Jabber / NWN Service Disruption Update

On Monday, an FDU Tech Alert was sent out notifying all users of an outage with our Jabber soft phones. This outage was the result of a cyber attack at our vendor, NWN’s, facility, impacting all their customers, including FDU. Since that time, many of you have opened SAMI support tickets, and we have been communicating updates directly to you through that system.

Throughout the last several days, we have been in constant communication with our vendor, NWN. There have been moments of extreme optimism that the system would be coming up imminently, followed by setbacks that, in some cases, have impacted a greater area of our overall functionality.

At this time, not only have we lost our soft phone functionality, but we have also lost the use of our VoIP door buzzers. Our users can no longer utilize the NWN self-service portal to call forward, and our internal voice services team can no longer make any changes to the system, such as moves, additions, or deletions.

We understand the frustration of our end users, as we are equally frustrated by our inability to assist or provide reasonable workarounds. We understand how impactful this is to some and are constantly pushing our vendor to do everything within their means to get us up and functioning.

Several NWN engineers are working on our specific case. We continue to monitor the situation, in the hopes that NWN will be successful in bringing us back online as swiftly as possible.

Thank you for your attention to this matter. If you have any questions or concerns, please visit SAMI Support, where you can request additional information from UTAC or search our extensive IT knowledge base. While SAMI Support provides the quickest and easiest access to IT support, you can always contact UTAC by phone at (973)-443-8822 or by email at fdutac@fdu.edu.

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