The Curative Analysis 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.

Multi-Factor Authentication Text Messages:  Several clients are reporting issues receiving text messages or failure of the authentication code when using text as the MFA authentication method. Clients can use their security questions or refresh the page to receive another text message as a workaround. Many times text messaging is outside of WCU’s control as it is provided by Microsoft and/or cell carriers (Verizon, Sprint, AT&T, etc.) Text messaging may be especially unreliable in the mountains.  The Division of IT is working on a campaign to encourage the use of the Microsoft Authenticator app as an MFA authentication method.

Vault Student Storage:  Two issues affected Vault storage last month.  Reports of general slowness and inconsistent connections to revealed a configuration issue which required a restart of the service to resolve the issue.  Another configuration change by the vendor resulted in some students missing their V:/ drive.  Further investigation found that folders were not being automatically created and mapped for new students.  IT Staff were able to manually created the folders and have modified the process to ensure student folders are created and mapped for all new students.

Zoom:  Users who had a pre-existing Zoom account using their WCU email address were intermittently unable to login to Zoom using single-sign on (SSO). IT staff worked with Zoom technical support to establish a managed environment for WCU user accounts.  To completely resolve the issue, anyone attempting to sign up for Zoom using their WCU email address will now be automatically directed to WCU’s SSO page.

February 2019
Problem Tickets: (Total 15)

Blackboard:  1
GradesFirst:  1
MS Teams:  1
Oomf Charging Station:  1
PawPrint:  7
SCCM:  2
Schlage:  1
Wired Network Connectivity:  1

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.