Information Technology Advisory
Nortel Phone system at the VIU Nanaimo campus - Not accepting changes.
Update - Our technicians are continuing their investigation. Due to the age and sensitivity of the Nortel system, this will take some time to dig into. Any requests for changes or updates to numbers residing in the Nortel system will not be actioned at this time.

Estimated Resolution Time: Unknown.
Next Update: Will be by 4pm, Tuesday, November.
Nov 06, 2024 - 13:16 PST
Investigating - Although still passing calls, our Nortel phone system stopped accepting any programming changes late October 11. (e.g. call display name changes, reassigning/moving locals. etc.) The last change took over a week for the Nortel system to process to completion.

Our technicians are continuing their investigation. Due to the age and sensitivity of the Nortel system, this will take some time to dig into. Any requests for changes or updates to numbers residing in the Nortel system will not be actioned at this time.

The previous IT Status Page entry for this challenge was closed in error.

Estimated Resolution Time: Unknown.
Next Update: Will be by 4pm, Monday, November 4.
Oct 29, 2024 - 13:47 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 ? Degraded Performance
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: MAINTENANCE NAME; Level of Interruption Nov 7, 2024 01:00-01:30 PST
What is impacted: Instructor Stations;  VIU Technicians are deploying an update to all Instructor workstations in classrooms and lecture theaters. This update will schedule a re-occurring nightly restart of these workstations. This will help maintain system stability and ensure software updates that need a re-start to complete finish installing. 
Level of impact: No Interruption. This update will deploy silently in the background.
Timing: 1am, Thursday, November 7.
Preparation: Please be sure to logout of instructor workstations when your class is finished.
Posted on Nov 06, 2024 - 14:01 PST
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Nov 8, 2024 21:00 - Nov 9, 2024 00:00 PST
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 Oct 30, 2024 - 13:49 PDT
Maintenance: Nanaimo Library Building 305 - 3rd Floor- IT Service Outage; Service Interruption Nov 12, 2024 09:00-14:00 PST
What is impacted: Building 305, 3rd floor- internet and network services; Technicians will be replacing key network equipment located in the Nanaimo campus Library building(B305). While this work is underway, most of the third floor of B305 will experience an internet and network service outage. This outage will impact the ability to log into shared computers for both employee and students; Access to network and cloud share drives; VoIP phones, both inbound and outbound calling; FindMe printing; and employee remote access to computers on the third floor of 305. Wireless networks will be intermittent, as Wi-Fi Access Points from other floors try to connect the additional devices.
Level of impact: Service interruption. The above services will be unavailable to most of the third floor in building 305 during the maintenance window.
Timing: 9am to 2pm, Tuesday, November 12.
Preparation: Sign into your workstations prior to 9am. Copy any files you need from network or cloud shares to your device before the start of Maintenance. Save any work to a USB stick, as well as to your computer. Once the maintenance window is over, please confirm you are connected to the internet and copy any changed files back to your share drives. Plan to make any calls either outside the maintenance window, from a cellphone, or another location.
Posted on Nov 06, 2024 - 15:04 PST
Weekly Maintenance: VIU Websites; No Service Interruption Nov 12, 2024 10:00-15:00 PST
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 Nov 01, 2024 - 11:09 PDT
Maintenance: Server Restarts; Service Interruption impacting employees and students Nov 13, 2024 06:00-08:00 PST
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 Nov 01, 2024 - 11:13 PDT
Maintenance: Server Restarts; Service Interruption impacting employees and students Nov 13, 2024 17:00-19:00 PST
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 Nov 01, 2024 - 11:14 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Nov 15, 2024 21:00 - Nov 16, 2024 00:00 PST
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 Nov 01, 2024 - 11:07 PDT
Weekly Maintenance: VIU Websites; No Service Interruption Nov 19, 2024 10:00-15:00 PST
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 Nov 01, 2024 - 11:10 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Nov 22, 2024 21:00 - Nov 23, 2024 00:00 PST
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 Nov 01, 2024 - 11:08 PDT
Weekly Maintenance: VIU Websites; No Service Interruption Nov 26, 2024 10:00-15:00 PST
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 Nov 01, 2024 - 11:11 PDT
Maintenance - wordpress.viu.ca; Service Interruption Nov 27, 2024 06:00-08:00 PST
What is impacted: wordpress.viu.ca; Our team will be installing updates to the system that hosts wordpress.viu.ca.
Level of impact: Service Interruption. During the maintenance window the above website will be unavailable for 15 minutes.
Timing: 6am to 8am, Wednesday, November 27.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.
Posted on Nov 01, 2024 - 11:15 PDT
Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption Nov 27, 2024 17:00-19:00 PST
What is impacted: VIU Hosted Network Storage; Our team will be installing updates to the server that manages the various VIU hosted network storage. This includes Departmental Shares, as well as VIU computer account U-Drives, Desktop, and Documents Folders.
Level of impact: Service Interruption. During the maintenance window, the update process will cause several disconnections to occur. These disconnections will occur 4 times, lasting anywhere from 10 seconds to 5 minutes before reconnecting. When these disconnections happen, access to and the saving of files to the above locations will be interrupted.
Timing: 5pm to 7pm, Wednesday, November 27.
Preparation: Please save your work and sign out of your computer when you leave for the day. Do you need to access and work on files from the network shares listed above during the maintenance window? Please copy the files you need to your device or OneDrive. Continue to work on the copy until the maintenance window is complete. Please remember to copy your files back to the network share afterwards
Posted on Nov 01, 2024 - 11:16 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Nov 29, 2024 21:00 - Nov 30, 2024 00:00 PST
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 Nov 01, 2024 - 11:08 PDT
Weekly Maintenance: VIU Websites; No Service Interruption Dec 3, 2024 10:00-15:00 PST
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 Nov 01, 2024 - 11:12 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Dec 6, 2024 21:00 - Dec 7, 2024 00:00 PST
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 Nov 01, 2024 - 11:09 PDT
Past Incidents
Nov 6, 2024

Unresolved incident: Nortel Phone system at the VIU Nanaimo campus - Not accepting changes..

