Information Technology Advisory
Update - VIU's IT team is continuing to monitor all of VIU’s systems to ensure they remain stable.

There may still be a few performance issues such as slower response times when opening files and running programs.

The next status update will be Wednesday, October 18 at 2 pm.

For more information regarding this incident please join us at the lunch time Town Hall Q and A session on Tuesday October 17 from 12:15 to 12:45 in building 356 Room 109. We will have a brief presentation covering what happened, current status, and preventative measures and will have time to answer questions. To join us from a remote campus, please follow this link: https://ca.bbcollab.com/guest/47f5619d184747ca8989778bd9ff8fe3
Oct 16, 14:50 PDT
Update - VIU share drives and employee/student computer account creation and password reset are fully functioning. VIU's IT team is continuing to monitor all of VIU’s systems to ensure they remain stable.

There may still be a few performance issues such as slower response times when opening files and running programs.

The next status update will be Monday, October 16 at 2 pm.
Oct 13, 14:47 PDT
Monitoring - As VIU's IT team continues to take a very cautious, conservative approach, the process of scanning our systems to ensure our information is secure is taking longer than anticipated.

Updated information:

1. The timeline has shifted for making the shared drives accessible; we now hope to have them available by the end of the week.

2. We are pleased to say that the VPN services will be restored by noon today - October 10.

3. Thank you to everyone who has brought in their laptop to the IT Helpdesk. If you have not already done so, please bring VIU laptops and Surface Pros that are not on a docking station into the IT Helpdesk as soon as possible for scanning. The IT Helpdesk counter is open between 9:00 am – 3:30 pm.

New information:

1. We are not able to create new student and new employee computer accounts. This is not impacting many people, but for those students who do not have an account, we are asking instructors for their support in downloading critical course materials; new employees will be supported by Human Resources.

To facilitate and support the IT team please only contact the IT Helpdesk for urgent issues.

For any questions please see the IT Services Questions page: technology.viu.ca/questions.

Thank you again for your continued patience.

The next update will be on Thursday, October 12, 11 am.
Oct 10, 11:28 PDT
Update - IT is continuing to scan all computers, laptops and Surface Pros.

Please read the following information carefully as there are new actions required and some actions have changed.

1. Please bring VIU laptops and Surface Pros that are not on a docking station into the IT Helpdesk as soon as possible for scanning. The IT Helpdesk counter is open between 9:00 am – 3:30 pm.

Those with laptops and Surface Pros that are on a docking station need to check to see if the scanning software was installed by looking for an icon called "Malwarebytes Incident Response". It looks like a blue M. If you do not see that icon bring your laptop or Surface Pro to the IT Helpdesk.

2. If you are working at any of VIU's campuses or facilities, do not use a cable to connect a laptop (PC or Mac) not owned by VIU into the VIU network. If you have a laptop owned by VIU that has been scanned then you CAN connect to the network.

The IT Helpdesk is experiencing a high volume of calls and walk-ups as they manage the scanning process; please expect delays. Thank you for your patience.

The next update will be on October 5 at 10 am.
Oct 4, 16:29 PDT
Update - IT is continuing to scan all computers, laptops and Surface Pros today, October 4.

Employees may be prompted to restart their computer if our scanning tool, MalwareBytes finds items that need to be cleaned or quarantined. Please save your work and allow the tool to restart your computer.
Oct 4, 11:35 PDT
Identified - IT is continuing to scan all computers, laptops and Surface Pros today, October 4.

Actions required:

1. Ensure every computer in your area is powered on.
- Computers can be used; shared drives will remain inaccessible as the scan continues; U drives are accessible and can be used
- Please power on all computers in your area that are not in use; these just need to be powered on, not logged into.
2. Please bring all laptops and Surface Pros to the IT department for scanning.
3. Android devices and iPads do not need to be scanned
4. Please be diligent when opening emails. Remember: Any emails asking for your username or credentials are suspicious - if you receive any emails requesting these details contact IT immediately at ithelp@viu.ca.

The next update will be at 4 pm today.
Oct 4, 16:03 PDT
Update - As part of IT's proactive and conservative response to mitigating this incident, IT will be performing scans of all computers as a precautionary measure and to continue to ensure our information is safeguarded.

To support this, we are asking employees to take the following steps:

1. All PC and Mac users should log off their computers before they leave at the end of the day today, but leave them powered on.
2. Please check your shared office areas for all PCs not in use - these should be turned on (and logged out).
3. VIU laptops that are not on a docking station should not be used as IT cannot scan them remotely. Please bring your VIU laptops to IT so they can be scanned. If you have a laptop connected to a docking station, power it on and keep it logged off.
4. Turn off all Surface Pros. Please bring them to IT so they can be scanned.
5. iPads and android devices can continue to be used.

As network scans are taking place, expect delays and/or slower response times on your computer and devices.

Thank you for your continued support and patience.

The next IT update will be sent at 9 am on Wednesday, Oct 4.
Oct 3, 16:03 PDT
Update - Thank you to everyone in the VIU Community for your patience as VIU's IT team continues to investigate and mitigate the current interruption to IT services.

The interruption was due to an isolated ransomware attempt, which was quickly contained and continues to be monitored by VIU's IT team. Since the attempt was detected, the IT team has taken a proactive and conservative approach, systemically addressing the situation to safeguard our stored information; more mitigation efforts are underway. At this point we do not know when our systems will be fully functional, and access and systems are subject to interruptions until this incident is resolved.

VIU's Senior Management Group would like to recognize the IT team for their quick response and for ensuring that security measures have been put in place which helped mitigate our risk. As well, we appreciate their careful and ongoing oversight of this incident.

