Status Update
We are currently facing technical challenges across multiple Information Technology services.

A list of Frequently Asked Questions (FAQ) has been developed and is available here.

Considering studies at Laurentian University? Learn more.

Updates:

IT Services | Services TI

Mar 02, 2024 - 11:42 EST

Status: Update

The diligent work of IT continues today as staff are on-hand advancing multiple priorities. With authentication now re-established, we encourage you to login to your cloud-based services (Gmail, Zoom, D2L). To enhance your privacy, before logging in, you are required to reset your password. During this process, you will need to validate your identity by answering one of the questions you established during your password recovery setup. 


For students, once done, this will allow you access to your accounts.


For faculty and staff, you will require an installation of SentinelOne. For student employees (including work-study) the installation is required. We have developed FAQ questions specific to this based on questions received during the Town Hall meetings. 


Some people may experience delays with authentication. We encourage you to be patient. The system is working and being monitored. If you are not successful with the first attempt, try again later in the day.


Installation of SentinelOne


The installation of this critical software continues. For staff and faculty who are able to visit the IT Service Desk in the J.N. Desmarais Library, please visit us as soon as possible as the desk is open March 2 and 3 from 9am-4pm. For staff and faculty who are working fully remotely, we have set up a limited-time remote installation process. This process remains available for booking; please schedule your 30 minute appointment when possible. We will be extending the availability of appointments due to large demand. 


Use of Personal Emails


Staff who had chosen to use personal email addresses to continue communicating are now expected to discontinue all work use of personal accounts immediately upon regaining access to your Laurentian account. Further, please delete any work emails that remain in your personal account after saving copies of what you need onto Laurentian systems.



IT Services | Services TI

Mar 1, 2024 - 22:00 EST

Status: Update

The Laurentian University community is now able to login to cloud-based services such as Gmail, Zoom, and most importantly for students and faculty members, D2L. Enabling authentication is a major step in the recovery for our IT team and we would like to thank you all for your patience throughout this process.

The next milestone is campus internet connectivity, which has been the focus of a dedicated team since the beginning of the cyber incident and will continue to be a top priority. We are notin a position to provide an estimate on when this would become available, but we will be able to give a better idea of this when we are within one day of reaching the goal.

Authentication Process


To enhance your privacy, before logging in, you are required to reset your password. As of March 2 at 9:00am, the password reset process will be available. During this process, you will need to validate your identity by answering one of the questions you established during your password recovery setup. If you are unable to validate your identity, please contact IT (it@laurentian.ca x 2200, open March 2 & 3, 9am-4pm). After successfully resetting your password, if you have the S1 agent installed (applicable only to staff and faculty), you will then be able to authenticate to the cloud-based services (Gmail, Zoom, D2L).

Wi-Fi Hotspots in Residence


Laurentian’s Residence Office has procured large mobile hotspots for students in residence to be able to connect to the internet during this outage. These hotspots provide internet access to multiple users within a specific area via Wi-Fi, external from the Laurentian University network. These initial hotspots will be available at the following locations, with more being added early next week:

  1. West Residence W132

  2. West Residence lobby

  3. East Residence, ground floor lounge



Academic Term for Online Learners


With the issues we have faced as a community over the past two weeks; specifically, the inability to access the online teaching and learning environment, considerations of the academic impacts have been discussed. A special meeting of Laurentian University’s Senate (the decision-making body for academic matters) has been set for Tuesday, March 5th to discuss and decide on the accommodations to be made for online learners with respect to extending the end-date of classes while maintaining the existing term end date (i.e., the end of the term does not change) as well as decisions on internal academic deadlines.

Working Remotely


For those who are able to do so, and who are not required to be on campus, please continue to work from home for the week of March 4, 2024. We will provide a further update when campus connectivity is restored.

Installation of SentinelOne


The installation of this critical software continues. For staff and faculty who are able to visit the IT Service Desk, please visit us as soon as possible. For staff and faculty who are working fully remotely, we have set up a limited-time remote installation process. This process remains available for booking; please schedule your 30 minute appointment when possible. We will be extending the availability of appointments due to large demand.



IT Services | Services TI

Feb 29, 2024 - 17:00 EST

Status: Update

The authentication system continued to be a major focus throughout the day today as we are now in the testing and verification phases. This is key to enabling access to cloud-based services such as Google Drive, Gmail, D2L, and Zoom.

The IT team will continue testing throughout the evening and if all goes as planned, the authentication system may be ready to open to the university community as early as the afternoon or evening of March 1. This is the goal, though testing must continue before we can definitively say when the system will be back online and fully functioning as intended.

As progress on authentication continues, a separate dedicated IT team is working towards the restoration of internet connectivity. This remains a high priority and an estimated timeline will be provided when possible.

Remote installation of SentinelOne


For those who are unable to visit the IT Service Desk, we have set up a limited-time remote installation process. This process is now available for booking, please schedule your 30 minute appointment when possible. Installations will take place from Friday, March 1 to Sunday, March 3. The booking will set up a Google Meet session and the installation will be performed via Team Viewer by one of 3 IT members. Further communication will be provided if we need to extend the schedule to Monday of next week.

When booking, you will require:

  1. Personal email address, or,

  2. Laurentian email address. You will be provided a 72 hour window to authenticate using your Laurentian email and schedule your installation; you will have up to Sunday, March 3 at 5pm to install S1.



Community Updates


On March 1, we will be holding two zoom meetings to update our community members. For students, the meeting will be held at 2pm and for faculty and staff, the meeting will be held at 3pm.

Please note, the town hall is intended to be strictly for information purposes for the students, staff, and faculty of Laurentian University, and should not be recorded or reproduced for any purpose external to Laurentian University. Members of the media are directed to contact our Director of Communications and Digital Strategy, Jean-Paul Rains at communications@laurentian.ca.



IT Services | Services TI

Feb 28, 2024 - 19:00 EST

Status: Update

Progress continues on the major priority of enabling the authentication system. Fortunately, a significant hurdle was overcome late last night and we anticipate being able to begin testing the authentication system as early as tomorrow. This provides some optimism that the authentication system may be re-established by the end of the week, though there remains several unknowns at this time.

Campus Network


The dedicated team working on the campus network (internet) is prioritizing wired access for connectivity. This includes enabling access for classroom computers and critical tools used to support students. We are not able to provide an estimate on when this will become available and we understand how challenging the current circumstances have been for the teaching and learning environment.

FAQs Updated


With the many questions from yesterday’s Town Hall meeting we have been able to update the FAQ based on your questions and have added another 15 answers including on key questions such as tax forms, deadlines, and key contacts.

Software Installation (SentinelOne)


As a reminder, when you have the SentinelOne software installed and authentication services return, you will be asked to verify your identity and then you will be able to access your account and the connected cloud-based services (D2L, Google, Zoom).

For those who were unable to visit a kiosk, you can either visit the IT HelpDesk in the J.N. Desmarais Library (bring your laptop), or receive the installation remotely (process to be launched in the coming days). For those with desktop computers, please have your supervisor reach out to IT with a request to install the software (many have already been done).



IT Services | Services TI

Feb 27, 2024 - 18:00 EST

Status: Update
Thank you to the hundreds of you who were able to join us at one of the four IT Kiosks over the last two days. The response from the Laurentian community has been impressive as over 500 staff, faculty, and student staff completed the software installation. We would also like to thank the hundreds of you who joined us during today’s town hall meeting. We will be holding another town hall on Friday, March 1 at 2pm and will continue to update the FAQ based on your questions.

The focus continues to be concentrated on the key technologies that underpin the learning experience. We will soon run tests on the rebuilt authentication system, which is the last step before it can be enabled for the community as a whole. At the moment, we cannot reliably provide a timeline for the resumption of services.

Online Students


Re-establishing access to D2L is a top priority as we know many students and faculty members (both online and in person) require D2L to teach classes, progress through their courses and submit assignments. As this was a sudden, unexpected event, it is expected that instructors will be flexible to ensure that students are not penalized or adversely impacted by something completely outside of their control.

Software Installation (SentinelOne)


Again, a sincere thank you to so many who joined us at an IT Kiosk to have SentinelOne installed on your laptops. As a reminder, students only need to have SentinelOne installed if they are also employees of Laurentian University. When you have the software installed and authentication services return, you will be asked to verify your identity and then you will be able to access your account and the connected cloud-based services (D2L, Google, Zoom).

As a reminder, for those who were unable to visit a kiosk, you can either visit the IT HelpDesk in the J.N. Desmarais Library (bring your laptop), or receive the installation remotely (process to be launched in the coming days). For those with desktop computers, please have your supervisor reach out to IT with a request to install the software.

Faculty teaching remotely


For those teaching remotely and unable to physically visit campus to have the SentinelOne software installed, we will provide you with instructions on how we will complete this installationremotely. We understand the critical importance of enabling your access to D2L and other services. We will be prioritizing the remote installation of SentinelOne for you as you will not be able to access cloud-based services (D2L, Google, Zoom) until it is installed.

Applicants to Laurentian University


Please be aware that throughout this cyber incident, our communication tools with future students have been affected. We’d like to reassure you that once the system is re-established, we will review all questions that have been submitted.

To help keep you up to date, we have developed an FAQ specific to your questions.

IT Services | Services TI

Feb 26, 2024 - 17:00 EST

Status: Update

As classes resumed today we first would like to thank you all (students, faculty, staff) for your patience and understanding as learning activities resume without some of the systems and technologies we’ve grown accustomed to.

From a technical perspective, progress continues on the key systems, which each have dedicated teams working towards solutions: authentication to access cloud-based systems (D2L, Google, Zoom), Enterprise Resource Planning (ERP), software installation (SentinelOne), and networking (including Wi-Fi).

We would like to be able to tell you when to expect each service to be available, but at this stage we cannot reasonably provide a reliable timeline.

We will continue to update laurentian.ca and the related FAQs.

Town Hall Meetings


We are aiming to provide as much information as is available through these updates and the FAQs. In addition to this, we want to hear your questions so our FAQs can address your concerns. We will host two town hall meetings via zoom:

Software Installation (SentinelOne)


Thank you to the staff, faculty, and student staff who have already visited an IT Kiosk to have SentinelOne installed on their portable devices. Your support is greatly appreciated. Our Kiosks will remain available tomorrow. As a reminder, students only need to have SentinelOne installed if they are also employees of Laurentian University.

For those unable to visit a kiosk on February 27, you can either visit the IT HelpDesk in the J.N. Desmarais Library, or receive the installation remotely (process to be launched in the coming days). For those with desktop computers, please have your supervisor reach out to IT with a request to install the software.

When authentication services return and you have the software installed, you will be able to access your account and the connected cloud-based services (D2L, Google, Zoom).

Again, your patience and understanding are truly appreciated as this work continues.

IT Services | Services TI

Feb 25, 2024 - 17:00 EST

Status: Update

Excellent progress has been made throughout the evening on Saturday and thus far on Sunday as the work of the IT teams continues. Today’s update features three major sections: authentication, the campus network, and IT Service Kiosks.

This week will be an exercise in resilience, patience, and tolerance as we work our way forward. Teaching and learning without internet connectivity will be different from the norm. However, it is an opportunity to innovate and reconnect with students using the fundamentals of how we teach and promote learning.

Authentication


Re-establishing the authentication system has been challenging but the team has surmounted the obstacles and plans to enable authentication in the coming days. This means we will then be able to remotely access cloud-based services like D2L, Google, and Zoom. Please note, accessing these services through the campus network will not yet be possible as the network will remain offline while further investigative work continues.

Upon your first login, you will be prompted to validate your identity (personal information) and change your password. If you are unable to validate your identity, please contact IT. For staff and faculty, after changing your password and completing the critical security update (as described below) you will be able to access the cloud-based services.

Campus Network


The campus network has been significantly impacted and continues to be the focus of a dedicated team within IT. As previously confirmed, campus Wi-Fi will likely be unavailable for most of the week of February 26.

Critical Security Update for Staff and Faculty


We are enhancing our network security to safeguard our community and your personal information. This update involves installing the SentinelOne (S1) Agent on all staff and faculty computersconnected to the university network. This includes student employees of Laurentian University.

