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IT Service Desk Opening hours: Christmas vacation 23/24

The IT Service Desk will be closed completely over the Christmas and New Year holiday from 22nd December 2023 to 2nd January 2024, in line with the University closure dates.

Details:

  • The telephone line (6262) will close at 1pm Thursday 21st December and reopen at 8am on Tuesday 2nd January 2024.
  •  The IT Service Desk in the Library will close at 5pm Thursday 21st December and reopen at 8am on Tuesday 2nd January 2024.
  • Greenlands IT/AV Support will close at 5pm on Thursday 21st December and reopen at 8am on Tuesday 2nd January 2024.

The Self-Service Portal will remain open and you can also email us, however tickets will not be actioned until the IT Service Desk re-opens in the New Year.

People on a rooftop dressed in santa hats and waving sparklers.

The IT Service Desk enjoys Christmas (disclaimer: stock photo, not the real Service Desk team)

 
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Classroom Technology Sessions: January 2024

Empty classroom

The DTS (Digital Technology Services) Audio-Visual team are offering staff sessions in the new year to demonstrate how to use various classroom technologies.

These sessions are aimed at new teaching staff plus existing staff who want to have refresh or closer look at how the AV classroom technology (i.e., microphones, cameras, screens) works. 

When and where:  

Note each session starts at 12 noon. Each session will last 40-50 minutes depending on the amount of questions we get. There is no need to book, just turn up at 12 noon.

Wednesday 3rd January  12:00 to 13:00  G10, Edith Morley 
Thursday 4th January  12:00 to 13:00  102 at L22, London Road
Friday 5th January  12:00 to 13:00  G10, Edith Morley 
Monday 8th January  12:00 to 13:00  GL22, Agriculture 
Tuesday 9th January  12:00 to 13:00  G01, Palmer 

What will I learn? 

The rooms chosen are typical teaching classrooms with standard equipment. Technicians will be on hand to demonstrate and show you how to: 

  • Switch on equipment 
  • Perform basic operations, e.g., using multiples screens, how to end a session 
  • Use the document camera 
  • Use Microsoft Whiteboard 
  • Check microphone and sounds levels for Yuja Learning Capture (there are separate Yuja software sessions held by TEL, book through UoR Learn) 
  • Use Teams as part of a session, e.g., calling or conferencing 
  • How to get help if something goes wrong with the equipment in a session 

You will also be given the opportunity to try things out for yourself. Come along to a session and find out something new! 

Can’t make these sessions? 

If you would like a demo and can’t make any of these sessions, there is limited availability for 1-2-1 sessions by booking through this form. 

Academic Computing Drop-in Sessions for Students and Staff 

The DTS Academic Computing team also offer fortnightly drop-in sessions, where they will be around to offer informal help for all things academic computing related.  The sessions are open to anyone, student or staff, who is using our research computing services.

Wednesday 10th January   13:00 to 15:00  GL20, Agriculture 
Wednesday 24th January 13:00 to 15:00 GL20, Agriculture 
Wednesday 7th February 13:00 to 15:00 GL20, Agriculture

For the full schedule, please see our webpage. 

What topics can I seek help for?

The sessions are aimed to help with research computing related questions and problems, focused on our Linux platforms. Here are some example topics (the list below is not exhaustive):

  • Logging in and using our research computing servers (RACC, NX, arc-ssh)
  • Loading and using research software on the cluster
  • Interactive computing and batch jobs on the cluster
  • Python environments and packages
  • Linux command line computing
  • Compiling and running research code

Can’t make the sessions?

If you’d like assistance in any of these topics or related issues but can’t make the sessions, please raise a ticket (report an incident) through the IT Self Service Portal.

Using Yuja lecture capture software  

Yuja logoThe CQSD Technology Enhanced Learning (TEL) team run various sessions on learning capture and how to use Yuja software throughout the year. The Essentials webinar covers an overview of how to access the recording software (YuJa) in the classroom or personal devices, how to use it to create video resources to be accessed through Blackboard, and practical advice about how to use YuJa effectively when teaching.  

Please see UoR Learn for TEL Learning Capture sessions and how to book (search for “Learning Capture”).

Contact and further information 

For general IT related questions, the IT Service Desk is your first point of contact.  

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LapSafe laptop loans reach significant milestone

1000Digital Technology Services are very pleased to announce that the new LapSafe laptop loan service for students has reached a significant milestone of 1000 loans since the start of Welcome Week (15th September). This is a fantastic uptake for the new service and shows how vital it is to our students that they have easy access to computing facilities.

Digital inclusion for students is a high priority at University of Reading. One way to help bridge the digital divide is to help students who cannot afford essential technology, such as laptops, gain access to them.

Digital parity for all students using LapSafe

Free!

LapSafe makes laptops accessible to every student. There is no need to complete a form to be approved, or provide details of financial circumstances. Any student can take out a laptop from the LapSafe lockers.

For example, we have several students who are borrowing laptops every day or nearly every day, which suggests that they rely on the service to be able to complete their studies.

All LapSafe laptops are set up to use Eduroam free Wi-Fi on campus, and each student has a free subscription to Microsoft 365 and curriculum software with AppsAnywhere.

Some facts and figures

Now we’ve got some data we can get an idea of which lockers are being used and when. This will help with future planning and investment.

Day to view calendar page displaying October 23

On October 23rd we had the most laptops borrowed on one day, with 56 being taken out. We have 100 available so this is well within our capacity.

How many are being borrowed, and where from

Two thirds of the laptops are borrowed from the first floor lockers. The remainder are equally split between the second and third floor lockers.

Pie charts illustrating the split of borrowing, showing two thirds from the first floor and an equal split of the other third between second and third floors

The most frequently used locker is the first one you come to in the Library, perhaps unsurprisingly!

When is the most popular time?

Calendar highlighting Monday, Thursday and Saturdays.

Our most popular days are Monday and Thursday, and the least popular day is Saturday.

Enlarge the graph below to see how many are borrowed each day. Every Saturday there’s an obvious dip.

Line chart of the borrowing pattern.

We’re expecting these figures to increase as word gets round about the loan laptops.

How long are they borrowed for?

The average loan period is just over 4 hours (at 4 hours and 2 minutes). The shortest loan period was for less than 5 minutes.

Overdue stamp

After 8 hours, the laptop is marked as late (and the battery has probably run out). Only 5% are returned late. The most overdue return was late by nearly 4 days.

Students get reminder emails just before their laptop is due back, and then again once the loan is overdue.

Further information

You can find full instructions (as well as the terms and conditions) on our dedicated webpage.

If you have any questions or need any further information, please contact DTS.

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Spam email alert: “Work” or “Task”

Cartoon of a hacker - a person in a black hoodie with their face hidden, using a laptop.

We have been receiving reports of a recent phishing email making it into University inboxes.

The email claims to be from a senior member of the University, but actually comes from the email address “executivecdirectoor@gmail.com”. It has a single word subject line, either “Work” or “Task”. The email asks you to email back urgently. If you do this, you will then be asked to purchase iTune gift cards.

What do I do if I receive one?

Do not reply to this email or open any attachments as it could damage your work and computer and may make your private details vulnerable.

What have we done to mitigate?

We had many reports of this particular issue so we could react quickly to the threat. Our Security team has blocked the malicious email address executivecdirectoor@gmail.com and any emails that have not yet been delivered are being quarantined so they do not reach any more inboxes. 

If you are concerned about this email or other similar emails then please call ex.6262 or go to reading.ac.uk/dts to raise a ticket. 

https://www.reading.ac.uk/digital-technology-services/home/password-reset

If you are a member of staff whose students are reporting this to you we strongly recommend that they change their password via Microsoft https://passwordreset.microsoftonline.com/.

For tips on keeping yourself and your information safe online, visit our web page on Cyber Security. If you would like to reset your password instructions are on our website.

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Device Lifecycle – some Frequently Asked Questions

Image showing a computer with the words device lifecycle printed across the middle. An arrow encircles the computer to represent a circular process.

After launching 10 months ago, the Device Lifecycle programme has helped hundreds of staff members replace their outdated IT equipment with standardised, easy to support-and-use, modern and portable devices.

Below are some of the questions the team is asked most often:

What devices are available through the programme?
  • Windows (default) : Microsoft Surface Laptop 5 i7, 16 GB RAM, 13.5″ touchscreen Windows 11
  • Macs (for current UoR Mac users) : MacBook Air, M2 Chip 8-Core, 8GB RAM, 256GB SSD

Link: Buyer’s Guide

Can I request a device for a new starter or an unfilled vacancy through the device lifecycle programme?

The Device Lifecycle programme is focused on replacing current staff devices. New appointments are excluded from the programme and equipment for new starters will need to be purchased in line with current guidelines.

Link: Buying computer hardware

We think some laptops that are being replaced are still functional. Can DTS reset them and give them back to the department to keep for spares?

Devices held in cupboards are unmanaged, lead to out-of-date software and are a security risk. All old and replaced devices need to be either disposed of by your department or returned to DTS for reuse within the university. There is no need for spares, as DTS hold loan devices if any device requires return for repair. If a repair is out of warranty or uneconomic, then DTS will provide a replacement device at no charge.

Link: Disposal process

Can I get a new laptop from Device Lifecycle?

The team have contacted all staff members who were put forward by their School or Function as being eligible to receive a new device. If you were not available while the Device Lifecycle team was engaged with your area, please have a look at www.reading.ac.uk/dlp for more details about the scheme and if you think you are eligible to receive a centrally-funded laptop, email us at device-lifecycle-dts@reading.ac.uk for details.

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PC Labs & Tech Tables – Microsoft 365 Apps (Office 365) rollout plus BYOD

Autumn Term classroom technology improvements

The DTS managed computers in classrooms (aka tech tables) and PC Labs are being upgraded from Office 2016 to Microsoft 365 Apps. Most of you will be familiar with Microsoft 365 as it’s on UoR staff devices, and this upgrade will bring the classroom as well as lab PCs in line.

We have also added a multiway adapter to many of the tech tables so you can plug in your Surface, Mac (Thunderbolt) or other laptop if you prefer to use your own device.

Why are we going to Microsoft 365 Apps?

We need to upgrade the managed classroom and lab PCs to keep up with current software versions. This upgrade to Microsoft 365 also offers the following benefits: 

  • Simplified log in: Sign in once to the computer and you won’t need to sign in again* for any Microsoft Apps and websites that use your UoR credentials, such as Blackboard and AppsAnywhere. 
    • This also means a quicker start up for lectures using Learning Capture, as you should start Yuja via Blackboard so you are already signed in.
  • Familiarity: Most UoR supplied staff laptops are already running Microsoft 365 so you will have the same experience whether using your laptop or a classroom PC.
  • Security: All DTS managed PCs will have the latest Microsoft applications and security updates.
  • End of Support for Office 2016: Office 2016 is out of support from November 1st 2023 and will not receive any further updates or fixes.

*Multifactor authentication is not required – please raise a ticket with the IT Service Desk if you come across any classroom or PC Lab computers asking for it.

Request from Blackboard to sign in with Microsoft

Will I need to do anything for the upgrade?

No action is required from users. The upgrade takes around 15-30 minutes and will be done remotely at a time when nobody is logged in to the computer.

What differences will I need to be aware of?

There are two minor changes from Office 2016 that you need to note:

1. Saved files in OneDrive

OneDrive for Business will be the default location for documents. You can access your OneDrive from within each application, e.g., open PowerPoint to get to your presentations:

Highlighting the OneDrive and SharePoint document libraries

You can pin documents from within the M365 app so you can retrieve them easily.

The Documents folder available on PC Labs, Tech Table and AVD (Profiles (reading.ac.uk)) can now be accessed in Microsoft 365 via ‘This PC’.

2. Update to application add-ons (plugins)

Some application plugins have also been updated to work with Microsoft 365 (64-bit). This means that the plugins you use will also need to be the 64-bit version to be compatible, for example for EndNote. 64-bit versions are available on AppsAnywhere

Endnote 64 and 32 bit versions

Mendeley Cite has also been added as standard to Word 365 (can be found in the References tab in Word), see KI 1810 Mendeley Cite add-in for Word 365 (staff PCs, PC Labs and BYOD)

How do I tell which version of Office is installed on a Tech Table or PC Lab?

The easiest way is to look at the Word icon in Start Menu. Hit the Windows icon on the bottom left of the screen and type Word.

Microsoft 365 App version (64-bit) will look like:Word logo in Microsoft 365

Microsoft Office 2016 (32-bit) will say 2016 and look like:Word 2016 logo

 

Bring Your Own Device (BYOD)

We’ve added a multiway adapter on many of the tech tables which means you can plug your own laptop or iPad into the tech table for the screen/microphones.  We’re slowly working round the university, for a full list of rooms we’ve done see the Learning Capture PC Facilities webpage.

How to connect your own laptop to a tech table

Further reading

Contact

If you have any questions or need any further information, please contact DTS.

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Classroom technology drop in sessions

Audio-Visual Teaching Technology Drop-In Sessions

A classroom at university with AV equipment

No need to book!

The DTS (Digital Technology Services) Audio-Visual team are offering staff drop-in sessions to demonstrate how to use various classroom technologies.

These drop-in sessions are aimed at new teaching staff plus existing staff who want to have refresh or closer look at how the AV classroom technology (i.e., microphones, cameras, screens) works. 

When and where:  

Monday 18th September 

12:00 to 13:00 

Room 124, Edith Morley 

Tuesday 19th September 

12:00 to 13:00 

Room 124, Edith Morley 

Wednesday 20th September  

12:00 to 13:00 

Room 124, Edith Morley 

Thursday 21st September 

12:00 to 13:00 

Room 127, Edith Morley 

Friday 22nd September 

12:00 to 13:00 

Room 124, Edith Morley 

What will I learn? 

The rooms chosen are typical teaching classrooms with standard equipment. Technicians will be on hand to demonstrate and show you how to: 

  • Switch on equipment 
  • Perform basic operations, e.g., checking OneDrive, where to find your files, using multiples screens, how to end a session 
  • Use the document camera 
  • Use Microsoft Whiteboard 
  • Check microphone and sounds levels for Yuja Learning Capture (there are separate Yuja software sessions held by TEL, book through UoR Learn) 
  • Use Teams as part of a session, e.g., calling or conferencing 
  • How to get help if something goes wrong with the equipment in a session 

You will also be given the opportunity to try things out for yourself so you can feel comfortable (at least with the technology!) before the start of term. Come along to a session and find out something new! 

Can’t make these sessions? 

If you would like a demo and can’t make any of these sessions, there is limited availability for 1-2-1 sessions by booking through this form. 

Academic Computing Drop-in Sessions for Students and Staff 

The DTS Academic Computing team also offer fortnightly drop-in sessions, where they will be around to offer informal help for all things academic computing related.  If you’re confused by Linux commands, not sure how to access our systems, uncertain how to use them or have any other academic computing related questions, come along to a session!  

Wednesday 13th September  

13:00 to 15:00 

Brian Hoskins GL68 PC Lab 

Wednesday 27th September

Linux basics session 

14:30 to 15:30 

Brian Hoskins GL68 PC Lab 

Thursday 5th October 

11:30 to 12:30 

Brian Hoskins GL68 PC Lab 

Full schedule: https://research.reading.ac.uk/act/knowledgebase/academic-computing-drop-in-sessions/

Using Yuja lecture capture software  

Yuja logoThe CQSD Technology Enhanced Learning (TEL) team run various sessions on learning capture and how to use Yuja software throughout the year. The Essentials webinar covers an overview of how to access the recording software (YuJa) in the classroom or personal devices, how to use it to create video resources to be accessed through Blackboard, and practical advice about how to use YuJa effectively when teaching.  

