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Solving complex problems: Root cause update June-August 2015

The Root Cause team in IT is tasked with finding the causes of significant IT issues that affect campus. In this news update we draw your attention to some of the problems being investigated or issues handled recently.

Windows OS computer slowness: Reports were received from Faculty and Staff working on WCU computers running the Windows OS of continued slowness in logging into the systems. These reports started shortly after the System Center Endpoint Protection (SCEP) software was updated with recent released patches from Microsoft.   This update increased the amount of information that SCEP stores when the application scans the computer, which occurs normally on startup. This scan along with the Symantec Antivirus scan being performed was responsible for the decrease in computer performance. A TIGER Team (group of IT analysts and technicians) was created to investigate the issue and charged to find a solution to this issue. A work-around has been implemented that has addressed the computer slowness and the team continues to work with Symantec and Microsoft to develop a long-term solution.

Wireless Access for Guests:  Summer conference and camp attendees were unable to access the WCU Guest wireless network during the latter part of July. The lack of access was due to the number of guests on campus accessing the network. Network analysts increased the number of IP addresses (series of numbers that identifies a computer using the Internet Protocol to talk over the network) available on the Guest Wireless network which enabled conference and camp attendees to successfully connect to the system.

June 1 – August 28, 2015 Global Problems: (Total 54) Accounts, Identity & Security: 4 Business Systems: 10 Email & Collaboration: 1 Network, Internet & Phone Services: 24 Servers & Storage: 5 Services & Support: 4 Teaching, Learning & Research: 2 Web: 4

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.