2024 IT Service Disruption:
Frequently Asked Questions
The latest information on the IT service disruptions linked to the 2024 cybersecurity incident will always be made available on our update page. We will also post frequently asked questions below to help you find the right information.
Advance to Specific Question Category
Incident Background
Jan. 23 Mandatory eID Password Reset
Timeframe for Disruption
Academic Continuity/Class Delivery
Business Continuity and Guidance for Supervisors
Guidance for All K-Staters
Where to Direct Additional Questions
Incident Background
What has happened?
K-State is currently experiencing a disruption to certain network systems. Upon detection, university IT took immediate steps to investigate the disruption, isolating the areas of concern. We've confirmed that these disruptions are the result of a recent cybersecurity incident.
When did this happen?
K-State IT staff discovered the disruption on January 14. In response, the department took immediate steps to contain the incident, which included taking certain systems offline and initiating an investigation.
Jan. 23 Mandatory Password Reset
Why is the university requiring a password reset on Jan. 23, 2024?
As part of the university's ongoing commitment to information security, we are taking this step out of an abundance of caution to protect our systems and your information. All students, faculty and staff will need to reset their password in order to regain access to centralized IT services, including Webmail, Canvas, HRIS and more.
Are we being asked to reset our passwords because of an additional cybersecurity incident?
No. Upon detection of a disruption to some network systems the week of Jan. 14, university IT took immediate steps to investigate the disruption, isolating the areas of concern. This password reset is an intentional step that we are taking out of an abundance of caution to protect our systems and your information. We are continuing to investigate the incident and will provide updates at k-state.edu/update.
Why did the alert to change my password go out at 6 a.m. CT on Jan. 23?
This time was selected in an attempt to remind students, faculty and staff of the Jan. 22 password reset announcement well in advance of the start of classes Tuesday to ensure minimal access issues.
I can't access my Webmail, Canvas, or other platforms. Where do I go for help?
Visit the password resert page available on the IT disruption update site for detailed instructions on how to reset your eID password. A call center has been set up to assist with password resets and can be reached at 866-992-2047 from 8 a.m.-5:30 p.m. You may also start an online chat with the IT Service Desk. Additionally, the IT Service Desk is open from 6 a.m.-10 p.m. on Jan. 23 to assist walk-ins. Please be patient, as service volume may be high.
I was able to successfully reset my password, but some of the systems I typically use/access are now not functioning. What should I do?
We understand the importance of maintaining business and academic continuty during this time.
- Students: We do not anticipate you will experience any noticeable changes upon reentry to K-State systems. That said, if you experience an outage related to a class, start by inquiring with your professor or by contacting the IT Service Desk. If you an experience an outage related to a campus job, inquire with your supervisor directly.
- Faculty/Staff: If you notice you are unable to access specific systems after the password reset, it is likely that those systems are not centrally managed and, therefore, have not been brought back online following the reset. Please report any outages you experience to your supervisor, and supervisors should report these instances to their dean or vice president. We do anticipate some system outages that may appear as new issues to users, but we assure you much work is already underway to re-route any processes derived utilizing these departmentally owned or distributed systems into centrally owned systems. This is a necessary step forward in our ongoing efforts, and we appreciate your patience while we work through this transition.
Timeframe for Disruption
When will K-State's network systems be fully operational?
The investigation is still ongoing, so we do not yet have a definitive timeframe. Using similar cybersecurity incidents at other institutions across the country as a baseline, we recognize that full operation is unlikely to be restored to impacted systems within a number of days. Plainly stated, this will take some time. K-State IT is working diligently with vendor partners to evaluate systems and bring them back online as quickly and safely as possible.
When will you have more information?
The investigation is ongoing and will take time to complete. K-State is committed to doing everything it can to protect the integrity of the ongoing investigation and to take steps to ensure the security of our network. As updates are available, they will be shared with the campus at k-state.edu/update.
Academic Continuity/Class Delivery
Will this incident have an impact on students' ability to advance their coursework and/or faculty ability to teach?
Classes are in session. K-State administrators and faculty have been made aware of the incident and understand the potential content delivery limitations resulting from unavailable systems. Interim Provost Mercer proactively issued guidance to faculty on the many resources available to them to ensure academic continuity and delivery.
Is Canvas still working?
