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Help Desk
News & Alerts Archive
This page contains technology related news and alerts, including outages and system messages affecting students and faculty for past months.
Affected Service: Network Traffic in Frasch Hall
Date Discovered: 3/26/2012 8:05 a.m. EST
Date Resolved: 3/26/2012 8:45 a.m. EST
Affected Audience: Faculty, Staff, Students
Description: Network access was not available due to an extended loss of building power. Access to desktop computers, phones, and wireless were unavailable during this outage.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 3/23/2012 7:13 a.m. EST
Date Resolved: 3/23/2012 7:22 a.m. EST
Affected Audience: Faculty, Staff
Description: Some Staff/Faculty Zimbra email accounts experienced a brief service interruption and were not able to login to their accounts during this time. No mail was lost during this interruption.
Affected Service: Dropbox
Date Discovered: 3/22/2012 7:05 p.m. EST
Date Resolved: 3/22/2012 7:29 p.m. EST
Affected Audience: Students, Faculty
Description: The Dropbox experienced technical issues during this time. Some users may have received an error message after clicking the Upload button and therefore were unable to submit files during this time.
Affected Service: Course Bulletin Board
Date Discovered: 3/17/2012 9:00 a.m. EST
Date Resolved: 3/17/2012 9:19 a.m. EST
Affected Audience: Students, Faculty
Description: Students and Faculty were unable to access the Course Bulletin Boards during this time.
Affected Service: Student Union
Date Discovered: 2/26/2012 2:30 p.m. EST
Date Resolved: 2/26/2012 7:17 p.m. EST
Affected Audience: Students, Faculty
Description: Faculty and Students attempting to access Student Union received an incorrect login error message, preventing them from accessing Student Union during this time.
Affected Service: Franklin University Call Center and Help Desk Phone Lines
Date Discovered: 2/3/2012 8:20 a.m. EST
Date Resolved: 2/3/2012 10:30 a.m. EST
Affected Audience: Students, Faculty, Staff, Other
Description: The main Franklin University phone number (614.797.4700) as well as the Help Desk phone number (614.947.6222), were not allowing some external calls to come through the phone queue. Some calls may have experienced a recording saying “all circuits are busy” which was caused by technical issues our provider was experiencing during this time.
Affected Service: Franklin Help Desk, Library, and Inquiry Live Chat Service
Date Discovered: 1/31/2012 8:38 a.m. EST
Date Resolved: 1/31/2012 9:15 a.m. EST
Affected Audience: Students, Faculty, Staff
Description: The Franklin Help Desk, Library, and Inquiry Live Chat Services available through chat live links were not queuing inquiries to staff members during this time. As a result, the Chat Services were only functioning as an email inquiry method rather than allowing the user to chat during this time.
Affected Service: Course Bulletin Board
Date Discovered: 1/29/2012 8:40 p.m. EST
Date Resolved: 1/29/2012 9:05 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: Students and Faculty were unable to access the Course Bulletin Boards during this time.
Affected Service: www.franklin.edu sites
Date Discovered: 1/21/2012 11:35 a.m. EST
Date Resolved: 1/21/2012 11:37 a.m. EST
Affected Audience: Students, Faculty, Staff, Other
Description: The main website experienced technical difficulties and was not redirecting some pages to the correct path during this time.
Affected Service: University Phone System – Call Center and Help Desk
Date Discovered: 1/20/2012 5:30 p.m. EST
Date Resolved: 1/20/2012 7:08 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: There was a problem with the phone queues, managing calls for the Call Center and Help Desk which resulted in phone calls being directed to voicemail during this time.
Affected Service: FranklinLive! Console
Date Discovered: 1/18/2012 1:10 a.m. EST
Date Resolved: 1/23/2012 4:00 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: Our FranklinLive! Console experienced technical difficulties and as a result, stand-alone room could not be added or modified during this time. The course rooms were not affected.
Affected Service: FranklinLive!
Date Discovered: 1/18/2012 6:28 p.m. EST
Date Resolved: 1/18/2012 7:30 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: FranklinLive! experienced technical difficulties and was not accessible to students, faculty, and staff from within a course or as a stand-alone room during this time.
Affected Service: myFranklin login, Shortcuts in myFranklin, Franklin IM Service
Date Discovered: 1/18/2012 6:28 p.m. EST
Date Resolved: 1/19/2012 12:30 a.m. EST
Affected Audience: Students, Faculty, Staff
Description: There were intermittent login issues with these services during this time, making them inaccessible at times.
Affected Service: Franklin Help Desk Live Chat Service
Date Discovered: 1/10/2012 8:41 a.m. EST
Date Resolved: 1/10/2012 8:59 a.m. EST
Affected Audience: Students, Faculty, Staff
Description: The Franklin Help Desk Live Chat Service available through myFranklin was not queuing inquiries to technicians during this time. As a result, the Help Desk Chat Services was only functioning as an email inquiry method rather than allowing the user to chat with a tech during this time.
Affected Service: FranklinLive!
Date Discovered: 1/5/2012 12:45 p.m. EST
Date Resolved: 1/5/2012 12:55 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: FranklinLive! experienced technical difficulties and was not accessible to students, faculty, and staff from within a course or as a stand-alone room during this time.
Affected Services: Course Bulletin Board
Date Discovered: 12/26/2011 2:47 a.m.
Date Resolved: 12/26/2011 2:57 a.m.
Affected Audience: Students, Faculty
Description: Students and Faculty were unable to access the Bulletin Board during this time.
Affected Service: Wireless Network at Main Campus
Date Discovered: 12/16/2011 9:57 a.m. EST
Date Resolved: 12/16/2011 10:18 a.m. EST
Affected Audience: Students, Staff, Faculty
Description: Users would not able to connect to the Main Campus Franklin wireless system during this time.
