Services & Systems Outages & Alerts

myWPI Service is unavailable Wed, 7/23 from 5:00-7:00 AM (22 July 2014)
Planned Banner Outage on Saturday, July 26, 2014 (21 July 2014)
Planned Banner Outage over weekend of June 28-29 (20 June 2014)
Echo360 Lecture Capture System failure (19 June 2014)
Payment Services using Goat Bucks unavailable from 1:00 PM Mon, 5/19 through 5:00 PM Wed, 5/21 (19 May 2014)
Exchange E-mail – Resolved Intermittent Delivery Delays which began on May 5, 2014 (9 May 2014)
myWPI Service restored at 9:30 AM (9 May 2014)
myWPI Service Unavailable until 10:00 AM ET today, 5/9/14 (9 May 2014)
myWPI Service May Be Unavailable Between 6:00-8:00 AM ET on Friday 5/9 (8 May 2014)
All IT Systems have been restored after unplanned server issues this morning (16 April 2014)
Various IT Services impacted by unplanned server issues (16 April 2014)
IT News Advisory: WPI IT Services’ response to publicized Heartbleed vulnerability (10 April 2014)
Email and Web Services briefly unavailable from 6:00 AM to 7:00 AM on Wed, 4/9 (8 April 2014)
Update regarding services outage last week (3/19 into 3/20) (28 March 2014)
IT Services restored after unplanned Network issues overnight (20 March 2014)
Various IT Services impacted by unplanned Network issues overnight (20 March 2014)
SharePoint Upgrade – All sites unavailable Saturday, 3/15/14 from 6 a.m. until 12:00 p.m. (10 March 2014)
Payment Services powered by CBORD unavailable Mon, 3/10 from 8am to 5pm (7 March 2014)
Follow-Up to Java version 7u51 release (7 February 2014)
Recommendation: Refrain from updating to Java version 7u51. May impact applications. (17 January 2014)
Banner Services Unavailable starting at 5:00 p.m. on Friday, 1/3/2014 due to Planned Upgrade (20 December 2013)
Disruption of Exchange Mail Services from 6:00 AM EST until 12:00 PM EST on 12/27/2013 (17 December 2013)
myWPI Service Unavailable (planned outage on Th 12/5 from 4:00-6:00 AM ET) (4 December 2013)
UPDATE –Outlook calendar issues resolved (22 November 2013)
Outlook meeting request and distribution list features not working for some (19 November 2013)
IT News: Email Services Restored – RE: Email issues with Exchange (25 October 2013)
Email issues with Exchange (25 October 2013)
IT News: myWPI Service Unavailable 4:00-5:00 AM EDT on 9/18 (planned outage) (17 September 2013)
Issues Accessing myWPI from Mac OS X Browsers - Identified and Fixed! (30 August 2013)
RESOLVED - Issues Publishing Web Content Using RedDot CMS and Accessing on \\filer.wpi.edu\ (21 August 2013)
Issues Publishing Web Content Using RedDot CMS and Accessing Some Files on \\filer.wpi.edu\ (19 August 2013)
Planned System Maintenance: myWPI/Blackboard version 9.1 at http://my.wpi.edu (12 August 2013)
IT News: Planned Banner Outage over weekend of August 2 - 3 (26 July 2013)
Planned Banner Outage over weekend of August 2 - 3 (26 July 2013)
Planned Banner Outage over weekend of August 2 - 3 (26 July 2013)
Planned Banner Outage over weekend of July 13-14 (8 July 2013)
http://my.wpi.edu myWPI Service is restored and available (3 May 2013)
http://my.wpi.edu myWPI Service is Unavailable (unplanned outage) (3 May 2013)
Java Security Warning for Banner Production Forms (INB) displays during first time log in on or after Mon, 2/25 (22 February 2013)
iOS 6.1 Upgrade causes problems for Exchange users and passcode locked iPhones (21 February 2013)
myWPI Service is now available after unplanned outage (21 February 2013)
Restart of services: myWPI/Blackboard version 9.1 at http://my.wpi.edu (12 February 2013)
Planned Banner and Argos Reporting Outages over weekends of Jan 19-20 and Jan 26-27 (15 January 2013)
Holiday Break – Helpdesk Closure & Office Equipment Shutdown Recommendation (21 December 2012)
Update: Planned Banner Outages 12/21 to 12/23 and again on 1/5/2013 (21 December 2012)
Extended System Maintenance: myWPI/Blackboard version 9.1 at http://my.wpi.edu (19 December 2012)
Planned Banner Outages 12/21 to 12/23 and again on 12/27/2012 (12 December 2012)
IT News: Problems reported with Mapping File Shares on \\admin.wpi.edu (12 December 2012)
Thanksgiving Break – Helpdesk Closure & Office Equipment Shutdown Recommendation (20 November 2012)
Exchange Mail – Server Failure (Fixed) (24 October 2012)
Exchange Mail – Server Failure (24 October 2012)
Guidance on the new Apple Mobile Device OS (iOS 6) (15 October 2012)
IT News: Exchange Mail – Intermittent Availability 9/23/12 (24 September 2012)
eGADS system on ECE server unavailable 8/27 to 9/4 (22 August 2012)
Sourceforge Migration to Fusion Forge on August 9th (6 August 2012)
Building Network Maintenance - August 2, 2012 (30 July 2012)
Inline attachment feature of Outlook Web Access will be disabled immediately (25 July 2012)
Wimba (Web Conferencing) Server Upgrade – beginning July 14, 2012 4:00 PM EST (9 July 2012)
Planned Banner Outage (22 June 2012)
Extended System Maintenance: myWPI/Blackboard version 9.1 at http://blackboard.wpi.edu (20 April 2012)
Banner Job Submission Moving Off Jake (VMS) – March 5, 2012 at Noon EST (27 February 2012)
WPI Phone Instability (Resolved) (15 February 2012)
RESTORED: Unplanned Outage - myWPI version 8 at http://my.wpi.edu (24 January 2012)
SharePoint Server Upgrade and Content Migration – 1/10/2012 8:00 AM EST (4 January 2012)
Helpdesk Automatic Call Distribution Downtime (22 November 2011)
Weekend Patches - November 18, 2011 (18 November 2011)
WordPress Upgrade (19 October 2011)
Filer (personal storage) Unavailable – Quick Reboot Required (17 October 2011)
Required Network Maintenance, Exchange Email Outage - October 18, 2011 7:00 PM – 1:00 AM (EDT) (5 October 2011)
Helpdesk Closed on Sunday, 8/28/2011 (26 August 2011)
WPI Spam Filter Upgrade - Brief Email Outage (4 August 2011)
Planned Banner Outage: Sunday, July 17th (15 July 2011)
WPI Email Hub Disruption - Resolved (24 June 2011)
Planned Banner Outage: Friday, June 10th – Sunday, June 12th (6 June 2011)
Sourceforge - VPN Restriction Lifted (18 May 2011)
Network Maintenance in Fuller Labs Main Server Room (18 May 2011)
Bannerweb (bannerweb.wpi.edu) & Banner PROD login issues – RESOLVED! (9 May 2011)
Implementation of WPI Login Name & E-Mail Address Standard (3 May 2011)
Planned Network Maintenance - May 9 (3 May 2011)
Windows Domain Consolidation (22 April 2011)
Discontinuation of SciFinder Desktop Client (Web Access Still Available) (20 April 2011)
Usenet News Server Upgrade April 22, 2011 8:00 AM - Noon (EDT) (19 April 2011)
Momentary Phone Interruptions - Alumni Gymnasium and Harrington Auditorium (14 April 2011)
Virtual Private Network (VPN) now required for off-campus access to WPI SourceForge (sourceforge.wpi.edu) (6 April 2011)
Momentary Phone Interruptions - Alumni Gymnasium and Harrington Auditorium (4 April 2011)
Filer - Brief Outages to Occur this Evening (1 April 2011)
Filer - Brief Service Outage (29 March 2011)
Sourceforge - VPN No Longer Needed (23 March 2011)
Please Update Your WPI Contact Information (Reminder) (10 March 2011)
Banner Forms Unavailable at Noon Today (brief necessary outage) (8 March 2011)
myWPI Planned Downtime – System Maintenance (03/11/2011) (4 March 2011)
Some IT Services offline 2/26/2011 at 4 AM for required maintenance. SharePoint, Blackberry email, Office Communicator and more . . . (23 February 2011)
Increased Wireless IP Addresses (22 February 2011)
(Services now RESTORED) Unplanned Database Server Outage (18 February 2011)
Virtual Private Network (VPN) now required for off-campus access to WPI SourceForge (sourceforge.wpi.edu) (16 February 2011)
Resolved: SharePoint Document Library Issue (Unable to Check In and Out Properly) (24 January 2011)
Resolved!: Recent myWPI service disruptions (24 January 2011)
Recent myWPI service disruptions (unplanned) (21 January 2011)
Microsoft Exchange Services restored as of 6:00 pm. (6 January 2011)
Office Equipment Shutdown (Recommendation) (22 December 2010)
myWPI Emergency Downtime (TONIGHT 12/17/2010) (17 December 2010)
myWPI Planned Downtime – System Maintenance (12/28/2010) (10 December 2010)
Office Equipment Shutdown (Recommendation) (23 November 2010)
Non-essential IT Services will be taken offline for 24 hours, 10/22/2010 5:00 p.m. (EDT) (14 October 2010)
Voicemail Outage (Meridian Mail) – Tonight 6:00-7:00 pm (EDT) (8 September 2010)
Planned SourceForge Website Downtime (sourceforge.wpi.edu) (2 September 2010)
Reporting Database Downtime for Argos, and Discoverer (ODS Software Upgrade) (30 August 2010)
Voicemail Outage (Meridian Mail) – Tonight 6:00-7:00 pm (EDT) (24 August 2010)
Helpdesk Availability 8/23/2010-9/06/2010 (23 August 2010)
Personal File Server Upgrade (toaster.wpi.edu) – 8/20/2010 8:00 pm – 8/21/2010 Noon (19 August 2010)
Recent Network Instability (13 August 2010)
Relocation of the Helpdesk: August 3rd – August 6th (services impacted) (29 July 2010)
Maple 14 Now Available: Mac and Linux Manual License Install Required (28 July 2010)
Exchange E-Mail Delivery Issues – RESOLVED (9 July 2010)
Office Equipment Shutdown (Recommendation) (1 July 2010)
Changes to Outlook Web Access (OWA) Login Page (28 June 2010)
Need Academic Software for Fall 2010? Submission deadline is July 1st, 2010! (16 June 2010)
Phone System Unavailable starting at 6:00 PM (EDT) on 05/21/2010 (18 May 2010)
Phone System Unavailable starting at 6:00 PM (EDT) on 05/07/2010 (5 May 2010)
Relocation of the Helpdesk - May 6 & 7 (services impacted) (30 April 2010)
ADP Computer Lab is being decommissioned – May 5, 2010 (29 April 2010)
Deployment Plans for Windows 7 to Lab Computers, Classroom machines, New systems (27 April 2010)
myWPI Planned Downtime – System Maintenance (5/7-5/8) (30 March 2010)
Hotmail, Live.com, and MSN blocked WPI Emails for a time over this past weekend. (29 March 2010)
myWPI Planned Downtime – System Upgrade (3/12/10) (8 March 2010)
Use of Campus Computers and 24-hour lab Availability (1 March 2010)
myWPI Instability (16 February 2010)
Resolved: Delay of WPI Email Including Scanned Documents (27 January 2010)
Resolved: Hotmail, Live.com, and MSN Blocking WPI Emails (24 January 2010)
Hotmail, Live.com, and MSN Blocking WPI Emails (22 January 2010)
Final Notice: Matlab Users must Update License File (22 January 2010)
Office Equipment Shutdown (Recommendation) (18 December 2009)
Banner Services Unavailable from 9:00 A.M. (EST) on 12/24/2009 through 12/27/2009 due to planned upgrade (14 December 2009)
Matlab Users must Update License File (8 December 2009)
Office Equipment Shutdown (Recommendation) (24 November 2009)
Coming changes to Google App accounts registered to WPI email addresses (24 November 2009)
New Service: WPI Virtual Lab Web Access (27 October 2009)
Banner Services Unavailable 5-9 pm on 11/02/09 (planned outage) (26 October 2009)
WPI Exchange System Changes May Cause Some Email Messages to ‘Bounce’ (2 October 2009)
http://users.wpi.edu/ will be redirected to a new server on October 8, 2009 (2 October 2009)
Phishing Email purporting to be from security@wpi.edu (24 September 2009)
myWPI Browser Incompatibility - Google Chrome and Firefox 3.5 currently unsupported (1 September 2009)
Delayed Delivery of some Email Messages (unplanned) (27 August 2009)
Helpdesk Availability 8/20/2009-9/04/2009 (18 August 2009)
Account notices sent to WPI Community members possessing Windows Live accounts (18 August 2009)
Brief interruption of multiple IT Services planned for 8/10/2009 at 6:00 AM (EDT) (4 August 2009)
Compute Cluster Upgrade (22 July 2009)
Deployment of Office 2007 Service Pack 2 to ADMIN and STUDENT Domain Users (22 July 2009)
Email Gateway – Down Time (21 July 2009)
BlackBerry Services Restored (17 July 2009)
BlackBerry Services Temporarily Unavailable (17 July 2009)
Office Equipment Shutdown (Recommendation) (2 July 2009)
WPI Web Server Upgrade (Rescheduled) (1 July 2009)
WPI Email - Planned Down Time (24 June 2009)
myWPI and Network Share Authentication – Issue Resolved (5 June 2009)
Interruption of Exchange Email Services – Now Resolved (5 June 2009)
Interruption of Exchange Email Services (5 June 2009)
Phishing Email Attempt (3 June 2009)
Interruption of Exchange Email Services – Now Restored (26 May 2009)
Office Equipment Shutdown (Recommendation) (22 May 2009)
Brief Interruption of Banner Services – Services Now Restored (20 May 2009)
Phishing Email Attempt (5 May 2009)
New Email Restriction for Off-Campus Users (23 April 2009)
WPI Network Services unavailable for required Network Maintenance - 3/11/2009 starting at 10:00 PM EDT (9 March 2009)
Planned System Maintenance - 3/11/2009 at 6 am - Multiple Web and CCC Services unavailable (5 March 2009)
WPI Proxy Server – New Access Restriction (25 February 2009)
Banner Services Unavailable on 2/24/09 due to Planned Upgrade (17 February 2009)
SharePoint Issues - Resolved (13 February 2009)
CCC Virtual Machine Warehouse Server Planned Downtime (13 February 2009)
SharePoint Data Corrupted (13 February 2009)
Comsol Planned Downtime (3 February 2009)
Helpdesk Holiday Hours (16 January 2009)
Planned Systems Maintenance Window – Important IT Services Impacted (7 January 2009)
Library Catalog Unavailable (5 January 2009)
Errant Connect-ED Text Message Notification (11 December 2008)
Planned Exchange Mailbox Maintenance for Faculty and Staff (8 December 2008)
Office Equipment Shutdown (Recommendation) (26 November 2008)
Increase in available Matlab licenses (20 November 2008)
Virtual Server - Unexpected Reboot (18 November 2008)
Intermittent Exchange E-Mail Issues - Resolved (25 October 2008)
Web Server (www.wpi.edu) Planned Downtime (23 October 2008)
Banner Services Unavailable on 10/24/08 due to Planned Upgrade (20 October 2008)
Library Catalog Unavailable (13 October 2008)
Library Catalog System Planned Downtime (26 September 2008)
Big16.wpi.edu Planned Downtime (11 September 2008)
Maximo Work Order System Unavailable 9/12/08 – 9/15/08 (10 September 2008)
WPI Email - Planned Downtime (smtp.wpi.edu) (8 September 2008)
Source Forge - Planned Downtime (25 August 2008)
Service Interruption – all Windows services (Exchange, Banner, Domain login) (21 August 2008)
Helpdesk availability 8/21/08-9/05/08 (20 August 2008)
Unix Systems unavailable briefly for reboot - planned outage (18 August 2008)
Unix Mail Outage (unplanned) (12 August 2008)
Unix Webmail (squirrelmail) Downtime (11 August 2008)
CCC.WPI.EDU (Unix Servers) Planned Downtime (6 August 2008)
Source Forge - Planned Downtime (5 August 2008)
Phone system availability during planned upgrade (28 July 2008)
myWPI Unavailable 8/6/08 – 8/7/08 (planned outage) due to major system upgrade (22 July 2008)
Status update for Network File Share accessibility (11 July 2008)
Helpdesk is getting reports of troubles accessing files stored on network File Shares via mapped network drives (10 July 2008)
Postponed! - Banner Services Unavailable on 06/20/08 due to planned upgrade (20 June 2008)
Banner Services Unavailable on 06/20/08 due to planned upgrade (19 June 2008)
Exchange E-Mail Services Restored following UNPLANNED Outage (17 June 2008)
Exchange Server Down (17 June 2008)
STUDENT Exchange Mailboxes Unavailable Due to Planned Maintenance (16 June 2008)
Postponed! - Banner Services Unavailable on 06/13/08 due to planned upgrade (9 June 2008)
Library Catalog Unavailable (29 May 2008)
Planned Matlab License Server Downtime (16 May 2008)
Web Server (www.wpi.edu) Planned Downtime (13 May 2008)
Phishing Email Attempt (12 May 2008)
Remote Use of Academic Software License Server Will Require VPN (6 May 2008)
Deployment of Office 2007 to ADMIN domain users (28 April 2008)
myWPI Downtime – 05/05/08 8am - Noon (25 April 2008)
Warning: Beware of bogus email purporting to be from members of the WPI IT Department to prevent Phishing attacks (24 April 2008)
Windows Account Password Expiration Notices Now Available Via Email! (27 March 2008)
Computer Science Oracle Database server (oracle.wpi.edu) - planned outage (4 March 2008)
myWPI Unavailable 5/3/08 – 5/6/08 (planned outage) due to major system upgrade (7 February 2008)
Problems Accessing and Mapping File Shares to \\admin (4 February 2008)
URGENT: Required File Server Maintenance (unplanned) for enterprise.wpi.edu (30 January 2008)
CMS (Content Management System/ RedDot) unplanned outage (29 January 2008)
Domain Name Server Down Time (23 January 2008)
IEEE Xplore Digital Library Upgrade (23 January 2008)
Helpdesk Closed 01/14/08 (14 January 2008)
Internet Explorer 7 Upgrade (2 January 2008)
Microsoft Exchange 2007 SP1 (11 December 2007)
Tonight - Banner (Production) Server Downtime (30 November 2007)
Required Banner INB Server Reboot (27 November 2007)
(Planned) Server Outage (13 November 2007)
New Windows Print Server (13 November 2007)
Some Exchange mailboxes unavailable following an unplanned server crash (12 November 2007)
Resolved: Problems with Student Exchange Mailboxes (10 November 2007)
Banner Database Upgrade (Planned) (9 November 2007)
UPDATE: Problems with Student Exchange Mailboxes (UNPLANNED) (9 November 2007)
UPDATE: Problems with Student Exchange Mailboxes (UNPLANNED) (7 November 2007)
Resolved: Intermittent problems with terminal server (windows.wpi.edu) (30 October 2007)
Intermittent problems with terminal server (windows.wpi.edu) (24 October 2007)
myWPI Server Reboot (unplanned) - 10/16/07 at 10:00 pm (16 October 2007)
myWPI (my.wpi.edu) planned outage - 10/19/2007 - 4 am - 8 am EDT (15 October 2007)
(Re-Scheduled) Matlab and Maple license servers unavailable - planned outage 10/17/2007 @ 6:00 am (12 October 2007)
(Re-scheduled) Sourceforge (soureceforge.wpi.edu) Unavailable - planned outage for 10/22/2007, 6:00 - 10:00 am (10 October 2007)
Matlab and Maple license servers unavailable - planned outage 10/15/2007 @ 6:00 am (9 October 2007)
Reports of troubles accessing myWPI and Outlook Web Access (6 October 2007)
New Windows Print Server (5 October 2007)
Terminal Server Upgrade (windows.wpi.edu) (5 October 2007)
Cable TV unavailable - planned outage (5 October 2007)
Banner Web Information System “Self Service” Web Site Unavailable (3 October 2007)
Some Academic Software unavailable 5:30-6:30 pm TODAY due to power outage (27 September 2007)
WPI Web Server Down (9 September 2007)
Helpdesk availability 8/16/07-8/31/07 (14 August 2007)
Banner Production Forms (INB) unavailable during Banner Server Upgrade - planned outage (8 August 2007)
Exchange Upgrade (17 July 2007)
Brief Planned outage of the WPI web server (www.wpi.edu) (10 July 2007)
myWPI Outage (25 June 2007)
Squirrelmail Outage (4 June 2007)
Computer Science Oracle Database server - planned outage (3 May 2007)
Maple license server - planned outage (3 May 2007)
Matlab license server - planned outage (3 May 2007)
RedDot Content Management System (CMS) server – planned outage (19 April 2007)
Computer Science Oracle Database server (oracle.wpi.edu) - planned outage 3/12/2007 @ 6:00 am (6 March 2007)
Interwise (web conferencing tool) is now working! (12 February 2007)
Interwise issues following Friday night patch (12 February 2007)
myWPI issues following Friday night patch (10 February 2007)
CMS (Content Management System) Publisher offline during winter break (21 December 2006)
Internal Voice Activated Attendant unavailable today (12/20/06) (20 December 2006)
Library Services Outage: Journals List, FullTextFinder, EBSCOHost Journals (17 November 2006)
Planned outage for SMTP Mail Server (smtp.wpi.edu) (15 November 2006)
New restrictions installed for web forms in use on the WPI web server (www.wpi.edu) (25 October 2006)
myWPI sluggish (25 October 2006)
Library Catalog Voyager System Unavailable (13 October 2006)
New license file (license.dat) required for use of Maple software (11 October 2006)
Matlab software and license server upgrade. (10 October 2006)
The myWPI server (my.wpi.edu) will be unavailable from 5:00 AM EST – 7:00 AM EST on October 13, 2006 (6 October 2006)
Various Windows services impacted briefly by server moves (6 September 2006)
Wireless Setup Clinic today in the Campus Center Odeum A & B (5 September 2006)
Helpdesk and CCC Shop Closed to Walk-in Service 8/21/06 3:15 - 5:15 pm (21 August 2006)
Gordon Library ENCompass System Unavailable (17 August 2006)
myWPI (my.wpi.edu) planned outage (11 August 2006)
Library Voyager and ENCompass Systems Downtime (8 August 2006)
Emergency outage - ADMIN File share and Exchange email (exchange.wpi.edu) unavailable TODAY 5:00 - 7:00 PM (08/03/06) (3 August 2006)
Banner Self-Service Maintenance (25 July 2006)
Some IT Services unavailable due to Server room maintenance - planned outage (17 July 2006)
Brief outage - File share access for ADMIN and STUDENT domain users (10 July 2006)
Computer Users Asked to Shutdown and Power Off Systems (including computers, monitors and printers) During Power Outage (29 June 2006)
STUDENT Domain Temporarily Down (27 June 2006)
Windows Services (ADMIN and STUDENT Domains) unavailable - this is a planned outage (16 June 2006)
Library systems unavailable during UNIX systems move (7 June 2006)
Multiple CCC Systems shutdown - this is a planned outage (5 June 2006)
Multiple ATC Systems shutdown - this is a planned outage (5 June 2006)
E-Mail format issues have been resolved (24 May 2006)
Beware of Email Phishing schemes (24 May 2006)
Library main floor construction project (28 April 2006)
Library Catalog System Downtime (24 April 2006)
Forced password change for STUDENT Domain (Windows) accounts. (10 March 2006)
Planned Banner Outage - 3/06/2006 at 5:00 PM (28 February 2006)
Brief Outage of the Network File Server (toaster.wpi.edu) / Network Appliance (5 January 2006)
Banner, Exchange (exchange.wpi.edu), and McTeer (mcteer.wpi.edu) outages (19 December 2005)
myWPI Upgrade (16 December 2005)
WPI testing use of "Greylisting "to combat SPAM (junk email) (2 November 2005)
ENCompass System Downtime (26 October 2005)
Planned outage of Windows and Exchange servers (14 October 2005)
Planned Exchange Server Outage (13 October 2005)
Brief planned outage of users' web server (users.wpi.edu) (30 September 2005)
myWPI Maintenance (31 August 2005)
POP3 & IMAP Connections to the Microsoft Exchange Server Discontinued (24 August 2005)
Services that use WPI ID cards will switchover to use NEW ID cards (12 August 2005)
Software products served from Higgins Labs' servers unavailable during scheduled power outage (26 July 2005)
Library Catalog and Voyager System Downtime (25 July 2005)
Planned Windows & Exchange Servers Outage (25 July 2005)
Planned Network Appliance (toaster.wpi.edu) Hardware Upgrade (20 July 2005)
Outage of all Banner systems; Banner-dependant systems/processes will be impacted (Thursday - 7/21/05 @ 5:00 PM) (13 July 2005)
Outage of all Banner systems; Banner-dependant systems/processes will be impacted (Friday - 7/22/05 @ 5:00 PM) (13 July 2005)
Repair Outage of the Network File Server/Network Appliance (15 June 2005)
E-mail appearing to be from spoofed WPI e-mail addresses - block now in place (7 June 2005)
Planned outage of primary email gateway servers (mcafee.wpi.edu and smtp.wpi.edu) (1 June 2005)
Repair Outage of the Network File Server (toaster.wpi.edu) / Network Appliance (12 May 2005)
Library Catalog Downtime (21 April 2005)
Mail forwarding issues Resolved (5 April 2005)
IEEE Xplore Unavailable (25 March 2005)
ACM Portal and Digital Library Unavailable (25 March 2005)
Cable Television Network Outage for entire Worcester WPI Campus (UPDATE) (3 March 2005)
Cable Television Network Outage for entire Worcester WPI Campus (2 March 2005)
Mail Server Repair Outage (mail1.wpi.edu) (14 February 2005)
Planned Outage - Admin Exchange Server (2 February 2005)
ADMIN Domain File Shares Served on \\admin\ Will Be Unavailable (25 January 2005)
Banner web server change & outage (25 January 2005)
RESCHEDULED - Mail Server Outage (mail1.wpi.edu) (11 January 2005)
Planned Mail Server Outage (mail1.wpi.edu) (5 January 2005)
Networking, Systems and Services Planned Outages (20 December 2004)
Users' web server planned upgrade/intermittent access (users.wpi.edu) (17 December 2004)
PHP temporarily re-enabled on users.wpi.edu (10 December 2004)
PHP disabled on the users web server (users.wpi.edu) (10 December 2004)
Brief repair outage for the primary E-mail server (mail1.wpi.edu) (8 December 2004)
Planned Outage - Admin Exchange Server & McTeer (19 November 2004)
myWPI: Limited Access (17 November 2004)
Uniprint workstations powered by Pharos unavailable (15 October 2004)
Banner Job Submission Outage (10 September 2004)
Banner Outage (9 September 2004)
Exchange mail server outage (ADMIN and STUDENT) (27 August 2004)
Network File Server outage (toaster.wpi.edu) (18 August 2004)
Academic Exchange Server downtime (18 August 2004)
Planned outage of the Banner Production Database (28 May 2004)
Planned outage of adminmail.wpi.edu (brief); ADMIN Exchange server (13 May 2004)
Planned Banner Services outage - TODAY at 6:00 PM (14 April 2004)
ECE Computer Services unavailable, Saturday, March 27th (26 March 2004)
Library Catalog Unavailable (11 March 2004)
Planned Outage of the Banner Production Database (5 March 2004)
Potentially harmful attachments now being blocked at the mail server (5 March 2004)
Planned Outage of the Banner production database (4 February 2004)
myWPI Upgrade (8 December 2003)
Banner Database unavailable (planned outage) (19 November 2003)
Outage of Primary Mail server (mail1.wpi.edu) (14 November 2003)
Network File Server - repair outage (toaster.wpi.edu) (11 November 2003)
Library Catalog Unavailable (21 October 2003)
Electrical Shutdown & Computing (16 October 2003)
WPI mail now accepted by Yahoo (10 October 2003)
Apparent block on E-mail sent from WPI to Yahoo addresses (9 October 2003)
MSN Messenger Unavailable in Public Computer Labs (7 October 2003)
Primary Mail Server back online (mail1.wpi.edu) (26 September 2003)
Unplanned E-mail server outage (mail1.wpi.edu down) (26 September 2003)
Network File Server planned outage (toaster.wpi.edu) rescheduled (15 September 2003)
CANCELLED: Network File Server Planned Outage (toaster.wpi.edu) (11 September 2003)
Mail Services Restored (mail1.wpi.edu repaired) (11 September 2003)
Mail server outage - Update (mail1.wpi.edu) (10 September 2003)
Mail server outage update (mail1.wpi.edu) (10 September 2003)
Mail server outage - mail1.wpi.edu (unplanned) (10 September 2003)
Network File Server planned outage (toaster.wpi.edu) (9 September 2003)
Banner systems unavailable - Fri. 9/12/03 - 4:00 PM (29 August 2003)
Blocking of E-mail with Specific Subjects (21 August 2003)
Some software will be unavailable due to planned power outage in Higgins Labs (15 August 2003)
No Exchange server access via Outlook client using VPN (14 August 2003)
Brief outage of incoming mail server (mail1.wpi.edu) (5 August 2003)
FINAL REMINDER - Termination of access to CCC Computer systems via Telnet, FTP and Modem (WPI Modem Bank) (31 July 2003)
Decommissioning of Administrative Server: Elwood (elwood.wpi.edu) (18 July 2003)
REMINDER - Termination of access to CCC Computer systems via Telnet, FTP and Modem (WPI Modem Bank) (9 July 2003)
Elwood issues (problems running applications on administrative server elwood.wpi.edu) (18 June 2003)
Survey and Web Registration Services RESTORED (18 June 2003)
Survey and Web Registration Services Disabled (17 June 2003)
PHP Unavailable on www.wpi.edu (17 June 2003)
Planned outage of the Network File Server Appliance (toaster.wpi.edu) (13 June 2003)
Planned outage of Network File Server Appliance (toaster) (11 June 2003)
Planned outage of Banner Administrative systems (4 June 2003)
E-mail virus scanner is currently down (13 May 2003)
Unix File Server reorganization/brief outage (3 April 2003)
Changes to Web Services on users.wpi.edu (3 April 2003)
Web Server Share Unavailable (2 April 2003)
PHP disabled on users.wpi.edu (2 April 2003)
Planned Outage for Network Appliance (toaster.wpi.edu) (17 March 2003)
End of ScienceDirect Non-Subscribed Article Downloads (11 March 2003)
Unix Network File Server Outage (Brief) (12 February 2003)
Library Voyager Upgrade Completed! (14 January 2003)
Library Catalog Downtime (13 January 2003)
Cable TV system (20 November 2002)
Banner System Outage (5 November 2002)
ADMIN Exchange mail server outage (25 October 2002)
Mail Server Upgrade (Outage) (18 October 2002)
Mail Server problems (4 October 2002)
Brief outage of mySQL servers (23 September 2002)
Brief file server ("toaster") outage (23 September 2002)
Toaster Upgrade (2 August 2002)
Academic PC LAN (21 June 2002)
Computer Room Reorganization (5 June 2002)
New web server, users.wpi.edu, for serving user pages. (15 April 2002)
New web server, users.wpi.edu, for serving user pages. (22 March 2002)
Mail Server Planned Outage (20 March 2002)
WPI Webserver Downtime (5 March 2002)
myWPI (4 March 2002)
ELWOOD Logins, Printers and Shares (22 February 2002)
Online Course Registration Outage (13 December 2001)
WPI Administrative Systems Outage (13 December 2001)
Banner System (9 November 2001)
CCC Systems Downtime (26 October 2001)
Interruption of services on stat.wpi.edu (12 September 2001)
WPI Information System (Banner) Availability (28 August 2001)
The Gordon Library's Voyager system on library.wpi.edu (27 August 2001)
Main Web Server Downtime (27 August 2001)
Web server upgrade (13 August 2001)

myWPI Service is unavailable Wed, 7/23 from 5:00-7:00 AM
Posted 22 July 2014 by CCC Helpdesk
When? Between 5:00 AM and 7:00 AM on Wednesday, July 23, 2014
How long? Approximately two hours
Why? To install a critical system patch.
Groups Affected Faculty, Staff, and Students who use myWPI
Impact - No login access for students, faculty or staff
- No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
While emergency maintenance is performed on myWPI to proactively address an issue identified by the vendor (Blackboard) as critical, the service will be unavailable. Thank you for your understanding as we work to ensure stability of this core service.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns.

Planned Banner Outage on Saturday, July 26, 2014
Posted 21 July 2014 by CCC Helpdesk
When? Beginning Saturday, July 26, 2014 from 8:00 a.m. until 6:00 p.m.
How long? Approximately 10 hours
Why? To apply hardware upgrades
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outage. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- EGADS data refreshes
- Third Party Software and Banner integration, such as Folderwave, Cashnet, Cbord, etc.

The PPRD database will be refreshed and available for data inquiries.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
July 26 (Sat):
In order to maintain hardware reliability and stability we will be moving our production Banner database to a new server. This move will require Banner and all services dependent on Banner to be unavailable beginning at 8:00 a.m. on Saturday, July 26, and ending at 6:00 p.m.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Planned Banner Outage over weekend of June 28-29
Posted 20 June 2014 by CCC Helpdesk
When? Beginning Saturday, June 28, 2014
How long? Approximately 24 hours, from 9:00 a.m. until 9:00 a.m. Sunday, June 29
Why? To apply software upgrades
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outage. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- EGADS data refreshes
- Third Party Software and Banner integration, such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
June 28/29 (Sat/Sun):
In order to maintain currency with Banner versions we will be applying several Banner software upgrades. These upgrades will require Banner and all services dependent on Banner to be unavailable beginning at 9:00 a.m. on Saturday, June 28, and ending at 9:00 a.m. on Sunday, June 29

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Echo360 Lecture Capture System failure
Posted 19 June 2014 by CCC Helpdesk
When? May 2014
How long? May 13th through May 23rd 2014
Why? Echo360 hardware system failure
Groups Affected Faculty, Staff, and Students using the Echo360 Lecture Capture system
Impact Echo360 lecture capture system was not accessible during this 10 day period and some files that were captured in the past were corrupted.
Questions Contact the Helpdesk by calling x5888 or
e-mail echocapture@wpi.edu

Details
On May 13th, 2014 during a routine system upgrade the Echo360 system experienced a catastrophic hardware failure. The majority of recorded lectures from prior terms have been successfully recovered. Unfortunately, some files were corrupted, most likely during the degradation of the hardware, as some of the corruption extended into the backed up files and cannot be viewed. The system was restored to full functionality on May 23rd; recovery was very time-intensive due to the enormous size of the video data store and some unexpected file recovery difficulties.

Echo360 is now running on a new, more redundant hardware platform that was planned for later this summer. Adding redundancy allows for critical components to be duplicated to prevent data loss if a failure occurs. The Academic Technology Center staff within IT have been working closely with the directly impacted faculty.

If you were impacted, you have already received a separate email about this issue. However, if you have questions about the state of Echo360 captures that you have recorded and plan to re-use, please email echocapture@wpi.edu and specify the course(s) and term. ATC staff will follow up with you directly about options for re-recording the content, if necessary.

Thank you for your patience as we worked to resolve this issue.


Payment Services using Goat Bucks unavailable from 1:00 PM Mon, 5/19 through 5:00 PM Wed, 5/21
Posted 19 May 2014 by CCC Helpdesk
When? Beginning Monday, May 19, 2014 at 1:00 PM
How long? Ending Wednesday, May 21, 2014 at 5:00 PM
Why? To upgrade the Micros POS system and move to a more supported platform.
Groups Affected Faculty, Staff, and Students using Goat Bucks
Impact All WPI Micros registers will be offline during the upgrade. Please see list of services below:

Goat Bucks will be unavailable everywhere on campus.
Chartwells Locations: cash only
All Chartwells services will be available so long as the facilities are open.
Dunkin Donuts – cash and credit
Bookstore – cash and credit
Services unaffected:
• On-campus - Laundry, Pay for Printing, and ValuePort (the machine in the Library used to add Goat Bucks to your card)
• Off-campus - UGRYD (off campus vendors accepting Goat Bucks) and The Boynton
There is an ATM located within the Rubin Campus Center. The Helpdesk will accept cash in the Library on this day.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Monday, May 19, 2014 Information Technology Services will be upgrading the Micros POS (point of sale) system to a more supported platform. This upgrade begins at 1:00 PM on Monday, May 19, 2014 and ends at approximately 5:00 PM on Wednesday, May 21, 2014. The upgrade of the system will offer increased system stability and disaster preparedness.

All WPI Micros registers will be offline during the upgrade. Please see list of services below:

Goat Bucks will be unavailable everywhere on campus.
Chartwells Locations: cash only
All Chartwells services will be available so long as the facilities are open.
Dunkin Donuts – cash and credit
Bookstore – cash and credit
Services unaffected:
On-campus - Laundry, Pay for Printing, and ValuePort (the machine in the Library used to add Goat Bucks to your card)
Off-campus - UGRYD (off campus vendors accepting Goat Bucks) and The Boynton

There is an ATM located within the Rubin Campus Center. The Helpdesk will accept cash in the Library on this day.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Exchange E-mail – Resolved Intermittent Delivery Delays which began on May 5, 2014
Posted 9 May 2014 by CCC Helpdesk
When? Reports began on Tuesday, May 5 at 11:30 AM
How long? Issues were fixed Friday, May 9, 2014 at 10:00 AM
Why? Capacity issues on the Exchange Mail Server caused some e-mail to be delayed.
Groups Affected Faculty, Staff and Students using Exchange E-mail
Impact Beginning at 11:30 AM on Tuesday, May 5 and continuing intermittently up to today, some users are not receiving e-mail in a timely manner. At this time the issue has been identified and resolved.
Questions Contact the Helpdesk by calling x5888

Details
Beginning at 11:30 AM on Tuesday, May 5 and continuing intermittently until this morning, delivery of some e-mail was delayed. At this time we have identified the issue and it has been resolved.

One of the three Exchange mail transport servers had a failed mail queue. This failure caused mail routed to that server to be delayed. In most cases, when the message was tried again it would hit one of the other two servers and be processed successfully; no mail was lost. Any remaining delayed messages should arrive within a few hours, now that the issue has been corrected.

Please contact the Helpdesk by phone at 508-831-5888 with any questions or concerns regarding this issue.

Thank you for your patience and cooperation as we work to fully restore this core service.

myWPI Service restored at 9:30 AM
Posted 9 May 2014 by CCC Helpdesk
When? Following a reboot of the system, the service was restored
How long? Restored
Why? The storage system that myWPI uses required a firmware update resulted in a need to reboot the system (see details).
Groups Affected Faculty, Staff, and Students
Impact During the restart of services access was unavailable.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The storage system that myWPI uses required a firmware update which was applied during the standard IT downtime window. It was necessary to restart the system in order to apply changes. The service was restored at 9:30 AM.

We apologize for the interruptions to myWPI functionality and appreciate your patience and cooperation as we worked to improve this core service.


myWPI Service Unavailable until 10:00 AM ET today, 5/9/14
Posted 9 May 2014 by CCC Helpdesk
When? A reboot of the system is in process
How long? Services restored by 10:00 AM
Why? The storage system that myWPI uses required a firmware update resulted in a need to reboot the system (see details).
Groups Affected Faculty, Staff, and Students
Impact During the update myWPI required a restart of services resulting in:
- No login access for students, faculty or staff
- No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The storage system that myWPI uses required a firmware update which was applied during the standard IT downtime window. It was necessary to restart the system in order to apply changes.

We apologize in advance for the interruptions to myWPI functionality and appreciate your patience and cooperation as we work to improve this core service.


myWPI Service May Be Unavailable Between 6:00-8:00 AM ET on Friday 5/9
Posted 8 May 2014 by CCC Helpdesk
When? Starting at 6:00 AM ET Friday, May 9, 2014.
How long? Approximately two hours
Why? The storage system that myWPI uses requires a firmware update (see details).
Groups Affected Faculty, Staff, and Students
Impact During the update myWPI may require a restart of services resulting in:
 No login access for students, faculty or staff
 No access for site maintainers to create or modify content
If you are actively working in the system between 6am-8am on 5/9, please save your changes frequently.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The storage system that myWPI uses requires a firmware update and is being applied during the standard IT downtime window. While we do not anticipate any myWPI service interruptions, the system may require a restart in order to apply changes.

We apologize in advance should there be any interruptions to myWPI functionality and appreciate your patience and cooperation as we work to improve this core service.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Frequently Asked Questions
Here are some answers to questions users may have about the upgrade:

What about D-term grades?

Grades are due on Friday, May 9th at 5:00pm. Students may check their final course grades online from the Student Web Information System at http://bannerweb.wpi.edu. Course sites remain available for 21 days after the end of a term, so students will still be able to access their D-term sites following the upgrade to review grades on individual assignments. If you need a course site to remain available for longer than 21 days after the end of D-term, send a request to myhelp@wpi.edu.

I need a course/organization/project-group site. What should I do?

Course or Organization site requests submitted using the forms found at http://www.wpi.edu/+myWPIsite will still be processed, usually within two business days.

What will happen if I am working on a course or organization site prior to the upgrade? Will I lose my content?

No content will be lost in any myWPI sites. You will simply lose access to your site should the system require a restart. Following the restart, your myWPI site access will appear exactly as it did before. If you are actively working in the system between 6am-8am on 5/9, please save your changes frequently.



All IT Systems have been restored after unplanned server issues this morning
Posted 16 April 2014 by CCC Helpdesk
When? As of 11:45 AM, April 16, 2014
How long? System issues were first identified around 9:15 AM. Hosting Services staff worked to restore all impacted services.
Why? Under investigation
Groups Affected Faculty, Staff, and Students
Impact The following services were impacted and restored:
• Payment and Printing Services powered by CBORD and Cash Registers powered by Micros (impacts payment at Dining Services, office network printers, and Pay for Print services)
• Lecture Capturing (Echo 360) – processing new content was impacted; there may be a delay in accessing this morning’s content but no content was lost.
• myWPI - Learning Management services provided by Blackboard
• Cumulus – Photo Asset Management
• Digital Signage Management
• Lock systems
• Argos Reporting
• Banner Finance Posting
• Web CMS (RedDot)
• Banner Job Submission

Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We apologize for the inconvenience the unplanned server issues caused this morning. Residual effects may occur as we investigate. Please report any issues to the Helpdesk. Thank you for your patience and cooperation as we worked to restore all core services.

Various IT Services impacted by unplanned server issues
Posted 16 April 2014 by CCC Helpdesk
When? 9:15 AM April 16, 2014
How long? System issues were first identified around 9:15 AM. Hosting Services staff are currently working to restore all impacted services.
Why? Unknown at this time.
Groups Affected Faculty, Staff, and Students
Impact Some core services remain offline or in a degraded state at this time, including but not limited to:
• myWPI - Learning Management services provided by Blackboard
• Payment Services powered by CBORD and Cash Registers powered by Micros (impacts payment at Dining Services and Pay for Print services)
• Printing Services – this includes both office network printers and pay for print services.
• Lock systems – may be partially affected by this downtime. Contact Campus Police, x5433 if you encounter any issues accessing rooms or buildings.
• Web Content Management System (RedDot) - editing or publishing of web pages is unavailable
• Cumulus - unable to upload or download images
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Updates will be provided as soon as new details become available.

We apologize the inconvenience. Thank you for your patience and cooperation as we work to restore all core services as soon as possible.

IT News Advisory: WPI IT Services’ response to publicized Heartbleed vulnerability
Posted 10 April 2014 by CCC Helpdesk
When? The Heartbleed vulnerability became public on Tuesday, April 7th 2014
How long? WPI IT Services’ response is ongoing
Why? The “Heartbleed bug”represents a potential information security risk to the University. WPI IT Services is taking appropriate measures to protect and safeguard the systems and data in our charge.
Groups Affected Faculty, Staff, and Students
Impact No action is required by WPI community members at this time, but precautions should be taken when using non-WPI web-based services.

Suppliers and vendors who rely on this affected technology have been working to develop patches which we have in turn applied to relevant WPI systems.

As WPI Systems are patched to mitigate impact to WPI, some systems have required and will require a reboot which may result in brief service disruptions.
Similar service disruptions may be required by off-campus vendors and cloud providers.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The recently publicized “Heartbleed” OpenSSL vulnerability represents a security risk to many systems that connect to the Internet. WPI is not immune to this risk. Necessary precautions have been, and continue to be, taken to safeguard the systems and data in our charge. We will continue to watch our systems for signs of residual impact and respond accordingly.

As WPI systems have been patched to mitigate impact to WPI, some systems have required and will require a reboot which may result in brief service disruptions. Similar service disruptions may be required by off-campus vendors and cloud providers.

No action is required by WPI community members at this time. Be cautious when using non-WPI services; verify with external vendors that they have patched their systems for this vulnerability before entering your password, credit card numbers, or other sensitive information.

Thank you for your patience and understanding as we work to ensure the security of the systems, accounts and data that we support.

Email and Web Services briefly unavailable from 6:00 AM to 7:00 AM on Wed, 4/9
Posted 8 April 2014 by CCC Helpdesk
When? Wednesday, April 9, 2014 from 6:00 AM – 7:00 am EDT
How long? During the one-hour maintenance window, each service will be impacted for about 10-15 minutes.
Why? To protect against a recently discovered vulnerability, the WPI Email and Web servers must be rebooted to apply required security patches.
Groups Affected Faculty, Staff, and Students
Impact Email and Web services will be unavailable for brief periods lasting about 10-15 minutes each. Impacted services will include:

Delivery of incoming and outgoing email (about 15 minutes)
• No email will be delivered during email server reboots. No email will be lost.
• Email clients may report errors connecting to the email server.
• Inability to send email from myWPI (Blackboard)

All WPI Web pages will be unreachable (about 15 minutes).
• Web clients may time out while trying to connect
• EZproxy will be unable to connect to Library resources and electronic databases during the web server reboot period
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In response to recently discovered security vulnerabilities, WPI Information Technology Services is taking appropriate steps to protect WPI systems and services by applying required security patches to affected systems. Some of these patches require a system reboot. To minimize impact, these reboots are being scheduled outside of business and academic hours.

Thank you for your patience and cooperation as we work to ensure the security of the systems we support.

Update regarding services outage last week (3/19 into 3/20)
Posted 28 March 2014 by CCC Helpdesk
When? Began March 19, 2014 at 11:00 PM
How long? Services fully restored by end of day March 20, 2014
Why? An investigation determined that the outage was caused by an issue with a leased fiber optic cable.
Groups Affected Faculty, Staff, and Students
Impact While last week’s outage impacted all services dependent upon the network, all services are currently functioning normally.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Starting on Wednesday, March 19 at approximately 11:00 PM and continuing throughout the day on Thursday, March 20, WPI experienced a disruption of core IT Services.

After a thorough investigation, it was determined that the unplanned outage was due to an issue with a leased fiber optic cable. The issue has been resolved.

Thank you for your patience and cooperation as we worked to restore all core services.

IT Services restored after unplanned Network issues overnight
Posted 20 March 2014 by CCC Helpdesk
When? Restored as of 11:00 AM, Thursday, March 20, 2014
How long? Network issues were first identified around 11:30 PM on March 19. Network Operations and Hosting Services staff worked through the night and this morning to restore all impacted services.
Why? Under investigation
Groups Affected Faculty, Staff, and Students
Impact The following services were impacted and restored:
• myWPI - Learning Management services provided by Blackboard
• Payment Services powered by CBORD and Cash Registers powered by Micros (impacts payment at Dining Services and Pay for Print services)
• Email Services into and out of campus powered by our Unix Email systems and Exchange
• Lock systems
• Network File shares served by \\storage or \\drstorage
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
All core services are restored to normal operation. IT Staff are in the process of investigating the cause of this unplanned outage. We apologize for the interruption to services and the inconvenience it caused. Thank you for your patience and cooperation as we worked to restore all core services.

Various IT Services impacted by unplanned Network issues overnight
Posted 20 March 2014 by CCC Helpdesk
When? Now - Thursday, March 20, 2014
How long? Network issues were first identified around 11:30 last evening. Network Operations and Hosting Services staff have been working through the night to restore all impacted services.
Why? Unknown at this time.
Groups Affected Faculty, Staff, and Students
Impact Network Operations worked through the night to restore networking services to a stable state.

Hosting Services staff then began the process of restoring key services. Some core services remain offline or in a degraded state at this time, including but not limited to:
• myWPI - Learning Management services provided by Blackboard
• Payment Services powered by CBORD and Cash Registers powered by Micros (impacts payment at Dining Services and Pay for Print services)
• Email Services into and out of campus powered by our Unix Email systems. Internal email via Exchange is working at this time.
• Some locks systems are still being brought online
• Network File shares served by \\storage or \\drstorage
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Updates will be provided as soon as new details become available.

We apologize the inconvenience. Thank you for your patience and cooperation as we work to restore all core services as soon as possible.


SharePoint Upgrade – All sites unavailable Saturday, 3/15/14 from 6 a.m. until 12:00 p.m.
Posted 10 March 2014 by CCC Helpdesk
When? Saturday, March 15, 2014 6:00 AM – 12:00 PM EDT
How long? 6 Hours
Why? Applying security and performance updates to SharePoint Servers
Groups Affected Faculty, Staff, and Students
Impact All SharePoint sites will be inaccessible during this time https://sharepoint.wpi.edu/).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In order to improve security and performance within SharePoint, we are applying an update to the server that will require approximately 6 hours of downtime. All SharePoint sites will be inaccessible while the update is applied. The update will not impact the user experience within sites nor add any new features.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

Payment Services powered by CBORD unavailable Mon, 3/10 from 8am to 5pm
Posted 7 March 2014 by CCC Helpdesk
When? Monday, March 10, 2014
How long? 8:00 a.m. until 5:00 p.m.
Why? To increase system stability and move to a more supported platform.
Groups Affected Faculty, Staff, and Students
Impact All CBORD services will be unavailable during the system upgrade. All Chartwells services, including meals and Goat Bucks, will still be available so long as the facilities are open.

On-campus Services*:
- Laundry, Pay for Printing, and ValuePort (the machine in the Library used to add Goat Bucks to your card)
- Barnes and Noble as well as Dunkin Donuts will most likely accept cash and credit, not Goat Bucks.

Off-campus Services:
- UGRYD (off campus vendors accepting Goat Bucks) and The Boynton

* There is an ATM located within the Rubin Campus Center. The Helpdesk will accept cash in the Library on this day.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Monday, March 10, 2014 Information Technology Services will be working with CBORD support to migrate our database to a more supported platform. This upgrade will offer increased system stability and disaster preparedness.

All CBORD services will be unavailable during the system upgrade. All Chartwells services, including meals and Goat Bucks, will still be available so long as the facilities are open.

On-campus Services*:
- Laundry, Pay for Printing, and ValuePort (the machine in the Library used to add Goat Bucks to your card)
- Barnes and Noble as well as Dunkin Donuts will most likely accept cash and credit, not Goat Bucks.

Off-campus Services:
- UGRYD (off campus vendors accepting Goat Bucks) and The Boynton

* There is an ATM located within the Rubin Campus Center. The Helpdesk will accept cash in the Library on this day.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

Follow-Up to Java version 7u51 release
Posted 7 February 2014 by CCC Helpdesk
When? Java 7 Release 51 released on 1/15 caused issues requiring WPI IT to patch various systems.
How long? Until the next version of Java is released or vendors change their web-based applications.
Why? Java 7 Release 51 introduced additional security settings that blocked some applications from running. Specifically, applications without an up-to-date "Permissions manifest attribute".
Groups Affected Faculty, Staff, and Students
Impact The Java update interfered with the use of some web-based applications including:

• myWPI – my.wpi.edu (Blackboard)
patch applied week of 1/27
• Banner Production Forms (INB)
• The WPI VPN tool - Virtual Private Networking (VPN)
patch applied week of 1/20
• XpressConnect Wi-Fi configuration tool (CloudPath)
patch applied week of 1/20
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday, January 15, 2014 Java 7 51 (Java ver. 7u51) was released, which introduced additional security settings that interfered with the use of some important WPI web-based applications. To ensure no disruption in the use of applications, WPI Information Technology applied the necessary patches.

More questions?
Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we worked to assess the impact of this vendor release and worked with our application vendors to respond accordingly.


Recommendation: Refrain from updating to Java version 7u51. May impact applications.
Posted 17 January 2014 by CCC Helpdesk
When? Java 7 Release 51 was released on Wednesday, January 15
How long? Until the next version of Java is released or vendors change their web-based applications.
Why? Java 7 Release 51 introduced additional security settings that block some applications from running. Specifically, applications without an up-to-date "Permissions manifest attribute".

WPI Information Technology encourages users to refrain from updating their version of Java until they are sure the applications most important to them will not be impacted.
Groups Affected Faculty, Staff, and Students
Impact The Java update may interfere with the use of some web-based applications including but not limited to:
• myWPI – my.wpi.edu (Blackboard)
• Banner Production Forms (INB)
• The WPI VPN tool - Virtual Private Networking (VPN)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday, January 15, 2014 Java 7 51 (Java ver. 7u51) was released which introduced additional security settings that may interfere with the use of some important WPI web-based applications. To ensure no disruption in the use of applications, WPI Information Technology encourages users to refrain from updating their version of Java.

Faculty and Staff
On WPI owned machines, the update should not happen automatically. If prompted to update Java, two choices will present themselves: “Install” or “Later”. Click the Later button to defer the update.

Faculty, Staff and Students

What if I have already updated Java?

You may be able to function without any further action. However, If you experience troubles using specific applications:

1. Utilize the Terminal Server or a public computer lab machine.
The Java version on WPI IT managed devices has not changed.

o For help accessing the Terminal Server please see:
http://www.wpi.edu/+helpdesk/Software/termserv.html
o Consult this listing of general-purpose public computer labs.

2. Define exceptions in your Java client:
Open your Java Control Panel:
• Windows: From your Start menu select Control Panel, then Java.
• Mac: From System Preferences select the Java icon.
Select the Security Tab from the Java Control panel window.
Select “Edit Site List…”.
Select Add.
https://my.wpi.edu
https://my.wpi.edu:8443/
You should now see a list of exceptions in the Security Tab.

3. VPN patch planned for 01/21/2014
The WPI Virtual Private Network (VPN/Net Connect client) is due to be patched on Tuesday, January 21, 2014. It is expected that this patch will resolve any potential conflicts with the Java 7u51 version.

4. Issues using the XPressConnect Wi-Fi configuration tool wizard.
An issue with using the XpressConnect wizard has been identified for systems using Java 7u51. Impacted users should utilize the direct wizard download option.
• A vendor patch to this issue is expected before January 31, 2014.

More questions?
Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Banner Services Unavailable starting at 5:00 p.m. on Friday, 1/3/2014 due to Planned Upgrade
Posted 20 December 2013 by CCC Helpdesk
When? Friday, January 3rd, 2014 starting at 5:00 pm EST
How long? Approximately 12 hours
Why? Mandatory end of year upgrades
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services mentioned in the details section.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Mandatory upgrades are needed on our Banner database. Expected downtime is approximately 12 hours.

The following Banner services will be unavailable during the upgrade:
• Banner Web Information System (https://bannerweb.wpi.edu)
• Effort Certification
• Banner Forms (Production)
• ODBC Connections to the Banner Database
• On-line conference payments
• Course Schedule lookup
• IT account creation and maintenance

Please contact the Helpdesk with any questions regarding the down time. Should there be a major conflict, please send email to helpdesk@wpi.edu.

