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 ? Partial Outage
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

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Apr 4, 2025 21:00 - Apr 5, 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 Mar 26, 2025 - 13:44 PDT

Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption Apr 7, 2025 20:00-21:00 PDT

What is impacted: VIU Hosted Network Storage; Our team will be migrating our data over to a new to the server that manages the various VIU hosted network storage. This includes Departmental Shares, as well as student and employee computer account U-Drives, Desktop, and Documents Folders.
Level of impact: Potential Service Interruption. During the maintenance window you may momentarily lose access to the listed locations. Please wait one minute and try again.
Timing: 8pm to 9pm, Monday, April 7.
Preparation: 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 Apr 01, 2025 - 21:44 PDT

Weekly Maintenance: VIU Websites; No Service Interruption Apr 8, 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 Apr 01, 2025 - 20:28 PDT

Maintenance: Server Restarts; Service Interruption impacting employees and students Apr 9, 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 Apr 01, 2025 - 20:37 PDT

Maintenance: Server Restarts; Service Interruption impacting employees and students Apr 9, 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 Apr 01, 2025 - 20:37 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Apr 11, 2025 21:00 - Apr 12, 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 Apr 01, 2025 - 20:33 PDT

Weekly Maintenance: VIU Websites; No Service Interruption Apr 15, 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 Apr 01, 2025 - 20:29 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Apr 18, 2025 21:00 - Apr 19, 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 Apr 01, 2025 - 20:33 PDT

Weekly Maintenance: VIU Websites; No Service Interruption Apr 22, 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 Apr 01, 2025 - 20:30 PDT

Maintenance - wordpress.viu.ca; Service Interruption Apr 23, 2025 06:00-08:00 PDT

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 25.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.

Posted on Apr 01, 2025 - 20:39 PDT

Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption Apr 23, 2025 17:00-19:00 PDT

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, September 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 Apr 01, 2025 - 20:40 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Apr 25, 2025 21:00 - Apr 26, 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 Apr 01, 2025 - 20:34 PDT

Weekly Maintenance: VIU Websites; No Service Interruption Apr 29, 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 Apr 01, 2025 - 20:31 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption May 2, 2025 21:00 - May 3, 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 Apr 01, 2025 - 20:35 PDT
Apr 2, 2025

No incidents reported today.

Apr 1, 2025
Completed - The scheduled maintenance has been completed.
Apr 1, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 1, 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

Mar 26, 13:44 PDT
Mar 31, 2025

No incidents reported.

Mar 30, 2025

No incidents reported.

Mar 29, 2025
Completed - The scheduled maintenance has been completed.
Mar 29, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 28, 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.

Mar 11, 11:49 PDT
Mar 28, 2025
Mar 27, 2025

No incidents reported.

Mar 26, 2025
Completed - The scheduled maintenance has been completed.
Mar 26, 08:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 26, 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, March 26.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.

Mar 11, 11:49 PDT
Completed - The scheduled maintenance has been completed.
Mar 26, 07:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 26, 05:00 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, March 26.
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

Mar 11, 11:50 PDT
Mar 25, 2025
Completed - The scheduled maintenance has been completed.
Mar 25, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 25, 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

Mar 11, 11:47 PDT
Mar 24, 2025
Resolved - Employees who use the FIM API to manage building access, can once again use the tool.

This incident is now resolved.

Mar 24, 13:26 PDT
Update - No new updates at this time. Employees who use the FIM API to update access for employees and students are still receiving a “403 - Forbidden: Access is denied.” error message. As a result, they cannot process access changes at this time.

The Vendor and VIU technicians are continuing to work on resolving the remaining challenge with the FIM API app.

Estimated Resolution Time: Unknown.
Next update by: 4:30pm on Monday, March 24.

Mar 21, 16:50 PDT
Update - Employees who use the FIM API to update access for employees and students are still receiving a “403 - Forbidden: Access is denied.” error message. As a result, they cannot process access changes at this time.

The Vendor and VIU technicians are continuing to work on resolving the remaining challenge with the FIM API app.

Estimated Resolution Time: Unknown.
Next update by: 4:30pm on Friday, March 21.

Mar 21, 12:28 PDT
Update - Employees who use the FIM API to update access for employees and students are still receiving a “403 - Forbidden: Access is denied.” error message. As a result, they cannot process access changes at this time.

The Vendor and VIU technicians are continuing to work on resolving the remaining challenge with the FIM API app.

Estimated Resolution Time: Unknown.
Next update by: 12:30pm on Friday, March 21.

Mar 20, 15:41 PDT
Update - Employees who use the FIM API to update access for employees and students are still receiving a “403 - Forbidden: Access is denied.” error message. As a result, they cannot process access changes at this time.

The Vendor and VIU technicians are continuing to work on resolving the remaining challenge with the FIM API app.

Estimated Resolution Time: Unknown
Next update by: 4:30pm on Thursday, March 20.

Mar 20, 13:03 PDT
Update - All building controllers have been re-connected with the upgraded Kantech server. Key-fobs, swipe and id card access has returned to normal for all of the impacted buildings.

Employees who use the FIM API to update access for employees and students are still receiving a “403 - Forbidden: Access is denied.” error message. As a result, they cannot process access changes at this time.

The Vendor and VIU technicians are continuing to work on resolving the remaining challenge with the FIM API app.

Estimated Resolution Time: Unknown
Next update by: 1:30pm on Thursday, March 20.

Mar 20, 10:56 PDT
Identified - With the exception of building 330, all other building controllers have been re-connected with the upgraded Kantech server. Key-fobs, swipe and id card access has returned to normal for those buildings.

Employees who use the FIM API are still receiving a “403 - Forbidden: Access is denied.” when using the tool.

The Vendor and VIU technicians are continuing to work on resolving these remaining challenges.

Estimated Resolution Time: Unknown
Next update by: 11:30am on Thursday, March 20.

Mar 19, 16:26 PDT
Update - The vendor and our technicians continue to work on this challenge.

We've determined the following buildings have been impacted: 120, 130, 160, 164, 165, 170, 200, 205, 300, 310, 320, 470, 473, 495, 500 and 610.

Estimated Resolution Time: Unknown.
Next update by: 5pm, today.

Mar 19, 14:31 PDT
Investigating - Employees and students may be unable to access some buildings using their VIU ID-card or RFID key fob.

A server upgrade to the Entrapass/Kantech access control system has impacted some buildings with older Kantech Controllers.
So far we have identified Building 330 on the Nanaimo Campus as being impacted. We are working to identify any others.
For these buildings, each door Controller keeps a cache of recent cards. If your card is one of the ones in the cache, it will work as usual.
We do not know how many cards are cached, but once a card is removed from the cache it will no longer work until the controller is back online

Access programming cannot be updated for ID-cards/fobs at this time. This also means no programing will be lost. Cards and fobs will work as usual for unaffected buildings.

Clients who use the FIM API to manage access will see a “403 - Forbidden: Access is denied.” error when using program.

The Vendor is working with our technicians to resolve this challenge.

Estimated resolution time: Unknown.
Next update: Will be posted by 4pm today.

Mar 19, 13:17 PDT
Mar 23, 2025
Completed - The scheduled maintenance has been completed.
Mar 23, 05:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 22, 22:00 PDT
Scheduled - What is impacted: VIU Employee Portal and related tools; Our vendor is installing updates and performing maintenance on the systems that host our VIU Employee portal. This impacts tools accessed by the portal including HRIS, FIS and Procurement tools, among others.
Level of impact: Service Interruption. During the maintenance period the Employee Portal and related tools will be unavailable.
Timing: Beginning 9pm, Saturday, March 24. Ending 5am, Sunday, March 25.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.

Mar 19, 13:36 PDT
Mar 22, 2025
Completed - The scheduled maintenance has been completed.
Mar 22, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 21, 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.

Mar 11, 11:48 PDT
Mar 21, 2025
Mar 20, 2025
Mar 19, 2025