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 and Lab support staff at the Information Commons (Icicle)

I recently saw this photo on the InfoCommons support staff web page and thought i'd share it.
I know their faces well...but i think many of you do not. And it would probably be helpful to be a bit more familiar with the staff who support all our public workstations, public printers, and our instruction lab equipment.

If, in my absence, any of you have to call the "Icicle" phone number for support, these are some of the people you would be speaking with.

http://support.icicle.utoronto.ca/support_photos.html

The only one missing here is Brett, who works in the same capacity as Eugene.
Mark oversees the group. Eugene and Brett work in the background as administrators most of the time. And Antonio, Jennifer, Leon and Ming are typically answering phones and coming over to Gerstein to fix problems for us.

Gerstein & Information Commons Support Changes

All staff,

The Information Commons (IC) Support for public workstations & printers and instruction labs is being consolidated in Robarts under the direction of Mark Leighton as of next Monday, March 15th.

Contact with IC regarding public equipment will be handled very similarly to current practice. That is, with the assistance of all staff, Jeff will continue to be informed about any problems with public equipment. Jeff will also continue as Gerstein's contact with the IC support team, reporting equipment problems via their new OneStop service (416-978-0429 or email icicle.support@utoronto.ca ).

If there are minor equipment problems and Jeff is unavailable, please email or voicemail Jeff.

If there are major equipment problems and Jeff is unavailable, please call the IC support team at 416-978-0429 and then email/voicemail Jeff about the issue.

Sandra
March 10, 2010

Information Commons and Knowledge Base Web Pages

The Information Commons has changed the look of their web page, and a year ago added something called their "Knowlege Base" web page.

Many of those questions we are often asked (esp, quotas, blocking, linux, pda, iphone) or have been placed in this blog in the past, can also be found at the following links.

Here's the Knowlege Base page for Questions in Wireless Access:
http://help.ic.utoronto.ca/category/20/wireless-access-utorcwn.html

Here's the Information Commons page for Using the Wireless Network:
http://wireless.utoronto.ca/using