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The past few months we have had recurring problems with the e-mail services of the UvA. During these incidents, UvA students e-mail was unavailable via Outlook and/or Webmail. Our administrators are aware of these problems, but have not been able to find the exact cause.

Are you also experiencing problems with your e-mail?

The past few months we have had recurring problems with the e-mail services of the UvA. During these incidents, UvA students e-mail was unavailable via Outlook and/or Webmail. Our administrators are aware of these problems, but have not been able to find the exact cause.

 

What is going on?

Externally, these problems appear to concern the e-mail services. Internally, our administrators have determined that the e-mail servers function properly and the problems actually concern (a part of) the UvA network.

 

What are the symptoms?

Outlook and/or Webmail don’t respond and e-mails are no longer synchronized on mobile devices.

 

Who is affected by these problems?

These problems primarily concern (a number of) students of the UvA. Our incident reports show that it is mostly students who use our Wi-Fi network (using their laptops, smartphones or tablets) that are affected by these problems. From random sampling we have deduced that students who use the wired network connection and those who use mobile data (3G/4G) are not affected.

 

Can such an incident be solved?

A heavy modification of our equipment is required to fix such an incident. We must do this carefully as not to cause any other incidents. Should an incident occur again we require about 30 minutes to fix it.

 

Will these problems occur more often?

Our external suppliers are aware of these problems, but they have not yet encountered them with any of their other customers. Because of this, the exact cause of these problems has yet to be determined and solved. This means that we expect these problems to occur again. Unfortunately, we are unable to predict when exactly they might occur.

As of yet, we have not found a way to reproduce this problem. This means that in order to find a permanent solution, we are dependent on the spontaneous moments in which the problem occurs. At this moment we are building new measuring tools in our equipment. As soon as the problem occurs again, we will use these measuring tools to collect as much data as possible for our external suppliers, whilst simultaneously working on fixing the incident.

As soon as we get closer to finding a permanent solution to these problems, we will once again provide you with an update. Thank you for your patience and understanding in this matter.