Consultant Training

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Consultant Training
Presented by The ITSS Lead Lab Consultants
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(No Transcript)
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Lead Consultants

• What do we do?
• Reports
• Schedule/Shuffle Students
• Help out lab consultants
• How to reach us
• Lead Cell 218-428-4567 (first dial 9 when on
  campus)
• Lab Help Line x8052

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Login and Scheduler

• To log in to scheduler www.d.umn.edu/labwww

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Main Scheduler Page
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Viewing Your Schedule

• Select weekly schedule
• See your hours worked, minutes remaining, and
  when/where your shifts are.
• Swapping Shifts
• Click the Swapboard link for the shift to be
  swapped.
• You will get to choose to swap the shift
  permanently or just that selected week.
• You also have the ability to swap portions of
  shifts.
• Do so in increments no less than 1 hour.

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Punch Into A Shift
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Picking Up Shifts
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Procedures for giving up shifts

• Swap shifts at least 24 hours in advance
• Do not give up shifts that are less that one hour
  long without express permission from Rick.
• Shifts are your responsibility if not picked up
  by someone
• Unless excused by Rick
• Call Rick (day) or the Leads (evenings/weekends)
  if missing shift due to unavoidable circumstances
• E-mail labmanager_at_d.umn.edu to explain
  circumstances for missing shift

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More from the labwww page
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More from the labwww page

• Lab Check-In System
• Generate Guest Passwords
• Process Full Access and Disk Storage Cards
• Fill Out Trouble Reports
• Check Students Access Level
• Basic or full

Also, become familiar with our public lab
pages. These include lab class schedules,
printing information, live usage statistics,
software and hardware listings and numerous other
helpful things. -www.d.umn.edu/itss/labs
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Verifying Student Access
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Authentication - Who Can?

• Basic vs. Full Lab Access (Cost 70.18 /
  semester)
• Reasons Why Customer Cant Authenticate
• Customer didnt pay fee
• Changed passwords
• Customer might be logged onto multiple computers
• To minimize this problem, log out customers who
  have left and forgot to log out of their
  computers.
• Customer suppressed directory entry

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Issuing Guest Passes

• Use Guest account retrieval for issuing guest
  passes for individual students
• Use Lab group guest account retrieval for
  issuing guest passes for a whole class
• Issuing guest passes generates a trouble report -
  do not forget to fill out comments section when
  issuing individual guest passes

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Issuing Guest Passes

• Guest passes are valid for 1 day only - expires
  at midnight
• Circumstances why students might not be able to
  authenticate
• Password needs to be between 6-8 characters long
  (if longer have them try entering the first 8
  characters)
• Student has personal information suppressed in
  the UMD directory (if student wants to continue
  to have information suppressed issue guest pass
  and generate a trouble report)
• Student just purchased lab access and is not able
  to authenticate yet.

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Card Processing

• Cards can be purchased at the cashiers window
  (DAdB) or Campus Stores
• Select Full Access for access to full access
  labs
• Day pass 6
• Week pass 20
• Semester pass 66.15
• Select Disk Storage for additional storage
  space
• Adding 100MB 6
• Enter student ID
• Remember to process paper database report form as
  well (green)
• Bring to Kplz 146 if Roving

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Problem? Get all the information

• When a problem occurs
• Get an accurate description of the issue
• All machines are having trouble is not enough
  information to solve the problem.
• Get a sample of the problematic file(s).
• What really helps?
• The version of the image, from the upper right of
  the desktop, or the login dialogue, of machines
  with the problem.
• Specific machines exhibiting the problem (actual
  computer numbers).
• Whether or not the problem is specific to certain
  machines.
• Whether or not specific files cause the problem.
  Copies of specific files, their URLs if
  appropriate, exact steps of what causes the
  problem.

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Problem? Follow the call lists

• Call the lead on duty...
• if that fails Call the Lab Manager cell
  phone...
• if that fails Move down the list...
• (eventually, you will travel all the way through
  the ITSS hierarchy, and somebody will be able to
  help you)
• Do not call help desk to report problem in labs
• Real Emergency?
• Call 911!
• Then, call Lab Manager
• AFTER both of these, approach the situation as
  needed.
• If the Fire Alarm is going off get everyone out
  of the lab and close the doors. Then follow the
  posted exit signs.

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Trouble Reporting

• New System RT
• Fill out as much info as possible
• Sends e-mail to appropriate staff people
• Reply to this e-mail if there are any updates to
  the problem that staff should know about
• Give as much detail as possible
• Description of problem
• Trouble-shooting attempted
• Tape Out of Order (blue) sign to
  computer/monitor

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About Printing
http//www.d.umn.edu/itss/labs/printing/faq.html

• We use a pay-per-page system
• Pay with Ucard or Campus Cash card
• Value can be added to both at Cash-To-Card
  Machines located on the 1st and 3rd floor of the
  Library, Kirby Student Center by the Info Desk,
  and Swenson Science 2nd floor by the skywalk
• We offer Color and Black and White printing in
  sizes 8.5x11 and 11x17 depending on location.
• Most ITSS labs have at least a 8.5x11 BW printer.
• http//www.d.umn.edu/itss/labs/hardware/index.html
  has a detailed list of hardware in each lab.

Printing Costs 5 cents per 8.5 x 11 inch
black and white page 20 cents per 11 x 17 inch
black and white page 1.00 per 8.5 x 11 inch
color page. 2.50 per 11 x 17 inch color
page.
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Printing Duties

• Refilling paper
• Reams located in library 118.
• If you run out, call Lead on duty.
• Color paper (Yes there is a difference!) call
  Lead.
• Printing refunds
• Black White printing errors under 1 use your
  card.
• Color printing errors always use print refund
  form.(pink)
• Also
• Replacing toner
• Troubleshooting printers

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Printing from Laptops

• Students can install a program to print to the
  lab printers from their laptops.
• To download and install they need to go to
  http//www.d.umn.edu/itss/labs/printing/pharos.htm
  l
• You should read through the documentation so you
  can assist if needed.
• Note As of now, Windows 7 and Snow Leopard (Mac
  OS 10.6) are not supported for printing. (At this
  time the software companies have not put out a
  client for Windows Vista, but we are working on
  finding a solution.)

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Lab Etiquette

• Do
• Be attentive to the lab environment.
• Troubled-looking students? Help troubleshoot.
• Dirty Lab? Tidy up.
• Class in session? Put up a sign.
• When it's slow
• Push in stray chairs,
• Log out inactive sessions,
• Check printer paper levels.
• When it's busy
• Be attentive and visible
• Troubleshoot issues as they come up.
• Do Not
• Do homework.
• Talk on a personal cell phone.
• Bring food or drink into the lab.
• Listen to a personal mp3 player while on-duty.

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Location of PC Labs

• ENGR 204
• HUM 470
• SSB 216
• KPLZ 143
• LIB
• MWAH 177
• SCC 41 (not full access)

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Location of Mac Labs

• Library Lab 118 and 3rd floor
• MonH 239
• MonH 209

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Procedures First Lab Shift

• If any item or equipment is found missing or
  damaged, fill out a trouble report form in RT
• Turn on all appropriate equipment
• Example macs, lights, fans, etc.
• Clean work area of any excess paper and trash.

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Duties

• Be On Time
• Customer Service Orientation
• Be attentive / approachable
• Check paper in printers
• Clean up lab, straighten chairs
• Help professors

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Procedures Closing Labs

• Shutdown equipment Macs
• Close lock ALL windows, close shades
• Open windows set off most alarms!
• Turn off all appropriate equipment
• Example macs, lights, fans, restart PCs, etc.
• Clean up work area, all garbage, push in chairs

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Network Folders

• Windir Where students can store documents and
  files.
• WWW Where students can put their webpage, it
  can be viewed at www.d.umn.edu/username
• Full time students have a total of 100 MB of
  storage space this includes their Windir, WWW,
  and email space.
• If they go over their storage limit it can result
  in being locked out of their account, which can
  be resolved by the helpdesk.

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Logging On To Wireless
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Connecting to Projector

• If the instructor is using the instructor
  station, turn the projector on by using the
  keypad on the podium
• There are 2 sources one for the desktop and one
  for a laptop connection.
• If instructor wants to use a VCR or DVD player
  hit the Video button to display on screen

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Connecting Instructor Laptops

• To view laptop through the projector, connect VGA
  cable to back of laptop
• Press the Laptop button on the keypad.

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Mac Labs General Mac Info.
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Mac Labs General Mac Troubleshooting

• Student unable to authenticate?
• If authentication window gives a wet dog shake
  when trying to log-in check computer Ethernet
  connections and try again
• Printing Issues?
• Switch output from Binary to ASCII when
  printing from graphics applications (Photoshop,
  Illustrator, QuarkXPress)
• Burning a CD?
• CD icon should show up on desktop when CD is
  inserted into the drive
• Copy files that need to be burnt, into this CD
  icon/folder
• Drag the CD icon into the trash to burn the CD

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Mac Labs Previous Lab User Folder

• Possibility to retrieve files saved on the Mac
  even after log off or restarting the machine
• To retrieve files
• -gt Hard Disk
• -gt Previous lab_user Folders
• -gt Select correct folder (Created at time of next
  user authentication)
• -gt lab_user
• -gt Select location file was saved on the Mac
  (ex- Documents)
• -gt Locate file to retrieve (file can be dragged
  to current user desktop)
• All, except the very last previous lab user
  folder are deleted during shutdown/restart of
  machine

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• There are numerous issues you may run into
  involving printing while working.
• The card reader ate my money.
• Find out what kind of file they tried to print.
  Large files such as Photoshop and Illustrator
  projects commonly cause problems. Let the user
  know that the layers in these projects should be
  flattened and to convert the document to a PDF
  for printing. If the printer already took their
  money, you will need to fill out a Refund Form
  (pink) if it is more than 1.
• The printer is out of paper.
• Refill the printer, the job should continue
  printing once there is more paper.
• My job did not print correctly.
• If it is a small job (under 1) you can use your
  card to help them print again. If it is a larger
  job, fill out a Refund Form and attach the bad
  job to it. Find out why it did not print
  correctly, is the printer low on toner?
• My card is stuck in the reader.
• Do not unplug the reader! Try restarting the
  print station and if that doesnt work press and
  hold the return button on the reader until the
  card comes out. If the card is bent and
  physically jammed in the printer, use a tweezers
  to remove it.
• The printer is giving me an error.
• This could be caused by a stuck job in the print
  queue. Use Pharos to clear the job, then restart
  the printer.

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Using Pharos

• If there is a "Stuck Job in the printer you
  should
• Log in to Pharos (pink icon on Consultant
  Station desktop)

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Using Pharos

• A menu appears on the
• left side of the window.
• Select 'Print Servers'
• Then 'UNIPRINT1'
• Then 'Printers'

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Using Pharos

• Select the printer that is having a problem
• A list of jobs waiting to be printed on this
  printer should show up on the right window (it
  will be empty if there are no print jobs)
• If there is a 'bad' job you will find under the
  Status column something saying "error"
• Select that job (just click on it once), then
  select the red delete button (right above this)
• If there are other jobs listed in this window
  keep an eye on the printer as they should start
  printing once the corrupt job is gone

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Important Pharos Reminder

• Common Occurrence
• Situation Users will try to print a file
  multiple times
• Problem Clogs multiple printers (this usually
  happens in the library)
• Solution Clear the bad job and also look in the
  queues for bad print jobs in other locations
• Reminder Once the bad job is cleared, you must
  RESTART THE PRINTER!

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Questions?