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**** COMPLETED**** Essential maintenance to account provisioning system

Update: The account provisioning system is now available. Thank you for your patience during this essential maintenance window.

 

Update: We expect the account provisioning system to become available again at 12:00 today, Thursday 03 May 2018.

 

Commencing at 16:30 hours on Wednesday 02 May 2018 the service we use to create My Birkbeck accounts will be unavailable while essential maintenance is carried out.

This message will be updated when the maintenance is complete. 

We apologise for any inconvenience caused.

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Some Wordpress sites temporarily unavailable

Some Wordpress sites may become temporarily unavailable during today while we undertake essential maintenance. We apologise for the inconvenience.  We will update this message when the maintenance is complete.

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**RESOLVED** Email service interruption

We are currently investigating a fault with our email systems affecting the ability to receive emails, Gmail, some SMTP based email services.

13:00 The fault has been resolved and email services have been restored as at 12:55. In-bound messages are now being received, but a proportion of messages sent to us between 01:00am and 13:00 will not have been delivered. If you are expecting urgent emails and they haven't arrived, please prompt the sender to resend. Out-bound mail is now being delivered, however if you sent a message to a distribution list during this time it will not have been sent, please resend it. We will be reviewing this incident to see what improvements can be made and I apologise for any inconvenience caused.

10:10 Update: We believe we have identified the fault. The ETA to have this resolved is 13:00 today

There is a fault affecting the delivery of inbound email, GMail and some SMTP based email services.

We are investigating and will provide an update when the underlying problem has been identified.

People sending mail TO Birkbeck are receiving a "550 Unknown User" message.

Staff can send email OUT to named recipients, however, sending email to a Mail Group is not working (no error message is received).

Gmail services do not appear to be working.

SMTP notification services are also affected.

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***COMPLETED*** BMA - Urgent Network Maintenance Monday 16th April 07:00 - 10:00

Due to urgent and necessary network maintenance at the British Medical Association on Monday, the network will be unavailable during this period.

Due to urgent and necessary data network maintenance at the British Medical Association on Monday 16th April between 07:00 an 10:00, the network will be unavailable during this period. This will affect staff's ability to login to the network, access documents and other online resources and use WiFi.

I do apologise for the inconvenience caused.

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**Completed** - Exchange Server maintenance on Tuesday morning (17th April)

This work is completed, and no services were affected (after all).

IT Services

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Exchange Server maintenance on Tuesday morning (17th April)

Tomorrow morning (Tuesday 17th April) IT Services are planning to carry out maintenance on our Exchange Email service during the period reserved for systems maintenance.

This work is due to start early in the morning and is expected to be completed by 09.00 but affected services should be considered 'at risk' until 10.00.

The work is to carry out maintenance work on Public Folders to iron out some replication problems.

This work should be mostly non-disruptive. Outlook users may get re-prompted to authenticate as the work proceeds.

We will keep service news updated on progress, and I will circulate another message to confirm that the work is completed.

We apologise for any inconvenience this may cause.

IT Services

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**Resolved** Birkbeck Malet St buildings (including the extension building) closed for rest of the day (Friday 6 April 2018) - major power outage

The main Birkbeck Malet St buildings (including the extension building) have had to be closed today (Friday 6 April 2018) until tomorrow morning due to a widespread power outage. This is due to a UK Power Networks fault which is affecting many buildings in the area.

This means the Birkbeck Library will remain closed until tomorrow. For students who wish to study this evening, rooms will be made available in the Clore Building, Russell Square building and Gordon Square building until 9pm tonight.

Birkbeck IT facilities that were unavailable have now been restored and are fully operational.

We apologise for any inconvenience caused. 

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**Completed** - registry_website_maintenance_downtime

Maintenance work on the Registry website was completed at 10:30am Wed 28th March and the site is now available for use as normal.

 The Registry website at http://www.bbk.ac.uk/registry/ will be unavailable on Wednesday March 28th 2018 between 8:30am and 9:30am while maintenance work is carried out.

Site editors should avoid using the site until they receive confirmation from IT Services that they can resume editing.

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**Completed** - Staff Approval web site maintenance Monday, March 26th

Updated 15.00 March 26th, 2018: The Staff Approval web site maintenance has been completed. You may now recommence using the Staff Approval web site. 

Commencing at 0900 hours on Monday, March 26th the Staff Approval web site will be unavailable while essential maintenance is carried out. Please do not attempt to use the Staff Approval site on Monday, until this message is updated to confirm the site maintenance is complete.

We apologise for any inconvenience caused.

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** Completed ** - External access to Exchange mail services

Exchange, Email, OWA, Outlook Web

The load-balancers serving external Exchange connections will be modified tomorrow morning, Tuesday 13th March.

