UNSW Outages

UNSW Outages

Service Interruptions

A Service interruption is where a service is temporarily unavailable due to a system or hardware fault or planned maintenance.

Duration: 06/01/2019 03:00am - 11:00 (AEDT)
Description: The following Turnitin services will be unavailable on Sunday, January 6th 2019.
• Turnitin (Including Moodle Integration)
• Feedback Studio for iOS
• iThenticate
How does this impact you? Users will be unable to submit and grade during this maintenance window

What do you need to do? Ensure that any grading or submission deadlines are adjusted to fall outside of this window.

Duration: 06:00 01/12/2018 - 18:00 02/12/2018
Description: To ensure the UNSW network is kept up to date and secure, UNSW IT will be upgrading network software this weekend.
How does this impact you? Wired and WiFi network access on multiple UNSW campuses will experience outages.

This includes network services at the main Kensington campus as well as metropolitan and regional campuses (including Canberra).
What do you need to do? During this change, you may experience multiple short outages of up to 10 minutes if trying to connect to the networks. This will impact services such as email, share drives, myUNSW and internet access.

If you try to access a service and you receive a “cannot connect error” or it is slow to connect, please try again after about 10 minutes.

If you are working over the weekend, please remember to save your work continually or work from your hard drive and be prepared for services to be unavailable for small amounts of time.

Telephone and mobile phone services will not be impacted and will continue as normal over the weekend.

Duration: 18:00 - 22:00 20/11/2018
Description: To support the next round of implementation of the UNSW3+ calendar, myUNSW is being upgraded and will be offline.
How does this impact you? myUNSW services will be unavailable during the upgrade. All other student services are unaffected and will remain online.

Duration: 10:00 17/11/2018 – 19:00 25/11/2018
Description: UNSW IT will be releasing the first stage of the SafeSys Interim Solution 26 November 2018.
How does this impact you? Access to SafeSys or tasks and documents within SafeSys will be offline during this period.

Duration: 23:00 21/11/2018 – 10:00 22/11/2018
Description: To ensure that Moodle is running with the latest functional and performance improvements, we will be undertaking our annual Moodle upgrade (from version 3.3 to 3.5).
How does this impact you? During this upgrade, Moodle will be unavailable to staff and students.

Duration: 14:00 10/11/2018 – 23:59 12/11/2018
How does this impact you? SIMS and myUNSW services will be unavailable during the upgrade. All other student services are unaffected and will remain online.

Duration: 09:05 07/11/2018 – 10:54 07/11/2018
Details: RAMS PROD Environment was Offline. The issue was database related and has been resolved by iCognition (vendor).
Status/ Workaround: Resolved

Duration: 12:15 29/10/2018 – 12:40 29/10/2018
Details: Many Fuji/Xerox Staff Managed Print devices for Kensington campus were offline.
Status/ Workaround: UNSW IT have restored service.

Duration: 13:30 26/10/2018 – 18:00 26/10/2018
16:10 02/11/2018 - 09:00 03/11/2018
Details: Calls to External TELT support phone lines were going straight on hold and user call only listen to hold music without the call moving forward.
Status/ Workaround: Resolved

Duration: 06:00 27/10/2018 – 18:00 27/10/2018
Description: UNSW IT will be performing maintenance on the Student Information Management System (SiMs).
How will you be affected? Students and staff will not be able to access SiMs and interfacing systems will not receive data feeds over this time.

Duration: 20:00 28/10/2018 – 20:30 28/10/2018
Description: The following Turnitin services will be briefly unavailable:
• Turnitin and TurnitinUK (including all integrations and Turnitin Early Adopter Program)
• Feedback Studio for iOS
• iThenticate

How will you be affected? Users will be unable to submit and grade during this maintenance window, please ensure any submission deadlines are adjusted to fall outside of the window.

Duration: 15:00 19/10/2018 – 04:30 01/11/2018
Details: Students are unable to connect or connections are dropping in the Student Accommodations Buildings.
This has been reported in:
• Baxter
• Colombo
• Goldstein
• Figtree
• University Terraces
• Unilodge
• Mulwaree
• Barker
• Basser
• High Street
Status/ Workaround: As of November 1 a work around has been deployed which will minimise Wi-Fi outages for students in these residences until a permanent fix can be put in place.

Duration: 05/11/2018 – Term 1 2019
Description: The PCs will be migrated outside of lecture hours.

