General Information

What is Changing and When?

The Austin Disk service is migrating to Amazon FSx cloud storage. File shares will be migrated in phases from Thursday August 3, 2023, through Sunday September 10, 2023. 

Sequence of Events

• Customers receive notification about migration date/time at least one week prior. 
• Customers receive notification upon commencement of the data migration. 
• The Bridge team updates file / folder permissions on file shares to facilitate data migration. 
• At the start of the migration window, access to shares (On-Prem) will be restricted. 
• A final sync will be performed (may take a few hours.)  
• Access to shares will be restored (hosted on Amazon FSx.)  
• Customers receive notification upon conclusion of the data migration. 
• Customer shares should operate as before. 

Action Required

• Review this KB article.
• Close all open files prior to their migration.
• Upon receiving the “service is restored” notification, validate access to shares operate as expected. 
• In the event of any issues please utilize the contact information below. 

Additional Information

• There should be no change in how you access Austin Disk file shares hosted in cloud storage. 
• Notifications and Change Controls will be sent before and after the change. 

Contact Information

• Please submit a ServiceNow ticket for any noted issues or questions via austin-disk-requests@its.utexas.edu.   
• ServiceNow fulfillers may assign incidents to the ITS-CSOL-Austin Disk assignment group.

Troubleshooting

Access Issues

In order to troubleshoot issues accessing an Austin Disk share, gathering information prior to escalating to the Austin Disk service admins is helpful:

What is name of the Austin Disk share? For example, "site-licensed" is an Austin Disk share accessible to all users.

Can you access the "root" folder of Austin Disk:

• If on Windows, can you access \\austin.utexas.edu\disk\
  ...and if so, do you see and can you enter the desired sub-folder?
  If you can see the desired sub-folder, but cannot access it:
  • right-click on the sub-folder and select Properties
  • select DFS tab
  • document the path listed and include in the incident
• If on Mac, can you access smb://austin.utexas.edu/disk/
  ...and if so, do you see and can you enter the desired sub-folder?
• Alternately, on a browser, can you access https://webdav.austin.utexas.edu/
  ...and if so, do you see and can you enter the desired sub-folder?

After gathering information and access issues remain, submit a ServiceNow ticket using the contact information above.

Missing Files/Folders

In order to troubleshoot issues with missing files/folders on an Austin Disk share, gathering information prior to escalating to the Austin Disk service admins is helpful:

• When did you last successfully access the missing files/folders? Provide as much detail as possible.
• What is the full path to the files or folders that are missing? Provide as much detail as possible.
• Go through the process of troubleshooting access to Austin Disk (see above) and include any relevant information in the incident.

After gathering information and issues with missing files/folders remain, submit a ServiceNow ticket using the contact information above.

Files/Folders Not Up to Date

In order to troubleshoot issues with files/folders on an Austin Disk share not being up-to-date, gathering information prior to escalating to the Austin Disk service admins is helpful:

• What is the full path to the files/folders that are not up-to-date? Provide as much detail as possible.
• What is the expected modified date/time of the files/folders?
• What is the observed modified date/time of the files/folders?
• Is there another copy of the files/folders with the expected modified date/time? On the device where it was last modified or elsewhere?

After gathering information and issues with not up-to-date files/folders remain, submit a ServiceNow ticket using the contact information above..

Inaccurate Permissions

In order to troubleshoot issues with permissions on an Austin Disk share being inaccurate, gathering information prior to escalating to the Austin Disk service admins is helpful:

• What is the full path to the files/folders with permissions issues? Provide as much detail as possible.

Describe the permissions issues being experienced and submit a ServiceNow ticket using the contact information above.

Network Issues

If issues are being experiencing with Austin Disk such as slowness, latency, speed, throughput, or other descriptors that indicate network issues, perform general networking troubleshooting.

• Are issues being experienced only when uploading/saving or only when downloading/opening? 
• How large is the file that is being worked with?
• Are the issues specific to the customer's location? At the office? At home? On vacation or the road? Connected to VPN?

After performing general network troubleshooting, and network issues persist, submit a ServiceNow ticket using the contact information above. Describe the network issues being experienced in as much detail as possible.

End User Data Restores

Share backups (available for restores using the Previous Versions feature on Microsoft Windows computers) are not migrated to Amazon FSx cloud storage. If you are unable to restore file or folders that may have been modified within 30 days prior to share migration, please submit a ServiceNow ticket using the contact information above. Provide the location of the file or folder that needs to be restored using the following syntax: 

\\austin.utexas.edu\disk\<share name>\...\<file or folder name> OR

https://webdav.austin.utexas.edu/<share name>/.../<file or folder name>

For more information and data restores on Austin Disk, visit Knowledge Base Article - Service Portal (service-now.com) .

Please note that the data retention period for Amazon FSX Cloud Storage is 7 days.