Filter By Components

February 2017

Ask.mq.edu.au Degraded Perfomance
Ask.mq.edu.au has been monitored and no major issues have been reported during this period. The ongoing performance issues have been escalated to the 3rd party Vendors to find a permanent solution. OneHelp Reference Number: INC0035765 Services Affected: ask.mq.edu.au
Feb 3, 15:28 - Feb 9, 17:13 AEDT
MQ Webpages currently Intermittent.
Access to MQ Student & Staff Homepage is fully restored. OneHelp Reference Number: INC0036101 Services Affected: MQ Webpages Impact: Staff/Students/public Thank you for your patience during this service disruption. The issue is now resolved. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Feb 9, 16:03-16:36 AEDT
[Scheduled] iLearn maintenance - 8pm Friday 3 February - 5pm Saturday 4 February
The scheduled maintenance has been completed.
Feb 3, 20:00 - Feb 4, 10:48 AEDT
OneID password change portal partial outage
Access to https://passwordchange.mq.edu.au is fully restored. OneHelp Reference Number: INC0035744 Services Affected: Staff OneID password change portal Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Feb 3, 12:38-13:31 AEDT
Telstra Service Partial Outage
Telstra Mobile, Landline and Data services have been restored - Official message from Telstra's Service Status page http://servicestatus.telstra.com/ "Fire at Chatswood Exchange Following today's fire at the Chatswood Exchange in Sydney, all services, including SMS, have been restored and will return progressively. We apologise to customers whose services were impacted. " If you want more information that relates to your local area, please check the Telstra Status website: http://servicestatus.telstra.com/ OneHelp Reference Number: INC0035684 Services Affected: Telstra Mobile and Landlines Impact: Staff and Public
Feb 2, 14:50 - Feb 3, 08:23 AEDT
iTeach intermittent access
This incident has been resolved.
Feb 1, 09:06 - Feb 2, 11:11 AEDT

January 2017

Ask.mq.edu.au Degraded Perfomance
Access to ask.mq.edu.au has been restored. OneHelp Reference Number: INC0035274 Services Affected: ask.mq.edu.au Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Jan 25, 12:17-15:12 AEDT
[Scheduled] Echo360 maintenance - 19th January from 10:30pm to 11:00pm AEDT
The scheduled maintenance has been completed.
Jan 19, 22:30-23:00 AEDT
Read-only for OneDrive and SharePoint
Full Read/Write access to OneDrive and SharePoint is fully restored and all services are operational. Resolution Description: Microsoft implemented a configuration change and reconnected the service back to the primary infrastructure to restore service. OneHelp Reference Number: INC0034912 Services Affected: OneDrive and SharePoint Impact: Staff and Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Jan 18, 11:15-15:47 AEDT
iLearn unavailable
Access to iLearn is fully restored and all services are operational. OneHelp Reference Number: INC0034829 Services Affected: iLearn Impact: Staff and Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Jan 17, 18:04-21:08 AEDT
[Scheduled] Turnitin maintenance - 2am-10am Sunday 8 January
The scheduled maintenance has been completed.
Jan 8, 02:00-10:00 AEDT

December 2016

[Scheduled] IT maintenance window 6am - 12pm Sunday 18 December 2016.
The scheduled maintenance has been completed.
Dec 18, 06:00-12:00 AEDT
Truth is Currently Unavailable
Truth access was restored previously and Root Cause has now been identified. We apologize for any inconvenience caused. OneHelp Reference Number: INC0033450 Services Affected: Truth Impact: All
Dec 13, 09:59-13:10 AEDT
Turnitin intermittent access
This incident has been resolved.
Dec 13, 11:38-11:58 AEDT
[Scheduled] Truth maintenance window 5 - 7pm 12 December 2016
The scheduled maintenance has been completed.
Dec 12, 19:00-19:00 AEDT
[Scheduled] Staff OneID password change 5 - 12 December 2016
The scheduled maintenance has been completed.
Dec 5, 09:00 - Dec 12, 17:00 AEDT
[Scheduled] Network maintenance 6am-8am Sunday 4 December
The scheduled maintenance has been completed.
Dec 4, 06:00-08:00 AEDT
[Scheduled] Turnitin maintenance - 2am-6am Saturday 3 December
The scheduled maintenance has been completed.
Dec 3, 02:00-06:00 AEDT
[Scheduled] Truth maintenance - 5pm-6pm Friday 2 December
The scheduled maintenance has been completed.
Dec 2, 17:00-18:00 AEDT

November 2016

OneID Federated Services re-directing to Shibboleth page
OneID Federated access has been fully restored and all services are operational. OneHelp Reference Number: INC0032593 Services Affected: OneID federated websites ( timesheets.mq.edu.au, invoices.mq.edu.au and library Websites, Elmo, Primo and mylibrary ) . Impact: Staff, Students and Public Thank you for your patience during this service disruption.
Nov 28, 11:01-11:41 AEDT
iPrint partial outage
- iPrint is currently experiencing a partial outage. All Services are now Fully Operational OneHelp Reference Number: INC0031976 Services Affected: Iprint Impact: Staff/Students
Nov 14, 11:15-13:20 AEDT
Macquarie OneNet Wired, OneNet WIFI and websites are unavailable
Macquarie OneNet Wired, OneNet WIFI and MQ Websites are fully restored and all services are operational. OneHelp Reference Number: INC0031790 Services Affected: Macquarie OneNet Wired, OneNet WIFI and MQ Websites Impact: Staff and Student and Public Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Nov 9, 20:29-21:23 AEDT
Macquarie OneNet WIFI is unavailable
Access to Macquarie OneNet WIFI is fully restored and all services are operational. OneHelp Reference Number: INC0031756 Services Affected: Macquarie OneNet WIFI Impact: Staff and Student Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Nov 9, 12:28-12:39 AEDT
OneNet Wired and OneNet Wireless Unavailable
Access to OneNet Wired And OneNet Wireless is fully restored and all services are operational. Investigations are ongoing to find the root cause. OneHelp Reference Number: INC0031514 Services Affected: OneNet Wired and OneNet Wireless Impact: All Thank you for your patience during this service disruption.
Nov 7, 11:03-11:47 AEDT
[Scheduled] System and Network Maintenance 6am - 10am Sunday 6 November 2016
The scheduled maintenance has been completed.
Nov 6, 06:00-10:00 AEDT
[Scheduled] Turnitin maintenance - 12am - 5am Sunday 6 November
The scheduled maintenance has been completed.
Nov 6, 00:01-05:01 AEDT
[Scheduled] eStudent and AMIS maintenance 8am - 8pm Saturday 5 November
The scheduled maintenance has been completed.
Nov 5, 08:01-20:01 AEDT

October 2016

Truth is Currently Unavailable
Truth access was restored previously and Root Cause has now been identified, no further issues were found during the monitoring period. - The file that was causing one of the PDF transformers to crash has been identified and quarantined. We apologize for any inconvenience caused. OneHelp Reference Number: INC0030932 Services Affected: Truth Impact: Staff
Oct 25, 15:24 - Oct 26, 08:27 AEDT
Turnitin partial outage
Resolved - Resolved - Root Cause identified. OneHelp Reference Number: INC0030812
Oct 22, 17:18 - Oct 24, 10:03 AEDT
[Scheduled] Essential Core Systems IT maintenance 8.00am to 2pm, Sunday 23rd October 2016
The scheduled maintenance has been completed.
Oct 23, 08:00-11:33 AEDT
[Scheduled] System maintenance window 7.30am - 2pm Sunday 16 October 2016
The scheduled maintenance has been completed.
Oct 16, 07:30-14:01 AEDT
Access to MQ websites and Network Share Drive has now been restored
Access to MQ websites and Network Share Drive is fully restored and all services are operational. OneHelp Reference Number: INC0030268 Services Affected: Some MQ Websites (Including staff, students, HR and WIKI) and Network Share Drive access Impact: Staff, Students and Public Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Oct 11, 18:04 AEDT
[Scheduled] iLearn maintenance - Saturday 8 October 9.30pm to 1.30am Sunday 9 October
The scheduled maintenance has been completed.
Oct 8, 21:30 - Oct 9, 01:30 AEDT
Turnitin intermittent access
This incident has been resolved.
Oct 6, 22:24-22:40 AEDT
Truth is currently unavailable
Truth access has now been restored We apologise for any inconvenience caused. OneHelp Reference Number: INC0029964 Services Affected: Truth Impact: Staff
Oct 5, 16:40 AEDT
Truth intermittent access
Resolved - Root Cause identified. Issue was caused by the search and indexing server component (SOLR) running out of useable memory and afterwards having excessive garbage cleaning times of up to several minutes. Issue has been resolved by increasing the amount of memory available to the search and indexing server component of the application, and then tuning the application settings to decrease the excessive garbage cleaning times to a few seconds instead of several minutes. The fix took a while to put in place as it was a major change to the server configuration, and required an infrastructure upgrade from IT. OneHelp Reference Number: INC0029160 Services Affected: Truth
Sep 20, 11:27 - Oct 4, 15:30 AEDT

