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My Manchester access issues - update

13 Oct 2016

Latest information about the issues with My Manchester for students

PC cluster

Original Message - Thursday 13 October:

We've made some changes which have improved performance, but there is still work to do on testing and installing the software patches we've identified to deal with the main symptoms. Please note that this may also affect Expenses, MyView and some other services on My Manchester for staff.

While we're expecting this remedial work to be implemented soon, we can’t yet confirm a date and time for completion. However, once the symptoms have been dealt with, we will continue to concentrate on the analysis of the root cause.

Anyone still having a problem is encouraged to report it through the IT Support Centre:

When reporting My Manchester issues, answers to the following questions will be useful, if the answers are known:

  • Are you on or off campus?
  • What type of device are you using to connect?
  • What browser are you using, and does it occur in all browsers?
  • Are you connecting using a wired or wireless connection?
  • Which portlet are you trying to access in My Manchester?
  • What error message did you receive?
  • If you are reporting slow performance, approximately how many seconds does it take to get to the My Manchester home page?

Any students who are unable to access My Manchester can access some services via the "We're working on it" page:

IT Services


 

Update 1 - 11:25 on Monday 17 October:

The problem has not yet been fixed, so some people may experience issues during peak times, which are usually 10 minutes either side of the hour, on Mondays, Tuesdays and Thursdays.

However, after testing a software fix which has been identified, results showed that the issues we're having will be fixed by this. We can't yet make the changes on the live service yet though, as there does need to be more testing to ensure that there aren't any other issues. 

Our test people continue to sort out the test script and we'll have more information later.

We aren't expecting to make the changes to the live service today. We know this has been causing a significant negative impact and we're committed to fixing it as soon as we possibly can.

We'll be dealing with the full root cause afterwards and you can be assured that there will be a full investigation, report and technical actions which will come out of this situation.


 

Update 2 - 15:32 on Tuesday 18 October:

We've made a lot of positive progress with the My Manchester service. A software update has resulted in a significant improvement in performance on the service as a whole, especially during peak times. However, we aren't yet considering this resolved as we're in the process of completing functional testing as soon as possible, with the aim to fully roll out the changes to the live service in the next day or two if testing continues to go as expected.