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Up-to-Date System Information:
Help Desk phones down
posted 9/16/2016 10:43:43 AM
closed 9/16/2016 03:59:23 PM
Who is affected? |
All customers trying to contact the UWIT Help Desk. |
Problem: |
Help Desk phones down |
Systems Involved: |
Telephony |
Details: |
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. |
Updates: |
9/16/2016 11:27:33 AM: |
Problem Resolution: |
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 your departmental consultant, call 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.
Priority Levels:
High -- (affects a majority of campus and/or applications used by a majority of campus) – updated hourly
Medium -- (affects a substantial portion of campus and/or applications used by them) – Updated every 2 hours
Low -- (affects or minimal portion of campus and/or has minimal impact on applications used on campus) – Updated every 4 hours
None -- (minimal to no urgency associated with resolving the incident/event) – Will update when resolved.
