By David R Cole
Windows 7 vs. IE ActiveX error – “modules have not been properly installed”
We have encountered two instances where 3rd party web applications used
on campus that employ Internet Explorer 8 ActiveX modules have problems
running in Windows 7. The situation described below is with Windows 7
Professional, with the default Security Center settings.
The problem appears with error messages from the application that
various modules have not been properly installed, or it simply hangs.
More
MyPrint unavailable on Tuesday 2/1 from 5:00 AM to 6:30 AM
Due to planned network maintenance, MyPrint will be unavailable on Tuesday, 2/1, from 5:00 AM to 6:30 AM.
Reminder about file sharing of copyrighted materials
A machine in Desktop Services was recently identified as being involved in illegal possession and/or distribution of copyrighted material. The machine’s identity and location has been tracked down to the Dell machine being used by student employees who work in the tech area. The machine has since been reformatted. All questionable material and file sharing software has been removed and IRT has been updated. I do appreciate that the material has been removed from the computer but it does not excuse the fact that it was there.
Because this machine is one of ours I need to remind everyone that making copyrighted material available for distribution in any manner that violates copyright law (e.g., illegal file sharing) is against University policy.
The machines in that area are only to be used to log in to Oompa to track and update repairs and for research purposes. In addition any personal machines brought into work are also subject to University policy. There will be zero tolerance for any student caught participating in illegal possession or distribution of copyrighted material.
Please be aware that this also applies to your personal computers, since many of you will use them at work.
Law tickets for Systems group
At one time we assigned Law tickets for the Systems group directly to David King. He is no longer the sole provider of Systems support for the Law school, so from now on we need to assign his tickets to "IS&T: Systems".
Repair status call handling
If clients call to check the status of a computer repair before 5PM on a weekday:
- Get the client's first and last name plus their case number if they have it.
- Let the client know you will transfer them to Desktop Services.
- Begin to transfer the call to Desktop Services at 3-0279.
- Let the person who answers know the client's first and last name plus case number.
- Complete the call transfer.
After 5PM, gather the client's first and last name plus case number and ask the CSS working at the front counter to check on the status of their repair.
If the call comes in at Mugar when 533 is closed, explain to the client that our repair department is currently closed and someone will get back to them during the next business day. Gather the client's first and last name plus case number, then create a ticket and assign it to Desktop Services.
CAS Help ticket boomeranging
Before routing a ticket to CAS Help, be sure to verify that the request isn't coming from them. There have been a few times that CAS Help has contacted us for support and we have redirected the ticket back to them.
Procedure for escalation of CrashPlan laptop backup support requests
We recently posted about a new laptop backup service called CrashPlan. For any calls we receive, please refer to the information and FAQ list posted here: http://www.bu.edu/tech/desktop/support/backup/
If the issue can't be resolved via the FAQ information, please do the following to escalate the ticket:
- Assign the ticket to the following three IS&T staff members:
- jfl@bu.edu
- lsaucer@bu.edu
- jky@bu.edu
- Send an External Mail through One Help with information about the ticket to: ist-crashplan-admin@bu.edu
Alumni access to FitRec
If we receive any calls from Alumni who are trying to log into fitrec, please have them try using @alum.bu.edu for the login name and their alumni link password as the password. If this is unsuccessful, please contact the AOC Help Desk (3-4000) and transfer the client. This is especially important for students and staff working after 5pm, when the Alumni Help Desk is closed.
One Help photo ID attachment handling
If you ever see a ticket in which a client has attached a scanned image of their photo ID, please make a note of it and assign the ticket to Jill [jillb] or David [dcole] to have the image removed. It is a liability for these attachments to exist, so we must remove them. Once the image attachment is removed, you'll still see a link to the image, but it will no longer be valid.
CrashPlan backup service
Recently IS&T announced the release of a backup service available to Faculty and Staff free of charge. It is called CrashPlan Pro, and it provides 10GB's of cloud based backup storage for each user. Below, please see some common questions and answers.
Q: I am receiving an error stating "No LDAP entry found," how do I fix that?
A: You have not setup your account for CrashPlan access. Please navigate to http://www.bu.edu/computing/accounts/ad/cplan and log-in using your Login name and Kerberos Password.
Q:How much storage do I get? Can I get more?
A:10GB's is the default allocation. If you would like more, each additional 10GB costs $45.00 per year. You must submit an Online Requisition at http://www.bu.edu/sourcing/help/requisitioning/ with Internal Vendor ID 9 BY2.
If you get any more questions, the FAQ page can be found at http://www.bu.edu/tech/desktop/support/backup/faqs, and you can always come to the Full Time staff to help out.