Thank you for your patience and understanding as we work to improve the systems we support.

Disruption of Exchange Mail Services from 6:00 AM EST until 12:00 PM EST on 12/27/2013
Posted 17 December 2013 by CCC Helpdesk
When? Friday, December 27th, 2013 from 6:00 AM EST – 12:00 PM EST
How long? Approximately six hours.
Why? Exchange services will be upgraded, resulting in an improved Outlook Web Access experience and performance improvements.
Groups Affected Faculty, Staff, and Students who use Exchange through Outlook, Outlook Web Access, Mobile Devices (iOS, Android, Windows Phone, Blackberry), or other mail clients connected to exchange.wpi.edu.
Impact Exchange services will be intermittently available during the maintenance period.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are applying a service pack to our existing Exchange 2010 environment. This upgrade provides greater reliability, increased performance, additional features, and allows for continuous improvement to e-mail services to serve the changing needs of the WPI community.

Full details can be found in the “What to expect” section.

Please note that this change does not upgrade your current version of Microsoft Office. Exchange 2010 fully supports clients for Outlook 2013, Outlook 2010, and Outlook for Mac 2011.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

What to expect:
Exchange services will be intermittent during the downtime window as upgrades occur across all of our Exchange Servers. Any issues accessing Exchange during the downtime can be resolved by restarting the client after the upgrade is complete.

What is changing:
Outlook Web App - OWA (https://exchange.wpi.edu)

  • Enhanced navigation through User Interface design changes

  • Improved performance

  • Full support for user selectable themes

  • Pop-up notification improvements for meetings, reminders, and new message arrivals

  • Reading pane now available on the bottom of the screen

  • Improved Support for Chrome and Firefox, as well as support for Internet Explorer 11


Frequently Asked Questions:
Q. Will I lose any mail during the upgrade?

A. No. Any mail sent to your mailbox will be queued for delivery after the upgrade is complete.
Q. Will I need to reconfigure email on my phone or tablet?
A. No, you will not need to make any changes. All settings and configuration will remain the same following the upgrade.
Q. Will I need to make any changes to Outlook on my computer?
A. No, you will not need to make any changes. All settings and configuration will remain the same following the upgrade.

myWPI Service Unavailable (planned outage on Th 12/5 from 4:00-6:00 AM ET)
Posted 4 December 2013 by CCC Helpdesk
When? Starting at 4:00 AM ET Thursday, December 5.
How long? Approximately two hours
Why? Emergency maintenance is necessary in an effort to address recent myWPI stability issues (see details).
Groups Affected Faculty, Staff, and Students
Impact While the maintenance is being performed, myWPI will be unavailable, resulting in:
* No login access for students, faculty or staff
* No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Instances of myWPI instability have occurred in the past two weeks. In response, IT Staff will perform emergency maintenance on Thursday, December 5 from 4:00 AM until approximately 6:00 AM with the goal of improving the stability and reliability of the myWPI website.

We apologize for the interruption and appreciate your patience and cooperation as we work to improve this core service.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.


UPDATE –Outlook calendar issues resolved
Posted 22 November 2013 by CCC Helpdesk
When? Began Friday, Nov 15; Resolved Thursday, Nov 22
How long? IT pushed out an automatic removal of the Microsoft security update that caused Outlook 2013 features not to function properly (see details).
Why? A Microsoft security update released on 11/15 caused certain Outlook features to fail (see details).
Groups Affected Anyone using Outlook 2013
Impact See details.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk began receiving reports of features not working properly in Outlook 2013 after a Microsoft security update was released to Windows machines on Friday, November 15. After a thorough investigation, IT determined the cause and pushed out a removal of the problematic security update requiring a system re-boot.

The specific issues experienced were:

  • Outlook Calendar – when creating a meeting using the Scheduling Assistant, attendees’ free/busy information does not display correctly on the schedule.

  • Automatic Replies (Out of Office) – was inaccessible

  • Shared Calendars – were unable to view shared calendars


Normal function has been restored by the recent update. Anyone still experiencing issues should contact the Helpdesk for assistance (call Ext. 5888 or e-mail helpdesk@wpi.edu).

We greatly appreciate the patience and cooperation of those impacted as we worked to resolve this issue!


Outlook meeting request and distribution list features not working for some
Posted 19 November 2013 by CCC Helpdesk
When? Beginning Friday, November 15, 2013
How long? Until Further Notice
Why? An issue between the Exchange server and the Outlook client application is causing the free/busy information not to display correctly while scheduling a meeting request as well as difficulty expanding distribution lists for some people.
Groups Affected Faculty, Staff, and Students using the Outlook client application’s meeting request and distribution list features.
Impact • Outlook Calendar – when creating a meeting using the Scheduling Assistant, attendees’ free/busy information does not display correctly on the schedule.
• Outlook Distribution Lists may not expand the member list.

WORKAROUND: Use Outlook Web Access (OWA - https://exchange.wpi.edu/owa) to utilize the Scheduling Assistant feature (see details).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk began receiving reports of issues scheduling meetings or using distribution lists in the Outlook application on Friday, November 15.

  • Outlook Calendar – when creating a meeting using the Scheduling Assistant, attendees’ free/busy information does not display properly on the schedule.

  • Outlook Distribution Lists may not expand the member list.


Once the issue has been resolved, we will notify the campus. Use Outlook Web Access if you need to use the scheduling feature. Refer to the Microsoft help topic on using the OWA Scheduling Assistant for more information.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

IT News: Email Services Restored – RE: Email issues with Exchange
Posted 25 October 2013 by CCC Helpdesk
When? Issues began around 2 am on 10/25/2013
How long? About 3 business hours / 9 hours
Why? Capacity issues at the database level.
Groups Affected Some faculty and staff who use Exchange for email.
Impact During the service disruption:
• Access to Exchange email through the following methods was unavailable during the outage:
o Outlook Client (Windows and Mac)
o Outlook Web Access (OWA); exchange.wpi.edu
o Mobile Devices (iOS, Android, Windows Phone, Blackberry)
• Systems or applications which rely on Exchange email may have been impacted.

Service has been restored at this time.

No e-mail was lost during this disruption. All incoming mail was queued for delivery, and will arrive over the next few hours.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
During the service disruption:

  • Helpdesk received reports from faculty and staff who were unable to send or receive email via Outlook or other mail clients. Some faculty and staff have were able to access their email online using Outlook Web Access via exchange.wpi.edu.


Service Restoration:
  • Email Services have been restored. It may take some time for mail flow to ‘catch up’. Intermittent mail lapses can be expected while services resume.

  • No e-mail was lost during this disruption. All incoming mail was queued for delivery, and will arrive over the next few hours.

  • Changes have been made to prevent this issue from recurring.

We apologize for any inconvenience caused by this unplanned service disruption. We appreciate your patience and understanding as we worked to restore normal service operation.

Thank you,

WPI IT Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Email issues with Exchange
Posted 25 October 2013 by CCC Helpdesk
When? Began around 2 am on 10/25/2013
How long? Time to resolve is unknown at this time. Systems administrators are actively working to restore services as quickly as possible.
Why? To be determined.
Groups Affected Some faculty and staff who use Exchange for email.
Impact Some faculty and staff may be unable to send or receive email using Outlook or other mail clients.

Systems or applications which rely on Exchange email may be impacted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Helpdesk is receiving reports from faculty and staff who have been unable to send or receive email via Outlook or other mail clients.

Some faculty and staff have been able to access their email online using Outlook Web Access via exchange.wpi.edu. Directions for using this method can be found here:
https://www.wpi.edu/+helpdesk/Email/Exchange/owa_faq.html#3

We apologize for any inconvenience caused by this unplanned service disruption. We appreciate your patience and understanding as we work to restore normal service operation.

Thank you,

WPI IT Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


IT News: myWPI Service Unavailable 4:00-5:00 AM EDT on 9/18 (planned outage)
Posted 17 September 2013 by CCC Helpdesk
When? Starting at 4:00 AM Thursday, September 18
How long? Approximately 60 minutes
Why? Emergency maintenance will be performed in an effort to address recent myWPI stability issues.
Groups Affected Faculty, Staff, and Students
Impact While the maintenance is being performed, myWPI will be unavailable, resulting in:
 No login access for students, faculty or staff
 No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Instances of myWPI instability have occurred since A Term began. In response, IT Staff will perform emergency maintenance on Thursday, September 18 from 4:00 AM until approximately 5:00 AM with the goal of improving the stability and reliability of myWPI .

We apologize for the interruption and appreciate your patience and cooperation as we work to improve this core service.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.


Issues Accessing myWPI from Mac OS X Browsers - Identified and Fixed!
Posted 30 August 2013 by CCC Helpdesk
When? August 29, 2013 (identified & fixed)
How long? NA
Why? A faulty certificate file delivered via the WPI wireless CloudPath system was identified.
Groups Affected Faculty, Staff, and Students accessing myWPI at http://my.wpi.edu or http://blackboard.wpi.edu from a device containing the faulty certificate file.
Impact myWPI login page would not load.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI IT Services has identified a faulty certificate delivered via the WPI wireless CloudPath system. Mac OS X users who have the faulty certificate file (those who registered their computers prior to Thursday, August 29, 2013) may have an issue loading myWPI in Safari and Chrome browsers.

Steps the resolve this issue are included below.

NOTE: These instructions assume you are an Administrator on your machine.
1. Click the magnifying glass in the top right corner of your desktop.
2. In the text box next to Spotlight, type: Keychain Access
3. Click Keychain Access from this list
4. In the Keychain window, click Login in the left pane
5. Find the certificate called “AddTrust External CA Root” due to expire on July 9, 2019 and press delete on your keyboard
6. In the pop-up window, click Delete
7. If prompted, provide the password you use to log in to your computer
8. Once the certificate removal has been completed, click Keychain Access in the top left-hand corner of your screen, and click Quit Keychain Access

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.




RESOLVED - Issues Publishing Web Content Using RedDot CMS and Accessing on \\filer.wpi.edu\
Posted 21 August 2013 by CCC Helpdesk
When? Resolved on August 21, 2013 at 8:00 AM EDT
How long? Permanent
Why? Due to an unexpected issue that occurred on August 16, 2013 beginning at 9:45 AM during upgrades
Groups Affected Anyone who tried to publish WPI web content using the RedDot CMS or access files via Windows-based shares on \\filer.wpi.edu\. See details.
Impact Restart your computer to:
• Access files via Windows-based shares on \\filer.wpi.edu\

WPI web pages can now be updated and published using the RedDot CMS application.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Due to the unexpected issue that occurred on August 16, 2013 beginning at 9:45 AM during mandatory upgrades applied to university file servers, anyone publishing WPI web content using the RedDot CMS or accessing files via Windows-based shares on \\filer.wpi.edu\ that utilize shortcut (or symbolic) links encountered errors. We escalated the issue with our vendor immediately and waited for them to provide us with the necessary fixes. We have applied the fixes and restarted systems.

Please restart your computer to:
• Access files via Windows-based shares on \\filer.wpi.edu\

WPI web pages can now be updated and published using the RedDot CMS application.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation during this issue.


Issues Publishing Web Content Using RedDot CMS and Accessing Some Files on \\filer.wpi.edu\
Posted 19 August 2013 by CCC Helpdesk
When? Started on August 16, 2013 at 9:45 AM EDT
How long? Unknown - We have escalated this issue with vendor support
Why? An unexpected issue arose during upgrades to file servers.
Groups Affected Anyone publishing WPI web content using the RedDot CMS or to files accessed via Windows-based shares on \\filer.wpi.edu\ that utilize shortcut (or symbolic) links. See details.
Impact • Attempting to access files via Windows-based shares on \\filer.wpi.edu\ that utilize shortcut (or symbolic) links will result in an access error.
• Changes can be made to WPI web pages using the RedDot CMS application but attempts to publish will result in an error.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An unexpected issue occurred on August 16, 2013 beginning at 9:45 AM during mandatory upgrades applied to university file servers. Anyone publishing WPI web content using the RedDot CMS or to files accessed via Windows-based shares on \\filer.wpi.edu\ that utilize shortcut (or symbolic) links will encounter errors:

  • Attempting to access files via Windows-based shares on \\filer.wpi.edu\ that utilize shortcut (or symbolic) links will result in an access error.

  • Changes can be made to WPI web pages using the RedDot CMS application but attempts to publish will result in an error.


WPI system administrators have escalated this issue with vendor support. We will update the campus as soon as we have more information.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Planned System Maintenance: myWPI/Blackboard version 9.1 at http://my.wpi.edu
Posted 12 August 2013 by CCC Helpdesk
When? Beginning at 5:00 AM EDT on Friday, August 16, 2013
How long? Ending at approximately 12:00 PM EDT on Friday, August 16, 2013
Why? To apply the latest security patches and system updates prior to the official start of the academic year
Groups Affected Faculty, Staff and Students using the Blackboard 9.1 system at http://my.wpi.edu
Impact Throughout the scheduled maintenance, the Blackboard 9.1 server (located at http://my.wpi.edu) will be unavailable for use.
This includes:
• No login access for students, faculty or staff
• No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
System updates need to be applied to the myWPI/Blackboard 9.1 system prior to the start of the academic year.

We apologize for the inconvenience this planned downtime may cause and appreciate your understanding as we work to improve the systems we support.

Frequently Asked Questions
Here are some answers to questions users may have about the maintenance:

I need content for a course/organization/project-group site. What should I do?
Course or Organization site requests will still be processed before and after the upgrade, usually within two business days. Please fill out the form at the link below to request content from a previous term: http://www.wpi.edu/Academics/ATC/Collaboratory/HowTo/MyWPI/content_migration.html

What will happen if I am working on a course or organization site on the myWPI server prior to the maintenance? Will I lose my content?
No content will be lost in any myWPI sites. You will only lose access to your site during the maintenance. Following the maintenance, all content and structure will remain as it did before.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


IT News: Planned Banner Outage over weekend of August 2 - 3
Posted 26 July 2013 by CCC Helpdesk
When? 5:00 pm (EST) on Fri 8/2/2013 through 5:00 pm (EST) on Sat 08/3/2013
How long? Approximately 24 hours
Why? To apply software upgrades
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outage. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- EGADS data refreshes
- *Third Party Software and Banner integration,
such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
August 2/3 (Fri/Sat):
In order to maintain currency with Banner versions we will be applying several Banner software upgrades. These upgrades will require Banner and all services dependent on Banner to be unavailable for approximately 24 hours beginning at 5:00pm on Friday, August 2 and ending at 5:00pm on Saturday, August 3.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

Planned Banner Outage over weekend of August 2 - 3
Posted 26 July 2013 by CCC Helpdesk
When? 5:00 pm (EST) on Fri 8/2/2013 through 5:00 pm (EST) on Sat 08/3/2013
How long? Approximately 24 hours
Why? To apply software upgrades
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outage. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- EGADS data refreshes
- *Third Party Software and Banner integration,
such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Technical Details
August 2/3 (Fri/Sat):
In order to maintain currency with Banner versions we will be applying several Banner software upgrades. These upgrades will require Banner and all services dependent on Banner to be unavailable for approximately 24 hours beginning at 5:00pm on Friday, August 2 and ending at 5:00pm on Saturday, August 3.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

WPI Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Planned Banner Outage over weekend of August 2 - 3
Posted 26 July 2013 by CCC Helpdesk
When? 5:00 pm (EST) on Fri 8/2/2013 through 5:00 pm (EST) on Sat 08/3/2013
How long? Approximately 24 hours
Why? To apply software upgrades
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outage. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- EGADS data refreshes
- *Third Party Software and Banner integration,
such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Technical Details
August 2/3 (Fri/Sat):
In order to maintain currency with Banner versions we will be applying several Banner software upgrades. These upgrades will require Banner and all services dependent on Banner to be unavailable for approximately 24 hours beginning at 5:00pm on Friday, August 2 and ending at 5:00pm on Saturday, August 3.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

WPI Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Planned Banner Outage over weekend of July 13-14
Posted 8 July 2013 by CCC Helpdesk
When? Saturday, 7/13/13
How long? Approximately 9 hours, from 8:00am until 5:00pm
Why? To apply hardware upgrades to increase stability and upgrade performance
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outage. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- *Third Party Software and Banner integration, such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In order to increase stability as well as maintain our investment in hardware, we will replace the server hosting ODSP. This hardware replacement will require Banner and all services dependent on Banner to be unavailable for approximately 9 hours beginning at 8:00am and ending at 5:00pm on Saturday, July 13 while data is being transferred between the Banner and ODS databases. During the transfer, the existing ODSP database will remain available for reporting purposes but it will not receive any further data updates. Normal ODSP maintenance will then resume on Sunday morning.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

http://my.wpi.edu myWPI Service is restored and available
Posted 3 May 2013 by CCC Helpdesk
When? At 4:10 pm EDT, May 3, 2013
How long? We fixed the problem.
Why? The server that provides access to myWPI experienced an unplanned outage. Systems administrators worked with Blackboard to determine the root of the problem and restore the system.
Groups Affected Faculty, Staff, and Students using myWPI
Impact - Login access is available
- Access for site maintainers to create or modify content is available.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Access to myWPI at http://my.wpi.edu was unavailable since 10:00 am today, May 3, 2013. Systems administrators worked with Blackboard to determine the root of the problem and restore functionality.

We apologize for the inconvenience this caused during a busy time. Thank you for your patience and cooperation as we worked to restore the system.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.


http://my.wpi.edu myWPI Service is Unavailable (unplanned outage)
Posted 3 May 2013 by CCC Helpdesk
When? Beginning around 10:00 am EST, May 3, 2013
How long? Temporary until we fix the problem
Why? The server that provides access to myWPI is experiencing an unexpected downtime. Systems administrators are actively working with Blackboard to determine the root of the problem.
Groups Affected Faculty, Staff, and Students using myWPI
Impact * No login access for students, faculty or staff
* No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Access to myWPI at http://my.wpi.edu is currently unavailable. Systems administrators are actively working with Blackboard to determine the root of the problem.

We apologize for the inconvenience this is causing during a busy time. IT Staff are working on a resolution and will inform the campus when myWPI is back online. We appreciate your patience and cooperation as we work to restore the system.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.


Java Security Warning for Banner Production Forms (INB) displays during first time log in on or after Mon, 2/25
Posted 22 February 2013 by CCC Helpdesk
When? Monday, February 25, 2013 ET
How long? During first-time log in
Why? Due to an upgrade
Groups Affected Employees using Banner Production Forms (INB – Internet Native Banner)
Impact Java warning messages display during log in requiring user to take action
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This weekend IT Staff will upgrade Banner Production Forms INB which will not cause any disruption to service so people may use Banner Forms during the upgrade. The first time you open Banner Forms on or after Monday, February 25, 2013 your browser will display security warnings prompting for add-ons or applications to be run on your machine. Depending on your browser and version, the prompts may include the following questions. Please respond accordingly.

Browser Security QuestionAction
Run the following add-on: ‘Java (TM) SE Runtime Environment 6 Update 38’ from ‘Sun Microsystems, Inc.’.Allow or Run
Java (TM) License AgreementAccept
Multiple warnings displaying “Warning – Security: The application’s digital signature has an error. Do you want to run the application?”
* A Java file signed by Ellucian (the vendor for Banner)
* A file supplied by Oracle (or Oracle of America, INC.)
Run

Once an add-on or application is applied, you should not see the warnings again. These warnings are normal and expected during first time use of Banner Forms on new machines.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


iOS 6.1 Upgrade causes problems for Exchange users and passcode locked iPhones
Posted 21 February 2013 by CCC Helpdesk
When? Since January 28, 2013
How long? Dependent on device’s current iOS
Why? iOS 6.1 has known issues with Exchange Mail synchronization and security issues with the lock screen.
We recommend not upgrading to iOS 6.1. Devices already upgraded to 6.1 should apply the 6.1.2 patch
Groups Affected Faculty, Staff, and Students with iOS devices connecting to WPI’s Exchange System
Impact * Poor performance of battery life and overheating
* Ability to bypass passcode lock and gain access to sensitive data
* Complications with the WPI Exchange calendar management
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI IT Staff are monitoring this issue and recommend the following steps to avoid further problems:

  • Do not upgrade to iOS 6.1
  • If you have already upgraded to iOS 6.1, please apply iOS 6.1.2 patch immediately.


We recommend managing an Exchange calendar from a computer by using either the Outlook client application or Outlook Web Access.

Upon the release of iOS 6.1 on January 28, 2013, many iOS devices experienced issues related to battery life and overheating. A recent technical article theorizes a connection to Exchange because iOS 6.1 devices may fall into a synchronization loop with Exchange mailbox servers causing huge amounts of traffic on the servers, which could result in an Exchange service outage at WPI. In other words, all Exchange services including e-mail, calendar, tasks, etc. would not be available for a period of time to all WPI members, regardless of connecting with iOS devices or a computer.

The iOS 6.1.2 update addresses the Exchange calendar bugs, but does not resolve the passcode lock vulnerability. For this reason WPI IT recommends that you not upgrade to iOS 6.1. If you have already upgraded to iOS 6.1, please apply the iOS 6.1.2 patch immediately.

WPI IT will continue to monitor the situation and update the community once more information is available.

Please contact the Helpdesk (508-831-5888 or helpdesk@wpi.edu) with any questions or concerns. Thank you for your patience and cooperation as we work to improve the services we provide.


myWPI Service is now available after unplanned outage
Posted 21 February 2013 by CCC Helpdesk
When? As of 11:15 AM, February 21, 2013
How long? myWPI was unavailable from 10:00 to 11:15 AM
Why? The backend storage for myWPI experienced a problem which caused access to myWPI to be unavailable
Groups Affected Faculty, Staff, and Students
Impact * Login access for students, faculty or staff is available
* Access for site maintainers to create or modify content is available
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Due to an issue with our storage server which provides the backend storage for Blackboard, the myWPI system was unavailable between 10:00 AM and 11:15 AM this morning. IT Staff addressed the problem and resolved the storage issue. The myWPI system was rebooted and service was restored.

We apologize for this interruption and appreciated your patience and cooperation as we worked to restore the system.
Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this incident.


Restart of services: myWPI/Blackboard version 9.1 at http://my.wpi.edu
Posted 12 February 2013 by CCC Helpdesk
When? Beginning at 11pm, Tuesday, 02/12/2013
How long? About 10 minutes, ending at 11:10pm ET
Why? To finalize several configuration changes, as requested by the vendor
Groups Affected Faculty, Staff and Students using the Blackboard 9.1 system at http://my.wpi.edu
Impact Throughout the maintenance, the Blackboard 9.1 server (located at http://my.wpi.edu) will be unavailable. This includes:

•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
At the request of Blackboard, several server configurations setting changes require a restart of services. myWPI will be offline for a period of only 5-10 minutes. We apologize for the inconvenience this planned downtime may cause and appreciate your understanding as we work to improve the systems we support.

Planned Banner and Argos Reporting Outages over weekends of Jan 19-20 and Jan 26-27
Posted 15 January 2013 by CCC Helpdesk
When? Banner Services 1/19 & 1/26 and ODSP Argos Reporting 1/19 to 20 & 1/26 to 27
How long? Banner Services 1/19 9am-11am & 1/26 8am-4pm; ODSP Argos Reporting 1/19-20 & 1/26-27
Why? To apply software upgrades to increase stability and security as well as maintain current versions
Groups Affected Faculty, Staff, and Students
Impact Banner and all services dependent on Banner will be unavailable during the outages. Services include but are not limited to:

- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- *Third Party Software and Banner integration,
such as Folderwave, Cashnet, Cbord, etc.

ODSP maintenance only affects Argos Reporting.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
January 19-20th (Sat-Sun):
In order to increase stability and security as well as maintain current versions, we will upgrade PROD and ODSP from Oracle 11.2.0.2 to Oracle 11.2.0.3 over two weekends. Banner and all services dependent on Banner will be unavailable for approximately two hours beginning at 9:00am and ending at 11:00am on Saturday, January 19. ODSP maintenance will begin at 9:00am as well but will be down for approximately two days from Saturday, January 19 through Sunday, January 20. ODSP maintenance only affects Argos Reporting.

January 26-27th (Sat-Sun):
We plan to complete the upgrades over the weekend of January 26 to 27. Banner and all services dependent on Banner will be unavailable for approximately eight hours beginning at 8:00am and ending at 4:00pm on Saturday, January 26. ODSP maintenance will begin at 8:00am as well but will be down for approximately two days from Saturday, January 26 through Sunday, January 27. ODSP maintenance only affects Argos Reporting.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


Holiday Break – Helpdesk Closure & Office Equipment Shutdown Recommendation
Posted 21 December 2012 by CCC Helpdesk
When? 5:00 pm (EST) on Fri 12/21/2012 through 8:00 am (EST) Wed, 1/2/2013
How long? During the Holiday Break
Why? Office closure and recommendation to reduce energy consumption during break
Groups Affected WPI Community
Impact Helpdesk Availability:
All Helpdesk services will be unavailable during this time, including:
- Call Center services (using 508.831.5888 or ext. 5888)
- Walk up service in the Gordon Library
- Email response via helpdesk@wpi.edu (see details)

WPI Office Equipment Shutdown - Recommendation
Employees are asked to safely shut down office equipment before leaving for the break and power equipment back on at start of business Wednesday.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk will be closed in observance of the holiday break starting at 5:00pm on Friday, December 21, and will reopen at 8:00 AM on Wednesday, January 2. During the holiday closure, urgent issues requiring the attention of emergency off-hours personnel should be reported via an email to helpdeskalert@wpi.edu.

All Helpdesk services will be unavailable during this time, including:
- Call Center services (phone support using 508.831.5888 or ext. 5888)
- Walk up service in the Gordon Library
- Email response via helpdesk@wpi.edu. Messages will be processed and senders will receive an automated response, but issues will not be attended to by Helpdesk staff until the Helpdesk reopens on Wednesday, January 2nd.

As mentioned yesterday by the Eco Reps at WPI, taking small actions can lead to big savings so help WPI save energy. Please safely shut down ALL office equipment including computers, monitors, printers, copiers, fax machines and scanners. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you for your cooperation, and happy holidays from the Helpdesk!

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Update: Planned Banner Outages 12/21 to 12/23 and again on 1/5/2013
Posted 21 December 2012 by CCC Helpdesk
When? Fri, 12/21 3:00pm to Sun, 12/23 3:00pm (for Banner Student upgrade); Saturday, 01/05/13 from 7:00am until 10:00pm (for HR 8.6 & 8.7 upgrade)
How long? Approximately 2 days for the Banner Student upgrade; Approximately 1 day for the HR 8.6 & 8.7 upgrade
Why? To upgrade Banner Production to Student 8.5 and HR 8.6/8.7
Groups Affected All faculty, staff, and students. All services dependent upon Banner.
Impact Banner and all services dependent on Banner will be unavailable, including but not limited to:
- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- *Third Party Software and Banner integration, such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, December 21, 2012 from 3:00 PM until 3:00 PM on Sunday, December 23, 2012 and again on Saturday, 01/05/13 from 7:00am until 10:00pm, our Banner Production database will be upgraded to Student 8.5 and HR 8.6/8.7. This is an on-going system upgrade from our vendor Ellucian. This routine maintenance will enable WPI to remain in a supported configuration.

We have reserved two days for the Banner Student upgrade and one day for the HR 8.6 & 8.7 upgrade. If the maintenance is not complete in the allotted time or if WPI experiences inclement weather causing the school to be shut down, another outage will be planned during an agreed upon time with the least impact possible to business operations.

All Banner services will be unavailable during this extensive upgrade. Information Technology staff have been working with the Division Information Analysts (IAs) to test specific Banner modules in preparation for this major upgrade. Specific concerns about impact to business processes should be directed to the appropriate Division IA.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

Extended System Maintenance: myWPI/Blackboard version 9.1 at http://my.wpi.edu
Posted 19 December 2012 by CCC Helpdesk
When? Beginning at 5am, Friday, 01/04/2013
How long? About 9 hours - Ending at approximately 2:00pm
Why? To apply the latest security patches and system updates prior to the official start of C-term/Spring
Groups Affected Faculty, Staff and Students using the Blackboard 9.1 system at http://my.wpi.edu
Impact During the duration of the maintenance, the Blackboard 9.1 server (located at http://my.wpi.edu) will be unavailable for use. This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
System updates need to be applied to the myWPI/Blackboard 9.1 system. In order to reduce disruption, IT has scheduled the downtime after Fall/B-term grades are due to the Registrar’s office and prior to the official start of C-term/Spring.

We apologize for the inconvenience this planned downtime may cause and appreciate your understanding as we work to improve the systems we support.

Frequently Asked Questions
Here are some answers to questions users may have about the maintenance:

What about Fall/B-term grades?
This maintenance has been scheduled to occur after course grades were due to the Registrar on Tuesday, December 18th at 5:00pm ET.

Students may check their final course grades online from the Student Web Information System. Course sites remain available for 21 days after the end of a term, so students will still be able to access their B-term/Fall sites following the site maintenance to review grades on individual assignments or to submit files for Incompletes. If you need a course site to remain available for longer than 21 days after the end of B-term, send a request to myhelp@wpi.edu Please note this request must come from a course instructor or administrator.

I need content for a course/organization/project-group site. What should I do?
Course or Organization site requests will still be processed before and after the upgrade, usually within two business days. The request form can be accessed here.

What will happen if I am working on a course or organization site on the myWPI server prior to the maintenance? Will I lose my content?
No content will be lost in any myWPI sites. You will simply lose access to your site during the maintenance. Following the maintenance, all content and structure will remain as it did before.

Thank you for your patience while we work to ensure the security and reliability of the systems we support.

Planned Banner Outages 12/21 to 12/23 and again on 12/27/2012
Posted 12 December 2012 by CCC Helpdesk
When? Fri, 12/21 3:00pm to Sun, 12/23 3:00pm (for Banner Student upgrade); Thu, 12/27 from 7:00am until 10:00pm (for HR 8.6 & 8.7 upgrade)
How long? Approximately 2 days for the Banner Student upgrade; Approximately 1 day for the HR 8.6 & 8.7 upgrade
Why? To upgrade Banner Production to Student 8.5 and HR 8.6/8.7
Groups Affected All faculty, staff, and students. All services dependent upon Banner.
Impact Banner and all services dependent on Banner will be unavailable, including but not limited to:
- Banner Self Service (including account creation)
- Banner Production Forms (INB)
- Argos reporting against Banner PROD
- ODBC connections for reporting
- Data loading
- *Third Party Software and Banner integration, such as Folderwave, Cashnet, Cbord, etc.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, December 21, 2012 from 3:00 PM until 3:00 PM on Sunday, December 23, 2012 and again on Thursday, December 27 from 7:00am until 10:00pm, our Banner Production database will be upgraded to Student 8.5 and HR 8.6/8.7. This is an on-going system upgrade from our vendor Ellucian. This routine maintenance will enable WPI to remain in a supported configuration.

We have reserved two days for the Banner Student upgrade and one day for the HR 8.6 & 8.7 upgrade. If the maintenance is not complete in the allotted time or if WPI experiences inclement weather causing the school to be shut down, another outage will be planned during an agreed upon time with the least impact possible to business operations.

All Banner services will be unavailable during this extensive upgrade. Information Technology staff have been working with the Division Information Analysts (IAs) to test specific Banner modules in preparation for this major upgrade. Specific concerns about impact to business processes should be directed to the appropriate Division IA.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


IT News: Problems reported with Mapping File Shares on \\admin.wpi.edu
Posted 12 December 2012 by CCC Helpdesk
When? Current, as of 7:00 AM 12/12/2012 ET
How long? Ongoing
Why? Under investigation
Groups Affected Some Faculty, Staff, and Students using file shares on \\admin.wpi.edu on Windows machines. Mac users are unaffected.
Impact Data stored on \\admin.wpi.edu may not be accessible via standard drive mapping
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As of 7:00 AM today, December 12, 2012 there have been some reports of issues accessing mapped drives on admin.wpi.edu. While many have not been affected and not all drives seem to have the issue, some are reporting ongoing problems. IT system administrators are presently working on a solution. If you are having problems, the file shares can still be accessed using the workaround below.

Mac users are not affected and no data has been lost.

Workaround:
1. Click on the Start globe to locate “Search programs and files”.
2. Type the full name of the file share (Example: \\admin.wpi.edu\fc\helpdesk).
3. Click “Enter”.
4. This will open a folder window and you will be able to browse the files directly.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) if you need assistance with the workaround, or have any questions or concerns regarding this issue.

Thank you for your patience and cooperation as we work to restore normal operations for this important service.

WPI Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Thanksgiving Break – Helpdesk Closure & Office Equipment Shutdown Recommendation
Posted 20 November 2012 by CCC Helpdesk
When? Noon (EST) on Wed 11/21 through 11:00 AM (EST) Sun, 11/25
How long? During the Thanksgiving Holiday Break
Why? Office closure and recommendation to reduce energy consumption during break
Groups Affected WPI Community
Impact Helpdesk Availability
All Helpdesk services will be unavailable during this time, including:
- Call Center services (using 508.831.5888 or ext. 5888)
- Walk up service in the Gordon Library
- Email response via helpdesk@wpi.edu (see details)

WPI Office Equipment Shutdown - Recommendation
Employees are asked to safely shut down office equipment before leaving for the break and power equipment back on at start of business Monday.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk will be closed in observance of the Thanksgiving Holiday starting at 12:00pm on Wednesday, November 21, and will reopen at 11:00 AM on Sunday, November 25. During the holiday closure, urgent issues requiring the attention of emergency off-hours personnel should be reported via an email to helpdeskalert@wpi.edu.

All Helpdesk services will be unavailable during this time, including:
- Call Center services (phone support using 508.831.5888 or ext. 5888)
- Walk up service in the Gordon Library
- Email response via helpdesk@wpi.edu. Messages will be processed and senders will receive an automated response, but issues will not be attended to by Helpdesk staff until the Helpdesk reopens on Sunday.

Over the Thanksgiving break, we recommend that all unnecessary office equipment be powered off. Taking these necessary precautions will result in cost savings for WPI from decreased power utilization. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you for your cooperation, and Happy Thanksgiving from the Helpdesk!

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.


Exchange Mail – Server Failure (Fixed)
Posted 24 October 2012 by CCC Helpdesk
When? First reported at 7:00am this morning, now resolved.
How long? Approximately four hours in total. Residual issues may ensue as we are working to restore services to full capacity.
Why? Server Failure
Groups Affected Some faculty, staff, and resource mailboxes
Impact Affected users were unable to access OWA or connect to Exchange via Outlook or mobile devices. Email sent during this down time to the affected mailboxes was queued for later delivery.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We have restored services after an email server issue early this morning. Affected users were unable to access OWA or connect to Exchange via Outlook or mobile devices. Email sent during this down time to the affected mailboxes was queued for later delivery.

Thank you for your patience as we worked to restore services to the WPI community. Please contact the Helpdesk (call Ext. 5888 or email helpdesk@wpi.edu with any questions or concerns.


Exchange Mail – Server Failure
Posted 24 October 2012 by CCC Helpdesk
When? First reported at 7:00am this morning
How long? Unsure, we are working to restore services as quickly as possible
Why? Server Failure
Groups Affected Some faculty, staff, and resource mailboxes
Impact Affected users are unable to access OWA or connect to Exchange via Outlook or mobile devices. Email sent during this down time to the affected mailboxes will be queued for later delivery.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are currently working to restore services after an email server issue early this morning. Affected users are unable to access OWA or connect to Exchange via Outlook or mobile devices. Email sent during this down time to the affected mailboxes will be queued for later delivery.

Thank you for your patience as we work to restore services to the WPI community. Please contact the Helpdesk (call Ext. 5888) with any questions or concerns. If staff or faculty in your department did not receive this notice they are welcome to contact the Helpdesk to confirm if they are affected, and/or receive a call back when services are restored.

Guidance on the new Apple Mobile Device OS (iOS 6)
Posted 15 October 2012 by CCC Helpdesk
When? As of September 19, 2012
How long? Until a fix is available from Apple
Why? iOS 6 bug affects meeting invitations in Microsoft Exchange
Groups Affected Faculty, Staff, and Students whose Apple mobile devices run iOS 6, the latest Apple operating system
Impact Intermittent issue caused when calendar meeting responses are declined from devices running iOS 6.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On September 19, 2012, Apple Inc. released iOS 6, a new version of its operating system for mobile devices such as the iPhone and iPad. Issues have been reported that declined meeting responses are not sent correctly. In a few instances when a meeting was declined from an Apple mobile device running iOS 6, a meeting cancellation notice was sent to the entire invite list, rather than just the meeting organizer. This effectively cancels the invitation for all attendees. When working properly, it should only send the declined response to the meeting organizer. Both Apple and Microsoft are aware of the issue, but a fix is not yet available.

We have also seen an issue with wireless connectivity where a mobile device appears to connect to the wireless network but receives zero data though WiFi. Instead, the data is transmitted through Cellular Data connections which can rapidly increase Cellular Data usage.

We suggest NOT upgradingyour Apple mobile device to iOS 6. If you have an iPhone 5 or have already upgraded a device to iOS 6, please do not decline meeting requests from your Apple device until further notice.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


IT News: Exchange Mail – Intermittent Availability 9/23/12
Posted 24 September 2012 by CCC Helpdesk
When? Sunday, September 23, 2012 11:00 AM – 8:30 PM EDT
How long? Intermittent
Why? Server Failure
Groups Affected Some Faculty and Staff Mailboxes
Impact Affected users were unable to access OWA or connect to Exchange via Outlook or mobile devices
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Beginning at 11 AM and continuing intermittently throughout the day on Sunday, a portion of the Faculty/Staff mailboxes were unavailable from any Exchange mail client (OWA, Desktop mail clients, Mobile mail clients).

Access to mail was restored by 8:30 PM. No mail was lost during this outage. Undelivered mail was spooled for delivery when the mailboxes were again available. Mail sent during this time may have taken several hours to arrive.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to support this system.


eGADS system on ECE server unavailable 8/27 to 9/4
Posted 22 August 2012 by CCC Helpdesk
When? Monday, August 27, 2012, 9:00 a.m. ET
How long? Until Tuesday, September 4, 2012, 9:00 a.m. ET
Why? To migrate eGADS data from the ECE server to IT servers in order to ensure the system is ready for use during the Fall semester, 2012-13.
Groups Affected Faculty and Staff currently using eGADS
Impact Graduate student application processing using eGADS (review, accept, deny) will be unavailable during the migration.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Over the summer IT staff, along with Bob Brown’s support, began the process of managing the web-based graduate application review system known as eGADS (Electronic Graduate Application Decision System). The eGADS system has been enhanced based on feedback and suggestions of its users. IT Staff will continue improving eGADS between now and the Fall term.

In order to ensure the system is ready for use in the fall, it will be taken offline for final testing. It will be unavailable from Monday, August 27th at 9:00am until Tuesday, September 4th, 2012, at 9:00am. During this time, all applications and credentials will be available for review on the K: drive (\\admin\fc\gradadm_grapp_review). Programs that are not yet using the web-based system will continue to do business as usual.

Departmental graduate administrators should already have received an invitation to our first workshops. Once the updated system is live, there will be additional workshops to introduce and review its features.

Sourceforge Migration to Fusion Forge on August 9th
Posted 6 August 2012 by CCC Helpdesk
When? Thursday, August 9, 2012, beginning at 6:00 AM
How long? Approximately Six Hours (Until 12:00 PM)
Why? To migrate source code projects, repository, and documents to a new collaboration system known as fusion.wpi.edu.
Groups Affected Faculty, Staff and Students using Sourceforge
Impact Access to https://sourceforge.wpi.edu will be unavailable while data is migrated to the new system.

This includes:
•No logins to the source forge server.
•No access to the source code repository.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Because of a change in licensing, WPI will be migrating from the Collabnet collaboration software (known as source forge or team forge) to a new open-source collaboration software named fusion forge (http://fusion.wpi.edu).

As part of the migration, any Sourceforge user accounts and projects with activity from August 1, 2011 to the present will be migrated to the new fusion system. If you discover that a project was not migrated please contact the Helpdesk and request a project migration. Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu. The last day for project migration requests will be October 12, 2012. The source forge server will be permanently shut down on this date as well.

Post migration details:
•CVS repositories will no longer be supported in the fusion system. Migrated CVS repositories will be automatically converted to SVN as part of the migration process.
•The new fusion forge system will support GIT.
•Access to the fusion system will now use the standard WPI username and password to log in to the system.
•The existing source forge server will be read only once the migration is completed and will be shut down on October 12, 2012.


Building Network Maintenance - August 2, 2012
Posted 30 July 2012 by CCC Helpdesk
When? Thursday, August 2, 2012 beginning at 10:00 AM (EDT)
How long? 15 minutes for each building.
The maintenance will begin at 10:00 AM and should end by 10:00 PM on Thursday,
Why? Maintenance on the WPI network switches is required to address known security and functional issues.
Groups Affected Daytime: Campus Residences, Dormitories (except those below), and Greek Houses
Evening: Kaven Hall, Bartlett Center, Morgan Hall, Press Box, 37 Lee Street, Jeppson House, Hughes House, Daniels Hall, Stoddard C, Boynton Hall, East Hall, 85 Prescott Street, Founders Hall
Impact Disruption of network services for 15 minutes in each building should be expected during this scheduled maintenance window. Community members should take note of this possibility and plan their work accordingly.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Thursday, August 2, 2012 between 10:00 AM and 10:00 PM, Information Security & Networking will be upgrading building switch software to address known security and functional issues.

Disruption of network services of 15 minutes in each building should be expected during this scheduled maintenance window. Buildings that contain academic & administrative offices will be done after business hours.

All network services and any IT services dependent upon network services may be impacted within the affected buildings including but not limited to:

* Internet access
* VPN (Virtual Private Network) access
* myWPI
* Email (no email will be lost)
* WPI Web site
* Network File Storage access
* Printing to network printers
* IP Telephones

Thank you for your understanding and cooperation as we work to improve these critical pieces of equipment.

Inline attachment feature of Outlook Web Access will be disabled immediately
Posted 25 July 2012 by CCC Helpdesk
When? Wednesday, July 25, 2012 4:30 PM EDT
How long? Temporary: pending patch availability
Why? Due to a security vulnerability in Oracle’s Outside In libraries which are utilized by Exchange, it is necessary to disable the inline attachment viewing feature in Outlook Web Access (OWA)
Groups Affected Faculty, Staff, and Students who connect to OWA (exchange.wpi.edu)
Impact Minimal. Per the Microsoft advisory (see details), attachments may no longer be viewable within the browser when using Outlook Web Access (OWA). Attachments will still be downloadable for viewing on your PC or mobile device.

When the final patch is available and applied, the feature will be re-enabled.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Tuesday, July 24, 2012, Microsoft released Security Advisory 2737111 (http://technet.microsoft.com/en-us/security/advisory/2737111) which detailed reports of vulnerabilities in Oracle’s Outside In libraries which are utilized by Exchange and SharePoint. As a result of this it is necessary to disable the inline attachment viewing feature in Outlook Web Access (OWA).

This does not affect Outlook for the PC or Mac, nor does it affect mobile Exchange clients. OWA is the only system affected.

WPI’s SharePoint implementation does not use the affected features and is not affected.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process. Thank you for your patience and cooperation as we work to improve the systems we support.


Wimba (Web Conferencing) Server Upgrade – beginning July 14, 2012 4:00 PM EST
Posted 9 July 2012 by CCC Helpdesk
When? Beginning at 4 pm, Saturday 7/14
How long? Ending at approximately 7:30 am, Sunday 7/15
Why? Wimba (web conferencing vendor) server upgrade
Groups Affected Faculty, Staff and Students using Wimba Classroom
Impact Throughout the duration of the maintenance, Wimba Classroom (accessed directly from http://wpiclassroom.wimba.com or from http://my.wpi.edu, http://blackboard.wpi.edu ) will be unavailable.

This includes:
•No Wimba Classroom login access for students, faculty or staff
•No Wimba Classroom access for administrators

There will be a very brief interruption of services on both my.WPI.edu and Blackboard.wpi.edu at approximately 7-7:30 am, Sunday 7/15 while Wimba is brought back online.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Wimba, our web conferencing vendor, will perform maintenance and upgrades to our Wimba Classroom server. This upgrade includes bug fixes to MP4 downloads and browser compatibility.

In order to complete the update a very brief interruption of services on both my.WPI.edu and Blackboard.wpi.edu will occur from approximately 7:00 am to 7:30 am, Sunday 7/15 while Wimba is brought back online. Except for this short interruption, other services on my.WPI.edu and Blackboard.wpi.edu will remain available (excluding Wimba Classroom).

We apologize for the inconvenience this planned downtime may cause and appreciate your understanding as we work to improve the systems we support.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Planned Banner Outage
Posted 22 June 2012 by CCC Helpdesk
When? Friday, June 22nd 7:00 PM (EDT)
How long? Lasting about 1 hour
Why? An upgrade to our Production ODS database to version 8.3
Groups Affected All faculty, staff, and students
Impact Banner and all services dependent on Banner will be unavailable, including but not limited to:
* Banner Self Service (including account creation)
* Banner INB
* Argos reporting
* ODBC connections for reporting
* ODS reporting
* Data loading
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, June 22, 2012 from 7:00 PM – 8:00PM our production Banner database will be unavailable during a portion of the ODS upgrade that requires exclusive access to the Banner database. As soon as that portion of the upgrade is complete, access to the Banner database will be restored.

Thank you for your understanding and cooperation as we work to improve the services we offer to the WPI community.


Extended System Maintenance: myWPI/Blackboard version 9.1 at http://blackboard.wpi.edu
Posted 20 April 2012 by CCC Helpdesk
When? Beginning at 9am, Saturday 5/5
How long? Ending at approximately 11:59pm, Saturday 5/5
Why? To apply the latest security patches and system updates prior to the official start of E-term
Groups Affected Faculty, Staff and Students using the Blackboard 9.1 system at http://blackboard.wpi.edu
Impact During the duration of the maintenance, the Blackboard 9.1 server (located at http://blackboard.wpi.edu ) will be unavailable for use.

This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content

Access to the myWPI/Blackboard 8 system at http://blackboard.wpi.edu will NOT be impacted during this planned downtime.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Security patches and system updates need to be applied to the myWPI/Blackboard 9.1 system. In order to reduce disruption, IT has scheduled the downtime after Spring/D-term grades are due to the Registrar’s office and prior to the official start of E-term.

We apologize for the inconvenience this planned downtime may cause and appreciate your understanding as we work to improve the systems we support.

Frequently Asked Questions
Here are some answers to questions users may have about the maintenance:

What about Spring-D-term grades?
This maintenance has been scheduled to occur after course grades are due to the Registrar on Friday, May 4th, 2012 at 5:00 PM (EDT).

Students may check their final course grades online from the Student Web Information System. Course sites remain available for 21 days after the end of a term, so students will still be able to access their C-term sites following the site maintenance to review grades on individual assignments or to submit files for Incompletes. If you need a course site to remain available for longer than 21 days after the end of C-term, send a request to myhelp@wpi.edu Please note this request must come from a course instructor or administrator.

I need a course/organization/project-group site. What should I do?
Course or Organization site requests will still be processed before and after the upgrade, usually within two business days.

What will happen if I am working on a course or organization site on the Blackboard 9.1 server prior to the maintenance? Will I lose my content?
No content will be lost in any myWPI/Blackboard 9.1 sites. You will simply lose access to your site during the maintenance. Following the maintenance, all content and structure will remain as it did before.

Thank you,
Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Banner Job Submission Moving Off Jake (VMS) – March 5, 2012 at Noon EST
Posted 27 February 2012 by CCC Helpdesk
When? Monday, March 5, 2012 at Noon EST
How long? Permanent
Why? The VMS server (Jake.wpi.edu) is being retired.
Groups Affected Faculty, Staff, and Work Study Students who connect to Jake.wpi.edu
Impact All services provided by Jake.wpi.edu will be affected.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The VMS system running on the server Jake.wpi.edu will be retired on May 1, 2012 due to obsolete hardware and limited support availability.

Phase 1: The VMS/Windows Migration occurs March 5, 2012 when Banner Production job submission moves from Jake to Windows. As of noon on March 5, 2012 these changes can be expected:

    Banner Production job submission will be moving from Jake (VMS) to Windows. If you run jobs in Banner Production you will see slightly different behavior, as follows:

    • Job output will reside in your “My_Documents” on filer.wpi.edu (R drive) in a folder named “Jobsubmission”.
    • The job notification emails will still be received, but the subject line text will be different.
    • Reports will not be automatically printed. One of the job notification emails will contain a link to a pdf file. After the job finishes, you can print the file or save to any location you have access to, such as a business share. (In Banner you cannot set a default saving location for the PDF file prior to running the job.)

    Any additional tasks not noted above that you accomplish by logging into Jake.wpi.edu need to be communicated to the Information Analyst (IA) for your division.


Phase 2: Additional information about remaining services on jake.wpi.edu will be forthcoming prior to May 1, 2012.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.


WPI Phone Instability (Resolved)
Posted 15 February 2012 by CCC Helpdesk
When? First noticed at 2:46pm today
How long? Approximately an hour and a half
Why? An unexpected issue occurred with the phone switch resulting in system instability.
Groups Affected Anyone trying to make or receive calls during the mentioned time above.
Impact Calls may have been dropped or users may have received a busy tone or "all circuits busy" message when attempting to place a call.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This issue is now resolved.

On February 15th, we experienced an issue with our phone switch leading to unexpected system instability. This issue lead to a temporary but severe reduction in the call handling capability of the phone system.

Users may have experienced dropped calls, busy circuits, or other erratic behavior.

We greatly apologize for any inconvenience this may have caused and believe this issue to be resolved at this time. Should additional issues still be occurring, or if you have any questions, please contact the Helpdesk. Thank you for your understanding.


RESTORED: Unplanned Outage - myWPI version 8 at http://my.wpi.edu
Posted 24 January 2012 by CCC Helpdesk
When? Beginning around 2:00 pm EST this afternoon, January 24, 2012
How long? Services were restored at approximately 3:15 pm EST today
Why? The server that provides access to myWPI version 8 experienced unexpected downtime. Systems administrators are actively working with Blackboard to determine the root of the problem.
Groups Affected Faculty, Staff and Students using myWPI version 8
Impact Access to myWPI version 8 at http://my.wpi.edu was down for a period of time this afternoon. Access to the pilot Blackboard 9 server at http://blackboard.wpi.edu was NOT impacted during this time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Systems administrators are actively working with Blackboard to determine the root of the problem.

We apologize for the inconvenience caused by this unplanned outage and appreciate your understanding.

Thank you,
Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


SharePoint Server Upgrade and Content Migration – 1/10/2012 8:00 AM EST
Posted 4 January 2012 by CCC Helpdesk
When? Starting Tuesday, January 10, 2012 at 8:00 am EST
How long? 8 Hours
Why? In order to improve SharePoint services to the WPI Community
Groups Affected Student project and organization content will be migrated to the new server.
Impact Student content will be set to read-only on the current server. Students will be able to upload content to the new server after the completion of the migration
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are migrating to a new SharePoint 2010 environment on new systems. This upgrade will provide users with greater reliability, increased performance, additional features, and will allow us to continue to improve document management services to serve the changing needs of the WPI community.

Currently there are two tiers of sites for SharePoint. You can identify them by the start of the url:
https://home.sharepoint.wpi.edu – Academic and administrative department sites, General campus use
https://student.sharepoint.wpi.edu – Student Projects, Student organizations, Student research sites

We are planning on migrating only student sites at this time and we will work with individual departments to plan a time to migrate the “home.sharepoint” sites.

Data will be available at all times during migration. We will set all sites to “Read Only” to prevent data loss during the transition, and we will maintain the read only sites through the end of the term to provide continuity with any existing links that people may have to various documents. The only impact is that students will be unable to upload any new content until they transition to the new server.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you for your patience and cooperation as we work to improve the systems we support.

What is changing:
•New URL
oThe new url for the site will be https://sharepoint.wpi.edu.
oThe site that was previously https://student.sharepoint.wpi.edu/mqp/Project2012 would now be https://sharepoint.wpi.edu/mqp/Project2012.

•Increased 3rd Party Browser support
oThe SharePoint 2010 provides increased support for Chrome, Firefox, and Safari.

•Office Web Apps
oThe Office Documents (Excel, Word, PowerPoint) will be able to be viewed and edited through web applications without needing to download data or have Office installed.
oThe Office Web Apps are supported on IE, Chrome, Firefox, and Safari
oFor more information on the new features, please go to http://www.wpi.edu/+sharepoint.

What to expect:
•“student.sharepoint.wpi.edu” sites: These will be available for access throughout the migration, but access will be read only. Read only access will continue through the end of the term. Full access will only be available on the new server.
•“home.sharepoint.wpi.edu” sites: There will be no change to these sites. Owners of these sites will be contacted to arrange migration to the new server.
•The look and feel of migrated sites will not immediately change on the new server and will still behave just as they did on the old server. Site owners will be provided information on how to upgrade the look and feel at a later date.


Helpdesk Automatic Call Distribution Downtime
Posted 22 November 2011 by CCC Helpdesk
When? Wednesday, November 23, 2011, 8:00 A .M. (EST)
How long? Approximately 2 hours
Why? Helpdesk Automatic Call Distribution system maintenance
Groups Affected Helpdesk phone customers
Impact During the downtime Helpdesk calls will be received, but callers will not be presented with the Helpdesk phone menu and options.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk Automatic Call Distribution (ACD) system will undergo maintenance between 8:00 a.m. and 10 a.m. (EST) on Wednesday, November 23, 2011. During the maintenance, calls will be received by Helpdesk agents, but callers will not be presented with the Helpdesk phone menu and options. Callers will not have the option to leave voicemail if an agent is not available to answer your call. We thank you for your patience as we work to improve this system.

Weekend Patches - November 18, 2011
Posted 18 November 2011 by CCC Helpdesk
When? Overnight November 18, 2011
How long? Installation may take approximately a half hour, and may occur over the weekend if the computer is left on.
Why? In order to install larger than normal windows patches.
Groups Affected Systems with early installations of Windows 7 and Windows Vista and XP with older versions of Internet Explorer
Impact Starting November 18, 2011 we will be targeting some computers with specific updates. Affected computers were deployed with early versions Windows 7 or are Windows Vista and XP machines that are running older versions of Internet Explorer.

Systems will have the patches installed and reboot over the weekend to minimize office downtime. However, systems that are unavailable prior to end of business on Friday 11/18/2011 will receive these patches on the morning of Monday 11/21/2011 and prompt users to restart their machines.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Starting November 18, 2011 we will be targeting some computers with specific updates. Affected computers were deployed with early versions Windows 7 or are Windows Vista and XP machines that are running older versions of Internet Explorer.

Systems will have the patches installed and reboot over the weekend to minimize office downtime. However, systems that are unavailable prior to end of business on Friday 11/18/2011 will receive these patches on the morning of Monday 11/21/2011 and prompt users to restart their machines.

Installation may take approximately a half hour, and may occur over the weekend if the computer is left on.

Thank you for your understanding and cooperation as we continue to maintain the health and security of our systems.


WordPress Upgrade
Posted 19 October 2011 by CCC Helpdesk
When? Thursday, October 20th starting at 01:00 pm
How long? Approximately 2 hours
Why? WordPress will be upgraded to the latest version
Groups Affected Those looking to access (view and edit) sites/blogs on WPI's WordPress server
Impact WordPress will be down during this time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WordPress will be unavailable while the upgrade is being applied. The upgrade is expected to last less than 1 hour but may take up to two hours.

