From cmeyer at rose.edu  Wed Dec  4 16:58:05 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Wed, 4 Dec 2013 22:58:05 +0000
Subject: [D2l-alert] [Onenetnews] [OneNet] 'OneNet Data Center
	Maintenance'
In-Reply-To: <mailman.308.1386197298.2032.onenetnews@lists.onenet.net>
References: <mailman.308.1386197298.2032.onenetnews@lists.onenet.net>
Message-ID: <F1E034BF-84E4-408F-B807-889F57AF7425@rose.edu>

Will this affect D2L access?

Chris

Sent from my iPhone

> On Dec 4, 2013, at 4:48 PM, "OneNet Technical Alerts and Updates" <onenetnews at lists.onenet.net> wrote:
> 
> OneNet has posted a new item, 'OneNet Data Center Maintenance'
> 
> We will be performing routine maintenance in our OKC data center this Sunday
> December 8th at 12:01am. The maintenance window will go until 4:00 am Sunday
> morning.
> 
> You may view the latest post at
> http://onenet.net/onenet-data-center-maintenance-2/
> 
> You received this e-mail because you asked to be notified when new updates are
> posted. You may unsubscribe at
> http://lists.onenet.net/mailman/listinfo/onenetnews
> 
> Best regards,
> Joshua Turner
> josh at onenet.net
> 
> 
> _______________________________________________
> Onenetnews mailing list
> Onenetnews at lists.onenet.net
> http://lists.onenet.net/mailman/listinfo/onenetnews


From brian at onenet.net  Wed Dec  4 17:37:11 2013
From: brian at onenet.net (Brian Burkhart)
Date: Wed, 4 Dec 2013 17:37:11 -0600
Subject: [D2l-alert] [Onenetnews] [OneNet] 'OneNet Data Center
	Maintenance'
In-Reply-To: <F1E034BF-84E4-408F-B807-889F57AF7425@rose.edu>
References: <mailman.308.1386197298.2032.onenetnews@lists.onenet.net>
 <F1E034BF-84E4-408F-B807-889F57AF7425@rose.edu>
Message-ID: <CA+WT1Uf329XiJUL2ZgRU2P5UW375x1fHMh4m5-hX2URAKM_NUw@mail.gmail.com>

Yes, you should see a few short-term outages during the maintenance window.


On Wed, Dec 4, 2013 at 4:58 PM, Meyer, Chris J. <cmeyer at rose.edu> wrote:

> Will this affect D2L access?
>
> Chris
>
> Sent from my iPhone
>
> > On Dec 4, 2013, at 4:48 PM, "OneNet Technical Alerts and Updates" <
> onenetnews at lists.onenet.net> wrote:
> >
> > OneNet has posted a new item, 'OneNet Data Center Maintenance'
> >
> > We will be performing routine maintenance in our OKC data center this
> Sunday
> > December 8th at 12:01am. The maintenance window will go until 4:00 am
> Sunday
> > morning.
> >
> > You may view the latest post at
> > http://onenet.net/onenet-data-center-maintenance-2/
> >
> > You received this e-mail because you asked to be notified when new
> updates are
> > posted. You may unsubscribe at
> > http://lists.onenet.net/mailman/listinfo/onenetnews
> >
> > Best regards,
> > Joshua Turner
> > josh at onenet.net
> >
> >
> > _______________________________________________
> > Onenetnews mailing list
> > Onenetnews at lists.onenet.net
> > http://lists.onenet.net/mailman/listinfo/onenetnews
>
> _______________________________________________
> D2l-alert mailing list
> D2l-alert at lists.onenet.net
> http://lists.onenet.net/mailman/listinfo/d2l-alert
>



-- 
Brian Burkhart
Asst. Dir. Network Systems
Oklahoma State Regents for Higher Education/OneNet
Office: 405-225-9408; Toll-Free: 888-5-OneNet
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From cmeyer at rose.edu  Thu Dec  5 09:01:21 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 5 Dec 2013 15:01:21 +0000
Subject: [D2l-alert] FW: Incident INC00287365 -- comments added
In-Reply-To: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
References: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>

Have any of you been able to use the Respondus test authoring tool to connect to the D2L server since our OS upgrade?

Chris

From: helpdesk at desire2learn.com [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 05, 2013 8:45 AM
To: Meyer, Chris J.
Subject: Incident INC00287365 -- comments added

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1342986
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From dlindon at rose.edu  Thu Dec  5 11:18:58 2013
From: dlindon at rose.edu (Lindon-Burgett, Dana J.)
Date: Thu, 5 Dec 2013 17:18:58 +0000
Subject: [D2l-alert] [Onenetnews] [OneNet] 'OneNet Data
	Center	Maintenance'
In-Reply-To: <CA+WT1Uf329XiJUL2ZgRU2P5UW375x1fHMh4m5-hX2URAKM_NUw@mail.gmail.com>
References: <mailman.308.1386197298.2032.onenetnews@lists.onenet.net>
 <F1E034BF-84E4-408F-B807-889F57AF7425@rose.edu>
 <CA+WT1Uf329XiJUL2ZgRU2P5UW375x1fHMh4m5-hX2URAKM_NUw@mail.gmail.com>
Message-ID: <F3518744FE00D4488AD08237DF6453D4089EA12D@Vesta.admin.rose.cc.ok.us>

This is a bit of a concern since we are heading into finals week.  Normally the time frame would be good, but it is not unusual to have students working late hours as they wrap up the semester work & prepare for final projects.

Is there any way this could be delayed 1 or 2 weeks to help us get through the end-of-semester crunch?

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Brian Burkhart
Sent: Wednesday, December 04, 2013 5:37 PM
To: Meyer, Chris J.
Cc: Hurst, Travis; d2l-alert
Subject: Re: [D2l-alert] [Onenetnews] [OneNet] 'OneNet Data Center Maintenance'

Yes, you should see a few short-term outages during the maintenance window.

On Wed, Dec 4, 2013 at 4:58 PM, Meyer, Chris J. <cmeyer at rose.edu<mailto:cmeyer at rose.edu>> wrote:
Will this affect D2L access?

Chris

Sent from my iPhone

> On Dec 4, 2013, at 4:48 PM, "OneNet Technical Alerts and Updates" <onenetnews at lists.onenet.net<mailto:onenetnews at lists.onenet.net>> wrote:
>
> OneNet has posted a new item, 'OneNet Data Center Maintenance'
>
> We will be performing routine maintenance in our OKC data center this Sunday
> December 8th at 12:01am. The maintenance window will go until 4:00 am Sunday
> morning.
>
> You may view the latest post at
> http://onenet.net/onenet-data-center-maintenance-2/
>
> You received this e-mail because you asked to be notified when new updates are
> posted. You may unsubscribe at
> http://lists.onenet.net/mailman/listinfo/onenetnews
>
> Best regards,
> Joshua Turner
> josh at onenet.net<mailto:josh at onenet.net>
>
>
> _______________________________________________
> Onenetnews mailing list
> Onenetnews at lists.onenet.net<mailto:Onenetnews at lists.onenet.net>
> http://lists.onenet.net/mailman/listinfo/onenetnews
_______________________________________________
D2l-alert mailing list
D2l-alert at lists.onenet.net<mailto:D2l-alert at lists.onenet.net>
http://lists.onenet.net/mailman/listinfo/d2l-alert



--
Brian Burkhart
Asst. Dir. Network Systems
Oklahoma State Regents for Higher Education/OneNet
Office: 405-225-9408; Toll-Free: 888-5-OneNet
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From Andrew.Tran at Desire2Learn.com  Thu Dec  5 13:07:53 2013
From: Andrew.Tran at Desire2Learn.com (Andrew Tran)
Date: Thu, 5 Dec 2013 19:07:53 +0000
Subject: [D2l-alert] INC00287365 Server Access
Message-ID: <F4F4813C371A234AA91C9C20591581BA27B24CEC@KTVCAEX-MB-02.desire2learn.d2l>

Hello,

I will be logging into your production environment to investigate the issues with Respondus in ServiceNow incident INC00287365. You will be notified as soon as I have logged off.

Regards,

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From Susan.Kleisath at Desire2Learn.com  Thu Dec  5 13:34:03 2013
From: Susan.Kleisath at Desire2Learn.com (Susan Kleisath)
Date: Thu, 5 Dec 2013 19:34:03 +0000
Subject: [D2l-alert] INC00285726 - Server Access
Message-ID: <C3679A2B4442EC4B9D8A96C85466336221559E25@KTVCAEX-MB-02.desire2learn.d2l>

Hello,

I will be logging into your production environment to investigate the server error reported in Service Desk incident INC00285726.  I will notify you as soon as I have logged off.

Thank you,
Susan


[Description: Description: D2LPici]
Susan Kleisath
Tier II - Technical Support Analyst
Desire2Learn Incorporated
1-888-538-3908 X2080
susan.kleisath at desire2learn.com<mailto:susan.kleisath at desire2learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From Andrew.Tran at Desire2Learn.com  Thu Dec  5 14:37:36 2013
From: Andrew.Tran at Desire2Learn.com (Andrew Tran)
Date: Thu, 5 Dec 2013 20:37:36 +0000
Subject: [D2l-alert] INC00287365 Server Access
In-Reply-To: <F4F4813C371A234AA91C9C20591581BA27B24CEC@KTVCAEX-MB-02.desire2learn.d2l>
References: <F4F4813C371A234AA91C9C20591581BA27B24CEC@KTVCAEX-MB-02.desire2learn.d2l>
Message-ID: <F4F4813C371A234AA91C9C20591581BA27B24EEF@KTVCAEX-MB-02.desire2learn.d2l>

Hello,

I have logged off your production environment and will be updating the incident shortly.

Regards,
[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Thursday, December 05, 2013 2:08 PM
To: d2l-alert at lists.onenet.net
Cc: Shelley Constant; TechnicalResponse
Subject: INC00287365 Server Access

Hello,

I will be logging into your production environment to investigate the issues with Respondus in ServiceNow incident INC00287365. You will be notified as soon as I have logged off.

Regards,

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From Andrew.Tran at Desire2Learn.com  Thu Dec  5 15:05:49 2013
From: Andrew.Tran at Desire2Learn.com (Andrew Tran)
Date: Thu, 5 Dec 2013 21:05:49 +0000
Subject: [D2l-alert] INC00287365 Server Access
In-Reply-To: <F4F4813C371A234AA91C9C20591581BA27B24EEF@KTVCAEX-MB-02.desire2learn.d2l>
References: <F4F4813C371A234AA91C9C20591581BA27B24CEC@KTVCAEX-MB-02.desire2learn.d2l>
 <F4F4813C371A234AA91C9C20591581BA27B24EEF@KTVCAEX-MB-02.desire2learn.d2l>
Message-ID: <F4F4813C371A234AA91C9C20591581BA27B24F1D@KTVCAEX-MB-02.desire2learn.d2l>

Hello,

I will be logging into your production environment to investigate the issues with Respondus in ServiceNow incident INC00287365. You will be notified as soon as I have logged off.

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Thursday, December 05, 2013 3:38 PM
To: d2l-alert at lists.onenet.net
Cc: Shelley Constant; TechnicalResponse
Subject: RE: INC00287365 Server Access

Hello,

I have logged off your production environment and will be updating the incident shortly.

Regards,
[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Thursday, December 05, 2013 2:08 PM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Shelley Constant; TechnicalResponse
Subject: INC00287365 Server Access

Hello,

I will be logging into your production environment to investigate the issues with Respondus in ServiceNow incident INC00287365. You will be notified as soon as I have logged off.

Regards,

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From Andrew.Tran at Desire2Learn.com  Thu Dec  5 15:32:28 2013
From: Andrew.Tran at Desire2Learn.com (Andrew Tran)
Date: Thu, 5 Dec 2013 21:32:28 +0000
Subject: [D2l-alert] INC00287365 Server Access
In-Reply-To: <F4F4813C371A234AA91C9C20591581BA27B24F1D@KTVCAEX-MB-02.desire2learn.d2l>
References: <F4F4813C371A234AA91C9C20591581BA27B24CEC@KTVCAEX-MB-02.desire2learn.d2l>
 <F4F4813C371A234AA91C9C20591581BA27B24EEF@KTVCAEX-MB-02.desire2learn.d2l>
 <F4F4813C371A234AA91C9C20591581BA27B24F1D@KTVCAEX-MB-02.desire2learn.d2l>
Message-ID: <F4F4813C371A234AA91C9C20591581BA27B24FD9@KTVCAEX-MB-02.desire2learn.d2l>

Hello,

I have now logged off your production environment.

Regards,
[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Thursday, December 05, 2013 4:06 PM
To: d2l-alert at lists.onenet.net
Cc: Shelley Constant; TechnicalResponse
Subject: INC00287365 Server Access

Hello,

I will be logging into your production environment to investigate the issues with Respondus in ServiceNow incident INC00287365. You will be notified as soon as I have logged off.

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Thursday, December 05, 2013 3:38 PM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Shelley Constant; TechnicalResponse
Subject: RE: INC00287365 Server Access

Hello,

I have logged off your production environment and will be updating the incident shortly.

Regards,
[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Thursday, December 05, 2013 2:08 PM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Shelley Constant; TechnicalResponse
Subject: INC00287365 Server Access

Hello,

I will be logging into your production environment to investigate the issues with Respondus in ServiceNow incident INC00287365. You will be notified as soon as I have logged off.

Regards,

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From brian at onenet.net  Thu Dec  5 15:37:36 2013
From: brian at onenet.net (Brian Burkhart)
Date: Thu, 5 Dec 2013 15:37:36 -0600
Subject: [D2l-alert] [Onenetnews] [OneNet] 'OneNet Data Center
	Maintenance'
In-Reply-To: <F3518744FE00D4488AD08237DF6453D4089EA12D@Vesta.admin.rose.cc.ok.us>
References: <mailman.308.1386197298.2032.onenetnews@lists.onenet.net>
 <F1E034BF-84E4-408F-B807-889F57AF7425@rose.edu>
 <CA+WT1Uf329XiJUL2ZgRU2P5UW375x1fHMh4m5-hX2URAKM_NUw@mail.gmail.com>
 <F3518744FE00D4488AD08237DF6453D4089EA12D@Vesta.admin.rose.cc.ok.us>
Message-ID: <CA+WT1Ufx84=cTHs+xcgG4LnNaDpo+TDD9oLZqawQzonaCqH4Eg@mail.gmail.com>

I've spoken with our network group and the maintenance does need to
proceed, but I was mistaken on the impact. There should be no impact unless
there is an issue with the change. The changes being made have been tested
in the lab, and the network group is confident that there won't be any
issue. I'm told that even if there is an issue, the outage will be less
than 30 seconds, and they are now more aware of the sensitivity of any
outage.


On Thu, Dec 5, 2013 at 11:18 AM, Lindon-Burgett, Dana J.
<dlindon at rose.edu>wrote:

>  This is a bit of a concern since we are heading into finals week.
> Normally the time frame would be good, but it is not unusual to have
> students working late hours as they wrap up the semester work & prepare for
> final projects.
>
>
>
> Is there any way this could be delayed 1 or 2 weeks to help us get through
> the end-of-semester crunch?
>
>
>
> *From:* d2l-alert-bounces at lists.onenet.net [mailto:
> d2l-alert-bounces at lists.onenet.net] *On Behalf Of *Brian Burkhart
> *Sent:* Wednesday, December 04, 2013 5:37 PM
> *To:* Meyer, Chris J.
> *Cc:* Hurst, Travis; d2l-alert
> *Subject:* Re: [D2l-alert] [Onenetnews] [OneNet] 'OneNet Data Center
> Maintenance'
>
>
>
> Yes, you should see a few short-term outages during the maintenance window.
>
>
>
> On Wed, Dec 4, 2013 at 4:58 PM, Meyer, Chris J. <cmeyer at rose.edu> wrote:
>
> Will this affect D2L access?
>
> Chris
>
> Sent from my iPhone
>
>
> > On Dec 4, 2013, at 4:48 PM, "OneNet Technical Alerts and Updates" <
> onenetnews at lists.onenet.net> wrote:
> >
> > OneNet has posted a new item, 'OneNet Data Center Maintenance'
> >
> > We will be performing routine maintenance in our OKC data center this
> Sunday
> > December 8th at 12:01am. The maintenance window will go until 4:00 am
> Sunday
> > morning.
> >
> > You may view the latest post at
> > http://onenet.net/onenet-data-center-maintenance-2/
> >
> > You received this e-mail because you asked to be notified when new
> updates are
> > posted. You may unsubscribe at
> > http://lists.onenet.net/mailman/listinfo/onenetnews
> >
> > Best regards,
> > Joshua Turner
> > josh at onenet.net
> >
> >
> > _______________________________________________
> > Onenetnews mailing list
> > Onenetnews at lists.onenet.net
> > http://lists.onenet.net/mailman/listinfo/onenetnews
>
> _______________________________________________
> D2l-alert mailing list
> D2l-alert at lists.onenet.net
> http://lists.onenet.net/mailman/listinfo/d2l-alert
>
>
>
>
>
> --
>
> Brian Burkhart
>
> Asst. Dir. Network Systems
>
> Oklahoma State Regents for Higher Education/OneNet
>
> Office: 405-225-9408; Toll-Free: 888-5-OneNet
>



-- 
Brian Burkhart
Asst. Dir. Network Systems
Oklahoma State Regents for Higher Education/OneNet
Office: 405-225-9408; Toll-Free: 888-5-OneNet
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From karen.klein at swosu.edu  Thu Dec  5 09:13:40 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Thu, 5 Dec 2013 15:13:40 +0000
Subject: [D2l-alert] Incident INC00287365 -- comments added
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
References: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
 <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C2535EF2D@MAILBOX.admin.swosu.edu>

I just tried and received the following error messages:

[cid:image001.png at 01CEF19A.4972A1F0]
[cid:image002.png at 01CEF19A.4972A1F0]

- Karen

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 05, 2013 9:01 AM
To: d2l-alert at lists.onenet.net
Cc: Hurst, Travis
Subject: [D2l-alert] FW: Incident INC00287365 -- comments added

Have any of you been able to use the Respondus test authoring tool to connect to the D2L server since our OS upgrade?

Chris

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 05, 2013 8:45 AM
To: Meyer, Chris J.
Subject: Incident INC00287365 -- comments added

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1342986
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From karen.klein at swosu.edu  Thu Dec  5 09:15:12 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Thu, 5 Dec 2013 15:15:12 +0000
Subject: [D2l-alert] Incident INC00287365 -- comments added
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
References: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
 <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C2535EF5E@MAILBOX.admin.swosu.edu>

I just tried and received the following error message:

[cid:image002.png at 01CEF19A.4972A1F0]

- Karen

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 05, 2013 9:01 AM
To: d2l-alert at lists.onenet.net
Cc: Hurst, Travis
Subject: [D2l-alert] FW: Incident INC00287365 -- comments added

Have any of you been able to use the Respondus test authoring tool to connect to the D2L server since our OS upgrade?

