Alerts & Outages

To minimize disruptions, ISS monitors the health of IT systems and services. Should a service interruption occur, a notification will be posted to Tech Support. Past, resolved issues, are listed below.

Types of Alerts, Symbols & Descriptions

Types of alerts with symbols and descriptions
Alert Type Alert Symbol Alert Description
Normal Service Normal Service is functioning as expected.
Degraded Degraded Service Some service functions are downgraded. The service may still be used; however, some items may not work as expected.
Outage Service Outage Service is no longer functioning and is unusable.
Scam Scam Alert v2 Scam alert received. Be aware.
Maintenance Maintenance Service may not work as expected, during this time. Scheduled maintenance is published on Maintenance.

October

  1. 10/9/25: Softdocs Etrieve Outage
    • 11:24 AM: This issue is RESOLVED.
    • 9:10 AM: We have determined this to be an Etrieve issue and have reached out to the vendor. They are working to resolve this as quickly as possible.
    • 7:57 AM: ISS staff are investigating a login issue with Softdocs Etrieve.
  2. 10/3/25: Colleague UI Web (and related services) Outage
    • 10:24 AM: This issue is RESOLVED.
    • 10:03 AM: ISS staff have initiated a full reboot of Colleague. This will cause MyMCC and other services to stop working while the reboot happens.
    • 9:59 AM: ISS staff believe they have identified the problem and are working to implement the fix. Other services that are depend on Colleague may be having issues as well. Examples: Informer, MyMCC.
    • 9:41 AM: ISS staff are investigating login issues with Colleague UI web.

September

  1. 9/18-9/24/25: Help Desk Ticket System (KACE) Degraded
    • 9/24, 4:13 PM: This issue is RESOLVED.
    • 8:59 AM: KACE is still degraded. If you need assistance, please call 254-299-8077 or stop by LTC 210. Helpdesk@mclennan.edu emails will be received but could be delayed.
    • 9/22, 8:03 AM: ISS has restored the system from the most recent full backup. This means about one week of data has been lost. The system is running, but we are still experiencing issues when applying the required security certificate. Testing was completed over the weekend, and we are meeting with our vendor this morning. A critical patch also needs to be installed; expect possible disruptions. All normal methods of contacting Help Desk are working.
    • 9/20, 10:16 AM: KACE is back online with a status of degraded.
    • 9/19. 8:19 AM: ISS has been working with our vendor and some data is corrupted beyond repair. We are still working towards a solution to fully restore services. Please continue to call 254-299-8077 for support.
    • 9/18, 7:05 AM: ISS staff are investigating an issue with our ticketing system. If you need assistance, please call 254-299-8077 or stop by LTC 210. Currently, emails will not be received. If you have previously put in a ticket, we are attempting a restore of our systems, but some data may be lost. We are sorry for the inconvenience and will send an update when we have more information or if the issue has been resolved.
  2. 9/23/25: Softdocs Etrieve Degraded
    • 12:41 PM: This issues is RESOLVED.
    • 10:57 AM: ISS staff and the vendor are investigating an issue where the vendors, approvers, and employees are not autoloading into the forms.
  3. 9/20/25: Webmail Access Outage
    • 12:44 PM: This issues is RESOLVED.
      • You may need to quit Outlook or your mobile application and try again. You may also be asked to reenter your username and password.
    • 12:00 PM: Status has not changed. ISS staff have engaged a vendor for help. Some people report they cannot receive mail using Outlook or mobile. This appears to be intermittent and we are seeing many people able to access through Outlook and mobile. Some are unable to access any email.
    • 11:00 AM: Status has not changed. ISS staff are investigating. WE have no ETA on resolution.
    • 9:38 AM: ISS staff are investigating an issue with employees accessing the webmail system. Student email is not affected. Employees can access email through Outlook or with mobile devices.
  4. 9/16/25: Jabber Degraded
    • 9:03 AM: This issue is RESOLVED.
    • 8:51 AM: Alert status changed from Outage to Degraded.
    • 8:10 AM: ISS staff are investigating an issue with Cisco Jabber.

August

  1. 8/7/25: Softdocs Etrieve Degraded
    • 8:41 AM: This issue is RESOLVED.
    • 8:06 AM: ISS staff are working on an issue logging into Softdocs Etrieve.

Last updated: 10/9/2025

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