If you experience an issue with any system/service/application please call the Service Desk on (02) 9850 4357 or log a OneHelp ticket via help.mq.edu.au.
Thank you for your understanding and patience whilst services were being restored during this period.
Posted Nov 12, 2018 - 17:38 AEDT
Update
We are continuing to investigate this issue.
Posted Nov 08, 2018 - 09:46 AEDT
Update
The majority of the key priority systems have now been restored. We are continuing to work through the remaining systems to achieve a complete recovery.
Further communication will be sent if we experience issues that prevent the complete restoration or if there is a significant change to this schedule.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 07, 2018 - 16:57 AEDT
Update
We are continuing to investigate this issue.
Posted Nov 06, 2018 - 17:14 AEDT
Update
4pm Update: IT is still working with our vendor to restore impacted services. Some services that have been affected have been restored and are now fully operational.
The following services were impacted but are now operational: - Truth - LDAP (OneID authentication) - Ezyproxy/Multisearch (Simsrad) - Citrix login to apps - HROnline / HRIS - iTeach - UnitGuides - iParticipate (Sonia) - Certificate Authority - Wiki - Tracker - ask.mq.edu.au - CourseFinder - Datamart - Qualtrics - OneHelp - Handbook - Star - OneID - MGSM booking system - OPERA - MGSM SugarCRM - Library resource booking system - Staff Directory - Front desk - Q flow - Cumulus - StudyLink - AMIS - FMIS - Front Desk
The following are our key priority systems to restore:
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 06, 2018 - 16:03 AEDT
Update
11:30am Update: IT is still working with our vendor to restore impacted services. Some services that have been affected have been restored and are now fully operational.
The following services have not been affected: - eStudent - iLearn - Echo360 - iLab - Office365
The following services were impacted but are now operational: - HROnline - Wiki - Qualtrics - SugarCRM - AskMQ - Tracker - PURE - RAMS - iPrint - Multisearch - eStudent - Staff Portal - Student Portal - Handbook - iTeach - CourseFinder - Truth - HRIS - Staff Directory - StudyLink - Unit Guides - AMIS - FMIS
The following services are experiencing issues impacting both Staff and Students and you may not be able to login or access these:
- CareerHub - Student Spaces booking system - iParticipate (Sonia) - Datamart - Survivor - Webforms - MGSM Booking System - OPERA
We apologise for any inconvenience caused and appreciate your patience and understanding while services are being restored.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 06, 2018 - 11:31 AEDT
Update
9am: IT is still working with our vendor to restore impacted services. Some services that have been affected have been restored and are now fully operational.
The following services have not been affected: - eStudent - iLearn - Echo360 - iLab - Office365
The following services were impacted but are now operational: - iPrint - Multisearch - eStudent - Staff Portal - Truth - HRIS - StudyLink - RAMS - CourseFinder - Unit Guides - AMIS - FMIS
The following services are experiencing issues impacting both Staff and Students and you may not be able to login or access these: - HROnline - AskMQ - Tracker - Wiki - CareerHub - Qualtrics - MGSM Booking System - OPERA - SugarCRM - Student Spaces booking system - iParticipate (Sonia) - Handbook - Datamart
If you use the following services you will need to follow the corresponding workaround: - PURE – A page requesting you to enter OneID will appear, you will need to re-enter your OneID and password to gain access. - Student portal - intermittent access with minor performance issues. - iExam - general exam timetable is available with minor performance issues. - iTeach - intermittent and slow
We apologise for any inconvenience caused and appreciate your patience and understanding while services are being restored.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 06, 2018 - 09:04 AEDT
Update
3.30pm update: IT is still working with our vendor to restore impacted services. Some services that have been affected have been restored and are now fully operational.
The following services have not been affected: - eStudent - iLearn - Echo360 - iLab - Office365
The following services are experiencing issues impacting both Staff and Students and you may not be able to login or access these: - HROnline - iTeach - AskMQ - Tracker - StudyLink - Wiki - CareerHub - CourseFinder - Qualtrics - Unit Guides - MGSM Booking System - OPERA - SugarCRM - RAMS - Student Spaces booking system
If you use the following services you will need to follow the corresponding workaround: - PURE – A page requesting you to enter OneID will appear, you will need to re-enter your OneID and password to gain access. - Student portal - intermittent access with minor performance issues. - iExam - general exam timetable is available with minor performance issues. - AMIS - now accessible via Citrix however functions requiring the "Submit" button may be unavailable. - Finance One - now accessible via Citrix. - MultiSearch - requests for Automated Retrival Collection are unavailable. Please contact the Library information desk for assistance.
The following services were impacted but are now operational: - iPrint - Multisearch - eStudent - Staff Portal - Truth - HRIS - AD
We apologise for any inconvenience caused and appreciate your patience and understanding while services are being restored.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 05, 2018 - 15:15 AEDT
Update
8pm update: IT is still working with our vendor to restore impacted services.
The following services have been restored since last update: Echo360 OpenVPN/OrbinVPN
The following services are still experiencing issues impacting both Staff and Students:
Multisearch (Library Database, simsrad) eStudent - Intermittent access iPrint (Unable to login) OneHelp (Website redirection issue, please use direct link https://mq.service-now.com/onehelp) Citrix and all systems that require access via Citrix (AMIS, FMIS, AD, SCCM, JAMF) CourseFinder Unitguides Datamart Wiki HROnline and HRIS iTeach Truth Career Hub Qualtrics iParticipate (Sonia) OneID authentication also affected access to the following systems: PURE Ask.MQ RAMS Staff Portal Student Portal StudyLink Tracker
We apolgoise for any inconvenience caused and appreciate your patience and understanding while services are being restored.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 04, 2018 - 19:58 AEDT
Update
12pm update: IT is still working with our vendor to restore impacted services.
The following services are still experiencing issues impacting both Staff and Students:
Multisearch (Library Database, simsrad) eStudent (Unable to log in) iPrint (Unable to login) OneHelp (Website redirection issue, please use direct link https://mq.service-now.com/onehelp) Citrix and all systems that require access via Citrix (AMIS, FMIS, AD, SCCM, JAMF) CourseFinder Unitguides Datamart Echo360 Wiki HROnline iTeach Truth Career Hub Qualtrics iParticipate (Sonia) OrbitVPN OneID authentication also affected access to the following systems: PURE Ask.MQ RAMS Staff Portal Student Portal StudyLink Tracker
We apolgoise for any inconvenience caused and appreciate your patience and understanding while services are being restored.
Next update will be provided at 4pm unless more services are restored or issue is resolved.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 04, 2018 - 12:03 AEDT
Update
10am update: IT is still working with IBM to restore impacted services.
The following services have been restored: iLab OneNet VPN
The following services are still experiencing issues impacting both Staff and Students:
Multisearch (Library Database, simsrad) eStudent (Unable to log in) iPrint (Unable to login) OneHelp (Website redirection issue, please use direct link https://mq.service-now.com/onehelp) Citrix and all systems that require access via Citrix (AMIS, FMIS, AD, SCCM, JAMF) CourseFinder Unitguides Datamart Echo360 Wiki HROnline iTeach Truth Career Hub Qualtrics iParticipate (Sonia) OrbitVPN OneID authentication also affected access to the following systems: PURE Ask.MQ RAMS Staff Portal Student Portal StudyLink Tracker
We apolgoise for any inconvenience caused and appreciate your patience and understanding while services are being restored.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 04, 2018 - 10:03 AEDT
Update
6pm update: IT is still working with IBM to restore impacted services. The following services are still experiencing issues impacting both Staff and Students:
Citrix and all systems that require access via Citrix (AMIS, FMIS, AD, SCCM, JAMF) eStudent (Unable to log in) OneHelp (Website redirection issue, please use direct link https://mq.service-now.com/onehelp) CourseFinder Datamart Echo360 Wiki HROnline iTeach iPrint Truth iLab OneNet VPN OneID authentication also affected access to the following systems: (PURE, Ask.MQ, RAMS, Staff Portal, Student Portal, StudyLink, Library Databases, Tracker)
Thank you again for your patience and understanding while services are being restored.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 03, 2018 - 18:08 AEDT
Update
5pm update: IBM confirmed that MQ servers and services are affected by their data center outage.
The following systems are currently unavailable:
CourseFinder Datamart Echo360 Wiki eStudent HROnline iTeach iPrint AMIS Active Directory Truth iLab EzyProxy (Staff and student are unable to authenticate to Library online databases) OneID authentication also affected access to the following systems: PURE Ask.MQ RAMS student portal staff portals StudyLink
We will provide an update once we received further information.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 03, 2018 - 17:04 AEDT
Update
The following systems are currently unavailable:
CourseFinder Datamart Echo360 Wiki eStudent HROnline iTeach iPrint AMIS Active Directory Truth iLab EzyProxy (Staff and student are unable to authenticate to Library online databases)
We are investigating and apologise for any inconvenience caused.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 03, 2018 - 16:01 AEDT
Update
2pm update: The following systems are currently unavailable:
CourseFinder Datamart Echo360 Wiki eStudent HROnline iTeach iPrint AMIS Active Directory Truth iLab EzyProxy (Staff and student are unable to authenticate to Library online databases) OneID authentication also affected access to the following systems: PURE Ask.MQ RAMS student portal staff portals StudyLink
We are investigating and apologise for any inconvenience caused.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 03, 2018 - 13:56 AEDT
Investigating
The following systems are currently unavailable:
CourseFinder Datamart Echo360 Wiki eStudent HROnline iTeach iPrint AMIS Active Directory Truth iLab EzyProxy (Staff and student are unable to authenticate to Library online databases)
We are investigating and apologise for any inconvenience caused.
For more information please contact the IT Service Desk on 02 9850 HELP (4357) Opt 2, or email onehelp@mq.edu.au
Posted Nov 03, 2018 - 11:11 AEDT
This incident affected: Student systems and services (click to expand) (CourseFinder, Echo 360, eStudent, Handbook, AppStream, Unit Guides, iParticipate (PACE)), Research Hub (click to expand) (Pure Research Management System (RMS), Research Animal Management System), Staff systems and services (click to expand) (FMIS (Finance One), OneNet Anywhere (VPN), iTeach, Datamart, HR Online, Wiki, Truth, AMIS (Student One), Tracker, Network/Shared Drive, Survivor), and Ask.mq, iPrint, MQ Websites, OneHelp, OneID, Webforms.