Affected Service: Wireless Network at Main Campus
Date Discovered: 12/10/2011 9:07 a.m. EST
Date Resolved: 12/10/2011 9:38 a.m. EST
Affected Audience: Students, Staff, Faculty
Description: Users would not able to connect to the Main Campus Franklin wireless system during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 12/6/2011 12:02 a.m. EST
Date Resolved: 12/7/2011 11:10 a.m. EST
Affected Audience: Faculty, Staff
Description: Staff and Faculty Zimbra email accounts may have experienced a delay in email delivery during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 11/29/2011 10:09 a.m. EST
Date Resolved: 11/29/2011 10:12 a.m. EST
Affected Audience: Faculty, Staff
Description: Faculty and Staff were receiving an error message when attempting to send an email. All emails were saved to the Drafts folder and were able to be sent when the service was restored.
Affected Service: myFranklin
Date Discovered: 11/18/2011 9:40 p.m. EST
Date Resolved: 11/19/2011 5:40 a.m. EST
Affected Audience: Student, Faculty, Staff
Description: Students, Faculty, and Staff were unable to login to myFranklin and access courses during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 11/15/2011 12:55 p.m. EST
Date Resolved: 11/15/2011 1:00 p.m. EST
Affected Audience: Faculty, Staff
Description: Faculty and Staff were receiving an error message when attempting to send an email to a non-Franklin email address. All emails were saved to the Drafts folder and able to re-send when the service was restored.
Affected Service: Staff/Faculty and Student Zimbra Email
Date Discovered: 11/13/2011 6:45 p.m. EST
Date Resolved: 11/13/2011 8:00 p.m. EST
Affected Audience: Faculty, Staff, Students
Description: Some users may have received a “502 Bad Gateway” error message when attempting to access Zimbra preventing them from accessing their email accounts during this time. No mail was lost during this time frame.
Affected Service: Testing.franklin.edu
Date Discovered: 11/13/2011 6:28 p.m. EST
Date Resolved: 11/13/2011 7:45 p.m. EST
Affected Audience: Faculty, Students
Description: Our testing site, https://testing.franklin.edu, was not accessible during this time. Students were not able to login and access exams, until the site was restored.
Affected Service: Faculty/Staff and Student Zimbra Email
Date Discovered: 11/11/2011 9:42 a.m. EST
Date Resolved: 11/11/2011 10:00 a.m. EST
Affected Audience: Student, Faculty, Staff
Description: Faculty, Staff, and Students were receiving an error message when attempting to send an email to a non-Franklin email address.
Affected Service: Student Union
Date Discovered: 11/7/2011 9:42 a.m. EST
Date Resolved: 11/7/2011 10:30 a.m. EST
Affected Audience: Student, Faculty
Description: Faculty and Students attempting to access Student Union received an incorrect login error message, preventing them from accessing Student Union during this time.
Affected Service: myFranklin and Zimbra Email
Date Discovered: 11/6/2011 5:00 a.m. EST
Date Resolved: 11/6/2011 9:00 a.m. EST
Affected Audience: Student, Faculty, Staff
Description: Students, Faculty, and Staff attempting to login to myFranklin or email received an incorrect login error message, preventing them from accessing myFranklin, courses, and the Franklin email system during this time frame.
Affected Service: FranklinLive! rooms, Student Instant Messenger, Course Chat rooms
Date Discovered: 11/4/2011 8:00 a.m. EDT
Date Resolved: 11/4/2011 3:40 p.m. EDT
Affected Audience: Student, Faculty, Staff
Description: The following services were not accessible during this time: FranklinLive!, Student Instant Messenger, and Course Chat rooms. Upon entering the myFranklin portal, users would have received an message saying, they had been disconnected from instant messenger, however, clicking OK in the message box allowed all users to navigate to courses and other functions in myFranklin, with the exception of FranklinLive!, instant messenger, and Chatroom functions.
Affected Service: Graduate Success Prep (GSP)
Date Discovered: 10/19/2011 5:35 p.m. EST
Date Resolved: 10/21/2011 11:40 a.m. EST
Affected Audience: Faculty, Graduate Student
Description: Graduate Success Prep (GSP), a multimedia application used by our graduate students, experienced technical issues during this time. Faculty and Students were not able to access the application and were unable to complete modules during this time.
Affected Service: Dropbox
Date Discovered: 10/12/2011 8:45 a.m. EST
Date Resolved: 10/12/2011 11:00 a.m. EST
Affected Audience: Faculty, Student
Description: The Dropbox experienced technical issues during this time. Some users may have received an error message after clicking the Upload button and therefore were unable to submit files during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 9/27/2011 11:07 a.m. EST
Date Resolved: 9/27/2011 11:15 a.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email accounts experienced a brief service interruption and were not able to login to their accounts during this time. No mail was lost during this interruption.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 9/27/2011 6:15 a.m. EST
Date Resolved: 9/27/2011 7:04 a.m. EST
Affected Audience: Faculty, Staff
Description: Some Staff/Faculty Zimbra email accounts experienced a brief service interruption and were not able to login to their accounts during this time. No mail was lost during this interruption.
Affected Services: Delaware Campus Network and Phones
Date Discovered: 9/21/2011 2:58 p.m.
Date Resolved: 9/22/2011 11:00 a.m.
Affected Audience: Students, Faculty, Staff
Description: Due to a water leak at the Delaware campus, all network services were down at that location during this time. This affected the internet, staff systems, and the phones at Delaware.
