🖥️ Please restart your computer if asked

A planned change was applied to the infrastructure all University managed computers run on this morning, including the staff and student desktops. This remedial patch means the server these devices talk to now benefits from the latest bug fixes and should contribute to an overall performance improvement.

What do I need to do? If your PC prompts you to perform a restart, please do so without delay.

This change was triggered by the Office slowness problem (Call 1704-3524) investigation and is one of a series of progressive changes that will be implemented to resolve the issue.

Main Library Network Migration

The Library will be migrated across to the new network on Thu 08 Jun. The following areas will be affected at the dates/times below:

  • 07:00 – 18:00 | Extension
  • 07:00 – 12:00 | Ground floor and half of first floor
  • 13:00 – 18:00 | Half of the first floor and second floor

You may find your device becomes active prior to the completion time if situated in this building on the day. If this does occur, your network service should still be considered ‘at risk’ up until 18:00 on Thur.

Impact
There will be no access to the wired and wifi network (inc internet access) in these areas at the indicated times. Migrations will affect all client devices such as PCs and laptops, printers, building management systems etc connected to the University network.

Actions
Follow the guidance below to re-establish your computers’ wired connection afterwards:

  • Unmanaged computers
    • You will need to enable 802.1x authentication on your wired network connection post-migration. Download the Windows / macOS X / Linux instructions to your desktop beforehand to help you do this.
  • Managed computers (e.g. Staff Desktop)
    • Take no action for these devices post-migration. They should automatically connect to the new wired network, but may need to be rebooted if they have been switched on throughout the change.


If you need a refresh on how to connect your device to the new wifi (eduroam), visit the Get Connected website page for students and staff.

Reporting issues / getting help
Please contact the IT Service Desk via Help4U once the work is complete (ref 1705-084).

All Main Library activities will run on the University’s new, next-generation network following successful migration.

Read more about this project on the Network Refresh Blog.

5-7 Hawkhill Place Network Migration

Hawkhill place will be migrated across to the new network on Wed 07 Jun. The following areas will be affected at the dates/times below:

  • 13:00 – 15:00 | 5-7 Hawkhill Place – Whole building

You may find your device becomes active prior to the completion time if situated in this building on the day. If this does occur, your network service should still be considered ‘at risk’ up until 18:00 on Wed.

Impact
There will be no access to the wired and wifi network (inc internet access) in these areas at the indicated times. Migrations will affect all client devices such as PCs and laptops, printers, building management systems etc connected to the University network.

Actions
Follow the guidance below to re-establish your computers’ wired connection afterwards:

  • Unmanaged computers
    • You will need to enable 802.1x authentication on your wired network connection post-migration. Download the Windows / macOS X / Linux instructions to your desktop beforehand to help you do this.
  • Managed computers (e.g. Staff Desktop)
    • Take no action for these devices post-migration. They should automatically connect to the new wired network, but may need to be rebooted if they have been switched on throughout the change.


If you need a refresh on how to connect your device to the new wifi (eduroam), visit the Get Connected website page for students and staff.

Reporting issues / getting help
Please contact the IT Service Desk via Help4U once the work is complete (ref C1705-081).

All 5-7 Hawkhill Place activities will run on the University’s new, next-generation network following successful migration.

Read more about this project on the Network Refresh Blog.

Scrymgeour Building Network Migration

The Scrymgeour building will be migrated across to the new network on Tue 06 – Wed 07 Jun. The following areas will be affected at the dates/times below:

Tue 06 Jun

  • 07:00 – 12:00 | South of building basement
  • 07:00 – 12:00 | North of building two top floors
  • 13:00 – 18:00 | South of building basement and ground floors
  • 13:00 – 18:00 | South of building all floors above ground

Wed 07 Jun

  • 07:00 – 12:00 | North of building ground and first 
  • 07:00 – 12:00 | North of building basement
  • 13:00 – 16:00 | Front door office

You may find your device becomes active prior to the completion time if situated in this building on the day. If this does occur, your network service should still be considered ‘at risk’ up until 18:00 on Wed.

Impact
There will be no access to the wired and wifi network (inc internet access) in these areas at the indicated times. Migrations will affect all client devices such as PCs and laptops, printers, building management systems etc connected to the University network.

Actions
Follow the guidance below to re-establish your computers’ wired connection afterwards:

  • Unmanaged computers
    • You will need to enable 802.1x authentication on your wired network connection post-migration. Download the Windows / macOS X / Linux instructions to your desktop beforehand to help you do this.
  • Managed computers (e.g. Staff Desktop)
    • Take no action for these devices post-migration. They should automatically connect to the new wired network, but may need to be rebooted if they have been switched on throughout the change.


If you need a refresh on how to connect your device to the new wifi (eduroam), visit the Get Connected website page for students and staff.

Reporting issues / getting help
Please contact the IT Service Desk via Help4U once the work is complete (ref C1705-071).

All Scrymgeour activities will run on the University’s new, next-generation network following successful migration.

