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Resolved: 3 August 2020 Disruption to IT Services updates

3 August 2020

Following a critical incident in one of our data centres a number of IT Services are unavailable. We are working to restore services as soon as possible.

Update 6pm 3 August

We are pleased to announce that nearly all services affected by the incident in our on-site datacentre have now been restored and are available. There may still be some services working at lower than normal capacity which will be addressed in the coming days. We are still investigating the LAMIS system and will provide a further update once this is resolved.
 
Please continue to report any issues with UCL IT Services to the IT Services desk


Update 9:45am 3 August

We are pleased to announce that the datacentre has now been brought back into operation. However it will take some time to reinstate the hundreds of services that are located there. ISD teams will be working throughout the day to reinstate services and we will provide a further update later today. 

Please continue to report any IT problems to the IT Services Desk.


Update 6pm 30 July 2020

Since our last update we are pleased to say that Mediacentral and IDW are now working again. We will provide a further update tomorrow afternoon on progress to bring the datacentre back online.

The following services are now available - some at reduced capacity

  • SITS/Portico is available
  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available although working at reduced capacity
  • MyFinance is available although working at reduced capacity- the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available although working at reduced capacity - news items can be posted and published however the feeds are not updating. Editors should create static links to news or events while this situation continues
  • MyAccount
  • MySupporters
  • ITunes/Podcasts
  • Ilockerz
  • OUR
  • RedCAP
  • Software Database
  • iLockerz
  • Starrez
  • ETL
  • Adlib
  • Covid Research Services
  • Mediacentral
  • IDW

The following key services are currently unavailable:

  • Resource Link/MyView
  • LAMIS
  • CMIS-Go
  • SIP
  • Digital Signage
  • Records Office System
  • Funnelback
  • Silva - including the IOE intranet
  • UCL Discovery
  • Print - only half of devices on campus available
  • Tableau Reporting Service
  • PAR
  • Research Student Log
  • UCL Ethics

Other non-customer facing services (not listed above) may also be affected.


Update 8:30pm 29 July 2020

There are no further updates to report at this time. Work is still ongoing to restore additional key services and we will provide a further update tomorrow morning.

Update 10:30am 30 July 2020

Following further work to reinstate services last night attention is now focusing on bringing our onsite data centre back into operation. Therefore no further services will be restored until the datacentre is operational again. We will update on timings later today.

The following services are now available - some at reduced capacity

  • SITS/Portico is available
  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available although working at reduced capacity
  • MyFinance is available although working at reduced capacity- the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available although working at reduced capacity - news items can be posted and published however the feeds are not updating. Editors should create static links to news or events while this situation continues
  • MyAccount
  • MySupporters
  • ITunes/Podcasts
  • Ilockerz
  • OUR
  • RedCAP
  • Software Database
  • iLockerz
  • Starrez
  • ETL
  • Adlib
  • Covid Research Services

The following key services are currently unavailable:

  • Mediacentral
  • Resource Link/MyView
  • LAMIS
  • CMIS-Go
  • SIP
  • IDW
  • Digital Signage
  • Records Office System
  • Funnelback
  • Silva - including the IOE intranet
  • UCL Discovery
  • Print - only half of devices on campus available
  • Tableau Reporting Service
  • PAR
  • Research Student Log
  • UCL Ethics

Other non-customer facing services (not listed above) may also be affected.


Update 8:30pm 29 July 2020

There are no further updates to report at this time. Work is still ongoing to restore additional key services and we will provide a further update tomorrow morning.


Update 3:45pm 29 July 2020

Work is ongoing to restore services. See the list below for the current situation.

The following services are now available - some at reduced capacity

  • SITS/Portico is available
  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available although working at reduced capacity
  • MyFinance is available although working at reduced capacity- the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available although working at reduced capacity - news items can be posted and published however the feeds are not updating. Editors should create static links to news or events while this situation continues
  • MyAccount
  • MySupporters
  • ITunes/Podcasts
  • Ilockerz
  • OUR
  • RedCAP
  • Software Database
  • iLockerz
  • Starrez

The following key services are currently unavailable:

  • Mediacentral
  • Resource Link/MyView
  • LAMIS
  • CMIS-Go
  • SIP
  • ETL
  • IDW
  • Adlib
  • Digital Signage
  • Records Office System
  • Funnelback
  • Silva - including the IOE intranet
  • UCL Discovery
  • Print - only half of devices on campus available
  • Tableau Reporting Service
  • PAR

Other non-customer facing services (not listed above) may also be affected. 

Where possible we will be reinstating these services in one of our other datacentres in order of customer priority.

Apologies for the obvious disruption this is causing.

Update 12:45pm 29 July 2020

More services have been restored during this morning. See list below for the latest updates

The following services are now available - some at reduced capacity

  • SITS/Portico is available
  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available although working at reduced capacity
  • MyFinance is available although working at reduced capacity- the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available but it is not currently possible to post news items
  • MyAccount
  • MySupporters
  • ITunes/Podcasts
  • Ilockerz
  • OUR
  • RedCAP
  • Software Database
  • Adlib
  • iLockerz

The following key services are currently unavailable:

  • Mediacentral
  • Resource Link/MyView
  • Starrez
  • LAMIS
  • CMIS-Go
  • SIP
  • ETL
  • IDW
  • Digital Signage
  • Records Office System
  • Funnelback
  • Silva - including the IOE intranet
  • UCL Discovery
  • Print - only half of devices on campus available
  • Tableau Reporting Service
  • PAR

Other non-customer facing services (not listed above) may also be affected. 

Where possible we will be reinstating these services in one of our other datacentres in order of customer priority.

Apologies for the obvious disruption this is causing.


Update 9:30am 29 July 2020

We are continuing to work through a prioritised list to restore key services as soon as possible. Since the last update RedCAP has now been restored. 

We will provide a further update around mid-day today.

Please do contact the IT Services Desk if you are aware of any issues accessing any of our services.


Update 8:30pm

Since our last update MyAccount is now available and working as normal. Mysupporters is also now available. Work is ongoing to restore other services. We will provide a further update tomorrow morning.

The following services are now available - some at reduced capacity

  • SITS/Portico is available
  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available although working at reduced capacity
  • MyFinance is available although working at reduced capacity- the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available but it is not currently possible to post news items
  • MyAccount
  • MySupporters

The following key services are currently unavailable:

  • Mediacentral
  • Resource Link/MyView
  • Starrez
  • LAMIS
  • CMIS-Go
  • Adlib
  • SIP
  • ETL
  • IDW
  • ITunes/Podcasts
  • Digital Signage
  • Records Office System
  • Ilockerz
  • OUR
  • Funnelback
  • Silva - including the IOE intranet
  • UCL Discovery
  • Software Database
  • RedCAP
  • Print - only half of devices on campus available
  • Tableau Reporting Service

Other non-customer facing services (not listed above) may also be affected. 

Where possible we will be reinstating these services in one of our other datacentres in order of customer priority.

Apologies for the obvious disruption this is causing.


Update 4:45pm

Since the last update we have restored the SITS/Portico service. We will provide one further update report this evening after 8pm.

The following services are now available - some at reduced capacity

  • SITS/Portico is available
  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available
  • MyFinance is available - however the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available but it is not currently possible to post news items

The following key services are currently unavailable:

  • Mediacentral
  • Resource Link/MyView
  • Starrez
  • LAMIS
  • MySupporters
  • CMIS-Go
  • Adlib
  • SIP
  • ETL
  • IDW
  • ITunes/Podcasts
  • Digital Signage
  • Records Office System
  • Ilockerz
  • OUR
  • Funnelback
  • Silva - including the IOE intranet
  • MyAccount
  • UCL Discovery
  • Software Database
  • RedCAP
  • Print - only half of devices on campus available
  • eduroam - reported problems in Halls of Residence

Other non-customer facing services (not listed above) may also be affected. 

Where possible we will be reinstating these services in one of our other datacentres in order of customer priority.

Apologies for the obvious disruption this is causing.


Update 1pm 28 July 2020

We are working to reinstate key UCL services as a matter of priority. 

The following services are now available - some at reduced capacity

  • Moodle is available although working at reduced capacity
  • Desktop@UCL is available although working at reduced capacity
  • Axiom is available although working at reduced capacity
  • MyHR is available
  • MyFinance is available - however the usual hyperlink to MyFinance is broken but it can be accessed using the MyHR link
  • Drupal is available but it is not currently possible to post news items

The following key services are currently unavailable:

  • SITS/Portico
  • Mediacentral
  • Resource Link/MyView
  • Starrez
  • LAMIS
  • MySupporters
  • CMIS-Go
  • Adlib
  • SIP
  • ETL
  • IDW
  • ITunes/Podcasts
  • Digital Signage
  • Records Office System
  • Ilockerz
  • OUR
  • Funnelback
  • Silva - including the IOE intranet
  • MyAccount
  • UCL Discovery
  • Software Database
  • RedCAP
  • Print - only half of devices on campus available
  • eduroam - reported problems in Halls of Residence

Other non-customer facing services (not listed above) may also be affected. 

Where possible we will be reinstating these services in one of our other datacentres in order of customer priority.

Again, apologies for the obvious disruption this is causing.


 

Update: 10:55am 28 July

As previously reported a large number of UCL's IT services are unavailable. We are compiling a list of all affected services and we will update this page shortly.

We are working on a prioritising a number of the key UCL services to reinstate them as soon as possible. 

We apologise for the ongoing disruption to services.

  • Moodle is now available although working at reduced capacity
  • Desktop@UCL is also available although working at reduced capacity.

Update: 10:30am, 28 July 

The issues with Desktop@UCL have been resolved and you should be able to use this service normally. If you continue to experience problems with this service, please report them to the IT Services Desk.

We are working hard to restore other services as quickly as possible.

Thank you for your continued patience.


8am, 28 July

There has been an interruption to some of our services this morning. These include:

  • MyAccount
  • SITs
  • OUR
  • Portico
  • Moodle
  • D@UA (you should be able to log in but you will receive a warning about "Remote Desktop Licence Issue")
  • Mediacentral
  • UCL Podcast

Please be assured that we are looking at this issue as a matter of priority and will update this news item as soon as we have more information.

Thank you for your patience and we apologise the for inconvenience.