Chris

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 05, 2013 8:45 AM
To: Meyer, Chris J.
Subject: Incident INC00287365 -- comments added

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1342986
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From karen.klein at swosu.edu  Thu Dec  5 09:17:03 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Thu, 5 Dec 2013 15:17:03 +0000
Subject: [D2l-alert] Incident INC00287365 -- comments added
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
References: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
 <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C2535EF8A@MAILBOX.admin.swosu.edu>

I just tried and was not able to connect.

- Karen

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 05, 2013 9:01 AM
To: d2l-alert at lists.onenet.net
Cc: Hurst, Travis
Subject: [D2l-alert] FW: Incident INC00287365 -- comments added

Have any of you been able to use the Respondus test authoring tool to connect to the D2L server since our OS upgrade?

Chris

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 05, 2013 8:45 AM
To: Meyer, Chris J.
Subject: Incident INC00287365 -- comments added

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1342986
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From cmeyer at rose.edu  Thu Dec  5 10:21:04 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 5 Dec 2013 16:21:04 +0000
Subject: [D2l-alert] Incident INC00287365 -- comments added
In-Reply-To: <2CC4315EE994A140B7831380C5EA7D1C2535EF2D@MAILBOX.admin.swosu.edu>
References: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
 <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
 <2CC4315EE994A140B7831380C5EA7D1C2535EF2D@MAILBOX.admin.swosu.edu>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A1A36C@Vesta.admin.rose.cc.ok.us>

Those are the same errors Rose is seeing. The incident number is INC00287365. I think it is a permissions issue on a built-in role or protocol with the server OS upgrade. D2L Support should know the requirements for the Respondus services to run as this isn?t a new OS....  Shelley, is there anything you can do to help us resolve this? Thanks.

Chris


From: Klein, Karen [mailto:karen.klein at swosu.edu]
Sent: Thursday, December 05, 2013 9:14 AM
To: Meyer, Chris J.; d2l-alert at lists.onenet.net
Cc: Hurst, Travis
Subject: RE: Incident INC00287365 -- comments added

I just tried and received the following error messages:

[cid:image001.png at 01CEF1A3.B4123B20]
[cid:image002.png at 01CEF1A3.B4123B20]

- Karen

From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 05, 2013 9:01 AM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Hurst, Travis
Subject: [D2l-alert] FW: Incident INC00287365 -- comments added

Have any of you been able to use the Respondus test authoring tool to connect to the D2L server since our OS upgrade?

Chris

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 05, 2013 8:45 AM
To: Meyer, Chris J.
Subject: Incident INC00287365 -- comments added

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1342986
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From Shelley.Constant at Desire2Learn.com  Thu Dec  5 10:28:29 2013
From: Shelley.Constant at Desire2Learn.com (Shelley Constant)
Date: Thu, 5 Dec 2013 16:28:29 +0000
Subject: [D2l-alert] Incident INC00287365 -- comments added
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A1A36C@Vesta.admin.rose.cc.ok.us>
References: <17995549.169388.1386254692105.JavaMail.p16013@app16132.yyz1.service-now.com>
 <F3CF01D13D3DA54F905E774455EE67C408A1A168@Vesta.admin.rose.cc.ok.us>
 <2CC4315EE994A140B7831380C5EA7D1C2535EF2D@MAILBOX.admin.swosu.edu>
 <F3CF01D13D3DA54F905E774455EE67C408A1A36C@Vesta.admin.rose.cc.ok.us>
Message-ID: <9CA305BA547BC24A9E9B461106AA962A26D49BDA@KTVCAEX-MB-02.desire2learn.d2l>

Yes.  I will escalate right now.  Thanks,

[Description: Description: D2L logo]
Shelley Constant
Senior Account Manager ? Central
Desire2Learn
Mobile  816-718-1995
Shelley.Constant at Desire2Learn.com<mailto:Shelley.Constant at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>



From: Meyer, Chris J. [mailto:cmeyer at rose.edu]
Sent: Thursday, December 05, 2013 10:21 AM
To: Klein, Karen; d2l-alert at lists.onenet.net
Cc: Hurst, Travis; Shelley Constant
Subject: RE: Incident INC00287365 -- comments added

Those are the same errors Rose is seeing. The incident number is INC00287365. I think it is a permissions issue on a built-in role or protocol with the server OS upgrade. D2L Support should know the requirements for the Respondus services to run as this isn?t a new OS....  Shelley, is there anything you can do to help us resolve this? Thanks.

Chris


From: Klein, Karen [mailto:karen.klein at swosu.edu]
Sent: Thursday, December 05, 2013 9:14 AM
To: Meyer, Chris J.; d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Hurst, Travis
Subject: RE: Incident INC00287365 -- comments added

I just tried and received the following error messages:

[cid:image004.png at 01CEF1A4.BC92A220]
[cid:image005.png at 01CEF1A4.BC92A220]

- Karen

From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 05, 2013 9:01 AM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Hurst, Travis
Subject: [D2l-alert] FW: Incident INC00287365 -- comments added

Have any of you been able to use the Respondus test authoring tool to connect to the D2L server since our OS upgrade?

Chris

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 05, 2013 8:45 AM
To: Meyer, Chris J.
Subject: Incident INC00287365 -- comments added

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1342986
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From cmeyer at rose.edu  Thu Dec  5 16:14:27 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 5 Dec 2013 22:14:27 +0000
Subject: [D2l-alert] Fwd: Incident INC00287365 -- comments added
In-Reply-To: <33224508.171469.1386278802095.JavaMail.p16013@app16132.yyz1.service-now.com>
References: <33224508.171469.1386278802095.JavaMail.p16013@app16132.yyz1.service-now.com>
Message-ID: <828D9B9F-E80D-4FDB-97DC-D76C12EBBD5C@rose.edu>

The Respondus issue is reported to be fixed. I will verify tonight when I am home. Be safe everyone!

Peace,
Chris

Sent from my iPhone

Begin forwarded message:

From: <helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com>>
Date: December 5, 2013 at 3:26:42 PM CST
To: <cmeyer at rose.edu<mailto:cmeyer at rose.edu>>, <Hazelle.Tria at Desire2Learn.com<mailto:Hazelle.Tria at Desire2Learn.com>>
Subject: Incident INC00287365 -- comments added
Reply-To: <helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com>>

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 16:26:12 EST - Andrew Tran   Additional comments
Hello Chris,

I have now been able to connect through Respondus. Please let us know if it is working as expected now.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
________________________________

2013-12-05 15:49:28 EST - Andrew Tran   Additional comments
Hello Chris,

I have noticed that one of the IPR app pools were stopped on App3. I have started it and now notice the HTTP error is no longer present. However, we it seems now we are facing authentication issues through the respondus application.

I am continuing to investigate this problem and will send you another update as I make progress.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
________________________________

2013-12-05 14:05:19 EST - Andrew Tran   Additional comments
Hello Chris,

I have begun investigating this issue and will provide you with an update as soon as I have more information.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria  Additional comments
Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria
________________________________

2013-12-05 06:14:16 EST - Hazelle Tria  Additional comments
Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria
________________________________

2013-12-04 14:27:48 EST - Chris Meyer   Additional comments
I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.
________________________________

2013-12-04 06:48:01 EST - Chris Meyer   Additional comments
reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone
________________________________

2013-12-04 05:38:13 EST - Hazelle Tria  Additional comments
Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria
________________________________

2013-12-04 00:18:12 EST - Hazelle Tria  Additional comments
Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria
________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 16:26:12 EST - Andrew Tran   Additional comments
Hello Chris,

I have now been able to connect through Respondus. Please let us know if it is working as expected now.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
________________________________

2013-12-05 15:49:28 EST - Andrew Tran   Additional comments
Hello Chris,

I have noticed that one of the IPR app pools were stopped on App3. I have started it and now notice the HTTP error is no longer present. However, we it seems now we are facing authentication issues through the respondus application.

I am continuing to investigate this problem and will send you another update as I make progress.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
________________________________

2013-12-05 14:05:19 EST - Andrew Tran   Additional comments
Hello Chris,

I have begun investigating this issue and will provide you with an update as soon as I have more information.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
________________________________

2013-12-05 09:44:38 EST - Hazelle Tria  Additional comments
Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria
________________________________

2013-12-05 06:14:16 EST - Hazelle Tria  Additional comments
Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria
________________________________

2013-12-04 14:27:48 EST - Chris Meyer   Additional comments
I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.
________________________________

2013-12-04 06:48:01 EST - Chris Meyer   Additional comments
reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone
________________________________

2013-12-04 05:38:13 EST - Hazelle Tria  Additional comments
Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria
________________________________

2013-12-04 00:18:12 EST - Hazelle Tria  Additional comments
Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

Ref:MSG1345047
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From frank at onenet.net  Thu Dec  5 16:20:42 2013
From: frank at onenet.net (Frank Hedges)
Date: Thu, 5 Dec 2013 16:20:42 -0600
Subject: [D2l-alert] Web-Dav status
Message-ID: <CAFb+J1kfOQ5aB-xpXPp8Vgj5V94AnNGSCD5qwmO9NvUQavAUCA@mail.gmail.com>

Mark let me know that he resolved the web-dav issues.  If you are using
Webdav can you verify that it is working.

Thanks
-- 
Frank Hedges - Systems Engineer
OneNet/Oklahoma State Regents for Higher Education
frank at onenet.net - Ph: 405-225-9183
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From karen.klein at swosu.edu  Thu Dec  5 16:26:46 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Thu, 5 Dec 2013 22:26:46 +0000
Subject: [D2l-alert] Incident INC00287365 -- comments added
In-Reply-To: <828D9B9F-E80D-4FDB-97DC-D76C12EBBD5C@rose.edu>
References: <33224508.171469.1386278802095.JavaMail.p16013@app16132.yyz1.service-now.com>
 <828D9B9F-E80D-4FDB-97DC-D76C12EBBD5C@rose.edu>
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C2535F6F5@MAILBOX.admin.swosu.edu>

I just tested and it seems to be working fine now. Thanks!

