Step 1: Make sure you know your NetID and password. A good way to test this is by logging into your UVM email account.

Step 2: From the Home screen on your Android device, tap the Menu button and select “Settings“.
A new list of items will appear, select Wireless & networks.
Now select Wi-Fi settings, you will see a list of available networks.

Step 3: Chose the UVM wireless network.

Step 4: A new window will appear, you will need to select the proper settings. Your settings should match the image below.

Step 5: Scroll down and enter your NetID under the Identity field.
NOTE** Make sure your NetID does NOT have a capital letter in it. Some touchscreen keyboards auto-select capital letter.
Some users will need to enter their NetID in the Anonymous Identity field, others will not. Try connecting with this field filled in first,
If connecting is not successful, attempt the process again with the Anonymous Identity field blank.
Remember you are using a touchscreen to enter your password, be extra careful to enter it correctly.

Step 6: When you are confident you have entered your credentials correctly, press the “connect” button. You should now be connected to the UVM wireless network.

1. Obtain notification, usually via email, that you need to activate your UVM netid account.
2. Go online to http://www.uvm.edu/account/ and click the link: Setup a netid or reset a forgotten password
3. Accept the terms of the UVM Computer Use agreement by clicking a button on the activation webpage
4. Enter your 9 digit student ID number beginning with 95… and your birth date in response to questions on the next web page
5. Note your netID which appears when you enter the student ID and 95… number correctly. Note that your email address will be your netID@uvm.edu.
6. Create a password consisting of at least 8 characters and at least two different types of characters, that satisfies all three password strength checks on the password setup page
7. Type the new password in a second time
8. When you get the successful activation notification on the screen, you can login into your webmail account, the myUVM portal, and, if you are working for UVM, (and IF HR has processed all of your paperwork) Peoplesoft.

Summary:

Windows 8 is Windows 7 at its core, but implements a new user interface. The presentation focused mainly on Win8’s strong implementation of touch controls and the emphasis on the use of tablets. See below for some bullet points from the presentation:

>Locksreen: Displays useful information such as amount of emails, time, wireless network.
>Gesture passwords: “more safe than most passwords”.
>Hardware choices: Windows 8 is compatible across many hardware configurations with many form factors.
>“Windows reimagined”: New fast in fluid start screen. Touch, mouse, and keyboard.
-Start Screen easier to use with touch controls than mouse gestures – tablet oriented.
-Select “Desktop Tile” to go to desktop.
>All Windows 7 applications will work with Windows 8.
>Windows 8 apps (Metro apps): They work within the start screen, generally smoother and more modern looking.
>Windows 8 supports ARM architecture systems – common in many tablets.
>Similar releases to Windows 7 – Windows 8, Windows 8 Pro, Windows 8 Enterprise.
>Cloud connectivity is very much implemented.
>Tablet integration is very much implemented – Windows Surface.
>Windows 8 to go

Link to presentation slides: https://skydrive.live.com/?cid=c545103552e4b71f#!/view.aspx?cid=C545103552E4B71F&resid=C545103552E4B71F%21643&app=PowerPoint

If an iPhone cannot connect to UVM wireless, the solution is to forget the network so that you can set up the profile again.

Method 1: Settings–Wifi–UVM–Forget this network;

Then go back to settings, wifi, select UVM, client enters netid and password, then accept the Radius certificate

Method 2: (if there is no Forget this network button when you try method 1)

Settings–General–profile–forget the profile

Then go back to settings, wifi, select UVM, client enters netid and password, then accept the Radius certificate

Also, note that the easiest way to provide access to course materials without putting someone in the course is to consider turning on guest access.

Disabled courses are inaccessible to students, faculty, and administrators. Disabled courses are denoted by a slashed circle icon to the left of the Course ID in the System Admin -> Courses area. Their Course ID’s are also not linked/underlined like normal courses are.

Courses over a year old are disabled, in preparation for deletion. Courses that have been combined or cross-listed are also disabled, and a new space is created for the combined or crosslisted section.

• Login to Bb.
• Click on the “System Admin” tab, then click on “Courses”
• Search for the course using course id and/or CRN. Course name, or instructor’s NetID are not as accurate.
• Confirm that the results match the CRN/Course ID you are looking for, and look for a red “X” next to the course ID.
• Unavailable courses will have a red “X” to the left of the Course ID, and will be hidden to students.

Instructors will see “(unavailable)” next to the course title on their course lists when they log in.

Client: “My course isn’t in Blackboard.”

Agent: “What is the course ID (or CRN) for the course? Who is the instructor for the course?

If you cannot see your course listed when you log into Blackboard, contact your instructor to let them know you are having trouble accessing your course on Blackboard. While doing so, ask them:

1. To confirm wether or not your instructor is using Blackboard for their course.
2. If they are putting course materials in Bb, ask them to double-check that the course is available to students (here are instructions your instructor can follow to open the course up: http://www.uvm.edu/ctl/?Page=blackboard/availability.php&SM=m_blackboard.html).”

Helpline agents can tell if a course is available or not by taking the following steps:

1. Login to Bb.
2. Click on the “System Admin” tab, then click on “Courses”
3. Search for the course using course id and/or CRN. Course name, or instructor’s NetID are not as accurate.
4. Confirm that the results match the CRN/Course ID you are looking for, and look for a red “X” next to the course ID.
5. Unavailable courses will have a red “X” to the left of the Course ID, and will be hidden to students. Instructors will see “(unavailable)” next to the course title on their course lists when they log in. Courses with a circle/slash next to the ID are disabled and inaccessible by instructor and students alike.

If a course is available but the student still can’t see it, they can check to make sure it hasn’t been inadvertently hidden in their course list module: http://www.uvm.edu/ctl/?Page=blackboard/courselist.php&SM=m_blackboard.html

Finally, note that the feed from the Registrar’s systems -> Blackboard can take 2-4 hours on weekdays, and longer over the weekends.  A student registering in the morning on a weekday may not see the course listed in Bb until the afternoon or the next day, depending on when they registered.

If that doesn’t work, please escalate to Blackboard Tier 2.  Any escalations should include course CRN’s and/or Bb Course ID’s where possible.  Course title and instructor will also be helpful, especially if the student is unclear about the CRN/Course ID.

UVM Receives a Copyright Infringement Notice

Copyright complaints are sent to copyright@uvm.edu.  Nearly all of these contain an XML document describing the complaint in a standardized way that makes automated processing easier.  A script has been written to scan this account’s INBOX for messages that contain this data.  Each such message is examined for things such as the time of the complaint and the IP address of the computer being complained about

The Complaint is Matched With a User

• If the IP address was handed out by DHCP shortly before the time described, that gives a MAC address.  If this is a Netreg subnet, the MAC can be looked up to get the associated username.
• If this is a wireless IP address, the IP apparent to the outside world is different from that seen on the campus network.  The wireless network controllers log the mapping of internal to external IP addresses, and the script can figure out the internal IP address.  Then it can compare that address against wireless authentication data to get a username.
• For more evidence or in case a match has not already been found, the IP (or, for wireless IP’s, the internal IP address found in the last step) and time are compared to logs from some common services such as webmail, IMAP, ActiveDirectory, etc. to find a username.  Sometimes this can also muddy things if lots of people used the computer, such as if it appears to be a lab machine.

If one matching person is found, then information about the complaint is logged to a database and the complaint email is moved to another mailbox for later reference.

The User is Notified and Must Respond

After all complaint emails are handled, the script looks through all the currently “open” complaints and determines which need email notification.  An initial email is sent to the responsible person, containing a brief message saying that a copyright complaint has been received by a party named in the message, that UVM has determined the recipient to be responsible, and that the user must go to https://account.uvm.edu/cgi-bin/accounts/copyright-complaints within three days to respond to the message.  If necessary, a followup reminder email is sent a week later (yes, 3 ≠ 7, but this gives extra time for long weekends, etc.).  The followup email warns that lack of response may lead to referral to CSES.

User Responds

If you go to the URL above, you get a list of all the copyright complaints against you, with a helpful description of each complaint, a link to the original complaint email, and information about exactly what caused UVM to say you are responsible:

 

The user is given two choices: either to acknowledge the complaint and basically say he/she will remove content that isn’t properly owned and follow policy/law, or dispute it, which will lead to follow-up by Account Services.  A version of this same information is available to Account Services and SAA via the new “Copyright Complaints” section in lookup-user.

CSES will receive periodic automatically generated reports describing frequent copyright abusers and those ignoring warnings, for them to follow up on.

An account is only locked for copyright violations if CSES tells ETS to do so.

(More generally, one could say we only lock accounts at all if the account has been hijacked, is actively causing problems to UVM services, or the user is no longer entitled to it. CSES is just a potential source of saying someone is no longer entitled.)

 

1. Click Start>Control Panel
2. Select “Backup your computer” from the list (Reference screen shot below)
   
3. Now you will select the destination of the backup files. If using external drive this would be the time to power it on and plug it into the computer, and select refresh. When the device populates in the screen select it and hit next.(reference screen shot below)
4. Select “Let me choose” and hit next.
   
5.  By choosing “Let me choose” the following directories are automatically selected for backup:

• Music Library
• Pictures Library
• Videos Library
• Additional Locations include-
• AppData Folder
• Contacts
• Desktop
• Downloads
• Favorites
• Links
• Saved Games
• Searches

If there are other files/folders you wish to backup select them from the C: drive but DO NOT deselect the pre-checked folders (See screenshot immediately below) When you have finished selecting files for backup click next.

6. To set a schedule for regular backups click the “Change Schedule” button. (See screenshot below)

7. Configuring custom backup schedule: Here you can select whether you want to backup daily, weekly, or monthly. You can select day of week as well as time of day for the backup to run. (Reference screenshot immediately below) When you have selected the times you want the backup to run select” Save settings and run backup.

8. The backup will now run for the first time saving the files you previous selected to the backup drive.

Here are the steps to disabling Journaling.

Plug the drive you wish to disable Journaling on into a Mac running OSX 10.6.8 or later.
Open a Terminal Windows (Go –> Utilities –> Terminal)

Type the following commands into the Terminal window (NOTE: commands are case sensitive):

1. macbook:~ tsb$ ls /Volumes/ < -- this lists the drives currently connected to the machine.

 Macintosh HD     external_drive < -- in this example, we will be disabling Journaling on a drive labeled "external_drive“.

2. macbook:~ tsb$ sudo diskutil disableJournal /Volumes/external_drive/ < -- This is the command to disable journaling on "external_drive“.

3. Password:  < -- you will be prompted for the password to the Mac you are running these commands from.

You should then get some feedback similar to the following: "Journaling has been disabled for volume external_drive on disk1s2″

4. macbook:~ tsb$ sudo diskutil unmount /Volumes/external_drive/ < -- this command will unmount the drive so you can safely remove it. 

NOTE: You can use the same exact process above to re-enable journaling on a drive with one alteration in Step Two:

 macbook:~ tsb$ sudo diskutil enableJournal /Volumes/external_drive/

Bartbackup is a simple script that was created to make mounting failing drives on Ubuntu Linux slightly easier by providing menus, rather than requiring a user to remember various commands.

Concepts to understand: a Source_Drive is the drive you are trying to get data from (i.e. the failing drive) and a DESTINATION drive is the drive you are backing up data too. Bartbackup supports mounting of HFS+, NTFS, and FAT32 file systems. However, if an HFS+ drive is being used as a DESTINATION drive, you will need to disable journaling on the drive to make it writable from Linux (How to Disable Journaling on HFS+).

For the most part, bartbackup will prompt you for everything you need to enter, as long as you read the prompts (ALL of them) you should be fine. Just in case, here is a more in depth explanation of whats actually going on when you use bartbackup.

To Run bartbackup you must be using Ubuntu linux which is currently installed on our Ubuntu iMac in the CDC. If you ever need to install bartbackup, you can get the script  from the shared folder /ets/CDC\ Admin/Linux\ backup\ script/

Bartbackup must be run as root, to do this open a Terminal window (Ctrl + Alt + T) and enter the following command: sudo bartbackup 
You will then be asked to enter the password for the computer you are running bartbackup from.

Upon starting, bartbackup automatically checks to make sure that the machine has  fsarchiver installed as it is called upon later in the script. It also checks for a directory labeled /media/Source_Drive as this is where the script will try to mount your failing drive. If either of these do not exist, bartbackup will install or create them for you.

The START Menu

Once these checks have been completed, you are greeted with the START menu screen for bartbackup. You have four choices:

1) The first choice is to Mount a drive, and do a  backup This choice will bring you to the mounting menu, and then allow you to choose a separate external drive to backup your data to. When it comes to backups, the script looks for the “Users” folder attempts to backup everything within it, which is good since this is typically where all of a users data will live.
2) The second choice of NO BACKUP, I just want to Mount a drive will help you mount a drive, but will not do a data backup. This might be useful in cases where you only wish to retrieve a few files rather than backup the entire “Users” folder of a drive.
3)  The third choice, in the event that your DESTINATION drive is formatted as HFS+ (Mac OSX format) you will need to disable Journaling. This choice will display the URL to a blog article explaining how to disable/enable journaling on an HFSplus drive.
4) The fourth choice will exit the program.

Choosing 1)  from the START Menu will bring you to a warning screen instructing you to make sure that the only external media plugged into the machine is the Source_Drive. If any other drives are plugged in at this time, they should be safely unmounted and unplugged now. The reason you need to do this is due to the fact that the script unmounts all external drives so that you can mount the Source_Drive as a root user. If the DESTINATION drive was plugged in at this time, it would unmount and you would not have anything to backup to. Once you are sure only the Source_Drive is connected, you can continue to the Mounting Menu by entering 1) .

The Mounting Menu

This menu provides you with output from the fsarchiver program which displays a list of currently connected drive, this information will help you mount your Source_Drive.  The important columns to look at are the DEVICE and  FILESYS columns. To continue. you need to find the drive you are trying to mount in the DEVICE list. You may need to do some detective work if there are multiple entries here, a single drive can have multiple partitions which makes things a little confusing. Looking at the SIZE, and FILESYS of a drive is usually helpful in choosing the correct one. Once you have found the correct drive you need to enter its DEVICE id, this information is located in the DEVICE column, for example: sdb1 

You will need to enter the DEVICE id exactly as it appears in the DEVICE column. Then press Enter. Bartbackup will check to make sure that the DEVICE id you entered is valid, it will then ask you to choose the correct FILESYS of the drive you are trying to mount. You can use the FILESYS column to figure this out.

Once you have picked the correct filesystem, the drive will attempt to mount. If things go smoothly, you will be brought to a screen informing you that it is now safe to plug in your DESTINATION drive. Once you’ve plugged in your DESTINATION drive, and it has mounted (this should happen automatically) you can choose 1) to continue to the DESTINATION drive list.

List of Destination Drives

As the title implies, this menu will provide you with a list of other drives that are mounted to the machine (excluding the Source_Drive), you should see the DESTINATION drive you will be using for the backup in this list. It is important to note, other drives may appear in this list so make sure you are choosing the correct drive for your backup. To continue, you should enter the name of the destination drive EXACTLY as it appears in this list. This step is CaSe SenSitiVe. Once you have entered the DESTINATION drive name, bartbackup will check to make sure that drive exists, and that you entered it correctly. You will then be prompted to enter the clients NetID. The NetID you enter here will be used to name a folder that the backup process creates. Data will be backed up to a folder labeled  ”backup_NetID” on the DESTINATION drive you entered in the previous step. After entering the clients NetID, you will be brought to a menu where you can choose which type of backup you’d like to do.

Type of Backup

This menu consists of two choices:

1) the first choice COPY the ‘Users’ folder this should always be your fist choice, this will run a command that will copy all of the data from the ‘Users” folder on your Source_Drive to your DESTINATION drive. When the data transfer completes, bartbackup then changes the permissions to all of the files you just backed up so that they can be access by anyone. This is done so that when the files are eventually moved back to another computer it doesn’t result in errors about ownership.

2) the second choice TAR (zip) the ‘Users’ folder  should be used only in cases when choice one fails, or in situations where you have determined that it makes more sense to TAR the files. One benefit of taring files is that it presevers files ownership. The problem with taring is when the file gets extremely large, it takes a long time to unzip once it has been moved back over a clients working machine.

Thats it!

Thats all I have to say about that. If you find some bugs or issues that are not answered in this article or within the bartbackup prompts, feel free to contact Travis and ask him  a question.

UVM Faculty and Staff members should be wary of forwarding their UVM emails to a non-uvm email service. The Information Security Policy states that Protected University Information must NOT be stored on any non-UVM device or services (e.g, Gmail). Protected University Information includes but is not limited to Protected Personal Data (PPD), Personally Identifiable Information (PII), Protected Health Information (PHI), and Protected Student Information (FERPA). To read the Information Security Policy (ISP) procedures, copy this URL into your browser: http://www.uvm.edu/policies/cit/infosecurityprocedures.pdf

If there is any possibility that you will be receiving emails that may contain any of the above protected information, we ask that you not continue to setup forwarding on your UVM email account. The reason for this request is due to the fact that no one can definitively know when a message containing such protected information will arrive, and since there is no control or choice involved when it comes to receiving emails, there is no guarantee that protected information will not leave UVM services and/or devices.

We thank you and appreciate your cooperation.

—

For users who do not fall into the above category, here is how to forward your UVM email:

Type in a browser URL address box:  www.uvm.edu/account

click on the “Email forwarding” link. You will be asked to login with your UVM credentials.

On the screen that follows, enter the email address you wish to forward your email to in the text box, (e.g, john.smith@gmail.com), then click the “Turn on” button. A test email will be sent to the email account you just entered.

That’s it, you have successfully setup forwarding!

If you encounter problems, please contact the UVM Help Line @ 802-656-2604

Escalation Guidelines

=====================

Knowing when to send a ticket on for deeper analysis will require some judgment on your part.  Here are some hints to help figure out when to escalate a ticket, as well as some tips for how to do it effectively.

Knowledge base holes

1. If you can’t find the article in the how to’s ( http://www.uvm.edu/ctl/?Page=blackboard/how-tos.php&SM=m_blackboard.html ) or Known Issues ( http://www.uvm.edu/ctl/?Page=blackboard/knownproblems.php&SM=m_blackboard.html ), then escalate.

2. If you are unsure if your answer will correctly resolve a client’s problem, then escalate.

Is it taking longer than it should to find a satisfactory resolution? Rather than spending an excessive amount of time on a call and/or providing incorrect information, feel free to escalate the issue. You should expect to spend about 15 minutes max on an issue, and no longer than 30 minutes before escalating to Blackboard Tier 2.

Bugs and bug-like behavior

Checking Known Issues is critical.  There is a RSS feed available for staying current.
http://www.uvm.edu/ctl/?Page=blackboard/knownproblems.php&SM=m_blackboard.html

Is it a new bug? Does it seem like it might be a bug, but doesn’t quite match up with anything in the known issues, then indicate this in the ticket before escalating. Note, it is important to try to replicate suspected bugs as thoroughly as possible. Screenshots, informal screencasts (i.e. using QuickTIme, jing, etc) will document what is going on.

Course enrollments

Course Combination Requests

1. Acknowledge that the existing course spaces for the sections to be combined will disappear along with any content or student data.
2. Confirm that a backup of the course has been created and downloaded (see instructions) if there is any content they want to save before the two separate, yet to be combined, course spaces disappear.
3. Include all CRNs (the 5-Digit course registration number) for the sections to be combined. They can look up the CRN for their courses on the Registrar’s Schedule of Courses (SOC).

Course Deletions Concerns/Questions

Courses that are older than 5 terms are deleted at the end of the term.  All requests concerning deleted courses or content can be escalated to Blackboard Tier 2.

When in doubt, escalate

Don’t hesitate to escalate if you are unsure of the answer or don’t understand the question. Sometimes the client isn’t sure of what they’re asking either.

Tell the client when they’ll hear back

Clients should expect a response from Blackboard Tier 2 by the end of the next business day.

Continuity

Make sure that someone looking at the ticket will be able to tell what the problem is and why it was escalated.  As with any correspondence with a client, be mindful of tone and explain to them what is happening and why.

Examples of questions that need to be escalated

* Combine courses and/or sections into one Bb course space
* Enable a user account if it has been disabled
* Restore an old course, or recover lost content
* Add feature, Turn on a Bb tool
* Deciding how a Bb tool will solve a pedagogical problem

Tools available to use prior to and during escalations

* Simple help
* Sandbox course

Apple currently has no plans to create a “previous versions” client for the Mac at this time. As a result, in order for a user to recover a file saved under an AD shared folder a PC must be used to map to the shared folder and perform the recovery.

-As per SAA

Quick Resource Guide

Helpline BlackBoard FAQ

Student tech BlackBoard support procedure

Student tech self training for BlackBoard support

Quick resource guide:

• access BlackBoard through myuvm.uvm.edu or directly at https://bb.uvm.edu
• http://www.uvm.edu/ctl/blackboard/helptab/help.php includes the CTL “How To’s” for most common Bb features
• LRG_TRAINING_005_2008_1219: CTL005: Introduction to Blackboard The training course used by the CTL for the student tech training. Content areas are in the actual Bb course under Course Materials. Also links to a “getting started” pdf file.
• Student tech “sandbox” courses: these are accessed by logging in to BlackBoard, then look for a course with the title:
  ETS_HELPLINE_-your-netid-_20120316: -your-netid-001: ETS Helpline Sandbox Space
  in your course list. These courses are for your use to try resolutions and to learn about Bb features. You are an instructor in the sandbox course with your netid. Access these courses to walk through the steps a student or faculty member will need to execute. You are also a student in at least one other student tech course–this enables the team to have both roles for research and practice.
• Quick Descriptions in the Helpline Footprints workspace can be used to guide you through common issue resolutions: (note that BB precedes all quick descriptions that are for BlackBoard issues)
  

Helpline BlackBoard FAQ

I am a student, I know my professor added me to a course, but I cannot see it at all in BlackBoard, why?

If a faculty member confirms that the student was added, we need to know what ROLE the student was assigned. Only a Banner feed can enroll a student in a credit earning course. One example of a situation that can occur: if a student account has a hold on it, they cannot enroll, so a faculty member may add the student as a Course Builder (non-student role) so that they can see the course material. When the Banner update then adds the student officially after holds are released, the student is disabled in the BlackBoard application. Only a BlackBoard system administrator can adjust this, escalate the issue with details to BlackBoard Tier 2 in Footprints.

Is there a file size limit for uploading files in BlackBoard?

Yes. no single file can be larger than 30MB. Thus, if you will be using videos or audio/podcasts or other large files you will need to move these files to your public Zoo server space, then link to them from Blackboard.

Is there a delay before an enrolled student can access a class?

Yes, since BlackBoard refreshes as registration runs. In the event that the student may add the course or enroll after the class lists were added by Banner, there may also be delays. Faculty members get course space to set up classes in advance of course registration. The Registrar is about 2 hours ahead of BlackBoard’s refresh timing.  BlackBoard updates from Banner as registration is ongoing. So, a student may not see a course even if the faculty member makes the course available, due to this delay.

My students are seeing assignments in their Grades view that I have hidden, why?

In the grade center, if an instructor uses the “manage columns” settings, they only affect the instructor view. The student view is determined by the settings for each individual assignment.

I am a faculty member and would like a copy of the student grade center, how do I get one?

The grade center can be downloaded and saved to open in MS Excel. Always recommend backing up the grade center before doing anything to it–this is done within BlackBoard.

How do I make my BlackBoard course visible to students?

Every course in the Banner system creates an associated Blackboard space. However, faculty/instructors choose whether to use that space and when to make it visible to students. Faculty will see the word “unavailable” next to each course in your course list. This simply means that students cannot yet see the course. Faculty can open the course and begin working on it even if it is listed as “unavailable.” When ready to make the course visible to students, go to Control Panel: Customization: Properties. Scroll to the Set Availability option, click Yes, then click the Submit button.

Will my course be deleted at the end of the semester? How can I keep a copy on my computer?

BlackBoard offers Export and Archive options. While a Blackboard course will remain in place for one year after the course is taught, course content is the instructor’s responsibility. Warning emails are sent before courses are purged from the system.  Blackboard makes it easy to export the content of your course so that you can store a backup of that material on your own computer. You can create this backup multiple times during the semester as you choose. Details for how to do this are in our Blackboard section at the CTL web site. See “More info” below.

I need more help, what are the options?

The Center for Teaching and Learning website is at:  http://www.uvm.edu/ctl
You will find:

• an area with Blackboard information and detailed “how to” help; including instructions for adding TAs to your Blackboard courses
• a list of our current and past workshops and events, with online reservation;
• information on other CTL programs and activities as well as some teaching resources.

If you would like to be added as a student to the “Introduction to Blackboard” course so that you can see and try out the Blackboard tools and features, contact the CTL at our email address.
Send your questions to: ctldoc@uvm.edu
For walk-in help, visit us at the “Dr Is In” 303 Bailey/Howe, hours on the CTL website

Student tech BlackBoard support procedure

1. Take the call or request, call back or get the netid and start a footprint, as in all other cases
2. Look in the Quick Descriptions dropdown in Footprints for the type of issue you are handling (see image above under Quick Resource Guide)
3. Use the quick description to guide your questions, include answers to those points in the Footprint
4. If you need to help the client locate the courseID, use your sandbox course, SEARCH:
   

   1.  If you search on course ID starts with 201209, you’ll see a list of all 201209 sections.
   2. Course ID’s are structured as TERM-CRN, so if you were looking for a specific section by CRN, your search might look something like 201209-91234.
   3. Crosslisted and combined section ID’s are slightly different, and look like 201209-AB-Crosslisted and 201209-BBCS235-Combined, respectively.

5. If you determine that you cannot resolve the issue, escalate it to the next support level. In general, you can move the footprint to DrIsIn in Footprints, and the CTL staff will determine how to route it. For more detailed escalation guidelines see the article on BlackBoard Escalation Guidelines.
6. Update and save the footprint, choose the correct status, fill out all the dropdowns, to include:
   PROBLEM TYPE: software
   PROBLEM AREA: Web/Server-Host Application
   PROBLEM PRODUCT: BlackBoard

Student tech self training for BlackBoard support

The best recommendation for self-training is to use your “sandbox” course, following the examples in the LRG_TRAINING_005_2008_1219: CTL005: Introduction to Blackboard  course. If you do not see that course in your BlackBoard list of courses, email etstechs@uvm.edu and we will request that you be added.