External Exchange services that will be affected POP3, SMTP, HTTPS (owa), and IMAPS etc.

 

The work is expected to take less than 30 minutes and should be completed by 7.30AM.

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*** RESOLVED*** Connectivity problems - Update

10:20 The connectivity problems have now been resolved, all services should be operating normally.

 

08:40 We are experiencing connectivity problems this morning, some users are reporting they are unable to access VPN, MyBirkbeck and Outlook Web.

Moodle is unaffected at this point.

Janet have confirmed they are undertaking maintenance and that this is having an unexpected impact on services. Maintenance is due to be complete by 09:30

Our apologies for the disruption this outage is causing  

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***RESOLVED*** Moodle is now available - Update

17:00 1/3/2018 Live Moodle is now available

17:00 Update – Live Moodle is now available for use. We apologise once again for any inconvenience caused and will be working with CoSector to understand what caused this outage and what can be done in future to minimise the risk of reoccurrence.

15:55 Our external hosting partner (Cosector) has provided an update: Power was lost at 11:20 today and restored by 12:00. Cosector are currently still in the process of recovering services and they believe they are half way through the recovery process. We apologise again to all our users and thank you for your patience.


Moodle is currently unavailable due to an unexpected outage at our hosting partner's data centre.

Our external hosting partner is experiencing power problems which are being investigated.

They are recovering services and are expecting to be operational in 2-3 hours (2:30pm - 3:30pm)

We will post further updates as they become available.

Apologies to everyone impacted by this unexpected outage.

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Service Desk - Revised Opening Times - Wed 28 Feb 18

Due to travel difficulties the Service Desk will not open until 2pm today for face to face enquiries. Telephone (0207 631 6543) and email () queries will be responded to as usual.

We apologise for any inconvenience this short notice closure causes.

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**Completed** - Exchange Server maintenance on Tuesday morning (6th February)

This work is completed

We apologise for any inconvenience this may have caused.

IT Services

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Exchange Server maintenance on Tuesday morning (6th February)

Tomorrow morning (Tuesday 6th Feb) IT Services are planning to carry out maintenance on our Exchange Email service during the period reserved for systems maintenance.

This work is due to start early in the morning and is expected to be completed by 09.00 but affected services should be considered 'at risk' until 10.00.

The work is to complete security and VMware tools updates.

This work should be mostly non-disruptive. Outlook users may get re-prompted to authenticate as the work proceeds.

We will keep service news updated on progress, and I will circulate another message to confirm that the work is completed.

We apologise for any inconvenience this may cause.

IT Services

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**Completed** - Exchange Server maintenance on Saturday evening (20th January)

This work is completed

We apologise for any inconvenience this may have caused.

IT Services

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Exchange Server maintenance on Saturday evening (20th January)

This work will start at 5pm and is to install windows updates. Although this work should be non-disruptive, except for the occasional re-authentication requests for Outlook users as services are migrated between hosts, services should be considered 'at risk' during the work.

We will keep service news updated on progress, and I will circulate another message to confirm that the work is completed.

We apologise for any inconvenience this may cause.

IT Services

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*** Completed *** Student record system (SITS) and related services unavailable - From 16:00 Wednesday 10th to 09:00 Thursday 11th January 2018

From 16:00 Wednesday 10th to 09:00 Thursday 11th January 2018 IT Services are planning to upgrade the SITS applications.

The following systems and services will be unavailable during this period. Please ensure that you have logged out the services listed below prior to the commencement of the work:

  • The SITS client desktop application
  • GURU and the BSIS portal
  • Modular Enrolment
  • Programme Enrolment
  • Programme Application
  • The Applicant Portal
  • Publications Database
  • Bizagi
  • Be Birkbeck (membership & event booking, and members’ area)
  • Teaching Resource Manager (TRM)

 

The following systems and services will offer an alternative / cut-down service during the upgrade:

 

  • My Birkbeck – some functionality will be unavailable, but Teaching Timetables and Examination Timetable will be available
  • My Birkbeck for Staff – some functionality will be unavailable
  • Self-service PCs – limited functionality will be provided on PCs and Kiosks in the My Birkbeck Student Centre, University Square Stratford and Main Building foyer – including personal timetable displays (alternative information and explanatory messages will be displayed where possible)
  • Tableau – the data from SITS will not be updated during the upgrade, but the reports will continue to be available to run against static data
  • Moodle – available, but no changes to modules or module registrations will be made in Moodle during the downtime
  • The IDB – available, but no changes to student/customer data will be made during the downtime and therefore no new student accounts will be generated during this period

 

All other systems are unaffected during the upgrade, including:

  • Online enquiries, open evening registration, prospectus requests
  • Ask a question www.bbk.ac.uk/ask
  • Birkbeck account (ITS account) password setting and resetting www.bbk.ac.uk/birkbeckaccount
  • Business World
  • bluQube
  • The Planning Tool
  • eRegisters

 

Please note the following important Teaching Resource Manager information:

  • As the Teaching Resource Manager will also be unavailable during these times, if during the down-time, you have urgent changes to make (i.e. to request changes to room bookings) for classes running on the affected dates then you should request the amendment by email stating the booking reference, the start and end time, date, capacity and room allocated to the booking you wish to amend, and detail the change required, to roombookings@bbk.ac.uk
  • If your change request is non-urgent, or is for a class running at any other time, then you should wait and submit the request when the Teaching Resource Manager is available again.

