AUGUST 2013

Munn

NUMBER 144

 

We've had a busy summer. An overview of our activities and accomplishments follows.

Help Desk Support and Hours

A variety of methods to request support!

IT Services offers a variety of ways to request support.  You can choose which one of these best suits your needs for a particular issue.

Telephone:  You can call 607-436-4567 or 877-857-8885 to request assistance.   Calling in a request is best for situations that require immediate attention.  When you call there is also a menu option for reporting classroom emergency issues relating to IT. 

Online Request:   When you go to the IT Services website, you will find some information about requesting support and the information you will need to provide in order for us to assist you.  There is also a link where you can submit an online support request.  This will automatically create a ticket in our system.  Also on this page you will see some links to documentation and troubleshooting guidelines that you can use for common issues.

Email:  You can email your request to helpme@oneonta.edu.  This email account is checked periodically throughout the day, Sunday-Friday.  If you have a request that requires immediate attention, it would be best to call in as opposed to submitting an email request.

When a request has officially been entered into our system, you will receive an email with your ticket number.  It is a good idea to refer to this number if you call in about your request.  This quick reference helps us to help you more quickly!
You can always check the details of any work requests you have submitted by going to MyHD Tickets.

***Change in Support Hours for the Help Desk***

Beginning the first day of classes, August 28th, the support hours for the Help Desk will change.  When classes are in session, the Help Desk will be open:

Monday-Friday 8 am – 9 pm
Saturday Noon – 6 pm
Sunday Noon – 9 pm

Sunday-Friday from 9 pm to 11 pm, you may call x4567 to report a technical emergency or to request support that will be entered via our ticketing system and addressed the next day.

During intersessions and breaks, the Help Desk will be open Monday-Friday 8 am – 4:30 pm.

You can also check out our hours anytime here.

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IRC Classrooom Technology Upgrades – Summer 2013

Over the summer of 2013, the classroom technology in the IRC building was completely overhauled. Projectors, computers, screens, and control systems were replaced with upgraded models in all nine lecture halls, as well as the computer lab. All ten rooms now have dual projection capability, and users will have control over what image is displayed on each screen. All images are larger than what was previously possible. Lecture halls 2, 3, and 9 were upgraded to dual platform, meaning both a PC and a Mac computer are permanently installed. In addition to lecture hall 1, which remains dual platform, there are now four lecture halls with this capability. Specific upgrades are detailed room by room below.

It is important to note that, in keeping with industry trends to convert exclusively to digital sources, both the DVD/VCR and the VGA jack on the side of the lectern have been removed. The available inputs on the side of the lectern now include HDMI, 1/8th" stereo audio, and XLR for microphones. DVDs can be played back through the computer. Existing videotapes can be converted to the DVD format by personnel in IRC, so long as copyright regulations aren't violated. Digital connections from laptops, such as HDMI, DisplayPort, and Mini DisplayPort will be supported through the use of appropriate cables and/or adapters.

Also important to note is that Smartboards have been installed in all nine lecture halls, but not in the computer lab. Annotations made over computer images on the Smartboard will be duplicated on the large screen projection systems in each room. These Smartboards are connected to the Dell PC in each room, but not the Mac.

IRC 1 – The lectern was replaced with a much smaller model. A new control system was installed, with the user interface being a new touchpanel. Both the Dell PC and Mac computer were replaced with new models. The existing rear projection screen remains in place, but the image quality was improved by adding a vertical frame piece in the center of the screen. Both projectors were replaced by high resolution, wide screen models.

IRC 2 – The lectern was replaced with a new model. The existing three piece rear projection screen system was replaced with a new two piece system. Two high resolution, widescreen projectors were installed to replace the existing single projector. The Dell PC was replaced with a new model, and a Mac computer was added. A new control system was installed, with a new touchpanel as the user interface.

IRC 3 – The lectern was replaced with a new model, as was the Dell PC. A Mac computer was added. The existing rear screen remains in place, but the image quality was improved by adding a vertical frame piece in the center. The control system was replaced, with a new touchpanel as the user interface. Two high resolution, widescreen projectors were installed to replace the existing single projector.

LH 4 - The lectern was replaced with a new model, as was the Dell PC. The existing three piece rear projection screen system was replaced with a new two piece system. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface.

LH5 - The lectern was replaced with a new model, as was the Dell PC. The existing rear screen remains in place, but the image quality was improved by adding a vertical frame piece in the center. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface.

LH6 - The lectern was replaced with a new model, as was the Dell PC. Two front projection screens were installed in front of the existing rear projection screens. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface.

LH7 - The lectern was replaced with a new model, as was the Dell PC. Two front projection screens were installed in front of the existing rear projection screens. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface.

LH8 - The lectern was replaced with a new model, as was the Dell PC. Two front projection screens were installed in front of the existing rear projection screens. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface.

LH9 - The lectern was replaced with a new model, as was the Dell PC. A Mac computer was added. Two front projection screens were installed in front of the existing rear projection screens. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface.

120 Computer Lab – The Dell PC was replaced with a new model. The existing projection single projection screen located near the center of the front wall was removed. Two projection screens were installed, one in each corner of the front wall. Two high resolution, widescreen projectors were installed to replace the existing single projector. A new control system was installed, with a pushbutton controller as the user interface. The existing single amplified speaker was replaced with a complete sound system consisting of a mixer, amplifier, and four ceiling mounted speakers.

Lastly, network connections were added to each of the projectors in every room. This enables two important functions. One is that users can now display images wirelessly from iPads, and iPhones, as well as appropriately equipped tablets and laptops, from anywhere in the room. The other capability now in place is remote monitoring of every projector, which enables technicians to be alerted to low lamp life, projector overheating, and other issues before they affect projector usability, thus reducing down time. 

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Summer 2013 Computer Lab and Software Upgrades

The Hardware

The following labs were upgraded with new computers:

IRC 120 Instructional lab, Hunt Union Living Room, Cooperstown Graduate Program lab, Social Science lab, Education lab, Biology laptops, Earth Science laptops, Milne Library 108 lab, 12 Library Reference computers, Music 208 lab, and Computer Art 321 Macintosh lab.

Computers from Education and CGP replaced aging computers in the Learning Center lab, the Music Listening lab, Anthropology lab, the Science Education lab and the Student Disability Services lab.

Computers from IRC 120 replaced aging computers in the Writing Center lab and the Physics lab.

Ninety-two Dell OptiPlex 755 models will be given to the SORT program.  Ten of the Dell OptiPlex 760 models will be kept for parts and repairs while fifteen will be given to the SORT program.

Future Replacement Cycle for all Labs - Subject to change to accommodate funding.

2014: Fine Arts 301, Music 209, Tech Center Video Edit Mac's, Reference 1st Floor, Reference 2nd Floor, Reference 3rd Floor, Foreign Language, Milne Subbasement, Fitzelle 306, Physical Science 106, Chemistry, Psychology, Reading Lab, Science Education, Earth Science Desktops, Center for Multicultural Experience, Educational Opportunity Program, Physical Education 

2015: Fine Arts 164, Communication Arts, Tech Center Mac's, Community Machines, Human Ecology 136, Schumacher 103, Milne 305, KIC Scanner, Tech Center Lab, Meteorology Lab, Education Mac Lab, Geography, ½ Residence Halls

2016: ½ Residence Halls, Computers from 2013 Plan (Cycle begins repeating)

2017: Music Studios, Computers from 2014

The Software

For a complete listing of our software offerings see this page.

Software changes for the 2013-2014 semester are as follows. 

  • MS Windows Labs and Classrooms
    • Windows 7
    • MS Office 2013
    • Office 2013 Quick Start Guides
    • New Antivirus Software – MS Forefront
    • Turning Point 5 (Works over any software package now, not restricted to MS PowerPoint)
    • Solidworks
    • SPSS 21
    • SAS
    • Google Chrome
    • Visual Studio 2012
  • Macintosh Labs and Classrooms
    • Mac OSX 10.8 (Mountain Lion)
    • MS Office 2011
    • New Antivirus Software – MS Forefront

All Campus computer labs and classrooms have been reconfigured with the latest software updates and security patches. 

It is important to note that if you are planning to use discipline specific software that is not currently listed on this page, then you will need to request installation of this software for the specific locations you will be teaching.  For classroom software requests you can use our online Support request form.  If your request is for software to be installed in the computer labs please use our Computer Lab Software Installation form.    

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Networking and Telecommunications Updates

It's been a busy summer in Networking and Telecommunications.  Here are some highlights of what we accomplished:

  • Upgraded building switches in Mills, Wilsbach and Fine Arts which will improve both wired and wireless service in these buildings;
  • Enhanced wireless in Higgins, IRC3, Blodgett and MacDuff by adding new wireless access points;
  • Collaborated with DASNY (the "Dorm Authority") on the Matteson Hall restoration and installed new wireless access points on the entire third floor;
  • Installed Campus Safety Phones ("Blue Lights") to new parking lots at Alumni Field House and MacDuff Hall and added one at Huntington Hall to improve personal safety in those areas;
  • Installed services in new/redesigned offices for new faculty;
  • Installed network services in support of AV upgrades in IRC;
  • Added switches and wiring to support future enhancements to the wireless network in IRC lecture halls;
  • Provisioned phone and network services for summer camps residing on campus.

In addition to the projects we completed, we also responded to day-to-day service requests and incident reports, set up new accounts for new offices on campus, performed annual maintenance tasks in Residence Halls, and assisted other ITS departments with projects and computer lab upgrades.

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Yahoops!

Yahoo had an interesting summer. First there was the recycling of dormant email accounts with the potential compromise of emails contained in those accounts. More recently, you've likely seen emails coming from friends' Yahoo! Email accounts.  Usually, the email is sent to several other people, too, and the SUBJECT is short and ambiguous, with only a few lines of text and a link to a website, followed by the original sender's name in the body of the email.

If your account was compromised in the most recent attack (i.e., you were the "sender"), the "last access" in the account was from a 3rd party partner application called "Yahoo! Partner's Application" from either Egypt, Malaysia, Armenia, India or Poland.  This login was responsible for sending out the spam.  In today's Social Media environment, granting 3rd party application access to your accounts and contacts is a common business practice.  This "Partner" company leveraged its 3rd party affiliation with Yahoo! to send spam to attempt to increase traffic to their health supplement website. 

So, how can you prevent yourself from being an unwitting spammer and what should you do if you to protect your account in the future?

If your account has already been compromised

  • Change your password
  • Change your password reset questions / answers
  • Go to "Manage Apps and Website Connections" in Account Info under the gear icon menu, upper right corner of the screen
    • This page shows the websites and applications that have access to your account through 3rd party connections.  Remove any or all that do not need access to your account
  • Triple check your "Backup email" account hasn't been modified. 
  • Delete the account if no longer needed

Protect yourself from future attacks

  • Practice good email security
    • Change passwords regularly
    • Do not reuse passwords between websites
    • Delete accounts that are not being used
    • Use complex passwords that cannot be easily guessed
    • Do not click on links without paying attention to the website
    • Just because your friend sent the email, doesn't mean the email is trustworthy
    • Notify friends and family if you feel comfortable doing so to let them know that their account has been compromised
  • Use the Two Factor Authentication option if available
    • Requires something you know (password) and something you have (initiation code)
    • This limits the access to our account only to local sessions you have initiated, instead of anywhere in the world
    • Access more information on how to setup Two Factor Authentication on some popular sites here.

For more information about email security or any other IT Security related topic, contact Aimee Swan – IT Security Administrator at x2708 or aimee.swan@oneonta.edu.

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New Employee in IT Services – Networking and Telecom

August Johnson joined Networking and Telecom, filling our vacant Telecommunications Technical Specialist position as the result of a search conducted this summer.  August began working with us as a student while pursuing dual degrees in Philosophy and English.  He graduated in December, 2012 and stayed on in a temporary capacity to help us through a busy period.  His excellent technical skills, calm demeanor and dry wit are valuable assets in this position and we are pleased to welcome him to our team!

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