We are continually working on the IT systems affected by recent issues, and are pleased to let you know that we are making significant progress. Our teams are working around the clock to resolve these issues and we apologise wholeheartedly for any inconvenience you have experienced.
Update 25 October 2016
The four main libraries are now open 24/7, although full library services will remain unavailable. This means that you are able to borrow books by visiting a library enquiry desk, but you are currently unable to reserve books. Access to e-resources is fully available.
As you are unable to renew your library books online, we would like to reassure you that you will not be penalised for the late return of your books.
As soon as full library services are restored we will ask faculties to re-open all submission windows set from Monday 17 October onwards. This will give you a further calendar week to resubmit, if you wish.
As mentioned previously, we realise that some of you will have deadlines coming up that you may not have been able to work towards. For this reason, we will extend the deadline of all coursework that has a submission date up to and including Friday 28 October. In practice, this will mean:
|Original submission deadline||Revised submission deadline|
|Monday 17 October to Tuesday 25 October||Date library systems restored, plus one calendar week|
And so on until the system is restored
Following the restoration of service we will extend deadlines that fall up to and include Friday 28 October, by one week. So, for example, if normal service is restored on Wednesday 26 October:
|Original submission deadline||Revised submission deadline|
|Wednesday 26 October||Wednesday 2 November|
|Thursday 27 October||Thursday 3 November|
|Friday 28 October||Friday 4 November|
We are aware that despite these measures, some students feel that their study towards work originally due after Friday 28 October has been adversely affected. We are currently assessing how best to manage this given the large variety of assessment patterns across the university.
Our intention remains, however, to ensure that you are not disadvantaged by the IT problems you have experienced.
Please note that this does not apply to students on the online MSc Psychology and Neuroscience of Mental Health programme or the online LLM in International Corporate and Commercial Law.
Student stipend payments (November)
We are pleased to announce that the bulk of student stipends have been paid today and should appear in bank accounts on Thursday 27 October. Please check your account on Thursday and if you have not received credit for the Tuesday 1 November payment, please contact email@example.com. We are making student payments daily.
The bulk of student expenses will be paid on Wednesday 26 October.
While shared drives are in the process of being recovered, staff and students are encouraged to save work on OneDrive or a USB stick until the shared drives are fully functioning. Please do not save work in ‘My Documents’ or on the ‘N: drive’ as this may be lost during the recovery process. Instructions on how to use OneDrive are attached onedrive-for-business-one-pager-2016-10. Please log on via the Office 365 login page at Portal.office.com.
Skype for Business
Skype for business is now fully working.
King’s Mobiles App
The King’s mobile app is now working, although some aspects that are affected by current system issues will not be available.
Our digital photograph resource is now fully available.
Mailman mailing list service
The Mailman mailing list service completed all stages of testing on Monday 24 October, and is now working. Messages can now be sent using Mailman as usual.
Please note that most of the messages sent to Mailman lists between 16.00 Monday 17 October and 12.00 on Monday 24 October will have been lost and will need to be resent. If you have any queries or encounter any problems, please contact the IT Service Desk.
King’s ejournals A-Z list – has recently been restored and are now fully operational.
If you have any queries or encounter any problems, please contact the IT Service Desk
Which systems are working?
The landline telephones in all King’s buildings are now working correctly. If you have any issues, please contact IT Services by emailing firstname.lastname@example.org.
The Follow-me printing server has been successfully restarted. There may be one or two local problems and if you experience any issues, get in touch in the usual way by emailing email@example.com.
Shibboleth (system for Library search) is now up and running. That’s good news for KCLSU as the Students’ Union has been using the system to help run its elections.
Timetabling has been restored for Arts & Sciences and FoLSM. We are still working on timetabling for the Florence Nightingale Faculty of Nursing & Midwifery. If you are having any issues with timetabling, please contact your department or faculty.
The system used by administrators is now available to all staff across the university. Staff are working hard to ensure that student records are up-to-date when the Student Record system becomes available.
Student Records – the system used by students is not yet available, further testing is still ongoing.
Network and Shared Drives
There are still issues with network and shared drives. Please save your documents onto a USB stick or better to the OneDrive service. Do not save items to My Documents as the information is part of the network and will be lost as the items cannot be synchronised onto the network.
Skype for Business
Skype for Business is now fully operational.
Ongoing IT systems issues
HR Management System (HRMS), APTOS Finance system, PURE (research) databases, the intranet, library systems (Aleph, My Reading Lists), Admissions portal, KCeP, Planon, and some of The Compass services.
To report any issues please email the IT Service Desk on firstname.lastname@example.org.
FREQUENTLY ASKED QUESTIONS
What has happened?
We were alerted to an IT service outage on the evening of Monday 17 October.
IT are working to a plan to restore the affected systems and functions in the order of priority set by the university. We are focused firstly on restoring the most critical student supporting services. The problems are due to a hardware failure but please be assured that we do have robust data and information security protections in place for our IT systems. We have been working with our suppliers 24/7 since the issue was identified to resolve the situation as soon as possible but there are on-going issues with some IT systems.
What caused this?
We believe that hardware is the source of the problem. As is our normal practice, there will be a full review once normal services are restored. The review will confirm the root cause(s) of the problem.
How long will this go on for?
Regrettably, we are unable to say exactly when all systems will be restored but will continue to provide regular updates to everyone until the problem is resolved.
Will I lose my work?
There is a possibility of some loss of data, however we are working to limit the impact of this as much as possible, restoring from the very latest backups available where necessary.
What security protocols were in place to protect our data?
A suite of data and information security protections is in place to protect all our users, both students and staff.
We do not disclose detailed information about our security systems for obvious reasons.
I can’t access my emails.
Emails are still accessible via https://outlook.com/kcl.ac.uk – you will be asked to login using your normal username (K number) and password.
How will this affect my application?
If prospective students are currently working to any King’s deadline then these will be extended to one week after systems are restored. Once the systems have recovered, the admissions team will be able to check the status of applications.
I can’t pay my tuition or residence fees what should I do?
Residence and Term 1 tuition fees are normally due by Tuesday 25 October, but we are extending the deadline to Monday 31 October. As soon as systems are restored please pay any fees due and we would like to reassure you that students will not be penalised for late payments as a consequence of the system failures.
The following services are NOT affected:
– WiFi (Eduroam and The Cloud)
– Internet Access (external sites such as Google and the kcl.ac.uk website)
– Office 365 services (including Outlook and Business)
– Lecture Capture
What can we do in the meantime?
Please bear with us. We are working around the clock to resolve this as quickly as possible.
There are work-arounds for some systems. Some of the work-arounds can be found in this FAQ, while others depend on your department and the systems they use.
If you are experiencing issues that are not listed above, please email IT at email@example.com