At the final in-person Bb training session of Spring 2012, the following questions were posed. If you can answer these, you are ready for Bb support, and the quiz (when posted) on Bb support. Remember that sometimes the answer to these questions is “you need to visit or contact the CTL for assistance with that.” However, we should resolve MOST calls ourselves–see if you can tell which issues we resolve (and how) and which we refer up the chain. These are taken from actual issues in the CTL Footprints project, courtesy of the CTL.

QUESTIONS:

I want to allow a fellow faculty member access to my ENSC 130 course materials on BB. I don’t want to open the whole course to observers or guests; how can I just give access to a single person by name?

I need assistance as to why students cannot access the Bb messages I sent them some days ago. I went through the customization section and set it up so they have accessibility to the tools within the course and then I sent a Bb message but they don’t have that bar with Course Management Tools and I don’t know how they now find these messages. Can you assist? Do I need to create something different?

I’d like to create a test in Blackboard without having to retype all my questions. I already have them in Word? Can I use them from there?

Is there any chance that, since I am not teaching this semester, my bb web site might “go away” or otherwise be reduced to my back-up file (which I cannot read except by uploading it into a new blackboard course)?

I put a link in my Bb course to an article that I found through the Library’s Article&More page but when the students click on it they can’t see the article. How can I fix that?

I have a student who is showing up in my course list from the registrar but is not in Blackboard. Could you put her in please?

I cannot log in, just pops up as error.

I have too many courses in my course list. Can you delete the older ones?

I am unsure if it is more appropriate to use the Discussion Board tool or the Blog tool and was wondering if you could make a recommendation. I would like students to be able to post entries and comment on each other’s posts. So far, I like the appearance of the Blog tool better than Forum; it seems more interactive. Could you explain to me the difference between these tools?

I copied some text into an Announcement and now the text scrolls off the screen and all the other posts are really wide too. How do I fix it?

A student is in my course but hasn’t actually registered yet. I put him in as a TA temporarily so he could see the materials. He just registered this morning and now he isn’t showing up in the course at all. Can you fix this?

I want to use the e-mail tool in my course but I can’t see where to add it.

None of my students can see my course. What’s wrong?

How do you create a weighted column with appropriate grade weights?

How do you import a course into a blank Blackboard workspace?

How do you drop a grade for a student on a given assignment?

A professor calls needing help with the grade center. They want to calculate their students final grades, but do not know how to do this. Homework is worth 30%, Exams 50%, and Quizzes 20%.

I’d like to add two videos to a blackboard page. One is on my computer and one is on a DVD. Both are short (2~3 minutes). However, Blackboard is having problems recognizing the project on the DVD. How can I add both these videos?

I want students who are working on a group project to be able to share files and send emails easily. There are four different group projects and I want to divide the class into groups of 3. There are 22 students and I want to randomly assign them to groups.

How can I learn more about Blackboard?

To fix this please update the plugin in question.

Java updates are available at: http://java.com/en/download/index.jsp

Flash updates are available at: http://get.adobe.com/flashplayer/

Mac Wireless Easy

Computer would not get on UVM wireless. Ran the appropriate wireless script, wireless now works.

Mac Wireless the Hard Way

Wireless installer would not fix issues. Removed .plists under system config folder, (path is Macintosh HD–Library–Preferences–SystemConfiguration; delete plists associated with airport, network, and the preferences.plist file, also any preferences.plist.old files) reset pram, ran mac wireless utility again. Works now.

Malware Easy Removal with System Restore (Windows)

Computer had malware. Asked client when the issue started and ran system restore to a point before that date. Malware appears to be gone, ran a follow up scan with Malwarebytes and Security Essentials. Nothing found. Ran Windows update, all set. If client comes back with a follow up issue, recommend a backup and reimage.

The following are already entered in the UVM Computing Helpline Footprints workspace. Helpline techs simply choose them in footprints under the Quick Descriptions drop down menu. They are kept here for ongoing maintenance and reference. They may be copied and pasted for use by other IT support teams at UVM who have access to this knowledge base, but who do not have access to our Footprints workspace.

BB Login Problems-Students

Thank you for contacting the UVM Computing Helpline.

If you can’t login to BlackBoard, but you can login at webmail.uvm.edu, please be aware that BlackBoard refreshes as registration runs. If you add a course or enroll after the class lists were added by the student database, Banner, there is a delay of up to 24 hours before you can access that course online. Only during regular registration are updates ongoing, but there is still a delay of a few hours. So, you may not see a course even if the faculty member makes the course available, due to this delay.

If you cannot access any UVM services with your NetID and password, you may need to reset or update your password. This can be done here:

http://uvm.edu/account

If you continue to have problems, please reply to this email or call the UVM Helpline at 656-2604 – we will be able to walk you through the process.

BB Publisher Building Blocks

Thank you for contacting the UVM Computing Helpline.

Publisher Building Blocks are not yet available on Blackboard @ UVM.  The possibility of deploying these tools is being explored.  In the meantime, students can access the materials at the publisher website.

BB Course not listed in course list/Too many old courses

Thank you for contacting the UVM Computing Helpline.

If you are not seeing your course in the course list, or if you want to change the settings to show only current courses, see the how-to article below: (note the little grey button in step 1):

http://www.uvm.edu/ctl/?Page=blackboard/courselist.php&SM=m_blackboard.html

BB Course menu/Content Missing

Thank you for contacting the UVM Computing Helpline.

If you are not seeing your course menu or are missing content in your course, the menu may be inadvertently hidden.  You can see how to reveal/hide the course menu at this link (note the little grey button in step 1):

http://www.uvm.edu/ctl/blackboard/helptab/coursemenu.html

BB Guest Access

Thank you for contacting the UVM Computing Helpline.

Please note that students can not be added manually to Bb course spaces. All enrollment data comes from Banner.

To open your course for guest access, please see the directions found here:

http://www.uvm.edu/ctl/?Page=blackboard/guest-access.php&SM=m_blackboard.html

BB Combine Course Spaces

Thank you for contacting the UVM Computing Helpline.

Every course with a unique CRN will have a course space created automatically. If you teach multiple sections of a course and want to combine them to a single course space, you will need to follow the steps outlined in the link below:

http://www.uvm.edu/ctl/?Page=blackboard/crosslisted.php&SM=m_blackboard.html

luminis–ActivateAccount

Thank you for contacting the UVM Computing Helpline.

Our information shows that you have not yet activated your UVM account. To do so, you need to go to http://www.uvm.edu/account

Click on the second link that says “Set up your NetID or reset a forgotten password“

You will need your 95 number or SSN and date of birth. Your netid, once you have activated it will be *

you will use this and the password you create in the activation process to log into MyUVM and other UVM services (BlackBoard, webmail, library computers, etc.).

luminis–no netid/unknown user

Thank you for contacting the UVM Computing Helpline.

In order for us to assist, we need more information. The myUVM portal can only be accessed by current UVM students, faculty, and staff. If you are a former student, please provide your netid or other identifying information. If you are applying to UVM as an undergraduate, please use the “ask us” option at http://www.uvm.edu/admissions/undergraduate/. If you are applying to UVM as a graduate student please see http://www.uvm.edu/~gradcoll/?Page=contact.php

luminis–ExpiredPassword

Thank you for contacting the UVM Computing Helpline.

Our records indicate that your password has expired and needs to be changed.  This can be accomplished by going to: https://www.uvm.edu/account. At this page click on “change your password”;  you will need your netid: * and current password. If you have forgotten your password, then click on the link to reset it, in that case you will need your student 95# or SSN, your Date of Birth, and your CATcard (student ID card).

If you are unable to reset your password, or reset your password and still cannot gain access to your account, then please either respond to this email to reopen the issue or call the UVM computing helpline at (802) 656-2604. Hours are listed at www.uvm.edu/it/help

luminis–NewAdmit

Thank you for contacting the UVM Computing Helpline.

To login to the myuvm.uvm.edu page, please use your netid which is * and the same password that you use for webmail.

The 95 number is not the UVM netid. According to our lookup, your account is active and looks fine on our side. If you have not activated your netid or are possibly entering the password incorrectly, you can change or reset it at www.uvm.edu/account

On that page click the link:  “Set up your NetID or reset a forgotten password” to reset your password. If you still need assistance, please reply to this email or call the Helpline at 802-656-2604. Hours are listed at www.uvm.edu/it/help

luminis–FormerStudent

Thank you for contacting the UVM Computing Helpline.

Our lookup shows that your current status is “former student.” As a former student you will be able to use the netid: *

luminis-SeemsFine

Thank you for contacting the UVM Computing Helpline.

I looked up your account and according to what I can see your account is active and should be working.

If you are having trouble logging in, first try changing your password at https://www.uvm.edu/account.  You will need to know your netid and current password.  If you do not know your current password, you may reset it by clicking “Set up your NetID or reset a forgotten password.” You will need to enter your Student ID number (95#) or Social Security Number (no hyphens), your birth date, and you may be asked for your CATcard number (which is on your UVM ID card).

If you are unable to change or reset your password, or if that doesn’t help you gain access to your account, please reply to this e-mail or give the helpline a call at 802-656-2604. Hours are listed at www.uvm.edu/it/help

Closing issue

Thank you for contacting the UVM Computing Helpline. We are closing this issue because we have not had a response. We hope this means your issue has been resolved. If not, please reply to this email and this tracking ticket will reopen automatically.

Email quota

Thank you for contacting the UVM Computing Helpline.

Your webmail inbox usage can be found at the top of the page when signing into webmail.uvm.edu or at uvm.edu/account > Mail Settings > Check your inbox quota use.

While logged-in to webmail, if you still see emails in your inbox with lines through them, then they have not yet been purged from the server. You will need to click on the “purge deleted” option in the drop-down menu called “Other”. If you truly only have a few messages in your inbox, then you should only see those and no others. You may also want to ensure that you are not hiding your deleted messages; if you see “Hide deleted” in the “Other” drop-down menu, then that is correct setting. If you see “show deleted” in the “Other” drop-down menu, click on it to get the correct setting.

You may also want to check that your Virtual Trash Folder is not selected. You can find that in webmail under Preferences > Deleting and Moving Messages. If the box is not checked, that’s fine. If it is checked, then UNcheck it.

Please have a look here for more information and details:

http://blog.uvm.edu/helpline/uvm-webmail-howto/

Expired-Purged Accounts

Thank you for contacting the UVM Computing Helpline.

UVM accounts are only available for one year after graduation/departure from UVM. This is documented at http://www.uvm.edu/ets/policies/?Page=table.html and would have been included in the policies that you agree to when you accepted the use of UVM accounts and networks. In that one year after graduation/departure, it is expected that the individual will do the necessary steps to prepare and migrate any data from the account that you may wish to keep.  You received three automated warning emails explaining that your account would be disabled and the date of deletion. You will however still have access to the MyUVM Portal to request transcripts.

GameNetregXBoxInstructions

Thank you for contacting the UVM Computing Helpline.

XboxNetregDone

Thank you for contacting the UVM Computing Helpline.

This Xbox (or any game console) is now registered for use on the UVM wired network. Please connect it directly to a wall port with an ethernet cable to use it on the UVM network. You can connect either your computer, or the xbox to the port, one at a time. Game consoles cannot use the WPA2 Enterprise wireless; an ethernet connection must be used.

Please allow at least 24 hours before getting back to us if the connection does not work straight away.

PrinterStudent

Thank you for contacting the UVM Computing Helpline.

You will not be able to configure your printer to work on the UVM wireless network, because its wireless card does not handle the encryption we use on the UVM wireless network. You may look at the article linked below for suggestions we make for the back to school bundle HP printer, but we do not recommend setting up any printer for a wireless connection. We recommend using the standard USB printer cable, connected directly to your computer.

https://blog.uvm.edu/helpline/category/hardware/printers/

System Restore is a great yeah to fix many computer issues, especially virus and update related issues.

System Restore is available in all versions of Windows and is located under Start>All Programs>Accessories>System Tools>System Restore.

Many windows 7 installs also include a “repair your computer” partition that allows you to run system restore from a separate partition.

System Restore will remove all OS changes back to the restore point but WILL NOT  remove any files or documents created by the user.

Running System Restore in Safe Mode

When using System Restore ask the user when the problem occurred and restore back to before that date. Often viruses will break System Restore so attempt System Restore in Safe mode (It sometimes takes a minute or 2 to pop up). The best way to use System Restore is from “Safe mode with command prompt”

Next type in command: rstrui.exe

Now you will have accessed System Restore in a way the bypasses most effects of viruses, just follow the simple on screen instructions.

Now the computer will restore and restart, this can take 10-15 minutes.

System is a great first attempt to remove a virus and often takes less time than running a scans. Sometimes System Restore is not on or has been corupted by the virus, in these cases you will need to proceed with scans or a backup and reimage.

Running System Restore in Recovery Partition

On boot hit F8 to bring up windows boot options and select “Repair You Computer” if this is not available you cannot run system restore this way.

After it loads you will need to select a keyboard layout (US) then loging as  a user on the computer. The password is the password used to log in to the computer (or may be blank).

Once logged in your will be given the option of different tools, select System Restore:

You will then be given a list of times you can restore to. Pick a time from before when the problem started and click next (you can check show mroe restore points if it does not go back far enough):

Confirm your select on the next screen then press finish. This will start the restore proccess:

Once it completes you will get a message telling you whether it was successful or not and you will need to restart the computer:

From your PC in the Helpline: Start, in the search box type

\\netfiles00\cdcshare\CDC Apps\AnyConnectVPN installers\current versions

Press ENTER; If prompted to login use your netid and password

From your mac in the Helpline: Finder, GO, Connect to server, type

smb://netfiles00/cdcshare/CDC Apps/AnyConnectVPN installers/current versions

Click Connect; If prompted to login use your netid and password

NOTE: We also have Linux versions

To use file tranfer:

go to www.uvm.edu/filetransfer

choose send TO a UVM affiliate

send FROM helpline@uvm.edu, TO the client’s UVM email address

attach the correct installer from the sources above

Send

Treating emails indicated as SPAM:

General spam complaints,especially when SPAM? is in the Subject:

There are several things you can do about spam. If any of the messages you’re getting have “SPAM?:#” in the subject line, you can set your spam filter to be more sensitive. Do that by going to:

https://www.uvm.edu/account/

Click on “Spam and virus settings” and then pick a Spam Probability Threshold of 50%. Those messages will no longer land in your inbox.

If you use an email program like Thunderbird or Apple Mail, you can train it to recognize spam better by clicking the Junk icon when you’re viewing a spam message.

You can also report any spam to Sophos, the company that develops the spam filtering software UVM uses. You can do that by forwarding spam, as an attachment if possible, to:

is-spam@sophos.com

You can cc those reports to spam@uce.gov if there is anything illegal about the spam.

Phishing scams

UVM will never ask you for your password and you should never give your password to anyone who asks for it, whether it is in an email, by phone or on a non-uvm.edu web page. We at the Helpline and CDC do not have access to your password and cannot verify if you have it correctly; we can only facilitate you in resetting or changing it. Account Services (802 656 2006) are the people who can give you a temporary password, which you will then have to change as it will expire.

If you are certain that you have received a phishing scam for your UVM credentials, please forward the email to abuse@uvm.edu; this will help us protect other UVMers (to varying degrees). If you are uncertain, you can forward the email to helpline@uvm.edu, we will be able to identify and forward it on if it is a phishing email.

Never click on any of the links or reply to the email, this will only alert them to an active email address. If you or anyone else has already replied to, or clicked on the link in any such email; please advise them to change their UVM Network ID password immediately, using the secure online form at www.uvm.edu/account/, or criminals and hackers will have complete access to his confidential UVM information.

If you have any doubt as to the legitimacy of an email, please contact us first. However if you are certain that it is a scam, please forward them to phishing-report@us-cert.gov and is-spam@sophos.com. Forwarding them to those addresses will help in the detection and prosecution of phishing attacks. Please forward as an attachment or with full email headers if at all possible, this helps it the effectiveness of the response; more information about this can be found here:   http://kb.mit.edu/confluence/display/istcontrib/Forwarding+Full+Mail+Headers

If you have an doubt please contact the Computing Help Line, at 656-2604, or forward the email with your questions to helpline@uvm.edu

Hours are posted at http://www.uvm.edu/it/help

• The new look of UVM webmail
• I get a blank white screen when I try to go to http://webmail.uvm.edu
• I get a 404 Error when I try to go to http://webmail.uvm.edu
• How do I delete mail?
• How do I move mail messages to another email folder in webmail?
• How do I copy mail messages to another email folder in webmail?
• How do I make the box, in which all my email folders appear, larger?
• How do I view full headers for a message?
• How do I change the font in the compose window?
• How do I access the list of Preferences?
• The “Other” dropdown menu is not appearing

The new look of UVM webmail

This is the new default look of UVM webmail: click the image to view a larger version

I get a blank white screen when I try to go to http://webmail.uvm.edu

This problem usually indicates that your browser cannot load the page in a timely way. The issue that prevents the page from loading could be related to the version of the browser, if it is an older version, or the version of java on your computer. If you update your browser, update java, and the page will still not load, then you may have software that cannot run the current version of webmail. You would need to upgrade your system entirely, or you can set up an email program on your computer that you can use to access UVM email.  See the ETS support pages for the details on which email programs are supported, and how to configure them for UVM email.

I get a 404 Error when I try to go to http://webmail.uvm.edu

First try clearing your cache, or the cache and history. Press the Ctrl-Shift-Delete keys on any PC running windows in any browser (Firefox, Internet Explorer, Chrome, etc.) and you will see the following window. You can check off just the cache, or the other options, or use the drop down as shown to clear everything.

On an Apple computer in Safari, Open Safari, click on the word Safari in the top left, choose the Empty Cache option:

If you cannot get the page at webmail.uvm.edu after emptying the cache, try closing your browser and reopening it.  NOTE: all Bookmarks or Favorites that point to webmail.uvm.edu should be deleted and then recreated.

How do I delete mail?

Method one: the default configuration in Webmail:

Check the box to the left of the message in the list, click the Delete button in the top center horizontal menu of the window, the message is lined-out.

To remove it entirely, under the Other button in that same menu select Purge deleted.

Method 2:

IF you have been using a TRASH folder, Click Preferences in the vertical menu on the left side, choose Deleting and Moving Messages in the Message Column, in the drop-down under Trash Folder choose Trash (or the folder you designate), then below that, check the box to “Display the “Empty Trash” link in the menubar?” Save the changes. In the Inbox view, you then see a trash folder on the left (it may appear only AFTER you delete a message). To empty your trash folder, right click on it and choose Empty:

How do I move mail messages to another email folder in webmail?

Select the messages you would like to move, or “file” in another folder by checking the boxes to the left.

Click on any ONE of the selected messages and drag the selection to the folder in which you would like to file it.

The menu buttons and drop down options for moving messages that were part of the former version of webmail are no longer available.

How do I copy mail messages to another email folder in webmail?

Follow the same process described above for moving messages but HOLD DOWN THE CTRL key while you drag the message to the folder, and it will make a COPY of the message, leaving the original in the inbox (or whatever folder the message is being copied FROM). You can use this strategy to copy the same message to more than one folder.

How do I make the box, in which all my email folders appear, larger?

Click on the line that is the divider between the left verticle menu and the message display window and drag it to the right.

After dragging the boundary:

How do I view full headers for a message?

Click the [+] icon in the upper left of the message to expand headers. To collapse them, click the [-]. The default is to have them collapsed since it takes up less screen space.

A full header will appear similar to the example below:

How do I change the font in the compose window?

In the New Message window, (which opens when you click New Message in the left side menu), check the box to compose in HTML and the editing buttons will appear:

To make html the option every time you open the New Message window, follow the steps below for accessing your Preferences.

How do I access the list of Preferences?

Click Preferences in the menu on the left:

To edit preferences, access the specific set of preferences in the window that appears:

To make HTML your composition choice, Click Composition in the Preferences, then in the first drop down, choose

Rich text (HTML) for the option: Default method to compose messages

The “Other” dropdown menu is not appearing

The UVM Webmail requires the browser window to be a certain size for all the buttons to appear. If you find that the “Other” menu or any of the buttons are missing, this may be because there is not enough space for it. The solution is to widen your screen or get rid of the sidebar.

1. The have a COM-branded background screen in BootGuard (The PGP login screen that appears when the computer is turned on specifies College Of Medicine)
2. They have a COMIS contact number on the login page
3. Drive decryption is not allowed for users in this policy group

Other than that, the software is the same and they use the same PGP Management Server.  Whole Disk Recovery Tokens are obtained through the same process (Account Services), and the software performs identically.

As they have the COMIS contact number in BootGuard, the UVM Computing Helpline staff are unlikely to receive calls. If there is a problem direct them to COMIS to ensure data security, and Account Services if they need a recovery token.

• OS X 10.5 Leopard
• OS X 10.6 Snow Leopard

Problem:

Mac is unable to get an IP address via DHCP, reporting either a self-assigned IP address (169.x.x.x) or no IP address. This often happens on the wireless Airport interface, even when Ethernet appears to be working.

Cause:

The OS X firewall is blocking incoming DHCP information, preventing an address from being obtained. This often happens after total battery depletion or improper shutdown which modifies the file creation dates of key network files (configd, mDNSResponder).

Best Solution:

Download and run the Wireless Network Setup Utility from the UVM Software Archive. This installer includes fixes for necessary firewall exceptions.

Quick/Temporary Solution:

Temporarily disable the firewall to allow a DHCP connection, then re-enable the firewall.

OS X 10.5.8 Leopard

1. Open System Preferences by clicking its icon in the Dock or clicking the Apple menu in the upper left corner and choosing System Preferences.
2. Click the Security preference pane.
3. If it is locked, unlock it by clicking the closed padlock icon in the bottom left corner.
4. Select the Firewall tab.
5. Set it to Allow all incoming connections.
6. Click the Show All button at the top of the window.
7. Click the Network preference pane.
8. Select the network interface (Ethernet or Airport) you want to connect from the column on the left.
9. Click the Advanced button.
10. Select the TCP/IP tab.
11. Click the Renew DHCP Lease button.
12. Wait a few seconds.

OS X 10.6.8 Snow Leopard

1. Open System Preferences by clicking its icon in the Dock or clicking the Apple menu in the upper left corner and choosing System Preferences.
2. Click the Security preference pane.
3. If it is locked, unlock it by clicking the closed padlock icon in the bottom left corner.
4. Select the Firewall tab.
5. Click the Stop button.
6. Click the Show All button at the top of the window.
7. Click the Network preference pane.
8. Select the network interface (Ethernet or Airport) you want to connect from the column on the left.
9. Click the Advanced button.
10. Select the TCP/IP tab.
11. Click the Renew DHCP Lease button.
12. Wait a few seconds.

If a DHCP-assigned IP address is obtained, return to the Firewall preference pane and re-enable the firewall. Turning the firewall back on should not reintroduce the problem.

Advanced Solution:

Reset the firewall to its factory default settings. Warning: this will remove any custom firewall rules that may have been added.

1. Open Terminal (located in Applications > Utilities).
2. Type or copy/paste the following:
   

   sudo cp /usr/libexec/ApplicationFirewall/com.apple.alf.plist /Library/Preferences/com.apple.alf.plist

3. Enter the Mac admin password when prompted.
4. Quit Terminal.
5. Restart the computer.

When All Else Fails Solution:

Download and (re)install the latest Combo Update for that version of OS X. This will reinstall the affected network files and correct any date/time discrepancies that may have occurred due to a dead battery.

• Mac OS X 10.5.8 Leopard Combo Update
• Mac OS X 10.6.8 Snow Leopard Combo Update

Connecting to the Active Directory CAMPUS Domain Shared folder

-If you are connecting from OFF CAMPUS, you’ll need to first download and install the Cisco AnyConnect VPN Client. After installing the VPN client, you’ll be ready to continue.

-If you are ON CAMPUS, you are ready to begin:

Make sure you have an Internet connection, then make Finder the active program (This can be accomplished by simply clicking on the desktop).

Now, press “Command + K (⌘+k)” at the same time. The following dialog box should appear

Type cifs://files.campus.ad.uvm.edu/shared into the Server Address box and click “Connect”. The following dialog box should appear:

In this dialog box, select “Registered User” and enter your UVM NetID and your NetID password. If you select “Remember this password in my keychain”, it will be stored on your computer so that you won’t have to type it in each time you try to connect to the shared folder. However, this is not recommended on a shared computer.

Click “Connect” after entering your UVM netid and password, and you should be connected to the shared folder.

NOTE: You will not be able to open or view the contents of folders to which you are not assigned access.

If you are experiencing problems or needs further assistance, please contact the UVM Computing Helpline at (802) 656-2604.

UPDATE: https://webfiles.uvm.edu has been revamped as is back up and running. Files, shared and zoofiles now all share the same address. (Feb 2012)

——————————————————————————————

The server migration has been completed, and file services are available again. There are a couple of changes to note:

• \\files.uvm.edu\shared (S:\) now shows you only those folders to which you have access.
• \\files.uvm.edu now shows over 18 thousand user home shares, though these shares are only accessible to the corresponding users.

One outstanding issue is that web-based access to users’ home directories via https://webfiles.uvm.edu is not currently available. Users can still access departmental files via https and WebDAV, and access via scp/sftp works for both home directories and departmental data.

Now that file services are hosted on Windows Server 2008 R2, we are hopeful that Windows client systems will see improved performance by using the SMB2 protocol. In the near future, we hope to make additional improvements, including generating quota reports for departmental shared folders, and merging users’ “H: drive” into their “My Documents” folder.

Please check your drive mappings and network folders to confirm that things are working as expected. If you have questions or concerns, please contact us at saa-ad@uvm.edu.

–Geoff

——————————————————————————————

Reminder: Starting at 7:30 pm tonight, Tuesday October 25th, ETS will take the file server “files.uvm.edu” offline for migration to new hardware. The service outage is expected to last at least four hours. “Files.uvm.edu” hosts several widely-used file shares, including:

• \\files\shared:
  Departmental shared directories, or “S:” drive, on Campus domain-joined computers.
• \\files\:
  Home directories used for “My Documents” folder redirection and H: drive mappings on Campus domain-joined computers.
• \\files\mca:
  Microsoft Campus Agreement licensed software distribution.
• \\files\software:
  Distribution point for various Windows software installers, including ApplicationXtender and LiteTouch boot media.
• \\files\sis:
  Developer files for the “Banner” student information system.
• \\files\r25:
  R25 event management software client installation share.