Affected Services: University Main Phone Number
Date Discovered: 9/16/2011 7:30 a.m.
Date Resolved: 9/16/2011 8:05 a.m.
Affected Audience: Students, Staff, Faculty
Description: The main University phone numbers were not functioning properly during this time. Anyone calling 614.797.4700 or 1.877.341.6300 may have experienced long hold times or was routed directly to Voicemail.
Affected Services: Course Bulletin Board
Date Discovered: 9/12/2011 2:05 p.m.
Date Resolved: 9/12/2011 2:27 p.m.
Affected Audience: Students, Faculty
Description: Students and Faculty were unable to access the Bulletin Board during this time.
Affected Service: Student Zimbra Email
Date Discovered: 9/5/2011 9:30 a.m. EST
Date Resolved: 9/5/2011 10:15 a.m. EST
Affected Audience: Student
Description: The Student email system was not sending emails to non-Franklin email addresses. No mail was lost during this interruption, but may have been delayed due to the technical issues our server experienced during this time.
Affected Service: myFranklin
Date Discovered: 9/1/2011 12:07 p.m. EST
Date Resolved: 9/1/2011 12:25 p.m. EST
Affected Audience: Faculty, Student, Staff
Description: The myFranklin database experienced technical issues and as a result users entering myFranklin were immediately receiving an expired time out error message during this time.
Affected Service: Training.franklin.edu
Date Discovered: 8/31/2011 1:20 p.m. EST
Date Resolved: 8/31/2011 7:30 p.m. EST
Affected Audience: Faculty, Staff
Description: The training server which is on https://training.franklin.edu was not accessible during this time.
Affected Service: Training.franklin.edu
Date Discovered: 8/18/2011 1:15 p.m. EST
Date Resolved: 8/18/2011 1:25 p.m. EST
Affected Audience: Faculty, Staff
Description: The training server which is on https://training.franklin.edu was not accessible during this time.
Affected Service: Dropbox
Date Discovered: 8/6/2011 8:00 p.m. EST
Date Resolved: 8/6/2011 11:00 p.m. EST
Affected Audience: Faculty, Students
Description: The Dropbox application experienced technical issues. Students and Faculty were unable to download or upload to the course Dropbox during this time.
Affected Service: Student Union
Date Discovered: 7/31/2011 4:04 p.m. EST
Date Resolved: 7/31/2011 11:37 p.m. EST
Affected Audience: Faculty, Students
Description: Student Union experienced technical issues during this time. When trying to login to Student Union, users were receiving an error that said, "We're sorry but a serious error has occurred in the system."
Affected Service: lab.franklin.edu
Date Discovered: 7/31/2011 2:10 p.m. EST
Date Resolved: 7/31/2011 10:05 p.m. EST
Affected Audience: CS Students
Description: lab.franklin.edu experienced issues from 2:10 p.m. – 3:18 p.m. and again from 9:45 p.m. – 10:05 p.m. During these times, students were able to launch the desktop in lab.franklin.edu, but were not able to log into the Windows XP screen to complete the required assignments.
Affected Service: Student Zimbra Email
Date Discovered: 7/12/2011 3:50 p.m. EST
Date Resolved: 7/12/2011 5:22 p.m. EST
Affected Audience: Student
Description: When attempting to send email, students were receiving an error message that said, "Server slow to respond error." Email from students to non-Franklin email addresses were being delivered, but may have been delayed due to the technical issues our server experienced during this time. No mail was lost during this interruption.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 7/6/2011 9:52 a.m. EST
Date Resolved: 7/6/2011 10:44 a.m. EST
Affected Audience: Faculty, Staff
Description: Some Staff/Faculty Zimbra email accounts experienced a brief service interruption and were not able to login to their accounts during this time. No mail was lost during this interruption.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 6/27/2011 10:59 a.m. EST
Date Resolved: 6/27/2011 11:00 a.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email experienced a brief service interruption. Staff and Faculty members were not able to login to their accounts during this time. No mail was lost during this interruption.
Affected Service: myFranklin, www.franklin.edu & Franklin Instant Message (Chat Services)
Date Discovered: 6/20/2011 5:15 p.m. EST
Date Resolved: 6/20/2011 5:30 p.m. EST
Affected Audience: Faculty, Staff, Student
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time. Additionally, the myFranklin portal, as well our main www.franklin.edu pages were also affected during this time.
Affected Service: myFranklin, Course Bulletin Boards & Franklin Instant Messenger
Date Discovered: 6/13/2011 6:23 p.m. EST
Date Resolved: 6/13/2011 6:25 p.m. EST
Affected Audience: Faculty, Staff
Description: There was a brief service interruption that affected several systems. The myFranklin portal, Course Bulletin Boards, and Franklin IM were not accessible during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 6/13/2011 1:25 p.m. EST
Date Resolved: 6/13/2011 1:30 p.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email experienced a brief service interruption. Staff and Faculty members were not able to login to their accounts during this time. No mail was lost during this interruption.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 6/10/2011 11:08 a.m. EST
Date Resolved: 6/10/2011 11:25 a.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email experienced technical issues. Some Staff and Faculty members were receiving a “502 Bad Gateway” error message when attempting to login during this time. No mail was lost during this time.
Affected Service: myFranklin
Date Discovered: 6/10/2011 2:35 a.m. EST
Date Resolved: 6/10/2011 3:49 a.m. EST
Affected Audience: Faculty, Staff, Student
Description: The myFranklin portal experienced technical issues. Faculty, Staff, and Students were unable to access myFranklin during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 6/9/2011 5:20 p.m. EST
Date Resolved: 6/9/2011 5:27 p.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email experienced technical issues. Staff and Faculty were unable to login during this time. No mail was lost during this time.
Affected Service:Franklin Instant Message (Chat Services)
Date Discovered: 6/7/2011 2:36 p.m. EST
Date Resolved: 6/7/2011 2:38 p.m. EST
Affected Audience: Faculty, Staff, Student
Description:Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 6/7/2011 4:00 a.m. EST
Date Resolved: 6/7/2011 2:50 p.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email experienced technical issues. Several Staff and Faculty email accounts were not functioning during this time. No mail was lost during this time.
Affected Service: FranklinLive!
Date Discovered: 5/26/2011 8:13 p.m. EST
Date Resolved: 5/26/2011 9:09 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: FranklinLive! experienced technical difficulties and was not accessible to students, faculty, and staff from within a course or as a stand-alone room during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 5/12/2011 8:16 a.m. EST
Date Resolved: 5/12/2011 8:34 a.m. EST
Affected Audience: Faculty, Staff
Description: Staff/Faculty Zimbra email experienced technical issues. Staff and Faculty users received a “502 Bad Gateway” error message when attempting to login during this time.
Affected Service: Student Zimbra Email
Date Discovered: 4/12/2011 4:25 p.m. EST
Date Resolved: 4/12/2011 4:50 p.m. EST
Affected Audience: Students, Faculty, Staff
Description: Student email experienced technical issues. During this incident, student email was not being delivered to the intended recipient(s). All email was queued and once the problem was resolved, all mail was delivered. Please note that the email arrival time stamp may have appeared later than the actual email was originally sent.
Affected Services: Student Union (http://union.franklin.edu)
Date Discovered: 4/10/2011 2:00 pm
Date Resolved: 4/10/2010 3:00 pm
Affected Audience: Faculty, Students
Description: Student Union (http://union.franklin.edu) experienced technical issues and was unavailable to students and faculty during this time.
Affected Service: Student Zimbra Email
Date Discovered: 4/9/2011 9:35 a.m. EST
Date Resolved: 4/9/2011 10:30 a.m. EST
Affected Audience: Students, Faculty, Staff
Description: Students experienced technical issues in the student Zimbra email system. During this outage, students received an error message when attempting to send email from student accounts and were unable to successfully send mail during this time.
Affected Service: Main Campus Wireless Login and Zimbra Email Login
Date Discovered: 3/22/2011 10:55 a.m. EST
Date Resolved: 3/22/2011 11:03 a.m. EST
Affected Audience: Faculty, Staff, Students
Description:There was a brief issue with some student, staff, and faculty logins. During this time users were unable to login to some systems, such as the Main Campus Wireless access and Zimbra email systems.
Affected Service: Student Zimbra Email
Date Discovered: 3/15/2011 8:05 a.m. EST
Date Resolved: 3/15/2011 4:15 p.m. EST
Affected Audience: Faculty, Students
Description: The student Zimbra email system experienced intermittent technical issues during this time frame. Students were unable to send or receive emails during some periods of this outage.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 3/10/2011 11:40 a.m. EST
Date Resolved: 3/10/2011 11:53 a.m. EST
Affected Audience: Faculty, Students
Description: Staff/Faculty Zimbra experienced technical issues. Staff and Faculty users received an error message of "Send Failure" when attempting to send an email during this time.
Affected Service: Student Zimbra Email
Date Discovered: 3/8/2011 6:15 p.m. EST
Date Resolved: 3/8/2011 6:16 p.m. EST
Affected Audience: Faculty, Students
Description: An error caused a brief outage to the student Zimbra email system. This did not affect students who were already logged into their accounts but some students who attempted to login during this time would have received an error message.
Affected Service: Student Zimbra Email
Date Discovered: 3/2/2011 12:45 p.m. EST
Date Resolved: 3/2/2011 1:00 p.m. EST
Affected Audience: Faculty, Students
Description: Some students experienced technical issues in the student Zimbra email system and were unable to successfully send mail during this time.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 3/1/2011 4:00 p.m.
Date Resolved: 3/1/2011 4:15 p.m.
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra email experienced technical issues during this time frame. Staff and Faculty were not able to login to the system during this time. This technical issue did not have an impact on the delivery of mail.
Affected Services: Course Bulletin Board and Dropbox
Date Discovered: 3/1/2011 8:15 a.m.
Date Resolved: 3/1/2011 2:00 p.m.
Affected Audience: Students, Faculty
Description: Students and Faculty were unable to access the Bulletin Board and Dropbox when using Internet Explorer. As a temporary solution, students and faculty were directed to use the Mozilla Firefox browser as an alternative solution during this time.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 2/15/2011 9:45 a.m.
Date Resolved: 2/15/2010 11:56 a.m.
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin Instant Messenger client. As a result, the Help Desk, Library, and Inquiry chat services on our webpages were not available during this time.
Affected Services: Franklin Main Webpages (www.franklin.edu)
Date Discovered: 2/16/2011 9:18 a.m.
Date Resolved: 2/16/2010 10:00 a.m.
Affected Audience: Students, Staff, Faculty
Description: The www.franklin.edu webpages were not showing the left hand side navigation links during this time.
Affected Services: Wireless and On Campus Network Login
Date Discovered: 2/24/2011 9:23 a.m.
Date Resolved: 2/24/2010 9:25 a.m.
Affected Audience: Students, Staff, Faculty on campus
Description: Franklin users were unable to access the wireless network from the Columbus Main campus as well as the Indianapolis campus. Some students may have also experienced login errors when attempting to access computers on campus during this time.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 2/24/2011 2:15 p.m.
Date Resolved: 2/24/2010 2:35 p.m.
