News : ITS : University of Sussex

Login and file access problems

Posted: Thu 27 Aug 2015, 8:57am.

Some staff are experiencing problems logging in this morning. IT Services are investigating the problem and will issue an update in the next 30 minutes. We apologise for any inconvenience this is causing.

UPDATE: 27 Aug 2015 - 9:37am

Some staff are not able to login and have the message ‘The group policy client service failed the logon. Access denied’. ITS have identified this as a known Windows issue and hope to have a resolution in the near future. We will update you on the progress within the next 30 minutes. Once again we apologise for the inconvenience this is causing.

UPDATE: 27 Aug 2015 - 10:30am

After further investigations, ITS have identified the problem and are working on a fix, which we are currently testing. If tests are successful we will apply it to Staff who have the issue. Thank you for your continued patience.

UPDATE: 27 Aug 2015 - 11:55am

IT Services are now in the process of automatically resolving the log in problems that some staff and students have experienced this morning.

Logs are being scanned to discover who is affected and so far a small percentage of users who are experiencing the issue have been identified. The next phase will be to apply an automatic fix and finally we will apply a fix to all staff and student profiles to ensure that they will not be affected by this problem at a later date.

UPDATE: 27 Aug 2015 - 2:07pm

We have been able to now fix several people's login problems manually and hope to switch over to the automated fix very soon.

We understand that this has been immensely frustrating for those affected and we appreciate your patience.

UPDATE: 27 Aug 2015 - 5:00pm

Login problems are now being addressed automatically but on an individual basis and the processes are a significant way through the list of those identified as being affected. This means that a few staff and students will currently remain unable to login, however the process will continue overnight and it is anticipated that the error will have been completely resolved by tomorrow morning.

UPDATE: 28 Aug 2015 - 8:59am

Some staff and students are still continuing to experience problems logging in this morning. We have identified the group of people with difficulties and we will be working systematically through them with an automated process. However, if you have an urgent need please contact the helpdesk by calling 8090 from an internal line and we can fix the issue manually.

UPDATE: 28 Aug 2015 - 5:01pm

We have implemented an automated process which is picking up failed logins and then correcting them. Each cycle lasts a few minutes. If you are experiencing problems logging in, please wait ten minutes after the failed login attempt, after which the problem should have been picked up and resolved.

If you have two failed logins in a row, please contact the IT Service Desk on 8090 (staffed 9am to 5:30pm Monday to Friday). Please note that we are operating a reduced service from 12noon - 5pm on Monday 31st August.

UPDATE: 8 Sep 2015 - 5:03pm

We're still working to fix login and file access problems affecting students and staff in the last few weeks. We've been taking action to resolve several issues related to the storage systems at Sussex where files and settings are saved.

Settings and shortcuts
Following the login problems experienced in August, a number of staff had to re-add settings such as printers, favourites and desktop shortcuts. After you've re-added them, the details should subsequently be remembered but if you find they are still being forgotten when you log out, please contact us so we can investigate further.

Login performance
Some staff have continued to experience lengthy login delays of 20 minutes or longer in the last few days. We've been working to fix these problems but again, if you're still seeing a long delay, please let us know so we can fix the issue with your account.

Case sensitivity and permissions issues
There are still some issues remaining for Windows and Mac users. Windows connections to personal file space (N drive) and shared files (G drive) don't normally distinguish between upper and lower case letters but, following a recent update to the Sussex file storage system, file names are currently case-sensitive. A separate problem is affecting Mac users who are having temporary problems with file-access permissions. We're working with the suppliers of the file storage system to resolve these issues as soon as we can.

UPDATE: 10 Sep 2015 - 2:48pm

We will be making a change to the file storage systems on Tuesday 15 September to fix the remaining problems with logins and file access.

Work starts at 6.00am and will be complete by 9.00am although we will restore services earlier if we can. During the course of the work, staff and students may be temporarily unable to login or gain access to files but we will do our best to keep any disruption to a minimum.

Since an update to the file storage system in August, staff and students have experienced a number of related problems including the loss of settings and shortcuts, slow login performance and intermittent permission problems when attempting to open or save files. The faults have now been traced to a specific release of the file storage software and we will be moving to a different version in order to restore a functional service.

In the meantime, we're sorry for all the frustration this problem has been causing.

UPDATE: 15 Sep 2015 - 8:04am

We've been working this morning to try to fix the remaining problems with logins and file access.

Staff and students are currently unable to login or get access to files stored in personal file space (N drive) or group files (G drive).

We're sorry for the frustration and inconvenience this is causing and we're working to restore services as soon as we can.

Work started at 6.00am to change file storage software to a different version. Since an update to the file storage system in August, staff and students have experienced a number of related problems including the loss of settings and shortcuts, slow login performance and intermittent permission problems when attempting to open or save files. The faults have now been traced to a specific release of the file storage software and we are moving to a different version in order to restore a functional service.

UPDATE: 15 Sep 2015 - 8:50am

This morning's work to fix problems with logins and file access has been taking longer than expected to complete and staff and students are currently unable to login or get access to files.

Services should be available shortly after 9.00am and we'll confirm more information as soon as we can.

We're sorry for all the problems this is causing on the campus and we're working to restore services as soon as possible.

UPDATE: 15 Sep 2015 - 9:16am

This morning's work to fix problems with logins and file access has over-run and many staff and students are currently unable to login or get access.

It now looks likely that the affected services will not be working until later this morning, but should be available by around 11.00am.

We know this is causing a lot of disruption across the campus and we're working urgently with the providers of our file storage system to restore access as soon as we can.

Other services such as wi-fi, network and internet access, email are available as normal. Sussex websites, including Sussex Direct and Study Direct are also available although some functions, like online payments in Sussex Direct will not be available until later this morning.

UPDATE: 15 Sep 2015 - 10:41am

We're making progress towards restoring logins. Access to files and services is returning to normal and should be fully available by 11.00am.

We're sorry for all the disruption this morning. Maintenance work to fix problems with logins and file access overran, leaving many students and staff unable to login or get access to files. This has caused a lot of disruption across the campus and we've been working urgently with the providers of our file storage system to restore access as soon as we can.

UPDATE: 15 Sep 2015 - 11:17am

Staff and students should now be able to login to campus PCs and get access to files.

Many people were unable to use PCs between 8.00 and 11.00am this morning after maintenance work to fix recent login and file access issues ran into problems. This caused a lot of disruption across the campus and we've been working urgently with the suppliers of the file storage system to restore a functional service. Most people were able to login again by 11.00am.

However, the underlying faults affecting file systems in the last few weeks have not been resolved and, as a result, you may still encounter problems such as:

missing shortcuts and printers,
intermittent problems with access to N drives,
file permission issues when using Macs.

We're sorry for all the inconvenience these issues are causing. They are due to a recent update in the software on the file systems but following the problems with today's attempted resolution, we're working to establish the best way to fix all remaining issues as soon as we can.

UPDATE: 15 Sep 2015 - 2:49pm

Some staff and students have reported further problems logging on to campus PCs over lunchtime and early afternoon.

We've implemented a further fix just after 2.00pm to address this problem so if you've been having trouble logging in to campus computers or services such as Windows Remote, please try again now and you should be able to get in.

There have been a number of problems with logins and access to files since an update to our file storage systems in August. The suppliers of the system have been working with us to try to fix the issues but an attempt to resolve the problem earlier today left many staff and students unable to login between 8.00 and 11.00am.

We're sorry for the disruption the continuing issues are causing for staff and students. The suppliers will resolve the faults as soon as they can and we're also working to minimise the impact in the meantime.

UPDATE: 17 Sep 2015 - 11:32am

Further maintenance on file storage systems has been scheduled for Saturday 19 September, to fix issues with logins and file access before the start of teaching.

The suppliers of our file storage system will be working closely with us to migrate the platform to a different software version in order to address a number of outstanding problems including:

lengthy delays and difficulty logging in to Windows PCs
loss of settings and printers
problems using Office templates and macros
permission issues with Group files on Mac computers

Work will begin at 10.00am and should be complete by 2.00pm. Staff and students will be unable to login to campus PCs for at least part of this time but we'll do our best to keep any interruption as short as possible.

This update has proved particularly difficult to complete and an attempt earlier this week caused significant disruption. We're making every effort to ensure the process goes smoothly this time but if you're working on the campus on Saturday, please prepare for the possibility that you will not have access to files and may not be able to log in or out of Windows PCs for at least part of the day.

The fault we're working to fix is a bug in the software used in the central file systems. This system provides personal file space (N drive) and group files (G drive) but because the profiles used to log in to Windows PCs are stored in personal file space, the problems are also affecting logins.

Other services, including email, wi-fi, internet access and printing will not be affected by this work and should be available as normal. You will also be able to use Study Direct and Sussex Direct but although some pages may be unavailable for part of Saturday.

We're sorry for all the frustration this issue has caused in the last few weeks but we hope to have the service back to normal in time for next week.

UPDATE: 19 Sep 2015 - 9:54am

Maintenance work on file storage systems is under way and some services are not available while we complete the work.

Staff and students will be unable to login to campus PCs at the moment. Windows Remote is also temporarily unavailable along with remote apps used by Professional Services staff. Sussex Direct is also unavailable at the moment.

