Technical support over the holidays

This is to clarify any potential public PC or public printer problems which may occur over the holiday period (Dec 22 – Jan 4)

Please note the Information Commons will be providing some basic support coverage for problems regarding the public PCs and printers. (December 22, 23, 29, 30,  Jan 2 )

1) For problems with public PCs and public printers:

a) Problems can be reported via phone to the Info Commons Icicle staff at 416-978-0429.
b) Requests can also be made via e-mail at icicle.support@utoronto.ca (with a cc to Jeff so he can track problems as well). Include in the email: time, date, machine #, problem details
c) If applicable put a pink out-of-order sign on the PC or printer



2) For network problems (e.g. staff or public PCs not connecting to Internet, etc)

• call ITS at 8-5555

3) Patrons with problems with their laptops or other devices

• advise them to follow the handouts on the Info Desk  (especially the first part about verifying their UTORid  since they may have bought/received a new device and need to verify their UTORid on this new device)
• patron can be advised to call the IC Help Desk (978-HELP).  Their holiday hours should be posted soon on their website: http://help.ic.utoronto.ca/
• if the patron is not from the UofT, but another university, they can be advised to try connecting to the wireless through eduroam.  The patron can use a LIRA station to Google eduroam and their home university (e.g. eduroam McGill) and see how to setup their device following their home university instructions

Public equipment & the holidays

1) For problems with public PCs and public printers:

a) Problems can be reported via phone to the Info Commons staff at 416-978-0429.
b) Requests can also be made via e-mail at icicle.support@utoronto.ca (with a cc to Jeff so he can track problems as well). Include in the email: time, date, machine #, problem details
c) If applicable put a pink out-of-order sign on the PC or printer (signs kept in lower reference drawer)



2) For network problems (e.g. staff or public PCs not connecting to Internet, etc)

• call ITS at 8-5555

3) Patrons with problems with their laptops or other devices

• advise them to follow the handouts on the Info Desk
• cables (From the Loans Services Desk) can be loaned to patrons who have wireless problems (take ID from patron)** Please remember to give the patron the handout notifying them of the cessation of the docking/network ports in January 2014
• if handouts and cables do not help with the problem, patron can be advised call the IC Help Desk (978-HELP).  
• Their holiday hours should be posted soon on their website: http://help.ic.utoronto.ca/

Holidays and public equipment support

Holidays and public equipment support


This is to clarify any potential public PC or public printer problems which may occur over the holiday period (Dec 22- Jan 6)

Please note the Information Commons will be providing some basic support coverage for emergent problems regarding the public PCs and printers.


1) For problems with public PCs and public printers:

a) Problems can be reported via e-mail at icicle.support@utoronto.ca (with a cc to Jeff so he can track problems as well). Include in the email: time, date, machine #, problem details

b) Requests can also be made via phone to the Info Commons staff at 416-978-0429.

c) If applicable put a pink out-of-order sign on PC (signs kept in lower reference drawer)




2) For network problems (e.g. staff or public PCs not connecting to Internet, etc)

• call ITS at 8-5555

4) Patrons with problems with their laptops or other devices

• advise them to follow the handouts on the Info Desk
• cables (From the Loans Services Desk) can be loaned to patrons who have wireless problems (take ID from patron)
• if handouts and cables do not help with the problem, patron can be advised call the IC Help Desk (978-HELP)**** The Info Commons Help Desk is phone-in only during the holiday period. No walk-in or email service. See: ******

This is to clarify any potential public PC or public printer problems which may occur over the holiday period (Dec 20- Jan 4)

Please note there is no official technical support during the holiday period.

1) For minor or non-emergency problems with public PCs and public printers:
* email a record of the problem to Jeff Heeney (j.heeney@utoronto.ca) (time, date, machine #, problem details)
* will be attended to when normal activity resumes week of Jan 7th
* if applicable put a pink out-of-order sign on PC (signs kept in lower reference drawer)

2) For emergencies (defined as BOTH public printers non-functional)
* call Mark Leighton on his cell 416-688-7690 (number on blotter) and leave a message
* may be attended to as is convenient on his personal time (be prepared for a good chance of delayed/no response. )

3) For network problems (e.g. staff or public PCs not connecting to Internet, etc)
* call ITS at 8-5555

4) Patrons with problems with their UTORids
* please first try the following webpage to see if the options will help (activate UTORid on your Tcard; create a UTORid; check your UTORid; reset forgotten UTORid password):
-from Gerstein home page click on "Find UTORid info" (on lower left “How-to” column)
* if these options do not solve patron's problem, patron may want to call or walk to Info Commons Help Desk (978-HELP)
* please note the IC Help Desk has considerably reduced hours over the holidays (check their website)

5) Patrons with problems with their laptops (wireless or docking ports)
* advise them to follow the handouts on the Info Desk or in the binder
* if handouts do not help with their problem, patron can be advised to walk-to or call the IC Help Desk (978-HELP; see note above regarding reduced holiday hours)
* cables can be loaned to patrons who have wireless problems (take ID from patron)

Heather 17/12/2008