- Karen

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 05, 2013 4:14 PM
To: d2l-alert
Subject: [D2l-alert] Fwd: Incident INC00287365 -- comments added

The Respondus issue is reported to be fixed. I will verify tonight when I am home. Be safe everyone!

Peace,
Chris

Sent from my iPhone

Begin forwarded message:
From: <helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com>>
Date: December 5, 2013 at 3:26:42 PM CST
To: <cmeyer at rose.edu<mailto:cmeyer at rose.edu>>, <Hazelle.Tria at Desire2Learn.com<mailto:Hazelle.Tria at Desire2Learn.com>>
Subject: Incident INC00287365 -- comments added
Reply-To: <helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com>>
Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 16:26:12 EST - Andrew Tran

Additional comments

Hello Chris,

I have now been able to connect through Respondus. Please let us know if it is working as expected now.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 15:49:28 EST - Andrew Tran

Additional comments

Hello Chris,

I have noticed that one of the IPR app pools were stopped on App3. I have started it and now notice the HTTP error is no longer present. However, we it seems now we are facing authentication issues through the respondus application.

I am continuing to investigate this problem and will send you another update as I make progress.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 14:05:19 EST - Andrew Tran

Additional comments

Hello Chris,

I have begun investigating this issue and will provide you with an update as soon as I have more information.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________



















Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Opened: 2013-12-03 20:54:52 EST
Click here to view: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-05 16:26:12 EST - Andrew Tran

Additional comments

Hello Chris,

I have now been able to connect through Respondus. Please let us know if it is working as expected now.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 15:49:28 EST - Andrew Tran

Additional comments

Hello Chris,

I have noticed that one of the IPR app pools were stopped on App3. I have started it and now notice the HTTP error is no longer present. However, we it seems now we are facing authentication issues through the respondus application.

I am continuing to investigate this problem and will send you another update as I make progress.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 14:05:19 EST - Andrew Tran

Additional comments

Hello Chris,

I have begun investigating this issue and will provide you with an update as soon as I have more information.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria


Ref:MSG1345047
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From Susan.Kleisath at Desire2Learn.com  Mon Dec  9 09:14:00 2013
From: Susan.Kleisath at Desire2Learn.com (Susan Kleisath)
Date: Mon, 9 Dec 2013 15:14:00 +0000
Subject: [D2l-alert] INC00285726 - Server Access
In-Reply-To: <C3679A2B4442EC4B9D8A96C85466336221559E25@KTVCAEX-MB-02.desire2learn.d2l>
References: <C3679A2B4442EC4B9D8A96C85466336221559E25@KTVCAEX-MB-02.desire2learn.d2l>
Message-ID: <C3679A2B4442EC4B9D8A96C8546633622155ACAD@KTVCAEX-MB-02.desire2learn.d2l>

Hello,

I have confirmed all servers are functional and am logging off of your environment.

Thank you,
Susan

Susan Kleisath
Tier II - Technical Support Analyst
1-888-538-3908 X2080


From: Susan Kleisath
Sent: Thursday, December 05, 2013 2:34 PM
To: d2l-alert at lists.onenet.net
Cc: TechnicalResponse; Shelley Constant
Subject: INC00285726 - Server Access

Hello,

I will be logging into your production environment to investigate the server error reported in Service Desk incident INC00285726.  I will notify you as soon as I have logged off.

Thank you,
Susan


[Description: Description: D2LPici]
Susan Kleisath
Tier II - Technical Support Analyst
Desire2Learn Incorporated
1-888-538-3908 X2080
susan.kleisath at desire2learn.com<mailto:susan.kleisath at desire2learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From cmeyer at rose.edu  Thu Dec 12 07:44:14 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 12 Dec 2013 13:44:14 +0000
Subject: [D2l-alert] D2L Appears to Be Down
In-Reply-To: <C56C542183E6EB46B65F0F622E3897AE089C8758@Vesta.admin.rose.cc.ok.us>
References: <C56C542183E6EB46B65F0F622E3897AE089C8758@Vesta.admin.rose.cc.ok.us>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>

I can bring up the login page at Rose from on campus, but when I login I see variable names instead of the proper language terms. Frank, do we have a problem connecting to the SQL server or a problem with the log files? Thanks for checking into this. We have final exams this week. Yikes!!

Blessings,
Chris

From: Hochtritt, James
Sent: Thursday, December 12, 2013 7:41 AM
To: Meyer, Chris J.; Lindon-Burgett, Dana J.
Subject: D2L Appears to Be Down


Hi Guys,



The D2L page is currently not displaying/opening properly. It is 7:39am on Thursday. Jim
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From karen.klein at swosu.edu  Thu Dec 12 07:49:26 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Thu, 12 Dec 2013 13:49:26 +0000
Subject: [D2l-alert] D2L Appears to Be Down
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>
References: <C56C542183E6EB46B65F0F622E3897AE089C8758@Vesta.admin.rose.cc.ok.us>
 <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C25363A86@MAILBOX.admin.swosu.edu>

I've been working in it and it seems to be ok from here. Just logged off and back on ok.

- Karen

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 12, 2013 7:44 AM
To: d2l-alert at lists.onenet.net
Cc: Hochtritt, James; Hurst, Travis
Subject: Re: [D2l-alert] D2L Appears to Be Down
Importance: High

I can bring up the login page at Rose from on campus, but when I login I see variable names instead of the proper language terms. Frank, do we have a problem connecting to the SQL server or a problem with the log files? Thanks for checking into this. We have final exams this week. Yikes!!

Blessings,
Chris

From: Hochtritt, James
Sent: Thursday, December 12, 2013 7:41 AM
To: Meyer, Chris J.; Lindon-Burgett, Dana J.
Subject: D2L Appears to Be Down


Hi Guys,



The D2L page is currently not displaying/opening properly. It is 7:39am on Thursday. Jim
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From cmeyer at rose.edu  Thu Dec 12 07:55:12 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 12 Dec 2013 13:55:12 +0000
Subject: [D2l-alert] D2L Appears to Be Down
In-Reply-To: <2CC4315EE994A140B7831380C5EA7D1C25363A86@MAILBOX.admin.swosu.edu>
References: <C56C542183E6EB46B65F0F622E3897AE089C8758@Vesta.admin.rose.cc.ok.us>
 <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>
 <2CC4315EE994A140B7831380C5EA7D1C25363A86@MAILBOX.admin.swosu.edu>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A23D02@Vesta.admin.rose.cc.ok.us>

The services need to be restarted on the server. It may be only one app server that is affected. Good morning!!

Peace and joy... yes, we still have a LOT to be thankful for.... :)
Chris

From: Klein, Karen [mailto:karen.klein at swosu.edu]
Sent: Thursday, December 12, 2013 7:49 AM
To: Meyer, Chris J.; d2l-alert at lists.onenet.net
Subject: RE: D2L Appears to Be Down

I've been working in it and it seems to be ok from here. Just logged off and back on ok.

- Karen

From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 12, 2013 7:44 AM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: Hochtritt, James; Hurst, Travis
Subject: Re: [D2l-alert] D2L Appears to Be Down
Importance: High

I can bring up the login page at Rose from on campus, but when I login I see variable names instead of the proper language terms. Frank, do we have a problem connecting to the SQL server or a problem with the log files? Thanks for checking into this. We have final exams this week. Yikes!!

Blessings,
Chris

From: Hochtritt, James
Sent: Thursday, December 12, 2013 7:41 AM
To: Meyer, Chris J.; Lindon-Burgett, Dana J.
Subject: D2L Appears to Be Down


Hi Guys,



The D2L page is currently not displaying/opening properly. It is 7:39am on Thursday. Jim
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From Furkan.Khan at Desire2Learn.com  Thu Dec 12 08:09:27 2013
From: Furkan.Khan at Desire2Learn.com (Furkan Khan)
Date: Thu, 12 Dec 2013 14:09:27 +0000
Subject: [D2l-alert] INC - Server Access
Message-ID: <06E3799F59DCBC4DB11D8A9C22D58B63375675B9@KTVCAEX-MB-01.desire2learn.d2l>

Hello,

I will be logging into your production  environment to INC00289112 reported in Service Desk incident .  I will notify you as soon as I have logged off.


Regrads,

Furkan
Tier 3 Technical Support Analyst
Professional Services
Desire2Learn Incorporated
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From cmeyer at rose.edu  Thu Dec 12 08:13:58 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 12 Dec 2013 14:13:58 +0000
Subject: [D2l-alert] FW:  INC - Server Access
In-Reply-To: <06E3799F59DCBC4DB11D8A9C22D58B63375675B9@KTVCAEX-MB-01.desire2learn.d2l>
References: <06E3799F59DCBC4DB11D8A9C22D58B63375675B9@KTVCAEX-MB-01.desire2learn.d2l>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A23E3D@Vesta.admin.rose.cc.ok.us>

Frank,

D2L is accessing the server on this ticket. They responded much sooner than I expected. Would you please coordinate your findings? Thanks.

Chris

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Furkan Khan
Sent: Thursday, December 12, 2013 8:09 AM
To: d2l-alert at lists.onenet.net
Cc: D2LSupport T3
Subject: [D2l-alert] INC - Server Access


Hello,

I will be logging into your production  environment to INC00289112 reported in Service Desk incident .  I will notify you as soon as I have logged off.


