Cardiff University Status

Service Desk Ticketing System (ASM): Performance and Login issues

Update - Further investigations were undertaken into the slow performance of the system, and our provider has recently identified what they believe to be the underlying root cause.
Remediation has subsequently been applied, and normal service operation appears to have been restored, though monitoring will continue over the weekend.
Apr 10, 2026 - 16:44 BST

Update - Some reports continued regarding slower than expected operation of the service, and additional mediation has been attempted in response.
Our engineers and our provider are continuing to monitor and assess the situation.
Apr 09, 2026 - 08:58 BST

Monitoring - Our provider has completed their initial investigations, and have applied a remedy to fix the issues being experienced.

Normal service has been restored, but performance is continuing to be monitored to ensure the fix has been fully effective.
Apr 08, 2026 - 11:12 BST

Investigating - We have been made aware of issues impacting the Service Desk ticketing system (ASM), including reports of very slow processing and not being able to complete the login process.
The issue has been raised and escalated with our third-party provider, who are undertaking investigations.

Issues with failing to log in can be intermittent, and so repeated attempts can sometimes result in success.

We will provide updates as our provider proceeds with their investigations.
Apr 08, 2026 - 10:54 BST

Email: Scam messages in Cardiff University mailboxes

Monitoring - The specific content of scam messages continues to evolve, but we are still seeing significant numbers of the same general formats:
• A file has been shared with you on SharePoint
• Someone is giving away a number of rare or high value items

Please remember that some of the most important considerations when deciding whether to trust an email are:
- were you were expecting to it receive it
- can you verify that the sender is who they claim to be, and that you trust them
- be very cautious about clicking links in emails, and even more cautious about clicking links or buttons inside documents
- if you are prompted to enter your credentials, check that the site asking for them is the genuine Microsoft login site
Apr 08, 2026 - 10:47 BST

Identified - We are currently investigating a high volume of scam emails delivered to Cardiff University accounts.

These messages use several tactics, including:
•Prompts to call a phone number to claim an expensive tech prize.
•Links to files with misleading names such as “Cardiff University” or “Cardiff University March 2026 Payroll Update”.
•Sender addresses that may appear to come from within the University.

Our security teams are isolating and removing these messages and blocking any associated malicious links or files.

You do not need to report receiving these emails, but you may use the Report Message button in Outlook if you wish.
If you have clicked a link in one of these emails and have entered your username or password, please change your password immediately and contact the IT Service Desk.

Please continue to follow our guidance on staying safe (search on the intranet for scam messages), including checking whether you were expecting an email or shared file before interacting with it.
Mar 04, 2026 - 16:15 GMT

myPrint payment gateway currently unavailable

Identified - The payment gateway used to add credit to your myPrint account is currently unavailable. However myPrint printing service is still available.
Apr 02, 2026 - 15:09 BST

ORCA - Research output download statistics

Investigating - We are aware of an issue affecting research output download statistics on the ORCA (Online Research @ Cardiff) user interface. This is affecting both the homepage, and the statistics of individual records since January this year. This issue is currently under investigation. The ORCA service is otherwise unaffected.
Mar 12, 2026 - 16:08 GMT

About This Site

This page details the current status of services maintained by Cardiff University, and select external service providers.

If this page does not reflect your experience with our services, please contact the Service Desk at
it-support@cardiff.ac.uk
+44 (0)29 2251 1111.

