Information Technology Services (ITS) is continuing to try to resolve network failures that have persisted for over a week, saying the problem is more complex than those they usually encounter.
Starting the first week after fall break, community members began to report problems logging in through the Mac network and connecting to the Internet. While ITS was able to trace the Internet failure to a break-down in hardware, they’re still stumped when it comes to fixing the network.
“It’s been very difficult to diagnose,” Chief Information Technology Officer Gayle Barton said, saying the network is especially hard to fix because the failures seem to be so random.
“In this particular case we would have some people who worked, some people who didn’t. We would look at what people were doing and it appeared to be exactly the same,” Barton said. “We had a man across the hall who had two computers. He could use one, get on the network every time … and then on his other one he couldn’t get on.”
ITS uses software that is able to detect problems within the network, usually before they become a problem for users, but in this case, none of their monitoring systems reported a problem, Barton said. ITS also did research on the Internet to see if anyone else had faced similar failures, but so far, the problem seems to be unique.
“It’s a brain buster. We’ve got a lot of mind power working on it,” Information Security Analyst Nick Hannon said.
So far ITS has tried to correlate location, wireless vs. wired connections and old vs. new software with the failures but has so far come up with no pattern to the problems.
“Unfortunately we haven’t been able to find the proverbial smoking gun to say, that’s the main thing that’s common across all machines,” Hannon said. “It seems like one of those things where there are multiple things causing this one symptom, not any one thing we can point at. ”
Although they were able to find and correct the failures with the Internet connection, Barton said that issue was difficult to detect and diagnose too.
“But again it was weird, it wasn’t consistent. I work wirelessly and I never had a problem. Some people the same machine would work fine but if they carried it to another building it wouldn’t work,” Barton said.
Jenn Yi ’12 said failures with the Internet and network caused significant delays to her work.
“I was stuck in the remediation network for three hours. It kept making me download virus protection stuff even though I already had it,” Yi said.
Hannon said community members should continue reporting failures to ITS as they work to trace down the root or roots of the failures.