Nov 5, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Nov 5, 15:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 5, 10:00 PST
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
Oct 30, 13:48 PDT
Nov 4, 2024

No incidents reported.

Nov 3, 2024

No incidents reported.

Nov 2, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Nov 2, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 1, 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.
Oct 1, 22:54 PDT
Nov 1, 2024
Oct 31, 2024
Maintenance: VIUTube Login Services; Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 31, 12:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 31, 10:00 PDT
Scheduled - What is impacted: VIUTube Logins; We are performing maintenance on the backend systems for VIUTube. Logging into VIUTube directly via the App or https://viu.video.yuja.com/ will be temporarily disabled while this work is being done.
Level of impact: Service Interruption. New logins to the VIUTube App or the directly on the VIUTube website will fail during the maintenance window. If you are already logged into VIUTube when the maintenance begins, you can continue to use the tool. You can still access VIUTube from within VIULearn, as it will keep you signed in while switching between services.
Timing: 10am to 12pm, Thursday, October 31.
Preparation: None.
Oct 30, 13:54 PDT
Oct 30, 2024

No incidents reported.

Oct 29, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 29, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 29, 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
Oct 1, 22:57 PDT
Building 180 - VIU-Secure Wireless Network Outage
Resolved - This incident is resolved.
Oct 29, 13:42 PDT
Investigating - Currently the VIU-Secure wireless network in building 180 is unavailable. VIU-Secure is still available in other buildings.
Technicians are investigating.

Next update: 4pm today
Oct 28, 15:06 PDT
Oct 28, 2024
Nortel Phone system at the VIU Nanaimo campus - Not accepting changes.
Resolved - This incident is now resolved. The VIU-Secure wireless network has been successfully restored in B180.
Oct 28, 15:29 PDT
Update - Our technicians are continuing their investigation. Due to the age and sensitivity of the Nortel system, this will take some time to dig into. Any requests for changes or updates to numbers residing in the Nortel system will not be actioned at this time.

Estimated Resolution Time: Unknown.
Next Update: Will be by 4pm, Monday, November 4.
Oct 28, 15:07 PDT
Update - Our technicians are continuing their investigation. Due to the age and sensitivity of the Nortel system, this will take some time to dig into. Any requests for changes or updates to numbers residing in the Nortel system will not be actioned at this time.

Estimated Resolution Time: Unknown.
Next Update: Will be by 4pm, Monday, October 28.
Oct 21, 14:39 PDT
Investigating - Although still passing calls, our Nortel phone system has stopped accepting any programming changes. (e.g. call display name changes, reassigning/moving locals. etc.) The last change took over a week for the Nortel system to process to completion.

Our technicians are investigating. Due to the age and sensitivity of the Nortel system, this will take some time to dig into. Any requests for changes or updates to numbers residing in the Nortel system will not be actioned at this time.

Estimated Resolution Time: Unknown.
Next Update: Will be by 4pm, Monday, October 21.
Oct 11, 14:50 PDT
Oct 27, 2024

No incidents reported.

Oct 26, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 26, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 25, 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.
Oct 1, 22:53 PDT
Oct 25, 2024
Oct 24, 2024
Maintenance - VIU Student Record System (SRS); Service Interruption
Completed - This Student Record System maintenance item has been postponed. A new post will be created once a new date has been decided on.
Oct 24, 10:50 PDT
Scheduled - What is impacted: VIU Student Record System; We are performing some back-end maintenance on the Student Record System (SRS).
Level of impact: Service Interruption. During the maintenance period the Student Record System will be unavailable.
Timing: 5pm to 6pm, Thursday, October 24
Preparation: Please save any changes and log out of SRS prior to the maintenance window. Wait until after the scheduled maintenance is complete before logging back in.
Oct 22, 13:20 PDT
Oct 23, 2024
Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 23, 19:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 23, 17:00 PDT
Scheduled - What is impacted: VIU Hosted Network Storage; Our team will be installing updates to the server that manages the various VIU hosted network storage. This includes Departmental Shares, as well as VIU computer account U-Drives, Desktop, and Documents Folders.
Level of impact: Service Interruption. During the maintenance window, the update process will cause several disconnections to occur. These disconnections will occur 4 times, lasting anywhere from 10 seconds to 5 minutes before reconnecting. When these disconnections happen, access to and the saving of files to the above locations will be interrupted.
Timing: 5pm to 7pm, Wednesday, October 23.
Preparation: Please save your work and sign out of your computer when you leave for the day. Do you need to access and work on files from the network shares listed above during the maintenance window? Please copy the files you need to your device or OneDrive. Continue to work on the copy until the maintenance window is complete. Please remember to copy your files back to the network share afterwards
Oct 1, 23:03 PDT
Maintenance - wordpress.viu.ca; Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 23, 08:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 23, 06:00 PDT
Scheduled - What is impacted: wordpress.viu.ca; Our team will be installing updates to the system that hosts wordpress.viu.ca.
Level of impact: Service Interruption. During the maintenance window the above website will be unavailable for 15 minutes.
Timing: 6am to 8am, Wednesday, October 23.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.
Oct 1, 23:02 PDT
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