The University of Texas at Austin

ITS Services Status

Current Service Interruptions

10/20/2014
2:46 PM
RESOLVED:Phone and email support for Canvas down
Service Restored

2:45
Canvas Status Update
RESOLVED - Help request submission to Canvas Support functional via all methods again - 10/20/14
Email support is up and functional again. We have begun receiving email communication from Canvas users again and our own tests confirm functionality as well. All supported methods of help request submission are functioning as expected. We apologize for any frustration this caused your users.

Please don’t hesitate to contact us if you continue to experience an issue with any method of submitting a help request to Canvas Support.


2:05pm
Canvas Status Update
Users still unable to contact Canvas Support via email, works intermittently - 10/20/14
Zendesk is continuing to experience an issue with email processing causing issues with reaching Canvas Support via email. We have seen some emails make it through though it is still very intermittent at this time. We’re continuing to investigate the problem with Zendesk and will provide more information in the next 30 minutes.


1:32
Phone lines, webform help submissions and LiveChat support (for schools with chat support) remain functional; however, email support remains down. We’re continuing to investigate the problem with Zendesk and will provide more information in the next 30 minutes.


1:15
Phones back online; Users still unable to contact Canvas Support via email - 10/20/14
Phone lines are back up and functioning though email support is still down. Help submissions via the built-in help menu webform and LiveChat (for schools with chat support) are still functioning. We’re continuing to investigate the problem with Zendesk and will provide more information in the next 15 minutes


12:54
We just became aware of a Zendesk issue that is preventing users from reaching Canvas Support via the support phone lines or via email. Help submissions via the built-in help menu webform and LiveChat (for schools with chat support) are still functioning. We’re investigating the problem with Zendesk and will provide more information in the next 15 minutes.

10/18/2014
1:41 PM
Canvas Status Update: Request timeouts and severe slowness 10-15-14
Under Investigation

1:40
Since the release this morning, we’ve seen reports from some Chrome users that they’re unable to view discussion responses, see a list of files in a course’s Files section, edit / view pages, etc. In every case reported to us so far, clearing browser cache once has solved the problem entirely, for all Canvas content. The issue only seems to affect some Chrome users, not all. It does not seem to matter which version of Chrome the user is using.

Please encourage users who contact you with these symptoms (Chrome, can’t see certain content) to try clearing their cache. We’ve updated the greeting message on our phone lines to suggest this tip to callers, too.

We’ve reported this problem to our engineering team. Ideally, they’ll be able to push a global fix—but we haven’t identified a root cause yet, and this might prove to be an issue that can’t be addressed for all users from here. If we learn of cases where clearing cache does *not* solve this problem, we’ll provide an update right away.


1:58
Canvas response times have returned to normal levels and all should be functional again for your users. We apologize for any inconvenience this caused.  Please contact us if you are continuing to experience any issues.


We just became aware of an issue that is affecting many Canvas users, causing timeouts and lack of response to requests. We’re investigating the problem and will provide more information in the next 15 minutes.

10/16/2014
1:30 PM
RESOLVED: UT Forge SVN downtime
Service Restored

13:28
EXTERNAL NOTIFICATION:
While UT Forge SVN service is fully functional right now, this message serves to notify campus of a period of downtime our SVN service experienced earlier today in case anyone noticed a problem.

A very unusual problem with file handling blocked access to SVN repositories at 11:41 AM.
The issue was resolved at 12:05 PM.

If you have any trouble connecting to SVN now, please notify stewards as per normal at utforge-admin@utlists.utexas.edu

10/15/2014
11:27 AM
RESOLVED: UT Lists message delivery interruption
Service Restored

11:21
UT Lists mail delivery is restored and all outstanding mail is delivered.

ITS Systems staff have identified the root cause and will identify methods to avoid this issue in the future.


11:06
UT Lists mail service is experiencing delays in mail delivery. ITS systems staff are working on the problem.

