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

IT Services would like to invite new faculty members to a training session on the various services that we provide to the Concordia community. Topics of discussion will include Moodle, Online Services, Alfresco, and Avanti*.

If you would like to learn how these services are used, or would simply want a refresher, feel free to attend the session on September 1 at 2:00pm-3:00pm in L110.

*Avanti services are accessed through a third party provider

Phone System Outage and Cutover

 

9608_module2_374x270Once again, my apologies for the short notice on this. There have been some issues with our service provider communicating scheduling back to us, thus this date was confirmed on me only a short time ago. The PRI connecting the the existing Nortel phone system to our local telephone exchange will be moved on Friday Morning and reconnected to the new AVAYA phone system. I am expecting everything to be moved onto the new system and operational by Friday afternoon. 

Once switched over you will be able to send and receive calls from the new Avaya set on your desk. I will be coming by to log in everyone to their new phones tomorrow. Once logged in, I encourage you to spend a few minutes looking over the phone and trying it out. Voicemail can be accessed by pressing the button with the envelope and follow the instructions on the telephone screen. 

Once again we will be conducting training on these, and are in the process of setting up a schedule with multiple sessions allowing for whoever wants to attend the opportunity to do so. Unfortunately we have not had the time to set this up before hand. Thankfully with ease that most of you use the existing Nortel phones I am confident you will have little issue using these new phones. 

– Your phone extension remains unchanged

– Everyone else's phone extension remains unchanged

– You still dial 9 to get an outside line

– Transfer/Conference/forward are all there

– You still dial 5555 for security

If you have any questions, forward them to helpdesk@concordia.ab.ca and we will answer as soon as we can. 

Justin Eifert
Network Administrator

Phone System Outage and Cutover

 

My apologies for the short notice on this. There have been some issues with our service provider communicating scheduling back to us, thus this date was confirmed on me only a short time ago. The PRI connecting the the existing Nortel phone system to our local telephone exchange will be moved on Wednesday Morning and reconnected to the new AVAYA phone system. I am expecting everything to be moved onto the new system and operational by Wednesday afternoon. 

Once switched over you will be able to send and receive calls from the new Avaya set on your desk. I will be coming by to log in everyone to their new phones tomorrow. Once logged in, I encourage you to spend a few minutes looking over the phone and trying it out. Voicemail can be accessed by pressing the button with the envelope and follow the instructions on the telephone screen. 

Once again we will be conducting training on these, and are in the process of setting up a schedule with multiple sessions allowing for whoever wants to attend the opportunity to do so. Unfortunately we have not had the time to set this up before hand. Thankfully with ease that most of you use the existing Nortel phones I am confident you will have little issue using these new phones. 

– Your phone extension remains unchanged

– Everyone else's phone extension remains unchanged

– You still dial 9 to get an outside line

– Transfer/Conference/forward are all there

– You still dial 5555 for security

If you have any questions, forward them to helpdesk@concordia.ab.ca and we will answer as soon as we can. 

Justin Eifert
Network Administrator

Mobile Device Management – Update

 

adm-logoAround 10PM last night some of you may have noticed that your Concordia Google account you have added to your smartphone has prompted to accept and install some additional features to continue using your Concordia account on your smartphone. Back in June I had posted a blog entry about several incidents that provoked us to implement mobile device management solution on Concordia to protect both Concordia data as well as your personal data in the event your personal or Concordia owned mobile device is lost of compromised.

The original plan was to implement this in June, however due to some unforeseen events IT Services delayed the deployment of this until what was going to be Tuesday, due to a programming error deployment had taken place a couple days sooner.  We have be implemented and enforced a single policy to all Concordia employee accounts enabling the mobile device tracking for iOS and Android devices, specifically the “find my device” feature. This feature enables you, the device user, to locate your device via Android Device Manager which can be accessed via your computer or mobile device.

To reiterate: The Android Device Manager has several features. The main function enables you to locate your mobile device, an extended feature of this is the ability to cause your device to ring very loud regardless of whether the device is set to mute. This can be very helpful in finding a device that is hidden and possibly muted (possibly under a sofa cushion for example.) The second feature of the Android Device Manager is to give you the ability to remote wipe your device in the event that your device is lost and not recoverable (e.g. Your mobile device is stolen at the gym or dropped on a hiking trail.)

If you have any further questions, please direct them to helpdesk@concordia.ab.ca. I apologize for any inconvenience caused by this.

Justin Eifert
Network Administrator

 

 

 9608_module2_374x270 In the responses to the most recent surveys conducted by IT Services and the IT Strategy Group, modernization of the phone system was one of the most common themes. With that in mind, IT Services set out earlier this year to find a suitable replacement for our aging phone system. Our phone system has served us well, with only a handful of outages since its installation over two decades ago. Nevertheless, the increasing scarcity of replacement parts for the system as well as the challenges in maintaining legacy phone lines throughout campus have made the need for its replacement ever more acute.

After reviewing proposals from multiple providers, I'm happy to announce that Concordia will be proceeding to replace our existing Nortel phone system with a wholly-new phone system from Avaya (formerly a part of Lucent), a global leader in telephony and communications.

The new phone system has all of the features we currently enjoy at Concordia, but with a number of new features such as the ability to receive voicemail messages in your email box, and to make and receive phone calls from your PC or smartphone.

Beginning this month, IT Services will start deploying new telephones to everyone's desks. Each phone-equipped desk on campus will be provided with a call-display enabled phone with speakerphone capability. The new phones will be placed beside the existing phones and will become active once we transition from our existing Nortel system, after all of the handsets have been deployed. Classroom and meeting room conference phones will be replaced over the course of the summer, as well. The new and advanced features enabled by the new Avaya platform will be rolled out for September 2016.

Your phone extension (and external phone number, if applicable) will remain the same as they are today. Likewise, basic operations (e.g. dialing 9 before an outside call) will remain the same though, of course, button layout may be slightly different.

If you have any questions, please contact IT Services at helpdesk@concordia.ab.ca.

Ed Boraas
Chief Information Officer
Concordia University of Edmonton

moodle-logo

We have now completed the Moodle upgrade.  If you experience any problems, please contact IT Services at helpdesk@concordia.ab.ca or 780.479.9316

Thank you for your cooperation.

moodle-logo

We are performing an upgrade to our Concordia Moodle platform tomorrow.  We expect the system to be unavailable from 8:00 AM to 10:00 AM tomorrow (June 15).

The upgrade will bring us to the latest Moodle 2.9 release, in preparation for an anticipated upgrade to Moodle 3 later this summer.

Thank you for your cooperation.
IT Services would like to remind all employees and students of the importance of their online security, particularly in relation to their Concordia accounts.  Concordia is not immune to cyber-attacks, so we must be aware that the threat is real and in many cases those attacks begin with a single account that has been compromised.

You may have heard about the recent successful attack on the University of Calgary: https://www.ucalgary.ca/utoday/issue/2016-06-08/university-calgary-makes-significant-progress-address-systems-issues

We can and should take this opportunity to be reminded how to best protect ourselves from a similar situation.  While part of the responsibility to protect Concordia against cyber-attacks rests with IT Services, it is incumbent on everyone within the Concordia community to do their part as well.

How do protect yourself from being victimized by a cyber-attack?

  1. Do not click on any links or open attachments from unsolicited or suspicious emails.  If the sender appears to be legitimate, you can contact the sender (by phone or in person) to confirm the contents of their email.  Also feel free to involve the IT Services Helpdesk if you are concerned about and would like additional guidance.  Remember that IT Services will never ask you for your password.
  2. If you believe you have already been infected, either by having clicked a link, opened an attachment, or simply by unusual and concerning behaviour of your computer, please immediately shutdown your computer and contact IT Services for assistance as quickly as you can. We understand that these kinds of mistakes happen, and can offer help to remedy the situation promptly.
  3. Ensure your data is being backed up.  IT Services recommends that you do not store important data locally on your desktop or laptop computer.  If you store data there and do not back it up, it may not be recoverable in the event of a cyber-attack.  We offer individual H:\ drive storage for all employees that is backed up as well as the shared folders that employees have access to.
  4. Be aware of the tactics used by attackers.  They may impersonate co-workers or friends or they may refer to things which seem to be 'inside' knowledge.  Essentially, they may look and sound very convincing and you need to be cognizant of subtle differences and clues that can distinguish them.
 
If you have questions or would like further explanation, please contact IT Services at helpdesk@concordia.ab.ca or 780.479.9316

 

 

In the past several months several devices with Concordia data on have gone missing due to theft or loss. While we were able to retrieve most of these devices there is still concern that this will happen again and we will be unable to retrieve these devices. This could result in the compromise of Concordia and personal data. To that end IT Services has been directed to implement a mobile device management solution to ensure that Concordia and user owned data remains secure in the event of loss of device or theft.

Commencing tomorrow (09-June-2016)  we be enabling mobile device management via Concordia’s Google Apps installation. We will be implementing a single policy to all Concordia employee accounts enabling the mobile device tracking for iOS and Android devices, specifically the “find my device” feature. This feature enables you, the device user, to locate your device via Android Device Manager (https://www.google.ca/android/devicemanager) which can be accessed via your computer or another mobile device.

The Android Device Manager has several features. The main function enables you to locate your mobile device, an extended feature of this is the ability to cause your device to ring very loud regardless of whether the device is set to mute. This can be very helpful in finding a device that is hidden and possibly muted (possibly under a sofa cushion for example.) The second feature of the Android Device Manager is to give you the ability to remote wipe your device in the event that your device is lost and not recoverable (e.g. it is dropped in a parking lot and scooped up by a snow removal crew or your device is stolen at the gym.)

For Concordia-owned devices, IT Services will also have the ability to remotely wipe devices. This will only be done at the users’ request. Concordia does not have the ability to track the location of any mobile device; only the user has that ability. In the near future we will also be requiring device encryption for Concordia-owned mobile devices. We strongly recommend you encrypt your personally-owned mobile devices as well.  We will be releasing more information on device encryption in the near future. If you have any immediate questions about device encrytion please contact us. 

If you have any further questions please contact IT Services at helpdesk@concordia.ab.ca

 

adm-logo

 

Justin Eifert
Network Administrator
Information Technology Services

In the responses to the most recent surveys conducted by IT Services and the IT Strategy Group, modernization of the phone system was one of the most common themes. With that in mind, IT Services set out earlier this year to find a suitable replacement for our aging phone system. Our phone system has served us well, with only a handful of outages since its installation over two decades ago. Nevertheless, the increasing scarcity of replacement parts for the system as well as the challenges in maintaining legacy phone lines throughout campus have made the need for its replacement ever more acute.

After reviewing proposals from multiple providers, I'm happy to announce that Concordia will be proceeding to replace our existing Nortel phone system with a wholly-new phone system from Avaya (formerly a part of Lucent), a global leader in telephony and communications.

The new phone system has all of the features we currently enjoy at Concordia, but with a number of new features such as the ability to receive voicemail messages in your email box, and to make and receive phone calls from your PC or smartphone.

Beginning this month, IT Services will start deploying new telephones to everyone's desks. Each phone-equipped desk on campus will be provided with a call-display enabled phone with speakerphone capability. The new phones will be placed beside the existing phones and will become active once we transition from our existing Nortel system, after all of the handsets have been deployed. Classroom and meeting room conference phones will be replaced over the course of the summer, as well. The new and advanced features enabled by the new Avaya platform will be rolled out for September 2016.

Your phone extension (and external phone number, if applicable) will remain the same as they are today. Likewise, basic operations (e.g. dialing 9 before an outside call) will remain the same though, of course, button layout may be slightly different.

If you have any questions, please contact IT Services at helpdesk@concordia.ab.ca.

Ed Boraas
Chief Information Officer
Concordia University of Edmonton