 

We apologise for any inconvenience this may cause.

IT Services

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RESOLVED: Unplanned Downtime: Self-Service Unavailable Weekend 9/10 December 2017

UPDATE MON 11 DEC 07:30: Problems continued intermittently over the weekend. Services are available again this morning. We are still working to fully understand the problem and ensure there is no repeat. Please accept our apologies once again for any inconvenience caused.

A fault has caused many of our self-service applications to become unavailable today (Saturday 9 December 2017). Systems affected include:-

  • My Birkbeck
  • My Birkbeck for Staff
  • ASK
  • Enquiry/Open Evening/Prospectus Requests
  • Birkbeck Account Management (Password setting and recovery)
  • The IDB

 

We are currently investigating the cause of the fault and working to restore services as soon as possible. We will update this news item as and when further information is available.

Please accept our apologies for the inconvenience caused.

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**Completed** - Student record system (SITS) and related services unavailable - 20:00 Friday 24th Nov to 09:00 Monday 27th Nov 2017

This Friday evening from 8pm IT Services are planning to upgrade the SITS server infrastructure.

The following systems and services will be unavailable during this period. Please ensure that you have logged out the services listed below prior to the commencement of the work:

  • The SITS client desktop application
  • GURU and the BSIS portal
  • Modular Enrolment
  • Programme Enrolment
  • Programme Application
  • The Applicant Portal
  • Publications Database
  • Bizagi
  • Be Birkbeck (membership & event booking, and members’ area)
  • Teaching Resource Manager (TRM)

 

The following systems and services will offer an alternative / cut-down service during the upgrade:

 

  • My Birkbeck – some functionality will be unavailable, but Teaching Timetables and Examination Timetable will be available
  • My Birkbeck for Staff – some functionality will be unavailable
  • Self-service PCs – limited functionality will be provided on PCs and Kiosks in the My Birkbeck Student Centre, University Square Stratford and Main Building foyer – including personal timetable displays (alternative information and explanatory messages will be displayed where possible)
  • Tableau – the data from SITS will not be updated during the upgrade, but the reports will continue to be available to run against static data
  • Moodle – available, but no changes to modules or module registrations will be made in Moodle during the downtime
  • The IDB – available, but no changes to student/customer data will be made during the downtime and therefore no new student accounts will be generated during this period

 

All other systems are unaffected during the upgrade, including:

  • Online enquiries, open evening registration, prospectus requests
  • Ask a question www.bbk.ac.uk/ask
  • Birkbeck account (ITS account) password setting and resetting www.bbk.ac.uk/birkbeckaccount
  • Business World
  • bluQube
  • The Planning Tool
  • eRegisters

 

Please note the following important Teaching Resource Manager information:

  • As the Teaching Resource Manager will also be unavailable during these times, if during the down-time, you have urgent changes to make (i.e. to request changes to room bookings) for classes running on the affected dates then you should request the amendment by email stating the booking reference, the start and end time, date, capacity and room allocated to the booking you wish to amend, and detail the change required, to roombookings@bbk.ac.uk
  • If your change request is non-urgent, or is for a class running at any other time, then you should wait and submit the request when the Teaching Resource Manager is available again.

 

We apologise for any inconvenience this may cause.

IT Services

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Server maintenance on Saturday evening (Saturday 11th November) - Exchange email and VMware VDI desktops

This Saturday evening IT Services are planning to carry out server maintenance work that will affect availability of the following services:

Exchange Email Services - This work is to upgrade storage components and to install windows updates. Although this work should be non-disruptive, except for the occasional re-authentication requests for Outlook users as services are migrated between hosts, services should be considered 'at risk' during the work.

VMware VDI desktops (bluQube, AltaHR, WebAbsences, Discoverer etc). - This work is to move the two server VMs that comprise this service to a new cluster. This work will be disruptive: These services will be taken offline for the duration of the work.

