Blog Archives

RESOLVED – TeamDynamix Help Desk Email Notification Issue

RESOLVED (8/30, 12:15PM) – The issue with email monitors not sending email notifications on ticket creations has been resolved. The fix that was implemented by TeamDynamix yesterday at 2:33pm has fully addressed the underlying cause, which generated the temporary issue after their weekend maintenance release.

MONITORING (8/29, 3:00PM) – As of 2:33pm, TeamDynamix has implemented a fix to the email monitor issue. Tickets created via help desk email accounts are once again generating an email notification, which is sent back to the requestor. We will continue to monitor the system for now.

INVESTIGATING (8/29, 11:50AM) – TeamDynamix is currently investigating an email monitor issue preventing email notifications from sending on ticket creations when using the help desk application (https://helpdesk.pace.edu). Tickets are being created, but the requestor is currently not getting an email acknowledgement. We will provide another update as soon as one is available.

Posted in System Outages

RESOLVED – E-Procurement Issue with Non-Catalog Form

RESOLVED (7/22,10:00AM) – The E-Procurement issue related to users getting an error message when using the “non-catalog form” to complete a purchase order has been resolved.


UPDATE (7/19,10:30AM) – Finance Information Systems (FIS) team is continuing to work with the vendor to resolve the issue with the Non-Catalog Form. The “Go to:” quick link (located at the top of the dashboard) is not functioning for the Non-catalog form at this time. Please utilize the Non-Catalog form from the sticker located in the Showcase Service/Links. We will provide another update as soon as we have one.


INVESTIGATING (7/18, 5:30PM) – E-Procurement users are experiencing an error message when using the “non-catalog form” to complete a purchase order. Finance Information Systems (FIS) is working with the vendor to resolve. Purchase order creation is working normally when using other methods. We will provide another update as soon as we have one.

Posted in System Outages

SCHEDULED – Server Maintenance: Thursday, 5/19: 10:00PM – 11:59PM

DETAILS OF WORK – There will be brief disruptions on all University-wide systems as we apply critical system patches. The downtime on each server will be minimal (15 minutes) during this period.

SERVICES AFFECTED – Listserv, Portal, Web File Storage, Personal web pages, and applications on Appsrv. Special Note: Banner and Classes LMS will not be affected.

REASON FOR WORK – Applying security patches to all servers.

Posted in Scheduled Maintenance

RESOLVED – (NYC Campus) Partial Network/Internet Issue

RESOLVED (4/14, 5:25PM) – The issue affecting partial network/Internet connectivity and telephone outage at certain building locations on the New York City campus, was caused by malfunctioning equipment, which has been addressed. All systems are operating normally and back online.


MONITORING (4/13, 11:20PM) – Our technicians have addressed an immediate issue with faulty equipment.  As a result, network connectivity in affected buildings has been back online and stable since around 10PM.  We will continue to monitor systems and will provide another update tomorrow.


INVESTIGATING (4/13, 9:30PM) – We are currently experiencing a partial network/Internet and telephone outage, which is affecting certain building locations on the New York City campus.  Known affected areas include 1 Pace Plaza (west side, floors 4-6), 33 Beekman and 52 Broadway.  Our technicians are investigating and working to resolve the issue as quickly as possible.  We will provide another update as soon as we have more information.

Posted in System Outages

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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