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UPDATE 1200, March 31. Canvas/GrandCentral/EEE Service Degradation

Description:

The EEE team have now resolved all known issues related to the Canvas problem that began on Friday, March 23rd. The final two issues were resolved before noon today:

1. Missing course spaces from 2016 and prior.
2. Missing TA enrollments.

We know that for many of you this incident was hardly resolved when we restored access to Canvas on March 24th. The related issues caused a good deal of stress in the days that followed, and we apologize for that.

Our goal was to keep you informed of our progress while working to fix these issues. We’ll be closing all service tickets related to this incident, but if you have any ongoing, individual questions or concerns, we invite you to reopen your ticket or to reach out to us again at eee-support@uci.edu.

In the coming days and weeks, we will comprehensively review what went wrong, and devise strategies to prevent it from occurring again.

UPDATE 1700, March 29. Here’s an update on the progress the EEE Team made today on the remaining issues:

1. You should now have access to Spring 2018 courses on Canvas.
2. It is now possible to create new Canvas course spaces in GrandCentral.
3. We’ve restored the ability to add Additional Students, Observers, and sections to existing Canvas course spaces.

The following items are still to be resolved:

1. TA access to Spring 2018 courses on Canvas.
2. Access to Fall 2017 and prior Canvas course spaces (other than Spring 2017).

We recognize the inconvenience of losing your TA enrollments and are working to restore them as quickly as possible. Our next update will come when we resolve one or both of the above. In the meantime, you can check the latest status at https://eee.uci.edu/contact/

UPDATE 1700, March 28. Here’s an update on the progress the EEE Team made today on the remaining issues:

1. You can now create new Canvas sandboxes. Until it’s possible to create new Canvas course spaces, you can use these sandboxes to prepare Spring 2018 course content.
2. Canvas sandboxes created before March 18th should now be accessible to you again.
3. Last night and today, you may have lost access to Spring 2018 Canvas course spaces. Those have now been mostly restored.

Our timelines for the following items have slipped and we will be working on them tomorrow:

1. Ensuring that Canvas and MyEEE reflect enrollment changes made since Friday, 3/23.
2. Restoring the ability to create new Canvas course spaces.
3. Restoring the ability to add Additional Students, Observers, and sections to existing Canvas course spaces.

We’re doing as much as we can to fix the remaining problems. Please feel free to reply to your ServiceNow ticket if you need individual assistance. Otherwise, you’ll continue to receive daily updates from us here and can check the latest status at:

https://eee.uci.edu/contact/

Thank you for your patience,

Erik Kelly
OIT’s EEE Team

UPDATE 1700, March 27. The EEE Team have made good progress today on restoring data in Canvas. The following items were fixed today:

1. Group associations in Canvas should now be restored to their state they were in on March 22nd. We know that some instructors were unable to grade group assignments because of this and we apologize for the inconvenience.
2. You should now have access to Spring 2017 courses. This was important to many instructors who needed to copy a Canvas course from that term into Spring 2018 course spaces.

Our priorities for tomorrow are:

1. Ensuring that Canvas and MyEEE reflect enrollment changes made since last Friday.
2. Restoring the ability to create new Canvas course spaces.
3. Restoring the ability to add Additional Students, Observers, and sections to existing Canvas course spaces.
4. Restoring access to your Canvas sandboxes.

We know that these issues are very pressing for many of you, particularly as you look to prepare courses for next term, and we’re working hard to resolve them. Please feel free to reply to your ServiceNow ticket if you need individual assistance. Otherwise, you’ll continue to receive updates.

Thank you for your patience.

UPDATE 1700, March 26. The EEE Team is still working through a number of issues related to last week’s Canvas outage. Below, each issue is listed next to an estimate of when we expect to resolve it. We’ve received a high number of inquiries around this issue, so while you will continue to get updates from us, if you have individual questions or concerns please get our attention by replying to your own ticket.

• Access to Winter ’18 and Spring ’18 Canvas courses: This is resolved, as long as you had access to the course prior to last Thursday at 2PM. If you can’t access a Canvas course, it may not yet be published, the course may have been set to conclude by the instructor, or you enrolled after Thursday, 3/22.
• Access to Winter 2018 & Spring 2018 Canvas course spaces for Observers and Additional Students – Target fix: Tuesday, 3/27
• Ability to create new Canvas course spaces – Target fix: Wednesday, 3/28
• Up-to-date enrollment data processing for Spring 2018, which was last processed on Thursday, 3/22 – Target fix: Wednesday, 3/28
• Ability for instructors to access Canvas sandboxes – Target fix: Wednesday, 3/28
• Ability to add Additional Students, Observers, and sections to Canvas course spaces – Target fix: Wednesday, 3/28
• Access to Fall 2017 and prior Canvas course spaces – Target fix: early April
• Re-population of groups in Canvas course spaces – Target fix: TBD (we are working with Instructure)

Thank you for your continued patience,

Erik Kelly
OIT’s EEE Team

UPDATE 1620, March 24. The bulk of the issue that prevented login to Canvas has been corrected. We believe that your Winter 2018 and Spring 2018 courses should once again all be accessible to you. If you added a Spring course in the last 48 hours, you won’t have access to an associated Canvas course space until the early part of the coming week.

Unfortunately, at this time it is not possible for instructors to create new Canvas course spaces. We apologize for this inconvenience.

In the coming days, we will do the following:

• Restore the ability to create Canvas course spaces.
• Provide access to recently-added Spring courses
• Send a message to all Canvas-using instructors that notifies them of the exact timing of the outage, so that they are aware of the time during which it was impossible to make submissions on Canvas.
• Provide assistance to any instructors who would like to modify deadlines on Canvas assignments as an accommodation for the outage.
• Restore access to Canvas courses in prior terms.
• Investigate what went wrong more thoroughly and implement measures to prevent it from occurring again.

We apologize again for all of the stress this has caused for so many of you. We know that this impeded critical tasks like turning in assignments and grading at a very sensitive time. We’re here for you. If you require additional assistance, please reply to your ticket in ServiceNow.

UPDATE 830. We’ve now restored at least partial access to Canvas. Most users should be able to login now, but your courses may not yet all be accessible. Please attempt to login to Canvas again and see if you can access all of the expected courses. The EEE Team is doing everything that can be done to correct the remainder of the issues as quickly as possible. Thank you very much for your continued patience.

UPDATE 2000, March 23. Our admins have identified the problem and are working to resolve the issue. There is no ETA at this time, but we expect to restore service by Saturday morning. Thank you for your continued patience, and we apologize for the inconvenience.

EEE + GrandCentral, the system that feeds data to Canvas, is experiencing a disruption that prevents people from accessing Canvas. Users are reporting seeing the error “Not Authorized” when trying to login. We are currently working to resolve the issue.

Status: Resolved

Resolution:

Contact the OIT Help Desk if you have questions or further issues.

Updated on: April 2, 2018 6:54 am

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