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
InVIU ? Operational
Student Self-service: My Student Record ? Operational
Administrative Systems ? Operational
Student Records (SRS) Operational
Financial Records System (FRS) Operational
HR/Payroll/Employee & Applicant Portal (Stargarden) Operational
Admin Systems Portal (VIUWeb) Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Maintenance: VIU Employee Portal; Service Interruption Apr 19, 2024 21:00 - Apr 20, 2024 04:00 PDT
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, Friday, April 19. Ending 4am, Saturday, February 25.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.
Posted on Apr 17, 2024 - 13:19 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Apr 19, 2024 21:00 - Apr 20, 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 Apr 10, 2024 - 13:29 PDT
Weekly Maintenance: VIU Websites; No Service Interruption Apr 23, 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 Apr 10, 2024 - 15:07 PDT
Maintenance - wordpress.viu.ca; Service Interruption Apr 24, 2024 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, April 24.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.
Posted on Apr 16, 2024 - 15:20 PDT
Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption Apr 24, 2024 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, April 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
Posted on Apr 16, 2024 - 15:34 PDT
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Apr 26, 2024 21:00 - Apr 27, 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 Apr 09, 2024 - 16:09 PDT
Past Incidents
Apr 19, 2024
Maintenance: Papercut Scan-to-Email update; No Interruption
Completed - The scheduled maintenance has been completed.
Apr 19, 09:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 18, 13:00 PDT
Scheduled - What is impacted: Papercut enabled Ricoh Multi-Function Printers; We are deploying an update for Scan to Email on the large Ricoh Multi-Function Printers. All staff and Students will now be able to enter a custom email address when using the Papercut scan-to-email option on Ricoh MFDs.
Level of impact: No Interruption. The update will install in the background.
Timing: 1pm, Thursday, April 18.
Preparation: None required.
Apr 17, 13:46 PDT
Apr 18, 2024
Outlook on the Web - Shared Mailboxes
Resolved - We have received an update from Microsoft about a solution for the shared mailbox issue with Outlook on the Web:

“The fix completed deployment and we confirmed with affected users that service has been restored. This incident is now closed.”
Apr 18, 14:27 PDT
Update - No new updates as yet from Microsoft regarding the potential fix they were deploying late in the day on April 17.

"Microsoft technicians are now deploying a fix. This should restore consistent access to shared mailboxes in Outlook for the Web. They are monitoring its progress, and expect to have a remediation timeline by the next scheduled update."

Resolution time: Unknown.
Next update: 3pm, Thursday, April 18.
Apr 18, 11:34 PDT
Update - No new updates as yet from Microsoft regarding the potential fix they were deploying late in the day on April 17.

"Microsoft technicians are now deploying a fix. This should restore consistent access to shared mailboxes in Outlook for the Web. They are monitoring its progress, and expect to have a remediation timeline by the next scheduled update."

Resolution time: Unknown.
Next update: 11am, Thursday, April 18.
Apr 18, 09:23 PDT
Identified - Microsoft technicians are now deploying a fix. This should restore consistent access to shared mailboxes in Outlook for the Web. They are monitoring its progress, and expect to have a remediation timeline by the next scheduled update.

Resolution time: Unknown.
Next update: 9:30am, Thursday, April 18.
Apr 17, 15:59 PDT
Investigating - VIU is currently experiencing email issues. Some users may be unable to access shared mailboxes when using Outlook on the Web.
Shared mailboxes are still accessible via the Desktop and Mobile apps.

Microsoft technicians are working on a solution.

Resolution time: Unknown.
Next update: 3:30pm Today.
Apr 17, 09:48 PDT
Maintenance: Software Update; No interruption
Completed - The scheduled maintenance has been completed.
Apr 18, 03:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 18, 01:00 PDT
Scheduled - What is impacted: VIU Student Lab Workstations; Technicians will be deploying Safe Exam Browser to all Student Computer Lab workstations.
Level of impact: No Interruption. The software will download and install in the background. No restart is required.
Timing: Beginning at 1am, Thursday, April 18. Continuing until installation on above workstations is complete.
Preparation: None required.
Apr 17, 13:41 PDT
Apr 17, 2024
Microsoft Incident: Possible delays in sending and receiving email.
Resolved - Microsoft Technicians identified a recent update to their Canadian infrastructure as the probable source of this issue.
Rolling back this update has successfully restored normal email delivery times.

Microsoft considers this challenge to be resolved.
Apr 17, 13:58 PDT
Identified - Microsoft has identified a recent update to their Canadian infrastructure that may be contributing to this issue. They are in the process of rolling back the update, as a potential remediation option.

Resolution time: Unknown.
Next update: 2:30pm, today.
Apr 17, 12:17 PDT
Investigating - Microsoft is currently experiencing challenges with their Exchange Online (EXO) email service. Inbound and outbound email messages may be intermittently delayed with any EXO mailbox. This includes all @viu.ca mailboxes.

Microsoft technicians are investigating.

Resolution time: Unknown.
Next update: 12:30pm, today.
Apr 17, 09:58 PDT
Apr 16, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Apr 16, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 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
Apr 10, 13:29 PDT
Apr 15, 2024

No incidents reported.

Apr 14, 2024

No incidents reported.

Apr 13, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Apr 13, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 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.
Mar 27, 13:18 PDT
Apr 12, 2024
Apr 11, 2024
Maintenance: VIU Devices - Certificate Updates; No Interruption
Completed - The scheduled maintenance has been completed.
Apr 11, 11:15 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 11, 11:00 PDT
Scheduled - What is impacted: All VIU Devices; IT will be deploying updated Security Certificates to all VIU devices.
Level of impact: No Interruption. The updated certificates will deploy in the background and will not interfere with your workflow.
Timing: 11am, Thursday, April 11.
Preparation: None required.
Apr 10, 13:32 PDT
Apr 10, 2024
Maintenance: Server Restarts; Service Interruption impacting employees and students
Completed - The scheduled maintenance has been completed.
Apr 10, 19:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 17:00 PDT
Scheduled - 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 5pm. 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)
Apr 3, 13:28 PDT
Maintenance: Server Restarts; Service Interruption impacting employees and students
Completed - The scheduled maintenance has been completed.
Apr 10, 08:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 06:00 PDT
Scheduled - 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 6am. 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)
Apr 3, 13:26 PDT
Apr 9, 2024
Weekly Maintenance: VIU Websites; No Service Interruption
Completed - The scheduled maintenance has been completed.
Apr 9, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 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 3, 12:54 PDT
Apr 8, 2024

No incidents reported.

Apr 7, 2024

No incidents reported.

Apr 6, 2024
Weekly Maintenance: IT Client and Ticket Portals; Service Interruption
Completed - The scheduled maintenance has been completed.
Apr 6, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 5, 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 3, 12:53 PDT
Apr 5, 2024
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