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Connectivity issues on campus

13 Sep 2019

IT Services are aware of connectivity issues to some University services

13 September, 8.52am:

We're continuing to investigate the issues accessing some University services including 2-factor authentication (and therefore affecting email access); we're aware of the inconvenience this is causing for people and please be assured we're treating this as our highest priority to get this fixed and get you all connected again. We'll keep you updated.

13 September, 9.40am:

Access is to GlobalProtect is working for some, but not all people. Currently, colleagues unable to log into Global Protect should be able to use Outlook Web App to access email:

13 September, 10.12am – there may be a service interruption at 4pm today.

We’re continuing to investigate this issue urgently and thoroughly so we can restore all our colleagues’ access to their services.

As a result of these issues, we’re acting on the advice of our supplier and planning to perform some work this afternoon.

This work may result in a momentary loss of connectivity (and access to University services) from 4pm - we'll update this article when confirmed.

If this momentary loss of connectivity takes place, colleagues will need to reconnect to GlobalProtect after service has been restored. If you’re unable to connect by logging in again, please follow these steps:

  1. Click on the GlobalProtect globe icon. In Windows, this is in the system tray, usually at the bottom right-hand corner of your screen; you may need to click the up arrow next to it to display the icon. In macOS, this will be in your menu bar.
  2. Click the cog icon
  3. Click Settings
  4. Click Sign Out
  5. Click OK on the Remove User Credential window
  6. You should then be able to log back in to GlobalProtect.

As before, colleagues who are currently unable to log in to GlobalProtect should be able to access email through the mail apps on their phone or Outlook Web App.

13 September, 4pm:

We are continuing to work with our suppliers to find a full resolution to the connectivity issues some of our customers are having. This is being treated as the highest priority by all parties. The next update will be on the morning of Monday 16 September.

16 September, 10.25am:

We are continuing to monitor our systems closely around the clock and are working with our partners to find a resolution for the issue. All parties involved are treating it as the highest priority

24 September, 10:45am

Our suppliers have identified the root cause of this issue and a fix is being designed. In the meantime though we expect no further service outages, our suppliers are monitoring the system 24/7 and ready to respond if any issues develop. For that reason, no further updates will be posted.

Once the fix has been developed, IT Services will work with our suppliers to plan its implementation. If this work is expected to involve any impact to services it will be communicated in advance using the usual channels.