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IT issues under investigation - update 3

03 Feb 2022

Updates about issues with GlobalProtect and My Manchester

Update 3 (Friday 4 February, 11am)

After the successful completion of last night’s upgrade, we are content that services have been restored, although we will monitor closely over the weekend before we consider the issue officially resolved.

We are aware that some people may be having issues with GlobalProtect installed on their own computer. If you are affected, please follow the instructions in Update 2, below.

If you continue to experience any issues, please contact the IT Support Centre directly.

Update 2 (Thursday 3 February, 5.05pm)

While the widespread issues relating to GlobalProtect have been resolved, we are aware that some people have reported that they’re getting an error reading “Connection failed, failed to verify certificate”.

If you are affected by this, you’ll need to contact the IT Support Centre so they can take some additional troubleshooting information from you. You can either call 0161 306 5544, or submit a request via the IT Support Portal (Request Support > VPN and Duo (2-factor))

If possible, when you submit your request, please supply some Connection information to help with troubleshooting.

You can find this information by doing the following:

  • Click on the Global Protect icon in your system tray (Windows) or menu bar (macOS)
  • Click the three-line icon in the top right
  • Click Settings
  • Click the Connection tab

In your request, either include a screenshot of the above screen, or note down the details under “Gateway” and “Type”, and next to “Protocol”.

We’ll continue to monitor all services over the planned maintenance period, and publish more information tomorrow if needed.

Update 1 (Thursday 3 February, 12.45pm)

The earlier issues with the GlobalProtect VPN have been identified and resolved.

After further work this morning, My Manchester returned to service, however we are continuing to closely monitor this before we consider it resolved, and will take further action if necessary.

If you experience any IT issues, please contact the IT Support Centre directly.

Due to the essential nature of the work, we are still planning to carry out the second half of the planned IT maintenance on Thursday 3 February , although we will update this message if that changes.

Original message (Thursday 3 February, 9am)

IT Services are investigating issues that some people may have when attempting to use My Manchester or Global Protect.

While this is under investigation, the following links can be used to access some University services:

As soon as we have any more info, including a time to fix, we'll update here.