[Faccus] [UW-RT #270929] Update 4:25am: Status of LEARN - site remains redirected, recovery time revised, ~7:30am

Centre for Extended Learning General celgen at uwaterloo.ca
Thu Jan 31 06:05:30 EST 2013

Thu Jan 31 06:05:29 2013: Request 270929 was acted upon.
Transaction: Ticket created by chappell
       Queue: ExtendedLearning
     Subject: Update 4:25am: Status of LEARN - site remains redirected, recovery time revised, ~7:30am
       Owner: Nobody
  Requestors: andrea.chappell at uwaterloo.ca
      Status: new
 Ticket <URL: https://rt.uwaterloo.ca/Ticket/Display.html?id=270929 >

[Thu., Jan. 31, D2L 4:25am update]
D2L sent an update at midnight, indicating that the process they had
anticipated finishing by then was 98% done, and that once it completed,
they would start verification.

At 4:25am the update indicates a 2-3 hour process needed. It is a bit
confusing as to what this process is, except that it involves migration of
our data and files to the new configuration. They will provide a further
status update upon completion, which could be 6:30 - 7:30am based on their

> [Wed. Jan. 30, 10:00pm update]
> Hello,
> The latest message from D2L, at 10:12pm, says they still expect to have
> the recovery by midnight. They have mentioned the need for verification
> but have not indicated how long that might take. They have said they'll
> take off the "maintenance" message when the recovery and verification is
> complete. I assume that means they will remove the redirect then.
> Questions are arising individually about what will happen with assignments
> and tests. I think instructors are altering due dates for assignments, but
> mid-terms are likely more difficult. Hopefully instructors will post
> announcements in their courses to indicate any changes, so student see
> those as the system is back up.
> Next update is at midnight and I may not be awake for that!
> Andrea
>> [Wed. Jan. 30, 5:45pm update]
>> Hello,
>> The changes anticipated to be complete by 6:00pm are not complete. The
> revised finish time is estimated for between 10:00pm and midnight,
> followed by a verification process.
>> The Waterloo LEARN system remains inaccessible during this time. Access
> to
>> the barely responsive system created many more problems for our faculty
> and students (long wait times to access the system, if at all,
>> interruptions to most course functions making those functions unusable,
> inability to access files, etc.).
>> We expect the next update at about 10pm. At this time the system has
> for
>> 27 hours. We will be seeking detailed explanations from D2L, as well as
> their actions to prevent this from happening again.
>> Andrea
>>> [Wed. Jan. 30, 3:30pm update]
>>> Hello,
>>> The message from D2L remains the same, that the expected up-time is
> 6pm.
>> Thanks to Pat Lafranier for enlisting the help of Jonathan Woodcock to
>> put
>>> for now a "Help with LEARN" button on the pathways pages on the
> Waterloo
>> website, to point to our LEARN update page, maintained by Daspina
>> Fefekos.
>>> https://uwaterloo.ca/learn-help/
>>> Our next update from D2L is expected at 6pm and I will send a message
>> again then.
>>> Andrea
>>>> [Wed. Jan. 30, 12:30pm update]
>>>> (Apologies if you receive a second copy of this message. There
> appeared
>>> to
>>>> be a problem when I sent it the first time, and I want to make sure it
>>> gets out.)
>>>> Hello all,
>>>> I'm afraid the news is not good. D2L reports that they have received
>> new
>>> devices at the hosted site, to fix the problem. There were to be
>> configuration changes expected to finish at noon which have not
>>> completed.
>>>> They expect it to be completed by 6pm ET, which seems to imply that is
>>> when we will be back up. Our next update from D2L will be at 3:00pm.
>> Unless we hear anything more before then, that will be the time of our
> next update.
>>>> Andrea
>>>>> Hello everyone,
>>>>> We asked D2L to redirect our site to a page that says the system is
>>>> unavailable. We have not had an update since the message at 8:07am, so
>>> still anticipate the system to be back by noon. We have asked that the
>> redirect page provide updated information, but cannot guarantee it.
>>>>> We will let you know as more information comes in.
>>>>> Andrea
>>>>>> Hello,
>>>>>> We have heard from Desire2Learn (8:07am) and have done some testing
>> of
>>>>> our
>>>>>> own. According to D2L, they have "partially implemented" their
>>>> solution.
>>>>> They caution that some sites may still see impacts. They "anticipate
>>>> steady improvement to normal performance" by noon today.
>>>>>> From our tests, Waterloo LEARN seems to be very slow for login and
>> for
>>>>> accessing files. (At about 7am it was performing well, but is not
>> now.)
>>>>>> We will keep you apprised as we hear more. Our sincere apologies for
>>>>> this
>>>>>> significant interruption. We will be pursuing detailed explanations
>>>> from
>>>>> D2L.
>>>>>> Regards,
>>>>>> Andrea

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