XClose

Information Services Division

Home
Menu

Update 1:30pm 8 November: Problems accessing SITS/Portico - 2 November 2021

8 November 2021

Update 1:30pm 8 November

We are pleased to announce that the PayOnline service is now working again.

Update 9:45am 8 November 2021

Portico is working but work is continuing on restoring services connected to Portico.

If you have any issues accessing Portico please report them to the IT Services Desk.

For other Portico related queries


Update 10:45am 5 November 2021

Portico is working but work is continuing on restoring services connected to Portico.

If you have any issues accessing Portico please report them to the IT Services Desk.

For other Portico related queries


Update 1pm 4 November 2021

We are pleased to confirm that the issues affecting UCL’s Portico student record system have been resolved. Access to the student timetable and Card Access have been restored, and ISD colleagues are now working to ensure that services  connected to Portico are working normally. Some services may take a few days to restore.   

Although PayOnline, UCL’s online payment system is still unavailable, payments submitted on Tuesday 2 November have been processed and the records in Portico will be updated over the next few days.  

Portico data has been restored as it was at 11pm on Monday 1 November. This means that any data entered between that time and 4pm on Tuesday 2 November is no longer available. We will work with staff who use these services to support colleagues during this time to re-enter or otherwise reconstruct this data.  

We apologise for the inconvenience this has caused. Thank you for your patience while we continue to work on restoring access to all remaining services connected to Portico as quickly as possible.  


Update 7:20pm 3 November 2021

Work continues to restore the Portico Service this evening and we will publish a further update tomorrow morning. Apologies again for the inconvenience.

The online Timetable is now available again for most users. However it is currently showing data as of 04:00am on Tuesday 2 November. Students who have changed any modules since that time will not see their revised timetables available yet, however changes to rooms/times are correct.

Update 4:45pm 3 November 2021

Work is still ongoing to restore the Portico service. The service remains unavailable and will remain so for the rest of the day. We apologise for the ongoing disruption.


Update 2pm 3 November 2021

The team are making progress on restoring Portico and related services. We will provide a further update later this afternoon. We apologise for the ongoing disruption.


Update 10:15am 3 November 2021

In addition to the message below we have identified other affected services. Currently the following are unavailable:

  • Graduate prospectus
  • Graduate application portal

We are working to restore these services as soon as possible.


Update 6:15am 3 November 2021

UCL is currently experiencing issues with our Portico student records system. This means that Portico is unavailable, and has a knock-on effect on connected services including the student timetable and Card Access. We apologise for the disruption this will cause students and staff and we are working hard to get all systems working normally again as quickly as possible. 

We expect that Portico and these related services will be available again by the end of the day on Wednesday 3 November 2021. Other core systems including Office 365, User IDs, passwords, Moodle, Lecturecast and askUCL are fully operational. 

This problem was caused by a  software issue and we are working with the system vendor to address the cause and ensure that it does not happen again. Where data has been affected, we will restore as much as possible from our secure backups.  

ISD will work with staff who use Portico to support colleagues during this time. Please bear in mind that you may not be able to access or input student record data until Portico is fully restored. We are also updating students via email. 

We will post further updates on this page when services are restored. The next update will be posted around 9:30am


Update 4:45pm

We are still investigating the cause of the problem with SITS/Portico. The issue is also having an impact on a number of other services that are reliant on student data. We will provide a further update later this evening.

Apologies for the ongoing disruption to the service.


We are investigating an issue with SITS/Portico. Users are currently unable to access the service and UCL Select is also unavailable.

We are working to restore access as soon as possible. 

We will provide an update later this afternoon.

Apologies for the disruption caused.