Update - Both wired and wireless network services remained operational and stable throughout the weekend, with no repeat of the incident seen on Friday.

In order to confirm the service remains stable under normal operational load, we will continue to monitor for the rest of today (Monday 26th Sept) before taking a final decision to close the incident.

Sep 26, 2022 - 08:57 BST
Monitoring - The issue that caused intermittent network access across campus has now been mitigated, and at time of writing (6pm), both wired and wireless network services are fully operational.

Engineers will continue to monitor the network throughout the weekend.

Thank you for your patience during this incident.

Sep 23, 2022 - 18:05 BST
Update - Update:

Engineers continue to work to resolve the ongoing network issues. Impact is as follows:

- Wireless network is intermittently unavailable across campus including halls of residence
- Wired network is intermittently unavailable in specific locations including Abacws, sbarc/spark, Centre for Student Life, Music, Translational Research Hub and halls of residence.

Students attempting to on-board devices to the network, including visiting the IT Clinics, are asked to be patient whilst these issues are resolved. If unable to on-board, please try later.

Apologies for the inconvenience this is causing. Please subscribe to this incident to receive automatic updates.

Sep 23, 2022 - 14:11 BST
Update - We are continuing to investigate this issue.
Sep 23, 2022 - 13:32 BST
Investigating - University IT are currently aware of connection issues with Eduroam wireless network on campus. Engineers are investigating as a matter of urgency.
Sep 23, 2022 - 13:10 BST
Communication & Collaboration Operational
Desktop Telephony Operational
Email & Calendar (Outlook) Operational
Microsoft Teams Operational
Netcall (Call Centre functionality) Operational
Skype for Business (Telephony & Instant Messaging) Operational
Yammer Operational
Zoom Operational
Computers, Software, & Printing Operational
Desktop, Laptops, & Mobile devices Operational
Printing, Copying, & Scanning Operational
Published Applications online (Horizon) Operational
Remote PC Access (Horizon) Operational
File Storage Operational
Home & Shared drive (H: & S:) Operational
OneDrive for Business 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
LinkedIn Learning 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 (Hawk) ? Operational
ORCA & Manage My Publications ? Operational
Research Data Store ? Operational
Research Portal (Converis) ? Operational
Room & Equipment Bookings Operational
Resource Booker Operational
Room Bookings (Syllabus Plus / Scientia) Operational
Student Systems Operational
Blackboard Collaborate 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
Scheduled Maintenance
What is being done?
ARCCA are undertaking planned maintenance on the Hawk supercomputer and supporting infrastructure.

When is this being done?
This will next take place on Wednesday 5 October 2022. This maintenance day is scheduled regularly for the first Wednesday of every month. This is to ensure maximum awareness and allow our service users to plan ahead.

Who will be affected?
All users of the ARCCA Hawk University supercomputing service and supporting infrastructure.

How will this affect service users?
Hawk and supporting infrastructure will be at risk and so we advise users to save their work regularly on this day.

Why is this being done?
Hawk maintenance occurs as required on the first Wednesday of each month. This can be either be as a “Maintenance Outage” period or an “At Risk” period. This is to allow us to perform security patches, system upgrades, equipment replacements and other essential work.


Christopher Dickson - Service Manager

Posted on Sep 21, 2022 - 16:08 BST
Past Incidents
Sep 26, 2022
Resolved - This incident has been resolved.
Sep 26, 09:25 BST
Monitoring - A fix has been implemented, and we are monitoring the issue.
Sep 19, 13:00 BST
Investigating - Dear colleague

We have been made aware of an issue affecting the Follow Me printing service.

We will keep you informed of developments, and we apologise for any inconvenience caused.

Sep 19, 12:14 BST
Sep 25, 2022

No incidents reported.

Sep 24, 2022

No incidents reported.

Sep 23, 2022
Sep 22, 2022
Resolved - The issue affecting Resource Booker has been resolved and it is available for use. However, the service should be considered as running at risk until further notice.

We apologise for any inconvenience caused by this additional outage.

Kevin Villis – Service Manager

Sep 22, 10:23 BST
Identified -

Resource Booker



What is being done?
University IT and our support partner are currently investigating a repeat of the issue with Resource Booker.

Who will this affect?
All users of the Resource Booker service.

How will this affect users?
The service is currently unavailable.

We apologise for any inconvenience this is causing.

Kevin Villis – Service Manager

Sep 21, 14:33 BST
Sep 21, 2022
Resolved - The issue affecting Resource Booker has been resolved. We apologise for the inconvenience caused by this extended outage.

