Cardiff University Outage History

Started May 07, 2026, 03:25 PM UTC· resolved Oct 09, 2026, 03:16 PM UTC

1. investigating May 07, 2026, 03:25 PM UTC

   We have been made aware of a number of reports of people not being able to access files within various Microsoft Teams spaces or SharePoint sites that they expect to have access to. We are working with Microsoft support to better understand the issue and work towards a resolution, but do not have a timescale for this yet. There is no confirmed workaround identified at this time, but using a private/incognito session on a web browser can help to avoid issues with cookies.

2. investigating May 08, 2026, 08:25 AM UTC

   We continue to work with Microsoft on understanding the impact and cause of the issue we are experiencing. So far there has been no indication that there is a systemic issue across the Microsoft platform, and it appears isolated to Cardiff only. We have also been made aware that some users of the Business Intelligence (BI) service may not be able to access the BI site as this is hosted on SharePoint (https://cf.sharepoint.com/sites/bi/SitePages/BI-Home.aspx). There is still no confirmed mitigation or workaround to this issue so far, but some users have reported success in using a private/incognito session in web browser.

3. investigating May 08, 2026, 08:28 AM UTC

   We are continuing to investigate this issue.

4. investigating May 11, 2026, 01:20 PM UTC

   Microsoft continue to investigate the cause of this issue, but indications so far are that it only affects a relatively small number of individuals, and can be intermittent in nature. There is no confirmed workaround, but attempting to access the resource through different methods can sometimes yield different results. This can include: • Accessing a URL directly • Navigating to the resource by browsing from the landing page • Using a private/incognito session on a web browser • Accessing from within the Teams desktop client

5. identified May 18, 2026, 08:32 AM UTC

   We are continuing to work closely with Microsoft to identify the root cause of the intermittent issues you may be experiencing. As the issue has been difficult to reproduce consistently, investigation has taken longer than expected. A likely underlying cause has now been identified, and more detailed analysis is currently underway. If you are encountering this issue, you may find success by using a private or incognito session in a web browser. If this does not work immediately, making several attempts at closing all browser instances and retrying in a new private/incognito session can sometimes resolve the issue. We recognise that this is not an ideal solution and appreciate your patience while we work towards a permanent fix.

6. identified Jun 01, 2026, 09:25 AM UTC

   Investigations into the root cause of this issue are ongoing, alongside efforts to develop a permanent fix. In the meantime, a confirmed workaround is available. Users experiencing these access issues should clear their web browser cookies, then restart the browser and try again.

7. identified Jun 19, 2026, 01:54 PM UTC

   Until a permanent fix is developed and deployed, the recommended workaround if you are impacted by this issue is to utilise a private/incognito session on your web browser. Please do note that private/incognito sessions can behave slightly differently in different web browsers, so closing all other browser windows or using a different browser entirely can help if you continue to encounter the issue within the private/incognito session.

8. identified Jun 23, 2026, 03:25 PM UTC

   We are continuing to work closely with Microsoft to find the root cause of this issue, alongside efforts to develop a permanent fix. In the meantime, the continued recommended workaround if you are impacted by this issue is to utilise a private/incognito session on your web browser. Please do note that private/incognito sessions can behave slightly differently in different web browsers, so closing all other browser windows or using a different browser entirely can help if you continue to encounter the issue within the private/incognito session.

9. identified Jul 21, 2026, 02:46 PM UTC

   We are continuing to work closely with Microsoft to find the root cause of this issue, alongside efforts to develop a permanent fix. In the meantime, the continued recommended workaround if you are impacted by this issue is to utilise a private/incognito session on your web browser. Please do note that private/incognito sessions can behave slightly differently in different web browsers, so closing all other browser windows or using a different browser entirely can help if you continue to encounter the issue within the private/incognito session.

10. resolved Oct 09, 2026, 03:16 PM UTC

    We have implemented a fix and are no longer seeing reports of this issue. If you encounter an "Access Denied" message when accessing content you would normally be able to view, this is most likely a residual effect of the earlier issue rather than a new fault. Clearing your browser cookies and signing in again will usually restore access.

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Started Apr 24, 2026, 08:07 AM UTC· resolved Apr 30, 2026, 06:53 PM UTC

1. investigating Apr 24, 2026, 08:07 AM UTC

   Oracle EBS - SSL Certificate renewal issue Following the renewal of the SSL certificate, some users are being presented with a certificate warning. We advise those users not to attempt launching Oracle EBS until the issue is resolved. University IT is currently investigating and hope to resolve this issue as quickly as possible. We apologise for any inconvenience this is causing.

2. investigating Apr 24, 2026, 09:06 AM UTC

   This issue has been escalated to the vendor who will provide an update shortly. We apologise for any inconvenience this is causing but please be patient while University IT, Finance and the vendor continue the investigation.

3. identified Apr 24, 2026, 11:43 AM UTC

   This issue has been identified and a fix is to be implemented starting at 16:00, 24th April 2026.

4. resolved Apr 30, 2026, 06:53 PM UTC

   This incident has been resolved.

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Started Apr 08, 2026, 09:54 AM UTC· resolved Apr 23, 2026, 02:28 PM UTC

1. investigating Apr 08, 2026, 09:54 AM UTC

   We have been made aware of issues impacting the Service Desk ticketing system (ASM), including reports of very slow processing and not being able to complete the login process. The issue has been raised and escalated with our third-party provider, who are undertaking investigations. Issues with failing to log in can be intermittent, and so repeated attempts can sometimes result in success. We will provide updates as our provider proceeds with their investigations.

2. monitoring Apr 08, 2026, 10:12 AM UTC

   Our provider has completed their initial investigations, and have applied a remedy to fix the issues being experienced. Normal service has been restored, but performance is continuing to be monitored to ensure the fix has been fully effective.

3. monitoring Apr 09, 2026, 07:58 AM UTC

   Some reports continued regarding slower than expected operation of the service, and additional mediation has been attempted in response. Our engineers and our provider are continuing to monitor and assess the situation.

4. monitoring Apr 10, 2026, 03:44 PM UTC

   Further investigations were undertaken into the slow performance of the system, and our provider has recently identified what they believe to be the underlying root cause. Remediation has subsequently been applied, and normal service operation appears to have been restored, though monitoring will continue over the weekend.

5. monitoring Apr 13, 2026, 12:41 PM UTC

   Monitoring indicates that normal performance has been sustained since the fix was applied, but additional monitoring will continue through the rest of the day.

6. resolved Apr 23, 2026, 02:28 PM UTC

   This incident has been resolved.

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Started Apr 02, 2026, 02:09 PM UTC· resolved Apr 23, 2026, 12:07 PM UTC

1. identified Apr 02, 2026, 02:09 PM UTC

   The payment gateway used to add credit to your myPrint account is currently unavailable. However, the myPrint printing service is still available.

2. monitoring Apr 16, 2026, 02:45 PM UTC

   The print payment system has been fixed - you can now add credit to your print account. You may notice an updated payment page, as we now use Worldpay to process payments securely.

3. resolved Apr 23, 2026, 12:07 PM UTC

   This incident has been resolved.

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Started Mar 19, 2026, 08:53 AM UTC· resolved Mar 19, 2026, 10:04 AM UTC

1. investigating Mar 19, 2026, 08:53 AM UTC

   Published Applications and Desktops (Horizon) University IT is aware of an issue with the Published Applications and Desktops Service (Horizon) that is preventing users from launching some applications. We are investigating this as a matter of urgency and hope to resume normal service shortly. We apologise for any inconvenience this is causing.

2. resolved Mar 19, 2026, 10:04 AM UTC

   University IT has implemented a fix and normal service has been restored. Again, we apologise for any inconvenience this caused.

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Started Mar 13, 2026, 09:41 AM UTC· resolved Mar 13, 2026, 03:47 PM UTC

1. investigating Mar 13, 2026, 09:41 AM UTC

   Published Applications and Desktops (Horizon) University IT is aware of an issue with the Published Applications and Desktops Service (Horizon) that is preventing some users from logging in / launching applications. We are investigating this as a matter of urgency and hope to resume normal service shortly. We apologise for any inconvenience this is causing.

2. identified Mar 13, 2026, 10:14 AM UTC

   A temporary fix has been implemented while we continue to investigate this issue. Again, we apologise for any inconvenience this is causing.

3. resolved Mar 13, 2026, 03:47 PM UTC

   This incident has been resolved.

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Started Mar 12, 2026, 04:08 PM UTC· resolved Jul 15, 2026, 11:05 AM UTC

1. investigating Mar 12, 2026, 04:08 PM UTC

   We are aware of an issue affecting research output download statistics on the ORCA (Online Research @ Cardiff) user interface. This is affecting both the homepage, and the statistics of individual records since January this year. This issue is currently under investigation. The ORCA service is otherwise unaffected.

2. resolved Jul 15, 2026, 11:05 AM UTC

   We have updated the ORCA database and will look to rebuild and restore the download statistics over the next month. We have removed the blank download statistics feature as a temporary measure, to avoid confusion.

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Started Mar 04, 2026, 04:15 PM UTC· resolved May 08, 2026, 09:52 AM UTC

1. identified Mar 04, 2026, 04:15 PM UTC

   We are currently investigating a high volume of scam emails delivered to Cardiff University accounts. These messages use several tactics, including: •Prompts to call a phone number to claim an expensive tech prize. •Links to files with misleading names such as “Cardiff University” or “Cardiff University March 2026 Payroll Update”. •Sender addresses that may appear to come from within the University. Our security teams are isolating and removing these messages and blocking any associated malicious links or files. You do not need to report receiving these emails, but you may use the Report Message button in Outlook if you wish. If you have clicked a link in one of these emails and have entered your username or password, please change your password immediately and contact the IT Service Desk. Please continue to follow our guidance on staying safe (search on the intranet for scam messages), including checking whether you were expecting an email or shared file before interacting with it.

2. monitoring Apr 08, 2026, 09:47 AM UTC

   The specific content of scam messages continues to evolve, but we are still seeing significant numbers of the same general formats: • A file has been shared with you on SharePoint • Someone is giving away a number of rare or high value items Please remember that some of the most important considerations when deciding whether to trust an email are: - were you were expecting to it receive it - can you verify that the sender is who they claim to be, and that you trust them - be very cautious about clicking links in emails, and even more cautious about clicking links or buttons inside documents - if you are prompted to enter your credentials, check that the site asking for them is the genuine Microsoft login site

3. resolved May 08, 2026, 09:52 AM UTC

   Mailboxes may still receive an email notification that a file has been shared where the contents of the shared file attempt to trick you into entering your credentials into a fake login site. Please continue to follow our guidance on staying safe (search on the intranet for scam messages), including checking whether you were expecting an email or shared file before interacting with it. It can also be worthwhile checking the URL shown in your web browser address bar for any login screens. Where Microsoft handle the login, the genuine URL should begin with https://login.microsoftonline.com/

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Started Feb 26, 2026, 08:59 AM UTC· resolved Feb 27, 2026, 09:05 AM UTC

1. identified Feb 26, 2026, 08:59 AM UTC

   We are aware a number of staff and students are experiencing issues logging into email, sending or receiving email, and logging into other University services including VPN. The issue is currently being investigated and updates will be provided here.

2. identified Feb 26, 2026, 09:44 AM UTC

   The incident appears to be specific to the School of Psychology, impacting both staff and students. Engineers are currently working to resolve the issue. If staff or students outside PSYCH are experiencing issues, please contact the IT Service Desk as your issue may not be related to this incident.

3. monitoring Feb 26, 2026, 12:06 PM UTC

   University IT have now resolved an IT service interruption that affected staff and students within the School of Psychology between approximately 16:00 on 25 February and 11:30 on 26 February. During this period, access to several University IT services, including email, was unavailable. Emails sent to affected staff and students, both from within and outside the University, would not have been delivered. Unfortunately, these undelivered messages cannot be identified or retrieved. In these cases, the sender will have received an “undeliverable” notification.If you were expecting an email during this time window, we recommend contacting the sender to request that the message be resent. We sincerely apologise for the disruption this caused. University IT has reviewed the incident and is implementing measures to prevent a similar occurrence in future. Thank you for your understanding.

4. resolved Feb 27, 2026, 09:05 AM UTC

   This incident has been resolved.

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Started Feb 25, 2026, 10:37 AM UTC· resolved Feb 26, 2026, 12:56 PM UTC

1. investigating Feb 25, 2026, 10:37 AM UTC

   University IT has reported performance issues relating to the public website (cardiff.ac.uk) and intranet (intranet.cardiff.ac.uk) to our service provider, Squiz. This has been escalated within Squiz and we are awaiting their response. We apologise for any inconvenience this is causing.

2. resolved Feb 26, 2026, 12:56 PM UTC

   This incident has been resolved.

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Started Feb 12, 2026, 04:32 PM UTC· resolved Feb 13, 2026, 09:27 AM UTC

1. investigating Feb 12, 2026, 04:32 PM UTC

   University IT have identified an issue regarding sending emails via SIMS. We are working hard to restore full service, but in the meantime, we would ask that SIMS Client users please refrain from sending emails via the SIMS Client. Emails sent via SIMS Online should be able to be processed once full service is restored. Please accept our apologies for this degradation in service, and we will update you when the full service is restored.

2. resolved Feb 13, 2026, 09:27 AM UTC

   The issue affecting emails being sent via SIMS has now been resolved. Users of the SIMS Client can now send emails via the client. Technical staff are working through any emails that were attempted to be sent during this issue, and these will be processed without any need for users to resend. Once again, apologies for any inconvenience this issue may have caused.

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Started Feb 03, 2026, 11:24 AM UTC· resolved Feb 04, 2026, 09:05 AM UTC

1. investigating Feb 03, 2026, 11:24 AM UTC

   University IT are aware of an issue with accessing Home drives and, by association, SIMS Client and technical staff are currently investigating. An update will be provided as soon as more information is available.

2. monitoring Feb 03, 2026, 12:56 PM UTC

   A fix has been implemented and the issues affecting the Home drives and SIMS Client should now be resolved. Engineers are continuing to monitor the services.

3. resolved Feb 04, 2026, 09:05 AM UTC

   The issue with affecting access to Home drives has now been resolved.

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Started Jan 30, 2026, 11:48 AM UTC· resolved Jan 30, 2026, 12:18 PM UTC

1. investigating Jan 30, 2026, 11:48 AM UTC

   University IT are aware of an issue affecting access to SIMS Online and technical staff are currently investigating. An update will be provided as soon as more information is available.

2. resolved Jan 30, 2026, 12:18 PM UTC

   The issue affecting access to SIMS Online has now been resolved.

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Started Jan 29, 2026, 09:16 AM UTC· resolved Jan 29, 2026, 11:01 AM UTC

1. investigating Jan 29, 2026, 09:16 AM UTC

   PeopleXD data replication impacting Business Objects (BO) / Business Intelligence (BI) Replication of PeopleXD data failed to complete overnight. Who will this affect? Business Objects and Business Intelligence users. How will this affect users? Business Objects users are unable to run reports containing PeopleXD data. PeopleXD data is available to Business Intelligence users, but it will not be up to date. University IT staff are currently investigating. A message will be issued when the replication has completed successfully.

2. resolved Jan 29, 2026, 11:01 AM UTC

   This incident has been resolved.

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Started Jan 28, 2026, 03:27 PM UTC· resolved Jan 29, 2026, 03:36 PM UTC

1. investigating Jan 28, 2026, 03:27 PM UTC

   We are aware of filestore (Home and Shared drive) authentication issues at the moment, affecting some service users. This is under investigation.

2. resolved Jan 29, 2026, 03:36 PM UTC

   This incident has been resolved.