Please see UoR Learn for TEL Learning Capture sessions and how to book (search for “Learning Capture”).

Contact and further information 

For general IT related questions, the IT Service Desk is your first point of contact.  

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Cyber Security: Phishing remains top threat at UoR

Phishing (pronounced “fishing”) is a cybercrime that involves tricking individuals into divulging sensitive information such as passwords, credit card details, or personal identification.

How big is the threat?

Phishing attacks continue to be a major concern worldwide, with a significant impact on individuals and organizations alike. In 2021, phishing attempts accounted for 83% of the total number of cyberattacks reported globally, underscoring the prominence of this threat. In 2022 this number increased to 90%. In 2023 initial reports suggest this is likely to remain as high or even be higher.

Remember: It only takes one person to click on the wrong link for our whole network to be exposed to criminal activity – don’t let that person be you!

What should I look out for?

Here are the top ten email subjects from recent spam attempts (in no particular order). As you can see, often the phisher has got information about you, your manager and your organisation to make the email seem more realistic.

Unusual sign in activity

Click to enlarge

  1. Urgent!
  2. HR: Staff Rewards Program
  3. IT: Important Email Upgrades
  4. Activate your DropBox account
  5. Your payment is overdue
  6. Microsoft 365: [display_name], Password has expired
  7. Amazon: Action Needed: Purchase Attempt
  8. Available? [manager_name] is trying to contact you
  9. Teams: [manager_name] invited you to join a Team
  10. Microsoft 365: [display_name], MFA Security Review is Required

Here are some commonly impersonated organisations:

PayPal scam

Click to enlarge

  • Your own *
  • Microsoft (including Teams, OneDrive, SharePoint)
  • LinkedIn
  • Google (including Google Chat and Google Docs)
  • PayPal
  • WeTransfer
  • WhatsApp
  • HSBC
  • Instagram
  • HMRC and other government departments

*Hackers pretending to be someone from your own organisation has the most success and has increased during 2023. 

What can I do?

It’s crucial to arm yourself against phishing attacks to ensure your personal and academic information remains secure. Here are some essential steps to take:

Keep Yourself Updated: Awareness is your first line of defence. Understand the tactics used in phishing attacks and train yourself to identify suspicious emails, messages, or websites. 

Verify the Source: Before clicking on any links or sharing personal information, verify the sender’s identity. Be cautious even if an email or message appears to be from a familiar source.

Stay Cautious: Be wary of unsolicited emails, especially those requesting personal or financial information. Legitimate organizations rarely ask for sensitive data via email.

Think Before You Click: Avoid clicking on suspicious links or downloading attachments from unknown sources. Hover over links to see the actual URL before clicking.

Use Strong, Unique Passwords: Create strong passwords using a combination of letters, numbers, and symbols. Avoid using the same password for multiple accounts.

Enable Multi-Factor Authentication (MFA): Set up MFA for an extra layer of security by requiring a second form of verification, such as a code in an Authenticator app, in addition to your password. This makes it significantly harder for attackers to access your accounts.

Keep Software Updated: Regularly update your operating system and applications. Cybercriminals often exploit known vulnerabilities in outdated software.

Use Apps Anywhere to make sure you are using the most up to date version of software with the latest security patches.

Report Suspicious Activity: If you receive an email or message that seems suspicious, report it to us. Your vigilance could help protect others from falling victim to the same attack.

Further information and contact

We have a Cyber Security section on the DTS website, which also includes information about spotting phishing attempts. 

For more general information about keeping yourself safe online, have a look at the National Cyber Security Centre website.

If you have any questions or need any advice, please contact the IT Service Desk.

