Service Alerts

Service alerts for scheduled service maintenance and unplanned service issues are listed here.

Canvas Status

 

Current Active Service Alerts

Title                                                                          Start Date & Time               End Date & Time

Scheduled Maintenance: Jenzabar          10/12/18 – 11:00 PM              10/12/18 – 11:45 PM

Scheduled Maintenance: Chalk & Wire      9/22/18 – 5:00 AM                    9/22/18 – 7:00 AM

 

  1. Archived Service Alerts (Academic Year 2018-2019)

    Title                                                                       Start Date & Time          End Date & Time

    Genesis/Passport Outage                                       10/09/18 – 9:00am                 10/09/18 – 9:30 pm

    Scheduled Maintenance: Jenzabar Database Server Restart    10/06/18 – 7:00 AM   10/06/18 – 7:15 PM

    Scheduled Maintenance: Cognos Server Restart     10/05/18 – 6:00 PM   10/0518 – 6:05 PM

    Scheduled Maintenance: Cognos 11.0.8 Upgrade     10/05/18 – 11:00 AM   10/05/18 – 1:00 PM

    Scheduled Maintenance: Jenzabar SEM & FA     9/21/18 – 11:00 PM   9/21/18 – 11:15 PM

    Scheduled Maintenance: Jenzabar            9/14/18 – 11:00 PM                  9/14/18 – 11:45 PM

    Scheduled Maintenance: Genesis Access  9/09/18 – 10:00 AM                 9/09/18 – 1:00 PM

    Hoonuit: User Access Error via Passport    9/5/18 – 3:00 PM          9/6/18 – 8:00 AM

    Users are reporting inaccessibility to Hoonuit when clicking the quick link in Passport. As an alternative, users are encouraged to access Hoonuit via the appropriate links below using your my.polk.edu or polk.edu credentials:

    Students:  https://secure2.atomiclearning.com/sso/shibboleth/polkstudent

    Faculty/Staff: https://secure2.atomiclearning.com/sso/shibboleth/polk 

     

    Planned Service Update:        September 4, 2018 9:00 PM       September 4, 2018 9:30 PM

    Jenzabar will be installing a patch for Jenzabar Financial Aid (JFA) Live environment to assist with the DB locking. Plan is to install 2.2.7 on JFA Live tonight starting at 9pm ET with 30 minutes of downtime.

     

    Planned Maintenance – Higher Reach          August 28 – 10:00 PM          August 28 – 10:30 PM

    Higher Reach production environment will be down from 10:00 PM until 10:30 PM for scheduled maintenance.  Please log out of HiR before leaving work and advise Brenda Bracewell if there are any issues after the maintenance window is passed.

     

    Unexpected downtime – Canvas                  August 28 – 7:52 PM          August 28 – 8:13 PM

     

    Planned Service Updates: Jenzabar           August 25 – 9:00 AM         August 25 – 9:30 AM

    August 26 – 9:00 PM          August 26 – 9:30 PM

    Jenzabar will provide system updates to diminish the number of database locks on JFA which has been causing the system to be unavailable.  Saturday AM will install Patch 2.2.6.  Sunday night we will move JFA to a SQL 2016 server.

    Downtime for JFA LIVE – 30 minutes on Saturday 8/25 AM and 30 minutes Sunday 8/26 night.

  2. Archived Service Alerts (Academic Year 2017-2018)

    Title                                                                       Start Date & Time          End Date & Time

    Planned Maintenance: Jenzabar           August 17 – 12:00 AM               August 17 – 2:00 AM

    Jenzabar will be performing important maintenance on the network this Friday. During this maintenance period, access to our hosted servers should not be interrupted. If you have any issues after this window, please advise so I can submit a support call.

    Planned Maintenance: Jenzabar           August 10 – 11:00 PM               August 10 – 11:45 PM

    This is a reminder that on Friday (8/10) at 11 pm EST, there will be a scheduled maintenance window of 45 minutes.  We will be using this time to apply software and security updates to Polk’s cloud infrastructure.  During this maintenance window, the systems listed below may be inaccessible for up to 10 minutes.

    • Jenzabar Retention (STARS) -Live and Test
    • Jenzabar Financial Aid (JFA) -Live and Test
    • Higher Reach Retail
    • Higher Reach Back Office
    • Cognos (JX Reports)
    • JICS (My Passport) -Live and Test

     

    Title                                                                       Start Date & Time          End Date & Time

    JFA Patch Release                                                 August 8 – 7:00 AM               August 8 – 7:30 AM

    Live Environment Update – 2.2.5 – JFA Live environment will be down for approx a half hour from 7:00-7: 30 am.

    Maint: JICS and Retention                                       July 5 – 9:00 PM                    July 5 – 11:00 PM

    Database Server Maintenance – Jenzabar will be performing maintenance on the JICS and Retention test databases this Thursday in order to prepare for production upgrades. During this maintenance period, access to https://mypassporttest.polk.edu and https://retentiontest.polk.edu  will not be possible.

    Higher Reach Outage                                              June 8 – 12:00 AM       June 8 – 4:00 AM

    HiR will be inaccessible from Friday, June 8th at 12:00 am until Friday, June 8th at 4:00 am for firewall maintenance. We will not officially be down but the effect is the same. This will affect our test and production environments of both the back office and retail site

    Planned Maintenance: Hoonuit                               June 2 – 11:00 PM                 June 3 – 5:00 AM

    Jenzabar JICS – Student FA Portal Down                 May 23                           Unknown

    The JICS Financial Aid Portal (front facing student portal for Jenzabar) is currently down.  Students are not able to view their award or document status online.  A temporary message was posted on the site that it was not reflecting updated information.

    Higher Reach Outage                                              May 22 – 5:00 PM          May 22 – 5:15 PM

    HiR admin (back office) environment will be down for a scheduled maintenance today, 5/22/18, beginning at 5 pm. This maintenance window should last about 15 minutes. This will not affect the retail site.

    Higher Reach Outage                                              May 22 – 10:00 PM          May 22 – 10:15 PM

    HiR retail and admin environments will be down tonight, 5/22/2018, beginning at 10 pm. This maintenance window should last about 15 minutes.

    Maint: Jenzabar Firewall                                         May 22 – 10:00 PM          May 22 – 10:15 PM

    Installing updates on the Higher Reach, JICS, and Retention servers.  During this maintenance period, access to your hosted servers will not be possible.

    URL’s that will be down during this time:

    https://retention.polk.edu

    https://retentiontest.polk.edu

    https://mypassport.polk.edu

    https://mypasswporttest.polk.edu

    https://higherreach.polk.edu

     

    Canvas Maintenance: Planned Outage                 May 21 – 5:00 AM           May 21 – 5:30 AM

    Maint: Polk State Infrastructure                                    May 18 – 6:00pm    May 18th – 9:00pm

    Downtime to deploy the critical upgrade to Polk State College infrastructure device. Technology Services anticipates 3 hours for the upgrade to occur. Services such as email, PIE, Office 365, and Passport will not be affected.

    Maint.: Jenzabar Applications                                      May 14 – TBD         May 14 – TBD

    Downtime to deploy a configuration change to Higher Reach background process.  All production servers will be down for approx. 15 minutes.

    Higher Reach Outage                                              May 10 – 10:00 PM          May 10 – 10:30 PM

    If you are having a display issue please clear your cache and try again.  If you are having difficulty with the password reset email, that will be corrected during this outage.  Please try again after 10:30 PM.

    Passport: Planned Maintenance                          April 6 – 3:30 PM   April 6 – 3:45 PM

    As we prepare to go live with our new Jenzabar admission and application system, PASSPORT will be down approximately 15 minutes at 3:30 pm.  We realize that this is an inconvenience and appreciate your patience.

    Turnitin: Planned Maintenance                          March 17 – 11:00 AM   March 17 – 5:00 PM

    Maint: Passport inaccessible                                1/27/18 – 10:00 am    1/27/18 – 10:15 am

    Maint: Passport inaccessible                                1/23/18 – 11:00 pm     1/23/18 – 11:30 pm

    Unexpected: Passport inaccessible        1/17/18 – 11:30 pm     1/17/18 – 11:55 pm

    Planned: Passport inaccessible                10/20 6:00 pm               10/22 6:00 pm

    Unexpected: Passport inaccessible         8/29 – 8:25 am                8/29 – 9:35 am

    Maint.: Jenzabar Applications                   8/11/17 – 11:00pm         8/12/17 – 1:00am

     

  3. Archived Service Alerts (Academic Year 2016-2017)

    Title                                                             Start Date & Time          End Date & Time

    Maintenance: PAL                                    6/11 – 1:00 am               6/11 – 7:00 am

    Firewall Implementation                      6/18 – 12:00 am               6/18 – 1:30 am

    Unexpected: Remote Proctor NOW   6/6 – 10:30 am                6/6 – 11:50 pm

    Firewall Implementation                       5/27 – 12:30pm               5/27 – 1:30pm

    Maintenance: PAL                                      5/14 – 1:00 am               5/14 – 7:00 am

    Maintenance: PAL                                      3/12 – 1:00 am               3/12 – 7:00 am

    Maintenance: PAL                                     2/12 – 1:00 am                2/12 – 7:00 am

     

    Intermittent Connection Issues: PAL     2/9 – 9:35 am                2/10 – 3:00 pm (Monitoring)

    Description: Some users were experiencing connection issues to the PAL site.  D2L was notified.

    Update (2/9 – 11:00 a.m.): D2L adjusted settings to resolve the PAL connection issue; however, it may take up to 24 hours for some users to regain access to D2L (PAL).  Users may click refresh, clear their browsing history, flush the DNS cache, or connect to a different network to expedite a resolution for the PAL connection issue.

    Update (2/9 – 8:00 p.m.): Some users are still experiencing PAL connection issues.

    Update (2/10 – 8:00 a.m.): Some users are still experiencing PAL connection issues.  D2L has been notified.  Users may click refresh, clear their browsing history, flush the DNS cache, or connect to a different network to expedite a resolution for the PAL connection issue.

    Update (2/10 – 11:00 a.m.): Additional users are now able to access PAL.  D2L continues to investigate intermittent connection issues.

    Update (2/10 – 3:00 p.m.): The majority of users are now able to access PAL.

     

    Maintenance: Turnitin                             1/08 – 2:00am                    1/08 – 10:00am

    Maintenance: PAL                                     12/11 – 1:00 am             12/11 – 7:00 am

    Unexpected Issue: D2L (PAL) Video Player    11/18 – 9:00 am          11/23 – 2:00am

    Description: Some videos will not play within PAL. D2L has been contacted and working to resolve the issue.

    Maintenance: PAL                                       11/13 – 1:00 am          11/13 – 7:00 am

    Maint: RPN (Remote Proctor Now)      10/19 – 5:00am            10/19 – 7:00am

    Maintenance: PAL                                       10/9 – 1:00 am             10/9 – 7:00 am