University of Alaska Outage History

Started Feb 26, 2026, 11:37 PM UTC· resolved Feb 27, 2026, 12:34 AM UTC

1. investigating Feb 26, 2026, 11:37 PM UTC

   We have received reports that print.alaska.edu is currently experiencing issues. The NTS Technology Support Services and OIT Platforms Applications and Web Services teams are investigating, and we will be making updates at 3-hour intervals. Thank you for your patience during the resolution of this issue!

2. monitoring Feb 26, 2026, 11:49 PM UTC

   OIT PAWS has implemented a fix to the print.alaska.edu site, which is being monitored for effectiveness and stability. Thank you again for your patience during the resolution of this issue! You can expect further updates at the end of the business day (5:00PM) or as new information becomes available.

3. resolved Feb 27, 2026, 12:34 AM UTC

   The OIT PAWS team has resolved the issue with the print.alaska.edu service, and NTS TSS has confirmed the fix to be stable. Please report any continued issues with this service to your campus's IT helpdesk, and thank you again for your patience during the resolution of this issue!

Read the full incident report →

Started Feb 23, 2026, 09:40 PM UTC· resolved Feb 27, 2026, 05:52 PM UTC

1. investigating Feb 23, 2026, 09:40 PM UTC

   We have received reports that UA SSO logins are currently experiencing slowness resulting 'Connection Reset' errors. The OIT PAWS team is currently investigating with OIT Networking and IAM, and we will be making updates at 3-hour intervals. Repeated attempts to log in do have a chance of working-- this is the only known workaround at this time. Thank you for your patience during the resolution of this issue!

2. monitoring Feb 23, 2026, 11:14 PM UTC

   UA SSO services are currently up and fully operational. OIT technicians will continue to monitor the service for stability tonight. Our next update is expected tomorrow morning at 8AM. If you continue to experience any issues logging into UA services, please contact your local campus helpdesk.

3. monitoring Feb 24, 2026, 05:16 PM UTC

   SSO services appear to remain stable. OIT technicians will continue to monitor the stability of the services until 10:00AM today, at which time you can expect another update. Thank you again for your patience during the resolution of this issue!

4. investigating Feb 24, 2026, 06:53 PM UTC

   We are beginning to receive reports that slowness and intermittent connectivity to the IdP for SSO logins is recurring. OIT PAWS, IAM, and Networking have been alerted to continue investigation. Thank you for your continued patience as we work towards a full resolution; we will make further updates at 3-hour intervals and as new information becomes available.

5. investigating Feb 24, 2026, 09:56 PM UTC

   OIT PAWS, IAM, and Networking are continuing to investigate reports about slowness and intermittent connectivity to the IdP for SSO logins. Thank you for your continued patience as we work towards a full resolution; we will make further updates at 3-hour intervals and as new information becomes available.

6. investigating Feb 25, 2026, 01:07 AM UTC

   OIT IAM reports that in a similar pattern to yesterday, connectivity to the IdP for SSO logins appears to be stable again. They are continuing to investigate the cause of this intermittence alongside the Networking and PAWS teams. Thank you for your continued patience as we work towards a full resolution; our next update will be at the end of the business day today (5:00PM), followed by regular updates continuing tomorrow morning.

7. investigating Feb 25, 2026, 04:38 AM UTC

   We are continuing to monitor the stability of the IdP for SSO logins, and expect further investigation to continue tomorrow if issues reoccur. Thank you for your continued patience as we work towards a full resolution; our next update will be at the beginning of the business day (8:00AM) tomorrow.

8. investigating Feb 25, 2026, 05:18 PM UTC

   We are continuing to monitor the stability of the IdP for SSO logins, and expect investigation to continue later today if issues reoccur. Thank you for your continued patience as we work towards a full resolution! We will continue to make updates at 3-hour intervals.

9. investigating Feb 25, 2026, 11:26 PM UTC

   UA OIT is continuing to monitor the stability of the IdP for SSO logins. Thank you for your continued patience as we work towards a full resolution! We will continue to make updates at 3-hour intervals.

10. investigating Feb 26, 2026, 02:12 AM UTC

    UA OIT is continuing to monitor the stability of the IdP for SSO logins. Thank you for your continued patience as we work towards a full resolution; our next update will be at the beginning of the business day (8:00AM) tomorrow.

11. investigating Feb 26, 2026, 05:19 PM UTC

    UA OIT is continuing to monitor the stability of the IdP for SSO logins. Thank you for your continued patience as we work towards a full resolution; we will continue to make updates at 3-hour intervals.

12. monitoring Feb 26, 2026, 05:54 PM UTC

    SSO services appear to be remaining stable. OIT technicians will continue to monitor the stability of the services, and you can expect another update at the end of the business day (5:00PM) today, or as new information becomes available. Thank you for your time and patience!

13. resolved Feb 27, 2026, 05:52 PM UTC

    SSO services have remained stable following the switch to a backup load balancer by OIT PAWS, and IAM has found no other issues with SSO or IdP. Thank you for your time and patience as we followed the resolution of this incident!

Read the full incident report →

Started Feb 23, 2026, 05:34 PM UTC· resolved Feb 25, 2026, 07:20 PM UTC

1. monitoring Feb 23, 2026, 05:34 PM UTC

   Due to Fairbanks weather conditions, in-person support will be unavailable on Monday, Feb 23rd. The NTS Service Desk will remain available over phone, email and chat. https://www.uaf.edu/nooktech/get-help/

2. monitoring Feb 24, 2026, 07:40 PM UTC

   Due to Fairbanks weather conditions, the NTS Service Desk will have limited in-person support today, Feb 24th, between 8AM-5PM, with a break from 11:30AM - 12:30PM. The NTS Service Desk will remain open for phone, email and chat support during regularly scheduled hours, 7:30AM - 7:30PM. https://www.uaf.edu/nooktech/get-help/

3. resolved Feb 25, 2026, 07:20 PM UTC

   The Service Desk is back to operating at full capacity.

4. postmortem Mar 18, 2026, 06:34 PM UTC

   This disruption was the result of weather conditions in Fairbanks preventing staff from being able to safely access campus.

Read the full incident report →

Started Jan 26, 2026, 07:09 PM UTC· resolved Jan 30, 2026, 08:39 PM UTC

1. investigating Jan 26, 2026, 07:09 PM UTC

   We have received reports that various Banner components, including the Employee Profile login in UAOnline are currently experiencing issues. The OIT Enterprise Applications Services team is currently investigating, and we will be making updates at 1-hour intervals. Thank you for your patience during the resolution of this issue!

2. investigating Jan 26, 2026, 08:02 PM UTC

   We have received reports that various Banner components, including the Employee Profile login in UAOnline are currently experiencing issues. The OIT Enterprise Applications Services team is currently investigating, and we will be making updates at 1-hour intervals. Thank you for your patience during the resolution of this issue!

3. investigating Jan 26, 2026, 09:06 PM UTC

   OIT Enterprise Applications Services reports that the performance team at Ellucian (the vendor for Banner) is currently investigating this issue as Priority 1 (Critical/Highest Priority). They are monitoring their communication channels with the vendor now and have no further information at this time. Employee Profile logins through UAOnline are intermittently available, so we do recommend re-trying periodically if access is needed. Thank you for your continued patience as we work towards a resolution of this issue, we will continue to make updates at 1-hour intervals and as new information becomes available.

4. investigating Jan 26, 2026, 10:10 PM UTC

   Per the previous update, the vendor for Banner is still investigating this issue as a Priority 1 issue, but there is no new information at this time. Employee Profile logins through UAOnline are intermittently available, so we do recommend re-trying periodically if access is needed. Thank you for your continued patience while we work toward a resolution of this issue. We will continue to make updates at 1-hour intervals and as new information becomes available.

5. investigating Jan 26, 2026, 11:07 PM UTC

   The OIT Enterprise Applications Services team has conveyed that Ellucian is still working on this issue, but have no new information at this time. At this time Employee Profile logins through UAOnline are still intermittently available, so we recommend re-trying periodically if access is needed. Thank you for your continued patience while we work toward a resolution of this issue. We will continue to make updates at 1-hour intervals and as new information becomes available.

6. investigating Jan 27, 2026, 12:08 AM UTC

   User feedback collected by the OIT Enterprise Applications Services team indicates that Banner is operational, though at slow speeds for many users. Ellucian has indicated that they are still working towards a full resolution. Thank you again for your patience while we follow the evolution of the situation. We will continue to make updates at 1-hour intervals and as new information becomes available.

7. investigating Jan 27, 2026, 01:16 AM UTC

   There is no new information at this time, but repeating from the last update: Banner is currently operational, but at slow speeds for many users. Ellucian has indicated that they are still working towards a full resolution. Thank you again for your patience while we follow the evolution of the situation. We will continue to make updates at 1-hour intervals and as new information becomes available.

8. investigating Jan 27, 2026, 02:05 AM UTC

   The vendor has applied corrections to a system component, and they believe that this component has stabilized. EAS has not been able to validate this completely with stakeholders and will continue to monitor the issue. Thank you again for your patience while we follow the evolution of the situation. We will continue to make updates at 1-hour intervals and as new information becomes available.

9. investigating Jan 27, 2026, 03:14 AM UTC

   OIT EAS will continue monitoring their communication channels with the vendor, and further updates will continue starting tomorrow morning at 08:00.

10. identified Jan 27, 2026, 05:01 PM UTC

    Ellucian has identified a potential cause for the issue and corrected it, OIT EAS is reaching out to users to verify the effectiveness of this fix before accepting the cause and resolution. We will continue to make updates at 1-hour intervals, thank you for your patience as we follow the situation!

11. monitoring Jan 27, 2026, 05:48 PM UTC

    The issues with Banner's speed and the availability of the UAOnline Employee Profile login appear to be resolved; OIT EAS will be monitoring the stability of the fix throughout the day alongside the vendor. Please report any continued issues to your campus's IT helpdesk, and thank you again for your time and patience as we followed this incident! We will be making another update at the end of the business day (5:00pm) and as new information becomes available.

12. identified Jan 27, 2026, 10:24 PM UTC

    OIT EAS has identified a job that is consuming several login sessions, resulting in Banner's slowness. They are working with the vendor to stop the activity. Thank you for your patience as we follow the situation, updates will continue at one-hour intervals and as new information becomes available.

13. monitoring Jan 27, 2026, 10:38 PM UTC

    OIT EAS reports that the offending process has been terminated by the vendor, and are expecting to see normal performance. They will be monitoring the result of this fix throughout the day. We will make our next update at the end of the business day, as well as when any new information becomes available. Thank you for your continued patience and understanding!

14. monitoring Jan 28, 2026, 02:10 AM UTC

    The process that has been slowing down Banner has been killed by vendor, we are expecting to see normal performance. We are still in monitoring at this point. OIT EAS will continue monitoring their communication channels with the vendor, and further updates will continue starting tomorrow morning at 08:00.

15. monitoring Jan 28, 2026, 05:17 PM UTC

    OIT EAS is continuing to monitor the stability of the vendor's fix. We will be posting another update at the end of the business day (5:00 PM) and as more information becomes available. Thank you again for your time and patience!

16. monitoring Jan 28, 2026, 08:35 PM UTC

    OIT EAS has been made aware that Employee Self-Service Banner (UAOnline) pages are loading slowly for some users, with mixed results when switching to different web browsers, suspecting the underlying issue is with a particular Ellucian server. This has been reported to the vendor, and they are investigating. General Banner speeds are otherwise still stable and being monitored. You can expect further updates as new information becomes available, and at the end of the business day (5:00pm). Thank you so much for your time!

17. monitoring Jan 29, 2026, 02:58 AM UTC

    Per OIT EAS, the employee UAOnline page issue has been resolved by the vendor. We still have not had any new updates regarding the Banner slowness, however. Thank you for your continued patience during this incident. Updates will resume tomorrow morning at 08:00.

18. monitoring Jan 29, 2026, 05:22 PM UTC

    OIT EAS is now monitoring both Banner speeds and UAOnline Employee login reliability; please report any continued issues with these services to your campus's IT helpdesk. You can expect further updates as new information becomes available, and at the end of the business day (5:00pm). Thank you again for your time!

19. monitoring Jan 30, 2026, 02:38 AM UTC

    OIT EAS is continuing to monitor Banner speeds and UAOnline Employee login reliability. Please report any observed issues with these services to your campus's IT helpdesk. We will post further updates as new information becomes available, and we will check in again tomorrow morning at 08:00. Thank you again for your continued patience.

