Wireless Help

Check your mail from today for more details on helping students with wireless problems.

Here's the short version.

1.  Ask if they have changed their password or been notified to do so recently.  This is the reason for the vast majority of wireless problems.

2.  Have them reset their password on a wired network computer.

3.  Follow directions to reset on their devices found on this page: http://technology.gsu.edu/technology-services/it-services/wireless-networks/

4.  If all else fails, send to CAT-Lab (if open) or call technology help line. 404-413-4357

Wireless Printing

FYI: The Apple Mac printer driver for wireless printing does not work. It needs to be updated by the IT department. Students who wish to print documents on their Mac laptops will need to email them to their GSU account (or use a flash drive) and send the document from a library computer.

Student Computers

We have ongoing problems with the student computers due to their age, the age of the network and the sheer volume of use. 

Here is a list:  #22 is awaiting parts for repair.

#16 and #6 apparently lost power supply, but had an easy remedy of unplugging and reconnecting to the power strip. (Sometimes turning off the power strip will produce the same result, but it usually requires an unplug/replug.)

Losing control of the mouse and keyboard is a known issue with DeepFreeze that I think I've written of before. Remedy:  do a cold reboot. Wait to see if the computer does an automatic reboot within a few minutes after being turned on again.  If it doesn't reboot yet another time and let it go through the automatic reboot. This usually does the trick, but it's time consuming.

Most of the downstairs computers and the two near my office are on the GSU AD.  If students have trouble logging into computers in the pods, send them to a computer that's already on the new AD.  Then their GSU credentials will work.

Respondus Lockdown Browser

When students need to take a test through iCollege, they use the Respondus browser to prevent certain forms of cheating.

This browser is installed on all the student computers and here's how to access it:

1. Go the the start menu and click on All Programs;
2. Locate the Respondus browser and open it;
3. Student will be asked to identify the location of the quiz or test (usually iCollege);
4. Student will be asked for iCollege credentials;
5. Student will take the quiz with limits predefined by instructor of the course.

Library Computers

When there is a problem with any library computer (other than office computers), please let Pat Z. <pziebart@gsu.edu> know about it. (Or Aviva if Pat isn't around.) It's somewhat confusing to come in at 7:30 AM to see an out-of-order sign without knowing why the sign was hung or to be clueless that there was a major problem which potentially impacts students being able to do their work.  Just a quick email or phone call will be very helpful.

So, what should you do when problems arise?

If there's a whole system issue with the network, multiple computers, or the Pharos system between the hours of 7:00 AM and 10:00 PM Monday-Friday, call the HELP Desk right away. 404-413-HELP (404-413-4357) AND please send Pat an email about the problem. (Or when IIT sends you an email with a ticket number, please forward that to Pat.)

If there's a smaller problem that doesn't require immediate attention, you may email the HELP desk to initiate a service ticket. AND please copy Pat on that email. IIT will then reply all and Pat will be in the loop.

 If there is a small problem with a single student computer and you feel confident trouble-shooting, you are welcome to do so. (Remember that checking the power sources and doing a cold reboot can "cure" lots of problems.) If your efforts fix the machine--Hurray! No need to send Pat an email unless it's a recurring problem you think should be watched. If your trouble-shooting doesn't work, PLEASE send an email to Pat about what's going on with any computer where you hang an out-of-order sign.. Be sure to say whether or not you have sent a help request to IT so we don't spawn duplicate tickets.

When there is any news about computer systems here at Dunwoody library, Pat (and others on the full-time staff) will make every effort to communicate that to everyone via email and/or this blog.

To sum up: we need to communicate about the computers to keep them functional for the students who depend on them so much. Carmel used to be our go-to for this.  Now Pat is the point person for communication on computer needs. Aviva is the back-up when Pat isn't around. Thanks very much for your cooperation.
 

New Computers!

You've probably noticed that the new computers have been installed at the reference desk. Your profiles should have transferred because they come from the server, but you'll need to re-establish your Outlook email client and reset any bookmarks you had on browsers. You'll also note that we have Microsoft Office 2013 for the most commonly used programs. The student computers were upgraded to that version earlier this year, so we now coordinate with them.

My impression of the new WORD is that it hasn't changed much from 2010 for basic functions, but here are a couple of articles from Microsoft about the changes, if you would like to read them:

•  http://office.microsoft.com/en-us/word-help/what-s-new-in-word-2013-HA102809597.aspx?CTT=5&origin=HA103980599
• http://office.microsoft.com/en-us/word-help/discontinued-features-and-changed-functionality-in-word-2013-HA103980599.aspx?CTT=1 

For a quick run-down of changes to other MSO programs, see this chart:
http://technet.microsoft.com/en-us/library/cc178954%28v=office.15%29.aspx

Remember that the staff is the JagSpot is trained to support use to the MicroSoft Office programs, so if students have needs beyond your knowledge, feel free to send then there.

Speaking of which, the JagSpot in the basement of E-building is undergoing renovations, so has been temporarily moved across the hall into a classroom.  Just tell students to follow the signs.

OPAC/Kiosk Computer

The computer that is just inside the entry is supposed to have access to GILFind, GIL Classic, and "Get My Login," however the only functional link is for GILFind. A ticket was submitted to get it fixed last week, but OIT needs to completely reimage the computer--if not completely replace it. Therefore, for a few days you'll need to help new students find their login info on the Ref Desk computers.  Sorry about the inconvenience.