The upgrade includes several new features including:
•A refreshed layout
•Improved site performance
•New editor bar when logged in and viewing a page
•CAS Login (WPI usernames will be required to edit pages/posts)
•Several bug fixes


Filer (personal storage) Unavailable – Quick Reboot Required
Posted 17 October 2011 by CCC Helpdesk
When? Tomorrow, October 18th starting at 06:00 am
How long? Approximately 10 minutes
Why? A reboot is needed for maintenance purposes.
Groups Affected Staff, faculty, and students
Impact Filer will not be available during the mentioned down time. If you plan to be working during that time, please copy files locally and upload them back to your filer directory following the down time. Should you need assistance with how to do so, please contact the Helpdesk.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A quick reboot of our filer server (personal storage) is needed for maintenance purposes. We will be doing so tomorrow at 6:00 am, which will last approximately 10 minutes.

Should you have any questions or concerns, please contact the Helpdesk. Thank you for your understanding as we work to improve the services that we offer WPI.

Required Network Maintenance, Exchange Email Outage - October 18, 2011 7:00 PM – 1:00 AM (EDT)
Posted 5 October 2011 by CCC Helpdesk
When? Tuesday, October 18, 2011 beginning at 7:00 PM (EDT)
How long? Approximately 6 hours.

The maintenance will begin at 7:00 PM and should end by 1:00 AM on Wednesday, October 19. Disruption of network services and no access to Exchange email should be expected during this scheduled maintenance window.

Why? Maintenance on the WPI network core routers is required to support new hardware and to upgrade router software. Short disruptions of network services should be expected during this scheduled maintenance window.

As a protective measure, Exchange Email will be unavailable while the network maintenance is taking place.
Groups Affected All faculty, staff, and students.
Impact Periods of network instability should be expected during the maintenance window. Community members should take note of this possibility and plan their work accordingly.


All network services and any IT services dependent upon network services may be impacted including but not limited to:

  • Internet access
  • VPN (Virtual Private Network) access
  • myWPI
  • Email
  • WPI Web site
  • Network File Storage access
  • IP Telephone connections
  • Telephone Automated Attendant on 508-831-5000, x5000 and 0 (operator).
  • Printing to network printers
All Exchange Email services will be unavailable during the network maintenance including:

  • Outlook web access via exchange.wpi.edu
  • Outlook client (send/receive)
  • ActiveSync connections by mobile devices (phones and tablets)
All email will be delivered following service restoration. No email will be lost, delivery will just be delayed.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Tuesday, October 18, 2011 between 7:00 PM and 1:00 AM, Information Security & Networking will be working with Juniper Networks to perform network maintenance upgrading the router software to fix known stability and security issues, and enable more redundancy features.

During the maintenance, there will be interruptions in network services while redundant components switch over to backups. Six hours have been reserved to ensure ample time to complete the upgrade and address configuration issues.

As a protective measure, Exchange Email will be unavailable while the network maintenance is taking place. Mail will not be lost – it will be queued for delivery and will be delivered following the successful completion of the network maintenance.

Thank you for your understanding and cooperation as we work to improve these critical pieces of equipment.


Helpdesk Closed on Sunday, 8/28/2011
Posted 26 August 2011 by CCC Helpdesk
When? Sunday, August 28, 2011
How long? Until WPI resumes normal business hours
Why? Due to forecasted inclement weather.
Groups Affected WPI Community members
Impact All Helpdesk services will be unavailable during the day on Sunday, including:
- Call Center services (phone support using 508.831.5888 or ext. 5888)
- Walk up service in the Gordon Library
- Email response via helpdesk@wpi.edu. Messages will processed and senders will receive an automated response, but issues will not be processed by Helpdesk staff until WPI business hours resume.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
No Helpdesk services will be available during the day on Sunday, August 28, 2011. Helpdesk will respond to all issues when WPI resumes normal business hours following the storm.

Thank you for your patience and understanding.

WPI Spam Filter Upgrade - Brief Email Outage
Posted 4 August 2011 by CCC Helpdesk
When? Sunday, August 7, from 8:00 am - 8:30 am
How long? Approximately 30 minutes
Why? We will be updating PureMessage virus/spam quarantine software from version 5 to version 6.
Groups Affected WPI students, staff, faculty, and alumni
Impact During the downtime, email arrival or transmission may be delayed up to 30 minutes.

If you have quarantined messages, please log in to check them prior to the upgrade: https://smtp.wpi.edu:28443. All quarantined messages will be cleared following the upgrade.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Sunday August 7th we will be performing an upgrade of our PureMessage software. As a result, there will be a downtime for approximately 30 minutes. Following the upgrade, sending/receiving of email will resume.

If you have quarantined messages, please log in here to check them prior to the upgrade: https://smtp.wpi.edu:28443. All previous quarantined messages will be cleared.

If the upgrade is performed prior to you checking your quarantine (resulting in a missed email) contact the Helpdesk. Please include information about the sender, date and time in your request. We will do our best to assist you.

Please direct any questions or concerns to the Helpdesk. Thank you for your patience while we work to improve the services we offer the campus.


Planned Banner Outage: Sunday, July 17th
Posted 15 July 2011 by CCC Helpdesk
When? Sunday, July 17, from 7:00 AM to 7:00 PM (EDT)
How long? 12 hours reserved. The maintenance will begin at 7:00 AM and should end by 7:00 PM Sunday
Why? Our Production Banner system fails to capture new data and propagate them to our Production ODS system. This Banner Outage is necessary to restage Banner tables in ODS.
Groups Affected All faculty, staff, and students. All services dependent upon Banner.
Impact Banner and all services dependent on Banner will be unavailable, including but not limited to:
* Banner Self Service (including account creation)
* Banner INB
* Argos reporting
* ODBC connections for reporting
* ODS reporting
* Data loading
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Sunday, July 17, 2011 from 7:00 AM to 7:00 PM our production Banner databases will be restarted in restricted mode. The restage process will copy Banner data over to ODS. This will enable WPI to keep our ODS data in synch with Banner and to make our reports accurate.

All Banner services will be unavailable during this restage process.

Thank you for your understanding and cooperation as we work to improve the services we offer to the WPI community.


WPI Email Hub Disruption - Resolved
Posted 24 June 2011 by CCC Helpdesk
When? June 23rd, 2011
How long? Lasted one Hour
Why? Our email hub was attacked yesterday causing a brief disruption. Email services were restored shortly after by IT.
Groups Affected WPI Staff, Faculty, and Students
Impact All mail was queued and delivered following the disruption. This issue was resolved yesterday evening. Email was not lost as a result of the disruption.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
At 3pm yesterday our email hub was attacked, a brief disruption occurred as a result. Email services were restored one hour later. All mail was queued and delivered following the disruption, email was not lost.

We apologize about any inconvenience this may have caused. Please direct any questions or concerns to the Helpdesk. Thank you.

Planned Banner Outage: Friday, June 10th – Sunday, June 12th
Posted 6 June 2011 by CCC Helpdesk
When? Friday, June 10, 5:00 PM – Sunday, June 12, 5:00 PM (EDT)
How long? 48 hours reserved. The maintenance will begin at 5:00 PM and should end by 5:00 PM Sunday.
Why? Our Production Banner system will be upgraded to Oracle 11g. This is necessary to remain running on a supported platform.
Groups Affected All faculty, staff, and students. All services dependent upon Banner.
Impact Banner and all services dependent on Banner will be unavailable, including but not limited to:
* Banner Self Service (including account creation)
* Banner INB
* Argos reporting
* ODBC connections for reporting
* ODS reporting
* Data loading
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, June 10, 2011 from 5:00 PM until 5:00 PM on Sunday, June 12, 2011 our production Banner databases will be upgraded to Oracle 11g. This will enable WPI to remain in a supported configuration.

All Banner services will be unavailable during this extensive upgrade.

Thank you for your understanding and cooperation as we work to improve the services we offer to the WPI community.

Sourceforge - VPN Restriction Lifted
Posted 18 May 2011 by CCC Helpdesk
When? Currently in place
How long? Henceforth
Why? We have decided to remove the internet block on Sourceforge.
Groups Affected WPI Staff, Faculty, and Students who use Sourceforge.
Impact The WPI VPN is no longer needed to access Sourceforge from off campus.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We have lifted the requirement for the WPI VPN when accessing Sourceforge from off campus. Please contact the Helpdesk with any questions or concerns you may have. Thank you.


Network Maintenance in Fuller Labs Main Server Room
Posted 18 May 2011 by CCC Helpdesk
When? May 21, 2011 9:00 AM - 3:00 PM (EST)
How long? 6 hours reserved. The maintenance will begin at 9:00 AM and end by 3:00 PM.
Why? An upgrade of the network in WPI's main server room in Fuller Labs is required to support new network applications, including faster server connections and future storage solutions. Short disruptions of network servers & services should be expected during this scheduled maintenance window.
Groups Affected All faculty, staff, and students. All IT services dependent upon the servers in the Fuller Labs main server room.
Impact Periods of server unavailability should be expected during the maintenance window. Community members should take note of this possibility and plan their work accordingly. General WPI campus network access and Internet access will NOT be affected by this maintenance. The WPI-Wireless and WPI-Guest wireless LAN networks may be briefly and intermittently unavailable.

All network servers and any IT services dependent upon these network servers may be impacted including but not limited to:

* VPN (Virtual Private Network) access
* WPI-Wireless and WPI-Guest wireless LAN (WiFi) access
* WPI web sites
* WPI IT Windows Domain (recently consolidated)
* Network File Storage access
* Printing to network printers
* myWPI
* Banner
* Email access
* UNIX login and compute clusters
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Saturday, May 21, 2011 between 9:00 AM and 3:00 PM, Information Security & Networking will be replacing network equipment in the main server room in Fuller Labs. The upgraded hardware will enable numerous future performance enhancements, most notably 10 Gigabit server connections for high speed applications, including research computing and network storage upgrades.

This will result in a number of short interruptions in network services as each rack is switched to the new hardware. 6 hours have been reserved as a contingency in case there are problems with the upgrade and reconfiguration.

Internet connectivity throughout campus (including Fuller Labs) will not be affected and will remain up and available throughout this maintenance.

Thank you for your understanding and cooperation as we work to improve WPI's critical infrastructure.


Bannerweb (bannerweb.wpi.edu) & Banner PROD login issues – RESOLVED!
Posted 9 May 2011 by CCC Helpdesk
When? Issue began this morning Monday, May 9, 2011 at about 10:00 am
How long? Resolved today at 11:30 am
Why? Changes related to this weekend’s Windows domain consolidation interfered with the use of Windows credentials to authenticate to Bannerweb and Banner Production (PROD). A work-around was available during the outage.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact This issue is now RESOLVED.

WPI Community members should once again be able to authenticate to impacted Banner resources using the Windows username and password combination. The Banner resources known to be impacted included:
 Banner Forms (Production)
 Bannerweb (bannerweb.wpi.edu)

The following actions may be required, depending upon the web browser in use

Internet Explorer
When using Internet Explorer (IE), opening a new window or tab is required.

FireFox
When using FireFox, clearing the browser cache may be required.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Thank you for your patience and understanding as we worked to restore access to these important services.

Bannerweb users have multiple authentication options. In addition to Windows authentication, you can authenticate using your WPI ID number (found on your WPI ID Card) and your PIN number. During this morning’s disruption, this method worked as an alternative authentication method.

All Bannerweb users are encouraged to set a Security Question & Answer. Configuring this question will allow self-service PIN reset functionality which can be invoked when other authentication methods fail.

How do I reset the Banner PIN?
Use the Reset PIN button
WPI Faculty, Staff and Students can reset their own Banner PIN!
• Reset the PIN without need of contacting a WPI department
• A valid WPI ID Number must be provided
• This feature uses the Banner security question to validate identity. A correct answer to the security question is required to successfully reset the PIN.

What if I haven’t set a Banner Security Question?
The following steps will allow an already authenticated user to reset their PIN or update their Security Question:

While logged in to Bannerweb (bannerweb.wpi.edu), Click on Personal Information

To Change Banner PIN
Click on Change PIN and follow the instructions to set a PIN

To Change Banner Security Question
Click on Change Security Question and follow the instructions to set a new Security Question.



Implementation of WPI Login Name & E-Mail Address Standard
Posted 3 May 2011 by CCC Helpdesk
When? As of May 9th, 2011
How long? Ongoing
Why? To prepare for research collaboration with other universities, future implementation of administrative systems and automation of existing manual processes as part of WPI’s Identity Management initiative.
Groups Affected All new WPI account holders, including incoming students and new employees, etc. (current students and employees are NOT affected).
Impact New login names and e-mail addresses will be created using a pre-defined standard.

Current account holders will retain their existing login name.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI has adopted a new login name and e-mail address standard (approved by the IT Governance Committee at its March 2011 meeting) which will be applied to all new WPI accounts for students, employees, etc.:

•The standard will follow the first initial-middle initial-last name convention. For example, John A. Smith would receive the login jasmith and e-mail address jasmith@wpi.edu.
•Additional identities that result in the same login will be provisioned with a number appended to the login (i.e. James A. Smith will receive the login jasmith2 and e-mail jasmith2@wpi.edu).
•Login names (but not account access) will be retained indefinitely.

The login name standard will be applied to new accounts only. All current account holders, including students and employees, will retain their current login and e-mail address.

Thank you for your cooperation as we work to improve the services we provide.


Planned Network Maintenance - May 9
Posted 3 May 2011 by CCC Helpdesk
When? May 9, 2011 9:00 PM - 3:00 AM (EST)
How long? 6 hours reserved. The maintenance will begin at 9:00 PM and should end by 3:00 AM.
Why? Maintenance on the WPI network core routers is required to support new hardware and upgrade the router software.Short disruptions of network services should be expected during this scheduled maintenance window.
Groups Affected All faculty, staff, and students. All IT services dependent upon network connectivity.
Impact Periods of network instability should be expected during the maintenance window. Community members should take note of this possibility and plan their work accordingly.

All network services and any IT services dependent upon network services may be impacted including but not limited to:
* Internet access
* VPN (Virtual Private Network) access
* ADMIN and STUDENT Windows Domains
* myWPI
* Email
* WPI Web site
* Network File Storage access
* IP Telephone connections
* Printing to network printers
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu or contact Information Security & Networking by calling x6666 or email netops@wpi.edu.

Details
On Monday, May 9, 2011 between 9:00 PM and 3:00 AM, Information Security & Networking will be working with Juniper Networks to perform network maintenance to upgrade the router software to support new hardware and enable more redundancy features.

This will result in a few short interruptions in network services while redundant components switch over to backups. 6 hours have been reserved as a contingency in case there are problems with the upgrade and reconfiguration.

Thank you for your understanding and cooperation as we work to improve these critical pieces of equipment.


Windows Domain Consolidation
Posted 22 April 2011 by CCC Helpdesk
When? Starting Saturday, May 7, 2011 at 5:00 am EDT. Completion estimated by 3:00 pm EDT.
How long? Permanent
Why? In order to simplify the WPI Windows Domain environment
Groups Affected All Students
Impact Email and access to WPI resources may be intermittent during the day for students.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In order to simplify the WPI Windows Domain environment, we are moving to consolidate the STUDENT domain within the ADMIN domain.

This will allow us to better serve the community by reducing duplication of efforts by having multiple domains for users to log into. This will also reduce some of the systems needed to manage multiple domains, providing savings to the university.

Students may have intermittent access to WPI resources as we move accounts from STUDENT to ADMIN. If there are access problems, we recommend waiting at least 15 minutes and try again.

Important Notes:
•After the migration, any time that students would use STUDENT\username, they would now use either username@wpi.edu or ADMIN\username.
•Students may be prompted to change their password upon first login. This will only occur if students access systems during the migration period. If you do not wish to change your password, just wait until the end of the day to access WPI resources.
•All file shares that are \\student\shares will now be \\admin\shares
(ex: \\student\courses\AR1101 will now be \\admin\courses\AR1101 )

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.


Discontinuation of SciFinder Desktop Client (Web Access Still Available)
Posted 20 April 2011 by CCC Helpdesk
When? June 30, 2011
How long? Permanently
Why? Due to increasing popularity and expanding customer use of the web version of SciFinder, Chemical Abstracts Service will be discontinuing the desktop client platform on June 30, 2011 for all U.S. and Canadian academic institutions.
Groups Affected WPI faculty, students, and staff who use the SciFinder desktop client
Impact Desktop clients will no longer work as of June 30, 2011. Following that date, the web version will be the only way to access SciFinder and the Chemical Abstracts Service database. The SciFinder client will be removed from all WPI lab computers and terminal servers. Individual WPI users are asked to remove the SciFinder client from their personal desktop machines as well.
Questions Please contact the library for information on accessing the web version and registering for a SciFinder user account. You can call the Library Information Desk at ext. 6700, or you can use the form at http://www.wpi.edu/academics/Library/Help/ask.html to submit your questions. Please contact the Helpdesk for information on removing the SciFinder desktop client.

Details
Due to increasing popularity and expanding customer use of the web version of SciFinder (also known as SciFinder Scholar), Chemical Abstracts Service will be discontinuing the client version of SciFinder at all U.S. and Canadian academic institutions on June 30, 2011. As of that date the web version will be the only way for WPI users to access SciFinder.

The web version has been available to WPI SciFinder users for nearly two years. If you aren’t using the web version yet, we encourage you sign up for a SciFinder user account today. Please see the Gordon Library’s SciFinder help page for details, https://www.wpi.edu/academics/Library/Collections/ER/Restrict/scifinder.html.

If you already have a SciFinder account you can access the web version at https://scifinder.cas.org/. Remember to use the WPI proxy server if you are accessing SciFinder from off campus.


Usenet News Server Upgrade April 22, 2011 8:00 AM - Noon (EDT)
Posted 19 April 2011 by CCC Helpdesk
When? Starting at 8:00 AM (EDT) on Friday, April 22, 2011
How long? Approximately 4 hours
Why? Usenet news server (nntp.wpi.edu) will be taken offline to move NNTP service to a new system.
Groups Affected WPI Community members who utilize WPI's Usenet news server, nntp.wpi.edu.
Impact Usenet news will be unavailable from WPI's local NNTP server during the upgrade. After the upgrade, some previously read articles might appear as new.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An upgrade of nntp.wpi.edu previously planned for the summer has been rescheduled for Friday, April 22, 2011 due to failing hardware.

Thank you for your understanding as we work to improve the services we provide.


Momentary Phone Interruptions - Alumni Gymnasium and Harrington Auditorium
Posted 14 April 2011 by CCC Helpdesk
When? Tomorrow, April 15th, starting at 7am and continuing until 5pm.
How long? Approximately Nine Hours (one minute per line, moved one at a time)
Why? As part of the Recreation Center construction project telephone feeds to Alumni Gymnasium and Harrington Auditorium need to be moved.
Groups Affected Anyone making phone calls into or out of Alumni Gymnasium or Harrington Auditorium.
Impact As each phone line is moved there will be an interruption of service for that individual line lasting about a minute.

While the line is being moved no calls can be made from the phone and the phone will not ring for an incoming call. Voice mail will be unaffected so callers can still leave a message.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As part of the Recreation Center construction project the phone lines servicing Alumni Gymnasium and Harrington Auditorium need to be relocated. To minimize the impact of this work, each phone line will be moved one at a time. As each phone line is moved there will be an interruption of service for that individual line lasting about a minute.

While the line is being moved no calls can be made from the phone and the phone will not ring for an incoming call. Voice mail will be unaffected so callers can still leave a message.

Although every effort will be made to check that the phone is not in use before moving the line there is the possibility that calls may be dropped or interrupted.

We apologize for any inconvenience this may cause.


Virtual Private Network (VPN) now required for off-campus access to WPI SourceForge (sourceforge.wpi.edu)
Posted 6 April 2011 by CCC Helpdesk
When? Beginning at 11:00 AM (EST) today, April 6th, 2011.
How long? Until further notice.
Why? In order to address specific and immediate security concerns, the VPN restriction must be added for off-campus access to the SourceForge project collaboration web application.
Groups Affected Only people who access SourceForge (sourceforge.wpi.edu) from an off-campus device will be affected by this change.
Impact Connecting to to SourceForge via sourceforge.wpi.edu from an off-campus device now requires an established VPN connection. Information about using the WPI VPN service from a Mac, Windows, or Linux device can be found online at: www.wpi.edu/+netops/VPN.

An active WPI user account is required to use the VPN. People using WPI Sourceforge who do not have an active WPI user account will be unable to connect to SourceForge from off-campus.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
SourceForge is a project collaboration web application used by faculty, staff and student groups to collaborate on various projects.

Security concerns have prompted us to take immediate action. Adding the VPN restriction adds a level of security that was missing from this service. We apologize for any inconvenience this required action may cause.

We appreciate your understanding as we work to ensure the security and stability of the systems we support.


Momentary Phone Interruptions - Alumni Gymnasium and Harrington Auditorium
Posted 4 April 2011 by CCC Helpdesk
When? Tomorrow, April 5th, starting at 7am and continuing until 5pm.
How long? Approximately Nine Hours (one minute per line, moved one at a time)
Why? As part of the Recreation Center construction project telephone feeds to Alumni Gymnasium and Harrington Auditorium need to be moved.
Groups Affected Anyone making phone calls into or out of Alumni Gymnasium or Harrington Auditorium.
Impact As each phone line is moved there will be an interruption of service for that individual line lasting about a minute.

While the line is being moved no calls can be made from the phone and the phone will not ring for an incoming call. Voice mail will be unaffected so callers can still leave a message.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As part of the Recreation Center construction project the phone lines servicing Alumni Gymnasium and Harrington Auditorium need to be relocated. To minimize the impact of this work, each phone line will be moved one at a time. As each phone line is moved there will be an interruption of service for that individual line lasting about a minute.

While the line is being moved no calls can be made from the phone and the phone will not ring for an incoming call. Voice mail will be unaffected so callers can still leave a message.

Although every effort will be made to check that the phone is not in use before moving the line there is the possibility that calls may be dropped or interrupted.

We apologize for any inconvenience this may cause.


Filer - Brief Outages to Occur this Evening
Posted 1 April 2011 by CCC Helpdesk
When? Between 5:30PM and 10:00PM today, 1 Apr 2011
How long? Several outages lasting about 10 minutes apiece.
Why? WPI's storage system vendor must apply a critical patch to filer.wpi.edu.
Groups Affected WPI Staff, Faculty, and Students looking to access files on \\filer.
Impact Files and webpages may be unavailable during the mentioned time above. See below for a full list of services affected.

We suggest downloading a local copy of documents needed during this time frame and upload them back to Filer after. Doing so will prevent corruption and ensure that files are available.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Outages lasting 10 minutes will occur later today in order to apply a patch to \\filer. Service will be transferred between primary and standby "filer" systems several times between 5:30pm and 10:00pm. There will be a brief interruption each time service is transferred.

The following services will be interrupted for up to 10 minutes at a time:
•Email will be delayed by several minutes.
•Shared drives on \\filer.wpi.edu will be unreachable.
•Web pages and Web-based services hosted at WPI may be sluggish.
•Unix terminal sessions may get "stuck" temporarily.

Thank you for your understanding while we work to improve the services we offer the WPI community. Should you have any questions or concerns, please contact the Helpdesk.


Filer - Brief Service Outage
Posted 29 March 2011 by CCC Helpdesk
When? Approximately 5:30PM today, 29 March 2011
How long? About 10 minutes.
Why? WPI's storage system vendor must apply a critical patch to filer.wpi.edu.
To prepare for the patch, service must be transferred between our primary and standby "filer" systems. There will be a brief interruption while service is transferred.
Groups Affected WPI Staff, Faculty, and Students looking to access files in their personal Filer directory.
Impact Documents on \\filer.wpi.edu will be unavailable for approximately 10 minutes.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A 10 minute interruption in service will occur at 5:30 pm today. The following services will be interrupted:

 Email will be delayed by several minutes.
 Shared drives on \\filer.wpi.edu will be unreachable.
 Web pages and Web-based services hosted at WPI may be sluggish.
 Unix terminal sessions may get "stuck" temporarily.

Thank you for your understanding as we work to improve the services we provide for the WPI community. Please contact the Helpdesk with questions and concerns at the contact information above. Thank you.


Sourceforge - VPN No Longer Needed
Posted 23 March 2011 by CCC Helpdesk
When? Currently in place
How long? Henceforth
Why? After the recent upgrade, we now are ready to lift the VPN restriction from off campus.
Groups Affected WPI Staff, Faculty, and Students who use Sourceforge.
Impact The WPI VPN is no longer needed to access Sourceforge from off campus.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We have lifted the requirement for the WPI VPN when accessing Sourceforge from off campus. Prior to the recent upgrade to TeamForge 5.4, we required the VPN for security purposes. We are now ready to lift this requirement.

Please contact the Helpdesk with any questions or concerns you may have. Thank you.


Please Update Your WPI Contact Information (Reminder)
Posted 10 March 2011 by CCC Helpdesk
When? As soon as possible
How long? N/A
Why? To ensure that WPI calls are routed to the proper extension and voicemail.
Groups Affected WPI Staff and Faculty
Impact Please log into Banner Web and verify that your WPI phone contact information is correct. Steps are provided below.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
To ensure that WPI calls are routed to the proper extension and voicemail, please log into Banner Web and verify that your WPI contact information is correct.

To do so, please see the following steps.

Please direct any questions to the Helpdesk. Thank you.


Banner Forms Unavailable at Noon Today (brief necessary outage)
Posted 8 March 2011 by CCC Helpdesk
When? Noon TODAY - Tuesday, March 8, 2011
How long? Less than 15 minutes
Why? In order to resolve a problem that we are currently experiencing with Banner Reporting, the server needs to be restarted.
Groups Affected Faculty and staff who use Banner Forms.
Impact The following Banner Services will be impacted by this brief outage:

-- Banner Forms (Production)

The reboot process should take only a few minutes.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A reboot is required to resolve current issues we are having with Banner reporting services. Expected downtime is less than 15 minutes.

The following Banner services will be unavailable during the reboot:
-Banner Forms (Production)

Thank you for your patience and understanding as we work to restore these important services.

Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


myWPI Planned Downtime – System Maintenance (03/11/2011)
Posted 4 March 2011 by CCC Helpdesk
When? 4:00 AM (EST) to 8:00 AM (EST) on Friday, March 11, 2011
How long? Approximately 4 hours
Why? In order to increase system performance, myWPI services will be restored to permanent production status.
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the maintenance, myWPI will be unavailable for use.
This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
System maintenance will be performed to restore myWPI services to a production state following the February 18, 2011 unplanned database server outage when myWPI services were moved to a temporary system. There will be no updates to the layout or features of myWPI. No action is required by users.

Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions
Here are some answers to questions users may have about the maintenance:

What about C-term grades?
This maintenance has been scheduled to occur after C-term course grades are due to the Registrar on Wednesday, March 9, 2011 at 5:00 PM (EDT) for Undergraduate courses.

Students may check their final course grades online from the Student Web Information System. Course sites remain available for 21 days after the end of a term, so students will still be able to access their C-term sites following the site maintenance to review grades on individual assignments or to submit files for Incompletes. If you need a course site to remain available for longer than 21 days after the end of C-term, send a request to myhelp@wpi.edu Please note this request must come from a course instructor or administrator.

I need a course/organization/project-group site. What should I do?
Course or Organization site requests will still be processed before and after the upgrade, usually within two business days.

What will happen if I am working on a course or organization site prior to the maintenance? Will I lose my content?
No content will be lost in any myWPI sites. You will simply lose access to your site during the maintenance. Following the maintenance, your myWPI site will appear exactly as it did before.

Following the maintenance, will I still be able to copy content from prior courses like I could before?
Yes, prior course content will still be available for copying into current and future course sites.


Some IT Services offline 2/26/2011 at 4 AM for required maintenance. SharePoint, Blackberry email, Office Communicator and more . . .
Posted 23 February 2011 by CCC Helpdesk
When? Saturday 2/26/2011 4AM-10AM (EST)
How long? Less than 6 hours
Why? This required database server maintenance is being scheduled to resolve lingering issues from the recent unplanned outage. IT Services dependent upon this database server will be offline during the maintenance.
Groups Affected Faculty, Staff, and Students
Impact Services and virtual applications listed in the details section of this notice will be affected and/or unavailible durring the downtime.

Please note that myWPI services will not be impacted by this maintenance.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday February 18th a key database server experienced a software failure that brought some IT Services offline. In order to restore services quickly, the server was put into a minimal working state. This state is less than ideal.

The goal of the scheduled maintenance is to bring the server back to full working order to mitigate the possibility of further unplanned disruptions.

Services Affected:
CMS - Website content management system (http://cms.wpi.edu)
Sharepoint - Collaboration sites (http://home.sharepoint.wpi.edu)
BES - BlackBerry Enterprise Services
Office Communicator Client (OCS)- Instant messenger, and video chat client
Account Maintenance -Account Creation and Password Reset (http://www.wpi.edu/+accounts)
Event Scheduling - RESOURCE25 (http://scheduling.wpi.edu)
Locks Administration - Locks on campus will continue to function; administration software will be offline
DIALVISION - Planned Giving Phone Room Software
fsaATLAS - International Student Database

Virtualized Applications Affected:
CES Edupack
Google Earth
Google Sketchup
Harvard Thermal TAS
Design of Machinery
HCS2000
LC-3
Stran4
Working Model
Crossfire Commander
SciFinder Scholar
MathCad
MD Solids
Nasa Worldwind
Polymath
DrRacket
R-Project
SPSS
X-Win33
iThinkAudacity CD Burner XP
Putty
ReadPlease
TeraTerm
TextPad
WinSCP
Sigmaplot
Camtasia
Snag-It
TecPlot
7-Zip

Please note that myWPI services will not be impacted by this maintenance.

Thank you for your understanding as we work to ensure the stability of the services we provide.


Increased Wireless IP Addresses
Posted 22 February 2011 by CCC Helpdesk
When? Now Avaialible
How long? Henceforth
Why? Wireless IP addresses were added to facilitate increased demand of mobile computing needs here at WPI.
Groups Affected Faculty, Staff, and Students
Impact Positive, more concurrent connections to the wireless network are now available throughout campus.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI Information Technology has doubled our IP address pool from approximately 2,000 to approximately 4,000 concurrent addresses to support increased mobile demand on campus. Connections to the entire WPI wireless network are more available as a result.

No additional configuration change is needed to connect if your device is already configured for the WPI wireless network.

More information about wireless networking.

Please direct any questions or concerns to the WPI Helpdesk. Thank you.


(Services now RESTORED) Unplanned Database Server Outage
Posted 18 February 2011 by CCC Helpdesk
When? Beginning around 6:30 am (EST) this morning
How long? Unknown at this time. Systems administrators are actively working with vendors to restore services.
Why? The server that provides database services for many IT services is under repair at
this time.
Groups Affected Faculty, Staff and Students
Impact Services known to be impacted include, but are not limited to:

• BES –BlackBerry Enterprise Services
• myWPI – (http://my.wpi.edu)
• CMS – Website content management system(http://cms.wpi.edu)
• Sharepoint http://home.sharepoint.wpi.edu)
• Office Communicator Client (OCS) – Instant messenger, and video chat client
• CCC Account Creation and Password Reset -Self-Service (http://www.wpi.edu/+accounts)
• Some Software Application Virtualization Services – (http://tsweb.wpi.edu)
• Event Scheduling - RESOURCE25 (http://scheduling.wpi.edu)
• Locks Administration – Basis - Locks on campus are working, just administration software is down
• Planned Giving Phone Room Software -DIALVISION
• International Student Database - fsaATLAS
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A team of systems administrators is actively working to repair the server and restore impacted services with vendor support as soon as possible. Updates will be provided as soon as new information is available.

We apologize for the inconvenience this unplanned outage will surely have and appreciate your understanding as we work to restore all impacted services.

Virtual Private Network (VPN) now required for off-campus access to WPI SourceForge (sourceforge.wpi.edu)
Posted 16 February 2011 by CCC Helpdesk
When? Beginning at 5:30 PM (EST) today, February 16, 2011.
How long? Until further notice.
Why? In order to address specific and immediate security concerns, the VPN restriction must be added for off-campus access to the SourceForge project collaboration web application.
Groups Affected Only people who access SourceForge (sourceforge.wpi.edu) from an off-campus device will be affected by this change.
Impact Connecting to to SourceForge via sourceforge.wpi.edu from an off-campus device now requires an established VPN connection. Information about using the WPI VPN service from a Mac, Windows, or Linux device can be found online at: www.wpi.edu/+netops/VPN.

An active WPI user account is required to use the VPN. People using WPI Sourceforge who do not have an active WPI user account will be unable to connect to SourceForge from off-campus.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
SourceForge is a project collaboration web application used by faculty, staff and student groups to collaborate on various projects.

Security concerns have prompted us to take immediate action. Adding the VPN restriction adds a level of security that was missing from this service. We apologize for any inconvenience this required action may cause.

We appreciate your understanding as we work to ensure the security and stability of the systems we support.


Resolved: SharePoint Document Library Issue (Unable to Check In and Out Properly)
Posted 24 January 2011 by CCC Helpdesk
When? Currently Occurring
How long? Unknown
Why? The cause is unknown at this time. We are exploring the possibility that there may be a communication issue with Office 2010 clients and our SharePoint server. We are working with Microsoft Support to find a timely resolution.
Groups Affected WPI students, staff, and faculty who use SharePoint to store and edit documents.
Impact SharePoint users will be unable to check in and check out documents properly.

It is suggested that users download documents by clicking “retrieve documents” by clicking the arrow next to the document and selecting "Send to" then "Download a Copy".

After finished working on a file, upload a copy of the updated file with a new file name until this issue is resolved.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI IT recently discovered that documents stored in SharePoint in a document library are currently not checking in and out properly. WPI IT is working hard to resolve this matter, and will notify the community once fixed.

Until resolved, please download documents by clicking “retrieve documents” by clicking the arrow next to the document and select "Send to" then "Download a Copy".

After finished working on a file, upload a copy of the updated file with a new file name until this issue is resolved.

We apologize for any inconvenience this may cause. If you have any questions or concerns please contact the WPI Helpdesk for assistance. Thank you for your understanding while we work to resolve this matter.


Resolved!: Recent myWPI service disruptions
Posted 24 January 2011 by CCC Helpdesk
When? Now Resolved
How long? N/A
Why? WPI IT has worked with Blackboard and found a solution to the disruptions that have been occurring.
Groups Affected Faculty, staff and students who use myWPI
Impact Positive; unplanned disruptions should no longer occur.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
After working with Blackboard WPI IT has resolved the previously posted issue concerning unplanned myWPI disruptions.

myWPI was experiencing short unplanned disruptions in service every six hours. myWPI stability is now restored.

Thank you for your understanding while we worked to resolve this issue. Please contact the Helpdesk if you have any questions or concerns.


Recent myWPI service disruptions (unplanned)
Posted 21 January 2011 by CCC Helpdesk
When? Daily at Midnight, 6 am, Noon, and 6 pm (EST)
How long? For the past week, myWPI Support has been tracking reports of short myWPI service disruptions.
Why? Disruptions have been happening at predictable intervals of Midnight, 6 am, Noon, and 6 pm (EST) for periods of several minutes. The cause of the disruptions is unknown at this time. Information Technology is actively working with the vendor to find a timely resolution.
Groups Affected Faculty, staff and students who use myWPI
Impact Login attempts during a service disruption events will fail.

Connected users may get disconnected or be unable to use myWPI features during one of these events.

This could impact quiz or test completion.
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
Information Technology staff have an open issue with BalckBoard, the myWPI software vendor, and continue to actively seeka timely resolution to this problem.

Until further notice, WPI Community members should plan their myWPI work around the specified timeframes to avoid potential problems.
- Midnight (EST)
- 6 am (EST)
- Noon (EST)
- 6 pm (EST)

Again, these disruptions are usually brief and service is generally restored shortly after each of the time frames listed above. Saving work in advance of the specified times or connecting to myWPI 15 minutes after the specified times is the most prudent way to minimize risk of disruption.

We apologize for the inconvenience and appreciate your understanding as we work to resolve this issue.

Microsoft Exchange Services restored as of 6:00 pm.
Posted 6 January 2011 by CCC Helpdesk
When? Helpdesk began receiving reports of issues with clients connecting to Exchange Services around 12:30 pm on Thursday, January 6, 2011.
How long? Intermittent issues were experienced throughout the afternoon.
Why? Unknown at this time. WPI IT continues to work with Microsoft Support to determine the cause.
Groups Affected All WPI Exchange email users
Impact Consumers of Exchange mail services were impacted by this service disruption. Affected clients included: Outlook, Outlook Web Access (OWA), and Mobile devices configured to receive mail from the Exchange server.

As of this posting, the search feature in Outlook Web Access was still recovering. The responsiveness of this service should improve over time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As of 6:00 pm (EST) on January 6, 2011, Exchange mail services were restored. The potential for further disruption exists, but WPI IT continues to work with Microsoft Support to determine a cause and implement a solution to prevent further issues.

We apologize for the inconvenience this unplanned service disruption has caused. We appreciate your understanding as we work to resolve these issues.


Office Equipment Shutdown (Recommendation)
Posted 22 December 2010 by CCC Helpdesk
When? Thursday December 23rd, 2010 – Monday January 3rd, 2011 (Start of Business)
How long? Over the Holiday Break
Why? The Helpdesk recommends that WPI Office equipment (computers, printers, copiers, etc.) be shut down over the holiday to reduce energy consumption and realize cost savings for WPI.
Groups Affected Staff and Faculty
Impact Office staff are asked to safely shut down office equipment before leaving for the holiday and turn it back on at start of business on Monday morning.

Taking the necessary precautions will result in cost savings for WPI from decreased power utilization.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk recommends that all unnecessary office equipment be powered off over the holiday. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you for your cooperation. Enjoy your Holiday!


myWPI Emergency Downtime (TONIGHT 12/17/2010)
Posted 17 December 2010 by CCC Helpdesk
When? Beginning at 10:30 PM (EST) TONIGHT, December 17, 2010
How long? Approximately two hours
Why? To install a critical system patch
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the maintenance, myWPI will be unavailable for use.
This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We will be installing a patch to fix an issue that impacts Instructors and TAs when attempting to download files from the Grade Center. We apologize for this inconvenience but since the current problem is affecting many faculty who are in the process of finalizing grades, which are due on Monday (graduate courses) or Tuesday (undergraduate courses), we have no recourse but to apply this fix as soon as possible

Frequently Asked Questions
Here are some answers to questions users may have about the maintenance:

What issue is this downtime addressing?
The myWPI Support Team received several reports today from Instructors and TA users that they were unable to download individual submissions through the Grade Center. Blackboard has supplied WPI with a patch that will resolve the issue. In order to prevent further disruption, we intend to apply the patch as soon as possible.

I need files before the patch is applied. Can I still retrieve them?
Files can be batch downloaded through the Grade Center. The issue only impacts individual user downloads.

What will happen if I am working on a course or organization site prior to the downtime? Will I lose my content?
No content will be lost in any myWPI sites. You will simply lose access to your site during the update. Following the update, your myWPI site will appear exactly as it did before.


myWPI Planned Downtime – System Maintenance (12/28/2010)
Posted 10 December 2010 by CCC Helpdesk
When? Beginning at 9:00 AM (EST) on Tuesday, December 28, 2010 through Thursday, December 30, 2010
How long? Approximately 48 hours
Why? To perform year-end system maintenance
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the maintenance, myWPI will be unavailable for use. This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We will be performing system maintenance of myWPI (http://my.wpi.edu) in order to ensure efficient system operation. There will be no updates to the layout or features of myWPI. No action is required by users.

Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions

Here are some answers to questions users may have about the maintenance:

What about B-term and Fall semester grades?

This maintenance has been scheduled to occur after B-term course grades are due to the Registrar on Monday, December 20, 2010 at 5:00 PM (EDT) for Graduate courses and Tuesday, December 21, 2010 at 5:00 PM (EDT) for Undergraduate courses (http://www.wpi.edu/Admin/Registrar/events403.html).

Students may check their final course grades online from the Student
Web Information System at http://bannerweb.wpi.edu. Course sites remain available for 21 days after the end of a term, so students will still be able to access their B-term sites following the site maintenance to review grades on individual assignments or to submit files for Incompletes. If you need a course site to remain available for longer than 21 days after the end of B-term, send a request to myhelp@wpi.edu. Please note this request must come from a course instructor or administrator.

I need a course/organization/project-group site. What should I do?

Course or Organization site requests submitted using the forms found at http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/forms.html will be processed when WPI reopens on or about January 3, 2011.

What will happen if I am working on a course or organization site prior to the maintenance? Will I lose my content?

No content will be lost in any myWPI sites. You will simply lose access to your site during the maintenance. Following the maintenance, your myWPI site will appear exactly as it did before.

Following the maintenance, will I still be able to copy content from prior courses like I could before?

Yes, prior course content will still be available for copying into current and future course sites.


Office Equipment Shutdown (Recommendation)
Posted 23 November 2010 by CCC Helpdesk
When? Wednesday November 24th, 2010 – Monday November, 29th 2010 (Start of Business)
How long? Over the Thanksgiving Holiday Break
Why? The Helpdesk recommends that WPI Office equipment (computers, printers, copiers, etc.) be shut down over the long holiday weekend to reduce energy consumption and realize cost savings for WPI.
Groups Affected Staff and Faculty
Impact Office staff are asked to safely shut down office equipment before leaving for the holiday weekend and turn it back on at start of business on Monday morning.

Taking the necessary precautions will result in cost savings for WPI from decreased power utilization.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk recommends that all unnecessary office equipment be powered off over the holiday weekend. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you for your cooperation. Enjoy your Holiday!


Non-essential IT Services will be taken offline for 24 hours, 10/22/2010 5:00 p.m. (EDT)
Posted 14 October 2010 by CCC Helpdesk
When? Friday, October 22, 2010 beginning at 5:00 p.m. (EDT)
How long? Non-essential systems will be offline for about 24 hours
Why? There is a faulty transfer switch in the power systems that provide backup power to the main Computer Room. The faulty switch needs to be repaired. In order to minimize potential disruption of IT services, non-essential systems will be taken offline in advance of the repairs and will be restored following the repairs.

To make these repairs, power must be transferred to an alternate power source. During the transition of power, all systems in the main Computer Room will be dependent upon battery backup power. To minimize the demand on the battery backup systems, non-essential systems will be taken offline prior to the power conversion and will remain offline until the maintenance has completed and power has reverted.
Groups Affected Consumers of WPI IT Services
Impact Non-essential services will be unavailable beginning at end of Business on Friday evening and will be restored approximately 24 hours later. Non-essential services will include test systems and those production systems that are not normally utilized outside of normal business hours (Monday through Friday from 8:00 AM to 5:00 pm.)

Some services may be impacted during the generator maintenance window. Every effort is being made to maintain core services for the duration of the maintenance, which include:

- WPI Network Services (Wired, Wireless, VPN)
- Email Services (Exchange, Squirrelmail, Blackberry Services)
- Banner Self-Service
- WPI Web Presence (WPI, Departmental and User pages)
- myWPI and Echo360 (lecture capturing)
- Windows Domain Services & Unix Login services
- Financial Systems (CBORD, Cashnet, Micros)
- Collaboration Services (SharePoint, OCS)
- File services (HOME, Filer, My Documents and \\admin\fc shares)
- Gordon Library catalog service
- MySQL database service

During the Power conversion windows specified above there is a risk that core services will be impacted. Precautions are being taken to minimize this risk.
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details

Repair Schedule


Friday, October 22, 2010 beginning at 5:00 p.m. (EDT)


- Non-essential IT systems will be taken offline

Saturday, October 23, 2010 – beginning at 7:00 a.m. (EDT)


- Faulty switch will be repaired
- Power conversion may happen during the specified times.
- Risk of service disruption will be highest during these windows:
  • 7:30-8:15 a.m.
  • 2:00-3:30 p.m.

- All Services should be restored by 5:00 p.m. (EDT)

Partial List of Non-essential services


The following systems and services will be shut down during the planned maintenance:
• CCC compute cluster
• Windows printing services
• Some Academic License servers
• CS compute cluster
• All Mathematical compute systems located in the CCC computer room.
• CCC computer room SMP systems:big16, tower, fourbanger and vex
• Webwork Mathematical web service
• WebMO computational chemistry web service
• Departmental Administrative applications (Maximo, Remedy, Judicial, etc)
• Academic Oracle database service
• The digitool and Theo Brown library web services.
• Sourceforge and Firstforge Collaboration web services.
• If.wpi.edu, Web Statistics, Socialweb and Webcheckout systems.

Thank you for your understanding and cooperation as we work to ensure the reliability of the services we provide.

Voicemail Outage (Meridian Mail) – Tonight 6:00-7:00 pm (EDT)
Posted 8 September 2010 by CCC Helpdesk
When? Starting at 6:00 P (EDT), Wednesday, September 8, 2010
How long? Approximately 1 hour
Why? The Meridian Mail voice mail system will be taken offline in order to install a software enhancement.
Groups Affected WPI Community members who utilize the Meridian Mail voice mail system
Impact During the outage:
• There will be no login access to the voicemail system.
• No new messages will be received or recorded.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In order to install a software enhancement to the Meridian voicemail system it will be necessary to shut down the voicemail system starting at 6:00 pm (EDT) tonight. The system should be down for about an hour.

Between approximately 6:00 pm and 7:00 pm, there will be no access to the voicemail system and no new messages will be received or recorded.

After successful completion of the installation, the system will return to its normal state with all prior greetings and messages intact.

Thank you for your understanding as we work to improve the services we provide.

Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Planned SourceForge Website Downtime (sourceforge.wpi.edu)
Posted 2 September 2010 by CCC Helpdesk
When? Wednesday, September 8th 2010 beginning at 5:00 am
How long? Approximately One Hour
Why? To migrate SourceForge data to the new WPI EMC Network area storage device.
Groups Affected Users of the mentioned SourceForge website
Impact Access to the SourceForge project collaboration website (sourceforge.wpi.edu) will be unavailable during this time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday September 8th, 2010 starting at 5:00 am the SourceForge collaboration website will be off line for one hour. The downtime will occur in order to migrate SourceForge data to the new WPI EMC Network area storage device.

Please direct questions or concerns to the Helpdesk. Thank you for your patience while we work to improve the services we offer to the WPI community.


Reporting Database Downtime for Argos, and Discoverer (ODS Software Upgrade)
Posted 30 August 2010 by CCC Helpdesk
When? Friday, September 3, 2010, approximately 1pm
How long? 2+ days
Why? Upgrading our production reporting database (ODSP) to the latest version
Groups Affected WPI staff who use the ODSP database for reporting purposes
Impact Report generation based on our production reporting database (ODSP) will be unavailable for the duration of the upgrade. Scheduled Argos jobs that use the database will not run, and Discoverer workbooks using the reporting database will not return data.

Banner Production Forms (INB) and Banner Self Service will NOT be impacted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Our production reporting database (ODSP) will be upgraded to the latest version (8.2.1) of the ODS (Operational Data Store) software. This is a major upgrade and will cause the ODSP database to be unavailable for reporting for the duration of the upgrade.

Reports that pull data from the ODSP database using any method, including Argos, Discoverer, Excel or any tool that connects to this database will not run.

Please contact the Helpdesk with any questions or concerns that you may have. Thank you for your patience while we work to improve the services we offer to the WPI community.


Voicemail Outage (Meridian Mail) – Tonight 6:00-7:00 pm (EDT)
Posted 24 August 2010 by CCC Helpdesk
When? Starting at 6:00 P (EDT), Tuesday, August 24, 2010
How long? Approximately 1 hour
Why? The Meridian Mail voice mail system will be taken offline in order to install a software enhancement.
Groups Affected WPI Community members who utilize the Meridian Mail voice mail system
Impact During the outage:
• There will be no login access to the voicemail system.
• No new messages will be received or recorded.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In order to install a software enhancement to the Meridian voicemail system it will be necessary to shut down the voicemail system starting at 6:00 pm (EDT) tonight. The system should be down for about an hour.

Between approximately 6:00 pm and 7:00 pm, there will be no access to the voicemail system and no new messages will be received or recorded.

After successful completion of the installation, the system will return to its normal state with all prior greetings and messages intact.

Thank you for your understanding as we work to improve the services we provide.

Helpdesk
Visit the Helpdesk in Gordon Library
http://www.wpi.edu/+helpdesk | helpdesk@wpi.edu
508.831.5888 | Ext. 5888


Helpdesk Availability 8/23/2010-9/06/2010
Posted 23 August 2010 by CCC Helpdesk
When? August 23rd, 2010 through September 6th, 2010
How long? About 2 weeks
Why? The Helpdesk expects high call volume during NSO, and during the first week of A-term.
Groups Affected WPI Community; faculty, staff and students
Impact Helpdesk expects unusually high call volume to New Student Orientation and the start of A-term.

Response times may be longer than usual and some callers may be diverted to voice mail. Callers who are diverted to voice mail during these times are asked to leave a detailed message. The Helpdesk will respond as quickly as possible. Response times are expected to be longer than usual.

The Helpdesk asks your patience and understanding as we work to serve all WPI community members.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Monday, August 23rd Helpdesk will be open from 8 am - 4 pm but closed from 4 p.m. – 6 p.m. to prepare for evening Computer Network Setup visits to the First Year Residence Halls. Helpdesk will re-open at 6 pm and close at 8 pm.

Tuesday, August 24th & Wednesday, August 25th and first week of A-term Helpdesk expects unusually high call volume on these days. Response times will be longer than usual and some callers may be diverted to voice mail.

We appreciate the understanding and support of the WPI Community as we work to address the needs of all those who seek our assistance. Thank you in advance for your patience during this busy time.


Personal File Server Upgrade (toaster.wpi.edu) – 8/20/2010 8:00 pm – 8/21/2010 Noon
Posted 19 August 2010 by CCC Helpdesk
When? Friday, August 20, 2010 beginning at 8:00 pm
How long? The upgrade process will take approximately 16 Hours to complete.
Why? A new server has been prepared for serving personal file storage needs. Existing content will be moved to the new server. The server named toaster.wpi.edu will be decommissioned and replaced with a new server named filer.wpi.edu.
Groups Affected WPI Faculty, Staff, Students, or WPI clubs/organizations with group accounts using toaster file storage.
Impact 8:00 PM – Upgrade begins
The upgrade process will involve freezing the status of the web and of users’ storage areas so that an exact copy can be moved to the new server. Files and web pages can be read during the move, but existing files cannot be modified and new files cannot be created.

9:00 pm – WPI Web site move complete
The WPI web site will be switched over to the new server and normal web operations will resume.

8:00 am on Saturday morning – File move complete
The user web server and user storage space will be switched over to the new server and reading and writing of files can resume in those areas.

Following the upgrade, personal file storage quota will increase to 3GB

The following services will be impacted by the upgrade (see Details section)
 Some Email services
 WPI departmental or personal web pages will be frozen from change
 Unix services
 Personal file storage will be frozen from change
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The following services will be impacted by the upgrade:
Email
There will be a disruption of email service for people who use procmail on the UNIX systems to process their mail.
• Incoming mail for these users only will not be delivered during the upgrade.
• Mail will be queued for delivery when the upgrade has completed.
• Normal delivery will resume at 8:00 am and queued messages will begin to be delivered then, too.

All other mail should flow normally throughout the entire period.

Web pages
• WPI Departmental web pages will be accessible, but not changeable, from 8:00 pm - 9:00 pm Friday evening.
• Personal web pages will be frozen from 8:00 pm through 8:00 am Saturday.

UNIX services
• During the upgrade, UNIX systems will accept login, but no updates can be made in user file spaces
• UNIX Services will be disrupted while servers are rebooted following the completion of the upgrade.
o Server reboots will begin at 8:00 AM on Saturday morning and should be completed by Noon
o During the server reboot stage, users should expect services to be occasionally unavailable.
o All IT services dependent upon UNIX servers or UNIX services will be impacted during this stage.
This includes but is not limited to services such as:
 VPN authentication
 Proxy authentication
 Account Maintenance
 Directory lookup

• The path to UNIX home directories will not change. It will remain: /home/username

File Storage
• There will only be read-only access to files stored on toaster.wpi.edu via Windows drive mapping (\\toaster.wpi.edu\username) from 8:00 pm through 8:00 am.
• At 8:00 am, access to personal storage will change to \\filer.wpi.edu\HOME
Note: there is no longer a need to specify your username when mapping the drive

What will happen to all my files?
All files previously stored on toaster.wpi.edu will be moved to the new server: filer.wpi.edu.
This process should take approximately 12 hours.

How do I access my files on the new server?
On WPI IT Managed Windows computers:
The drive mappings will be automatically updated following a reboot.

On personally owned computers:
Disconnect the drive mapping for toaster.wpi.edu and manually reconnect to \\filer.wpi.edu\HOME
1. Right-click on the Computer icon and choose Map Network Drive...
2. Select a free drive letter such as "R:" by clicking on the drop-down next to Drive:
3. In the Folder field, type the new path \\filer.wpi.edu\HOME

On Macintosh systems:
1. In Finder, select Go, then pick Connect to Server...
2. Enter smb://filer.wpi.edu/HOME and click Connect.

More operating system specific drive mapping instructions are available online.

We recognize the inconvenience this upgrade may cause as many WPI Community members prepare for the new academic year. It is our goal to complete the upgrade in advance of the academic term to minimize disruption to the important academic work that will begin on August 26, 2010.

Thank you in advance for your patience and understanding as we work to improve the services we provide.



Recent Network Instability
Posted 13 August 2010 by CCC Helpdesk
When? Ongoing
How long? Occasional issues with the WPI backbone began Thursday, August 12, 2010
Why? To resolve long-standing issues, the WPI Network backbone was replaced recently. The recent instability is a residual effect of the change. Network Operations staff have been actively working with vendor engineers to resolve the problem.
Groups Affected Faculty, Staff, and Students, visitors to WPI websites
Impact Disruption of network services can occur when the backbone becomes unstable. Service disruptions may impact the following services which are dependent upon stable network routing:
• Web browsing (on and off-campus)
• Internet access
• Email delivery
• Access to campus servers including license servers
• Use of network software
• Access to on-campus IT services such as: myWPI, SharePoint, OCS (Office Communications Server), etc.
• Access to File Shares
• Printing to network printers
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Since yesterday, we have been experiencing intermittent stability issues with the WPI Network.

What are we doing to minimize impact to faculty, staff and students?
Network Operations staff are working with Juniper engineers to resolve issues as they arise. While extensive testing was completed in advance, a certain amount of configuration issues can be expected when dealing with a network as complex as WPI’s. Network Operations and Juniper engineers have been on-site working through the night and will continue to maintain 24-hour watch over the systems for any signs of impending instability until the root cause is identified and a permanent resolution is applied.

What can I do?
We encourage the community to utilize best practices to minimize the impact of unplanned outages by frequently saving their files, allocating extra time to complete work, saving local backup copies of important files (such as presentations, lectures, or coursework) and preparing well in advance of critical deadlines.

We thank you for your understanding and patience as we work with the vendor to stabilize the network. If you have any questions or concerns, please contact the Helpdesk.


Relocation of the Helpdesk: August 3rd – August 6th (services impacted)
Posted 29 July 2010 by CCC Helpdesk
When? Move scheduled for August 3rd – August 6th
How long? Four days
Why? The Helpdesk will be moving to its permanent location on the entrance floor of Gordon Library (2nd floor to the right).
Groups Affected WPI students, faculty, and staff
Impact Helpdesk will be open with limited resources August 3rd – August 6th.
WPI community members who contact us during these days will experience delays in response and resolution times and are encouraged to leave a voice mail message. Someone will return your call as soon as possible.

Walk up services will not be available during this time.