Like all large organizations, we operate in complex times and cyber security requires the diligence of all of the VIU community to ensure we continue to mitigate instances.

Individually, it's important that everyone understands that any emails asking for your username or credentials are suspicious - if you receive any emails requesting these details contact IT immediately at ithelp@viu.ca.

We thank everyone for their continued patience.

IT will send out another update at 3 pm.
Oct 3, 13:08 PDT
Update - Thank you for your continued patience. IT is still investigating the issue. Next update 1:00 pm.
Oct 3, 11:00 PDT
Update - VIU is continuing to experience issues with technology services.

• All share drives are still unavailable.
• VIU phones services are currently impacted. Outside calling into our campus lines may not be connecting to local phone numbers. Callers will hear “call cannot be completed at this time” and then disconnect.
• Employees at Powell River and Cowichan campuses and other sites may be unable to access email and some VIU administration systems.
• Wireless in building 255 is unavailable and most computers in building 255 are out of service.
• Some employee accounts are unavailable and those employees will be unable to log on.

These services will continue to experience issues throughout the day.

Next update 11:00 am.
Oct 3, 08:44 PDT
Update - All share drives are still unavailable. Employees at other sites and campuses may be unable to access email and some VIU administration systems. Wireless in building 255 is unavailable and most computers in building 255 are out of service.

Services will continue to experience issues overnight. Next update 9:00 am.
Oct 2, 20:41 PDT
Update - All share drives are still unavailable. Employees at other sites and campuses may be unable to access email and some VIU administration systems.

IT is investigating and we expect that share drives will continue to be offline overnight. Next update 9:00 pm.
Oct 2, 17:57 PDT
Update - All share drives are still unavailable. Employees at other sites and campuses may be unable to access email and some VIU administration systems.

Resolution time unknown. Next update 5:00 pm.
Oct 2, 15:51 PDT
Investigating - VIU is currently experiencing technical issues and all share drives are unavailable.

Resolution time unknown. Next update 4:00 pm.
Oct 2, 15:05 PDT

About This Site

Our technology advisory page provides up-to-date information about the operations of Vancouver Island University's Information Technology systems and services. Scroll down for scheduled maintenance and incident history.

Please follow us on twitter @VIU_IT to receive updates regarding service outages and scheduled maintenance.

Computer Accounts and Files   ? Operational
Email   ? Operational
Network: Internet, Wireless, and Wired   ? Operational
Printing   ? Operational
Telephone System   ? Operational
Websites and Learning Tools ? Operational
VIULearn (D2L)   ? Operational
Library Services   ? Operational
University Website (viu.ca)   ? Operational
InVIU   ? Operational
Student Self-service: My Student Record   ? Operational
Administrative Systems ? Operational
Student Records (SRS)   Operational
Financial Records System (FRS)   Operational
HR/Payroll/Employee & Applicant Portal (Stargarden)   Operational
Admin Systems Portal (VIUWeb)   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
What is impacted: VIU Services including Library Catalog, VIUBlogs, Mediawiki, Meta Project, VIU Contribute websites.
Level of impact: Service Interruption. All services listed will be unavailable for up to 15 minutes during the maintenance window.
Timing: Wednesday, 6:00am to 7:00am
Description: All Linux servers are receiving monthly updates and must be restarted.
Preparation: Please close these systems and all applications connected to these systems before 6:00am. Do not use these systems during the maintenance period.

Services that may be unavailable for up to 15 minutes between 6:00am to 7:00am:
- Library Catalog
- VIUBlogs
- Mediawiki
- Meta Project
- VIU Contribute websites
Posted on Oct 18, 14:35 PDT
Past Incidents
Oct 21, 2017

No incidents reported today.

Oct 20, 2017

No incidents reported.

Oct 19, 2017
Completed - The scheduled maintenance has been completed.
Oct 19, 16:30 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 19, 16:00 PDT
Scheduled - What is impacted: The following VIU Systems: Student Record System (SRS); FRS Document Viewer and FRS Cheque Verify; HR Document Portal; Financial Scanning and Registration Scanning; Photo ID; Sign QZ Request; Course Management System (CMS); Facilities Utilities Zipper; Print Requisitions; and VIHA Photos.
Level of impact: Service Interruption. The above services may be unavailable or display errors if used during the maintenance window.
Timing: 4:00 pm to 4:30 pm Thursday October 19.
Preparation: Do not use the above listed system during the maintenance window.
Oct 18, 14:39 PDT
Oct 18, 2017
Completed - The scheduled maintenance has been completed.
Oct 18, 14:33 PDT
Scheduled - What is impacted: Employee and student computers; upgrading software including Windows 7, Oracle Java 8 UPD 144, and Flash player 27.0.0.130.
Level of impact: Computer restart. Installations and restarts will only occur during maintenance windows.
Timing: beginning 10:00 pm to 6:30 am, Friday September 22. Continuing for up to 2 weeks until all computers updated.
Preparation: You must be logged off to receive updates. Please save and close your work at the end of every day then log off or restart your computer. Do not shut down your computer systems or they will not receive the updates. Your system may not update the first night and may update any of the following nights depending on update load.
Sep 20, 11:33 PDT
Oct 17, 2017

No incidents reported.

Oct 15, 2017

No incidents reported.

Oct 14, 2017

No incidents reported.

Oct 12, 2017

No incidents reported.

Oct 11, 2017

No incidents reported.

Oct 9, 2017

No incidents reported.

Oct 8, 2017

No incidents reported.

Oct 7, 2017

No incidents reported.