How does this impact you? The look and feel of Win 10 is quite different from Win 7, and your way of working might change. A guide on how to do common tasks in Win10 will be sent to you prior to the migration and will also be posted in the CATS rooms.

Duration: 15:00 15/10/2018 – 18:40 15/10/2018
Details: Turnitin reported an intermittent issue that can prevent some users from submitting assignment.
Status/ Workaround: Issue has been resolved.

Duration: 17:00 18/10/2018 – 07:00 22/10/2018
Description: To improve the experience of users, UNSW will be implementing a range of updates to our HR System (PiMS), myUNSW and the My Staff Profile page. These include navigation enhancements, graphic updates and minor bug fixes.

How does this impact you? Staff will not be able to access any HR tasks within PiMs during this period. This includes HR self-service functions, the Casual Teaching Planner, Work Health & Safety training and incident reporting.

You can still submit a WHS Incident or Hazard Report during this time using the HS001 Hazard & Incident Reporting Form found on myUNSW. For serious Incident or Hazard Reports, please contact your local WHS Coordinator or the central HSE Unit via ext 51565.

Duration: 07:23 08/10/2018 – 09:45 08/10/2018
Description: There were no network services available for the Randwick campus due to a power outage affecting major communications infrastructure on site.
Current status: Resolved

Duration: 01:00 23/09/2018 – 09:30 23/09/2018
Description: Turnitin will be performing emergency maintenance which will temporarily disrupt their services.

• Turnitin (Including Moodle Integration)
• Feedback Studio for iOS
• iThenticate
How does this impact you? Users will be unable to submit, view, grade etc. during the maintenance window.
Please ensure any submission deadlines are adjusted to fall outside of this window.

Duration: 10:30 17/09/2018 – 03:23 18/09/2018
Description: Users attempting to use Turnitintool activities within Moodle were experiencing long loading times.
Current status: Resolved

Duration: 00:15 10/09/2018 – 16:45 10/09/2018
Description: A number of course records in Moodle had all their students removed. This meant affected students were unable to participate in Moodle based course work or assessment.
Current status: Resolved

Duration: 06:00 08/09/2018 – 18:00 09/09/2018
How does this impact you? During the work there will be no access to SIMS and myUNSW student administration functions.
The HR and Finance myUNSW self-service functions will still be available.

Duration: 23:03 02/09/2018 – 11:19 03/09/2018
Description: Customer reported that the Maple TA general login webpage is down. Server was not responding.
Current status: Resolved

Duration: 01:49 30/08/2018 – 11:06 30/08/2018
Description: Turnitin and TurnitinUK was experiencing a service disruption affecting system performance.
Current status: Resolved

Duration: 11:45 29/08/2018 – 03:20 29/08/2018
Description: Turnitin service was facing intermittent issues.
Current status: Resolved

Duration: 09:00 29/08/2018 – 17:00 30/08/2018
How does this impact you? ROS will be unavailable due to essential system maintenance.

Duration: 03:45 28/08/2018 – 00:00 29/08/2018
Description: The externalteltsupport@unsw.edu.au email address was not working, staff/students who emailed the External TELT Support were getting a bounce-back email with the message "unsw@edusupportcenter.com Your message couldn't be delivered."
Current status: Resolved

Duration: 09:12 28/08/2018 – 09:30 28/08/2018
Description: Staff and students were unable to log into services using wSSO for authentication i.e., myUNSW and Moodle.
Current status: Resolved

Duration: 08:03 27/08/2018 – 10:22 27/08/2018
Description: Staff and students were unable to access IDM.
Current status: Resolved

Duration: 08:00 18/08/2018 – 17:00 18/08/2018
How does this impact you? UNSW IT will be performing planned routine maintenance on the SiMs system.
UNSW Staff and Students will be unable to access SiMs.

Duration: 13:23 14/08/2018 – 16:12 14/08/2018
Description: Staff and students were experiencing slow network speeds.
Current status: Resolved

Duration: 11:06 14/08/2018 – 15:09 14/08/2018
Description: Customers were unable to access SIMS due to timeout issue.
Current status: Resolved

Duration: 11:37 14/08/2018 – 12:18 14/08/2018
Description: Customers were unable to access Archibus
Current status: Resolved

Duration: 09:00 11/08/2018 – 17:00 11/08/2018
How does this impact you? During this time there will be no access to CASD.
If you will need to access information within CASD during this maintenance window, please make a copy of it prior to the start of the window.