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Started Jan 27, 2026, 01:06 PM UTC· resolved Jan 29, 2026, 11:20 AM UTC

1. monitoring Jan 27, 2026, 01:06 PM UTC

   What is being done? After discovery of a bug in EndNote 2025.2, we are rolling back to EndNote 2025.1 on managed Windows devices. Also, we have reverted the version on Cardiff Software Downloads to EndNote 2025.1. The issue has lower impact on Apple Mac devices, and we have no plans to roll back the version of EndNote for Macs (See How Will This Affect Service Users below). When is this being done? • We have already replaced the version on Cardiff Software Downloads with EndNote 2025.1. • We are in the process of rolling back to EndNote 2025.1 on managed Windows devices, and we aim to complete this by 13:00 hours on Wednesday 28 January 2026. Managed Windows devices rebooted after this time should revert to EndNote 2025.1. Who will be affected? Staff and student users of EndNote. How will this affect service users? For EndNote 2025.2, when editing in Word and EndNote online for Windows, the bug causes Word to crash when trying to convert plain text citations to EndNote citations. This can cause loss of work, and significant frustration and inconvenience. The resolution is: • On managed Windows devices: we are reverting to EndNote 2025.1 as soon as practicable. This will happen automatically for managed Windows service users, and you need take no action other than rebooting as noted above. This includes open access workstations. Newly imaged workstations, including open access workstations, will automatically have version 2025.1 installed. • On unmanaged Windows devices: If you are prompted to update to Endnote 2025.2, you are advised to choose Ignore this. If you have already updated to Endnote 2025.2, then you are advised to uninstall Endnote 2025.2 and you can then download Endnote 2025.1 from Cardiff Software Downloads website. • For managed Apple Macs we have no plans to revert the version as it does not cause a Word crash. Version 2025.2 was released for Macs in December to ensure compliance with the Tahoe macOS release, and we have not been made aware of any critical issues. There is however an issue when you convert a plain text record, that the year is removed. To address this, you can go to the Edit and Manage Citations menu, and choose the default option for the appearance of the citation, to ensure the year is displayed. • For unmanaged Apple Macs version 2025.2 does not cause a Word crash. Version 2025.2 was released for Macs in December to ensure compliance with the Tahoe macOS release, and we have not been made aware of any critical issues. If you are currently on 2025.1, and are experiencing no issues, you may prefer to continue on 2025.1. If you have updated, or plan to update to 2025.2, please be aware of the issue and fix given under “For Managed Macs” above. Why is this being done? Due to the Microsoft Word crash issue caused by the new version on Windows, we are rolling back to EndNote 2025.1 to minimise the risk of colleagues losing their work, particularly colleagues who may be unaware of the issue. The suppliers of the product recommend rolling back to the previous version where problems are experienced. We apologise for the inconvenience caused.

2. resolved Jan 29, 2026, 11:20 AM UTC

   This incident has been resolved.

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Started Jan 27, 2026, 12:10 PM UTC· resolved Jan 27, 2026, 03:04 PM UTC

1. investigating Jan 27, 2026, 12:10 PM UTC

   We are aware of an issue currently affecting ORCA (Online Research @Cardiff) research publications repository. This is under urgent investigation.

2. resolved Jan 27, 2026, 03:04 PM UTC

   ORCA has now been restored.

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Started Jan 06, 2026, 11:42 AM UTC· resolved Jan 06, 2026, 01:05 PM UTC

1. investigating Jan 06, 2026, 11:42 AM UTC

   University IT are aware of an issue with the Service Desk system (ASM) and technical staff are currently investigating along with the hosting suppliers. This also impacts the Service Portal, used by IT, Registry, Finance and HR. An update will be provided as soon as more information is available.

2. resolved Jan 06, 2026, 01:05 PM UTC

   The issue affecting the Service Desk system (ASM) has now been resolved.

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Started Dec 17, 2025, 04:09 PM UTC· resolved Dec 23, 2025, 12:04 PM UTC

1. investigating Dec 17, 2025, 04:09 PM UTC

   University IT is aware of an issue with the University Network within the Queens Buildings, and technical staff are currently investigating. Further updates will follow as more information becomes available. We apologise for any inconvenience this is causing.

2. identified Dec 18, 2025, 09:52 AM UTC

   The majority of the network at the Queens site has been restored; however, some areas are still affected. University IT and Estates are working on a solution as a matter of urgency.

3. resolved Dec 23, 2025, 12:04 PM UTC

   This incident has been resolved.

