Tag Archives: Helpdesk Alert

Ellucian hosted services interruption – Banner INB, Hyperion Reporting (Updated)

Updated @ 6:24 PM ET 23AUG2014 – All interruptions to services have been resolved.  You should now be able to access Banner INB, Banner Web/SSB, Hyperion, etc.  We apologize for any inconvenience this outage may have caused.  Please report any additional problems to the Help Desk.

Original Message -

We are currently experiencing an interruption of service when connecting to systems and applications hosted in the Ellucian data centers.

Banner Web/SSB services are UP and operational however users cannot connect to Internet Native Banner (aka Banner INB), the Hyperion EPM reporting environments and other associated systems and applications.

We are working with our vendors to restore services as quickly as possible.  Thank you for your patience and we apologize for any inconvenience.

Moodle Maintenance on Friday, August 15th

This message is from Remote-Learner, our Moodle host:

Remote Learner will be conducting database maintenance August the 15th from 01:00 AM EST until 04:00 AM EST on the Kansas City data center. During this window we will be improving the performance and resiliency of our database system. During this time you may experience periods with loss of connectivity to your hosted site. Thank you for your patience as we continue improving our services.

Sincerely,

Remote-Learner Technical Support

WorldAPP/Key Survey Performance Issues [updated 7/15/14]

We would like to share the messages received from our Key Survey vendor, WorldAPP, concerning current performance issues:

From: Customer Care [mailto:customercare@worldapp.com]
Sent: Tuesday, July 15, 2014 3:34 PM
Subject: WorldAPP Performance Notification Update

We are following up to provide you with an update on the progress of the investigation of the recent WorldAPP Platform performance issue.

Our technical teams have applied a number of enhancements to the data collection module within the platform to address this issue. WorldAPP will continue daily maintenance work on the platform for the next week.

We apologize for any inconvenience caused by the recent performance issue. We realize the important role our services play in your business, and we take that responsibility very seriously.

For additional information surrounding this issue we encourage you to visit our WorldAPP Community message board. Please do not hesitate to contact WorldAPP Support via live chat, phone: 781-849-8118 ext. 1 or email: support@worldapp.com, if you have any further questions or require additional assistance.

We thank you for your patience and understanding.

Best Regards,

WorldAPP Customer Care
customercare@worldapp.com

——-

From: Customer Care [mailto:customercare@worldapp.com]
Sent: Monday, July 14, 2014 1:46 PM
Subject: WorldAPP Performance Notification

This message is to inform you that we are currently experiencing intermittent performance issues inside the platform.Though the application is available, and we have identified the issue, there may be temporary interruptions in service as we work to test and implement enhancements. We will be posting live updates inside the WorldAPP Community forum to keep you up to speed on our progress.

We sincerely apologize for any inconvenience you may experience as this technical difficulty is being resolved.

We will follow up with you within the next 24 hours with a detailed report of the cause and actions taken to address the performance issues.

Your patience is greatly appreciated.

Sincerely,
WorldAPP Customer Care
customercare@worldapp.com

Key Survey Scheduled Maintenance & Downtime on July 5

KeySurvey LogoThe following information is important only for individuals having a Key Survey account used to create, distribute, and work with surveys and response data.

WorldAPP is excited to announce that our Key Survey / Form.com application will be upgraded to the new version 8.5 on Saturday, July 5th, 2014, between the hours of:

EST:   1 AM and 9 AM / GMT:    6 AM and 2 PM

Please note that your account will be unavailable during the system upgrade, (including all surveys, forms, voting and reports).  Your respondents attempting to access surveys/forms or reports will receive a friendly notice of the system maintenance in progress.  Once the maintenance has been completed, the application and all survey/form/report links will be accessible.   We appreciate your patience and apologize for any inconvenience this may cause.

What’s new in version 8.5?  This update is intended to enhance application capabilities and provide more powerful functionality, as well as introduce the Key Survey and Form.com Mobile apps.  Here are a few resources provided by WorldApp to help you get familiar with the new features and offerings:

Systems and Network maintenance this Sunday morning

During our maintenance window this Sunday morning between 6 and 10 am we have the following actives planned:

We will be upgrading the Middlebury and Bread Loaf campus wireless network.  This will result in each wireless access point on both of these campuses rebooting, as a result we expect a less than 10 minute interruption of wireless services throughout both campuses, likely between 6:30 and 8:00 am.

We will upgrading the our VPN (virtual private network) appliance that provides service to the JunOs Pulse VPN client.  Between 6:30 and 8:00 am there will be a less than 30 minute service interruption of off-campus VPN access to Middlebury’s network.

We will be upgrading our MiddCloud file serving environment that includes MiddFiles and other network file shares generally used by the Science departments.  Between 7:00 and 8:00 am we expect a less than 10 minute service interruption of MiddCloud.

We appreciate your patience as we strive to keep our systems and network operating optimally.

Sunday morning maintenance

This Sunday morning during our established maintenance window between 6 and 10 am we will be performing the following actives:

  • We will be upgrading network components in our Internet path and making adjustments to our security devices (firewalls, intrusion detection/prevention systems).  There will be several intermittent Internet service interruptions lasting about a few minutes mostly during the 7 to 9 am time frame.
  • We will be upgrading MiddCloud that includes MiddFiles and several other network file shares, there will be approximately a 15 minute service interruption between 7 and 9 am.

We appreciate your patience as we strive to keep our systems functioning optimally.

Sunday morning maintenance May 18, 2014

This Sunday morning between 8 and 10 am we will be upgrading three of our sites from Drupal 6 to Drupal 7. The three sites are:

  • Davis Projects for Peace: http://www.davisprojectsforpeace.org
  • Davis United World Scholars: http://www.davisuwcscholars.org
  • Middlebury College Museum of Art: http://museum.middlebury.edu

Each of these sites will experience a period of 10-20 minutes during which it will not be usable.

There will also be a short period of under one minute during each upgrade when file assets on the other Drupal 7 sites may not be available. These sites include:

  • Davis Fellows for Peace: http://www.davisfellowsforpeace.org
  • Secure Forms for Middlebury: https://forms.middlebury.edu
  • Secure Forms for MIIS: https://forms.miis.edu

We do not anticipate any impact on other services.