People who have urgent requests are asked to plan accordingly and contact the Helpdesk prior to August 3rd.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As part of the Gordon Library renovation, the Helpdesk will be moving to permanent location on the entrance floor (2nd floor) of the Gordon Library.

Helpdesk response times during the move may be slower (duration is approximately three days). During that time, users are encouraged to leave a detailed voice message so that we can respond to requests as soon as possible. Walk up services will not be available during this time. People who have urgent requests are asked to plan accordingly and contact the Helpdesk prior to August 3rd.

Thank you in advance for your cooperation. Should you have any question or concerns please contact the WPI Helpdesk.


Maple 14 Now Available: Mac and Linux Manual License Install Required
Posted 28 July 2010 by CCC Helpdesk
When? Henceforth
How long? N/A (Not Applicable)
Why? Maple 14 is now available for the community to install. Maple 14 is not backwards compatible with earlier license server versions.
Groups Affected Mac and Linux users who wish to install Maple 14.
Impact A manual install of the license server is needed for Mac and Linux installations. Please see the details section for a link to the instructions.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Maple 14 is now available for the community to install (VPN required if off campus).
\\rivet.wpi.edu\applications\Maple

Maple 14 is not backwards compatible with earlier license server versions requiring Mac and Linux installations requiring a manual license installation. Windows users should be able to run the installer without a manual install of the license file.

To manually install the Mac or Linux license file, please see the install folders (linked above) for further instructions. A “how to Install Maple” or “Maple14-Linux-licensing” text file will provide specific steps.

Please contact the WPI Helpdesk for assistance or questions. Thank you.


Exchange E-Mail Delivery Issues – RESOLVED
Posted 9 July 2010 by CCC Helpdesk
When? 10:50 AM EDT Friday July 9, 2010
How long? The issues started overnight (around 2 am EDT) and were resolved around 10:45 am this morning
Why? An unexpected software problem caused mail delivery via specific routes to fail.
Groups Affected All WPI Faculty, Staff and Students who use Exchange.
Impact Mail delivery into Exchange from outside sources (UNIX and Internet senders) failed and generated bounce messages. Mail delivery within Exchange was not affected.

Helpdesk also received failure reports regarding delivery of documents emailed from PDF scanners to WPI mail recipients. These documents may need to be re-scanned.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Information Technology detected an issue with mail delivery to Exchange mail users early this morning. The issue was resolved around 10:50 am.

Mail delivery from external senders (those outside of WPI) to Exchange users failed and generated bounce messages. Outside senders who received delivery error reports (bounced message notices), will need to resend. Resent mail should deliver normally now.

Outgoing mail delivery - from WPI Exchange users to external recipients (those outside of WPI) - was not impacted by this issue and should have delivered normally.

We apologize for any inconvenience this outage may have caused. Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this issue.

Thank you.


Office Equipment Shutdown (Recommendation)
Posted 1 July 2010 by CCC Helpdesk
When? End of business on Friday, July 2nd, 2010
How long? For the duration of the July 4th holiday
Why? The Helpdesk recommends that WPI office equipment including computers, printers, copiers, etc. be powered down for the duration of the holiday.
Groups Affected WPI Staff and Faculty
Impact Employees are asked to safely power down office equipment before leaving for the holiday and turn it back on at start of business on Tuesday morning (July, 6th).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Taking the necessary precautions will result in cost savings for WPI from decreased power utilization. Thank you for your cooperation in this important endeavor.

Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you.

Changes to Outlook Web Access (OWA) Login Page
Posted 28 June 2010 by CCC Helpdesk
When? 7:00 am (EDT), July 9, 2010
How long? Permanent
Why? IT is updating the Outlook Web Access (OWA) login page to match the look and feel of WPI’s web site.
Groups Affected All WPI Faculty, Staff and Students who use Outlook Web Access.
Impact The login page will match the look and feel of WPI’s main web site and will no longer have a pop-up asking for your email address and password. You will enter your email address and password on the login page directly.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI Information Technology will update the login page of Outlook Web Access (OWA) to match the look and feel of the WPI main website.
The login process will also change at this time. Instead of clicking a link and entering your email address and password on a pop-up window, you will now enter your information directly on the web page.

Upon logging in, OWA will look the same as it has previously.

An example of the new look can be found on the existing OWA login page.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you.


Need Academic Software for Fall 2010? Submission deadline is July 1st, 2010!
Posted 16 June 2010 by CCC Helpdesk
When? Deadline to submit software requests: July 1st, 2010
How long? NA
Why? Information Technology staff need 6-8 weeks to fully test requested software for use in our environment.
Groups Affected WPI students, faculty, and staff
Impact Submit requests to the WPI Helpdesk via the Software Installation Request form

Requested software must be compatible with Windows 7 64-bit for use in campus computer labs.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Why the July 1st Deadline?
This deadline allows the Systems Administrators adequate time to test and configure the software for deployment in the labs prior to the start of the term. To ensure that required software is installed and working without disruption to A-term and B-term classes, Fall 2010 Software Requests must be submitted on time.

Is this a new policy?
This notice does not reflect any change in policy. Please see the CCC Software Installation Policy for more details regarding academic software requests.

How do I submit a request?
To complete the request form, simply visit: Software Installation Request form and click on the New button. When the form opens, complete the form and click on the Submit button when done.

If you experience troubles using SharePoint or completing the form, simply contact the Helpdesk.

Windows 7 Compatibility
Requested software must be compatible with Windows 7 64-bit for use in campus computer labs.

Questions?
Do not hesitate to contact the WPI Helpdesk with any questions or concerns you may have.


Phone System Unavailable starting at 6:00 PM (EDT) on 05/21/2010
Posted 18 May 2010 by CCC Helpdesk
When? Friday, May 21, 2010, beginning at 6:00 PM (EDT)
How long? Approximately 6 hours
Why? In order to upgrade the campus phone system, the system will have to be taken offline for a period of time. During the first hour, no campus phones will have service. Certain locations will experience disruption of phone service for the entire 6 hours.
Groups Affected Faculty, Staff, and Students, off-campus callers
Impact Between 6:00 pm and 7:00 pm
All campus phone services will be unavailable.
During this time:
• No outgoing calls can be made
• No incoming calls from off-campus callers can be received
• No internal calling (extension to extension) can be made
No emergency call boxes will work.
In the event of an emergency, please use your personal cell phone to:
o Call campus police at: 508.754.1889
OR
o dial 911

Between 6:00 pm and Midnight
Phone service will be unavailable at the following locations: Gateway Park and 85 Prescott Street
• During this time, no outgoing calls can be made from phones at these locations nor will any incoming calls be received.
• People in these locations are asked to plan accordingly and make other arrangements for phone service (such as a personal cell phone).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, May 21, 2010, beginning at 6:00 PM (EDT) and lasting about 6 hours, the campus phone system will be upgraded. During this time, no campus phone services will function. The WPI PBX (Private Branch Exchange) will be upgraded to enable enhanced functionality which will position WPI for future service offerings.

Emergency Call Boxes
WPI Community members should be advised that during this phone service outage, no campus emergency call boxes will work. In the event of an emergency, please use your personal cell phone to:


  • Call campus police at: 508.754.1889


  • OR

  • dial 911



Thank you for your patience while we work to improve the services we provide to the WPI Community.

Phone System Unavailable starting at 6:00 PM (EDT) on 05/07/2010
Posted 5 May 2010 by CCC Helpdesk
When? Friday, May 7, 2010, beginning at 6:00 PM (EDT)
How long? Approximately 6 hours
Why? In order to upgrade the campus phone system, the system will have to be taken offline for a period of time. During the first hour, no campus phones will have service. Certain locations will experience disruption of phone service for the entire 6 hours.
Groups Affected Faculty, Staff, and Students, off-campus callers
Impact Between 6:00 pm and 7:00 pm
All campus phone services will be unavailable.
During this time:
• No outgoing calls can be made
• No incoming calls from off-campus callers can be received
• No internal calling (extension to extension) can be made
• No emergency call boxes will work.
o In the event of an emergency, use your personal cell phone to call campus police at: 508.754.1889
o OR dial 911

Between 6:00 pm and Midnight
Phone service will be unavailable at the following locations: Gateway Park and 85 Prescott Street
• During this time, no outgoing calls can be made from phones at these locations nor will any incoming calls be received.
• People in these locations are asked to plan accordingly and make other arrangements for phone service (such as a personal cell phone).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, May 7, 2010, beginning at 6:00 PM (EDT) and lasting about 6 hours, the campus phone system will be upgraded. During this time, no campus phone services will function. The WPI PBX (Private Branch Exchange) will be upgraded to enable enhanced functionality which will position WPI for future service offerings.
Emergency Call Boxes
WPI Community members should be advised that during this phone service outage, no campus emergency call boxes will work.
o In the event of an emergency, use your personal cell phone to call campus police at: 508.754.1889
o OR dial 911

Thank you for your patience while we work to improve the services we provide to the WPI Community.

Relocation of the Helpdesk - May 6 & 7 (services impacted)
Posted 30 April 2010 by CCC Helpdesk
When? Move scheduled for May 6 & 7
How long? Helpdesk will be temporarily located in Gordon Library room 303 from May 6 through August 1, 2010
Why? As part of the ongoing Gordon Library renovation, the Helpdesk will be moving to its temporary location in room 303 of the Gordon Library. The Helpdesk will move from GL303 to the newly renovated location on the 2nd floor of the Gordon Library early in August.
Groups Affected WPI students, faculty, and staff
Impact Helpdesk will be open with limited resources May 5-7.
WPI community members who contact us during these days will experience delays in response and resolution times and are encouraged to leave a voice mail message. Someone will return your call as soon as possible.

Walk-in services will be unavailable on May 6th & 7th.
WPI Community members who require in-person assistance from the Helpdesk are advised to visit GL303 beginning May 10, 2010.

People who have non-urgent requests are asked to plan accordingly and contact the Helpdesk prior to May 5th or after May 10. Thank you in advance for your understanding and cooperation.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As part of the ongoing Gordon Library renovation, the Helpdesk will be moving to its temporary location in room 303 of the Gordon Library.

Please be aware that Helpdesk response times during the actual move, may be slower (duration is approximately three days). During that time, users are encouraged to leave a detailed voice message so that we can respond to requests as soon as possible.

The Helpdesk will move from GL303 to the newly renovated location on the 2nd floor of the Gordon Library early in August.

Thank you in advance for your cooperation. Should you have any question or concerns please contact the WPI Helpdesk.


ADP Computer Lab is being decommissioned – May 5, 2010
Posted 29 April 2010 by CCC Helpdesk
When? May 5, 2010
How long? Permanently
Why? Following the end of D-term, the ADP Computer Lab (room B12, Fuller Labs) will be decommissioned. This planned closure is part of the ongoing Gordon Library and Fuller Labs renovation project.
Groups Affected WPI students, faculty, and staff
Impact The ADP computer lab will no longer be available for use.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The ADP Computer Lab, located on the basement level of Fuller Laboratories will be unavailable for use after May 4, 2010. Please see the full CCC lab listing for alternative computer labs - some of which are available for use 24 hours a day using an active WPI ID.

All labs have our core, standard software configuration. Please note that a number of academic software titles can be utilized “at home” using Windows and Macintosh systems through Virtual Lab web services. More information on how to connect can be found here.

Learn more about the Gordon Library renovation project.

Thank you in advance for your cooperation. Should you have any question or concerns please contact the WPI Helpdesk.


Deployment Plans for Windows 7 to Lab Computers, Classroom machines, New systems
Posted 27 April 2010 by CCC Helpdesk
When? Beginning on May 5, 2010
How long? Henceforth
Why? Information Technology is preparing to deploy Microsoft Windows 7 to the campus computer labs and E-Classroom instructor workstations with the goal of completing the task by A-term 2010. Additionally, new computers delivered by IT to WPI faculty and staff will have Windows 7 installed by default.
Groups Affected WPI Faculty, Staff and Students
Impact In preparation for computer lab and electronic classroom rollout of Windows 7, computers in Salisbury Labs 123 will be upgraded to Windows 7 right after D-term ends. The WPI community is encouraged to use these machines for testing purposes.

Newly deployed Faculty and Staff computers will have Windows 7 installed by default. Tutorials are available through the Software Applications Instruction website.

** All computer lab software requests for A-Term must be made prior to July 1st , 2010 **
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Information Technology plans to deploy Microsoft Windows 7 64-bit Edition to the CCC Managed Labs, E-Classroom instructor workstations and new computers beginning this summer.

Test-drive Windows 7
Computers in SL123 will be available for testing after D-term ends. WPI IT encourages faculty, staff and students to experience the new operating system and test how it works with WPI-supported software before A-Term 2010. If you have a specific question regarding the Windows 7 lab deployment schedule, please contact the Helpdesk.

Academic Software & **A-term request deadline**
The CCC has been actively testing most academic software titles; to add a title to validation list contact the Helpdesk.

WPI’s Windows Software Installation Policy requires a minimum of 8 weeks notice for any computer lab software requests. In order to properly validate software compatibility with Windows 7, we must strictly adhere to this policy. As such, all requests for A-Term must be made prior to July 1st, 2010.

New Faculty and Staff computers will have Windows 7
Windows 7 will be installed on newly deployed faculty and staff computers. As with past releases of the Windows operating system, we do not plan to upgrade existing Windows XP and Windows Vista systems to Windows 7. WPI owned computers requiring a reimage will be imaged with Windows 7 by default moving forward.

Learn more about WPI supported operating systems.

Want to learn more about Windows 7?
Learn about using Windows 7 at WPI or contact Deb Dexter to schedule a remote training session and request a Windows 7 Quick Start Card.


myWPI Planned Downtime – System Maintenance (5/7-5/8)
Posted 30 March 2010 by CCC Helpdesk
When? Friday, May 07, 2010, 10:00 pm (EDT) to Saturday, May 08, 10:00 am (EDT)
How long? Approximately 12 hours
Why? To perform year-end system maintenance prior to the start of E-Term classes
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the maintenance, myWPI will be unavailable for use. This includes:

•No login access for students, faculty or staff

•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We will be performing system maintenance of myWPI (http://my.wpi.edu) in order to ensure efficient system operation. There will be no updates to the layout or features of myWPI. No action is required by users.

Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions
Here are some answers to questions users may have about the maintenance:

What about D-term grades?
This maintenance has been scheduled to occur after D-term course grades are due to the Registrar on Thursday, May 6, 2010 at 5:00 PM (EDT) for Graduate courses and Friday, May 7, 2010 at 5:00 PM (EDT) for Undergraduate courses (http://www.wpi.edu/Admin/Registrar/events403.html).

Students may check their final course grades online from the Student Web Information System at http://bannerweb.wpi.edu. Course sites remain available for 21 days after the end of a term, so students will still be able to access their D-term sites following the site maintenance to review grades on individual assignments or to submit files for Incompletes. If you need a course site to remain available for longer than 21 days after the end of D-term, send a request to myhelp@wpi.edu. Please note this request must come from a course instructor or administrator.

I need a course/organization/project-group site. What should I do?
Course or Organization site requests submitted using the forms found at http://www.wpi.edu/Academics/ATC/Collaboratory/HowTo/MyWPI/forms.html will still be processed before and after the maintenance during regular business hours. However, during the downtime, we will not be able to process any site requests. Any submissions during this time will be queued until after the maintenance is complete. myWPI course requests are typically completed within two business days of form submission.

What will happen if I am working on a course or organization site prior to the maintenance? Will I lose my content?
No content will be lost in any myWPI sites. You will simply lose access to your site during the maintenance. Following the maintenance, your myWPI site will appear exactly as it did before.

Following the maintenance, will I still be able to copy content from prior courses like I could before?
Yes, prior course

Hotmail, Live.com, and MSN blocked WPI Emails for a time over this past weekend.
Posted 29 March 2010 by CCC Helpdesk
When? The block began late Friday night and was lifted early this morning around 1:13 am
How long? Approximately 2 days
Why? Someone at WPI fell victim to a phishing scheme and provided their password to a phishing source. The compromised account was used to generate large amounts of SPAM. As a result, WPI email was blocked by MSN. A plea was made to MSN to release the block. The block was lifted early this morning.
Groups Affected WPI staff, faculty, and students trying to email @msn.com, @hotmail.com, and @live.com email accounts.
Impact Email sent from a wpi.edu email address to an email address ending in one of the following domain names bounced (failed to be delivered) while the block was in place.
@msn.com
@hotmail.com
@live.com

Affected email messages will need to be resent.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Over the weekend, Hotmail, Live.com, and MSN setup an email block that prevented WPI email accounts from successfully sending email to @msn.com, @hotmail.com, and @live.com accounts.

Why did this happen?
This block was a direct result of someone at WPI falling victim to a phishing scheme. The compromised WPI email account was used to generate high volumes of SPAM. To MSN, WPI appeared to be a SPAM source. To protect their members from attack, they blocked mail from WPI while they investigated.

More about Phishing . . .
Phishing schemes are common occurrences and as such all members of the WPI community must remain vigilant at all times. Phishing is a high-tech scam that often uses e-mail to deceive people into disclosing sensitive personal information that can then be used to enable identity theft. Please remember that:

No one in WPI IT will ever ask you for your password and you should never provide it.


Any such requests are fraudulent.

University and corporate computer accounts are desirable to spammers because our servers can send a lot of email very quickly.

How does the block get lifted?
After WPI IT addressed the issue of the compromised account, a plea was submitted to MSN asking that they lift the block. Fortunately, MSN worked quickly to address our request and lifted the block before the start of business this morning.

What can you do to protect WPI?
WPI relies on individual account owners to protect the entire community from such threats by maintaining strong passwords and keeping them secure. Beware of phishing attempts and report attempts to phishing@wpi.edu


myWPI Planned Downtime – System Upgrade (3/12/10)
Posted 8 March 2010 by CCC Helpdesk
When? Friday March 12, 2010, 5:00 am (EST) to 9:00 am (EST)
How long? Approximately 4 hours
Why? To upgrade the myWPI software
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the upgrade, myWPI will be unavailable for use. This includes:

•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This upgrade of myWPI (http://my.wpi.edu) will address known issues and provide security updates. No action is required by users.
Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions
Here are some answers to questions users may have about the upgrade:

What about C-term grades?
Course sites remain available for 21 days after the end of a term, so students will still be able to access their C-term sites following the upgrade to review grades on individual assignments. If you need a course site to remain available for longer than 21 days after the end of C-term, send a request to myhelp@wpi.edu.

I need a course/organization/project-group site. What should I do?
Course or Organization site requests submitted using the forms found at http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/forms.html will still be processed before and after the upgrade. However, during the downtime, we will not be able to process any site requests. Any submissions during this time will be queued until after the upgrade is complete. myWPI course requests are typically completed within two business days of form submission.

What will happen if I am working on a course or organization site prior to the upgrade? Will I lose my content?
No content will be lost in any myWPI sites. You will simply lose access to your site during the upgrade. Following the upgrade your myWPI site will appear exactly as it did before.

Following the upgrade, will I still be able to copy content from prior courses like I could before?
Yes, prior course content will still be available for copying into current and future course sites.


Use of Campus Computers and 24-hour lab Availability
Posted 1 March 2010 by CCC Helpdesk
When? N/A
How long? N/A
Why? WPI provides computers for student use in most academic buildings and within the Library. These computers are provided to support success in academic endeavors. During the end of term, these computers are in high demand as students work to complete academic projects.
Groups Affected WPI Students
Impact The CCC wishes to remind all students of the following:
  • Priority for use of Library and lab computers is given to students needing to complete academic work.
  • Several computer labs are available 24-hours a day with a WPI ID Card. They include:
    • Salisbury Labs 123
    • Kaven Hall 202
    • Kaven Hall 207
    • Higgins Labs 230
  • Students who need access to speciliazed software may benefit from using the Virtual Lab
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
At the end of each term and semester, Library computers and computer lab resources are in high demand. When these resources meet capacity, students who intend to use computers for personal entertainment (game play, online shopping, movie/video, etc.) are asked to refrain from these uses and leave these resources available for academic use.

The following labs are open 24 hours a day, 7 days a week to support academic work. A valid WPI ID card is needed to gain access.

•Salisbury Labs 123
•Kavin Hall 202
•Kavin Hall 207
•Higgins Labs 230

Full CCC lab listing (some not 24hr).

All labs have our core, standard software configuration. Please note that a number of academic software titles can be utilized “at home” through terminal services for Windows and Macintosh systems. More information on how to connect can be found here.

Thank you in advance for your cooperation. Should you have any question or concerns please contact the WPI Helpdesk.


myWPI Instability
Posted 16 February 2010 by CCC Helpdesk
When? Ongoing
How long? Duration typically less than 15 minutes
Why? Over the past month we’ve been experiencing system instability with myWPI. We are actively working with Blackboard support to resolve the problem.
Groups Affected Faculty, Staff, and Students who use myWPI
Impact myWPI will stop responding and return a “Service Unavailable” message to the browser.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Over the course of the last few weeks, we’ve been having stability issues with our myWPI servers. We are actively working with Blackboard support to resolve the issue.

We encourage the community to prepare for possible outages at critical times by downloading content from myWPI in advance of when it is needed, such as for presentations or lectures.

We apologize for any inconvenience. We will send another update as soon as the issue is resolved. If you have any questions or concerns, please contact the Helpdesk.

Resolved: Delay of WPI Email Including Scanned Documents
Posted 27 January 2010 by CCC Helpdesk
When? First reported Monday Afternoon
How long? Approximately one day
Why? High email server balance resulted in large emails to be delayed by hours.
Groups Affected Students, staff and faculty sending large emails during the mentioned times above.
Impact Email and scanned documents from WPI scanners were delayed. This issue is now resolved.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Monday issues were reported with sending email from myWPI, Banner, and also from scanners on campus. After investigating these issues, we learned that high server balance caused large emails to be delayed for hours.

Attempts to prevent the actions that led to the recent Hotmail, Live, and MSN block of WPI email resulted in the mentioned imbalance on the mail server. More demanding jobs (like delivery of large files or mail to large distribution lists) were deferred by the mail server as it attempted to process all the jobs effectively. Some people may not have noticed this as most messages were delivered without a delay.

We have since resolved this issue, and email and scan jobs are now sending without problem.

If you have any questions or concerns please contact the Helpdesk. Thank you for your understanding and patience.


Resolved: Hotmail, Live.com, and MSN Blocking WPI Emails
Posted 24 January 2010 by CCC Helpdesk
When? First reported January 22nd, now resolved
How long? Approximately two Days
Why? Due to WPI patrons providing their WPI password to a SPAM source, WPI email was blocked by MSN.

MSN has since released this block after WPI IT submitted a ticket with them. They previously determined WPI email to be SPAM as they received numerous SPAM messages from WPI addresses.
Groups Affected WPI staff, faculty, and students who tried to email @msn.com, @hotmail.com, and @live.com email accounts.
Impact Email bounced (unsuccessful delivery) to the mentioned addresses above. Those messages will need to be sent again, as there was no way for WPI IT to queue them for future delivery.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Hotmail, Live.com, and MSN previously placed a block resulting in WPI not being able to send email to @msn.com, @hotmail.com, and @live.com accounts.

Due to WPI patrons providing their WPI password to a SPAM source, WPI email was blocked by MSN. At that time, MSN determined WPI email to be SPAM as they received numerous SPAM messages from WPI addresses.

A ticket was placed with MSN to release the block as WPI IT addressed the SPAM issue. MSN has since released their block of WPI email.

Email sent during this issue will have resulted in a bounce. Those messages will need to be sent again, as there was no way for WPI IT to queue them for future delivery.

Please do not ever give your WPI password to anyone else or enter it in any non-WPI web site. University and corporate computer accounts are desirable to spammers because our servers can send a lot of email very quickly. In this case, one shared password allowed nearly 300,000 pieces of junk mail to be sent in just a few hours.

Thank you for your patience and understanding.


Hotmail, Live.com, and MSN Blocking WPI Emails
Posted 22 January 2010 by CCC Helpdesk
When? First reported this morning, and still occurring
How long? Unknown
Why? Due to WPI patrons providing their WPI password to a SPAM source, WPI email has been blocked by MSN. MSN has determined WPI email to be SPAM as they received numerous SPAM messages from WPI addresses.

A ticket has been placed with MSN to release the block as WPI IT has addressed the SPAM issue. Unfortunately, this is out of WPI our control to resolve at this point.
Groups Affected WPI staff, faculty, and students trying to email @msn.com, @hotmail.com, and @live.com email accounts.
Impact Email will bounce (unsuccessful delivery) to the mentioned addresses above.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This morning, Hotmail, Live.com, and MSN placed a block resulting in WPI not being able to send email to @msn.com, @hotmail.com, and @live.com accounts.

Due to WPI patrons providing their WPI password to a SPAM source, WPI email has been blocked by MSN. MSN has determined WPI email to be SPAM as they received numerous SPAM messages from WPI addresses.

A ticket has been placed with MSN to release the block as WPI IT has addressed the SPAM issue. Unfortunately, this is out of WPI our control to resolve at this point.

Please do not ever give your WPI password to anyone else or enter it in any non-WPI web site. University and corporate computer accounts are desirable to spammers because our servers can send a lot of email very quickly. In this case, one shared password allowed nearly 300,000 pieces of junk mail to be sent in just a few hours.

As developments occur, we will keep you posted. Thank you for your patience and understanding.


Final Notice: Matlab Users must Update License File
Posted 22 January 2010 by CCC Helpdesk
When? Update must be completed by 6:00 A.M. on Tuesday, January 26th 2010
How long? Henceforth
Why? A license file update is needed to support upgraded server architecture. The new architecture will allow for improved access to and more reliable use of Matlab licenses going forward.
Groups Affected Staff, faculty, or students with WPI installations of Matlab prior to version 2009a that are using license number 193168.
Impact To ensure there is no disruption to use of MatLab, users must take action to update your personal license configuration. Details to update specific MatLab environments are included below.

Connectivity to the license server and use of the courseware will be lost for those who do not update their Matlab license file by January 26th
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On January 26th, a new license architecture for Matlab will be put into place. The new architecture will allow for improved access to and more reliable use of Matlab licenses going forward.

Installations of Matlab versions prior to 2009a using license number 193168 will need to be updated. Failure to make the required updates will render Matlab unusable.

Please see the following notice for instructions on how to update your personal license configuration.

Office Equipment Shutdown (Recommendation)
Posted 18 December 2009 by CCC Helpdesk
When? End of business on Wednesday, December 23rd, 2009
How long? For the duration of the Christmas and Presidential Holiday Break
Why? The Helpdesk recommends that WPI office equipment including computers, printers, copiers, etc. be powered down for the duration of the holiday break.
Groups Affected WPI Staff and Faculty
Impact Employees are asked to safely power down office equipment before leaving for the break and turn it back on at start of business on Monday morning (Jan. 4th).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Taking the necessary precautions will result in cost savings for WPI from decreased power utilization. Thank you for your cooperation in this important endeavor.

Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Happy holidays and best wishes for a wonderful 2010!


Banner Services Unavailable from 9:00 A.M. (EST) on 12/24/2009 through 12/27/2009 due to planned upgrade
Posted 14 December 2009 by CCC Helpdesk
When? Thursday, December 24th, 2009 starting at 9:00 A.M. (EST)
How long? Approximately 4 days
Why? Banner will be upgraded from version 7 to version 8.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services specified in the details section (below) of this notice.

Information Technology staff have been working with the Division Information Analysts (IAs) to test specific Banner modules in preparation for this major upgrade. Specific concerns about impact to business processes should be directed to the appropriate Division IA.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A major software upgrade is required on our Banner database. Expected downtime is approximately 4 days.

The following Banner services will be available during the upgrade:
- The ability for students to view grades
- The ability for employees to view pay stub information

The following Banner services will be unavailable during the upgrade:
-Banner Web Information System
(with the exception of viewing grades for students and pay stub access for employees as indicated above).
-Banner Forms (Production)
-ARD
-ODBC Connections to the Banner Database
-On-line conference payments
-Web Admissions applications
-On-line giving
-Course Schedule lookup
-CCC account creation and maintenance
Reporting from the ODSP database will be available during the outage, and will contain data from the end of the business day on December 23rd.
Please feel free to contact the Helpdesk with any questions regarding this planned downtime. Should there be a major conflict, please let us know.

Thank you for your patience and understanding as we work to improve the systems we support.


Matlab Users must Update License File
Posted 8 December 2009 by CCC Helpdesk
When? Update must be completed by 6:00 A.M. on Monday, January 18th 2010
How long? Henceforth
Why? A license file update is needed to support upgraded server architecture. The new architecture will allow for improved access to and more reliable use of Matlab licenses going forward.
Groups Affected Staff, faculty, or students with WPI installations of Matlab prior to version 2009a that are using license number 193168.
Impact To ensure there is no disruption to use of MatLab, users must take action to update your personal license configuration. Details to update specific MatLab environments are included below.

Connectivity to the license server and use of the courseware will be lost for those who do not update their Matlab license file by January 18th.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On January 18th, a new license architecture for Matlab will be put into place. The new architecture will allow for improved access to and more reliable use of Matlab licenses going forward. Installations of Matlab versions prior to 2009a using license number 193168 will need to be updated. Failure to make the required updates will render Matlab unusable.

Directions to update Matlab license number 193168

To check Matlab license number and verify installation folder:

Note: Off Campus users will need to connect to the VPN before following this procedure.

1. Start Matlab. At the Matlab command prompt, type: license <return>
2. Matlab should answer with: ans = 193168.
*If your answer IS NOT 193168 then no further action is necessary.
3. If your answer is 193168, type: matlabroot <return>.
*The matlabroot command will provide your system’s $MATLAB installation folder.

Windows
On Windows the client license.dat file is located in $MATLAB\bin\win32 (for R2007b and earlier) or $MATLAB\licenses (R2008a and newer).

Linux / Mac OS
On Linux/Mac this license.dat file is placed in $MATLAB/etc (for R2007b and earlier) and $MATLAB/licenses (R2008a and newer).

4. Once you have located your license.dat file, rename it to license.dat-mlm.


To Update Matlab license number 193168:

Windows
Additionally Windows Users will need to:
Run \\rivet\applications\matlab\MATLAB_LICENSE_TRIAD.VBS to update your system variables to use the new Matlab servers.

Mac
1. Map to smb://rivet.wpi.edu/applications/matlab
2. Drag and drop the MacOS-Linux-matlab-license-updater.sh script to your home directory.
3. Open a terminal window and run the update script:
sh ./MacOS-Linux-matlab-license-updater.sh <return>
(The script will update the user profile. In addition the script will locate any additional matlab license files and report the information back to you.)

Final Step:
In order to use the new license environment you must log off and on to your computer.

For additional assistance, please contact the Helpdesk. Thank you for your support while we work to improve the services we offer to the WPI community.


Office Equipment Shutdown (Recommendation)
Posted 24 November 2009 by CCC Helpdesk
When? Wednesday November 25th (End of Business) – Monday, November 30th, 2009 (Start of Business)
How long? Thanksgiving Day Holiday
Why? The CCC Helpdesk recommends that WPI Office equipment (computers, printers, copiers, etc.) be shut down over the holiday to reduce energy consumption and realize cost savings for WPI.
Groups Affected WPI Staff and Faculty
Impact Office staff are asked to safely shut down office equipment before leaving for the holiday weekend and turn it back on at start of business on Monday morning. Taking the necessary precautions will result in cost savings for WPI from decreased power utilization.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The CCC recommends that all unnecessary office equipment be powered off over the holiday weekend. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you for your cooperation. Enjoy your Holiday!


Coming changes to Google App accounts registered to WPI email addresses
Posted 24 November 2009 by CCC Helpdesk
When? Beginning Monday November 30, 2009
How long? Permanent
Why? WPI is working to allow communication between Office Communicator (an Instant Messaging service) and Google Chat
Groups Affected WPI community members who have registered their @wpi.edu email address with Google Chat.
Impact Google accounts registered with a WPI email address will no longer be able to log directly into the Google Chat client. Users should log in directly with the associated @gmail.com account for continued functionality.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As part of the deployment of Office Communication Server (OCS) (coming to students in December) we are working to configure Office Communicator to connect with the Google Chat. It is necessary to reserve the WPI domain with Google to allow for communication between OCS and the Google Chat network. As a result, Google accounts registered with a WPI email address will no longer be able to log directly into the Google Chat client. Users should log in directly with the associated @gmail.com account for continued functionality.

If you have any questions please contact the WPI Helpdesk (helpdesk@wpi.edu, 508-831-5888).


New Service: WPI Virtual Lab Web Access
Posted 27 October 2009 by CCC Helpdesk
When? Available now
How long? Henceforth
Why? The IT division has upgraded the Windows Virtual Lab environment to now support Virtual Lab Web Access and has increased its overall capacity.
Groups Affected The WPI Community
Impact Positive. Virtual Lab Web Access utilizes new technologies from Microsoft called RemoteApp® and Terminal Services Web Access which allows access to individual applications within the Virtual Lab while appearing to operate on your local computer.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The IT division has upgraded the Windows Virtual Lab environment to now support Virtual Lab Web Access and has increased the capacity of the Virtual Lab environment. Virtual Lab Web Access utilizes new technologies from Microsoft called RemoteApp® and Terminal Services Web Access which allows access to individual applications within the Virtual Lab while appearing to operate on your local computer.

To access the new Virtual Lab Web Access, logon to http://tsweb.wpi.edu

Please note that Virtual Lab Web Access requires Internet Explorer 6.0 or later and Microsoft Remote Desktop Connection 6.1 or greater which is available through Windows Update.

For more information regarding RemoteApp® and Terminal Services Web Access check out: http://www.wpi.edu/Academics/CCC/Help/Software/termserv.html#2

Instructions for getting started with Virtual Lab Web access can be found here:
http://www.wpi.edu/Academics/CCC/Help/Software/remapp.html

Please address any questions or concerns to the Helpdesk calling x5888, (508)831-5888 or e-mail helpdesk@wpi.edu



Banner Services Unavailable 5-9 pm on 11/02/09 (planned outage)
Posted 26 October 2009 by CCC Helpdesk
When? Monday, November 2, 2009 starting at 5 pm EST
How long? Approximately 4 hours
Why? In order to apply required Oracle security patches to the database.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services specified in the details section (below) of this notice.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A software upgrade is needed on the Banner database. Expected downtime is approximately 4 hours.

The following Banner services will be unavailable during the outage:

- Banner Web Information System (bannerweb.wpi.edu)
- Banner Forms (Production)
- ARD (used by Alumni Office)
- ODBC Connections to the Banner Database
- On-line conference payments
- Web Admissions applications
- On-line giving
- Course Schedule lookup
- CCC account creation and maintenance
- Reporting from the ODSP database (Discover, Argos, etc.)

Please contact the Helpdesk with any questions or concerns regarding this planned outage. Should there be a major conflict, please let us know no later than Thursday, October 29, 2009 at 9 am.

Thank you for your patience and understanding as we work to maintain the security of the systems we support.


WPI Exchange System Changes May Cause Some Email Messages to ‘Bounce’
Posted 2 October 2009 by CCC Helpdesk
When? Friday, October 16, 2009, 5:00 PM (EDT)
How long? This is a one-time change
Why? We are updating WPI accounts to ensure Exchange services are available to all faculty, staff and students. This update allows account owners the capability of easily requesting Exchange services going forward.
Groups Affected WPI Faculty, Staff and Students who use Outlook with Exchange.
Impact We anticipate this change will cause issues with Outlook Auto-Complete resulting in some messages from WPI users to other WPI users to ‘bounce’ or fail to be delivered.

AutoComplete is an Outlook feature which displays suggestions for names and e-mail addresses as you begin to type them. These suggestions are possible matches from a list of names and e-mail addresses that you have typed before.

Following the changes we are making, some AutoComplete addresses will become obsolete and should be removed. This will prevent further delivery failures when sending to affected address(es).

See these directions for removing obsolete AutoComplete addresses.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are updating WPI accounts to ensure Exchange services are available to all faculty, staff and students. This update allows account owners the capability of easily requesting Exchange services going forward. This update will not force anyone to change the preferred mail client that they currently use.

Due to problems with the way that Outlook’s Auto-Complete feature caches e-mail addresses there may be problems sending messages to the updated accounts. E-mailing updated users may result in a bounce message that looks like this:

-----------------------------------------------------------------
Delivery has failed to these recipients or distribution lists:
Lastname, Firstname
This recipient e-mail address was not found. Microsoft Exchange will not attempt to redeliver this message for you. Please check the recipient e-mail address against the Global Address List and resend this message.

If you have verified this recipient exists, your issue might be resolved by clearing the name from Outlook AutoComplete, seen here.

If you are unable to find the user in the Global Address List, you may be able to search for the WPI Community member's email address using the Campus Directory search utility found here. If you need more assistance, please contact the CCC Helpdesk at helpdesk@wpi.edu or (508) 831-5888.
-----------------------------------------------------------------

This issue is easily fixed by following the directions to remove the obsolete Auto-Complete address specified in the bounce message.

Once the obsolete address is removed, the correct address will be added to the Auto-Complete on first use. The message which failed to deliver will need to be resent.

If you continue to run into problems please contact the WPI Helpdesk at (508) 831-5888 or helpdesk@wpi.edu.

Does this affect off-campus users?
No, this does not affect off-campus e-mail. This only affects internal WPI Exchange users who use Outlook.

Will this issue happen again in the future?
No, this update will fix all WPI email accounts so that this issue does not occur in the future.

Will I lose any e-mail?
No, existing e-mail will not be lost by this change. Messages sent to updated users after the update occurs will immediately be bounced back indicating to the sender that the message was not sent. Once they make the changes noted in this message to remove the errant cached address, they will be able to resend the message without a problem.

We apologize in advance for the inconvenience this may cause and ask for your cooperation as we work through this change to improve future services for all WPI community members.


http://users.wpi.edu/ will be redirected to a new server on October 8, 2009
Posted 2 October 2009 by CCC Helpdesk
When? Tuesday, October 8, 2009 at 9:00 AM (EDT)
How long? No downtime is needed for the move. Personal web pages will henceforth be housed on the new server.
Why? A new server has been prepared for serving personal web pages. Existing pages must be moved to the new server.
Groups Affected WPI Faculty, Staff, Students, or WPI clubs/organizations with CCC computer accounts using the "public_html" folder to publish a web page.
Impact WPI personal web pages currently being housed on users.wpi.edu will be redirected to the new server automatically.

The new server will provide improved service for all users. Additional CGI features will be available following the move.

Accounts that are utilizing .htaccess files which reference "AuthPAM_Enabled" must switch to PubCookie. Directions are provided below. Accounts using Virtual hosts in conjunction with this setting are advised to make the change and then contact the Helpdesk to move them over to the new server.

WPI Departmental web pages will not be impacted by this change.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Web pages currently available via "http://users.wpi.edu" will be redirected to the replacement server at 9:00 am (EDT) on Tuesday, 8 October 2009.

Web visitors should not notice the change. We expect web sites to be available during the switchover. New features available on the new server include:

*Apache2 (2.2.13)
*FastCGI (2.4.6)
*FastCGI development kits for Ruby, Python, Perl, and C
*Ruby (1.9.1p243) on Rails (2.3.4)
*Python (2.4.3)
*Perl (5.8.8)
*Passenger (2.2.5) available to clubs with virtual hosts to launch Rails, Rack, and WSGI applications.
*SuEXEC CGI for virtual hosts.
*PubCookie for authentication using WPI accounts
*Move from i686 to x86_64 CPU architecture
*Upgrade from RHEL4 to RHEL5
________________________________________

For those accounts utilizing a .htaccess file to secure their web pages:
Those who secure a portion of their website using WPI passwords will need to make the changes detailed below. Those who use CGI programs linked with shared libraries may need to recompile if the libraries have changed significantly.

Those who use "AuthType Basic" with a private "htpasswd" file need not change.

Authenticating your site visitors using WPI accounts
This applies to those who have the following line in a ".htaccess" file:
AuthPAM_Enabled on

If that line appears in a ".htaccess" file, that entire line should be removed and the line "AuthType Basic" should be changed to:
AuthType EGNetID

Additionally, all pages secured this way must be served via HTTPS.

Virtual Hosts
For those managing virtual hosts, you must reference secured pages using a URL under "https://users.wpi.edu/" rather than under the virtual host name. Once you have made the changes specified above, please contact the Helpdesk to have your virtual hostname moved.

Thank you for your understanding and cooperation as we work to improve the services we provide.


Phishing Email purporting to be from security@wpi.edu
Posted 24 September 2009 by CCC Helpdesk
When? Today - around 7:50 am
How long? NA
Why? Identity thieves often use Phishing schemes to lure unsuspecting victims into providing personal information like usernames and passwords in an effort to steal their identity or gain access to secure resources.
Groups Affected WPI Community members were targeted and need to be vigilant
Impact This message is fake and should be treated as a scam. Users are advised NOT to click on the link provided in the email. This message was particularly devious as it used the myWPI logo to make it seem more credible.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Phishing is a high-tech scam that often uses e-mail to deceive people into disclosing sensitive personal information that can then be used to enable identity theft.

Please remember that no one in WPI IT will ever ask you for your password and you should never provide it. Any such requests are fraudulent.

For additional details about phishing threats and to increase your own awareness, see:
http://www.wpi.edu/+infosec/phishing.html

============================================================
General guidelines:
Beware of Email Phishing schemes

No one in WPI IT will ever ask you for your password and you should never provide it. Any such requests are fraudulent.

A “phishing” scheme is a form of identity theft. Phishing relies on social engineering, forging fraudulent requests from seemingly trustworthy sources.

If you receive an email and it seems questionable (requests that you provide or confirm password, PIN or other private personal information), do not reply and follow these steps:

 Do not click on any links in the message
 Do not reply to the message
 Forward the message and full headers to Information Security at phishing@wpi.edu for reporting and follow-up
 Delete the message
 If the message could be legitimate, contact the source via another medium. For example, if you receive an email phishing message, telephone the source to confirm. Remember, banks and credit card companies never ask for your account numbers; they have them. WPI will never ask for your password.
 Keep your virus and anti-spyware software up to date.

For more information:
http://www.wpi.edu/+infosec/phishing.html



myWPI Browser Incompatibility - Google Chrome and Firefox 3.5 currently unsupported
Posted 1 September 2009 by CCC Helpdesk
When? Until further notice
How long? Unknown
Why? Currently, Google Chrome and Firefox 3.5 are unsupported by Blackboard (the software that powers myWPI).
Groups Affected Faculty, staff, and students
Impact Users of myWPI who are currently running Google Chrome and Firefox 3.5 may experience difficulties while using the system. The most common error currently being experienced by members of the WPI community is the inability to submit files to the Assignment Manager in myWPI.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Users of myWPI who are currently running Google Chrome and Firefox 3.5 may experience difficulties while using the system.

The most common error currently being experienced by members of the WPI community is the inability to submit files to the Assignment Manager in myWPI. Anyone using Google Chrome or Firefox 3.5 will receive the following error message when trying to upload a file to the Assignment Manager: "Please enter a valid file".

The only resolution of this error is the use of a supported browser. Blackboard officially supports the use of the following browsers: Internet Explorer 7.0, Internet Explorer 8.0, Safari 3.1, and Firefox 3.0.

For now, the use of Google Chrome or Firefox 3.5 is not recommended for myWPI users.

If you would like more information on this error and other known browser incompatibilities please click here: http://www.wpi.edu/Academics/ATC/Collaboratory/HowTo/MyWPI/knownbrowserissues.html.

Please direct any questions or concerns to the Helpdesk. Thank you.

Delayed Delivery of some Email Messages (unplanned)
Posted 27 August 2009 by CCC Helpdesk
When? Delayed messages should have arrived late this morning
How long? Affected were messages received by WPI between 11:11 am – 11:39 am on Wednesday, August 26, 2009.
Why? A problem on the Email hub caused a failure in the mail forwarding process. As a result some messages were ‘stuck’ in a mailbox on the mail hub.
Groups Affected WPI Faculty, Staff and Students who receive email to Exchange or forward WPI email to an off-campus address.
Impact Mail received by the mail hub during 11:11 and 11:39 AM on Wednesday, 8/26, was not delivered properly to Exchange users or those who forward mail to off-campus email address.
The problem was fixed and mail delivery flowed as expected after 11:40 A.M yesterday. There was no loss of email during this time but some messages were ‘stuck’ in a mailbox on the WPI mailhub.
This morning, the mail was successfully delivered to its final destination.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Anyone who feels they still have not received an email which they expected to arrive during the specified time period can login to the Unix webmail server to read or process their mail. People wishing to check their mailbox on the mail hub can do so online via the UNIX Webmail link found at: https://webmail.wpi.edu

We apologize for an inconvenience this delay may have caused. Thank you for your understanding as we worked to deliver the messages to the proper destination.


Helpdesk Availability 8/20/2009-9/04/2009
Posted 18 August 2009 by CCC Helpdesk
When? August 20, 2009 through September 4, 2009
How long? About 2 weeks
Why? The Helpdesk expects high call volume in the days leading up to NSO, during NSO (Sunday, 8/23-Wednesday, 8/26), and during the first week of A-term.
Groups Affected WPI Community; faculty, staff and students
Impact Helpdesk expects unusually high call volume from August 20 – September 4, 2009 due to New Student Orientation and the start of A-term.

Response times may be longer than usual and some callers may be diverted to voice mail. Callers who are diverted to voice mail during these times are asked to leave a detailed message. The Helpdesk will respond as quickly as possible. Response times are expected to be longer than usual.

The Helpdesk asks your patience and understanding as we work to serve all WPI community members.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Thurs. & Fri. - August 20th & 21st
Helpdesk will be conducting student staff training on Thursday, August 20th & Friday, August 21st. Since some Helpdesk staff and all Helpdesk student staff will be in training on these days, the Helpdesk will be short-staffed. Response times will be longer than usual and some callers may be diverted to voice mail.

Sunday, August 23rd
Helpdesk will be open 9 am - 3 pm to assist new students and their families.

Monday, August 24th
Helpdesk will be open from 8 am - 4 pm but closed from 4 p.m. – 6 p.m. to prepare for evening Computer Network Setup visits to the First Year Residence Halls. Helpdesk will re-open at 6 pm and close at 10 pm.

Tues., August 27th & Wed., August 28th and first week of A-term – Helpdesk expects unusually high call volume on these days. Response times will be longer than usual and some callers may be diverted to voice mail.

We appreciate the understanding and support of the WPI Community as we work to address the needs of all those who seek our assistance. Thank you in advance for your patience during this busy time.

Account notices sent to WPI Community members possessing Windows Live accounts
Posted 18 August 2009 by CCC Helpdesk
When? Beginning Tuesday August 18, 2009
How long? Permanent
Why? As part of a new service being made available to the WPI community over the next year, notices have gone out to select members of the WPI community who have MSN Passport or Windows Live accounts registered with their @wpi.edu account.
Groups Affected Members of the WPI community who have MSN Passport or Windows Live accounts registered to their @wpi.edu email account.
Impact Passport or Live accounts used for instant messaging via Windows Live Messenger, MSN Messenger or Windows Messenger will have to be associated with a non @wpi.edu email address to continue to function.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As part of the deployment of a new internal instant messaging system coming soon it is necessary to reserve Microsoft Live IDs that correspond to WPI email addresses. This change is required to facilitate connecting the WPI instant messaging network to the Internet.

It was not anticipated that the approval process for this feature would be available as quickly as it was, which resulted in these emails being sent by Microsoft prior to our ability to notify the community.

Most importantly, the services you use with your Windows Live/Passport account will not change or be affected. The only required change is the email address you use to login to your Live ID for instant messaging. For more information, please visit http://support.microsoft.com/gp/Messenger/.

Included for your information is the text of the email sent by Microsoft below. Please note that this email was not malicious or spam.

We apologize for any inconvenience that this may have caused you.

If you have any questions please contact the WPI Helpdesk (helpdesk@wpi.edu, 508-831-5888).

---------------------------------------------------------------

Windows Live ID Account Holder,

** Action Recommended by 8/22/2009**

You have been identified as having a Windows Live ID account that ends in wpi.edu

Please read on if you use this Windows Live ID for instant messaging using Windows Live Messenger, MSN® Messenger or Windows® Messenger. If you do not use your Windows Live ID for instant messaging, you may ignore this message.

1. The owner of the wpi.edu domain has selected Microsoft Office Live Communication Server for their instant messaging service.

2. If you want to continue using the Windows Live Messenger service, you must change the email address associated with your Windows Live ID account to a new domain.

3. If you attempt to use Windows Live Messenger after 8/22/2009 and you have not changed the email address associated with your Windows Live ID account than you will be prompted to do so at that time.

To change your Windows Live ID email address to either a new Hotmail account or an address of your choice, visit: http://g.msn.com/5meen_ms/95

For information and frequently asked questions regarding this change, visit Microsoft Support: http://support.microsoft.com/gp/Messenger/

IMPORTANT: Because fraudulent ("phishing") e-mail often uses misleading links, Microsoft recommends that you do not click links in e-mail, but instead copy and paste recognized URLs into your browser.

Please do not reply to this email. This is a non-monitored e-mail address and you will not receive a response.


Brief interruption of multiple IT Services planned for 8/10/2009 at 6:00 AM (EDT)
Posted 4 August 2009 by CCC Helpdesk
When? Monday, August 10th 2009 at 6:00 A.M.(EDT)
How long? 10 Minutes
Why? The CCC file server (roaster.wpi.edu) will be rebooted.
Groups Affected Staff, faculty, and students
Impact Services specified in the Details section of this notice will be impacted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Monday August 10, the CCC file server will be rebooted. The estimated down time will be about 10 minutes starting at 6:00 A.M. We will be performing the reboot to prepare for start of the academic year.

The following services will be impacted:
•Access to files stored on personal file shares on Toaster (via toaster.wpi.edu)
•Access to WPI webpages
•Login services for Unix accounts
•CCC account maintenance (password resets and account creation)
•CCC hosted databases (mysql.wpi.edu, oracle.wpi.edu)
•WPI Proxy Server (proxy.wpi.edu)
•WPI licensed courseware
•Inbound and Outbound email
•Exchange to Exchange email will NOT be affected by the outage.

Please contact the Helpdesk with any questions or concerns you may have about this planned service interruption. Thank you.



Compute Cluster Upgrade
Posted 22 July 2009 by CCC Helpdesk
When? July 29th at 6:00 A.M.
How long? Permanently
Why? To replace outdated hardware
Groups Affected All staff, faculty, and students who utilize our WPI compute cluster.
Impact Positive
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday, July 29th we will be officially switching over to a new WPI unix compute cluster. There will not be a downtime for this upgrade. We will be replacing outdated hardware to increase server availability and speed.

Users with data stored on the current compute cluster are urged to backup their files to a safe location before the mentioned date.

Please contact the Helpdesk with any questions or concerns. Thank you.


Deployment of Office 2007 Service Pack 2 to ADMIN and STUDENT Domain Users
Posted 22 July 2009 by CCC Helpdesk
When? Overnight after close of business (4:30 pm EDT), Thursday July 30, 2009
How long? Installation should take approximately an hour
Why? To install the latest software updates (Service Pack 2) for Microsoft Office 2007 on all WPI computers on the ADMIN and STUDENT domains. This provides numerous security and performance updates to Office 2007.
Groups Affected WPI Faculty, Staff, and Students with PCs on the ADMIN and STUDENT domains
Impact The installation process should take approximately an hour for most computers. Please log off and leave your computer on when you leave on Thursday.

The following Microsoft Office 2007 products will be updated: Word, Excel, Access, PowerPoint, Outlook, InfoPath, Publisher, Visio, Project and SharePoint Designer. All previous versions of these products will be removed during the installation process.

Outlook may be delayed in opening when first opened after the update. Please see the details for more information.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Office 2007 Service Pack 2 (SP2) will be deployed to all WPI Windows domain systems overnight after business hours (4:30 pm EDT) on Thursday, July 30. Systems may be rebooted once the installation is finished.

On the evening of the scheduled deployment, please log off, but leave your computer powered on. Do not shutdown your computer. We recommend you add a reminder to your calendar to log off of your computer at the end of your workday on July 30. Deployments for machines not on the network at that time will be done the next day.

The installation procedure will take approximately an hour for most computers.

When Outlook is first run, the mailbox will need to be re-indexed in order to make use of the latest performance updates to the software. This may take between 15-30 minutes. During this time we recommend users use Outlook Web Access (http://exchange.wpi.edu) to access their mail. Your mail, calendar and contacts will not be affected by this re-indexing.

Office 2007 SP2 provides numerous security and performance updates to the Microsoft Office Suite. Notable features of the service pack are:
•The ability to open, edit and save documents in version 1.1 of the OpenDocument Format (ODF) for Word, Excel and PowerPoint.
•Performance and reliability updates to Outlook 2007

If you would like to manually apply the updates ahead of the scheduled update you may run the install files from the network at:
\\admin.wpi.edu\installpoint\Updates\Service_Packs\Office

The update for Office includes Word, Excel, Access, PowerPoint, Outlook, InfoPath, and Publisher. Visio, Project and SharePoint Designer each have installers that must be run separately.

Training for Microsoft Office 2007 topics are currently available from the ATC instruction website at http://www.wpi.edu/Academics/ATC/Instruction/. To register, click the ‘Schedule & Registration’ link.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you.


Email Gateway – Down Time
Posted 21 July 2009 by CCC Helpdesk
When? Wednesday, July 22nd 2009 starting at 6:00 a.m.
How long? Approximately one hour
Why? To replace an aging email server
Groups Affected Staff, faculty, and students trying to send email during the mentioned downtime.
Impact Email may be delayed
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday July 22nd, we will be replacing an email server (SMTP.WPI.EDU) located at the WPI email gateway. We will be moving from a v20z server to a Sun Fire x4140 server. There will be an expected downtime of about an hour where some WPI email will be delayed. Email between individuals who both use the Exchange server will not be affected.

SMTP.WPI.EDU is responsible for relaying and filtering email that goes between systems at WPI and all mail coming from off-campus. This includes spam filtering and quarantine of email. The upgrade will improve both the speed and reliability of email at WPI.

Please contact the Helpdesk if you have any questions or concerns. Thank you for your understanding while we work to improve the services we offer WPI.


BlackBerry Services Restored
Posted 17 July 2009 by CCC Helpdesk
When? Services restored at 10:20 am today
How long? N/A
Why? An issue occurred with our BlackBerry server resulting in a loss of service. Services have since been restored.
Groups Affected Staff, Faculty, and Students with BlackBerry Phones connected to WPI’s BES server
Impact Email was not delivered to BlackBerry devices during the downtime. All email should now be sending to BlackBerry devices connected to our BES server.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We experienced an issue with our BlackBerry server this morning. WPI IT worked with RIM to correct this issue. Email should now be correctly sending to BlackBerry devices connected to our BES server.

We apologize for any inconvenience this may caused. Please contact the Helpdesk if you have any questions or concerns.

BlackBerry Services Temporarily Unavailable
Posted 17 July 2009 by CCC Helpdesk
When? Until further notice
How long? Unknown
Why? An issue has occurred with our BlackBerry server resulting in a loss of service
Groups Affected Staff, Faculty, and Students with BlackBerry Phones connected to WPI’s BES server
Impact Email will not be delivered to BlackBerry devices
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are experiencing an issue with our BlackBerry server this morning. WPI IT is presently working with RIM to correct this issue as soon as possible. Until further notice, email will not be delivered to BlackBerry phones that are connected to WPI’s BES server.

A second notice will be sent as soon as we have corrected this issue.

We apologize for any inconvenience this may cause. Please contact the Helpdesk if you have any questions or concerns.


Office Equipment Shutdown (Recommendation)
Posted 2 July 2009 by CCC Helpdesk
When? Thursday July 2nd, 2009 – Monday, July 6th, 2009 (Start of Business)
How long? Independence Day Weekend
Why? The CCC Helpdesk recommends that WPI Office equipment (computers, printers, copiers, etc.) be shut down over the long holiday weekend to reduce energy consumption and realize cost savings for WPI.
Groups Affected WPI Staff and Faculty
Impact Office staff are asked to safely shut down office equipment before leaving for the holiday weekend and turn it back on at start of business on Monday morning. Taking the necessary precautions will result in cost savings for WPI from decreased power utilization.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The CCC recommends that all unnecessary office equipment be powered off over the holiday weekend. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

Thank you for your cooperation. Enjoy your Holiday!


WPI Web Server Upgrade (Rescheduled)
Posted 1 July 2009 by CCC Helpdesk
When? Wednesday July 15th, 2009 starting at 6:00 AM
How long? Approximately one hour
Why? To replace the current web server with new equipment
Groups Affected All users of the WPI website
Impact WPI web pages will be inaccessible during the mentioned downtime
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
*Previously scheduled for the 7th, this upgrade has been rescheduled to the 15th of July.

The main campus web server will be offline for an upgrade. This will affect the main WPI web site, http://www.wpi.edu/, most departmental web sites, and all other sites hosted by the main web server.

All pages will be inaccessible during this upgrade, which will last approximately one hour. We anticipate less than 15 minutes of downtime for static pages. Dynamically-served (CGI) pages will be unavailable for up to an hour.

We will be upgrading from a Sun v20z to a Sun Fire x2200 server. Operating system and Apache web server software versions will be also be updated.

If you have a question or concern, please contact the Helpdesk for assistance.

Thank you for your patience and understanding while we work to improve the services we offer the WPI community.


WPI Email - Planned Down Time
Posted 24 June 2009 by CCC Helpdesk
When? July 1st, 2009
How long? Approximately one hour
Why? An email hub will be upgraded
Groups Affected All WPI students, staff, and faculty trying to send email
Impact An email delay may occur during the mentioned down time. Unix email users will be unable to access their mailboxes.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Starting at 6am on July 1st, WPI IT will be upgrading an email hub that will result in a one hour down time. Email sent during that time may be delayed, and Unix mail users will not be able to access their mailboxes.

This includes:
-Unix Email users (Squirrel Mail, IMAP and POP connections to our
Unix email server)
-Email received from the Internet
-Email sent to the Internet
-Email sent to WPI mailing lists

Exchange email delivery within WPI will not be affected by this outage. Exchange email destined for the Internet will be held for delivery after the upgrade is complete.

If you have any questions or concerns please feel free to contact the Helpdesk. Thank you for your understanding while we work to improve the services we offer the WPI community.


myWPI and Network Share Authentication – Issue Resolved
Posted 5 June 2009 by CCC Helpdesk
When? This morning, until 11 am
How long? Resolved
Why? Software issues were discovered during our scheduled maintenance period this morning. These issues have since been resolved.
Groups Affected All WPI Staff, Faculty, and Students looking to access myWPI and network shares.
Impact Authentication to myWPI and network shares such as toaster (My_Documents on (\\toaster.wpi.edu\username)) was inaccessible.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Software issues occurred this morning resulting in authentication issues to myWPI and network shares.

We have since resolved this issue, and authentication to myWPI and network shares should be functioning properly now. If still having trouble, a reboot of your system may be needed.

Thank you for your patience while we worked to restore services to the WPI community. If you have any questions or concerns please feel free to contact the Helpdesk.

Interruption of Exchange Email Services – Now Resolved
Posted 5 June 2009 by CCC Helpdesk
When? Friday morning, June 5th
How long? Resolved
Why? An issue with our Exchange email server occurred this morning.
Groups Affected All WPI Students, Staff, and Faculty trying to access WPI email stored on our Exchange server.
Impact Those looking access email on our Exchange server were unable to do so. This included Outlook Web Access and email client access such as Microsoft Outlook.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An interruption of Exchange email services occurred this morning.

After troubleshooting, we learned that there is an issue with a data store on our Exchange server. Those looking to access email on our Exchange server were unable to do so as a result. This included Outlook Web Access (http://exchange.wpi.edu/) and email client access such as Microsoft Outlook from on and off campus.

Access to Exchange email has been restored, and this issue is now considered resolved.

Thank you for your understanding. Please contact the WPI Helpdesk should you have a question, or if you are still experiencing an issue.


Interruption of Exchange Email Services
Posted 5 June 2009 by CCC Helpdesk
When? Friday morning, June 5th
How long? Until Further Notice
Why? An issue with our Exchange email server has occurred. Those with mailboxes on the mentioned email server may be able to log in, but, will not have access to any folders including inbox. Others have reported not being able to log in at all.
Groups Affected All WPI Students, Staff, and Faculty trying to access WPI email stored on our Exchange server.
Impact Those looking access email on our Exchange server are unable to do so. This includes Outlook Web Access and Email Client access such as Microsoft Outlook.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An interruption of Exchange email services occurred this morning.

After troubleshooting, we learned that there is an issue with a data store on our Exchange server. Those looking to access email on our Exchange server were unable to do so as a result. This includes Outlook Web Access (http://exchange.wpi.edu/) and email client access such as Microsoft Outlook from on and off campus.

We are working to correct this issue as soon as possible.

We thank you for your patience and understanding. Please contact the WPI Helpdesk should you have a question or concern about the interruption.

Phishing Email Attempt
Posted 3 June 2009 by CCC Helpdesk
When? First Message Received: 06/03/2009 2:00PM
How long? NA (Not Applicable)
Why? Phishing attempt for WPI CCC computer account passwords.
Groups Affected All campus community members
Impact An email purporting to be from "Information Technology Services" was sent to WPI stakeholders in an attempt to solicit passwords from our community. Do not reply to this email with your password! If you have already done so, please contact the WPI Helpdesk as soon as possible.

You are welcome to delete the phishing email but if you wish to report it, please simply forward the message to phishing@wpi.edu with the full headers if possible. Please be cautious in the future of similar fake emails. WPI IT staff will NEVER ask you for your password.

Additional details about this attempt below.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday, June 3rd, the first report of this phishing attempt was reported to the WPI Helpdesk. The message appeared to come from "Information Technology Services". The email was sent to campus in an attempt to solicit passwords from our community, and was not from WPI IT.

Phishing is a method of tricking people into giving up their personal information. In the future, if you receive a similar message that you are unsure of, please contact the Helpdesk prior to following any of the links. You also do not want to download or open any of the attached files which may be attached to these suspicious messages.

If you have received the mentioned message in your inbox, please delete the message and contact the Helpdesk to look into junk mail filtering options. Do not reply with your password!

Should you have any questions or concerns about phishing or the recent attack, please contact the Helpdesk at the contact information provided above.

For more ways to avoid becoming a phishing victim, please see the following link: http://www.apwg.org/consumer_recs.html

For more general information on phishing, please see the following
link: http://en.wikipedia.org/wiki/Phishing

Thank you.


Interruption of Exchange Email Services – Now Restored
Posted 26 May 2009 by CCC Helpdesk
When? From 10pm Monday, May 25th until 8am Tuesday morning (today), May 26th
How long? Approximately 10 Hours
Why? Our email server became unresponsive and had to be rebooted
Groups Affected All WPI Students, Staff, and Faculty trying to access WPI email stored on our Exchange server during the mentioned time frame.
Impact Those looking to log into email on our Exchange server were unable to do so. This included Outlook Web Access and Email Client access such as Microsoft Outlook.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An interruption of Exchange email services occurred over night starting at about 10pm and lasted approximately until 8am this morning.

After troubleshooting, we learned that a server had become unresponsive and needed to be rebooted. Those looking to log into email on our Exchange server were unable to do so. This included Outlook Web Access (http://exchange.wpi.edu/) and email client access such as Microsoft Outlook from on and off campus.

Thank you for your understanding. Please contact the WPI Helpdesk should you have a question or concern about the interruption.


Office Equipment Shutdown (Recommendation)
Posted 22 May 2009 by CCC Helpdesk
When? Friday May 22nd, 2009 – Monday, May 26th, 2009 (Start of Business)
How long? Memorial Day Weekend
Why? The CCC Helpdesk recommends that WPI Office equipment (computers, printers, copiers, etc.) be shut down over the long holiday weekend to reduce energy consumption and realize cost savings for WPI.
Groups Affected WPI Staff and Faculty
Impact Office staff are asked to safely shut down office equipment before leaving for the holiday weekend and turn it back on at start of business on Monday morning. Taking the necessary precautions will result in cost savings for WPI from decreased power utilization.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The CCC recommends that all unnecessary office equipment be powered off over the holiday weekend. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

In the future, we would like to ask the campus to regularly power down equipment on weekends when possible. Doing so increases our energy efficiency and saves money for the university.

Thank you for your cooperation. Enjoy your Holiday!

Brief Interruption of Banner Services – Services Now Restored
Posted 20 May 2009 by CCC Helpdesk
When? Today, May 20th from about 3pm - 4pm
How long? Approximately One Hour
Why? A server log-on service became unresponsive and had to be rebooted.
Groups Affected All WPI Students, Staff, and Faculty trying to access Banner Production or Banner Web (self service) durring the mentioned time.
Impact Those looking to log in to Banner Web or Banner Production were unable to log in with Windows credentials (Admin and Student).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A brief interruption of Banner services occurred today starting at about 3pm and lasted approximately one hour.

After troubleshooting, we learned that a login service had become unresponsive and needed to be rebooted. Those looking to log into Banner Web or Banner Production were unable to do so during the service interruption.

We have since restored all services mentioned. Authentication with Windows credentials (ADMIN and Student) is again now possible.

Thank you for your understanding. Please contact the WPI Helpdesk should you have a question or concern about the interruption.


Phishing Email Attempt
Posted 5 May 2009 by CCC Helpdesk
When? First Message Received: 05/04/2009 10:00PM
How long? NA (Not Applicable)
Why? Phishing attempt for WPI CCC computer account passwords
Groups Affected All campus community members
Impact An email purporting to be from the "WPI.EDU ACCOUNT SUPPORT TEAM" was sent to WPI stakeholders in an attempt to solicit passwords from our community. Do not reply to this email with your password! If you have already done so, please contact the WPI Helpdesk as soon as possible.

You are welcome to delete the phishing email but if you wish to report it, please simply forward the message to phishing@wpi.edu with the full headers if possible. Please be cautious in the future of similar fake emails. WPI IT staff will NEVER ask you for your password.

Additional details about this attempt below.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Monday, May 4th, the first report of this phishing attempt was reported to the WPI Helpdesk. The message appeared to come from the "WPI.EDU Account Support Team". The email was sent to campus in an attempt to solicit passwords from our community, and was not from WPI IT.

Phishing is a method of tricking people into giving up their personal information. In the future, if you receive a similar message that you are unsure of, please contact the Helpdesk prior to following any of the links. You also do not want to download or open any of the attached files which may be attached to these suspicious messages.

If you have received the mentioned message in your inbox, please delete the message and contact the Helpdesk to look into junk mail filtering options. Do not reply with your password!

Should you have any questions or concerns about phishing or the recent attack, please contact the Helpdesk at the contact information provided above.

For more ways to avoid becoming a phishing victim, please see the following link: http://www.apwg.org/consumer_recs.html

For more general information on phishing, please see the following
link: http://en.wikipedia.org/wiki/Phishing

Thank you.


New Email Restriction for Off-Campus Users
Posted 23 April 2009 by CCC Helpdesk
When? Wednesday April 29th, 2009
How long? Henceforth
Why? To enhance security, reduce spam, and help prevent spoofing of WPI email addresses.
Groups Affected WPI Staff, Faculty, and Students.
Impact After 4/29/2009, it may not be possible to send on behalf of a @wpi.edu address from a non-WPI off-campus email account. Exchange users and webmail users will be unaffected.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On April 29th, we will be restricting WPI email to originate from only WPI servers. As a result, other email providers may not allow email to be sent as @wpi.edu addresses.

Users most affected will be those with an IMAP or POP3 connection from off campus to their WPI email. With these connection types, you must use your internet service provider’s SMTP server to send email “as” the WPI address.

Gmail users sending “on behalf of” or “fetching” their email from WPI will not be affected. Also, exchange and webmail users from off campus will not be affected.

If you find that you are unable to send, please set your SMTP server to: submission.wpi.edu with TLS encryption and password authentication.

More information can be found at:
http://www.wpi.edu/Academics/CCC/Services/Email/submission.html

Should you have any questions or concerns, please contact the Helpdesk. Thank you.

WPI Network Services unavailable for required Network Maintenance - 3/11/2009 starting at 10:00 PM EDT
Posted 9 March 2009 by CCC Helpdesk
When? March 11, 2009 beginning at 10:00 pm EDT
How long? Approximately 2 hours. Actual downtime is expected to be limited to a few brief interruptions of service over the course of the two hour time block.
Why? Network Operations will be upgrading the software in the University's main network backbone chassis. The software upgrade to the University's main network backbone chassis will address several existing security vulnerabilities.
Groups Affected All WPI faculty, staff and students.
Impact Access to the WPI network (wired and wireless) will be unavailable.

All IT Services that depend upon network services will be unavailable including:
• Internet access (to or from campus)
• Web access
• Email Services
• Banner web, Banner Production and associated services
• Login to CCC Cluster and UNIX systems
• Windows domain access (including login from campus public and lab computers)
• Access to Network software or license servers
• Access to network file shares
Questions Contact Information Security and Networking by calling x6666 or email netops@wpi.edu. Or, contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
On March 11, 2009 starting at 10:00 pm (EDT) and lasting until 11:59 pm (EDT), Network Operations will be upgrading the software running on the University's main backbone chassis. The software upgrade is required to address several existing security vulnerabilities.

All network access (wired and wireless) will be unavailable to the WPI community. All IT Services that depend upon network services will be unavailable. This includes all web access, email access, banner access, UNIX access, Windows ADMIN domain access, Internet access, and network file shares.

Although there is a planned two hour service window, only brief interruptions in service are expected during the maintenance window. The upgrade is expected to be completed summarily. As network services are expected to be unreliable during the upgrade, WPI community members are advised to avoid use of network and IT services for the duration of the maintenance window.

Thank you for your understanding and cooperation as we work to secure and improve the services we provide.

Planned System Maintenance - 3/11/2009 at 6 am - Multiple Web and CCC Services unavailable
Posted 5 March 2009 by CCC Helpdesk
When? Wednesday, March 11th, 2009 - Starting at 6:00 AM
How long? Approximately 2 hours total
Why? Several CCC servers will be rebooted in order to apply software patches and updates.
Groups Affected WPI Staff, Faculty, and Students who utilize the WPI CCC services provided in the details section of this notice.
Impact Specified services will be unavailable during the scheduled maintenance window. See details below for a complete list of affected services.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday, March 11th, 2009 the following services will be interrupted. Expected downtime is about two hours in total. Each service will be down for about 30 minutes during the 2 hour maintenance period.

•Alumni Gateway on alum.wpi.edu
oIncluding email, login access, and web access for alumni.
•WPI SourceForge on sourceforge.wpi.edu
•Urchin Analytics on stats.wpi.edu
•Web development web server on wwwdevel.wpi.edu
•Web proxy on proxy.wpi.edu
•Maple license service on maple.wpi.edu
•Matlab license service on matlab.wpi.edu

Access to all web sites hosted on www.wpi.edu including:

•ADMISSIONS.WPI.EDU
•IMGD.WPI.EDU
•WWW.ALUMNICONNECT.WPI.EDU
•ALUMNICONNECT.WPI.EDU
•MAFLL.WPI.EDU
•WWW.CE.WPI.EDU
•ALUMNI.WPI.EDU
•MGNT.WPI.EDU
•WWW.CORPED.WPI.EDU
•BANNERWEB.WPI.EDU
•MGT.WPI.EDU
•WWW.CPE.WPI.EDU
•BEILSTEIN.WPI.EDU
•ONLINE.WPI.EDU
•WWW.CS.WPI.EDU
•CEE.WPI.EDU
•REGISTRAR.WPI.EDU
•WWW.ECE.WPI.EDU
•CE.WPI.EDU
•RICC.WPI.EDU
•WWW.GODDARD.WPI.EDU
•CFVS.WPI.EDU
•ROBOTICS.WPI.EDU
•WWW.GRAD.WPI.EDU
•CORPED.WPI.EDU
•SCIFINDER.WPI.EDU
•WWW.MATH.WPI.EDU
•CPE.WPI.EDU
•THINKTANK.WPI.EDU
•WWW.ME.WPI.EDU
•DEVEL2.WPI.EDU
•VOCESLATINAS.WPI.EDU
•WWW.MGT.WPI.EDU
•DEVEL.WPI.EDU
•WPI.EDU
•WWW.ONLINE.WPI.EDU
•FIRST.WPI.EDU
•WWW.ADLN.WPI.EDU
•WWW.RES.WPI.NET
•GRAD.WPI.EDU
•WWW.ADMISSIONS.WPI.EDU
•WWW.WPI.EDU

Please let the Helpdesk know if you have any questions or concerns. Thank you for your understanding while we work to improve the services we offer WPI.


WPI Proxy Server – New Access Restriction
Posted 25 February 2009 by CCC Helpdesk
When? Monday, March 9th, 2009 at 9 AM. This is also the first day of C-D term break.
How long? Henceforth
Why? To reduce the load placed on the WPI web proxy by unnecessary connections.
Groups Affected WPI community members who use the web proxy while they are on-campus.
Impact On-campus users who try to browse the web through the WPI proxy will be automatically directed to a web page asking them to configure their browser to connect directly to the Internet.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The WPI web proxy allows off-campus users to browse the web as if they were on campus. This is useful, for example, to access library resources such as electronic journals, databases, and e-books from home. When on campus, there is no benefit to connecting to the web via the proxy but it does increase the load on WPI's network and servers.

Connections to the proxy from on-campus are often made accidentally. It's easy to forget to change the proxy settings on a notebook computer when moving it between home and campus. This redirect will serve as a reminder to those who forget, and help make better use of WPI's shared computing resources.

If you have any questions or concerns, please contact the Helpdesk for assistance.


Banner Services Unavailable on 2/24/09 due to Planned Upgrade
Posted 17 February 2009 by CCC Helpdesk
When? Tuesday, February 24th, 2009 starting at 5 pm
How long? Approximately 10 hours
Why? The Banner database is moving to new hardware.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services mentioned in the details section (below) of this notice.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A hardware upgrade is needed on our Banner database. Expected downtime is approximately 10 hours.

The following Banner services will be unavailable during the upgrade:
-Banner Web Information System
-Banner Forms (Production)
-ARD
-ODBC Connections to the Banner Database
-On-line conference payments
-Web Admissions applications
-On-line giving
-Course Schedule lookup
-CCC account creation and maintenance

Please feel free to contact the Helpdesk with any questions on the down time. Should there be a major conflict, please let us know.

Thank you for your patience and understanding as we work to improve the systems we support.


SharePoint Issues - Resolved
Posted 13 February 2009 by CCC Helpdesk
When? Friday, February 13th 7:00 PM
How long? Approximately 12 hours
Why? Critical Security Patch Applied
Groups Affected All WPI Faculty/Staff/Students that use SharePoint
Impact Some SharePoint functionality was unavailable
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Today, Friday February 13th, WPI's SharePoint environment was adversely affected by a critical security patch applied during the scheduled systems downtime earlier in the day. The Windows Team worked throughout the day and into the evening to resolve the issue.

No data has been lost, and all SharePoint & Project Web Access functionality has been restored.

If you have any questions or concerns, please contact the Helpdesk.

Thank you for your patience while we worked to resolve this unexpected service instability.

CCC Virtual Machine Warehouse Server Planned Downtime
Posted 13 February 2009 by CCC Helpdesk
When? Thursday, February 19th at 6:00 A.M.
How long? Approximately 1 hour
Why? The CCC virtual server will be taken offline briefly for required maintenance including security updates and a memory upgrade.
Groups Affected WPI Students Staff and Faculty looking to access the resources mentioned in the impact section below.
Impact During the outage there will be no web access to the following sites and resources:
•Alum.wpi.edu (Personal Alumni Web Server and Alumni Email)
•Sourceforge.wpi.edu
•wwwdevel.wpi.edu (Web Development Server)
•Stats.wpi.edu (Urchin)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Thursday, February 19th starting at 6:00 A.M we will be taking the CCC virtual machine warehouse server offline. The total downtime should last approximately one hour. We will be performing required maintenance including security updates and a memory upgrade.

Please see the impact section for affected resources and sites. Should you have any questions or concerns, please contact the Helpdesk.

Thank you for your patience while we improve the services offered to the WPI community.

SharePoint Data Corrupted
Posted 13 February 2009 by CCC Helpdesk
When? 6:00 AM today, 02/13/2009, until further notice
How long? Unknown at this time
Why? Critical Security Patch Applied
Groups Affected All WPI Faculty/Staff/Students that use SharePoint
Impact SharePoint may be unreliable – Do not upload any new data to SharePoint
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This morning we applied a critical security patch to all systems. A small number of systems were adversely affected by this patch, including SharePoint. SharePoint seems to still be operational, but at this time we ask everyone to refrain from uploading any new data to SharePoint in case a data restore becomes necessary. The Project Web Access site is unavailable as a result of this problem.
We are actively working on fixing the problem and are communicating with Microsoft Support about a solution. However, a SharePoint system restore from the most recent working backup may be necessary.

Thank you for your patience and cooperation as we try to resolve the issue.



Comsol Planned Downtime
Posted 3 February 2009 by CCC Helpdesk
When? February 11, 2009 starting at 7 a.m.
How long? Approximately 15 Minutes
Why? To upgrade the Comsol application and transition the Comsol license server over to failsafe server configuration.
Groups Affected WPI staff, faculty, and students who use Comsol.
Impact Previously installed Comsol software will not able to check out licenses while the new Comsol software and license server are being updated and moved.

The Comsol class pack users will NOT be affected by this software update.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On February 11th, 2009 Comsol will be upgraded. We will also be transitioning the Comsol license server over to failsafe server configuration. A downtime of 15 minutes will occur as a result starting at 7 a.m.

Users who have previously installed Comsol software will not able to check out licenses while the new Comsol software and license server are being updated and moved.

The Comsol class pack users will NOT be affected by this software update.

Please direct any questions or concerns to the Helpdesk.

Thank you for your patience while we work to improve the services we offer to the WPI community.


Helpdesk Holiday Hours
Posted 16 January 2009 by CCC Helpdesk
When? Sunday, January 18th and Monday January 19th, 2009
How long? Two days
Why? In order to provide service over the upcoming holiday weekend, the Helpdesk will be open on Monday during the mentioned times below to assist with WPI community with computing issues.
Groups Affected Staff, faculty, and students looking to contact the Helpdesk
Impact Limited hours may impact service response time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The WPI Helpdesk will be closed on Sunday, January 18th and open from 2pm until 10 pm on Monday, January 19th. Service response time may be impacted as a result.

Should you have an urgent request, please email the Helpdesk with a high importance indicator.

If you have any questions or concerns, please contact the WPI Helpdesk at the contact information listed above.

Planned Systems Maintenance Window – Important IT Services Impacted
Posted 7 January 2009 by CCC Helpdesk
When? Friday, January 9, 2009 starting at 6:00 AM (EST)
How long? Approximately 1 hour
Why? To complete required system maintenance
Groups Affected Faculty, staff and students who use the affected services
Impact The following servers and associated services will be unavailable during this maintenance window:

• www.wpi.edu - Web services, including off-site access to campus, department and personal websites will be unavailable during the maintenance window. Our mysql server will be impacted as well.

• smtp.wpi.edu – Incoming and outgoing campus email services will be unavailable during this maintenance window. Email will be queued for delivery once the server is back online.

• ccc2.wpi.edu - Login services to ccc2.wpi.edu.

• Webmail.wpi.edu - Unix webmail will not be available, this includes use of Squirrelmail

• Sourceforge.wpi.edu – Login access to Sourceforge will not be available.

• Academic License Server - Software services impacted by this server maintenance will include licenses for maple, matlab, comsol(femlab). Licenses for these products will not be available during the maintenance window.

• Proxy.wpi.edu – Login access will not be available.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The following servers require maintenance and will be taken offline for approximately 1 hour beginning at 6:00 am EST on Friday, January 9, 2009. Services provided by affected servers will be unavailable during the scheduled maintenance window. See impact section of this notice for a list of impacted services.

- www.wpi.edu
- webmail.wpi.edu
- smtp.wpi.edu
- ccc2.wpi.edu
- users.wpi.edu
- sourceforge.wpi.edu
- mysql.wpi.edu
- proxy.wpi.edu
- appliance1.wpi.edu
- appliance4.wpi.edu

Please direct any questions or concerns to the Helpdesk.

Thank you for your understanding as we work to ensure the stability and security of the services we provide.


Library Catalog Unavailable
Posted 5 January 2009 by Don Richardson
When? Wednesday, January 7, 2009
How long? Approximately 30 minutes
Why? Installation of a patch to the library's Voyager system
Groups Affected All library users and library staff
Impact The library catalog will not be available to look up books and other materials in the library collection. Library users will not be able to place interlibrary loan and other types of requests, including those for project reports and Founders storage. Library users will not have access to their library account information.
Questions Contact the library by calling x6700 or
e-mail library-answers@wpi.edu

Details
The Gordon Library's Voyager system will be down for about 30 minutes Wednesday, 1/7/2009, starting at 9 A.M. A Voyager service pack containing a number of software bug fixes released since the last Voyager upgrade in October 2008 will be installed. The library catalog will be unavailable while the system is down, as will other services that run on library.wpi.edu, including interlibrary loan and other types of requests such as project reports and Founders storage. Library user account information also will not be accessible. We apologize in advance for any inconvenience while we install this service pack prior to the start of classes next week.


Errant Connect-ED Text Message Notification
Posted 11 December 2008 by CCC Helpdesk
When? Thursday, December 11th 2008 at 1PM
How long? Immediate
Why? Unknown
Groups Affected All WPI Community Members
Impact An errant text message was delivered to some cell phones enrolled in our crisis contact system. The message can be safely ignored.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Today, Thursday December 11th at approximately 1:00 PM EST, some WPI community members may have received an errant text message notification on cell phones enrolled in our crisis contact system. This message was delivered unintentionally, and can be safely ignored.

The content of the message was: “NTI GROUP DEMO SMS: You are now confirmed to receive alerts from us. More info text reply HELP or STOP SMSDEMO to opt-out.”

Our system vendor, Connect-ED, is investigating and will work with WPI IT to ensure that errant messages are not delivered in the future.

We apologize for any inconvenience. If you have any questions or concerns, please contact the Helpdesk.

Thank you for your patience and understanding while we work to improve the services we provide to the WPI community.

Planned Exchange Mailbox Maintenance for Faculty and Staff
Posted 8 December 2008 by CCC Helpdesk
When? Monday December 22nd, 2008 – Monday January 5th, 2009
How long? During this two week period, daily, from 1:00 a.m. – 5:00.a.m. EST
Why? To perform required maintenance for Administrative Mailboxes.
Groups Affected All WPI Faculty and Staff utilizing the Exchange email system
Impact Access to Exchange email through Outlook, Outlook Web Access, Mobile Device ActiveSync, and Blackberry Devices will be unavailable for an average of 15 minutes per mailbox during the scheduled service time to allow for the maintenance to occur.

Services will be unavailable for one fifteen minute interval per user during the two week period. All mail will be queued and delivered immediately following the maintenance.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
During the dates of Monday December 22nd, 2008 through Monday January 5th, 2009 maintenance will be performed on all ADMIN Exchange mailboxes. Work is set to run during the 1 a.m. - 5 a.m. (EST) service window.

This maintenance will allow us continue to achieve high performance on our Exchange databases and reorganize the number of mailboxes per database as defined by Microsoft best practices. Maintenance is performed per mailbox and will take approximately 15 minutes on average to process. All mail will be queued and delivered immediately following maintenance.

Please contact the Helpdesk with any questions or concerns you may have about the maintenance.

Thank you for your understanding while we work to improve the services we provide to the WPI community.


Office Equipment Shutdown (Recommendation)
Posted 26 November 2008 by CCC Helpdesk
When? Wednesday November 26th, 2008 – Monday, December 1, 2008 (Start of Business)
How long? Over the Thanksgiving Holiday Break
Why? The CCC Helpdesk recommends that WPI Office equipment (computers, printers, copiers, etc.) be shut down over the long holiday weekend to reduce energy consumption and realize cost savings for WPI.
Groups Affected WPI Staff and Faculty
Impact Office staff are asked to safely shut down office equipment before leaving for the holiday weekend and turn it back on at start of business on Monday morning. Taking the necessary precautions will result in cost savings for WPI from decreased power utilization.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The CCC recommends that all unnecessary office equipment be powered off over the holiday weekend. Please note that if you intend to remotely access your WPI desktop while away, it must remain powered on.

In the future, we would like to ask the campus to regularly power down equipment on weekends when possible. Doing so increase our energy efficiency and save money for the university.

Thank you for your cooperation. Enjoy your Holiday!

Increase in available Matlab licenses
Posted 20 November 2008 by CCC Helpdesk
When? Effective immediately
How long? Henceforth
Why? To meet increased demand for Matlab licenses.
Groups Affected Faculty, staff and students who have need of using Matlab.
Impact The number of available concurrent Matlab licenses has increased from 100 to 150 in order to meet increasing demand.

Licenses should be more readily available to better meet the needs of Matlab users.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Recently members of our community have been experiencing licensing issues (reached maximum numbers allowed) when trying to use Matlab. Matlab is an important software application resource for many students, faculty and staff.

In order to proactively address these recent problems before they become an issue in our classrooms, projects and research, we have increased our main Matlab licenses by 50%. Effective today, there are now 150 concurrent licenses available for use.

Thank you for your patience as we worked to improve the service availability of this important resource.


Virtual Server - Unexpected Reboot
Posted 18 November 2008 by CCC Helpdesk
When? Today, November 18th at 12pm
How long? Approximately 20 minutes
Why? A reboot of our virtual server is needed.
Groups Affected All WPI members that utilize the services mentioned in the impact section.
Impact The following services will be affected:

•sourceforge.wpi.edu,
•alum.wpi.edu,
•wwwdevel
•urchin(web statics)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An unexpected reboot of our virtual server is needed.

The virtual systems affected will be sourceforge.wpi.edu, alum.wpi.edu, wwwdevel and urchin(web statics).

We apologize about any inconvenience this will cause. The reboot should last approximately 20 minutes.

Please direct questions or concerns to the Helpdesk. Thank you for your understanding.


Intermittent Exchange E-Mail Issues - Resolved
Posted 25 October 2008 by CCC Helpdesk
When? Friday, October 24th 8AM - 6PM
How long? Approximately 10 hours
Why? Our Exchange e-mail infrastructure experienced simultaneous software and hardware issues.
Groups Affected All Exchange E-Mail Users
Impact During the workday, users experienced brief, intermittent Exchange e-mail service outages.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Yesterday, Friday October 24th, WPI's Exchange e-mail environment experienced a number of brief intermittent outages throughout the day. The outages were caused by a software incompatibility combined with a simultaneous hardware instability. The Windows Team worked during the day and into the evening to stabilize our infrastructure and resolve the issues.

If you have any questions or concerns, please contact the Helpdesk.

Thank you for your patience while we worked to resolve this unexpected service instability.

Web Server (www.wpi.edu) Planned Downtime
Posted 23 October 2008 by CCC Helpdesk
When? Friday, October 31st at 6:00 A.M
How long? Approximately 10 minutes
Why? The web server (www.wpi.edu) will be taken offline briefly for required maintenance.
Groups Affected Anyone looking to access WPI internal and external web page(s)
Impact During the downtime, no WPI web page(s) served from www.wpi.edu will be accessible by internal or external users (including off-site visitors).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, October 31st the WPI web server will be taken offline in order to install security updates and apply bug fixes. During the short down time, there will be no access to WPI web pages.

The following sites will be impacted:
www.wpi.edu
www.me.wpi.edu
www.cs.wpi.edu
www.gatewayparkworcester.com
www.infire.org
admissions.wpi.edu
www.mgt.wpi.edu
www.goddard.gigapop.net
www.wjfc.org
www.massacademy.org
www.grad.wpi.edu
www.wpiventureforum.org
www.faberc.org
cpe.wpi.edu
www.ece.wpi.edu
www.math.wpi.edu
www.vocesdelcaribe.org
alumni.wpi.edu
lego.wpi.edu

If you have any questions or concerns, please contact the Helpdesk.

Thank you for your understanding while we work to improve the services that we provide.


Banner Services Unavailable on 10/24/08 due to Planned Upgrade
Posted 20 October 2008 by CCC Helpdesk
When? Friday, October 24th, 2008 starting at 5 pm.
How long? Approximately 24 hours.
Why? An Oracle upgrade is needed on the Banner database.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services mentioned in the details section (below) of this notice.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An Oracle upgrade is needed on our Banner database. Expected downtime is approximately 24 hours.

The following Banner services will be unavailable during the upgrade:
-Banner Web Information System
-Banner Forms (Production)
-ARD
-ODBC Connections to the Banner Database
-On-line conference payments
-Web Admissions applications
-On-line giving
-Course Schedule lookup
-CCC account creation and maintenance

Please feel free to contact the Helpdesk with any questions on the down time. Should there be a major conflict, please let us know.

Thank you for your patience and understanding as we work to improve the systems we support.


Library Catalog Unavailable
Posted 13 October 2008 by Don Richardson
When? Monday, October 20, 2008, starting at 10 A.M.
How long? 2 days. The system will be down through Tuesday, October 21, 2008.
Why? The library's Voyager system will be upgraded to the latest release, Voyager 7, and to Oracle 10. The upgrade will be done by the system vendor, Ex Libris Group, Inc.
Groups Affected All library users and library staff
Impact The library catalog will not be available to look up books and other materials in the library collection. Library users will not be able to place interlibrary loan and other types of requests, including those for project reports and Founders storage. Library users will not have access to their library account information.
Questions Contact the library by calling x6700 or
e-mail library-answers@wpi.edu

Details
The library's Voyager system will be off line on Monday-Tuesday, October 20-21, 2008, while the system is upgraded to Voyager release 7 and Oracle 10. As a result, the library catalog will be unavailable to library users and staff both days. Other services that run on library.wpi.edu will be unavailable, including interlibrary loan and other types of requests such as project reports and Founders storage. Library user account information also will not be accessible.

The library's electronic journals, databases, and electronic books are not affected by the Voyager upgrade and will be up and running.

We apologize for any disruption caused by the downtime. Please contact the library at ext. 6700 or library-answers@wpi.edu if you have questions or concerns.

Library Catalog System Planned Downtime
Posted 26 September 2008 by CCC Helpdesk
When? September 30th starting at 6:00 a.m.
How long? Approximately one hour
Why? We will be installing operating system patches on the system that hosts WPI’s library system.
Groups Affected All WPI students, staff, and faculty looking to access the online library resources provided in the impact section below.
Impact The following resources will not be available during the planned downtime.

-Library Catalog
-Library Account Login
-Requests that point to library.wpi.edu (ILL, Holds, Course Reserve, Founders Storage)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On September 30th starting at 6:00 a.m. our administrators will be applying operating system patches on the system that hosts WPI’s library system.

A short one hour downtime of the services mentioned in the impact section of this notice will result.

Library databases and electronic journals will not be affected by the planned downtime and should remain available.

We apologize in advance for any inconvenience. If you have a question or a concern please contact the Helpdesk.

Thank you for your patience while we work to ensure the reliability of the services we provide to the WPI community.


Big16.wpi.edu Planned Downtime
Posted 11 September 2008 by CCC Helpdesk
When? Monday September 15, 2008 starting at 6:00 A.M.
How long? Approximately 4 hours
Why? An Operating system upgrade is needed to improve system reliability.
Groups Affected All WPI Staff, Faculty, and Students who access the Big16 Computer research system.
Impact Login will not be possible to Big16 during the downtime. Please disconnect prior to the mentioned start time. Connected individuals will be disconnected if still logged in at the start of the upgrade.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Monday September 15, 2008 our system administrators will take Big16 off line for about four hours in order to perform an Operating System upgrade. Big16.wpi.edu is a WPI compute research system used by faculty, staff, and students.

Login will not be possible to Big16 during the downtime. Please disconnect prior to the mentioned start time. Connected individuals will be disconnected if still logged in at the start of the upgrade.

We will be upgrading this server’s OS to Red Hat 5 Enterprise Linux. The upgrade is needed to improve system reliability. Currently, Big16 is experiencing random crashes and we feel an OS upgrade will eliminate this problem.

Please contact the Helpdesk with any questions or concerns.

Thank you for your understanding while we improve the services we offer the WPI community.


Maximo Work Order System Unavailable 9/12/08 – 9/15/08
Posted 10 September 2008 by CCC Helpdesk
When? Friday September 12, 2008, 5:00 PM (EDT) to Monday, September 15, 2008 5:00 AM (EDT)
How long? Approximately 60 hours
Why? A major planned upgrade of the Department of Facilities work order software (maximo.wpi.edu or workorders.wpi.edu)
Groups Affected Faculty, Staff, and Students who use Maximo
Impact The work order system will be unavailable for use during the upgrade.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A major upgrade of the Maximo work order software is being performed to add new features for the Department of Facilities and the WPI community. After the upgrade, the system will utilize Windows logins and passwords for authentication.

If you access the work order system with a username that is different from your Windows username, please send a request to the Helpdesk containing your current Maximo login to expedite the process of reestablishing your account.

Thank you for your patience and cooperation as we work to improve the systems we support.


WPI Email - Planned Downtime (smtp.wpi.edu)
Posted 8 September 2008 by CCC Helpdesk
When? Friday, 9/12/2008 from 7:00 a.m. - 7:30 a.m.
How long? Approximately a half hour
Why? The server will be taken offline for a required memory upgrade. A memory upgrade will allow us to expand our mail server’s capabilities.
Groups Affected Staff, Faculty, and Students.
Impact During the downtime, it will not be possible to send and receive email to/from outside email addresses.

Please note that ALL inbound and outbound mail should be queued and delivered in a timely manner once the SMTP server is back on line.

Internal Exchange users will not be impacted by this outage; people using Exchange will be able to mail other exchange users during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday September 12th, 2008 we will be upgrading our SMTP email server. A downtime of approximately a half hour will occur as a result .

The WPI SMTP server is responsible for sending and receiving email to/from outside email addresses. We will be bringing it off-line in order to install an additional 8 gigabytes of memory.


If you have any questions or concerns about this downtime, please contact the Helpdesk.

Thank you for your understanding while we work to improve the services we offer the WPI community.


Source Forge - Planned Downtime
Posted 25 August 2008 by CCC Helpdesk
When? Wednesday, August 27th starting at 6:00 PM thru Thursday morning at 2:00 AM
How long? Approximately Eight Hours
Why? A Source Forge hardware and software upgrade is needed.
Groups Affected WPI Students, Staff, Faculty, and collaborators who use the WPI Source Forge server.
Impact Contributors to Source Forge will not be able to access their projects during the downtime.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We will be moving the Source Forge software to a new system because of a potential hardware failure of the current system. During the move we will also be patching Source Forge with the latest service pack and hot fix. The previous attempt to do so was aborted.

The outage should last about eight hours starting at 6:00 pm on August 27th. During the downtime, contributors to Source Forge will not be able to access their projects

Please feel free to contact the Helpdesk with any questions regarding the down time.

Thank you for your understanding while we work to improve the services we provide to the WPI community.


Service Interruption – all Windows services (Exchange, Banner, Domain login)
Posted 21 August 2008 by CCC Helpdesk
When? Tonight - 7:00 pm – 8:00 pm, Thursday, August 21, 2008
How long? 1 hour
Why? A critical Security Patch needs to be applied to the network infrastructure which will require bringing Windows Services offline for the duration of the maintenance.
Groups Affected WPI Community
Impact All Windows Services will be impacted. The following services will be unavailable during the maintenance:

• Exchange (exchange.wpi.edu) – this includes Outlook Web Access and Outlook Client Access
• Domain login – this includes login to public computers on campus, faculty and staff PC login.
• windows.wpi.edu (terminal server)
• Banner authentication using Windows passwords
• SharePoint (sharepoint.wpi.edu)
- myWPI (my.wpi.edu)
Other services dependent upon Windows services or authentication may be impacted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We expect this service interruption to be brief. Services should be restored no later than 8:00 pm but may be available much sooner.

Thank you for your understanding while we work to ensure the stability and security of the services we provide.


Helpdesk availability 8/21/08-9/05/08
Posted 20 August 2008 by CCC Helpdesk
When? August 21, 2008 through September 5, 2008
How long?
Why? The Helpdesk expects high call volume in the days leading up to NSO, during NSO (Sunday, 8/24-Wednesday, 8/27), and during the first week of A-term.
Groups Affected WPI Community; Faculty, staff and students
Impact Helpdesk expects unusually high call volume from August 21 – September 5, 2008 due to New Student Orientation and the start of A-term.

Response times may be longer than usual and some callers may be diverted to voice mail. Callers who are diverted to voice mail during these times are asked to leave a detailed message. The Helpdesk will respond as quickly as possible. Response times are expected to be longer than usual.

The Helpdesk asks your patience and understanding as we work to serve all WPI community members.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Details:
Thurs. & Fri. - August 21st & 22nd
Helpdesk will be conducting student staff training on Thursday, August 21st & Friday, August 22nd. Since some Helpdesk staff and all Helpdesk student staff will be in training on these days, the Helpdesk will be short-staffed. Response times will be longer than usual and some callers may be diverted to voice mail.

Sunday, August 24th
Helpdesk will be open 9 am - 3 pm to assist new students and their families

Monday, August 25th
Helpdesk will be open from 8 am - 4 pm but closed from 4 p.m. – 6 p.m. to prepare for evening Computer Network Setup visits to the First Year Residence Halls. Helpdesk will re-open at 6 pm and close at 10 pm.

Tues., August 26th & Wed., August 27th and first week of A-term – Helpdesk expects unusually high call volume on these days. Response times will be longer than usual and some callers may be diverted to voice mail.

We appreciate the understanding and support of the WPI Community as we work to address the needs of all those who seek our assistance. Thank you in advance for your patience during this busy time.


Unix Systems unavailable briefly for reboot - planned outage
Posted 18 August 2008 by CCC Helpdesk
When? Thursday, August 21st starting at 6:00 A.M.
How long? Approximately 10 minutes
Why? UNIX systems must be restarted in order to prepare services for the start of the new academic year.
Groups Affected All WPI Staff, Students, and Faculty requiring access to affected resources (see impact section below).
Impact The following services will be impacted by this brief outage:

*During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered. (Internal Exchange will not be impacted).

*No WPI departmental or personal web pages will be accessible

*No Unix services will be available, including:
   -no login to Unix servers
   -no VPN authentication
   -no Proxy authentication.

*There will be no access to files stored on toaster.wpi.edu via Windows drive mapping
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Thursday, August 21st at 6:00 A.M. UNIX systems will be rebooted in order to prepare services for the upcoming year. Connections to all UNIX services will be refused during the restart period.

Please contact the Helpdesk with any questions or concerns.

Thank you for your patience while we work to ensure the reliability of the services we provide to the WPI community.


Unix Mail Outage (unplanned)
Posted 12 August 2008 by CCC Helpdesk
When? Monday August 11th, 2008
How long? The outage started at 3:41 pm and lasted until 8:22 pm on August 11th.
Why? A disk subsystem error caused an outage of Unix mail services yesterday. This caused a delay in delivery of email to the WPI Unix mail hub.
Groups Affected WPI Staff, Faculty, and Students whose email resides on the Unix email servers.
Impact During the mentioned times above, Unix mail was not accessible.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A disk subsystem error caused an outage of Unix mail services yesterday. This caused a delay in delivery of email to the WPI Unix mail hub. The outage started at 3:41 pm and lasted until 8:22 pm. During the outage, Unix mail was not accessible. Email was not lost as a result of the downtime.

Internal Exchange mail was not impacted by this outage. Exchange users may have noticed a delivery delay in mail messages which originated from or passed through the Unix mail servers.

Unix email services are now restored.

If you have questions or concerns about yesterday’s outage, please contact the Helpdesk.

Thank you for your patience as we worked to resolve this issue.


Unix Webmail (squirrelmail) Downtime
Posted 11 August 2008 by CCC Helpdesk
When? Thursday, August 14th starting at 6:00 A.M.
How long? Approximately 1 hour
Why? To upgrade WPI UNIX Webmail software to the newest version and move the service to modern hardware.
Groups Affected WPI Staff, Faculty, and Students who use the Unix webmail interface to check email.
Impact Those connected into their Unix email via the web interface at the time of the downtime will be disconnected. Unix webmail will not be available during the upgrade. Email received during the downtime will be available in squirrelmail once the Unix webmail system is restored.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Our Unix administrators will be performing an upgrade of the software and hardware that runs the WPI Unix Webmail interface. The upgrade will begin on Thursday, August 14th starting at 6:00 A.M. and last about an hour.

We will be upgrading WPI Unix webmail to SquirrelMail 1.4.15. This will enhance the security and feature set of WPI webmail. New features include optional secure email (GPG encrypted) and a display of current weather conditions at WPI.

The new software will be running on new Sun 64 Bit Opteron hardware. The system will be much faster and will be supported by RedHat 5 Linux.

Those connected into their Unix email via the web interface at the time of the downtime will be disconnected. Unix webmail will not be available during the upgrade. To reduce the risk of data loss please log out of webmail.wpi.edu prior to the downtime.

Email received during the downtime will be available in squirrelmail following the upgrade. IMAP and POP connections to the Unix email server will not be affected. Unix mailboxes will still receive new email. Only the Unix web interface will be impacted.

If you have any questions or concerns, please contact the Helpdesk.

Thank you for your understanding while we improve the services we offer the WPI community.


CCC.WPI.EDU (Unix Servers) Planned Downtime
Posted 6 August 2008 by CCC Helpdesk
When? August 12th starting at 6:00 A.M.
How long? Approximately one hour
Why? To replace older ccc.wpi.edu computer hardware with modern hardware.
Groups Affected Staff, Faculty, and Students who access the Unix ccc.wpi.edu systems.
Impact Those still connected into the ccc.wpi.edu systems will be logged off when the hardware swap is made. Connection attempts will be rejected during the downtime.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On August 12th at 6:00 a.m. our Unix administrators will be swapping the hardware that runs the Unix ccc.wpi.edu servers. They will be replacing the current computers with new Sun 64 Bit Opteron hardware. The new systems will be much faster and will be supported by RedHat 5 Linux. These systems will be loaded with the latest versions of Matlab, Maple, Oracle, SQLPlus, Comsol, and Pine.

To reduce the risk of data loss, please close any open files and exit out of any open sessions to ccc.wpi.edu prior to the system swap. Connection attempts will be rejected during the downtime.

Any questions or concerns should be sent to the Helpdesk.

Thank you for your understanding while we improve the services we offer the WPI community.


Source Forge - Planned Downtime
Posted 5 August 2008 by CCC Helpdesk
When? August 11th starting at 6:00 AM
How long? Approximately 1 hour
Why? A Source Forge hardware and software upgrade is needed.
Groups Affected WPI Students, Staff, Faculty, and collaborators who use the WPI Source Forge server.
Impact Contributors to Source Forge will not be able to access their projects during the downtime.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We will be moving the Source Forge software to a new system because of a potential hardware failure of the current system. During the move we will also be patching Source Forge with the latest service pack and hot fix.

The outage should last an hour starting at 6:00AM on August 11th. During the downtime, contributors to Source Forge will not be able to access their projects

Please feel free to contact the Helpdesk with any questions regarding the down time.

Thank you for your understanding while we work to improve the services we provide to the WPI community.


Phone system availability during planned upgrade
Posted 28 July 2008 by CCC Helpdesk
When? Friday, August 1, 2008 6:00 PM - 2:00 AM (August 2, 2008) EDT
How long? Approximately 8 hours
Why? A hardware upgrade is scheduled for the phone system. During portions of the upgrade, the phone system may be unavailable for use.
Groups Affected Faculty, Staff and Students who use WPI phones.
Impact While the phone system hardware is being replaced, the phone system will periodically be unavailable for service.

WPI Community members should be advised to have alternate means of communications available for use during the scheduled upgrade period. Phone services will experience some interruptions, even though every effort will be made to keep these outages at a minimum.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The PBX hardware is being replaced with a faster central processing unit (CPU). The scheduled upgrades should provide some useful enhancements to our current phone service offerings.

Thank you for your understanding while we work to improve the services we provide.


myWPI Unavailable 8/6/08 – 8/7/08 (planned outage) due to major system upgrade
Posted 22 July 2008 by CCC Helpdesk
When? Wednesday August 6, 2008, 7:00 pm (EDT) to Thursday, August 7, 2008 12:00 pm (EDT)
How long? Approximately 17 hours
Why? In order to complete a major upgrade of the myWPI software
Groups Affected Faculty, Staff, and Students who use myWPI (my.wpi.edu)
Impact During the duration of the upgrade, myWPI (my.wpi.edu)will be unavailable for use. This includes:
• No login access for students, faculty or staff
• No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A major upgrade of myWPI will address known issues and will offer additional features to myWPI users. No action is required by users. Details on new features available as a result of the upgrade will be forthcoming.

Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions
==================================================
Here are some answers to questions users may have about the upgrade:

What about E-term grades?
=========================
This upgrade has been scheduled to occur after the E-term 10 week course grades are due to the Registrar on August 6, 2008 at 5:00 PM (EDT). Grades for the 5 and 7 week E-term courses were already due. Students may check their final course grades online from the Student Web Information System at http://bannerweb.wpi.edu. Course sites remain available for 21 days after the end of a term, so students will still be able to access their E-term sites following the upgrade to review grades on individual assignments. If you need a course site to remain available for longer than 21 days after the end of E-term, send a request to myhelp@wpi.edu .

I need a course/organization/project-group site. What should I do?
====================================================================
Course or Organization site requests submitted using the forms found at http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/forms.html will still be processed before and after the upgrade, usually within two business days. However, during the downtime, we will not be able to process any site requests. Any submissions during this time will be queued until after the upgrade is complete.

What will happen if I am working on a course or organization site prior to the upgrade? Will I lose my content?
====================================================================
No content will be lost in any myWPI sites. You will simply lose access to your site during the upgrade. Following the upgrade your myWPI site will appear exactly as it did before. The only major changes will be to an improved Gradebook.

Following the upgrade, will I still be able to copy content from prior courses like I could before?
=================================================================
Yes, prior course content will still be available for copying into current and future course sites.

What resources will be available for learning about the new features that will be available?
==================================================================
Prior to the upgrade, an announcement with details about the new features will be sent via e-mail. That announcement will include a link to a webpage showing the new features. Also, the myWPI Help and Support Site (http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/ ) is being updated to reflect the changes in the upgrade. Additionally, training sessions will be offered near the beginning of A-term and the myHelp team will be happy to provide one-on-one assistance if you contact them at myhelp@wpi.edu.


Status update for Network File Share accessibility
Posted 11 July 2008 by CCC Helpdesk
When? Start of Business, Friday, July 11, 2008
How long? N/A
Why? To provide the WPI Community with a Status update on this issue.
Groups Affected WPI Community members utilizing Network file shares via mapped network drives
Impact Improved accessibility to files stored on Network files shares should be seen today following work done on the servers overnight.
WPI Community members who were advised to disconnect mapped network drives during the course of the day yesterday, may have to re-map the drives. Information about mapping network drives can be found at: www.wpi.edu/+Helpdesk/Network/Mapping/
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Systems Administrators worked overnight and early this morning to resolve network file share access issues that WPI Community members were experiencing over the course of the business day yesterday. The changes made overnight should yield positive results.

Access to files stored on network file shares should be restored. Anyone who continues to have problems should contact the Helpdesk for assistance.

Thank you for your patience as we worked to resolve these issues and restore services.


Helpdesk is getting reports of troubles accessing files stored on network File Shares via mapped network drives
Posted 10 July 2008 by CCC Helpdesk
When? Reports to Helpdesk began this morning, Thursday, July 10, 2008
How long? Time to resolution is unknown at this time
Why? The cause is unknown at this time. An attempted reboot at noontime failed to resolve the problem. Troubleshooting efforts continue at this time.
Groups Affected Some WPI Community members are experiencing difficulties accessing files stored on network file shares.
Impact Helpdesk has been receiving reports from users who are experiencing problems accessing files stored on network file servers via mapped network drives.
Not all users are impacted.

Reports included:
• Unable to open file via a mapped network drives
• Persistently mapped drives appeared as disconnected
• Problems browsing for files via Windows Explorer (My Computer "hangs")

In some instances disconnecting the mapped network drive and reconnecting it manually helps to solve the problem. In other instances a reboot of the computer has yielded positive results. Please note these work-a-rounds have not worked consistently and may not work for all users.
Directions for manually mapping a network drive can be found online at:
www.wpi.edu/+helpdesk/Network/Mapping/
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This morning, Helpdesk began fielding reports that some users were having difficulties accessing files stored on network file shares.

Systems administrators have been working to resolve these issues. In an attempt to fix the problem and restore connections, the file server was rebooted at noontime. Connections were briefly restored for some users, but the resolution was short-lived.

Currently, the cause is unknown. Systems administrators continue to work to resolve this issue.

Thank you for your patience while we work to restore the reliability of this service.

We will keep the community informed as new information becomes available.


Postponed! - Banner Services Unavailable on 06/20/08 due to planned upgrade
Posted 20 June 2008 by CCC Helpdesk
When? Previously scheduled for Friday June 20, 2008 at 5pm EDT, we will notify at a later date regarding when the upgrade will occur.
How long? Approximately 24 hours
Why? An Oracle upgrade is needed on the Banner database.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services mentioned in the details section (below) of this notice.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Testing has uncovered unforeseen problems which will not allow us to upgrade our Banner database today (06/20/08). We will need to postpone the upgrade until a not yet determined date.

An Oracle upgrade is needed on our Banner database.

The following Banner services will be unavailable during the upgrade:

-Banner Web Information System
-Banner Forms (Production)
-ARD
-ODBC Connections to the Banner Database
-On-line conference payments
-Web Admissions applications
-On-line giving
-Course Schedule lookup
-CCC account creation and maintenance

Please feel free to contact the Helpdesk with any questions on the down time. Should there be a major conflict, please let us know.

Thank you for your patience and understanding as we work to improve the systems we support.

Banner Services Unavailable on 06/20/08 due to planned upgrade
Posted 19 June 2008 by CCC Helpdesk
When? Friday, June 20, 2008 starting at 5 pm.
How long? Approximately 24 hours.
Why? An Oracle upgrade is needed on the Banner database.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services mentioned in the details section (below) of this notice.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An Oracle upgrade is needed on our Banner database. Expected downtime is approximately 24 hours.

The following Banner services will be unavailable during the upgrade:

-Banner Web Information System
-Banner Forms (Production)
-ARD
-ODBC Connections to the Banner Database
-On-line conference payments
-Web Admissions applications
-On-line giving
-Course Schedule lookup
-CCC account creation and maintenance

Please feel free to contact the Helpdesk with any questions on the down time. Should there be a major conflict, please let us know.

Thank you for your patience and understanding as we work to improve the systems we support.


Exchange E-Mail Services Restored following UNPLANNED Outage
Posted 17 June 2008 by CCC Helpdesk
When? Tuesday June 17, 2008
How long? Services were restored around 1:00 pm
Services had been unavailable from 7:30 AM – 1:00 PM EDT (5.5 hours)
Why? A storage error occurred early this morning which prevented access to individual mailboxes.
Groups Affected All WPI community members using the Exchange email system (exchange.wpi.edu).
Impact Access to Exchange email through the following methods was unavailable during the outage:

•Outlook Client
•Outlook Web Access (OWA); exchange.wpi.edu
•Mobile Device ActiveSync and Blackberry Devices

No e-mail was lost during the outage. All incoming and outgoing mail was queued for delivery, and will arrive over the next few hours.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Overnight, our Exchange e-mail infrastructure encountered a storage problem and automatic preventative software measures cleanly shutdown our Exchange databases to prevent data corruption. IT staff worked continuously to remedy the issue and bring our Exchange services back online. Their efforts were successful and services were restored around 1:00 pm.

Please contact the Helpdesk with any follow-up questions or concerns that you may have about the outage.

We apologize for the inconvenience this outage caused. We thank you for your patience and understanding while we worked to restore e-mail services and maintain the integrity of WPI e-mail data.


Exchange Server Down
Posted 17 June 2008 by CCC Helpdesk
When? First Report 6/17/2008 at 7:47:59 AM
How long? Not Yet Known
Why? An issue with the WPI exchange server has resulted in a temporary disruption of email services.
Groups Affected WPI members that have their email residing on the Exchange server.
Impact Outlook Web Access (http://exchange.wpi.edu) and mail residing on the WPI Exchange server accessed by email clients such as Microsoft Outlook will not be available until services are restored.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Helpdesk received its first report of the Exchange server being down on 6/17/2008 at 7:47:59 AM. Our administrators are working very hard to correct this issue. No estimated down time is available.

WPI members that have their email residing on the Exchange server will not be able to access their mail via Outlook Web Access (http://exchange.wpi.edu) or through email clients such as Microsoft Outlook.

Should you require additional assistance or have questions, please contact the Helpdesk at the contact information above.

We apologize for any inconvenience this may cause and thank you for your understanding.


STUDENT Exchange Mailboxes Unavailable Due to Planned Maintenance
Posted 16 June 2008 by CCC Helpdesk
When? Monday, June 23,2008 - Friday, July 4, 2008
How long? Daily – 2 a.m.-5 a.m. EDT.
Why? Required maintenance needs to be performed on STUDENT Exchange mailboxes.
Groups Affected All WPI students using the Exchange email system (exchange.wpi.edu)
Impact Access to Exchange email through the following methods will be impacted:

•Outlook Client
•Outlook Web Access (OWA); exchange.wpi.edu
•Mobile Device ActiveSync and Blackberry Devices

Individual Mailboxes will be unavailable for about 15 minutes. It is not possible to know which mailboxes will be affected on what days or at what times. Students who are impacted during the scheduled service time are advised to wait until after 5 a.m. to access their mailbox.

All mail will be queued for delivery following the maintenance.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
During the dates of Monday, June 23rd through Friday, July 4th maintenance will be performed on all STUDENT exchange mailboxes. Work is set to run during the 2 a.m. - 5 a.m. service window on the mentioned date time frame.

This maintenance will allow us to continue to achieve high performance on our Exchange databases and reorganize the number of mailboxes per database as defined by Microsoft’s best practices.

Maintenance is performed per mailbox and will take approximately 15 minutes on average to process. Some mailboxes may be impacted for shorter or longer periods of time. Affected users are advised to wait until after the 5 a.m. service window to attempt to access their mailbox.

Please contact the Helpdesk with any questions or concerns you may have about the maintenance.

Thank you for your understanding while we work to improve the services we provide to the WPI community.

Postponed! - Banner Services Unavailable on 06/13/08 due to planned upgrade
Posted 9 June 2008 by CCC Helpdesk
When? Previously scheduled for Friday June 13, 2008 at 5pm EDT, rescheduled for Friday, June 20, 2008 to begin at 5 pm.
How long? Approximately 24 hours
Why? An Oracle upgrade is needed on the Banner database.
Groups Affected Faculty, Staff, and Students who use Banner / Web Information System
Impact During the upgrade, faculty, staff, and students will be unable to access the services mentioned in the details section (below) of this notice.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
An Oracle upgrade is needed on our Banner database. We have re-scheduled it for next Friday the 20th, beginning at 5pm. Expected downtime is approximately 24 hours.

The following Banner services will be unavailable during the upgrade:

-Banner Web Information System
-Banner Forms (Production)
-ARD
-ODBC Connections to the Banner Database
-On-line conference payments
-Web Admissions applications
-On-line giving
-Course Schedule lookup
-CCC account creation and maintenance

Please feel free to contact the Helpdesk with any questions on the down time. Should there be a major conflict, please let us know.

Thank you for your patience and understanding as we work to improve the systems we support.


Library Catalog Unavailable
Posted 29 May 2008 by Don Richardson
When? Tuesday, June 3, 2008
How long? Starting at 7:30 A.M. and lasting possibly all morning
Why? Installation of the latest patch to the Voyager library management system. The patch will add a direct link from the library catalog to Google Book Search.
Groups Affected All library users and library staff
Impact Library users will not have access to the catalog to search for or to request materials or to check their library accounts. Library staff will not have access to the circulation, cataloging, and other staff modules of the system. Library materials will be charged out manually until the system is back online.
Questions Contact the Library by calling x6700 or
e-mail library-answers@wpi.edu

Details
The Gordon Library Catalog will be unavailable on Tuesday, June 3, 2008, starting at 7:30 A.M. so that library staff can install the latest patch to the Voyager library management system. The patch adds a direct link from the catalog record view page to Google Book Search and allows users to take advantage of Google Book Search features such as full text, book previews, cover thumbnails, and more. If there is a match between library catalog search results and Google Book Search, users will see a "Google Books" link on the catalog record view page.

Planned Matlab License Server Downtime
Posted 16 May 2008 by CCC Helpdesk
When? Friday, May 23rd, 2008 at 6:00 A.M.
How long? Approximately one hour
Why? To upgrade the CCC Matlab software to the latest release.
Groups Affected WPI staff, faculty, and students running a CCC licensed version of Matlab.
Impact Matlab licenses will not be available during the software upgrade. Those looking to run CCC licensed versions of Matlab during the upgrade will receive a license server error and will not be able to run the application.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On May 23rd 2008 Matlab will be updated on the CCC Matlab server. As a result, the license server for Matlab will be down for an hour until the software update is complete.

Those looking to run CCC versions of Matlab during the upgrade will not be able to do so and will receive a license server error. The license server will be restored once the server upgrade is complete.

If you have any questions or concerns, please contact the Helpdesk.

Thank you for your understanding while we work to improve the services that we provide.


Web Server (www.wpi.edu) Planned Downtime
Posted 13 May 2008 by CCC Helpdesk
When? Monday, May 19th 2008 at 06:00 AM
How long? Approximately 30 minutes
Why? The web server (www.wpi.edu) will be taken offline briefly for required maintenance.
Groups Affected Anyone looking to access WPI internal and external web page(s)
Impact During the downtime, no WPI web page(s) served from www.wpi.edu will be accessible by internal or external users (including off-site visitors).


The following sites will be impacted:

www.wpi.edu
www.me.wpi.edu
www.cs.wpi.edu
www.gatewayparkworcester.com
www.infire.org
admissions.wpi.edu
www.mgt.wpi.edu
www.goddard.gigapop.net
www.wjfc.org
www.massacademy.org
www.grad.wpi.edu
www.wpiventureforum.org
www.faberc.org
cpe.wpi.edu
www.ece.wpi.edu
www.math.wpi.edu
www.vocesdelcaribe.org
alumni.wpi.edu
lego.wpi.edu

Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The WPI web server will be taken offline in order to install security updates and apply bug fixes. During the short down time, there will be no access to WPI web pages.

If you have any questions or concerns, please contact the Helpdesk.

Thank you for your understanding while we work to improve the services that we provide.

Phishing Email Attempt
Posted 12 May 2008 by CCC Helpdesk
When? First Message Received: Sunday, May 11th 10:00 AM
How long? NA (Not Applicable)
Why? Phishing attempt for WPI CCC computer account passwords
Groups Affected All campus community members
Impact An email purporting to be from Wpi Internet Support was sent to WPI stakeholders in an attempt to solicit passwords from our community. Do not reply to this email with your password! If you have already done so, please contact the WPI Helpdesk as soon as possible.

You are welcome to delete the phishing email. Please be cautious in the future of similar fake emails. WPI IT staff will NEVER ask you for your password. Additional details about this attempt below.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Sunday May 11th, the first report of this phishing attempt was reported to the WPI Helpdesk. The message appeared to come from Wpi Internet Support. The email was sent to campus in an attempt to solicit passwords from our community, and was not from WPI IT. This is the second recent occurrence, as a very similar phishing attempt was made against WPI in April.

Phishing is a method of tricking people into giving up their personal information. This can be done by asking users to reply with information, and/or, with spyware. For example, perpetrators may get victims to click on a link that takes them to a Web site where they are subject to a drive-by download.

In the future, if you receive a similar message that you are unsure of, please contact the Helpdesk prior to following any of the links. You also do not want to download or open any of the attached files.

If you have received the mentioned message in your inbox, please delete the message and contact the Helpdesk to look into junk mail filtering options. Do not reply with your password!

Should you have any questions or concerns about phishing or the recent attack, please contact the Helpdesk at the contact information provided above.

For more ways to avoid becoming a phishing victim, please see the following link:
http://www.apwg.org/consumer_recs.html

For more general information on phishing, please see the following link:
http://en.wikipedia.org/wiki/Phishing

Thank you.


Remote Use of Academic Software License Server Will Require VPN
Posted 6 May 2008 by CCC Helpdesk
When? Beginning on May 12th 6:00 A.M.
How long? Henceforth
Why? To restrict access of CCC software licenses to WPI users only.
Groups Affected All WPI students, staff, and faculty who use CCC licensed academic software from off campus.
Impact Use of the following academic software will be impacted by this change:

• Any version of CCC licensed Matlab
• Maple
• Femlab
• Intel Fortran compiler

In order to run these applications from off campus, it will now be necessary to connect to the VPN (Virtual Private Network) prior to launching the application. Details below.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Starting on May 12th all WPI students, staff, and faculty who wish to use CCC licensed academic software from off campus will need to first authenticate using the WPI VPN (Virtual Private Network).

On-campus access to our CCC licensed academic software will not change. The VPN is not needed for on-campus access.

Should you have any questions, please contact the WPI Helpdesk.

Thank you for your understanding and cooperation while we work to secure the services we offer to the WPI community.


Deployment of Office 2007 to ADMIN domain users
Posted 28 April 2008 by CCC Helpdesk
When? End of Business (5:00 pm EDT), Monday May 19, 2008
How long? Each installation should take approximately an hour
Why? To install the newest version of Microsoft Office on all WPI Staff and Faculty ADMIN domain computers
Groups Affected WPI Faculty and Staff with PCs on the ADMIN domain
Impact The installation process should take approximately an hour for most computers. Please log off and leave your computer on when you leave on Monday.

The following Microsoft Office 2007 products will be installed: Word, Excel, Access, PowerPoint, Outlook, InfoPath and Publisher. All previous versions of these products will be removed during the installation process.

3rd party add-ins may need to be reinstalled or upgraded to work properly with Office 2007.

Installations of the following Microsoft products will NOT be affected by this deployment process: Visio, Project or Front Page
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Office 2007 will be deployed to all Faculty and Staff ADMIN domain systems after business hours (5:00 pm EDT) on Monday, May 19. Systems may be rebooted once the installation is finished. Systems with Office 2007 already installed may have additional patches installed to bring them fully up to date and may be rebooted as well.

On the evening of the scheduled deployment, please log off, but leave your computer powered on. Do not shutdown your computer. We recommend you add a reminder to your calendar to log off of your computer at the end of your workday on May 19. Deployments for machines not on the network at that time will be done the next day after 5pm.

Should a department be adversely impacted by the May 19th rollout please contact the Helpdesk to reschedule the upgrade to an earlier date or at some point prior to the end of June, 2008.

The installation procedure will take approximately an hour for most computers. Any previous versions of Microsoft Office Products will be removed (or uninstalled) from the computer and the new versions of the following products will be installed: Word, Excel, Access, PowerPoint, Outlook, InfoPath and Publisher.

Other Microsoft product installations will not be affected, including installations of Visio, Project and FrontPage. We plan to deploy updated versions of Visio and Project later in the summer. More information about this will come in a later IT News bulletin.

Access databases should work as expected under access 2007. Users who encounter database problems can contact the Helpdesk who can recommend a consultant to assist. The CCC does not support custom Access databases.

More information about known issues and workarounds can be found on the helpdesk website at http://www.wpi.edu/Academics/CCC/Help/Software/office2007.html.

Training for Microsoft Office 2007 topics are currently available from the ATC instruction website at
http://www.wpi.edu/Academics/ATC/Instruction/. To register, click the ‘Schedule & Registration’ link.

Please contact the Helpdesk (call Ext. 5888 or e-mail helpdesk@wpi.edu) with any questions or concerns regarding this process.

Thank you.


myWPI Downtime – 05/05/08 8am - Noon
Posted 25 April 2008 by CCC Helpdesk
When? Monday, May 5, 2008, 8:00 am (EDT) to 12:00 pm (EDT)
How long? Approximately 4 Hours
Why? A minor security upgrade and maintenance will be performed. Note: This is a change. A full Upgrade was originally scheduled for this weekend. That upgrade has been postponed to August in order to take advantage of anticipated vendor offerings.
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the upgrade, myWPI will be unavailable for use.

This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are delaying plans to upgrade myWPI (powered by Blackboard) and are instead opting to perform system maintenance.

The vendor is expected to make offerings available later this summer that will benefit the WPI community. Postponing the upgrade to August will allow us to take full advantage of the anticipated offerings. Specific upgrade dates and details of the new features that will be included in the upgrade will be publicized in the near future.

During the May 5th downtime, regular system maintenance will be performed and will include the application of a security related patch.

If you have any questions regarding this or the August upgrade, please contact myhelp@wpi.edu.

Thank you for your understanding while we work to improve the services that we provide.

Warning: Beware of bogus email purporting to be from members of the WPI IT Department to prevent Phishing attacks
Posted 24 April 2008 by CCC Helpdesk
When? Around 8:00 pm on Wednesday, April 23rd, 2008 after 8:00 pm - fake message was received
How long? NA (Not Applicable)
Why? Phishing attempt
Groups Affected All campus community members
Impact Errors in the message and a lack of specific or credible information make it possible to recognize this as a fake. Recipients of messages such as these should not perform any activities as specified in the message and simply delete it. NEVER supply your password to anyone. No one at the WPI Helpdesk or from the WPI IT department will ever ask you for your password.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI IT staff will NEVER ask you for your password. If you have provided your password mistakenly, contact the Helpdesk immediately.

Phishing is a method of tricking people into giving up their personal information. This can be done by asking users to reply with information, and/or, with spyware. For example, perpetrators may get victims to click on a link that takes them to a Web site where they are subject to a drive-by download.

In the future, if you receive a similar message that you are unsure of, please contact the Helpdesk prior to following any of the links. You also do not want to download or open any of the attached files.

If you have received the mentioned message in your inbox, please delete the message and contact the Helpdesk to look into junk mail filtering options.

Should you have any questions or concerns about phishing or the recent attack, please contact the Helpdesk at the contact information provided above.

For more ways to avoid beocoming a phishing victim, please see the following link:
http://www.apwg.org/consumer_recs.html

For more general information on phishing, please see the following link:
http://en.wikipedia.org/wiki/Phishing

Thank you.

Windows Account Password Expiration Notices Now Available Via Email!
Posted 27 March 2008 by CCC Helpdesk
When? Immediately
How long? Henceforth
Why? To ensure users are notified that their Windows password is about to expire.
Groups Affected All WPI Students, Staff, And Faculty.
Impact People with Windows accounts whose password is due to expire within the next 15 days will receive an email notification from helpdesk@wpi.edu warning of the impending password expiration.

The first notification will arrive 15 days prior to the scheduled expiration. The second will arrive 7 days prior, and the last warning will arrive the day before the scheduled expiration date.

Each notification includes the scheduled expiration date as well as instructions for resetting the password online. Once the password is reset, the notifications will stop.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
For security purposes, Windows account passwords expire every six months. Previously, people were only notified of a password expiration upon login to a WPI domain computer or when accessing WPI Exchange email (exchange.wpi.edu). Since not everyone logs in using these methods, some people never knew their password was about to expire.

In an effort to move toward single sign-on, the Windows password is often used by 3rd party systems like myWPI (my.wpi.edu), the Web Information System (bannerweb.wpi.edu) or the VPN (Virtual Private Network) client. While convenient, these tools are unable to interpret the Windows password expiration warning. As a result, people accessing these systems are unaware of a password expiration. Once the password has expired, access to these systems fails until the password is reset.

To address this problem and minimize disruptions, we have added a new email notification to the password expiration warning process. Now, people whose Windows passwords are due to expire will receive an email notification. The notices will be sent to the WPI email address by helpdesk@wpi.edu prior to the expiration date at 15 days prior, 7 days prior, and the day before the expiration date until the password expires or is reset.

Once the password is reset, the notices will stop. Directions for resetting the password online are provided within the notification. For help choosing a secure password, please see: http://www.wpi.edu/+Helpdesk/Accounts/securepassword.html

Should you have any questions, please free to contact the Helpdesk.

Computer Science Oracle Database server (oracle.wpi.edu) - planned outage
Posted 4 March 2008 by CCC Helpdesk
When? Thursday, March 6th, 2008 starting at 6:00 AM
How long? Approximately 2 hours
Why? It will be necessary to take the CS Oracle Database offline to apply security patch updates.
Groups Affected All Oracle clients that use the CS Oracle Database; CS students, faculty and staff and some Management students.
Impact While the database server is offline, clients will not be able to connect to the database to use it.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Thursday, March 6, 2008 starting at 6:00 am, the Computer Science (CS) Oracle database server will be taken offline for about two hours. The oracle database will be patched with the latest security updates.

Thank you for your understanding while we work to improve the services that we provide.


myWPI Unavailable 5/3/08 – 5/6/08 (planned outage) due to major system upgrade
Posted 7 February 2008 by CCC Helpdesk
When? Saturday May 3, 2008, 8:00 am (EDT) to Tuesday, May 6, 2008 8:00 am (EDT)
How long? Approximately 3 days
Why? In order to complete a major upgrade of the myWPI software
Groups Affected Faculty, Staff, and Students who use myWPI
Impact During the duration of the upgrade, myWPI will be unavailable for use.

This includes:
•No login access for students, faculty or staff
•No access for site maintainers to create or modify content
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A major upgrade of myWPI will address known issues and will offer additional features to myWPI users. No action is required by users. Details on new features available as a result of the upgrade will be forthcoming in April.

Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions

Here are some answers to questions users may have about the upgrade:

What about D-term and Spring semester grades?
This upgrade has been scheduled to occur after the D-term and Spring semester course grades are due to the Registrar on May 2, 2008 at 5:00 PM (EDT). Students may check their final course grades online from the Student Web Information System at http://bannerweb.wpi.edu. Course sites remain available for 21 days after the end of a term, so students will still be able to access their D-term sites following the upgrade to review grades on individual assignments. If you need a course site to remain available for longer than 21 days after the end of D-term, send a request to myhelp@wpi.edu.

I need a course/organization/project-group site. What should I do?
Course or Organization site requests submitted using the forms found at http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/forms.html will still be processed before and after the upgrade, usually within two business days. However, during the downtime, we will not be able to process any site requests. Any submissions during this time will be queued until after the upgrade is complete.

What will happen if I am working on a course or organization site prior to the upgrade? Will I lose my content?
No content will be lost in any myWPI sites. You will simply lose access to your site during the upgrade. Following the upgrade your myWPI site will appear exactly as it did before. The only major changes will be to an improved Gradebook.


Following the upgrade, will I still be able to copy content from prior courses like I could before?
Yes, prior course content will still be available for copying into current and future course sites.

What resources will be available for learning about the new features that will be available?
Prior to the upgrade, an announcement with details about the new features will be sent via e-mail. That announcement will include a link to a webpage showing the new features. Also, the myWPI Help and Support Site (http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/) is being updated to reflect the changes in the upgrade. Additionally, training sessions will be offered near the beginning of E-term and the myHelp team will be happy to provide one-on-one assistance if you contact them at myhelp@wpi.edu.


Problems Accessing and Mapping File Shares to \\admin
Posted 4 February 2008 by CCC Helpdesk
When? Beginning Saturday (2/2/2008) at noon – Resolved today at 10 AM (EST)
How long? Approximately 46 hours
Why? Complications following scheduled File Server maintenance for enterprise.wpi.edu
Groups Affected WPI Faculty, Staff and Students trying to map \\admin File Shares
Impact Following the maintenance of the file server (enterprise.wpi.edu), drive mapping to \\admin file shares was unsuccessful.

Services were restored at 10 AM this morning. Mapping \\admin file shares should function as expected.

The following services were not impacted:
-Mapping \\student file shares
-Accessing \\admin shares from the run command (Ex. Start -> Run -> \\admin\fc\ccc)
-Mac users connecting to smb://shares.wpi.edu
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Following the weekend maintenance to the primary file server (enterprise.wpi.edu), there were reports of problems mapping drive letters to \\admin file shares. Services were restored at around 10 am this morning.

If drive mapping problems persist, the drive mapping may need to be disconnected and then remapped to restore connectivity. Please be sure to map shares to \\admin\fc (for on campus users), and \\admin.wpi.edu (for off campus users). More information about drive mapping can be found via: http://www.wpi.edu/+Helpdesk/Network/Mapping/

Note: the use of \\enterprise and \\enterprise.wpi.edu has been discontinued. Please replace existing enterprise drive mappings with \\admin paths mentioned above.

If you continue to experience trouble connecting, or require any assistance with using \\admin files shares please contact the Helpdesk for assistance.

We apologize for any inconvenience this may have caused and thank you for your understanding as we worked to restore full functionality to the business file shares.


URGENT: Required File Server Maintenance (unplanned) for enterprise.wpi.edu
Posted 30 January 2008 by CCC Helpdesk
When? This weekend; February 1, 2008 5 pm through February 4, 2008 8 am
How long? Troubles began to appear Monday, January 21, 2008.
Why? Server maintenance will be performed to address recnt intermittent problems with Business File Shares
Groups Affected WPI Faculty, Staff and Students using Business File Shares; those who connect to enterprise.wpi.edu
Impact Please note that all file shares will remain accessible during this maintenance.

Network drive mapping changes may be required for some Windows users and all Macintosh users and are explained fully in the details section below.

Over the past week the CCC has been troubleshooting issues with the file share servers that have caused intermittent issues. Reported Symptoms have included: slow system start-up, non-responding applications, and significant lag times when opening ‘My Computer’.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
All file shares should remain accessible during the maintenance.

Over the course of the past week, Helpdesk has been fielding reports of issues with the file share servers that have caused intermittent disruptions such lag times when opening ‘My Computer’, unresponsive applications and the inability to connect to shared drives. These disruptions typically have been cleared within 10-15 minutes once discovered. The maintenance planned for this weekend should resolve the situation.

In order to make sure all files are available we are making changes to how some Windows users and all Macintosh users access business file shares. These changes will take effect immediately and should be used going forward.

Macintosh Users:
When connecting to a business file share please replace “ENTERPRISE” with “SHARES” in the connection path (e.g. “smb://enterprise.wpi.edu/fc_ccc” becomes “smb://shares.wpi.edu/fc_ccc”. Users should begin making this change immediately. For assistance please visit:http://www.wpi.edu/Academics/CCC/Help/Network/Mapping/onosx.html

Windows Users:
Users connecting to file shares using the \\admin.wpi.edu or \\students.admin.wpi.edu path require no change.
Off-campus VPN users mapping shares with \\enterprise.wpi.edu should map shares using \\admin.wpi.edu or \\student.admin.wpi.edu as appropriate from now on.
For more information about mapping drives visit: http://www.wpi.edu/Academics/CCC/Help/Network/Mapping/

We apologize for the disruptions that have been caused. Thank you for your understanding and cooperation as we work to restore the stability of these services.



CMS (Content Management System/ RedDot) unplanned outage
Posted 29 January 2008 by CCC Helpdesk
When? Troubles began around 9 a.m. this morning, Tuesday, Jan. 29, 2008
How long? Time to repair is unknown at this time
Why? Reason unknown.
Groups Affected RedDot editors/approvers who want to makes changes to their site.
Impact Pages can not be edited in the Content Management System until the issue is resolved. Any changes already made will not be lost and the live site will not be affected.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Over the past week the CMS has been experiencing intermittent slow response times. We are working with RedDot Support to resolve this issue. Prior known resolutions have proved unsuccessful.

We will continue to work with RedDot to get this issue resolved as soon as possible.

We will notify RedDot editors and approvers once editing and approval capabilities have been restored.

Thank you for your patience and cooperation while we work to restore these services.


Domain Name Server Down Time
Posted 23 January 2008 by CCC Helpdesk
When? Friday January 25th, 2008 at 6:00 A.M. EST
How long? Approximately ten minutes.
Why? To swap out hardware on our primary domain name server.
Groups Affected All computer users connected to the WPI network during the down time.
Impact Minimal. Users may experience network address resolution failures, and/or network slowness.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are scheduling a down time in order to swap out the hardware on our primary domain name server this Friday 01/25/2008 at 6:00 A.M.

The down time should only last a few minutes, and additional name servers are in place. Computers connected to the WPI network may experience network name resolution slowness or failure.

Should you have any questions, or, notice residual issues after the down time please contact the Helpdesk.

Thank you for your understanding as we work to improve the systems and services we provide to the WPI community.


IEEE Xplore Digital Library Upgrade
Posted 23 January 2008 by Don Richardson
When? Saturday, January 26, 2008, 9 A.M., EST
How long? 8 hours
Why? IEEE Xplore Digital Library will be upgraded to the latest release.
Groups Affected WPI faculty, students, staff, and visitors to the library.
Impact The IEEE Xplore Digital Library (http://www.ieee.org/ieeexplore) will be unavailable during the upgrade, and there will be no online access to IEEE journals and transactions, conference proceedings, or standards until the upgrade is finished.
Questions Contact the Library by calling x6700 or
e-mail library-answers@wpi.edu

Details
An upgrade of the IEEE Xplore Digital Library is scheduled for Saturday, January 26, 2008. During this deployment, the system will be unavailable for up to up to eight hours beginning at approximately 9:00 AM ET. As a result of this new release, the IEEE Xplore digital library will be enhanced with: Support of OpenURL images and custom text will enable customers to post their logo or text in their OpenURL links. Conference Proceedings weekly update alerts will allow a user to receive weekly update alerts for every conference title via either email or RSS whenever a new conference proceeding title is added to IEEE Xplore. Scitopia.org search from the IEEE Xplore home page will enable users to easily search scitopia.org, the free federated search portal to the digital libraries of leading science and technology societies. Draft standards search will let users limit their search to IEEE draft standards only from the Advanced Search page in IEEE Xplore.

We apologize in advance for any inconvenience. Please contact the library if you have any questions.



Helpdesk Closed 01/14/08
Posted 14 January 2008 by CCC Helpdesk
When? Monday, January 14th, 2008
How long? All Day
Why? Due to inclement weather, the Helpdesk has closed.
Groups Affected WPI members (staff, faculty, and students) looking for computer assistance.
Impact Response to submitted emails and phone messages will be delayed.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
As a result of poor weather, the Helpdesk is closed today. Please email the helpdesk should you require computer assistance.

If your issue is urgent, please email the Helpdesk with a high importance flag. We will do our best to get back to you as quickly as possible.

Thank you for your understanding.

Internet Explorer 7 Upgrade
Posted 2 January 2008 by CCC Helpdesk
When? Tuesday, January 8, 2008 at 5:00 am
How long? This is a one-time upgrade.
Why? Internet Explorer will be upgraded to version 7 on personal computers connected to the ADMIN or STUDENT domain. The new version provides new features and important security protections.
Groups Affected WPI Faculty, Staff and Students with computers connected to the WPI Windows domains (ADMIN or STUDENT).
Impact Internet Explorer 7 will be deployed via Windows Automatic Updates . This will occur overnight without the need for action on the part of our users. Systems will be rebooted following the installation to complete the process. Laptops and Windows machines that are disconnected or off at the time of the deployment will receive the update the next night that that the machine is on and connected to the domain.

For those using a third party browser, this update should not impact your ability to use that third party browser.

Existing settings such as Favorites, Proxy Settings, Trusted Sites and Pop-up settings will not be affected by the upgrade.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Before classes resume, we will deploy the Internet Explorer 7 (IE7) upgrade to all windows systems (ADMIN and STUDENT domains). IE7 provides many security updates that make using the browser safer.

This upgrade was released last year, at which time we began testing. We have verified that it works properly with all of our web services. Over the summer we deployed IE7 on all new PCs as well as the public computer labs, electronic classrooms, and ATC loaner laptops.

Some of the major features of IE7 are the following:
• Tabbed Browsing – allows for multiple web pages to be open in a single window.
• Integrated Search – integrates the ability to access various search engines (Google, Yahoo, Live, Wikipedia, and Amazon) directly from the browser.
• RSS Feeds – Allows you to subscribe to RSS syndicated web pages within Internet Explorer.
• Phishing Filter – Includes an option to check a page against known Phishing sites. Phishing is the process of using fake sites that look like real sites (such as PayPal, eBay, various banks) to acquire identity information.

For more information on IE7 check out: http://www.microsoft.com/windows/products/winfamily/ie/features.mspx

This software will be deployed via the Windows Automatic Updates and will occur overnight without the need for action on the part of our users. If you are using a third party browser then this update should not impact your ability to use that third party browser.

Existing settings such as Favorites, Proxy Settings, Trusted Sites and Pop-up settings will not be affected by the upgrade.

Please address any questions or concerns to the Helpdesk calling x5888, (508)831-5888 or e-mail helpdesk@wpi.edu.

Thank you for your cooperation as we work to ensure the safety and security of WPI information technology resources.


Microsoft Exchange 2007 SP1
Posted 11 December 2007 by CCC Helpdesk
When? Wednesday December 26th, 2007 from 6:00AM – 10:00PM
How long? Permanent
Why? Microsoft Exchange 2007 SP1 Upgrade
Groups Affected All WPI Community Members utilizing the Exchange (Outlook) email system.
Impact The current Microsoft Exchange email system on campus will be upgraded to Service Pack 1. Access to Exchange email through Outlook, Outlook Web Access, Mobile Device ActiveSync, and Blackberry Devices will be unavailable during the scheduled service time to allow for the upgrade and any required reboots necessary. All mail will be queued and delivered immediately following the upgrade.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
With this upgrade, Outlook Web Access (OWA) functionality is greatly improved. For those using OWA (Not RPC over HTTP), you are now able to utilize many of the powerful features the Outlook client application has available such as:

•Create or edit personal distribution lists and server side rules
•View Office 2007 attachments as a web page
•View a monthly calendar
•Move or copy folders using a command in the right-click menu of the folder list
•Move or copy individual items in message folders by right-clicking inside the item list or by clicking an icon on the toolbar
•Use the Recover Deleted Items feature

Thank you for your understanding while we work to maintain the services we provide to the WPI community!

Tonight - Banner (Production) Server Downtime
Posted 30 November 2007 by CCC Helpdesk
When? Friday, November 30th, 2007 at 09:00 P.M. EST
How long? Approximately 1 hour
Why? We need to perform emergency hardware maintenance on our Banner Production database server storage controller (a battery will be replaced). Data loss will not incur as a result of our maintenance.
Groups Affected People who use WPI’s Banner Production Database; primarily staff, some faculty, some student workers.
Impact All users still logged into Banner at the time of the downtime will be disconnected from the server. A short, hour downtime will follow.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Emergency maintenance is needed on a battery that powers a storage controller for Banner (Production). All users connected to Banner (INB or Self Service) will lose their connection at 09:00 PM. Users will again be able to access Banner again at approximately 10:00 pm tonight.

Following the downtime, all users should be able to log into Banner Production through the “Banner Production” link on www.admin.wpi.edu.

Should you have any questions or concerns, please feel free to contact the Helpdesk at the contact information above.

Thank you for your patience while we worked to resolve this problem.


Required Banner INB Server Reboot
Posted 27 November 2007 by CCC Helpdesk
When? TODAY at Noon; Monday, November 27th, 2007 at 12:00 P.M. EST
How long? 15 minutes
Why? To correct a security issue with the Banner INB server.
Groups Affected People who use WPI’s Banner Production Database; primarily staff, some faculty, some student workers.
Impact All users currently logged into Banner INB forms via “Other Banner Options” will be disconnected from the server. Following the reboot, all users should be able to log into Banner Production through the “Banner Production” link on www.admin.wpi.edu.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This morning, users trying to access Banner INB forms received a Forbidden access error. We have corrected the security settings that are causing the problem, but those corrected settings will not take affect until we reboot the server.

All users connected to INB forms through “other banner options” will lose their connection.

Following the reboot, all users should be able to log into Banner Production INB through the “Banner Production” link once again.

Should you have any questions or concerns, please feel free to contact the Helpdesk at the contact information above.

Thank you for your patience while we worked to rectify this problem - we appreciate it!


(Planned) Server Outage
Posted 13 November 2007 by CCC Helpdesk
When? Monday, November 19th, 2007 at 6:00 A.M. EST
How long? 30 minutes (approximately 10 minutes per system)
Why? To install and load software security updates and bug fixes.
Groups Affected Students, Faculty and Staff that use WPI’s Public and internal web services, All users of Unix webmail, All math students and faculty users of web work.
Impact All public and internal web services and virtual hosts serviced by www.wpi.edu will be unavailable, the Unix webmail web service will be unavailable , and Web work (webwork.wpi.edu) will be off-line while these systems are updated and rebooted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A reboot is required in order for security updates and patches to take effect. We will reboot our systems on 11/19/2007 at 6:00 A.M. EST. Down time should only last approximately a half hour.

The following services will not be available during the planned down time: www.wpi.edu, webmail.wpi.edu, and webwork.wpi.edu

Should you have questions or concerns, please contact the Helpdesk. They will be happy to be of assistance.

Thank you for your understanding while we work to maintain the services we provide to the WPI community!


New Windows Print Server
Posted 13 November 2007 by CCC Helpdesk
When? Monday December 3rd, 2007 EST
How long? Permanent
Why? Upgrading to a new Print Server
Groups Affected All WPI Community Members utilizing on campus Windows Printers
Impact Minimal, we do not foresee any printing issues as a result of the upgrade
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The current print server “UNIPRINT” is being phased out. All print requests are being moved to our new print server “PRINTERS”. Beginning on Monday December 3rd, 2007 we will be decommissioning “UNIPRINT” and only supporting printing to “PRINTERS”. Existing printers on all computers in the ADMIN and STUDENT Domain have already been migrated to the new print server. For example, if you had an existing printer named \\uniprint\printername, it was automatically replaced by \\printers\printername.

This is the final notice for users still manually using printers on “UNIPRINT”, to change over to “PRINTERS”. It is encouraged for people who have computers not on the domain to migrate their printers to the new print server. Please utilize the following script to perform this printer change for computers not on the domain.

\\enterprise.wpi.edu\installpoint\printers\

Please follow the instructions in the ReadMe.txt file.

Some Exchange mailboxes unavailable following an unplanned server crash
Posted 12 November 2007 by CCC Helpdesk
When? Exchange server crash at about 3:40 pm today
How long? Most users regained access shortly after the crash. Estimated time to recover for remaining users is 4-9 hours.
Why? One of the Exchange servers unexpectantly crashed this afternoon.
Groups Affected Most mailboxes were available shortly after the crash. Some mailboxes remain unavailable at this time. Students impacted have Exchange mailboxes and Last Names that begin with D-H (plus one other student). Faculty, staff and students who try to email these students may be impacted.
Impact Student Exchange mail users who last names end in D-H are still unable to access their mailboxes following the unexpected server crash this afternoon.

Affected students will be unable to use their mailboxes until repairs have been made. They will be unable to send or receive mail via Exchange until the problems are resolved. Incoming mail will be queued up for delivery once the database has been repaired.

Faculty, staff and students who are trying to send email to affected students should be mindful of these problems. They may seek alternate means of communications or be aware that email receipt will be delayed (through no fault of the student).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Unfortunately, the newly restored database housing affected mailboxes had not yet had a chance to replicate to the other servers prior to the unexpected server crash. The database store was corrupted again during the crash. For this reason, these users are still unable to access their mailboxes.

Since we have a good recent backup of this data store, restoration will be quicker than it was over the weekend. We anticipate restoration will complete prior to Midnight tonight. We hope it may complete several hours pior to midnight, but we cannot be sure.

We are deeply sorry for the impact this will have on affected students who were just getting back to normal. We could not have forseen this server failure. Server failures do happen, but redundancy usually minimizes the impact. The circumstances of this failure are unique as they came at a time when this particular database store was unusually vulnerable.



Resolved: Problems with Student Exchange Mailboxes
Posted 10 November 2007 by CCC Helpdesk
When? November 10, 2007
How long? Henceforth
Why? We have repaired the corrupt Exchange storage database.
Groups Affected Students impacted have Exchange mailboxes and last names that begin with D-H (plus one other student.)
Impact All Exchange services are functioning as expected.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Wednesday morning, November 7th, just after 8:00 AM (EST), there was a database failure for a group of users in Exchange. This problem has affected STUDENT Exchange users with last names beginning with the letters D through H plus one additional student.

The database merge is complete, and all mail should be restored to the affected students' mailboxes.

We believe the cause of this failure can be tracked to our virus scanning software, which caused the corruption of the database. We have taken steps to ensure that this issue will not occur again.

We apologize for the inconvenience this outage has caused to both the students affected and the faculty, staff, students and external users who have attempted to contact them via email.

THANK YOU for the patience you have expressed while we worked to rectify this problem – we appreciate it!


Banner Database Upgrade (Planned)
Posted 9 November 2007 by CCC Helpdesk
When? Friday November 16, 2007 at 5:00 PM EST
How long? Approximately 2 days
Why? Banner will be upgraded to the latest version.
Groups Affected Anyone using Banner services
Impact Banner services and any services that depend on the Banner database will be unavailable. This includes Banner INB, Self Service, gift giving via credit card, conference payment via credit card, and account creation.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Banner will be unavailable while several major upgrades are applied to the application. Because of the scope of the upgrades all services supplied by Banner will be unavailable.

The downtime is expected to run from Friday at 5pm through Sunday. We may be able to restore Services on Sunday depending on the progress of the upgrade process.

Thank you for your understanding while we work to maintain the services provided to the WPI Community.


UPDATE: Problems with Student Exchange Mailboxes (UNPLANNED)
Posted 9 November 2007 by CCC Helpdesk
When? Problems appear to have started around 9:15 AM Wednesday (11/7)
How long? Resolution time currently unknown
Why? An Exchange storage database became corrupt and needs to be repaired.
Groups Affected Students impacted have Exchange mailboxes and last names that begin with D-H (plus one other student.)
Impact The temporary database has been reactivated, so new mail will once again be delivered. Saved mail will continue to be restored to the affected users’ Exchange mailboxes over the weekend.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Wednesday morning, just after 8:00 AM (EST), there was a database failure for a group of users in Exchange. This problem has affected STUDENT Exchange users with last names beginning with the letters D through H plus one additional student.

Over the course of the last 48 hours, the Windows Team has been actively working with Microsoft support to determine the cause of this problem and to properly recover the database. The database has been recovered, and is now being merged into the temporary database created on Wednesday evening. Saved mail will continue to be restored to the affected users’ Exchange mailboxes over the weekend.

We believe the cause of this failure can be tracked to our virus scanning software, which caused the corruption of the database. We have taken steps to ensure that this issue will not occur again.
We apologize for the inconvenience this outage has caused to both the students affected and the faculty, staff, students and external users who have attempted to contact them via email.

THANK YOU for the patience you have expressed while we worked to rectify this problem – we appreciate it!


UPDATE: Problems with Student Exchange Mailboxes (UNPLANNED)
Posted 7 November 2007 by CCC Helpdesk
When? Problems appear to have started around 9:15 AM yesterday (11/7)
How long? Resolution time currently unknown
Why? An Exchange storage database became corrupt and needs to be repaired.
Groups Affected Students impacted have Exchange mailboxes and last names that begin with D-H (plus one other student.)
Impact The temporary database has been reactivated, so new mail will once again be delivered. However, affected students will be unable to access mail stored in their mailboxes prior to yesterday morning until repairs are complete. We will continue to work on the issue this evening, and the temporary database may become unavailable at any time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Yesterday morning (11/7), just after 9:00 AM (EST), there was a database failure for a group of users in Exchange. This problem has affected STUDENT Exchange users with last names beginning with the letters D through H plus one additional student.

Over the course of the last 30 hours our systems administrators have been actively working with Microsoft Support to determine the cause of this problem and the correct procedure for repairing the issue.

We are working on a data restore process that may take a long duration to complete. In order to minimize the impact on the day to day work of the students affected, as well as those that need to contact them, we have reinstated the temporary database for them to use. Once the restore process has completed we will attempt to merge the restored data to those mailboxes. We will continue to work on the issue this evening, and the temporary database may become unavailable at any time.

We apologize for the inconvenience this outage has caused to both the students affected and the faculty, staff, students and external users who have attempted to contact them via email. If we have new information to report, we will send another update to the community this evening. Otherwise, we will provide a status update at start of business tomorrow morning.

We thank you for your patience throughout this process.


Resolved: Intermittent problems with terminal server (windows.wpi.edu)
Posted 30 October 2007 by CCC Helpdesk
When? October 29th, 2007
How long? Henceforth
Why? We have resolved the intermittent issues mentioned in our October 24th post.
Groups Affected Faculty, staff and students who utilize the terminal server
Impact Positive. Terminal services on the windows.wpi.edu will resume as normal.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We have corrected intermittent issues mentioned in our October 24th IT news post. Terminal services on the windows.wpi.edu resume as normal. Thank you for your patience and your understanding on this matter.

The terminal server was experiencing some system instability. This has been corrected, and users are no longer required to take extra precautions to avoid potential data loss. Please note that all users should still save your data regularly, and in the appropriate network share while connected to the terminal server. Please do not save your documents to the local directories on the terminal server.

The terminal server acts as a virtual lab and provides access to a variety of software resources. It used primarily by students, some faculty and some staff. Should you wish to know how to access the Windows terminal server from off campus or on campus, please see the link below.

More information about the terminal server can be found online at:
http://www.wpi.edu/Academics/CCC/Help/Software/termserv.html


Intermittent problems with terminal server (windows.wpi.edu)
Posted 24 October 2007 by CCC Helpdesk
When? Problems began Sunday early morning
How long? Time to resolve is unknown at this time
Why? We are investigating the cause at this time and working with the vendor to resolve the issue.
Groups Affected Faculty, staff and students who utilize the terminal server
Impact The terminal servers are experiencing some system instability. We are working to resolve the issue. Users should take note of this and take the necessary precautions to avoid potential data loss.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are currently experiencing intermittent problems with the terminal server services (windows.wpi.edu).

Our systems administrators are working with vendor support to resolve the issue. While we work to resolve the issue, terminal server services may be unreliable. Users are advised to be cautious when making use of the terminal server until the issue has been resolved. Frequent file saves would be prudent until the issues have been resolved. Be advised that when using the terminal server it is always best to save data to your personal network file share and not on the terminal server.

Thank you for your understanding as we work to resolve this issue and restore these important services.

More information about the terminal server can be found online at:
http://www.wpi.edu/Academics/CCC/Help/Software/termserv.html




myWPI Server Reboot (unplanned) - 10/16/07 at 10:00 pm
Posted 16 October 2007 by CCC Helpdesk
When? Tuesday, October 16, 2007 at 10:00 PM – 11:00 PM EDT
How long? One Hour
Why? Required, unplanned outage to solve intermittent access problems with the instructor control panel.
Groups Affected All WPI Community members who utilize myWPI.
Impact myWPI will be unavailable beginning at 10:00 PM EDT and will available again by 11:00 PM EDT.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Over the past 24 hours we have received reports of intermittent access problems to some areas within the course control panel by faculty. We will attempt to correct this by restarting all services for the myWPI system at 10:00 PM EDT tonight.

The long term solution for this will be the system patch and database maintenance already scheduled for Friday morning. If you are having problems that cannot wait until after the system reboot, please contact the Helpdesk (x5888, helpdesk@wpi.edu) and we will try to work with you to provide a work-around.


myWPI (my.wpi.edu) planned outage - 10/19/2007 - 4 am - 8 am EDT
Posted 15 October 2007 by CCC Helpdesk
When? Friday, October 19, 2007 at 4:00 AM – 8:00 AM EDT
How long? Approximately 4 hours
Why? To apply required security patches and perform routine system maintenance.
Groups Affected All WPI Community members who utilize myWPI; faculty, staff and students
Impact myWPI will be unavailable beginning at 4:00 AM EDT and will available again by 8:00 AM EDT.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The myWPI server requires maintenance which will result in 4 hours of downtime on October 19, 2007 from 4:00 AM - 8:00 AM EDT. Security patches will be applied and system maintenance will be performed.

We realize how dependent the WPI Community is on this service. To minimize the impact to the community, we are planning this downtime in the early hours of the morning. Any concerns about this outage or the downtime schedule should be addressed to the Helpdesk at helpdesk@wpi.edu .

Thank you for your understanding and cooperation as we work to maintain the health and security of this very important resource.

(Re-Scheduled) Matlab and Maple license servers unavailable - planned outage 10/17/2007 @ 6:00 am
Posted 12 October 2007 by CCC Helpdesk
When? Wednesday, October 17, 2007 starting at 6:00 am
How long? Approximately 2 hours
Why? In order to upgrade the Maple and Matlab software applications, the license server will be taken offline. The applications will be unavailable during the upgrade.
Groups Affected Faculty, staff or students who use Matlab or Maple
Impact Neither Matlab nor Maple will be available for use from 6:00 am to about 8:00 am
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
During this upgrade Matlab will be upgraded to version 2007b. This upgrade includes bug fixes and updates as well as some new features to benefit Matlab users. Maple will be upgraded to version 11.01. This product release includes software updates and bug fixes.

Thank you for your understanding while we work to maintain the services provided to the WPI Community.

(Re-scheduled) Sourceforge (soureceforge.wpi.edu) Unavailable - planned outage for 10/22/2007, 6:00 - 10:00 am
Posted 10 October 2007 by CCC Helpdesk
When? Monday, October 22, 2007 starting at 6:00 am
How long? approximately 4 hours
Why? In order to upgrade sourceforge, the system will be taken offline.
Groups Affected Faculty, staff and students who use sourceforge.wpi.edu
Impact The service will be unavailable during the upgrade. No one will be able to connect to or login to sourceforge.wpi.edu.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Sourceforge is a secure, centralized solution for managing distrubuted development. It is used primarily for version tracking in conjunction with development projects. This upgrade will bring us to SourceForge release 4.4 Enterprise Edition. The upgrade will provide bug fixes and offer new funtionality. The subversion, postgres software will be updated and there will be increased wiki page functionality as well as support for java 5 in the new release.

From 6:00 am to about 10:00 am on 10/22/2007 (Note: change of date!), Sourceforge will be unavailable due to a scheduled server upgrade. Sourceforge users should plan accordingly.

Thank you for your understanding and cooperation as we work to improve the services we provide.



Matlab and Maple license servers unavailable - planned outage 10/15/2007 @ 6:00 am
Posted 9 October 2007 by CCC Helpdesk
When? Monday, October 15, 2007 starting at 6:00 am
How long? Approximately 2 hours
Why? In order to upgrade the Maple and Matlab software applications, the license server will be taken offline. The applications will be unavailable during the upgrade.
Groups Affected Faculty, staff or students who use Matlab or Maple
Impact Neither Matlab nor Maple will be available for use from 6:00 am to about 8:00 am.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
During this upgrade Matlab will be upgraded to version 2007b. This upgrade includes bug fixes and updates as well as some new features to benefit Matlab users. Maple will be upgraded to version 11.01. This product release includes software updates and bug fixes.

Thank you for your understanding while we work to maintain the services provided to the WPI Community.


Reports of troubles accessing myWPI and Outlook Web Access
Posted 6 October 2007 by CCC Helpdesk
When? Starting Friday night (10/05/2007) around 10 pm
How long? Until Saturday mid-afternoon (10/06/2007)
Why?
Groups Affected Reports received from both on-campus and off-campus users.
Impact Many users reported troubles accessing services like myWPI and Outlook Web Access(OWA).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Earlier today, Helpdesk received reports that some users were experiencing intermittent connectivity issues beginning around 10 pm Friday night and into Saturday morning.

This interfered with access to services such as myWPI and Outlook Web Access. IT staff have been investigating the reports.

At this point, access to the services seems to have been restored. Most users seemed to regain access around mid-afternoon.


New Windows Print Server
Posted 5 October 2007 by CCC Helpdesk
When? Monday October 15th, 2007
How long? Permanent
Why? Upgrading to a new Print Server
Groups Affected All WPI Community Members utilizing on campus Windows Printers
Impact Minimal, we do not foresee any printing issues as a result of the upgrade
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The current print server “UNIPRINT” is being phased out. All print requests are being moved to our new print server “PRINTERS”. Beginning on Monday October 15th, 2007 we will be supporting printing to both “UNIPRINT” and “PRINTERS”. Existing printers on all computers in the ADMIN and STUDENT Domain will be migrated to the new print server upon the first login or reboot without any need for user interaction. For example, if you have an existing printer named \\uniprint\printername, it will be automatically replaced by \\printers\printername.

A further notice will be posted in the coming weeks when “UNIPRINT” is planned for removal in which all print jobs will be processed by “PRINTERS”. It is encouraged for people who have computers not on the domain to migrate their printers to the new print server. Please utilize the following script to perform this printer change for computers not on the domain.

\\enterprise.wpi.edu\installpoint\printers\

Please follow the instructions in the ReadMe.txt file.


Terminal Server Upgrade (windows.wpi.edu)
Posted 5 October 2007 by CCC Helpdesk
When? Monday October 15th, 2007
How long? Permanent
Why? Upgrading Terminal Services to meet the higher demand of use
Groups Affected All WPI Community Members utilizing Windows Terminal Services
Impact Increased performance and upgraded applications
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Windows Terminal Services’ hardware is being upgraded for increased performance and reliability. Connections to the Windows Terminal Server can be accessed by connecting to Windows.wpi.edu from a remote desktop client. For people not on campus, connection to the VPN (http://vpn.wpi.edu) is required prior to connecting to the Terminal Server.

For more information about Terminal Services please review the Helpdesk information page for this service: http://www.wpi.edu/Academics/CCC/Help/Software/termserv.html


Cable TV unavailable - planned outage
Posted 5 October 2007 by CCC Helpdesk
When? Wednesday, October 10, 2007 9 am - Noon
How long? Approximately 3 hours
Why? The cable network provider, Charter, is performing necessary upgrades. There will not be access to the Cable TV services while the work is being completed.
Groups Affected Facilities with access to Cable TV
Impact Cable TV will not be available during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
There will be no cable television service during this outage.

Areas impacted will include those facilities equipped with televisions connected to the Cable TV network, including:

- Residence Halls

- Electronic Classrooms and technology equipped meeting spaces, including the TV Studio

- Common/Public areas equipped with televisions.

Thank you for your understanding while we work to improve the services that we provide.


Banner Web Information System “Self Service” Web Site Unavailable
Posted 3 October 2007 by CCC Helpdesk
When? Monday, October 8th from 8:00 am – 9:00 am
How long? One Hour
Why? The Banner Web Information web site will be switched over to new hardware.
Groups Affected All WPI community members who need to access the Banner Web Information System during this short down time.
Impact Users will not be able to access the Banner Web Information System durring this down time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Banner Web Information system web site will be unavailable on Monday, October 8th for 1 hour beginning approximately 8:00 am EDT while new hardware is installed.

Any "bookmarks" you may have for this server will not work after the change. The address http://bannerweb.wpi.edu will continue to work after the server change, and is the address that should be saved.


Some Academic Software unavailable 5:30-6:30 pm TODAY due to power outage
Posted 27 September 2007 by CCC Helpdesk
When? 5:30 pm, Thursday, September 27, 2007
How long? 1 hour (approximately)
Why? A power outage is scheduled for Higgins Labs. This will impact the computer machine room located in that building. Software served from servers in that machine room will be unavailable during the power outage.
Groups Affected People who use affected software; Some faculty, some staff, some students
Impact The following software products are served from systems that reside in Higgins Labs and will be unavailable during the power outage:
- All PTC products (ProENGINEER, etc...)
- Unigraphics
- Tecplot
- Ansys
- Nastran
- patran
- Fluent
- Abaqus
- Thermal
- truegrid
- lsdyna
- SGI Compilers and all Sun Compilers

In addition, home and research directories as well as compute systems housed on the Sun and Linux systems that reside in Higgins Labs will be unavailable during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Please be advised that a necessary power outage scheduled today in Higgins Labs (5:30-6:30 pm, 9/27/2007) will impact the availability of some software and systems served by servers residing in that building.

The following software products are served from systems that reside in Higgins Labs and will be unavailable during the power outage:
- All PTC products (ProENGINEER, etc...)
- Unigraphics
- Tecplot
- Ansys
- Nastran
- patran
- Fluent
- Abaqus
- Thermal
- truegrid
- lsdyna
- SGI Compilers and all Sun Compilers

In addition, home and research directories as well as compute systems housed on the Sun and Linux systems that reside in Higgins Labs will be unavailable during the outage.

We apologize for the inconvenience this may cause and appreciate your understanding.


WPI Web Server Down
Posted 9 September 2007 by CCC Helpdesk
When? Monday, September 10, 2007 at 06:00 AM
How long? 15 minutes
Why? New software needs to be installed on our web server.
Groups Affected Internal and external users who wish to access WPI web sites.
Impact Users will not be able to access WPI web pages during the down time.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We will be installing new software on our web server that will result in a quick down time of the www.wpi.edu web sites. This is set to occur early morning on Monday the 10th. We greatly appreciate your patience during the down time.

Thank you for your understanding while we work to improve the services that we provide.

Helpdesk availability 8/16/07-8/31/07
Posted 14 August 2007 by CCC Helpdesk
When? August 16, 2007 through August 31, 2007
How long?
Why? The Helpdesk expects high call volume in the days leading up to NSO, during NSO (Sunday, 8/19-Wednesday, 8/22), and during the first week of A-term.
Groups Affected WPI Community; Faculty, staff and students
Impact Helpdesk expects unusually high call volume from August 16 - August 31, 2007 due to New Student Orientation and the start of A-term. Response times may be longer than usual and some callers may be diverted to voice mail. Callers who are diverted to voice mail during these times are asked to leave a detailed message. The Helpdesk will respond as quickly as possible. Response times are expected to be longer than usual.
The Helpdesk asks your patience and understanding as we work to serve all WPI community members.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Thurs. & Fri. - August 16 & 17
Helpdesk will be conducting student staff training on Thursday,
August 16th & Friday, August 17th. Since some Helpdesk staff and all Helpdesk student staff will be in training on these days, the Helpdesk will be short-staffed and will likely experience high call volume. Response times will be longer than usual and some callers may be diverted to voice mail. Please leave a detailed message. Helpdesk staff will respond as soon as possible.

Sunday, August 19th -
Helpdesk will be open 9 am - 3 pm to assist new students and their families

Monday, August 20th -
Helpdesk will be open from 8 am - 4 pm. Helpdesk will be closed from 4 p.m. – 6 p.m. to prepare for evening Computer Network Setup visits to the First Year Residence Halls. Helpdesk will re-open at 6 pm and close at 10 pm.

Tues., August 21st & Wed., August 22nd and first week of A-term - Helpdesk expects unusually high call volume on these days. Response times will be longer than usual and some callers may be diverted to voice mail. Callers as asked to leave a detailed message.
Helpdesk staff will respond as soon as possible.

We appreciate the understanding and support of the WPI Community as we work to address the needs of all those who seek our assistance. Thank you in advance for your patience during this busy time.



Banner Production Forms (INB) unavailable during Banner Server Upgrade - planned outage
Posted 8 August 2007 by CCC Helpdesk
When? Tuesday, August 14, 2007 starting at 5:30 pm
How long? Approximately 1 hour
Why? The server that provides access to Banner Forms (INB) is being upgraded. Banner Forms and reports will not function during the upgrade.
Groups Affected Banner users; Faculty and Staff
Impact During the upgrade Banner Forms (INB) will be unavailable.

On first login to Banner Production following the upgrade, Banner users may notice that a new java plug-in for their browser will be installed. This could take a few moments. Their browser may then prompt them to answer a security question regarding the new Java plug-in. When prompted with this question, the answer should be "always trust". This will need to be done for each computer used for Banner Production work.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Banner Production server is being upgraded. The upgrade will install a new version of oracle application server, and increase resources, to improve performance. During the upgrade, Banner Production will be unavailable.

Following the upgrade a new Java plug-in will be required to access Banner Forms through a web browser. Web browser should automatically seek to install the new plug-in on first login to Banner Forms. This installation may take a few moments and may result in a browser security question. When asked if the source should be trusted, the answer should be "Always Trust". In order to ensure that the correct version of Java remains on the computer, you should not install newer Java versions. Disabling Java automatic updates will help prevent this.

Once these tasks have been completed on a computer, Banner Forms access should be restored. These actions may need to be replicated on all computers used to access Banner Production

We apologize for any inconvenience this may cause and thank you for your understanding as we work to improve the services we provide.



Exchange Upgrade
Posted 17 July 2007 by CCC Helpdesk
When? August 4th 12:00am EST- August 5th 11:59pm EST, 2007
How long? Approximately 48 hours
Why? In order to complete a major upgrade of our Exchange infrastructure.
Groups Affected Faculty, Staff, and Students who use Exchange through Outlook, Outlook Web Access, Entourage, Windows Mobile Devices, Blackberries, or other mail clients connected to exchange.wpi.edu.
Impact In order to complete the final steps in the upgrade process for Exchange, services will be unavailable for the weekend of August 4th- 5th. Also, starting now through August 4th, mailbox access will be intermittent for some users between the hours of 10PM-4AM as we migrate mailboxes to the new servers. Users with Windows Mobile Devices may have additional impact; see the news text for more information.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
We are migrating our Exchange mail environment to new hardware and also upgrading from Exchange 2003 to 2007. This upgrade will provide users with greater reliability, increased performance, additional features, and will allow us to continue to expand mail services to serve the needs of the WPI community.

Thank you for your patience and cooperation as we work to improve the systems we support.

Frequently Asked Questions

Here are some answers to questions users may have about the upgrade:

Will I lose any mail?
No, all incoming mail will be queued during the upgrade process, and will be delivered as soon as the mailbox migration has completed.

What impact is there to people with Windows Mobile Devices?
Users with Windows Mobile Devices may see a synchronization error the first time they attempt to synch after their mailbox is migrated. Users may have to reconfigure their synchronization settings if they synchronize folders other than the defaults. Please contact the helpdesk with any further issues. No email should be lost as a result of these synchronization issues.

What are the new features that will be available after this upgrade?
The most noticeable change will be an improved Outlook Web Access (OWA) experience, both for Internet Explorer users as well as users of some third party internet browsers. (e.g. Firefox, Safari, Opera) Also of interest is the ability to schedule Out of Office auto-response messages for users with Outlook 2007 or via OWA.
For those who would like to view a demo of what the new OWA looks like, follow this link:

http://www.microsoft.com/exchange/code/OWA/index.html

Will I still be able to connect to exchange.wpi.edu using POP or IMAP?
Yes, as with Exchange 2003, the new version will provide the ability for third party mail clients to connect via Secure POP or Secure IMAP. Users should not have to update any settings after the upgrade.

Should I close anything before my mailbox is migrated, or during the weekend of downtime?
If your Outlook client was open during the migration, you will be notified that you will need to restart your Outlook client in order to reconnect. Please close your Outlook Client during the weekend of August 4th-5th. The upgrade process should not require any additional user intervention.


Brief Planned outage of the WPI web server (www.wpi.edu)
Posted 10 July 2007 by CCC Helpdesk
When? Thursday, July 12,2007 starting at 6:00 AM
How long? Approximately 30 minutes
Why? In order to install required security updates and replace memory, the server will need to be taken offline for a brief period before business hours on Thursday morning.
Groups Affected Those who manage or utilize web pages housed on the web server;some faculty, some administrative offices, and those who use affected web pages
Impact While the web server is offline, the following services will be impacted:
- some departmental and organization web sites will be inaccessible
- CMS updates will not be published
- Many self-service web pages will be unavailable for use (Ex. Regi, Account Creation, Web forms, etc.)
- Some web forms will not work
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The main WPI web server (www.wpi.edu) is scheduled for a brief outage on Thursday morning, July 12, 2007 starting at 6:00 am. The outage should last no more than 30 minutes and is necessary to perform system maintenance which includes required security updates and a memory replacement.

We are scheduling this outage early in the morning to minimize the impact this outage may have. We ask that WPI community members plan their work accordingly.

We apologize for any inconvenience this outage may cause and thank the WPI community for its cooperation as we work to maintain the health of the systems and services we provide.



myWPI Outage
Posted 25 June 2007 by CCC Helpdesk
When? Wednesday, August 1, 2007 at 8:00 AM - Wednesday, August 8, 2007 at 8:00 AM
How long? Approximately 1 week
Why? In order to complete a major upgrade of the myWPI software and installation of software providing new features.
Groups Affected Faculty, Staff, and Students who use myWPI
Impact Anyone with a myWPI course or organization site will not be able to access it during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A major upgrade of myWPI and installation of add-on software that integrates with myWPI will address known issues and will offer additional features to myWPI users. No action is required by users. Details on new features available as a result of the upgrade will be forthcoming in July.

Thank you for your patience and cooperation as we work to improve the systems we support.


Frequently Asked Questions
Here are some answers to questions users may have about the upgrade:

What about E-term grades?

This upgrade has been scheduled to occur after the 10 week E-term course grades are due to the Registrar (5 & 7 Week Courses are due on July 11, 2007 at 5pm and 10 Week Courses are due on July 31, 2007 at 5pm). Students may check their final course grades online from the Student Web Information System at http://bannerweb.wpi.edu. Course sites remain available for 21 days after the end of a term, so students will still be able to access their E-term sites following the upgrade to review grades on individual assignments. If you need a course site to remain available for longer than 21 days after the end of E-term, send a request to myhelp@wpi.edu.

I need a course/organization/project-group site. What should I do?

Course or Organization site requests submitted using the forms found at http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/forms.html will still be processed before and after the upgrade, usually within two business days. However, during the downtime, we will not be able to process any site requests. Any submissions during this time will be queued until after the upgrade is complete.

What will happen if I am working on a course or organization site prior to the upgrade? Will I lose my content?

No content will be lost in any myWPI sites. You will simply lose access to your site during the upgrade. Following the upgrade your myWPI site will appear exactly as it did before, except for some minor changes to the appearance of the discussion board tool (discussions will not be lost).

Following the upgrade, will I still be able to copy content from prior courses like I could before?

Yes, prior course content will still be available for copying into current and future course sites.

What resources will be available for learning about the new features that will be available?

Prior to the upgrade, an announcement with details about the new features will be sent via e-mail. That announcement will include a link to a webpage showing the new features. Also, the myWPI Help and Support Site (http://www.wpi.edu/+Collaboratory/HowTo/MyWPI/) is being updated to reflect the changes in the upgrade. Additionally, training sessions will be offered near the beginning of A-term and the myHelp team will be happy to provide one-on-one assistance if you contact them at myhelp@wpi.edu.


Squirrelmail Outage
Posted 4 June 2007 by CCC Helpdesk
When? 6/6/2007 starting at 6:00 AM
How long? Approximately 3 hours
Why? An operating system upgrade is needed on the server that hosts squirrelmail.
Groups Affected All WPI users that utilize squirrelmail for WPI email.
Impact Users will not be able to use the squirrelmail web email client to read and send mail. Users of other email clients will not be affected.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The squirrelmail system will not be available while we upgrade the operating system on the server that hosts squirrelmail.

We will also be upgrading the squirrelmail application to the latest version. The new version of squirrelmail will have more features such as WPI.EDU LDAP searching and Address books.

Thank you for your understanding while we work to improve the services that we provide.

Computer Science Oracle Database server - planned outage
Posted 3 May 2007 by CCC Helpdesk
When? Wednesday, May 9th, 2007 starting at 6:00 AM
How long? Approximately 1 hour
Why? It will be necessary to take the CS Oracle Database offline to apply critical patch updates.
Groups Affected All Oracle clients that use the CS Oracle Database; CS students, faculty and staff
Impact While the database server is offline, clients will not be able to connect to the database to use it.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On May 9th, 2007 starting at 6:00 am, the Computer Science (CS) Oracle database server will be taken offline for about an hour. The oracle database will be patched with the latest critical updates released in April 2007.

Thank you for your understanding while we work to improve the services that we provide.

Maple license server - planned outage
Posted 3 May 2007 by CCC Helpdesk
When? Tuesday, May 8th, 2007 starting at 6:00 AM
How long? Approximately 1 hour
Why? The Maple license server will be unavailable while the Maple software is upgraded to Maple 11.
Groups Affected CCC Maple license server users; students, faculty and staff
Impact The Maple license server will be offline, Maple clients will not be able to checkout licenses from the server.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On May 8th, 2007 starting at 6:00 am, the Maple license server will be shutdown while maple software is being upgraded. There will be no client access to the Maple license server.

Thank you for your understanding while we work to improve the services that we provide.


Matlab license server - planned outage
Posted 3 May 2007 by CCC Helpdesk
When? Monday, May 8th, 2007 starting at 6:00 AM
How long? Approximately 1 hour
Why? The matlab license server will be unavailable while matlab software is upgraded to version 2007a.
Groups Affected CCC Matlab license server users; students, faculty and staff
Impact The Matlab license server will be offline, Matlab clients will not be able to checkout licenses from the server.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
*Updated

On May 8th, 2007 starting at 6:00 am, the Matlab license server will be shutdown while matlab software is being upgraded to version 2007a. There will be no client access to the Matlab license server.

Thank you for your understanding while we work to improve the services that we provide.


RedDot Content Management System (CMS) server – planned outage
Posted 19 April 2007 by CCC Helpdesk
When? Beginning Sunday, April 22, 2007 (EDT) at Noon time
How long? Approximately 24 - 29 hours
Why? The RedDot Content Management System will need to be taken offline to perform and important upgrade. The upgrade will address several known issues and includes several enhancements/new features.
Groups Affected RedDot (CMS) content authors and editors; some faculty and staff
Impact While the server is offline, designated CMS authors and editors will be unable to:
- create new content
- edit existing content
- or publish new pages

Existing published content will not be impacted and all currently published websites will be available for public viewing during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The CMS server will be taken offline in order to perform a required RedDot software upgrade. The upgrade could take up to 29 hours to perform. Content changes will not be possible while the server is being upgraded, but existing published web pages will still be available for public viewing.

Thank you for your understanding and cooperation as we work to improve the software that runs the Content Management System.


Computer Science Oracle Database server (oracle.wpi.edu) - planned outage 3/12/2007 @ 6:00 am
Posted 6 March 2007 by CCC Helpdesk
When? Monday, March 12, 2007 starting at 6:00 AM
How long? Approximately 1 hour
Why? It will be necessary to take the CS Oracle Database offline in order to move the Oracle database to a new, faster server with expanded capabilities and upgrade the database software.
Groups Affected All Oracle clients that use the CS Oracle Database; CS students, faculty and staff
Impact While the database server is offline, clients will not be able to connect to the database to use it.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On March 12, 2007 starting at 6:00 am, the Computer Science (CS) Oracle database server (oracle.wpi.edu) will be taken offline for about an hour. During the outage, the database will be moved to a newer, faster 64 bit machine and the Oracle database software will be upgraded to Oracle Enterprise Database server Release 2 (10G Release 2). The software upgrade will provide new features and resolve some known issues (it contains some bug fixes).

Thank you for your understanding while we work to improve the services we provide.


Interwise (web conferencing tool) is now working!
Posted 12 February 2007 by CCC Helpdesk
When? since approximately 11:15 am (2/12/2007)
How long? NA
Why? The software has been repaired and is now functional. This is an update to a prior IT News notice: http://www.wpi.edu/Admin/IT/News/servicesalert.html#newsitem1171293020,78583,
Groups Affected Faculty, staff, and students with Interwise scheduling accounts and users attempting to access scheduled Interwise iMeetings.
Impact Access has been restored.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Access to Interwise web conferencing software has been restored.

The vendor was able to provide a fix which resolved the problem. All users should once again be able to access the system.

For details about the incident, see: http://www.wpi.edu/Admin/IT/News/servicesalert.html#newsitem1171293020,78583,

Thank you for your patience and understanding while we worked to resolve the issue.

Interwise issues following Friday night patch
Posted 12 February 2007 by CCC Helpdesk
When? Issues became apparent early Saturday morning (2/10/2007)
How long? We have submitted a critical ticket with Interwise to resolve this issue. Right now, the restoration time is unknown.
Why? Problems with a patch provided to WPI by Interwise that would allow Internet Explorer 7.x compatibility caused the system to become unstable.
Groups Affected Faculty, staff, and students with Interwise scheduling accounts and users attempting to access scheduled Interwise iMeetings.
Impact The Interwise server is down and users will not be able to access scheduled events or the Interwise Communications Center.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI was provided with a patch that would allow Interwise iMeeting Presenters and Participants to connect to Events from Internet Explorer 7.x. Unfortunately, this patch caused system installability and affected the system restore point. We are working with Interwise to resolve this issue. Until we get this resolved, we do not have information as to when access will be restored.

We apologize for the inconvenience caused by this unplanned incident. Thank you for your patience and understanding as we work with the vendor to resolve this issue.

myWPI issues following Friday night patch
Posted 10 February 2007 by CCC Helpdesk
When? Issues became apparent early Saturday morning (2/10/2007)
How long? Problematic tool was disabled at 2:00 pm
Why? Problems with the patch caused the snapshot tool to make all courses unavailable every time the tool ran (once per hour). The tool was disabled once it was found to the cause of the troubles.
Groups Affected myWPI users; faculty, staff, students
Impact From about Midnight until approximately 2:00 pm on Saturday, Feb. 10, 2007, myWPI users found their course content unavailable on login to myWPI.

Also, those myWPI users who were not using their Windows (STUDENT domain) account to login were receiving authentication errors. These users are advised to create Windows (STUDENT domain)via the Account Maintenance web page: www.wpi.edu/+accounts
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Following maintenance work done on Friday night, two residual problems arose. They were:

#1 - Course content was unavailable from about Midnight until approximately 2:00 pm. The problematic snapshot tool was disabled at this time which restored access to course content for myWPI users.
myWPI administrators are working with Blackboard (the software vendor) to resolve this problem.

#2 - myWPI users who were not using Windows (STUDENT or ADMIN domain) accounts to authenticate to myWPI were receiving authentication errors. MyWPI administrators set temporary local account passwords for students who contacted the Helpdesk with this problem. The long-term solution is for these students to setup Windows accounts via: www.wpi.edu/+accounts. The Helpdesk can assist with this process if needed.

People who are still receiving authentication errors can try to use the last 4 digits of their Social Security Number as the myWPI password. This should provide temporary access. Students without an SSN who are experiencing login difficulties should contact the Helpdesk by emailing helpdesk@wpi.edu or calling (508)831-5888. The long-term solution is for students to setup a Windows (STUDENT domain) account via the Account Maintenance page found at: www.wpi.edu/+accounts

We apologize for the inconvenience this unplanned incident had on affected students, faculty and staff. We thank the systems administrators who responded and worked to get these issues resolved.




CMS (Content Management System) Publisher offline during winter break
Posted 21 December 2006 by CCC Helpdesk
When? Starting Friday December 22, 2006 at 4:00 PM
How long? 10 days; 12/22/206 until 01/02/2007
Why? To ensure the stability of the existing published sites.
Groups Affected Editors in the Content Management System
Impact Any changes made in the Content Management System will not be approved or published until after January 2, 2007.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI will be closed from Dec. 25 - Jan 1 for a winter break. During this time there will be no CMS administration available to assist with publication therefore publication will be turned off during this time. The publishing will resume on January 2nd and all changes that were made during the break will also be reviewed at that time.

All pages currently on the WPI Web site will still be accessible during this time. Also pages in the CMS can still be edited but not published.

If there are any changes that must be published immediately during this time please email webmaster@wpi.edu and we will see what we can do.

We hope everyone has a happy holiday.


Internal Voice Activated Attendant unavailable today (12/20/06)
Posted 20 December 2006 by CCC Helpdesk
When? Wednesday, December 20, 2006 starting at 8:15 am
How long? All Day; 8:15 am - 5:00 pm
Why? The voice attendant system will need to be taken offline in order to perform a system upgrade.
Groups Affected All users of the voice attendant; mostly faculty and staff.
Impact The Voice Activated Attendant will be off-line and unavailable for people to ask for phone numbers or for voice-activate transfer calls. The extension x-6000 will be answered by the CCC Main Office if needed.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Voice Activated Attendant will be unavailable for use during the day today (12/20/06) as a system upgrade is being performed.

Faculty and staff are advised to utilize their printed campus phone directories to obtain extension numbers and dial the number(s) directly.

We apologize for the inconvenience this may cause. Thank you in advance for your understanding and cooperation as we work to improve the services we provide.

Thank you.


Library Services Outage: Journals List, FullTextFinder, EBSCOHost Journals
Posted 17 November 2006 by Don Richardson
When? Sunday, November 19, 2006
How long? 7 A.M. to 2 P.M.
Why? EBSCO Information Services, the company that hosts the affected resources, is shutting down its computers in order to upgrade its backup generators.
Groups Affected Users of the library Journals List, FullTextFinder, and EBSCOHost Journals
Impact During this outage, users will not be able to determine which journals the library has. They will not be able to link from library databases to full text journals. And they will not be able to access full text hosted on the EBSCOHost Journals site.
Questions Contact the Helpdesk by calling x6700 or
e-mail library-questions@wpi.edu

Details


Planned outage for SMTP Mail Server (smtp.wpi.edu)
Posted 15 November 2006 by CCC Helpdesk
When? Wednesday, November 22, 2006 at 6:00 AM EST
How long? Approximately 30 minutes
Why? The server must be taken offline in order to install additional memory.
Groups Affected WPI Mail users; Faculty, staff, students & alumni gateway users
Impact The Unix SMTP server will be unavailable during the outage.
The following services will be impacted:
- No incoming mail from off-campus senders will be delivered during the outage.
- No outgoing mail to off-campus recipients will be delivered during the outage.
Mail will be queued up for delivery following the outage.
Internal Exchange mail will not be affected by this outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
This is a planned outage of the SMTP mail server (smtp.wpi.edu). This server is used for delivery of mail to and from off-campus. While the server is offline, no incoming or outgoing mail will be delivered. Mail will be queued up during the outage and will be delivered once the server is back online.

Internal Exchange mail will not be impacted by this outage.

The Helpdesk is available to address any questions or concerns regarding this outage.

Thank you for your understanding as we work to improve the systems we maintain.


New restrictions installed for web forms in use on the WPI web server (www.wpi.edu)
Posted 25 October 2006 by CCC Helpdesk
When? Starting October 25, 2006
How long? Henceforth
Why? In order to protect WPI from being used to relay SPAM through web forms in use on the WPI web server, changes needed to be made to the way the web forms function. Restrictions have been added to the script that powers the web forms.
Groups Affected Academic and Administrative departments, and WPI groups or organizations that make use of web forms to collect or relay information from web visitors.
Impact The newly defined restrictions will result in the following changes to the use of web forms:

1. Form results will be sent only to @wpi.edu email addresses with the email subject restricted to less than 45 characters.
2. Replies sent to form submitters (web visitors) will check for valid email address format and reply content will be restricted to the following:
Subject: Submission Form
Body: Thank you for your submission.
3. Email fields within web forms will only accept one email address (instead of a list of addresses). This is the field the submitter (web visitor) fills out as their own email address.

NOTE: Forms that write to a text file (such as surveys) are NOT impacted by these restrictions.
Questions Contact the Marketing and Communications Web Team by email at webmaster@wpi.edu

Details
Work has been completed to protect WPI web forms from being used to relay SPAM (junk mail) to off-campus email addresses. Restrictions have been added to web forms used on the WPI web server (www.wpi.edu). Faculty, staff and organizations that make use of web forms may be impacted by this change and should take notice of the new restrictions as defined in the impact section above.

More work may need to be done to ensure that all possible protections are in place to prevent unintentional use of WPI web forms by malicious web sources. Questions or concerns should be addressed to the Marketing and Communications department by emailing webmaster@wpi.edu.

Thank you for your understanding as we work to protect the web services we provide to the WPI community from misuse.


myWPI sluggish
Posted 25 October 2006 by CCC Helpdesk
When? Began Monday, October 23, 2006
How long? NA
Why? There is slow response from the database. Attempted reboots have not fully resolved the problem.
Groups Affected myWPI users; faculty, staff and students
Impact myWPI is slower to respond than normal. One or more server reboots may be necessary to improve performance temporarily. Within the next week, the system will need to be taken offline for several consecutive hours to make repairs that we hope will yield better long-term results.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The myWPI system is currently experiencing issues with the speed of the database. We currently have an active critical support call with Blackboard (the software vendor) and are actively working to fix this issue.

In an attempt to provide some relief in the short term, we will be rebooting the myWPI system at 10:30pm EST (tonight) October 30, 2006. The system should be available at or before 11:00 PM EST.

In an attempt to repair the problem plaguing myWPI, a longer outage is planned for Friday, November 3, 2006 to happen from 10:00pm-2:00am EST. During this time a system repair will be attempted.

Thank you for your patience as we work to resolve this issue.


Library Catalog Voyager System Unavailable
Posted 13 October 2006 by Don Richardson
When? Tuesday-Wednesday October 17-18, 2006
How long? All day on 10/17/06 and possibly 10/18/06 also
Why? Upgrade to Voyager release 6.1
Groups Affected All users of the Voyager library catalog system
Impact All Voyager services will be unavailable during the upgrade. This includes the library catalog, patron information (Your Account), library catalog request options (ILL, Holds, Course Reserve, Founders Storage, Project Reports, and E-audio). Manual checkout of library materials at the Circulation Desk.
Questions Contact the Library by calling x6700 or
e-mail library-questions@wpi.edu

Details
The library catalog and all other services that run on the Voyager system will be unavailable on Tuesday and Wednesday October 17-18, 2006 while the system is being upgraded to release 6.1 by Endeavor Information Systems. During this time, the library catalog will not be available, nor will other services that are accessed via the catalog. These include patron information (Your Account) and requests (interlibrary loan, holds, course reserve, founders storage, project reports, and e-audio). We apologize in advance for any inconvenience. Library databases and electronic journals are not part of the upgrade and will remain available. If you need assistance or have any questions about access to resources and services, please call the Reference Desk (ext. 6700) or e-mail library-questions@wpi.edu. Thank you.

New license file (license.dat) required for use of Maple software
Posted 11 October 2006 by CCC Helpdesk
When? Monday, October 16th 2006
How long? Henceforth
Why? To improve the way Maple license files are accessed by clients, one of the license servers will need to be shut down on October 16, 2006.
Groups Affected All Maple Users
Impact All users with the maple software installed on their personal computers will need to replace their license.dat files with a new license file.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Any users with the maple software installed on their personal computers will need to replace their license.dat files with a new license file.

To obtain the new license file map to <\\rivet\applications\Maple 10\Maple Client License Update>
Copy the new license.dat file to the appropriate directory for your operating system (as noted below) and overwrite the old license.dat file:

LINUX
=====
Maple clients installed on Linux will need to place the new license.dat file in the following folder: /usr/local/maple10/license/license.dat

Macintosh
=========
Maple clients installed on Macintosh computers will need to place the new license.dat file in the following folder:
/usr/local/maple10/license/license.dat

WINDOWS
=========
The file path for the license file on a window's maple client will be c:\program files\maple10\license\license.dat

**The maple folder path will vary depending on the maple version that is installed (ie. Maple 9, maple 9.5, maple 10).



Thank you for you cooperation as we work to improve the computing experience for users of Maple software.

The Helpdesk


Matlab software and license server upgrade.
Posted 10 October 2006 by CCC Helpdesk
When? Wednesday, October 18th from 6:00am to 7am.
How long? approximately 1 hour
Why? To install matlab 2006b and license server software which has new features and bug fixes.
Groups Affected All Matlab users
Impact Users will not be able to run Matlab during the upgrade.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Users will be unable to run Matlab during the hour long upgrade that is necessary to install matlab 2006b and license server software which has new features and bug fixes.

The myWPI server (my.wpi.edu) will be unavailable from 5:00 AM EST – 7:00 AM EST on October 13, 2006
Posted 6 October 2006 by CCC Helpdesk
When? Friday, October 13, 2006, 5:00 AM EST – 7:00 AM EST
How long? 2 Hours
Why? To apply required security patches and perform routine system maintenance.
Groups Affected All WPI Community members who utilize myWPI.
Impact myWPI will be unavailable beginning at 5:00 AM EST and will available again by 7:00 AM EST.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The myWPI server requires maintenance which will result in 2 hours of downtime on October 13, 2006 from 5:00 AM EST – 7:00 AM EST. Security patches will be applied and system maintenance will be performed. To minimize the impact to the community , we are planning this downtime in the early hours of the morning after the term has ended . If there are comments or concerns about this downtime please contact the Helpdesk.

Various Windows services impacted briefly by server moves
Posted 6 September 2006 by CCC Helpdesk
When? **New Time - Thursday, September 7, 2006 at 10:00 Pm (instead of 5:00 pm)
How long? Less than 2 hours
Why? In order to move Windows servers to the new power configuration in the CCC machine room, services provided by the migratory servers will be unavailable for brief periods.
Groups Affected Faculty, Staff and Students
Impact Each of the following Windows services will be impacted for brief periods (lasting about 20 minutes) during the switchover:
- Domain logins to ADMIN or STUDENT will be unreliable.
- Network drive mapping, including \\admin, \\student, \\argus, \\rivet, \\toaster or \\mcteer.
- Access to Banner including Web Information System and Banner Production
- Printing via the Windows print server UNIPRINT
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers.
- PCs available in public computer labs may be unavailable for login.
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability).
- The Terminal Services server (windows.wpi.edu)
- Access to the Content Management System (CMS)
- Access to the Locks system (BASIS)
- CLM
- MerlinOne
- Access to Exchange e-mail via Outlook Web Access (OWA)or via any client (Outlook, Pine, other IMAPS client).

Electronic classrooms, access to myWPI (my.wpi.edu), and video streaming will NOT be impacted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The move of the servers should take only a few moments per server. While each server is being moved, the services provided by that particular server will be unavailable. Each service impact should last no more than 20 minutes. The entire move should be completed in less than 2 hours.

We apologize in advance for any inconvenience these service interruptions cause. We appreciate your understanding and cooperation as we make this move to ensure the Windows Servers are utilizing the new power configuration in the Central machine room.

Wireless Setup Clinic today in the Campus Center Odeum A & B
Posted 5 September 2006 by CCC Helpdesk
When? Today - Tuesday 9/5/2006 3:00-5:00 pm
How long? 2 hours, beginning at 3:00 pm
Why? In order to assist laptop owners with setting up their mobile devices to use WPI's wireless network, the CCC will be holding a wireless setup clinic.
Groups Affected Students and Graduate students with laptops or tablets
Impact Attendees will need:
- Their Unix username and password
- their laptop or tablet with power cord
- WPA compliant wireless card (Wi/Fi Certified)
- fully patched operating system
- Current virus-protection software
- Windows users should be running Windows Xp Pro with Service Pack 2 or Tablet Edition with Service Pack 2.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Students are invited to attend the Wireless Setup Clinic happening today (9/5/2006) 3:00pm - 5:00 pm in the Campus Center Odeum (A&B) to obtain assistance configuring their mobile device(s) to use the WPI wireless network.

Following the Wireless Setup Clinic, the wireless network will be made available to residents in the Residence Halls.

We look forward to seeing you at the Wireless Setup Clinic!


Helpdesk and CCC Shop Closed to Walk-in Service 8/21/06 3:15 - 5:15 pm
Posted 21 August 2006 by CCC Helpdesk
When? Monday, August 21, 2006 3:15 - 5:15 pm
How long? Approximately 2 hours
Why? NSO Residence Hall Help Team preparation
Groups Affected Faculty, Staff and Students
Impact Both the Helpdesk and the Computer Shop will be closed for walk-in service 3:15 - 5:15 pm.

Minimal phone coverage will be available for urgent issues that may arise during this time.

Faculty, staff and students with non-urgent issues are asked to contact the Helpdesk prior to 3:00 pm or after 5:30 pm.

Faculty, staff or students contacting the Helpdesk by phone between 3:15 and 5:15 may get voicemail if all available agents are busy. Please leave a voice mail message and a staff member will return your call as soon as possible.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Each year, as part of the New Student Orientation program, Help Teams comprised of Computer Shop, Helpdesk and Network Operations staff visit the Freshmen Residences to provide hands-on support to new students who need to connect their computers to the WPI residential network.

Once such NSO visit is scheduled for this evening from 5:30 - 8:30 pm. As the Help teams need time to adequately prepare, the Helpdesk and the Computer Shop will short-staffed during this time and will need to close to walk-in service.

Helpdesk phones will be staffed by a skeleton crew during this time. Faculty, staff and students with urgent issues may call the Helpdesk by phone to receive assistance and are encouraged to leave a voice mail message if needed.

Thank you for your understanding and cooperation as we prepare to assist our new students.

Helpdesk



Gordon Library ENCompass System Unavailable
Posted 17 August 2006 by Don Richardson
When? 9 A.M., Friday, August 18, 2006
How long? Approximately 30 minutes
Why? Memory replacement
Groups Affected Anyone using the library's ENCompass system
Impact While the system is shut down, there will be no access to any of the resources housed on the ENCompass server. These include the Electronic Projects Pilot, Electronic Theses and Dissertations, and Archives and Special Collections Woodbury Collection.
Questions Contact the Library by calling x6161 or
e-mail library-questions@wpi.edu

Details
On Friday August 18, 2006 the library's ENCompass system will be off line for approximately 30 minutes starting at 9 A.M. for a memory replacement. During this time there will be no access to any of the resources housed on the ENCompass server. These include the Electronic Projects Pilot, Electronic Theses and Dissertations, and the Archives and Special Collections Woodbury Collection. The memory replacement is necessary to address performance issues on the ENCompass server.

myWPI (my.wpi.edu) planned outage
Posted 11 August 2006 by CCC Helpdesk
When? Friday, August 18, 2006 at 8:00 PM - Saturday, August 19, 2006 at Noon
How long? approximately 16 hours
Why? In order to apply a required service pack, the system will need to be taken offline.
Groups Affected Faculty, Staff, and Students who use myWPI
Impact Anyone with a myWPI course or organization site will not be able to access it during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The service pack being applied will address known issues and will also offer additional features to myWPI users. No action is required by users. Details on new features available as a result of the upgrade will be forthcoming.

Following the upgrade, support for myWPI will be partnering with the services provided via the Helpdesk. Mail sent to myhelp@wpi.edu will be redirected to helpdesk@wpi.edu automatically. Users may receive a Helpdesk Auto-Reply when using this contact method.

Rest assured issues will be handled by the same myWPI Help team that has provided such a high level of service in the past. Users may continue to report problems using the myWPI help form located at: http://www.wpi.edu/+myhelp/help.html

Thank you for your patience and cooperation as we work to improve the systems we support and the services we provide.


Library Voyager and ENCompass Systems Downtime
Posted 8 August 2006 by Don Richardson
When? Thursday August 10, 2006, 6 -7 A.M.
How long? about one hour
Why? To install an Oracle Critical Patch Update
Groups Affected Users of the Voyager and ENCompass systems
Impact Both the Voyager and ENCompass systems will be unavailable for about one hour.
Questions Contact the Library by calling x6700 or
e-mail library-questions@wpi.edu

Details
The library's Voyager and ENCompass systems will be unavailable for about one hour on Thursday August 10, 2006 between 6-7 A.M. The CCC will be installing an Oracle Critical Patch Update, as recommended by Endeavor Information Systems. The following systems are affected.

1. The Voyager system will be unavailable. This includes the Library Catalog, Your Account, Item Renewals, and all Request Functions such as Holds and Interlibrary Loans.

2. The ENCompass system also will be unavailable. This includes the following collections: Electronic Theses and Dissertations, Electronic Project Reports Pilot, and Special Collections (i.e., the Woodbury Collection).

We hope to have both systems back online shortly after 7 A.M.

Emergency outage - ADMIN File share and Exchange email (exchange.wpi.edu) unavailable TODAY 5:00 - 7:00 PM (08/03/06)
Posted 3 August 2006 by CCC Helpdesk
When? TODAY 5:00 - 7:00 PM (Thursday, 08/03/06)
How long? Approximately 2 hours
Why? To fix an issue with a storage array that is currently inaccessible and resolve current performance issues, it is necessary to perform a firmware update. The firmware update requires the affected systems to be taken offline.
Groups Affected All Exchange users (faculty, staff and students) and all faculty and staff who access file shares served from \\admin
Impact The following services will be impacted by this outage:
1. During the firmware update, the Exchange server will be taken offline. The Exchange server will be unavailable via Outlook clients, Outlook Web Access (OWA via exchange.wpi.edu), or from POP mail clients. Mail will be queued up for delivery during the outage and will be delivered when the server is back online. No mail will be lost, but Exchange users may experience a delay.

2. File storage access via \\admin will be unavailable. File shares that are served from \\admin will be inaccessible during the outage. Ex.: \\admin\fc\CCC Users may not be able to gain access to files via drives mapped to this file storage space.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Beginning at 5:00 pm this evening, the Exchange server and \\ADMIN file shares will be unavailable for a period of about 2 hours. This outage is necessary to perform a firmware update that will resolve performance problems and fix a storage array.

Since both email via Exchange and access to files stored on departmental file shares served from \\ADMIN will be unavailable during the outage, we ask everyone to please plan accordingly. Access should be restored by 7:00 pm and queued mail will be delivered at that time.

Thank you in advance for your understanding as we work to repair the affected systems.

Banner Self-Service Maintenance
Posted 25 July 2006 by CCC Helpdesk
When? Friday, July 28, 2006 9:00 am - 12:00 PM (Noon)
How long? Approximately 3 hours
Why? To perform required maintenance to the server that powers the Banner Self-Service interface, it will be necessary to take self-service modules offline.
Groups Affected Banner users; Faculty, Staff and students
Impact Banner Self-Service modules, such as the Web Registration System and Web for Employees, will be unavailable during the maintenance.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Banner Self-Service modules will be taken offline so that required maintenance may be performed to the Server. The server maintenance will begin on Friday, July 28, 2006 at 9:00 am and will last approximately three hours. Services should be available by Noon on Friday. Please plan accordingly.

We apologize for any inconvenience this may cause and we appreciate your patience as we work to perform required server maintenance.

Thank you.



Some IT Services unavailable due to Server room maintenance - planned outage
Posted 17 July 2006 by CCC Helpdesk
When? Beginning on Friday, July 21, 2006 at 5:00 pm and lasting through the day on July 22, 2006
How long? Less than 24 hours
Why? Maintenance of the Air Conditioning system in the main server room needs to be performed by Plant Services. Some services will need to be taken offline during the maintenance to ensure that the room does not overheat.
Groups Affected Members of the WPI community who use affected services
Impact While the air conditioning maintenance is being performed in the server room, it will be necessary to take some systems located within that room offline to avoid overheating in the room. The following services will be impacted:

Banner systems will be offline:
--------------------------------------------
- Access to Banner will be unavailable and use of Banner-dependant systems such as Web Registration, 'On-line gift giving by credit card' and on-line payment for conference registrations will be unavailable.
- Access to McTeer will be unavailable
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability) will not function while Banner is not available.

Windows services that will be offline include:
----------------------------------------------------------------
- Windows Terminal Services (windows.wpi.edu) will be unavailable.
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.
- Users will be unable to map network drives, including \\admin, \\student, \\argus, \\rivet, or \\mcteer.
- Printing via the Windows print server UNIPRINT will be unavailable

UNIX services that will be offline include:
----------------------------------------------------------
- Research Compute Cluster will be unavailable
- the toth supercomputer (toth.wpi.edu)
- Sourceforge (sourceforge.wpi.edu)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Starting on Friday evening, July 21, 2006, some IT Services will be shutdown in preparation for required air conditioner maintenance in the machine room which houses the servers that run most IT Services. In order to avoid overheating in the room while the maintenance is being performed, some servers will be taken offline. During the maintenance a switch valve for the HVAC system will be installed. Once the maintenance is complete, offline services will be restored. It is expected the maintenance will be completed by 5:00 pm on Saturday, July 22, 2006.

The following services will be taken offline during the maintenance:
Banner systems will be offline:
--------------------------------------------
- Access to Banner will be unavailable and use of Banner-dependant systems such as Web Registration, 'On-line gift giving by credit card' and on-line payment for conference registrations will be unavailable.
- Access to McTeer will be unavailable
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability) will not function while Banner is not available.

Windows services that will be offline include:
----------------------------------------------------------------
- Windows Terminal Services (windows.wpi.edu) will be unavailable.
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.
- Users will be unable to map network drives, including \\admin, \\student, \\argus, \\rivet, or \\mcteer.
- Printing via the Windows print server UNIPRINT will be unavailable

UNIX services that will be offline include:
----------------------------------------------------------
- Research Compute Cluster will be unavailable
- the toth supercomputer (toth.wpi.edu)
- Sourceforge (sourceforge.wpi.edu)

The following services will remain up during the maintenance provided they can be sustained by the portable cooling units being brought in for this purpose:
UNIX Services that will be online include:
----------------------------------------------------------
- interactive login to CCC cluster (ccc.wpi.edu)
- Virtual Private Network (VPN) authentication
- WPI Web server (www.wpi.edu) including access to departmental and personal web pages
- E-mail services including access to webmail via imap.wpi.edu
- proxy server for access to outside resources such as off-site electronic journals and databases provided through the Library

Windows services that will be online include:
------------------------------------------------------------------
- Domain login to ADMIN or STUDENT domain
- Exchange E-mail access including access via Outlook or Outlook Web Access (OWA via exchange.wpi.edu)

ATC Services that will be online include:
-----------------------------------------------------------
- access to myWPI (my.wpi.edu)

We thank you in advance for your understanding as we work to ensure a suitable physical environment is being maintained for the computing systems upon which WPI relies so heavily. Please contact the Helpdesk with any questions regarding this outage.


Brief outage - File share access for ADMIN and STUDENT domain users
Posted 10 July 2006 by CCC Helpdesk
When? TODAY - Monday July 10, 2006 at 5:15 pm
How long? Approximately 20 minutes
Why? In order to run required diagnostics on the central file server. While the diagnostics are being run, access to file shares will be unavailable.
Groups Affected ADMIN and STUDENT domain users; faculty, staff and students
Impact While diagnositics are run on the central file server, users will be unable to access domain file shares. ADMIN and STUDENT domain users will not be able to access network drives mapped to \\admin or \\student. Access to departmental or workgroup file shares may be impacted by this brief outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
ADMIN and STUDENT domain users should be advised that access to network file storage on the ADMIN and STUDENT domains will be unavailable for a brief period (about 20 minutes) starting at 5:15 pm today (Monday, July 10, 2006).

Diagnostics need to be run on the central file server. While the diagnostics are being run, access to domain file shares will be unavailable. ADMIN and STUDENT domain users will unable to access network drives mapped to \\admin or \\student. Access to departmental or workgroup file shares may be impacted by this outage. We ask that you plan accordingly to avoid any incovenience or productivity impact.

We apologize for any inconvenience this may cause and thank you for your understanding as we work to ensure the health of our systems.


Computer Users Asked to Shutdown and Power Off Systems (including computers, monitors and printers) During Power Outage
Posted 29 June 2006 by CCC Helpdesk
When? Saturday, July 1, 2006 @ 1AM til 5:00PM
How long? 16 Hours
Why? The electrical power on the main campus will be shut down in order to clean and test the high voltage electrical switchgear that serves the campus. Due to the lack of back-up power in some locations some services will not be available during the power outage.
Groups Affected Students, Faculty, Staff
Impact No one will have access on campus to any services, including network connectivity, as power will be out in all the main buildings. Services hosted outside the CCC computer room will not be available.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
WPI Employees are asked to shutdown their computers fully on Friday June 30, 2006 before leaving work. In addition it would be best if monitors and printers were manually turned off. Furthermore, any Specialized Lab Equipment that might be sensitive to power surges should be powered down and disconnected from power.

On Saturday, July 1st, there will be a shutdown of all the electrical power for the main WPI campus starting at 7AM and lasting until approximately 5 PM. This shutdown is required so that we can perform cleaning and testing of all the high voltage electrical switchgear that serves the campus. During the shutdown the following systems will be unavailable to users both on and off campus.
- All ECE Systems including ECE Mail.
- Higgins Labs: All PTC products (ProENGINEER, etc...)
Unigraphics, Tecplot, Ansys, Nastran, Fluent, Gambit, Abaqus, Thermal, Truegrid, Chemkin, Sun Compilers, home directories housed on the windows/Sun/Linux systems, the terminal server sunfire.wpi.edu
- All CS hosted systems will be unavailable

Users connecting to WPI systems off campus will have access as normal with the above exceptions. Specifically myWPI, Exchange, UNIX / CCC cluster, Toaster, OWA, the WPI web pages, and the VPN client will function as normal off campus.


STUDENT Domain Temporarily Down
Posted 27 June 2006 by CCC Helpdesk
When? Wednesday, June 28th 5:00 PM- 6:00PM
How long? Approximately 1 hour
Why? The Systems running the Student Domain will need to be taken offline and physically moved to a new location. This type of move does take some time.
Groups Affected Students, Faculty, Staff
Impact While the Windows servers are down, there will be no access to some Windows-based services.
The following Windows services will be affected:
- Domain logins to STUDENT will be unreliable.
- Users will be unable to map network drives, including \\student, \\argus, \\rivet.
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.
- PCs available in public computer labs will be unavailable for login.
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability) will not function during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Wednesday, June 28, 2006 from 5:00 PM to 6:00PM, the Student Domain Systems will be moved to a new location in the Machine Room.

While the Windows servers are down, there will be no access to some Windows-based services.
The following Windows services will be affected:
- Domain logins to STUDENT will be unreliable.
- Users will be unable to map network drives, including \\student, \\argus, \\rivet.
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.
- PCs available in public computer labs will be unavailable for login.
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability) will not function during the outage.

Please contact the Helpdesk with any questions or concerns regarding this outage. Thank you in advance for your understanding and cooperation as we work to improve the reliability of the services we provide to the WPI Community.




Windows Services (ADMIN and STUDENT Domains) unavailable - this is a planned outage
Posted 16 June 2006 by CCC Helpdesk
When? Saturday, June 24th 7:00 AM - Noon
How long? Approximately 5 hours
Why? In order to move the servers that run the Windows Domains and Exchange environments to the new power configuration in the main machine room, the systems will need to be taken offline and physically moved to a new location. This type of move does take some time.
Groups Affected Faculty, staff, and students
Impact While the Windows servers are down, there will be no access to any Windows-based services.
The following Windows services will be affected:
- Domain logins to ADMIN or STUDENT will be unreliable.
- Users will be unable to map network drives, including \\admin, \\student, \\argus, \\rivet, \\toaster or \\mcteer.
- Banner will not be available. This will impact 'On-line gift giving by credit card' and on-line payment for conference registrations.
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.
- PCs available in public computer labs will be unavailable for login.
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability) will not function during the outage.
- The Terminal Services server (windows.wpi.edu) will not be available for login.
The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS
client).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Saturday, June 24, 2006 from 7:00 AM to Noon, the Windows core infrastructure will be taken off the old power system and connected to the new system. The computers have outgrown the capacity of the old UPS and that load added to the age of the UPS has resulted in the power being unreliable. Power failures shorten the life of the computer systems and also causes everyone inconvenience when it happens.
We need to move the computers into new cabinets with the new power distribution layout, and this has resulted in this long shutdown estimate.

While the Windows servers are down, there will be no access to any Windows-based services.
The following Windows services will be affected:
- Domain logins to ADMIN or STUDENT will be unreliable.
- Users will be unable to map network drives, including \\admin, \\student, \\argus, \\rivet, \\toaster or \\mcteer.
- Banner will not be available. This will impact "On-line gift giving by credit card" and on-line payment for conference registrations.
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.
- PCs available in public computer labs will be unavailable for login.
- Services available through the CCC Account Maintenance Page (like account creation, account unlock utility, and Windows account password reset capability) will not function during the outage.
- The Terminal Services server (windows.wpi.edu) will not be available for login.
The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS client).

Please contact the Helpdesk with any questions or concerns regarding this outage. Thank you in advance for your understanding and cooperation as we work to improve the reliability of the services we provide to the WPI Community.

Library systems unavailable during UNIX systems move
Posted 7 June 2006 by CCC Helpdesk
When? Sunday, June 11, 2006 8:00 am - 5:00 pm
How long? approximately 9 hours
Why? Many Library systems depend on UNIX servers to provide services. Dependant systems will be unavailable while the UNIX systems are down (see IT News item: http://www.wpi.edu/Admin/IT/News/servicesalert.html#newsitem1149531039,98158,)
Groups Affected Faculty, Staff and students who utilize electronic Library resources
Impact While the Unix systems are down, the Library's Voyager System (endeavor.wpi.edu; library.wpi.edu) will be unavailable. The following services will be unavailable during the outage:
- Library Catalog
- Your Account
- Requests (ILL, Holds, Founders Storage, Course Reserve, Suggested Purchase, E-Audio Books);
- Worcester Area Union List of Serials

During the outage, ENCompass and LinkFinder Plus Systems (encompass.wpi.edu) will also be unavailable. Services impacted by this include:
Woodbury Collection Search; ETD Collection Search; E-Projects Pilot Search

The Proxy Server will be unavailable during the outage. This will prevent access to certain off-campus electronic resources that authenticate access by IP Address including access to most

- Electronic Journals
- Electronic Books
- Databases

Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Sunday, June 11, from 8am to 5pm, the CCC UNIX systems will be taken off the old power system and connected to the new system. The computers have outgrown the capacity of the old UPS and that load added to the age of the UPS has resulted in the power being unreliable. Power failures shorten the life of the computer systems and also causes everyone inconvenience when it happens. Since many of the Library's systems rely on UNIX systems many Library services will be impacted by this outage.


While the Unix systems are down, the Library's Voyager System (endeavor.wpi.edu; library.wpi.edu) will be unavailable. The following services will be unavailable during the outage:

- Library Catalog
- Your Account
- Requests (ILL, Holds, Founders Storage, Course Reserve, Suggested Purchase, E-Audio Books);
- Worcester Area Union List of Serials

During the outage, ENCompass and LinkFinder Plus Systems (encompass.wpi.edu) will also be unavailable. Services impacted by this include:
Woodbury Collection Search; ETD Collection Search; E-Projects Pilot Search

The Proxy Server will be unavailable during the outage. This will prevent access to certain off-campus electronic resources that authenticate access by IP Address including access to most

- Electronic Journals
- Electronic Books
- Databases

Thank you for your understanding as we work to improve the long-term reliability of the services we provide. Please contact the Helpdesk with any questions or concerns regarding this outage.


Multiple CCC Systems shutdown - this is a planned outage
Posted 5 June 2006 by CCC Helpdesk
When? Sunday, June 11, 8:00 am - 5:00 pm
How long? Approximately 9 hours
Why? In order to move servers to a new, higher-capacity power supply, the servers will need to be taken offline. Many servers will be physically moved to new cabinets in the new power distribution layout. These moves will take time, resulting in a long outage estimate.
Groups Affected Faculty, staff, students and web visitors
Impact The following CCC services will NOT be available during the shutdown:

- CCC compute and interactive systems (login to ccc.wpi.edu)

- the toth supercomputer (toth.wpi.edu)

- Sourceforge (sourceforge.wpi.edu)

- Access to toaster.wpi.edu (this includes drive mappings to \\toaster.wpi.edu\username from Windows PCs)

- the WPI web server (departmental and personal web pages will be inaccessible)

- UNIX webmail will be down (imap.wpi.edu)

- VPN (Virtual Private Network)authentication will not work while the UNIX systems are down.

- mail delivery will be delayed (mail will be queued up for delivery following the shutdown. Internal Exchange to Exchange mail should not be impacted)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Sunday, June 11, from 8am to 5pm, the CCC UNIX systems will be taken off the old power system and connected to the new system. The computers have outgrown the capacity of the old UPS and that load added to the age of the UPS has resulted in the power being unreliable. Power failures shorten the life of the computer systems and also causes everyone inconvenience when it happens.

We need to move the computers into new cabinets with the new power distribution layout, and this has resulted in this long shutdown estimate.

The following CCC services will NOT be available during the shutdown:

- CCC compute and interactive systems (login to ccc.wpi.edu)
- the toth supercomputer (toth.wpi.edu)
- Sourceforge (sourceforge.wpi.edu)
- Access to toaster.wpi.edu (this includes drive mappings to \\toaster.wpi.edu\username from Windows PCs)
- the WPI web server (departmental and personal web pages will be inaccessible)
- UNIX webmail will be down (imap.wpi.edu)
- VPN Authentication will not function while the UNIX systems are down
- mail delivery will be delayed (mail will be queued up for delivery following the shutdown. Internal Exchange to Exchange mail should not be impacted)

Please contact the Helpdesk with any questions or concerns regarding this outage. Thank you in advance for your understanding and cooperation as we work to improve the reliability of the services we provide to the WPI Community.



Multiple ATC Systems shutdown - this is a planned outage
Posted 5 June 2006 by CCC Helpdesk
When? Friday, June 9, 4:00 pm
How long? Approximately 5 hours
Why? In order to move servers to a new, higher-capacity power supply, the servers will need to be taken offline. Many servers will be physically moved to new cabinets in the new power distribution layout. These moves will take time, resulting in a long outage estimate.
Groups Affected Faculty, staff, students who use ATC systems
Impact The following ATC services will NOT be available during the shutdown:

- myWPI

- Interwise (web conferencing)

- Streaming Media (Streaming Audio and Video files for ADLN courses, and other audio/video files linked to the Media Server or myWPI)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Friday, June 9, from 4:00 pm – 9:00 pm, the ATC systems will be taken off the old power system and connected to the new system. The computers have outgrown the capacity of the old UPS and that load added to the age of the UPS has resulted in the power being unreliable. Power failures shorten the life of the computer systems and also causes everyone inconvenience when it happens.

We need to move the computers into new cabinets with the new power distribution layout, and this has resulted in this long shutdown estimate.

The following ATC services will NOT be available during the shutdown:

- myWPI
- Interwise (web conferencing)
- Streaming Media (Streaming Audio and Video files for ADLN courses, and other audio/video files linked to the Media Server or myWPI)

Please contact the Helpdesk with any questions or concerns regarding this outage. Thank you in advance for your understanding and cooperation as we work to improve the reliability of the services we provide to the WPI Community.

E-Mail format issues have been resolved
Posted 24 May 2006 by CCC Helpdesk
When? Problems which began around 10:00 am were resolved around 12:15pm, May 24, 2006
How long? Problem was resolved after about 2 hours
Why? A configuration problem caused some formatted e-mail messages to arrive to some mail clients in unreadable format. The cause of the problem was discovered and corrected.
Groups Affected WPI e-mail users; faculty, staff and students
Impact - HTML or Rich Text formatted email messages sent through the Unix servers from off-campus addresses or via UNIX-based mailing lists (like wpi_staff@wpi.edu), became corrupt and could not be read by mail readers such as Outlook.
- Some attachments sent to WPI email users from off-campus addresses did not arrive in a readable format. These attachments will need to be resent now that the problem has been resolved.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A configuration problem on the servers caused specially formatted e-mail messages (HTML and Rich Text) and some attachments to become corrupt upon delivery. The messages were delivered to mail clients (like Outlook) in an unreadable format. The results were garbled email messages.

The faulty configuration was discovered and repaired just after noon-time today. Affected recipients may need to ask senders to resend messages.

We apologize for the inconvenience this undoubtedly caused. Thank you for your patience as we worked to resolve the problem.

Beware of Email Phishing schemes
Posted 24 May 2006 by CCC Helpdesk
When? NA
How long? NA
Why? To protect yourself against potential identity theft.
Groups Affected All WPI Email users; Faculty, Staff, Students and Alumni
Impact Identity Security

Phishing as defined by the Federal Trade Commission:
"Phishing is a high-tech scam that uses spam to deceive consumers into disclosing their credit card numbers, bank account information, Social Security numbers, passwords, and other sensitive personal information."

Many phishing expeditions are done via e-mail. The "From" field of the e-mail may have the .com address of the company mentioned in the e-mail, and the message may even contain official-looking logos. E-mail purporting to be from Chase Bank, PayPal, Washington Mutual Trust, or some otherwise legitimate sounding source is really a subversive attempt to gather personal information to perpetrate identity theft against its victims.

Do not fall prey to these threats! Avoid completing fields requesting login credentials, account numbers, personal information, etc. Do not click on links provided in unsolicited e-mail messages from companies with whom you might otherwise do business. The links provided by phishing e-mail message have false labels and may actually take you to a thieving server. These links could also trigger the installation of tracking software (spyware) on your computer. Instead, contact the company directly by a phone number other than that provided in the e-mail, or by typing the legitimate web address directly into your browser.

Unsolicited e-mail asking for information or information verification should be deleted.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Concerned members of the WPI community have contacted Information Technology with questions and concerns regarding the legitimacy of e-mail requesting personal and/or financial information received at their WPI address.

More information about the dangers of phishing scams will be covered in an upcoming Helpdesk Information Session: "Managing Junk E-mail at WPI". The program is open to all members of the WPI community. Community members can register online at: http://www.wpi.edu/Regi/?method=session&sessionID=5148

Phishing Examples and information resources are listed below to help you identify, understand, and avoid being caught in phishing scams.

Top Ten Phishing Email scams (as listed by McAfee):
http://www.mcafee.com/us/threat_center/anti_phishing/phishing_top10.html


Helpful Phishing Resources
==========================
What is Phishing? (definition according to wikipedia.org):
http://en.wikipedia.org/wiki/Phishing

Phishing archive (as maintained by Anti-Phishing Working Group - www.antiphishing.org):
http://www.antiphishing.org/phishing_archive.html

The Federal Trade Commission has developed this guide about "How not to get hooked by a "Phishing" scam:
http://www.ftc.gov/bcp/conline/pubs/alerts/phishingalrt.htm

Identifying E-mail Phishing Scams
==========================
Sample Phishing E-Mail Text:

Sample #1:
-------------------------------------------------------------------
Dear NAFCU member,


As part of our security measures, we regularly screen activity in Federal Credit Union network.We recently noticed the following issue on your account: A recent review of your transaction history determined that we require an update of your account in order to provide you with secure services. Case ID Number: PP-065-617-349

For your protection, we have limited your access, until additional security measures can be completed. We apologize for any inconvenience this may cause. Please restore your access as soon as possible.