Communication & Collaboration Degraded Performance

Email & Calendar (Outlook) Degraded Performance

Microsoft Teams Operational

Netcall (Call Centre functionality) Operational

Telephony (Microsoft Telephony) Operational

Viva Engage Operational

Corporate Reporting, Data and Analytics Operational

Business Objects Operational

Business Intelligence Operational

Computers, Software, & Printing Partial Outage

Desktop, Laptops, & Mobile devices Operational

Printing, Copying, & Scanning Partial Outage

Published Applications (Horizon) Operational

Remote Access to a Campus Computer Operational

File Storage Operational

Home & Shared drive (H: & S:) Operational

Microsoft Cloud Storage Operational

Finance Systems Operational

Financial and Procurement System (Oracle-EBS) Operational

Help & Support Operational

Service Desk Support (IT single point of contact) Operational

IT Portal (Self Service ticket logging) Operational

Student Enquiry (GECKO) Operational

HR & Student Record Systems Operational

PeopleXD (Core HR) Operational

SIMS (Admin) Operational

Library Systems Operational

Electronic Resources Operational

Library Management System (ALMA) Operational

LibrarySearch (Primo) Operational

Reading Lists (Leganto) Operational

Network Operational

Wired Network Connectivity Operational

Wireless Network Connectivity Operational

Virtual Private Networks (VPN) Operational

Public Website & Intranet Operational

Public Website (Squiz) Operational

Intranet (Squiz) Operational

Research Operational

ARCCA Processing and Analysis (Falcon) Operational

ORCA & Manage My Publications Operational

Research Data Store Operational

Research Portal (Converis) Operational

Research Data Repository (Figshare) Operational

Worktribe Operational

Room & Equipment Bookings Operational

Reserve (TimeEdit) Operational

Resource Booker Operational

Room Bookings (Syllabus Plus / Scientia) Operational

Student Systems Operational

Learn Plus (Panopto) Operational

Mahara Operational

Residences Student Portal (Accommodation) Operational

Student App Operational

Student Records (SIMS Online) Operational

Student Timetable Operational

Turnitin Operational

VLE (Learning Central) Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Apr 11, 2026

No incidents reported today.

Apr 10, 2026

Unresolved incident: Service Desk Ticketing System (ASM): Performance and Login issues.

Apr 9, 2026

Apr 8, 2026

Unresolved incident: Email: Scam messages in Cardiff University mailboxes.

Apr 7, 2026

No incidents reported.

Apr 6, 2026

No incidents reported.

Apr 5, 2026

No incidents reported.

Apr 4, 2026

No incidents reported.

Apr 3, 2026

No incidents reported.

Apr 2, 2026

myPrint Update Cancelled – Tuesday 31 March

Update - The scheduled maintenance has been completed.
Apr 2, 15:04 BST

Completed - The scheduled maintenance has been completed.
Apr 2, 14:00 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 31, 15:30 BST

Update - We will be undergoing scheduled maintenance during this time.
Mar 30, 13:41 BST

Update - The myPrint (print, copy and scan) service update on Tuesday 31 March has been cancelled (https://intranet.cardiff.ac.uk/students/it-support/print-copy-scan/myPrint-printing-service).

As a result, printing WILL be available in the site libraries on this date.

However, the payment gateway used to add credit to your myPrint account will be unavailable from 15:30 Tuesday 31 March to 14:00 Thursday 2 April. If you need to top up your printing account, please instead visit a Cardiff University library during staffed hours, where staff will be able to help.

Why is this being done?
The interruption to the print payment gateway is due to supplier issues, and we are working hard to resolve this as soon as possible.

Note:
As previously advertised, the Staff Print service available in staff areas, and the Library Print Unit managed printing service (https://intranet.cardiff.ac.uk/students/it-support/print-copy-scan/university-print-services , print@cardiff.ac.uk), WILL continue to be available as normal during this time.
Mar 30, 13:39 BST

Scheduled - The myPrint (print, copy and scan) service update on Tuesday 31 March has been cancelled (https://intranet.cardiff.ac.uk/students/it-support/print-copy-scan/myPrint-printing-service).

As a result, printing WILL be available in the site libraries on this date.

However, the payment gateway used to add credit to your myPrint account will be unavailable from 15:30 Tuesday 31 March to 14:00 Thursday 2 April. If you need to top up your printing account, please instead visit a Cardiff University library during staffed hours, where staff will be able to help.

Why is this being done?
The interruption to the print payment gateway is due to supplier issues, and we are working hard to resolve this as soon as possible.

Note:
As previously advertised, the Staff Print service available in staff areas, and the Library Print Unit managed printing service (https://intranet.cardiff.ac.uk/students/it-support/print-copy-scan/university-print-services , print@cardiff.ac.uk), WILL continue to be available as normal during this time.
Mar 26, 12:47 GMT

Apr 1, 2026

No incidents reported.

Mar 31, 2026

Mar 30, 2026

No incidents reported.

Mar 29, 2026

No incidents reported.

Mar 28, 2026

No incidents reported.