The following VDI Desktops will not be available during this work:

Agresso Excelerator
AltaHR
Apex
Bizagi Studio
bluQube
Oracle Dev Studio
Discoverer
EditOn Pro
PFact
SITS
ITS Desktop
ITS Firewall Admin

This work is due to start at 17.00 on Saturday and is expected to be completed by 21.00 but affected services should be considered 'at risk' until 22.00.

We will keep service news updated on progress, and I will circulate another message to confirm that the work is completed.

We apologise for any inconvenience this may cause.

IT Services

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Moodle maintenance on Thursday 2nd November

Urgent Moodle maintenance is required this Thursday morning (2nd November) between 6 and 9 AM, in order to fix some ongoing issues which have been affecting new accounts and enrolments onto modules. 

We do not anticipate the site being unavailable beyond 9 AM and appreciate your patience.

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***RESOLVED*** Slow login for some customers

Logins for some customers are taking up to 20 minutes. Once logged in, the system performs normally. Subsequent logins are not affected and appear to login normally.

IT Services are aware of a problem being experienced by some customers this morning relating to long login times. Whilst the first login takes a long time, please be patient while we investigate. Your login will complete, even though it may take a long time.

Once logged in, systems are responding normally and as expected, in addition, Subsequent logins are not affected are completed within a normal time frame.

Investigation is currently focused on the OfficeScan anti-virus system.

12:00 Confirmed that the slow login is a result of the OfficeScan anti-virus pushing 7 updates out to client machines during the login process - slowing it down. Unfortunately, this can't be altered at present. In the future, OfficeScan updates will be decoupled from the login process, reducing the impact on customer.

We apologise for the delay your are experiencing.

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**Resolved** Problems accessing Office 365 applications

Office 365

We are aware of a problem affecting some staff and students when trying to access Office 365 applications which include SharePoint, OneDrive, Yammer etc.

The issue is related to the allocation of the correct user license.

If you are experiencing a problem with Office 365 or SharePoint, please contact the IT Service Desk for help.

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COMPLETED: Server maintenance tomorrow morning (Tuesday 1st August)

This work was completed at ~10.30...

….and apologies for the over-run, although hopefully no Exchange Mail service outage was noticed after 10.00.

IT Services

 

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Server maintenance tomorrow morning (Tuesday 1st August)

Tomorrow morning (Tuesday 1st August) IT Services are planning to carry out server work during the period reserved for systems maintenance.

This work is due to start early in the morning and is expected to be completed by 09.00 but affected services should be considered 'at risk' until 10.00.

The work is to complete security updates and VMware tools updates to our Unified Access Gateway, VPN services and Exchange Email Services.

The services that will be affected will be:

VPN Services - the Staff VPN Service at vpn.bbk.ac.uk (193.61.55.240)
Exchange Email Services - All external connectivity to Exchange Email (briefly), along with several prompts for Outlook users, both internal and external, to re-authenticate while work proceeds.

We will keep service news updated on progress, and I will circulate another message to confirm that the work is completed.

We apologise for any inconvenience this may cause.

IT Services

 

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Residual email issues following HR system problems

Following the HR system problems on Saturday 15th July, a number of staff users had their computer account closed. In addition, email delivery to those users was affected while their accounts were closed. When the computer accounts were re-enabled once the problem was fixed late on Saturday, email delivery restarted, but during the accounts' outage, senders would have received a Non-Delivery Record (bounced message) informing them of the failure to deliver.

In addition, staff using the student email service would have received email to their exchange email accounts, rather than to gmail, until email routing was corrected. 

We're investigating the extent of the bounced and misdirected email, and will contact staff affected in due course. In the mean time, if you have any queries, please contact the ITS Service desk. Apologies for the inconvenience caused.

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***RESOLVED*** Problem with staff user authentication - Sat 15 July

20:30 RESOLVED: A problem earlier today caused a number of staff user accounts to be suspended in error. This problem has now been resolved and the affected accounts have been reactivated over the course of the afternoon and early evening.

We are aware of a problem affecting many staff users authenticating to services today (Sat 15 July). Affected users are unable to login to:

  • Email (MS Exchange)
  • Office365
  • My Birkbeck for Staff
  • VPN
  • Workstation PCs

 

We are in the process of fixing the problem - this message will be updated when the problem is resolved. Please accept our apologies for the inconvenience caused.

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Some limited functionality during HR/Payroll Implementation

During the implementation of the new HR/Payroll and Finance system (Unit4 BusinessWorld) some HR/Payroll functionality from the old system (Alta HR) must be withdrawn before the replacement can be deployed.

This includes:

  • HR Sickness Recording
  • HR Reports
  • My Birkbeck for Staff options to update equality monitoring and qualifications data held by the college

 

Replacement functionality will be released over the coming months, but in the meantime please contact the HR Operations Team who will be able to assist you in the first instance with any data updates or report requests that you are temporarily unable to satisfy yourself.

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