ECEE IT

 

Welcome to the ECEE IT Desktop Support website! Here you will find information regarding all of your technology needs, the policies that govern the IT infrastructure within ECEE, information regarding how ECEE IT operates and serves you, and other information that may be useful to the technology needs and desires of ECEE.

The mission of ECEE IT is to support the technological needs of ECEE, including its strong commitment to research, student success, and the pursuit of excellence in all activities. The technology and services of ECEE IT are based on the philosophy that an IT department is more than just computers; it is an essential resource requiring a knowledgeable staff and evolving information technologies.

This includes:

  •  Provide fair, courteous, responsive, respectful, and knowledgeable service.
  •  Provide the fullest possible service at all times, within the constraints of available resources.
  •  Provide materials and information resources appropriate to your needs.

Our customers include all users of ECEE owned computing equipment, including faculty, staff, visiting professionals, and students.

 

Hours:

Monday–Friday, 8AM–6PM

 

Need Assistance?

To submit a REQUEST directly to ECEE IT (software installs, computer quotes, etc.): http://links.asu.edu/ECEEIT-REQ

To submit an INCIDENT 24/7 to the ASU helpdesk (technology outages, issues, etc.): http://links.asu.edu/ECEEIT-INC

ECEE IT and Other ASU IT Organizations

ECEE IT is an independently functioning group and is a distinctly different entity from both Engineering Technical Services (ETS) and the University Technology Office (UTO). All three organizations are intertwined in their workings, but remain separate in their areas of expertise and services.

An In Depth Explanation

ECEE IT is the first level of contact for all technical needs for the School of Electrical, Computer and Energy Engineering and affiliated centers such as CESSR, QESST, Power1C, SENSIP, WISCA, and PSERC.

ETS handles much of the server, website, database, classroom, and Linux support for all of Fulton College.

UTO is an organization that services all of ASU and provides much of the software licensing, monitoring of network traffic, blackboard support, and help-desk among other things.

The organizational chart below attempts to visually show the relationship between ECEE IT, ETS, and UTO.

UTO ETS ECEE IT ORG

Policies

See the attached document and the sections below for the policies of the ECEE IT department. All persons using ECEE owned computer equipment or requesting service from ECEE IT must adhere to these policies.

Computer Equipment Purchases

Per ASU purchasing policy, all computers, monitors and printers purchased must meet the EPEAT Gold standard (http://www.asu.edu/aad/manuals/pur/pur210.html [items 1 & 2 under “ENERGY”]). You can see a list of EPEAT compliant computers at http://www.epeat.net/. ASU has made a public statement and commitment that 100% of the computers, monitors, and printers purchased are EPEAT Gold certified. This statement can be found here: https://stars.aashe.org/institutions/arizona-state-university-az/report/2014-02-28/OP/purchasing/OP-12/

All Computer Equipment purchases must come through ECEE IT for approval. This is to ensure compliance with mandates from the Information Security Office, ASU’s EPEAT Gold standard policy, and that peripherals are compatible with current system configurations. ECEE IT gives preference to enterprise level hardware, especially those manufactured by Dell and Apple, Dell being our primary and preferred computer provider. After a purchase is made, equipment should be delivered to GWC 208, allowing ECEE IT to install or configure the equipment to comply with ASU’s computing and security policy.

It is highly recommended that computer equipment be purchased from a preferred vendor and the portal that those vendors have provided to ASU. If not purchasing from these vendors or their venues, purchases must be made from the department level (using a P-Card), regardless of price. This is to ensure that the University is seen as the owner of the equipment by the vendor/manufacturer.

All desktop computers approved by ECEE IT will include a mouse and keyboard. Equipment that has not been approved prior to purchase by ECEE IT will be given limited support.

For computers leaving the Premises, an off campus loan form must be filled out in advance. These forms can be found at http://www.asu.edu/purchasing/forms/temp_off_campus_loan.pdf and must be submitted every two years, or the equipment should be returned to ECEE IT. This is to ensure both ASU and ECEE IT are aware of the general location of ASU purchased and owned computer equipment. Once this information is filed with ECEE IT you may visit the following site to see the information that has been logged for you and your offsite equipment: https://fulton.sp10.asu.edu/ecee/Off%20Campus%20Loan%20Forms/Forms/AllItems.aspx.

Donations of computer equipment to ASU should be handled according to the policies and procedures described on the following website: http://www.asu.edu/aad/manuals/pcs/pcs405.html

Computer Equipment Salvages

Requests for salvage pickup of computer equipment can be submitted at http://links.asu.edu/ECEEIT-REQ. All computer equipment that is to be salvaged should be kept in the room of original location until ECEE IT can remove it. This is in accordance with Fire Marshal regulations, keeps the halls free of clutter, and deters theft of equipment. ECEE IT will fill out all required paperwork.

Software Purchases and Licensing

Non-Standard Installs

ECEE IT will default to the licensed software standards that UTO and ETS has put into place and supports through their infrastructure(s). If a tool is already paid for and provided by the University, ECEE IT will standardize on that tool (such as Outlook for email) and provide limited to no support for alternative software solutions.

Purchases and Licensing

Software purchase requests should come through ECEE IT. ECEE IT may already have the requested software (or a comparable alternative) freely available to use on an ASU machine, and in some cases a home/personal computer as well.

Regardless of method of purchase, all software installed on ASU computers must be property of ASU (not the user) or ASU must have license to run the software. If the software is purchased, a copy of the receipt of purchase must be on file with a department admin. Specialized software used for research and licensed to an individual faculty will be handled on a case-by-case basis in consultation with ECEE IT. This is to ensure compliance with technology audits put forth by ABOR and to stay in good standing with the agreements that ASU has with various software manufactures. Additionally, ECEE IT will not loan out or allow end users to retain installation media.

Software Available to ECEE Machines

ECEE Standard Build Applications

Here is a list of the standard applications installed by default on machines serviced by ECEE IT:

  • Windows 7 Enterprise with Service Pack 1 (32 or 64-bit)
  • Microsoft Forefront Endpoint Protection (ASU Antivirus Software)
  • Microsoft Office 2013
  • Adobe Acrobat Reader
  • Adobe Flash Player
  • Adobe Shockwave Player
  • Adobe Air
  • Apple QuickTime
  • Apple iTunes
  • Web-Of-Trust web browser extension
  • 7-Zip
  • Java Runtime Environment (JRE)
  • Google Chrome
  • Mozilla Firefox
  • Cisco AnyConnect VPN
  • Skype
  • VideoLAN VLC
  • Google Earth
  • Notepad++
  • Citrix Client
  • Picasa
  • Audacity
  • ImgBurn
  • PDFCreator
  • CDBurnerXP
  • ECEE Optional Applications
  • Programs Requiring Additional Licensing

 

Computer Logins

All ASU computers that connect to the network must be on the domain. This ensures a secure login (sans infected computers), network resources are more readily available on demand, and OS updates are managed. These computers are not allowed to have generic or local logins. This means that all students should be logging in through ASUAD and all Faculty and Staff (including student workers) should be logging in through ASURITE.

Computers not connected to the network are not required to be on the domain and may use generic or local computer accounts.

Apple computers are not connected to the domain and are currently exempt from any restrictions that may have been mentioned on the matter.

Rush Jobs and Travel Issues

In cases of rush jobs, ECEE IT will do their best to finish a task in the most timely manner. However, ECEE IT cannot guarantee completion of any job faster than 3 business days.

It is the responsibility of traveling Faculty and Staff to plan accordingly for their trips. Computer issues should be resolved at least 2 weeks before traveling to ensure computer equipment will be prepared for travel.

Administrative Privileges

The granting of administrative privileges to a user on a specific computer is delegated to the supervisor (the faculty advisor in the case of graduate students). Administrative privileges are not the standard operating mode but are granted on the supervisor’s discretion to enable/facilitate performance of certain ASU-related functions. Both the supervisor and the employee will be held accountable for their actions while these privileges are exercised. Because of this accountability, there are certain situations that will result in a revocation of administrative privileges and the ability to delegate those privileges, as follows:

Accountability of Employees

Employees, students, postdocs, etc. are accountable for the actions that they take on their computers while having administrative privileges granted. The following will be used to enforce that accountability:

PIRACY

Pirating software is illegal.  It can have major legal repercussions on the individual and the University. There are very few cases where pirating is not intentional. Additionally, it is rare when piracy is not accompanied by malware. Therefore, piracy will be dealt with in the following manner:

  • 1st offense
    • Verbal and electronic warning to the offender and informing message to the supervisor
    • 24 hours given to backup all important ASU related information
    • Computer will be wiped, offending material removed, and OS re-installed
    • Administrative privileges revoked for 6 month period
  • 2nd offense
    • Verbal and electronic warning to the offender and informing message to the supervisor
    • 24 hours given to backup all important ASU related information
    • Computer will be wiped, offending material removed, and OS re-installed
    • Administrative privileges revoked permanently
    • If it is found that the computer has pirated software on it that is downloaded through malware (i.e. the user is not completely at fault for the pirated software), the procedure for dealing with malware will be followed.

