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.
Error Submitting Summer Grades: Some instructors received an Oracle error message stating “500 Internal Server Error” when trying to submit summer grades. A core Banner object where custom code had been added was overwritten, making it invalid. IT staff added the custom code back into the object and re-compiled successfully.
eduroam Connection : A change was deployed to update the wireless network authentication. An issue with the new authentication system (Aruba ClearPass Policy Manager) caused some users to receive an error message: Network may not be in range or password may be incorrect. IT staff rolled back the change to revert to Microsoft NPS servers for Wi-Fi authentication and are working with Aruba to identify a solution.
View and Pay Bill in myWCU: An issue with multifactor authentication (MFA) caused some users to be unable to view and pay bills in myWCU. During the transition from on-premise to cloud MFA some internal sites were still prompting for MFA, even after logging into myWCU. Users were directed to use a workaround tby going directly to billpayment.wcu.edu. IT staff adjusted the MFA settings to not prompt if already logged in to myWCU.
Unable to Access Vault: Some students were unable to access vault.wcu.edu. Investigation showed that authentication was paused while the database was backing up due to a scheduled job. IT staff changed the database backup schedule to ensure that it is not backing up during peak usage times.
September 2021 Problem Tickets: (Total 7)
Email and Calendar: 2
IdentityManager: 1
PeopleAdmin: 1
Phone Services: 1
Vault: 1
Workspace ONE: 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)
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