Staff and faculty will be required to physically visit an IT Services Kiosk on campus with their laptops before being able to access the campus network.
This is critical and mandatory in order to ensure protection against similar type incidents. For those who have a desktop, you will need to notify your supervisor so they can advise IT whenbest to install the update.

IT Service Kiosks for Staff and Faculty


Four locations will be available as of Monday, February 26, from 9:00 AM to 4:00 PM:




  • IT HelpDesk in the J.N. Desmarais Library

  • Parker Building Atrium (Liaison desk)

  • McEwen School of Architecture - SA-113 (9:30 to 12:00 PM, February 26 only)

  • School of Education - SE 104A



Please consult the schedule to view your assigned time to visit the kiosk.

Detailed installation instructions will be provided at the kiosks and online.

IT staff will be at these locations and will install S1 software. This will not only protect your devices moving forward, but will be critical in ensuring that your devices are far less vulnerable to cyber attacks before joining the campus network. The process takes less than ten minutes and will best protect your device and the information it stores and accesses. Moving forward, the new software (SentinelOne) will be required in order for staff and faculty access the campus network and cloud-based services like D2L, Google, and Zoom.

Submitting Timesheets


For managers with employees on timesheets (overseeing casual or bi-weekly staff), please visit the Parker Building Atrium on February 26 or 27 as Payroll will be handing out forms for you to complete and return on February 28. This is necessary in order to have your staff paid accurately and on time. An FAQ has also been prepared to help with this temporary process.

Onward


Thank you for your patience and understanding as we work together to overcome the challenges ahead. Please know that all team members are working as hard as they possibly can to help regain access to the essential tools and systems we depend on.

IT Services | Services TI

Feb 24, 2024 - 17:00 EST

Status: Update

The team in IT continues progress on re-establishing services with the goal of bringing the authentication system online.

Substantial progress was made Friday evening and through Saturday related to the authentication service. The IT team continues to investigate the depth and breadth of the cyber incident to assess risk and determine what further actions might be required.

Regardless, the team presses on, undeterred, to re-establish the most essential services to the campus community ahead of classes resuming on Monday. Various campus services will have modified hours, which have been updated in the FAQ. The FAQ also houses a number of new questions and answers, added earlier today.

“We look forward to seeing people back on campus after reading week”, said Dr. Sheila Embleton, Interim President and Vice-Chancellor. “Times of disruption provide an opportunity for connection and an opportunity for all of us to come together to support each other. I want to personally thank all the staff in IT and services across campus who continue to work tirelessly to restore systems. The teamwork I have seen has been amazing”.


IT Services | Services TI

Feb 23, 2024 - 15:00 EST

Status: Update

As reading week draws to a close, students will begin returning to campus ahead of the resumption of classes next week.

Throughout the cyber incident, we have maintained that a high priority is enabling classes to take place as scheduled. We are now able to confirm that classes will be held in-person and on-campus as planned as of February 26.

The technology available during the next week will be limited as teaching will be done without internet connectivity. All efforts are being put forward to enable as many teaching-related technology resources as possible. First, this means re-establishing the authentication system which allows users to login. Then, three key tools we are focused on are D2L, Google, and Zoom.

Special consideration will be required to address the impact for students enrolled in online, remote, or hybrid instruction who are not on-campus. The details of the accommodation will be communicated once we have a timeline as to when services are expected to resume.

“We appreciate that instructors may have to adapt their on-campus teaching methods in the absence of internet connectivity and access to digital systems, and that staff may adjust their activities – we do what’s needed to ensure our students learn and progress with their studies and that they have access to services” said Interim Provost and Vice-President Academic, Dr. Brenda Brouwer.

We expect that most buildings will be without internet connectivity (Wi-Fi or wired) for most of the week, this includes classrooms and offices.

Staff who support the delivery of programs and courses as well as those providing to student services will be on campus next week. Supervisors are encouraged to meet with their staff on Monday to set work plans for the rest of the week to ensure on-campus services are provided.

We will continue to provide updates via laurentian.ca, including an FAQ which includes the latest information on all campus services. Thank you for your patience and understanding as we do everything possible to ensure in-person education continues.


IT Services | Services TI

Feb 22, 2024 - 16:00 EST

Status: Update
Progress continues as our IT team is beginning to bring systems online and re-establishing the technological infrastructure. A high priority is to ensure classes can begin with the appropriate technology on Monday, February 26 as students return from reading week.

