Microsoft Office Slowness

Update: Wed 26 July, Time 11:45

The dedicated problem team have identified where this issue is coming from. We are currently working with Microsoft to try and fix the root cause. In the meantime, the problem team have created a ‘workaround’ which will help return you to normal operation. Should you continue to be affected by this issue, please contact to have the workaround applied.

Update: Wed 28 June, Time 11:50

We have an IT group that meets on a daily basis to consider ongoing lines of enquiry and there are a number of activities currently being undertaken to help either identify the root cause or to eliminate various lines of enquiry.  This group is now chaired by Julie Christie (Assistant Director) and this matter continues to be a top priority for us.  
There are two main sets of activities we are carrying out:
1.        Gathering more data: all calls logged in connection with this major incident are being reviewed again to reconfirm the symptoms users are reporting and to collect additional details about the computer in question, the applications being used and the behaviour of these applications.  
For users this may involve the Service Desk getting in touch to confirm some facts and it would be helpful to have your cooperation with this.
2.        Testing different computers: the team have deployed three types of computers (built in different ways) to six groups from across the University to check what works and what needs further investigation. We should know within 1-2 days whether any of these approaches work or will eliminate other possible causes. 
We have found that some users are understandably reticent to ‘volunteer’ to help with testing but it’s for an important reason. If you are willing and able to help with testing please get in touch.  
If you would like more detailed information about what we are testing and which data we are collecting or more information about the things we have eliminated or resolved through this enquiry please contact the Service Desk.
Thank you for your ongoing patience.

Update: Fri 02 Jun, Time 16:30

Now examinations have passed, the IT team are able to start pro-actively addressing this issue so that staff can return to a quality PC performance.

Way forward
Testing has identified a small collection of factors that may be contributing to the overall problem. Achieving the permanent fix will, therefore, involve applying a number of progressive changes – both in isolation and in multiple combinations until stable service is reinstated.

How can I help?

  • If you are an affected staff member, your cooperation is key. Each time a change is applied we need to communicate with you to determine its outcome.
  • As an aside, the team are focusing efforts on desktops. Evidence suggests laptops are not affected by this issue, but if you believe yours is, please do contact the IT Service Desk if you haven’t already done so quoting call # 1704-3524

Any changes that will result in a known impact will be communicated with you prior to application.

We understand this may be frustrating and would like to assure you your engagement with this process is not only very much appreciated, but also instrumental in restoring service to you and the wider staff community.


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