During this maintenance window we will be retiring our NetApp file server appliance, and replacing it with a Microsoft Windows Server 2008 R2 file server. While we do not expect to encounter any client compatibility problems with the new server, we are welcoming people to test the new server for potential problems at this time.

Begin by navigating to the UVM software download page in your web browser (https://www.uvm.edu/software), and enter your UVM NetID and Password when prompted.  Scroll down the list of available downloads to the box for the current version of Fetch, and click “Download Fetch now”.

Fetch on the UVM Software Archive

If prompted by your browser, safe the installer file to the location of your choice.  The download file should have a title similar to “UVM-Fetch.dmg”.  If your browser does not automatically download the file, you may have to click the direct link displayed in the browser window.  After downloading, open the file.

A window similar to the one pictured below should open in Finder.

OS X Finder view of Fetch disk image

If this window is not displayed after opening the downloaded file, open Finder, then click on UVM-Fetch in the Devices menu on the left side of the Finder window.  Open the file “UVM-Fetch.pkg” and follow the installer instructions using the default settings.  You may be prompted to enter a password – this password is the one associated with your Mac computer, not your UVM NetID password.

Connecting to Your Zoofiles

Before using Fetch, you must connect to the UVM network using the Cisco AnyConnect VPN Client, so that the Zoo server is accessible from your Macintosh.  Detailed instructions explaining this process can be found at the following link:

Downloading and Installing Cisco SSL VPN Any Connect client: Mac

Open “Fetch” from the “Applications” folder in your Finder.  The New Connection window should appear.

The New Connection window directs Fetch to connect to Zoofiles

Fill in the connection settings using the following values:

Hostname: zoo.uvm.edu

Username: (your UVM NetID)

Connect Using: SFTP

Password: (your UVM NetID Password)

Click the button that says “Connect”.

You should now be able to browse the contents of your Zoofiles in an interface similar to Finder.  Use the button at the top of the window labeled “Back” to move up one directory within your zoofiles.  If you desire to edit a file, but keep it in the same location after saving, use the “Edit” button at the top of the window.  To download a file to your computer from zoofiles, use the “Get” button, and use the “Put” button to upload a file from your computer to your zoofiles.  Closing the Fetch window will close your connection to zoofiles.

In order to connect to the server addresses, any off-campus users should install and log-on to the UVM VPN client, available at sslvpn.uvm.edu.

Windows Vista & 7:

Click on the “Start” button, and a small menu will appear. One of the items is “My Computer”. (In Vista and Seven it is just “Computer”). Right click “My Computer”, and another small menu will appear. It will have an item labeled “Map Network Drive”. Left click on it. A dialog box will pop up asking for a drive letter and folder. Again, the letter of the alphabet is not relevant at all, but you should use “M” to be consistant. In the folder box, enter (without the quote marks) “\\fs1.cems.uvm.edu\username” and substitute your real CEMS username. A dialog box will pop up asking for your username and password. Use your CEMS username and password. Windows Vista and Seven users must make a minor registry modification for this to work, which is explained here: http://www.cems.uvm.edu/mapdrive.

These instructions aren’t very helpful in some cases. The part concerning saving mapdrive.reg doesn’t always work on newer machines; some machines re-identify the file as mapdrive.reg.txt  – A way around this is to open the file and copy the text into a notepad document, saving it as mapdrive.reg with the file type set to ‘all files’ and the encoding set to ‘ANSI’.

Mac OS X:

Open a new Finder window, and from the menu bar, navigate to “Go > Connect to Server…”. A box will pop up where you can enter a server address to connect to – enter the address cifs://www.cems.uvm.edu/{CEMSusername}, where {CEMSusername} is the username you activated for the CEMS network (this is not always the same as your UVM NetID!!!). With the server address entered into the field, press the “+” button to add it to your favorite servers list.

Select the server, and hit “Connect” when you want to connect. It will then ask you to authenticate. Ensure that the “Registered User” option is selected (not “Guest”), and enter your CEMS username/password into the corresponding fields. Click “Connect” to connect.

The network drive should now show up as a mounted device in the left side of all Finder windows. You will likely need to reconnect to the server each time your network access changes.

To make a Quick Description, follow these steps:

1.  Click “Preferences” at the top-right of the Footprints homepage. (click the image to enlarge, use the back arrow to return)

2.  Under the “Issue Page” tab in My Preferences, click the “Configure Quick Descriptions/Signatures” button towards the bottom of the window. (click the image to enlarge, use the back arrow to return)

3.  A new window should pop up.  In this new window, where it says “Create a New Quick Description called:”, enter the desired title of the Quick Description you are currently making. NOTE: For either creating a new Quick Description or editing an old one, you have to enter your UVM NetID password in the field marked “Password:”.

4.  Yet another window will pop up with the name of the Quick Description in the appropriate dialog box.  Underneath this, type whatever you would like your quick description to say. (click the image to enlarge, use the back arrow to return)

5.  After you are done typing the content of the Quick Description, click the “Save” button in the bottom left of the window.

6.  Congratulations, you’ve just made a new Quick Description!  Now, in the same window where you first created your new Quick Description, there is an “Edit, Re-order or Delete Quick Descriptions” box, where you can edit the Quick Descriptions you’ve already made.  For example, I have a Quick Description for current-student Luminis Requests, people who need to reset their password and do not have a CATcard, and others. (click the image to enlarge, use the back arrow to return)

7.  Save and close out of the “Create Quick Descriptions” window, and remember to save your preferences by entering your password (upper left corner) and clicking the “Save” button in the “My Preferences” page: (click the image to enlarge, use the back arrow to return)

Using these tools will help to streamline Footprint production and reduce unnecessary typing.

Problem: printer is jammed

Please be sure you have looked at the system overview.

If a printer jams, it is very important to understand not just how to unjam it or refer the problme to the lab manager, but also the “ripple effect” that can happen if you don’t take the appropriate steps.

Symptoms of a jammed printer are no jobs coming out and the ‘Printer Jam’ light on the side of the printer illuminated. (Paper Jam light. Note LED color may be amber and not red)

If these conditions are present, it is important to do the following:

1. Power the printer OFF.
2. Attempt to clear the jam as follows:
a. Open top cover.
b. Remove TONER cartridge.
c. If a sheet of paper is visible in the cavity, carefully remove it. NOTE that if you are not careful, thesheet will rip, and almost certainly leave a tiny shred of paper in the paper path. This is bad! Be CAREFUL.
d. Replace the toner cartridge. Note that you must insert it fully – it will ‘click’ a bit if you seat it completely.
e. GENTLY open the REAR door of the printer. The latches are FRAGILE. DO NOT yank open or slam shut!
f. If you see a piece of paper, GENTLY pull it out. The printers have two small green levers, easily visible, that can be lifted UP to open the paper path. Remove the sheet, make sure the levers are DOWN.
g. GENTLY close the door.
3. Now try restarting the printer. Observe the lights on the side.  If you do NOT get a Paper Jam light, then things should be ok. You’re done.
4. If you DO get a Paper Jam light, then you should power the printer off but it is absolutely essential to notify the lab manager.  If you looked at the system overview, you csn see why this is so important:

If you simply turn off the printer, jobs continue to be queued up for that printer and never ever come out. This creates great distress among the clients!

Once the jam is cleared, all is well, and if you cannot clear it, it is important to communicate this state to the lab manager!  Queues can be rerouted while a printer is being serviced.

Problem: Client says “I can’t print”.

Solution: First, verify that they sent a job to the correct printer.  The workstations all now have 3 printers – ‘Waterman Lab Laserwriter’ (the default), ‘Waterman Laserwriter – POPUP’, and ‘watlaser3 (Backup Queue ONLY – ALL JOBS HELD)’ [Windows] . ‘Backup Queue ONLY – ALL JOBS HELD’ [Macintosh].

The first two printers both use the UniPrint system.  The difference is that, at least for WINDOWS users, the default queue (Waterman Lab Laserwriter) simply sends the job to the UNIPrint Server, while the second queue (Waterman Laserwriter – POPUP) calls the little piece of software that asks the user to enter a name and password.  This works just as it does in the Library, so it won’t be new to most users.

The 3rd printer is just that: a backup queue only.  It was used for Orientation, for example.  Do not advise clients to send their jobs there.  They cannot release those jobs at this time.

So, if the client says they cannot print, advise them to resend their job, and to observe which printer they send it to.  If it is the default, then they simply go and swipe their CatCard.  If it is the POPUP printer, they must wait until the Popup client asks for a name and password, and they must enter both of those pieces of information.  If they send to watlaser3 or Backup Queue, the job will never apear, and they must print again to the correct printer.

Note that it appears that printing is a lot slower, especially on the Macintoshes.  One issue that seems to be surfacing is that clients print (or think they do), go to the Print Release station and – no job.  They go back, and either find the Popup client waiting for the username and their password, or possibly the popup client has been “backgrounded” and they don’t even notice it is there.  Look on the taskbar/dock.

Finally, note that many PDF files can take a LONG TIME to print.  This is usually because the PDF original was poorly or incorrectly created.  There is nothing we can do to change the time to print these files. Clients must be patient.

Problem: No clients can print

The steps noted above are done.  Correct printer is used.
Solution: If you have verified that the correct printer was used, then the client needs to see if they can find their job on the release station list. They must swipe their CatCard to see this list.
•    If they can find the job on the list, then all should be well with the system.  Ask the client to try printing again, to move to another workstation, or to reboot.
•    If they cannot find the job they sent and they used the correct printer, they should try it again to be certain they did everything right.  Note whether or not other clients are printing (are pages coming out of the printer?).
•    If only this client cannot print, then recheck from the beginning.  Clearly, something is specific to the workstation or perhaps the file itself.
•    If no one can print, try these steps:
o    Run a ping on the system parts (servers):
•    On a Windows Machine, open a Command Window (Start -> Run -> command.
•    On a Macintosh, open a Terminal Window (Applications -> Utilities -> Terminal).
•    Now type:

ping faros.uvm.edu

•    On either platform, if the UniPrint server is “alive” you should see something like this:

Windows:

Pinging faros.uvm.edu [132.198.151.28] with 32 bytes of data:
Reply from 132.198.151.28: bytes=32 time=11ms TTL=127

Macintosh:

PING faros.uvm.edu (132.198.151.28): 56 data bytes
64 bytes from 132.198.151.28: icmp_seq=0 ttl=127 time=0.698 ms

This indicates that the connection from the 113 Lab to the UniPrint Server is working.

If the connection is not working, or if there is a problem with the UniPrint server (it is down), then you only get the first line of the ping, and it sits there:

PING faros.uvm.edu (132.198.151.28): 56 data bytes

PLEASE NOTE:  Printing for the windows side is currently unavailable due to driver issues, just have client’s save their work, email it to themselves and then restart into the Mac side, which should print.

Footprints Searches-

One of the very useful features in footprints is the search function. The search bar is show below:

This search will ONLY SEARCH THE CURRENT WORKSPACE. To find a footprint by it’s issue number, simply put the number into that box and press search. To find an issue by netid you will need to enter the netid, click the drop-down arrow next to “Search”, and choose “Keyword” as shown below. If you just click search footprints only searches the “Short Description” field which does not contain the netid.

If you want to do a search in more than one project you will need to do a cross project search.

Cross Workspace Searches-

An advanced function of footprints is the ability to search for a term across multiple workspaces. To do this:

1) Hover over the “Advanced” link, then click “Cross Workspace”

2) Make sure “All of the Above” is selected and press the “Go” button. NOTE: You will only see workspaces that you have access to in the list.

NOTE: There are MANY different ways to do a cross workspace search. Please feel free to experiment. I am demonstrating the most used method.

3) Choose the “Issue Criteria” tab and enter your search term (usually a netid) in the “Keyword” field.

4) Choose the Save/run tab

Mac

Wired (Recommended)

1. Make sure the printer is powered on and has a USB connection to the computer.
2. If you are using OSX 10.6 or earlier, please insert the driver CD provided with the printer. If you are using OSX 10.7 Lion, please read below, ‘Downloading Your Driver‘.
3. Once the disk is inserted, please run the ‘HP installer.app’. This should bring up an install wizard. If you downloaded your driver, run the downloaded file.
4. Hit ‘Continue’ twice, and accept the license agreement.
5. Select the printer from the list of devices, and click continue. NOTE:  ‘USB’ as the connection type, and click continue.
6. You can now click ‘Install’ to begin installing the driver. You do not have to join HP’s customer enjoyment service, when prompted.
7. Once the driver installation finishes, the Wizard should instruct you to add this printer to your list of printers on the machine. Click ‘Add Printer’. This should open up a Mac System Preferences window. (NOTE: This step does not always show up, if so, please skip to ‘Adding Your Printer (Mac)’ below).
8. Select your Deskjet 3050 and click “Add Printer’.

Congratulations! Your printer should now work over USB! You do not need to register your printer, but HP suggests it.

Wireless (NOT Recommended)

UVM does not recommend you set your printer up wirelessly. Because you cannot connect the printer to UVM’s WPA2 Enterprise network, you are unable to use wireless internet and print wirelessly simultaneously. Additionally, due to the large amount of users who have this model printer, it may be difficult to identify which printer is yours. Expanding on this, leaving wireless enabled on your printer leaves it open for others to print to. You can, however, connect to your printer wirelessly and connect your computer to internet via Ethernet; keep in mind, ETS does NOT recommend this setup.

1. Make sure the printer is powered on and is not plugged into the computer via USB.
2. Press the ‘Wireless’ button on the printer. Next, press the button corresponding to ‘Settings’ on the printer display. Finally, press the button corresponding to ‘Enable Wireless’ on the printer display.
3. Connect the computer to the wireless network labeled ‘HP’ followed by your model number  (ex HPJ610a.E8B8C5).
4. If you are using OSX 10.6 Snow Leopard or earlier, please insert the driver CD provided with the printer. If you are using OSX 10.7 Lion, please read below, ‘Downloading Your Driver‘.
5. Once the disk is inserted, please run the ‘HP installer.app’. This should bring up an install wizard. If you downloaded your driver, run the downloaded file.
6. Hit ‘Continue’ twice, and accept the license agreement.
7. When you select your printer, the connection type should be ‘Bonjour’.
8. Click ‘Continue’ and ‘Install’ to begin the installation of the driver.
9. Once the driver installation finishes, the Wizard should instruct you to add this printer to your list of printers on the machine. Click ‘Add Printer’. This should open up a Mac System Preferences window. (NOTE: This step does not always show up, if so, please skip to ‘Adding Your Printer (Mac)’ below).
10. Select your Deskjet 3050 and click “Add Printer’.

Congratulations! Your printer should now work over wireless! You do not need to register your printer, but HP suggests it. Note: although this is not the recommended configuration with the UVM wireless, it should work fine off-campus or on home networks.

Downloading Your Driver

Before you download your driver, you will first, you will need to identify what series Deskjet 3050 you have. On the back of the printer there should be a sticker with all of this information; the HP Deskjet 3050 has two different series, the j610 and the j611. Once you find which model you have, please click the appropriate link below to get your driver page:
J610
J611

Once on the page, you will need to select your operating system from the drop down menu. From there, expand the ‘Drivers’ section, and download ‘HP Deskjet Full Feature Software and Drivers’. Once downloaded, you can follow the steps above to install the printer.

Adding Your Printer (Mac)

If you completed the installation of the driver, and you were not prompted to add the printer to your list of printers, please follow these steps to add the printer.

1. Click the apple in the top left corner, and open up ‘System Preferences’.
2. Open up ‘Print and Fax’.
3. Click on the plus to add a new printer.
4. Select the Deskjet 3050 from the list, and click on ‘Add’.

Congratulations! Your printer should now work!

PC

Wired (Recommended)

1.  Please make sure the printer is powered on and is connected with the USB cable to your computer.
2. Insert the driver disk provided to you with your printer. This should automatically bring up the HP install wizard. If you have problems with the CD, please read ‘Downloading Your Driver’, below.
3. When the installer opens, click ‘Connect a new printer’.
4. Select the ‘USB’ radio button, and click ‘Next’.
5. Once the installation completes, please click ‘Next’ and the ‘Finish’.

You should now be able to print from your machine! You do not need to register your printer, but HP suggests it.

Wireless (NOT Recommended)

UVM does not recommend you set your printer up wirelessly. Because you cannot connect the printer to UVM’s WPA2 network, you are unable to use wireless internet and print wirelessly simultaneously. Additionally, due to the large amount of users who have this model printer, it may be difficult to identify which printer is yours. Expanding on this, leaving wireless enabled on your printer leaves it open for others to print to. You can, however, connect to your printer wirelessly and connect your computer to internet via Ethernet; keep in mind, UVM does NOT recommend this setup.

1. Make sure the printer is powered and is not plugged into the computer via USB.
2. Press the ‘Wireless’ button on the printer. Next, press the button corresponding to ‘Settings’ on the printer display. Finally, press the button corresponding to ‘Enable Wireless’ on the printer display.
3. Connect the computer to the wireless network labeled ‘HP’ followed by your model number (ex HPJ610a.E8B8C5).
4. Before we connect this printer to the computer wirelessly, we will have to print off a few pages of information. Make sure there are at least 5 pages of printer paper in the printer. Please press the ‘Wireless’ button on the printer. Next, press the button corresponding to ‘Print Reports’.
5. Find the page titled ‘HP Network Configuration Page’. Under IPv4, please find the 4 part number names IP Address. We will use this later in the installation.
6. Insert the driver disk provided to you with your printer. This should automatically bring up the HP install wizard. If you have problems with the CD, please read ‘Downloading Your Driver’, below.
7. When the installer opens, click ‘Connect a new printer’.
8. Select the radio button ‘Network’ and press ‘Next’.
9. Check ‘The printer is already connected to the wireless network’ and click ‘Next’.
10. Under step three, select the radio button ‘I see an IP Address’, and type in the 4 part number to found in step five. Additionally, the printer may now display it’s IP adress on the top of the printer display; if so, you may use the address from there.
11. The printer should now install. When this finishes, click ‘Next’ and then ‘Finish’.

You should now be able to print! You do not need to register your printer, but HP suggests it.

Downloading Your Driver

Before you download your driver, you will first, you will need to identify what series Deskjet 3050 you have. On the back of the printer there should be a sticker with all of this information; the HP Deskjet 3050 has two different series, the j610 and the j611. Once you find which model you have, please click the appropriate link below to get your driver page:
J610
J611

Once on the page, you will need to select your operating system from the drop down menu. From there, expand the ‘Drivers’ section, and download ‘HP Deskjet Full Feature Software and Drivers’. Once downloaded, you can follow the steps above to install the printer.

If you are scheduled for the in-take station, you will login at the in-take computer.

If you are scheduled to work as a Tech, use a net-book and login to footprints there.

You will login the same way on any computer. Open a browser and go to footprints.uvm.edu and enter your net ID and your password.

Once you have logged in, make sure that you have the Computer depot clinic selected or highlighted in the upper right hand corner in the projects menu.

Once you have logged in, you will see the previous/in-progress issues that are happening at the CDC.

This system is a way to control, filter, record, and document how we diagnose and fix all of the computer related issues that come to us at the CDC.

• Students/facutly/staff sign in on one of our two macs that are at the intake station, equidistant from the clinic and sales side of the depot. Here they will first encounter a screen that asks for a net ID.
• If they enter the correct netID (not 95-number), the system will bring up some of their information such as year, email, phone, department, etc. If the netID does not register, the footprint will proceed without any other information.
• Next they will be taken to a screen where their information will be brought up. *** Note: If you are on intake many clients do not know the difference between their 95-number and netID, be sure to available to assist in this to avoid further or unnecessary confusion.
• Most clients will not know what to fill in, and it is most important that the Short Description and Description field are filled out, then the foot print needs to be saved. The Save button can be found in the upper left hand corner or the lower left.
• Problem type and computer platform also need to be correctly filled in and if the client does not do this, the in-take person or tech working on the computer needs to do so.
• Before a client leaves the Depot, the footprint should be updated to show the status of the issue, and all steps taken.  If you must leave your shift you must update the ticket to list of of the steps you took while working on the issue, and if known, what steps you recommend next.
• Lead techs are responsible for following up to see that all techs on duty update issues and that issues are closed as soon as the problem is resolved.
• Before closing an issue, ensure that all of the drop down fields under Issue Information are correctly set, and that we have a good contact phone number for the client in the Contact Information section.

This is the ultimate boot cd for windows. It is a mini xp environment based on BartPE. It provides a windows gui that allows you to use tools such as Super Anti Spyware, reset windows passwords, or recover data.

PGP

The copy of UBCD4Win on the usb keys has PGP drivers and tools integrated so the mounting of PGP encrypted discs is possible if the passphrase is known. This can be used to attempt to get data from a drive that is PGP encrypted without pulling the drive out of the computer. Because the process requires that the tech can see the client’s netid password, the client MUST agree to change the netid password to receive help in the CDC, and this must be discussed before any help is given using this tool. If the client does not want to change the password, complete a footprint and escalate to client services.

To mount a pgp encrypted disc open a command prompt (CMD) from the start menu and and run the following command:

Pgpwde --status

This will return information about the discs that are available on the computer.  You most likely will want to authenticate to disk 0 so run the following command:

Pgpwde --disk 0 --auth -p xxxx

Replace xxxx with the password. NOTE: THE PASSPHRASE WILL BE ENTERED IN CLEAR TEXT. If it is not disk 0 replace 0 with whichever disk you want. If this command is successful the drives should then show up in My Computer and be assigned a drive letter. The user guide for pgpwde is available here. REMINDER: WE ARE NEVER AUTHORIZED TO DECRYPT A PGP DRIVE IN THE CDC.

Super Anti-Spyware.

Sometimes it is handy to run Super Anti-spyware (SAS) from within UBCD4Win to be sure that no malware is running that would prevent SAS from working properly.  To do this you must have a Ethernet cable connected and select YES when prompted to start network services when UBCD4Win boots so you can update SAS. If the hard drive is PGP encrypted mount it with the instructions above. Open up Super Anti-Spyware from the anti-malware tools in the start menu. You will be asked if you want to load a remote profile to scan, select the user’s primary account. Once you are at the SAS main menu select UPDATE to update the definitions file then scan as you normally would with SAS.

If you are using a Mac running Snow Leopard 10.6.8 or older and wish to install the Desktop Oracle client, please continue with the steps below:

Step 1

Visit the UVM software page located at: www.uvm.edu/software

You will be asked to login using your UVM NetID and password.

Once you have logged in, you will see a screen asking you to select your platform. Since you are using a Mac, you will want to select the Macintosh OSX link.

Step 2

Download the Calendar by clicking the Download Calendar Now button.

You will be brought to a new page and the download of Oracle Calendar should begin shortly. A new window will eventually appear asking if you would like to save this application, click the OK button.

Step 3

When the download completes you will want to unzip the application, this can be done by simply double clicking on the completed download file. After doing so you will see a .dmg file located in the same directory your download is located. Double clicking this cal_mac_OSX_10121.dmg file will start the installation of Oracle Calendar.

It will only take a few seconds to install, when the progress bar disappears you are ready to open Oracle Calendar and login using your UVM credentials. The easiest way to locate your newly installed Oracle Calendar application is to click the Spotlight magnifying glass icon in the top right of your screen and search for Oracle.

Click the Oracle Calendar icon to start the applications.

You will see a login screen appear, you will need to enter your UVM NetID and password to login to the application. NetID IS USED BELOW AS AN EXAMPLE ONLY, YOU NEED TO USE YOUR ACTUAL NETID IN THAT BOX.

You have successfully installed Oracle Calendar on your Mac OSX 10.6.8 or older computer. For more information about using Oracle Calendar, see the documentation on the ETS website.

If you are experiencing problems or need further assistance, please contact the UVM Help Line at
802-656-2604

UVM Faculty and Staff using macs will not have those computers joined to the CAMPUS domain.
They should still use the netID and the netID account password when the PGP pop up for enrollment with the PGP server comes up.  These directions assume that the client used their netid password to enroll that account with their macOS computer on the PGP server.

THERE MUST BE TWO ACCOUNTS ON THE COMPUTER TO MAKE THE CHANGE, BOTH ACCOUNTS MUST BE LISTED IN THE USER ACCESS LIST IN PGP DESKTOP BEFORE YOU PROCEED.
If there is only one account, create another local account, open PGP desktop, add that user to the list of those under User Access in the PGP disk section

• change the password to the netID account that was used to enroll the computer with the PGP server in a browser at www.uvm.edu/account
• Open PGP desktop (use shortcut in upper right or look in Applications folder)
• in the menu on the far left click PGP disk, then the volume listed for the mac hard drive
• a list of users comes up on the right, click on the netID (the one that the password change was just performed for) in that list
• click the minus sign in the bottom of the box under the list of accounts to delete that account
• a box pops up “Please enter your PGP Whole Disk Passphrase” ENTER THE OLD NETID PASSWORD IN THAT BOX
• the account disappears from the list. Click the plus sign at the bottom of the box to add it back: choose add passphrase user
• box pops up: for user name use the netID, for passphrase enter the NEW netID password in both boxes for the new passphrase
• you get the “Please enter your PGP Whole Disk Passphrase” pop up: ENTER THE PASSPHRASE FOR ANY OF THE OTHER ACCOUNTS IN THAT LIST UNDER USER ACCESS
• restart
• use the NEW netID password to get past the PGP login screen.

If these steps fail, please contact the UVM Computing Helpline at 656-2604 or email helpline@uvm.edu. DO NOT send the Helpline your netID password for any reason. You may need to arrange for a site visit by an ETS client services staff member.

• First login to Footprints with your UVM netid and password at https://footprints.uvm.edu. NOTE: only “agents,” meaning ETS staff and student techs, or other UVM IT support staff, can access Footprints through this login page.  Computer users, and all UVM affiliates who want to enter a footprint to receive assistance, must use the form online.
  
  • Once you have logged in, make sure that you have the UVM Computing Helpline selected or highlighted in the upper right hand corner in the projects menu. In the example, the agent has access to multiple workspaces; the entry default workspace varies with the agent. If you only have access to one workspace, you will not see a drop down menu in the upper right. This person entered Footprints in the CDC project, so UVM Computing Helpline must be selected in the drop down to get to the Helpline project.

  

• Only access Footprints while you are working.
• UVM Computing Helpline technicians can monitor the issues in the workspace using the Totals panel in the dashboard, top left: click on Active, to see all active issues, Open, for all open issues, etc.
  • At the opening of your Helpline shift, first check Requests and “Needs Attention” categories in the Helpline workspace–update and resolve issues that you can assist with. Call the clients back whenever possible; since this is the primary telephone IT support service at UVM, most people will contact the Helpline because they prefer to work over the phone.  However, if they email a request or do not provide a good contact phone number, update the footprint and be sure to check the box to email the contact.
  • The Helpline should respond to every call or request within one business day. Issues should be closed or escalated during that first day. Most callers will ask about issues that will be resolved in that first phone call.  ALL CALLS must be entered into footprints, so if you resolve the problem, simply set the status to Closed, but enter the footprint.
  • Footprints data is used to determine how many issues the Helpline resolves, the times people contact us, the trends in the types of issues that come up, and trends in client demand: therefore it is extremely important to enter a footprint for every call and to document it thoroughly, professionally, and as completely as possible.

  Training concerning how to fill out specific fields in the Helpline project is done in person. Every field in each of the sections should be as complete as possible.  All issues are set to email the contact by default. Defaults are set by the workspace administrator.

The phones should be logged in to accept calls by 8AM, if you are on the opening shift. See the article on the Helpline phones for details.

Check the status line by calling 6-1234; check your email for posts to Helpline@list.uvm concerning any outages or scheduled maintenance. See the article on updating it if necessary.

Check messages, one tech should be ready to take new calls, the other should listen to the messages, create footprints, and delete the messages from the phone mailbox as they are entered. The techs on duty can alternate covering phones and updating messages if there are lots of messages.

Monitor and take calls, reply to the footprints that are requests or that result from taking phone messages. ALL FOOTPRINTS AND MESSAGES SHOULD BE UP TO DATE BEFORE YOU WORK ON ANY HOMEWORK WHILE ON SHIFT. IF YOU ARE NEW, USE DOWN-TIME TO DO TRAINING QUIZZES, TRY OUT YOUR SANDBOX COURSE IN BLACKBOARD, AND DEVELOP THE SKILLS YOU NEED TO DO THE JOB. We have no objection to techs doing homework on shift IF all of the issues and calls are up to date and current, and if you are up to date with current training.

Web Pages that should be opened as resources for a shift at the UVM Computing Helpline

Footprints

Footprints-  you should log in with your netID and password. Footprints may or may not automatically open in the Helpline workspace. You will have to check to be sure that you are in the UVM Computing Helpline Footprints workspace.   The landing page should show the requests for the Helpline. Click on the dropdown list of Workspaces in the upper right near your name and preferences and choose UVM Computing Helpline if necessary.

• The first thing to do is to check the requests, needs attention list, or all active issues to make sure that there are no pressing issues or major emergencies.
• It is very important that for every issue and call (NO MATTER WHAT) that you get the callers net ID and create a footprint for each call.

 The Helpline Lookup page

www.uvm.edu/~helpline/lookup- The NetID lookup page is very important and is used for almost every call that you will receive. Every shift at ALL times you should have it opened, in order to check each caller’s netid. This page will show the status of their account, whether they have forwarding turned on, how full the inbox is, and the status of their password (expired?). This tool is very useful first step in the decision tree for problem resolution, perticularly if the problem has to do with account/password/locked account issues.

Once you login, you see this page.  Enter the caller’s netid.

The Helpline Knowledge Base

blog.uvm.edu/helpline-tech- This page is the landing page for our knowledge base. You should log in and have the knowledge base available while on a shift as a resource for you.  Use the search box to locate articles about topics that clients call about frequently.

Click login in the upper right hand corner, then click Sign in with: UVM Netid, then enter your credentials.

The knowledge base articles often point to content from the following ETS web pages, which you may also want to keep open:

www.uvm.edu/it

 Faculty Staff Gateway

The lookup on the Faculty-staff gateway page for the ETS web site offers an excellent search: you type in the faculty or staff person’s netid, and you will see a list of IT support resources available specifically to that person, based on their affiliation with UVM. This is especially useful if the client is from a department with their own dedicated IT staff, who can often assist the client on site in their office. More details and a screen shot of the search feature is in the article about faculty-staff accounts.

This tutorial will show you how to sync your UVM Oracle Calendar to your Android smart phone.

NOTE: Due to the various handheld devices available running the Android OS we can not guarantee these setting will work on your device. These settings were tested on an HTC Android phone running Gingerbread 2.3.4 (08/09/2011)

To Sync Oracle Calendar you will need to purchase a piece of third party software called Synthesis SyncML Client STD

This App is available in the Android market. As of the date of this tutorial the price for SyncML is $25.99

———————————————————————————————————–

Step 1

Open the App Drawer on your phone and select the Market application. Using the built in search find the SyncML Client STD app.

Step 2

Purchase the App buy tapping the $25.99 button. Once you have purchased SyncML it should download and install automatically. When the installation has finished, open SyncML.

Select the “Go the the server settings menu”

Once you have entered the Server Settings area, fill in the settings as shown in the image below.

NOTE:
Profile: uvm oracle
Server URL: https://calendar.uvm.edu/ocst-bin/ocas.fcgi
SyncML Version: SyncML/OMA DS 1.2
The Username and Password fields should be filled with your UVM NetID and Password

Once you have entered the settings, tap the SAVE button in the top right corner of the screen.

Step 3

Now that you have entered the Server Settings, you need to turn the Event sync ON and configure it. Tap the Menu key on your phone, then select Settings

You will need to configure the Event sync with the following settings. NOTE: These settings are CaSe SeNsiTiVe

Server Path: ./Calendar/Events
Turn the Data RangeLimits ON
Set Past Days to: 10
Future Days: 20

Once you entered these settings, tap the SAVE button in the top right of the screen.

Step 4

Now you can attempt to sync your Oracle Calendar. Tap the Start Syncronization button from the main screen within SyncML.

It will take a few moments to sync. Once your Events have synced to your phone you will see a Sync Successfully Completed message.

Now you will want to tap the Home button on your phone, then open the App Drawer and select the Calendar (Google Calendar) app that came with your phone. You should see the next 20 days and past 10 days of your events in your Google Calendar, similar to the image below.

Thats it! You have successfully set up your Oracle Calendar account to sync with Google Calendar.

TROUBLESHOOTING: if you are getting errors double check to make sure ALL settings are entered correctly, the smallest typo will cause these settings to fail. Setting the Past days and Future days too high has been reported to cause problems with the sync function.

132.198.xxx.xxx is a valid working IP address and should have network access. (this IP indicates the computer is on the wired ethernet network or the AnyConnect VPN)

10.245.xxx.xxx is on UVM wireless network and is a valid working IP address.

• UVM wireless IP pools for the residence halls are as follows:
• 

10.242.xxx.xxx is a wired connection that has not been registered and will have no network access until the user completes the netreg process at netreg.uvm.edu

[DISCONTINUED]10.250.xxx.xxx is on the wireless CAT’S PAWS network without VPN and will have no network access unless the user runs the AnyConnect VPN client and logs in

192.168.xxx.xxx is on a router:

• If the client is calling the Helpline from home, network troubleshooting should include power cycling this home router (unplug it from the electrical outlet, wait a few seconds, plug it back in).
• If the caller is on campus, this indicates a rogue unauthorized router with DHCP enabled. These will be blocked if they interfere in anyway with the UVM network. Wireless is campus wide beginning Fall 2011; direct the caller to connect to UVM wireless and to disconnect the router. See http://www.uvm.edu/~telcom/?Page=NewWireless/intro.html which states: “Wireless access points should only be installed by UVM Network Services. Students, staff and faculty may not allow a third-party provider to supply access on campus or install their own access points. If you suspect an unauthorized access point is interfering with your Cat’s PAWS (or UVM wireless) service, please contact Network.Services@uvm.edu.”
• Departments and off campus remote sites need to work with network services for router authorization. See: http://www.uvm.edu/~telcom/?Page=forms/default.html under Faculty and Staff network connections for the online request form.

169.254.xxx.xxx generally indicates a network failure as it is the Windows default IP address (self-assigned IP). Check network settings for the computer in question in Control Panel.

Please contact Dean Williams, Information Security Officer, if you have questions or concerns about this.

Internet Explorer 9

Problem: While in PeopleSoft your cursor may jump backwards and/or inconsistently display your list results.

Solution: Turn off personalization feature in Peoplesoft called “type-ahead”.

1. Navigate to ‘My Personalizations’
2. Under ‘Navigation Personalizations’, click on ‘Personalize User Options’
3. In the dropdown menu for ‘Type ahead’, select ‘No’.

Problem: Receiving the following error in various pages.

Solution: Turn on Compatibility View – for more details please look at Microsoft’s solutions.

http://support.microsoft.com/kb/956197

It is possible to enable compatibility view for multiple computers by using GROUP POLICY – which would have to be something SAA would have to do. To request this action, submit a footprint. Helpline techs: escalate to Computer Technical Support, assign SAA team.

Problem: Getting browser not supported warning when Compatibility View is turned on.

Solution: Ignore

Firefox

Problem: Firefox 5.0 – E-PC: XML Is Invalid Error Happening In Firefox On ‘Submit’ When Page Accessed With DoModalComponent. [ID 1267567.1]

Solution: down grading to 3.5

Thanks to Monica Devino for the research and content of this Helpline knowledge base article.

1. Connect to campus files from home

2. Connect to the “Cats PAWS” wireless network.

First open Safari or another internet browser.

Type https://sslvpn.uvm.edu or use the alternative route by going through www.uvm.edu/it/software > software download > enter credentials > click MAC OS X > AnyConnect VPN Client version 2.5.1025

Once the page loads you will need to login using your UVM NetID and password (same username and password you use to login to your UVM email).

A box will appear, click the “Continue” button.

A box will appear, click the “Allow” button so that installer will run.

The connection should now be established. The Cisco AnyConnect VPN Client has successfully connected.

The connection can be controlled from the lock icon in your dock.

Wine bottler is a Mac OS X application that “bottles” wine settings into packages to make running windows applications on a mac possible without needing a windows license and running windows in a virtual machine.

What is wrong with Wine Bottler?

Wine Bottler is beta software that is not well supported. It is supposed to include scripts called “winehacks” which make certain programs work but they do not show up on some systems. There is currently no solution to this problem and it prevents most applications from working properly. Even when “winetricks” is working, Wine will run some windows programs but is not a full alternative to a virtual machine. Wine is not able to emulate a window environment completely.

Alternatives

If someone needs to run a windows program on a mac they have other options. One option is installing Windows in bootcamp. Boot camp is free but requires a license for the Windows OS if the machine is not university owned. The other option is running a full version of windows in a virtual machine. You will need a windows license, as well as virtual machine software. VMware fusion is the officially support virtual machine and can be purchased from the computer depot. Another virtual machine software is Virtualbox, this is available for free at virtualbox.org, but is not support by UVM and still requires a windows license.

Connecting to the Shared folder

If you are connecting from OFF CAMPUS you’ll need to first download and install VPN.

After installing VPN you will be ready to continue.

Please look also consider instructions here.

————————————————————————————————————————————-

If you are ON CAMPUS you are ready to begin.

Make sure you have an Internet connection, then click the “Start” button.

In the search box type the following: \\files.campus.ad.uvm.edu\shared

Then hit the Enter key. It will take a bit for a login prompt to appear, please be patient.

IF the Login prompt appears, you will need to enter your UVM credentials. You will not be prompted to login if you are already logged in on a campus-domain joined computer.
NOTE** It is very important to enter your credentials in a specific way. This is the format you’ll need to use.

Username: campus\netid
Password: *************

My NetID is tsbartle I would login into the system as seen in the image below,

Once you have entered you credentials, click the OK button. A new window should appear. This window is the the Shared folder. You will be able to browse through and find the particular folder you have access to. The shared folder will look similar to the image below.

You will not be able to open or view the contents of folders to which you are not assigned access.

If you are experiencing problems or need further assistance, please contact the UVM Help Line at
802-656-2604

Connecting to the H: Drive

If you are connecting from OFF CAMPUS you’ll need to firsts download and install the Cisco AnyConnect VPN.

After installing VPN you will be ready to continue.
————————————————————————————————————————————-

If you are ON CAMPUS you are ready to begin. NOTE: If you are using your UVM owned computer that is joined to the domain, there is no need to use this process. Your H drive will mount as soon as you login, and you can click the Start button, then Computer in the menu to access the drive in the Network Location section of that window.

Make sure you have an Internet connection, then click the “Start” button.

In the search box type the following: \\files.campus.ad.uvm.edu\NetID

EXAMPLE***
My NetID is tsbartle
The path to my H: drive would entered:

\\files.campus.ad.uvm.edu\tsbartle

Once you have entered the path, press the Enter key. It will take a bit for a login prompt to appear, please be patient.

When the Login prompt appears, you will need to enter your UVM credentials.
NOTE** It is very important to enter your credentials in a specific way. This is the format you’ll need to use.

Username: campus\netid
Password: *************

My NetID is tsbartle I would log in to the system as seen in the image below,

Once you have entered you credentials, click the OK button. A new window should appear. This window is you H: Drive. Your H: drive will look similar to the image below.

Thats it, you’re done! You have successfully connected to your H: drive.

If you are experiencing problems or need further assistance, please contact the UVM Help Line at
802-656-2604

Workspaces- you should log in to footprints (footprints.uvm.edu) with your netID and password. Footprints will automatically open in your default workspace. Click the drop-down menu pictured below (upper right) to see what workspaces you have available. (Click the image to enlarge, then use the back button to return to this page) Choose the workspace you would like to be in by clicking on it. The terms “Workspace” and “Project” are  used interchangeably. They mean the same thing.

Different workspaces are used to separate the issues that are being handled by different tech support teams. It is important that issues stay in the correct workspaces to avoid confusion. Generally if a footprint (issue) is in your workspace, you should be working on it.

As you can see in the example, you may have several workspaces available. These workpaces all have different uses. Generally, UVM student technicians should only be using CDC Computer Depot Clinic, UVM Computing Helpline, and Computer Technical Support.

-Blackboard Tier 1 Support:

This is where blackboard support technicians can create and close tickets. UVM currently contracts with Perceptis for blackboard support and this is where those issues will go. This workspace is managed by Justin Henry, Center for Teaching and Learning.

-BSAD IT Support:

This is the business school’s IT desk. Do not go here unless you have a specific reason, such as to determine if a student is eligible for the BSAD licensed Windows software. This space is managed by Nicholas Gingrow (802/656-0800) and the other business school technicians.

-CDC Computer Depot Clinic:

Used by UVM student technicians to manage walk-in issues at the Computer Depot. Please see the article on Computer Depot Footprints.

-Computer Technical Support:

Used by full time technical support staff at UVM including Client Services, Account Services, System Architectures and Administration (SAA), Enterprise Applications Systems (EAS), and Network Services. Student technicians will mainly use this space to search for copyright issues or to update tickets they have already escalated.

-RSENR Tech:

Similar to the BSAD workspace (see above) RSENR = Rubenstein School of Environment and Natural Resources. This workspace should not be used by student techs without a specific reason. It is managed by Mary Guillory, more information can be found at: http://www.uvm.edu/rsenr/?q=IT-services-communications

-UVM Computing Helpline:

Used by UVM student technicians to manage calls, emails, and escalations when working at the helpline space in Waterman building. Please see the article on Helpline Shifts.

Moving issues from one workspace to another is covered in our article on Escalations.

DO NOT DO THIS IN THE CDC UNLESS AN ETS TECH 4 OR ETS STAFF MANAGER REQUESTS THAT THE PROCEDURE BE DONE. Things can go very wrong when uninstalling PGP, and the UVM security policies involved indicate that we would only remove PGP under very specific circumstances (for example, in order to install a newer version).

The procedure below may not work. If the “Uninstall” button is grayed out, it can mean that you haven’t decrypted your drive(s). Otherwise, instructions for alternate (more complicated) uninstallation methods can be found here:

http://www.symantec.com/business/support/index?page=content&id=TECH149057

1) The client must decrypt any encrypted drives. This can take a VERY long time (possibly 4-12 hours depending on the size of the hard drive). Due to the time required, and security concerns, disks will not be decrypted in the CDC under any circumstances. To decrypt a drive, open the PGP application, select the volume, and choose “Decrypt”. Note: this option will not appear if the drive selected is NOT encrypted. You must select the specific VOLUME on the Mac (the named hard drive) to activate the window that offers the Decrypt button (upper right).

2) Once all drives are decrypted, open PGP and pull down the “PGP” menu. (shown to the left below)

3) Click the “Uninstall” option under PGP in the drop down list.

4) Click the “Yes” button after reading the warning message.

5) Enter your computer’s administrator password. This is NOT your PGP password. It is the password you use to install applications.

5) Click “Quit” and PGP has been uninstalled.

If you have difficulty or require assistance, call the UVM computing Helpline at 656-2604 or email helpline@uvm.edu.

1. IF THEY HAVE DATA ON THE HARD DRIVE, STOP, SEND THE Footprint TO Computer Tech Support or their department—make sure you know which College they are from.  If they are from Arts and Sciences, College of Med, or BSAD, it is best to refer them to their dept IT.  Call Carol directly for backup if needed.
2. If you DO a faculty image, —IF THEY HAVE DATA ON THE HARD DRIVE, STOP, SEND THE Footprint TO Computer Tech Support—make sure you know the user netid, and whether it should be domain joined. If the faculty person does not know, ask how they access the shared drive.  If they still do not know, join it. UNjoining is simple, but joining is not–image it as CAMPUS domain joined if the client does not specify. After the image is complete, YOU can login to a domain joined computer, and the lead can use their netid-tech account to add the primary user’s netid to the Admin group. That one minute step will save all kinds of time afterward.

• Windows
  • If the machine was bought from the UVM Computer Depot, or is owned by UVM we can litetouch their computer.
  • If the machine is personally owned and was bought elsewhere, the client must bring their own recovery disks/drive.
• Macs
  • We can reimage the computer to the OS that was originally on the computer. If they want to upgrade, they need to bring in the newer version of the OS as proof that they own a license to that OS before imaging over the network. This is true for BOTH UVM-owned and personally owned Macs: UVM does not own site licenses for Mac OS. Clients should check with their Departments, who may own group licenses.

Students

Make sure the student has backed up all the data they want to an external drive/remote storage. DO NOT back up data for them, the client must back it up themselves and confirm they have what they need so that we are not liable in anyway.

• Windows
  • If the machine was bought from the UVM Computer Depot, we can litetouch their computer.
  • If the machine was bought elsewhere, the student must bring their own recovery disks/drive.
• Macs
  • We can reimage the computer to the OS that was originally on the computer. If they want to upgrade, they need to bring in the newer version of the OS as proof that they own a license to that OS before imaging over the network.

URL:  http://www.uvm.edu/it/handheld/?Page=android/setup.html&SM=submenu2.html

This page gives you all the necessary settings that you need in order to set up your Android for UVM Wireless.

The basic settings are as follows:

EAP Method: PEAP
Phase 2 authentication: MSCHAPV2
CA certificate: N/A
Client certificate: N/A
Identification: Your NetID
Anonymous identification: Blank
Wireless password: Your NetID password

This page also gives you the settings for setting up UVM IMAP email.

NOTE: Some Android phones have different interfaces for entering wireless settings. Therefore, these settings may very in different situations. These settings will work for stock Android systems, though.

WARNING: Due to the nature of rootkits, the removal can cause damage to the operating system. Use this tool as a last resort, and only if data is backed up.

Rootkits can be very serious infections that remove, replace, or edit key system files. Simply removing them can cause irreversible damage, so only use this tool if you are willing to reimage the machine if it fails.

Please follow these steps in order to use Kaspersky TDSSkiller. Note: This tool can be run in both Normal Mode and Safe Mode. Please make sure no other programs are currently running before following these steps.

1. Download Kaspersky TDSSkiller.exe from their website: http://support.kaspersky.com/faq/?qid=208283363
2. Run the executable as an Administrator (Right click->Run as Administrator).
3. If you are prompted by User Account Control, click continue.
4. Make sure everything is checked, and click ‘Start Scan’.
5. Once the scan is complete, click to clean the infection. You may need to reboot your computer for the cleaning to complete.

System Rescue CD recommended usage: for copying data from a drive that will not mount externally to another CDC computer

For instructions about using command line interface in Terminal for the System Rescue CD tool, use: http://www.sysresccd.org/Sysresccd-manual-en_Backup_data_from_an_unbootable_windows_computer

Note: All commands are in bold font.

Insert multiboot key, boot f12, and select USB Storage Device. Once in the CDC USB multiboot menu, select System Rescue CD. When the boot process is finished, you should get a black screen on which to type commands.

type wizard [enter] to bring up GUI interface. You will first be prompted to select a wizard option, the first option Xorg-run will already be selected, just press enter. You should be then prompted with a screen that looks similar to the following:

1. Detection of the disks

If you are retrieving data from an external drive connect that now, but hold off on connecting the drive you will be moving the data to.

The first thing to do is to detect the partition where your data are located. Linux uses names that are different from windows for the disks, so you will see names such as /dev/sda1, /dev/sda2 instead of C: or D:. To detect the disks and partitions, just run the following command in the yellow terminal window: fsarchiver probe simple. You should see an output such as:

root@sysresccd /root % fsarchiver probe simple
[======DISK======] [=============NAME==============] [====SIZE====] [MAJ] [MIN]
[sda             ] [WDC WD5000BPVT-0               ] [   465.76 GB] [  8] [  0]

[=====DEVICE=====] [==FILESYS==] [======LABEL======] [====SIZE====] [MAJ] [MIN]
[sda1            ] [ext2       ] [        ] [     1.00 GB] [  8] [  1]
[sda2            ] [swap       ] [        ] [     5.00 GB] [  8] [  2]
[sda3            ] [ext4       ] [        ] [   259.76 GB] [  8] [  3]
[sda4            ] [ntfs       ] [WINDOWS          ] [   200.00 GB] [  8] [  4]

In that example there is one disk with four partitions on the computer, you may have only one or two partitions. The first column is very important since it is the device name of the partition that we will need to access your data. On a windows machine you are looking for the largest device (partition) that has “FILESYS” of ntfs, in this case it would be sda4. If it is coming from a mac drive you are looking for a large “hfsplus” device. You should write that name on a piece of paper.

At this point connect the external drive you plan to move data to.

Run the same command, fsarchiver probe simple again. The output will look something similar to this:

root@sysresccd /root % fsarchiver probe simple
[======DISK======] [=============NAME==============] [====SIZE====] [MAJ] [MIN]
[sda ] [WDC WD5000BPVT-0 ] [ 465.76 GB] [ 8] [ 0]
[sdb ] [My Passport 0730 ] [ 465.73 GB] [ 8] [ 16]

[=====DEVICE=====] [==FILESYS==] [======LABEL======] [====SIZE====] [MAJ] [MIN]
[sda1 ] [ext2 ] [ ] [ 1.00 GB] [ 8] [ 1]
[sda2 ] [swap ] [ ] [ 5.00 GB] [ 8] [ 2]
[sda3 ] [ext4 ] [ ] [ 259.76 GB] [ 8] [ 3]
[sda4 ] [ntfs ] [WINDOWS ] [ 200.00 GB] [ 8] [ 4]
[sdb1 ] [ntfs ] [My Passport ] [ 465.73 GB] [ 8] [ 17]

As you see here there is a new device, sdb1. This is the external drive, in this case it is formatted as ntfs, if it was formatted as fat32 it would show up as “vfat.” If it was formatted for a mac is will show up as “hfsplus,” do not continue if this is the case; Writing to an hfsplus drive can cause data loss. Write down the name of this device and its file system.

2. Access to the correct partition

Now we will have to make this data accessible from the system. Let’s consider that you want to backup the data located on the disk called /dev/sda1 . The first thing to do is to mount the partition to a directory. We will mount the drive with data to /mnt/windows . (This is a name only, it will work even if it’s a mac drive).

If the drive is of type ntfs run the following command (replacing sda1 with what you found in step 1):
ntfs-3g -o ro /dev/sda1 /mnt/windows [enter]

If the drive is of type hfsplus run the following command (replacing sda1 with what you found in step 1):
mount -t hfsplus -o ro /dev/sda1 /mnt/windows [enter]

The only option which is used here is ro , it means that the data on the disk are mounted with read-only access. We just use this option to make sure we can’t make any errors that could destroy this data. Do not remove this option if it is an hfsplus drive. Now, let’s see the contents of the partition:

cd /mnt/windows [enter] ls -l [enter]

You should see something like this:

root@sysresccd /mnt/windows % ls -l
total 132856
-r——– 1 root root      245 2008-08-05 19:36 boot.ini
dr-x—— 1 root root     4096 2008-07-02 07:34 cygwin
dr-x—— 1 root root     4096 2007-10-23 21:18 Documents and Settings
-r——– 1 root root    47772 2005-03-25 12:00 NTDETECT.COM
-r——– 1 root root   297072 2007-10-21 18:50 ntldr
-r——– 1 root root 16777216 2008-09-22 16:41 pagefile.sys
dr-x—— 1 root root     4096 2008-08-10 19:07 Program Files
dr-x—— 1 root root        0 2008-07-02 07:45 RECYCLER
dr-x—— 1 root root     4096 2007-10-21 17:59 System Volume Information
dr-x—— 1 root root    32768 2008-08-29 22:48 WINDOWS

3. Mount external or USB flash drive:

Now lets mount the external drive. We will mount this to /mnt/backup.

If the external drive is vfat/fat32 run the following command (replacing sdb1 with what you found in step 1):
mount -t vfat /dev/sdb1 /mnt/backup

If the external drive is ntfs run the following command (replacing sdb1 with what you found in step 1):
ntfs-3g /dev/sdb1 /mnt/backup

4. Copy Data

Now click the “e2″ icon at the bottom of the screen. You should then be presented with a file browsers with two panes like so:

In the left pane navigate to mnt/ then to windows/. You should see the data from the disk.

In the right pane navigate to mnt/ then to backup/.

