RESOLVED - 3/4/14 at 5:00 PM ET:
CGCE has received reports from users that most Comcast connectivity issues have been resolved as of the morning on Tues March 4th. Students should now be able to access all CGCE systems. If you are continuing to experience errors, please contact our tech support team at 856-256-5164.
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UPDATE - 3/2/14 at 2:30 PM ET:
CGCE's web site hosting provider MediaTemple.net has confirmed that an internal Comcast Internet Network issue is blocking access for some Comcast customers to various websites, including the RownaCGCE.com and Rowanonline.com web sites. Comcast is aware of the problem and working on it, but there is no estimated time to resolution. MediaTemple is working with Comcast to pursue a fast resolution. CGCE has also contacted Comcast to notify them of our specific issue. We will keep you posted with any updates regarding this matter. Customers on other networks remain unaffected.
In the meantime, CGCE has provided a work around for users experiencing connectivity issues:
- Login to Canvas directly by accessing rowan.instructure.com
- Login to Student Email directly by visiting mail.students.rowan.edu.
This issue may be affecting other websites and possible some hosted video lectures within online courses. We ask that Faculty members help spread knowledge about these work arounds and keep CGCE informed of any additional issues. Students with other issues should contact CGCE tech support at 856-256-5164.
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Original Announcement
This message is an update regarding issues connectivity to the rowanonline.com and rowancgce.com web sites for Comcast residential Internet customers.
We have reports from several users about this issue, all of whom are Comcast customers. We have found that the issue may be with your Internet Router equipment. It seems that Comcast has made a change to their network that may make some Internet Routers incompatible without an update to its firmware.
If you have a separate cable modem (usually provided by Comcast) and Internet Router (usually Linksys, Cisco, Netgear, D-Link, or other manufacturer), you can determine if the router is the issue by disconnecting the router from the cable modem. Then connect your computer's ethernet port directly to the cable modem by ethernet cable. Next, check your computer's connectivity to the Internet and then attempt to connect to Rowanonline.com. If this is successful, then your Router equipment is causing the issue and likely needs a firmware update. You will need to check with your Router manufacturer for instructions and/or support for the firmware update process. Other users have done this and corrected the problem.
If you have a Comcast All-in-one cable modem and router, we recommend that you contact Comcast Technical Support and ask them to consider resetting the Router and updating its firmware to determine if that will fix the issue.
At this time, the root cause of the issue is still unknown. While this fix has worked for others, it may not work in all cases. CGCE has determined that the cause current appears to be within the Comcast residential Internet service and may require further assistance from Comcast/Xfinity technical support. Be advised that you may have to be persistent with Comcast support, and note to them that users are able to connect on other networks, such as Verizon Fios, Verizon 3G/4G mobile, and AT&T Mobile with out issue. If you have access to any such networks, you may confirm this yourself.
In the meantime, users can connect to Canvas directly by accessing rowan.instructure.com and their student mail directly by visiting mail.students.rowan.edu. To report any additional information or to request assistance, please call our office at 856-256-5164 and leave a detailed voicemail.