Read more about this project on the Network Refresh Blog.

Bristol Online Survey (BOS) Downtime

Ownership of the Bristol Online Surveys (BOS) tool is scheduled to transfer from the University of Bristol to Jisc on Tuesday 1 August 2017, during which there will be a period of downtime. Current expectation is that the downtime will last no longer than 24 hours.

Unfortunately, the above transfer date is outwith the control of the University of Dundee, however, support will continue to be provided as normal by the LLC & CI Survey Service during the transitional time. Following the transfer, there should be no noticeable difference to your use of the BOS survey tool.

If you have any queries, please do not hesitate to contact the Library via LLC-Surveys@dundee.ac.uk.

Performance Issues with Microsoft Applications & Saving to Shared Drives

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.


Update: Tue 16 May, 10:00

We are pleased to say IT Engineers have now identified the source of this problem and a plan of action to re-establish quality desktop performance has been pulled together, ready for implementation.

When will the fix be applied?
Safeguarding the ongoing examination diet is the University’s highest priority right now, so we aim to deploy the permanent fix towards the end of the month to prevent any impact to student experience.

What are we doing in the meantime?
The team have started to apply temporary changes to individual accounts that alleviate symptoms. Please make contact if you are heavily affected and would like to be prioritised in this process. The impact of these interim changes is outlined below.

How will this temporary fix affect me?
Temporary changes will mainly impact staff members who hot-desk (share workstations and computers) as many of your personal settings will be lost – i.e. they will not travel with you between the computers you log-on to. Things like Firefox favourites will need to copied locally (if used) by you to prevent this loss. For staff who do not hot-desk, impact should be minimal.

We would like to take this opportunity to thank those staff who have been affected by this ongoing issue for their continued cooperation. Your engagement has really been instrumental in determining root cause.

More information will follow on plans to implement the permanent fix and the impact this will have.

As ever, please do get in touch with IT via Help4U with any questions or if you require assistance in relation to this issue and quote 1704-3524.


Update: Wed 03 May, 18:20

We are continuing to investigate the issue with Microsoft Office that is affecting a number of staff. This problem is manifesting itself in one or more ways (or a combination), as outlined below:

  1. When saving files the following error message appears

  1. Office is hanging (unusable) for a period of minutes
  2. Unable to attach files to email / save files from email

What are we doing to resolve these issues?
We have a dedicated team of IT support engineers who are analysing the issue.

What can you do to help?
A temporary work-around is now available. Applying the following is resolving the issue for the majority of affected users:

Open Office Applications: File > Options > Save > Default local file location: Change to read H:\

Disable Box Add-in from running at startup:

  • In the run/search box from the Start menu, type “winword.exe /a” (this will load Word without any add-ins running)
  • Open a blank document
  • Click File
  • Click Options
  • Click Add-ins
  • At the bottom of the window, choose “COM Add-ins” from the drop-down menu and click Go
  • Remove the tick from the “Box.Word.AddIn” and click OK.
  • Exit and restart Word, it will now load without the Box-Add in running

This will only work for the user logged in at the time. Also, it will need to be applied in Word, Excel, PowerPoint etc separately.

If you are comfortable doing this yourself, please do. If not, please log a call via Help4U and we will allocate a technician to assist you.

 
Call Service Desk
on 01382 388000
(Office hours only)
‌‌ 
Visit a Service Desk (e.g.
GF of Main Library)
(Opening hours)
‌ 
To view your current calls visit Help4U, our self-service portal

Please ask colleagues to touch to let us know if they are also being affected by this and haven’t contacted IT already.

We appreciate your cooperation and support and assure you we are working with all technology partners to resolve this issue.


Update: Thu 27 Apr, 16:45

IT Engineers continue to investigate the root cause of these problems as a matter of priority so that a permanent resolution may be reached.

What has been achieved so far?
At present, a temporary fix has been applied that has provided inconsistent results – i.e. it has been effective at mitigating these issues for some staff more than others. Although we cannot report that this matter has been settled, we do want to assure you that this is being treated with the utmost urgency and care.

Who is working on this?
A full problem management team was assembled and the group continue to troubleshoot the University’s IT Enterprise with rigour so that we can re-establish a quality performance to your work computer.

We thank you for your patience and hope this gives assurance that the main aim of your IT Team at this point is to return a normal service to you as quickly as possible.


Original update: Tue 25 Apr, 11:54

Service Desk are aware that many users are experiencing a variety of issues at present. These issues are ranging from being unable to save to shared drives, attaching items in Outlook and general slowness using Microsoft Applications.

Our engineers are currently investigating the issue and will provide an update in due course.

If you are experiencing any of these issues or have similar symptoms, please contact help4u@dundee.ac.uk detailing your issue and quote 1704-3524.

Current Issue Impacting the Software Center and Some Applications

We have detected an issue that is currently impacting the Software Center on the Staff Desktop. At present the applications in the Software Center are not able to be installed.

Other applications that reference our filestore may also be impacted.

