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Service status

CURRENT ISSUES 

None
 

FUTURE PLANNED MAINTENANCE

Major Event starting 18.00 Friday 20 December to 09.00 Monday 23 December

  • 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.
  • 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/Shared%20Documents/_Expected-Service-Status.pdf?cid=785016c2-3323-472a-bc14-126c896bebd9

 

gordon square data centre shutdown STARTING 18.00 FRIDAY 13 DECEMBER TO 09.00 MONDAY 16 DECEMBER

  • 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 that 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

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

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.

Resolved - UNPLANNED DOWNTIME - BIRKBECK TALENT PORTAL - TUESDAY 19 NOVEMBER 2019

  • We are currently experiencing unplanned downtime for the Birkbeck Talent system.
  • This is being investigated urgently to try to identify the source of the problem
  • Please accept our apologies for any inconvenience this downtime may cause

REsolved - PLANNED MAINTENANCE - CORE NETWORK SERVICES UPGRADE - TUESDAY 19 NOVEMBER BETWEEN 06.00 AM AND 10.00 AM

  • On the morning of Tuesday 19 November, between 06.00 and 10.00 we will be upgrading the domain name resolution and IP address management services.
  • These are core services that help you to find resources on the network and the internet.
  • We are not expecting this work to have a significant impact on the network, however, some people may notice a "web site not found" message and some EduRoam users may have a problem connected - simply wait for a few minutes and retry.
  • If you experience any problems after 10.00, please contact the Service Desk.
  • Thank you for your understanding.

COMPLETED - PLANNED MAINTENANCE - Student record system (SITS) upgrade - Saturday 9 November between 00.00AM AND 09.00AM

The College’s student record system (SITS) database will be unavailable due to which the following systems and services will be 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)

COmpleted - PLANNED MAINTENANCE - EMAIL - SATURDAY 2 NOVEMBER 2019

  • We will be undertaking some maintenance on the corporate email system during Saturday 2 November.
  • This will primarily affect "public folders", but will necessitate the stopping and starting of mail servers from time to time.
  • If you experience a problem connecting - please retry again after 15 minutes.

RESOLVED - PROBLEMS CONNECTING TO EDUROAM - MONDAY 28 OCTOBER

  • We had reports of some new users having problems connecting to EduRoam. 
  • Initial analysis indicated a failure with a key integration system. 
  • Update - 28 October 05.00pm, new hardware has arrived, but needs to be installed and configured.
  • Update - 29 October 10.00am, specialist engineer expected on site at 12.00pm today. 
  • Update - 29 October 04.00pm, the replacement machine is now operating correctly - the EduRoam problem should now be resolved. 

resolved - PLANNED MAINTENANCE - MOODLE DOWNTIME - TUESDAY 22 OCTOBER 2019 

  • Please be aware that Birbeck Moodle will be unavailable on Tuesday 22 October 2019 between 07.00am and 09.00am due to essential maintenance. 
  • We apologise for any inconvenience caused.   

UNPLANNED ACCESS PROBLEM - ACCESS TO BSIS PORTAL UNAVAILABLE IN GOOGLE CHROME 77 - THURSDAY 12 SEPTEMBER 2019

  • Please be aware that some very recent browser versions do not allow you to access BSIS portal
  • Specifically, if you use Google Chrome version 77 the login to BSIS portal will not work. This is due to an update in that particular browser version.
  • We are looking at this problem urgently.
  • For now, please use a different browser to access that system. Browsers that still work include:
    • Internet Explorer 11
    • Microsoft Edge 44
    • Google Chrome version 76 and lower
    • Firefox 69 and lower (although we have one report of this not working on Windows 7)
    • Firefox ESR 52.9.0 (this is on all PCs managed by ITS by default)
  • Using one of these browsers, you'll be able to log into the BSIS portal as normal
  • If you find any further examples that do not work, please raise an Ask.
  • We apologise for any inconvenience caused.

RESOLVED - UNPLANNED ACCESS PROBLEM - ACCESS TO CITRIX (FOR DESKTOP BUSINESS WORLD USERS) 23rd September 2019

  • Please be aware that Citrix access is currently down and we have logged this as an urgent issue with our providers Unit4
  • We are looking at this problem urgently.
  • We apologise for any inconvenience caused.

COMPLETED - BUSINESS WORLD MAINTENANCE 21-22 SEPTEMBER

  • Please be aware that Business World will be unavailable during the following times
  • Start: 21st September 2019 Saturday at 06:00 PM 
  • End: 22nd September 2019 Sunday at 06:00 AM 
  • This downtime is due to essential maintenance. We apologise for any inconvenience this may cause

RESOLVED - UNSCHEDULED DOWNTIME - MY BIRKBECK, MY BIRKBECK FOR STAFF AND ASSOCIATED SYSTEMS - WEDNESDAY 04 SEPTEMBER 2019 FROM 4:15PM TO 5:05PM

  • We are currently experiencing unscheduled downtime on the following systems: 
    • My Birkbeck
    • My Birkbeck for Staff
    • Ask
    • Open Evening Booking
    • Prospectus Requests and other Enquiry forms
    • TRM
    • Planning Tool
    • Events Management
    • Identity database
    • User Account Management (new account provisioning, password setting and resetting)
  • We will work to keep this downtime to a minimum, please accept our apologies for any inconvenience caused.

COMPLETED - PLANNED MAINTENANCE - MOODLE DOWNTIME - WEDNESDAY 14 AUGUST 2019

  • Birkbeck Moodle was upgraded from version 3.4 to version 3.6. We also put a new theme onto Moodle and new functionality. 
  •  After completion of the upgrade, Moodle is looking quite different. We hope you will enjoy working with it. For Staff and students online assistance will be provided via links within Moodle and look out for workshops for staff in early September. 

COMPLETED - PLANNED MAINTENANCE - PANOPTO DOWNTIME - SUNDAY 11 AUGUST 2019

  • On Sunday 11 August Panopto made a number of updates to their infrastructure to increase performance and scalability. These updates required some downtime.  
  • During this time, users were unable to access recordings, and any attempts to upload from recording clients resulted in a 'Server unable to connect' message. 
  • This work is now completed.