Notice #139804
Identified

Issues with Adobe Creative Cloud and Adobe Applications

Began:

We have now identified the problem and have a fix that can be applied to your device.

To be sent the instructions, please log a ticket via the Self Service Portal (help4u.dundee.ac.uk) and a member of the team will be in touch.

We are aware that some users are experiencing issues with the installation and use of Adobe applications, this includes Adobe Creative Cloud

We are currently investigating the issue (including ongoing liaison with Adobe).

If you experience any issues with Adobe products please get in touch with us via help4u.dundee.ac.uk

We will update this post with progress.

Apologies for any inconvenience.

Notice #136407
Identified

Accessing Files on My Dundee

Began:

We’ve confirmed this issue is a software defect, but we don’t yet have a target release to deliver the fix.

In the meantime if you encounter this issue when using Edge please use an alternative browser or set the "Open Office files in the Browser" option in Edge to "Off: 1) Open Edge settings 2) Select Downloads 3) Set Open Office files in the Browser to Off

Our vendor is still investigating this issue but in the meantime, if this issue occurs in a browser other than Edge, please take a screenshot of your full screen, note the browser and version number and send this to Help4U (help4u.dundee.ac.uk). This step is vital to being able to report this to Blackboard.

While Blackboard work on resolving this issue, you can adjust the settings in your browser to manage what happens when you download a file. The issue is occurring when the downloaded file tries to open in your browser, and you can adjust the settings to turn this option off.

Manage download settings in:

Chrome (look at the section on changing default download permissions) Firefox Safari Edge: Open Microsoft Edge , then select Settings and more > Settings Select Downloads and toggle Open Office files in the browser off.

We can now confirm that this issue is restricted to users who are accessing MyDundee via the Edge browser.

If you are affected by this issue then please use an alternative browser such as Chrome until the matter is resolved.

We’ve received a number of reports detailing a 404 error when trying to access files in My Dundee.

The reports we have received are early and we’re investigating both the cause and the extent of the issue. We are also in touch with the vendor, Blackboard, to try and resolve the issues as soon as possible. Please continue to report any issues you encounter through the Self Service Portal (help4u.dundee.ac.uk) , detailing the module code and file name and type of file you cant access i.e. PowerPoint, Word, Excel etc

Notice #134176
Identified

Network Connectivity Issues on Campus

Began:

We have now identified all affected devices and will be contacting the user of these devices in the New Year to advise them of our next steps.

Whilst there is a workaround in place, the Problem Team are continuing to work on proactively identifying devices that may be affected by this issue. Once this work is complete, we will then contact users directly to offer them a suitable time to have the workaround applied to their device.

We are continuing to rollout the fix to identified affected devices.

We have now applied the fix to 80% of shared devices (Teaching Rooms, IT Suites and Library devices) and are continuing to make our way round the remaining ones.

If you your own University Managed device is affected, and you have not yet logged a ticket with us, but are affected by this issue, then login to the Help4U Self-Service Portal (help4u.dundee.ac.uk), click on the relevant 'Broad service disruption', and select 'I am affected by this disruption. Please then update your ticket with the device name (W-XXXXXXX) and a member of IT staff will be in touch to advise on the next steps.

The Problem Team have now identified a fix for the issue where managed devices are unable to successfully establish a wired and wireless connection.

This fix will be applied in two ways:

  1. To all shared managed devices (Student use devices, teaching room devices and IT Suites) through a rollout programme starting on Tuesday 9th November
  2. To all users who identified their device as being affected via logging a ticket with Help4u

A communication will be sent to all staff and students in due course advising them of this rollout programme and how it will affect them.

We have now applied a temporary workaround to all known affected devices.

Moving forward, we believe to have established root cause and are currently testing a fix. Once we are confident that this will indeed solve the issue, we will coordinate a rollout and contact users in due course.

A further email was sent to all staff yesterday with updated advice on how to conduct teaching in our Teaching Rooms and this advice will remain in place until notified otherwise.

We are continuing to investigate this complex issue. At present, we have a temporary workaround we are in the process of rolling out to individual user University managed devices where a ticket has been logged with UoDIT via Help4u.

For shared devices in areas such as Teaching Rooms, IT Suites and Libraries, we are continuing to establish the best way in which to deploy this temporary fix. A communication will be sent to Teaching staff advising them of the issues in these areas, which will include advice on how to connect their laptop in the Teaching Room as an alternative to using the PC.

We thank you again for your continued patience.

We are continuing to investigate this issue but in the meantime, we are able to provide a temporary workaround to affected users.