20. monitoring Jan 30, 2026, 05:00 PM UTC

    OIT EAS is continuing to monitor Banner speeds and UAOnline Employee login reliability. Please report any observed issues with these services to your campus's IT helpdesk. We will post further updates as new information becomes available, and at the end of the business day today (5:00pm). Thank you again for your time!

21. resolved Jan 30, 2026, 08:39 PM UTC

    OIT EAS has confirmed that Ellucian (vendor for Banner) has resolved the issue with the Banner slowness, and confirmed the fix to be stable. Please report any continued issues with this service to your campus's IT helpdesk, and thank you again for your patience during the resolution of this issue!

Read the full incident report →

Started Jan 23, 2026, 08:33 PM UTC· resolved Jan 23, 2026, 09:38 PM UTC

1. investigating Jan 23, 2026, 08:33 PM UTC

   Microsoft-based SSO logins are experiencing an issue where they will not prompt for Duo and instead ask users for a passcode or other authentication method. UAA ITS is aware and investigating. Their updates on the situation can be viewed at https://status.uaa.alaska.edu/incidents/7753sf6xmzyr, and we will be making updates to this statuspage at 1-hour intervals. Thank you for your patience during the resolution of this issue!

2. monitoring Jan 23, 2026, 09:10 PM UTC

   UAA ITS has rolled back the change that is suspected to have caused this issue, and affected users are reporting that Duo has become the default authentication method for Microsoft-based logins again. Please report any continued issues to your campus IT helpdesk, and thank you again for your time! We will continue to monitor the stability of this fix while UAA assesses how to progress with the change. Updates can be expected at end-of-day and as new information becomes available.

3. resolved Jan 23, 2026, 09:38 PM UTC

   UAA ITS reports that they will be leaving the change reverted for the time being. Since authentication methods for these logins have also reverted, access to Microsoft-based logins should be restored for all users. Please report any continued issues to your campus IT helpdesk, and thank you again for your time as we followed this incident!

Read the full incident report →

Started Jan 23, 2026, 04:30 PM UTC· resolved Jan 23, 2026, 06:40 PM UTC

1. identified Jan 23, 2026, 04:30 PM UTC

   The NTS Service Desk chat and remote support services (Bomgar) are unavailable while we troubleshoot difficulties following our upgrade to a cloud-based appliance. We expect to have the issue resolved and functionality restored during the business day, and will make updates at 3-hour intervals and as the situation develops. Thank you for your patience during the resolution of this issue!

2. resolved Jan 23, 2026, 06:40 PM UTC

   Our migration to a cloud-based appliance for chat and remote support has completed, and these services are available again using the 'Chat with NTS' button on our homepage (https://www.uaf.edu/nooktech/). Thanks so much for your time as we worked to resolve this issue!

3. postmortem Feb 04, 2026, 06:50 PM UTC

   **Title:** BeyondTrust Remote Support / Bomgar Outage**Event Occurrence:** January 23rd, 7:30 AM – 9:40 AM ‌ ## **Problem Impact Analysis** ### **Background** BeyondTrust Remote Support \(Bomgar\) provides critical functionality for Service Desk operations and Tier 2 technical support. The platform enables: * Service Desk technicians to receive and respond to chat requests * Tier 2 technicians to remotely access desktops for troubleshooting The environment had recently undergone a migration to the BeyondTrust cloud appliance. The migration was largely successful, and all features were validated in pre‑migration testing. However, Single Sign-On \(SSO\) authentication issues arose post‑cutover. Because BeyondTrust is a primary operational tool, any downtime directly impacts technician efficiency and the ability to support end users during business hours. ## **Breakdown of the Problem** At the start of business on **January 23 at 7:30 AM**, technicians reported inability to log into BeyondTrust Remote Support. Chat request intake and remote desktop access were not functioning. Service Desk personnel identified that SSO logins were failing. As a temporary workaround, local accounts were created in the appliance to restore limited access. The outage persisted until approximately **9:40 AM**, when the vendor was engaged and able to resolve the SSO issue. **Total Duration:** ~2 hours and 10 minutes**Workaround:** Temporary local accounts created for staff to continue operations until vendor fix. ‌ ‌ ## **Target State / Goal** BeyondTrust Remote Support should remain fully available during Service Desk operational hours to: * Allow continuous intake of chat-based support requests * Enable Tier 2 technicians to conduct remote troubleshooting * Ensure seamless SSO authentication tied to organizational identity systems Service should only be unavailable during planned maintenance windows with prior notification. ‌ ‌ ## **Root Cause Analysis** The outage was caused by a **misconfiguration of SSO settings** on the production cloud appliance during the migration. Although SSO settings were tested and confirmed as functional in the pre‑migration cloud instance, a miscommunication with the vendor about the final configuration steps resulted in incorrect SSO parameters being applied during the full migration. Once the vendor was contacted, they identified the configuration mismatch and corrected the SSO settings, restoring normal authentication functionality. Key contributing factors: * Miscommunication between the team and the vendor regarding final configuration requirements * Mismatch between tested settings and implemented settings at time of migration ## **Develop Countermeasures** * Implement additional verification steps with the vendor before finalizing future cloud migrations or major configuration changes. * Document SSO configuration requirements and validation procedures for BeyondTrust. * Maintain pre-created local administrative accounts for emergency access in authentication-related outages. * Ensure vendor provides final configuration snapshot prior to go‑live. ## **Implementation of Countermeasures** * Cloud appliance migration is fully complete and validated — **no further migration steps required**. * Local admin accounts retained for emergency access. ‌ ## **Follow-Up / Review** * Not applicable; follow-up actions are not required at this time due to the stability of the cloud appliance and lack of further migration steps. * Team should review and update internal documentation regarding BeyondTrust SSO configuration and vendor communication expectations.

Read the full incident report →

Started Jan 22, 2026, 04:25 AM UTC· resolved Jan 26, 2026, 05:00 PM UTC

1. investigating Jan 22, 2026, 04:25 AM UTC

   We have received reports that the wireless networks in the Skarland residence hall are experiencing intermittent functionality and frequent disconnects. The OIT Networking team has been notified for investigation, and we will made further updates as new information is available, and at the beginning of the business day (8:00AM) tomorrow. Thank you for your patience during the resolution of this issue!

