User lost file on public workstation

If a user says they cannot find their document on our workstation and Jeff is not available, please contact the the Information Commons "Icicle" technical support staff at: 416-978-0429.

The staff at Icicle need 3 things:
1. The workstation number (e.g GEW001)
2. The document type (e.g Word, Excel, PowerPoint)
3. Part or all of the title the document was saved as (e.g myessay.docx)

If the user has already logged out of the desktop of the workstation, the document may not be recoverable. So it is very important they do not do this if they haven't already.

If they have closed the program they were working with (e.g Word) it is okay.

It may take Icicle staff 10 minutes to do this.

If they are successful they will place the document in the "My Documents" folder or on the desktop or the workstation where the file was lost.

Signs are posted in the Wallace Room about this, as well as warnings that automatically appear in the computer.

This occurs because the Information Commons cannot control how Internet Explorer saves temporary documents. The area they are saved in must be locked for network security reasons.

When opening these types of files from email attachments, users must choose a folder to save the file by going "save as". It cannot be the folder that opens when first saving. It should either be the "My Documents" folder or perhaps their own usb flash drive.

Extended print "wait" time

Every time a user sends a print job it sits on our network waiting for them to print it out.

If they do not pay for it within two hours...the network automatically deletes it.

For Gerstein only...this time period has now been extended to four hours.

A new network from the Information Commons

As of June 20th, along with eduroam and UTORwin networks, there is now the UofT network.

When students attempt to log on to our wireless network now, they will see all 3 of these options when in range. (whether using a cable, or wireless)

UTORwin and UofT networks are the same except the new UofT network is a one-time login. It is cumbersome to login a few times a day on ones handheld. This one-time login makes that easier.
The downside to that is it is not designed to be logged off, and is therefore not advisable to use on a computer that is shared between different users. (e.g staff laptops)

It is the better network for students to use as it includes a newer "range" (802.11n), as well as making logging in simpler. (UTORwin uses "g" and "b" ranges, UofT uses "g", "b", and "n")

As of summer 2011, there are some issues on the new UofT network with handhelds using older versions of the Android operating system. There's no timeline on resolving this. (this does not include iPods, iPads, or Blackberry's)

There is another issue with all users having to verify their UTORid before their first use of the new UofT network. InfoCommons hopes to have this resolved by September 2011.

A reminder that the Information Commons is no longer publishing paper help documents on wireless. I continue to print some out, but those will not include any information on the new "UofT" network.
More information is available here: http://help.ic.utoronto.ca/category/20/wireless-access-utorcwn.html

Jeff Heeney
July 13, 2011

TCards getting stuck in readers

Occasionally those of us at the service desks experience issues with students' tcards getting stuck in the card reader boxes.

Jeff has spoken with Mark L. and this problem is occurring due to a combination of two issues:

1. some user cards are slightly problematic

2. some card readers are slightly problematic. Put those two together and you have some cards getting stuck in some units.

The user card still works in most units...most of the time. The card reader still works for most cards...most of the time. Replacing the unit will not solve the problem as it will still 'grab' a small number of user cards that have minor defects.

TIPS for dealing with this problem

-If a patron's card gets stuck in a machine, unplug the machine, remove the card, plug the reader back in and REINSERT the card. This will allow the balance to be written so that the card doesn't get 'flagged.'

-If you unplug the card reader at the printer in the Wallace Room, make sure that when you plug it back in you don't use the outlet marked with an X, as this outlet is not working.

-Advise the user to try another printer if their card has gotten stuck repeatedly

-If there are a large number of cards getting stuck in one machine in a short period of time, let Jeff know. He regularly cleans the units, so he will know if it needs cleaning, or if it is in fact a problem with the reader itself.

-You can always try the 'shirt-tail' solution for a card that gets stuck or is unable to be read. Gently rub the metal 'chip' with a cotton shirt tail or white eraser. This sometimes helps.

Allison Bell
March 8, 2010

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