You must click the link below and fill in the form on the following page to complete the verification process.

http://www.nafcu.org/profile_verification/index.htm

We thank you for your prompt attention to this matter. Please understand that this is a security measure intended to help protect you and your account. We apologize for any inconvenience.

Sincerely, Nation Association of Federal Credit Unions Account Review Department

Please do not reply to this e-mail. Mail sent to this address cannot be answered.

Sample #2:
-------------------------------------------------------------------
Subject: eBay Account Verification
Date: Fri, 20 Jun 2003 07:38:39 -0700
From: "eBay"
Reply-To: accounts@ebay.com
To:
Dear eBay member,
As part of our continuing commitment to protect your account and to reduce the instance of fraud on our website, we are undertaking a period review of our member accounts.
You are requested to visit our site by following the link given below
http://arribba.cgi3.ebay.com/aw-cgi/ebayISAPI.dll?UpdateInformationConfirm&bpuser=1

Please fill in the required information.
This is required for us to continue to offer you a safe and risk free environment to send and receive money online, and maintain the eBay Experience.
Thank you
Accounts Management As outlined in our User Agreement, eBay will periodically send you information about site changes and enhancements. Visit our Privacy Policy and User Agreement if you have any questions.
Copyright © 1995-2003 eBay Inc. All Rights Reserved.
Designated trademarks and brands are the property of their respective owners.
Use of this Web site constitutes acceptance of the eBay User Agreement and Privacy Policy .
===============================================

Sample Phishing E-Mail Images:
http://www.bankrate.com/brm/news/advice/20030820b1.asp
http://www.nationalcity.com/personal/popup/consumeralert.asp


=================================================

As always, the Helpdesk is available to answer any questions or concerns that you may have regarding questionable e-mail you have received. Contact the Helpdesk by calling x5888, (508)831-5888 or e-mail helpdesk@wpi.edu. Thank you for your attention to this matter.


Library main floor construction project
Posted 28 April 2006 by CCC Helpdesk
When? May through July, 2006
How long? Three months
Why? To consolidate staff and service points in one focal location. This achieves:
- Improved space for users: space for noisy study; opened views to windows; multiple computing configurations
- Office space for staff: better space for meetings with librarians at the Reference Desk and away from it; quiet, secure space for staff to work
- Better visability: easily identified service points and equipment; improved sightlines (staff to staff, service points to users, office space to service points, and staff to entrance for security and safety concerns)
Groups Affected All people working in and visiting the library during construction period, especially on the main level
Impact - The Movie lab will be unavailable during the construction.
- There may be times when the construction causes increased noise levels in the Library. Patrons will likely notice this most on the main level of the Library.
Questions please send questions to library-questions@wpi.edu or call x6700

Details
The library is improving its service areas by bringing Circulation and Reference, and the groups that staff each, into one area of the main floor, to achieve one consolidated service point. Locating service points and staff in the same area will improve communications, workflows, and staffing models; improve sightlines; provide varied computing options for interactions and for groups; open up the floor visually; and open up two spaces for installation of additional IT Labs. Improvements will provide space for staff to work with groups as well as individuals, and allow for more private interactions, in addition to providing staff with more secure, private work space. Library users will be able to find all staff and services in one convenient area. Staff will have much improved ability to see those who may be looking for help, even when the staff are working with others away from the service desks.

Components of the project include: Movie Lab moves to the 3rd floor study room; Microfilm/fiche collections move to the ground floor with other periodical collections; media equipment (DVD and video players) move to a room adjacent to the PC Room on level one; Reference/Interlibrary Loan staff and Reference Desk move to opposite side of main level; Reference collection is reduced in size and moves to opposite side of main level; public access computers move to opposite side of main level; Bestsellers and study tables move to current Reference area; two new IT Labs (collaborative group technology rooms) are installed in current Reference area spaces.

PLEASE NOTE: During construction the library will be OPEN regular summer hours.

Thank you for your understanding and cooperation while we work to improve the services provided to the WPI community by the Library.


Library Catalog System Downtime
Posted 24 April 2006 by Don Richardson
When? Monday, May 8, 2006
How long? All Day
Why? The library's Voyager system will be upgraded to the current Voyager release by Endeavor Information Systems, Inc.
Groups Affected All library catalog users
Impact During the upgrade there will be no access to the Gordon Library catalog on library.wpi.edu; Patron Information (aka "Your Account"); and all user request services offered in the catalog. This includes Interlibrary Loan, Founders Storage, Faculty Course Reserve, E-audio, Project Reports, Suggested Purchase, and Hold Requests. Web page links that point to library.wpi.edu will not function during the upgrade. WAULS, the Worcester Area Union List of Serials, also will be unavailable.
Questions Contact the Library by calling x6700 or
e-mail library-questions@wpi.edu

Details
The library's Voyager system will be upgraded to the latest release by Endeavor Information Systems, Inc. on Monday, May 8, 2006. It is expected that the library catalog and all other services that run on the Voyager system will be unavailable all day. In addition to the catalog, other services affected are Patron Information (aka "Your Account") and all user requests offered via the catalog. This includes Interlibrary Loan, Founders Storage, Faculty Course Reserve, E-audio, Project Reports, Suggested Purchase, and Hold Requests. Also, Web page links that point to library.wpi.edu will not function during the upgrade, and WAULS, the Worcester Area Union List of Serials, will be offline as well.

We apologize for any inconvenience this causes users. Please contact the library at library-questions@wpi.edu if you have any questions about access to library resources.

Forced password change for STUDENT Domain (Windows) accounts.
Posted 10 March 2006 by Network Operations
When? Required Windows password changes for Undergraduate and Graduate Students will start on Monday, March 13, 2006 and follow the schedule below.
How long? All current Undergraduate and Graduate Students Windows Login passwords will expire according to the schedule below. During that time Undergraduate and Graduate Students will be required to change their current password.
Why? Due to a recently discovered security flaw in the current Windows password scheme, Network Operations and Security will require all Undergraduate and Graduate Students to change their current Windows STUDENT domain password. We realize the inconvenience this will cause many of you during this time; however the security flaw is a significant threat and believe it is in the best interest of the University to protect our people and our data.
Groups Affected All Undergraduate and/or Graduate Students.
Impact Undergraduate and/or Graduate Students Windows Domain login passwords will need to be changed.
Questions Undergraduate and/or Graduate Students experiencing difficulties changing their passwords may call helpdesk at X5888. Security and technical questions can be forwarded to Network Operations and Security by calling X6666 or via email netops@wpi.edu.

Details
Due to a recently discovered security flaw in the current Windows password scheme, Network Operations and Security will require all Undergraduate and Graduate Students to change their current Windows STUDENT domain password. We realize the inconvenience this will cause many of you during this time; however the security flaw is a significant threat and believe it is in the best interest of the University to protect our people and our data.

New Windows passwords will require the following:

Must be at least 8 characters long
Must not exceed 30 characters
Can not start with a number
Must contain at least one upper case letter (A-Z)
Must contain at least one lower case letter (a-z)
Must contain at least one number (0-9) – but not as the first character in the password
Can contain special characters/punctuation
You can not reuse an old password
You can not use a variation your current password
Students can change their passwords several ways, please visit http://www.wpi.edu/+helpdesk for instructions and options.

Undergraduate and Graduate Students password will expire and be required to change according to the following schedule:

Undergraduate and Graduate Students with the last names beginning in A-C will be required to change their Windows passwords on next login Monday, March 13, 2006 after 7:00 am
Undergraduate and Graduate Students with the last names beginning in D-G will be required to change their Windows passwords on next login Tuesday, March 14, 2006 after 7:00 am
Undergraduate and Graduate Students with the last names beginning in H-L will be required to change their Windows passwords on next login Wednesday, March 15, 2006 after 7:00 am
Undergraduate and Graduate Students with the last names beginning in M-R will be required to change their Windows passwords on next login Thursday, March 16, 2006 after 7:00 am
Undergraduate and Graduate Students with the last names beginning in S-Z will be required to change their Windows passwords on next login Friday, March 17, 2006 after 7:00 am
If Undergraduate and/or Graduate Students are away during these time periods they will be required to change their password on their next login.

During this time Helpdesk will be available to help any students with difficulties changing their passwords by calling x5888.



Planned Banner Outage - 3/06/2006 at 5:00 PM
Posted 28 February 2006 by CCC Helpdesk
When? Monday, March 6, 2006 starting at 5 PM
How long? Approximately 2 hours
Why? All Banner systems and Banner-dependant processes will be unavailable while required security patches are applied to the database used by the Banner systems.
Groups Affected All users of Banner; students, faculty, staff as well as potential students
Impact Banner will be unavailable for use while the database is being patched. There will be no access to Banner via Internet Native Banner (INB) to access forms or reports. There will also be no access to the database via systems dependant on access to Banner information, including: McTeer, Web Registration system, Web for Employees, INB, or self-service applications such as the CCC Account Maintenance web pages, or access by other 3rd party tools, such as Microsoft (MS) Access and MS Excel.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
It is necessary to apply required security patches to the database used by the Banner systems to ensure the integrity and security of the data stored in that database. The database will not be available for the duration of this required maintenance, so no access is possible. As soon as the patching is completed, access will be opened up to the various systems that use the database.

Please address any questions or concerns to the Helpdesk by emailing helpdesk@wpi.edu or by calling 508.831.5888 or x5888.

Thank you for your patience and understanding as we work to ensure the integrity of the systems and services provided to the WPI Community.

Brief Outage of the Network File Server (toaster.wpi.edu) / Network Appliance
Posted 5 January 2006 by CCC Helpdesk
When? Friday - January 6, 2005 at 5:00 PM (EST)
How long? approximately 20 minutes
Why? In order to make some required changes to the system, it must be taken offline briefly.
Groups Affected Faculty, staff, students and web visitors
Impact The following services will be impacted by this outage:
- During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered. (Internal Exchange will not be impacted).
- No WPI departmental or personal web pages will be accessible
- No Unix services will be available, including: no login to Unix servers, no VPN authentication, no Proxy authentication.
- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping
(\\toaster\username).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
It will be necessary to make some changes to the Network Appliance/Network File Server (aka toaster.wpi.edu) Friday, January 6, 2006 at 5:00 pm (EST). The changes require that the system be shut down briefly. The outage should last approximately 20 minutes.

The following services will be impacted by this outage:
- During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered.
(Internal Exchange email delivery will not be impacted).

- No WPI departmental or personal web pages will be accessible

- No Unix services will be available, including:
- no login to Unix servers
- no VPN authentication
- no Proxy authentication

- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping (\\toaster\username).

We apologize for any inconvenience this may cause, but these changes are necessary to improve the services which depend on the Network Appliance. We thank you for your understanding.


Banner, Exchange (exchange.wpi.edu), and McTeer (mcteer.wpi.edu) outages
Posted 19 December 2005 by CCC Helpdesk
When? Monday, December 26, 2005 starting at 1:00 am
How long? All day (minimum 20 hours) with McTeer (mcteer.wpi.edu) unavailable for 2 full days
Why? In order to perform upgrades and required system maintenance.
Groups Affected All Exchange email users, all Banner users, and all McTeer users; faculty, staff and students
Impact 1. Impact of Banner outage:
Banner will be unavailable for use while an application upgrade is being performed.
- No access to Banner Production (forms or reports)
- No Access to Banner Web (Self Service)
- No access via dependant systems: (McTeer, self-service applications such as the CCC Account Maintenance web pages)
- No access via 3rd party tools, such as Microsoft Access or Excel.

2. Impact of Exchange outage:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS client).
- Outlook Web Access (OWA) be unavailable (https://exchange.wpi.edu).
3. Impact of McTeer outage (2 full days):
- No access to McTeer via SSH Login
- No access to mapped drives on McTeer
- Banner Job Submission will be unavailable.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
1. Banner:
The Banner system outage is required in order to upgrade the Banner administrative systems application products to version 7.2. Banner will be unavailable for use during the upgrade as will any services which rely on access to the Banner database.

2. Exchange
The Exchange server will be undergoing planned required server maintenance and will be unavailable (intermittent?) for use throughout the day.

3. McTeer
The VMS server, McTeer, will be unavailable during the Banner outage and will undergo required server maintenance following the Banner upgrade, which will result in a 2 day outage. Users will not be able to login interactively via an SSH client nor will they be able to connect to a file share served on the McTeer server. Job submission via McTeer will also be unavailable.

Thank you in advance for you patience and understanding as we work to improve the IT systems and services available to the WPI community. We apologize for any inconvenience this outage may cause. Please contact the Helpdesk (call x5888 or (508) 831-5888 or email helpdesk@wpi.edu) with any questions or concerns.



myWPI Upgrade
Posted 16 December 2005 by Joseph Kalinowski
When? December 26, 2005 at 10am
How long? up to 12 hours
Why? Software & Security updates
Groups Affected All users of myWPI
Impact Access to myWPI will be unavailable starting at 10am on 12/26/05 and will be restored by 10pm.
Questions Contact myhelp@wpi.edu

Details
In order to perform software and security updates to myWPI, it will be unavailable starting at 10am on Monday, 12/26/05. These updates will take up to 12 hours. Connectivity to myWPI will be intermittent during this time.

If you have any questions about myWPI at all, please let us know at myhelp@wpi.edu.

Thank you and have a safe and happy holiday season.

WPI testing use of "Greylisting "to combat SPAM (junk email)
Posted 2 November 2005 by CCC Helpdesk
When? In recent weeks. Testing was initiated several weeks ago.
How long? If successful, WPI may adopt permanently
Why? In order to combat the large amounts of SPAM (aka Junk Email) that WPI Email users receive each day, we are testing out the effectiveness of the greylisting approach to SPAM Management.
Groups Affected All WPI Email users (faculty, staff, students, and alumni gateway users)
Impact Users should notice a reduction in the amount of SPAM and other unwanted Email they have been receiving in the past few weeks.

Early on, it is possible that some legitimate email may be declined due to greylisting. This may delay delivery of email in some cases. Some recipients may even notice that they are not receiving anticipated email from off-campus senders and should report these incidents to the Helpdesk. The service can be modified to allow receipt of email from certain senders.

The service should become more reliable over time and as adjustments are made and should have a positive long-term impact.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
In order to attempt to control the amount of unwanted Email (SPAM) received by WPI users, the CCC is testing out the use of one approach to SPAM Management, called "greylisting".

The "Greylisting" approach to SPAM management, utilizes a 'triplet' of information (sender, recipient, and the IP address of the sending mail server) to determine the legitimacy of an incoming mail message. If a message is received from a new triplet (one that has never been seen before by the incoming mail server), the WPI mail server declines delivery for a minimum of 5 minutes. Properly configured mail servers will try again some time after the 5 minute time-frame to resend the message. When this happens, the message will be delivered (on the second attempt) and this triplet will be added to a whitelist. Subsequent mail from this triplet will always be delivered to the sender. SPAM senders will either not try again or will try again in a very short interval (3-5 seconds later). In either case, the message will not be delivered and the user will not receive the potentially unwanted mail.

One possible pitfall is that an improperly configured e-mail systems could translate the temporary reject as a permanent bounce and not deliver the mail. This can be combated by maintaining a "Whitelist" of IP addresses from legitimate email sources which have substandard mail handling. The CCC is asking WPI Email users to keep an eye out for mail they might be missing and report those issues to the Helpdesk (email helpdesk@wpi.edu with the sender information for the recipient address to be checked). We can review the greylisting log files to determine if legitimate email is being caught by the greylisting and enhance our whitelist accordingly.

More information about how greylisting works (in concept) can be found at:
http://en.wikipedia.org/wiki/Greylisting
http://projects.puremagic.com/greylisting/whitepaper.html

Thank you for your patience as we work to improve the services we provide to WPI Email users.


ENCompass System Downtime
Posted 26 October 2005 by Don Richardson
When? Tuesday November 1, 2005
How long? The remainder of the week, possibly extending to the next week.
Why? Installation of the most current release of the system software, ENCompass 3.6
Groups Affected All users of ENCompass
Impact There will be no access to ENCompass via the standard interface or customized interfaces. See below for details.
Questions Contact the Library by calling x6700 or
e-mail library-questions@wpi.edu

Details
On Tuesday November 1, 2005, Endeavor Information Systems will upgrade the library's ENCompass system to the most current release, ENCompass 3.6. Endeavor estimates that the system will be down for three days, but we are estimating the need for some additional time to reinstall local customizations. During the downtime, there will be no access to the standard ENCompass interface at http://encompass.wpi.edu:20038 There also will be no access via the customized interfaces on the E-Projects Pilot site (http://www.wpi.edu/Pubs/E-project/), Woodbury and Company Digital Collection (http://www.wpi.edu/Academics/Library/Archives/Woodbury/search.html), and the FABERC site (http://www.faberc.org/search.html). We apologize for any inconvenience caused by the downtime, and we will make every effort to have the system and interfaces available as soon as possible.

Planned outage of Windows and Exchange servers
Posted 14 October 2005 by CCC Helpdesk
When? Saturday, October 15, 2005 starting at 2:00 AM
How long? Approximately 1 hour
Why? In order to apply critical security patches for the Windows
environment, all Windows server (including the Exchange server) will be
taken offline. This is a planned outage and will impact all Windows services
offered through the ADMIN and STUDENT domains.
Groups Affected Faculty, staff and students; All users of ADMIN and STUDENT
Impact While the Windows servers are down, there will be no access to any Windows
based services. The following Windows services will be affected:
- Domain logins to ADMIN or STUDENT will be unavailable.
- Users will be unable to map network drives, including \\admin, \\student,
\\argus, \\rivet, \\toaster or \\mcteer.
- Banner will not be available
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised
Programs, or software that relies on Windows license servers will not
function.

The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS
client).
- Outlook Web Access be unavailable (exchange.wpi.edu)
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
CCC Windows servers will be offline for a brief planned outage on Saturday, October 15, 2005. The planned outage is necessary in order to apply critical security patches. The outage should last approximately 5 minutes per server, and will occur between the hours of 2AM and 3AM. During the outage no Windows Services or Exchange services will be available to users.

The following Windows services will be affected:

- Domain logins to ADMIN or STUDENT will be unavailable
- Users will be unable to map network drives, including \\admin, \\student,
\\argus, \\rivet, \\toaster or \\mcteer.
- Banner will not be available
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised
Programs, or software that relies on Windows license servers will not
function.

The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS client).
- Outlook Web Access (OWA) be unavailable.

Thank you in advance for you patience and understanding as we work to
improve the IT systems and services available to the WPI community. We apologize for any inconvenience this outage may cause. Please contact the Helpdesk (call x5888 or (508) 831-5888 or email helpdesk@wpi.edu) with any questions or concerns.


Planned Exchange Server Outage
Posted 13 October 2005 by CCC Helpdesk
When? Monday, October 17, 2005 from 8:00 PM - 8:30 PM
How long? Approximately 30 minutes
Why? In order to increase the redundancy of the Exchange environment, the server will be taken offline. This is a planned outage and will impact all Exchange users.
Groups Affected Faculty, staff and students; All Exchange users
Impact The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS
client).
- Outlook Web Access be unavailable.
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
In order to increase the redundancy of the Exchange environment, the server will be taken offline. This is a planned outage and will impact all Exchange users.

The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAPS client).
- Outlook Web Access (OWA) be unavailable.

Thank you in advance for you patience and understanding as we work to
improve the IT systems and services available to the WPI community. We
apologize for any inconvenience this outage may cause. Please contact the Helpdesk (call x5888 or (508) 831-5888 or email helpdesk@wpi.edu) with any questions or concerns.


Brief planned outage of users' web server (users.wpi.edu)
Posted 30 September 2005 by CCC Helpdesk
When? Noon today (12:00 PM 9/30/2005)
How long? approximately 20 minutes
Why? Updates were applied earlier this morning that require a system reboot.
Groups Affected Users with personal web pages stored on users.wpi.edu; Students and some Faculty and Staff
Impact The following will be impacted by this brief outage
- web pages stored on users.wpi.edu will be unavailable during the outage
- The soccomm.wpi.edu, comedy.wpi.edu, lnl.wpi.edu, and sga.wpi.edu pages will be unavailable during the outage.

Pages on www.wpi.edu are NOT affected.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
It was necessary to apply some updates to the users web server (users.wpi.edu) earlier today. In order to complete the update process, a reboot of the server is required. Rebooting the server and bring the system back online should take less than 20 minutes to complete.

The following updates were applied to the server:
- a newer "kernel" was installed
- Update to SSH
- updates to system services
- system library updates

Thank you in advance for you patience as we work to improve the systems and services we provide.


myWPI Maintenance
Posted 31 August 2005 by Joseph Kalinowski
When? Friday, September 3, 2005 - 12:15am
How long? Up to 8 hours
Why? In order to perform required maintenance
Groups Affected Any users of myWPI (http://my.wpi.edu)
Impact During this time period, you will not be able to login to myWPI (http://my.wpi.edu).
Questions Email myhelp@wpi.edu.

Details
In order to facilitate required maintenance to myWPI, it will be unavailable from Friday, September 2 at 8pm for twelve hours. Access to information contained in myWPI will not be accessible during this time period. We apologize for any inconvenience.

POP3 & IMAP Connections to the Microsoft Exchange Server Discontinued
Posted 24 August 2005 by CCC Helpdesk
When? Wednesday, August 31, 2005 @ 9:00 PM
How long? Indefinitely
Why? In an effort to improve the security of WPI's computing environment, support for the IMAP and POP3 protocols will be discontinued on Wednesday, August 31, 2005 at 9 PM, in favor of their secure versions, IMAPS and POP3S.
Groups Affected WPI Microsoft Exchange Server Users
Impact On August 31, 2005, @ 9:00 PM, IMAP and POP3 connections to the Microsoft Exchange Server will be blocked. The IMAPS and POP3S protocols will remain enabled.
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
In an effort to improve the security of WPI's computing environment, support for the IMAP and POP3 protocols on the Microsoft Exchange Server (exchange.wpi.edu, adminmail.wpi.edu, and acadmail.wpi.edu) will be discontinued on Wednesday, August 31, 2005 at 9 PM. These protocols will be replaced with their secure versions, IMAPS and POP3S. Anyone attempting to use an insecure version of IMAP or POP3 after this time will be unable to retrieve any mail from the server.

To reconfigure Outlook 2003 for IMAPS support please visit:

http://www.wpi.edu/+helpdesk/Email/Exchange/imapsviaexchange.html

To reconfigure Outlook 2003 for POP3S support please visit:

http://www.wpi.edu/+helpdesk/Email/Exchange/popsviaexchange.html

Thank you in advance for you patience and understanding as we work to improve the IT systems and services available to the WPI community. We apologize for any inconvenience these changes may cause. Please contact the Helpdesk (call x5888 or (508) 831-5888 or email helpdesk@wpi.edu) with any questions or concerns.

Services that use WPI ID cards will switchover to use NEW ID cards
Posted 12 August 2005 by CCC Helpdesk
When? Overnight Wednesday, 8/17/05. Starting at Midnight (12:00 am on Thursday, 8/18/05)
How long? Approximately 6 hours (until 6:00 am Thursday, August 19, 2005)
Why? All members of the WPI Community (faculty, students, staff and administrators) will be issued new ID numbers and physical ID cards this year. The new ID number will be a computer generated random number. The services that can be accessed using a WPI ID card will switchover to use with the new ID card and new ID numbers.
Groups Affected All active WPI Faculty, Staff, Administration, and Students
Impact Once the services are changed to use the new ID cards the old ID will no longer give you access to the services.

Services affected include:
-Access to meals on Chartwells meal plans (plans available for students and employees)
-Deposit money on your ID Points account to purchase Chartwells food at a 10% discount; or to use at the Boynton Restaurant or Domino’s(discount not applicable)
-Deposit money on your ID account to purchase from the campus bookstore
-Deposit money on your ID account to purchase printouts from library and labs
-Deposit money for campus laundries
-Access to Residence Halls
-Access to fitness center
-Access to several academic buildings during off hours

NOTE: some card locks (standalone) require a physical visit to each door to update the information and will be changed over throughout the day on Thursday, August 18. If you need access to areas Thursday carry both cards to insure your access.

Questions Please address any questions or concerns to Administrative Services by phone at x5150 or via email at admserv@wpi.edu.

Details
Notice to the WPI Community from Administrative Services:

All members of the WPI Community (faculty, students, staff and administrators) will be issued new ID numbers and physical ID cards this year. The new ID number will be a computer generated random number. The physical ID will change in appearance.

Administrative Services has pre-printed new ID cards for current community members who have a digital ID picture on file. The digital ID system was implemented three years ago, therefore many seniors and employees who have IDs older than 3 years will need to have a picture taken when they come for their new ID.

The ID card is becoming more integrated into the daily operations at WPI and everybody should be sure to go and get yours!

Do you know you can use your ID for?
- Access to meals on Chartwells meal plans (plans available for students and employees)
- Deposit money on your ID Points account to purchase Chartwells food at a 10% discount; or to use at the Boynton Restaurant or Domino’s(discount not applicable)
- Deposit money on your ID account to purchase from the campus bookstore
- Deposit money on your ID account to purchase printouts from library and labs
- Deposit money for campus laundries
- Access to Residence Halls
- Access to fitness center
- Access to several academic buildings during off hours
- Access many computer labs 24x7
And more to come…..

ALL SERVICES WILL CHANGE FROM USING THE OLD ID# & CARD
During the period from Midnight Wednesday, August 17, 2005
UNTIL 6:00 am Thursday Morning August 18, 2005

NOTE: some card locks (standalone) require a physical visit to each door to update the information and will be changed over throughout the day on Thursday, August 18. If you need access to areas Thursday carry both cards to insure your access

Administrative Services will be distributing new ID cards, starting on the dates listed below. If you know you have an older ID allow yourself some extra time (15 min or so) to have your picture taken and the ID produced. If you pick up your new ID card prior to Thursday, Aug 18, hold onto your old ID to continue use of campus services until services are changed to the new cards. Once the services are changed to the new ID cards the old ID will no longer give you access to the services.

DISTRIBUTION SCHEDULE AND LOCATION:
Employees (Faculty, Staff and Administration)on or after Monday August 15,2005 in Academic Resources Study Center (next to Administrative Services in Daniels Hall, first floor)8:00 to 4:00, until August 24,2005 and thereafter in Administrative Services.

Returning students (Undergraduates, Graduates Full and Part-time)
August 17, 2005 to August 19, 2005 in Academic Resources Study Center – Daniels Hall from 8:00 to 4:00
August 20, 21, 22, 23, 24 in Upper Wedge from 8:00 to 4:00 and thereafter in Administrative Services

NOTE: On August 25 and 26, and September 6, 7, 8, and 12 Administrative Services will be open from 8:00 to 6:30.

New members of the community (first time students Term A 2005, and new employees starting in August, 2005) can come by Administrative Services during open hours to have a picture taken and ID produced.

Please address any questions or concerns to Administrative Services by phone at x5150 or via email at admserv@wpi.edu.


Software products served from Higgins Labs' servers unavailable during scheduled power outage
Posted 26 July 2005 by CCC Helpdesk
When? Sunday July 31, 2005 starting at 6:00 AM
How long? Approximately 12 hours (until 6:00 PM)
Why? Due to a scheduled power outage for the Higgins Labs building, all servers residing in Higgins Labs will be shut down for the duration of the power outage. Offline servers are unable to respond to requests for software or software licenses, so any software served from these servers will be unavilable.
Groups Affected Faculty, staff or students who use software served from affected servers
Impact Higgins Labs Servers will be offline for the duration of the power outage. No software housed on these systems will be available for use during this time. This includes:
- All PTC products (ProENGINEER, etc...)
- Unigraphics
- Tecplot
- Ansys
- Nastran
- patran
- Fluent
- Abaqus
- Thermal
- truegrid
- lsdyna
- SGI Compilers and all Sun Compilers
- home and research directories as well as compute systems housed on the Sun, SGI and Linux systems that reside in Higgins Labs will be unavailable during the outage.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
On Sunday, July 31, 2005, a planned power outage for Higgins Labs will require that all servers housed in the building be shut down for the duration of the power outage (approximately 12 hours).

Software served from these systems will not be available. Home and research directories as well as compute system housed on the Sun, SGI and Linux systems that reside in Higgins Labs will also be unavailable during the outage. The following software products will not be available during this outage:

All PTC products (ProENGINEER, etc...), Unigraphics, Tecplot, Ansys, Nastran, patran, Fluent, Abaqus, Thermal, truegrid, lsdyna, as well as SGI Compilers and all Sun Compilers.

Thank you for your understanding.


Library Catalog and Voyager System Downtime
Posted 25 July 2005 by Don Richardson
When? Thursday July 28, 2005, 10 A.M.
How long? Up to 4 Hours
Why? Endeavor Information Systems will be completing work on a new left anchored title index for the Voyager system.
Groups Affected All library catalog users.
Impact The library catalog and Voyager system are expected to be unavailable for 2 to 4 hours. While Voyager is down, library users will be unable to search the library catalog on the Web; make requests (such as ILL, Hold, Founders, or any other requests that operate through Voyager); or check individual patron records (Your Account).
Questions Contact the Library by calling x6700 or
e-mail library-questions@wpi.edu

Details
On Thursday July 28, 2005, the Library Catalog and the Voyager system will be unavailable for about 2 to 4 hours starting at around 10 A.M. Endeavor Information Systems will finish work on a new left-anchored title index that will allow library catalog users to search for and retrieve titles that begin with a leading article (e.g., A, An, The). In order to retrieve such titles now one has to drop the leading article and begin a title search with the second word. So, to search for and find the title "The Naked and the Dead" by Norman Mailer, you have to do a title search for "naked and the dead" because "the naked and the dead" won't find it. After the completion of the work on Thursday, these initial article title searches will work. You'll also be able to continue to search by dropping the initial article if that's what you're used to. We think that this change will make it easier for all users of the library catalog. If you have any questions or concerns, please send mail to library-questions@wpi.edu. Thanks.


Planned Windows & Exchange Servers Outage
Posted 25 July 2005 by CCC Helpdesk
When? Saturday, August 6, 2005 starting at 5:00 AM
How long? Approximately 24 hours
Why? In order to upgrade the server software for the Windows servers and for the Exchange servers (adminmail.wpi.edu & acadmail.wpi.edu), the servers will be taken offline. This is a planned outage and will impact all Windows services offered through the ADMIN and STUDENT domains.
Groups Affected Faculty, staff and students; All users of ADMIN and STUDENT Windows services
Impact While the Windows servers are down, there will be no access to any Windows based services. The following Windows services will be affected:
- Domain logins to ADMIN or STUDENT will be unavailable throughout the day
- Users will be unable to map network drives, including \\admin, \\student, \\argus, \\rivet, \\toaster or \\mcteer.
- Banner will not be available
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.

The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAP client).
- Outlook Web Access be unavailable.
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
CCC Windows servers will be offline for a planned outage on Saturday, August 6, 2005. The planned outage is necessary in order to upgrade the Windows and Exchange server software. The outage should last approximately 24 hours. During the outage no Windows Services or Exchange services will be available to users.

The following Windows services will be affected:

- Domain logins to ADMIN or STUDENT will be unavailable throughout the day
- Users will be unable to map network drives, including \\admin, \\student, \\argus, \\rivet, \\toaster or \\mcteer.
- Banner will not be available
- Printing via the Windows print server UNIPRINT will be unavailable
- Network Software installations and software installed via Advertised Programs, or software that relies on Windows license servers will not function.

The following Exchange services will be impacted:
- No access to Exchange e-mail via any client (Outlook, Pine, other IMAP client).
- Outlook Web Access (OWA) be unavailable.

Thank you in advance for you patience and understanding as we work to improve the IT systems and services available to the WPI community. We apologize for any inconvenience this outage may cause. Please contact the Helpdesk (call x5888 or (508) 831-5888 or email helpdesk@wpi.edu) with any questions or concerns.

Planned Network Appliance (toaster.wpi.edu) Hardware Upgrade
Posted 20 July 2005 by CCC Helpdesk
When? Sunday, July 24, 2005 starting at 9:00 AM
How long? Approximately 4 hours
Why? To upgrade the network file storage (toaster.wpi.edu) hardware
Groups Affected Faculty, staff, students, alumni, and web visitors
Impact The following services will be impacted by this outage:
- Incoming or outgoing email will be not delivered. No internal Unix mail will be delivered. (Internal Exchange email delivery will not be impacted).
- Users will be unable to connect to the UNIX mail servers (pop.wpi.edu, imap.wpi.edu, SquirrelMail)
- WPI departmental or personal web pages will be inaccessible
- Unix services will be unavailable, including:
     - shell login to Unix servers
     - VPN authentication
     - Proxy authentication
     - Unix license servers (Maple, MATLAB)
- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping (\\toaster\username).
Questions Contact the Helpdesk by calling x5888 or e-mail helpdesk@wpi.edu

Details
The network file server (toaster.wpi.edu) will need to be taken offline to perform a hardware upgrade. We are upgrading from a 2.5TB (terabyte) Network Appliance F820 Filer to a 4TB NetApp FAS270. There will eventually be a second downtime in order to move 1.8TB of disks from the F820 to the FAS270, giving us a total of 5.8TB of usable file storage space.

This upgrade will provide faster and more efficient file services for all user home directories and all user and central web space. In addition, user quotas will be increasing from the current limit of 200MB to 500MB.

The following services will be impacted by this outage:
- Incoming or outgoing email will be not delivered. No internal Unix mail will be delivered. (Internal Exchange email delivery will not be impacted).
- Users will be unable to connect to the UNIX mail servers (pop.wpi.edu, imap.wpi.edu, SquirrelMail)
- WPI departmental or personal web pages will be inaccessible
- Unix services will be unavailable, including:
     - shell login to Unix servers
     - VPN authentication
     - Proxy authentication
     - Unix license servers (Maple, MATLAB)
- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping (\\toaster\username).

Thank you in advance for you patience and understanding as we work to improve the IT systems and services available to the WPI community. We apologize for any inconvenience this outage may cause. Please contact the Helpdesk (call x5888 or (508) 831-5888 or email helpdesk@wpi.edu) with any questions or concerns.


Outage of all Banner systems; Banner-dependant systems/processes will be impacted (Thursday - 7/21/05 @ 5:00 PM)
Posted 13 July 2005 by CCC Helpdesk
When? Thursday, July 21 starting at 5 PM
How long? 5 hours
Why? All Banner systems and Banner-dependant processes will be unavailable while the database that the system relies upon is moved to a new server.
Groups Affected All users of Banner; students, faculty, staff as well as potential students
Impact Banner will be unavailable for use while the database move is being performed. There will be no access to Banner via Internet Native Banner (INB), to access forms or reports. There will also be no access to the database via systems dependant on access to Banner information, including: McTeer, Web Registration system, Web for Employees, Internet Native Banner, or self-service applications such as the CCC Account Maintenance web pages, or access by other 3rd party tools, such as Microsoft (MS) Access and MS Excel.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
The Banner database is moving to an upgraded server. During the move it is necessary to close the database for the duration of the move, so no access is possible. As soon as the move is finished access will be opened up.

Please address any questions or concerns to the Helpdesk by emailing helpdesk@wpi.edu or by calling 508.831.5888 or x5888.

Thank you for your patience and understanding as we work to improve the quality of the systems and services provided to the WPI Community.




Outage of all Banner systems; Banner-dependant systems/processes will be impacted (Friday - 7/22/05 @ 5:00 PM)
Posted 13 July 2005 by CCC Helpdesk
When? Starting Friday, July 22, 2005 at 5 PM
How long? 2 Days
Why? All Banner systems and Banner-dependant processes will be unavailable while the systems are being upgraded with the latest major release of the Banner software.
Groups Affected All users of Banner; students, faculty, staff as well as potential students
Impact Banner will be unavailable for use while the software upgrade is being performed. There will be no access to Banner via Internet Native Banner (INB), to access forms or reports. There will also be no access to the database via systems dependant on access to Banner information, including: McTeer, Web Registration system, Web for Employees, Internet Native Banner, or self-service applications such as the CCC Account Maintenance web pages or access by other 3rd party tools, such as Microsoft (MS) Access and MS Excel.

Following the upgrade, access to Banner forms will only be available through a web browser. Henceforth, there will be no access to Banner via a PC Client.

A PDF training document describing some of the visual changes included in the upgrade can be found here: SCT Banner General Fundamentals Training Workbook.

Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
A major Banner upgrade will be installed during the weekend of July 22 - 24, 2005. There will be no access to Banner systems during the upgrade, which will span the entire weekend. Systems dependant on access to Banner databases will also be impacted by this upgrade, including access to the self-service products and access from other tools such as MS Access or Excel.

This will be the latest version of the software offered by SunGard SCT, the Banner vendor, and will include several important changes.

The most noticeable change will be the elimination of the Banner PC client. Following the upgrade, Banner will only be available through a web browser. Currently, Microsoft's Internet Explorer is the recommended web browser and offers the best support options. We will evaluate other web browsers as vendor support policies change. The Banner support group will send out an additional message early next week detailing how to access the new version, and offer a chance to use a test version prior to the scheduled upgrade (7/22/05).

Removal of the Banner PC Client will be delayed so that we can continue to provide support for 3rd party tools
such as MS Access and MS Excel. We will offer an upgrade of the PC Client/desktop software at a future date.

We also anticipate being able to support the following internally developed enhancements:

1. Banner users will be able to log in with their Windows username and password, thus reducing the number of passwords we have to remember.

2. Access to the web "self service" products will also allow access by either Windows username/password or the traditional ID and PIN.

Please address any questions or concerns to the Helpdesk by emailing helpdesk@wpi.edu or by calling 508.831.5888 or x5888.

Thank you for your patience and understanding as we work to improve the quality of the systems and services provided to the WPI Community.

Repair Outage of the Network File Server/Network Appliance
Posted 15 June 2005 by CCC Helpdesk
When? Thursday, June 16, 2005 at 5:00 pm
How long? approximately 30 minutes
Why? In order to replace a failed environmental module on the network appliance, the system needs to be shut down.
Groups Affected Faculty, staff and students and web visitors
Impact The following services will be impacted by this outage:
- During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered. (Internal Exchange will not be impacted).
- No WPI departmental or personal web pages will be accessible
- No Unix services will be available, including: no login to Unix servers, no VPN authentication, no Proxy authentication.
- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping
(\\toaster\username).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
It will be necessary to conduct emergency repairs on the Network Appliance/Network File Server (aka toaster.wpi.edu) Thursday, June 16, 2005 at 5:00 pm (EST). Replacing the faulty environmental module requires that the system be shut down. The outage should last approximately 30 minutes.

The following services will be impacted by this outage:
- During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered.
(Internal Exchange email delivery will not be impacted).
- No WPI departmental or personal web pages will be accessible
- No Unix services will be available, including:
- no login to Unix servers
- no VPN authentication
- no Proxy authentication
- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping (\\toaster\username).

We apologize for any inconvenience this may cause, but these repairs are necessary to ensure the reliability of the services which depend on the Network Appliance. We thank you for your understanding

E-mail appearing to be from spoofed WPI e-mail addresses - block now in place
Posted 7 June 2005 by CCC Helpdesk
When? Messages started arriving on Friday, June 3, 2005, a block was put in place on Monday, June 6, 2005 @ 11:00 pm.
How long? Messages are currently being blocked from certain senders (see Details). No new messages should arrive from these senders.
Why? Some virus-generated email has been sent to WPI email addresses using a spoofed WPI mail addresses
(admin@wpi.edu, administrator@wpi.edu, info@wpi.edu, webmaster@wpi.edu, etc.)
Groups Affected Students, Faculty, Staff (various WPI email users)
Impact Virus-generated email messages have been delivered to WPI email addresses claiming to have originated from different @wpi.edu e-mail addresses.

Users wishing to send mail as one of the blocked senders (see details) cannot do so from an off-campus computer.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
There are a number of virus-generated e-mails that appear to be originating from @wpi.edu e-mail addresses. These messages DID NOT originate from WPI or any WPI e-mail address. The From field was spoofed to make it look like it did. These e-mails have been generated by computers infected with the W32/Mytob.bf@MM (McAfee) virus. The virus was removed from the messages prior to delivery. As of 11:00 PM on 06/06/2005, e-mail with the following FROM: addresses (@wpi.edu) is being blocked if sent from off-campus:

admin
administrator
info
it
mail
majordomo
postmaster
register
registrar
service
staff
support
webmaster

Here is some more information on the W32/Mytob.bf@MM virus:

The virus arrives in an email message as follows:

From: (Spoofed email sender)
Do not assume that the apparent sender address is an indication that the sender is infected. Additionally you may receive alert messages from a mail server saying that you are infected, which may not be the case.

Subject: (Varies, such as)

* Notice: **Last Warning**
* *DETECTED* Online User Violation
* Your Email Account is Suspended For Security Reasons
* Account Alert
* Important Notification
* *WARNING* Your Email Account Will Be Closed
* Security measures
* Email Account Suspension
* Notice of account limitation

Body: (Varies, such as)

* Once you have completed the form in the attached file , your account records will not be interrupted and will continue as normal.
* The original message has been included as an attachment.
* We regret to inform you that your account has been suspended due to the violation of our site policy, more info is attached.
* We attached some important information regarding your account.
* Please read the attached document and follow it's instructions.


Complete details about this virus can be found at McAfee's Virus Information Library:
http://vil.mcafeesecurity.com/vil/content/v_133998.htm

WPI is protecting its users by removing infected attachments before they come into our network. A second check of e-mail sent to the ADMIN and STUDENT Exchange servers provides another level of protection.

To best protect against computer viruses users should:
- maintain up-to-date virus definition files
- use virus protection software to regularly scan their PCs
- always scan files before downloading from Internet sites or before copying from portable media
- never open attachments from unknown sources
- never open attachments that you were not expecting even from known sources.

Please contact the Helpdesk if you have any questions or concerns related to this notice or to virus protection in general.

Thank you,
The CCC Helpdesk


Planned outage of primary email gateway servers (mcafee.wpi.edu and smtp.wpi.edu)
Posted 1 June 2005 by CCC Helpdesk
When? Friday, July 1, 2005, starting at 6:00 AM
How long? Approximately 2 hours
Why? In order to upgrade the email gateway's virus scanning and spam marking software, it will be necessary to take the gateway email servers off-line during the upgrade process.
Groups Affected All WPI email users; faculty, staff, students, grad-students, and mailing list members
Impact The following services will be impacted by this outage:
- No email will be delivered during this outage. This includes:
incoming email (from off-campus to WPI addresses),
outgoing email (from WPI addresses to off-campus addresses),
mail passed via the Alumni email gateway,
mail sent to Unix mailing lists,
as internal Unix mail (mail sent from WPI Unix mailboxes or other WPI Unix mailboxes).
- Internal Exchange email (email sent from WPI Exchange mailboxes to other WPI Exchange mailboxes) will continue to be delivered.
- Mail will be queued up and delivered over the course of the day once the gateway device and related mail servers are back up and running.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
There will be a planned outage of the primary email gateway servers (mcafee.wpi.edu and smtp.wpi.edu) starting at 6:00 AM on Friday, July 1, 2005. The outage will last approximately 2 hours to allow for software upgrades to be performed. Both McAfee Virus scanning software and PureMessage software will be upgraded during this outage.

The mail gateway device uses McAfee's Virus Protection software to scan incoming and outgoing email for viruses to protect WPI users as well as WPI's reputation amongst the Internet community of users. A major software upgrade will offer the latest in virus protection to WPI users and those who interact with WPI users.

PureMessage is an e-mail filtering system that is used by WPI to identify spam. An upgrade to this software will offer WPI users enhanced SPAM filtering options. For more information on PureMessage and how to make use of the work it does to help manage your own mailbox, please see:
http://www.wpi.edu/+helpdesk/Email/puremessage.html

The following services will be impacted by this outage:
- No email will be delivered during this outage. This includes:
incoming email (from off-campus to WPI addresses),
outgoing email (mail from WPI addresses to off-campus addresses),
mail passed via the Alumni email gateway,
mail sent to Unix mailing lists,
as well as internal Unix mail (mail sent from WPI Unix mailboxes or other WPI Unix mailboxes).
Internal Exchange email (email sent from WPI Exchange mailboxes to other WPI Exchange mailboxes) will continue to be delivered.
- Mail will be queued up and delivered over the course of the day once the gateway device and related mail servers are back up and running.

Thank you in advance for your patience and cooperation while we work to improve the services we provide the WPI's community of computer users.



Repair Outage of the Network File Server (toaster.wpi.edu) / Network Appliance
Posted 12 May 2005 by CCC Helpdesk
When? Today - May 12, 2005 at 5:15 PM
How long? approximately 30 minutes
Why? In order to replace a failed environmental module on the network appliance, the system needs to be shut down.
Groups Affected Faculty, staff and students and web visitors
Impact The following services will be impacted by this outage:
- During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered. (Internal Exchange will not be impacted).
- No WPI departmental or personal web pages will be accessible
- No Unix services will be available, including: no login to Unix servers, no VPN authentication, no Proxy authentication.
- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping
(\\toaster\username).
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
It will be necessary to conduct emergency repairs on the Network Appliance/Network File Server (aka toaster.wpi.edu) today at 5:15 pm (EST). Replacing the faulty environmental module requires that the system be shut down. The outage should last approximately 30 minutes.

The following services will be impacted by this outage:
- During the outage, no incoming or outgoing email will be delivered. No internal Unix mail will be delivered.
(Internal Exchange email delivery will not be impacted).

- No WPI departmental or personal web pages will be accessible

- No Unix services will be available, including:
- no login to Unix servers
- no VPN authentication
- no Proxy authentication

- There will be no access to files stored on toaster.wpi.edu via Windows drive mapping (\\toaster\username).

We apologize for any inconvenience this may cause, but these repairs are necessary to ensure the reliability of the services which depend on the Network Appliance. We thank you for your understanding.


Library Catalog Downtime
Posted 21 April 2005 by Don Richardson
When? Monday May 9, 2005
How long? All day
Why? The library's automation vendor, Endeavor Information Systems, will upgrade the Voyager system to the latest release of the software.
Groups Affected Faculty, staff, students, and all other users of the library catalog and associated resources.
Impact There will be no access to the library catalog during the upgrade. Users will not be able to check their library accounts online, nor will they be able to place Interlibrary Loan, Founders storage, Course Reserve, or any other requests that originate in the Voyager system. Books still can be charged out and returned at the Circulation Desk. The Worcester Area Union List of Serials also will be unavailable.
Questions Contact the Library by calling x6700 or
e-mail library-questions@wpi.edu

Details
On Monday May 9, 2005 the library's automation vendor, Endeavor Information Systems, will be upgrading the library's Voyager system to the latest release of the software. We expect that the system will be unavailable all day. During the upgrade the Library Catalog and associated resources will be inaccessible. This includes all user requests that operate through the Voyager system, including Interlibrary Loan, Founders Storage, Faculty Course Reserve, and Suggested Purchase, as well as Patron Information (i.e., Your Account). Links that point to the Library Catalog from other resources will not work. Other library electronic resources, such as Databases and Indexes, Electronic Journals, and Electronic Books are not affected by the upgrade and should remain available as usual. Please contact the Reference Department at ext. 6700 or by e-mail at library-questions@wpi.edu if you have any questions about access to library resources.

Mail forwarding issues Resolved
Posted 5 April 2005 by CCC Helpdesk
When? since 1:15 pm today
How long? NA
Why? From about 10:00 am until 1:15 pm today mail was not being forwarded from Unix mail directories for users who have forwarding in place.
Groups Affected All Unix mail users with forwarding in place (forwarding mail via .forward or .procmail files)
Impact A mail configuration problem caused mail forwarding to stop working for a short period earlier today. The problems have been resolved and all mail that arrived after 1:15 has been forwarded as normal. Mail delivered during the problematic time period needed to be requeued in order to be properly forwarded on to the appropriate destination.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
Problem: Mail was not being forwarded from Unix E-mail Accounts from 10:00 am to 1:15 pm today due to a mail configuration problem.

Applies To: All Unix mail users with forwarding in place (.forward and/or .procmail users). This includes Exchange users whose mail is forwarded to acadmail.wpi.edu or adminmail.wpi.edu.

Solution: The problematic configuration was removed at 1:15 pm, restoring forwarding services for affected users. Once forwarding services were restored, new mail was again being forwarded as it arrived. All new mail should be forward as expected.

Additional Information: Mail that arrived while forwarding was broken was stuck in the Unix mail directory. In order to push that mail through to its appropriate destination, the mail needed to be requeued. Mail has been requeued for all Exchange users with forwarding to adminmail.wpi.edu or acadmail.wpi.edu and users who employ Spam Control for spam filtering. This mail will arrive in one big group and the original time-stamp may be lost.

We apologize for the inconvenience this has caused. Please verify that you are now receiving your mail.

To verify that all mail has been delivered, users may check their Unix mail via https://webmail.wpi.edu. If mail forwarding is in place and mail has been properly requeued, then no messages should exist in the Inbox.

Please contact the CCC Helpdesk by calling 508.831.5888 with any questions.

Thank you.

IEEE Xplore Unavailable
Posted 25 March 2005 by Don Richardson
When? March 26, 2005
How long? All day
Why? The site will undergo a major service upgrade before the launch of IEEE Xplore Release 2.0.
Groups Affected Faculty, students, staff, and library users
Impact Links to the IEEE Xplore site at www.ieee.org/ieeexplore and to individual journals, conferences, and standards may not work.
Questions Contact the Gordon Library Reference Desk by calling x6700 or
e-mail library-questions@wpi.edu

Details
The IEEE Xplore site (http://www.ieee.org/ieeexplore) will be unavailable for approximately 8-14 hours beginning at 8 A.M. on Saturday March 26, 2005 while the site undergoes a major service upgrade before the launch of IEEE Xplore Release 2.0.

IEEE Xplore provides WPI faculty, students, and staff access to the full text of all journals, conferences, and standards published by the Institute of Electrical and Electronics Engineers and to the journals and conferences published by IEE, the Institution of Electrical Engineers. It is one of the many full text resources offered by Gordon Library.

While the site is being upgraded, links to the site and to the individual journals, conferences, and standards may not work. There are links to the main site from the library's Databases and Indexes page (http://www.wpi.edu/+library/Collections/Databases/) as well as from other library web pages. Links to specific IEEE and IEE publications exist in the Library Catalog, the library Journals List (http://www.wpi.edu/+library/Collections/Journals/), and in library databases such as Compendex, INSPEC and others. If you need to access these publications, you may want to adjust your research schedule to avoid the downtime on Saturday.

IEEE Xplore 2.0 contains many new features. Details concerning these features can be found on the IEEE Publications site at http://www.ieee.org/products/onlinepubs/news/0105_01.html

IEEE Xplore should be accessible again on Sunday March 27th. If you have any questions about IEEE Xplore, the new release, or the downtime, please e-mail library-questions@wpi.edu.


ACM Portal and Digital Library Unavailable
Posted 25 March 2005 by Don Richardson
When? Saturday, March 26, 2005
How long? About 12 hours between 8 A.M. and 8 P.M.
Why? ACM needs to do required maintenance.
Groups Affected Faculty, students, staff, library users
Impact There will be no access to the ACM portal and digital library site at www.acm.org/dl/ or to ACM journals, conferences, and other publications accessed via the site.
Questions Contact the Gordon Library Reference Desk by calling x6700 or
e-mail library-questions@wpi.edu

Details
The library received notice from the Association for Computing Machinery that the ACM Portal and Digital Library at www.acm.org/dl/ will not be available this Saturday, March 26, 2005, between the hours of 8 A.M. and 8 P.M. for required maintenance. This means that there will be no access to ACM journals, conferences, and other publications accessed via the portal and digital library. Many Gordon Library web pages, including the Databases page, Journals List and the Library Catalog, contain links to this site. ACM apologizes for any inconvenience that this causes.

If you have any questions about this, please e-mail library-questions@wpi.edu.

Thank you.


Cable Television Network Outage for entire Worcester WPI Campus (UPDATE)
Posted 3 March 2005 by CCC Helpdesk
When? March 3, 2005 starting at 9:00 PM through March 4, 2005 at 9:30 AM
How long? Approximately 12.5 hours
Why? Cable Television programming and the WPI Video Bulletin Board service will be unavailable in dorms, classrooms, and public televisions in the Campus Center, Salisbury Labs, Atwater Kent, and Fuller, due to relocation of electrical service.
Groups Affected WPI Staff, Faculty and Students on Worcester Campus.
Impact Worcester Campus Cable Television programming and the WPI Video. Bulletin Board service will be unavailable.
Questions Contact the Academic Technology Center (ATC)by calling x5220 or e-mail atc@wpi.edu

Details
Cable Television programming and the WPI Video Bulletin Board service will be unavailable in dorms, classrooms, and public televisions in the Campus Center, Salisbury Labs, Atwater Kent, and Fuller, due to relocation of electrical service. The outage will start on Thursday March 3, 2005 at 9:00 PM and last until Friday, March 4, 2005 at 9:30 AM (lasting approximately 12.5 hours).

Please contact the Academic Technology Center (ATC) with any questions or concerns regarding this outage. The ATC can be reached by calling X5220 or via email atc@wpi.edu

Thank you for your patience and understanding during this outage.

Cable Television Network Outage for entire Worcester WPI Campus
Posted 2 March 2005 by CCC Helpdesk
When? March 4, 2005 starting at 5:00 AM through 9:00 AM
How long? Approximately 4 hours
Why? Cable Television programming and the WPI Video Bulletin Board service
will be unavailable in dorms, classrooms, and public televisions in the Campus
Center, Salisbury Labs, Atwater Kent, and Fuller, due to relocation of
electrical service.
Groups Affected WPI Staff, Faculty and Students on Worcester Campus.
Impact Worcester Campus Cable Television programming and the WPI Video
Bulletin Board service will be unavailable.
Questions Contact the Academic Technology Center by calling X5220 or via email atc@wpi.edu

Details
Cable Television programming and the WPI Video Bulletin Board service will be unavailable in dorms, classrooms, and public televisions in the Campus Center, Salisbury Labs, Atwater Kent, and
Fuller, due to relocation of electrical service.
The outage will start on Friday, March 4, 2005 at 5:00 am and last
approximately 4 hours.

Please contact the Academic Technology Center(ATC) with any questions or concerns regarding this outage. The ATC can be reached by calling X5220 or via email atc@wpi.edu

Thank you for your patience and understanding during this outage.

Mail Server Repair Outage (mail1.wpi.edu)
Posted 14 February 2005 by CCC Helpdesk
When? Tuesday, February 15 at 7:00 AM
How long? Approximately 30 minutes
Why? Hardware replacement
Groups Affected All WPI email users; faculty, staff and students
Impact In order to repair WPI's primary email server (mail1.wpi.edu), the server will need to be taken offline for about 30 minutes.
* Swap out the faulty motherboard & all RAID hardware
* Upgrade the CPUs from 2.4 GHz to 3.06 GHz

During the outage, no email will be delivered. This includes mail from WPI addresses to other WPI addresses and mail coming into or going out of campus.

* Mail will be queued up and delivered over the course of the next day, once the server is back up.
* Internal Exchange email will continue to be delivered.
Questions Contact the Helpdesk by calling x5888 or
e-mail helpdesk@wpi.edu

Details
There will be a planned repair outage of the primary mail server (mail1.wpi.edu) starting at 7:00 AM on Tuesday, February 15, 2005. The outage will last approximately 30 minutes to allow for the hardware to be replaced.

* Swap out the faulty motherboard & all RAID hardware
* Upgrade the CPUs from 2.4 GHz to 3.06 GHz

Impact of the outage: