(Resolved) Various services sporadically slow/non-functional due to core network issue, 12/5
Resolved: 12/5/23 14:29
Period: 12/5/23 6:00 am - 12/6/23 12:00 pm
Starting early in the morning on 12/5, UNM is experiencing network issues (timeouts and high latency) within the datacenter.
The issue manifests as slowness or intermittent functionality issues across various applications and services. Know examples of affected services include but are not limited to:
- Banner (including Loboweb)
- Horizon VDI
- MyReports (WebFocus)
Technical teams are engaged and working on the issue.
NetID.unm.edu (IdentityIQ) downtime, 12/5 5:30 PM - 8:30 PM
Period: 12/5/23 5:30 pm - 12/5/23 8:30 pm
To ensure continued support and security, NetID.unm.edu (IdentityIQ) will be unavailable Tuesday, December 5, between 5:30 PM and 8:30 PM.
During the outage window, all NetID-related activities will be suspended. Examples include but are not limited to:
- New NetID registration
- NetID password reset
- Dept/club NetID creation
- Identity searching
Users attempting to access NetID services will receive an SOS page instead.
Thank you for your patience and understanding as we work to improve our services.
UNM VPN (Global Protect) down for multiple individuals.
Period: 10/31/23 - Present
Both the application Global Protect and unmvpn.unm.edu are not working for multiples users. Web site does not load.
Data Center Migration Firewall Migration
Period: 12/1/23 - Present
IT Networks needs to migrate the Data Center firewall services off of old, soon-to-be unsupported hardware. We will need an outage window to complete the migration.
IT DNG Networks needs to migrate firewall services from PA 5050 to PA 7050. This will include SDDC and VDI. We have extended support until the end of June. DNG will not have the resources to implement until June 19th We would like a window between June 19th and End of June.
UNM Voice Service Upgrade (12/5/2023, 8:00 PM - 12:00 AM)
Period: 12/5/23 8:00 pm - 12/6/23 12:00 am
In order to fix an issue with transfers in some of the smaller phone systems servicing UNM and UNM Hospital, UNM IT will be completing work on the UNM Voice System that is likely to result in an intermittent outage of phone services. The work must be done to ensure the reliability and availability of IT services and to mitigate the risk of a lengthy unplanned service outage. We have worked with key stakeholders, including IT Officers and liaisons, to identify the best date for completing the work that will have the least impact on users.
We know there is no ideal time to perform this work, and we thank you in advance for your understanding of the need to maintain our systems and services.
- December 5th, 8 PM to 12 AM
During this time, main campus, UNM Health and Health Sciences (HHS), and Valencia users are likely to experience an intermittent outage of phone services. Voice mail may be periodically unavailable during this time for main campus, UNM Health and Health Sciences (HHS), and Valencia users. UNM Campus Police and 911 will be accessible during the scheduled maintenance at 505-277-2241 and, if required, can be reached via your mobile device. Consider downloading LoboGuardian, a free app that increases user safety by creating a virtual safety network of friends and family.
For assistance with UNM IT services, please contact UNM IT Customer Support Services at 277-5757. Hours of operation are Monday – Friday, 7:30 a.m. to 5 p.m.
Multi-factor authentication (MFA) changes.
Period: 10/26/23 3:50 pm - Present
Due to recent security threats associated with MFA authentication, UNM IT has expedited a modification to our process for providing user support for *Multi-Factor Authentication (MFA)*. If you already have a working password and *MFA* device, you can manage your MFA setting through self-service by following the step-by-step instructions in FastInfo #7969. Locate this knowledge article and more at fastinfo.unm.edu. If you require assistance with MFA, you (netID owner) must now participate in a video call with the Service Desk agent. Alternatively, you can verify your identity by coming to campus and showing a photo ID to the Service Desk staff at Building 153 (IT) between 8 a.m. and 4:30 p.m. Monday through Friday. Please expect to work with the agent on MFA changes for about 10 minutes.
New Microsoft Teams Rollout
Period: 10/16/23 - Present
Microsoft will begin rolling out "New Teams" gradually, and will eventually be available to the UNM campus community.
The current Teams application installed on most UNM systems is referred to as “Classic Teams” and will remain available during this rollout but will eventually be upgraded to “New Teams.”
Those wanting to switch and use New Teams: A “Try the new Teams” toggle switch will appear at the top of the Classic Teams application once the product has been fully rolled out by Microsoft. Enabling this switch will start the download and upgrade to New Teams.
Find more information about New Teams, its features, and how to update the Teams application please see this support document from Microsoft:
“Switch to the new Teams and experience the fastest version of Teams yet, rebuilt from the ground up. With a performance-first mindset, the new Teams is faster, simpler, and more flexible than ever before. In the new Teams, you can switch between apps, respond to chat messages, and join meetings and calls more quickly while using less battery and memory. Launch and navigate in fewer clicks, with the same layout you're used to.”
Voice over Internet Protocol (VoIP) phones not reaching extension's voicemail boxes
Period: 9/21/23 10:00 AM - Present
Some users with Voice over Internet Protocol (VoIP) phones on main campus are getting disconnected when dialing an extension with Voice Mail instead of being transferred to the called party's Voice Mail box. Engineers are aware of the issue and troubleshooting at this time. A work around would be to call the extension back from a cell phone, land line, or a UNM analog or digital phone and Voice Mail should pick up as expected.
Campus Wide Slow Download Speeds
Period: 4/5/23 - Present
Some Network users are experiencing slow download speeds. UNM IT Technicians are aware of the issue and are working on a resolution.
Confluence Service Migration
Period: 12/6/23 4:00am - 12/10/23 4:00am
IT will be moving the Confluence Wiki service to a hosted cloud environment beginning 7:00am Saturday December 9. Access to Confluence pages is expected to be slow or intermittently unavailable during the period between 7:00am to 12:00pm. The maintenance is expected to improve stability and long-term growth and improvement of Confluence.
End of Year Banner Updates - Banner Outage (12/9/2023 6AM - 2PM)
Period: 12/9/23 6:00 am - 12/9/23 12:00 pm
To stay current with vendor updates, Banner will be updated on Saturday, December 9 from 6 AM to 2 PM. During this time, Banner will be unavailable.
The list of updated modules includes:
Banner Access Management 220.127.116.11.2
Banner Account Receivable 18.104.22.168.2
Banner Accounts Receivable 8.11
Banner Common Database Upgrade 9.32
Banner Employee Self-Service 8.22.1
Banner Employee Self-Service 8.23
Banner Employee Self-Service 9.24
Banner Employee-Self Service 9.23.2
Banner Finance 8.17
Banner Finance 22.214.171.124.5
Banner General 8.16.1
Banner General 8.17
Banner General 8.17.1
Banner General 126.96.36.199.3
Banner General Admin Common 188.8.131.52.4
Banner Human Resource 8.23.1
Banner Human Resource 8.23.2
Banner Human Resource 8.24
Banner Human Resource 8.24.1
Banner Human Resource 184.108.40.206.4
Banner Position Control 8.23.1
Banner Position Control 8.24
Banner Position Control 220.127.116.11.4
Banner Student 8.28
Banner Student 18.104.22.168.3
Banner Web Tailor 8.11
UNM Data Center Network Maintenance, 10 PM to 2 AM, 12/16/23
Period: 12/16/23 10:00 pm - 12/17/23 2:00 am
To allow UNM IT Networks to perform necessary maintenance, in coordination with the Administrative Technology working groups, planned maintenance work will completed on the following date.
- Saturday, December 16, 10 p.m., through Sunday, December 17, at 2 a.m.
- UNM IT Networks will perform planned maintenance on the Data Center Network to complete critical upgrades. Completing this upgrade allows UNM IT to make improvements to enhance network performance, security, and usability of IT services.
- Depending on the nature of the work being completed, please expect the UNM IT wired and wireless networks, UNM Web Services, and other UNM IT hosted services to be unavailable or intermittently unavailable during this time.
- Network and Services provided by UNM Health and Health Sciences are NOT impacted by this outage.
- See below for a partial list of major services that are expected to be unavailable or intermittently unavailable during this time.
What does this mean for you?
- The UNM wired and wireless networks will be unavailable or intermittently unavailable for on-campus UNM users.
- Most data center services will be unavailable or intermittently unavailable. See impacted services below.
- Individuals who have access to a smartphone device with a cellular data plan will be able to access the internet and certain cloud services, such as Canvas, using their personal cellular service/device. To ensure that your device is only connecting to your cellular provider during the UNM network outage, disconnect it from WiFi during that period. Many smartphone devices with cellular service can be used as a HotSpot to connect other devices, such as a laptop, to the internet. For information on fees and settings needed to use your phone as a HotSpot please contact your cellular service provider.
- Saturday, December 16, 10 p.m., through Sunday, December 17, at 2 a.m.
- While unlikely, it is possible, that the outage could be lengthier and more impactful. Updates will be provided on IT Alerts.
Services Expected to be Unavailable (select list, not all impacted services listed):
- UNM Wireless Access
- UNM Wired Network
- UNM Websites
- UNM NetID Password Changes
- My Reports
- Lobo Marketplace
- Cascade/Web Content Management
For a more detailed list of services that are expected to be unavailable, see it.unm.edu.
We ask your help to coordinate with your IT Officer/Liaison/Staff to:
- Identify any critical (life-safety) services that must not be interrupted.
- Identify potential risks of service outages during these periods.
- Work with your faculty, staff, students, and vendors to make sure service disruptions are well communicated and mitigated, where possible.
- Leverage supplemental communication mechanisms to help us keep the campus community involved and well informed.
For assistance with UNM IT services, please contact UNM IT Customer Support Services at 505-277-5757. Hours of operation are Monday – Friday, 7:30 a.m. to 5 p.m., except during University Holidays.
On occasion, UNM IT may adjust the timing for a planned change. Please visit ITAlerts for the most current information for all upcoming changes to services.
Due to the healthcare nature of UNM Health and Health Sciences (HHS), there may be variations to services and support for HHS students, faculty, and staff. If you experience any issues regarding HHS technology services, please contact the following: During regular business hours, 8-5, Monday-Friday, contact the Health Sciences IT Service Desk at 505-272-1694. Outside of regular business hours contact the Health IT Service Desk at 505-272-3282 (2-DATA).
More frequent authentication required for LoboWeb, NetID, and TouchNet, 12/18
Period: 12/18/23 8:00 AM - 12/18/23 9:00 AM
To improve our security posture and reduce the risk of token stealing, replay attacks, and related tactics, UNM IT will begin requiring more frequent authentication for users accessing the following applications:
LoboWeb (direct deposit, benefits, tax forms only)
The change will take effect the morning of Monday, December 18, 2023.
Note that this change DOES NOT affect applications besides the three listed and it only affects the areas of Loboweb listed (not all of Loboweb). All other authentication remains unaffected.
After implementation, all users will see first and second factor authentication prompts EACH TIME they access the 3 applications in scope. The new policy will override settings like "...Stay signed in..." and "...Remember device for XXX days..."
Thank you for your patience and understanding as we work to secure your data and our services.
Incremental removal of phone calls to verify UNM accounts (MFA), 7/25/2023 - ongoing
Period: 7/12/23 10:00 AM - 12/4/23
Beginning, Tuesday, July 25, 2023, UNM IT will improve UNM account safeguards by incrementally disabling the option to verify your identity through a phone call. Verifying your identity through a phone call is the most common way that accounts are compromised.
As noted, this change will be rolled out incrementally, starting with users who will experience little/no impact (not using the voice factor at all), and concluding with those who will experience the most impact (only using the voice factor with no other MFA options). Users in both groups will be contacted directly via email regarding the change. For users that currently only use voice factor, they will be provided alternative options for verifying their identity. Assistance will be available for users if needed.
Thank you for your assistance as we work to virtually protect the pack and secure UNM accounts and information.