University of Alaska experienced a major incident on November 17, 2025 affecting Foxit License, lasting 23h 23m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Nov 16, 2025, 08:13 PM UTC
Foxit has erroneously notified some users of a license change and revocation of access during UAA's annual renewal cycle with the vendor. Users may need to sign into the application again to reactivate, but the product is available and there should be no disruption to the service itself. Please inform your campus's respective IT service desk if you do have any issues activating or using Foxit. You can find instructions on activation here: https://service.alaska.edu/TDClient/36/Portal/KB/ArticleDet?ID=780#Activate%20Foxit UAA's engineering team is aware and determining the scope and effect, if any, of this issue. We will make an update as new information becomes available, and at the beginning of the business day (8:00AM AKST) Monday, 11/17. Thanks so much for your time as we follow this issue!
- monitoring Nov 17, 2025, 04:51 PM UTC
Users may need to update their copy of Foxit in order to log in and reactivate it-- versions before 14.0 are outdated, and this can be performed by downloading the update from Software Center for users on UA computers, and from our software catalog for personal Windows devices (MacOS does not require an update): https://www.uaf.edu/nooktech/services/software-downloads/licensed-software/foxit/foxit.php Please inform your campus's respective IT service desk if you do have any issues activating or using Foxit. You can find instructions on activation here: https://service.alaska.edu/TDClient/36/Portal/KB/ArticleDet?ID=780#Activate%20Foxit Thank you for your time and patience as we continue to follow this issue, we will make further updates as new information becomes available, and and at the end of the business day (5:00pm AKST).
- monitoring Nov 17, 2025, 05:20 PM UTC
There appear to be further issues with the Software Center-installed version of Foxit on MacOS devices specifically, and users may not be able to reactivate even after updating. The NTS Technology Support Services team is aware and investigating! We will update this status as new information becomes available, and at one-hour intervals. Thank you for your time as we do so!
- monitoring Nov 17, 2025, 06:05 PM UTC
The licensing on MacOS computers has been resolved-- simply re-activating it by logging in with SSO should be successful. Please note that when updating the Windows version, users will first need to Uninstall the older version. If you are not an administrator on your device and are unable to do so, please contact your campus's IT service desk. Foxit 14 can be installed from the Software Center on UA devices, and you can download the installer from our Software Catalog for personal Windows devices: https://www.uaf.edu/nooktech/services/software-downloads/licensed-software/foxit/foxit.php Thank you again for your time and patience as we follow the resolution of this issue! ---------- UAA Technical Support Center Email: [email protected] Phone: (907) 786-4646 Toll-Free: (877) 633-3888 Monday - Friday 7 a.m. - 6 p.m Saturday Closed Sunday 10 a.m. - 2 p.m UAF NTS Service Desk Email: [email protected] Phone: (907) 450-8300 Toll Free: 1-800-478-8226 Weekdays: 7:30 am - 7:30 pm Weekends: 10:00 am - 6:00 pm UAS ITS Helpdesk Email: [email protected] Phone: 907-796-6400 Monday - Friday: 8:00 am - 5:00 pm Saturday - Sunday: Closed
- monitoring Nov 17, 2025, 06:51 PM UTC
The 'Foxit Clean Removal Tool' has been added to Software Center to allow non-admin users to uninstall the old version before installing Foxit 14. You may need to restart your computer in order for this to populate in your Software Center, and we do recommend restarting between the uninstallation and installation of any programs. Please contact your campus's respective IT service desk if you have any issues updating or activating Foxit. You can find instructions on activation here: https://service.alaska.edu/TDClient/36/Portal/KB/ArticleDet?ID=780#Activate%20Foxit ---------- UAA Technical Support Center Email: [email protected] Phone: (907) 786-4646 Toll-Free: (877) 633-3888 Monday - Friday 7 a.m. - 6 p.m Saturday Closed Sunday 10 a.m. - 2 p.m UAF NTS Service Desk Email: [email protected] Phone: (907) 450-8300 Toll Free: 1-800-478-8226 Weekdays: 7:30 am - 7:30 pm Weekends: 10:00 am - 6:00 pm UAS ITS Helpdesk Email: [email protected] Phone: 907-796-6400 Monday - Friday: 8:00 am - 5:00 pm Saturday - Sunday: Closed ---------- Thank you again for your time and patience as we continue to follow this issue; we will make further updates as new information becomes available, and at the end of the business day (5:00pm AKST).
- monitoring Nov 18, 2025, 01:55 AM UTC
The 'Foxit Clean Removal Tool' has been added to Software Center to allow non-admin users to uninstall the old version before installing Foxit 14. You may need to restart your computer in order for this to populate in your Software Center, and we do recommend restarting between the uninstallation and installation of any programs. Please contact your campus's respective IT service desk if you have any issues updating or activating Foxit. You can find instructions on activation here: https://service.alaska.edu/TDClient/36/Portal/KB/ArticleDet?ID=780#Activate%20Foxit ---------- UAA Technical Support Center Email: [email protected] Phone: (907) 786-4646 Toll-Free: (877) 633-3888 Monday - Friday 7 a.m. - 6 p.m Saturday Closed Sunday 10 a.m. - 2 p.m UAF NTS Service Desk Email: [email protected] Phone: (907) 450-8300 Toll Free: 1-800-478-8226 Weekdays: 7:30 am - 7:30 pm Weekends: 10:00 am - 6:00 pm UAS ITS Helpdesk Email: [email protected] Phone: 907-796-6400 Monday - Friday: 8:00 am - 5:00 pm Saturday - Sunday: Closed ---------- Thank you again for your time and patience as we continue to follow this issue; we will make further updates at the beginning of the business day (8:00am AKST).
- resolved Nov 18, 2025, 05:29 PM UTC
Issues related to the update process for Foxit appear to have been resolved. Users still need to update and re-activate their Foxit applications, and can find instructions on doing so here: https://www.uaf.edu/nooktech/news/Foxit-14-License-Renewal.php If you encounter any problems while following those instructions, please contact your campus's IT helpdesk so a technician can assist you. Thank you again for your time as we followed this disruption and resolved the offshoot incidents! ----- UAA Technical Support Center Email: [email protected] Phone: (907) 786-4646 Toll-Free: (877) 633-3888 Monday - Friday 7 a.m. - 6 p.m Saturday Closed Sunday 10 a.m. - 2 p.m UAF NTS Service Desk Email: [email protected] Phone: (907) 450-8300 Toll Free: 1-800-478-8226 Weekdays: 7:30 am - 7:30 pm Weekends: 10:00 am - 6:00 pm UAS ITS Helpdesk Email: [email protected] Phone: 907-796-6400 Monday - Friday: 8:00 am - 5:00 pm Saturday - Sunday: Closed
- postmortem Dec 03, 2025, 07:14 PM UTC
This outage was the result of the vendor implementing the incorrect license at the time of renewal. The service owners worked with the vendor to restore the correct license to users.