MALWARE

Though malware infections are hazardous to data in a plethora of ways, usually the infection is not a deliberate, intentional infection. Because of this, malware will be dealt with in the following manner:

  • 1st offense
    • Warning is issued to employee
    • Supervisor informed of offense
    • Data is backed up and computer is wiped and given a fresh install of the OS and applications
  • 2nd offense
    • Supervisor is informed of the second offense
    • Data backed up, computer wiped and given a fresh install of the OS
    • Offender admin privileges revoked for 6 months
  • 3rd offense
    • Supervisor is informed of the third offense
    • Data backed up, computer wiped and given a fresh install of the OS
    • Removal of admin privileges will be permanent

Accountability of Supervisors

Because the granting of administrative privileges is delegated to the supervisors/faculty advisors, they will be held accountable for the actions of their employees that are granted administrative privileges. If a supervisor’s employee(s) have offenses in this area, the following procedures will be followed:

For every 3 offenses, the supervisor’s ability to assign administrative privileges will be revoked for a semester. If the supervisor’s privileges are revoked beyond a year, the matter will be taken up with the director of ECEE for further action.

Accountability of Other Parties

Administrative privileges may be granted to those that are not deemed an employee (i.e. visiting researchers, graduate students, etc.). These individuals, though not an employee, will be held accountable as if they were. Faculty advisors for these individuals will be viewed as the supervisor.

Reinstatement of Privileges

Administrative privileges that have been revoked may be reinstated through a petition to the school Director or her/his delegate.

Service Level Agreement

The attached document and sections below outline the general conditions and expectations of information technology (henceforth called IT) support within the School of Electrical, Computer, and Energy Engineering (henceforth called ECEE), as negotiated by client and IT representatives. The department, where such actions and activities are department-specific, will provide funding for support of the actions and activities laid out in this service level agreement. Changes to the document will occur only with the full knowledge of all parties, and must follow the review and change process outlined below.

Service Level Agreement Text

Section 1 – General Information

1. Purpose of this Document

This document outlines the general conditions and expectations of information technology (henceforth called IT) support within the School of Electrical, Computer and Energy Engineering (henceforth called ECEE), as negotiated by client and IT representatives. The department, where such actions and activities are department-specific, will provide funding for support of the actions and activities laid out in this service level agreement.

2. Departmental Structure

IT reporting lines are generally as follows (an org chart is available on the IT Intranet website):

  1. ECEE technicians report to the System Support Analyst (henceforth called SSA)
  2. The SSA reports to the Director of ECEE or her/his delegate, who will carry out performance reviews

3. Support Overview

The ASU ECEE department of IT (henceforth called ECEE IT) is a technical support team that provides prompt, knowledgeable, courteous desktop computing support services over the phone, in person, and via email to those Faculty, Staff, and Students associated with ASU’s school of Energy, Computer and Electrical Engineering. ECEE IT supports both Macintosh and Windows based computers using supported software and accessing central services, which are ASU owned and ECEE employee affiliated (classroom software excluded). Central services include ASU network access, computing accounts and passwords, Exchange email/calendaring, file, and print services.

4. Customer Responsibilities

  • Submit a request or incident ticket (henceforth called a ticket) for all issues (see Section 2.II)
    • A request is defined as asking for a service (such as support or installation)
    • An incident is defined as reporting something that is broken (such as loss of network)
  • Supply all pertinent information on issues
  • Abide by all applicable university computing policies located at http://getprotected.asu.edu/governance
  • Abide by all applicable ECEE policies and procedures

 

Section 2 – Requesting Service

1. Staff Availability

ECEE IT is professionally staffed from 8 a.m.–6 p.m. (except on university holidays), Monday through Friday.

