[D2l-alert] Incident INC00287365 -- comments added

Thu Dec 5 10:28:29 CST 2013

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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