Wired and Wireless Network: Connection Issues

This incident is fully resolved and there should be no further issues around network access. Thank you.

We have identified the root cause and the wireless network should be fully functional as of 5pm on 2/25/2025. If you are still having issues, please contact the ITS Help Desk at 508-793-7745 or helpdesk@clarku.edu.

Additional work will be required for a full recovery and this work will happen next week during spring break to minimize the risk of any further impact. Thank you.

We have no further updates at this time and continue to engage with our partners to determine a root cause and permanent solution.

For those users still impacted, we recommend calling or visiting the Help Desk. There are many troubleshooting steps we can take to help resolve network issues even while working to resolve the larger problems. The Help Desk is available today from 8am to midnight at 508-793-7745, in the Academic Commons and at helpdesk@clarku.edu.

We will post another update tomorrow, February 26, at approximately 5pm or if there are any significant changes.

ITS continues to make changes to our network to increase connectivity, speed and reliance. Our monitoring tools show that most users are now successfully connecting.

For those users still impacted, we recommend calling or visiting the Help Desk. There are many troubleshooting steps we can take to help resolve network issues even while working to resolve the larger problems. The Help Desk is available today from 8am to midnight at 508-793-7745, in the Academic Commons and at helpdesk@clarku.edu.

We will post another update today, February 25, at approximately 5pm.

ITS has made network topology changes to mitigate the problem while we await further detail from our partners. If you are still having problems, we recommend disabling MAC Address Randomization or Private Wi-Fi Address on your device. Click here for instructions on how to do so. You can also reach out to the ITS Help Desk.

We will provide another update as conditions change, no later than 10am on 2/25/2025. Thank you.

We are still troubleshooting a case that is impacting a subset of users on campus. Currently there are over 4000 wireless devices connected and an expected amount of Internet traffic. There are still a limited number of devices reporting problems and we continue to partner with our vendor to resolve the core issue.

If you are still having issues connecting, please follow our troubleshooting steps as listed here such as restarting the device, forgetting the network and reconnecting, and checking your "Private Address/MAC Randomization" settings.

We will update this issue again by 5pm on 2/24/2025. Thank you.

While we are seeing improved performance since about 8:50am, we don't believe the recovery to be 100% or consistent. We are continuing to engage with our hardware partners to identify and resolve the core issue.

We continue to work on the issue and will provide another update by 2pm on 2/24/2025.

Some users are still reporting issues getting to the Internet from wireless devices. We are investigating these and will provide the next update by 9am 2/24/2025.

The new software provided by our hardware vendor has resolved any lingering effects of the issue. If you are still experiencing issues with wireless devices or devices plugged into an access point in a residence hall, we suggest turning the wireless off and back on, or unplugging the device for 30 seconds. If you continue to have issues, please contact the ITS Help Desk at helpdesk@clarku.edu or 508-793-7745.

We apologize for the inconvenience over the weekend.

The software update is still in progress and is the cause of the larger outage from approximately 2pm to 2:20pm. After the upgrade we will conduct testing and update the status by 4pm on 2/23/2025.

We will be applying new software provided by our hardware vendor at noon today. After the updates are applied we will be monitoring performance and will provide another update by 2pm on 2/23/2025.

Thank you for patience and understanding.

We are seeing improved performance but not full restoration for 100% of users at this point. We will continue to investigate and provide another update here before 12pm on 2/23/2025. Thank you.

ITS is receiving reports that some users are still having difficulty connecting to the wireless network.

ITS is working to identify and resolve this issue and we apologize for the extended inconvenience. Campus labs computers are fully functional and services (like email or Canvas) are fully available using your cellular network or other wireless networks.

The next update will be at approximately 7am on 2/23/2025.

If you have any questions about this outage, please contact the ITS Help Desk at 508-793-7745 or helpdesk@clarku.edu.