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Teaching consultations and hands-on training are available from The Office of Teaching, Learning & Technology.

Support Articles

Current Status

There are currently no alerts.

Maintenance

Services scheduled for maintenance over the next 7 days. Please refer to the calendar view of alerts for a complete schedule.
There is currently no planned maintenance.

Past 90 Days

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Alert History

Start: 
Friday, August 31, 2018 - 11:00pm
End: 
Saturday, September 1, 2018 - 12:00am
Description

Canvas will be performing maintenance on the Attendance (Roll Call) tool in Canvas. Users will not be able to access the Attendance interface to take new attendance or generate attendance reports for up to 30 minutes during this maintenance event.

Services
Last updated: 
Saturday, September 1, 2018 - 12:00am
Start: 
Monday, August 27, 2018 - 11:00am
End: 
Monday, August 27, 2018 - 12:00pm
Updates
Monday, August 27, 2018 - 12:00pm

This issue is resolved. Please contact the ITS Help Desk if you have any further issues using the ICON service. 

Description

We are currently experiencing issues with quizzes in ICON. ITS support staff are working with the vendor on a solution.

Services
Last updated: 
Monday, August 27, 2018 - 12:07pm
Start: 
Saturday, August 4, 2018 - 8:00am
End: 
Saturday, August 4, 2018 - 8:30am
Description

Unexpected maintenance needs to be performed on the ICON Database. Expected downtime should be very brief. Functionality of the dashboard may be offline during this time.

All users can still access their courses by going to uiowa.instructure.com.

Services
Last updated: 
Saturday, August 4, 2018 - 8:30am
Start: 
Monday, May 21, 2018 - 2:30am
End: 
Monday, May 21, 2018 - 3:00am
Description

Canvas will be performing a brief maintenance event to apply a critical security update. Users will not be able to access Canvas during the maintenance time.

Services
Last updated: 
Monday, May 21, 2018 - 3:00am
Start: 
Friday, January 26, 2018 - 11:45pm
End: 
Saturday, January 27, 2018 - 9:00am
Description

UPDATE:  This problem has been resolved.  Please contact the ITS Help Desk if you have any further problems using this service.

 

UPDATE:  Multiple university services are experiencing intermittent access issues.  Web authentication through login.uiowa.edu and idp.uiowa.edu, ICON, wiki and other services are affected.  ITS staff are aware of the issue and are actively working on a resolution.  We will keep this page updated as more information is given to us.

 

Original notice:  ICON (https://icon.uiowa.edu/) and wiki (https://wiki.uiowa.edu) are experiencing sporadic access issues.

ITS staff are aware of the issue, and are working on resolving it.   

Services
Last updated: 
Saturday, January 27, 2018 - 9:30am
Start: 
Thursday, January 25, 2018 - 2:00am
End: 
Thursday, January 25, 2018 - 4:00am
Description

Scheduled SCORM Maintenance

Instructure will be performing maintenance on the Canvas SCORM integration. Users will not be able to access SCORM content for 2 hours during this maintenance event. They hope that this maintenance will take less time than estimated.

Services
Last updated: 
Thursday, January 25, 2018 - 4:00am
Start: 
Wednesday, January 24, 2018 - 8:45am
End: 
Wednesday, January 24, 2018 - 9:45am
Description

UPDATE: These issues are resolved. Please contact the ITS Help Desk if you experience any further issues. 

Original Notice: Canvas users are experiencing longer load times than expected. This can cause the ICON dashboard to not properly represent your courses and slowness in all tasks in Canvas

We are working with the vendor to resolve this issue as soon as possible.

Services
Last updated: 
Wednesday, January 24, 2018 - 9:52am
Start: 
Thursday, December 21, 2017 - 6:00am
End: 
Thursday, December 21, 2017 - 10:00am
Description

The ICON Dashboard (https://icon.uiowa.edu/) has a scheduled maintenance window to migrate databases to a new server. 

Users will be able to log in to ICON and access their courses, but ICON Dashboard performance may be slow or briefly unresponsive during this time. 

Canvas performance will be unaffected by this work.

Services
Last updated: 
Thursday, December 21, 2017 - 10:00am
Start: 
Tuesday, December 12, 2017 - 12:00pm
End: 
Tuesday, December 19, 2017 - 8:45am
Description

Update: Canvas has fixed the underlying issue that caused submissions made via Turnitin LTI to return a file name of "default_filename.txt". Canvas has also run an automated script that should repair the majority of papers affected by the issue.

 

Original Alert: Some student submissions for Turnitin assignments are not displaying in Speedgrader in ICON, instead they are displayed as “default_filename.txt.”  ITS staff are working with the vendor to resolve this issue.

In the meantime, the workaround is to use Turnitin’s Feedback Studio by going to the Grades or Assignments page and clicking on the color-coded percentage speech bubble to access and grade papers. 

Last updated: 
Tuesday, December 19, 2017 - 8:51am
Start: 
Monday, December 11, 2017 - 12:15pm
End: 
Tuesday, December 12, 2017 - 7:00am
Description

UPDATE: Gradebook exports to csv files are working normally again. Visit http://status.instructure.com for details. 

Original Notice: ICON gradebook exports to .csv file are taking longer than normal to complete. Several users have reported that the process has taken over 5 minutes. Please see http://status.instructure.com for more details.

Services
Last updated: 
Tuesday, December 12, 2017 - 7:36am
Start: 
Friday, October 27, 2017 - 3:15pm
End: 
Monday, November 13, 2017 - 8:00am
Description

Update:  The Canvas support team has reported that this problem has been resolved.  Please contact the ITS Help Desk if you have any further problems using this service.

Original Notice: ITS is working with Microsoft and Canvas to investigate an issue where users may be unable to access Office 365 files within Canvas modules. Users are able to add Office 365 items to modules but users will be unable to login and view new or existing Office 365 module items. 

A workaround for this issue is to login to https://office365.uiowa.edu and navigate to OneDrive before accessing the module item. We will update this notice as soon as more information is available.

Services
Last updated: 
Monday, November 13, 2017 - 8:55am
Start: 
Friday, November 3, 2017 - 1:00pm
End: 
Friday, November 3, 2017 - 1:30pm
Description

Update:

The issues with the ICON dashboard have been resolved.

Original Message:

The ICON Dashboard is currently experiencing issues. ITS is working on resolving the issue and we will update the alert as soon as there is more info.

Courses are still accessible by navigating to https://uiowa.instructure.com

Services
Last updated: 
Friday, November 3, 2017 - 1:34pm
Start: 
Wednesday, September 13, 2017 - 5:15pm
End: 
Wednesday, September 13, 2017 - 6:45pm
Updates
Wednesday, September 13, 2017 - 6:45pm

Canvas has resolved this issue.

Description

There is currently an issue with Canvas causing the profile pictures for users to get mixed up.  ITS support staff have contacted Canvas Support, who confirmed this is a system wide issue with their software.  Canvas is working on resolving this issue. 

Services
Last updated: 
Wednesday, September 13, 2017 - 6:52pm
Start: 
Thursday, August 10, 2017 - 11:00am
End: 
Thursday, August 10, 2017 - 11:15am
Description

UPDATE: The issue has been resolved. Please contact the ITS Help Desk if you experience further issues.

Original Notice: ICON is down. Support staff are working to resolve this issue.

Services
Last updated: 
Thursday, August 10, 2017 - 11:23am
Start: 
Monday, April 24, 2017 - 8:30am
End: 
Monday, April 24, 2017 - 5:00pm
Description

UPDATE : Canvas has deployed a fix that has resolved the issue. ITS will continue to monitor the situation and send out updates as necessary.

ICON is currently experiencing slowness associated with importing and exporting files in courses.  Support staff are working with Canvas Support to resolve the issue as quickly as possible.  This notice will be updated once we have more information.

Services
Last updated: 
Monday, April 24, 2017 - 4:55pm
Start: 
Tuesday, April 18, 2017 - 9:00am
End: 
Thursday, April 20, 2017 - 8:30am
Description

UPDATE: This issue has been resolved. 

Original Notice: Canvas is currently experiencing a slowness with importing and exporting files.  Support staff are working to correct this problem as soon as possible.  This slowness in service is impacting several institutions throughout the Canvas community.

Services
Last updated: 
Thursday, April 20, 2017 - 8:38am
Start: 
Monday, April 17, 2017 - 10:00am
End: 
Tuesday, April 18, 2017 - 8:00am
Description

UPDATE:  Canvas Support reports that the slowness issue has been resolved

 

Original Notice:  ICON is currently experiencing slowness associated with importing and exporting files in courses. Support staff are working with Canvas Support to resolve the issue as quickly as possible.  This notice will be updated once we have more information.

Services
Last updated: 
Tuesday, April 18, 2017 - 8:24am
Start: 
Saturday, April 8, 2017 - 4:00am
End: 
Saturday, April 8, 2017 - 8:00am
Description

ShareStream will be offline during the Data Center Operations & Services Maintenance.

ICON (D2L) will be online, but may experience brief connectivity issues.  ICON (Canvas) will not be impacted. 

Other enterprise instructional technologies (UI Capture, Wiki, etc.) should not be affected. 

Services
Last updated: 
Saturday, April 8, 2017 - 8:00am
Start: 
Wednesday, April 5, 2017 - 8:00am
End: 
Wednesday, April 5, 2017 - 8:30am
Description

Update: This issue has been resolved. Please contact the ITS Help Desk if you experience any further issues. 

Original Notice: Instructors have lost access to their courses in ICON. ITS support staff are working on the issue. Student access is not affected. 

Services
Last updated: 
Wednesday, April 5, 2017 - 8:30am
Start: 
Friday, March 31, 2017 - 3:00pm
End: 
Saturday, April 1, 2017 - 3:00pm
Description

Update: Canvas has pushed up the time for this work to 3pm today and it will be completed by 3pm tomorrow. It was originally scheduled from 10pm today until 10pm tomorrow.

Original Notice: The chat tool in ICON (Canvas) will be upgraded and unavailable during this time. Other areas of ICON will be unaffected. 

More information about the chat tool upgrade

Services
Last updated: 
Saturday, April 1, 2017 - 3:00pm
Start: 
Thursday, March 16, 2017 - 2:30pm
End: 
Thursday, March 16, 2017 - 3:15pm
Description

Update: The ICON dashboard issues are resolved. Please contact the ITS Help Desk if you experience any further issues.

Original Notice: The ICON dashboard is having issues displaying links to courses. Support teams are aware of this issue and are investigating. In the meantime, please access courses via the "Canvas Home" button.

Services
Last updated: 
Thursday, March 16, 2017 - 3:12pm
Start: 
Tuesday, February 28, 2017 - 11:45am
End: 
Tuesday, February 28, 2017 - 6:00pm
Updates
Tuesday, February 28, 2017 - 6:00pm

The issues with Canvas are resolved.

Please contact the ITS Help Desk if you have any problems using this service.

Tuesday, February 28, 2017 - 4:30pm

Canvas courses are starting to come back online, but are loading slowly.  The outage earlier today due to issues with Amazon Web Services in the cloud may not be fully resolved.  Amazon has repaired access to existing files in Canvas. Uploading new files to Canvas is not working correctly.

The issues with Qualtrics and Lynda.com are resolved.

Tuesday, February 28, 2017 - 12:30pm

This outage is due to issues with Amazon Web Services in the cloud. Other services impacted that are not available are Qualtrics, UI Capture (Panopto) and Lynda.com.

Description

The ICON service is down. Support staff are working to resolve the issue. This notice will be updated once we have more information.

Last updated: 
Tuesday, February 28, 2017 - 6:05pm
Start: 
Thursday, February 9, 2017 - 8:45am
End: 
Thursday, February 9, 2017 - 9:15am
Description

UPDATE: The ICON service is restored. Please contact the ITS Help Desk if you experience further issues.

The ICON service is down. Support staff are working to resolve the issue. This notice will be updated once we have more information.

Services
Last updated: 
Thursday, February 9, 2017 - 9:15am
Start: 
Tuesday, January 3, 2017 - 3:30am
End: 
Tuesday, January 3, 2017 - 5:30am
Description

ICON will not be available during this time.

Services
Last updated: 
Tuesday, January 3, 2017 - 5:30am
Start: 
Wednesday, November 16, 2016 - 1:30pm
End: 
Saturday, November 19, 2016 - 8:00am
Description

Some users are reporting a 'Service is Unavailable' error message when previewing documents in Speedgrader. Canvas has identified an issue that intermittently causes a connection timeout between Canvas and the Crocodoc document previewer. Canvas and their partner company are aware of the problem and are working on a resolution. Visit the Status Page for more information. 

Services
Last updated: 
Saturday, November 19, 2016 - 9:19am
Start: 
Friday, November 4, 2016 - 12:30pm
End: 
Wednesday, November 9, 2016 - 8:30am
Description

Canvas is experiencing ongoing intermittent document preview errors when loading documents in the browser.  Canvas is aware of the problem, and is working on a resolution.

Visit http://status.instructure.com/ for more information and updates from Canvas about this issue.     

Services
Last updated: 
Wednesday, November 9, 2016 - 8:28am
Start: 
Wednesday, November 2, 2016 - 9:30am
End: 
Wednesday, November 2, 2016 - 3:00pm
Description

There are issues logging in and accessing courses in Canvas.  Clearing your browser cache and cookies (directions are available here: https://its.uiowa.edu/support/article/719), has worked in some cases.  ITS support staff are working with the vendor on this issue.

Services
Last updated: 
Wednesday, November 2, 2016 - 3:23pm
Start: 
Monday, October 31, 2016 - 10:15am
End: 
Monday, October 31, 2016 - 2:15pm
Description

Users are having trouble using the Import Content tool in ICON (Canvas). Currently all imports are holding as queued. We are aware of the issue and are working with the vendor to resolve this as quickly as possible.

Services
Last updated: 
Monday, October 31, 2016 - 2:26pm
Start: 
Monday, August 22, 2016 - 11:30am
End: 
Monday, August 22, 2016 - 7:30pm
Description

We have received reports that users are having trouble downloading files from ICON (Canvas). We are aware of the issue and are working with the vendor to resolve this as quickly as possible.

Find more information about this issue on the Canvas Status site

Services
Last updated: 
Monday, August 22, 2016 - 9:42pm