Information Technology Advisory
Nortel Phone system at the VIU Nanaimo campus - Not accepting changes.
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: VIUTube Login Services; Service Interruption Oct 31, 2024 10:00-12:00 PDT
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.
Posted on Oct 30, 2024 - 13:54 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Nov 1, 2024 21:00 - Nov 2, 2024 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 Oct 01, 2024 - 22:54 PDT
Weekly Maintenance: VIU Websites; No Service Interruption Nov 5, 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 Oct 30, 2024 - 13:48 PDT
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
Past Incidents
Oct 30, 2024

No incidents reported today.

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
Oct 22, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 22, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 22, 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, 22:56 PDT
Oct 21, 2024
Oct 20, 2024
Maintenance: VIU Employee Portal; Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 20, 04:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 19, 21:00 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, October 19. Ending 4am, Sunday, October 20.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.
Oct 15, 13:15 PDT
Student Workstations - Default Printer Update; No Interruption
Completed - The scheduled maintenance has been completed.
Oct 20, 01:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 17, 01:00 PDT
Scheduled - What is impacted: Student Workstations; VIU Technicians are deploying an update to our student workstations. This update will make FindMe the default printer. Most already had the FindMe queue as the default printer. This update will catch any that were missed or had it changed by other software update.
Level of impact: No Interruption. This update will occur during the nightly maintenance window.
Timing: Beginning at 1am, Thursday, October 17. Continuing nightly until all impacted devices have been updated.
Preparation: None
Oct 16, 13:51 PDT
Oct 19, 2024
Maintenance: GlobalProtect VPN Software Update; No Interruption
Completed - The scheduled maintenance has been completed.
Oct 19, 06:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 17, 06:00 PDT
Scheduled - What is impacted:
Level of impact: No Interruption. For employees connecting to the VIU network remotely via GlobalProtect VPN, the software will update the next time you connect after the maintenance window. It will take an extra minute or so to connect as it updates, and you may have to sign in twice. If GlobalProtect does not reconnect automatically, re-launch the Global Protect application and sign-in again.
Timing: Beginning 6am, Thursday, October 17. Continuing until all installations are updated.
Preparation: Allow a little extra time for the update when next connecting via GlobalProtect.
Oct 15, 13:19 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 19, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 18, 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, 22:52 PDT
Oct 18, 2024
Oct 17, 2024
ArcGIS License Manager challenge impacting access to ArcGIS software
Resolved - This is now resolved, and ArcGIS is pulling the correct license once again.
Oct 17, 11:49 PDT
Investigating - When trying to use ArcGIS software an error message pops up, and you cannot proceed to use the software.
The error is some variant of: "The arcGIS license manager must be upgraded to support this version of arcGIS pro"

Our Technicians are investigating.

Estimated resolution time: Currently unknown.
Next update: Today, by 1:30pm.
Oct 17, 11:24 PDT
Maintenance: Software Center; Service Interruption
Completed - The scheduled maintenance has been completed.
Oct 17, 11:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 17, 09:30 PDT
Scheduled - What is impacted: Employee and student computers; Updates are being deployed to one of our device management servers. This will impact Windows 10 devices that use the Software Center, including most student and employee desktop workstations, as well as some older laptops. Devices that use Company Portal are managed by a different server, and not impacted by this update.
Level of impact: Service Interruption. While this server goes through its update process the Software Center will be unavailable, or unresponsive.
Timing: 9:30am – 11am, Thursday, October 17.
Preparation: None
Oct 16, 11:45 PDT
Oct 16, 2024
tiwšɛmawtxʷ Campus - Building 618: Loss of Network and Internet Access
Resolved - Network and internet access has been restored for B618. This incident is now resolved.
Oct 16, 15:28 PDT
Identified - The source of the outage has been identified by the School District's technicians, and rectified. Our networking equipment in B618 has started powering back up. We are monitoring to ensure it all comes back online and network access is restored.

Next update: 4pm today.
Oct 16, 14:53 PDT
Investigating - The network connection between tiwšɛmawtxʷ main campus building B610 and B618 is currently offline. Resulting in a lack of internet/network in B618. B610s internet/network access is unimpeded and fully functional.

Our technicians are investigating. B618 is shared with the school district, and the source of the challenge may be on their end.

Resolution time is currently unknown.
Next update will be by 4pm today.
Oct 16, 14:29 PDT
← Incident History Powered by Atlassian Statuspage