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 2)

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: http://help.ic.utoronto.ca/******

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

Connecting Unsupported Devices to UTORwin - web help

The Information Commons Knowledge Base now has a page that provides a bit of help on connecting unsupported devices like phones, iPad, etc.

I've made it a permanent link at the top of this blog, but i'm copying the address here as well:
http://help.ic.utoronto.ca/content/20/181/en/are-mobile-computing-devices-like-pdas-or-the-iphone-supported-by-utorcwn.html

I've also taped a copy of this to the Information Desk where we keep the wireless handouts.

Nov 20, 2010 entry: an excellent pamphlet has been created to help with the different types of handhelds. Please refer users to it first as it is much more helpful than what I taped to the infodesk. The pamphlet is called "Connect to library services using your mobile device".

Wireless Printing Now Available For Mac And Linux

Although no laptop can print to the Gerstein colour printer, Mac and Linux laptops can now print to all the same UofT printers and locations that Windows machines can.

The instructions and printer drivers are at the same location as before:
http://printhere.utoronto.ca/

If you would like to see the full list of locations you can do that from the driver download page:
http://printhere.utoronto.ca/uniprint/packages.asp

However this new information came after the copying of our wireless printing handout. So the Mac side of this handout is incorrect. The Windows side is correct.

Nov 2010 Entry: a sign is now at the Infodesk showing Mac users where to go to make printing function on their computers.

Wireless Printing - previously installed drivers must be reinstalled

As of September 13, 2010, there has been a change to service in Wireless Printing.

Users with a previous installation of wireless printing must remove the old wireless printer(s) and install the new wireless printer(s) to use the service. Instructions can be found at http://printhere.utoronto.ca.
Printable instructions will be available soon on the website.

Windows users will receive a popup when trying to print that instructs them to visit http://printhere.utoronto.ca to update their printer(s).
Continuing to use the old printer(s) will result in a an error.

The new wireless printing service will allow for Mac and Linux users to print to the same printers as Windows users. With this new service, future upgrades will cause minimal disruption to users.

Chris Finley Sept 13/2010

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

iPad Can Connect to UTORcwn

I suppose some of you may have missed the hype about the new iPad. It is like a computer but the size of a small thin book or magazine.

I was able to help a user with connect one to our wireless today.

Add this to the ever-growing list of small devices that behave much like a computer...and our Information Commons Help Desk does NOT "officially" support. (staff there are not trained to do this...we do not have help sheets for users to do this...users are "on their own" so-to-speak)

I have never been successful at helping users with PDA's, iPhones, or Blackberry's get connected to our wireless network even though it IS possible. I tell them to find someone they know with the same device and ask how they did it.

So I just want to say that like all those other devices...the new iPad can connect as well. Just don't tell users to go to the Help Desk for help.
In my absence you can point them to the Mac wireless handouts. They just need the SSID, security type, and encryption key...same as every other device. (UTORwin, WEP, UToronto1home)

Public Computer Upgrades Complete

Except for some minor problems, about 70 of our older computers have been replaced.

Not only have the computers, monitors, mice and keyboard been replaced, but a new image has been installed. (new image = new hard drive installation)
This has been done on all public computers, not just the 70 new ones.

It is still Windows XP...and all the usual software. But frequently updated programs like Adobe Acrobat Reader, Java, and Flash will have had there most recent versions installed. And Internet Explorer is updated from 7 to 8...and Firefox is updated from 3.0 to 3.6.

Basically, they did a really great job and we should notice no changes. But they deal with so much software and plugins that there could be small problems that are less noticeable. Please let me know if you hear of any users experiencing problems.

Procedures - Visitor Cards, Courtesy Cards, Vouchers and TCard Claims





SEPTEMBER 29, 2010:  dedicated card dispensing machine arrives, no longer buy back visitors card bought by mistake
JUNE 10, 2013 UPDATE:  change machine removed, the library no longer provides change

Visitor Printing/Copying Cards

Blank visitor cards can be purchased for $5.00 from the Cash to Card machines. Funds for printing/photocopying are then loaded on the card using the same machine.
Costs
Printing = 15 ¢ per page
Photocopying =10 ¢ using a card;
15 ¢ using coin-operated machine

Card Flagged Error Message
If a users’ card is showing the error message ‘Card Flagged’ when they try to print or photocopy, they should be instructed to go to the last machine where the card worked, and reinsert the card into that machine. This should remove the flag.

If they cannot remember which machine to go to, or if this does not remove the ‘flag’ they should be instructed to go to the T Card office (2nd Floor Robarts) to have the card unflagged.


Courtesy Cards

Courtesy cards, vouchers and the Gerstein Staff Print card are all stored in the locked black printer cabinet behind the Information desk.

‘Courtesy cards’ are visitor cards which are held at the desk for the use of one-time visitors to the library when they have only a few pages to print. If the user is photocopying, they can be directed to the coin-operated machine and the change machine if they do not have coins.

If someone comes to the desk and asks for one of these ‘Courtesy cards’ they are likely not a one-time user and should be instructed to purchase a visitor card. Desk staff should use their discretion as to when the card can be borrowed by a patron.

When the courtesy cards are loaned out, the staff member must request a piece of identification from the person borrowing the card, which will be returned when the card is brought back to the desk. Staff should lock the ID into the black printer cabinet to keep it secure for the patron. If your desk shift is ending, let the next person who comes out know that the ID is being held in the cabinet for a visitor.

When lending these cards, the staff member should tell the patron that any funds left on the card will not be refunded, and to only load the card with the amount needed to cover the cost of printing.











Vouchers aka “Gerstein Public Printer Voucher for Missing/Defective Print Jobs”

Vouchers are issued when a patron uses their TCard or a Visitor card to print, and payment is subtracted from the chip on their card but the machine does not print/photocopy, or does so but the print/photocopy is damaged or illegible.

Vouchers are filled out at the Information Desk by desk staff, indicating the number of pages lost. Having a voucher allows a patron to approach the Information Desk at a later date and ask that a print/photocopy job be printed at a public printer by a staff member using the staff print card in the printer cabinet. When issuing a voucher, please inform the patron that are only to be claimed at Gerstein (i.e. patrons cannot take these to the Info Commons or Robarts to get print jobs). This is purely an internal Gerstein procedure.




















Gerstein Staff Print Card

The staff print card is located in the printer cabinet behind the information desk. It is preloaded with money by the library. This card is never given to patrons; staff must accompany the patron and use the card to print their materials for them. Remember to return the card to the printer cabinet when finished with it. If the balance is low, please report to Jeff Heeney.











TCard Claim Forms

TCard Claim Forms are issued from the Loan Services Desk when a Visitor Card is not dispensed by the Cash to Card machine or when a patron has deposited funds that are not added to card.

Staff must record the 8-digit ITC number from the back of the claimant's TCard on all claim forms forwarded to the TCard Office. They cannot process a claim without this number. Then the patron fills in the form and leaves it with staff at the Loan Services desk. The Library's Business Office at Robarts Library follows up on the claim.


Bill Changer Claim Form

The bill changer provides loonies and toonies in return for $5, $10, and $20 bills. If a patron has lost money using this machine, a Bill Changer Claim form is issued. These forms are kept at the Loan Services desk as well.


WHAT TO DO WHEN:

A patron puts money in the Cash to Card machine and no card comes outTake the patron to the Loan Services Desk and ask for a TCard claim form. Advise them to fill it out and leave it with Loan Services staff.

Patron prints from the internet but printer runs out of ink halfway through (patron paid for 12 pages, but can only read 6).
Use the Staff print card to reprint the 6 illegible pages, or issue a voucher for 6 pages if the patron is in a hurry and must leave.

Patron brings a book to the Info desk and asks a staff member to photocopy a chapter for him, because he is a visitor from out of town and doesn’t have a T card.
Direct the patron to the coin-operated photocopiers and the change machine.

Patron would like to print out an online article, but she is visiting from another University.
Give patron one of the courtesy cards in exchange for a piece of identification. Advise the patron to load the card only with the amount of money equivalent to the number of pages she wishes to photocopy as there are no refunds for money left on the card.

Student comes in with a voucher from September 2008 for 4 pages and asks to use it to print a 10 page article.
Tell the student to send pages 1-4 and 5-10 to the printer separately. Take staff card from printer cabinet and accompany student to the printer. Print pages 1-4 using the staff card, and instruct the student to use their T card to print the remaining pages. Put the staff card back in the printer cabinet when done. There is no expiry date on a voucher.

A patron tries to change a 5 dollar bill and only a toonie is dispensed.
Take the patron to the Loan Services Desk and ask for a Bill Changer claim form. Advise them to fill it out and leave it with Loan Services staff.

A patron buys a visitor card by mistake when attempting to add money to a T-Card. (they cannot refund or exchange it, it is their permanent card....JH edit)
We will refund this money to them. Here is the process.
1. The user hands over the visitor card to the staff member.
2. The staff member fills out a TCard claim form. Where the form says ‘Reason for Refund’ in the Notes field on the right, say "card purchased in error."
HAVE THE USER SIGN THE FORM. It doesn't matter where.
3. Attach the visitor card to the TCard claim form and give it to Peter or Renata
4. Give the user $5 from the float of $5 bills
5. Peter or Renata will leave a note on the $5 float, alerting staff that the float will not be $100. Peter or Renata will send the TCard claim form and the card to Julian and who will return the funds to Peter or Renata.
WE DO NOT REFUND MONEY IF TOO MUCH VALUE WAS ADDED TO A VISITOR OR TCARD


Last updated: March 2010, AB

Last updated: June 2013, JH

FYI
The public printer system will retain jobs for only two hours.