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.
Personal Services Access: Personal Services access has been a known issue for some time in some K-12 schools, hospitals, and other government stations. IT staff are currently working with the UNC System Office to test a new setup which may provide a solution for anyone trying to connect from a military or similarly secured network.
Banner 9 Login Issues: A recurring issue developed which occasionally redirected users to an error page when attempting to log into Banner 9 Admin from banner.wcu.edu. The issue seemed to occur when a large number of updates were deployed. The Banner vendor (Ellucian) recently delivered a number of updates at the end of June, which provided the opportunity for us to test the deployment with an updated configuration from the UNC System Office. We successfully deployed the updates during our release cycle on July 17 without issue.
Student and Guest Wi-FI: Recent maintenance to the campus Wi-Fi network on June 19 introduced some issues for Student and Guest Wi-Fi networks. Action was quickly taken by Networking staff to correct the setup for students and guest connections on the new VLAN.
Residential Management System: The RMS application began running very slow during a time when several students were logging into the application for room reservations. IT staff increased resources for the applications and contacted the vendor of the hosted application who made configuration changes and deleted table contents to resolve the issue and prevent it from recurring in the future.
myWCU Timeout: During the Data Center maintenance on July 12, clients attempting to access myWCU received a timeout error because the Quick Link on wcu.edu was pointing to a server which was unavailable during the outage. IT staff worked with Marketing to quickly update the link in the Quick Link menu to point to a redundant server for myWCU. This update will also ensure that the issue does not happen during future outages.
VCAT Login Issues: During the Data Center maintenance on July 11, clients attempting to access VCAT non-persistent desktops received the error message: ‘Please Wait for the User Profile Service.’ After a controller upgrade over the weekend, a license key needed to be requested and applied to the system. After the licenses were applied, the shares were back online.
July 2020 Problem Tickets: (Total 5)
Bomgar Remote Assistance
CBord Door Access
myWCU
Residential Management System
VCAT
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)
E-mail: ithelp@wcu.edu
Log in: ithelp.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