Regrads,

Furkan
Tier 3 Technical Support Analyst
Professional Services
Desire2Learn Incorporated
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From karen.klein at swosu.edu  Thu Dec 12 08:19:50 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Thu, 12 Dec 2013 14:19:50 +0000
Subject: [D2l-alert] FW:  INC - Server Access
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A23E3D@Vesta.admin.rose.cc.ok.us>
References: <06E3799F59DCBC4DB11D8A9C22D58B63375675B9@KTVCAEX-MB-01.desire2learn.d2l>
 <F3CF01D13D3DA54F905E774455EE67C408A23E3D@Vesta.admin.rose.cc.ok.us>
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C25363B54@MAILBOX.admin.swosu.edu>

We are now beginning to get calls too. Our finals begin this morning so this is CRITICAL that it get resolved immediately!

- Karen

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 12, 2013 8:14 AM
To: d2l-alert at lists.onenet.net
Subject: [D2l-alert] FW: INC - Server Access

Frank,

D2L is accessing the server on this ticket. They responded much sooner than I expected. Would you please coordinate your findings? Thanks.

Chris

From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Furkan Khan
Sent: Thursday, December 12, 2013 8:09 AM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: D2LSupport T3
Subject: [D2l-alert] INC - Server Access


Hello,

I will be logging into your production  environment to INC00289112 reported in Service Desk incident .  I will notify you as soon as I have logged off.


Regrads,

Furkan
Tier 3 Technical Support Analyst
Professional Services
Desire2Learn Incorporated
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From cmeyer at rose.edu  Thu Dec 12 08:23:41 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 12 Dec 2013 14:23:41 +0000
Subject: [D2l-alert] FW:  INC - Server Access
In-Reply-To: <2CC4315EE994A140B7831380C5EA7D1C25363B54@MAILBOX.admin.swosu.edu>
References: <06E3799F59DCBC4DB11D8A9C22D58B63375675B9@KTVCAEX-MB-01.desire2learn.d2l>
 <F3CF01D13D3DA54F905E774455EE67C408A23E3D@Vesta.admin.rose.cc.ok.us>
 <2CC4315EE994A140B7831380C5EA7D1C25363B54@MAILBOX.admin.swosu.edu>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A23F96@Vesta.admin.rose.cc.ok.us>

It is incident #INC00289112. D2L logged into our server about 8:10 AM. I reached Frank on his cell about 10 minutes before that.

Chris

From: Klein, Karen [mailto:karen.klein at swosu.edu]
Sent: Thursday, December 12, 2013 8:20 AM
To: Meyer, Chris J.; d2l-alert at lists.onenet.net
Subject: RE: [D2l-alert] FW: INC - Server Access

We are now beginning to get calls too. Our finals begin this morning so this is CRITICAL that it get resolved immediately!

- Karen

From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Meyer, Chris J.
Sent: Thursday, December 12, 2013 8:14 AM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Subject: [D2l-alert] FW: INC - Server Access

Frank,

D2L is accessing the server on this ticket. They responded much sooner than I expected. Would you please coordinate your findings? Thanks.

Chris

From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Furkan Khan
Sent: Thursday, December 12, 2013 8:09 AM
To: d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>
Cc: D2LSupport T3
Subject: [D2l-alert] INC - Server Access


Hello,

I will be logging into your production  environment to INC00289112 reported in Service Desk incident .  I will notify you as soon as I have logged off.


Regrads,

Furkan
Tier 3 Technical Support Analyst
Professional Services
Desire2Learn Incorporated
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From frank at onenet.net  Thu Dec 12 08:48:57 2013
From: frank at onenet.net (Frank Hedges)
Date: Thu, 12 Dec 2013 08:48:57 -0600
Subject: [D2l-alert] D2L Appears to Be Down
In-Reply-To: <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>
References: <C56C542183E6EB46B65F0F622E3897AE089C8758@Vesta.admin.rose.cc.ok.us>
 <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>
Message-ID: <CAFb+J1=JVtKfZFiXaFhZbGaA4s8==YdZ_oEiVMC9fXjDsFOhMQ@mail.gmail.com>

Hi Chris,

Chris it was App3 server.  That server had automatic windows updates setup,
which it installed at 3:00am this morning and the D2L service manager
didn't startup properly.  App1 and App2 were working fine.  I have resolved
this issue.

Frank Hedges


On Thu, Dec 12, 2013 at 7:44 AM, Meyer, Chris J. <cmeyer at rose.edu> wrote:

>  I can bring up the login page at Rose from on campus, but when I login I
> see variable names instead of the proper language terms. Frank, do we have
> a problem connecting to the SQL server or a problem with the log files?
> Thanks for checking into this. We have final exams this week. Yikes!!
>
>
>
> Blessings,
>
> Chris
>
>
>
> *From:* Hochtritt, James
> *Sent:* Thursday, December 12, 2013 7:41 AM
> *To:* Meyer, Chris J.; Lindon-Burgett, Dana J.
> *Subject:* D2L Appears to Be Down
>
>
>
> Hi Guys,
>
>
>
> The D2L page is currently not displaying/opening properly. It is 7:39am on
> Thursday. Jim
>
> _______________________________________________
> D2l-alert mailing list
> D2l-alert at lists.onenet.net
> http://lists.onenet.net/mailman/listinfo/d2l-alert
>



-- 
Frank Hedges - Systems Engineer
OneNet/Oklahoma State Regents for Higher Education
frank at onenet.net - Ph: 405-225-9183
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From cmeyer at rose.edu  Thu Dec 12 09:08:55 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 12 Dec 2013 15:08:55 +0000
Subject: [D2l-alert] D2L Appears to Be Down
In-Reply-To: <CAFb+J1=JVtKfZFiXaFhZbGaA4s8==YdZ_oEiVMC9fXjDsFOhMQ@mail.gmail.com>
References: <C56C542183E6EB46B65F0F622E3897AE089C8758@Vesta.admin.rose.cc.ok.us>
 <F3CF01D13D3DA54F905E774455EE67C408A23BA7@Vesta.admin.rose.cc.ok.us>
 <CAFb+J1=JVtKfZFiXaFhZbGaA4s8==YdZ_oEiVMC9fXjDsFOhMQ@mail.gmail.com>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A2424D@Vesta.admin.rose.cc.ok.us>

Thanks, Frank. What would you estimate to be the timeframe that users hitting the App3 server would have experienced the TNF errors?

Chris

From: Frank Hedges [mailto:frank at onenet.net]
Sent: Thursday, December 12, 2013 8:49 AM
To: Meyer, Chris J.
Cc: d2l-alert at lists.onenet.net
Subject: Re: [D2l-alert] D2L Appears to Be Down

Hi Chris,

Chris it was App3 server.  That server had automatic windows updates setup, which it installed at 3:00am this morning and the D2L service manager didn't startup properly.  App1 and App2 were working fine.  I have resolved this issue.

Frank Hedges

On Thu, Dec 12, 2013 at 7:44 AM, Meyer, Chris J. <cmeyer at rose.edu<mailto:cmeyer at rose.edu>> wrote:
I can bring up the login page at Rose from on campus, but when I login I see variable names instead of the proper language terms. Frank, do we have a problem connecting to the SQL server or a problem with the log files? Thanks for checking into this. We have final exams this week. Yikes!!

Blessings,
Chris

From: Hochtritt, James
Sent: Thursday, December 12, 2013 7:41 AM
To: Meyer, Chris J.; Lindon-Burgett, Dana J.
Subject: D2L Appears to Be Down


Hi Guys,



The D2L page is currently not displaying/opening properly. It is 7:39am on Thursday. Jim

_______________________________________________
D2l-alert mailing list
D2l-alert at lists.onenet.net<mailto:D2l-alert at lists.onenet.net>
http://lists.onenet.net/mailman/listinfo/d2l-alert



--
Frank Hedges - Systems Engineer
OneNet/Oklahoma State Regents for Higher Education
frank at onenet.net<mailto:frank at onenet.net> - Ph: 405-225-9183
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From karen.klein at swosu.edu  Fri Dec 13 08:01:13 2013
From: karen.klein at swosu.edu (Klein, Karen)
Date: Fri, 13 Dec 2013 14:01:13 +0000
Subject: [D2l-alert] D2L & Respondus
Message-ID: <2CC4315EE994A140B7831380C5EA7D1C2536472B@MAILBOX.admin.swosu.edu>

Frank,

We are not able to connect to D2L through our Respondus software. This is used to load exams into D2L courses. Here's the message I get.

[cid:image003.jpg at 01CEF7D9.7D4BB300]

The last time this happened was after we had D2L app server problems. Do you know if web services have been enabled?

Our instructor was trying to load his Final Exam for a 10:00 class today so it's kind of urgent that we find out what's going on here.

- Karen

----------------------------------------------------------------------------------------------------------------------------
Karen Klein|Information Technology Services|Southwestern Oklahoma State University|580.774.3268

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From Andrew.Tran at Desire2Learn.com  Fri Dec 13 09:12:55 2013
From: Andrew.Tran at Desire2Learn.com (Andrew Tran)
Date: Fri, 13 Dec 2013 15:12:55 +0000
Subject: [D2l-alert] Server Access - INC00289391
Message-ID: <F4F4813C371A234AA91C9C20591581BA27B2DAA7@KTVCAEX-MB-01.desire2learn.d2l>

Hello,

I will be accessing your production environment to investigate ServiceNow incident INC00289391 regarding the Respondus issues. You will be notified as soon as I have logged off.

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From dlindon at rose.edu  Fri Dec 13 08:10:35 2013
From: dlindon at rose.edu (Lindon-Burgett, Dana J.)
Date: Fri, 13 Dec 2013 14:10:35 +0000
Subject: [D2l-alert] D2L & Respondus
In-Reply-To: <2CC4315EE994A140B7831380C5EA7D1C2536472B@MAILBOX.admin.swosu.edu>
References: <2CC4315EE994A140B7831380C5EA7D1C2536472B@MAILBOX.admin.swosu.edu>
Message-ID: <F3518744FE00D4488AD08237DF6453D4089F2DD2@Vesta.admin.rose.cc.ok.us>

This is the same error we had last week.  Below is the message we received from the technician that helped us.  Maybe seeing the messages will help the issue be diagnosed faster for SWOSU (Rose is working fine now).

[cid:image001.jpg at 01CEF7DA.CCB888E0]

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Klein, Karen
Sent: Friday, December 13, 2013 8:01 AM
To: frank at onenet.net; d2l-alert (d2l-alert at lists.onenet.net)
Subject: [D2l-alert] D2L & Respondus

Frank,

We are not able to connect to D2L through our Respondus software. This is used to load exams into D2L courses. Here's the message I get.

[cid:image002.jpg at 01CEF7DA.CCB888E0]

The last time this happened was after we had D2L app server problems. Do you know if web services have been enabled?

Our instructor was trying to load his Final Exam for a 10:00 class today so it's kind of urgent that we find out what's going on here.

- Karen

----------------------------------------------------------------------------------------------------------------------------
Karen Klein|Information Technology Services|Southwestern Oklahoma State University|580.774.3268

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From Andrew.Tran at Desire2Learn.com  Fri Dec 13 09:33:43 2013
From: Andrew.Tran at Desire2Learn.com (Andrew Tran)
Date: Fri, 13 Dec 2013 15:33:43 +0000
Subject: [D2l-alert] Server Access - INC00289391
In-Reply-To: <F4F4813C371A234AA91C9C20591581BA27B2DAA7@KTVCAEX-MB-01.desire2learn.d2l>
References: <F4F4813C371A234AA91C9C20591581BA27B2DAA7@KTVCAEX-MB-01.desire2learn.d2l>
Message-ID: <F4F4813C371A234AA91C9C20591581BA27B2DAD0@KTVCAEX-MB-01.desire2learn.d2l>

I have now logged off your production environment as the Respondus issue is now resolved.

Regards,
[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

From: Andrew Tran
Sent: Friday, December 13, 2013 10:13 AM
To: 'd2l-alert at lists.onenet.net'; Shelley Constant
Subject: Server Access - INC00289391

Hello,

I will be accessing your production environment to investigate ServiceNow incident INC00289391 regarding the Respondus issues. You will be notified as soon as I have logged off.

[Description: Description: Description: D2L logo]
Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated
Andrew.Tran at Desire2Learn.com<mailto:Andrew.Tran at Desire2Learn.com>
www.Desire2Learn.com<http://www.desire2learn.com/>

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From cmeyer at rose.edu  Fri Dec 13 09:40:57 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Fri, 13 Dec 2013 15:40:57 +0000
Subject: [D2l-alert] FW: Your incident INC00287365 has been resolved
In-Reply-To: <4097223.186648.1386707952946.JavaMail.p16013@app16132.yyz1.service-now.com>
References: <4097223.186648.1386707952946.JavaMail.p16013@app16132.yyz1.service-now.com>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A29C6B@Vesta.admin.rose.cc.ok.us>

If this issue is still appearing, this is the response I received earlier after it was fixed. I asked if the D2L technician knew what caused the problem in the first place.

Chris

From: helpdesk at desire2learn.com [mailto:helpdesk at desire2learn.com]
Sent: Tuesday, December 10, 2013 2:39 PM
To: Meyer, Chris J.
Subject: Your incident INC00287365 has been resolved

Dear Chris Meyer,

Your incident INC00287365 has been resolved and will automatically close in 7 days. If you feel the issue is not resolved, please click the following link to reopen your incident:
Click here if your issue was not properly resolved INC00287365<mailto:helpdesk at desire2learn.com?subject=Re%3AINC00287365%20-%20please%20reopen&body=%0A%0ARef%3AMSG1358365%20>

Thank you for choosing Desire2Learn as your online training solution

________________________________
Incident Summary

Short description: OSRHE>Rose>10.0.0 SP10>Quizzing>Cannot publish tests with Respondus
Description: We cannot connect with Respondus since we upgraded our server to Windows Server 2008 on November 24. Respondus Tech Support says... "It appears that during the server upgrade, the Respondus Integrator Pack setting in D2L Administration was turned off. The setting is located in D2L Administration. If you do not have access, your D2L Administrator or D2L Support can provide assistance in enabling the setting." Would you please check this setting and turn on if it is turned off? We have an instructor trying to set up a test tonight. Thank you.
Priority: 2 - High
Category: Environmental Issue
Configuration item:
Close notes: updated the user credentials for one server's ipr app pool
Comments:
Additional comments:
________________________________

2013-12-09 16:44:39 EST - Andrew Tran

Additional comments

Hello Chris,

At the moment we are unsure what may have caused the problem with the d2lappuser password on app server 3. It seems to have been correct on servers 1 and 2 but server 3 appeared to have the wrong user password set.

When I updated the password value to what we expected it to be I did note that the username "d2l\D2LAppUser" was still the same. We would suggest looking at auditing logs to what may have changed this value.

As the other servers remained working I do not expect this to be a password change for the user "d2l\D2LAppUser" but a change made to the app pool credentials on server 3.

Long as the user credentials for the specific IPR app pool does not get changed on any of the servers we do not expect this problem to return.

Please let me know if we can provide further assistance with this or if you have any further questions/concerns.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-09 10:47:33 EST - Andrew Tran

Additional comments

Hi Chris,

Thank you for your reply, I am glad to hear that this is working now!

When investigating this problem I noticed an error in the system logs on server 3 that there was a failure on the IPR app pool due to failed user information. I reapplied the d2lappuser to the app pool and recycled it.

After doing this the errors no longer occurred when connecting with respondus. I would like to conduct some further investigations to prevent this from occurring in the future as I am noting this has occurred in the past.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 22:54:37 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It is working fine now. Do you know how this happened so we might avoid it in the future? Thanks.

Have a blessed day!
Chris

________________________________

2013-12-05 16:26:12 EST - Andrew Tran

Additional comments

Hello Chris,

I have now been able to connect through Respondus. Please let us know if it is working as expected now.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 15:49:28 EST - Andrew Tran

Additional comments

Hello Chris,

I have noticed that one of the IPR app pools were stopped on App3. I have started it and now notice the HTTP error is no longer present. However, we it seems now we are facing authentication issues through the respondus application.

I am continuing to investigate this problem and will send you another update as I make progress.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 14:05:19 EST - Andrew Tran

Additional comments

Hello Chris,

I have begun investigating this issue and will provide you with an update as soon as I have more information.

Regards,

Andrew Tran
Tier II Technical Support Analyst
Desire2Learn Incorporated

________________________________

2013-12-05 09:44:38 EST - Hazelle Tria

Additional comments

Hello Chris,

Please be informed that I was able to reproduce the issue in the Support environment. I have verified the error that you are getting when trying to connect to the D2L server. I have now escalated this ticket to the Technical Response Team for the resolution. You will be contacted for the progress of the investigation.

Thank you for your patience.

Best Regards,
Hazelle Tria

________________________________

2013-12-05 06:14:16 EST - Hazelle Tria

Additional comments

Hello Chris,

We have seen similar error in the Respondus quiz creation tool when attempting to connect to D2L. We are now trying to replicate the issue on our end. We will update you as soon as possible. Sorry for the inconvenience caused.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 14:27:48 EST - Chris Meyer

Additional comments

I attached a screen capture of the error message when we try to connect to the D2L server with the Respondus test authoring tool. We were informed by Respondus Support that D2L maintains the SOAP services. This is beginning to affect more of our courses as we are heading into finals week.

________________________________

2013-12-04 06:48:01 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

It wasn't the browser that was a problem. It was the product for instructor creation of tests called simply Respondus. Sorry for the confusion.

Chris

Sent from my iPhone

________________________________

2013-12-04 05:38:13 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting the Desire2Learn Support. I checked on your issue by testing the Respondus Browser as a test student and I have successfully taken the quiz. I checked on the settings and DOME variables seem to be properly set up. I noticed though that Respondus has just been enabled on Tuesday, December 3, 2013 12:56 CST in the Manage Extensibility page. Prior to this, students might not have been able to install and use the Respondus browser.

Kindly check with the students now and let me know if issue persists. If same issue happens despite all setup done, kindly provide the affected course and quiz, as well as a test student in the affected course. I will be waiting for your response. Thank you and good day.

Best Regards,
Hazelle Tria

________________________________

2013-12-04 00:18:12 EST - Hazelle Tria

Additional comments

Hello Chris,

Thank you for contacting Desire2Learn Support. Please be informed that we are currently looking into this and will update you as soon as possible.

Best Regards,
Hazelle Tria

________________________________
Click here to view Incident: INC00287365<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=bdfa5cf32d5515807cf498e8848c7f51%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>

Ref:MSG1358365
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From dlindon at rose.edu  Mon Dec 16 15:35:01 2013
From: dlindon at rose.edu (Lindon-Burgett, Dana J.)
Date: Mon, 16 Dec 2013 21:35:01 +0000
Subject: [D2l-alert] D2L Test Site Issue with Microsoft Products
In-Reply-To: <F27FA7C2C7CC3F479D74B5B4D5A9681FE4838C@Vesta.admin.rose.cc.ok.us>
References: <F27FA7C2C7CC3F479D74B5B4D5A9681FE4838C@Vesta.admin.rose.cc.ok.us>
Message-ID: <F3518744FE00D4488AD08237DF6453D4089F4CBF@Vesta.admin.rose.cc.ok.us>

Hello All,

We are having trouble with Microsoft products opening on the D2L test site. Specifically, PowerPoint and Word documents will not open in the Document Viewer on the Content Page. Html and PDF files will open. This is occurring on all three major browsers. Is anyone else experiencing this issue?

Travis Hurst

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From aldills at okcu.edu  Mon Dec 16 16:22:15 2013
From: aldills at okcu.edu (Dills, Amanda L)
Date: Mon, 16 Dec 2013 22:22:15 +0000
Subject: [D2l-alert] D2L Test Site Issue with Microsoft Products
In-Reply-To: <F3518744FE00D4488AD08237DF6453D4089F4CBF@Vesta.admin.rose.cc.ok.us>
References: <F27FA7C2C7CC3F479D74B5B4D5A9681FE4838C@Vesta.admin.rose.cc.ok.us>
 <F3518744FE00D4488AD08237DF6453D4089F4CBF@Vesta.admin.rose.cc.ok.us>
Message-ID: <e206d68f263141818cea286b8e4ad5dd@BLUPR01MB067.prod.exchangelabs.com>

I just tried to view a Word file and it said "Loading" until it timed out (see image).   So, yes, we are experiencing the same issue.

[cid:image001.jpg at 01CEFA7A.F97B3B00]


Amanda (Miller) Dills
Instructional Technologist
Center for Excellence in Teaching & Learning
Oklahoma City University
2501 N. Blackwelder Ave.
Oklahoma City , OK 73106
405-208-5584
aldills at okcu.edu<mailto:aldills at okcu.edu>

[smaller_CETL-horizontal logo]



From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Lindon-Burgett, Dana J.
Sent: Monday, December 16, 2013 3:35 PM
To: d2l-alert (d2l-alert at lists.onenet.net)
Subject: [D2l-alert] D2L Test Site Issue with Microsoft Products

Hello All,

We are having trouble with Microsoft products opening on the D2L test site. Specifically, PowerPoint and Word documents will not open in the Document Viewer on the Content Page. Html and PDF files will open. This is occurring on all three major browsers. Is anyone else experiencing this issue?

Travis Hurst

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From cmeyer at rose.edu  Mon Dec 16 16:44:40 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Mon, 16 Dec 2013 22:44:40 +0000
Subject: [D2l-alert] D2L Test Site Issue with Microsoft Products
In-Reply-To: <e206d68f263141818cea286b8e4ad5dd@BLUPR01MB067.prod.exchangelabs.com>
References: <F27FA7C2C7CC3F479D74B5B4D5A9681FE4838C@Vesta.admin.rose.cc.ok.us>
 <F3518744FE00D4488AD08237DF6453D4089F4CBF@Vesta.admin.rose.cc.ok.us>
 <e206d68f263141818cea286b8e4ad5dd@BLUPR01MB067.prod.exchangelabs.com>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A2CAEF@Vesta.admin.rose.cc.ok.us>

I submitted a ticket with the D2L Helpdesk. It is INC00290050.

Chris

From: d2l-alert-bounces at lists.onenet.net [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Dills, Amanda L
Sent: Monday, December 16, 2013 4:22 PM
To: Lindon-Burgett, Dana J.; 'd2l-alert (d2l-alert at lists.onenet.net)'
Subject: Re: [D2l-alert] D2L Test Site Issue with Microsoft Products

I just tried to view a Word file and it said "Loading" until it timed out (see image).   So, yes, we are experiencing the same issue.

[cid:image001.jpg at 01CEFA7E.1D4F90A0]


Amanda (Miller) Dills
Instructional Technologist
Center for Excellence in Teaching & Learning
Oklahoma City University
2501 N. Blackwelder Ave.
Oklahoma City , OK 73106
405-208-5584
aldills at okcu.edu<mailto:aldills at okcu.edu>

[smaller_CETL-horizontal logo]



From: d2l-alert-bounces at lists.onenet.net<mailto:d2l-alert-bounces at lists.onenet.net> [mailto:d2l-alert-bounces at lists.onenet.net] On Behalf Of Lindon-Burgett, Dana J.
Sent: Monday, December 16, 2013 3:35 PM
To: d2l-alert (d2l-alert at lists.onenet.net<mailto:d2l-alert at lists.onenet.net>)
Subject: [D2l-alert] D2L Test Site Issue with Microsoft Products

Hello All,

We are having trouble with Microsoft products opening on the D2L test site. Specifically, PowerPoint and Word documents will not open in the Document Viewer on the Content Page. Html and PDF files will open. This is occurring on all three major browsers. Is anyone else experiencing this issue?

Travis Hurst

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From helpdesk at desire2learn.com  Thu Dec 19 07:04:05 2013
From: helpdesk at desire2learn.com (helpdesk at desire2learn.com)
Date: Thu, 19 Dec 2013 05:04:05 -0800 (PST)
Subject: [D2l-alert] INC00290234 - OSHRE > OCU > 10.0 SP10 > Holding Tank >
 XML files are not purged after HT runs, users are duplicated.
Message-ID: <18485574.215745.1387458245083.JavaMail.p16003@app32025.yyz1.service-now.com>

Hello, 
  
I will be logging into your production server environment to investigate the problem
reported in Service Desk incident INC00290234.  

I will notify you as soon as I have logged off. 

Omar Gomez-Rivas 
Tier II Technical Support Analyst
Desire2Learn Incorporated
1-888-538-3908 x 2027  


Ref:MSG1387407
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From cmeyer at rose.edu  Thu Dec 19 11:23:06 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 19 Dec 2013 17:23:06 +0000
Subject: [D2l-alert] D2L Incident Status as of 2013-12-19 11:20
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A5C4CD@Vesta.admin.rose.cc.ok.us>

INC00289112
Short description: OSRHE > Rose > 10.0 SP10 > Site performance > TNF errors
Description: TNF errors are appearing throughout the site.
Status: We are not currently experiencing usability issues regarding this ticket. D2L is working on the underlying cause of this issue directly with Frank.

INC00290635
Short description: d2l-app2-w2k8 server is giving a 500 error when trying to access any of our hosted sites
Description: d2l-app2-w2k8 server is giving a 500 error when trying to access any of our hosted sites. I am not sure what caused the server to stop working, but I did see errors in the application log related to d2l.core.services.servicemanager.exe application error beginning at 12/17 at 12:02.
Status: Frank is working with D2L.

INC00290050
Short description: Microsoft Office documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Status: Waiting on D2L with no report on status since 2013-12-17 08:23:58.

I thought I would try to summarize current D2L issues we have working. If anyone knows of others, please let me know so I can add them to my list. If you have new information not in the Helpdesk ticket, please let us know that too. Thanks.

Peace,
Chris

Chris Meyer | Dean, Learning Resources Center | Rose State College | Office: LRC 120 | www.rose.edu<http://www.rose.edu/>
6420 S.E. 15th St. | Midwest City, OK 73110-2799 | v: 405.733.7913 | f: 405.733.7567 | e: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

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From cmeyer at rose.edu  Thu Dec 19 14:34:17 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 19 Dec 2013 20:34:17 +0000
Subject: [D2l-alert] Incident INC00290050 -- comments added
In-Reply-To: <11913310.218017.1387481482218.JavaMail.p16003@app32025.yyz1.service-now.com>
References: <11913310.218017.1387481482218.JavaMail.p16003@app32025.yyz1.service-now.com>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A5C8C7@Vesta.admin.rose.cc.ok.us>

Thank you for resolving our issue and explaining how the document viewer works and the services involved. One of the issues our server administrators have noticed over the last several years from self-hosting the D2L environment is that the Service Manager doesn?t have a high degree of configurability when it comes to warning of errors within collapsed nodes, monitoring critical services and notifying administrators when those necessary services are stopped or returning errors. Is D2L working on this or is there something we can do to ensure that we are notified when these things happen? I would venture to guess that half of our trouble calls have been due to a service that is stopped on one of the app servers. Would it be a  simple thing to send an alert message to an administrator when a service is stopped or returning errors? Thank you again!

From: helpdesk at desire2learn.com [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 1:31 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-19 14:30:52 EST - Jordan Kay

Additional comments

Hello Chris,

The problem was that the D2L Service Manager was not started on App1TEST2K8. I started the Service Manager and verified that all of the sub-services started without errors. After this, I checked the Document Viewer and verified that files are being converted and displayed accordingly.

Just for some background information, the Document Builder Service is the element that is responsible for this area of the Learning Environment. Documents are placed into a queue when a user hits the content page for that file. Once it is the file's turn in the queue, it is then converted into a series of images so that it can be displayed in the webpage.

I hope this helps! Just let me know if you have any further questions, or if we can fully close this one out.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 11:53:33 EST - Chris Meyer

Additional comments

Could we please have an update on this issue? We are scheduled to upgrade our PROD server on January 6th to 10.3.0 SP1. Most of our offices shut down for a week or two over the holidays beginning December 19th. Even though this issue only affects our TEST server currently, we would like to see this issue resolved as soon as possible so it is a non-issue when we upgrade. Thanks.

________________________________

2013-12-17 08:23:58 EST - Michael Rideout

Additional comments

Hi Chris,

This incident has been raised to our Technical Response team for further investigation, we will provide you with an update shortly.

Regards,
Michael Rideout

________________________________

2013-12-16 17:43:40 EST - Chris Meyer

Additional comments

Please raise this to a medium priority. We are scheduled to upgrade our PROD environment on January 6th. Thanks.

________________________________



















Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Opened: 2013-12-16 17:42:22 EST
Click here to view: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-19 14:30:52 EST - Jordan Kay

Additional comments

Hello Chris,

The problem was that the D2L Service Manager was not started on App1TEST2K8. I started the Service Manager and verified that all of the sub-services started without errors. After this, I checked the Document Viewer and verified that files are being converted and displayed accordingly.

Just for some background information, the Document Builder Service is the element that is responsible for this area of the Learning Environment. Documents are placed into a queue when a user hits the content page for that file. Once it is the file's turn in the queue, it is then converted into a series of images so that it can be displayed in the webpage.

I hope this helps! Just let me know if you have any further questions, or if we can fully close this one out.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 11:53:33 EST - Chris Meyer

Additional comments

Could we please have an update on this issue? We are scheduled to upgrade our PROD server on January 6th to 10.3.0 SP1. Most of our offices shut down for a week or two over the holidays beginning December 19th. Even though this issue only affects our TEST server currently, we would like to see this issue resolved as soon as possible so it is a non-issue when we upgrade. Thanks.

________________________________

2013-12-17 08:23:58 EST - Michael Rideout

Additional comments

Hi Chris,

This incident has been raised to our Technical Response team for further investigation, we will provide you with an update shortly.

Regards,
Michael Rideout

________________________________

2013-12-16 17:43:40 EST - Chris Meyer

Additional comments

Please raise this to a medium priority. We are scheduled to upgrade our PROD environment on January 6th. Thanks.


Ref:MSG1389482
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From cmeyer at rose.edu  Thu Dec 19 15:29:44 2013
From: cmeyer at rose.edu (Meyer, Chris J.)
Date: Thu, 19 Dec 2013 21:29:44 +0000
Subject: [D2l-alert] FW: Incident INC00290050 -- comments added
In-Reply-To: <8926925.219169.1387487840015.JavaMail.p16013@app16132.yyz1.service-now.com>
References: <8926925.219169.1387487840015.JavaMail.p16013@app16132.yyz1.service-now.com>
Message-ID: <F3CF01D13D3DA54F905E774455EE67C408A5CAE4@Vesta.admin.rose.cc.ok.us>

FYI...

Chris

From: helpdesk at desire2learn.com [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 3:17 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-19 16:16:52 EST - Jordan Kay

Additional comments

Hello Chris,

There are a few ways that this can be done with the D2L Service Manager. For example, if the D2L Service Manager stops and triggers an event, you may be able to set-up notifications similar to the following article:
http://msdn.microsoft.com/en-us/library/aa446887%28VS.85%29.aspx

Alternatively, you may also be able to set-up a script so that the D2L Service Manager runs it if it fails multiple times (Windows > Administrative Tools > Services > D2L Service Manager > Properties > Recovery).

A method used in our Hosting Facility is that we have an automated user that logs in every hour. We have the user do a few various actions, and log the HTTP Results from those tasks. This allows us to identify {Term Not Found} errors, as well as various other issues.

I hope that helps to give you an idea of some options. There are certainly more options as you can get however customized as you want, however these were the first few that came to mind.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 15:36:05 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

Thank you for resolving our issue and explaining how the document viewer works and the services involved. One of the issues our server administrators have noticed over the last several years from self-hosting the D2L environment is that the Service Manager doesn?t have a high degree of configurability when it comes to warning of errors within collapsed nodes, monitoring critical services and notifying administrators when those necessary services are stopped or returning errors. Is D2L working on this or is there something we can do to ensure that we are notified when these things happen? I would venture to guess that half of our trouble calls have been due to a service that is stopped on one of the app servers. Would it be a simple thing to send an alert message to an administrator when a service is stopped or returning errors? Thank you again!

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 1:31 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>

________________________________

2013-12-19 14:30:52 EST - Jordan Kay

Additional comments

Hello Chris,

The problem was that the D2L Service Manager was not started on App1TEST2K8. I started the Service Manager and verified that all of the sub-services started without errors. After this, I checked the Document Viewer and verified that files are being converted and displayed accordingly.

Just for some background information, the Document Builder Service is the element that is responsible for this area of the Learning Environment. Documents are placed into a queue when a user hits the content page for that file. Once it is the file's turn in the queue, it is then converted into a series of images so that it can be displayed in the webpage.

I hope this helps! Just let me know if you have any further questions, or if we can fully close this one out.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 11:53:33 EST - Chris Meyer

Additional comments

Could we please have an update on this issue? We are scheduled to upgrade our PROD server on January 6th to 10.3.0 SP1. Most of our offices shut down for a week or two over the holidays beginning December 19th. Even though this issue only affects our TEST server currently, we would like to see this issue resolved as soon as possible so it is a non-issue when we upgrade. Thanks.

________________________________

2013-12-17 08:23:58 EST - Michael Rideout

Additional comments

Hi Chris,

This incident has been raised to our Technical Response team for further investigation, we will provide you with an update shortly.

Regards,
Michael Rideout

________________________________

2013-12-16 17:43:40 EST - Chris Meyer

Additional comments

Please raise this to a medium priority. We are scheduled to upgrade our PROD environment on January 6th. Thanks.

________________________________



















Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Opened: 2013-12-16 17:42:22 EST
Click here to view: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>
________________________________
Comments:
________________________________

2013-12-19 16:16:52 EST - Jordan Kay

Additional comments

Hello Chris,

There are a few ways that this can be done with the D2L Service Manager. For example, if the D2L Service Manager stops and triggers an event, you may be able to set-up notifications similar to the following article:
http://msdn.microsoft.com/en-us/library/aa446887%28VS.85%29.aspx

Alternatively, you may also be able to set-up a script so that the D2L Service Manager runs it if it fails multiple times (Windows > Administrative Tools > Services > D2L Service Manager > Properties > Recovery).

A method used in our Hosting Facility is that we have an automated user that logs in every hour. We have the user do a few various actions, and log the HTTP Results from those tasks. This allows us to identify {Term Not Found} errors, as well as various other issues.

I hope that helps to give you an idea of some options. There are certainly more options as you can get however customized as you want, however these were the first few that came to mind.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 15:36:05 EST - Chris Meyer

Additional comments

reply from: cmeyer at rose.edu<mailto:cmeyer at rose.edu>

Thank you for resolving our issue and explaining how the document viewer works and the services involved. One of the issues our server administrators have noticed over the last several years from self-hosting the D2L environment is that the Service Manager doesn?t have a high degree of configurability when it comes to warning of errors within collapsed nodes, monitoring critical services and notifying administrators when those necessary services are stopped or returning errors. Is D2L working on this or is there something we can do to ensure that we are notified when these things happen? I would venture to guess that half of our trouble calls have been due to a service that is stopped on one of the app servers. Would it be a simple thing to send an alert message to an administrator when a service is stopped or returning errors? Thank you again!

From: helpdesk at desire2learn.com<mailto:helpdesk at desire2learn.com> [mailto:helpdesk at desire2learn.com]
Sent: Thursday, December 19, 2013 1:31 PM
To: Meyer, Chris J.
Subject: Incident INC00290050 -- comments added

Short description: OSRHE Test> Rose Test> 10.3 SP1> LPF - Document Viewer Framework> documents not loading in the document viewer on TEST
Description: Our TEST site was recently upgraded to 10.3.0 SP1. We noticed today that Microsoft Office documents do not load in IE, Firefox or Chrome in the document viewer in Content. Other file formats load properly, but MS Office documents remain in a loading state.
Click here to view Incident: INC00290050<https://helpdesk.desire2learn.com/nav_to.do?uri=incident.do%3Fsys_id=e2fbe23b6f6d55c05baffd8abb3ee4cc%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true>

________________________________

2013-12-19 14:30:52 EST - Jordan Kay

Additional comments

Hello Chris,

The problem was that the D2L Service Manager was not started on App1TEST2K8. I started the Service Manager and verified that all of the sub-services started without errors. After this, I checked the Document Viewer and verified that files are being converted and displayed accordingly.

Just for some background information, the Document Builder Service is the element that is responsible for this area of the Learning Environment. Documents are placed into a queue when a user hits the content page for that file. Once it is the file's turn in the queue, it is then converted into a series of images so that it can be displayed in the webpage.

I hope this helps! Just let me know if you have any further questions, or if we can fully close this one out.

Sincerely,
Jordan Kay
Tier II Technical Support

________________________________

2013-12-19 11:53:33 EST - Chris Meyer

Additional comments

Could we please have an update on this issue? We are scheduled to upgrade our PROD server on January 6th to 10.3.0 SP1. Most of our offices shut down for a week or two over the holidays beginning December 19th. Even though this issue only affects our TEST server currently, we would like to see this issue resolved as soon as possible so it is a non-issue when we upgrade. Thanks.

________________________________

2013-12-17 08:23:58 EST - Michael Rideout

Additional comments

Hi Chris,

This incident has been raised to our Technical Response team for further investigation, we will provide you with an update shortly.

Regards,
Michael Rideout

________________________________

2013-12-16 17:43:40 EST - Chris Meyer

Additional comments

Please raise this to a medium priority. We are scheduled to upgrade our PROD environment on January 6th. Thanks.


Ref:MSG1389928
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From frank at onenet.net  Sat Dec 21 20:38:14 2013
From: frank at onenet.net (Frank Hedges)
Date: Sat, 21 Dec 2013 20:38:14 -0600
Subject: [D2l-alert] OneNet Maintenance
Message-ID: <CAFb+J1=KvM5voRNwKdiT2t1YmGn_zNRP8Jd_SvTWWyW4FFfJnQ@mail.gmail.com>

I am late getting this out but a reminder of the maintenance beginning
tonight.  We are replacing our UPS system so there will be a 2 to 4 hours
of downtime during the window.  The link below is the Newspro that went out
earlier this month.

http://onenet.net/okc-datacenter-maintenance/

Thanks

-- 
Frank Hedges - Systems Engineer
OneNet/Oklahoma State Regents for Higher Education
frank at onenet.net - Ph: 405-225-9183
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