By David R Cole
Personal Printer Support
The IT Help Center does not provide any support for personal printers to faculty, staff, or students. If a client comes to the Help Center with a printer problem that cannot be resolved by a quick counter consultation, then the best course of action would be to refer the client to contact the manufacturer of the printer for support. If the printer is still under manufacturer warranty, then the manufacturer will usually either set up an advanced exchange or direct the client where to take the printer for local service.
Here are the tech support numbers for most of the common printer manufacturers we typically see:
HP: 1-800-474-6836
Canon: 1-800-652-2666
Epson: 1-562-276-7202
Lexmark: 1-877-856-5540
Brother: 1-877-276-8437
ACS Guest Account Expiration
Tuesday morning, 9/20/2011, we set approximately 1,500 ACS users to have there accounts expire. If they call, please speak to a CSS to verify that they are not currently affiliated, and then request that they provide us with documentation supporting their request for an additional year of access. Typically, this requires that they have their sponsor send an email to ithelp@bu.edu requesting the extension. Additionally, we will also be migrating these users to BU Google Apps if they do get an extension from their sponsor.
Support for The Links
Support for The Links will be fully transitioned to the Service Desk on Monday, 9/19. Currently their email address is creating tickets in ServiceNow with Client Service "The Links" and the Service Desk as the Assignment Group. On Monday, their phone number 353-LINK will be permanently forwarded to 353-HELP. If we receive issues that we cannot resolve we'll assign the ticket to Student Systems.
Quest troubleshooting for SAP
If a Quest user reports that their SAP session is frozen on the terminal server and they wish to manually end it and start a new session, here are some steps you can use to expedite this process:
Blackboard Mobile vendor site maintenance, 11 PM Thursday – 5 AM Friday.
Blackboard Inc. has scheduled maintenance for their Blackboard Mobile Data Center starting Thursday, Aug. 25 at 11:00pm EDT and ending Friday at 5:00am.
Logins to Blackboard Mobile may be impacted during this maintenance.
Windows 7 Professional for BU Students
Microsoft is currently running a promotion through their online store for students. They are offering Windows 7 Professional Upgrade for $29.99 (download file). For an additional $14.95 students will receive the Backup Disc as well.
At this time we are unable to match this pricing. We have therefore opted to advise students to take advantage of this offer. Our goal is to provide our students the best value and convenience. If, in the future, we can match this offer we will do so.
It is imperative that you advise all students wishing to install Windows on the Mac to PURCHASE THE BACKUP DISC!
I don’t have a friendly URL for you, just the direct link:
http://www.microsoftstore.com/store/msstore/pd/productID.216644200
Remember that Backup disc for Mac users!
Legacy Sponsored Research Data Cleanup / Kuali Coeus escalations
A message is going out to concerned parties about Legacy Sponsored Research Data Cleanup, which is related to Kuali Coeus. This message is encouraging clients to create tickets that we might see in ServiceNow.
If you see any tickets related to this subject, they should be assigned to the “BUworks Reporting (BW)” Assignment Group unless they pertain to incorrect data in grant budgets – those tickets should be assigned to the “Kuali Coeus” Assignment Group.
We really don’t have any idea what the volume of these tickets or calls will be, but please be aware of this happening and the difference between Assignment Groups.
Adobe Connect – compatibility with Mac OS X Lion
Adobe Connect recently upgraded their online conferencing software. Users of Mac OS X Lion will need to install a manual update to ensure compatibility. To download the plugin, click here and choose "Download Adobe Connect 8 Meeting Add-in for Mac (ZIP format, 12.8 MB)" and install the package.
BU Mobile iPhone app support
If we receive tickets regarding the BU Mobile iPhone app, please request that the client provide the following information:
1) BU Mobile version (if available, 1.7 or greater)
2) iPhone model number
3) iOS version
4) Which module are you having a problem with
For future versions of the iPhone app we will work on collecting this information automatically.
Once this information is collected, please assign the ticket to the Applications Architecture group in ServiceNow.
Digital Common support information
Digital Common [http://dcommon.bu.edu] is a BU institutional repository for documents and research publications from BU faculty, students, and staff.
For client usage questions we receive about this service, please forward the information from the ticket as an external message to:
dcommon-help@bu.edu
For technical issues, please escalate the ticket to Systems Engineering.