Category: System Outages

RESOLVED (9/15, 9:45PM) – The issue from Monday afternoon, which affected wireless connectivity on the Pleasantville and Law School campuses, has been resolved. Based on guidance from Cisco Support, network technicians completed an equipment software update in the affected areas and continued to monitor all systems. They have confirmed that the change was successful and end-users have been connecting to the wireless network without any issues.

MONITORING (9/12, 9:25PM) – Network technicians have implemented a workaround for the software bug issue and all affected areas on both the Pleasantville and White Plains Law School campuses have returned to normal wireless connectivity. We will continue to monitor all systems and will provide another update tomorrow morning.

IDENTIFIED (9/12, 7:20PM) – Network technicians have isolated the issue to a software bug in the Cisco equipment and have taken corrective action. Based on preliminary testing, they have been able to stabilize the wireless connection on the Law School campus and are working to confirm stable connectivity on the Pleasantville campus. We will provide another update as soon as we have more information.

UPDATE (9/12, 5:30PM) – Our network technicians are working with Cisco support and have identified an issue with some of the equipment which is affecting user authentication. They are working to resolve the issue as soon as possible. We will provide another update as soon as we have more information.

INVESTIGATING (9/12, 4:20PM) – Some users are reporting a possible issue affecting wireless connectivity on the Pleasantville and Law School campuses. The issue may only be affecting certain locations at this time and wired internet appears to be working normally. Our technicians are aware and investigating the cause. We will provide another update as soon as we have more information.

RESOLVED (9/9, 4:30PM) – The network/Internet issue from yesterday on the Valhalla campus has been resolved. Verizon has corrected the issue with their backbone connection and we are once again reconnected. All systems have been operating normally.

MONITORING (9/8, 10:25AM) – As of around 8:40am, network/Internet connectivity was restored on the Valhalla campus via an alternate carrier and services have been back online. In the meantime, Verizon continues to investigate the issue with their connection. Our network technicians will continue to monitor all systems until final resolution.

INVESTIGATING (9/8, 8:15AM) – We are currently experiencing a network/Internet outage on the Valhalla campus.  Our technicians are investigating and working to resolve the issue as quickly as possible.  Other campuses do not seem to be affected. We will provide another update as soon as we have more information.

RESOLVED (9/6, 4:00PM) – We have been monitoring systems since power was restored this morning. Services and connectivity have been back online and performing normally, although a few areas required subsequent assistance getting reconnected. As of now, this issue is considered resolved. However, if you are still experiencing any connectivity issues, please contact the ITS Help Desk at 914-773-3333, or at pacehelpdesk@pace.edu, so we can investigate further.

MONITORING (9/6, 10:50AM) – We experienced a partial power outage this morning in a section of Willcox Hall on the Pleasantville campus, which resulted in key networking equipment going offline. As a result, the Pleasantville, White Plains, and Valhalla campuses experienced loss of network connectivity, administrative telephone service, delayed email delivery for some, and access to other Pace IT systems. Off-campus access to systems was not affected. As of 9:30AM, power was restored to the affected area in Willcox Hall and main services and systems have come back online, with the exception of some local, residual systems, which are currently being returned to normal. We will continue to monitor all systems.

INVESTIGATING (9/6, 9:30AM) –  We are currently experiencing a partial power outage on the Pleasantville campus, which is affecting network connectivity, administrative telephone service, and other Pace IT systems on the Pleasantville, White Plains, and Valhalla campuses.  Access to systems from off-campus is not affected. Technicians are investigating and we will provide another update as soon as we have more information.

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.

RESOLVED (8/16, 5:00PM) – TeamDynamix confirmed that the performance/slowness issue from yesterday has been resolved. The root cause was determined to be related to the Microsoft Azure platform that TeamDynamix services are hosted on, and which Microsoft resolved. The TeamDynamix help desk system (https://helpdesk.pace.edu) has been operating normally since yesterday afternoon around 4:05pm.

MONITORING (8/15, 4:45PM) – TeamDynamix is reporting that services have been restored and they will continue to monitor to ensure system stability. Performance also appears to be back to normal for Pace end-users. We will continue to monitor the system.

INVESTIGATING (8/15, 4:15PM) – We are currently experiencing an intermittent performance/slowness issue affecting the TeamDynamix help desk application (https://helpdesk.pace.edu). We will provide another update as soon as one is available.