Service Announcements

Tuesday, 14 September 2021
Resolved: Problem affecting UCT network

The problem affecting the UCT network has been resolved. Our engineers found that an issue with the data centre firewall was the cause.

All IT systems and services have been restored and are operating normally.

Should you still experience any issues, please log a call with the IT Helpdesk using one of the following methods:

Previous message sent at 13:14

ICTS is aware of a problem affecting the UCT network. Our engineers are currently investigating.

We will provide an update as soon as we identify the cause of the issue.

Friday, 6 August 2021
Resolved: Problem affecting some ICT infrastructure

The problem that affected the performance of some ICT infrastructure components has been resolved. Our engineers applied a fix yesterday afternoon and continued to monitor the situation.

The infrastructure components are operating normally.

Previous message sent Thursday, 5 August 2021 at 11:16 a.m.

ICTS is aware of a problem affecting the performance of some ICT infrastructure components. This may cause intermittent slowness when connecting to some systems and services.

Our engineers are working to resolve the issue as quickly as possible.

Thursday, 5 August 2021
Problem affecting some ICT infrastructure

ICTS is aware of a problem affecting the performance of some ICT infrastructure components. This may cause intermittent slowness when connecting to some systems and services.

Our engineers are working to resolve the issue as quickly as possible.

Wednesday, 21 July 2021
Problem update 2: UCT VPN service

ICTS engineers successfully implemented the update last night to address the problem affecting the UCT VPN service. However, due to high demand and limited licences available for this service, some customers still experienced issues accessing the UCT VPN this morning.

Our engineers have since implemented an alternative solution, which appears to have alleviated the issue, and are currently monitoring the situation

We will send an update once we’ve confirmed the problem is resolved.

 

Previous message sent Tuesday, 20 July 2021 at 12:57 p.m.

ICTS engineers need to make an urgent update to the UCT VPN today, to address the current connectivity problem that some customers are experiencing when accessing this service.

During the change all active VPN connections will be closed. If you are working on any files and using the VPN, please save and close your work before 10:00 p.m. tonight (20th July).

Why is this problem reoccurring?

UCT has a limited number of licences available to access the UCT VPN. Once all the licences have been allocated, those trying to initiate a new connection thereafter may experience slowness, or the process may fail outright.

What to expect once the change is implemented

To better manage capacity, ICTS engineers are implementing a change that will limit VPN connections to 12-hour periods.

When you access the VPN after the change is implemented, a timer will appear on the AnyConnect client indicating how much time you have remaining on your current connection.

When you reach your time limit you will be required to re-authenticate to continue using this service.

Remember to disconnect from the VPN when access is no longer required

Once you’re done using the UCT VPN, we encourage you to please disconnect to allow your fellow colleagues to access this service too.

 

Previous message sent Monday, 19 July 2021 at 15:38

ICTS is aware of a problem affecting some customers’ access to UCT’s VPN service, which allows you to access the UCT network off campus.

If you are already connected to the service, you should not experience an issue. However, if you are trying to initiate a new connection, the process may be slow, or may fail outright.

Our engineers are currently working to resolve the problem.

Tuesday, 20 July 2021
Emergency update to UCT VPN service

ICTS engineers updated the UCT VPN on Tuesday, 20 July 2021, to address the current connectivity problem that some customers are experiencing when accessing this service.

Why is this problem reoccurring?

UCT has a limited number of licences available to access the UCT VPN. Once all the licences have been allocated, those trying to initiate a new connection thereafter may experience slowness, or the process may fail outright.

What to expect once the change is implemented

To better manage capacity, ICTS engineers have implemented a change that limits VPN connections to 12-hour periods.

When you access the VPN , a timer will appear on the AnyConnect client indicating how much time you have remaining on your current connection.

When you reach your time limit you will be required to re-authenticate to continue using this service.

Remember to disconnect from the VPN when access is no longer required

Once you’re done using the UCT VPN, we encourage you to please disconnect to allow your fellow colleagues to access this service too.

Previous message sent Monday, 19 July 2021 at 15:38

ICTS is aware of a problem affecting some customers’ access to UCT’s VPN service, which allows you to access the UCT network off campus.

If you are already connected to the service, you should not experience an issue. However, if you are trying to initiate a new connection, the process may be slow, or may fail outright.

Our engineers are currently working to resolve the problem.

Monday, 19 July 2021
Problem affecting UCT VPN service - 19 July 2021

ICTS is aware of a problem affecting some customers’ access to UCT’s VPN service, which allows you to access the UCT network off campus.

If you are already connected to the service, you should not experience an issue. However, if you are trying to initiate a new connection, the process may be slow, or may fail outright.

Our engineers are currently working to resolve the problem.

Monday, 12 July 2021
Problem affecting UCT VPN service

ICTS is aware of a problem affecting some customers’ access to UCT’s VPN service, which allows you to access the UCT network off campus.

If you are already connected to the service, you should not experience an issue. However, if you are trying to initiate a new connection, the process may be slow, or may fail outright.

Our engineers are currently working to resolve the problem.

Thursday, 8 July 2021
Please install latest Windows 10 emergency update

Microsoft has released an emergency update for Windows 10 to address the PrintNightmare zero-day vulnerability. Cybercriminals are using this vulnerability to access Windows 10 machines and run unauthorised code.

The emergency update will fix the security bug and ensure that your Windows 10 machine remains protected. It is worthwhile noting that this update may remove the outdated Microsoft Edge legacy browser, which Microsoft stopped supporting earlier this year, and not replace it with the latest available version.

What do I need to do?

  1. Connect to the UCT network:

 I’m working on campus

I’m working remotely

The update is automatically installed when you connect to the UCT network.

Please connect your UCT-owned device to the UCT VPN to allow the update to proceed.

  1. Once you’re connected, the update downloads in the background, so you can continue working.
    Note: The download speed depends on your internet connection, so it may take a significant amount of time. If you’re working remotely, we recommend that you stay connected to the VPN until the installation is complete.
    If you’re using data, follow our recommended steps
    .
  2. Once downloaded, the update is installed in the background.
  3. Your computer needs to be restarted once the installation is completed. You can either restart it immediately or schedule it for a more convenient time.

 

Regularly connect to the VPN to keep Windows updated

Windows updates are released monthly, which ICTS first tests to ensure that they don’t cause issues in our environment.

We therefore ask you to connect to the UCT VPN at least once a month to stay updated. This also keeps your UCT Windows licence active.

 

Need help?

Please contact the IT Helpdesk by logging an online call, sending an email to icts-helpdesk@uct.ac.za, or phoning (021) 650-4500.

Thursday, 1 July 2021
Resolved: Problem affecting some UCT user accounts

The problem affecting some UCT user accounts has been resolved. All affected accounts have been restored and are able to access the relevant UCT services.

Our engineers are continuing to monitor the situation.

Previous message sent Tuesday, 29 June 2021 at 14:02

ICTS engineers have put a workaround in place to address a problem that resulted in some staff and students’ accounts being temporarily disabled. Those affected were unable to access any UCT services.

We are currently in the process of restoring access to the affected accounts. Our engineers are also continuing with their investigation to determine the root cause of the problem.

Should you experience any issues accessing UCT services once your account has been restored, please log a call with the IT Helpdesk using one of the following methods.

Tuesday, 29 June 2021
Workaround in place to address problem affecting some UCT user accounts

ICTS engineers have put a workaround in place to address a problem that resulted in some staff and students’ accounts being temporarily disabled. Those affected were unable to access any UCT services.

We are currently in the process of restoring access to the affected accounts. Our engineers are also continuing with their investigation to determine the root cause of the problem.

Should you experience any issues accessing UCT services once your account has been restored, please log a call with the IT Helpdesk using one of the following methods:

Pages