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Service status

CURRENT ISSUES 

RESOLVED - Tuesday 31 MARCH 15:45 - outlook client and outlook web access failing to connect

  • UPDATE: As at 16:50, this issue has been resolved and email is now working properly.
  • Locally installed Outlook client fails to connect or shows "Disconnected" in status bar (bottom right hand side)
  • Outlook Web Access (OWA) fails to connect "Error 503: the service is unavailable"
  • Email clients on mobile devices such as phones are also failing to connect to the Exchange server
  •  
  • IT Services are investigating
  • WORKAROUND: 
    • please start the VPN
      • restart the locally installed Outlook Client - it will then indicate "Connected to: Microsoft Exchange" (bottom left hand side)
      • or in a web browser, go to https://owa.birkbeck.ac.uk/owa - this should also connect
  • Time to resolution: unknown

Long-Term Issues

UNPLANNED DOWNTIME - BIRKBECK MOODLE - THURSDAY 6 FEBRUARY 2020

We are currently experiencing problems with updating enrolments in Birkbeck Moodle. Please raise an ASK ticket if you are having access problems. 

Microsoft outlook app on android and ipad/iphone - currently not supported

  • Please Note: the following DOES NOT affect Outlook installed on PC's or Laptops.
  • The Microsoft Outlook App that is available in the Apple and Android stores is not supported with our current email environment due to security concerns.
  • In some circumstances, users may be able to see other users mailboxes.
  • Microsoft have confirmed that the App uses a 3rd party process running on Amazon Web Services infrastructure. They have identified that as the most likely cause of the problem. This should be resolved when this process is moved to Microsoft infrastructure (no ETA provided).
  • As a result, we have blocked use of this App until Microsoft confirm this is resolved.
  • At present, other mail clients (such as Gmail) can be used and configured to connect to Birkbeck mailboxes.
  • This DOES NOT affect Outlook installed on PC's or Laptops.

FUTURE PLANNED MAINTENANCE

PLANNED MAINTENANCE - Weekly every TUESDAY Morning between 06.00 am and 10.00 am

  • Tuesday mornings between 6.00am and 10.00am is the ‘at risk’ period where we do general maintenance and updates. During this period services are considered at risk and might be unavailable for short periods. Other scheduled maintenance will be noted below.

RESOLVED and COMPLETED

RESOLVED - THURSDAY 26 MARCH MORNING - BLACKBOARD COLLABORATE UNAVAILABLE

  • Please note that Collaborate was temporarily unavailable this morning. 
  • This issue is now resolved.  

COMPLETE - PLANNED MAINTENANCE  - BUSINESS WORLD –  Wednesday 11 MARCH – FROM 06.30am to 07.30AM

  • Please note that Business World will be temporarily unavailable this morning due to a database update (5) being applied.
  • Service should be resumed by tomorrow morning after we have received confirmation of completion and carried out some testing.
  • We apologise for any inconvenience this may cause.

COMPLETE - PLANNED MAINTENANCE  - BUSINESS WORLD – WEEKEND OF 6-8 MARCH – FROM 17.30 FRIDAY 6 MARCH

  • Please note that Business World will be temporarily unavailable this evening due to a database update (5) being applied.
  • Service should be resumed by tomorrow afternoon after we have received confirmation of completion and carried out some testing.
  • We apologise for any inconvenience this may cause.

COMPLETED - PLANNED MAINTENANCE, BUSINESS WORLD - WEEKEND OF THE 22 - 23RD FEBRUARY

  • Start: 22 February 2020, Saturday at 05.00 PM - End:  23 February 2020, Sunday at 05.00 AM

  • Business World will undergo some necessary maintenance this weekend and will possibly become intermittently unavailable. We apologise for any inconvenience that this may cause. 

RESOLVED - Thursday 30 January 2020 - 06.00 pm to 07.50 pm - Moodle Unavailable

  • Moodle has been restored, we apologise for any inconvenience caused by the outage.
  • Our Moodle Virtual Learning Environment (VLE) is unavailable - the cause of which is being investigated with our supplier.
  • Our Panopto service is currently affected by the unavailability of Moodle. Users can still use Panopto to record their teaching by using the ‘offline facility’. Please select the offline recording button and do not attempt to login’ Start and stop Panopto as usual and please name your recording so we can identify it. You can upload yourself from a personal laptop when Moodle is back online, if you are using a Birkbeck managed PC  please email digitaleducation@bbk.ac.uk telling us the room where you made the offline recording and we will upload it for you. 