Select the data you need in the left pane then hit the copy button (The copy button looks like two pieces of paper and is between the two panes).

Once all data is copied, close the file manager. We will not unmount the drive we copied to. To do this type the following command:

umount  /mnt/backup [enter]

you can then plug the USB flashdrive or external into the CDC computer to show the client that the file(s) are there—have them check this

Then do a clean shutdown the computer by running the following command:

shutdown -h now [enter]

Compiled by Carol Caldwell-Edmonds with command line specifics from the online resource and from Client Services staff

edited creichen 8/13

From your iPad,

1.  Open the App Store and search for AnyConnect.  The Cisco AnyConnect VPN Client is a free download.

2.  Once the client is installed, open it and select “Add VPN Connection…” under the “Choose a connection” menu.

3.  When it prompts you for the settings, enter them as follows:

Description:              UVM (recommended; it’s just a name, however, so you can enter anything you want)
Server Address:         sslvpn.uvm.edu
Network Roaming:  On
User Certificates:      Off

When you have entered those settings and created a new connection, you should be able to flip the “AnyConnect VPN” switch at the top left of the client, and it should connect.

click Start, then Control Panel

Network and Internet Connections

Network Connections (bottom section)

A window should open showing all connections. If the wireless connection (which will say wireless, or WLAN) is NOT there (note the 1394 connection or the VPN client connection are VIRTUAL, not actual network cards, so they are not what you are looking for) then you need to press Fn, then F2 to turn the card on. (for Dells after the D600-600 series, look for an on off switch for the wireless card on the side of the laptop)

If the card for the wireless connection is there, right click on it, choose Properties, and then the window pops up like the one below. (click on the Wireless Networks tab to see the window pictured) Make sure the box for “Use Windows to configure my wireless network settings” is checked.

Windows XP wireless networks dialog box

Then you can click View Wireless networks and see the networks available.

You will only see networks that your computer is physically close to in the available networks list, but in the preferred networks list you will see networks you frequently connect to that are saved–this does not mean they are accessible at any given time.

Now click the General tab. Click once on the Internet Protocol (TCP/IP) line in the box in the center of the window and click the Properties button. Make sure that the settings there are:

In the General tab:
Obtain an IP address automatically

Obtain DNS server address automatically

and under the Alternate Configuration tab:

Automatic Private IP address

Those settings will allow the computer to access any wireless network within range on the UVM campus, although a sign-in may be required. They should also allow the computer to access any off campus network that works with automatic settings and dynamic IP assignment.

1.  Go to webmail.uvm.edu

2.  Click “Address Book” at the top of the page

3.  Click “New Contact”

4.  Choose “My Address Book” from the “Choose an Address Book” drop-down menu

From there, you should be able to add the name, email address, and other contact information of anyone, including non-UVM Affiliates.

*You will need to have a valid chart string to complete this online form (requests are for UVM resources, not residential halls. Please UVM wireless in the residential halls.)

Note: Computer, Communication, and Network Technology Acceptable Use policy states:

To safeguard network security and performance, no other device or network service such as routers, hubs, sniffers, or wireless access points may be placed on the network without approval from ETS Telecommunication and Network Services.

1 ) Go to the network services form and enter your UVM netid and password into the box that looks like this: (login as you log in to webmail)

2) You will see a form that looks like this:

3 ) Fill out this form, and click the submit button. Jacks are identified by the numbers on the wall port, if the ports are already present.

Ex: 113M-002C/D (usually a room number followed by the port number/letter)

Created by Charley Ferguson 6/23/2011

NOTE: remote access through SimpleHelp cannot be used to do this unless the computer which needs the admin account added already has Java up to date, since Simple Help requires Java to run

1 )  Open your Start menu and right-click “Computer”, click “Manage”

2 ) A window should pop up, log in using an administrator account (lead CDC techs ,ETS staff, and most IT support staff at UVM all have an administrator account using netid-tech) which will allow them to log in to any campus domain joined computer and add other administrator level users.

3 )  Select “Local Users and Groups” from the menu on the left side of the screen.

4 ) Double click the “Groups” folder and you should see a list like this:

5) Double click the “Administrators” text and you will see the list of people who are

administrators on that machine:

6 ) Click “Add…” and you should get a screen like this. Enter the netid of the person

you would like to add as an administrator of the machine.

7 ) Click “OK” and the person will be added as an administrator of the machine.

Restart the machine and the newly added user will have administrative access.

Created by Charley Ferguson 6/23/2011

This post explores the different approaches to take when faced with a Mac computer that needs to connect to the internet and what to do when you are faced with either a network issue that does not seem to resolve using the simple tools we will discuss below OR if the “Network Preferences” pane refuses to load in the System Preferences.

When a client brings in a Mac product and asks to have the UVM Wireless network set up on his/her machine:

• Open Network Preferences
• Click on Advanced
• Under the Airport tab, delete all networks that belong to UVM such as UVM, UVM Guest, CATS PAWS and other networks that are cluttering the machine with the client’s permission.
• Under the 802.1X tab, remove all the profiles that are connected with the formerly mentioned UVM related networks.
• Now, using the Mac OSX Wireless Utilitythat is available on the CDC floater (or netfiles), install the profile and the right configurations by following the instructions from the utility.
  • NOTE: this utility checks the users account password if they select that option.
  • to use that part of the utility the computer must be connected to the wired network using an Ethernet cable
  • this is recommended because an incorrect password will prevent the user from connecting to UVM wireless and the error message may not reveal that the password is the issue

In case that does not work, proceed to the first troubleshooting approach as follows:

• Follow steps 1-4 as mentioned above.
• From Finder, proceed to the hard drive icon that is the root folder.
• Open Library then open Preferences.
• Open SystemConfiguration where you will see several .plist files
• Remove “com.apple.airport.preferences.plist” , “com.apple.network.identification.plist” , “NetworkInterfaces.plist” and “preferences.plist”. Occasionally, you might find another preferences.plist that will have “old” in the name which you should remove as well.
• Restart the machine and then use the Mac OSX Wireless Utility.

*****ADD STEPS EXPLAINING THE PLIST THAT YOU NEED TO REMOVE FROM THE USER’S ACCOUNT LIBRARY AS WELL–YOU OFTEN NEED TO DELETE THE INTERNET CONNECTION RELEVANT PLISTS IN both THOSE LIBRARIES TO GET THE MAC ONLINE

In case you are faced with a Network Preferences pane that does not load and just freezes in the System Preferences pane then do as follow:

• Restart the computer and immediately press and hold “Command+Alt+P+R” where it will reset and zap the PRAM. The computer will restart three times while holding the keys down, you will hear the bong sound at each boot up, don’t let go off the keys until you have heard all three.
• Repeat the Steps 1-5 and that should get the machine connected.

Former students retain access to banner for transcripts, but lose webmail, zoo account space and all other UVM services beginning one year after their affiliation with UVM ends. Students will be able to reset their password using the account page and reactivate their netid if necessary.  After signing in using their NetID and password (or Student ID number and 6-digit pin number), they should click the button that says “Student Records” and on the page that is then displayed, they should select “Academic Transcript” for an unofficial transcript, or can click “Request Printed/Official Transcript” to receive, through the mail, up to 10 copies of their official transcript.

Reactivating a NetID

To reactivate a NetID, the student needs to go to http://www.uvm.edu/account or http://www.account.uvm.edu.

On that page, the top link under the green “Account Services” header reads “Activate your UVM NetID account”.

By clicking on that link, they will see a page with the Network Use Policy, and they must read and agree to the policy in order to activate their NetID.  After clicking “Yes” at the bottom of the page, they will be brought to a page where they will need to enter either their SSN or their Student ID number and will also need to enter their birthday to activate or reactivate the NetID.  The next page should contain a confirmation of the activation of the account, as well as the NetID.  If there is no password set, they will be asked to set one according to specified rules (we can’t see this page ourselves to help people, since our NetIDs are already active).

Expiration of University Affiliation

Approximately a year after a person leaves UVM as a student, their account is locked for deletion.  They are sent several warning emails to their UVM account before that date, but after that date, they will not have access to the account or webmail.  The account is later deleted, but the student can still use their NetID to request transcripts online, and can log into Banner through the Registrar’s page (See above).

Emeriti Professors and retired staff members are allowed to keep their webmail accounts for life.

If anyone needs to get email out of their UVM webmail account after the account has been locked, then Account Services will sometimes unlock accounts for short periods of time to allow people to forward important emails to other accounts.

General Reply to Footprints from Former Students

Dear [FORMER STUDENT NAME],

Our lookup shows that your account status is “former student.” Your former student status will enable you to use netid

[FORMER STUDENT'S NETID]

and a password that you can set at www.uvm.edu/account to request transcripts.

More information can be found here:

http://blog.uvm.edu/helpline/accounts-student/

Former students retain access to banner for transcripts, but lose webmail, zoo account space and all other UVM services beginning one year after their affiliation with UVM ends. You will be able to reset your password using the account page and reactivate your netid if necessary, but only to use for ordering transcripts.

If you need further assistance, please call back and reference this ticket number, or
reply to this message and include a good contact phone number so that we can call you.

Thanks,

[YOUR NAME]

UVM Computing Helpline, (802) 656-2604

As a tech you can use this page to help determine if there is a larger system wide issue affecting more people than just the client you are working with. If multiple clients are reporting errors that seem like they could be server related, such as: no one getting email, no one being able to log in, Oracle Calendar not loading, etc., the status page is a good place to look. If you see a service is critical or a host is down, you can notify the client that there is a server side issue, post to the UVM status line, and notify SAA that there is a server issue that needs to be addressed.

The University of Vermont  uses an electronic system to process transcript requests. This electronic system uses netids to authenticate users. If you have not been affiliated with UVM for more than a year, your netid has been removed. This means that all former students have to activate a netid in order to request a transcript. Steps 1) through 6) show how to do this. Once you have activated your netid you can request a transcript, steps 7) through 14) show how to do this.

1 ) Open your internet browser (icons for the major internet browsers shown below).

2 ) Into the top bar of your browser, enter “uvm.edu/account” and press the Enter key (return key on a mac).

3 ) Choose “Activate your UVM NetID account”.

4 ) Read the network terms and conditions, then click the “Yes” button at the bottom.

5 ) Enter your social security number and birthdate and click “Next”

6 ) Follow the directions to complete your account activation by entering a password.

7 ) Go to the UVM homepage at www.uvm.edu and choose the “students” link at the top of the page.

8 ) Click the “student account info/registration” link.

9 ) Log in using the netid and password you received in step 6).

10 ) Click the “Student Records” link.

11 ) Click the “Request Printed/Official Transcript” link.

12 ) Fill out the request form and click the “Continue” button on the bottom of the page.

13 ) Click the “Submit Request” button.

14 ) You should receive a confirmation screen that your request has been received.

If you would like to check the status of this request after you submit it you can follow steps 9) and 10) and instead of the “Request a transcript” link in step 11) you can choose the “View Status of Transcript Requests” link. Transcript requests are processed the on the next business day after the request is received.

Edited by Charley Ferguson 7/21/2011

Secure ID provides a two-factor authentication in conjunction with the NetID. It uses a number display that changes every minute and this number display is used instead of a password. This way, if someone were to eavesdrop on the network traffic, they would not be able to log in using the same information.

When using WinSCP to log onto giraffe, the user connects to http://giraffe.uvm.edu and fills in their netID in the same window. They will then be prompted to Enter Passcode; this passcode will be their PIN and the number on her Secure ID together with no spaces. It will not ask for their netID password.

See Footprint 26912 for an example request.

Account Services will be able to help if the issue needs escalation.

Computers that are not on the UVM domain

• You will need to know the IP address of the printer. This can either be found from the printer itself or from another computer which is joined to that printer.
• Mac:
  1. Open “Print & Fax”, the easiest way is to search for it using Spotlight
  2. Click the “IP” tab and the “+” to add a new printer.
  3. Choose the appropriate printing protocol from the Protocol pop-up menu.
  4. Type the IP address or DNS name for the printer in the Address field.
  5. Enter a name and location for the printer, so you can identify it in the Printer pop-up menu.
  6. If the Print Using pop-up menu doesn’t display the name of your printer’s model, choose the item appropriate for your printer from the Print Using pop-up menu, and then select your printer in the Model Name list.
  7. Click add.
• PC – Vista and XP:
  1. Control Panel > Printers
  2. Add a local printer
  3. Create a new port and use “Standard TCP/IP Port”
  4. Enter the IP address into the “Hostname or IP Address” field.
  5. From here you may need to go to the manufacturer’s site to download the correct drivers.
  6. After this, you should be all set.
• PC – Windows 7
  1. Control Panel > Device and Printers
  2. Add a printer.
  3. Add a network, wireless or Bluetooth printer
  4. Ignore the generated list and click the link below that says “The printer that I want isn’t listed”
  5. Select “Add a printer using a TCP/IP address or hostname” and click “Next”
  6. Enter the IP address into the “Hostname or IP Address” field and click “Next”
  7. You may be given a list of Printer models and types if you need to install the correct driver.
  8. Once the driver is installed you will be all set.

Domain joined computers (Generally PCs only)

ETS has a comprehensive set of instructions to add printers which are part of the Campus Active Directory Services. These instructions for Windows PCs can be found here: Installing Network Printers

Printers under contract for support at UVM

UVM Printers: IMF (Instrumentation and Technical Services)    6-3255

SymQuest Printers:
Phone: 800-374-9900

clients can call them directly, those with Departmental IT support should work with those support staff to interface with SymQuest

To determine if a client has departmental support available, use the online tool: http://www.uvm.edu/it/faculty/

The client, or IT support person who calls SymQuest will need to provide the device number found on the metal plate attached to all SymQuest printers

For support concerning scanned items sent to an email address – users should have had training with SymQuest.

IKON Printers: their contract is coming to an end, please read this post about secure removal of hard drives.

Site actions–Settings–Site Admin–Site features. Of the options listed here make sure to activate:

Use RadEditor to edit HTML fields

Use RadEditor to edit List Items

Only the site administrator of the SharePoint site can perform this action.

Login to an administrator level account

Click Start, All programs, find the PGP folder, click on it

RIGHT click on Uninstall PGP, choose run as administrator

when prompted that the keys will be deleted click OK, let the uninstaller run

about 3/4ths of the way through, by the progress bar, if the process stalls

Ctrl-Alt-Delete, open task manager

Processes tab–check for PGP related processes still running–there will be two, each starts with PGP…–right click each in turn, choose End Process

The uninstall should complete. You will be prompted to restart.

Restart the computer

log back in as a local Administrator

click start, in the search box, type PGP

Folders that are found: click on them in the search results, that will open the folder, go back one directory and delete the entire folder (These were key storage directories in the user profiles)

Search for PGP again, repeat the folder deletion steps if other profiles are found. If there are no results, then you are all set, uninstall complete

Human Resource Services
228 Waterman Building
Burlington, VT 05405
(802) 656-3150
HRSInfo@uvm.edu

Please do not install the fake antivirus MacDefender that is pretending to be a legitimate one of similar name. If you have not intensionally downloaded the software, do not install it. It does require you to click continue and most likely your administration password. If you have inadvertantly installed this malware, please follow the instructions here for detection and removal.

The only way to connect a Kindle to wireless on campus would be to set up a guest account for yourself to use with the Kindle. Guest account will only last for 7 days before you will have to create a new one.

Kindle Fires do not support WPA2, either.

NOTE: GAME CONSOLES NEED TO UTILIZE THE WIRED NETWORK.  UVM wireless utilizes WPA2 Enterprise level encryption which game consoles do not support.

To find the MAC address on an XBOX:

On the old dashboard (pre-NXE):
Go right to reach the System “blade” of the Dashboard
Select “Network Settings”
Select “Edit Settings”
Under “Basic Settings” check to make sure “IP Settings” is on “Automatic”
Go right to get to the “Additional Settings” Tab
Go down to select “Advanced Settings”
Toward the bottom of the screen you should see “Wired MAC Adress”. the MAC Address should appear below this.

On the new dashboard NXE:
Scroll Down (if necessary) to “My Xbox”
Go all the way to the right and select “System Settings”
On the new screen, select “Network Settings”
Select “Configure Network”
Under “Basic Settings” check to make sure “IP Settings” is on “Automatic”
Go right to select the “Additional Settings” Tab
Go down and select the second item “Advanced Settings”
Towards the bottom of the screen you should see “Wired MAC Address.” The MAC Address is the number below this.

The vendor websites have more information about locating MAC addresses on the devices they manufacture. For example, Google:

MAC address Wii

or similar for other game consoles.

PC:

A new Dell boots until PGP is enrolled. After that it boots to a black screen with an error.

Mac:

After encrypting a Mac OS X system with PGP WDE, you are able to successfully authenticate at the PGP BootGuard screen, but Mac OS X fails to load and displays a continuous spinning wheel. This issue has been reported on some Mac OS X systems using the Sandy Bridge Intel architecture and Solid State Drives (SSD). Other hardware may perform the same way. This is a high priority issue and Symantec is actively investigating to further isolate the issue and provide a solution as quickly as possible.

To determine if your Mac OS X is using a Sandy Bridge architecture, prior to encrypting your disk do the following:
Click the Apple icon and then select About this Mac.
Click More Info.

Under Model Identifier, if it displays as 8,1 or 8,2, then the Mac OS X system is utilizing the Sandy Bridge architecture.

Solution

Symantec is aware of this issue and will update this document when more information becomes available. As of July 2011, Dells were shipping with PGP after an updated version resolved the issue. We are still waiting for info on the Mac version.
/apps/media/inquira/resources /resources

Article URL http://www.symantec.com/docs/TECH156926

Terms of use for this information are found in Legal Notices

How to boot to the USB drive

To boot to the USB drive, plug the USB key into the computer and reboot. You will need to bring up the boot selection menu (F12 on dells and some other computers) and select the USB key. Once you select the USB key you should be brought to a menu that looks like this:

use the arrow keys to select the option you want, hit enter, and you’ll be on your way!

System Rescue CD

System Rescue CD is a live linux distribution that is designed specifically for the purpose of trying to fix computers that cannot boot or for recovering data. I have had great success using this distribution to get data from hard drives that will not mount in Windows or on a mac (especially drives from macs that will not mount in OS X or that OS X will freeze up during transfer). You can read more about the distribution here.

For specific commands that you use to use this tool to back up files when no other options work (you remove the drive, but it will not mount on the CDC computers, other copying options fail, OS is corrupt and you cannot remove the drive) see the article System Rescue CD tool-copy data

Ophcrack XP+Vista

This tool is able to crack passwords from windows installs. Boot to this and Ophcrack will automatically begin trying to retrieve the passwords of all users on the machine. It has both XP-Free and Vista-Free rainbow tables. It should be able to crack any alphanumeric XP password under 15 characters and any dictionary based Vista password under 17 characters. DO NOT DISTRIBUTE THIS TOOL OR TEACH CLIENTS HOW TO USE IT. You can read more about the tables or ophcrack here.

Ubuntu 11.04

This will boot into Ubuntu 11.04 just like booting from the CD. You will be given the option of booting into a live Ubuntu system or directly to the Ubuntu installer.

Ultimate Boot CD for Windows.

This is the ultimate boot cd for windows. It is a mini xp environment based on BartPE. It provides a windows gui that allows you to use tools such as Super Anti Spyware, reset windows passwords, or recover data.

See the Ultimate Boot CD article for specifics on the recommended uses for some of the commonly used tools.

Hiren’s Boot CD

Hiren’s boot cd is another bootable tool that contains many tools, details on the specific tools it contains can be found at Hiren’s site here.

Ultimate Boot CD

This Ultimate boot CD is an older tool that includes many dos based programs for diagnostics and recovery. The list of programs it contains can be found here.

Memtest

This will run Memtest86+ which is a great way to diagnose memory issues.

NTPasswd

This will run NTPasswd, a dos based program that can quickly reset windows passwords.

Dell Diagnostics

If you select this you will be given two options. The first of the two is a dell diagnostics program released for their server line products that seems to work on any dell. Running it on a non-dell machine may cause it to show false system board failures. If you select this one you will be brought to a text based menu first. To get to the GUI hit “2″ then press enter.

The second option is an older image of dell diagnostics that is for their consumer line products but has not been updated recently. Running this on most machines will give an error saying the computer was not recognized as a supported machine but it may be worth trying on older dells.

SeaTools

This is a bootable version of the hard drive diagnostic suite SeaTools. SeaTools is a very good diagnostic suite for hard drives but unfortunately many dell computers will report “invalid opcode” and not boot to it. This is a known issue that can only be fixed by Seagate.

2.  Select the network ‘Auto UVM’ from the list under the “Wireless” tab.

• If ‘Auto UVM’ does not show up, click ‘Add’. Title your new Connection Name ‘Auto UVM’, and skip step 3.

3.  Click the “Edit” button.

4.  Under the “Wireless Security” tab, make sure the settings match the ones shown in the screenshot below.  For the username and password, use your UVM NetID and password.

5.  Click “Apply”.

Additional Troubleshooting:

If you are still having trouble connecting to wireless after following all of the steps above, try the following steps:

• Add your netID into the ‘Anonymous Identity’ box in the ‘Editing Auto UVM’ window.
• Disable and re-enable your wireless card.
• Restart your computer

If you suspect that your account has been compromised, the first thing to do is to change your password. If you are unable to change your password, please contact the UVM Computing Helpline 802 646 2604 for assistance. We will be able to identify if your account has been locked because it has been compromised or assist you with changing your password.

Simply clicking on a link may compromise your computer/laptop. If you are lucky, this may not be a problem as long as you do not submit any form or give out your password. Remember, UVM individuals will never ask for your NetID password.

The best ways to identify questionable emails:

1. Is the email unexpected?
2. Are there false links? (hover over a link and check the URL that it points to)
3. Do you know the sender? Is the sender really using the UVM email system? (Check the header information – the sender address, reply-to address and so on to tell.)

ETS staff provide online detailed instructions and screenshots here. This article goes into each item above in detail and is helpful to review.

What to do once you’ve identified phishing/scam emails

Note: As of March 2013, the Computer Depot was no longer selling any operating systems. Be sure to check the clients installer to see if the license is an upgrade or full install.

Generally the idea is to not put in the license during the installation but to do it after the Windows updates.

Please be warned that unless this is a new or formatted hard drive, doing a clean install will wipe all data from the drive. Please ensure that you back up all your data (document, photos, music, bookmarks, address books) before attempting a clean install. Help with backing up data can be found here.

Mac users installing Windows 7 in Bootcamp will also have to continue with the following instructions after completing the steps for Bootcamp installation.

WARNING:

THIS PROCESS REQUIRES YOU TO EDIT THE WINDOWS REGISTRY.
If you have never edited the registry in a Windows OS, be forewarned that if you do it incorrectly, you may render the computer un-bootable and have to start the entire installation process over. Assistance is available from ETS at the Computer Depot Clinic or by calling the Helpline.

1. Open regedit (start button, type regedit in the white search box that opens when you click start once, right click regedit.exe, choose Run as administrator)
   
2. Go to: HKEY_LOCAL_MACHINESOFTWAREMicrosoftWindowsCurrentVersionSetupOOBE
3. Right click on Media Boot install in the right pane, Modify (If you cannot right-click, select Media Boot Install and click on ‘Edit’ in the top menu, then Modify.)
4. Change the 1 to a 0 under ‘Value data’
5. Click OK and exit regedit.
6. Click Windows, type ‘cmd’ in the search bar. Right-click on cmd and select “Run as administrator…” (If you cannot right-click, hold down CTRL+SHIFT+ENTER, this will do the same thing.) 
7. Type in slmgr /rearm into the command prompt window and hit enter. 
8. Reboot
9. Click Windows start, type “activate” in the search.
10. Click “Activate Windows”
11. Enter the product key, you should result in “Activation Successful”. 

Information about Drive Savers, as of January 2011:

• Let them know you are a UVM affiliate, Discount code: DS82010
• they can provide a quote via e-mail -Use an ISO 5 lab

• Refer to dust size chart -Even a single grain of dust can ruin a drive
• Conforms to Federal Cleanroom Standards: Includes ISO14644-1:1999E, IEST-RP-CC-012.1 and Federal 209 E.
• Class 1-compatible construction materials: The Cleanroom is made of non-shedding, corrosive resistant and low outgassing materials to minimize the introduction of AMC (airborne molecular contamination) into the room.
• Full-coverage ionizing blowers above workstations: Ensure control of ESD (electrostatic discharge) in all critical areas of the Cleanroom.
• Strict air contamination control: Filtered air space contains less than 100 particles per cubic feet at 0.5 microns or larger. (A non-controlled environment can have as many as 1 million particles of this size.)
• Drive Savers is the only SAS 70 Type II certified data recovery company in the world.
• Pricing is based on the drive capacity, the operating system and turnaround time. The final cost is based on the complexity of the recovery and the final recovery results.
• Recovered data can be put on any type of backup media, including a hard drive or DVD. If your need is urgent, you can use our DataExpress service to download your data from our secure FTP site. We offer a free evaluation on our Economy Service. We will contact you with a diagnosis and price quote within 2 to 3 business days of receiving your device. If you wish to cancel at that time we will send your device back to you at no charge.
•  The data recovery estimate for a 120GB Hard Drive example:

• Standard Service (1-2 business days): $770-3339 No charge if the data is unrecoverable
•  Economy Service (5-7 business days): $700-1985 No charge if the data is unrecoverable -
• Priority Service (24/7): $1541-7621 $685 attempt fee if the data is unrecoverable *This service normally runs $700-$2700, based on the circumstances , DriveSavers has agreed to a one-time special exception price. This discount does not apply to the attempt fee or to any backup media you may purchase and is only valid for 7 days from the above date. Please Note: DriveSavers will never exceed the maximum amount quoted.
• Drive Savers will often pay for shipping both ways.

S:citCDC and HelplineBBsupportJan1-14-2010

which requires you to use the VPN to access if you are off campus.

The following is updated from the word document in the above shared folder, and the information below is specifically for Jan 3-14.