2. monitoring Jan 22, 2026, 04:52 PM UTC

   The OIT Networking team implemented a fix to the Skarland Wi-Fi at approximately 1:00AM this morning, and it is currently being monitored for stability. Please report any continuing issues with connectivity in the area; we will make another update at end-of-day today (5:00pm) or if the situation changes. Thank you for your patience during the resolution of this issue!

3. monitoring Jan 23, 2026, 03:25 AM UTC

   After discussing the effectiveness of the initial fix with users experiencing Wi-Fi issues in Skarland, OIT Networking has implemented a secondary fix and will be monitoring the stability of connections following this potential solution. We encourage Skarland residents to report any continued issues as usual to the NTS service desk, and if submitting a ticket via email or support portal, please make note of the room number where the incident is occurring. We will make another update by end-of-day (5:00PM) tomorrow, or as new information becomes available. Thank you again for your time and patience!

4. resolved Jan 26, 2026, 05:00 PM UTC

   The OIT Networking team has resolved the issue with the Skarland Wi-Fi connectivity and determined the fix to be stable. Thank you again for your patience during the resolution of this issue!

5. postmortem Feb 11, 2026, 07:32 PM UTC

   Skarland Hall WiFi Outage Problem Impact Analysis Event Occurrence: 12 January 2026 17:00 # Background At UAF Campus Dorms, OIT Network Operations provides wireless and wired services via Hospitality access points installed in each dorm room. Providing an improved wireless signal and higher port density to residents in the dorms has been a priority that we have achieved with Hospitality WAP’s. # Break Down of the Problem On Jan 12, 2026 we started receiving reports of WIFI drops from students in the Skarland Hall, and the issues continued until Jan 22, 2026 when we found the root cause of the network disruptions.The initial reports involved residents not being able to remain connected to the wireless network after a period of time, ranging from 15 minutes to 45 minutes of authentication. Wired devices remained unaffected. Once we started receiving a higher number of reports with the same symptoms, and after our initial troubleshooting focused on individual cases, we moved to investigate a network-wide disruption issue, not only individual access points or users_._ # Target State / Goal WiFi service should be available to customers 24/7 except during pre-defined maintenance windows. # Root Cause Analysis It was determined that a resident on the 3rd floor had installed their own WIFI extender, causing network-wide disruption to the local Skarland Hall users. Two issues were noted, wireless interference and more severely, the device was also causing intermittent network bridging between wired and wireless networks. Once we identified the likely device to be causing the issues, we shut down the WAP to which it was connected, and the network experience was reported to return to normal. Further follow up was conducted with the user to remove the device from the network and ensure they would not reinstall the device. Upon re-enabling the in-room access point, network stability remained. # Develop Countermeasures We will continue to work closely with Res Life to inform students of acceptable use of the network. # Implementation of Countermeasures Currently, adequate countermeasures are in place. While we cannot control the behavior of users, nor the configuration of third party network equipment, network use policy allows networking to both investigate and disable interfering devices that are operated by network users. # Follow Up / Review Further action will be taken if the error reoccurs.

Read the full incident report →

Started Jan 12, 2026, 05:26 PM UTC· resolved Jan 13, 2026, 05:00 PM UTC

1. investigating Jan 12, 2026, 05:26 PM UTC

   We have received reports that the Confluence Wiki service (wiki.alaska.edu) is currently experiencing issues. The OIT PAWS team is currently investigating, and we will be making updates at 3-hour intervals. Thank you for your patience during the resolution of this issue!

2. monitoring Jan 12, 2026, 09:44 PM UTC

   The PAWS team has identified the issue and has implemented a fix. The Confluence Wiki service is functional again and being monitored for stability. Thank you for your patience during the resolution of this issue! You can expect another update at end-of-day (5:00 PM).

3. monitoring Jan 13, 2026, 02:43 AM UTC

   The OIT PAWS team is continuing to monitor the stability of the Confluence Wiki. Our next status update will be at 8:00 AM.

4. resolved Jan 13, 2026, 05:00 PM UTC

   The PAS team has resolved the issue with the Confluence Wiki, and has confirmed the fix remains stable. Thank you again for your patience during the resolution of this issue!

Read the full incident report →

Started Nov 30, 2025, 12:12 AM UTC· resolved Nov 30, 2025, 10:34 PM UTC

1. investigating Nov 30, 2025, 12:12 AM UTC

   We have received reports that users are not able to rest their security questions in ELMO. The UAS ELMO team is currently investigating, and we will be making updates at three (3) hour intervals. Thank you for your patience during the resolution of this issue!

2. identified Nov 30, 2025, 02:54 AM UTC

   We have received reports that users are not able to rest their security questions in ELMO. The UAS ELMO team is currently investigating, and we will be making updates at opening 10:00 AM AKST Sunday or as further updates become available. Thank you for your patience during the resolution of this issue!

3. identified Nov 30, 2025, 08:38 PM UTC

   We have received reports that users are not able to rest their security questions in ELMO. The UAS ELMO team is currently investigating, and we will be making updates at three (3) hour intervals or as further updates become available. Thank you for your patience during the resolution of this issue!

4. investigating Nov 30, 2025, 10:07 PM UTC

   We have received reports that users are not able to rest their security questions in ELMO. The UAS ELMO team is currently investigating, and we will be making updates at three (3) hour intervals or as further updates become available. Thank you for your patience during the resolution of this issue!

5. resolved Nov 30, 2025, 10:34 PM UTC

   The UAS ELMO team has resolved the issue with the ELMO. Users should now be able to reset their security questions as normal. Thank you again for your patience during the resolution of this issue!

6. postmortem Dec 03, 2025, 07:20 PM UTC

   This outage was the result of a software error that wasn't detected in the initial testing. The service owner was able to resolve the issue on Sunday and restore service.

Read the full incident report →

Started Nov 16, 2025, 08:13 PM UTC· resolved Nov 18, 2025, 05:29 PM UTC

1. 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!

2. 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).

3. 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!

4. 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

5. 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).

6. 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).

7. 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

8. 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.

