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Archives For service disruption

Alcohol EDU and Haven EDU Service Disruption

By Monica Lavin
Posted on 30 July 2014 | 9:46 am

The College of Charleston’s Alcohol EDU (alcohol abuse prevention) and Haven EDU (sexual assault prevention) online training classes for incoming freshmen are experiencing an unscheduled disruption in service. Information Technology is aware of the situation and working to restore service.

We apologize for any inconvenience and thank you for your cooperation during this time. If you should have questions, please contact the IT Helpdesk at 843-953-3375 or helpdesk@cofc.edu.

Internet and Network Connectivity Maintenance

By Monica Lavin
Posted on 25 July 2014 | 8:17 am

SERVICE: Internet and Network Connectivity Maintenance
IMPACT: Wired network connectivity in the Addlestone Library and 57 Coming Street will be unavailable during this maintenance window.
DATE: Friday, August 1st, 2014
TIME: 6:30pm – 11:30pm

OVERVIEW: On Friday, August 1st, at 6:30 PM through 11:30 PM, Network Engineering will upgrade equipment that connects the Addlestone Library and 57 Coming Street to the College network.  Wired network connectivity will be unavailable in both the Addlestone Library and 57 Coming Street for the duration of the maintenance window. Wireless connectivity will not be affected.

ADDITIONAL INFORMATION: IT publishes all scheduled maintenance on the IT blog at https://blogs.cofc.edu/it/. We encourage you to check this site often to be aware of scheduled preventative maintenance. If you have any questions or concerns, please contact the Information Technology Helpdesk at (843) 953-3375 or by emailing helpdesk@cofc.edu.

Thank you for your patience.

Internet and Network Connectivity Maintenance

By Monica Lavin
Posted on 24 July 2014 | 12:12 pm

SERVICE: Internet and network connectivity upgrade
IMPACT: Wired network connectivity in the Jeremy Warren Vann Teacher Education Center (86 Wentworth Street), School of Education, Health and Human Performance and Wentworth garage will be unavailable during this maintenance window.
DATE: Wednesday, July 30th, 2014
TIME: 7:00pm – 11:30pm

OVERVIEW: On Wednesday, July 30th, at 7:00pm through 11:30pm, Network Engineering will upgrade equipment that connects to the College Network in the the following buildings:

  • Jeremy Warren Vann Teacher Education Center
  • School of Education, Health and Human Performance
  • Wentworth garage

Wired network connectivity will be unavailable for the duration of the maintenance window. Wireless connectivity will not be affected.

ADDITIONAL INFORMATION: IT publishes all scheduled maintenance on the IT blog at https://blogs.cofc.edu/it/. We encourage you to check this site often to be aware of scheduled preventative maintenance. If you have any questions or concerns, please contact the Information Technology Helpdesk at (843) 953-3375 or by emailing helpdesk@cofc.edu.

Thank you for your patience.

Network Connectivity Maintenance

By Monica Lavin
Posted on 22 July 2014 | 4:26 pm

SERVICE: Network Connectivity Maintenance

IMPACT: Wired and wireless network connectivity at Dixie Plantation, Patriot’s Point, Grice Marine Lab, the Marine Resource Library and the North Campus will be unavailable during this maintenance window.

DATE: Thursday, July 24, 2014

TIME: 7:00PM ­to 8:30PM

OVERVIEW: On Thursday, July 24, at 7:00 PM through 8:30 PM, Network Engineering will conduct maintenance on network equipment that connects Dixie Plantation, Patriot’s Point, Grice Marine Lab, the Marine Resource Library and the North Campus to the College network and the Internet. Wired and wireless network and Internet connectivity in the affected areas will be unavailable during the maintenance window.

ADDITIONAL INFORMATION:  IT publishes all scheduled maintenance on the IT blog at https://blogs.cofc.edu/it/. We encourage you to check this site often to be aware of scheduled preventative maintenance. If you have any questions or concerns, please contact the Information Technology Helpdesk at (843) 953-3375 or by emailing helpdesk@cofc.edu.

Thank you for your patience.

Self Service Banner Service Disruption

By Monica Lavin
Posted on 21 July 2014 | 9:05 am

The College of Charleston’s Self Service Banner is experiencing an unscheduled disruption in service. Information Technology is aware of the situation and working to restore service.

We apologize for any inconvenience. If you have any questions, please contact the IT Helpdesk at 843-953-3375 or Helpdesk@cofc.edu.

MyCharleston Service Disruption Analysis

By Monica Lavin
Posted on 4 June 2014 | 7:00 am

May 1, 2014 MyCharleston Service Disruption Analysis

Summary: On May 1, 2014 at 4:30pm, Information Technology received a report that students were having issues logging into MyCharleston. As a result, IT immediately looked into the issue. All three of the MyCharleston servers were functioning properly and servicing users. IT discovered that one of the web servers, which houses campus applications, was showing a long login time. As a result, some users were experiencing slow response times when accessing MyCharleston. At 6:06PM, the three web servers were restarted. At 6:23PM, the system administrator reported that all applications were functioning normally. Full recovery was achieved by 6:23pm on May 1, 2014.

Quick Tip: Since the possibility is low that all three of MyCharleston web servers would be experiencing a problem at the same time, users should be instructed by Helpdesk to clear their browser cache and try again or try to connect using a different browser. If a user does not clear the browser cache between login attempts to MyCharleston, the system will repeatedly try to reach the same server. If that server is experiencing issues, the user will not be able to login even though there may be other web servers available that are functioning normally.

Cause: This service disruption occurred during finals week when faculty, staff and students heavily use MyCharleston. A definitive cause is currently unknown; however, IT will proactively monitor the web servers for similar login errors while researching possible causes.

Prevention: IT will proactively monitor the web servers for similar login errors while researching possible causes. In addition, IT will continue to pursue installation of the newer, more stable, version of MyCharleston as expeditiously as possible.

 

OAKS Service Disruption Analysis

By Monica Lavin
Posted on 9 May 2014 | 8:48 am

Moving forward, Information Technology will publish an analysis describing each high-impact unscheduled service disruption. The breakdown will be published to the campus in an effort to increase transparency and accountability, and provide insights into our information technology environment. Each analysis will provide a summary of the incident, describe the cause, and outline the steps that IT will take to help prevent a future recurrence. We welcome your feedback to help streamline the information that is most useful to you. Please provide any comments directly to Monica Lavin, Director of IT Communications and Customer Advocacy, via email.

April 29, 2014 OAKS Service Disruption Analysis

Summary: At 8:56 p.m., OAKS (learning management system) web servers started to experience reachability issues. Between 9:00 p.m. and 10:00 p.m., Helpdesk received four reports from students and faculty that they could not successfully login to OAKS.  IT support staff for OAKS were notified. In order to execute the quickest possible solution, all OAKS servers were rebooted at and OAKS was completely functional again by 10:45 p.m. Overall, OAKS access was intermittent for roughly two hours.

Cause:  A definitive cause is currently unknown. Two of the six OAKS web servers were experiencing memory problems and users who happened to reach those two servers were not able to login. Likewise, users who were sent to one of the normally functional servers could successfully login.  Monitoring of the systems indicated that the problem appeared to worsen over time.  To correct the situation, IT support performed a total restart of OAKS, which cleared up the existing login issues.

Prevention: IT will research how the load balancer (device that distributes traffic across a number of servers) functions and whether it should remove (or can be set to remove) the unresponsive servers from the pool of available servers. Thus directing users only to the responsive web servers where they can login successfully.

Since the possibility is low that all six OAKS web servers would be experiencing a problem at the same time, users should be instructed by Helpdesk to clear their browser cache and try again or try to connect using a different browser. If a user does not clear the browser cache between login attempts to OAKS, the system will repeatedly try to reach the same server.  If that server is having issues, the user will not be able to login even though there may be other web servers that are functioning normally. IT will monitor the web servers more closely for this error and proactively reboot servers that exhibit cache problems until a long-term solution is identified.

Upcoming Scheduled Maintenance

By Monica Lavin
Posted on 9 October 2013 | 3:20 pm

Scheduled Maintenance

Date: Sunday, October 13, 2013
What you need to know: The following applications will have a service interruption (less than 1 hour but could be longer) sometime between 7:00am and 3:00pm on October 13th, 2013 for scheduled system maintenance:

  • Banner INB
  • Banner SSB
  • MyCharleston
  • BDMS
  • Cognos
  • Axiom
  • UC4
  • Touchnet
  • Workflow
  • DegreeWorks Application Management
  • CourseReview
  • Evision
  • StarRez
  • GradesFirst

Please note: If you plan to use these applications on Sunday, please save your work frequently to minimize any inconvenience.

Why? It’s important for IT to perform regular maintenance on these systems to minimize any future unplanned outages.

If you have any questions or concerns, please contact the IT Helpdesk at 843-953-3375 or email helpdesk@cofc.edu.

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