If you have already logged a ticket with us, we will be in contact shortly to let you know when this workaround will be applied to your device.

If you have not yet logged a ticket with us, but are affected by this issue, then login to the Help4U Self-Service Portal (help4u.dundee.ac.uk), click on the relevant 'Broad service disruption', and select 'I am affected by this disruption. Please then update your ticket with the device name (W-XXXXXXX) and a member of IT staff will be in touch to advise when the workaround has been applied to your device.

Thank you for your continued patience.

We have now established a Problem Team that includes colleagues from within UoD IT as well as our network managed service provider to investigate further.

Be assured we are treating this as a priority and are doing our utmost to establish root cause and provide a fix.

Please accept our apologies for the inconvenience this is causing,

We are still investigating this issue with our supplier to establish root cause.

We apologise for the ongoing inconvenience.

We are aware of wired and wireless connectivity issues affecting users on campus. This is not related to the recent network outages experienced during the evening of Monday 25th October and briefly on the morning of Tuesday 26th October. This issue started prior to these outages and does not affect users working off campus.

We are working with our supplier to investigate root cause and will update this post as we continue to work through the issue.

Affected by this issue? Login to the Help4U Self-Service Portal (help4u.dundee.ac.uk), click on the relevant 'Broad service disruption', then select 'I am affected by this disruption'.

Notice #130372
Underway

LFS undergoing offline filesystem check

Began:

User-facing services are now back online. We will seek advice on how to proceed from the storage software vendor -- the logs the partial check created may be sufficient, or we may need to run a full check at a later date (i.e. this weekend).

The work is going to over-run significantly. The estimate for the current phase is a further 1h 48m 12s and there may be subsequent phases. We will abort the check for the time being and bring user-facing services back online.

The work is underway. We'll keep you updated on our progress.

We will be performing an offline filesystem check on the LFS storage as part of diagnostics recommended by the storage software vendor (IBM). Both samba and NFS will be unavailable for the duration of this check, which we estimate will take two hours, but may potentially take longer.

  • My Dundee and learning tools
    • Blackboard (My Dundee)
    • Collaborate Ultra
    • ExamOnline
    • MedBlogs
    • Moodle
    • Questionmark OnDemand
    • Turnitin
    • Yuja

      Learning and Teaching video storage

  • Wifi and wired network
    • eduroam wifi
    • Wired network
    • _TheCloud
    • StudentResidences
  • eVision
  • Telephones
  • Library systems
    • Library search
    • Entrance gates
  • Identity, passwords, and login
    • Password change portal
    • Single sign-on (Azure AD)
    • Life Sciences AD
  • Desktops
    • Staff desktop (Windows 10)
    • Student desktop (Windows 10)
    • Managed Mac (Jamf) desktop
    • Remote Desktop (VDI, RDP, Leostream)
  • Email

    Your @dundee.ac.uk email via Office 365

  • Business administration systems
    • SITS
    • P3
    • iGRasp
    • OPD booking system (Aspire)
    • OneUniversity
  • Printing
    • pay2print
    • Network printers in staff offices
  • Research systems
    • Discovery portal (Pure)
  • High Performance Compute (HPC) Cluster
  • Storage and files
    • OneDrive
    • H:\
    • Research file store
    • S:\
  • Web Services

    Content management systems, portals, web hosting, web analytics, user experience design, and URL management. Also includes website and mobile application development.

    • UoD App

      Previously known as Library App, Mobile App, CampusM

    • T4 content management system
    • Drupal Aegir CMS
    • WordPress blog network
  • Virtual Private Network (VPN)
  • Timetabling and room bookings
    • LibCal (Library room bookings)
    • timetable.dundee.ac.uk
    • Resource Booker
  • Applications
    • AppsAnywhere
Upcoming maintenance and changes

[Scheduled] VPN maintenance and loss of on campus network and telephony services

  • eduroam wifi
  • Virtual Private Network (VPN)
  • Telephones
  • StudentResidences
  • _TheCloud
  • Wired network
  • Wifi and wired network

Whilst essential electrical work is carried out to ensure the ongoing resilience of our network, there will be a short disruption to services.

During this maintenance window, wired, wireless and IP telephony on campus will be unavailable. In addition to this, we will be carrying out work on our VPN service at the same time. When the work begins, any existing VPN connections will be dropped and all new connections will be refused.

