by ·Comments Off on 6.21.18 UPDATE – Faculty/Staff with Mac Computers On or Off-campus
Update 6/21/18  5:15PM
We are waiting to hear back from two individuals who are traveling or have been unavailable, and are currently attempting to restore data for three more individuals. We experienced full data loss on seven systems and partial data loss on 12 systems. In most cases, individuals were able to restore files from various sources including Time Machine and Drive backups. We continue to assist with file recovery where possible.  64 systems were fully restored.
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Update 6/11/18 8:30AM
We have resolved issues for 61 of 86 Macs.  Remediation work continues this week as our top priority.  If you received a direct email from the ITS Help Desk regarding your Mac and you have not yet contacted us, please do so as soon as possible.   To avoid potential data loss, please do not use your Mac until it has been assessed by our Mac technicians.  If you are out of town, please contact us at 740-587-6395 to schedule a time for us to call you to talk through the assessment process.
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Update 6/5/18 5:15PM
Our vendor partner has contained the error and developed a restore process.  We have identified 86 faculty/staff Macs that were impacted by this event.  Each of these computers will need to be worked on by our team to have the user account and data restored.  We have contacted these individuals directly as of 5:11PM under a separate email titled “URGENT: Please contact the ITS Help Desk about your Mac computer ASAP” which includes instructions to coordinate the repair work.
 
If you did not receive a direct email with your specific computer information, you are cleared to begin using your Mac as normal.
This continues to be our highest priority.  We have staff scheduled through midnight tonight and will be working as quickly as possible to get everyone’s system restored and back to them.  We will be monitoring the Help Desk phones through the evening, please leave a message if someone is not available to answer at the time your call.
This was not a virus or attack on our systems. This was an unexpected and unusual error in important work being performed by our vendor partner.
I thank you for your patience as we continue to work through this critical response effort.  We are aware of the serious impact this event has had on operations and will be working to prevent any future occurrence.

 

Original Post:
ITS has identified a critical issue with some MACs and are investigating the situation. To protect against data loss we need your help.
IMMEDIATE ACTION NEEDED
  1. Please fully turn off your Mac computer(s).
  2. Please then contact the ITS Help Desk at 740-587-6395 to make arrangements for your computer to be addressed.
  3. Please do not turn on your computer again.
DETAILS
Due to an inadvertent error, your account and/or files/settings on this Mac computer may have been altered. ITS asks that you fully power this off and leave it off until ITS can evaluate and restore your account/settings/files. Please contact us at 740-587-6395 to set up an appointment and let us know if you have a Time Machine backup of your computer or if the data on that computer is typically backed up elsewhere.

Thank you for your cooperation as we address this critical issue.

by ·Comments Off on Completed: Planned Outage: Network Maintenance on Campus Buildings, Thurs. 5/31/18 5-6am

Update 5/31/18 6:00am:

The network updates are complete. Please report any network issues to the ITS Help Desk at 740-587-6395 or helpdesk@denison.edu. The Help Desk will reply as soon as possible during regular business hours (see www.denison.edu/its/helpdesk for hours).

Maintenance was also done in Burton Morgan this morning.

Original Post

ITS will be performing network maintenance on Thursday 5/31/18 from 5:00-6:00am which will result in the loss of the wired and wireless network in the following locations.

Barney Hall
Doane Administration
Olin Hall
Samson Talbot
Bryant Hall
Library
Shorney Hall
Huffman Hall

Please do not edit files over the network or submit information online during this time period as your work may be lost when the network outages occur.

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

by ·Comments Off on [RESOLVED] Water Pipe break in Fellows Hall

Update: 5/24/18 6:30 am

We received an update that Facilities has turned off the water causing the problem and is cleaning up at the moment. The data center appears to be running as expected. We do not expect any network outages at the moment. Please contact the ITS Helpdesk if you have any questions.

Thank you.

 

Original Post: 5/24/18 6:00 am

We were informed this morning that there is a water pipe break in Fellows Hall basement. Facilities is on site at the moment inspecting the site. Due to the nature of the event and the proximity to the data center to the pipe break, there is a possibility of an unplanned network outage across campus. We will update this post as soon as we have additional information. If you have any questions, please contact the helpdesk at 740-587-6395 or by email at helpdesk@denison.edu.

 

Thank you.

by ·Comments Off on Completed: Planned interruptions for network drive access and printing on Tues. 5/22/18 between 4:00am and 7:30am

File and print server updates are complete. Please report any issues to the ITS Help Desk at 740-587-6395 or helpdesk@denison.edu (see www.denison.edu/its/helpdesk for hours).

Original post:
ITS is planning to install latest updates on servers hosting shared network drives (PERSONAL, SHARED, MEDIA, SCRATCH, etc) on Tuesday 5/22/18 between 4:00am and 7:30am. As these updates are being applied, there will be outages for the above network drives and printing while servers are updated and rebooted to complete installation. Please do not update files stored on the network file servers during these time periods.

by ·Comments Off on Availability of Lynda.com through the Granville or Other Libraries

Denison provides online tutorials from Hoonuit to the campus. Take a look at the Hoonuit landing page (MyDenison -> My Apps -> Hoonuit) and you’ll see that there is training for Adobe Creative Cloud 2018 applications as well as many other topics.

Another valuable online training resource is Lynda.com which provides in-depth online tutorials on software, creative, and business skills. Many libraries provide access to Lynda.com at no cost. This now includes the Granville Library which issues library cards to any resident of the state of Ohio and to Denison students. Please visit the Granville Library web site for more information about accessing Lynda.com and/or obtaining a Granville Library card.

For tips on signing in to Lynda.com on a computer or mobile device using a library card, see this ITS Help Desk Online FAQ: http://apps.denison.edu/helpdesk/faq5942.

NOTE: You can check out the Lynda.com catalog and a couple of the initial videos in each course WITHOUT signing in to Lynda.com. To go further, you will need to sign in. A sampling of Lynda.com tutorials include:

  • Windows 10 Tips and Tricks
  • Windows 10 April 2018 Update New Features
  • macOS High Sierra New Features
  • Creating Accessible PDFs
  • Adobe Photoshop CC 2018 One-on-One: Fundamentals
  • Video and Audio for Designers with (Adobe) Creative Cloud
  • Building a Portfolio with Adobe Portfolio
  • Project Management Foundations
  • Time Management Fundamentals

To view the full catalog, visit www.lynda.com.

by ·Comments Off on [Resolved] Unplanned Internet Outage

We experienced an unplanned internet outage starting at 2:37pm and ending at 2:51pm. During this time access to the internet was not available. All calls via Dialpad were also unavailable during this time.

The issue was resolved at 2:51pm and all internet connections were restored immediately. We sincerely apologize for the inconvenience. Please report any continued issues to the ITS Helpdesk at 740-587-6395 or by email at helpdesk@denison.edu.

by ·Comments Off on Potential Dialpad Deskphone Issues After Power Outage

If you are finding that you do not have network connectivity on your computer AND you have a Dialpad deskphone, you may need to reboot your Dialpad deskphone. Please look at your Dialpad deskphone and see if it has a black screen that says only “Dialpad”. If so, it is in a frozen state and will not ring nor will it allow wired network traffic through to your computer. Please turn over the phone and unplug the ethernet cable in the top port labeled “SW”. Wait a few seconds and then plug it back in. The phone should then display the normal screen.

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

by ·Comments Off on Unplanned Outage: Network and Dialpad

Update: 5/16/18 9:10am

Facilities will be bringing Lamson Lodge and Dustin Cabin network back online this morning using a generator. The network in Sigma Chi is still awaiting the power to return to the building.

Update: 5/15/18 8:30am

Network is still down due to loss of power in the following locations. Facilities team is working with AEP to restore power at Poly Anderson and Sigma Chi. We are hoping to get a generator in place to bring up Lamson Lodge and Dustin Cabin network.

Poly Anderson
Lamson Lodge
Dustin Cabin
Sigma Chi
Soccer field

Update: 5/14/18 5:26pm

Network is still down due to loss of power in the following locations:

Poly Anderson
Dustin Cabin
Sigma Chi
Soccer field
Beta House
Chamberlin

Update: 5/14/2018 2:10pm

We currently have network outages in the following buildings:

Elm

Chamberlin

Dustin-Cabin

Shorney

Sigma Chi

Soccer-Pressbox

Prospect House

Shannon House

Bancroft House

Curtis East

Hayes Wright

Beta House

Lamson Lodge

Rose House

Please email or call the ITS Helpdesk if there are any questions or concerns. We will update this note as soon as we have an update.

Thank you.

 

Original Post 5/14/18 1:30 pm:

We are currently experiencing a network and Dialpad outage in multiple buildings across the campus due to power outages as a result of the storm. We are aware of this and working to resolve the issue as soon as possible. We will update this post as soon as we have an update. Please email or call the ITS Helpdesk if there are any questions or concerns.

 

Thank you.

by ·Comments Off on Drive for Mac/PC Sync Client Shutdown This Saturday 5/12/18 – Move to Drive File Stream Now!

If you are seeing a pop-up message on your computer saying that “Google Drive for Mac/PC is going away soon”, then you are running the Drive for Mac/PC Sync Client and need to take action to move to Google’s new solution “Drive File Stream”. If you are NOT seeing this message, this does not apply to you!

On Saturday, Google will be shutting down the “Google Drive for Mac/PC” sync app in favor of the “Drive File Stream” app. if you are still using “Google Drive for Mac/PC”, the files in the “Google Drive” folder on your computer will no longer sync with Google Drive online. Those files will not disappear from your computer, but the changes you make to them will no longer be reflected in the versions stored in Google Drive online. Likewise, changes made to the files online will not be reflected in the copies on your computer.

ACTION REQUIRED! You should move to Drive File Stream right away. Because “Drive File Stream” and “Google Drive for Mac/PC” interact with your computer very differently, there are a number of steps involved to transition completely and ensure you do not lose data or consume unnecessary space on your computer (and potentially run out of space).

For a high-level transition overview and links to detailed instructions for Mac and PC, see http://apps.denison.edu/helpdesk/faq5723

If you have any questions or problems or would like to set up an appointment to walk through the transition with an ITS staff member, please contact the ITS Help Desk at helpdesk@denison.edu or 740-587-6395.