Read the full incident report →

Started Nov 10, 2025, 09:17 PM UTC· resolved Nov 11, 2025, 12:33 AM UTC

1. identified Nov 10, 2025, 09:17 PM UTC

   The vendor for our ticketing platform, TeamDynamix (TDX), has been reporting an overall degradation of its service since early this morning. They have made a few attempts at resolving the issue, but the Work Management view for technicians remains unstable. As as result, UA teams that utilize TDX may experience interruptions when creating and viewing tickets. TDX is reporting on this matter in real-time on their status page here: https://tdx.statuspage.io/incidents/nd4jggfb41lp and we will be making updates at three-hour intervals. Thank you for your time and patience as we follow the resolution of this issue!

2. resolved Nov 11, 2025, 12:33 AM UTC

   From TDX: "We’ve resolved the issue that was causing degraded performance in TeamDynamix Work Management, and full service has now been restored. We appreciate your patience and understanding during this time. Our team is continuing to investigate the root cause and will share additional details once the post-incident review is complete. We are also actively monitoring the system to ensure everything remains stable and continues to run smoothly." You can view their status (and postmortem report when available) here: https://tdx.statuspage.io/incidents/nd4jggfb41lp Thanks so much for your time as we followed the resolution of this issue!

3. postmortem Nov 26, 2025, 07:31 PM UTC

   This disruption was the result of a vendor outage. More information can be found on their statuspage: [https://status.teamdynamix.com/incidents/nd4jggfb41lp](https://status.teamdynamix.com/incidents/nd4jggfb41lp)

Read the full incident report →

Started Nov 03, 2025, 05:00 PM UTC· resolved Nov 04, 2025, 06:52 PM UTC

1. monitoring Nov 04, 2025, 05:10 PM UTC

   CORRECTION: Current issues with Banner are not related to the OS Patch last weekend; automation tools should be fully functional! Users are reporting intermittent errors in Banner, and OIT Enterprise Applications Services is aware and communicating with the vendor about a resolution. Due to the gradual recovery since last night, we are considering this outage to be in a 'monitoring' state. We will make another update as new information becomes available, and at end-of-day today (5:00PM AKST).

2. resolved Nov 05, 2025, 05:59 PM UTC

   We apologize for the delay in reporting! OIT EAS reports that all issues with Banner have been resolved, and confirmed as much with the vendor. Thank you so much for your time and patience as we followed this resolution!

3. postmortem Nov 19, 2025, 07:25 PM UTC

   Banner Service Degradation Problem Impact Analysis Event Occurrence: November 3, 2025 3pm to 6pm # Background Banner is the university’s Enterprise Resource Planning \(ERP\) system and handles both manual and automated transactions across the spectrum of the university’s business. UAOnline is the University branded Banner self service portal. Banner and UAOnline are hosted by the vendor Ellucian also the maker of the product. Ellucian pre-schedules Operating System patches for production on the first weekend of every month. App Manager is an automation tool that facilitates the execution of frequently run reports and import related to Banner. # Break Down of the Problem At approximately 7:58am on November Service Desk staff inquired about a report of someone not being able to print a Finance related form. At that time the Banner team noticed that a significant number of jobs were pending from the previous weekend in App Manager. The Banner team put in a high priority ticket with the vendor related to App Manager not connecting correctly. The vendor reset the App Manager program and jobs that had stacked up all were attempting to execute at the same time starting around noon. Further reports of banner slowness started to come in at approximately 3pm. # Target State / Goal The Banner and UAOnline services should be available 24 hours a day 7 days a week with the exception of scheduled and planned down time. The system should always be responsive. # Root Cause Analysis In discussion with the vendor, when the Production OS patching was being applied, the responsible technician had failed to follow the defined standard operating procedure after the patches were applied, which caused the jobs to stack up. When the application manager job started to run, they were consuming a large number of resources in the database, preventing common use of the banner application. # Develop Countermeasures * _Follow up with the vendor to report the issue and correct behavior on the team completing the work._ # Implementation of Countermeasures November 11, 2025 - Follow up with vendors to share expectations of improving this process for those completing the work. # Follow Up / Review November 12, 2025 - Vendor was asked to follow up on their staff following the SOP for this routine maintenance.

Read the full incident report →

Started Oct 29, 2025, 04:48 PM UTC· resolved Oct 30, 2025, 12:15 AM UTC

1. investigating Oct 29, 2025, 04:48 PM UTC

   We have received reports that the technician login for Touchnet is currently experiencing issues. We are uncertain as to whether or not this is related to the ongoing Microsoft outage, and UA Financial Systems is reaching out to the vendor for clarification. We will be reporting updates on this outage at 30-minute intervals. Thank you for your patience during the resolution of this issue!

2. identified Oct 29, 2025, 05:16 PM UTC

   Touchnet has confirmed that their outage is directly related to Azure's ongoing large-scale issues, and we will be reporting on both within the same posting-- you can view that status here: https://status.alaska.edu/incidents/fgv76pmjw38q

3. resolved Oct 30, 2025, 12:15 AM UTC

   Touchnet is accessible at this time for both users and technicians. The root Azure outage is still ongoing, and you can view our reporting on the status of that incident here: https://manage.statuspage.io/pages/ld2hkxw36y26/incidents/fgv76pmjw38q Thank you for your time and patience as we follow the resolution of these issues!

4. postmortem Nov 05, 2025, 09:07 PM UTC

   This disruption was the result of a major outage with Microsoft Cloud Services. More information on the scope of the outage can be found here: [https://azure.status.microsoft/en-us/status/history/](https://azure.status.microsoft/en-us/status/history/)

Read the full incident report →

Started Oct 29, 2025, 04:42 PM UTC· resolved Oct 30, 2025, 12:30 AM UTC

1. investigating Oct 29, 2025, 04:42 PM UTC

   Microsoft is reporting large-scale DNS issues that appear to be affecting the availability and stability of a number of Microsoft-hosted services. This is a vendor-side issue and we are monitoring their public status for updates. Their reporting on the matter can be viewed here: https://azure.status.microsoft/en-us/status and we will be making updates at 30-minute intervals. Thank you so much for your time and patience during the resolution of this issue.

