by ·Comments Off on UPDATED: Thinking of Updating to the Newly Released macOS Sierra on your Mac – PLEASE READ!

UPDATE 10/17/16:

Printing to departmental and lab printers is now supported on macOS Sierra thanks to an upgrade to the print environment last week. To print from macOS Sierra, you must reinstall the iPrint client. For instructions, please see http://apps.denison.edu/helpdesk/faq3362.

A new Pulse Secure VPN client for Remote Access that supports macOS Sierra will be coming with an upgrade to the VPN server (remote.denison.edu) on Thursday, 10/27/16. If you need access to the updated VPN client before 10/27, please see http://apps.denison.edu/helpdesk/faq3962 for instructions on how to install it.

IMPORTANT FACULTY/STAFF NOTE: ITS still recommends that those with Denison Mac computers do NOT upgrade to macOS Sierra unless there is a specific need to do so. If that is the case, please check with your department’s instructional technologist/ITS liaison to make sure there are no known issues with applications that you use.

ORIGINAL POST:

On September 20, 2016, Apple released the latest version of the Mac operating system called macOS Sierra. ITS is just beginning to evaluate this new operating system for compatibility with Denison standard software and technology services.

Very early testing results show compatibility problems with Denison’s printing solution for departmental and lab printers. While you can continue to print to printers already installed on your Mac before upgrading to macOS Sierra, you cannot install any new printers.

ITS recommends holding off on upgrading to macOS Sierra until more testing has been completed. Updates will be posted here as soon as additional information is available.

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

by ·Comments Off on Planned Change: McAfee Agent upgrade on Denison-owned Windows Computers starting Thu 9/22/16

On 9/22/16 ITS will release an upgrade to the McAfee Agent on Denison-owned Windows computers. This upgrade is “silent” and will not impact your ability to use your computer while it is happening. At some point during the upgrade process, you might notice a Windows notification regarding your antivirus protection being off. It should resolve itself after a short period of time once the new software version is installed and running. If the Windows notification stays there permanently, please contact the ITS Help Desk at helpdesk@denison.edu or 740-587-6395.

by ·Comments Off on *Resolved* Intermittent Dialpad issues

Update 1:55PM

We have been unable to confirm any Dialpad or carrier issues related to problem reports from this morning. Many events reported end up being incorrect audio settings in the Dialpad app. This may be due to a problem with docking stations correctly detecting USB headsets. If you’ve experienced what appears to be a one-way-audio issue, try using your headset plugged into a USB port on your monitor or computer (as opposed to the docking station). If you receive a report of poor audio quality (distant, in a tunnel, etc.), check that your microphone is correctly set to your headset and not to the microphone on your monitor.

**

We are currently working with Dialpad and our carriers to determine the cause of one-way calling issues.

If you are experiencing problems with your headset we’re learning that there may be a problem with headsets plugging into a docking station, as opposed to being directly connected to your computer or monitor/display.

by ·Comments Off on Planned Change: McAfee Endpoint Security update on Denison Windows Computers starting Thu 9/15/16

On 9/15/16 ITS will release an upgrade to McAfee Endpoint Security on Denison-owned Windows computers. This upgrade is “silent” and will not impact your ability to use your computer while it is happening. At some point during the upgrade process, you might notice a Windows notification regarding your antivirus protection being off. It should resolve itself after a short period of time once the new software is installed and running. If the Windows notification stays there permanently, please contact the ITS Help Desk at helpdesk@denison.edu or 740-587-6395.

by ·Comments Off on Monthly Security Awareness Newsletter – September

September edition:

Email Do’s and Don’ts

(http://securingthehuman.sans.org/newsletters/ouch/issues/OUCH-201609_en.pdf)

OUCH! is the world’s leading, free security awareness newsletter designed for the common computer user. Published every month and in multiple languages, each edition is carefully researched and developed by the SANS Securing The Human team, SANS instructor subject matter experts and team members of the community. Each issue focuses on and explains a specific topic and actionable steps people can take to protect themselves, their family and their organization.

by ·Comments Off on *Resolved* Reports of issues with Dialpad

Update: Friday 9/2/2016 11:00 am

As of 5:00 pm on 9/1/16, the problem relating to Dialpad performing slowly when placing or receiving calls seems to have been resolved.

Please continue to rate any new one-way audio calls as 1-star in Dialpad, so that we can determine if there are any other issues. You can also report any issues by calling the helpdesk at 740-587-6395 or emailing us at helpdesk@denison.edu

Thursday 9/1/2016 12:30 pm

ITS has received reports that suggest that the following issues can currently be seen on Dialpad:

1. Slow response time on answering calls
This issue would result in a call coming in, when clicking on answer the slow response time of the app causes the calls to be missed.
2. “Gray Screen”
This issue can be seen mostly in mac’s for outgoing calls, where when an outgoing call is made, it just shows up as a grey screen with dots at the bottom. This screen indicates that the Dialpad app is trying to establish a connection but cannot succeed (it succeeds when screen turns blue and the counter starts).
We are working with Dialpad to resolve this issue as soon as possible. Updates will be posted here as soon as they are available.
If you are on Dialpad and are asked to rate the call, please rate the call with a single star and provide details as to what are the issues that you are facing. Please do let us know if you are facing any other issues by calling the helpdesk at 740-587-6395 or emailing us at helpdesk@denison.edu

by ·Comments Off on *Resolved* Reports of Call Problems with Dialpad

Update 8/30/16  2:30 pm

As of 1:15 pm the problem seems to have been resolved. Please continue to rate any new one-way audio calls as 1-star in Dialpad, so that we can determine if there are any other issues.

Update 8/30/16 12:55 pm

  • The issue has been confirmed as existing between the interchange of Onvoy and Windstream, technical teams from those companies are working to resolve the issue.
  • There may be other one-way audio issues which have a different cause, we are investigating those with Dialpad.

Update 8/29/16 6:15 pm

  • Calls from Dialpad accounts to a local number work correctly
  • Calls from local phone numbers (740-587-XXXX) to a Dialpad number result in the answering party not being able to hear the caller (including Denison phone lines that haven’t moved to Dialpad)

We are working with the phone service providers involved (Windstream and Onvoy) to assess the source of the problem.

The ITS Help Desk has experienced, and has also received a number of reports of, an issue whereby the answering party cannot hear the caller. The problem has been escalated to Dialpad as an urgent issue and work is underway to diagnose and correct the problem. Updates will be posted here as soon as they are available.

If you are on Dialpad and are asked to rate the call, please rate the call with a single star and provide details as to whether you either couldn’t hear the other party or couldn’t be heard. (Please include whether you were the caller or the recipient, and if you were the caller, if you heard ringing before the phone was answered.)

If you would like a call to test when the problem is resolved, please email the phone number you would like called to the ITS Help Desk at helpdesk@denison.edu.

by ·Comments Off on Welcome to the Class of 2020!

ITS is pleased to welcome you to campus! While you’ve likely been taking advantage of many Denison technology resources already, we encourage you to log in to MyDenison and use the search box in the top right to search for “Quickstart guide for Students” to get your computer and devices ready for the academic year.

If you have questions or problems, please don’t hesitate to contact the ITS Help Desk at 740-587-6395 or helpdesk@denison.edu.

by ·Comments Off on Dialpad phone number migration on 8/24 at 11:00am

The departments below have had their Denison phone number migrated to their Dialpad account as of 11:00 this morning:

  • Library
  • Student Development
  • Life after Denison (Student Services)
  • First-Year Programs
  • Multicultural and International Student Services
  • Campus Leadership and Involvement Center & Service Learning