The operation is due to be complete by 2.00pm but you can check this page for updates on progress while the work is taking place.

Today's maintenance will address a number of problems which have occured since a software update to the University's file systems in August. The providers of the file storage software are working closely with us today to move systems to an earlier version which doesn't have the same issues.

UPDATE: 19 Sep 2015 - 1:46pm

Maintenance work on file storage systems is under way and some services are not available while we complete the work. The work involved is complex and is taking longer to complete than originally estimated. It is likely to be several more hours before we can restore access to files but we're doing all we can to have services back to normal as soon as possible.

Staff and students will be unable to login to campus PCs at the moment. Windows Remote is also temporarily unavailable along with remote apps used by Professional Services staff.

There is a separate problem with Sussex Direct which staff and students are currently unable to use. We're working to fix that as soon as possible but in the meantime, students can check timetables for next week using the Sussex Mobile app:

UPDATE: 19 Sep 2015 - 6:02pm

Maintenance work on file storage systems is still progressing but the process is taking much longer than expected. We know that staff and students have been unable to login to campus PCs and Windows Remote all day and we're doing everything we can to have services back to normal as soon as possible.

We're still hoping to be able to restore access this evening and will provide a more accurate indication as soon as we can.

The providers of the file storage software are working with us to fix the login and access problems which have been so disruptive over the last few weeks. The problems resulted from a software update in August. This was a recommended and routine update to the system but contained a previously unidentified bug which produced a series of issues for users of Sussex systems.

UPDATE: 19 Sep 2015 - 8:19pm

Despite our best efforts, file storage systems are still not available and work is continuing into Sunday.

With file systems offline, other services have also been affected:

most staff and students are unable to login to campus PCs
Sussex Direct has been available only intermittently during the weekend
there are some problems with sending and receiving email

We're close to completing the operation but there are a few remaining issues which must be fixed before systems can be made available and which require specialist attention from the providers of the file system.

The system providers are working with us to fix login and access problems which have been so disruptive over the last few weeks. The problems resulted from a software update in August. This was a recommended and routine update to the system but contained a previously unidentified bug which produced a series of issues for users of Sussex systems.

The ongoing disruption just before the start of teaching is causing inconvenience for both students and staff and we're doing everything possible to restore a fully working service as soon as we can.

Please check this page for further updates during today and details of when we expect to be able to bring services back online.

UPDATE: 20 Sep 2015 - 12:04pm

File storage systems are still not available but work continues and we're doing everything we can to have services back online as soon as possible. Based on current progress, we hope to start returning services late this afternoon, Sunday 20 September.

While file systems are offline, a number of other services have also been affected which we expect to be working again later today:

most staff and students are currently unable to login to campus PCs
Sussex Direct has been available only intermittently during the weekend
there are some problems with sending and receiving email

The ongoing disruption just before the start of teaching is causing inconvenience for both students and staff and we're doing everything possible to restore a fully working service as soon as we can.

Please check this page for further updates during today.

UPDATE: 20 Sep 2015 - 3:58pm

We're starting to restore services after the long maintenance period this weekend. A number of services have been offline or only intermittently available since Friday evening while we worked to correct a fault with file systems.

It's not yet possible to login to campus PCs or reach home and group files in the normal ways but we're nearly there.

More updates to follow shortly.

UPDATE: 20 Sep 2015 - 5:54pm

Most services are now returning to normal after the long maintenance outage this weekend. Students and staff can now log back in to campus PCs and get access to files stored in personal file space (N drives) and group shares (G drives).

Logins are available as normal but it's possible the settings on some accounts will need to be reset manually. If you or your staff still experience strange behaviour when logging in, please contact us using the red button on our home page and we'll fix your login as soon as we can.

We know the issues of the last few weeks and the long maintenance period have caused a lot of inconvenience for students and staff and we're sorry for all the disruption you've endured. The issues which resulted from a routine summer upgrade to the file system were not foreseen by the providers of the system and have proved extremely difficult to fix. But the suppliers have been working closely with us all weekend to restore a fully working service in time for the start of teaching.

A series of other systems will have been affected by the lengthy maintenance outage and over the next few days, we will be working through a list of services to check and fix any remaining faults.

UPDATE: 21 Sep 2015 - 10:02am

Services are running well this morning after the long maintenance outage this weekend. Students and staff can now log back in to campus PCs and get access to files stored in personal file space (N drives) and group shares (G drives).

Logins are available as normal but if you have problems, please try rebooting your PC. This is fixing the majority of cases but if you've tried that and are still having trouble, please contact us using the red button on our home page.

If you've been using a local login provided by IT Services in the last few weeks, you should now switch back to logging in with your normal username and password to make sure you can get access as expected.

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