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
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 Dec 07, 2022 - 11:42 PST
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 5am, Sunday, December 11.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.

Posted on Dec 07, 2022 - 12:34 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 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
- 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, HRIS and isapp.viu.ca sites)
- VIU databases (including Checkbox Survey, Research Office app, StarRez, Tableau)

Posted on Dec 07, 2022 - 13:20 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 Wednesday
Preparation: None

Posted on Dec 07, 2022 - 11:39 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 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)

Posted on Dec 07, 2022 - 13:23 PST
What is impacted: : All applications at https://isapp.viu.ca/ will be unavailable during the maintenance period. This includes the Student Record System, Student Ledger, Online Student Record, Gradebook, etc. Scheduled jobs and integrations from applications on isaapp to vendor systems will also be paused during this time.
Level of impact: Service Interruption. During the maintenance period the above systems and tools will be unavailable.
Timing: Beginning 5pm Friday, December 16. Ending 8am Monday, December 19.
Preparation: Please save your work and log out of all isapp.viu.ca applications prior to the maintenance window. Wait until after the scheduled maintenance is complete before logging back in.

Posted on Nov 30, 2022 - 13:38 PST
Past Incidents
Dec 7, 2022

No incidents reported today.

Dec 6, 2022

No incidents reported.

Dec 5, 2022

No incidents reported.

Dec 4, 2022

No incidents reported.

Dec 3, 2022

No incidents reported.

Dec 2, 2022
Resolved - VIU’s internet provider had a hardware failure that broke the internet connection to the Nanaimo Camus around 9am. The outage lasted about 25 minutes while technicians replaced the defunct equipment. Once replaced, our internet connection came back online.
Dec 2, 09:00 PST
Dec 1, 2022

No incidents reported.

Nov 30, 2022
Completed - The scheduled maintenance has been completed.
Nov 30, 19:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 30, 09:00 PST
Scheduled - What is impacted: Building 700 Cowichan - Wireless network; Technicians will be performing updates to the wireless systems on the Cowichan Campus. These include VIU-Secure, VIU-Guest and Eduroam wireless networks.
Level of impact: Possible Service Interruption. During the maintenance window Wireless connections may be disrupted for up to five minutes as technicians replace or upgrade wireless systems in your area. In most cases there will be no interruption, as other access points in the area pick up the slack.
Timing: 9am to 7pm, Wednesday November 30.
Preparation: If you are disconnected while connected to one of the above wireless networks, please wait a few minutes and the service may resume. If the or try reconnecting to the wireless network after a short period of time.

Nov 23, 14:09 PST
Completed - The scheduled maintenance has been completed.
Nov 30, 15:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 30, 10:01 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 Wednesday
Preparation: None

Nov 22, 15:53 PST
Resolved - The IT Service Desk phone line service now available. We can now receive and pick up calls as normal. Our vendor reports that they have deployed a fix and the situation is now resolved.
We would like to thank the community for their patience while our phones were down.

Thank you,
Information Technology Services

Nov 30, 11:46 PST
Monitoring - We have re-opened the IT Service Desk Phone, and can receive calls as normal
The vendor has corrected the issue, and will continue to monitor the situation.

Next update: 12:30pm today.

Nov 30, 10:51 PST
Investigating - Employees and students calling into the IT Services Desk will end up in our phone queue, however we cannot pick up the calls.
Our vendor reports this is a major issue, across their client base and they are investigating.

Please email ithelp@viu.ca with your challenges, while our vendor works to restore our phone service.
For urgent challenges, indicate “urgent” in the subject line and we will respond accordingly.

NOTE: This only impacts the IT Service Desk phone line, and the rest of the institutions phones are not affected.

Resolution time: Unknown
Next update: 12:30pm today.

Nov 30, 09:52 PST
Nov 29, 2022

No incidents reported.

Nov 28, 2022

No incidents reported.

Nov 27, 2022

No incidents reported.

Nov 26, 2022

No incidents reported.

Nov 25, 2022

No incidents reported.

Nov 24, 2022
Completed - The scheduled maintenance has been completed.
Nov 24, 18:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 24, 17:00 PST
Scheduled - What is impacted: All institutional software relying on the VIU Oracle Database. VIU Applications including Student Record System, Student Ledger, viuweb, online student records, Photo ID, class list management, class list emailing, and gradebook (applications relying on the VIU Oracle Database). Applications not impacted include employee portal, HRIS, FIS, VIULearn and Zoom. A key VIU database is receiving some critical updates.
Level of impact: Service Interruption. During the maintenance period the above systems and tools will be unavailable.
Timing: 5pm to 6pm, Tuesday, November 29.
Preparation: Save all work and close these systems and all applications connected to these systems prior to the maintenance window. Do not use these systems during the maintenance window.

Nov 23, 15:03 PST
Nov 23, 2022
Completed - The scheduled maintenance has been completed.
Nov 23, 19:01 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 23, 13:00 PST
Scheduled - What is impacted: Global Protect and VIU Wireless Networks (VIU-Secure, VIU-Guest, as well as EduRoam); VIU Technicians VIU performing an upgrades to both our GlobalProtect VPN platform and to VIU Wireless Networks (VIU-Secure, VIU-Guest, as well as EduRoam).
Level of impact: Possible Service Interruption. The above services are very robust, and we don’t anticipate a service interruption during the upgrade process. However, when upgrading complex systems the risk is never zero.
Timing: 1pm to 7pm Thursday November 23.
Preparation: For VPN users, please save a local copy of the files you may need to use during the maintenance window. For wireless access users, you may need to connect your device to a dock that is wired into our physical network, or use a desktop computer if the wireless networks go down.

Nov 16, 14:41 PST
Completed - The scheduled maintenance has been completed.
Nov 23, 19:01 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 23, 17:00 PST
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: 5pm to 7pm, Thursday, November 17.
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.

Nov 17, 17:00 PST
Completed - The scheduled maintenance has been completed.
Nov 23, 15:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 23, 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 Wednesday
Preparation: None

Nov 16, 13:16 PST
Completed - The scheduled maintenance has been completed.
Nov 23, 07:00 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 23, 06:00 PST
Scheduled - What is impacted: Wordpress.viu.ca; The server hosting the VIU WordPress sites is receiving monthly updates and must be restarted.
Level of impact: Service Interruption. Wordpress.viu.ca will be unavailable for up to 15 minutes during the maintenance window.
Timing: 6:00 am to 7:00 am Wednesday
Preparation: Please wait until after the maintenance window to log into WordPress.

Nov 16, 13:53 PST