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 ? 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: IT Client and Ticket Portals; Service Interruption Jul 18, 2025 21:00 - Jul 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 Jul 02, 2025 - 11:44 PDT

Maintenance: VIU Employee Portal; Service Interruption Jul 19, 2025 20:00 - Jul 20, 2025 03:00 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, Saturday, July 19. Ending 4am, Sunday, July 20.
Preparation: If needed, please plan to use the Employee Portal outside of the Maintenance Period.

Posted on Jul 15, 2025 - 13:01 PDT

Weekly Maintenance: VIU Websites; No Service Interruption Jul 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 Jul 02, 2025 - 11:42 PDT

Maintenance - wordpress.viu.ca; Service Interruption Jul 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, July 23.
Preparation: Please save any changes and log out your VIU WordPress blog prior to the maintenance window.

Posted on Jul 02, 2025 - 11:48 PDT

Maintenance - VIU Network Storage (U-Drive, Shares, etc.); Service Interruption Jul 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, July 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

Posted on Jul 02, 2025 - 11:49 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Jul 25, 2025 21:00 - Jul 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 Jul 02, 2025 - 11:45 PDT

Weekly Maintenance: VIU Websites; No Service Interruption Jul 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 Jul 02, 2025 - 11:43 PDT

Weekly Maintenance: IT Client and Ticket Portals; Service Interruption Aug 1, 2025 21:00 - Aug 2, 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 Jul 02, 2025 - 11:45 PDT
Jul 18, 2025

No incidents reported today.

Jul 17, 2025
Completed - The scheduled maintenance has been completed.
Jul 17, 10:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 17, 09:00 PDT
Scheduled - What is impacted: Technicians will be installing software updates to our Managed Print PaperCut Server.
Level of impact: Service Interruption. During the update process the printing using Managed Print printers, access to the PaperCut Server and the Papercut web tool will all be unavailable. Print jobs may queue for processing, but will not print or be able to be released until after the update is complete.
Timing: 9m to 10am, Thursday, July 16.
Preparation: Please plan to compete any printing tasks outside of the Maintenance window.

Jul 16, 13:14 PDT
Jul 16, 2025

No incidents reported.

Jul 15, 2025
Completed - The scheduled maintenance has been completed.
Jul 15, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 15, 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 2, 11:42 PDT
Completed - The scheduled maintenance has been completed.
Jul 15, 08:30 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 14, 08:30 PDT
Scheduled - What is impacted: As part of our migration to Teams Calling, a change is being made our Microsoft Teams system. We are removing a restriction so that all VIU accounts will show up when creating a chat or making a Teams Call.
Once this restriction has been removed, Employees who have been migrated to Teams Calling will be able to call a Department phone number by name. So instead of calling the IT Service Desk via our phone number, you could enter "IT Service Desk" instead. Both will call out to our phone number.
Level of impact: No Interruption. The change will start rolling out at 8:30. With could side changes, it can take up to 24 hours to spread to all devices.
Timing: Beginning at 8:30am, Monday, July 14. Continuing until all devices are updated.
Preparation: None.

Jul 9, 13:12 PDT
Jul 14, 2025
Jul 13, 2025

No incidents reported.

Jul 12, 2025
Completed - The scheduled maintenance has been completed.
Jul 12, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 11, 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 2, 11:43 PDT
Jul 11, 2025
Jul 10, 2025

No incidents reported.

Jul 9, 2025
Completed - The scheduled maintenance has been completed.
Jul 9, 19:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 9, 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 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)

Jul 2, 11:47 PDT
Completed - The scheduled maintenance has been completed.
Jul 9, 08:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 9, 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 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)

Jul 2, 11:46 PDT
Jul 8, 2025
Completed - The scheduled maintenance has been completed.
Jul 8, 15:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 8, 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 2, 11:41 PDT
Jul 7, 2025

No incidents reported.

Jul 6, 2025

No incidents reported.

Jul 5, 2025
Completed - The scheduled maintenance has been completed.
Jul 5, 00:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 4, 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.

Jun 10, 14:40 PDT
Jul 4, 2025