If you have any queries about this or feel you might be affected please log a call with us either through the self-service portal here  or email our helpdesk here.

We are working as quickly as possible to remedy the situation.

Apologies for any inconvenience caused.

A positive breakthrough | Update on performance issues with Microsoft applications & saving to shared drives

As the main University diet has now finished,  IT are able to pro-actively able to start on the work we know is required to resolve this issue.

Our senior technical engineers are now able to complete the work, maintenance and upgrades  required to mitigate this complex issue, our suppliers are assisting implement maintenance that was not possible to complete during exam diet.

We will post an update on the results of this work as soon as possible but do be assured we are giving it our full attention, and we do apologize for the inconvenience we know this has caused.

 

We are pleased to say IT Engineers have now identified the source of this problem and a plan of action to re-establish quality desktop performance has been pulled together, ready for implementation.

When will the fix be applied?
Safeguarding the ongoing examination diet is the University’s highest priority right now, so we aim to deploy the permanent fix towards the end of the month to prevent any impact to student experience.

What are we doing in the meantime?
The team have started to apply temporary changes to individual accounts that alleviate symptoms. Please make contact if you are heavily affected and would like to be prioritised in this process. The impact of these interim changes is outlined below.

How will this temporary fix affect me?
Temporary changes will mainly impact staff members who hot-desk (share workstations and computers) as many of your personal settings will be lost – i.e. they will not travel with you between the computers you log-on to. Things like Firefox favourites will need to copied locally (if used) by you to prevent this loss. For staff who do not hot-desk, impact should be minimal.

We would like to take this opportunity to thank those staff who have been affected by this ongoing issue for their continued cooperation. Your engagement has really been instrumental in determining root cause.

More information will follow on plans to implement the permanent fix and the impact this will have.

As ever, please do get in touch with IT via Help4U with any questions or if you require assistance in relation to this issue and quote 1704-3524.

ISE & Harris Building Network Migration

The Institute of Sport & Exercise (ISE) and Harris building will be migrated across to the new network on Thu 01 Jun. The following areas will be affected at the times below:

  • 07:00 – 12:00 | ISE – Whole building
  • 13:00 – 17:00 | Harris – Whole building

You may find your device becomes active prior to the completion time if situated in either building on the day. If this does occur, your network service should still be considered ‘at risk’ up until 17:00.

Impact
There will be no access to the wired and wifi network (inc internet access) in these areas at the indicated times. Migrations will affect all client devices such as PCs and laptops, printers, building management systems etc connected to the University network.

Actions
Follow the guidance below to re-establish your computers’ wired connection afterwards:

  • Unmanaged computers
    • You will need to enable 802.1x authentication on your wired network connection post-migration. Download the Windows / macOS X / Linux instructions to your desktop beforehand to help you do this.
  • Managed computers (e.g. Staff Desktop)
    • Take no action for these devices post-migration. They should automatically connect to the new wired network, but may need to be rebooted if they have been switched on throughout the change.

If you need a refresh on how to connect your device to the new wifi (eduroam), visit the Get Connected website page for students and staff.

Reporting issues / getting help
Please contact the IT Service Desk via Help4U once the work is complete (ref C1705-072/3).

All ISE and Harris activities will run on the University’s new, next-generation network following successful migration.

Read more about this project on the Network Refresh Blog.

Matthew Building Network Migration

The Matthew building will be migrated across to the new network on Tue 30 – Wed 31 May. The following areas will be affected at the dates/times below:

Tue 30 May

  • 07:00 – 18:00 | Levels 5, 6 & 7, north of building to the central stairwell
  • 07:00 – 12:00 | Level 6 & 7, south of building to central stairwell
  • 13:00 – 18:00 | Level 8 north

Wed 31 May

  • 07:00 – 12:00 | South of building up to Level 5
  • 07:00 – 10:00 | Library and bunker
  • 13:00 – 16:00 | Library only and Level 5 north

You may find your device becomes active prior to the completion time if situated in this building on the day. If this does occur, your network service should still be considered ‘at risk’ up until 18:00 on Wed.

Impact
There will be no access to the wired and wifi network (inc internet access) in these areas at the indicated times. Migrations will affect all client devices such as PCs and laptops, printers, building management systems etc connected to the University network.

Actions
Follow the guidance below to re-establish your computers’ wired connection afterwards:

  • Unmanaged computers
    • You will need to enable 802.1x authentication on your wired network connection post-migration. Download the Windows / macOS X / Linux instructions to your desktop beforehand to help you do this.
  • Managed computers (e.g. Staff Desktop)
    • Take no action for these devices post-migration. They should automatically connect to the new wired network, but may need to be rebooted if they have been switched on throughout the change.

If you need a refresh on how to connect your device to the new wifi (eduroam), visit the Get Connected website page for students and staff.

Reporting issues / getting help
Please contact the IT Service Desk via Help4U once the work is complete (ref C1705-060).

All Matthew activities will run on the University’s new, next-generation network following successful migration.

Read more about this project on the Network Refresh Blog.