Yes. Canvas still works. You can share course content and files on Canvas. We ask for flexibility and understanding during the first few weeks of class for students unable to access materials. If you see someone on KSIS who is not yet on your Canvas site, please send the syllabus and any assignment links directly to that student or send direct links to all students so they have multiple ways to access materials the first weeks of class.
If you have students who have struggled with access to your content for any reason, please be flexible with the due dates of your initial quizzes, assignments and assessments. Because this disruption is due to a technology-related issue, we need to be mindful to check in with our students regarding their access to content.
How can I see an updated student roster for my course?
KSIS has the updated class enrollment and location information. IT worked with the registrar's office and has prioritized a way to link KSIS information to Canvas.
I am missing content on Mediasite, what should I do?
While we have been successful in restoring the majority of content available on Mediasite, some content or files were unable to be recovered, primarily content created/uploaded the week before the start of the spring 2024 semester. If you notice content that is unavailable, please use available video creation resources to recreate content as needed. If you require assistance with this process or have questions, please contact the IT Service Desk.
How do new students enroll in class?
Our undergraduate and graduate admissions team are releasing admission decisions for all terms and the information is now processed in KSIS as normal. Some admitted students may not have a verified eID or WID. This will prevent access to student systems and completing the entire admitted student checklist. The admissions teams will be reaching out to impacted students to communicate the needed steps to complete the eID verification process.
How do students add or drop classes?
KSIS remains functional for all processes. This includes the ability to add/drop and add or change programs/plans.
Will late enrollment fees be waived because of the IT disruption?
No. At this time, we are enrolling students and will not waive late enrollment fees. If this changes, we will communicate to the university community.
How can I see (or request a change to) the most updated class and enrollment information?
KSIS has the most updated information. Due to some facility challenges, we have had changes to the schedules, classrooms and class capacities that will be reflected in KSIS and are being manually updated in 25Live. Secondary providers such as SSC/Navigate, Canvas, and uAchieve, known as DARS, are now currently updating with student data. The Registrar's Office has updated its forms page, and directions on submitting requests will be shared with liaison groups. Please contact the Registrar's office directly at registrar@k-state.edu.
What is the impact on student financial aid?
Students are able to complete their financial aid files as normal. Students are encouraged to use the secure document uploads to return any documents required for completing their financial aid file. If you have specific questions, please contact the Office of Student Financial Assistance at findaid@k-state.edu
Should advisors use Navigate for student-facing communication?
Yes. KSIS data in Navigate is restored and updated. Advisors should be using campaigns in Navigate to communicate with their students
Are we able to support student accommodations?
Yes. The Student Access Center remains our resource for those students. Please direct students to that office as usual.
Business Continuity and Guidance for Supervisors
I have questions regarding how to perform a particular work function. Who should I contact?
Please start with your supervisor. Supervisors are encouraged to work with their employees directly to resolve any business continuity issues.
Guidance for All K-Staters
I’m a new student or employee. How can I access webmail, Canvas, KSIS, HRIS, etc.?
The ability to create an eID or WID is restored and available.
New students are able to create a K-State eID; access webmail, Duo, KSIS and Canvas; accept financial aid offers, complete KSN profiles and applications; myLafene patient portals and complete K-State billing and add authorized users in KSIS. If you need assistance, please contact the IT Service Desk.
Students admitted for future semesters can create K-State eID, accept financial aid offers, complete KSN profiles and applications and add authorized users in KSIS.
New faculty and staff can create a K-State eID; access webmail, HRIS, Duo, Teams, VPN and Zoom. If you need assistance, please contact the IT Service Desk.
What should I be doing to assist in this situation?
If you notice anything suspicious as you engage with university technology, students should reach out to the IT service desk. Faculty and staff should reach out to their departmental IT points of contact. Everyone should heed cybersecurity best practices.
Is there anything else I should be on the lookout for?
It is possible that phishing attempts will increase during this time. Stay vigilant, and follow best practices to avoid phishing attempts.
How do I stay informed?
Visit k-state.edu/update for the latest information. We will also soon begin sending out a new version of K-State Today with critical information. You may always view the full K-State Today editions online:
- Student Edition: k-state.edu/today/students/
- Faculty/Staff Edition: k-state.edu/today/
Additional Questions
I have more questions regarding the cybersecurity incident I would like answered, who can I speak with?
K-State has deployed numerous resources to do everything we can to protect the integrity of the ongoing investigation and to take steps to ensure our network systems can be safely and securely brought back online. This work will take time to complete. When updates are available, they will be shared with the university community at k-state.edu/update.