[Scheduled] iGrasp maintenance (happens every 4 weeks)

  • iGRasp

Our third party vendor is doing maintenance work on iGrasp, during which time the service will be unavailable for up to 15 minutes. This will affect the:

• administration aspects of iGRasp users interact with • front end website (jobs.dundee.ac.uk) that candidates interact with

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2111-046

[Scheduled] PG Moodle Maintenance

  • Moodle

Our third party vendor is carrying out maintenance work on PG Moodle, during which time the service will be unavailable.

Expected downtime is 14th Feb 09.00 - 13.00

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

[Scheduled] iGrasp maintenance (happens every 4 weeks)

  • iGRasp

Our third party vendor is doing maintenance work on iGrasp, during which time the service will be unavailable for up to 15 minutes. This will affect the:

• administration aspects of iGRasp users interact with • front end website (jobs.dundee.ac.uk) that candidates interact with

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2111-048

[Scheduled] PG Moodle Maintenance

  • Moodle

Our third party vendor is carrying out maintenance work on PG Moodle, during which time the service will be unavailable.

Expected downtime is 9th March 13.00 - 17.00

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

[Scheduled] iGrasp maintenance (happens every 4 weeks)

  • iGRasp

Our third party vendor is doing maintenance work on iGrasp, during which time the service will be unavailable for up to 15 minutes. This will affect the:

• administration aspects of iGRasp users interact with • front end website (jobs.dundee.ac.uk) that candidates interact with

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2111-047

[Scheduled] iGrasp maintenance (happens every 4 weeks)

  • iGRasp

Our third party vendor is doing maintenance work on iGrasp, during which time the service will be unavailable for up to 15 minutes. This will affect the:

• administration aspects of iGRasp users interact with • front end website (jobs.dundee.ac.uk) that candidates interact with

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2111-049

[Scheduled] iGrasp maintenance (happens every 4 weeks)

  • iGRasp

Our third party vendor is doing maintenance work on iGrasp, during which time the service will be unavailable for up to 15 minutes. This will affect the:

• administration aspects of iGRasp users interact with • front end website (jobs.dundee.ac.uk) that candidates interact with

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2111-050

[Scheduled] iGrasp maintenance (happens every 4 weeks)

  • iGRasp

Our third party vendor is doing maintenance work on iGrasp, during which time the service will be unavailable for up to 15 minutes. This will affect the:

• administration aspects of iGRasp users interact with • front end website (jobs.dundee.ac.uk) that candidates interact with

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2111-051


Previous notices

[Resolved] Timetabling Unavailable

Began: Ended: Duration:
  • LibCal (Library room bookings)
  • timetable.dundee.ac.uk
  • Timetabling and room bookings
  • Resource Booker

We are aware of an issue with Timetabling Service - with users unable to access details of classes .

This is being investigated - apologies for any inconvenience this is causing.

Access to Timetabling has now been restored. Thanks for your patience whilst we resolved this issue

[Resolved] YuJa - Videos Not Playing

Began: Ended: Duration:
  • Yuja

We have had reports from approximately 1 PM GMT that videos recorded in YuJa are not playing. The video appears to load, but is stuck on the loading screen and does not progress.

We are currently working with YuJa to resolve this issue. If you experience this issue, please log a ticket via our Self Service Portal https://uod-servicedesk.topdesk.net/ and be sure to include the module where it occurred, your browser and your browser version. Updates will be posted on the CTIL blog https://ctil.dundee.ac.uk/contributor/ctil/yuja-service-incident/

For instructions on how to find your browser version please check out https://www.digitaltrends.com/computing/how-to-determine-your-browser-version/

YuJa have confirmed that the issue is resolved and we have tested and confirmed this as well. If you have any further issues, please let us know ASAP by logging a ticket in Help4U.

[Complete] P3 (Oracle HRMS) Maintenance

Began: Ended: Duration:
  • P3

Symatrix, our third party support partner is doing maintenance work on P3, during which time the service will be unavailable.

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2201-017

The work is underway. We'll keep you updated on our progress.

The work is now complete. Thanks for your patience.

[Complete] We’re doing maintenance work on The Cloud wifi

Began: Ended: Duration:
  • _TheCloud

Our third-party vendor, Sky Network, is doing maintenance work on The Cloud wifi, during which time the service will be unavailable.

On Tuesday 18 January 2022, there will be an interruption to The Cloud service of 30 mins between 13:30 and 14:00. However, the service should be considered at risk between 13:00 and 16:00.

While we don't expect any issues, sometimes unexpected things happen. We'll update this post with progress.

Change reference number: C2201-010

The work is underway. We'll keep you updated on our progress.

The work is now complete. Thanks for your patience.

No further notices from the past 7 days.