WVU Information Technology

REMINDER: ITS will install Windows 11 on all WVU-managed Windows computers that need and can accept the update, starting Tuesday, July 9. This change applies to all WVU campuses, including Health Sciences Center locations.

This update will download in the background while you are working and won’t disrupt your productivity. You will have up to three days to restart your computer and complete the update after you see the pop-up telling you updates are available. If you do not manually restart your device within that time frame or schedule the restart, the update will be completed overnight.

RESOLVED: Phone service has been restored, and we are seeing both incoming and outgoing calls. No further updates planned.
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UPDATE: Transfers and direct calls between 293 numbers ARE working. No external calls are coming in or going out at this time. Again, UPD (293-COPS) is still operational because it is on a different carrier, and so is the main WVU # (293-0111).
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All WVU phone service using a 293- exchange is currently unavailable. This includes call centers such as the ITS Service Desk, Shared Services and the Hub. Toll-free numbers may be working but are not guaranteed.

UPD (293-COPS) remains operational because it is on another carrier. Will update as we get more information.

ITS has restored connection between the HSC and downtown data centers, and all services should be working normally. The networking team continues to monitor the situation.

If you continue to have problems, please call the ITS Service Desk at 304-293-4444.

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We're investigating a recurrence of the network connectivity problems between the HSC and downtown data centers. This is primarily affecting wireless internet and printing services. We are working to restore service ASAP and will update when we are able.

RESOLVED: Wi-Fi service in Evansdale buildings has been restored.
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We are investigating an issue with wireless service at multiple Evansdale buildings and will update when we know more. This does NOT affect the HSC campus.

RESOLVED: ITS has resolved the problem with Mountaineer Card-related services, and no further disruptions are expected. We will update you if that situation changes.
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Mountaineer Card-related services, including the MyMountaineerCard website and Mountie Bounty transactions, may be intermittently unavailable today as ITS and our vendor continue to troubleshoot a problem affecting system users with elevated privileges. If you encounter system delays, please try again a little later.

RESOLVED: ITS has restored connection between the HSC and downtown data centers. It appears to be stable, but our networking team continues to monitor the situation and will update as needed.

If you continue to have problems, please call the ITS Service Desk at 304-293-4444 or the HSC Help Desk at 304-293-3631.

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ITS is investigating network connectivity problems between the HSC and downtown data centers. This outage is affecting many systems and services at HSC. We are working to restore service ASAP and will update in about 30 minutes.

REMINDER: mymountaineercard.wvu.edu is down until 11 a.m. for previously announced maintenance.

Banner (STAR) and STAR-related applications will be unavailable from 3 p.m. Friday, June 28 until 8 a.m. Saturday, June 29 for critical processes related to the end of the fiscal year. The following will be unavailable during that time: Banner self-service (star.wvu.edu), Banner administrative forms (STAR INB), Banner Document Management (BDM), Banner Operational Data Store (ODS) and Degree Works.

It’s common to see an error message when you try to log in after a system update. If you are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

RESOLVED: The Portal is now accessible.
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The WVU Portal is currently unavailable, and ITS is working to identify the problem and restore service as soon as possible.

The University has adopted formal guidelines for faculty, staff and students to help ensure that generative Artificial Intelligence (AI) tools are responsibly integrated into administrative operations. Use of such tools must be beneficial, ethical, aligned with the University’s core values, and in compliance with existing policies about the use of technology at WVU.

IMPORTANT: You must use the IT Purchase Request process to ensure the tool you want to use is secure. This includes any planned use of free software.

Learn more:
https://enews.wvu.edu/articles/2024/06/18/wvu-adopts-formal-guidance-around-responsible-use-of-ai-in-administrative-operations

RESOLVED: All wireless issues have been resolved.
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UPDATE: We are working with our vendors to address ongoing Wi-Fi issues at HSC and other locations. Issues with other services have been resolved. Please report any new problems to the Service Desk at 304-293-4444.
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We have restored wireless internet service at HSC and continue working with our vendors to address other locations ASAP.
UPDATE: Access to the VPN and Azure Virtual Desktop are also affected by this ongoing outage. We are working to restore service ASAP.
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ITS is working to restore wireless internet service at the Health Sciences and other affected locations ASAP. We'll update periodically.

Expect daily disruption of internet and other key services 3-6:30 a.m. throughout June

E-News | Expect daily disruption of internet and other key services 3-6:30 a.m. throughout June Brief disruptions of internet connectivity and technology services on all WVU campuses will occur daily between 3 a.m. and 6:30 a.m. throughout the remainder of June as ITS works to install new network security software before July 1. This time slot has been identified as the least disruptive to mos...

RESOLVED: The Portal is now available.
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We are aware of error messages appearing upon logging into the WVU Portal and are investigating the cause. We will provide updates as we are able.

TOMORROW: There will be a brief, intermittent disruption to internet connectivity and technology services on all WVU campuses between 3 a.m. and 6:30 a.m. Wednesday, June 12. Information Technology Services is working to install new network security software by June 30 and needs an additional day to ensure that deadline is met.

During these brief outages, access to critical WVU services that connect to the WVU data center will be affected. This includes such things as wired and wireless internet service, Virtual Private Network, Portal, MAP and Applaud, STAR and Banner-related services, eCampus, SOLE and many other applications.

If you see an error message and are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

ITS will install Windows 11 on all WVU-managed Windows computers that need and can accept the update, starting Tuesday, July 9. This change applies to all WVU campuses, including Health Sciences Center locations.

This update will download in the background while you are working and won’t disrupt your productivity. You will have up to three days to restart your computer and complete the update after you see the pop-up telling you updates are available. If you do not manually restart your device within that time frame or schedule the restart, the update will be completed overnight.

Microsoft will stop supporting Windows 10 after October 2025, and any devices still using that operating system will no longer get critical security updates. All major WVU systems and services, including SOLE, have been vetted with Windows 11, so no disruption is expected.

If you don’t see the pop-up shortly after July 9, it’s possible that your device cannot be upgraded. Please contact your college or department IT support team.
If you work at HSC and don’t see the pop-up, please notify your departmental Computer Support Contact that your device cannot be upgraded to Windows 11.

If you don’t know who your Computer Support Contact is, log in with your WVU email address and review this article: https://wvu.atlassian.net/servicedesk/customer/portal/5/article/1100152881. If you have trouble logging in, call 304-293-4444.

It’s common to see an error message when trying to log in after a system update. Try clearing your web browser history, closing your browser and relaunching it. Rebooting also clears cached pages. If you still have problems after taking these steps, call the ITS Service Desk 304-293-4444.

REMINDER: Many important systems and services will be inaccessible 7 a.m.-noon Sunday, June 9 for critical security updates. This includes Portal, STAR and eCampus. Can’t login after that? Clear your browser history.

There will be a brief, intermittent disruption to internet connectivity and technology services on all WVU campuses between 3 a.m. and 6:30 a.m. Monday, June 10. Information Technology Services is testing new network security software that must be installed by June 30 and needed to add another testing day to ensure that deadline is met.

During these brief outages, access to critical WVU services that connect to the WVU data center will be affected. This includes such things as wired and wireless internet service, Virtual Private Network (VPN), Portal, MAP and Applaud, STAR and Banner-related services, eCampus, SOLE, and many other applications.

If you see an error message and are unable to log in once this work has been completed, try clearing your browser history, closing your browser, and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

MANAGED PRINTING UPDATE: Installation of new Managed Printing devices across the WVU system will continue through mid-November, with academic and administrative departments typically receiving at least one week’s notice of the change. Information Technology Services had hoped to complete this work by June 30, but progress has been hindered by resource constraints and machine availability.

ITS notifies WVU building supervisors when printer installations are scheduled and provides them with details on the quantity and locations of the new multi-function devices. At the Health Sciences Center, ITS tries to coordinate with departmental contacts.

Machine locations are determined by historical-use data. It is up to the building supervisors to ensure all occupants are notified of the removals and installations; ITS does not have this capability. Building supervisors also collect user and funding string information as part of this process.

Participation in the Managed Printing program, which began in 2005, is mandatory. Centralizing a basic service such as print/copy/scan with standardized devices helps control costs and ensures appropriate vendor support.

Review these frequently asked questions to learn more about Managed Printing: https://wvu.atlassian.net/servicedesk/customer/portal/5/article/569016321

Enter your address when the login screen appears and authenticate with Duo to see the content. Contact the Service Desk at 304-293-4444 if you have any problems.

Many important systems and services will be inaccessible 7 a.m.-noon Sunday, June 9 for critical security updates. This includes STAR, MAP, eCampus, Applaud, Portal and Salesforce. Can’t login after that? Clear your browser history.

There will be brief, intermittent disruptions to internet connectivity and technology services on all WVU campuses between 3 a.m. and 6:30 a.m. Friday, May 31 and on subsequent Thursdays and/or Fridays through June. Information Technology Services is testing and installing new network security software and has selected this time frame to minimize impact on business operations.

During these brief outages, access to critical WVU services that connect to the WVU data center will be affected. This includes such things as wired and wireless internet service, Virtual Private Network (VPN), Portal, MAP and Applaud, STAR and Banner-related services, eCampus, SOLE, and many other applications.

If you see an error message and are unable to log in once this work has been completed, try clearing your browser history, closing your browser, and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

Mountaineer Card-related services, including the MyMountaineerCard website and Mountie Bounty transactions, will be unavailable from 6-11 a.m. Wednesday, June 26 for important security updates. There will be no noticeable differences when the update is complete.

During the maintenance window:
• On-campus laundry machines cannot be used.
• ID cards cannot be produced.
• MyPrinting will be unavailable.
• The Mobile ID application will be unavailable.

Door locks will continue to work during this time.

Direct any questions to the ITS Service Desk at 304-293-4444.

All students on all campuses must reauthorize proxy permissions as soon as possible, or current Proxy holders won’t be able to access your information in STAR or discuss it with University officials.

Information Technology Services | ACTION REQUIRED: Students must update STAR or Proxy holders will lose access to WVU records All students on all campuses must reauthorize proxy permissions as soon as possible, or current Proxy holders won’t be able to access your information in STAR or discuss it with University officials.

There will be brief, intermittent disruptions to internet connectivity and technology services on all WVU campuses between 3 a.m. and 6:30 a.m. Friday, May 24 while Information Technology Services tests new network security technology.

During this time, access to critical WVU services that connect to the WVU data center will be affected. This includes such things as wired and wireless internet service, Virtual Private Network (VPN), Portal, MAP and Applaud, STAR and Banner-related services, eCampus, SOLE, and many other applications.

ITS has chosen this time to minimize disruptions to normal business operations. If you see an error message and are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

RESOLVED: Our storage issue has been resolved, and Login, VPN, Portal, MAP, Applaud and MyPrinting are working normally. We appreciate your patience as we worked through these issues. No further updates are planned.

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3 p.m. UPDATE: Expect sporadic problems with Login, VPN, Portal, MAP, Applaud and MyPrinting until you receive another update. ITS has identified the cause of the storage issue and is working to restore service, but we cannot provide an ETA. We will update you as soon as we know this incident has been resolved.

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2 p.m. UPDATE: We are now seeing sporadic issues with login (single sign-on), Portal and the Virtual Private Network (VPN) as part of this ongoing outage. We will continue to provide updates.

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UPDATE: While you may briefly be able to access these services, they are not stable. ITS is continuing to work the problem.

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RESOLVED: Our storage issue has been resolved, and Login, VPN, Portal, MAP, Applaud and MyPrinting are working normally. We appreciate your patience as we worked through these issues. No further updates are planned.

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RESOLVED -- Our storage issue has been resolved, and Login, VPN, Portal, MAP, Applaud and MyPrinting are working normally. We appreciate your patience as we worked through these issues. No further updates are planned.

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UPDATE: We're working with vendors to resolve a storage issue that may be causing the ongoing problems with MAP, Applaud, Managed Printing and CS Gold, the software behind Mountaineer ID card services.

If you experience problems with other WVU services, please call 304-293-4444.

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UPDATE: ITS teams are working to restore service to MAP and Applaud, Managed Printing servers and CS Gold, the software behind Mountaineer ID card services.

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MAP and Applaud are down, and we are working with Oracle to restore service.

UPDATE: The planned May 29 outage of Banner (STAR) and STAR-related applications has been canceled. This work, which will focus on urgent financial aid updates, will be done in the normal maintenance window on Sunday, June 2.

It’s common to see an error message when you try to log in after a system update. If you are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

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Banner (STAR) and STAR-related applications will be unavailable from 12:01 a.m. to 5 a.m. on Wednesday, May 29 for urgent financial aid updates. This affects star.wvu.edu, Banner administrative forms, Banner Document Management, Banner Operational Data Store and Degree Works.

If you can’t log in afterward, try clearing your browser history, closing the browser and relaunching. Rebooting also clears cached pages.

SOLE and SOLE-related applications will be unavailable from 9 a.m. to 4 p.m. Saturday, May 11 for important maintenance. There will be no noticeable changes in features or functionality when this work is complete.

It’s common to see an error message when you try to log in after a system update. If you are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

UPDATE: The Banner team now anticipates it will be able to complete the required financial aid updates within the normal Sunday maintenance window so service should be restored by noon.

Again, it’s common to see an error message when you try to log in after a system update. If you are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.
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The normal Sunday maintenance window for Banner (STAR) and STAR-related applications will be extended to 2 p.m. on Sunday, May 5 to make critical financial aid updates and to complete other important updates that require more time than normal. The following will be unavailable during that time: Banner self-service (star.wvu.edu), Banner administrative forms (STAR INB), Banner Document Management (BDM), Banner Operational Data Store (ODS) and Degree Works.

It’s common to see an error message when you try to log in after a system update. If you are unable to log in once this work has been completed, try clearing your browser history, closing your browser and relaunching it. Rebooting your device will also clear cached pages. If you still have problems after taking these steps, please call 304-293-4444.

RESOLVED: MAP and Applaud are now working normally.

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ITS and Oracle will be restarting MAP and Applaud shortly to try to resolve system slowness. This outage should take about 30 minutes. We'll let you know when service has been restored.

STUDENTS: Giving you an early heads up!

Starting Monday, May 20, you will need to review and reauthorize Proxy access to your records, or your existing Proxy holders won't be able to see anything.

Information Technology Services | Student Resources To ensure that Proxy holders have continued access to your WVU records and the ability to pay bills on your behalf, students will need to reauthorize that access in STAR, starting Monday, May 20. If you don’t take any action, your current Proxy holders won’t be able to access your information or...