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 instead of a text message. For more information on using the mobile app, please contact us or visit https://multifactor.wcu.edu.
Mercury Access Issues: Recent issues with the share drive Mercury (H:/ drive) have caused the Mercury server to reboot, causing employees to lose their connection to the shared drive until the server comes back up. The issues were related to the age of the physical server, and the Division of IT successfully migrated the Mercury server to a new virtual server on May 29, 2019.
myWCU Module Issues: On Friday, May 24, 2019, a security patch was installed to address vulnerability issues for ADFS authentication. The security patch caused issues loading several modules in myWCU such as My Application Status & To-Do List and My CatCard. The ADFS servers were rolled back to a previous version and rebooted. A permanent solution is being developed to allow the security patches to be reinstalled at a future date.
June 2019 Problem Tickets: (Total 1)
myWCU Personal Services: 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.
Contact the IT Help Desk
Monday-Friday, 7:30 a.m. – 6:30 p.m.
Closed weekends and university holidays
Call: 227-7487 or 866-928-7487 (toll free)
Log in: http://help.wcu.edu
Visit the Technology Commons
On the ground floor of Hunter Library
For walk-up technology assistance for faculty, staff, and students
See our hours at tc.wcu.edu