2. Methods of Requesting Service

ECEE IT will assist customers who call, email, or visit offices of staff members directly with questions and requests for assistance at their (ECEE IT) discretion. Priority is given to tickets over all other forms of contact, to create a ticket for priority service submit a request through http://links.asu.edu/ECEEIT-REQ or an incident through http://links.asu.edu/ECEEIT-INC. Other forms of communication (email, phone, walk-in, etc.) will be handled depending on staff availability. Non-ticket communications will be acknowledged by the technician they were directed at when they are available to do so.

3. Response Time

ECEE IT consistently measures and reports on the number of requests for assistance that are resolved on the day that they were submitted. Our goal is to have a ticket for 90% of all original requests, 80% of all incidents and requests to be resolved within 5 business days of the initial contact, and 50% of all requests resolved on day one. Responses are made on a first-come-first-serve basis, with critical business functions taking precedence. Initial contact for a ticket during regular business hours may vary due to workload. Tickets placed after 3PM may not be responded to on the same day.

If a problem is not resolved on the initial contact, it is researched or replacement parts are ordered. When a resolution is found, ECEE IT will apply the solution as promptly as possible. Tickets that have solutions but require input from customers, to confirm that a problem has been resolved, may be closed after two days of waiting and not receiving a return confirmation. A notification email will be sent to the customer after the ticket is closed, requesting that (s)he contact ECEE IT if further assistance is needed.

Tickets are escalated to other units within ETS or UTO if ECEE IT cannot resolve them. If an issue concerns an unsupported operating system, hardware, software, or service, ECEE IT will do its best, given volume of tickets, to suggest other avenues of support.

Customers should also check the system health website at http://systemhealth.asu.edu/ for information on current campus wide computing issues.

4. Quality of Service Measures

Quality of service rendered by ECEE IT is measured by the following

  1. Customer responses to individual requests
  2. Face-to-face meetings with customers and their representatives
  3. Service Now survey results
  4. SUN Awards (http://recognition.west.asu.edu/SUN/index.cfm)

 

Section 3 – Products and Services

1. General Services

ECEE manages a number of services to aid in providing IT support to all service areas. These include:

    1. ECEE Public Access domains
      1.  Managed workstation security policy
      2. ECEE-wide authentication
      3. Automated patching for Windows systems
    2. Managed antivirus with multiple updates daily
    3. Security scanning (routine and upon request)
    4. Training
    5. Business continuity planning and risk assessment
    6. Computer Equipment and Software Quotes
    7. Acting as a liaison with ETS, UTO & Computer Equipment and Software Vendors

2. Supported Systems

Equipment and software supported under this Service Level Agreement must meet the following criteria:

    1. Computers and Peripherals
      1. Owned by Arizona State University, School of Electrical, Computer, and Energy Engineering
      2. Computers that contain Pentium 4 Processors or above (Produced after November 20, 2000)
      3. Purchase of equipment must have the approval of ECEE IT and acknowledged by an Administrative Assistant.
    2. Software
      1. Operating system versions that are fully supported by their vendors.  As of December, 2015, this includes: Windows Vista Enterprise 32/64 bit, 7 Enterprise 32/64 bit, 8 Enterprise 32/64 bit, and above (On October 10, 2017 this will change to Windows 7 32/64 bit and above only) and Mac OSX 10.8 (Mountain Lion) and above
      2. Application support is provided for programs used for Arizona State, School of Electrical, Computer and Energy Engineering business, depending upon the knowledge of the IT staff and the amount of resources required to carry out the request. Such support will be provided with the aim of empowering and/or training the client.
      3. Operating systems or applications installed or configured without the knowledge and oversight of ECEE IT or in violation of ASU security policy will not be supported.
      4. All software must be properly licensed
      5. ECEE IT tracks and is responsible for approved ASU software licensing and distribution.
      6. Non-standard software, such as email clients other than Outlook/Entourage, will not be supported.
    3. Equipment located off-campus
      1. Support staff will attempt to resolve minor issues with Arizona State-owned computer equipment located off-campus by phone and/or remote access.
      2. Problems that are more substantial will be resolved by the user bringing the computer to campus.
      3. IT staff will not go to non-Arizona State-owned locations to provide support.
    4. Networking, in order to avoid potential widespread network problems:
      1. ECEE IT team members will be tasked with planning, purchasing, installing, and managing network equipment not managed by ETS or UTO. Recommendations will meet industry standards. Decisions to utilize other solutions will be the sole responsibility of the department/individual involved.
      2. All networking projects will meet building codes and campus policies.
      3. Team members assign and track IP addresses as needed.
    5. Secure computing, in order to protect university systems, networks and data, it is critical that secure computing practices be followed. A breach on one person’s computer can affect many people, causing loss of time and resources, and possibly loss of confidential data with widespread ramifications.
      1. Arizona State has an extensive “Get Protected” site that covers best security practices and spells out what is and is not permitted on university-owned equipment located at http://getprotected.asu.edu/. Faculty, Staff, and Students in ECEE should familiarize themselves with the information on this site.
      2. Support of systems by service areas is contingent upon compliance with the above-mentioned policies.
    6. Business Continuity
      1. Professors who choose to run their own servers are responsible for backing them up
      2. ECEE IT will have an identified fallback service area that will be able to provide support in an emergency
    7. Beyond the Scope of ECEE IT
      1. ECEE IT does not support:
        • local print sharing
        • personal/home networks and PCs
        • replacing a customer’s printer consumables (paper, toner cartridges)
        • local file sharing
        • partitioning hard drives for purposes other than dual booting Windows/Linux
        • servers

