Category: Software Applications

Questionmark On-Demand – Service issues

Update (1600hrs, 20/02/2018): Questionmark engineers are still working on this issue. An update will be posted here in the morning.

What is the problem? We’re experiencing an issue with users taking a 2nd attempt on Questionmark quizzes.  IT are working with the vendor to resolve this.

Who does it affect? Students taking Questionmark tests. Course leaders running tests.

What should I do? Students should wait for information from their course leaders.


We’re experiencing issues with the Questionmark OnDemand service affecting users taking a ‘second attempt’ at a formative assessment.  This issue appeared over the weekend and we are in touch with the vendor trying to discover the root cause of this issue.

If you are experiencing issues when taking subsequent attempts, please let us know at We’d appreciate that you double check that you are not experiencing 3rd party cookie issues before reporting – Questionmark OnDemand requires users to have third party cookies enabled to function.

We’ll update this message when we have more information.

Goodbye UoD IT Download Store

The UoD Download Store (Staff) listed in My Dundee (under My Organisations) will be removed on Tue 6 Feb. The software it once held can no longer be made available to you using this method due to changes in software licencing agreements.

If you have a non-managed University computer and need to add software to it, please follow the guidance on the IT webpage.

All software bought using University funds should be made through the Service Desk to ensure we don’t breach agreements, which could incur heavy penalties.

Retiring Microsoft 2011 for managed macs

As of the Tue 10 Oct, Microsoft will no longer offer support for Office 2011 on Mac (e.g. Word, Excel, Powerpoint, Outlook etc). If you are using this version on your managed PC, please uninstall it and upgrade to 2016 so you continue to receive security updates.

How do I upgrade to 2016?

  1. Go to the Self Service window on your Mac desktop.
  2. Click the Common/Optional category
  3. Click Install next to Microsoft Office 2016

If you are unable to install this, it may mean that your PC is over 9 years old and cannot run the new update. If this is the case, we would recommend that your device be replaced and that you contact your manager or department head to discuss this.

Uninstalling Microsoft 2011

It is important that you remove the older software, as it is considered vulnerable.

  1. Go to the Self Service window on your Mac desktop
  2. Click the Maintenance category
  3. Uninstall Microsoft 2011

If you would like further support when upgrading, please contact Help4U.


Training on how to best use the software

Various OPD courses are available or you can visit

Application: iGRasp (the University’s eRecruitment application) – Maintenance Window – 15 September 2017 (22:00 – 23:00 BST)

Lumesse (the providers of the iGRasp application) will be carrying out essential maintenance to the LIVE iGRasp environment on Friday 15th September 2017 between 22:00 – 23:00 BST.

As a result of this, i-GRasp will be unavailable for up to 60 minutes whilst the maintenance takes place.

Please note that this will affect BOTH the administration aspects of the application which iGRasp users interact with, but also the front end websites which our candidates interact with. (Due to the short downtime window, there will be NO message displayed to candidates on the front facing web pages. Should however you receive any queries or complaints from candidates as a result of this, please raise them via the route noted below.)

Please accept our apologies for any inconvenience this may cause and, if you have any questions or concerns regarding this, please do not hesitate in contacting Sarah Christie, Business Services (People Systems) via the University Service Desk (

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.


Performance Issues with Microsoft Applications & Saving to Shared Drives

JTrac | Service maintenance

The IT Student Systems team has identified the need for maintenance on the JTrac platform.

When will it take place?
Work will start at 13:00 on 14 Jun 2017 and is expected to be short in nature (only a few minutes and lasting no more than one hour).

What impact will this have?
JTrac will be unavailable to all users during this time and you will be logged out if actively using it while the work is taking place.

Why are we doing it?
To make the platform more reliable by moving it to the University’s new authentication system.

If you have any questions, please contact the IT Service Desk via Help4U (ref C1705-014).