Past Service Interruptions

Upcoming Maintenance

<<< 09/09/2012 - 09/29/2012 >>>
12:01 AM - 2:00 AM
Blackboard maintenance window
Service: Blackboard
Description: Regularly scheduled Blackboard maintenance window
12:01 AM - 6:00 AM
Austin Disk Services Planned Maintenance Window
Service: Austin Disk Services
Description: Customers utilizing the following dependent services may be affected:

* Austin Disk shares (user home directories and departmental shares)
* Stat Apps Server (user profiles, redirected documents ... (more)
12:01 AM - 6:00 AM
SharePoint Maintenance Window
Service: SharePoint
Description: Service availability may be intermittent during the maintenance window.
6:30 AM - 7:00 AM
EMN$MAIL PROD Maintenance
Service: Mainframe Email
Description: We will be moving some bug fixes into PROD for the backend of the EMN$MAIL delivery system. There is no expected downtime or service interruption.
7:00 AM - 8:00 AM
PyPE Planned Maintenance
Service: Python Production Environment (PyPE)
Description: The Pype deployment interface will be undergoing maintenance to release a new pype tools version.
7:00 AM - 8:00 AM
Planned Apollo Mainenance
Service: Apollo
Description: Routine Apollo maintenance will take place in PROD.
10:15 AM - 12:15 PM
UT Direct Planned Maintenance
Service: UT Direct
Description: On Tuesday, September 11, from 10:15a - 12:15p, we will deploy the new UT Direct Application Registry to the BETA environment.

There should be no interruption of UT Direct services for users or ... (more)
10:00 PM - 2:00 AM
Wikis Monthly Maintenance
Service: University Wiki Service
Description: Scheduled maintenance for the University Wiki Service occurs the second Tuesday of the month from 10 p.m. - 2 a.m. To the maximum extent possible, installation of service, application and security ... (more)
6:00 PM - 11:59 PM
Blog Service Weekly Maintenance
Service: University Blog Service
Description: Scheduled maintenance may occur weekly on Wednesdays between 6 p.m. and midnight. To the maximum extent possible, installation of service, application, and security updates will be performed during ... (more)
7:00 AM - 10:00 AM
SecureDoc service and server maintenance
Service: Enterprise Whole Disk Encryption
Description: Recurring maintenance window for SecureDoc services.
12:01 AM - 6:00 AM
Austin Disk Services Planned Maintenance Window
Service: Austin Disk Services
Description: Customers utilizing the following dependent services may be affected:

* Austin Disk shares (user home directories and departmental shares)
* Stat Apps Server (user profiles, redirected documents ... (more)
12:01 AM - 6:00 AM
SharePoint Monthly Maintenance
Service: SharePoint
Description: Installation of monthly SharePoint and Windows Server patches/updates
12:01 AM - 6:00 AM
SharePoint Maintenance Window
Service: SharePoint
Description: Service availability may be intermittent during the maintenance window.
10:00 AM - 10:30 AM
Mail Filtering Service logging maintenance
Service: Mail Filtering Service
Description: The Mail Filtering Service (aka the IronPorts), will be updated so that it logs directly into Splunk rather than using an intermediary. There will be no customer visibility to this event.
5:00 PM - 5:30 PM
Group E-Mail Planned Maintenance
Service: Group E-Mail
Description: Planned maintenance is scheduled for the Group E-mail System. No disruption is expected.
10:00 PM - 12:00 AM
Monthly Group E-Mail Maintenance
Service: Group E-Mail
Description: Monthly maintenance window for the Group E-mail server.
7:00 AM - 8:00 AM
Upgrade ESXVCTR01 vCenter5 with update1
Service: Virtual Servers
Description: Snapshot ESXVCTR01, perform upgrade, test version, test webclient, commit snapshot.
9:00 AM - 11:00 AM
University Directory ( White Pages ) Maintenance
Service: University Directory (White Pages)
Description: Routine software updates for the University Directory (White Pages) will be implemented. No interruption of service is expected.
10:00 AM - 10:30 AM
Mail Filtering Service network maintenance
Service: Mail Filtering Service
Description: The servers comprising the Mail Filtering Service (aka the IronPorts), have a subtle misconfiguration in their network connections, which this maintenance will correct. No customer visibility is ... (more)
10:00 AM - 11:00 AM
utdirect update of jwebagent runtime
Service: UT Direct Q/A environment
Description: Update of the webagent runtime to fix a bug. No visible change in functionality
2:00 PM - 2:30 PM
Transitioning anti-spam for UTmail from on-premise to Google
Description: Anti-spam and anti-virus protection for UTmail will be changed from our on-premise filters to Google.
5:00 PM - 7:00 PM
Define Internals/Enterprise Workflow Planned Maintenance
Service: DEFINE Internals/Enterprise Workflow
Description: Planned maintenance to deploy necessary fixes and user enhancements.
A small percentage of users may experience a very limited interruption in service during this maintenance period.
5:00 PM - 7:00 PM
PNA Maintenance
Service: Public Internet Access
Description: On Wednesday, Sept. 19, from 5-7pm, Networking will be physically relocating a PNA server in NOC B to make room for other equipment. During this time, the "guest.utexas.edu" wireless network will not ... (more)
6:00 PM - 11:59 PM
Blog Service Weekly Maintenance
Service: University Blog Service
Description: Scheduled maintenance may occur weekly on Wednesdays between 6 p.m. and midnight. To the maximum extent possible, installation of service, application, and security updates will be performed during ... (more)
9:00 AM - 11:00 AM
TEST and QUAL uTexas Identity Manager (TIM) Routine Maintenance
Service: uTexas Identity Manager (TIM)
Description: This is for routine maintenance of the TIM TEST and QUAL systems. PROD will not be affected. There may be connection resets for users using the TEST or QUAL web application during the maintenance.
10:30 AM - 11:30 AM
UTDirect Application Registry
Service: UT Direct
Description: This is a small mod to the current UT Direct Application Registry. The addition of a redirect will allow us to redirect to the new registry for prod deployment Oct. 1 2012
7:00 AM - 10:00 AM
SecureDoc service and server maintenance
Service: Enterprise Whole Disk Encryption
Description: Recurring maintenance window for SecureDoc services.
12:01 AM - 2:00 AM
Blackboard maintenance window
Service: Blackboard
Description: Regularly scheduled Blackboard maintenance window
12:01 AM - 6:00 AM
Austin Disk Services Planned Maintenance Window
Service: Austin Disk Services
Description: Customers utilizing the following dependent services may be affected:

* Austin Disk shares (user home directories and departmental shares)
* Stat Apps Server (user profiles, redirected documents ... (more)
12:01 AM - 6:00 AM
SharePoint Maintenance Window
Service: SharePoint
Description: Service availability may be intermittent during the maintenance window.
12:01 AM - 2:00 AM
Blackberry Enterprise Server Upgrade
Service: Austin BlackBerry Service
Description: Blackberry Enterprise Server (BES) will be upgraded to the latest maintenance release
10:00 AM - 10:30 AM
Com-plete Logon Maintenance
Service: TN3270
Description: Maintenance will be performed on the logon functionality for Com-plete, the mainframe 3270 application server. No user disruption is expected.
5:00 PM - 6:00 PM
UTS server maintenance
Service: Web Publishing on Unix
Description: The server hardware hosting the UTS Unix timesharing and Web publishing service (uts.cc.utexas.edu) will undergo hardware maintenance on Tuesday, September 25, from 5:00 to 6:00 p.m. UTS services ... (more)
6:00 PM - 11:59 PM
Blog Service Weekly Maintenance
Service: University Blog Service
Description: Scheduled maintenance may occur weekly on Wednesdays between 6 p.m. and midnight. To the maximum extent possible, installation of service, application, and security updates will be performed during ... (more)
6:00 AM - 7:00 AM
ITS MySQL Maintenance
Service: MySQL
Description: *note, only the the non-CAT1 mysql environment will be done on the 27th. The CAT1 maintenance is now moved to October 1st at 6:00AM

both ITS MySQL host environments (non-CAT1 on ... (more)
6:00 AM - 7:00 AM
UT Lists maintenance
Service: UT Lists
Description: The UT Lists mailing list service at utlists.utexas.edu will be unavailable during MySQL database server maintenance.

Mail sent to utlists.utexas.edu lists during the maintenance period will be ... (more)
7:00 AM - 7:30 AM
DNS Maintenance in UDC-C
Service: Departmental Networks
Description: Networking will be bringing two new recursive DNS servers online to service UDC-C. This is being done to provide the UDC-C network with DNS resolvers independent of the main campus servers (see point ... (more)
7:45 AM - 8:45 AM
UT Direct maintenance window
Service: UT Direct
Description: Obsolete link removal from UT Direct homepage.
9:00 AM - 2:00 PM
Add new datastores to Virtual Infrastructure
Service: Virtual Servers
Description: New datastores will be added to the Virtual Servers infrastructure for VM provisioning.

No service interruptions are anticipated.
8:00 AM - 6:00 PM
Upgrade of AEMS to SP2 RU4
Service: Austin Exchange Messaging Service
Description: Exchange 2010 Service Pack 2 will be applied to the Austin Exchange Messaging Service (AEMS), along with Rollup 4. Since RU4 remedies the Document WebReady Viewer security vulnerability, the ... (more)

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!