Support Levels

Regardless of the support level provided by ECEE IT for specific computers, all security issues will be given highest priority. See the attached document or the sections below:

Support Levels

Priority (1–3 Business Day Turn Around)

ECEE IT aims to provide the best professional support in the timeliest manner possible. To ensure priority support, please adhere to the following:

  • Go through ECEE IT in all your technology purchasing decisions
  • Purchase enterprise level Dell Premier under contract
  • Computers that are under warranty

Secondary (3–15 Business Day Turn Around)

Secondary support is defined as longer or mildly delayed service periods and/or coming second in line to priority service issues. The following constitutes secondary support:

  • Purchasing computers from most other manufactures or vendors that aren’t enterprise level Dell Premier, including Apple and Lenovo computers.

Limited (15–30 Business Day Turn Around)

Limited support is defined as all other support issues coming beforehand, greatly increasing the amount of time allotted to service calls. Additionally, installation of ASU licensed software and administrative privileges will be withheld starting at this level. The following constitutes limited support:

  • Excluding ECEE IT in technology purchasing decisions
  • Purchasing non-enterprise level computers (i.e. consumer or small business level PCs)
  • HP, eMachine, Gateway, and Custom built computers
  • Virtual Machines with Windows installed on them
  • Computers out of warranty

Unsupported

Any form of service that falls under the unsupported definition, most likely will NOT be done or will be given relatively little attention (if any). The following constitutes unsupported:

  • Windows based computers not on the domain (This can be remedied by having ECEE IT reformat computer and placing on the domain)
  • Operating Systems no longer supported by the manufacturer (i.e. Windows 98, NT, 2000, or XP)
  • Pentium Dual Core Computers or below (Produced before June 2007)
  • Starting April 14, 2014 computers that will not support Windows 7
  • Computers purchased from ASU surplus & salvage depot
  • Purchasing of used parts for repairs

Frequently Asked Questions

General Support FAQs

How do I submit a Service Request (SR)?

All ECEE faculty, staff, and employed graduate students should use these official support request methods for obtaining computer assistance for ASU owned computer equipment.

PLEASE DO NOT CALL OR EMAIL DESKTOP SUPPORT STAFF DIRECTLY.

To submit a REQUEST directly to ECEE IT (software installs, computer quotes, etc.): http://links.asu.edu/ECEEIT-REQ

To submit an INCIDENT 24/7 to the ASU helpdesk (technology outages, issues, etc.): http://links.asu.edu/ECEEIT-INC

Why does my computer need to be connected to the domain?

There are multiple reasons for requiring a connection to the domain, below are listed a few of the benefits.

  • It is a requirement for full disk encryption, which is required of all ASU computers.
  • ECEE IT and ETS track the installation of security patches that help keep your information secure and your computer functioning.  This can only be done if your computer is on the domain.
  • Access to network resources, such as shared file space, is granted through the domain.
  • ETS delivers applications directly to your computer, allowing you to install them without waiting for technical assistance, through the domain.
  • Ease of activation for OS and Office applications

Can I use my computer as a print server?

By default and for security purposes, printer and file sharing has been blocked on the network for Windows based computers.

Do you support multiple partitions on a hard drive?

No.

Multiple partitions on a single hard drive degrades the integrity and security of the data on those hard drives.

The exception to this, in the past, has been made for dual boot PCs (Windows/Linux).  However, the Information Security Office (part of UTO) and ETS have moved away from this practice due to the requirement to encrypt hard drives.

Can I use [miscellaneous application name here]?

Installation of any software package on an ASU owned computer is subject to the licensing agreement of each individual application.  If you have a non-standard application that you would like installed on your computer, please submit an SR and we will review the application and licensing terms to determine if we can install the application for you.

How do I purchase computer equipment?

Follow these steps:

  1. Submit an SR explaining exactly what you would like to purchase.
  2. A quote will be generated for you.
  3. Submit the quote to your supervisor for approval.
  4. Supervisor submits quote to floor admin for purchase.

There are occasions where you will need to purchase equipment from your own pocket and then the department will reimburse you.

Why do you install a new OS over the one that came with my brand new computer?

More often than not, vendors will configure computers or fill them with 3rd party software that ECEE IT does not support.  We install our own OS configuration to ensure that it meets all of the standards that ECEE, ETS, and UTO require for the work environment.

Why am I not receiving emails from important external (non-ASU) sources?

There are a few solutions to this issue, it is important to try the solution for each, as it is not always going to be the same solution.

Outlook Junk Bin
Check to see if the message has been caught by your local SPAM filter:

  • Launch the Microsoft Outlook application from either All Programs > Microsoft Office > Microsoft Outlook or you can just launch the web version by going to MyASU > My Outlook.
  • After launching Microsoft Outlook and signing in, make sure your desired messages are not ending up the Junk E-mail folder.

EPO Settings
Make sure your email settings are all correct by logging into your My ASU page:

  • Navigate to MyASU and click on the My Profile tab at the upper right hand of the page.
  • Scroll down until you see Computer Accounts and click on it.
  • It should open up a menu showing you options for Email Forwarding and Email Aliases.
  • Verify that your settings for both options are correct.

If The Problem Persists…

Open an SR with ECEE IT.

Make sure to include a copy of the email header, this will assist in the troubleshooting process.

How do I get rid of old computer equipment?

Place an SR requesting that ECEE IT remove your old equipment.
It is important that you keep the equipment in its original place, and not put it in the halls.  Placing equipment in the halls increases the opportunity for theft and creates a fire hazard.  It also makes it harder for ECEE IT to keep a proper inventory.

Can you help me with my personally owned computer?

No.

Because ASU is a federally funded school, only federally funded equipment may be worked on by federally funded employees.

What’s the expected return time on my computer/Service Request?

We can usually complete a computer or SR within 3 business days.  However, the wait may be shorter or longer dependent on work load.

Is there any free software that ASU makes available for use on my personal computer?

Yes.

There are several free applications available to Faculty, Staff, and Students located at MyApps.

Microsoft Office is among these applications, with the ability to install on up to 5 devices.

Many other applications are available on MyApps that may not be downloadable, but work fully through a remote delivery system called Citrix that will allow you to run the application from off campus.

Other application licenses may allow for installation on personal computers, depending on license agreements.

Adobe Acrobat and Creative Cloud are one of these pieces of software available for personal use at a highly discounted price.

Also, for students interested in using the program Abaqus, it is available to them with a great deal of tutorials and other information by clicking here (requires registration).

Can I have administrative privileges on my computer?

Administrative privileges are granted upon the recommendation of a supervisor.

If you would like administrative privileges granted to you on your computer, have your supervisor submit an SR informing us of who will need the privilege granted (please include their login ID) and on what computer(s) and where.

Why do I have to fill out an off campus loan form for my laptop (or other computer peripherals)?

Off campus loan forms (located here) should be filled out, signed by the department director, and filed with your office admin.  Doing so, ensures that both ECEE IT and ASU Property Control can account for computer equipment that is not located on campus.  It also makes providing information on stolen equipment to the authorities much easier.

Please contact ECEE IT if you have submitted an off campus loan form and would like to verify when it expires.

Do I need to install the latest version of [name of application here (Java, Flash, etc.)]?  I’m asked to do this often.

The simple answer to the question of “should I update” is yes.  These updates usually include security patches and functionality fixes, some of which are critical and help make your computer and data less vulnerable.

There is an exception with certain, older applications, that rely on older versions of Java.  If Java is updated, the application (such as COEUS) will cease to function, until the older version of Java is re-installed.  However, this exception is so rare, that unless you are certain that you have an application that requires an old version of Java (you’d know by now), you probably don’t have anything to worry about.

How often should I reboot my computer?

We suggest rebooting your computer at least once a week. This will ensure that all of the latest Windows security updates are downloaded and installed and that your computer will continue to run stable.

FTP FAQs

Can I use my computer as an FTP server?

No.

FTP servers open ports on your local machine that make it more vulnerable to hacks.

Why doesn’t ASU support FTP?

ASU does not support FTP access due to its insecure nature.  When logging into an FTP account login information is transferred in plain text.  This network traffic, if intercepted, will compromise access to your account.

What are viable alternatives to FTP?

Dropbox
The ASU recommended alternative to FTP is Dropbox.

All full time ASU employees have Dropbox accounts with virtually unlimited space available to them.  All student workers have 25GB of space available to them as well.

AFS
Another ASU recommended alternative to FTP is AFS.  All users of AFS must have ASURITE logins.

For more information on how to best utilize your AFS space, see the following help articles:

SharePoint
ASU also utilizes SharePoint to help groups collaborate online, including file upload and download.  However, this method of file sharing is limited to smaller files (i.e. Word or Excel documents).  If this is how you would prefer to share files please submit an SR requesting a SharePoint site to be setup.

Other
Other (unsupported) alternatives include the following tools:

DreamSpark (Formerly called MSDNAA) FAQs

How do I get access to DreamSpark?

In order to get access to DreamSpark you must be an enrolled Faculty or Student within the Fulton Schools of Engineering.  If you meet this requirement, all you have left to do is simply go to ASU’s MyApps page and search for “Dreamspark”:  https://webapp3.asu.edu/myapps/login

PLEASE BE AWARE – DreamSpark has certain legal stipulations on the use of the software available on this site.  To ensure that you meet all of the legal requirements for use of the software see the following site: https://www.dreamspark.com/Support/FAQ/Default.aspx

Why am I not able to log into the DreamSpark site?

For all DreamSpark login issues please visit the following site:

https://asu.service-now.com/kb_view_customer.do?sysparm_article=KB0010510

Why is the application I downloaded not working?

The only portion of the DreamSpark site that UTO (not ECEE IT or ETS) supports is the initial login.  Once you are able to login to the DreamSpark site all support issues (including software issues) fall upon Microsoft Technical Support groups.  Please see the following links for more information:

Why aren’t MS Office products on the DreamSpark site?

The official response from Microsoft on the matter is as follows:

” …the membership does not include Office.  The focus of the MSDN Academic Alliance is on providing departments, faculty, and students with the tools necessary for specialized research and study in software development and testing.  Thus, we provide products and technologies such as Windows client and server operating systems, Visual Studio, SQL Server, and Platform SDK.

Office is not in line with these specific goals, since the program is primarily focused on high-end technologies rather than basic office and consumer applications.  However, the MSDN Library does include developer documentation for Office.”

ASU now has a site license for personal use for all faculty, staff, and students available on MyApps.

Can I use an Operating System (OS) or other software from DreamSpark on my lab computer?

No.

The DreamSpark license states that use of software in a production environment is prohibited.  In other words, using an OS or other software provided through DreamSpark on a computer, other than one that is owned exclusively by you the consumer, is not allowed.

Remote Desktop FAQs

How do I connect to my office computer from home?

Regardless of your operating system you will need to have the Cisco AnyConnect VPN installed on your home computer in order to remote into your work computer.

  1. Log in to https://myapps.asu.edu
  2. Search for “VPN”
  3. Download and install the Cisco AnyConnect VPN client

If the address box is empty make sure that the address being connected to is: SSLVPN.ASU.EDU

After connecting to SSLVPN.ASU.EDU login with the same credentials used to login to My ASU.

On Windows  7
To find the Remote Desktop Connection shortcut on your home computer:

  1. Click on the Start Button.
  2. Click on All Programs (or Programs).
  3. Click on Accessories.
  4. Click on Remote Desktop Connection.
  5. Enter in the Computer Name (en1234567.ecee.dhcp.asu.edu where 1234567 is the PCN of your computer) of the computer you are trying to connect to.
  6. Click Connect.
  7. If Remote Connections are enabled on the machine you are trying to connect to, a dialog box requiring username and password will appear.

NOTE: You may receive a security certificate prompt after connecting with the computer.  You must accept this prompt to proceed with your remote connection.

To end your Remote Desktop session:

  1. Click Start, and then click Log Off at the bottom of the Start Menu.
  2. When prompted, click Log Off.

On Windows 8 & 10
To find the Remote Desktop Connection shortcut on your home computer:

  1. Click on the Start Button.
  2. Type/Search for Remote Desktop Connection.
  3. Click on Remote Desktop Connection.
  4. Enter in the Computer Name (en1234567.ecee.dhcp.asu.edu where 1234567 is the PCN of your computer) of the computer you are trying to connect to.
  5. Click Connect.
  6. If Remote Connections are enabled on the machine you are trying to connect to, a dialog box requiring username and password will appear.

NOTE: You may receive a security certificate prompt after connecting with the computer.  You must accept this prompt to proceed with your remote connection.

To end your Remote Desktop session in Windows 8:

  1. Click Start, and then click Your User Name at the top right of the Start Screen.
  2. Select Log Off.
  3. When prompted, click Log Off.

To end your Remote Desktop session in Windows 10:

  1. Click Start, and then click Power near the bottom left of the Start Menu.
  2. When prompted, click Log Off.

I’ve setup Remote Desktop, but am still unable to connect from home.  What’s wrong?

There are several reasons Remote Desktop might not be working, such as:

  • You are not connected to the internet.
  • Your Internet Service Provider (ISP) is blocking access to ASU or blocking the Remote Desktop port.
  • Your router is not configured properly to allow VPN connections
  • You are not connected to SSLVPN.ASU.EDU through the Cisco AnyConnect VPN.
  • ASU is experiencing network issues
  • Your ASU remote computer is asleep, hibernating, or not on.
  • Your computer does not support connecting to Remote Desktop computers.
  • You do not have permission on your ASU computer to remote into it
  • You may have to add “.ecee.dhcp.asu.edu” (or in some rare cases “.dhcp.asu.edu”) after the Computer Name (“en4######”) for you to properly connect. (For example, you would put en1234567.ecee.dhcp.asu.edu instead of just en1234567).
  • The install of Cisco AnyConnect VPN may be corrupt or out of date. Uninstall, restart and then reinstall.
Canon Secure Print

 

Using Canon Secured Printing

*In this example Word is used to print from, though these instructions will work for any program as long as the Printer Properties are set for each print job.

ECEE Canon Copier List

Building Room # Name Model Color (Y/N)
GWC 208K GWC208C1 IR ADVANCE C5030 Y
GWC 302 GWC302C1 IR 3030 N
GWC 408 GWC408C1 IR ADVANCE 4045 N
ERC 106 ERC106C1 IR 1730IF N
ERC 520 ERC520C1 IR 4570 Y

 

 

 

 

 

 

Table 1 – Locations and Capabilities of ECEE Canon Copiers. Double left click on copier name to add copier to a domain joined windows computer.

 

  1. Left click on File, and then on Print. Select the Canon Copier from the drop down list shown by box 1.
    1
  2. Click on Printer Properties, highlighted above in box 2.
  3. Left click on the dropdown box for Output Method (Box 3) and change to Secured Print (Box 4).
    2
  4. When presented with the following dialog, click yes. (Box 5)
    3
  5. Enter your ASUrite into the User Name field, and your release pin into the PIN field. This pin is a number combination that you will enter at the printer in order to release your documents. Think of it like an ATM pin or a password, you can make it any number you want, as long as you remember what it is. Click OK when you are done.
    4
  6. (Optional) Boxes 6 and 7 are where you are able to choose whether you want your document to print in black/white or color (Box 7), as well as single sided/duplex (Box 6).
    5
  7. Press Ok. Next press print. A new window will open on your computer asking for a document name, username, and pin. The latter two values should be set from before, but you should set the document name to something you will recognize on the printer. Bear in mind that this will be the name that shows in the release menu viewable by others.
    6
  8. Congratulations! Your document has now been sent to the printer. All that is left is to use
    the touchscreen on the printer to release your document. From the main menu, select the
    Secured Print option and you will see the screen below. Tap your print job to highlight it
  9. (Box 8) and press Secured Print (Box 9).
    7
  10. The following screen will display, asking for the numeric pin you created in step 5 above.  Enter the pin and press OK and your job will print.
    8