Kevin Villis - Service Manager

Sep 21, 11:02 BST
Investigating - University IT and our support partner are currently investigating an issue with Resource Booker. While the investigation is ongoing Resource Booker will be unavailable for general use. We are working to restore service as quickly as possible, however, it is unlikely service will be restored today (16/09/22).

We apologise for any inconvenience this is causing.

Kevin Villis - Service Manager

Sep 16, 12:12 BST
Resolved - This incident has been resolved.
Sep 21, 08:17 BST
Monitoring - University IT have implemented a fix which has resolved this issue. This was implemented at 11:30am (20th September).

If any users with connectivity issues and have not tried accessing their machine since this fix was implemented, please reboot your machine and try again.

If any users continue to have issues after this time then please contact the IT Service Desk.

Sep 20, 12:19 BST
Investigating - University IT are aware of a wired network issue in some locations (including Abacws, Centre for Student Life (CSL) and the Translational Research Hub (TRH)) and technical staff are currently investigating.

There are no reported issues with the wireless network.

To assist with troubleshooting this, users with issues accessing the network are asked to contact the IT Service Desk with a short description of the issue and their location. As a potential workaround, users are asked to use the wireless network wherever possible.

An update will be provided as soon as more information is available.

Sep 20, 10:53 BST
Sep 20, 2022
Sep 19, 2022
Sep 18, 2022

No incidents reported.

Sep 17, 2022

No incidents reported.

Sep 16, 2022
Sep 15, 2022

No incidents reported.

Sep 14, 2022
Resolved - This incident has been resolved
Sep 14, 12:00 BST
Monitoring - Microsoft have released a feature update called "Shared Calendar Improvements" for Outlook which amongst other benefits should help with changes being propagated swiftly, and should address the issues users have been reporting in this incident.

Guidance and step-by-step instructions on how to activate this new feature can be found at https://support.microsoft.com/en-us/office/outlook-calendar-sharing-updates-c3aec5d3-55ce-4cea-84b0-80aab6d8dc26
Users who have still been experiencing any issues with shared calendars are encouraged to apply the new feature to their Outlook application.

More information on how Microsoft have altered the technology they use for shared calendars and the impact that has can be found at https://support.microsoft.com/en-us/office/calendar-sharing-in-microsoft-365-b576ecc3-0945-4d75-85f1-5efafb8a37b4

Jul 11, 09:46 BST
Investigating - We received reports that some users have been encountering issues with shared mailboxes & calendars, and their delegate access.

Some of the reported unusual behaviours include created/updated entries not propagating or disappearing, error messages, access issues, and Outlook crashing.

We are currently investigating this issue and will be working with Microsoft on identifying workarounds, the root cause, and resolutions.

Ben Rowett - IT Service Manager

Jun 1, 10:34 BST
Resolved - This incident is now resolved.

Anybody who is concerned they may have been affected by disclosing personal information is encouraged to utilise the UK's national Action Fraud resource, which can be found at https://www.actionfraud.police.uk

Sep 14, 11:59 BST
Monitoring - Instances of the phishing email have been removed, and the website attempting to trick users into disclosing personal information was blocked through the University campus network, through opening the link in Office 365, and by the University Sophos anti-virus software.

Anybody who is concerned they may have been affected by disclosing personal information is encouraged to utilise the UK's national Action Fraud resource, which can be found at https://www.actionfraud.police.uk

Aug 2, 16:00 BST
Update - Information is available on the intranet on how to spot and respond to phishing emails:
Staff intranet - https://intranet.cardiff.ac.uk/staff/supporting-your-work/it-support/security-and-scams/scam-emails
Student intranet - https://intranet.cardiff.ac.uk/students/it-support/security-and-scams/scam-emails

• Telephone the IT Service Desk urgently if you have entered your username/password into a fake login site, or if you have opened a suspect attachment on an email - do not email the IT Service Desk in these situations, instead telephone them or live chat them as a speedy response can be important
• Inform IT about a suspected phishing email by using the Report Message button within Outlook - there is no need to email IT or forward the phish email in addition to this

Aug 2, 11:07 BST
Identified - We are aware that a number of users have received a phishing email relating to a fictitious staff portal.

These phishing emails have a subject line similar to "PLEASE READ: Important Message" and seem to come from support@minekc.com. The email refers to an important message from Staff Portal, and asks that the attachment on the email be opened to proceed. The email has an attachment named MyCardiff_Staff_Portal.html which ultimately prompts for username and password.

Work is already underway to find, remove, and block these malicious emails, along with any web addresses they link to.

Search for Scam emails on the staff or student intranet for information on how to spot phishing & scam emails, how to report them, how to get help from IT if affected, and how to stay safe online.

Aug 2, 09:50 BST
Sep 13, 2022

No incidents reported.

Sep 12, 2022

No incidents reported.