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra email experienced technical issues during this time frame. Staff and Faculty were not able to login to the system during this time. This technical issue did not have an impact on the delivery of mail.
Affected Services: University Phone Queues
Date Discovered: 2/24/2011 2:15 p.m.
Date Resolved: 2/25/2010 9:49 a.m.
Affected Audience: Staff, Faculty, Student
Description: A brief phone outage was experienced on 2/24/2011 from 2:15 p.m. to 2:35 p.m. and again on 2/25/2011 from 9:40 a.m. to 9:49 a.m. Phone calls made to the University were not coming through during this time. Callers may have been disconnected or received a failed message if they attempted to call during this time.
Affected Services: myFranklin, Zimbra Email, Instant Messenger, and all other services that require a login.
Date Discovered: 1/25/2011 9:05 a.m.
Date Resolved: 1/25/2011 10:00 a.m.
Audience Affected: Faculty, Staff, Student
Description: Any Franklin University system and/or service that require a login were not accessible during this time. Students, Staff, and Faculty received an error stating their username and password was invalid. Some examples of the systems affected were, myFranklin, Zimbra Email, Colleague/Datatel, as well as other Franklin University sites and services.
Affected Services: Course Chatroom and myFranklin Instant Messaging
Date Discovered: 1/13/2011 6:15 p.m.
Date Resolved: 1/13/2011 8:25 p.m.
Audience Affected: Faculty, Student
Description: The Course Chatroom and the Instant Messenger feature within the courses was not accessible during this time.
Affected Services: FranklinLive!
Date Discovered: 1/6/2011 5:20 p.m.
Date Resolved: 1/6/2011 5:40 p.m.
Affected Audience: Students, Staff, Faculty
Description: FranklinLive! was not available within the courses or as a stand alone session during this time.
Affected Service: Bulletin Board
Date Discovered: 12/15/2010 8:15 a.m.
Date Resolved: 12/15/2010 11:33 a.m.
Affected Audience: Faculty, Students
Description: The course Bulletin Board experienced technical issues. Students and Faculty were unable upload files as attachments to the Bulletin Board during this time.
Affected Service: Drop Box
Date Discovered: 12/5/2010 2:36 p.m. EST
Date Resolved: 12/5/2010 3:11 p.m. EST
Affected Audience: Faculty, Students
Description: The course Drop Box experienced technical difficulties. Students and Faculty received an error message when attempting to submit uploaded files to the Drop Box during this time.
Affected Service: Bulletin Board
Date Discovered: 11/24/2010 4:15 p.m. EST
Date Resolved: 11/24/2010 10:00 p.m. EST
Affected Audience: Faculty, Students
Description: The course Bulletin Board experienced technical issues. Students and Faculty were unable to login and access the Bulletin Board during this time.
Affected Service: Dropbox
Date Discovered: 11/22/2010 7:50 a.m. EST
Date Resolved: 11/22/2010 11:40 a.m. EST
Affected Audience: Faculty, Students
Description: The Help Desk started receiving reports of the Dropbox not working after hours at, 10:05 p.m. on November 21. The problem was immediately reported the following morning and was resolved by the noted time above. During this time, Students and Faculty were unable to access the Dropbox.
Affected Service: Einstein Server (cs.franklin.edu)
Date Discovered: 11/16/2010 9:10 a.m. EST
Date Resolved: 11/16/2010 9:54 a.m. EST
Affected Audience: Faculty, Students
Description: The Codd and Einstein server (cs.franklin.edu) experienced technical issues. Students and Faculty were unable to connect to the server or access webpages on cs.franklin.edu during this time.
Affected Service: Student Zimbra Email
Date Discovered: 10/26/2010 3:50 p.m. EST
Date Resolved: 10/28/2010 10:37 a.m. EST
Affected Audience: Students
Description: Student email experienced technical problems and was not accessible during the following dates and times:
October 26, between 3:50 p.m. to 3:55 p.m.
October 27, between 10:55 a.m. to 11:00 a.m.
October 28, between 8:32 a.m. to 10:37 a.m.
These were related outages which were ultimately resolved on October 28, 2010, at 10:37 a.m. EST.
Affected Service: Drop Box
Date Discovered: 10/24/2010 6:25 p.m. EST
Date Resolved: 10/24/2010 11:00 p.m. EST
Affected Audience: Faculty, Students
Description: The course Drop Box experienced technical issues. Students and Faculty were unable to access the Drop Box during this time.
Affected Service: Bulletin Board
Date Discovered: 10/24/2010 4:45 p.m. EST
Date Resolved: 10/24/2010 5:20 p.m. EST
Affected Audience: Faculty, Students
Description: The course Bulletin Board experienced loading issues. Students and Faculty were unable to access the Bulletin Board during this time.
Affected Service: Student Zimbra Email
Date Discovered: 10/23/2010 10:00 a.m. EST
Date Resolved: 10/23/2010 10:40 p.m. EST
Affected Audience: Faculty, Students
Description: Some students may have received an error message saying, "A network error has occurred" when attempting to send email out of their Zimbra accounts during this time. Email was being delivered into accounts and no mail was lost during this outage.
Affected Service: Einstein Server (cs.franklin.edu)
Date Discovered: 10/19/2010 11:24 a.m. EST
Date Resolved: 10/19/2010 1:28 p.m. EST
Affected Audience: Faculty, Students
Description: The Einstein server (cs.franklin.edu) experienced technical issues. Students and Faculty were unable to connect to the server or access webpages on cs.franklin.edu during this time.
Affected Service: Whiteboard
Date Discovered: 10/15/2010 9:15 a.m. EST
Date Resolved: 10/15/2010 9:30 a.m. EST
Affected Audience: Faculty, Students
Description: The Whiteboard within the courses was not loading. Students and Faculty were not able to access the Whiteboard during this time.
Affected Service: Bulletin Board
Date Discovered: 10/3/2010 6:00 p.m. EST
Date Resolved: 10/4/2010 12:30 a.m. EST
Affected Audience: Faculty, Students
Description: Between the hours of 6:00 p.m. – 6:30 p.m. and again from 8:15 p.m. – 12:30 a.m. the following day, the course Bulletin Board experienced technical issues. Students and Faculty may have experienced the page not loading, database errors, or reply posts not saving.
Affected Service: Course Bulletin Board
Date Discovered: 9/30/2010 8:00 p.m.
Date Resolved: 9/30/2010 11:55 p.m.
Affected Audience: Faculty, Students
Description:The course Bulletin Board experienced intermittent technical issues during this time. Some symptoms students and faculty may have experienced included, page not loading or reply posts not saving.
Affected Services: Course Bulletin Board
Date Discovered: 9/27/2010 6:50 p.m.
Date Resolved: 9/27/2010 9:27 p.m.
Affected Audience: Students, Faculty
Description: The course Bulletin Board experienced intermittent technical issues during this time. Some symptoms students and faculty may have experienced included, page not loading, a database error, or reply posts not saving.
Affected Services: Drop Box
Date Discovered: 9/26/2010 10:00 a.m.
Date Resolved: 9/26/2010 2:37 p.m.
Affected Audience: Students, Faculty
Description: The course Drop Box experienced intermittent issues. Affected students and Faculty were unable to access the Drop Box during this time.
Affected Services: Network/Phones
Date Discovered: 9/24/2010 1:15 p.m.
Date Resolved: 9/24/2010 1:30 p.m.
Affected Audience: Students, Faculty, Staff
Description: Franklin University’s main campus network experienced technical difficulties. The University phones and other internal network traffic were not functioning during this time.
Affected Services: FranklinLive! Recordings
Date Discovered: 9/13/2010 10:00 a.m.
Date Resolved: 9/17/2010 2:30 p.m.
Affected Audience: Students, Faculty
Description: FranklinLive! 9.7 sessions that were recorded between, 9/9/2010 - 9/12/2010 were not available in the courses during this time. All recorded sessions were restored and linked in the course webpages on September 17.
Affected Services: FranklinLive!
Date Discovered: 9/9/2010 6:20 p.m.
Date Resolved: 9/9/2010 7:41 p.m.
Affected Audience: Students, Staff, Faculty
Description: FranklinLive! was not available within the courses or as a stand alone session during this time.
Affected Services: Course Chatroom (Transcripts)
Date Discovered: 8/30/2010 7:00 pm
Date Resolved: 9/2/2010 12:00 pm
Audience Affected: Faculty, Student
Description: Any meetings that took place in the Course Chatrooms, during these dates, did not save a chat transcripts.
Affected Services: Course Chatroom and myFranklin Instant Messaging
Date Discovered: 9/1/2010 9:40 am
Date Resolved: 9/1/2010 10:34 am
Audience Affected: Faculty, Student
Description: The Course Chatroom and the Instant Messenger feature within the courses was not accessible during this time.
Affected Services: Student Union (http://union.franklin.edu)
Date Discovered: 8/30/2010 2:15 pm
Date Resolved: 8/31/2010 11:10 am
Affected Audience: Faculty, Students
Description: Student Union (http://union.franklin.edu) experienced technical issues and was unavailable to students and faculty during this time.
Affected Services: Student Union (http://union.franklin.edu)
Date Discovered: 8/24/2010 1:24 pm
Date Resolved: 8/24/2010 12:00 am
Affected Audience: Faculty, Students
Description: Student Union (http://union.franklin.edu) experienced technical issues and was unavailable to students and faculty during this time.
Affected Services: Student Union (http://union.franklin.edu)
Date Discovered: 8/4/2010 1:00 pm
Date Resolved: 8/4/2010 1:28 pm
Affected Audience: Faculty, Students
Description: Student Union (https://union.franklin.edu) experienced technical issues and was unavailable to students and faculty during this time.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 7/30/2010 8:12 am
Date Resolved: 7/30/2010 8:40 am
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Service: Course Bulletin Board
Date Discovered: 7/22/2010 9:00 pm
Date Resolved: 7/22/2010 9:25 pm
Affected Audience: Student, Faculty
Description: All Course Bulletin Boards were inaccessible during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 7/14/2010 6:46 pm
Date Resolved: 7/16/2010 9:30 am
Audience Affected: Staff, Faculty
Description: Staff/Faculty Zimbra Email experienced technical issues during this time frame. Staff/Faculty email was intermittently not sending or receiving messages to/from external email systems. All mail was queued and delivered, but there may have been some delays in delivery.
Affected Services: Course Bulletin Boards
Date Discovered: 7/11/2010 7:48 pm
Date Resolved: 7/12/2010 2:00 am
Affected Audience: Faculty, Students
Description: There were intermittent technical issues with the Course Bulletin Boards. Students and Faculty may have experienced problems accessing the Bulletin Boards during this time.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 7/11/2010 3:06 pm
Date Resolved: 7/11/2010 3:30 pm
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Services: University Telephones
Date Discovered: 6/29/2010 2:38 pm
Date Resolved: 6/29/2010 2:42 pm
Description: Phone calls made to the University were not coming through during this time. Callers may have been disconnected or received a failed message if they attempted to call during this time.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 6/28/2010 12:20 pm
Date Resolved: 6/28/2010 12:32 pm
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra email was producing an error when attempting to send email. As a result, email could not be sent out during this time.
