Tykeson Lab printing update

OSU Cascades IT staff have reinstated the cpads  (print release stations) in Tykeson lab.  Users may be calling with questions on how to use them;  documentation is posted on standing clipboards and lab door for students to follow.  The documentation is also here:

release your print job to the printer

The only issue that is still lingering is that large PDFs printed from Edge are about a 2 minute delay to start printing (and may be slow to print too). If printed outside of Edge (in Adobe, etc) PDFs will print very fast.  Chrome has been set as the default browser so this shouldn’t have too much impact.

Compromised Account Process

I have made some minor updates to the documentation for the compromised account process. Please review:

https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=23358#2.7

The main points are:

  • Set the TD form to “Compromised Account”.
  • Ask the customer how they were compromised and record that in the “How Compromised” field (if they know).

I have also updated the ticket triage steps to refer to this section for processing compromised account tickets.

Windows Update 1709

There have been a number of issues reported regarding the Microsoft Fall Creator’s Update, as known as the 1709 Update for Windows 10. These issues have been varied with the most common being BSODs of various errors.

This is not to say the update fails every time. It has installed perfectly fine for many users.

What follows is a list of known issues and possible resolutions.

  • BSODs at or after install – The computer will present a BSOD after post, usually referring to a hardware issue. This is the most common issue reported and the fix may vary from computer to computer. Due to the inconsistency of errors, the errors will have to go through normal troubleshooting. Please note that sfc /scannow does not fix anything in these cases.
  • Activation Issues – Windows will say that the version is not activate. If the computer is on the domain or uses a digital activation file, then this problem will self-correct eventually. If not, then manually repair the activation process.
  • CPU runs high – This can appear after the update is stuck downloading or if the update is corrupt. If this happens do the following:
    1. Launch Command Prompt as Admin
    2. Run “sfc /scannow”
    3. Wait for the process to end and then reboot.
    4. Launch Command Prompt as Admin again.
    5. Run “Dism.exe /Online /Cleanup-image /Restorehealth”
    6. Check to see if the problem persists.
  • Remote Desktop crashes – Reported, but not seen yet.
  • Apps are missing or fail to launch – While there is no reported fix yet I believe this may be due to the user privileges. If the computer is on the domain, this problem appears to self-repair after policies are applied. Otherwise, I would suggest the steps used for the High CPU error.

At this time, we are not installing 1709 on CN computers.

If the computer is a personal computer and the customer insists on installing 1709 then please make sure to do the following:

  • Ensure there is enough space one the disk and the disk is free from errors.
  • Video drivers are up to date.
  • Unplug all external drives and devices.
  • Disable or uninstall any virus protection software.
  • Perform a Windows Clean Boot.
  • Use a local admin account, not a domain account.

These steps should help mitigate the risk of installing the 1709 update.

Avaya CMS Upgrade 10/30/2017

I received the following notice from Telecom today:

OSU telecom will be moving to a new CMS server on Monday October 30th at 7pm. CMS provides you with reports for your respective Call Centers or the ability to login and view real time statistics.  Monday October 30th will be the last day you will be receiving a report via email or have access via the CMS supervisor software. After the cutover, we will be setting up new login accounts that will allow you to log into CMS via web browser (Google Chrome, Firefox). If you do not need access to this service, please reply to this email and we will remove you from the list. The move to the new CMS server is due to the dismantling of our central support group (iNOC). We will be contacting you with your new login credentials and instruction as soon as possible. We appreciate your patience during this transition. Please let us know if you have any questions or concerns.

I will share login information for the new system with staff once it is available, and will update instructions in TD and the KeePass entry.

TeamDynamix Email Service Upgrade

In preparation for the impending launch of TeamDynamix v10.0 this Saturday morning, we will be upgrading the service that processes emails and creates tickets from them.

This upgrade will occur today, Oct. 20th at 5pm. Expected downtime is less than 10 minutes. During this window, incoming email will not be processed and tickets will not be created. After the upgrade is complete, emails should resume processing as usual.

Thank you for your patience as we get this resolved.

Great Shake Out and OSU Alert Test

Today, 10/19/2017 at 10:19am, the state of Oregon and OSU will participate in the Great Shake Out for earthquake and tsunami preparedness.

For more information: http://emergency.oregonstate.edu/oregon-shake-out

The general recommendation is to get under something like a desk until the shaking is over. I’m not asking you all to do that today, but I would ask that you look around your work areas with an eye to any safety concerns, and notify me of anything worrisome.

We may get questions today about signing up for OSU Alert. More information here: https://oregonstate.teamdynamix.com/TDClient/KB/ArticleDet?ID=27498

Service Desk Digest – 10/18/2017

CPHHS Share Migration Tonight

Tonight starting at 7pm, the CPHHS home and share folders will be moved to the following new paths:

  • \\cphhs.sig.oregonstate.edu\CPHHS_Home
  • \\cphhs.sig.oregonstate.edu\CPHHS_Share

Customers were notified via email Monday and today, and were advised to close all files and either log off or shut down their computers before the end of the day today.

Windows users should automatically reconnect to the correct paths. Mac users will need to click on Go – Connect to Server and enter: cifs://cphhs.sig.oregonstate.edu

ID Badges

Please wear your ID badge at all times while on shift. This helps identify you as a Service Desk employee. Thank you!

Reminder about Account Security

It came to my attention recently that a Service Desk technician told a customer to get someone else’s password.

This is not okay. We should never ask a user to give us their ONID/OSU password, and should not ask users to give their password to anyone else.

Upcoming Events

Trick-or-Treat Tour – on Tuesday, October 31st at 3pm-5pm, the Service Desk Walkup will be visited by participants of the Family Resource Center Trick-or-Treat tour.

Costumes would be awesome, but of course are not required. Please keep it G-rated for the kiddos.

General IS Help form moved to TDx

The general help form has been migrated from a Drupal form to a TDx form. The form is linked via the “Get Help” button on the IS website.

The main benefit of this change is that the requestor will be set automatically on general help requests submitted via the web.

For SSO-authenticated users, requestor name and contact information will be set for them. We ask for phone number so the requestor can provide a unique contact for the request.

For non-authenticated users, name and email are required, and the requestor must complete an image captcha.

If you see any issues with the new form, please post them in the #teamdynamix channel in Slack.

Duo is Live

Duo is live, and the IS Service Desk is the first point of contact for support.

So, if you have missed the memo up to now, please familiarize yourself by reading the following:

  • Duo Infosheet – search for #duo in the TDx KB to find it
    • Please read the section about issuing bypass codes, which is probably the most common request we will receive.
  • Duo website – includes sign-up link and FAQ

All Service Desk employees are members of a Grouper group granting access to the Duo Admin tool to issue bypass codes. The link to the bypass code tool is in the InfoSheet above.