Duration: 10:45 31/07/2018 – 11:21 31/07/2018
Description: Customers were unable to access myUNSW and SiMs
Current status: Resolved

Duration: 09:00 31/07/2018 – 13:38 31/07/2018
Description: Customers were unable to access Clarity
Current status: Resolved

Duration: 10:00 28/07/2018 – 18:00 28/07/2018
Description: During this time there will be no access to PiMS.

Duration: 10:16 24/07/2018 – 11:15 24/07/2018
Description: Buildings within the Botany St precinct had no network access.
These included:
Botany St 22, 30, 32, 34, 38 (A27, Lifestyle Clinic/Golf House) and 46 High Street
Current status: Network staff working with Estate Management have restored service.

Duration: 09:00 21/07/2018 – 15:00 21/07/2018
Description: Buildings within the Botany and High St precinct will have no network access.
These included:
Botany St 22, 30, 32, 34, 38 (A27, Lifestyle Clinic/Golf House) and 46 High Street
What you need to do? There will be no access to wired or wireless networks and related services including: internet, email, printing or file shares during this outage. Please ensure that suitable work arounds exist for any work planned during this outage.

Date/Time: 17/07/2018 20:00 - 17/07/2018 21:00
Duration: 1 hour
Impact: myUNSW will be unavailable.

Duration: 10:20 12/07/2018 – 12:13 12/07/2018
Description: Buildings within the Botany St precinct had no network access.
These included:
Botany St 22, 30, 32, 34, 38 (A27, Lifestyle Clinic/Golf House)
Current status: Estate Management have restored power resolving the incident.

Date/Time: 10/07/2018 08:00 - 10/07/2018 09:00
Duration: 1 hour
Impact: During this time, theBox will be available however transcoding of new media items will not work. So please do not upload items to theBox during the above timeframe.

Duration: 08:50 28/06/2018 – 09:20 28/06/2018
Description: Customer were unable to access any Dataset in RAMS.
Current status: Issue has been resolved by vendor(icognition).



Duration: 11:28 05/06/2018 - 09:00 19/06/2018
Description: All staff and student home drives were unavailable from 11am Tuesday 5th June.
Applications and Services reliant on home drives such as myAccess, ArcGIS & SolidWorks were not available.
Shared drives and UNSW Global file shares have not been affected by this outage.

Current status: Student Drive and myAccess were restored 6pm Tuesday 5th June.
Staff Drives have been restored until 8pm Monday 4 June 2018.
Unfortunately, any data generated after approximately 8pm Monday 4 June to 11:28am Tuesday 5 June has not been recovered.
If you are still experiencing difficulties accessing your H: drive or have missing data, please use these IT Self Service links:
Cannot access H drive after restoration
Missing some data
Question and Answers: View Q&A here
Last Updated: 10:40 27/08/2018

Date/Time: 11/07/2018 01:00 - 11/07/2018 09:00
Duration: 8 hour
Details: Users will be unable to submit and grade during this maintenance window, so please ensure that any submission deadlines are adjusted to fall outside of the window.

Date/Time: 22:00 01/06/2018 - 20:00 02/06/2018

More Information:View Migration Information here

Duration: 10:00 May 28 2018 - 15:02 May 28 2018
Description: A few users are intermittently seeing a Moodle error message. Refreshing the browser window will remove the error message and return access.
Current status: Resolved

Duration: 08:30 May 17 2018 - 12:50 May 17 2018
Status: Resolved
Details: UNSW RAMS - Production Environment Down RAMS users were getting the following error:
“Connection to the HPE Content Manager dataset RAMSPRD failed: Error connecting to the HPE Content Manager dataset ‘RAMSPRD’ on HPE Content Manager Workgroup Server ‘https://rams.unsw.edu.au’. The Win32 API function httpsendrequest() failed. The server name or address could not be resolved (0x00002ee7)
Whats Happening? UNSW IT worked with Vendor and resolved the issue.

Duration: 07:45 May 14 2018 - 21:00 May 14 2018
Status: Resolved
Details: Imapacted drives were unavailable

Date/Time: 06:00 12/05/2018 - 18:00 12/05/2018

Impacted Services:Systems located in the UNSW data centre

What you need to do? Please be aware that there may be a short disruption lasting 2-4 minutes to UNSW systems eg myUNSW and share drives, during this maintenance period. Please ensure you save your work regularly.


Duration: 15:17 May 7 2018 - 16:45 May 7 2018
Details: Issue with the OneUNSW folders and the myfiles access
Status: Resolved

Date/Time: 21:00 20/04/2018 - 00:00 21/04/2018

Impacted Services:Staff and Research Shared Files

Details : Impacted services wont be accessible

Date/Time: 18:00 20/04/2018 - 06:00 23/04/2018

Impacted Services:myAccess

Details: Impacted services wont be accessible.

What you need to do? Academic staff, could you please pass this on to your students

Date/Time: 18:00 20/04/2018 - 06:00 23/04/2018

Impacted Services:Student Home Drives

What you need to do? Simply log off and back on to ensure your Home Drive is accessible after the change.

Duration: 09:41 April 18 2018 - 19:35 April 18 2018
Status: Resolved
Details: Access to the myUNSW login page was slow or may have intermittently timed out. Customers were able to login once they could access the myUNSW login page.


Duration: 09:31 April 6 2018 - 08:25 April 14 2018
Details: Staff were unable to log on to the RAMS desktop application. The March round of security updates from Microsoft has severely impacted the RAMS desktop application authentication system.
Update: The vendor Microsoft were able to release a workaround for the issue. The web based application https://rams.unsw.edu.au at all times remained unaffected.

Duration: 10:00 April 6 2018 - NA
Details: Staff/students uploading media such as video/audio/images to theBox via Moodle were receiving a "An error occurred, click "Save" again to retry" error message
Status: Resolved


Duration: Thursday 09:23 - 18:30 April 5 2018
Service Impacted: Shared folders/Research Active
Impact description: Staff were unable to access shared folders and Research Active
Status: Resolved


Duration: Tuesday 11:12 - 14:15 3 April 2018
Service Impacted: Shared folders
Impact description: Staff were unable to access some shared folders
Status: Resolved


Duration: Monday 26/03/2018 09:00 - 13:49
Service Impacted: Some Canberra PC SOE customers
Impact description: Some customer PCs restarted Monday 26 March were not able to connect to the network. Affected staff were unable to access new email, network shared drives, printers or the internet
Status: Resolved


Duration: Friday 23/03/2018 10:15 - 20:37
Service Impacted: UNSW Email External Delivery
Impact description: Email from UNSW was not being accepted by some external entities. Some staff were receiving bounce back emails from some external entities indicating that email from UNSW was being rejected.
Status: Resolved


Date/Time: This means you will not be able to access your data during the below periods:
18:00 09/03/2018 - 06:00 12/03/2018
18:00 12/03/2018 - 06:00 13/03/2018
18:00 13/03/2018 - 06:00 14/03/2018
18:00 14/03/2018 - 06:00 15/03/2018
18:00 16/03/2018 - 06:00 19/03/2018

Service Affected: Staff Shared Drives

Details: We are moving Faculty and Divisions files and folders (data) from the current storage to a new storage system. This is to mitigate the risks of aged and out of support data storage systems.

What do I need to do ?: Restart your computer on 12, 13, 14, 15 and 19 March 2018 to ensure you can access your data.

Date/Time: 07:00 09/03/2018

DNS aliases Affected: AutoDesk, ANSYS/ANSOFT, Matlab

Details: There should be no customer involvement required for this change. Any installations using the following aliases will be redirected to the new servers after their local DNS cache refreshes (may take a few hours or immediately if computer is restarted).

Date/Time:18:00 09/03/2018 - 07:00 10/03/2018

Service Affected: Student & Staff Home Drives , MyAccess for Students

Details: Simply log off and back on to ensure your Home Drive is accessible after the change.

Date/Time:18:00 09/03/2018 - 18:00 11/03/2018

Service Affected: AD and Azure AD

Details: Currently, we are running an older version and we need to upgrade to take advantage of new features, as well as to facilitate a required Azure/O365 change from Hash-Sync to Federated. In addition, this upgrade allows us to configure a new 'standby' AAD Connect server for redundancy.

Please be Aware: This change will require a new, FULL sync between AD and Azure AD. This will however, take approximately 48 hours to complete. While this FULL sync runs, changes made in ADTEST will NOT be replicated to Azure AD (this will NOT impact our production tenancy, just our TEST tenancy). O365 resources will be available during the FULL sync; however, changes made to on-premises users and/or groups will NOT be available in O365 until the FULL sync has completed.


Duration: Monday 05/03/2018 14:10 - Monday 05/03/2018 15:30
Service Impacted: Production Moodle environments
Details: Moodle experienced issues while authenticating users with UNSW Single Sign On. Affected users received a 503 error message.

Duration: Thursday 01/03/2018 02:00 - Thursday 01/03/2018 09:00
Service: myAccess hosted applications
Impact: Students were unable to log on to the myAccess site to use hosted applications.
Status: Resolved

Date/Time: 02/03/2018 00:00 - 02/03/2018 07:00
Duration: 7 hour
Service Affected: Moodle
Impact: Service will be available.


Duration: Monday 26/02/2018 09:30 - Resolved
Service: Some active users.
Details: A performance issue has been identified with the UNSW Moodle application. Blackboard is actively investigating the cause of the issue and further updates will be provided shortly

Date/Time:06:00 24/02/2018 - 22:00 25/02/2018

Duration: Systems will be intermittently unavailable for up to 30 minutes at a time, throughout the weekend.
Service Affected: Access to all services running from the UNSW Datacentre, including (but not limited to) myUNSW, SiMs, PiMs, NS Finance, access to email, share and home drives, SharePoint sites and databases may experience outages.

Details : If you need to work over the weekend, please be prepared for several small outages to UNSW systems and applications. You may lose access and need to restart your session or application.

Date/Time: 18/03/2018 03:00 - 18/03/2018 09:00
Duration: 6 hour
Service Affected: Turnitin, Feedback Studio (iOS), iThenticate.
Details: Users will be unable to submit and grade during this maintenance window. Please ensure that any submission deadlines are adjusted to fall outside of the window.

Duration: Monday 12/02/2018 15:16 - Monday 12/02/2018 15:51
Service: Staff & student home drives
Impact: Some staff & student home drives were unavailable.
UNSW IT have restored service to all home drives that had been previously impacted.
Status: Resolved
Notice Updated:   12/02/2018 15:55

Date/Time: 15/02/2018 02:00 - 15/02/2018 03:00
Duration: 1 hour
Change Type: Blackboard will be performing maintenance on Moodle infrastructure
Details: Services will be available, but in maintenance mode (non-admin user login disabled) for up to a couple of minutes during this window.

Duration: Monday 22/1/2018 09:18 - 24/01/2018 11:47
Service: Staff & student home drives
Impact: Some staff & student home drives were unavailable.
UNSW IT have restored service to all home drives that had been previously impacted.
Status: Resolved
Notice Updated:   24/1/2018 13:28

Duration: Friday 12/01/2018 00:47-08:27
Service: External network access
Impact: Email, hosted cloud services and internet were unavailable across all UNSW campuses
Status: Resolved
Notice Updated:   12/01/2018 11:55

Date/Time: 28/01/2018 21:00 - 28/01/2018 22:00
Duration: 1 hours
Services impacted: Production environments
Details: Service will be available however may be slow during the maintenance window. .

Date/Time: 14/01/2018 00:00 - 14/01/2018 05:00
Duration: 5 hours
Services impacted: Production environments
Details: Blackboard will apply the January 2018 update. Collaborate Ultra to be unavailable during the maintenance window.

Date/Time: 12/01/2018 02:00 - 12/01/2018 06:00
Duration: 4 hours
Services impacted: Production environments
Details: Blackboard will be performing scheduled infrastructure maintenance. Intermittent connectivity expected during maintenance window.

View outages history here

Maintenance Windows

Dedicated Maintenance Windows for 2017 - 2018

Potential network and systems outages may occur during these dates
2-3 December 2017
24-25 February 2018
14-15 April 2018
7-8 July 2018
22-23 September 2018
1-2 December 2018

Maintenance Windows are designed to ensure that there are consistent timeframes to allow for better scheduling of work by UNSW staff and students.

Maintenance Windows capture Significant changes with a planned outage which will cause an outage to UNSW staff/students.

Major changes or project changes requiring a planned outage need to be scheduled in conjunction with the business or faculties and take into account the multiple system resources and schedules.

All outages that occur - either during a dedicated maintenance window or outside a maintenance window will be communicated with the impact business or faculty area.

For a list of the Maintenance Window dates - please refer below:

Application Maintenance

The following applications will be unavailable to customers during its scheduled maintenance times below:
IDM - Daily 23:50 - 01:35 and 06:45 - 07:00

Page last updated: Friday, May 19th, 2017