Welcome to the Help Desk

Welcome to the Concordia University of Edmonton Help Desk.

This site is divided into two main help sections – one dedicated to help for staff and faculty and the other to help for students. You can navigate through the site using the primary links on the left-hand side of the page.

If you are searching for a solution to a problem, you can browse through the FAQ section for either staff and faculty, or for students.  If you do not find a solution to your problem, or would like further assistance, you can contact us.

News & Service Alerts

The online threats that we face each day are always changing.  A recent example making the rounds is by way of a “missing font” when you visit a compromised website. (See: http://www.itpro.co.uk/malware/28175/chrome-malware-masquerades-as-missing-font-files) In other cases, it is by way of phishing emails.

If you have doubts about the legitimacy of an email message or website, please refrain from clicking any of the links or buttons it offers. They often are designed to either capture your account username and password or to infect your computer.

And as a reminder, IT Services will NOT ask for your password!

Last summer we offered a few other tips for protecting yourself online:  http://helpdesk.concordia.ab.ca/2016/06/online-security-reminder/

If you have responded to a phishing email, clicked a link that came with the suspicious email, or visited a site that may have infected your system, it is critical that you contact IT Services at extension 316, 780 479 9316, or helpdesk@concordia.ab.ca, and we will take the necessary actions to help you safeguard your account.

Thank you for your vigilance.

The cage in HA338 for disposing of old phones will be removed next week. Please take your old Nortel phone up there if you haven't already. If you do not bring your phone up there by the time the cage is removed there will be another opportunity to dispose of your phone in summer. 

Do not bring your old Nortel phones to IT Services. 

If you have any questions please direct them to helpdesk@concordia.ab.ca



We have scheduled an upgrade to our PaperCut print system tonight, Wednesday, February 1.  Printing and copying on campus will be unavailable after 9 PM.  All services should be restored before midnight.

This is routine maintenance and should result in few noticeable changes, though it will address some outstanding issues with our current version.

A collection cage for old phones has been placed into HA338. Please bring your old Nortel phones there. Do not bring them to IT Services.


At the end of May 2017 Concordia will reach the end of its' print services contract with Konica Minolta. Very shortly we will be starting the process to source replacement hardware. With that in mind IT Services is asking for input from staff and faculty that we will take into consideration as we find suitable hardware to accommodate our campus print needs. 

With that in mind I encourage faculty and staff to please fill out the survey in the link below. It contains 6 questions and should take 5-10 minutes of your time. You will need to sign in with your Concordia Email address.


If you have any questions please forward them to helpdesk@concordia.ab.ca





Replacing a phone system with 350 handsets has been no small task. Delays created by supply issues, individual change and feature requests, and troubleshooting unintended issues often give the impression that very little is happening; when in fact those little time consuming changes that keep happening in the background prevent many of you from experiencing the same issues that some of your colleagues have experienced. Still, some issues remain unsolved with the new phone system. We will try to provide a rundown of what some of the issues are that may be affecting your phone, and the expect resolutions.

Classroom Phones – There should be phones in most classrooms at this point in time. At the time of writing this, HA309, HA310, HA312, HA343, HA343, T105, G102, G105 currently lack phones. All of these with the exception of T105 are expected to have phones installed by the end of January. T105 required some new network lines. If there are any other spaces you would like to request a classroom phone. Please let us know at helpdesk@concordia.ab.ca.

Call Quality issues – We are looking into some users having call quality issues in Schwermann Hall, there is an issue with existing network hardware in that area, and are in the process of repairing the offending device. If you are experiencing call quality issues let us know at helpdesk@concordia.ab.ca

External Caller ID – Several individuals have commented that when a user calls out to an external number, the callerID displays as unknown name/unknown number. This has been fixed to once again to display the phone number tied to your extension (Ie. 780-479-9220). We are working with our service provider to make that be able to display a name as well. That way, when calling out to an external contact the person you are calling should see “Concordia Univ. Edm./(your office number here)” as opposed to “unknown name.” My apologies this is taking long the process for dealing with our current service provider is time consuming.

Old Phones – IT Services is trying to establish a location where you can take your old phones, and will release more information on this later. Please do not bring your old phone to IT Services. We do not have the space.

If there are any further questions or if you have any concerns please direct them helpdesk@concordia.ab.ca

-Justin Eifert

Information Technology Services

Avaya 9608G Handset

Avaya 9608G Handset


On Wednesday, November 30 at 10 PM, we will be upgrading our Alfresco service to the latest version in order to address some deficiencies in the current version and enable some new features.  The service will be unavailable for approximately an hour.

Once the upgrade is complete, the service should appear and function much like the current version; however, one of the most notable new features is the ability to use Google Docs to edit Word, Excel, and Powerpoint files stored in Alfresco.

If you have any questions please contact helpdesk@concordia.ab.ca.


We encountered a problem with our Alfresco (documents.concordia.ab.ca) server that necessitated restoring some site data from system backups. Documents that were uploaded to the system today (Tuesday, November 22) may need to be reuploaded.

Update (6:45 PM): The system is available once again and can be accessed at https://documents.concordia.ab.ca

We apologize for the inconvenience.  If you have any questions please contact helpdesk@concordia.ab.ca.


If you are interested to learn more about the features of the our New Avaya phone system, you are invited to one of the training sessions that will be conducted during the lunch hour of this week.
Choose from one of the schedules below:
September 20 (Tuesday), 12:30-1:30
September 21 (Wednesday), 12:00-1:00
September 22 (Thursday), 12:30-1:30
September 23 (Friday), 12:00-1:00

All sessions will be held in T104.

For those who cannot attend the sessions, a mini-guide is available for your reference.

IT Services welcomes everyone to a new school year!
For those who are new to the campus, we are located on the second floor of the Arnold Guebert Library in room L356. We are open Monday to Thursday, from 8:00am to 4:00pm, and Friday from 8:00am to 2:00pm, excluding campus holidays. For any inquiries, please send an email to helpdesk@concordia.ab.ca