The following tech tips and FAQs pertain specifically to CN systems. For OSU systems or general computer help, please see Helpdocs.
MyCN is a web-based service offered by the Community Network that allows you to access the files in your personal and shared network space (commonly referred to as the P: and S: drives) from any computer that has a web browser and a live internet connection. This can be very beneficial if you are away from the office and need to modify that presentation you'd been working on earlier.
Go to the MyCN web page. When you scroll down the page, you will see one box for access to your Home Directory and a separate box for access to your Shared Directory.
Click on the link that reads "Launch the web connection." A window will come up asking for your login credentials. Enter your CN username and password (Don't forget to put cn\ in front of your username!).
When you have successfully logged into MyCN, you will see the contents of either your personal space or your department's shared space displayed in the web browser (depending on which link you clicked on).
Now highlight and copy the entire address from the address bar. Once you have copied the address of your personal space you can close your web browser.
From the desktop, go to the Apple menu bar and select Go > Connect to Server...
In the Connect to Server window, paste the address that you copied from your MyCN page into the Server Address bar. Once you have done that, you may want to click on the plus sign to the right of the address bar so that it will save it as a favorite server.
Click on the connect button to connect to you to your MyCN personal space. You will again be prompted for your username and password, and once again, don’t forget to put cn\ in front of your username.
After you have successfully entered your CN credentials, your personal network space (P: drive) will come up in a window similar to how it would appear if you were connecting from your computer on campus.
Note on the left side of the window under SHARED is a computer listed as tss.oregonstate.edu with an eject button to the right of the text. This indicates that you are connected to the MyCN server. When you are finished working on MyCN you will probably want to close your connection to MyCN for security purposes. To do this, click on the eject button. The window will close when the connection closes.
Accessing Your Network Drives from Off Campus
Do you go to a conference and discover that you forgot to load your PowerPoint presentation? Sitting at home thinking about that report for the Dean that's due tomorrow morning that you've just remembered an important point you wanted to include? Now it's easier than ever to remotely access your network storage using MyCN.
To access MyCN, open your web browser (Internet Explorer version 8 or higher recommended) and point your web browser to: mycn.oregonstate.edu
You can see that not only can you access your Home Directory (P:\ Drive), but also your department share (S:\ Drive), your email using Web Outlook, and you can change your CN password.
For this exercise, we will access your Home Directory.
Click on the link that says, "Launch the web connection." You will be prompted to login. Remember put in cn\ before your username.
You will then see a window that will look like the image below. Notice that it looks just like the Home Network Drive window on your office computer. To open or edit a document, simply double click your file. When completed, save as normal.
Alternatively, you can simply 'drag and drop' files that you might need copied to the computer you are working from. When completed and you want to save them back to your Home Network Drive, simply drag and drop them back into the window.
Community Network officially supports Microsoft Lync. If you'd like to install Microsoft Lync on a CN-supported Windows machine, follow the instructions below. The screenshots on this page are specific to a Lync 2010 installation on Windows 7, and some steps may vary on other systems. CN is available to assist and help resolve any difficulties or questions that might arise throughout your Lync experience.
Mac users should contact CN for assistance installing Lync on your Mac.
In most cases, you will not need to reboot your system, but do so if prompted. If you encounter any issues, please contact the Community Network at 541-737-8787.
Instructions for using Lync are available at the OSU Helpdocs website.
Community Network officially supports Office 2010 for Windows. If you'd like to upgrade your system to Microsoft Office 2010, you can follow the instructions below to install it on your own.
Please note that the Community Network officially dropped support for Office 2003 for Windows on July 1, 2012. If you have files such as Access databases that were written in previous versions, please contact CN at 541-737-8787 to discuss an appropriate migration plan.
Customers using either Microsoft Office 2003 or Microsoft Office 2007 should experience a somewhat seamless transition to the new Office suite. The Community Network is available to assist and help resolve any difficulties or questions that might arise throughout your Office 2010 experience.
If you encounter any issues, please contact the Community Network at 541-737-8787.
Microsoft Office 2010 is now fully installed on your computer. In most cases, you will not need to reboot your system, but do so if prompted. The first time you open Outlook 2010, Outlook will take a few minutes to optimize your mailbox (~15 minutes for a 200MB mailbox).
If you experience issues with the upgrade or have a question please contact the Community Network.
Below are links to online resources to help you in the transition to the new interface used by Office 2010. Be sure to add them to your browser Favorites or Bookmarks if you find them helpful.
Microsoft Training Courses for Outlook 2010
This website lists several training courses to help you get familiar with the new features snd updates that come with Outlook 2010.
Learning where features are located in Microsoft Office 2010 (covers all applications)
These interactive guides offer a way to easily discover how to perform tasks in Microsoft Office 2010 by first performing them in Microsoft Office 2003.
Some individuals may see the following dialog box appear:
This dialog box indicates that the installation files haven't been downloaded on this particular computer and will need to be downloaded in order to continue. How you proceed all depends on your location and your network connection:
On Campus - Plugged into a wired network connection
If you are on campus and connected to the network you can click on the "Run program automatically when download completes" and then click the "Download" button. Once you click "Download" you will see the "Program Download Status" dialog box that will estimate how much time is remaining before your Office 2010 install begins. You can download Office over a wireless connection but we strongly recommend that your computer be plugged into the network via an ethernet cable to optimize the download speed.
Off Campus - Any network connection
If you see dialog box like the below that indicates an extraordinarily long download time, contact CN at 541-737-8787. Downloading during business hours over a slow remote connection is throttled to prevent network saturation. The download will work, but it will take an extermely long time to complete. CN can provide you with a much more convenient and speedy option.
Note: If you do not see the same icons, change from category view to Large or Small icon view.
Once you see the new icon on your desktop the software is fully installed and ready for use. If you encounter any issues, please contact the Community Network.
People+Content is an application that allows you to broadcast content through your Polycom without additional hardware using your computer and network.
First make sure you have the software installed. See People+Content Installation. Once that is finished you will just need to connect to your Polycom through the network.
1. Turn your Polycom unit on and wait for it to start up. You will need the IP address of your Polycom so you can connect to it. If you do not know the IP address, you can find it by looking under the Picture displayed on your Polycom. It should List "My IP." That is the IP of your Polycom.
2. Ensure that the computer you are going to be using to broadcast your content is connected to the network. For example, can you browse the internet? If not, connect your computer to the network via a hardwire or wireless connection.
3. Start the Polycom People+Content Software by double-clicking on the desktop Icon.
4. If this is the 1st time you have ran this software you will be presented with a firewall Alert. Check the Domain and Private Network Boxes, and click allow access.
5. The Application will start up and you will be presented with the control interface.
6. Enter Your IP address in the Conferencing System Address box. Leave the Meeting Password Blank and press connect.
7. Once your connection is established, your control interface will change to look like this:
8. If you are going to be placing a call via the Polycom, now is the time to do that. Make sure there are no issues with the call and then proceed when ready using the People+Content software.
9. Pressing the Purple Play Button will begin broadcasting your entire computer's screen. What is visible on your screen will be visible to all call participants and audience members.
10. While broadcasting content, you can click on the magnifying glass icon on the control interface to zoom in on a specific area of your computer screen. Click on any of the yellow boxes to re-size and move the window. The pointer will change to a "Double-ended" arrow to resize and a "Hand" to move the window. Anything within the window will be displayed as full screen on the Polycom. Click the magnifying glass icon again to return to normal view.
11.To stop broadcasting your content, press the Purple STOP button on the Control Interface. This will disconnect you from the Polycom but will leave the People+Content application running, allowing you to reconnect and broadcast at will. Pressing the red X in the upper right corner of the control interface will close the application completely.
This software can also be used to broadcast content to only the monitor hooked up to your Polycom. All the above instructions are the same with the exception of placing a call with your Polycom.
If you encounter any issues, please contact the Community Network at 541-737-8787 Option 2 for on-campus customers and those based off-campus should press 3 for assistance.
Due to security concerns, Oregon State University uses WinSCP for file transfers to/from Banner. The following information will help you set up WinSCP for Windows (no Mac version is available).
Click on a profile, and write down your host name, user name and port number. You can also leave SSH open while editing the profile information in WinSCP. Repeat for every profile you need to save.
To enter remote directory information:
Enter the name you would like call the profile. "ONID" would be the most straightforward.
Note it shows up in saved sessions now.
Repeat for all of your profiles.
The first time you connect to a new server, WinSCP requests you add the host key to the cache. Press YES.
After accepting the key, the authorized use screen shows up. Click Continue.
File transfer is a simple operation. Your local files are on the left, remote/server files are on the right. To move a file to the server, click and drag a file from the left to the right. Note the plus symbol on the cursor indicating you are adding a file to that location.
Shadow Copy is a new feature on the Community Network servers you can use to restore or recover recently modified or deleted files. This allows Windows users to recover recently modified files on your own, without having to call for help. (Mac users will still need to call us, as Shadow Copy is not compatible with Macs.)
Shadow Copy takes a snapshot of any changes that are made to files since the last snapshot. This allows customers to recover changes that they've made previously (or the complete file if its deleted.) If files are not available via Shadow Copy then data can be recovered by going through your support team, who will extract them from nightly tape backups.
Shadow Copy takes a snapshot two times a day during the week and one time a day during the weekend.
There are some limitations to Shadow Copy that you will need to be aware of.
This process will walk you through the steps of recovering a file or folder that has been deleted.
This process will walk you through the steps of recovering a previous version of an existing file.
** Warning ** Restoring the file will overwrite the current copy. Any data saved in the current copy will be overwritten with the older file.
If you do not see a Previous Versions tab you will need to install the Shadow Copy client. Windows XP SP2 customers have this installed by default. Windows XP SP1, Windows 95, 98, 2000, ME customers will need to install the Shadow Copy client in order to use this feature. If you need help, please contact your support team.
If the file cannot be recovered through Shadow Copy, it is most likely available through a tape backup restore. Contact your support team and provide the following information:
With this information the support team will do their best to locate the lost file for you. Always remember to back up important information.
The Community Network and IS Service Desk have recently moved to a new ticketing system called TeamDynamix.
Creating a new ticket in the helpdesk enables us to quickly respond to your support request and keep a running track of issues that you might be experiencing. This history allows both you and our technicians access to prior discussions and decisions we've had with you and your equipment. At any time you can go back and look at your tickets should a problem re-appear.
To begin, go to http://is.oregonstate.edu/webform/contact-is-service-desk
From this screen you will need to provide your Contact Information, then be able to provide a short descriptive subject and provide as much detail about your support request possible. Some common questions we ask are:
How often does it happen? Is the problem intermittent, or can it be reproduced?
When does the problem occur?
If you get an error message, what does it say?
What program(s) were open when the error occurred?
Have you tried rebooting the computer?
If you have any attachements such as screenshots or documents you can click browse to locate the files and click on Attach to attach them to this ticket.
Click the "Send to IS Service Desk" button and your ticket will appear in our request queue. From here we will begin the troubleshooting process and contact you with a response shortly.
Once a ticket is created you can review the status of that request at any time. Log back into the system, using your ONID account, here: https://oregonstate.teamdynamix.com/TDClient/Requests/TicketRequests/. If you do not have an ONID account, you will not be able to log in to view your tickets.
You can see at a glance all of your open tickets and their current status.
You can display all of your tickets, like this image shows, by clicking on "Status Class", select "[select all]", then pressing search.
To make an update, click on the title of a ticket you want to make an update on.
If you would like to make a modification or an update to this ticket, simply click on 'comment' enter information in the text box and click save.
Your ticket update will appear in our list and be taken care of shortly after we receive it.
Community Network is aware that Apple has recently released the OS X 10.10.2 update for Yosemite which, among other things, is intended to address multiple issues ranging from wireless and Bluetooth connectivity to overall stability and security issues. Overall reviews of the new release have been mixed at best, and there are numerous reports that the above-mentioned issues have not been fully resolved in the 10.10.2 update. For these reasons, Community Network will continue to block the installation of Yosemite at this time.
To be clear, Community Network is aware that the issues that have been reported to exist in Yosemite do not exist on all Mac computers that have Yosemite installed on them. In fact, the pattern of machines that are affected appears to be completely random. We understand that some customers may already be using personal Mac computers successfully that do have Yosemite installed on them and have a desire for continuity and consistency of experience between their work and personal devices, and we are trying to strike a balance between preventing support incidents and providing our customers with an ideal computing experience.
At this time, we will remove the installation block if a customer has a clear business need to install or test with Yosemite. We also will remove the block on Yosemite for those customers that wish to have a consistent experience between their personal and work machines. However, customers need to understand that there is a risk associated with installing Yosemite that Community Network has no control over. Because there are no guaranteed fixes for the issues that appear in Yosemite, the likely course of action would be to rebuild the affected machine and revert it back to OS X Mavericks (10.9.5).
These are the issues that Community Network is tracking and most concerned about:
Loss of wireless connectivity – Wireless connections on OS X Yosemite may randomly drop, and in some cases, stop working altogether. There are many suggested "fixes" that address the various wireless connectivity scenarios, but none of them work consistently.
Boot issues – There have been widespread issues of OS X Yosemite machines freezing halfway through the boot process. Again, there are a variety of suggested fixes for this condition, but in every case effectiveness has been inconsistent and short-term.
October 30th, 2014
Community Network is blocking the installation of OS X Yosemite at this time.
As your technology support partner it is our job to test and ensure that new software and operating systems will not adversely affect your ability to get your work done. So far, everything we’ve heard and seen suggests that we should hold off on installing Yosemite on OSU computers. The primary reason is that there have been many reports that Yosemite breaks wireless, and in some cases Bluetooth. Loss of wireless connectivity would render many Mac computers, such as the MacBook Air, effectively unusable. In addition, the Yosemite version of iWork is incompatible with the OS X Mavericks version; this has generated several calls to Classroom Support (Class.Tech.IT@oregonstate.edu) from instructors who were unable to open their presentations at the beginning of their lecture.
We will continue to monitor the situation and will let you know when we believe it is safe to remove the block on OS X Yosemite.
In the meantime, if you have a business need to install/test Yosemite, please contact us and we can remove the block from your test computer.
Mac OS X 10.9 (Yosemite) Compatibility issues
Endnote – Endnote X7.2 has been tested by EndNote. No other information on their site regarding compatibility of older versions of the software.
Parallels – According to Parallels’ website, only Parallels Desktop 9 and 10 will work under Yosemite, and Parallels Desktop 9 has a variety of known issues, even with all updates applied.
VMWare Fusion – Version 7 and 7 PRO are supported under Yosemite. None of the previous versions are officially supported.
Adobe Creative Suite – Officially Adobe says that Creative Cloud will run on Yosemite with no special updates. Adobe also says they have tested Photoshop CS6 for compatibility with Yosemite. Beyond that, Adobe makes no guarantee (or even acknowledges) that any previous version of the Creative Suite will work on Yosemite.
Microsoft Office – All Office products appear to open and function correctly, although Lync 2011 has a reported issue with connectivity when multiple languages are set as options within the Language & Region pane in System Preferences.
FileMaker Pro – Filemaker Pro 13 and Filemaker Pro 13 Advanced are compatible with Yosemite although there are some known issues. Filemaker Server 13 is not currently compatible with Yosemite.
Google Drive – Early reports that it may crash in Yosemite though it seems to be stable now.
iWork – For those users that have either upgrade to Yosemite and downloaded the latest iWork(Keynote/Pages/Numbers) updates, or they just bought systems with Yosemite and installed the update can expect issues using anything produced in iWork on any computer that hasn’t updated to Yosemite (this includes the Classroom computers throughout campus.) Apple has not released the same update for Mavericks, nor have they indicated any intention to do so. To fix the issue they need to export the files as an earlier version/PowerPoint/Word/Excel/PDF. They do this by simply going up to File>Export and then choosing the type of file they would prefer.
Hardware Issues - There are widespread reports Yosemite breaking wireless and/or Bluetooth on some computers that it is installed on. So far, there does not seem to be a pattern or a specific model of Mac that it happens on, and there are no tried and true fixes for the issue.
The University's Acceptable Use Policy requires that we keep our passwords to ourselves. While it's good to keep a password secret, most of us need to remember 2 or 4 or even more passwords for our variety of accounts. If you're like many of us, you can't remember what you had for breakfast, let alone the password you just had to change for that account you almost never use.
We have a few ideas that might help you with this. But let's cover some basic password rules first.
Okay, now that we've got the rules out of the way, here are a couple of simple solutions that might help you with passwords.
One way to get a nice long password is to use a passphrase. It can be a sentence that is easy to remember but pretty long. For example:
My dog has green spots is 22 characters long (including spaces), which is fairly difficult for a password cracking program to decode.
You can make your passphrase even stronger by throwing in a couple of special characters and at least one misspelling. For example:
mY daUg H@S green splots!
This passphrase is easy to remember, and is very strong. Nobody said that coming up with a new password couldn't be fun. But do not use your favorite quote or a line from a book. The black-hat types are getting smarter, and many use a dictionary of favorite lines from movies or book quotes to crack passphrases. It's better for you to use unique or nonsense phrases.
Use a random password generator to come up with a nice complex password of decent length (we recommend at least 12 characters). A good password generator can be found at https://identitysafe.norton.com/password-generator/.
You'll end up with a nice long string of characters that is very hard to remember, so you have to write it down. This isn’t necessarily bad, but store it in a safe place (like your wallet or purse) and don’t write down anything else on it to identify what account it goes with. Do not keep it on or in your desk. Remember to make one password for each account.
Tough? Yes, but after a couple of days you get used to the new password, and typing it will not require thought.
We hope these techniques help. If you have any additional suggestions for making a strong passphrase or password, please contact your Community Network support team and we’ll be happy to pass those along.
Community Network does not push power profiles or power settings to Apple computers. It is your responsibility as an Apple user to optimize the power settings on your computer. CN is investigating solutions to centrally manage settings on Apple computers.
You can use the following instructions to change your selected power settings.
If you need further assistance, please contact CN.
If you would like to change the power profile selection on your computer, please follow the instructions below.
By default, OSU Energy Helper is selected.
* Note - The instructions might be slightly different depending on the configuration of your control panel view.
Q: How much would this really save the university?
The estimated savings to the university is just over $70,000 per year and over 1 million lbs of CO2 emissions. These numbers apply just to CN-supported computers, which account for approximately 60% of the computers on campus for faculty, staff, and IS computer labs.
Q: What other benefits does this provide me as a computer user and the university?
Q: What about Energy Star Ratings?
A: The OSU Energy Saver power scheme we have created meets or exceeds Energy Star guidelines.
Most modern consumer computer hardware includes components that can detect whether the computer has been idle, and notify the operating system (Windows or MacOS). In this case, “idle” indicates that there has been no typing on the keyboard or operation of the mouse. Originally, the purpose of this feature was to extend the battery life of portable computers by reducing their power consumption when not in active use. These features are now available in nearly all consumer computers. A power scheme is simply a list of power-saving actions to be taken at specified time thresholds of inactivity.
To illustrate this, let’s examine the two power schemes CN has implemented. These two schemes have been named "OSU Energy Saver" and "OSU Energy Helper." Here are the descriptions of those power schemes.
* Note - these power profiles only apply to Windows computers. To configure power settings for an Apple, please click here.
|Plugged in||On Battery|
|Turn off Monitor(s)||10||5|
|Turn off Hard Drive||10||5|
|Sleep the computer||Never||Never|
|Hibernate the computer||Never||Never|
|Plugged in||On Battery|
|Turn off Monitor(s)||10||5|
|Turn off Hard Drive||10||5|
|Sleep the computer||30||20|
|Hibernate the computer||Never||Never|
The first column describes the energy-saving action to be taken. The second and third columns list the inactivity threshold (in minutes) which will initiate the action, depending on whether the computer is plugged in or running from battery, respectively. As you can see, “Saver” profile is more ambitious: it will put the computer into sleep mode (see below) after 30 minutes, whereas the “Helper” profile will not.
Q: Does this affect my OSU laptop?
A: Yes. The power settings are identical to desktop computers when you are plugged into power. When you are running on the battery the settings are slightly different. In the chart above, see the difference between the Plugged in and On Battery columns.
Because sleep mode offers much greater energy savings, we strongly recommend that you use the “Saver” profile unless there is a specific reason not to do so.
Q: What happens if I turn off my computer at night?
Turning off your computer is certainly a good idea, and we encourage you to continue to do that. However, using the OSU Energy Saver scheme (available on Windows computers only) can save additional energy if you step away from your desk during the workday for 10 minutes or more. Placing your computer in sleep mode also allows you to quickly pick up on your work from the previous day.
Q: What about Patch Tuesday?
CN has developed a simple method that will wake your computer up on Tuesday evening and allow it to run the necessary updates and the weekly antivirus scan. We ask that you do NOT turn off your computers on Tuesday evenings. Putting your computer to sleep or using the OSU Energy Saver scheme is recommended.
Q: What about scheduled jobs that run overnight, like my backup?
Windows: If you have operations that run overnight, such as file backups, they are probably triggered with a scheduled task. Follow these instructions:
Apple: Your Mac should be using Time Machine which does not run on a set schedule, rather all the time, so your data backup should not be affected by your computer going to sleep.
Q: Does the computer prompt for a password after waking up?
Yes, the computer will prompt for you to log in. Once you are logged in, your work will be restored to where you left it previously.
CN-configured computers contain shortcuts to your CN-provided Home Directory and Shared Directory. If you need to manually set up a computer with shortcuts, please follow these instructions. After you set up these shortcuts, you will need to be on the OSU network to utilize them (for example, if you're at home, you will need to establish a VPN connection).
Please use the following instructions to configure your device to access our Terminal Server. This will provide you access to an OSU configured workstation with Office 2010 (Outlook, Word, Excel, PowerPoint, Publisher, and Access), Data Warehouse, and access to your home and shared drives.
|Nick Name:||CN Lite|
|Username:||Your CN username|
|Password:||Please don't save your password|
MyCN web access allows users to download files from their Home Directory and Shared Department Directory.
This will give you a listing of the contents of the directory, similar to what you see below.
Once you connect up to your directory, you will see a screen that looks something like this. Below is the structured layout of this page.
Your current location is across the top. Just below that on the left side of the screen is the "To Parent Directory" link. Clicking on this link will take you up a directory (or folder) in the structure. Below that on the left side is the file data and time stamp of that file or folder. To the right of the file data and time stamp is <dir> or a number. This column lets you know if it is a folder or a file. <dir> will be displayed if that is a folder. If a number is displayed then it is a file. This number is the file size in kilo bytes (kb). So a file size of 1300 is approximately 1.3 Mega Bytes (MB). On the right side is the File or Folder Name. If you click on a directory then you will be taken down a directory and shown the contents of that directory. If you click on a file it will do one of two things.
If you choose save then you can download it to the computer you are on and work on it from there. You will have to bring the modified file back into work and copy it back to your personal network space when you are done.
The easiest way to download a file is to right click on a file and choose "Save Target As", the wording may be a bit different depending on the web browser being used.
When you are finished simply close all browser windows.
Apple released OS X Mavericks for free on October 22nd, 2013 which adds many new features and functionality (more details) to your Apple computer. Upon release we found that a number of applications weren’t compatible with the new operating system (including Symantec anti-virus) so we have worked to address those issues and have compiled the information below to help you plan for a successful upgrade.
Please note: It is critical that you perform a Time Machine backup prior to upgrading not only to have a backup of your important files but also to facilitate a recovery method if needed. If you aren’t sure how to do that and/or don’t have a backup drive available please contact us and we will be happy to assist.
Known Compatibility Issues
Recommended Upgrade Process
Note: We can help you through the entire upgrade process if needed but if you're able to do some of the steps below on your own that will help reduce your overall downtime.