IT@Sam has been working with Microsoft and HP to resolve a persistent anomaly that we have seen in the labs since the campus-wide Windows 7 upgrade. The problem is characterized by some printers inability to be connected to a person’s computer account. We have developed a workaround that resolves the issue when the computer is restarted. We understand the inconvenience this causes for both faculty and students in labs and will implement a more permanent, non-intrusive solution as soon as one is available. Please help us communicate the following to all faculty in your department.
If an issue is being experienced while working in a lab with the printer, please restart the computer by going to Start, click on the arrow to the right of Log Off and choose Restart. It is important that the Restart option is chosen as opposed to just Log Off. Once the computer has restarted, if there continue to be issues with the printer, please contact the Service Desk at the expedited faculty/staff line, x4-HELP (4357).
Did you know that you can create an alias for your SHSU computer account? In order to add the alias, sign into SamWeb, select the IT@Sam tab, and click Account Alias Request. Here you can add an alias to your account, deactivate any other aliases you might have, and select which alias you would like to have as your primary. You can also view any deactivated aliases you have on file. Students can have one alias at a time, while faculty and staff can have up to three.
Twice per year, once in May and once in December, IT@Sam reserves a weekend after graduation to perform large scale maintenance to our servers and data center. This maintenance is different as it normally involves all or most servers rather than one or two systems. May 20 through May 22 is slated to be a maintenance weekend. Please expect intermittent service interruptions from 6pm on May 20 to 6pm on May 22. Each interruption should be short if noticed.
Services that will be interrupted include but are not limited to:
- Banner – All Modules
- My Sam
- University website
- Terminal Servers (remote.shsu.edu)
- Library Databases
- Physics Cluster
- Surveys (Limesurvey system)
The Service Desk will be open from 7:30AM – 5PM, Monday through Friday, for the interim sessions. The interim sessions are from May 13 through May 31, 2011 and August 4 – August 20, 2011.
As mentioned in the July IR Update, we have a new Helpdesk phone system as of Friday, July 9.
The New Facts about Reaching the Helpdesk
Call center software will be installed this month to allow better routing of your calls for help. You will start with a menu so that you can be routed to the appropriate Helpdesk technician. If no one is immediately available, you will be placed on hold until someone can assist you (until our queues fill up!).
The Helpdesk will be able to record your calls, and may easily escalate your calls to a supervisor. We anticipate this will significantly improve your experience in the future; we appreciate your patience as we grow with it.
As we move in to the crunch time of the Fall semester with so many new faculty and students arriving, we encourage you to come in person to the Helpdesk when you really, really need help! The Helpdesk is now on the first floor of AB1 in room 144 (the double glass doors across from Smith-Hutson). You can also reach a Helpdesk technician with the e-mail firstname.lastname@example.org.
The transition has so far been a smooth one with good feedback. We will continue to adjust the system as needed over the coming weeks to make the experience of calling the Helpdesk the best it can be.
The Helpdesk is now located downstairs in AB1 145. You may access the Helpdesk through the double doors located on the South side of AB1.
Please be aware that we do not create secondary profiles under your account, as that goes against are Acceptable Use Policy. We also no longer create generic accounts for multiple clients to use. These accounts are considered a security risk. Please overlook our Acceptable Use Policy for more information. Please contact the Helpdesk at 936-294-1950 if you have any questions or concerns.
Information Resources will no longer process any new Alumni account requests. Any existing Alumni accounts will be removed from the system starting Summer 2010. We will be sending out emails to current Alumni email accounts to notify any Alumni of the change. Please contact the Helpdesk at 936.294.1950 with any questions or concerns.
Microsoft Corporation lost a legal suit resulting in an injunction against their Word 2003 and 2007 products regarding the use of custom-XML editing abilities. The SHSU campus is not immediately affected by this injunction, although we will be updating the installed versions across campus to comply.
If you do not know what custom-XML editing does for Word 2007, you are likely not affected by this change and will see no difference in Word. If you are concerned with the feature being removed, please email us so we may work together in identifying an appropriate solution before our official cut-off date.
If you are using Office products at your home acquired through the Home Use Program available to all faculty and staff, you are not affected by this injunction. Please contact Microsoft directly with any questions related to your home use and this injunction.
We are only 3 weeks away from the new Fall semester. Now’s the perfect time to make sure you have everything up to date and ready for the new year. Below are a few reminders and tips that will make the transition into the new academic year go as smoothly as possible.
S Drive Quota
First, we would like to remind everyone of the S drive quotas. The quota set for Faculty/Staff is 1 GB while the students’ is 200 MB. If you have any old material that you need to save, archiving it to a flash drive or CD is recommended. This way you can stay below your set quota and still have access to all necessary files. Note to Faculty/Staff: Any work related material that is shared with your department should be stored on the T drive. Also, any class related material should be posted on Blackboard and not on the T drive.
Your Exchange email account also has a quota. Faculty/Staff have a quota of 150 MB, and Students have a quota of 80 MB. If you are having space issues in your email, it would be best to setup Personal folders using Microsoft Outlook 2007. Outlook is available on all campus computers as well as Remote Desktop Connection.
Fall 2009 classes will begin showing up on Blackboard starting August 10th. The Blackboard system updates three times daily. Due to heavy traffic at the beginning of the year, it could take up to 24 hours for your class schedule changes to show up on Blackboard. If you have changed your class schedule and the classes are not available in Blackboard by the following day, please contact the Helpdesk.
The password to your account expires on a yearly basis. It is important that you keep an up to date password so that you always have access to your Exchange email, Blackboard, and computer account. You will be notified via email up to 60 days before your password expires. If you are unsure of what your password is, go ahead and reset it now. To reset your password, log into SamWeb using the alternate log in. Proceed to Computer Services -> Account Password Change. If you are a new student you will need to click on Account Creation instead if you haven’t set up your account already. If you are unable to log into SamWeb through the alternate login, please contact the Helpdesk and request a PIN reset.
Follow the link below to look at the Lab hours and locations. Take note of the labs that are closest to your classes. You never know when you might need to take a quick trip to print something off before class.
Hopefully this will get you started on the right foot for the new year. If you have any questions or issues please contact the Helpdesk at either 936-294-1950 or email us at email@example.com. Our regular hours for walk-ins are Monday-Friday from 8am-5pm, and phone/email support is 24 hrs a day. Good luck with the Fall 2009 semester!