The Ricoh copier swaps for campus started yesterday and will continue for the next few weeks. I will be cleaning-up the aftermath as much as I can onsite for campus departments, but the Service Desk will be getting calls from Extension sites, users who were out of the office at the time of the swap, and any other stragglers.
If a user calls in after the swap to get help with getting the new copier added, or getting the old copier removed, just create a standard Service Request and process it as you would any other printer ticket.
I will make an effort to dump the initial ticket for the departments to be swapped on a given day into the sd-callcenter channel in Slack, but if you need find a specific ticket I created a ticket report in TD named ‘SD – Ricoh Copier Swap’ that should have all of the initial tickets in it.
The Ricoh copier lease contract for the campus is expiring and a new purchase process has been implemented. Ricoh representatives will be working with the Printing and Mailing office to facilitate the transition of the currently deployed copiers with the newer models. The current arrangement we have with P&M to handle copiers in departments we support is as follows:
- The new copier arrives at P&M for staging.
- The configuration for the existing printer is copied via the network and applied to the new copier by a Ricoh technician.
- A ticket is created in TD for the copier swap (either by me or by the copier contact in the department).
- I enter the new copier in in Cyder, create a new print queue, and spin up a new security group (or rename the one for the old copier if applicable).
- The placement of the new copier is arranged with the department it is going to and the copier contact in the department is supposed to notify me (this may come in to TD as a standard Service Request).
- The copier is delivered and installed by a Ricoh technician.
- I update the queue if needed and have the new GPO is applied to the appropriate OU.
- Windows users should see the new copier after a restart and not see the old copier. Mac users will need to be reconfigured manually.
Any tickets regarding the swap from previously leased Ricoh copiers to the newly purchased models that are generated by a user contacting us should be assigned to me in TD.
The list of machines that are in the Office 2016 deployment collection for tonight can be found here (Aug 15 sheet): office-2016-push-collection-oct27
The Network/Telecom teams have asked that we complete a packet capture on machines still having issues with Outlook opening normally. To facilitate this I have put together some basic instructions for installing Wireshark (the application we will use to capture packets) and what to do with the capture file.
Please complete the steps below when remote-connected in to a machine experiencing the Outlook connectivity issue:
On the user machine:
- Navigate to \\software\Scratch\Wireshark\ and double-click-on the appropriate Wireshark installer (most or all machines should be 64 bit).
- Enter your admin credentials into the UAC prompt.
- Click on the following buttons to complete the install: Next > I Agree > Next > Next > Next > Next > Install.
- After a couple of minutes, a second install wizard will pop up.
- Click on the following buttons to complete the second install: Next > I Agree > Install.
- When the second installer finishes, leave the Reboot now radio button selected and click on the Finish button.
- Have the user log into Windows when prompted.
- Wireshark will complete some additional install steps. When it completes the install, click on the Next button, check the box for Run Wireshark 2.2.0 (64-bit), then click on the Finish button.
When the Wireshark screen comes up:
- Click on Capture > Start to start the packet capture.
- Launch Outlook and let it run until it either loads or fails to load.
- Click on Capture > Stop then File > Save As.
- Enter <machine name_ date> as the file name (eg. SOLIT-OP960_28SEPT16) and save it to the user’s desktop.
- Move the capture file to \\software\Scratch\Wireshark\, update the ticket with the file name and any other relevant information, and let Max know there is a new capture to review.
- Close Wireshark.
If Outlook did not load properly for the user, complete additional troubleshooting steps as needed.
If you have any additional questions, please direct them to Max Cohen.
Below is the list of AABC machines that were pushed to last night: