IT News

How does IT solve complex problems? Root Cause Update April 2013

The Root Cause team in IT  is tasked with finding the causes of significant IT issues that affect campus. In this news update we wish to draw your attention to some of the problems we have handled in the last month.

Biltmore Campus Wireless Connectivity  (Faculty, Staff and Students)

This month the Division of IT addressed  wireless connectivity problems at our Biltmore Park Campus. Working with our equipment vendor several configuration changes were made to improve the reliability and performance of the network. So far feedback has been very positive. Our network analysts continue to monitor the situation along with representatives from our Student Computing team.

Windows 8 and Wireless (Student-owned computers)

Some new computers with Windows 8 preinstalled have unfinished ‘beta’ wireless software that has had problems connecting to WCU networks. The Student Computing team is testing  software repair tools that should help alleviate the problem. This problem has been largely confined to student-owned laptops at this point.

Audio/Visual Playback in McKee and Forsyth Classrooms (Faculty, Staff)

The new Virtual Environment Classrooms are suffering from some performance-related concerns in audio visual playback. Our analysts are working alongside representatives from the equipment vendors and are testing new hardware which should solve the problem once deployed in the live environment.

MyCat PIN changes locking Blackboard accounts (Students)

When changing MyCat PINs, student accounts may be locked out of Blackboard. This problem is related to WCU’s authentication and account security process. The Help Desk is working closely with our Blackboard and MyCat support teams to locate the root cause. In the interim affected students should contact the IT Help Desk who will be able to assist on a case-by-case basis

Resolved Global Problems

  • Accounts   2
  • Blackboard 2
  • Data Management 2
  • Email/Calendar 3
  • Network 14
  • Server 2
  • Software 1
  • Web 7

The Division of IT is committed to adopting a proactive, process-oriented approach to prevent problems before they arise. We will continue to keep you informed on our progress.