RESOLVED - PLANNED MAINTENANCE - BUSINESS WORLD, WEEKEND oF 25 - 26 January 

  • Business World will be intermittently available from 05.00am on Saturday 25 January until 05.00am on Sunday 26 January. This is due to planned maintenance of the system by our supplier, Unit4.

Resolved - UNPLANNED DOWNTIME - MY BIRKBECK AND VARIOUS RELATED APPLICATIONS -  FROM SUNDAY 12 JAN 2020 until 1pm Monday 13 Jan 2020

  • We are currently experiencing issues with My Birkbeck, My Birkbeck for Staff, Ask, Kinetix and various related applications which are intermittently unavailable.
  • This is being investigated.
  • Please accept our apologies for any inconvenience this may cause.

COMPLETED - MAJOR EVENT STARTING 18.00 FRIDAY 20 DECEMBER TO 09.00 MONDAY 23 DECEMBER

  • New: 22/12 15.25 - all centrally managed user services are now operational.
  • Update: 22/12 11.55 - the network and associated services (including EduRoam Wireless) is back up and running.
  • Update: 22/12 12.05 - email distribution groups (e.g. "AllStaff" etc) are now working.
  • Update - 21 Dec 08.45 - Staff email (Microsoft Exchange) is now operating normally.
  • Update - 20 Dec 23.30 - Staff email (Microsoft Exchange) is currently operating a reduced services. We are investigating - now fixed.
  • Update - 20 Dec 20.45 - Malet Street Data Centre is now powered down ready for electrical testing.
  • As noted in the email communication from the Estates Infrastructure Team (Thursday 12 November at 11.01 titled "Temporary closure of Malet Street due to planned statutory electrical work" - the power to the building is being turned off for the duration of the testing
  • This means the primary data centre will be going off-line from 18.00 on Friday 20 December
  • Whilst some corporate systems will be able to run from our Gordon Square data centre, many services will be unavailable.
  • This includes 
    • not able to log in to any PC's, 
    • no VPN 
    • no VDI (from Stratford)
    • no remote connection, 
    • no print
    • no WiFi, 
    • no phones 
    • etc.
  • This is a major event with large scale and widespread impact.
  • NEW: USS at Stratford will also not have any IT Services for this weekend.
  • There may be unexpected impacts on services that are discovered as the power is restored and services are brought back online.
  • Whilst mitigating activities are being taken, it would be prudent to plan for services being impacted over the Christmas/New Year period.
  • We will keep the following SharePoint site updated:  https://birkbeckuol.sharepoint.com/SitePages/Home.aspx
  • The following PDF (on SharePoint) describes the services affected:  https://birkbeckuol.sharepoint.com/:b:/r/Shared%20Documents/__Expected-Service-Status.pdf?csf=1&e=qqiL1e

COMPLETED - BUSINESS WORLD DOWNTIME STARTING 06.00 THURSDAY 19 DECEMBER FOR IMPORTANT MAINTENANCE

  • Business World is currently unavailable 
  • We hope that this will not take too long however ITS will need to conduct a number of tests before making the application available to all staff
  • We apologise for any inconvenience caused

complete - GORDON SQUARE DATA CENTRE SHUTDOWN STARTING 18.00 FRIDAY 13 DECEMBER TO 09.00 MONDAY 16 DECEMBER

  • UPDATE: 15/12 16:20 All user services are now back up and running.
  • UPDATE: 15/12 11:15 Gordon Square (GSQ) Router, switches and associated equipment are now back up. 1x switch (carrying CIS and Psychology traffic) has failed - moving traffic to alternative switches. Psy traffic will not work until Monday when UCL apply Psy VLAN to new Router interface.
  • UPDATE: 13/12 19:45 Gordon Square Data Centre is now powered off ready for electrical testing.
  • As part of the Estates project to test all electrical circuits, the power to the Gordon Square data centre is being turned for testing.
  • This means the secondary data centre will be going off-line from 18.00 on Friday 20 December
  • Gordon Square and Tavistock Sqaure will not have any IT Services for this weekend.
  • NEW: USS at Stratford will also not have any IT Services for this weekend.
  • In addition, the "Mosselle" file server (containing many departmental file systems) is at Gordon Square and will be unavailable for the weekend to all staff.
  • There may be unexpected impacts on services that are discovered as the power is restored and services are brought back online.
  • Whilst mitigating activities are being taken, it would be prudent to plan for services being impacted over the following week.
  • We will keep the following SharePoint site updated:  https://birkbeckuol.sharepoint.com/SitePages/Home.aspx
  • The following PDF (on SharePoint) describes the services affected:  https://birkbeckuol.sharepoint.com/Shared%20Documents/_Expected-Service-Status.pdf?cid=785016c2-3323-472a-bc14-126c896bebd9

COMPLETED - PLANNED MAINTENANCE - BUSINESS WORLD AND hireserve - tuesDAY 10TH DECEMBER 2019 am

  • Please note that both Business World and Hireserve will be temporarily unavailable this morning due to an update of our ADFS certificates.
  • The necessary changes have been made on the Birkbeck side and we are awaiting action from both suppliers.
  • We apologise for any inconvenience this may cause.

COMPLETED - PLANNED MAINTENANCE - My Birkbeck and Student record system (SITS) - Monday 9th December 2019 from 6:15pm to 6:30pm

My Birkbeck and student record system (SITS) database will be unavailable for around 15 minutes between 6:15 to 6:30pm, the following systems and services will be also unavailable.

  • Ask
  • My Birkbeck
  • My Birkbeck for Staff
  • Various Enquiry forms
  • The SITS client desktop application
  • GURU and the BSIS portal
  • Modular Enrolment
  • Programme Enrolment
  • Programme Application
  • The Applicant Portal
  • Publications Database
  • Bizagi
  • Teaching Resource Manager (TRM)

COMPLETED - PLANNED MAINTENANCE - Bizagi application will be unavailable on Friday 06-Dec-2019 between 5pm to 8pm

My Birkbeck option "Request a change to study status" will be unavailable during this time

COMPLETED - PLANNED MAINTENANCE - Student record system (SITS) upgrade - Saturday 30th November 2019 from 8am to 6pm

The College's student record system (SITS) database will be unavailable, and the following systems and services will be also unavailable.

  • The SITS client desktop application
  • GURU and the BSIS portal
  • Modular Enrolment
  • Programme Enrolment
  • Programme Application
  • The Applicant Portal
  • Publications Database
  • Bizagi
  • Teaching Resource Manager (TRM)

RESOLVED - WORK AROUND IN PLACE - UNPLANNED DOWNTIME - MY BIRKBECK, MY BIRKBECK FOR STAFF, GURU, BSIS PORTAL AND OTHER SYSTEMS - FROM 2.30PM TUESDAY 19 NOVEMBER 2019

  • UPDATE: 20/11/2019 10.30 - The residual issues identified below have now been resolved and services are now operating as expected.
  • UPDATE: 20/11/2019 08.00 - There appear to be some residual issues this morning affecting our self service applications (including My Birkbeck, and My Birkbeck for Staff) and our student record system (SITS). These applications are unavailable - a range of options within them including Moodle and Business World remain available and links are provided on the service unavailable page that is returned when you attempt to access My Birkbeck.
  • UPDATE: 19/11/2019 22.55 - Applications and systems are now back up and available. Further analysis needs to be undertaken with the suppliers to determine the exact cause and to ensure this doesn't happen again. Apologies for the inconvenience caused by this unexpected outage.
  • We are currently experiencing unplanned downtime on our main servers impacting the following services:
    • My Birkbeck
    • My Birkbeck for Staff
    • Ask
    • Guru & BSIS Portal
    • Prospectus Requests and other Enquiry forms
    • TRM
    • SITS
    • Planning Tool
    • Events Management
    • Identity database
    • User Account Management (new account provisioning, password setting and resetting)
    • Email is intermittent
    • Tableau
    •  Logging in to PC's may take longer than usual
  • The following systems are unaffected and can be accessed directly, although not via My Birkbeck or My Birkbeck for Staff
    • Moodle
    • LinkedIn Learning
    • www.bbk.ac.uk (our primary web site)
    • GMail
    • Business World
    • Business World Recruitment Portal
  • 16.40 - UPDATE currently talking to the technical support team at the supplier - no ETA for a resolution at the moment.
  • 18.10 - UPDATE specialist engineer is on site - starting investigation.
  • 20.10 - UPDATE investigation still ongoing.
  • We are working with our two primary suppliers on resolving this issue urgently. Please accept our apologies for any inconvenience caused in the meantime.