If any users come to the desk saying their UTORid does not work, they have two options:

1. Ask them to go to this web page and enter their UTORid and password, then go back and try logging into the service they were having trouble with: https://www.utorid.utoronto.ca/cgi-bin/utorid/verify.pl

2. Go to the Information Commons Help Desk at Robarts

Our annual public computer and printer upgrades are almost complete.

There remains a few computers in the Morrison Pavilion out of order, but all others have been upgraded and are working fine.
Both print stations are working for all computers.

UPDATE OCT 9
Double-sided copying is now the default.

Slow logins are still causing a few questions every day. Ask users to be patient. It has taken as long as 3 minutes for a computer to login. Most are inbetween 30 seconds and 2 minutes.

Print jobs not arriving at our print stations is being caused by experienced users who don't expect to see the new print confirmation window. There are now two. The first one is the one eveyrone knows...where you enter your name. The second one is new and shows the cost, page count, and warns it will be double-sided.
Ask users to resend the print job, but to wait 10 seconds for the second confirmation window to open.

Firefox Denying Access to E-Resources

A problem has just come up with accessing e-resources from off-campus. (Insert by Jeff H.: it is both on and off campus)
If you use Firefox and try to authenticate with my.access you will get a warning that "myaccess.library.utoronto.ca has been reported as an attack site and has been blocked based on your security preferences".

Please tell users to click on the "ignore this warning" message (you'll find it in the lower right corner of the red box) and they will get sent to the authentication page.


We hope to resolve this issue as soon as possible. Sorry for the inconvenience.

Marc Lalonde 05/12/2008

Some users can't open the login page for hotmail.

This is not a problem with our network or equipment.
It is a problem at Microsoft.

The solution I have hasn't been tested thoroughly but may help you with a user in my absence.
Tell them to try "login.live.com" or "hotmail.com"...and to avoid "http://www.hotmail.com/".

Again...the only thing i'm certain of...is that it is not the fault of our network.


Don't confuse this with the year-old problem we've been having with attachments in hotmail.
The solution for that is to get the user to access hotmail using Firefox instead of IE.

Public PC Login Issue

PROBLEM: users UTORid and password suddenly don't work. Public PC responds as if it is incorrect. (may occur on more than one PC)
SOLUTION: If the network cable of the public PC is removed and put back, and you hit 'Cancel' at the login prompt, the PC logs in fine afterwards.

But for us to track this problem and resolve it, I need to know the time of the incident and the PC number.
So please call me immediately if i'm here.
If i'm not around, you may try the solution yourself (email/phone me the day/time/PC#)...or put an out of order sign on the PC and email or phone me.

This problem is extremely rare now, but may still occur. Jeff - Feb/08

Public PC Login For Users From Another Campus

If a student comes to us from another campus and needs to log into our public PCs for the first time...they have to register despite the fact that they have already done so at their own campus.

But the registration process is different for those with a UTORid on their card.

1. If the UTORid is on the users card, they must go to Robarts Information Commons Help Desk.
There they are issued a secret activation key to complete the process. It cannot be issued here, nor can they use any such key given to them at another campus.

2. If the UTORid is NOT on the users card, they can register here from our locked Public PCs.
Direct them to the button in the lower right corner of the public PC login form that states"UTORid Activation and help...".

Mac laptops not showing the login page for UTORcwn.

I've been told by IC staff that it is not possible for Mac computer users to see the login web page if they try to access the web using Internet Explorer. (this is called authenticating)

What they have to use is a Mac Internet browser called Safari.
Using Safari they will see the login screen and can connect. After that, they could use any Internet browser they want without a problem.

Login to network not working.

User has tried logging into our network and cannot. (wired, wireless, public PC)
Has tried on two different PC's, or twice on their laptop.
Is certain that they are entering the information correctly, and may even state that it worked recently at Robarts or elsewhere.

Information Commons has recently suggested that before sending them to their Help Desk we could get them to check their information at the UTORid web page. Either with our help at the desk, or by themselves...using the new user access button "UTORid Activation and Help" to get in.
Follow this path:

1. https://www.utorid.utoronto.ca/
2. Click on Activate
3. Enter your UTORid
4. Enter your UTORid password (not your Secret Activation Key)
5. Click on Validate (see below)

=============================================
Enter your UTORid:

Enter your Secret Activation Key:

your UTORid and Secret Activation Key.
=============================================

This will fix a majority of the 'users credentials don't get into the system correctly' problems and allow the users to login almost immediately. Otherwise, it will give an indication of what the problem may be if it can't be fixed.

If the Validation form responds that the validation succeeded, then they should try to logon again. It should work (99.99% of the time) if they've confirmed the account is valid.

If the validation fails, then they need to come to the IC Help Desk for someone to determine what the problem really is.