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Device Lifecycle – Summer update

Invitation to All Staff

During August and September, the Device Lifecycle team is inviting any staff member whose only computer is a desktop PC, or who is using a laptop more than 3 years old to find out if they are eligible to receive a new Surface Laptop 5 (or for current Mac users, a MacBook Air).

What do you get?

A brand new Windows or Mac

A docking station and cables (if needed)

A laptop carrying case

Plus! A personalised 121 deskside set-up service

Contact

The Device Lifecycle team

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LapSafe: a new laptop loan service for students

Digital Technology Services (DTS) are pleased to announce the introduction of a laptop loan service for students, known as LapSafe.

Addressing the issue: Digital Poverty

A student survey from Reading’s Student Union in 2021 highlighted that 70% of students thought that their laptop/computer had negatively impacted on their learning with 13% of those students stating they had no regular access to computers at all.Students studying in the library

A suitable computer is necessary to access learning material in Blackboard, to access core teaching software, to participate in blended learning, and to enable students to study flexibly on campus, in halls of residence, in the library, study spaces, lecture theatres, seminar rooms and even from home.

“Digital poverty has created inequalities in the learning experience and ultimately the learning outcomes of some of our students which must be addressed to ensure they have equal opportunities to succeed.”

Our aim is to provide an easy to access, centrally located laptop loan service to give all students access to a consistent and reliable device to positively contribute to their learning.

What is LapSafe?

Using a grant from the Office for Students, we have purchased 100 laptops for short term loans to students. We have also purchased 96 lockers, which are specifically designed for this type of laptop loan service. Laptops can be loaned and returned 24×7 (or at least while the Library is open) using these lockers.

We are calling this loan service “Lapsafe”, after the lockers.

Lapsafe lockers in the Library

Click to enlarge photo

The LapSafe lockers are self service lockers (similar to Amazon or Evri lockers).  Each locker contains a laptop which is fully charged and ready to be used.

Students use their student Campus Card to log in to the console screen and then follow instructions to request or return a loan.

How to borrow a laptop from the LapSafe lockers

There is a bank of “hot desks” set up in the Library that the loan laptops can be plugged into. There is no restriction where you can use it. The LapSafe laptop can be taken out of the Library to a lecture or Halls, or off campus if needed.

Frequently Asked Questions

Who can use them?

Any student with a valid UoR Campus Card. You will need a student Campus Card to be able to take out a loan laptop. This is in addition to the hardship or disability laptop loans.

Staff who need to borrow a laptop should contact DTS.

How long are they loaned for?

Laptops are loaned on a first come, first served basis, and can be loaned for up to 8 hours at a time (or until the battery runs out). If you need it for longer, return and borrow a new one.

One laptop is allowed per student card.

What is the spec of the devices?

We’ve chosen a higher spec Windows 10 device which all current curriculum software will run on. All devices are Microsoft Surface Pro 7 (i7/16GB/256GB) laptop, with a Type Cover keyboard.

Where are they?

Lockers can be found in Whiteknights Library – on the first, second and third floors. By having them in the Library, students can take advantage of the IT Service Desk counter located on the first floor if they have any issues.

When are they available?

The lockers are available now!

There will be a marketing campaign aimed at students and full launch in October. In the meantime, we hope that students will make use of the laptop loan service during the summer so we can iron out any issues before the beginning of the new academic year.

What is in the future?

We’ll monitor how the lockers in the Library are used, which will give us an indication of how we can best utilise them. We are considering:

  • A longer loan period (which will need us to supply chargers)
  • Incorporating the laptop loan app into the student app, so you can reserve a laptop for collection without having to go to the Library
  • Situating lockers in other parts of the University (e.g. London Road, Earley Gate)

Plus anything else that comes up once the lockers are in use.

Further information

You can find full instructions (as well as the terms and conditions) on our dedicated webpage.

Information specifically aimed at students is on this Essentials webpage.

If you have any questions or need any further information, please contact DTS.