All posts by Max Cohen

Phone extensions – new location

Student techs- beginning with next week’s schedule (August 9th-15th), your extensions will now be listed next to your name on your main WhenToWork home screen rather than putting them in your shift description each day. Extensions are assigned to you on a permanent basis and will not need to change. Please let me know if you have questions or concerns!


New process for outgoing machines

Effective today (1/4/19), completed builds will be placed in the grey cabinets in the Milne 213A hallway rather than the metal shelves in 213.  Each cabinet is numbered and the cabinets will be labeled with dry-erase markers to indicate which ticket is where and what items are included.


Shipping/Receiving techs will be responsible for labeling each cabinet with the ticket number and checklist of all the equipment included with the ticket.  They will make note in the ticket of which cabinet is assigned for the machine and peripherals.  Any items which have not yet arrived from the vendor will be labeled as PENDING; this label will be removed when the item arrives and has been moved from the mailroom into the outgoing cabinet.


Machines awaiting builds will still be found on the metal racks in 213.  When you complete a build, bring it to the allocated cabinet and check the box to show that it’s in the cabinet and ready to go.  Update the ticket indicating that the build is complete and the machine has been placed in the cabinet.  The Location field in the CN Build/Rebuild and CN Device/Application Support forms have been updated to include Outgoing Cabinet; the cabinet number will be required.


When placing a machine, the placing tech is responsible for ensuring that all of the peripherals are present.  If there is anything labeled as PENDING, use a marker to indicate what you have placed and leave the info written on the cabinet; if everything is present, use a paper towel and a bit of Windex (both are next to the cabinets) to erase the entire entry.

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.

GEM network update


From Chris White, UHDS IT Director:

The updates we did in The Gem yesterday didn’t solve the network issues we’ve been having over there. At this point the problem likely exists due to some offending device connected to the network. We’re going to start monitoring traffic with Wireshark by connecting a computer to the building switch this afternoon. If we don’t find anything immediately obvious it may take few days of logs to figure it out.

So, please have your staff let The Gem residents know, when they call or email, that we are actively working on the issue and that it’s our top priority. These things can just take time to track down.


REMINDER: Name-In-Use Policy

From the desk of Andrew Wheeler:



With the school year getting underway I want to take a moment and remind everyone of how we can help create a welcoming and inclusive environment for our students and the broader OSU Community.

What is the reminder?    

Students and Employees now have the right to use their preferred name. This is outlined in the University’s Name-In-Use policy.

When is this effective?

This policy was announced in February via Inform. A reminder with the kick off of school seems prudent.

Why is the reminder being sent?

With students arriving at OSU this week, it’s possible you’ll get questions about this. We all want to create a welcoming and supportive environment for all of our students, faculty, and staff, so want to be sure you have the right information.

How does this affect me?

If contacted about using a preferred name, please refer to these relevant links:

ONID outlines a name change procedure and I recommend you walk the user through as much of the process as they prefer:

Life@OSU Announcement from January 2017 for additional context:

Campus Lab at Tykeson hall (OSU Cascades)

Please be aware that we need to do our best to support the computer lab at Tykeson hall (at the OSU Cascades campus). If we are unable to resolve a problem we can make a ticket and contact Greg Chilcote, Shannon Osborne, or David Damon to make them aware of the issue so it can be addressed.

If we get a report of printing problems, David has asked that we have the customer powercycle the printer as that resolves the issue most of the time.

Rebuilds and troubleshooting

Before we schedule a computer rebuild, we need to investigate and determine that there is a legitimate need for rebuild.  In many cases we can get the computer to the standard the customer needs without rebuilding.  Legitimate needs for rebuild include:

  • Machine has been offline for a long time and needs tons of updates, Office needs to be upgraded, machine is still running SEP, etc.
  • Persistent issues with the machine that are still problematic after troubleshooting
  • Malware infection
  • Operating System change

In particular we should not be scheduling rebuilds just because a computer is running slowly or being transferred to a new user- we can troubleshoot performance issues and clean up unnecessary profiles faster and easier than doing a rebuild.

When doing troubleshooting, it’s vital to include the steps taken as part of the troubleshoot in your ticket updates.  The machine details (specifically hostname and inventory ID) are required information; using the template but not entering those details is not sufficient.  Failing to include troubleshooting steps or machine details in the ticket will be considered a performance issue.

Finally, if you schedule a machine to be picked up for hardware troubleshooting at the build bench, please specifically state this in the ticket and highlight that line so it’s very visible to Field and Bench staff.

Let me know if you have questions.

Process change for CN loaner computers

Effective as of 10/21/15), we are making a change in the CN loaner process.  We’ll be keeping a small loaner pool at the Field area that the Field techs will keep up-to-date.  When a loaner is taken for use, the Field tech will inform the Build Bench and get another loaner imaged and brought to the field area.  When a loaner is returned from customer use, it will be brought to the Build Bench to be re-imaged.


Base will continue to use the “Request a Loaner” template in COHO, but we’ll now set the Inform Agent as the tech placing the loaner rather than Build Bench lead- this is noted in the template.


Please note that at this time we do not have Mac loaners available.

Office 2016 for Mac


At long last, Office 2016 for Mac has been released and we can install it freely on CN customer machines!  As of today all Macs built at the bench will have Office 2016, and we are welcome to help customers upgrade if they call in.  Please note that there are installers for both Mac and Windows in that location; at this stage we are only installing 2016 for Mac users.


  • Check OS version.  The machine must be on Yosemite (10.10) or El Capitan (10.11) in order to install Office 2016.
  • Check to see whether the customer has local archives (folders on my computer) in Outlook 2011.  If so, make a backup of \Users\<username>\Documents\Microsoft User Data\Outlook 2011 Identities just in case something goes horribly wrong.
  • Download and run AppCleaner, available from, to uninstall Office 2011.  Please note that there are multiple versions of AppCleaner; make sure you download the version appropriate to the customer’s computer.
  • Copy SW_DVD5_Office_Mac_Standard_2016_MultiLang_ISO_MLF_X20-44037.ISO from \\\software\Microsoft Office Suites\Office 2016 to the customer’s computer.
  • Double-click to open the .ISO file and run Microsoft_Office_2016_Volume_installer.pkg.
  • After installation,  to run the updates you have to open each application. Do not update when prompted.  After all the applications have been opened once and shut down, you can check for updates and the Microsoft Autoupdate tool will update all applications that have been opened at least once.  That should save time over the “open an application, update, close then rinse and repeat” method.
  • Once the updates finish, open Outlook. It should ask you to convert the database.  If there were local archives (from step 1) do the conversion.  If not, skip ahead and create a fresh account.