Posted 9/16/2016 10:43:43 AM
closed 9/16/2016 03:59:23 PM
All customers trying to contact the UWIT Help Desk.
Help Desk phones down
Telephony
9/16/2016 11:27:33 AM:
Updated 9/16/2016 at 11:26 a.m. The UWIT Help Desk is receiving calls on its backup phone system. IT personnel continue to try to reach the vendor that provides the call management system for the Help Desk.
IT is aware that its UWIT Help Desk phone system is down and unreachable. IT personnel are investigating. There is no estimate of when the problem will be resolved. Customers can reach the help desk by going to support.uwyo.edu and either enter a ticket yourself, or click on a representative's name for a live chat session.
Normal service was returned at 3:45pm MST. From Fonality: we had a failure of our DNS services. DNS, or Domain Name System, is what translates names (like fonality.com) to the internet�s IP addresses, which are numbers that identify each computer, phone, and other device everywhere in the world. Despite having multiple data centers, and multiple layers of redundancy within and between our hosting locations, something common to all of them - our DNS service - failed. And as a result, just about everything else went down with it, because they all depend upon DNS so they can be �found� by the various components of our system. This includes our voice carriers, our control panel, our HUD service, and even our own office communications (website, phones, HUD, and email) so it was difficult to even respond to you if you tried to reach us.
Information Technology apologizes for any inconvenience this may cause you. Please contact the Help Desk at 766-HELP (4357), option 1, or send an email to the Help Desk (userhelp@uwyo.edu) if you have any questions.