September 2016

Echo360 is currently unavailable.
Access to Echo360 is fully restored and all services are operational. OneHelp Reference Number: INC0029813 Services Affected: Echo360 Impact: Staff and Student Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Sep 30, 19:30-21:32 AEDT
iLab unavailable
Resolved - Observation period complete. Vcenter and Recomposer restarted no System warnings were seen after restart..
Sep 21, 11:20 - Sep 26, 14:19 AEDT
Emergency network maintenance 6.30pm-7.30pm Thursday 22 September
The scheduled maintenance has been completed successfully.
Sep 22, 19:00-19:18 AEDT
[Scheduled] Emergency network maintenance 6-6.30pm Thursday 22 September
The scheduled maintenance has been completed.
Sep 22, 18:01-18:30 AEDT
Echo360 unavailable
This incident has been resolved.
Sep 21, 22:05 - Sep 22, 15:27 AEDT
[Scheduled] System and Network Maintenance 4am - 1.30pm Sunday 18 September 2016
The scheduled maintenance has been completed.
Sep 18, 04:00-13:30 AEDT
Library Ezyproxy partial outage
Access to Library Ezyproxy is fully restored and all services are operational. OneHelp Reference Number: INC0028923 Services Affected: Library EzyProxy Impact: Staff and Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Sep 16, 16:49-17:16 AEDT
[Scheduled] eStudent and AMIS maintenance 8am - 6pm Sunday 4 September
The scheduled maintenance has been completed.
Sep 4, 08:00-18:00 AEDT
[Scheduled] Ask.mq.edu.au (Tracker) maintenance - 12am to 4.30pm Saturday 3 September
The scheduled maintenance has been completed.
Sep 3, 00:01-16:30 AEDT
[Scheduled] iLearn maintenance 1am - 3am Saturday 3 September 2016
The scheduled maintenance has been completed.
Sep 3, 01:00-03:00 AEDT

August 2016

[Scheduled] OneHelp maintenance - Friday 26 August 8.30pm to 9.30am Saturday 27 August
The scheduled maintenance has been completed.
Aug 26, 20:30 - Aug 27, 08:40 AEDT
[Scheduled] Turnitin maintenance 12am - 4am Sunday 21 August 2016
The scheduled maintenance has been completed.
Aug 21, 00:00-04:01 AEDT
Data Centre Firewall outage
The data centre firewall was down for approximately 5 minutes staring at 5:05pm. This outage would have restricted user access to internal applications. The service has been restored.
Aug 19, 17:32 AEDT
MQ Student & Staff Homepage is currently unavailable.
Resolved - Access to the MQ Students & Staff WebPages is fully restored and all services are operational. Resolution Description: Still under investigation OneHelp Reference Number: INC0027239 Services Affected: MQ Student & Staff Webpages Impact: Students & Staff Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Aug 18, 09:55-11:06 AEDT
[Scheduled] Eduroam maintenance 8am - 9am Thursday 18 August 2016
The scheduled maintenance has been completed.
Aug 18, 08:00-09:00 AEDT
[Scheduled] AARNET Network Maintenance - Wednesday 3 August 10pm to 6am Thursday 4 August 2016
The scheduled maintenance has been completed.
Aug 3, 22:00 - Aug 4, 06:01 AEDT
iTeach/Unitguides intermittent access
This incident has been resolved.
Aug 1, 10:26-17:48 AEDT