2. identified Oct 29, 2025, 05:23 PM UTC

   From Microsoft: "Starting at approximately 16:00 UTC, we began experiencing Azure Front Door (AFD) issues resulting in a loss of availability of some services. We suspect that an inadvertent configuration change as the trigger event for this issue. We are taking two concurrent actions where we are blocking all changes to the AFD services and at the same time rolling back to our last known good state. We have failed the portal away from AFD to mitigate the portal access issues. Customers should be able to access the Azure management portal directly. We do not have an ETA for when the rollback will be completed, but we will update this communication within 30 minutes or when we have an update. This message was last updated at 17:18 UTC on 29 October 2025" At this time, Azure management itself can be accessed, but the many hosted services are still affected. We will continue to make updates on this incident as new information becomes available, and at 30-minute intervals. Thank you for your time as we do so!

3. identified Oct 29, 2025, 05:55 PM UTC

   There has been no new information provided by Microsoft at this time. You can view their realtime status reporting here: https://azure.status.microsoft/en-us/status Thank you again for your patience as we continue to monitor this incident. We will continue to make updates as new information becomes available, and at 30-minute intervals.

4. identified Oct 29, 2025, 06:28 PM UTC

   From Microsoft: "Starting at approximately 16:00 UTC, customers and Microsoft services leveraging Azure Front Door (AFD) may have experienced latencies, timeouts, and errors. We have confirmed that an inadvertent configuration change was the trigger event for this issue. Current status: We have initiated the deployment of our last known good configuration, which is expected to complete within 30 minutes. As this deployment progresses, customers should begin to see initial signs of recovery. Once completed, we will begin recovering nodes and routing traffic through these healthy nodes. Customer configuration changes will remain temporarily blocked while we continue mitigation efforts. We will notify customers once this block has been lifted. Some customers may also have experienced issues accessing the Azure management portal. We have failed the portal away from AFD to mitigate these access issues. Customers should now be able to access the Azure portal directly, and while most portal extensions are functioning as expected, a small number of endpoints (e.g., Marketplace) may still experience intermittent loading problems. We do not yet have an ETA for full mitigation, but we will provide another update within 30 minutes, once the deployment has completed. Customers may also consider implementing failover strategies using Azure Traffic Manager to redirect traffic from Azure Front Door to their origin servers as an interim measure. This message was last updated at 18:24 UTC on 29 October 2025" At this time, Azure management itself can be accessed, but the many hosted services are still affected. We will continue to make updates on this incident as new information becomes available, and at 30-minute intervals. Thank you for your time as we do so!

5. identified Oct 29, 2025, 07:14 PM UTC

   As of 11:11am, there is no new update from Microsoft's status page. However, NextGen appears to have restored service to Dynamic Forms, and you should now be able to login to alaska.edu/nextgen like normal. You can view Microsoft's real-time status reporting here: https://azure.status.microsoft/en-us/status Thank you again for your patience as we continue to monitor this incident. We will continue to make updates as new information becomes available, and at 30-minute intervals.

6. identified Oct 29, 2025, 07:49 PM UTC

   As of 11:47am, Microsoft has stated they ". . . anticipate full mitigation within the next four hours as we continue to recover nodes. This means we expect recovery to happen by 23:20 UTC on 29 October 2025. We will provide another update on our progress within two hours, or sooner if warranted." Full Microsoft status page can be found here: https://azure.status.microsoft/en-us/status Thank you again for your patience as we continue to monitor this incident. Our next update will follow Microsoft's planned update in two hours.

7. monitoring Oct 29, 2025, 09:48 PM UTC

   As of 1:46pm, Microsoft has stated they ". . . are currently recovering nodes and re-routing traffic through healthy nodes. As recovery progresses, some requests may still land on unhealthy nodes, resulting in intermittent failures or reduced availability until more nodes are fully restored. This recovery effort involves reloading configurations and rebalancing traffic across a large volume of nodes to restore full operational scale. The process is gradual by design, ensuring stability and preventing overload as dependent services recover. We expect continued improvement across affected regions. This means we expect recovery to happen by 23:20 UTC on 29 October 2025" Full Microsoft status page can be found here: https://azure.status.microsoft/en-us/status Thank you again for your patience as we continue to monitor this incident. Our next update will follow Microsoft's planned update in two hours.

8. resolved Oct 30, 2025, 12:30 AM UTC

   Microsoft reports that they've reverted their configuration to its 'last known good' state, and are observing while dependent services recover. UA services that were reported as affected by this outage (NextGen and Touchnet) are functional, and as a result, we will be ending our reporting on the matter. Further updates directly from Microsoft can be viewed on their statuspage at https://azure.status.microsoft/ Thank you for your time as we followed the resolution of this incident!

9. postmortem Nov 05, 2025, 09:07 PM UTC

   This disruption was the result of a major outage with Microsoft Cloud Services. More information on the scope of the outage can be found here: [https://azure.status.microsoft/en-us/status/history/](https://azure.status.microsoft/en-us/status/history/)

Read the full incident report →

Started Oct 29, 2025, 04:34 PM UTC· resolved Oct 29, 2025, 06:19 PM UTC

1. investigating Oct 29, 2025, 04:34 PM UTC

   We have received reports that Nextgen is currently experiencing a complete outage. It appears to be a vendor issue-- the OIT PAWS team is monitoring status updates from the vendor, and we will be making updates at 30-minute intervals. Thank you for your patience during the resolution of this issue!

2. identified Oct 29, 2025, 04:57 PM UTC

   NextGen has confirmed that the DynamicForms outage is directly related to Azure's ongoing large-scale issues, and we will be reporting on both within the same posting-- you can view that status here: https://status.alaska.edu/incidents/fgv76pmjw38q

3. resolved Oct 29, 2025, 06:19 PM UTC

   NextGen appears to have put a workaround in place, and their service is operational. You can access your NextGen dashboard at alaska.edu/nextgen The root Azure outage is still ongoing, and you can view our reporting on the status of that incident here: https://manage.statuspage.io/pages/ld2hkxw36y26/incidents/fgv76pmjw38q Thank you for your time and patience as we follow the resolution of these issues!

4. postmortem Nov 05, 2025, 08:00 PM UTC

   This disruption was the result of a major outage with Microsoft Cloud Services. More information on the scope of the outage can be found here: [https://azure.status.microsoft/en-us/status/history/](https://azure.status.microsoft/en-us/status/history/)

Read the full incident report →

Started Oct 24, 2025, 11:49 PM UTC· resolved Oct 25, 2025, 12:04 AM UTC

1. investigating Oct 24, 2025, 11:49 PM UTC

   We have received reports that pages in Banner requiring job submissions are experiencing issues. The OIT Enterprise Applications Services team is currently investigating, and we will be making updates at 1-hour intervals. Thank you for your patience during the resolution of this issue!

