Washington University - IT Status

Investigating: WashU IT is investigating an issue with the audio not working for calls to the Command Center, and with the Five9 application not loading properly or not allowing technicians to log in.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Postmortem: A post-incident report is now available for this incident.
https://wustl.box.com/s/otvik8dbr3puf6q8kudmr0eu3rfjypy4

Resolved: WashU IT Engineers have received confirmation from the vendor that they've resolved the service interruption on their platform. If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident.

Identified: WashU IT is investigating an issue with the Workday application main screen intermittently loading or showing error messages. The vendor is still working to fully restore services.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Identified: WashU IT is investigating an issue with the Workday application main screen intermittently loading or showing error messages. The vendor has acknowledged a service issue on their end and they are working to restore service.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating an issue with the Workday application main screen taking a long time to load and eventually getting an error that something went wrong. Initial information indicates that the Workday vendor is experiencing a service degradation.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT Engineers have taken steps to prevent additional occurrences of the Citrix icon issue and have provided workaround steps to the Service Desk team. The Major Incident will be concluded.

We appreciate your patience during this incident.

Investigating: WashU IT is investigating reports of issues with the Citrix icon not working or not showing the correct Epic icons once opened. Technical teams have paused deployment of the current Windows version upgrade while the investigation continues.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating reports of issues with the Citrix icon not working or not showing the correct Epic icons once opened. This may be a reoccurrence of issues originally reported on 8/18.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT Engineers and the telecom providers have resolved the issue in which calls to WUPD have audio and other issues. If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident. [Uncheck components that were affected and are now recovered]

Investigating: WashU IT continues working with Motorola to investigate reports that calls to WUPD are coming in with audio issues (multiple calls at once, audio dropping immediately). By adjusting their procedures, WUPD operators are able to answer calls and redirection to alternate numbers has been discontinued. Current troubleshooting focus is on network lag and has been escalated to the telecom provider.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service. [Select components below that are relevantly affected]

Investigating: WashU IT continues working with Motorola to investigate reports that calls to WUPD are coming in with audio issues (multiple calls at once, audio dropping immediately). By adjusting their procedures, WUPD operators are able to answer calls and redirection to alternate numbers has been discontinued. Current troubleshooting focus is on network lag and Motorola is escalating to their telecom provider.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service. [Select components below that are relevantly affected]

Investigating: WashU IT continues working with Motorola to investigate reports that calls to WUPD are coming in with audio issues (multiple calls at once, audio dropping immediately).

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service. [Select components below that are relevantly affected]

Investigating: WashU IT is investigating reports that calls to WUPD are coming in with audio issues (multiple calls at once, audio dropping immediately).

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Resolved: WashU IT Engineers have confirmed that the vendor has restored service to the One.washu.edu site. If you continue to experience further issues, please contact us at 314-933-3333.

We appreciate your patience during this incident.

Identified: WashU IT is investigating an issue with the one.washu.edu website not loading for some users. The vendor has identified the root cause of their service issue and is actively working to resolve the issue.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Identified: WashU IT is investigating an issue with the one.washu.edu website not loading for some users. The vendor is experiencing a service issue and is working to restore service.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.

Investigating: WashU IT is investigating reports that some users can't load the one.washu.edu website and are receiving 504 Gateway Time-Out Errors. Some users have reported being able to get in after clearing temporary internet files and cookies.

Teams are working to resolve the issue. Please call 314-933-3333 if you have any questions. We appreciate your patience as we work to restore service.