RESOLVED – Pace Computer Login Issue

RESOLVED (4/7, 11:00AM) – The issue from yesterday, which caused some Pace computers to show a black screen and prevent login access has been resolved.  IT staff worked with affected end-users who reported this issue to get their computers back online and have been monitoring the issue since then, with no additional reports.

 

In case anyone is still experiencing this issue, please follow the steps below:

 

  1. Connect the computer/laptop to a wired Ethernet connection while powered on.
  2. Re-start the computer/laptop and log in; then wait 2 minutes for the network policy to update on the device.
  3. Perform a second restart on the computer/laptop and the issue should be resolved.

 

Note:  The wired connection is preferred because it is enabled during the initial startup phase, whereas a wireless adapter cannot connect until later in the process.

 

As a reminder, if anyone is still having related issues, please contact the ITS Help Desk (914-773-3333) so we can provide additional assistance.


UPDATE (4/6, 1:00PM) – Our technicians have identified and mitigated the issue from earlier this morning, which caused some Pace computers to show a black screen and prevent login access.  In most cases, a full computer reboot has resolved the issue, but some cases may require multiple reboots.  Please note that the computer must be able to connect to the Internet, either via Ethernet cable or WIFI, in order to receive the correct network policy update.  For anyone who is still having issues logging in to their computer and/or accessing the software programs, please contact the ITS Help Desk (914-773-3333) so we can get additional details that can help us troubleshoot and resolve the issue for you.


INVESTIGATING (4/6, 10:00AM) – Some users have reported experiencing a black screen when they try to log in to a Pace computer.  Our technicians are aware and working to resolve the issue as soon as possible.  They recommend that users restart their computer to resolve the issue.  We will provide another update as soon as one becomes available.

Posted in System Outages

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