IS Alerts
Today's Alerts
| Title | Time | Impact | Affected Services | Description | Criticality |
|---|---|---|---|---|---|
| Microsoft 365 services highly degraded | Fri 13-Nov-26, 00:30 Until Fri 13-Nov-26, 13:30 |
13 hours Outage |
| Update: The global Microsoft outage appears to be resolving and we anticipate that, over the course of Friday afternoon, Outlook services will return to normal. We will continue to monitor the situation and will keep students and staff updated. As email and calendar services recover, please be cautious of anyone contacting you or sending you an email, asking you to click on a link to restart your account or release any messages that have been held up. Please log into your email account as you usually would – no other action is needed. If you do have any issues or concerns, please contact EdHelp or the IS Helpline University email and calendar services are currently impacted by a global outage with some Microsoft 365 services, including Teams and Outlook. Email and calendar are intermittently unavailable. Teams is working though some features may be slow to load. We do not believe any teaching and assessment services are impacted at this time. ISG have convened a Major Incident Team and are using alternative communication channels to circulate updates. A Teams channel has been created and we will issue updates on the situation as it develops: https://edin.ac/4eyUjoU Please use the following links for support: Students: https://www.askedhelp.ed.ac.uk Staff: https://www.ed.ac.uk/is/selfservice People and Money: Please log in as usual but use your worklist to see any alerts and actions: https://edin.ac/3WHtN6H | High |
| Fri 13-Nov-26, 13:30 Until Mon 16-Nov-26, 11:30 |
2 days, 22 hours At Risk | ||||
| Contacting IS Helpline & Call logging through UniDesk | Fri 13-Nov-26, 00:00 - Ongoing |
1 day, 2 minutes Degraded Service |
| The IS Helpline webform and email address are currently not routing calls into UniDesk and UniDesk email imports are paused generally due to a global issue with O365. No calls will be lost, they will eventually import when o365 is available again, but for now please follow the guidance here: End users raising calls - Students: please continue to use AskEdHelp as usual Staff: please use the Self Service Portal: https://www.ed.ac.uk/is/selfservice UniDesk Operators: Please create calls manually. You can still see email in your UniDesk mailbox where it will be queuing. If you need to have your mailbox login and password reminders please create a call and pass it to the IS-US-IT Services Operator group. Please see this alert for information on the underlying issue: https://alerts.is.ed.ac.uk/authenticated/alert/14069 | Medium |
| Core Router CRT Upgrade APT 1 | Thu 12-Nov-26, 07:30 Until Thu 12-Nov-26, 07:40 |
10 minutes At Risk |
| Firmware upgrade | Low |
| Scheduled Database Maintenance - Wiki | Wed 11-Nov-26, 08:00 Until Wed 11-Nov-26, 09:00 |
1 hour Outage |
| Routine database maintenance. Development and Test will be patched in advance. | Low |
| Wed 11-Nov-26, 09:00 Until Wed 11-Nov-26, 10:00 |
1 hour At Risk | ||||
| Eleanor annual update | Mon 09-Nov-26, 09:00 Until Mon 23-Nov-26, 17:00 |
14 days, 8 hours At Risk |
| Eleanor will be undertaking its annual update over the next two weeks and while we expect there to be little or no user impact there may be times when the service will be unreachable. Therefore the service should be considered AT RISK while the work is underway. Should work be necessary that affects VMs on the service owners will be notified accordingly. | Low |
| UniDesk maintenance - upgrade | Fri 06-Nov-26, 22:30 Until Sat 07-Nov-26, 03:00 |
4 hours, 30 minutes Degraded Service |
| The UniDesk Operator Interface and Self Service Portal will be upgraded to the latest version on Friday 6th November between 22:30 - 03:00 This upgrade will take place in two phases, phase one on Friday 6th November and phase two on Friday 13th November. This is to update our UniDesk environment to the latest version and prepare us for the release of continuous vendor updates. It is anticipated that there will be a period of less than 30 minutes where the services may be unavailable. After the upgrade has taken place we anticipate that search indexes will be required to regenerate. The search indexes are estimated to take around around 1 day to regenerate due to the size of our environment. We anticipate search functionality to be unavailable over the weekend while the re-build takes place. Operators and users will be able to use UniDesk as normal after the upgrade but bear in mind that the search function may not be available. The work will be performed by TOPdesk in partnership with our supplier HEFESTIS. | Medium |
| Fri 13-Nov-26, 22:30 Until Sat 14-Nov-26, 03:00 |
4 hours, 30 minutes Degraded Service | ||||
| UniDesk intermittent connection issues | Tue 27-Oct-26, 09:10 - Ongoing |
17 days, 14 hours, 52 minutes Degraded Service |
| UPDATE: Latest from TOPdesk/ HEFESTIS - We suspect these symptoms may be related to a disruption involving Cloudflare or Fortinet, but this has not yet been confirmed. We are also investigating blank pages and incorrect layouts, particularly in Imports and Automated Actions. These symptoms appear consistent with a browser cache issue and may vary between browsers. We are working to determine whether they are related to the disruption described above or to a recent change in TOPdesk. Another update is due at 5pm. Some University of Edinburgh UniDesk users are seeing issues with making / retaining a connection to UniDesk this morning. We reported this to HEFESTIS and they have now notified us that they've been in touch with the vendor (TOPdesk) and they have declared a Major Incident relating to these problems: We are currently experiencing issues with: • TOPdesk login: Users can log in at times, but login attempts fail at other times. • Switching between SSP and Operator: Switching works at times, but fails or becomes unresponsive at other times. • My TOPdesk login: Users can sometimes log in, while at other times they cannot. • Page display: Pages, particularly Imports and Automated Actions, sometimes load correctly and sometimes display a blank white screen or an incorrect layout. • Incident content: Incident details sometimes appear immediately, but at other times the browser page must be refreshed to display them. • TOPdesk availability: TOPdesk becomes unreachable and then accessible again. This occurs both within and outside the customer’s network, including in private browsing mode. • Emails are not displayed right, preview is not available. The issue currently affects Microsoft Edge, Google Chrome, Firefox and Safari. Clearing your browser’s cache may resolve the issue. We have had reports from members already that have been impacted, and we have raised this with TOPdesk directly. TOPdesk’s latest comms as of 10:15 states another update is due at 1pm UK time. | Low |