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Started Dec 09, 2025, 04:18 PM UTC· resolved Dec 10, 2025, 09:50 AM UTC

1. identified Dec 09, 2025, 04:18 PM UTC

   Microsoft have reported that some users may encounter issues accessing Copilot, or experience a degraded service. If affected, Copilot may respond with "Sorry, I wasn't able to respond to that. Is there something else I can help you with?" Microsoft have identified a cause, and whilst they are working to alleviate the impact and rectifying the situation, users may continue to experience issues on an intermittent basis whilst throttling of requests continues - therefore re-trying after a brief pause may result in success on subsequent attempts. We will provide further updates on the progress Microsoft is making in resolving this as they become available.

2. resolved Dec 10, 2025, 09:50 AM UTC

   Microsoft have confirmed that they have resolved the issue that was affecting Copilot and normal service has resumed.

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Started Dec 05, 2025, 09:26 AM UTC· resolved Dec 05, 2025, 03:28 PM UTC

1. monitoring Dec 05, 2025, 09:26 AM UTC

   Cloudflare outage impacting university systems Cloudflare has announced a global issue which is affecting some university systems including the staff and student intranet and the public website. Other systems may be impacted. We will continue to monitor the situation and provide updates here. We apologise for any inconvenience this is causing.

2. monitoring Dec 05, 2025, 10:40 AM UTC

   Cloudflare has implemented a fix and is monitoring the results.

3. resolved Dec 05, 2025, 03:28 PM UTC

   This incident has been resolved.

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Started Dec 01, 2025, 02:38 PM UTC· resolved Dec 05, 2025, 09:30 AM UTC

1. investigating Dec 01, 2025, 02:38 PM UTC

   We have been made aware that some Virgin Media Broadband customers are experiencing difficulties connecting to the University’s VPN service (GlobalProtect). Our current understanding is that the issue originates with Virgin Media, and we are actively monitoring the situation. Affected users may find that they are unable to establish a VPN connection or that the connection is unstable once connected. We apologise for any inconvenience this may cause and appreciate your patience while the issue is resolved.

2. resolved Dec 05, 2025, 09:30 AM UTC

   This incident has been resolved.

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Started Nov 26, 2025, 03:37 PM UTC· resolved Nov 27, 2025, 08:57 AM UTC

1. investigating Nov 26, 2025, 03:37 PM UTC

   University IT are aware of an issue affecting access to the Student App and technical staff are currently investigating. An update will be provided as soon as more information is available.

2. resolved Nov 27, 2025, 08:57 AM UTC

   The issue affecting access to the Student App has now been resolved.

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Started Nov 26, 2025, 09:24 AM UTC· resolved Nov 26, 2025, 12:50 PM UTC

1. investigating Nov 26, 2025, 09:24 AM UTC

   School Management Application</h3) University IT is aware of an issue impacting the School Management Application and is working to resolve this incident as quickly as possible. We apologise for any inconvenience this is causing.

2. resolved Nov 26, 2025, 12:50 PM UTC

   This incident has been resolved.

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Started Nov 24, 2025, 09:56 AM UTC· resolved Nov 26, 2025, 02:49 PM UTC

1. investigating Nov 24, 2025, 09:56 AM UTC

   University IT is aware of an issue with the University Network based in the Dental Hospital, Heath Park Campus, and technical staff are currently investigating. Further updates will follow as more information becomes available. We apologise for any inconvenience this is causing.

2. monitoring Nov 24, 2025, 09:58 AM UTC

   A fix has been implemented and we are monitoring the results.

3. identified Nov 24, 2025, 10:34 AM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Nov 24, 2025, 01:47 PM UTC

   A fix has been implemented and we are monitoring the results.

5. identified Nov 25, 2025, 09:01 AM UTC

   We are still experiencing issues with certain outlets located in the lower half of the building. Engineers are on site to resolve the issue.

6. monitoring Nov 25, 2025, 12:54 PM UTC

   A fix has been implemented and we are monitoring the results.

7. resolved Nov 26, 2025, 02:49 PM UTC

   This incident has been resolved.

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