Information Technology Advisory
All Systems Operational

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
Weekly Maintenance: VIU Websites; No Service Interruption Jul 30, 2024 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 Jul 03, 2024 - 11:31 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Aug 2, 2024 21:00 - Aug 3, 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 Jul 24, 2024 - 12:28 PDT
Weekly Maintenance: VIU Websites; No Service Interruption Aug 6, 2024 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 Jul 24, 2024 - 12:43 PDT
Past Incidents
Jul 27, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 27, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 26, 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.
Jul 3, 11:19 PDT
Jul 26, 2024
Jul 25, 2024

No incidents reported.

Jul 24, 2024
Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 24, 19:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 24, 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, July 24.
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
Jul 17, 13:40 PDT
ArcGIS License Service is Offline
Resolved - After continued monitoring we have confirmed the Licensing server is back to its regular, stable self.
This incident is now resolved.
Jul 24, 09:36 PDT
Monitoring - Currently the ArcGIS License Management Server remains is still online and stable.

We will continue to monitor it over night,

Next update: 10am, Wednesday, July 24.
Jul 23, 16:01 PDT
Investigating - Employees and students may be unable use ArcGIS software. The ArcGIS License Management Server is offline, and will not power up.
All of our ArcGIS applications are unable to call home to this server, and confirm that their license is still valid. As a result an error stating that the license service needs to be updated.

Our technicians have restored the service, and are currently investigating the cause of the outage. There is a possibility it may go down again until we identify the root cause.

Expected Resolution Time: Unknown
Next Update: 4pm today.
Jul 23, 14:45 PDT
Maintenance - wordpress.viu.ca; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 24, 08:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 24, 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, July 24.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.
Jul 17, 13:41 PDT
Jul 23, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 23, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 23, 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
Jul 3, 11:27 PDT
Jul 22, 2024

No incidents reported.

Jul 21, 2024
Maintenance: VIU Employee Portal; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 21, 04:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 20, 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, July 20. Ending 4am, Sunday, July 21.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.
Jul 17, 13:42 PDT
Jul 20, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 20, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 19, 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.
Jul 3, 11:19 PDT
Jul 19, 2024
Microsoft 365 incident impacting employees and students.
Resolved - Good morning,

Microsoft reports that they deployed a fix over night and the issue is now resolved:

"We've completed our mitigation actions and our telemetry indicates all previously impacted Microsoft 365 apps and services have recovered. We're entering a period of monitoring to ensure impact is fully resolved."
Jul 19, 08:19 PDT
Investigating - From Microsoft:
"Current status: We're investigating reports of issues in which users are unable to access various Microsoft 365 apps and services. We're rerouting affected traffic out of the impacted infrastructure while we continue to investigate the cause of the issue.

Scope of impact: This issue appears to be impacting various Microsoft 365 apps and services for users."

Estimated Resolution Time: Unknown.
Next update: By 9am, Friday, July 19.
Jul 18, 16:55 PDT
Jul 18, 2024
Maintenance: Administrative Systems; Service Interruption impacting employees and students
Completed - The scheduled maintenance has been completed.
Jul 18, 23:30 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 18, 16:30 PDT
Scheduled - What is impacted:SRS, isapp.viu.ca and connected tools; Technicians will be performing critical maintenance on key VIU administrative systems and tools. These include the Student Record System, and tools accessible via isapp.viu.ca (SAWS, Gradebook, reporting applications, FSRWeb, VIUWeb). Also impacted are any jobs or applications that interact with these systems. (e.g. EducationPlannerBC downloads, Unit4 integrations, D2L integrations, etc.)
Level of impact: Service Interruption. During maintenance window the above systems will be unavailable, and any scheduled tasks or processes will not run.
Timing:Beginning 4:30pm, Thursday, July 18. This maintenance is anticipated to take 7 hours; however, it may take longer.
Preparation: Save all work and close these systems and all applications connected to these systems prior to the maintenance window. Please plan for any tasks that rely on these tools to be done outside of the maintenance window.
Jul 10, 12:10 PDT
Maintenance: License updates for Autodesk Software Family; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 18, 11:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 18, 10:00 PDT
Scheduled - What is impacted: Autodesk Software (inc. AutoCAD, Revit, and Civil 3d); Technicians will be installing updated licences for our Autodesk software products.
Level of impact: Service Interruption. There may be a short 30 second outage where Autodesk products may not verify their license. After upgrading the license server, pre-2022 versions of Autodesk software will be unable to validate their license. If you are using an older version and require an upgrade, please submit a request to the IT Service Desk.
NOTE: This does not affect individual licenses like AutoCAD LT.
Timing: 10am to 11am, Thursday, July 18.
Preparation: Please save your work prior to the maintenance window.
Jul 17, 13:47 PDT
Maintenance: Papercut Software Update; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 18, 10:30 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 18, 09:00 PDT
Scheduled - What is impacted: Papercut Software; Technicians will be installing updates to our Papercut managed print system.
Level of impact: Service Interruption. FindMe printing will continue to work, however Employees and Students will not be able to open the Papercut software or web portal during the maintenance period.
Timing: 9am to 10:30am, Thursday, July 18.
Preparation: Please plan to access the Papercut software/web portal outside of the maintenance window.
Jul 17, 13:44 PDT
Jul 17, 2024

No incidents reported.

Jul 16, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 16, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 16, 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
Jul 3, 11:26 PDT
Jul 15, 2024
Eduroam Wireless Access Issues impacting all VIU Employees and Students.
Resolved - A stable solution is in place and this incident is now resolved.

If you are an employee who has logged into Eduroam in the past, and it will not let you connect, please make the following change:
1. Go into your network settings and "forget" the Eduroam network.
2. Then reconnect using your full VIU email address as the your username.

It will then connect you as normal.

Updated documentation can be found in our Knowledge Base on the VIU Technology site: technology.viu.ca
Jul 15, 09:27 PDT
Monitoring - A solution is in place, and is currently stable.

However if you are an employee who has logged into Eduroam in the past, you will need to make change. Go into your network settings and "forget" the Eduroam network. Then reconnect using your full VIU email address as the your username. It will then connect you as normal.

IT will be updating the documentation on our website shortly to reflect this change.

We will continue to monitor Eduroam over the next few days, ensuring the new sign-in process works as planned.

Next update: 4pm, Wednesday, July 12.
Jul 8, 14:21 PDT
Investigating - At approximately 7:30pm, Friday, July 5, a challenge arose with VIU accounts authenticating with the Eduroam system. Non-VIU accounts continue to work normally, only VIU student and employee accounts are impacted. We advise students and employees use the VIU-Secure wireless network for their wireless needs when on site.

Our technicians are currently investigating.

Estimated resolution time: Unknown.
Next update: By 2pm today.
Jul 8, 09:36 PDT
Jul 14, 2024
Maintenance: VIU Employee Portal; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 14, 02:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 14, 00:00 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: 12am to 2am, Sunday, July 14.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.
Jul 10, 11:32 PDT
Jul 13, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Jul 13, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 12, 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.
Jul 3, 11:18 PDT
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