The Frequently Asked Questions and status of multiple systems/services is available on laurentian.ca and continues to be updated.

Internet Access
As stated yesterday, residence now has internet connectivity and we are now working towards expanding this access to other Wi-Fi routers and buildings. This will be a gradual process as internet access is restored to other locations.

Colleague (ERP) Access
We have enabled on-site access to the Enterprise Resource Planning (ERP) system which has allowed payroll staff to safely and successfully execute the payroll for February. Students, staff, and faculty will not receive their pay statement by email, but their pay will be deposited on time as per the normal schedule.

Authentication System
The cloud-based systems (D2L, Google, etc.) accessible through the authentication system (Laurentian login) have not been impacted. However, before access to those systems can be restored, work continues to rebuild the login environment. We will be in a better position at the end of the day February 23 to determine if this goal can be reached. The goal is to enable this system before February 26.

We continue to do everything possible to re-establish these systems and appreciate the patience of our campus community. We would like to thank the many people who have offered to support the University’s recovery from the cyber incident, including local IT teams who have shared resources and joined in the efforts.

IT Services | Services TI

Feb 21, 2024 - 16:30 EST

Status: Update
The Laurentian IT team, in collaboration with its experts on cyber issues, continue to work diligently to re-establish systems to bring them online and restore availability to the Laurentian community.

The Frequently Asked Questions and status of multiple systems/services is available on laurentian.ca and continues to be updated.

Students
We are aware that students and faculty members rely heavily on these systems to advance their course work and research. We are doing all we can to bring these back online safely as soon as possible. Faculty members have been asked to consider these exceptional circumstances and provide flexibility to students in completing their academic requirements. The J.N. Desmarais Library will be open February 22 and 23, though it does not yet have Wi-Fi.

Residence
Enabling wired internet access in residence has been a top priority and is now available to residents.

Staff & Faculty
For those who are able, and who are not required to be on campus, please continue to work from home for February 22 and 23. We will update laurentian.ca and social media feeds. Significant progress has been made on the University’s technical ability to be able to execute the payroll system; this is a critical item and we do not expect payroll to be affected.

We sincerely apologize for the inconvenience of these issues. Please know that we are doing all we can to bring systems back online in a timely manner

IT Services | Services TI

Feb 20, 2024 - 16:31 EST

Status: Investigating

Laurentian University is currently recovering from a cyber incident that first came to our attention on Sunday morning, February 18. Upon our discovery, we immediately took steps to secure our network and mobilize our expert partners to assist. We are in the process of re-establishing the services, investigating, and understanding the incident’s impact.

Our response to the incident has caused the disruption of various IT services. We do not expect payroll to be disrupted by the incident; we will be able to confirm in a further update.

As of tomorrow, we will be communicating with all employees and students through a static website at laurentian.ca and social media platforms (Facebook, Instagram, and Twitter/X). Please note, we may lose the ability to communicate via the communications@laurentian.ca email address. We are preparing an FAQ document which will be shared on laurentian.ca when available.

Our IT team has been working diligently and will continue to do so until we are able to restore services. We appreciate that this incident raises a significant privacy concern, and we will be providing updates and sharing more information when we have it. We have reported the incident to law enforcement.

Thank you for your patience and understanding as we work through this and we sincerely apologize for any inconvenience this may cause.

IT Services | Services TI

Feb 19, 2024 - 16:07 EST

Status: Investigating

Dear community members,

The IT systems at Laurentian University have been impacted by technical issues, leading to many of them being unavailable. Our IT team has been working diligently and will continue until we are able to restore services. At the moment, many services remain unavailable and there is no estimated timeline on when these services will be available.

For staff and faculty, please plan to work remotely, if you are able, on February 20 and February 21.

Another update will be provided tomorrow, February 20, as more information becomes available.

IT Services | Services TI

Feb 18, 2024 - 21:24 EST

Status: Investigating

Information Technology services at Laurentian University are currently experiencing technical issues that have affected multiple systems.

The staff within IT are actively working to resolve the issues as soon as possible. Further updates will be provided as soon as possible.

Service Status: