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October 12, 2000

University working on computer network problems, but trouble is expected to continue, provost warns

Problems with the University's network services likely will continue through the academic term, Pitt's provost and chancellor both acknowledged.

Provost James V. Maher told Senate Council this week that he was acutely aware of the network's recent failings. "I'm very concerned about it. I'm going to do everything I can to get a good explanation of whatever our options are and the path we'll be following in time for the November [7] Faculty Assembly meeting."

Maher said he was optimistic that the problems would be resolved, but that there was no quick fix. He said that even the recent doubling of the number of server processors had not provided the needed boost to eliminate network disruptions. The disruptions range from diminished network performance to the periodic unavailability of key systems to a lengthy complete network shutdown last September.

The provost said he has fielded many complaints about the system in recent weeks, particularly from faculty who use the CourseInfo system.

CourseInfo is an integrated software package that allows faculty to develop, manage and use Web pages for instruction. It offers tools to administer, grade and record quizzes, and facilitates instructors' efforts to send e-mail, transfer files to and from students and manage an on-line gradebook. The service involves about 1,000 faculty members and serves about one-third of the student population.

"The fact that doubling the number of processors in the control server that serves CourseInfo, and in finding that the system loaded down at times since then, is an especially bad sign, because it does suggest that we need to do some reconfiguring," Maher said. "And reconfiguring is not something that can be done gracefully during the term. We have to handle this as fast as we can, so we can go into the Christmas holidays knowing exactly what has to be done by January."

Maher said the triumvirate of responsibility centers involved in Pitt's computer services, the Center for Instructional Development (CIDDE), Network Services, and Computing Services and Systems Development, was evaluating the whole network operation. "We're trying to get a plan, staging all the things that we really need to get done over the next few weeks. But at the moment we're studying the problems and patching what really can't be put off," he said.

Chancellor Mark Nordenberg added, "We have tried very hard to do everything we can to create a good learning environment, whether that includes technology or other instructional enhancements. We do feel we fell short in this particular case."

The two officials were responding to remarks made at Senate Council by faculty member Jim Holland. Holland also had raised the issue at the Oct. 3 Faculty Assembly, calling the CourseInfo system "a nightmare that has ruined my courses."

Faculty Assembly members had agreed that the problems should be discussed by the Senate educational policies and student affairs committees, in preparation for CourseInfo offerings in the spring term.

Also at Faculty Assembly, Jinx Walton, director of Computing Services and Systems Development, said that two actions had already been taken: purchasing nearly double the amount of bandwidth (network capacity) and emphasizing to the University community that the network is a shared resource and users should limit usage of bandwidth-intensive applications.

But at Senate Council Maher said, "We have succeeded in recent years in providing training in things like CourseInfo for so many faculty and that involve so many of our students. We think, even though we've put a lot of money into this, we have caused ourselves some problems in the course of the demand building up. System failures are not just related to the level of activity, but when you strain a system, you find out what the weak points are."

Maher said he was confident the network evaluation would lead to a workable plan. "I think we can to it in weeks, but we can't do it in days."

Maher added that two components of any plan will include warning users of problems and training Help Desk staff to tell users what to do. "The essential coordinators for all users of the network are Jinx's Help Desk staff. She is currently organizing all that and what has to happen. I'm determined that we're going to get this right, but I do ask you to be patient."

–Peter Hart

 

Filed under: Feature,Volume 33 Issue 4

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