Information Technology Advisory
Update - Currently, some legacy phone systems remain active on the Nanaimo campus. We cannot make any changes to what is left, nor can we estimate how long it will remain functional. Voicemail for the Nortel system is also offline.

Our vendor is out of their change freeze, and we are moving forward with moving the last batch of key phone numbers. Our legacy 4-digit local dialing is not compatible with Teams Calling. When leaving a message for someone to call you back, be sure they have your full name and contact info.

Note: The IT Service Desk can be reached at 250-740-6300, or our toll-free number 1-833-902-6301 for your urgent needs.
When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If 911 has been called, have someone nearby call Security Services at 1-250-740-6600 to report the incident to VIU. If the incident is not urgent, call Security Services to request mobile first aid. Further information about First Aid can be found on the Health and Safety Services website.
Security Services can be reached at 1-250-740-6600.

Updates: The next update will be sent out by 5pm, Friday, March 14, 2025.

Mar 03, 2025 - 10:45 PST
Update - Currently, some legacy phone systems remain active on the Nanaimo campus. We cannot make any changes to what is left, nor can we estimate how long it will remain functional. We have noted that additional phone lines have become inactive over the last two weeks, as these systems continue to degrade.

Our vendor is out of their change freeze, and we are moving forward with moving our next batch of key phone numbers. Our legacy 4-digit local dialing is not compatible with Teams Calling. When leaving a message for someone to call you back, be sure they have your full name and contact info.

Note: The IT Service Desk can be reached at 250-740-6300, or our toll-free number 1-833-902-6301 for your urgent needs.
When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium).
Campus Security can be reached at 250-740-6512 or 250-753-3812.

Updates: The next update will be sent out by 5pm, Friday, January 24, 2025.

Jan 17, 2025 - 17:27 PST
Update - Currently, some legacy phone systems remain active on the Nanaimo campus. We cannot make any changes to what is left, nor can we estimate how long it will remain functional. We have noted that additional phone lines have become inactive over the last two weeks, as these systems continue to degrade.

To date, we have moved 27 critical external facing numbers into Microsoft Teams Calling. Our goal is to have these lines be able to send and receive calls and have a basic voicemail service. Most of these lines can now receive calls, and some have voicemail set up. Our vendor is currently in a change blackout, and we must wait before moving any additional numbers to Teams

Note: The IT Service Desk can be reached at 250-740-6300, or our toll-free number 1-833-902-6301 for your urgent needs.
When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium).
Campus Security can be reached at 250-740-6512 or 250-753-3812.

Updates: The next update will be sent out by 5pm, Friday, January 17, 2025.

Jan 10, 2025 - 16:39 PST
Update - Currently, some legacy phone systems remain active on the Nanaimo campus. We cannot make any changes to what is left, nor can we estimate how long it will remain functional.

To date, we have moved 27 critical external facing numbers into Microsoft Teams Calling. Our goal is to have these lines be able to send and receive calls and have a basic voicemail service. Most of these lines can now receive calls, and some have voicemail set up.

Note: The IT Service Desk can be reached at 250-740-6300, or our toll-free number 1-833-902-6301 for your urgent needs.
When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium).
Campus Security can be reached at 250-740-6512 or 250-753-3812.

Updates: The next update will be sent out by 5pm, Friday, January 10, 2025.

Jan 03, 2025 - 16:26 PST
Update - Currently, some legacy phone systems remain active on the Nanaimo campus. We cannot make any changes to what is left, nor can we estimate how long it will remain functional.

To date, we have moved 27 critical external facing numbers into Microsoft Teams Calling. Our goal is to have these lines be able to send and receive calls and have a basic voicemail service. Most of these lines can now receive calls, and some have voicemail set up.

Note: The IT Service Desk can be reached at 250-740-6300, or our toll-free number 1-833-902-6301 for your urgent needs.
When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium).
Campus Security can be reached at 250-740-6512 or 250-753-3812.

Updates: The next update will be sent out by 5pm, Friday, January 1, 2025.

Dec 13, 2024 - 16:59 PST
Update - Currently, some legacy phone systems remain active on the Nanaimo campus. We cannot make any changes to what is left, nor can we estimate how long it will remain functional.

To date, we have moved 27 critical external facing numbers into Microsoft Teams Calling. Our goal is to have these lines be able to send and receive calls and have a basic voicemail service. Once we get a line to this state, we pivot to the next line in the list. With our efforts focused on getting as many lines moved before the old system fails entirely.

Note: The IT Service Desk can be reached at 250-740-6300, or our toll-free number 1-833-902-6301 for your urgent needs.
When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium).
Campus Security can be reached at 250-740-6512 or 250-753-3812.

Updates: The next update will be sent out by 4:30pm, Friday, December 13.

Dec 06, 2024 - 18:08 PST
Update - Currently the Nanaimo campus has some operational phonelines. We cannot control which lines are active. Nor can we provide any surety as to how long they will remain active. Phone service continues to work for all other sites and campus sites.

We are working with vendors to accelerate implementing a replacement telecom solution. However this will take time to set up and implement. Our initial priority will be migrating core, Nanaimo based, public facing business numbers once everything is in place to do so.

Note: The IT Service Desk local numbers 6300 and 250-740-6300 are still offline. Please continue to use our toll-free number to reach out to us with your urgent needs: 1 833-902-6301.

When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium). Campus Security can be reached at 250-740-6512 or 250-753-3812.

Estimated Resolution Time: Unknown.
Next update: will be by 4:30pm, Friday, December 6.

Nov 27, 2024 - 16:47 PST
Update - Currently the Nanaimo campus has some operational phonelines. We cannot control which lines are active. Nor can we provide any surety as to how long they will remain active. Phone service continues to work for all other sites and campus sites.

We are working with vendors to accelerate implementing a replacement telecom solution. However this will take time to set up and implement. Our initial priority will be migrating core, Nanaimo based, public facing business numbers once everything is in place to do so.

Note: The IT Service Desk local numbers 6300 and 250-740-6300 are still offline. Please continue to use our toll-free number to reach out to us with your urgent needs: 1 833-902-6301.

When on the Nanaimo campus if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium). Campus Security can be reached at 250-740-6512 or 250-753-3812.

Estimated Resolution Time: Unknown.
Next update: will be by 4:30pm , Wednesday, November 27.

Nov 22, 2024 - 14:56 PST
Update - Our technicians have discovered a key component in the Nortel System has failed. Working with vendors, our team is investigating possible solutions and alternative options.

On the Nanaimo Campus, if you have a medical, police or fire emergency, please call 911 from a cellular or smartphone. If you need First Aid, please visit B315 (Security Office) or B190 (Gymnasium).

Estimated Resolution Time: Unknown.
Next update: will be by 2:30pm tomorrow, Friday, November 22

Nov 21, 2024 - 13:39 PST
Update - Our technicians have discovered a key component in the Nortel System has failed. We are investigating possible solutions and alternative options.

Estimated Resolution Time: Unknown.
Next update: will be by 1:30pm tomorrow, Thursday, November 21.

Nov 20, 2024 - 16:19 PST
Identified - Our technicians have discovered a key component in the Nortel System has failed. We are investigating possible solutions and alternative options.

Estimated Resolution Time: Unknown.
Next update: will be by 4:30pm today.

Nov 20, 2024 - 13:39 PST
Investigating - The storm last night has resulted in power loss to some of our key telecom systems. This has resulted in both our Mitel and Nortel phone systems to go offline.

External calls currently cannot be made to, or from the Nanaimo Campus. However, 4 digit dialing between Mitel phones does work. Nortel phones currently have no service at all.

Cowichan, tiwšɛmawtxʷ, Deep Bay, Milner Gardens and the G.R. Paine Horticultural Training Center have working phones.

Our technicians are investigating. Please use the IT Service Desk toll free number found on technology.viu.ca page. Our 250 number is also offline.

Estimated Resolution Time: Unknown.
Next update: will be by 1:30pm today.

Nov 20, 2024 - 08:44 PST

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
Student Self-service: My Student Record ? Operational
Administrative Systems ? Operational
Student Records (SRS) Operational
Financial Records System (FRS) Operational
Employee Portal (FRIS, HRIS, Payroll, Etc) Operational
Admin Systems Portal (VIUWeb) Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

Maintenance: Server Restarts; Service Interruption impacting employees and students May 14, 2025 06:00-08:00 PDT

What is impacted: All VIU technology including email, files, VIULearn, printing, internet, etc. A complete list of services is included below.
Level of impact: Service Interruption. All services listed will be unavailable for up to 15 minutes during the maintenance window.
Timing: Wednesday, 6am to 8am
Description: All 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 6am to 8am:
- Internet access on campus
Internet access on campus
- VIULearn online courses (D2L)
- Student and Employee Printing
- Employee and Student U Drives, My Documents and Desktop Files
- Department Share Drives
- Website logins (including VIULearn, VIUTube, VIUBlogs, VIUSpace, InVIU, Unit4/UBW, and isapp.viu.ca sites)
- VIU databases (including Checkbox Survey, Research Office app, StarRez, Tableau)

Posted on May 07, 2025 - 12:41 PDT

Maintenance: Server Restarts; Service Interruption impacting employees and students May 14, 2025 17:00-19:00 PDT

What is impacted: All VIU technology including email, files, VIULearn, printing, internet, etc. A complete list of services is included below.
Level of impact: Service Interruption. All services listed will be unavailable for up to 15 minutes during the maintenance window.
Timing: Wednesday 5pm to 7pm
Description: All servers are receiving monthly updates and must be restarted.
Preparation: Please close these systems and all applications connected to these systems before 5:00pm. Do not use these systems during the maintenance period.

Services that may be unavailable for up to 15 minutes between 5pm to 7pm:
- VIU email (including Outlook, webmail and public folders)
- VIU websites (including isapp.viu.ca sites, InVIU, viuresidences.ca, stuweb.viu.ca)

Posted on May 07, 2025 - 12:42 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption May 16, 2025 21:00 - May 17, 2025 00:00 PDT

What is impacted: IT Client and Ticket Portals; Every Friday our vendor performs maintenance on the servers hosting the IT Ticket System (https://ithelp.viu.ca) and the IT Client Portal (https://technology.viu.ca).
Level of impact: Service Interruption. Employees will be unable to access the above sites/services during the maintenance window.
Timing: 9pm to 12:00 am, every Friday.
Preparation: None required. If you need to submit an IT Request during the maintenance window please e-mail ithelp@viu.ca. Once the maintenance is complete, an IT request will automatically be created based on your e-mail and you will be e-mailed a ticket number.

Posted on May 07, 2025 - 12:43 PDT

Weekly Maintenance: VIU Websites; No Service Interruption May 20, 2025 10:00-15:00 PDT

What is impacted: VIU Websites. Our Web team performs updates to our Drupal Web Content Management System.
Level of impact: No Interruption. While no outage is expected, saving content during this timeframe within the Drupal platform may be slower.
Timing: 10am to 3pm, every Tuesday.
Preparation: None

Posted on May 13, 2025 - 20:57 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption May 23, 2025 21:00 - May 24, 2025 00:00 PDT

What is impacted: IT Client and Ticket Portals; Every Friday our vendor performs maintenance on the servers hosting the IT Ticket System (https://ithelp.viu.ca) and the IT Client Portal (https://technology.viu.ca).
Level of impact: Service Interruption. Employees will be unable to access the above sites/services during the maintenance window.
Timing: 9pm to 12:00 am, every Friday.
Preparation: None required. If you need to submit an IT Request during the maintenance window please e-mail ithelp@viu.ca. Once the maintenance is complete, an IT request will automatically be created based on your e-mail and you will be e-mailed a ticket number.

Posted on May 13, 2025 - 20:57 PDT
May 14, 2025

No incidents reported today.

May 13, 2025
Completed - The scheduled maintenance has been completed.
May 13, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 13, 10:00 PDT
Scheduled - What is impacted: VIU Websites. Our Web team performs updates to our Drupal Web Content Management System.
Level of impact: No Interruption. While no outage is expected, saving content during this timeframe within the Drupal platform may be slower.
Timing: 10am to 3pm, every Tuesday.
Preparation: None

May 7, 12:40 PDT
May 12, 2025

No incidents reported.

May 11, 2025

No incidents reported.

May 10, 2025
Completed - The scheduled maintenance has been completed.
May 10, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 9, 21:00 PDT
Scheduled - What is impacted: IT Client and Ticket Portals; Every Friday our vendor performs maintenance on the servers hosting the IT Ticket System (https://ithelp.viu.ca) and the IT Client Portal (https://technology.viu.ca).
Level of impact: Service Interruption. Employees will be unable to access the above sites/services during the maintenance window.
Timing: 9pm to 12:00 am, every Friday.
Preparation: None required. If you need to submit an IT Request during the maintenance window please e-mail ithelp@viu.ca. Once the maintenance is complete, an IT request will automatically be created based on your e-mail and you will be e-mailed a ticket number.

Apr 30, 11:08 PDT
May 9, 2025
May 8, 2025
Completed - The scheduled maintenance has been completed.
May 8, 17:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 8, 09:00 PDT
Scheduled - What is impacted: Technicians are migrating VIU websites to a newer version of our Drupal Web Content Management System. services.viu.ca is the only site being migrated in this batch.
Level of impact: No Interruption. While no outage is expected for Services.viu.ca, editors for this site may need support connecting to their sites for content editing for the first time.
Timing: 9am to 5pm, Thursday, May 8.
Preparation: None.

May 7, 13:52 PDT
Completed - The scheduled maintenance has been completed.
May 8, 04:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 8, 02:00 PDT
Scheduled - What is impacted: Our technicians are performing maintenance on some of VIU’s core networking equipment.
Level of impact: Service interruption. The Nanaimo Campus network (wired & wireless) and Internet access may be unavailable/inconsistent for up to 10 minutes during the maintenance window. This will impact accessing the internet, and network hosted services and devices. (e.g. VIU-Secure, VIU-Guest and Eduroam Wi-Fi networks; network share drives; VPN network connections; VPN or Remote connections to devices hosted in Nanaimo, including our Data Center.)
Timing: 2am to 4am, Thursday, May 8.
Preparation: Be aware of the outage window. If you have a device that requires constant network connection, be advised that the device may be temporarily disconnected from the network to our datacenter or network to the internet during this maintenance window. Please reach out to ithelp@viu.ca if you have a device that requires constant connection so that we may discuss options.

May 7, 13:49 PDT
May 7, 2025

No incidents reported.

May 6, 2025
Completed - The scheduled maintenance has been completed.
May 6, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 6, 10:00 PDT
Scheduled - What is impacted: VIU Websites. Our Web team performs updates to our Drupal Web Content Management System.
Level of impact: No Interruption. While no outage is expected, saving content during this timeframe within the Drupal platform may be slower.
Timing: 10am to 3pm, every Tuesday.
Preparation: None

Apr 30, 11:07 PDT
May 5, 2025

No incidents reported.

May 4, 2025

No incidents reported.

May 3, 2025
Completed - The scheduled maintenance has been completed.
May 3, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 2, 21:00 PDT
Scheduled - What is impacted: IT Client and Ticket Portals; Every Friday our vendor performs maintenance on the servers hosting the IT Ticket System (https://ithelp.viu.ca) and the IT Client Portal (https://technology.viu.ca).
Level of impact: Service Interruption. Employees will be unable to access the above sites/services during the maintenance window.
Timing: 9pm to 12:00 am, every Friday.
Preparation: None required. If you need to submit an IT Request during the maintenance window please e-mail ithelp@viu.ca. Once the maintenance is complete, an IT request will automatically be created based on your e-mail and you will be e-mailed a ticket number.

Apr 1, 20:35 PDT
May 2, 2025
Completed - The scheduled maintenance has been completed.
May 2, 06:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 1, 06:00 PDT
Scheduled - What is impacted:VIU GlobalProtect Software; We are updating VIU Employee devices to a newer version of the GlobalProtect VPN Software.
Level of impact: No Interruption. After the maintenance window starts:
• The next time you connect using GlobalProtect VPN, it will install the update. This will add an extra minute or two to complete.
• You may have to sign into GlobalProtect twice during the update, if the app restarts itself when updating.
• GlobalProtect may not reconnect automatically after the update. If it does not, please re-launch the Global Protect application and sign-in again
Timing: Beginning at 6am, Thursday, May 1. Continuing until all installations are updated.
Preparation: Allow a little extra time for the update when next connecting via GlobalProtect.

Apr 30, 13:44 PDT
May 1, 2025
Apr 30, 2025

No incidents reported.