by ·Comments Off on Unplanned Outage: Duo Outage Affecting Single Sign-On Login

Update: Wednesday, December 15, 11:50 AM

At approximately 11:15 AM today, Duo two-factor authentication service was restored. Accountholders who could not log in to Denison websites protected by our single sign-on (SSO) service should be able to do so now.

Duo confirmed that this outage occurred due to a service disruption with their web host, Amazon Web Services (AWS). The AWS outage affected a number of vendors and services, including Duo. Read more about today’s AWS outage here.

If you need further assistance accessing Denison services or have other technology questions, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

Initial Post: Wednesday, December 15, 11:00 AM

At 10:35 AM today, the ITS Service Desk received a report that Duo, the two-factor authentication service that protects Denison accounts and services, was not available when attempting to log into a Denison website protected by our single sign-on (SSO) service. ITS staff verified that outage and have since confirmed that there is a Duo outage affecting Denison, other colleges and universities, and other Duo customers.

This outage affects Denison accountholders who have not recently logged into SSO and Duo today. If you have already logged in to SSO and Duo today, you will not observe the problem.

ITS is monitoring Duo’s status, and we’ll share regular updates as more information becomes available.

We recognize that work takes place at all hours of the day, and we apologize for any inconvenience this causes. To request a phone call or email when we learn that Duo service is restored, or for general technology assistance, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu. 

by ·Comments Off on Windows Update Requires Restart: Beginning 4 PM Monday, November 22

Beginning at 4:00 PM on Monday, November 22, ITS will distribute an update to Denison-owned Windows computers to improve their ability to communicate with our Windows patching system, which delivers updates to software that runs on Windows computers.

After that time, your computer may display the pop-up window shown below:  

The update requires your computer to restart in order to fully install, and the pop-up window alerts you that your computer will automatically restart in two hours to apply the update. If you prefer, you may manually restart your computer any time before then to apply the update. 

Patching plays a critical role in keeping Denison-owned computers stable and secure, and this update will enhance the delivery of important software updates to your computer. We recognize that work takes place at all hours of the day, and we apologize for any inconvenience this causes. For additional information, please see the additional information below, or contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu. 

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What’s happening?

Starting at 4 PM on Monday, November 22, ITS is distributing a small software update to all Denison-owned Windows devices. Whether it is on or off campus, once your computer receives the update, it will display the following pop-up window: 

The update will automatically restart your computer two hours after it is received; you may also manually restart your computer any time after you see the prompt. Unlike some updates, once your computer receives this software update, you will not have the option to cancel or postpone the restart.

Why is ITS doing this, and why are you starting Monday at 4 PM?

This update ensures that Denison-owned Windows devices communicate effectively with our Windows management system. Applying this update allows us to more effectively distribute future security updates and critical patches to your computer. 

This process begins Monday at 4 PM to avoid disruption to teaching and minimize the impact on employees’ daily work schedules.

I will be busy at 4 PM on Monday. Can I manually install this update ahead of time?

No. Our patch management system will begin offering the update to Denison-owned Windows computers at 4 PM. Computers that are powered on will receive the update over the next few hours as they periodically check in with our management system.

How can I make this update go as smoothly as possible?

When the prompt shown above appears, you have two choices:

  • Let your computer automatically restart in two hours. Leave your computer powered on, and be sure to close all programs and windows before the countdown timer in the pop-up window counts down to zero.
  • Manually restart your computer any time in the next two hours. Close all programs and windows, then restart your computer as you normally would.


How will I know if the update successfully installed?

After your computer restarts and you next log in, the window shown below will appear briefly at the bottom-right corner of your screen:

What if I don’t see the prompt after 4 PM on Monday?

Some computers may take a few hours to check in with our management system, so don’t be surprised if you don’t see it immediately. If you use a desktop computer, make sure your machine is powered on and ready to receive the update before you leave Denison for the day. (You don’t need to leave your computer logged in.) If you use a laptop computer, you might turn it on at home (if you take it home) so it can receive the update and restart. Either way, be sure to close all open programs and windows.

If your computer does not ultimately show the prompt, that is OK. Some devices do not check in properly to our patch management system, and we will contact you in the near future to address and improve that.

What if my computer is not powered on at that time?

Your device will receive the update the next time it is turned on. If you are logged into the computer, you will see the prompt shown above and can choose to let your computer automatically restart after two hours or manually restart your computer any time before then. 

What happens if I’m not logged in to my computer at that time?

That is OK. Your device will receive the update and will restart on its own. Please save all the files you are working on and close all applications before you step away from your computer.

Will this impact teaching computers when classes resume on Monday, November 29?

Beginning Tuesday, November 23, we will proactively check all Windows classrooms and labs to ensure that teaching workstations have restarted and applied the patch prior to classes resuming on Monday, November 29.

by ·Comments Off on [RESOLVED] events.denison.edu Calendar Temporarily Unavailable

Update: 8:15 AM, 11/16/21

After a brief downtime early this morning, the issue that caused yesterday’s Campus Calendar service outage has been resolved.

If you have questions about the Campus Calendar, or any other Denison technology, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

Update: 10:15 AM, 11/15/21

The Campus Calendar (https://events.denison.edu) is back online. You may now search for existing events and create new events. 

Further maintenance may be needed to fully resolve the issue that caused the outage. We’ll provide an update as soon as more information is available.

Original Post: 9:15 AM, 11/15/21

As of 9:00 AM on Monday, November 15, 2021, the MasterCalendar service at https://events.denison.edu is temporarily unavailable. For the time being, it is not possible to view or edit calendar events on this website.

ITS is working to restore the service. We’ll provide an update when service is restored or there is more information to share.

If you would like to be contacted when MasterCalendar is back online, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

by ·Comments Off on [RESOLVED] Notebowl Temporarily Unavailable

Update: 2:45 PM, Friday, October 29, 2021

Notebowl access has been restored. The current outage is resolved, but additional work may be needed in the future to prevent a later outage.

If you have any questions about Notebowl, please contact the ITS Service desk at servicedesk@denison.edu or call 740-587-6395.

Update: 1:25 PM, Friday, October 29, 2021

ITS and the Notebowl vendor are actively working to restore Notebowl access. At this time, there is still not a workaround to reach Notebowl.

If you would like to be contacted when this is resolved, please email servicedesk@denison.edu or call 740-587-6395.

Original Post: 11:00 AM, Friday, October 29, 2021

Beginning at 10:40 AM, ITS began receiving reports that students and employees could not consistently reach the Notebowl website. At this time, there is unfortunately not a workaround for this situation.

We are working with Notebowl’s vendor to investigate and resolve the issue, and we’ll post an update promptly when we have more information.

If you would like to be contacted when this is resolved, or if you need assistance with Denison technology, please email servicedesk@denison.edu or call 740-587-6395.

by ·Comments Off on Caution: Don’t Update Your Mac to macOS Monterey Yet

Apple released macOS 12, also known as “Monterey,” on Monday, October 25, 2021. This is a major upgrade to the current Apple operating system, macOS 11 (Big Sur).

Information Technology Services (ITS) strongly recommends that you DO NOT immediately install Monterey for the following reasons:

  1. ITS is testing Monterey’s compatibility with Denison systems and software. We are already aware that key applications may be negatively affected, such as printing to network printers.
  2. If you plan to make a major change to your computer like updating to a new operating system, it’s best to wait until you aren’t depending on your computer to work as expected every day, such as in the middle of the semester. 

ITS continues to test macOS Monterey with Denison systems and software. We will share an update on Monterey’s compatibility after the end of the semester.

Please note: Before you update macOS on your computer, it is imperative that you back up your system and personal files prior to the update. In the rare event there is a problem with the update process, it may be necessary to erase your computer’s hard drive, then install a fresh copy of the operating system and restore your personal files. To protect your important data, please adopt a recommended file storage location or backup approach.

If you have questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on [RESOLVED] Campus ID Card Door Access Outage

UPDATE: 1:00 PM, October 26, 2021

As of 12:50 PM today, door access service has been restored on campus. Students and employees should now be able to use their Denison ID cards to unlock doors they are authorized to open.

If you find that your ID card is not able to unlock a particular door as expected, please contact Facilities at 740-587-6264.

UPDATE: 12:00 PM, October 26, 2021

ITS continues to work with CBORD, Denison’s card access vendor, to resolve the current door access issue. At this time, we are approximately 75% through the process of implementing a solution recommended by CBORD.

We will share an update as soon we confirm that the door access issue is resolved. If door access is not restored by this afternoon, we’ll share a progress update with current information.

To report a concern with a particular campus card reader or location, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

ORIGINAL POST: 9:00 AM, October 26, 2021

At 8:15 AM this morning, ITS received a report that Denison employees and students could not successfully use their ID cards to unlock campus doors locked with card readers. Since this time, Campus Safety has manually unlocked the exterior doors of academic buildings to ensure faculty and students can attend classes.

ITS has determined the cause of the issue and is working to restore the card access service. We will share an update as soon as we have more information to report.

To report a concern with a particular campus card reader or location, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

by ·Comments Off on [COMPLETE]: NetPartner and WebClient Update, 11:00–11:15 AM, 10/14/21

Update: October 14, 11:30 AM

The update to NetPartner has been completed. If you have any questions, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

Original Post: October 14, 11:00 AM

The NetPartner and WebClient services will be offline today (Thursday, October 14) from 11:00–11:15 AM for unplanned maintenance. Please do not attempt to use NetPartner and WebClient during this time.

This post will be updated when the work is complete. If you experience any network connectivity issues after this time, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu.

by ·Comments Off on RESOLVED: Wireless Connectivity Gap for Some Devices

Starting at 5:30 AM this morning following a wireless maintenance event, ITS staff noticed that a small number of wireless devices did not automatically connect to campus wifi as they normally would. After working with Denison’s wireless vendor, we believe the problem is resolved at of 9:15 AM.

If any of your devices continue to have trouble connecting to Denison’s wireless network, please contact the ITS Service Desk at 740-587-6395 or servicedesk@denison.edu. Be prepared to share the following information about your device:

  • Make and model of your wireless device (ex: Apple iPhone 12)
  • The time, date, and location on campus where you experienced the problem
  • Were you moving around at that time, or were you working in one location?
  • How did you notice that your wireless connection wasn’t optimal?
  • What, if any, troubleshooting have you done so far?
  • If you have changed locations in the meantime, has that improved the problem?

More Information:

Normally, as you roam around campus, your wireless device will monitor the strength of its wifi connection and look for a stronger connection (that is, a closer wireless access point) when it detects that the signal from the current wireless access point is weak. This is common as you move within a building or to a new building.

This morning, we saw that a small number of wireless devices automatically disconnected as soon as they switched to a new, closer wireless access point. ITS staff resolved the problem after escalating the issue with our wireless vendor. If there is any additional information to share, we’ll post an update here.

by ·Comments Off on NOTICE: Reports of Issues Calling Some Granville/Newark Phone Numbers from Denison Phones
Update: September 29, 10:15 AM
The local phone provider has not resolved the call-blocking issue that prevents calls placed from Denison’s phone system from reaching their customers. We have confirmed that Denison’s phone system is successfully routing all calls placed to and from campus phones.

We continue to reach out to the local phone provider to seek a resolution, and we will update this post as more information is available.

Original Post

ITS has received several reports where calls to a local Granville or Newark phone number yield an out of service error when called from Denison phones but the call completes successfully when made from a cell phone.

This does NOT appear to be a call routing issue with Denison’s phone system. Instead, communication with Denison’s phone vendor and subsequent testing indicate that it is an issue with call-blocking on the part of the destination party’s phone provider.

If you experience this problem, please report the issue to the ITS Service Desk at servicedesk@denison.edu. Please include the following information:

  1. The destination phone number(s) you are attempting to call.
  2. The Denison phone number(s) used to call that number. 
  3. If the destination number is your personal home phone number, please include the name of your home phone service provider.

by ·Comments Off on RESOLVED: Student Enrollment in Notebowl Course May Temporarily Not Match Actual Enrollment

Update on 9/15/21 at 9:30 AM: After student enrollment in Notebowl courses was manually synchronized at 2:20 PM yesterday afternoon (Tuesday, September 14), a small number of faculty reported that some grades and assignments were missing for students whose accounts were not correctly synced Monday night. 

With assistance from ITS, the Notebowl vendor restored missing grades and files late Tuesday evening. During this process, Notebowl only restored files or grades that were missing at the time of restoration—if instructors had manually entered grades for one or more students since Monday evening, Notebowl did not overwrite these grades.  

If a student uploaded a submission to Notebowl yesterday to replace a submission that was not showing in their account, Notebowl has restored the first submission without overwriting the second. Notebowl is sharing a list of all duplicate submissions with ITS, and we will contact instructors so they may review and decide how to proceed. 

We apologize for any disruption this has caused. If you have questions about any of your Notebowl courses, please contact the Service Desk at servicedesk@denison.edu or 740-587-6395. 

 

Update on 9/14/21 at 2:20 PM: ITS has manually run the student enrollment process. At this time, student appearance in Notebowl courses should match their actual enrollment. ITS is actively working with the Notebowl vendor to ensure that this issue is resolved.

 

Tuesday morning, ITS found that an overnight process that updates student enrollment in Notebowl courses did not run correctly on the evening of Monday, September 13. As a result, some faculty may observe today that the student roster in their Notebowl courses does not match the courses’ actual enrollment. All other Notebowl functionality works as expected.

As a workaround, faculty may manually add a student to a Notebowl course so students may access course materials.

ITS is working with Notebowl to resolve this. We’ll update this post when ITS and Notebowl confirm that the evening student import functionality runs as expected.