Service Desk Articles RSS Feed
Basic Troubleshooting for Endnote 6 issues with Office 2013
Viewed 3855 times since Tue, Jun 16, 2015
Here are some troubleshooting steps to take if Endnote 6 is crashing. Requirements: These steps assume you are running Endnote 6 or 6.1 on a Windows 7 machine with Office 2013. Instructions: 1. Before performing other steps, run a repair on Office,... Read More
Camtasia install types for home and UBC computers
Viewed 1190 times since Fri, May 1, 2020
There are several ways to install Camtasia. On UBC asset computers (for personal owned computers see bottom of article) look for it in one of these areas:     Zenworks on Windows workstations at UBC Okanagan. (To run this, click the start menu and... Read More
Change the default server for Cisco AnyConnect
Viewed 59 times since Wed, Jun 2, 2021
Windows: 1.  Log in to the VPN normally per the instructions at How do I connect to VPN with Enhanced CWL.2.  Open a Windows Explorer window.3.  Copy this file path: C:\Users\%username%\AppData\Local\Cisco\Cisco... Read More
Creating an Archive in Outlook for Windows
Viewed 123 times since Thu, May 20, 2021
  Archiving saves space in your mailbox when it gets full. It moves your emails from the mailbox on the server, to a file that you store locally on your machine. Emails that are stored in an archive file are not backed up on the FASmail server.... Read More
CRP Landing Page
Viewed 3576 times since Fri, Apr 3, 2020
What is the CRP program? The CRP program provides IT supported equipment for permanent ongoing positions at UBCO. As the equipment ages IT is centrally funded to replace the equipment as necessary. Typically (though not guaranteed and is... Read More
Hours, Opening and Closing
Viewed 2076 times since Fri, Jul 4, 2014
The following article provides you with Help Desk Hours, and outlines the steps for both Opening and Closing the Help Desk.   Summer Hours - 7:30AM to 4:30PM: First: 7:30AM to 3:30PM Mid: 8:00AM to 4:00PM Last: 8:30AM to 4:30PM   Regular Hours -... Read More
How do I disable the built in pdf viewer in Mozilla Firefox?
Viewed 2362 times since Tue, Jun 9, 2015
Follow these instructions to disable the built in PDF viewer in Mozilla Firefox.   Instructions: In some cases you will need to disable the built in browser pdf viewer, to force documents from platforms such as smartforms to open in Acrobat rather... Read More
How do I encrypt a PDF file?
Viewed 1319 times since Thu, Dec 8, 2016
In order to encrypt a PDF file, you will need a copy of Adobe Acrobat Professional.  Follow the link below on Adobe's website for instructions on how to perform the encryption. Requirements: To encrypt a PDF file, you will need the following: ... Read More
How Do I Install AutoCAD LT (for Staff and Auxillary)
Viewed 1390 times since Tue, Apr 14, 2020
Licensing We currently have a campus license for AutoDesk products for instructional and research purposes. Unfortunately this does not cover staff or administrative use. For staff/admin we have a campus license for Autodesk 2015 which we can install... Read More
How do I install the Microsoft Silverlight Plugin?
Viewed 11412 times since Tue, Jun 9, 2015
This article outlines how to install the Microsoft Silverlight browser plugin. Requirements: To install the Microsoft Silverlight browser plugin, you must have administrator access to your computer, and meet the following requirements. Windows ... Read More
How do I work with ISO files?
Viewed 1087 times since Wed, Sep 5, 2018
Follow these instructions to mount, burn, or unpack an ISO file. Instructions: An ISO file is an image of a CD or DVD. The most common ways to work with these files are: Windows 8/10 or macOS will open these files natively when they are double... Read More
How Do Students Access Adobe Creative Cloud During COVID-19 Closures
Viewed 1721 times since Tue, Mar 31, 2020
General Information As part of Adobe's response to the COVID-19 pandemic, they are allowing temporary at-home access to Adobe Creative Cloud (CC) software until May 31, 2020 for all active students UBC has enabled all active students to be... Read More
How to Report a Stolen or Lost Computer Equipment
Viewed 3567 times since Thu, Jun 21, 2018
Follow these instructions to report a lost or stolen UBC asset piece of computer equipment. Requirements: How do I handle a report of stolen/missing computer equipment? Stolen equipment must be reported to RCMP first.  A police file... Read More
I can’t get my view pay cheque window on to format properly for printing.
Viewed 2760 times since Mon, Mar 30, 2015
When attempting to print the new pay cheque page, it will not format properly for printing. Symptoms : When attempting to print the form, it takes up only a corner of the page, and cuts off the margins.  Resolution: The problem of... Read More
Mac Wifi Issue
Viewed 3354 times since Mon, Sep 8, 2014
A number of students have approached the help desk displaying an error when connecting to UBCSecure. That message states that authentication failed, please contact your system administrator. That message turns out to be ambiguous as it's not the... Read More
MacOS - Change Scrolling direction
Viewed 208 times since Tue, Apr 13, 2021
How to change your scroll wheel direction from the default   You can use the instructions below if you'd like to change your Mouse and\or Trackpad scroll direction. Quick Version: Select the Mac icon (in the top left corner) Select System... Read More
macOS - Set Outlook as the Default Mail App
Viewed 244 times since Wed, Apr 14, 2021
How to set Outlook as the Default Mail App Use the instructions below if you'd like to set Outlook as your default mail app. Quick Version: Start the Apple Mail App To find it, click on the magnifying glass in the top right corner and type... Read More
macOS - Turn on Scroll bar (make it show all the time)
Viewed 195 times since Tue, Apr 13, 2021
How to Turn on the Scroll Bar Use the instructions below if you'd like your scroll bar to always show up instead of auto-hiding when you're not using it. Quick Version: Select the Mac icon (in the top left corner) Select System... Read More
MacOS Kernel System Extension Fix
Viewed 333 times since Wed, Mar 31, 2021
This instruction set will guide you through the process of enabling the KEXT extension type on an Intel Mac computer. Because this process requires access into the recovery mode of the Mac, it is difficult for IT to remotely help with this process.... Read More
macOS Setup Instructions
Viewed 358 times since Tue, Apr 13, 2021
macOS setup instructions This document contains various tips and procedures for configuring your UBC provided Mac.  This potentially applies when you receive a new Mac or a loaner Mac from UBC Okanagan IT Services.  Please note that although this... Read More
Troubleshooting Da-Lite C model screen when it gets stuck down.
Viewed 2512 times since Wed, Jan 23, 2019
To recoil the screen when it's stuck down.  1) Pull down the spring extra 2 or 3 inches to the absolute bottom. 2) With a quick motion while your hand is still on the pull handle, help push it up ( be quick). This should release the lock... Read More
UBCO Shared Network Drives Migration -- What is it and what do I need to do?
Viewed 1589 times since Fri, Jul 10, 2020
  What Is Happening? IT is currently migrating data from the campus' legacy data storage platform to a new platform as part of routine equipment life-cycling. This refresh opens the opportunity to align our network file sharing services... Read More
What do I do if Youtube videos are replaced with "Plugin Blocked"
Viewed 1702 times since Mon, Mar 30, 2015
Youtube video is replaced with a black box and the words "Plugin Blocked" in Safari or Firefox. Symptoms : This can also occur in other Flash based applications  Resolution:  Update Adobe Flash player on the computer from Cause: Safari... Read More
What is a new employee IT orientation all about?
Viewed 10716 times since Mon, Jun 15, 2015
 The following article information outlines what new staff can expect when a technician completes an IT client orientation with them. Preamble Upon arriving to work at UBCO, full time, permanent staff and faculty can expect to have an IT supplied... Read More