1.    The phone message clients hear when they call 6-2604 has been updated so that callers are told “For BlackBoard support and all other computer support issues, Press 3.” Which will go to you…
2.    You should triage calls so the Bb issues are prioritized after 4 pm. From 8-4 the Helpline is open and all calls are handled equally from 8am-4pm.
a.    Example: a retired faculty member would like to have you walk him through setting up Thunderbird. They now have Outlook set up as POP. Get details in a FP, let them know that full Helpline coverage resumes at 8 am and a tech will follow up then. We want to avoid situations where 5 people get voicemail while you are on the phone for 90 minutes trying to convert a pop account, and 4 of the 5 callers who do not get through are Bb users.
b.    Example: a student calls and cannot access myUVM. Please follow through and be sure to determine if the end goal is to access an online course in Bb. Please help newly admitted students regardless, they are always priority.
c.    Example: a student calls, asks for Bb support, but you figure out this is a network issue. Determine where the issue is (their Internet connection or UVM’s servers/network) and follow through since without the connection, Bb is not accessible
3.    Please do not end a Bb support call until the person confirms that they are logged in to Bb and accomplishing the task they need to complete which led to the call.
4.    Do not hesitate to escalate issues in Footprints to DrIsIn (goes to the CTL, primarily for course design and content) or BlackBoard Support (goes to Justin Henry, Bb application administrator and the server administrator Ben Coddington, for outages, courses not working or not appearing when expected)
5.    Call/IM Carol, Ben or Dean if you ever need help with an escalation
6.    I invited Wendy and Justin from the CTL to call you all for Quality Control checks—so they may call as if they were a client to see how we are doing. Obviously,  Dean and I can’t do that since you know our voices.

Escalating issues
LOGGING IN: The Helpline should be able to resolve all issues concerning logging in, seeing a course, and using the Bb access in the Portal. If the problem is an account and the Lookup page shows that the client needs Account Services’ help to reset a password, send the footprint to account services immediately if you cannot conference the call directly to an account services staff person.

USING BLACKBOARD: Use the same help links listed in the public article about BlackBoard help. When you cannot assist a person furhter, you can log in to Bb yourself and open our ETS Bb training course to see if you can try the steps they are trying and find a solution. If that does not offer resolution, move the footprint to one of two other Footprint projects:

1. For setting up content or using BlackBoard, send the issue to DrIsIn

2. For server related issues–Bb is down for many people, a faculty member has a problem with the course list or their course is not functioning–move the footprint to the BlackBoard support Footprints project.

The Helpline will refer questions from faculty concerning course design and application support to the Center for Teaching and Learning. Those services can be accessed by faculty directly using the email address ctldoc@uvm.edu. The CTL also offers online self help resources on their BlackBoard support main page:

http://www.uvm.edu/ctl/?Page=blackboard/index.php&SM=m_blackboard.html

The new 90 degree magsafe chargers do not work on some of the older macbook and macbook pro machines without a firmware update.

However, the firmware update requires 10.5 or higher. So it will NOT work for Tiger 10.4.

The firmware can be downloaded from the Apple site here for both Macbooks and Macbook Pros.

photo from: http://store.apple.com/us/product/MC556LL/B

in other words you have:

1)  Checked that the cable is plugged in.

2)  Removed the device from the device manager list, and it has successfully re-installed.  Also double checked the Driver version and date.

3)  Ran ipconfig /release and /renew from the administratively granted command prompt (Ctrl + Shift + enter)

You can open the command prompt with elevated privileges, and simply enter the following command:

“netsh winsock reset”

This should resolve networking issues, that make it past the usual trouble shooting pattern.

http://support.microsoft.com/kb/299357

Students in the Business School pay fees for a different volume license for Windows Operating systems and Office suite products. They are eligible for upgrades to the latest software, but they must be Business MAJORS. To test to see if they are eligible, login to the BSAD footprint project, enter the name or netid, and select the contact.  If the Major field is Business, proceed as detailed below.

Notes from the talk given by Dean Williams in the 2010-11 academic year student tech training sessions. Updated August 2012, Carol Caldwell-Edmonds

What is copyright?
Copyright is the set of exclusive rights granted to the author or creator of an original work, including the right to copy, distribute and adapt the work.

Where does copyright come from?
The foundation for our current copyright system is provided by the constitution: Article I, Section 8, Clause 8 is known as the “Copyright Clause”.

Why is it important at UVM?
The higher education opportunity act provides significant federal funding at the University of Vermont. As a condition of receiving this funding UVM must take measures against copyright infringement.

For more detailed information see: uvm.edu/it/policies

How are we preventing copyright infringement?

There are bandwidth limits in place, making it very difficult to “seed” files on a large scale from UVM campus.

The network registration (NetReg) system keeps track of which computers use which IP addresses at any one time. This makes it possible to attribute file sharing to a particular user on the wired network.

The wireless network requires a log in to use it. This has a similar effect to netreg, allowing us to correlate user names and IP addresses.

What process is used by UVM to comply with the DMCA?

see the article on the copyright complaint process

Waterman 113 Lab is a “self help” resource, we do not have student staff anymore.

Computers in the Main Area, 113Q and 113T

Main Lab Area
Macs in the main lab are running OS 10.6.8, Dells are running Windows 7.

Teaching Labs 113Q and 113T
The computers in these two rooms are dual boot.  They are also identical in configuration. New iMacs were installed August 2011.

The Macs are running OSX 10.6.8  The Windows side is running Windows 7.
Getting things stable on the Windows 7 side was a challenge.  There are some idiosyncrasies.  Most of these will be corrected soon, but the primary objective is a stable, usable classroom environment.

Elements common to all machines, Mac or Windows
Users forget their work: Lost and Found and TEMP
On the root of every Mac computer is a folder called “Lost and Found”. On all Windows machines, there is a folder C:/Temp.  When a user finishes with the workstation, any files they create are moved in to these locations at the next refresh (Windows at restart) or at the next login (Macintosh login or during the evening refresh).  Most data is held fo a few days.
To retreive data from these folders, the user needs to log back to the same computer that they used to create the files, and look in the folders.  This may or may not work – it depends a lot on what happened.

Users should never, ever work on a file directly from a network share! The networking in the entire 113 area is not reliable, and if users fail to observe this precaution, and there is a network blip, they will lose 100% of their work, even if they are working on a document that they already saved!

Note that users in general cannot load their own software on these machines.

Issues that ETS student techs still oversee:

Opening and closing the lab: security

Opening the Lab:

The Waterman Lab opens at 8:00 am Mon-Fri.If you are first to arrive, disarm the alarm (you will know because the alarm emits warning beeps if the door opens and it is still armed). If not already open, unlock the classroom doors. Check to make sure the printers have paper.

Closing the Lab:

This is the formal process that should be followed for closing the Waterman Lab. In the event that clients have concerns or objections to the steps you are taking, please feel free to share this document with them. They may, at their option, send mail to helplinefeedback@uvm.edu to voice their concerns.

Note that the closing time we post on schedules and such is always 15 minutes before the time you lock the doors to allow you to have an orderly completion and shutdown of the facility. Closing time is 7 PM for the doors, but one tech should remain until all classes leave the Lab area.

First: 30 minutes prior to closing time in the open lab, not the classrooms, you should clearly and loudly announce that the lab will be closing in half an hour exactly. Inform clients that they must begin to finish up, particularly printing!

Second: 15 minutes prior to closing time, clearly announce that the lab is closing in 15 minutes and that all printing should be complete at this time.Check the 113-Q and 113-T labs. If these facilities are empty, turn off the lights and close the door. Gently remind those clients you pass that they should be wrapping it up. If there is a class in session, one designated Helpline tech will be scheduled to stay in the Lab until the class ends and all students vacate the classroom.

Third: You should now check to make sure that the Main Lab door is in a locked state. Do this by switching off the HOLD button on the power unit above the door. Next, check to see that the back door is closed.

Fourth: 5 minutes before closing, you must request that clients vacate promptly in the remaining 5 minutes of time. You may encounter some resistance and you should be firm but polite.If someone is very stubborn, you can let them know that the security folks are on the way here (if you are not doing the system yourself). Do not allow anyone to start any printing at all! Do not allow them to ignore your requests and continue to work. It is important that the lab be closed at the scheduled time.

Finally: Set the alarm, exit the lab with all of your belongings. The room alarms are on timers, there is no way to reenter the lab once it is alarmed until 7:50 AM the next weekday.

PRINTERS

The printers are getting old, and thus are getting “balky”.  In dealing with paper jams (see link below for details), please be gentle.  Broken mechanical parts can pose a serious problem.
If you “open” in the morning (work at 8 or 9 am), please check that all printers have paper in them.  Extra paper is kept under the printer tables. It is easy to tell by looking at the status lites (a guide is posted on the bulletin board above the printers).
Please review how to clear print jams (see Waterman 113 Lab Printers )
It’s important to have a basic understanding of the Print queue, as it is possible to stop a lot of printing.
In brief: the user sends a print request, then goes to the Release station and swipes their  Catcard.  Once that happens, and they have enough funds to cover the request, approval is obtained from Pharos UniPrint system housed in Bailey Howe, and the job is sent to the print server on the Lab Server, saturn.
On the server, the print software, LPRNG, polls for next open printer,and when it finds one, it sends the job there.  Next, the job goes to one of two JetDirect boxes, which in turn “feed” the printers. Finally, the printer recieves the data and it prints.
Note that the print server has a buffer, each of the jet direct boxes has a buffer, and the printers themselves have buffers.  This is important to understand, because if you simply power off a printer, the system will have no way of knowing that has happened and jobs then back up, users get frustrated, etc. etc. In short, there is a simple mantra:
DO NOT SIMPLY TURN A PRINTER OFF AND WALK AWAY! If you do this, the lab manager has no way to figure out something is wrong, users don’t know where their job is and things get ugly.  Please try and resolve paper jams and paper out conditions before you do this.  If you try this, and restart the printer and it works, all should be well. Power cycling the printers is fine. Use caution before power cycling a jet direct box, though, because you may lose the client’s data that they left waiting to print.
Send an email to cit.labs@uvm.edu if you have a problem with a printer that you cannot fix!

Extra toner cartridges are on the shelf in 113 R (Project room) and in the work space office next to Dave’s office (113C).
Note that we do not have the ability to use custom paper in the printers (that’s why there is tape on the front door of eachprinter) – it is not possible to choose your actual printer.  If clients have this need, it’s OK to refer them to other print facilities that do this such as UnderGround copy in Davis.  Finally, please note that clients that do not have a CatCard will not be able to get anything printed in this lab.

PROJECTORS

There are projectors in the lab classrooms, 113 Q and 113 T, thart are connected to the Instructor workstations.
Each classroom has a three-ring binder in it with current screen shots and instructions on using the projectors.  Refer users to these binders each time you offer assistance.  The Helpline should have copies as well.
The instructions are kept at \filessharedcitCDC and Helpline for your reference, and will be in the KB soon.

NOTE: THIS PROCESS IS NO LONGER CURRENT.

If a call comes in, or a student comes in to the CDC and reports the problem they have is related to a copyright infringement notice, the following steps should be taken:

Get the student, faculty member, or staff member to give you their netid

ASK: did you (the client), with the netid given, receive a copyright infringement take down notice in an email from Copyright Infringement which is generated in Footprints?

• if they say NO, they did NOT receive a copyright infringement take down notice in an email

1. 1. IF they saw a notice ON THEIR COMPUTER SCREEN (not in an email from Copyright enforcement) warning them that they had a locked registration, then we need the MAC address which is cited in that warning message. If they do not have it, go to step 5 below. Note that they will NOT get that message again in the CDC, because the Depot is VLANed to the 115 subnet which is not under netreg. If you use a netreg port in the CDC, you will still not see the message, because the IP issued by that port will be different from the IP that the student was given when they received the message.
   2. IF they do see the locked message when they connect to a netreg port in the CDC, then they are indeed locked. See the steps below under YES–it is possible that they did not see the email notification because  it may be in the person’s SPAM folder, or it may have been deleted because the client did not recognize the sender
   3. Get the MAC address from the error message on the client’s screen if they have it. This is more likely for Helpline calls–the person may be looking at the message when they call. If so determine if the MAC address in the LOCKED message matches the MAC address of the client’s computer. If they did not get a footprint email it should not match. Enter the caller’s MAC address in the Footprint for the call. Keep it open, assign All Leads (its a team in the list)
   4. LEADS: Log in to the netreg admin page, search for that MAC address (the one in the locked message) in the registration database. Get the original FP number in the comments in that entry and look it up in Footprints, Computer Technical Support. Update that ticket to let us know you received a call or CDC visit for another computer due to this lockout. (This will help identify routers in the event that they are APPLE routers, that do not differ from APPLE computers in their netreg listing)
   5. Ask the client to connect their computer to the network jack in the wall in their room, (now if on the phone, when they return to their room if in the CDC) and restart. They should be able to get online and browse, the take down was not for them, but for some router they just happened to connect to.
   6. Close the issue.

• YES, they DID receive a copyright infringement take down notice in an email

FIRST OFFENSE, NOT LOCKED

1. the student must call the Helpline, or bring their Computer to the Computer Depot Clinic within 3 days of receiving a take down notice.
2. We can confirm that the pirated data is removed, as well as any torrent and or P2P applications (uTorrent, Limewire). (use Simple Help for Helpline calls) Please check the status of the student’s situation by looking the ORIGINAL FOOTPRINT issue. Search for their netID, up in the “Computer Technical Support” workspace in Footprints. The footprint will hold detailed information about which file(s) are in question.
3. You will need to update the ticket with confirmation that you have checked and/or removed the offending program and data. After the files in question have been deleted and the file sharing software removed, update that original issue, and close it.

SUBSEQUENT OFFENSES, OR LOCKED ACCOUNTS

1. The individual must meet with The Center for Student Ethics and Standards.
2. After meeting with CSES the student then must bring their Computer to the Computer Depot Clinic where we can confirm that the pirated data is removed, as well as any torrent and or P2P applications (uTorrent, Limewire).
3. Please check the status of the student’s situation by looking at the original issue. Search for their netID, up in the “Computer Technical Support” workspace in Footprints. The footprint will hold detailed information about which file(s) are in question. You will need to update the ticket with confirmation that you have checked and/or removed the offending program and data.
4. IF THE MAC ADDRESS IN THE ORIGINAL ISSUE IS A COMPUTER MAC ADDRESS, after the files in question have been deleted and the file sharing software removed, you can “Expire” their netreg status. IF THE MAC ADDRESS IN THE ORIGINAL ISSUE IS A ROUTER MAC ADDRESS THE LOCK MUST REMAIN, IT IS PERMANENT.
5. THE STUDENT/CLIENT MUST THEN REGISTER THEIR COMPUTER ON A NETREG PORT IN THE CDC OR BACK IN THEIR ROOM ON THEIR OWN. ROUTERS ARE NOT AUTHORIZED. UVM wireless is available in all residence halls beginning in the Fall 2011 semester, therefore unauthorized routers should not be necessary, but if one is detected, its registration will be blocked.

10-27-2010 Carol Caldwell-Edmonds

If you have a UVM owned machine having activation problems:

• getting it onto the UVM network will fix it.
• If it is a desktop and difficult to move, using VPN will also solve the problem.

Macs running VMware Fusion can either use the UVM VPN client or create a bridged network connection so it gets a 132.198 connection (if on a wired connection).

Product Keys

• Geoff’s site also has the UVM volume license product keys. However, even after entering these, connection to KMS is required periodically.
• If this is a UVM owned machine that is for off campus use, there is an alternate license key which can be manually entered IF the computer meets specific requirements and is eligible to use the alternate licensing (there must already be a Windows OS running on the computer, or it must have shipped with a legal license for a Windows OS originally). Please contact the UVM Computing Helpline by submitting a footprint with those details and they can forward the request for a  MAK (Multiple Activation Key) if this is the case.
• personally owned computers may not use the UVM volume license versions of Windows. Instead, a Work at Home license copy, on DVD, can be purchased at the Depot for $15, UVM ID card is required.

Many Windows 7 DVDs are technically upgrades, so when doing clean installs it may display error messages. You should check the license to see if it is an upgrade install or full installation. A common problem when installing Windows 7 using bootcamp on a Mac with this CD is that it will not accept the license key and claim it is an upgrade license.

BOOTCAMP SPECIFIC STEP:

1. Use bootcamp in Snow Leopard. (Lion includes the same utility)
2. If prompted by the setup wizard to download Windows support software, do so and note where it is stored.
3. Boot to the bootcamp partition with the Win7 disk inserted in the optical drive.
4. Reformat the Bootcamp Windows partition to NTFS using the install wizard under Custom install.
5. Highlight the drive partition where Win 7 will be installed (it will probably say BOOTCAMP) > Click on ‘Format’ > A warning window will pop up, click on ‘OK’ if you agree > Hit ‘Next’ to continue.
6. Do not enter any product keys in the setup, let Win 7 install. (Hit next without entering the product key.)
7. When the install completes, boot to the Windows 7 Partition. (Hold down ‘Option’ key on startup and select Windows drive.
8. Please continue to Windows 7 Clean Install to finish the installation

Located along with the installation file is information about our licensing agreement and the necessary files to activate the program. See the text above the “Download SPSS now” button on www.uvm.edu/software

These licenses are updated yearly, so if you get a warning that your license is about to expire, please return to the software page to check for the updated license code.

Alan Howard is the person to contact if you wish to request a CD for installation or have questions about licensing.

Politely tell others that we are unable to support all handheld devices. Help by pointing them to the resources available to them as described in the public post. If you are able to answer their questions, by all means try to help but don’t leave the impression that any tech would be able to help them should they call/walk in. Please also do not spend too long helping them, especially when there are other people waiting in line.

Footprint transfer: Computer technical support > Client Services Group > Assign Team

Roger Bombardier is the person to direct questions to in chat.

Footprint transfer:

• Account Issue: Computer Technical Support > Account Services > Assign Team
• Other Issues: Computer Technical Support > Client Services Group > Assign Team

Oracle Database Admin: Michael Grundhauser

Oracle database management team:

• Ed Malina
• Nancy Snow
• Norman Brideau
• Paul Webb
• Yan Sun

NOTE: The Oracle calendar desktop client (that you can download from www.uvm.edu/software) will only work on Mac OS 10.6.x and EARLIER. Oracle is not supporting this software for Mac OS 10.7 (Lion) and later. To continue using Oracle Calendar, the web interface linked below is the only option for computers running Mac OS 10.7, unless there is a Windows virtual machine (VM) or bootcamp partition on the Macintosh–then follow the Installation instructions for Windows inside the Windows VM or partition.

ETS documentation is also available.

You can access the calendar using a web interface located here. (the only access for Mac OS 10.7 Lion)

All UVM faculty and staff can execute these steps on their UVM-owned office computers, if they have Administrator rights on the PC they wish to join to the CAMPUS domain. At this time, ETS does not recommend joining Macintosh computers to the CAMPUS domain, due problems with the stability of that connection.

NOTES:

Computers purchased at the Depot should be already domain joined, unless the purchase order specifies NOT to join the computer.

To ensure that any new computer is joined to the CAMPUS domain, ETS recommends that the user, who will use the UVM-owned computer, should spend about 15 minutes at the Computer Depot clinic after picking up or taking delivery of the new computer to check that these settings are in place, and that the user’s netid is in the local administrator group for the computer.

ON ANY WINDOWS COMPUTER: Click the Start button, then right-mouse-click on Computer, select Properties.

A window will appear, scroll down and click the Change Settings button.

A new window will appear. Make sure that the Computer Name tab is selected. Click the Change button.

Select the Domain option, type in the path to the domain:

campus.ad.uvm.edu

Then click OK

You will be asked to enter your credentials. My netid is tsbartle

The correct way for me to login would be:

Username:campus\tsbartle

Password:***************

then click OK

Click OK to the welcome messages.

It is best to logout immediately, and then log back in to the user’s netid account. Restart if prompted to do so.

ETS documentation and resources are available and there is a mobile mailing list which you can subscribe to, to direct questions to ETS Staff members who may be better able to help. The documentation and resources hold information about email and calendar settings.

Quick questions:

Philip Plourde and Roger Bombardier will probably deal with the Sharepoint questions. You can ask them over chat or drop by their office if you think the question can be resolved quickly.

Footprint transfer:

• Make sure you have the client’s contact information in the footprint, full name and netid. Document what you have already covered with the client and what help they need with Sharepoint.
• copy/move > Computer Technical Support>Client Services Group>Assign Team

SAA attention:

If you think there is a server side issue, you may want to notify Geoff Duke or Greg MacKinnon over chat.

• Make sure you have the client’s contact information in the footprint, full name and netid. Document what you have already covered with the client and why you think this may be an SAA problem.
  • server issues usually interfere with multiple sites, but not necessarily
  • rule out account access issues: did the client login using a CAMPUS domain joined Dell? If not, they need to type campus\netid when logging in–have them try that.
• copy/move > Computer Technical Support>System Administration>Assign Team

There is a comprehensive how-to page, which should be able to answer most questions.

You can access Sharepoint by using your UVM netID and password. Should you have problems logging in, please have a look at the information on this page, which answers common login problems. Usually, if you prefixing your netID with CAMPUS does the trick. So, login with “CAMPUS\jdoe” instead of simply “jdoe” if your netid is jdoe.

This post is password protected. To view it please enter your password below:

Password:

Instructions for PC OR Mac:

• Click Tools > Account Settings
• “Composition & Addressing” in the list on the left
• Under “Addressing” in the section on the right; select “Use a different LDAP server:”
• Choose “UVM Directory” from the drop-down box and click OK.
• If there is no drop-down, please follow the manual instructions below.
• When composing an email, suggestions will be offered when you enter the last name of an individual.

Manual instructions

If UVM Directory is not available in the drop-down menu:

• Click “Edit Directories”
• Click “Add”
• In the General Tab; manually fill the sections in bold below.
  • Name: UVM Directory
  • Hostname: ldap.uvm.edu
  • Base DN: dc=uvm,dc=edu
  • Port number: 389

Calls: The Helpline tech should make a footprint and send it to the correct team for a token, usually Account Services in Computer Technical Support. Ideally, you conference a caller through to Account Services directly (6-2006). But in the event that they are busy with other callers, you need to move the Footprint to Computer Technical Support and assign Account Services. If the caller is from a college that has IT support services, move the Footprint to that workspace.

Direct Footprint request: try calling the client if a phone number was provided. If you cannot connect the client with account services, move the Footprint to Computer Technical Support and assign Account Services. If the caller is from a college that has IT support services, move the Footprint to that workspace. Be sure to email the client a copy of the footprint.

CDC:

If a faculty or staff member comes in to the CDC for help with a locked disk, you should try calling Account Services for them from the CDC, but if you cannot get through, enter a footprint and proceed just as the Helpline instructions indicate. Alternatively, you can explain the process for unlocking the PGP encrypted disk as detailed here, and they can call for a token in the relative calm and quiet of their office as opposed to the busy environment  of the CDC. The length and complexity of these tokens (see screen shot below) are reasons to recommend that the faculty or staff person call for the token from the privacy of their office. A judgment should be made determined by the current conditions in the CDC.

An example:
The image below shows the one-time-use token issued to me to unlock my disk. I strongly recommend that clients press TAB to show keystrokes as they type these in for obvious reasons. Helpline and CDC techs, including staff, cannot issue tokens, so this image is for your information and understanding only. Note that when Account Services located my netid in the PGP database, it was associated with 9 computers: I am an enrolled user for all the Helpline, CDC, and some ETS computers. So, we had to locate the particular locked disk, which we did by noting it was a 40GB VM running Win 7. That is how we identified WHICH computer was locked. This is important because the token is assigned to the User for ONE disk only.

Normally, when one logs in to PGP with the netid password on a UVM PC joined to the CAMPUS domain, the user is passed through windows authentication and arrives at the desktop for their account. However, in this case, a token was used to get past the PGP login, so pass-through credentials won’t work. Note that I did not forget the correct password, I just (puposefully) entered it incorrectly too many times. I did not need to reset any passwords. After restarting the computer, I entered the correct netid password at the normal PGP login screen (first image above) and it worked fine. Being locked is due to typing in a password incorrectly.

Resources for information needed to do the quizzes on PGP

https://www.uvm.edu/it/security/encryption/ and all sublinks from this page in the menu on the left

Vendor provided help files at:
https://pgp.custhelp.com/app/home/

Other PGP documentation in the Helpline Knowledgebase

Experience on the job

Additional Resources, over and above what is needed for ETS training quizzes:
Vendor provided online training:
https://www.pgp.com/products/technical_education/course_description.html
includes a certification exam

Printing services are available at numerous locations on the UVM campus. Some locations requires you to use CatScratch, others may allow you to use cash.

Some locations:

• UVM’s Print & Mail Center
• Bailey/Howe Library
• Waterman Computer Lab (CatScratch only)
• College computer labs

If you encounter problems, please talk to the people on-site.

For information on using your own printer at UVM, see the article on student-owned printer setup for MAC or PC.

Note: the PGP desktop client screen may vary in appearance (color, logo) due to the version of PGP installed.

This is the normal PGP login screen: One should enter a netid account password (same as webmail and Peoplesoft login)

If the user enters an incorrect password more than 13 times, they will see the screen below. . Note how very similar it is to the regular login screen, differing only in the message below the box where one types in the password.

If the message, “Current disk is locked. User authentication is not possible” appears under the box where a user types their password, a one-time-use token must be requested. Account Services is able to give out these tokens. Arts and Sciences and COMIS faculty and staff should contact their college IT support department. All other faculty and staff should contact the UVM Computing Helpline (802 656 2604) to be connected to Account Services, or have the Helpline send their Footprint sent to Account Services.

After one enters the one-time-use token, one must then log in to Windows or Mac OS. Here the regular netid password works.

Because Macintosh computers are not joined to the CAMPUS domain, the Mac OS login screens will vary according to individual configurations, but the screen should be the normal account login screen.

A locked disk MAY be associated with a recent password change, however. See the knowledge base article on PGP: Password changes-Windows, or PGP: Password changes-Mac for details.

UVM Faculty and Staff normally use laptops joined to the CAMPUS domain. If a faculty or staff person receives an email message letting them know that their password will expire, the recommended process for changing the netID password on a laptop with a disk encrypted with PGP is as follows:

IF THE PASSWORD HAS NOT BEEN CHANGED AT www.uvm.edu/account:

1. Restart the computer
2. Log in to PGP with the current (old) password. You should pass through to your Windows desktop in your netID account in Windows
3. Open a browser (Firefox)
4. go to www.uvm.edu/account, follow the link to change your password
5. be sure to remember the new password AND the old password for this process
6. do not restart, do not log out, press Ctrl-Alt-Delete and choose “Lock this Computer” the first choice in the list (NOTE: this is NOT related to having a disk locked by PGP, you are locking your Windows account temporarily to force a password change)
7. Press Ctrl-Alt-Delete again, this time to UNlock the computer, and you will see the Windows login screen
8. enter the NEW netID password that you just entered
9. Restart
10. at the PGP login screen, enter the OLD netID password.
11. You will next see the error: The user name or password is incorrect. Press Ctrl-Alt-Delete and enter the NEW netID password.
12. Restart
13. now use the NEW netID password  at the PGP login screen.
14. You should be passed through to your normal Windows desktop in your netID account

This process assures that the pass-through authentication in Windows will work after a password change.

IF THE PASSWORD HAS ALREADY BEEN CHANGED AT www.uvm.edu/account:

Start at step 9 above.

If these steps fail, please contact the UVM Computing Helpline at 656-2604 or email helpline@uvm.edu. DO NOT send the Helpline your netID password for any reason. You may need to arrange for a site visit by an ETS client services staff member.

The CDC techs will not run a full recovery operation in the Computer Depot, because it is too resource demanding. We send the drive to Waterman and run Data rescue on it, and we charge the current one-hour labor rate, minimum 1 hour. Departmental IT support staff can purchase Data Rescue for their Dept for about $100, so that may be more cost effective.

You need an external drive to put the data on, and an extra computer–you boot to the functioning computer  (for PC boot to disk, for Mac install Data Rescue on the functioning computer) and run the process on the failing hard drive which you remove from its computer, and connect to that functioning computer with a USB adapter kit.

We currently use the software product Data Rescue 3 by Prosoft.

• If the drive cannot be recognized/seen by the copy of Data Rescue on the CDC MacBook Pro, do not suggest this option. The client may insist attempting the recovery, but they may be spending the one-hour labor fee for no result. Do not start a recovery process in the CDC while it is open.
• The request must be entered as a work order
• Minimum one hour labor fee, whether the data is fully recovered or not–see Depot staff for current hourly rate
• Can be done for Apple or PC hard drives
• Additional labor if a tech spends additional time sorting through data or restarting the process (can occur on a badly damaged drive–you need to restart the process, but it does pick up where it left off)
• The client can save fees by coming in and sifting through the data
• CDC equipment can be used AFTER HOURS ONLY–this is for small recovery jobs that will complete overnight–you will know because Data Rescue provides accurate time estimates for recovery.

Data Rescue 3 is kept in the Helpline Manager’s office or CDC resource CD case. The Mac version must be installed on a computer–we have one license, so that computer is in the Helpline/CDC project room in Waterman. The PC version requires the disk–it runs from the disk when you boot to that CD.

• The initial interface is the same for both PC and Mac versions
• You can do a recovery WITHOUT a destination drive connected–the program allows you to add one later without losing any of the recovered data.
• You can get data from a partial recovery in a convoluted way: note the time that the recovery operation hangs, there is a screen showing elapsed time. Then run the recovery again and stop it before that time, save the recovery files, and see what you get. The process will hang if it reaches a sector/block that it just cannot read.

NOTE: OS 10.7 Lion does not ship with disks. Booting to the recovery partition will allow access to these same tools. In the Recovery Partition, choose Disk Utility in the list, then under File in the Menu, choose change password.

CD:

To reset a Mac OS X account password, start-up the computer using an Apple Software Restore disc (included with newer Macs) or a Mac OS X Install disc. It is best to use the same disc from which OS X was installed. Do not use a disc with a version of OS X other than the one installed on the computer or it may not work. For example, if you reset a password on a computer running Mac OS X 10.3 with an OS X 10.4 disc, you will not be able to log into the account.

1. Insert the disc, restart the computer, and hold the C key when you hear the start-up sound. You can release the key when the gray Apple appears.
2. It is normal for the computer to take longer to start-up from a CD or DVD. The disc will automatically start the OS X installer but you do not need to reinstall OS X. If you are prompted to select a language and you do not see the menu bar at the top of the screen, click the right arrow button to proceed to the next step.
3. Mac OS X 10.4.x and 10.5.x:
   Choose Reset Password from the Utilitiesmenu.
   

   Mac 10.7.x
   

4. Select the hard drive (e.g. Macintosh HD) at the top of the window.
5. Select the user account you wish to reset. Important: Do not select “System Administrator(root). This is a reference to the root user. Do not confuse it with a normal administrator account.
6. Enter the new password in the two boxes. In Mac OS X 10.4, you can also include a password hint.
7. Click the Save button.
8. Click OK on the message confirming the password has been reset.
9. To close the password reset utility, select Quit Reset Password from the Reset Password menu.
10. Restart the computer by choosing Quit Installer from the Installer menu and click Restart or Quit when prompted.

Terminal:

1. Boot into single user mode (press Command-S at power on)
2. Type fsck -fy
3. Type mount -uw /
4. Type launchctl load
5. /System/Library/LaunchDaemons/
6. com.apple.DirectoryServices.plist
7. Type dscl . -passwd /Users/username password, replacing username with
8. the targeted user and password with the desired password.
9. Reboot type reboot

Below is a screen shot of the web interface one uses in the portal to request a preferred name. Note that this is for STUDENTS. To access this page, log in to the Portal, Student Tab, Personal Information section, link for Change your preferred first name and pronoun. Fill in the boxes for name and pronoun.

DETAILS:

Internal Communications:

Examples: student calls the Helpline or comes to the CDC. Faculty and student interactions; student and staff interactions.

Use the preferred name listed. Only faculty see preferred pronouns in the class lists.

External communications:

Examples: Parent calls the Helpline on behalf of the student—see FERPA training. Any non-UVM affiliate inquiring about a student (includes parents)

Use the legal name. If you are ever in doubt about what to say to a parent, conference the call directly in to the registrar’s office 6-2045.
Changing a legal name is done by submitting the proper forms to the registrar and then account services does those as they always have done them in the past. NO UVM WEB INTERFACE exists for changing a legal name. When people call the Helpline to ask that their legal name be changed, get the info and move the issue to account services as we always have done in the past.

If a student checks this box (above), the entry in LDAP is altered during the OVERNIGHT update process—hence the 24 hour delay, “effective the next day.” We may get calls if a student does not notice that note—the name will not immediately change in the directory or in any LDAP fed field.  The update happens overnight—so if the change is made at 4 am, that night’s update has already run and it will be the next day after that.

THE LDAP ENTRY WILL ONLY SHOW THE PREFERRED NAME IN A REGULAR SEARCH ONCE THIS BOX IS CHECKED. A search made in the Helpline Lookup page WILL SHOW BOTH. This may be useful when you are trying to be sure you are looking at the correct record.  Be very careful about accessing a private directory entry. Do not give out information—ask the client to provide it to determine if you have the correct record. A student can go in and check this box at any time—make changes in other words, and it will take effect the next day.

If a student checks this box (above), the record becomes flagged “private” in LDAP and the person’s info will not show up in a basic search. Most of these records will show up in the Helpline Lookup page. If you can’t see a record, send the issue to account services.

Any student can use this form to set a preferred name to any preferred name they like. The only error checking on the input is code that disallows numbers.
We have always used the netid as our means of identifying records in the Helpline and CDC footprints projects. The netid is not affected by this process. Only a legal name change request will affect a netid.

Please see the information available on http://www.uvm.edu/~lgbtqa/?Page=transpolicies.html and http://www.uvm.edu/registrar/?Page=policiesandprocedures/p_preferredname.html&SM=p_menu.html for more details on the policy behind the preferred name option.

Removal tool for:

• Mac – download tool
• PC – download links

The current UVM supported is Windows Security Essentials, which can be obtained from the UVM software site.

Student computers, and only those purchased from the Depot, can only make use of our Litetouch service to restore the OS they purchased, which should be evident from the sticker on the base of the computer. If they purchase a student license upgrade, we can use litetouch as long as they show us the CD and its Product key.

How to use Litetouch to install a Windows OS:

1. Restart the computer.
2. Tap F12 at the Dell splash screen.
3. Select onboard NIC
4. Hit F12 when prompted, to continue (there is a timer, you will have to restart the process if you miss it)
5. Select Litetouch
6. Select Run deployment wizard
7. Enter your credentials
8. Select OS according to laptop/license
9. Computer name
10. Do not join to the CAMPUS domain unless it is a department computer (UVM owned)
11. ‘Workgroup’ in workgroup when not domain joined
12. Do not restore
13. English
14. Choose applications – only install MS Office if it is a UVM owned machine
15. Set service tag or netid for password – document which one in the footprint

If you lose the wizard, type wpeinit in the command prompt to relaunch it.

Helpline and CDC Service area practices:

Although no university level policy oversees the daily operation of the ETS service areas, those listed above directly affect how we conduct our services. In addition, the following best-practices are observed:

ETS technicians work in close contact with students, faculty and staff and often have to assist clients with personal data. The Computer Depot Clinic and any ETS service area should offer a respectful, professional atmosphere where all UVM personnel can find reliable help with their computer problems.

• Technicians should encourage the client to work on their own computer, but if they handle the computer, care must be given to ensure that images, text, or other data is respected.
• Privacy should be respected: ask the client to select files to open or email messages to open if you need to open such files in the process of diagnosing/testing a computer.
• The technician must also work in a comfortable environment, so if a background image is offensive to the technician, for example, that technician could discreetly and respectfully ask to resume a blank desktop temporarily.
• Specific guidelines must rely on UVM established policies. In practice, it is the responsibility of the shift Lead tech to set the standards of professionalism and to answer questions for student technicians and clients if necessary.

One example of software that we do not support but sometimes help with is Outlook. When there is an issue that you do not know how to resolve and/or the software is unsupported, the footprint should be escalated to Computer Technical Support, if the client is a faculty or staff member.

Move to Project “Computer Technical Support” as Open issue
Assign Client Services team
Examples of issues to send to Client Services

• an issue you do not know how to resolve. – Check with leads and Carol/Client services over chat if available.
• If the client (faculty/staff) needs a site visit.
• If someone is being rude or inconsiderate.

Client services staff are full time staff people who support the helpline and CDC. They are essentially our next tier of support. If you don’t know how to handle an issue, these are the people to ask. Their primary job is to provide direct client IT support.

1. Get student’s NetID and console’s MAC address (numbers 0-9, letters A-F, looks like: 00-18-8B-10-B1-E1)
2. Assign to GameRegistrations group in the Helpline Footprints project

Helping a student access their records (95-number, class registration, financial information, etc.)

1. Try directing the student to the Student ID lookup in the Portal: (The student must know their netid and password to do this)

• login to myuvm.uvm.edu
•  Student tab, Personal information, link – “What is my 95 number?”

2. Transfer phone calls to the Registrar’s Office (ext. 6-2045)
3. Footprints request

• Add registrar@uvm.edu to the CC list
• Add contact information for Registrar’s Office to Description field
• Close ticket, be sure email is sent to the client

Requests to speak to manager about operations, selling software or equipment to Helpline, etc.

1. Take down all of caller’s contact information and the nature of the request
2. Assign a footprint to Helpline-CDC management team and/or Director of Client Services

Questions about purchasing computers or software

Transfer the call to Depot Sales in the Bookstore at 6-3067. Clients may also email depot@uvm.edu with sales questions. The Bookstore does NOT use Footprints, so only enter a footprint to record the call, close it, and cc: depot@uvm.edu to make them aware of the request.

Questions about repair status of a computer

If a caller asks for an update on a hardware repair work order, check for their netID in the Computer Technical Support Footprints project using a keyword search.

IF YOU LOCATE THEIR FOOTPRINT: Update the ticket, tell them the latest entry, and when you save the issue make sure that you check the box for the contact to receive email.  Then let the client know that replying to that footprint in the future puts them in direct email communication with the Hardware repair team.

IF YOU DO NOT LOCATE A FOOTPRINT: Create one in the Helpline footprints project, get all of the details, save.  Then move that footprint to Computer Technical Support and assign the CS Hardware Team:

CDC follow up calls

1. Look up the netid in the CDC Footprints project, update the caller of the status and update the footprint.

2.  If there is no footprint, create one add the details and move it to the CDC Footprints project. Set the status to HL referral. Assign CDC team, or transfer phone call (do not give out CDC number)

Network Issues

Large-scale network outages should be called in to Network Services 6-8888
Individual issues can be sent to the Network Services Footprints project “Network  Data Trouble reports” in the drop-down list of projects for “Copy/Move”, Move to Another Project, in Footprints.

When you escalate an issue to network services, be sure to first eliminate other possible causes of the connection problem. Then include the person’s MAC address and current IP address in the footprint before you move it to network services’ project.

User Manual command
# man

Change Directory, to navigate the filesystem:
# cd

List, to list the contents of a directory (answers the question WHAT is in the current directory)
# ls (-al)

Print working directory, print your current directory (answers the question WHERE am I in my file structure)
# pwd

Move or rename a file
# mv

Copy a file
#cp

Read contents of a file
# cat

Open a program
# open

Find anything
grep (multiple)
# grep
# ls | grep

Kill a process (you need the process id, found with the ps command)
# kill -9

Show current processes
# ps -A

Spotlight search
# mdfind

Network interface configuration
# ifconfig
(optional)

Start DHCP on an interface
# dhcpd

Add a default gateway to your routing table
# route add default gw

Change permissions on a file
# chmod

Change the password
# passwd

Run a command as another user (default root)
# sudo

Enter superuser (root) mode
# su

Remove a file
# rm

Remove a directory
# rmdir (for recursive removal, use: -rf )

Shutdown or reboot the computer
# shutdown
# reboot

Trace a packet’s path through the network to a destination
# traceroute

Unmount a device/volume
# umount

Mount a device/volume, or see currently mounted devices
# mount (optional target)

Display users logged on
# users

Display your current working account
# whoami

Print environment variables
# printenv

Print your path
# echo $PATH

Tells you where the command you are looking for is located
# which

Secure shell logon to a remote server
# ssh

Computer Technical Support–includes Account Services and Client Services escalations, by far the most frequently used. NOTE: Footprints submitted to the ETS Footprints system (from www.uvm.edu/it/help) ALWAYS go to the Helpline first.

Peoplesoft Help Desk–Often clients email Helpline instead of the Peoplesoft Help desk. These requests will detail expense report questions, ask for staff to be assigned roles, etc, all dealing with payroll issues.  Move to this project and assign:

Peoplesoft Footprints submission page for clients:
https://footprints.uvm.edu/catalystgroup.html

RSENR Tech–supported by an ETS professional and temp employee support specialists, assign any faculty/staff issues from the Rubenstein School of Environmental and Natural Resources–check the Building and Affiliations fields in Footprints to know where the faculty/staff member is working.

Phone: 656 0715

RSENR Footprints submission page for clients:
https://footprints.uvm.edu/rsenr.html

CNHS–Supported by a full time IT porfessional who works for CNHS, assign any faculty/staff issues from the College of Nursing and Health Sciences–check the Building and Affiliations fields in Footprints to know where the faculty/staff member is working.
CNHS Footprints submission page for clients:
https://footprints.uvm.edu/cnhsgroup.html

College of Medicine–for issues concerning any student, faculty, or staff computer issued by the college of medicine. Note that the person may work for the college of medicine, but the computer may be UVM owned–it is the computer for which you must determine ownership for these people. Computers owned by the College of Medicine should be referred to their project.  Personal computers owned by the client or staff machines owned by UVM (or grant funded purchases) stay in the Helpline and Computer Technical support projects.
COMIS Footprints submission page for clients:
https://comis.med.uvm.edu/footprints/default.aspx

BlackBoard Support–escalate BlackBoard issues which concern faculty.  We handle student issues unless unresolved by our efforts, or the faculty member whose course the student is in says the issue cannot be resolved by her/him and the student.

Arts and Sciences Computing–rarely used, they have their own request page, but check the Building and Affiliations fields in Footprints to know where the faculty/staff member is working. Arts and Sciences is a BIG College, so the departments are listed on their site at: http://www.uvm.edu/artsandsciences/forprospstud/?Page=interest.php

College of Arts and Sciences

Andrew Hendrickson – Tech Support Manager

Phone: 656 7971

Footprints submission page for clients:
https://footprints.uvm.edu/ashelp.html

CESS  — The College of Education and Social Services is supported by dedicated IT staff members, Footprints should be moved to the “CESS Footprints” project. Check the Building and Affiliations fields in Footprints to see if the faculty/staff member is working for CESS or CDCI (a department of CESS), those two departments should go into “CESS Footprints” project.

Further contact information: http://www.uvm.edu/~cess/tft/

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Password:

NOTE: this is dated, but the information still applies, especially concerning STEP 4

COMPLETE TUTORIAL PODCAST: https://www.uvm.edu/~helpline/podcasts/UVMfs/etsvideos/FileMakerPro/FileMakerPro.html

Use the shortcut for the Depot Database Launch on the iMac Dock (pictured to the right of the folders)

Use the GUI to Create a New Work Order
You can scan in the MAC serial number or Dell service tags.

If the information auto-fills, the computer was purchased here. If not, and the computer is a Dell Latitude series or Mac, fill in the fields for each step. Other computer makes/models are not serviced by the Depot. For Gateways, check with the hardware triage tech.

Service Type: usually Carry in.

Customer info must be typed in; only UVM owned computers are “Type: Department”

WORK ORDER ENTRY STEP 4: WORK REQUESTED
THIS FIELD IS ESSENTIAL. Type symptoms, list any diagnostics done, be specific, but DO NOT DIAGNOSE:

A diagnosis would be “dead hard drive”. This is not what we want. Instead you would want to put something more general, such as “user reports computer freezes, ran extended diagnostics, failed the short test with code…”

As of 2012, there is now a data backup field on this page (radio buttons). If there needs to be ANY data backup, not only put that in the ticket, but select the DATA BACKUP NEEDED button as well.

Step 5: Enter your NetID for “Work order taken by: ______”

The customer will get a copy of the work order emailed to them. The thermal printer next to the iMac will print a copy of the work order to attach to the computer. Once the paper copy is attached to the computer, put the computer on the “CDC Incoming” shelf in Sue’s office. If Sue is gone for the day, place the computer in one of our cabinets and update the ticket to reflect that it needs to be moved into Sue’s office the next morning.

IF PAYMENT IS DUE: The customer must pay at the sales counter BEFORE we put the computer on the rack in the back for repair.

SimpleHelp works on both Windows and Mac OS systems.  It does not require any additional software other than a web browser and Java.

The Client Side:

In order to connect to a client’s desktop remotely, they must first navigate to UVM’s SimpleHelp server.

Instruct the client to open a web browser and go to http://simplehelp.uvm.edu/

The client may receive one or several messages requesting permission to run the application, and they should click Yes or OK to continue.

**NOTE: Both the client’s and tech’s machines MUST have Java in order to use SimpleHelp.

If the client’s machine does not have Java, SimpleHelp will display a message with a link to download Java.  They should follow it and install Java to continue. IF THE CLIENT DOES NOT HAVE ADMIN PRIVILEGES ON THE COMPUTER, THEY CANNOT INSTALL JAVA. To proceed, ask them to have someone with admin access to the computer to log in (someone else in their office area, or a supervisor or other staff). Your client can still use SimpleHelp while the administrator account is running–you will need to add the client’s account to the admin group if appropriate, using your netid-tech account (LEADS and STAFF)

Once connected, the client will receive a Disclaimer message from ETS, verifying that the program is indeed of ETS origin.

The client will then be prompted for a name, which they should enter, and click “Submit (Secure)” to enter the queue page. A box will then appear asking them if they accept the tech’s access to their machine. They MUST accept this access to continue. After doing so, they will enter the queue page, which will look something like this:

Now the client is ready for the tech to remotely control their machine

The Tech Side:

Start by using a web browser to go to http://simplehelp.uvm.edu/tech.  Notice that the address is identical to the client portal, except for the “/tech” at the end.

Just like the client, the tech may experience several messages requesting permission to run the program or telling them to download and install Java.  After the tech has given the program permission to run and Java is properly installed, they will be connected and asked to log in, with a message box that looks like the following:

The tech should use their NetID and Password to log in.

The tech will then be connected to the queue page, where they can view all available clients who are waiting for remote support.  It looks like the following:

Other than the client’s name, the tech can also view the client’s Operating System, the client’s OS User Name, and some other bits of info.
When the tech selects the appropriate client from the list, the “Connect” button on the far right (not pictured) will become clickable.  Click this button to gain control of the client’s machine.

Now a new window will pop up, in which the tech views and controls the client’s desktop, pictured below.  There is also a chat function, shown below on the right, with which the client and tech can easily communicate.

Depending on the work that the tech will be doing, they may find it useful to change the zoom or view settings of the client’s machine, or may even want to view the client’s computer in Full Screen Mode (shortcut: Alt-F12).  The latter will make it appear as if the tech was actually sitting in front of the client’s computer.

Now you are ready to provide remote assistance to the client’s computer.  There are many other features of SimpleHelp, discussed in greater detail below.

SimpleHelp Advanced Tools and Features

This article describes some of SimpleHelp’s features beyond simply connecting to a client’s remote desktop.  For a walkthrough of the connection process, please see the “Using SimpleHelp to Connect to a Remote Desktop” reference document.

Once connected to a remote desktop with SimpleHelp, there are several tools and functions that may be helpful while troubleshooting and resolving computer issues.  There are three “Modes” in SimpleHelp (Remote Screen Mode, File Transfer Mode, and Diagnostics Mode), and the tech may switch between them by clicking the left-most button on the top toolbar, as shown below.

Remote Screen Mode is the default mode, in which the tech can view and control the client’s desktop remotely.  The other two modes are discussed below.

File Transfer Mode:

In File Transfer Mode, the tech can transfer folders and files to and from the client’s machine, create a mirror file, create folders on both machines, rename folders and files, and delete folders and files.  This is what the File Transfer Mode looks like:

On the left side is the tech’s “Local Machine” and on the right side is the client’s “Remote Machine”.

To transfer a folder or file, start by navigating to the destination folder where you would like the file to go on the recipient computer.  Then find the file that you would like to transfer, and select it. Depending on which direction you are transferring a file, either the “Put” button or the “Get” button will become clickable (as seen above with the “Put” button).  Click the button, and a copy of the file will be placed on the opposing machine in the displayed folder.

The mirror file functions are very similar to the Put and Get buttons, but with an added function.  If the original file is changed while File Transfer Mode is still up and running, than SimpleHelp will change the mirrored file on the opposing computer as well.  Note that once the tech leaves the File Transfer Mode, the mirrored file will no longer reflect changes made to the original.  Also note that creating a mirror folder creates mirrors of all its contained files, but the folder properties, such as its name, are not reflected between machines.  In fact, if the original folder’s name is changed, the dynamic link will be broken, and the mirrored files on the opposing machine will no longer reflect changes.

At the bottom of the File Transfer Mode screen is a progress area (pictured below), where the tech can monitor and manage current and past file transfers, and where where the Tech can find the all-important Refresh button.

If changes are made to files or folders of either system, press the Refresh button to update the directories shown in File Transfer Mode.

Diagnostics Mode:

The final mode of SimpleHelp allows the tech to view the Stats and Info of the client’s machine.  Press the Gather Stats and Info button at the top of the screen to collect this information.  Once collected, the information is presented in a number of tabs.  The Stats tab will display graphic displays of system usage and performance.

The Apps tab (pictured below) will display all currently running processes, similar to Windows Task Manager’s Processes tab.

The Info tab displays information such as the computer vendor and model, Network cards, MAC addresses, IP addresses, Windows’ Scheduled Tasks, and installed drivers.

The Console tab (pictured below) allows the tech to perform a command and view its output, similar to using the command prompt or terminal.
Note that NOT all commands that work in command prompt will work in SimpleHelp’s Console mode.
In the command list, there are 3 different symbols used to show the progress of the inputted command.
A red “X” = command failed
A green play button (pictured below) = command is currently in progress
A blue Info symbol = command succeeded and the output is viewable

While the Console tab is neat, it’s not terrifically useful, since the tech is already connected to their remote desktop, and the actual command prompt is only a few clicks away.

Lastly, there is the Services tab, where the tech can view the client’s services and some of their properties.  The tech can also Stop, Start, and Remove services, and also Set Service Startup Mode (Auto/Manual).

Connection Tuning:

If the tech’s remote control of the client’s desktop is choppy or slow, then the tech may want to adjust the settings in the Connection Tuning settings by clicking the tool button in the top toolbar (pictured below).  Here the tech can trade off visual definition for smoother control of the remote machine.

Tools Drop-down Menu:

There are several other tools available to a tech in the Tools menu, found in the top left corner of the SimpleHelp screen, and pictured below.  Here are some of the more important, relevant options from this menu.

- “Disable Control” turns off the remote control of the client’s machine until the tech re-enables it.
- “Restart remote computer” does just that, and the Tech can even select to reboot into Safe Mode, but the SimpleHelp connection is lost and needs to be restarted from scratch.
- “Start Duplicate Session” allows another tech to join in on a SimpleHelp session.  Multiple techs can view and control a single remote desktop, and the only limitation is the remote machine’s CPU.  This is also useful for passing off a client from one tech to another.
- “Get session debug info” creates a log file intended for debug purposes when a session fails.  And a quote from SimpleHelp’s online Technician guide:
“The debug text file can be submitted to contact@simple-help.com for further assistance.”
- “Export Screen to an image…” will create an image file of the remote machine’s screen.

DO NOT UNDER ANY CIRCUMSTANCES USE “Install a persistent SimpleGateway Connection” BECAUSE IT MAKES THE SYSTEM VULNERABLE. INSTALLING A PERSISTENT CONNECTION WILL BE CONSIDERED A SECURITY VIOLATION ON THE PART OF THE TECH THAT INITIATES IT AND MAY RESULT IN DISCIPLINARY ACTION.

SimpleHelp is a web-based remote desktop assistance application that works with both Windows and Mac OS systems.  It does not require any software other than a web browser. However, if you are off campus, you must have a high-speed internet connection for Simplehelp to work. On campus, a wired internet connection is recommended for best speed performance.

To Receive Help:

When working with a UVM ETS Tech, typically on the phone, they may ask if you would be willing to have them use SimpleHelp to help resolve your problem.