Affected Services: Student Zimbra Email
Date Discovered: 6/24/2010 9:45 pm
Date Resolved: 6/24/2010 10:02 pm
Affected Audience: Students
Description: The "My Email" link in myFranklin was intermittently not functioning for some students. Those who experienced the issue were not able to access student email from the link and were getting an Error 502, Bad Gateway error message.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 6/21/2010 8:10 pm
Date Resolved: 6/21/2010 9:09 pm
Affected Audience: Student, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Services: Course Bulletin Boards
Date Discovered: 6/20/2010 10:30 pm
Date Resolved: 6/20/2010 11:30pm
Affected Audience: Faculty, Students
Description: The Course Bulletin Boards experienced technical issues and may have been inaccessible or non responsive during this time.
Affected Services: myFranklin Portal
Date Discovered: 06/08/2010 8:15 am
Date Resolved: 06/08/2010 9:15 am
Affected Audience: Students, Staff, Faculty
Description: Students, Staff, and Faculty were experiencing a login error message and as a result, were unable to login to myFranklin during this time.
Affected Service: Franklin Instant Message (Chat Services)
Date Discovered: 06/01/2010 7:55 am
Date Resolved: 06/01/2010 8:40 am
Affected Audience: Student, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Audience: Student Union
Date Discovered: 06/01/2010 8:40 am
Date Resolved: 06/01/2010 11:16 am
Affected Audience: Students, Faculty
Description: Students and Faculty Adjuncts were unable to access Student Union during this time.
Affected Service: Course Bulletin Board
Date Discovered: 05/26/2010 9:49 pm
Date Resolved: 05/26/2010 11:10 pm
Affected Audience: Student, Faculty
Description: Students and Faculty were unable to access the Course Bulletin Boards during this time.
Affected Service: Staff/Faculty Zimbra Email
Date Discovered: 05/26/2010 11:30 am
Date Resolved: 05/26/2010 1:55 pm
Affected Audience: Staff, Faculty
Description: Franklin Staff/Faculty email was not sending or receiving messages to/from external email systems. All mail was queued and delivered once the problem was resolved, but there may have been some delays in delivery.
Affected Audience: Student Union
Date Discovered: 5/18/2010 10:00 am
Date Resolved: 5/18/2010 11:20 am
Affected Audience: Students, Faculty
Description: Students and Faculty Adjuncts were unable to upload files to Student Union during this time.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 5/10/2010 8:10 am
Date Resolved: 5/10/2010 8:48 am
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 4/26/2010 8:00 am
Date Resolved: 4/26/2010 8:35 am
Affected Audience: Staff and Faculty
Description: Franklin staff/faculty Zimbra email was not loading during this time. All email sent to staff and faculty during this time, was queued on the server and delivered when the service was available again.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 4/21/2010 3:06 pm
Date Resolved: 4/21/2010 3:20 pm
Affected Audience: Staff and Faculty
Description: Franklin staff/faculty Zimbra email was not loading during this time. All email sent to staff and faculty during this time, was queued on the server and delivered when the service was available again.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 4/21/2010 3:06 pm
Date Resolved: 4/21/2010 3:20 pm
Affected Audience: Staff and Faculty
Description: Franklin staff/faculty Zimbra email was not loading during this time. All email sent to staff and faculty during this time, was queued on the server and delivered when the service was available again.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 4/15/2010 8:00 pm
Date Resolved: 4/15/2010 8:27 pm
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Services: Student Zimbra Email
Date Discovered: 4/11/10 9:45 pm
Date Resolved: 4/11/10 10:05 pm
Affected Audience: Students
Description: The "My Email" link in myFranklin was intermittently not functioning for some students. Those who experienced the issue were not able to open student email from the link and were getting an Error 400, Authentication Failed error message.
Affected Services: Library Web site
Date Discovered: 4/11/10 1:40 pm
Date Resolved: 4/11/10 2:20 pm
Affected Audience: Students, Staff, Faculty
Description: The Franklin University Library website was not loading during this time.
Affected Services: Course Bulletin Board
Date Discovered: 4/6/10 8:00 am
Date Resolved: 4/6/10 10:04 am
Affected Audience: Students, Faculty
Description: Some students received a “Server Not Found” error message when attempting to access the course Bulletin Board.
Affected Services: Library Web site
Date Discovered: 4/1/10 2:20 pm
Date Resolved: 4/1/10 7:30 pm
Affected Audience: Students, Staff, Faculty
Description: The Franklin University Library website was not accessible during this time.
Affected Services: Student Zimbra Email
Date Discovered: 3/31/10 10:40 a.m.
Date Resolved: 3/31/10 3:00 p.m.
Affected Audience: Students
Description: Student Zimbra Email experienced problems receiving mail during this time. Any mail sent to a student account during this time was lost and needed to be re-sent.
Affected Services: myFranklin
Date Discovered: 3/29/10 11:14 a.m.
Date Resolved: 3/30/10 7:19 p.m.
Affected Audience: Students, Staff, Faculty
Description: Students, Staff and Faculty experienced intermittent issues logging into myFranklin during this time.
Affected Services: Student Zimbra Email
Date Discovered: 3/28/10 2:30 p.m.
Date Resolved: 3/28/10 4:19 p.m.
Affected Audience: Students
Description: The "My Email" link in myFranklin was intermittently not functioning for some students. Those who experienced the issue were not able to open student email from the link and were getting an Error 400, Authentication Failed error message.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 3/22/2010 8:00 a.m.
Date Resolved: 3/22/2010 8:40 a.m.
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Services: Course Bulletin Board
Date Discovered: 2/28/10 8:50 p.m.
