Service status Service Status

If your issue is not listed, please raise a call via the Service Desk.

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 Current Outages:

WiFi Issues: Main Library

Updated: 22 Jan 2019 at 9:39am

Updated 22/01/19 9.36am

Our Network Team are working with hardware supplier to resolve this issue. We thank you for your patience whilst we endeavour to fix the issue as quickly as possible.


Our Network Team are continuing to work on resolving the issues with the WiFi in the Main Library.
We are aware that this is causing a significant amount of disruption and are grateful for your continued understanding and patience.

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BEAR : Services unavailable

Updated: 18 Jan 2019 at 5:27pm  

BEAR Services

BEAR Services are coming back online, please check to see if you can log in and access the services.

If you’re still having an issue, please log a call via the IT ServiceDesk.

We apologise for the inconvenience caused.



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 Known Issues & Workarounds:

Canvas: Degraded Performance

Updated: 22 Jan 2019 at 1:20pm

Canvas is currently experiencing slower performance than usual. Users may experience slow loading times on Canvas pages or even timing out. Canvas is currently investigating.

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Windows 7: “Windows is not genuine”

Updated: 15 Jan 2019 at 1:42pm

We are aware of an issue where some Windows 7 devices on campus are showing the message “Windows is not genuine”

It should not cause any disruption, however we are still looking into resolving this as soon as possible.

If you are experiencing this issue please contact the IT Service Desk we can gather your details and add you to our open call.

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Mozilla Firefox: Crash on Startup

Updated: 4 Jan 2019 at 8:59am

IT Services are aware of an issue that causes Mozilla Firefox to crash on startup on some campus PCs.

We are currently working on a fix and have already rolled out the first stage of a software update which will eventually resolve this issue. We will update this page when the second phase is due to be rolled out.

As a workaround you will need to use an alternate web browser until the updates have been applied.


IT Services

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Users who have upgraded to the Windows 10 October 2018 update are currently unable to use the University split-tunnel VPN.

As a workaround, Users can enable the full tunnel which will route all traffic via the VPN, rather than just University traffic. You can do this by ticking ‘All Internet Activity’ on the login page.

Our supplier are currently waiting for Microsoft to provide a fix for this issue.


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macOS: Release of 10.14 (Mojave)

Updated: 27 Nov 2018 at 9:13am  

Apple recently released the latest version of macOS, version 10.14 (Mojave). The IT Service Desk have tested some common applications used by the University and found they work with no issue on this version of macOS.

However, we have noticed that the SafeQ managed print software will stop functioning after an upgrade to macOS 10.14. If you have already upgraded, please follow the instructions at the bottom of KB13216 in order to restore your ability to print.

If you do notice any issues with applications not working after an upgrade, please contact the IT Service desk.


IT Services

Workaround - macOS: Release of 10.14 (Mojave)

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 Scheduled Maintenance:

eData unavailable for maintenance

Updated: 23 Jan 2019 at 10:01am | Maintenance Window: 23 Jan 2019 10:00am to 23 Jan 2019 11:00am

The eData repositiory will be unavailable for up to an hour this morning from 10-11am due to essential maintenance.

Sorry for any inconvenience that this causes.

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 Recent Service Changes:

Associates: New Core Cutover Arrangements

Updated: 7 Jan 2019 at 10:16am

As part of New Core cutover preparation, we are now unable to process new associate requests until after 4 February 2019.

If you recently received an associate reminder email from Service Desk please ignore it. Apologies, this was an auto-generated message that did not include the most up-to-date information on associate processes.

In case an emergency associate account is needed during the transition period, a limited temporary access account providing University of Birmingham username and email may be created. Please note that until New Core systems are live, access cannot be provided to any other University systems, such as ID card and parking access.

Additional information:

  • All associate accounts due to expire during the cutover period will now automatically extend until 28 February to ensure that no one loses access to University systems if they need it.
  • As the current systems are unavailable during cutover, new associate accounts can’t be created until after New Core go-live on 4 February with the exception of temporary emergency accounts.
  • From 4 February, you can request new accounts through Service Desk, using the same process as before. However, from 4 February Associates will be known as Contingent Workers so the request will look slightly different within Service Desk.
  • Amendments to existing associate accounts will also be possible from 4 February via Service Desk.

To place a request for a limited emergency associate account, approved associate requesters should lodge an incident with Service Desk either online or by phone 0121 414 7171. We are unable to process requests from any party other than an approved associate requester.

Kind regards

IT Services

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