2. resolved Oct 25, 2025, 12:04 AM UTC

   The OIT Enterprise Applications Services team reports that this issue has been resolved. Thanks so much for your time as we followed this outage, and have a wonderful weekend!

3. postmortem Oct 31, 2025, 08:27 PM UTC

   Banner Job Submission Outage Problem Impact Analysis Event Occurrence: October 24, 3:14pm to 4:04pm # Background The Banner Job Submission service is a process that queues applications to be run as end users request their executions, or from a scheduling service. This is an integral part of Banner and has a dedicated server to run this component of Banner. The process that runs named gurjobs and when the process isn’t running errors are received for certain activities in the administrative interface. # Break Down of the Problem On October 24 at 3:14PM we received our first notification over email that a system error was occurring. OIT Technician responded by investigating the state of the job submission system which appeared to be working as expected. A high priority ticket was created with the vendor to review the status of the component at 3:30PM. The case was directed to the correct team with the vendor for remediation. # Target State / Goal The Job Submission service should be available during all times that Banner is expecting to be running with the exception of scheduled maintenance windows. ‌ # Root Cause Analysis UA technicians reviewed screen shots of the screen and reviewed current processes running on the system. The screenshots indicated that the job submission process was working, but the system response indicated that it wasn’t working correctly. The host vendor Ellucian was engaged to restart the services. ‌ # Develop Countermeasures The vendor will be asked to improve monitoring of this critical process. # Implementation of Countermeasures October 31, 2025 - Place request in to determine a better way of monitoring this process. # Follow Up / Review December 1, 2025 - Verify that action was taken to improve the monitoring process from the vendor.

Read the full incident report →

Started Oct 20, 2025, 03:46 PM UTC· resolved Oct 21, 2025, 03:48 PM UTC

1. investigating Oct 20, 2025, 03:46 PM UTC

   We have received reports that Blackboard is currently experiencing issues; the issue has been recognized by the vendor as related to a current Amazon Web Services (AWS) outage. You can view the vendor's reporting on this issue at https://status.blackboard.com/ and we will be making updates at 1-hour intervals. Thank you for your patience during the resolution of this issue!

2. investigating Oct 20, 2025, 03:58 PM UTC

   Instructure Canvas appears to also be affected by this outage and the UAF instance is fully unavailable at this time. Thank you again for your patience as we monitor the extent of services affected by this outage.

3. investigating Oct 20, 2025, 04:23 PM UTC

   Qualtrics and Digication are also affected by the AWS outage. Digication has published a status update here: https://support.digication.com/hc/en-us/articles/42322436155291-Intermittent-Errors-reported-October-20-2025

4. identified Oct 20, 2025, 04:58 PM UTC

   AWS states that it has mitigated the main problem, and many services are recovering-- the services listed here still appear to be in a unavailable and degraded states. We will continue reporting until a full resolution has been reached. You can expect another update in one hour; thanks so much for your time!

5. identified Oct 20, 2025, 05:47 PM UTC

   There is no new information available at this time-- thank you for your patience as we continue to monitor the situation. You can expect further updates at 1-hour intervals.

6. identified Oct 20, 2025, 06:44 PM UTC

   AWS is continuing to work on the problem, and per their status page appears to slowly be restoring function to different services. Their status page can be viewed here: https://health.aws.amazon.com/health/status Thank you for your continued patience.

7. identified Oct 20, 2025, 07:47 PM UTC

   AWS is continuing to work on the problem, and per their status page appears to slowly be restoring function to different services. Their status page can be viewed here: https://health.aws.amazon.com/health/status Thank you for your continued patience.

8. monitoring Oct 20, 2025, 08:27 PM UTC

   Services for Blackboard (classes.alaska.edu) appear to be restored, but remain potentially unstable-- OIT PAWS and Networking are currently undoing the redirect that takes users to this statuspage when accessing Blackboard, so it should be accessible again shortly. Canvas and other mentioned services are still unavailable at this time. Thank you for your patience and understanding as we continue to monitor the resolution of this issue!

9. monitoring Oct 20, 2025, 09:48 PM UTC

   Services for Blackboard (classes.alaska.edu) have been restored, but remain potentially unstable-- OIT PAWS and Networking have removed the Status Page redirect on Blackboard, so it should be accessible again. Canvas and other mentioned services are still unavailable at this time. Thank you for your patience and understanding as we continue to monitor the resolution of this issue!

10. monitoring Oct 20, 2025, 10:48 PM UTC

    UA's Canvas instance is now available and operational, resolving the major component issues we have been tracking here. Blackboard is still monitoring the stability of their fixes, and their current status can be found here: https://status.blackboard.com/ We are maintaining a 'monitoring' status until they report all-green. Thank you for your time as we followed the resolution of this issue; in its monitoring state, you can expect updates at three-hour intervals, or when new information is received.

11. monitoring Oct 21, 2025, 01:44 AM UTC

    There have been no updates to Blackboard's status, but Canvas has remained stable and reachable. Blackboard is still monitoring the stability of their fixes, and their current status can be found here: https://status.blackboard.com/ We are maintaining a 'monitoring' status until they report all-green. Thank you for your time as we follow the resolution of this issue! We will continue reporting tomorrow morning at the start of the business day (8:00am).

12. resolved Oct 21, 2025, 03:48 PM UTC

    Blackboard has resolved their outage related to issues with AWS, and the other services we've mention also appear to have recovered. You can view Blackboard's reporting on their outage here: https://status.blackboard.com/incidents/g8bt1pvmtmh9 Thank you for your time and patience as we followed the resolution of this issue!

Read the full incident report →

Started Oct 11, 2025, 02:16 AM UTC· resolved Oct 11, 2025, 06:03 PM UTC

1. investigating Oct 11, 2025, 02:16 AM UTC

   We have received reports that Pharos Printing is currently experiencing issues. Our Technology Support Services team is currently investigating. Please expect an update at 7:30 PM Thank you for your patience during the resolution of this issue!

2. investigating Oct 11, 2025, 03:37 AM UTC

   The Technology Support Services team is continuing to investigate the issue. Thank you for your patience during the resolution of this issue. You can expect updates tomorrow at 10:00 AM.

3. resolved Oct 11, 2025, 06:03 PM UTC

   The Technology Support Services team has resolved the issue with the Pharos Student Printing service. Thank you again for your patience during the resolution of this issue!

4. postmortem Oct 22, 2025, 06:32 PM UTC

   Pharos MobilePrint Outage Problem Impact Analysis Event Occurrence: 10/10/25 # Background Pharos MobilePrint is the service that allows students to securely upload print jobs to a cloud portal and release those print jobs at 12 printing locations across UAF Campus. When the Mobile Print module of Pharos is not working, no users can upload print jobs to the cloud portal \([print.alaska.edu](http://print.alaska.edu)\). # Break Down of the Problem TSS was notified of the outage late afternoon 4:30pm 10/10 via an incident that came through our ticketing system. A user had reported that they were unable to upload print jobs to [print.alaska.edu](http://print.alaska.edu). TSS was also aware that a temporary site license was applied to the pharos servers during a transition time between software contract renewals. TSS was unaware that 1 of the 2 temporary licenses for pharos, the mobileprint license, had not applied and the service was not licensed to use MobilePrint anymore. # Target State / Goal Expected service state for Pharos printing is 99.9% uptime 365 days/yr except for defined maintenance windows to complete routine maintenance. Pharos systems managed under the Technology Support Services team have not yet reached this level of service delivery but are working towards it. During times of licensing lapse, customers should expect the service to not be available. # Root Cause Analysis TSS manager worked with original TSS technician on initial troubleshooting. Manager immediately contacted vendor for technical support 10/10 5:30pm. Vendor reached back out to notify that technical support would be available the following morning. After restarting the pharos services and the physical server several times, it was identified that the issue was not with the temporary license or any of the running services, but corruption within the mobile print module itself. After taking a backup of the mobileprint directory locally on the server, the mobileprint module was uninstalled and then reinstalled on the server. After reconfiguring the mobileprint module, service was restored. Test prints and pings were sent to affected printers to make sure they were operable. # Develop Countermeasures Reasonable countermeasures would be setting up maintenance windows and appointments. It would be useful to have team member monitoring and maintaining the server. Patching regularly, ensuring that components are in a healthy state, restarting services that have had a long uptime. # Implementation of Countermeasures The best time to implement this maintenance window for Pharos printers would be Monday evening from 7:00-10:00pm to allow for sufficient time for testing and validation without impacting peak usage times. # Follow Up / Review Review progress on maintenance schedule in 6 months \(April 15th\)

Read the full incident report →

Started Oct 02, 2025, 07:56 PM UTC· resolved Oct 03, 2025, 08:52 PM UTC

1. investigating Oct 02, 2025, 07:56 PM UTC

   The UA Network Storage service is currently experiencing issues. Users of the uastora storage server are impacted. The OIT PAWS team is currently investigating. Thank you for you patience during the resolution of this issue. Please expect an update by 3PM.

2. investigating Oct 02, 2025, 11:11 PM UTC

   OIT PAWS is continuing to investigate this issue alongside their storage system vendor, NetApp. We will continue to report any updates to the situation, as well as make a scheduled status update at 6:00pm. Thank you again for your patience as we work towards a full resolution!

3. monitoring Oct 03, 2025, 01:56 AM UTC

   Permissions and access to ustora have been restored. The OIT PAWS team will continue monitoring and troubleshooting until everything is confirmed resolved. Thank you for your patience, and have a good night!

4. monitoring Oct 03, 2025, 03:59 PM UTC

   The temporary fix for uastora access is still in place, and the OIT PAWS team is continuing to monitor the stability of this fix while working towards a full resolution. We will make updates as new information becomes available, as well as at end-of-day (5pm) today. Thank you for your time and understanding!

5. resolved Oct 03, 2025, 08:52 PM UTC

   The OIT PAWS team has resolved the issue with the permissions and access to the uastora network file share. Thank you again for your patience during the resolution of this issue!

Read the full incident report →

Started Oct 02, 2025, 07:42 PM UTC· resolved Oct 03, 2025, 04:41 PM UTC

1. investigating Oct 02, 2025, 07:42 PM UTC

   We are currently investigating reports of major disruptions with the UA network. Thank you for your patience as our networking technicians troubleshoot. Our next scheduled update will be at 12:10PM.

2. monitoring Oct 02, 2025, 08:12 PM UTC

   Our networking technicians have implemented a workaround to restore internet access to UA. We'll continuing monitoring the situation and report here when the outage is fully resolved. Thank you for your patience.

3. monitoring Oct 03, 2025, 06:24 AM UTC

   ACS has resolved the circuit issue and the OIT Data and Communications team have reverted the workaround. We'll continue monitoring network service overnight for stability. Have a good night!

4. monitoring Oct 03, 2025, 04:25 PM UTC

   The UA Network has remained stable following OIT Networking's reversion of their workaround; they will be continuing to monitor the stability through the morning and encourage reporting any network issues as you normally would. Thanks so much for your time!

5. resolved Oct 03, 2025, 04:41 PM UTC

   OIT Networking is content with the current status of the UA Network and we are happy to report that the outage is now considered closed. Please report any issues with campus internet or the UA VPN to your campus's IT helpdesk, and thank you again for your time and patience during the resolution of this issue!

6. postmortem Oct 08, 2025, 06:33 PM UTC

   This disruption was the result of an outage with our vendor, ACS.

Read the full incident report →

Started Sep 26, 2025, 03:13 AM UTC· resolved Sep 26, 2025, 03:28 AM UTC

1. investigating Sep 26, 2025, 03:13 AM UTC

   The webpage for portal.office.com is currently down. This appears to be an issue on Microsoft's end, and you can check for updates at their status page: https://status.cloud.microsoft/ At this time, Microsoft 365 products still seem to work if you have downloaded them to your device. If you're trying to use an Microsoft 365 product online, while portal.office.com is down, you should still be able to get to them by going to office.com instead and signing in with your University email address. We will post an update tomorrow at 7:30am.

2. resolved Sep 26, 2025, 03:28 AM UTC

   Portal.office.com appears to be functioning again, thank you for your patience.

3. postmortem Oct 01, 2025, 06:35 PM UTC

   This outage was a result of disruptions from our vendor, Microsoft.

Read the full incident report →