July 2016

Network outage
This incident has been resolved.
Jul 30, 09:26-12:17 AEDT
[Scheduled] iTeach and Unit Guides maintenance - Monday 25th July 2016
The changes have been implemented successfully. Thank you for your cooperation.
Jul 25, 23:31 - Jul 26, 00:08 AEDT
Turnitin unavailable
This incident has been resolved.
Jul 21, 13:04-15:03 AEDT
[Scheduled] iTeach and Unitguides maintenance - Thursday 21st July 2016
The scheduled maintenance has been completed.
Jul 21, 07:45-08:30 AEDT
[Scheduled] iLearn Scheduled Maintenance - Saturday 16th July 2016
The scheduled maintenance has been completed.
Jul 20, 13:35 AEDT
[Scheduled] Echo360 maintenance - Sunday 17 July 2016
The scheduled maintenance has been completed.
Jul 17, 23:00 - Jul 18, 01:00 AEDT
iTeach/Unitguides unavailable
This incident has been resolved.
Jul 15, 11:58-16:29 AEDT
[Scheduled] System and Network Maintenance Sunday 10 July 2016
The scheduled maintenance has been completed.
Jul 10, 06:00-10:00 AEDT

June 2016

iLearn unavailable
Access to iLearn is fully restored and all services are operational. Resolution Description: 3rd Party Vendor had resolved the issue who are investigating the root cause. OneHelp Reference Number: INC0024356 Services Affected: iLearn Impact: ALL Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Jun 27, 14:32-14:39 AEDT
MQ Student Homepage unavailable
Access to MQ Student HomePage is fully restored and all services are operational. Resolution Description: Processes on Apache server had ceased and after the server was restarted access to this website has returned. OneHelp Reference Number: Inc0024287 Services Affected: MQ Student HomePage Impact: Staff/Students/public Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Jun 27, 08:14-08:36 AEDT
[Scheduled] System maintenance window 6am - 12pm Sunday 19 June 2016
The scheduled maintenance has been completed.
Jun 20, 08:41 AEDT
[Scheduled] Voicemail system maintenance 7am - 8am Thursday 9 June 2016
The scheduled maintenance has been completed.
Jun 10, 15:46 AEDT

May 2016

[Scheduled] Voicemail system maintenance 7am - 8am Thursday 19 May 2016
The scheduled maintenance has been completed.
May 20, 09:30 AEDT
Office365 Email reduced performance
Access to Office365 Email is fully restored and all services are operational. Resolution Description: Services have been restored however further investigations are being conducted by Microsoft to determine the root cause. OneHelp Reference Number: INC0022419 Services Affected: Office365 Email Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
May 19, 14:47-16:10 AEDT
[Scheduled] eStudent and AMIS maintenance 2pm - 6pm Saturday 14 May 2016
The scheduled maintenance has been completed.
May 16, 10:25 AEDT
[Scheduled] Network maintenance window 8am - 9.30am Sunday 15 May 2016
The scheduled maintenance has been completed.
May 16, 10:25 AEDT
[Scheduled] eStudent and AMIS maintenance 6am - 2pm Saturday 14 May 2016
The scheduled maintenance has been completed.
May 14, 13:26-14:00 AEDT
[Scheduled] Web pages downtime 8.30pm - 8.45pm Wednesday 23 March 2016
The scheduled maintenance has been completed.
May 9, 13:56 AEDT

April 2016

Truth unavailable
Truth is now available. 100% utilisation was reached due to high demand on the server. Server was rebooted with services returning to normal. OneHelp Reference Number: INC0020505 Services Affected: Truth Impact: All
Apr 14, 13:27-15:49 AEDT
Primo and Alma Unavailable
Access to Primo & Alma is fully restored and all services are operational. OneHelp Reference Number: INC0019719 Services Affected: Primo & Alma Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Apr 4, 10:12 - Apr 6, 17:00 AEDT
iLearn unavailable
Access to iLearn is fully restored and all services are operational. OneHelp Reference Number: INC0019942 Services Affected: iLearn Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Apr 5, 18:01-18:48 AEDT
Talent, Timesheets, Invoices, My Library, Multisearch & Alma Unavailable
All applications have been restored, root cause analysis is currently in progress.
Apr 3, 11:41 - Apr 4, 10:00 AEDT
Ilab unavailable
- iLab connections were successfully restored
Apr 2, 10:54-17:33 AEDT

March 2016

MQ Staff and Student Homepage unavailable
Access to both staff and student homepages are now fully restored and all services are operational. Resolution Description: A mis-configuration on the web server was found and corrected with services promptly returning to normal. OneHelp Reference Number: INC0018671 Services Affected: MQ Staff and Student Homepage Impact: Students Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Mar 17, 12:31-12:47 AEDT
OneNet Wired unavailable
Access to OneNet wired is fully restored and all services are operational. Resolution Description: A power rail in the Data Centre was found to have tripped and after switching it back on all services have returned. Investigations are ongoing to find the root cause. OneHelp Reference Number: INC0018591 Services Affected: OneNet Wired Impact: All Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Mar 17, 08:18-08:56 AEDT
[Scheduled] System maintenance window 7.30am - 9am Sunday 13 March 2016
The scheduled maintenance has been completed.
Mar 13, 07:30-09:00 AEDT
Wiki unavailable
Access to Wiki is fully restored and all services are operational. OneHelp Reference Number: INC0017768 Services Affected: Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Mar 7, 17:50-20:06 AEDT
[Scheduled] Network Maintenance 5am - 9am Sunday 6 March 2016
The scheduled maintenance has been completed.
Mar 6, 05:00-09:00 AEDT

February 2016

OneNet WIFI for Win7 Users - unavailable
OneNet Wifi issues has is fully restored and all services are operational. Users maybe prompted to accept a new certificate, which they should just click on "connect" button to accept it. OneHelp Reference Number: INC0016190 Services Affected: OneNet WIFI for Win7 and MAC Users Impact: All Thank you for your patience during this service disruption. For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Feb 22, 09:01-16:04 AEDT
MQ Staff WebPage unavailable
Access to the MQ staff WebPage is fully restored and all services are operational. Resolution Description: Tomcat server had run out of space and after resetting it services had returned. OneHelp Reference Number: INC0015874 Services Affected: MQ Staff Webpage Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Feb 16, 11:33-12:58 AEDT
Telstra confirms mass outage for mobile users across Australia
Telstra has confirmed all services have been restored after mobile customers experienced a mass outage in multiple states, explaining that the issue was caused by an "embarrassing human error". OneHelp Reference Number: INC0015485 Services Affected: Telstra Mobile Network Impact: ALL For more information please contact the IT HelpDesk on 02 9850 HELP (4357) (opt 2), or email onehelp@mq.edu.au.
Feb 9, 13:46 - Feb 10, 09:31 AEDT
No Network Connections - Multiple Buildings.
Resolution Description: The Network Team have successfully completed the Service Restoration activities across the Campus for the previously reported network issues. In total 16 Locations were visited along with 17 Switches and 3 WAP’s all had to all be replaced due to the storm last weekend. OneHelp Reference Number: INC0014720 Services Affected: Network Connection Impact: All Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Feb 1, 08:22 - Feb 5, 08:22 AEDT

January 2016

[Scheduled] System maintenance window 5am - 10am Sunday 17 January 2016
The scheduled maintenance has been completed.
Jan 17, 05:00-10:00 AEDT
WIKI unavailable
WIKI is now available, however, on going investigations continue into the root cause.
Jan 6, 16:46-18:06 AEDT
WIKI unavailable
WIKI is now available with investigations ongoing into the root cause.
Jan 5, 11:37 - Jan 6, 12:55 AEDT
Invoices.mq.edu.au unavailable
The Application was restarted and access to invoices.mq.edu.au has returned to normal.
Jan 6, 09:23-09:44 AEDT
WIKI unavailable
WIKI is now available, however, on going investigations continue into the root cause.
Jan 4, 18:21 - Jan 5, 10:20 AEDT
WIKI unavailable
After resetting the application the WIKI is now available. On going investigations continue into the root cause.
Jan 4, 15:31-16:21 AEDT
[Scheduled] System maintenance window 7am - 6pm Sunday 3 January 2016
The scheduled maintenance has been completed.
Jan 3, 07:00-18:00 AEDT

December 2015

[Scheduled] Staff email unavailable - 5pm Fri 11 December to 8am Mon 14 December 2015
The scheduled maintenance has been completed.
Dec 11, 17:30 - Dec 14, 08:00 AEDT
Truth intermittent access
Access to Truth is fully restored and all services are operational. Resolution Description: service returned through software change provided by third party vendor OneHelp Reference Number: INC0011821 Services Affected: Truth Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Dec 10, 12:52-14:43 AEDT
Resolved - Access to the following internal applications is fully restored and all services are operational:
Access to the following internal applications is fully restored and all services are operational: Wiki Network drives Citrix Farm Active Directory Library - self check units Lachesis Voyager Alma Echo 360 Iteach Unit guides Resolution Description: Services within data centre restarted and issue resolved. OneHelp Reference Number: INC0011680 Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Dec 8, 18:34 AEDT
OneNet WIFI available
OneNet WIFI issue has now been resolved, we apologise for any inconvenience caused. OneHelp Reference Number: INC0011665 Services Affected: OneNet Wifi Impact: Staff/Students For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au
Dec 8, 16:42 AEDT
[Scheduled] System maintenance window 4am - 4pm Sunday 6 December 2015
The scheduled maintenance has been completed.
Dec 6, 04:00-16:00 AEDT
[Scheduled] Firewall maintenance 7.30pm - 8.30pm Wednesday 2 December 2015
The scheduled maintenance has been completed.
Dec 2, 19:30-20:30 AEDT

November 2015

Network reduced performance
Access to the Macquarie voice and data network has been fully restored and all services are operational. Resolution Description: service restored after replacement of network hardware component OneHelp Reference Number: INC0011025 Services Affected: OneNet Wired & Phones Impact: Staff/Students/public Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Nov 30, 10:24-17:58 AEDT
Macquarie University website unavailable
Access to the Macquarie University website is fully restored and all services are operational. Resolution Description: The Macquarie University website was restored by our technicians with help from the vendor. OneHelp Reference Number: INC0010138 Services Affected: MQ website Impact: Staff/Students/public Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Nov 13, 10:40-12:22 AEDT
[Scheduled] System maintenance window 4am - 9am Sunday 8 November 2015
The scheduled maintenance has been completed.
Nov 8, 04:00-09:00 AEDT

October 2015

Talent, Invoices, My Library Multisearch & Alma unavailable
Access to Talent, Invoices, My Library Multisearch & Alma is fully restored and all services are operational. Resolution Description: After further investigation by our technicians the services effected were fully restored. OneHelp Reference Number: INC0009141 Services Affected: Talent, Invoices, My Library Multisearch & Alma Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 29, 08:59-11:06 AEDT
Reduced performance Authenticating to HR Online
Access to HR Online and other affected systems is fully restored and all services are operational. Resolution Description: After further investigation and work with the vendor the service was fully restored. OneHelp Reference Number: INC0009027 Services Affected: HR Online & Printerface Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 28, 09:12-16:16 AEDT
MQ Wiki unavailable
Access to MQ Wiki is fully restored and all services are operational. Resolution Description: Wiki has been restored after a server reboot OneHelp Reference Number: INC0009087 Services Affected: MQ Wiki Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 28, 12:21-16:03 AEDT
[Scheduled] eStudent/AMIS downtime window 4.30am - 8am Sunday 25 October 2015
The scheduled maintenance has been completed.
Oct 25, 04:30-08:00 AEDT
Macquarie home page web site unavailable
Access to Macquarie web site home page is fully restored and all services are operational. OneHelp Reference Number: INC0008827 Services Affected: Macquarie web site Impact: Staff/Students/public Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 23, 18:18-19:23 AEDT
[Scheduled] System maintenance window 6am - 3pm Sunday 18 October 2015
The scheduled maintenance has been completed.
Oct 18, 06:00-15:00 AEDT
HR Online reduced performance
Update - Access to HR Online is fully restored and all services are operational. Resolution Description: The Database Index was rebooted which restored service. OneHelp Reference Number: INC0008102 Services Affected: HR Online Impact: Staff Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 14, 09:08-11:07 AEDT
OneHelp unavailable
Access to OneHelp is fully restored and all services are operational. Services Affected: OneHelp Impact: Staff/Students/public Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 13, 13:38-15:04 AEDT
MQ Staff Homepage unavailable
Access to MQ Staff Homepage is fully restored and all services are operational. OneHelp Reference Number: INC0007978 Services Affected: MQ Staff Homepage Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Oct 12, 17:18-17:35 AEDT
iLab unavailable
iLab connections were successfully restored.
Oct 10, 17:14-18:00 AEDT
H Drive unavailable causing delays at log in
Resolved - Access to the H Drive is fully restored and the service is operational.
Oct 2, 08:46-08:55 AEDT

September 2015

[Scheduled] Wiki maintenance 8pm - 9pm Thursday 24 September 2015
The scheduled maintenance has been completed.
Sep 24, 20:00-21:00 AEDT
Internal MQ applications (e.g. ilearn echo360 network shares iLab Citrix farm Active Directory wiki OneNet) unavailable
Access to the following internal applications is fully restored and all services are operational: ilearn echo360 network shares iLab Citrix farm Active Directory wiki OneNet Wifi Resolution Description: Services within data centre restarted and issue resolved. OneHelp Reference Number: INC0006875 Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Sep 21, 17:01-18:18 AEDT
[Scheduled] System maintenance window 6am - 4pm Sunday 20 September 2015
The scheduled maintenance has been completed.
Sep 20, 06:00-16:00 AEDT
MQ Wiki unavailable
Access to [MQ Wiki] is fully restored and all services are operational. Resolution Description: [Wiki has been restored after a server reboot] OneHelp Reference Number: [INC0006661 ] Services Affected: [MQ Wiki] Impact: [Staff] Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Sep 18, 16:14-17:10 AEDT
Library Home Page Unavailable
Library Home Page is fully restored and all services are operational. Resolution Description: The Tom Cat Server had run out of disk space. Server was restarted clearing the problem withe all services returning back to normal. Further investigations into the root cause continue. OneHelp Reference Number: INC005765 Services Affected: Library Home Page Impact: Staff/Students/Public Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Sep 3, 08:37-09:16 AEDT

August 2015

OneNet WIFI unavailable
This incident has been resolved.
Aug 31, 09:01-12:54 AEDT
Unable to access articles via Library MultiSearch
Access to Library Multi-Search is fully restored and all services are operational. Resolution Description: The multi-search server crashed and attempts to remote into it to resolve the issue failed over the weekend. This server was manually rebooted successfully first thing this morning and all services have now returned to normal. Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Aug 30, 13:33 - Aug 31, 09:11 AEDT
Increase in email containing phishing and other malicious content
Over the past week the University has seen a sharp increase in different kinds of emails containing phishing and other malicious content. Email recipients are often deceived by phishing attempts since messages appear to be sent by legitimate and trustworthy sources. We want to remind all personnel to be sceptical when opening emails. Things to look out for: • Being asked to “log into a system” • Being asked to enter private information • Unexpected emails from organisations (eg Australia Post or the Australian Tax Office) • Emails claiming to contain secured documents • Unexpected or unusual emails from colleagues and friends What to do if you think you have receive such an email: • Contact the sender by phone or alternative method and ask if they sent the email • If the email is not legitimate simply delete it. What to do if you think you have been compromised: • Contact your local IT support personal or the University HelpDesk (9850 4357) Please remember your login details must remain private and confidential to you and you only; and the University will never ask for your username and password via email. Information Technology are taking steps to identify and reduce the spread of these emails.
Aug 28, 17:07 AEDT
OneNet Wifi reduced performance
Radius Server was rebooted and services have returned to normal.
Aug 26, 15:06-16:00 AEDT
Scan to Email reduced performance
The mail software was updated as part of an OS upgrade on Sunday during the Scheduled Maintenance to resolve a critical security vulnerability. The newer version of software had tighter/stricter security settings which caused a small number of mail servers and printers (Scanning to email) to be affected. The mail software was rolled-back to its original version which has now resolved the issue.
Aug 19, 10:28-14:56 AEDT
[Scheduled] Planned system maintenance window 6am - 4pm Sunday 16 August 2015
The scheduled maintenance has been completed.
Aug 16, 06:00-16:00 AEDT
OneNet Wifi unavailable
Radius Server was rebooted and Students can now connect to OneNet Wifi.
Aug 14, 17:46 - Aug 16, 10:09 AEDT
OneNet Wifi - Degraded Services
Server drives were seen to be full and 40gig of log files were cleared. The Radius server was rebooted and services returned to normal.
Aug 12, 14:01-15:36 AEDT
iLab unavailable
This incident has been resolved.
Aug 6, 12:45-14:51 AEDT
[Scheduled] Planned BoardPad downtime: 5am - 11am Sunday 2 August
The scheduled maintenance has been completed.
Aug 2, 05:00-11:00 AEDT

July 2015

[Scheduled] Planned electrical and communication downtime 6pm - 7pm Monday 29 June
The scheduled maintenance has been completed.
Jul 28, 08:37 AEDT
[Scheduled] Planned electrical and communication downtime 6am - 10am Sunday 28 June
The scheduled maintenance has been completed.
Jul 28, 08:37 AEDT
[Scheduled] Planned system maintenance window Sunday 26 July 2015
The scheduled maintenance has been completed.
Jul 26, 06:00-08:00 AEDT
Macquarie University OneHelp Migratation
Access to the new OneHelp off-campus is fully restored and all services are operational. Resolution Description: After the Survivor servers were rebooted off premise resolution of DNS to ServiceNow commenced working. Services Affected: OneHelp Impact: Staff/Students Thank you for your patience during this service disruption. For more information please contact the IT HelpDesk on 02 9850 HELP (4357), or email onehelp@mq.edu.au.
Jul 6, 09:54-15:49 AEDT
[Scheduled] Planned iPrint.mq.edu.au downtime 8am - 4pm Sunday 5 July
The scheduled maintenance has been completed.
Jul 5, 08:00-16:00 AEDT

June 2015

[Scheduled] Planned eStudent, eApplications and eAcademic downtime - 5pm Friday 5 June until 8.30am Tuesday 9 June
The scheduled maintenance has been completed.
Jun 5, 17:00 - Jun 9, 08:30 AEDT
[Scheduled] Planned OneHelp downtime - Thursday 4 June 2015
The scheduled maintenance has been completed.
Jun 4, 18:30-21:30 AEDT
[Scheduled] HR Online and HRIS downtime
The scheduled maintenance has been completed.
May 27, 17:00 - Jun 1, 07:00 AEDT

May 2015

[Scheduled] Planned OneHelp downtime - Sunday 31 May 2015
The scheduled maintenance has been completed.
May 31, 04:00-20:00 AEDT
OneNet Wired - Slow response time
The DataCentre firewalls lost synchronisation between each other. Synchronisation has been restored and all services have returned to normal.
May 25, 14:51-15:19 AEDT
[Scheduled] Planned system maintenance window Sunday 24 May 2015
The scheduled maintenance has been completed.
May 24, 05:00-16:00 AEDT

April 2015

No incidents reported for this month.

March 2015

[Scheduled] Sunday 22 March 2015
The scheduled maintenance has been completed.
Mar 22, 04:00-16:00 AEDT
iPrint limited service
This incident has been resolved.
Mar 11, 12:46-18:08 AEDT

February 2015

No incidents reported for this month.

January 2015

No incidents reported for this month.

December 2014

No incidents reported for this month.

November 2014

No incidents reported for this month.

October 2014

No incidents reported for this month.

September 2014

No incidents reported for this month.

August 2014

No incidents reported for this month.

July 2014

No incidents reported for this month.

June 2014

No incidents reported for this month.

May 2014

No incidents reported for this month.

April 2014

No incidents reported for this month.

March 2014

No incidents reported for this month.

February 2014

No incidents reported for this month.