by ·Comments Off on UPDATED: New Integrated Gmail Featuring Google Chat/Rooms Now in Place

As of Thursday 1/14, Gmail has been updated:

  • Google Hangouts (the old Google messaging platform) no longer appears in the Gmail interface.
  • Google Chat and Rooms (Google’s current enterprise messaging platform) now appears in the Gmail interface instead.

Google Chat/Rooms join Google Meet within Gmail to provide the new Integrated Gmail experience on both computers and mobile devices.

Not seeing Chat, Rooms, and/or Meet in the left panel in Gmail?

If you had Chat turned off so Hangouts did not appear in Gmail, you will need to adjust your settings to see Google Chat/Rooms. Click the Gmail Settings (gear) icon and then See all settings. Across the top, click Chat and Meet. Next to Chat, select Google Chat and next to Meet select Show the Meet section in the main menu. Click Save Changes.

Take a few minutes to learn about Integrated Gmail!

What will happen to messages sent using Google Hangouts?

  • Messages sent using Google Hangouts may appear within Google Chat and are also archived with the Chats label in Gmail. (Originally only 1:1 direct messages appeared in Chat but Google is expanding that.)
  • For the time being, if you are looking for a prior message you can’t find in Google Chat or Gmail, you can continue to access Google Hangouts by going to http://hangouts.google.com or clicking the app launcher (waffle) icon within Google Workspace applications and clicking Hangouts. Google has announced plans to retire Hangouts entirely this year but a specific date is not yet available. ITS recommends accessing Hangouts ONLY if you are checking for an older message.

Want to learn more about Integrated Gmail and Google Chat/Rooms at Denison?

Join ITS for a 30 minute virtual intro session in January or February: see available sessions and register.

If you have any specific questions or issues, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on Students – Have You Claimed Your Denison Zoom License?

Did you know that having a Zoom account with your Denison email address is NOT the same as having a Denison Zoom account? 

A quick analysis of Denison Zoom account-holders shows that only about one-third of currently enrolled Denison students have claimed their Denison Zoom license. A list provided by Zoom shows there are still many students that have Zoom Basic accounts with their Denison email address rather than a licensed account under the Denison Zoom agreement.

How will you benefit from a Denison Zoom account?

  • With a Denison Zoom account you will not have the 40 minute time limit on Zoom meetings with three or more participants that is imposed for Zoom Basic accounts. You can host meetings with up to 300 participants.
  • With a Denison Zoom account you can make other Denison Zoom account-holders alternative hosts for your meeting so they can start it if you aren’t there (and automatically become co-hosts if you are). This can be especially helpful for student organization meetings.
  • You can record to the cloud and get automatic audio transcripts for your recording. (CAUTION: Make sure you have agreement from participants before recording meetings with others AND make sure to download your recording from the cloud within 2 weeks.)

Want to make sure you are fully set up for Denison Zoom?

Follow these 4 easy steps…

  1. Sign in to Denison’s Zoom web portal – see video OR instructions
    IMPORTANT! If you receive an SSO error, please report it to the ITS Service Desk at servicedesk@denison.edu so ITS can assist.
  2. Open and sign in to the Zoom Client (aka app) – see video OR instructions
    IMPORTANT! If you don’t find the Zoom Client, you’ll want to install it. See instructions.
  3. Update the Zoom Client – see video OR instructions
  4. OPTIONAL BUT HIGHLY RECOMMENDED:
    Install and sign into the Zoom Scheduler for Google Chrome – see video OR instructions

Once you’ve completed the above, take the Denison Zoom Setup Check to verify you are all set up.

Have Zoom questions?

Visit the MyDenison Zoom page at http://my.denison.edu/zoom for Zoom information and resources. If you don’t find your answer there, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on Update to Zoom Cloud Storage Auto-Delete Policy – Faculty/Staff Recordings To Be Auto-Deleted after 30 Days

If you have recorded to the cloud in Zoom, please be aware that Zoom Cloud Storage is a TEMPORARY storage location due to storage limitations.

As of 12/15/2020, Zoom cloud recordings will be automatically deleted after 30 days for faculty/staff (previously this was 60 days) and 15 days for students. If you have recordings that are already more than 30 days old, they will move to being auto-deleted in 1 day.

Once recordings are deleted, they are placed in your Trash and remain there for 30 days unless you empty trash earlier than that. Recordings that are in the Trash can be recovered (see recording recovery details).

Information Technology Services (ITS) strongly recommends you download your recordings from Zoom and place them in Google Drive for long-term storage. If you wish to share your recordings, you can do so through Google Drive.

ACT NOW! If you’ve been recording to the cloud this semester, please make sure to follow the instructions below to locate and download your cloud recordings.

To view and download your Zoom recordings:

  1. Go to the Denison Zoom web portal (https://denison.zoom.us or in MyDenison choose My Apps then Zoom).
  2. Click Sign In and if necessary complete the sign in process.
  3. In the left panel, click Recordings.
  4. Locate the title of the desired meeting. If it is missing, click the Trash link on the right as deleted recordings remain in Trash for 30 days after deletion and you can recover recordings that are in your Trash.
  5. To download the files for the desired meeting, you can then either click More next to a recording title and select Download X files

    OR

    you can click the title to open the recordings window, view the recording and decide if you wish to keep it. If so, click the Download X files button to download the files.

Once you have downloaded the files you can move them to Google Drive through Finder (Mac) or File Explorer (Windows) if you are using Drive File Stream. If not, you can upload the files through the Google Drive web interface (see instructions and video).

IMPORTANT! Once you have downloaded your recordings and confirmed that you can view them in their new location, please return to the Denison Zoom portal to delete your recordings.

If you have any questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on NEW UPDATE 11/6/2020 – UNPLANNED OUTAGE: Jabber Softphone Intermittent Connectivity Issue

Update 11/6/2020 12:00PM:

Over the past several days, ITS has received reports of three users who experienced Jabber issues and required vendor intervention to address the issue. If you experience a Jabber error and it persists after following the reset instructions below, please report the error to the ITS Service Desk at servicedesk@denison.edu so we can escalate the issue to the vendor for remediation.

Reset instructions:

  1. Sign out of Jabber (on a Windows computer, click the Menu (gear) icon and choose Sign out; on a Mac computer, click Jabber in the Apple menu bar and select Sign Out).
  2. At the bottom of the Jabber sign-in page, click Reset Jabber.
  3. Sign in using your BigRedID (first part only of your Denison email address) and password.

Please note that initially you may see a connection error when the Jabber screen loads. It should update and disappear within a minute.

Update 11/2/2020 5:00PM

ITS has received reports of two users who are experiencing Jabber continuing sign-in errors. If you experience any Jabber error and it persists after following the reset instructions below, please report the error to the ITS Service Desk at servicedesk@denison.edu

Update 11/2/2020 3:15PM

Jabber should be working reliably without error messages. However, for the best Jabber experience the vendor recommends you continue to connect to Denison’s GlobalProtect VPN before connecting to Jabber. This post will be updated and Jabber users notified when that recommendation is no longer necessary.

If you are still experiencing Jabber errors at the current time, please reset Jabber.

Reset instructions:

  1. Sign out of Jabber (on a Windows computer, click the Menu (gear) icon and choose Sign out; on a Mac computer, click Jabber in the Apple menu bar and select Sign Out).
  2. At the bottom of the Jabber sign-in page, click Reset Jabber.
  3. Sign in using your BigRedID (first part only of your Denison email address) and password.

Please note that initially you may see a connection error when the Jabber screen loads. It should update and disappear within a minute.

If you continue to see an error, please contact the ITS Service Desk at servicedesk@denison.edu.

Update 11/2/2020 9:00AM

Jabber issues are believed to be resolved and are in the monitoring phase after additional corrective actions were taken on Friday. If you experience any problems with Jabber, please report them to the ITS Service Desk at servicedesk@denison.edu.

Update 10/29/2020 6:30PM

This afternoon, ITS received two reports of individuals unable to successfully use Jabber after following the work-around recommendations in this post. Those reports have been shared with the phone vendor. The phone vendor has indicated that work will be happening overnight to address continuing issues associated with network connectivity. For this evening, if you experience problems with Jabber after following the work-around steps below please use another phone. Please try Jabber again on Friday morning and report any continued issues to the ITS Service Desk at servicedesk@denison.edu.

Update 10/28/2020 3:10PM

The phone vendor is continuing to work with the 3rd party wide area network provider on connectivity issues that are impacting Jabber for Denison and other clients. 

While work continues to fully resolve this issue, for the most reliable Jabber experience possible please connect with the GlobalProtect VPN client before opening Jabber. 

Any time you change network states, such as with connecting to GlobalProtect VPN, if you have Jabber open, you should quit/exit the Jabber app and then reopen it. You can do the quit/exit step before or after you connect to GlobalProtect.

To quit/exit Jabber:

  • On a Mac computer: click Jabber in the Apple menu bar and select Quit. 
  • On a Windows computer: in the Jabber app, click the Menu (gear/flower) icon and select Exit.

Once Jabber closes, reopen it. It should connect automatically to the phone servers. If it does not and you see any connection errors, please sign out of Jabber:

  • On a Mac computer: click Jabber in the Apple menu bar and select Sign Out. 
  • On a Windows computer: in the Jabber app, click the Menu (gear/flower) icon and select Sign out.

Then follow the steps above to quit/exit the Jabber app. Once Jabber closes, reopen and sign in with your Denison BigRedID and password just like you would for MyDenison.

IMPORTANT: If you have changed your password since 10/28/2020 at ~2:00PM or after, please continue to use your OLD password until further notice.

If you have problems, please report the issue to the ITS Service Desk at servicedesk@denison.edu.

Update 10/28/2020 10:15AM

The phone vendor is continuing to work on network issues that are intermittently impacting users ability to sign into Jabber. If you are prompted to sign into Jabber and get an invalid username or password error, please report the issue to the ITS Service Desk at servicedesk@denison.edu. While there is not an immediate fix, the Service Desk will notify you to test again as soon as the problem is believed to be resolved.

Update 10/28/2020 8:50AM:

Several individuals have reported continued difficulty signing into Jabber and the vendor has been updated. If you experience problems with Jabber, please report them to the ITS Service Desk at servicedesk@denison.edu.

Update 10/28/2020 8:00AM:

Testing so far has indicated that the intermittent connectivity issues with Jabber are resolved. If you experience problems with Jabber, please report them to the ITS Service Desk at servicedesk@denison.edu.

Update 10/27/2020 4:15PM:

The vendor has confirmed that there may be continuing issues with intermittent connectivity until overnight restoration and sync takes place. If you experience connectivity problems today, the only work-around is to use another phone if you are off-campus. If you experience problems after 7:00AM on Wednesday 10/28/2020, please report them to the ITS Service Desk at servicedesk@denison.edu.

Update 10/27/2020 3:30PM:

Reports of intermittent connectivity issues remain even for accounts that have had remediation. The vendor has been notified.

Update 10/27/2020 2:15PM:

The root cause of the connectivity issue for Jabber and remote desk phones has been identified. It will be fully resolved by a sync that will take place this evening. Select accounts that reported the issue today have already been addressed and should be functional. If you are experiencing issues with Jabber or a remote desk phone, please report the issue to the ITS Service Desk at servicedesk@denison.edu so your account can be addressed right away.

Original Post:

ITS has received a number of reports of intermittent issues with Jabber yielding an “Unable to connect to multiple services” error for those who are signed in and and an invalid username or password error for those trying to sign in. This appears to be a system-wide issue and has been reported to the vendor. Investigation is underway. This post will be updated as soon as more information is available.

If you have questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on FINAL NOTICE: Pulse Secure VPN / remote.denison.edu Users – Switch to GlobalProtect VPN Now!

As of Friday 10/9/2020, Pulse Secure VPN / remote.denison.edu has been turned off.

For VPN/Remote Access, please visit https://my.denison.edu/globalprotect for instructions on installing and using GlobalProtect VPN.

If you have any questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on Zoom Update – Helpful New Features in Latest Zoom Meetings Client

Zoom is regularly making updates to add features and improve security. The most recent updates to the Zoom Zoom Meetings client (aka desktop app) provide hosts with greater ability to control what they see AND what participants see with these new features…

  • Multi-pin and Multi-spotlight: With host permission, users can pin up to 9 participants on their end. The host can also spotlight up to 9 participants for everyone in their meeting.
  • Custom Gallery View Organization: Hosts and co-hosts can now re-order the gallery view to suit their needs, and choose whether to deploy this view to participants, or allow participants to create their own custom views. Simply click and drag videos to the position you want them in gallery view, and this layout will remain in place until released.

To access these and other recently added Zoom features, you will need to be on the latest version of the Zoom desktop app (5.2.3). To check your version, open the Zoom desktop app (found in the Apps list on Windows and in the Applications folder on Mac) and click your profile icon in the top right and choose Check for Updates. If an update is available, please install it. For step-by-step instructions, see the Denison Zoom guide.

If you have questions, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

by ·Comments Off on Denison Apps/G Suite and Zoom Virtual Workshops Scheduled for September/October

Information Technology Services (ITS) is offering a number of virtual workshops over the next 2 months covering Denison Apps/G Suite (Calendar, Chat, Docs, Meet, Sheets, and Slides) and Zoom.

To view workshop descriptions and sign up for sessions open to all faculty staff, please visit the MyDenison ITS Workshops page.

To request one or more of these workshops specifically for your department/team or to suggest a workshop topic, please email the ITS Service Desk at servicedesk@denison.edu.

If you have questions, please contact the ITS Service Desk by phone at 740-587-6395 or by email.

by ·Comments Off on COMPLETED – PLANNED OUTAGE: Phone System Maintenance May Intermittently Cause Dropped Calls – Sunday 9/20/20 1:00PM-10:00PM

Update:

This maintenance has been completed. If you experience any phone issues, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395 to report the issue including your phone number and whether you are using a Cisco phone or the Jabber softphone app.

Original Post:

Denison’s phone system vendor is performing critical annual maintenance on Sunday 9/20/2020 from 1:00-10:00PM that may result in dropped calls when using Denison phones or the Jabber softphone app. You may also see Denison phones repeatedly re-register or times when the Jabber softphone cannot connect to phone services. During this time period, you may wish to make lengthy calls from a non-Denison phone to avoid the chance of interruption. If you receive an important phone call, you may wish to immediately jot down the number in case your call is interrupted and you need to resume the call using another phone.

If you experience any phone issues after this maintenance period, please contact the ITS Service Desk at servicedesk@denison.edu or 740-587-6395 to report the issue including your phone number and whether you are using a Cisco phone or the Jabber softphone app.

by ·Comments Off on RESOLVED – UNPLANNED SERVICE DISRUPTION: Intermittent Google Drive Issues – 9/15/2020

Update:

Per Google, the problem with Google Drive should be resolved. Should you experience a Google Drive issues, please report it to the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.

Original Post:

Information Technology Services (ITS) has received several reports of erratic Google Drive behavior. These align with Google’s report on the G Suite Dashboard that Google is investigating issues with Google Drive. The affected users are able to access Google Drive, but are seeing error messages, high latency, and/or other unexpected behavior.

This post will be updated as soon as more information is available.

 

 

by ·Comments Off on Disregard New Post in Denison University – Zoom Service Alert Message

Please disregard the message sent on 9/7/2020 at 5:29PM with a subject of “New Post in Denison University” with a “Zoom Service Alert” indicating a problem loading the Zoom portal in web browsers. That post was distributed in error. If you are experiencing any issues with Zoom, please report them to the ITS Service Desk at servicedesk@denison.edu or 740-587-6395.