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.
Wednesday, November 21, 2012
Tuesday, November 13, 2012
Public Scanner - USB drives not working
April 2013 Edit:
Please see the more recent blog post on this topic.
Staff are still consulting with Ricoh technicians to help use reduce the number of problems we are experiencing with usb drives.
In the meantime, if a user needs helps and the usual technical support is not around (photoduplication staff) there is one thing you could try that may help.
I had told some staff already that turning the scanner/copier on and off would resolve some problems with usb drives not being recognized. However Julian mentioned it is gentler on the scanner/copier if you do this instead:
Press the “*” and the “#” on the keypad at the same time and hold for 10 seconds, the control panel will go blank and reboot. (about 30 seconds in total)
Remove the users TCard and usb drive before doing the above.
Please try this whenever a usb is not working.
If it doesn't work, try another usb if possible.
Please see the more recent blog post on this topic.
Staff are still consulting with Ricoh technicians to help use reduce the number of problems we are experiencing with usb drives.
In the meantime, if a user needs helps and the usual technical support is not around (photoduplication staff) there is one thing you could try that may help.
I had told some staff already that turning the scanner/copier on and off would resolve some problems with usb drives not being recognized. However Julian mentioned it is gentler on the scanner/copier if you do this instead:
Press the “*” and the “#” on the keypad at the same time and hold for 10 seconds, the control panel will go blank and reboot. (about 30 seconds in total)
Remove the users TCard and usb drive before doing the above.
Please try this whenever a usb is not working.
If it doesn't work, try another usb if possible.
Monday, June 04, 2012
Scanners at Gerstein
Here are the basic points, please refer to the signs posted at each scanner/copier for more specific instructions.
-only two of them (STL and in front of ILL)
-cost is free...but card with value on it must be inserted
-default is pdf (jpg is an option)
-user must select orientation (same as choosing a copy...letter portrait, letter landscape, etc)
-nothing is saved to the usb until the user presses the "#" sign. So with a pdf...most people scanning in an article will want to scan repeatedly until the article is done...then press "#" sign. This will give them the whole article in one pdf.
-only two of them (STL and in front of ILL)
-cost is free...but card with value on it must be inserted
-default is pdf (jpg is an option)
-user must select orientation (same as choosing a copy...letter portrait, letter landscape, etc)
-nothing is saved to the usb until the user presses the "#" sign. So with a pdf...most people scanning in an article will want to scan repeatedly until the article is done...then press "#" sign. This will give them the whole article in one pdf.
Wednesday, May 09, 2012
User quota on wireless is discontinued
As of May 7, 2012 the University of Toronto wireless network no longer uses a "quota" system.
This previously limited users to 1-2GB of upload/download data per week.
Whether one connects via UTORwin, UofT, or Eduroam...there is no longer a quota. This includes both wired and wireless connections to the network.
There has never been a quota on public or staff workstations. So there is no scenario where this restriction applies.
This previously limited users to 1-2GB of upload/download data per week.
Whether one connects via UTORwin, UofT, or Eduroam...there is no longer a quota. This includes both wired and wireless connections to the network.
There has never been a quota on public or staff workstations. So there is no scenario where this restriction applies.
Wednesday, February 22, 2012
The new staff printer at the Infodesk is now ready to use.
1. The name for it that you will see from your computer is:
Gerstein: Reference Dell 2330dn
2. There is a small problem after printing web pages. The display shows "34 Short paper". Just press the checkmark button beneath the display once to resolve this. (see attached photo)
1. The name for it that you will see from your computer is:
Gerstein: Reference Dell 2330dn
2. There is a small problem after printing web pages. The display shows "34 Short paper". Just press the checkmark button beneath the display once to resolve this. (see attached photo)
Wednesday, November 09, 2011
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.
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.
Wednesday, July 13, 2011
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
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
Thursday, March 24, 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
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
Thursday, December 16, 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)
4) Patrons with problems with their laptops or other devices
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/******
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