In order for a UVM ETS Tech to connect to your computer, you must first navigate to UVM’s SimpleHelp server.

Open a web browser and go to http://simplehelp.uvm.edu/.

You may receive one or several messages requesting permission to run the application, and you should click Yes or OK to continue.

**NOTE: You MUST have Java in order to use SimpleHelp.

If your machine does not have Java, SimpleHelp will now show a message with a link to download Java.  You should follow it and install Java to continue.

Once connected, you will receive a Disclaimer message from ETS, verifying that the program is indeed of ETS origin.

You will then be prompted for a Name, which you should enter, and finally click “Submit (Secure)” to enter the queue page, which will look something like the following:

You are now ready for a UVM ETS Tech to remotely control, and fix, your machine. Communication will typically be over the phone as the technician takes over you computer, but there is a chat interface that may be used as well. You can terminate the remote connection at any time by closing the browser.

Domain joined computers (Generally PCs only)

Department printers will be on one of the servers below – you need to be on a domain joined computer to have access to them.

• Type one of the following addresses into the:
  • \printers1 or \printers2 or \printers3
  • XP: Start Menu > Run… box
  • Vista/Win7: Start Menu > Search box
• This will open a window with a list of printers, if you do not find your printer on one server, you may want to try the other two by repeating the step above.
• Right click on the correct printer and select “Connect…”
• This will automatically install that printer to your computer.
• You will be able to see it in your printer list at Control Panel > Devices and Printers.

Vista Enterprise Volume: VKK3X-68KWM-X2YGT-QR4M6-4BWMV

Windows 7 Enterprise Volume: 33PXH-7Y6KF-2VJC9-XBBR8-HVTHH

For more information on activation issues associated with Microsoft Operating Systems, see the following:

Windows OS activation issues

Windows on a Mac or clean install on a PC

• Phone numbers are mandatory in the process of filling out a luminis request, please use this as the primary follow up, if they do not answer then continue with the options below.
• If it is possible give them their netid; do not do so if you cannot identify them by their name.
• If you have their netid, you can check them using the user look-up page; it may help you identify the problem. (Password expiry, account locked etc)
• Remove paragraphs as required, if they have webmail access they won’t need to activate their netid.
• Check the footprint to see if they are former students or if they are new admitted students.
• Add your own signature to the end.

There are four Quick Description responses to use for Luminis requests, which will appear under the “Quick Descriptions” tab within the “Description” box when replying to a footprint. Be sure to double-check the footprint and the user look-up page before selecting a Quick Description.

The four aforementioned Quick Descriptions are as follows. Be sure to fill in all blank spaces with the client’s name/NetID when responding to the footprint:

“Luminis-NewAdmit” – Use this Quick Description if the client registers on the footprint as a “New Admitted Student”

Dear [______],

To login to the myuvm.uvm.edu page, please use your netid which is: [______], and the password that you use for webmail. The 95 number is not the UVM netid. According to our lookup, your account is active and looks fine on our side. If you have not activated your netid or are possibly entering the password incorrectly, you can change or reset it at www.uvm.edu/account

Click the link:

“Set up your NetID or reset a forgotten password”

to reset your password. If you still need assistance, please reply to this email or call the Helpline at the number and hours below.

*signature*

“Luminis-FormerStudent” – Use this Quick Description if the client registers on the footprint as a “Former Student” and is NOT currently affiliated with UVM.

Dear [_______],

Our lookup shows that your account status is “former student.” Your former student status will enable you to use netid:

 [_______]

and a password that you can set at www.uvm.edu/account to request transcripts.

More information can be found here: http://blog.uvm.edu/helpline/accounts-student/

If you have left UVM for over a year, your account has gone through the automated purge process which happens a year after graduation. You will no longer have access to most of the features of your account; if you need access to your unofficial transcripts, you may need to reactivate your netid.

To activate your netid or to reset a forgotten password, please go to the Account page: https://www.uvm.edu/account/ and click on the link to “Set up your NetID or reset a forgotten password“. You will need your SSN and DoB. Once you have reactivated your netid and set up a password you will be able to log into myUVM or you can go to the registrar’s page and log into banner using the Former Student’s link. If you are unable to activate or reset your password using your SSN and DoB, please contact Account Services at 802-656-2006 to obtain a temporary password.

*signature*

“Luminis-ExpiredPassword” – Use this Quick Description if the client’s password registers as “expired” on the user look-up page.

Dear [______],

Our records indicate that your password has expired and needs to be updated.  This can be accomplished at https://www.account.uvm.edu or https://www.uvm.edu/account. Click on the link to change your password;  you will need your netid and current expired password. If you have forgotten your password, then click on the second link to reset it, in that case you will need your student id number (95X-XXX-XXX) or Social Security Number, your birthday, and possibly your CATcard number.

If you are unable to reset your password, or reset your password and still cannot gain access to your account, then please either respond to this email to reopen the issue or call UVM Account Services at (802) 656-2006.  For other computing questions, please call the UVM Computing Helpline directly.

*signature*

“Luminis-SeemsFine” – Use this Quick Description if the client is not a Former Student/New Admitted Student, and if their password is not expired according to the user look-up.

Dear [_______],

I looked up your account online, and according to what I can see your account should be working.

If you are having trouble logging in, first try changing, and if that doesn’t work, resetting your password through www.uvm.edu/account .  You will need your Student ID number or Social Security Number, and will also need your birthday and may be asked for your CATcard number (which is on your UVM ID card).

If you are unable to change or reset your password, or if that doesn’t help you gain access to your account, then please reply to this e-mail or give us a call at (802) 656-2604.

*signature*

Kronos is the system that keeps track of time worked by hourly ongoing employees.  There are networked time clocks all around campus, and with a card swipe, they send start & stop times to the Kronos server.  From there, hours worked are sent to PeopleSoft so that people get paid correctly.

Those responsible for troubleshooting the use and performance of the application:

• Alan Anderson and Mary Parent
• Footprint transfer > Computer Technical Support > Client Services Group > Assign Team

Program support for both Famis and Kronos: (if the client needs a new account for these systems, the following staff should be assigned as individuals in the Footprints assignee list)

• Chris Behr
• Geetha Ramanathan

What to do if a client calls the Helpline:

• troubleshoot to determine if the issue really is the application–is it the network connection? browser cache? what changed last on the system?
• if client is having problems logging in, first advise them to visit http://www.uvm.edu/eas/ and select FAMIS or KRONOS PROD to re-direct to the appropriate login screen. if this doesn’t work, continue with the following steps.
• enter detailed information into the Footprint.
• save, move the ticket to Computer Technical Support
• assign AFS support team, Assign Team unless the request is for a new FAMIS/Kronos account, then under Individual Users assign Chris Behr and Geetha Ramanathan

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If the computer is not Depot-purchased but one we are qualified to service, you will need to check the warranty status on the relevant sites:
Dell warranty site | Mac warranty site
You will need the information to fill in the work order when submitting for hardware.

Make sure to include any codes or error messages in work orders to help technicians with their report and diagnosis. Even if it is a dead hard drive they will need to know symptoms. Example: heard clicking, error code from diagnostics, not spinning etc. Note that computer warranty periods may differ from Battery warranty periods–be sure to look up the coverage dates for the part that is failing.

2. Battery

Some Dells have in their bios (F2) a battery charge cycling utility which discharges and recharges the battery to verify the functionality. This is a possible test one could try.

Macs have a tool on their original CDs which will do the same kind of test. If they don’t have their CDs, Sue has the tool on a bootable USB drive. If the battery is still under warranty, you will need to get the code from the test to give to Sue.

3. Power cord/AC adapter

Sue has a USB stick that runs the checker program for Macs. You need to boot to the USB stick on start up (press and hold Option), it will run through the tests and return a code if it finds a problem. This code needs to be reported to Sue.

Do not get a replacement battery or power cord without first checking with the hardware tech on duty. Macs need a code, so it is not as simple as swapping broken for new.

Check the BIOS in a PC-there are often adapter checks in the list.

Available wireless networks

UVM

• The primary wireless network for UVM affiliates with a valid netID and password.
• Macs can be connected easily once you’ve downloaded and installed the UVM configuration file for the Mac OS you are using.
• Windows can be connected easily once you’ve installed the UVM configuration profile which can be downloaded from the wireless page.
• You should get an IP address starting with 10.245

UVM Guest Net

• Visitors use UVM GuestNet, an easy way for current UVM Students, faculty, and staff to grant or sponsor temporary Internet access to their visiting colleagues, families, and friends.
• A UVM sponsor can create up to five accounts at one time for up to seven days.
• Guests attending Davis Center events and conferences may also obtain guestnet accounts from the Information counters in the Davis Center, or from their event sponsor. Those accounts are subject to the same restrictions below, but guests may request assistance from their sponsor or the Davis Center staff, since the UVM Helpline supports UVM affiliates and does not have access to these accounts. The UVM Computer Helpline is also closed on weekends.
• Visitors’ use of the UVM GuestNet will be associated to the UVM sponsor’s netID. The UVM sponsor is responsible for the accounts created; keep this in mind when you agree to sponsor an account.
• Each Guestnet account may be used on three different devices, ie you can use the same login for your phone, iPad and laptop simultaneously.
• There is a 30 minute  timeout if there is no network usage, but there may still be a link on the device. The best way to prevent this is to go to https://guestnet-auth.uvm.edu/logout.cgi from the device originally used to log into GuestNet and click on “Log out Now”.  You may encounter this problem if you try to use more than three devices.

Cat’s PAWS

The old Cat’s PAWS wireless network was shut down permanently on December 31, 2011. Cat’s PAWS should no longer appear on any UVM-managed wireless access point. If you see Cat’s PAWS anywhere around campus, someone has set up a rogue access point and given it that name. Wireless devices that references Cat’s PAWS should have that entry removed from the wireless configuration.

Please only attempt the following instructions if the easy instructions don’t work.

10.4/Tiger configuration

1. If, there is already an 802.1x profile set up, get rid of it and restart the computer.
2. Open up Keychain (through finder is the fastest). Delete any WPA:UVM entries as well as radius.uvm.edu certificates (you will probably need to enter the machine password).
3. Set up the 802.1x profile and network as described at http://www.uvm.edu/it/wireless. From there, you should be able to connect. However, don’t be surprised if you need to restart first.

10.5, 10.6/Leopard, Snow Leopard configuration

1. First, open up Network Preferences by right clicking on the Airport icon on the finder bar.
2. Turn off Airport.
3. Go into Advanced Settings.
4. From here, delete any unneeded networks (including UVM, CatsPaws, etc.), and uncheck “Remember all networks..”.  Press okay and apply changes.
5. Go back into Advanced Settings. Under the 802.1x tab, delete any UVM related profiles. Press okay and apply changes after.
6. Close out of Network Preferences. Open up Keychain (through finder is the easiest). Delete any WPA:UVM entries as well as radius.uvm.edu certificates (you will probably need to enter the machine password).
7. Restart the computer.
8. Open up Network Preferences again. Airport should still be off. Go to Advanced Settings.
9. Under the 802.1x tab, configure the profile as:
   • Profile Name: WPA:UVM
   • User Name: netID
   • Password: netID password
   • Network: UVM
   • Protocols:
     1. TTLS
     2. PEAP
     3. EAP-Fast
     4. Under EAP-Fast, make sure Use PAC and Provision PAC are both checked (the first two options).
10. Restart the computer.
11. Open up Network Preferences again. Airport should still be off. Go to Advanced Settings. Add a new network. It should be named UVM, use WPA2-Enterprise, and use the profile we set up.
12. Apply changes and turn Airport back on. Connect to UVM.
13. You will be prompted with a Verify Certificate box from radius.uvm.edu. Click Show Certificate.
14. Check the “Always trust ‘radius.uvm.edu’” box, and then continue. You will be prompted for the machine password (not the netID password). Usually it will ask for the password twice- the second prompt appears behind the certificate box.
15. From then on, you should connect automatically, no password required.

If you are still getting a self-assigned IP after completing these steps, try turning off the DHCP.

1. Open up Network Preferences again and go into Advanced Settings.
2. Click the TCP/IP tab and change the drop-down for IPv4 to “Off”.
3. Click OK and Apply in the next window.
4. Try connecting to UVM wireless, you should be able to continue with steps 13 onwards from above.
5. Once you’ve done step 13, go back into the TCP/IP tab and switch the drop-down back to “Using DHCP”, click OK and Apply.
6. You should be all set.

If the above still does not work, you may want to manually import the radius certificate.

1. Download the certificate from the UVM wireless utilities page.
2. Open Keychain Access
3. Click on “File” > “Import Items”
4. Navigate to the certificate you downloaded and select it. – radius.uvm.edu.crt
5. Make sure the “Destination Keychain” is on “System” in the drop down.
6. Double-click on the certificate and open the “Trust” section.
7. In the drop-downs choose “Always Trust” for Extensible Authentication (EAP) and X.509 Basic Policy.
8. You should now be able to connect.

Game Consoles and Tivo are not capable of going through the standard Netreg process because there is no online interactive interface for accessing the process. We help these clients by manually netreg-ing their XBOX, Play Station, or Tivo. This is a fairly simple process, however you must be a LEAD TECH and have gone through a training with Jim Lawson.

To add a game console or Tivo you must have two pieces of information:

Clients NetID and the MAC address of the game console.

Netreg Admin page: https://netreg.uvm.edu/cgi-bin/admin/admin.cgi

—————————————————————————————————————————————————————————————————————

In this example we are pretending to setup an XBOX:

You will be brought a login page, enter your credentials

This is what the screen will look like after logging in. You will see a bunch of options at the top of the screen.

To add a Game Console or Tivo you will want to start by clicking on the “DHCP OPTIONS” link.

Click the “Roaming” link.

Click the “helpline_registered” link.

Click the “Create Host” button.

In this example tsbartle is the netid of the client who wishes to add their XBOX to the UVM network.

Use the image below as a template:

After registering a device, a message will display next to that device in the list.  To be sure, you may look up the client’s netid and the new registration will be listed there. Once registered, notify the client using the footprint in the Helpline project, close it, and send the client an email version of the updated ticket letting them know that their device is now able to play online.

If you are not a lead Tech, ask a lead Tech for assistance.

Copyright and BotNET viruses: Expiring an account

THESE ARE TWO DIFFERENT SITUATIONS, BOTH RESULT IN LOCKS AND THEREFORE, THERE IS SOME CONFUSION ABOUT SUCH LOCKS:

When a user on the UVM network is caught illegally sharing or downloading files, movies, music etc… their UVM Network privileges are taken away. TO DO THIS, THEIR NETWORK REGISTRATION (netreg) STATUS IS SET TO LOCKED. A locked registration still allows students to get to the UVM account page and take corrective action.

Network accounts, THE ACTUAL ACCOUNT ITSELF can be locked TO PROTECT THE NETWORK if a BotNet or other form of network spreading virus is detected on a clients machine. A user with a locked account cannot login to anything at all. I shuts down all access to UVM systems that are used on the network. ONLY ACCOUNT SERVICES AND SAA MEMBERS CAN LOCK AND UNLOCK ACCOUNTS.

For Copyright issues:

• FIRST OFFENSE, NOT LOCKED
  see Copyright Complaint Process
• SUBSEQUENT OFFENSES, OR LOCKED ACCOUNTS
  • The individual must meet with The Center for Student Ethics and Standards.
  • After meeting with CSES the student then must bring their Computer to the Computer Depot Clinic where we can confirm that the pirated data is removed, as well as any torrent and or P2P applications (uTorrent, Limewire).
  • CHECK THE MAC ADDRESS OF THE COMPUTER THE STUDENT BRINGS TO THE CDC, ENSURE THAT IT IS THE SAME ONE IN THE COMPLAINT.
  • Please check the status of the student’s situation by looking the issue. Search for their netID, up in the “Computer Technical Support” workspace in Footprints. The footprint will hold detailed information about which file(s) are in question. You will need to update the ticket with confirmation that you have checked and/or removed the offending program and data. After the files in question have been deleted and the file sharing software removed, you can “Expire” their netreg status. THE STUDENT/CLIENT MUST THEN REGISTER THE COMPUTER ON A NETREG PORT IN THE CDC OR BACK IN THEIR ROOM ON THEIR OWN.

For BotNet issues:

In the serious cases where a client’s network access is “Locked” due to a botnet issue the client must bring their machine to the CDC. The machine must have the data backed up, and then be reimaged. After the machine has been reimaged you must update the original Footprint in Computer Technical Support, as above. Only a member of Account Services or SAA will be able to “Expire” their netreg lock in these cases. You enter the fact that the computer is clean, and request that they unlock it.

HOW TO UNLOCK AN NETWORK REGISTRATION (NETREG)

after the above steps have been taken, depending upon the problem that resulted in the lock, make your way to the Netreg Admin page: https://netreg.uvm.edu/cgi-bin/admin/admin.cgi (Leads and authorized ETS staff)

_____________________________________________________________________________________________________________________

You will see a login page, enter your credentials.

This is what the screen will look like after logging in. You will see a bunch of options at the top of the screen.

To expire a locked account you will want to start by clicking on the “SEARCH” link.

You will be brought to a page of search fields.

Enter the clients NetID in the “Search Users” field, then click “Submit” button.

From here you can see all machines registered to the clients NetID. You may need to search through the list by MAC address in order to locate the correct machine.

Click the red ”Expire” link next to the machine you wish to expire. DO NOT EXPIRE LOCKS ON UNAUTHORIZED ROUTERS. PERMANENT LOCKS WILL BE NOTED IN THE COMMENTS SECTION. LEAVE THEM LOCKED.

NOTE** when you “expire” a machine, the client will have to go through the Netreg process again.

https://netreg.uvm.edu/cgi-bin/index.cgi

The ETS faculty and staff gateway will hold most of the information you may need to know about IT services offered at UVM. NOTE: You can enter your netid in the box on this page, and click Get Help for a list of all IT support options specifically available to you.

Here are some of the highlights:

• Faculty and staff have accounts on zoo, Peoplesoft, Oracle Calendar (if requested), Active Directory, and any research or job specific database accounts.
• Faculty in the College of Medicine have an additional Microsoft Exchange email account, and the Exchange server is maintained by COMIS.
• Other colleges also maintain servers specific to a certain research project or software package that utilize separate account credentails, and which do not utilize single sign on.
• Former employees have a one year grace period after ending an affiliation for email/zoo account access. Policy Page.
• Emeriti faculty and staff retirees may keep their email accounts for life, but not accounts for calendar, Active Directory, or any other services.

This FAQ article in The Scoop also holds important information for incoming students and may be a good refresher for current students.

Here are some of the highlights:

• Students may forward email to Gmail or other email services, but the university uses the UVM email accounts for all official business.
• That account can only be managed through the Account Management page, or by working directly with Account Services on the phone.
• Active students have Webmail, a zoo account (2GB of network space), and BlackBoard account for courses, MyUVM access for financial services, and course registration, grades/transcripts.
• Former students retain access to banner for transcripts, but lose webmail, zoo account space and all other UVM services beginning one year after their affiliation with UVM ends. Students will be able to reset their password using the account page and reactivate their netid if necessary.

Departments, organizations, Professional Groups, and non-profits affiliated with UVM may apply for netid accounts.

Such accounts, e.g. the helpline account, or the cdclinic account–provide groups with netid accounts for email and web space that is open to a specified group of people. Account services sets up the accounts and assists with changing passwords if the old one is unknown. Online password reset change forms will work provided the person making the change has the correct password for the account. Sometimes, when a student or staff person inherits the update of a webpage belonging to a departmental or club account, they do not also inherit the correct password information. Only Account Services can assist at that point.

Request new account: the form to apply for a new account is on the ETS page.

• Have the client do that if they haven’t already.
• If they are requesting more information or status of their request – direct them to Account Services.

Can’t sign in (known password):

• Check the netid of the account in the user look-up page; you will be able to see if the password has expired and when it was last changed. (Try looking up ‘helpline’ if you want to see an example.)
• They will be able to change the password at the Account Management page using the netID associated with the account and the expired password.

Forgotten password:

• We cannot help them.
• Transfer to contact Account Services at (802)656-2006.

Current Account Services Team:
John St. Louis
Sharon Provost (Retired 1/2013 – position remains unfilled 2/2013)

Phone number: (802) 656 2006 NOTE: to conference the call press the conference button, dial 62006, when someone picks up, explain the caller’s issue, press Conference, all 3 of you are on the line, hang up after introducing the caller to the staff person from Account services.

Footprint transfer:

• Make sure you have the client’s contact information in the footprint, full name and netid. Document what you have already covered with the client and what help they need from Account Services.
• copy/move > Computer Technical Support>Account services>Assign Team

Phone transfer: Identify yourself (your name and working at HL/CDC) and give a brief explanation of what you’ve covered with the client before connecting the client through to John or Sharon.

Types of problems to send to Account Services:

• Online account activation failed with correct information
• Online password reset failed with correct information
• Requesting information/status of a newly requested account
• Request that your account name be somewhat different from the account name in the UVM Directory (an alias)
• Help with departmental account setup or passwords
• Setting up a new listserv – if they have already tried the request forms on the ETS site
• Setting up an account in Oracle Calendar, for a person or a resource–the request must come from the faculty or staff member’s supervisor
• Getting a token to unlock a disk encrypted with PGP
• As of Summer 2012: Clients who call asking to rent the lab must be referred to Account Services. There is currently no designated ETS staff person to do this, so Account Services will be handling it, at least for now.

- Check the account page to see the status of their account and so that you can be aware of what to expect. Has it been activated, has the password expired, will they need account services, etc.

Affiliations - seen in footprints or look-up page, which will also be in Banner (Student Information System database):

• Banner Course Assignment – F – someone who might be faculty, or maybe just a TA
• Former Student – FS – someone who completed at least one course before they left (might want a transcript).  They get email/zoo filespace for a year, banner access for life.
• Admitted Student of some flavor – N* – (First Time First Year, New Transfer, New non-degree (ce), New Degree (graduate)….) — If they leave, their account is immediately purged.
• Current (active) student – C* – if they leave, their email/filespace stays for a year.

- UVM uses single sign on so there is only the need for one netid and password.

1. Activation
   • If the client’s page keeps getting refreshed back to the initial activation process – transfer through to Account Services – 656 2006
2. Change password
   • Requires knowledge of current password, even if the password is an expired password.
   • If they cannot change their password, it may be that they have the wrong old password and so will have to reset.
3. Reset password
   • If they have lost/can’t access their CATcard, they need account services (802)656-2006
   • The user look-up page will tell you who needs account services to reset their password on the Overview tab.
4. Expired Account policy page
   • We cannot help students with expired accounts, if they claim it is something very urgent, you can transfer them through to Account Services and they will decide if they can be helped.
   • Forwarding will stop after the account expires as the account will no longer exist. Any mail sent to that address will simply bounce. The sender will receive an email to that effect.
   • Former affiliates with expired accounts have the option of an alumni email. Read about here: http://alumni.uvm.edu/secure/alu_personalize_lifetimeemail.asp
5. Can’t sign in
   • Try to determine if it is isolated to a particular service or if it is everything.
   • myUVM is the only service that has an account locked error message. Depending on the number of attempts they have made, the time they have to wait before they can try again grows exponentially. The Helpline manager can disable the lock, as can account services.
   • The client may have changed their password recently and not all the services have synced. Close all browsers and reopen to refresh.
   • After ensuring their password has not expired; guide individuals through change/reset password process.
   • Ensure that they are signed out of everything before changing/resetting their password.
   • If none of the above resolves the problem, transfer to Account Services at (802)656-2006.

-END OF UPDATE

Update Summer ’11 (Undetermined if still an issue):This problem should no longer appear, however if someone cannot delete their email it may be because they are signed in concurrently to the email server using different interfaces.

When someone cannot delete, they will select to delete, but once the button is pressed, it reverts back to as it was…no line through or removal.

For example if the client is logged into webmail and signed in using Thunderbird on another computer. The solution is to sign out or shut down the application so they are only accessing their email in one way.

Jim’s technical explanation below:

Synopsis:  The combination of a bug and a misconfiguration has prevented
some users from deleting folder containers on imap.uvm.edu.  This has
largely been addressed, but some users may still have problems deleting
old folder containers if they have renamed them in the past.  If you or
someone you know is having trouble deleting a mail folder, please open a
footprint.

In 2 footprints lately (47652, 47471), users reported being unable to
delete mail folders.

There were 2 issues compounding this:

1 - A bug in Dovecot prior to version 1.2.13 caused index/cache files
not to move with the folder when a containing folder[1] was renamed.
Missing indexes and caches can easily be reconstructed, but the orphaned
files prevented the containing folder from being deleted.  This has been
corrected with an update to Dovecot 1.2.13, but many orphaned files
remain.  SAA: I have written a script,
/gfs/tsg/bin/check_orphaned_doveindex.pl, to address this.  It needs to
be run against a user's account to clean up the orphaned files.

2 - Thunderbird has an idiosyncrasy where it refers to a containing
folder with a trailing slash (/) in IMAP commands.  Strictly speaking,
this is not IMAP compliant, but the Thunderbird authors have decided not
to change the behavior for whatever reason.
Dovecot has a workaround for this problem, "tb-extra-mailbox-sep", which
I have enabled this morning, and at least one other user has reported
that they are able to delete folders that they previously were not able to.

[1] For IMAP servers that support mbox, a containing folder is a folder
that contains other folders, not a folder that contains messages.

--
Jim Lawson
Systems Architecture & Administration
Enterprise Technology Services
University of Vermont
Burlington, VT USA

• Quota and their usage
• If email forwarding has been set up and the email address used.
• All the UVM email aliases.

Keeping emails on UVM mail server

A person loses the ability to keep emails on the UVM email server if they have set up email forwarding.

Other Tabs in the Lookup have additional information that can help troubleshoot if forwarding and/or a full inbox is not the issue.

Check inbox usage

Along with the tool on the Account Management page, you will also be shown your usage near the top of the page when you sign into UVM’s webmail.

In the example above, less than 1% of the 100MB quota is being used, so it reads as 0%.

You can save emails by moving them out of the inbox and into folders and subfolders. Because the quota is only effective for the inbox, moving messages out of the inbox to other folders will save your emails and keep your inbox within the limits of the 100 MB quota.

If you have emails with lines through them, they count towards your quota, so you will want to click the “Purge Deleted” link in the “Other” drop-down menu near the top of the window.