Date Resolved: 2/28/10 9:00 p.m.
Affected Audience: Faculty, Students
Description: The course Bulletin Board was not responding and unaccessible during this time.
Affected Services: Franklin Instant Message (Chat Services)
Date Discovered: 2/22/2010 8:00 a.m.
Date Resolved: 2/22/2010 9:05 a.m.
Affected Audience: Students, Staff, Faculty
Description: Franklin staff was unable to login to the Franklin IM client. As a result, the Help Desk, Library, and Inquiry Chat Services on our webpages were not available during this time.
Affected Services: Bulletin Board
Date Discovered: 2/18/2010 9:10 p.m.
Date Resolved: 2/18/2010 11:59 p.m.
Affected Audience: Students, Faculty
Description: The Bulletin Board within all the courses was not available during this time.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 2/15/2010 7:05 a.m.
Date Resolved: 2/15/2010 7:25 a.m.
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra Email was unaccessible during this time. All email sent to staff and faculty during this time, was queued on the server and delivered when the service was available again.
Affected Services: FranklinLive!
Date Discovered: 2/15/2010 7:00 a.m.
Date Resolved: 2/15/2010 7:21 a.m.
Affected Audience: Students, Staff, Faculty
Description: FranklinLive! was not available within the courses or as a stand alone session during this time.
Affected Services: Staff/Faculty Email
Date Discovered: 2/11/2010 5:20 p.m.
Date Resolved: 2/11/2010 6:50 p.m.
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra was experiencing some issues when composing mail. As a result, Zimbra was made unavailable for staff and faculty while the issue was resolved. No mail was lost while the service was unavailable. To prevent this from reoccurring, a permanent solution is being deployed during the next scheduled maintenance window.
Affected Services: Staff/Faculty Zimbra Email
Date Discovered: 2/7/2010 1:45 p.m.
Date Resolved: 2/7/2010 2:35 p.m.
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra email was unable to upload attachments. As a result, Zimbra was made unavailable for staff and faculty while the issue was resolved. No mail was lost while the service was unavailable.
Affected Services: Zimbra Email (Staff/Faculty only)
Date Discovered: 1/31/2010 10:55 a.m.
Date Resolved: 1/31/2010 3:33 p.m.
Affected Audience: Staff, Faculty
Description: Staff/Faculty Zimbra was unable to send email and was not accessible in some cases. All email sent to staff and faculty during this time, was queued on the server and delivered when the service was available again.
Affected Services: FranklinLive!
Date Discovered: 1/23/2010 9:00 a.m.
Date Resolved: 1/23/2010 9:30 a.m.
Affected Audience: Students, Staff, Faculty
Description: FranklinLive! was not available within the courses or as a stand alone session.
Affected Service: myFranklin
Date Discovered: 1/22/2010 9:00 a.m.
Date Resolved: 1/22/2010 2:41 p.m.
Affected Audience: Faculty, Students
Description: Some courses were not loading in myFranklin. During this time the following courses were not available: ACCT, AMGT, ANTH, BSAD, COMM, COMP, COACH
Affected Service: Help Desk Phone Queue (614.947.6222 and 866.435.7006)
Date Discovered: 1/21/2010 8:55 a.m.
Date Resolved: 1/21/2010 9:00 a.m.
Affected Audience: Students, Staff, Faculty
Description: The Help Desk phone queue was briefly interrupted. Callers who dialed (614)947-6222 or 1-866-435-7006 heard a recorded message indicating the phone service was down.
Affected Service: myFranklin
Date Discovered: 1/22/2010 9:00 a.m.
Date Resolved: 1/22/2010 2:41 p.m.
Affected Audience: Faculty, Students
Description: Some courses were not loading in myFranklin. During this time the following courses were not available: ACCT, AMGT, ANTH, BSAD, COMM, COMP, COACH
Affected Service: Help Desk Phone Queue (614.947.6222 and 866.435.7006)
Date Discovered: 1/21/2010 8:55 a.m.
Date Resolved: 1/21/2010 9:00 a.m.
Affected Audience: Students, Staff, Faculty
Description: The Help Desk phone queue was briefly interrupted. Callers who dialed (614)947-6222 or 1-866-435-7006 heard a recorded message indicating the phone service was down.
Affected Service: myFranklin Courses
Date Discovered: 12/28/2009 10:00 a.m.
Date Resolved: 12/28/2009 1:00 p.m.
Affected Audience: Students, Faculty
Description: myFranklin experienced intermittent issues during this time. Reported issues included not being able to load the myFranklin homepage and the inability to access courses.
Affected Service: "My Email" link in myFranklin
Date Discovered: 12/23/2009 8:11 p.m.
Date Resolved: 12/24/2009 5:22 p.m.
Affected Audience: Students, Staff, Faculty
Description: There was a discrepancy that was causing the "My Email" link in myFranklin to function inconsistently. Some users were unable to access their email through the link during this time period.
Affected Service: myFranklin website
Date Discovered: 12/22/2009 8:00 a.m.
Date Resolved: 12/23/2009 7:00 p.m.
Affected Audience: Students, Staff, Faculty
Description: The myFranklin site experienced technical difficulties after the scheduled upgrade the morning of 12/22/09. Reported issues included not being able to access the site, not being able to login, and not being able to access courses and assignments once logged in.
Affected Service: Student Email
Date Discovered: 12/18/2009 2:12 p.m.
Date Resolved: 12/18/2009 4:30 p.m.
Affected Audience: Students
Description: Student email was not receiving mail from external (non-Franklin) email accounts. The issue was resolved and all email sent during that time period was queued up and delivered.
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