Category: Software Applications

Retiring Microsoft 2011 for managed macs

As of the Tue 10 Oct, Microsoft will no longer offer support for Office 2011 on Mac (e.g. Word, Excel, Powerpoint, Outlook etc). If you are using this version on your managed PC, please uninstall it and upgrade to 2016 so you continue to receive security updates.

How do I upgrade to 2016?

  1. Go to the Self Service window on your Mac desktop.
  2. Click the Common/Optional category
  3. Click Install next to Microsoft Office 2016

If you are unable to install this, it may mean that your PC is over 9 years old and cannot run the new update. If this is the case, we would recommend that your device be replaced and that you contact your manager or department head to discuss this.

Uninstalling Microsoft 2011

It is important that you remove the older software, as it is considered vulnerable.

  1. Go to the Self Service window on your Mac desktop
  2. Click the Maintenance category
  3. Uninstall Microsoft 2011

If you would like further support when upgrading, please contact Help4U.

 

Training on how to best use the software

Various OPD courses are available or you can visit Lynda.com.

Application: iGRasp (the University’s eRecruitment application) – Maintenance Window – 15 September 2017 (22:00 – 23:00 BST)

Lumesse (the providers of the iGRasp application) will be carrying out essential maintenance to the LIVE iGRasp environment on Friday 15th September 2017 between 22:00 – 23:00 BST.

As a result of this, i-GRasp will be unavailable for up to 60 minutes whilst the maintenance takes place.

Please note that this will affect BOTH the administration aspects of the application which iGRasp users interact with, but also the front end websites which our candidates interact with. (Due to the short downtime window, there will be NO message displayed to candidates on the front facing web pages. Should however you receive any queries or complaints from candidates as a result of this, please raise them via the route noted below.)

Please accept our apologies for any inconvenience this may cause and, if you have any questions or concerns regarding this, please do not hesitate in contacting Sarah Christie, Business Services (People Systems) via the University Service Desk (Help4U@dundee.ac.uk).

Microsoft Office Slowness

Update: Wed 26 July, Time 11:45

The dedicated problem team have identified where this issue is coming from. We are currently working with Microsoft to try and fix the root cause. In the meantime, the problem team have created a ‘workaround’ which will help return you to normal operation. Should you continue to be affected by this issue, please contact help4u@dundee.ac.uk to have the workaround applied.

Update: Wed 28 June, Time 11:50

We have an IT group that meets on a daily basis to consider ongoing lines of enquiry and there are a number of activities currently being undertaken to help either identify the root cause or to eliminate various lines of enquiry.  This group is now chaired by Julie Christie (Assistant Director) and this matter continues to be a top priority for us.  
 
There are two main sets of activities we are carrying out:
1.        Gathering more data: all calls logged in connection with this major incident are being reviewed again to reconfirm the symptoms users are reporting and to collect additional details about the computer in question, the applications being used and the behaviour of these applications.  
 
For users this may involve the Service Desk getting in touch to confirm some facts and it would be helpful to have your cooperation with this.
 
2.        Testing different computers: the team have deployed three types of computers (built in different ways) to six groups from across the University to check what works and what needs further investigation. We should know within 1-2 days whether any of these approaches work or will eliminate other possible causes. 
 
We have found that some users are understandably reticent to ‘volunteer’ to help with testing but it’s for an important reason. If you are willing and able to help with testing please get in touch.  
 
If you would like more detailed information about what we are testing and which data we are collecting or more information about the things we have eliminated or resolved through this enquiry please contact the Service Desk.
 
Thank you for your ongoing patience.

Update: Fri 02 Jun, Time 16:30

Now examinations have passed, the IT team are able to start pro-actively addressing this issue so that staff can return to a quality PC performance.

Way forward
Testing has identified a small collection of factors that may be contributing to the overall problem. Achieving the permanent fix will, therefore, involve applying a number of progressive changes – both in isolation and in multiple combinations until stable service is reinstated.

How can I help?

  • If you are an affected staff member, your cooperation is key. Each time a change is applied we need to communicate with you to determine its outcome.
  • As an aside, the team are focusing efforts on desktops. Evidence suggests laptops are not affected by this issue, but if you believe yours is, please do contact the IT Service Desk if you haven’t already done so quoting call # 1704-3524

Any changes that will result in a known impact will be communicated with you prior to application.

We understand this may be frustrating and would like to assure you your engagement with this process is not only very much appreciated, but also instrumental in restoring service to you and the wider staff community.

 

Performance Issues with Microsoft Applications & Saving to Shared Drives

JTrac | Service maintenance

The IT Student Systems team has identified the need for maintenance on the JTrac platform.

When will it take place?
Work will start at 13:00 on 14 Jun 2017 and is expected to be short in nature (only a few minutes and lasting no more than one hour).

What impact will this have?
JTrac will be unavailable to all users during this time and you will be logged out if actively using it while the work is taking place.

Why are we doing it?
To make the platform more reliable by moving it to the University’s new authentication system.

If you have any questions, please contact the IT Service Desk via Help4U (ref C1705-014).

Performance Issues with Microsoft Applications & Saving to Shared Drives

Update: Fri 02 Jun, Time 16:30

Now examinations have passed, the IT team are able to start pro-actively addressing this issue so that staff can return to a quality PC performance.

Way forward
Testing has identified a small collection of factors that may be contributing to the overall problem. Achieving the permanent fix will, therefore, involve applying a number of progressive changes – both in isolation and in multiple combinations until stable service is reinstated.

How can I help?

  • If you are an affected staff member, your cooperation is key. Each time a change is applied we need to communicate with you to determine its outcome.
  • As an aside, the team are focusing efforts on desktops. Evidence suggests laptops are not affected by this issue, but if you believe yours is, please do contact the IT Service Desk if you haven’t already done so quoting call # 1704-3524

Any changes that will result in a known impact will be communicated with you prior to application.

We understand this may be frustrating and would like to assure you your engagement with this process is not only very much appreciated, but also instrumental in restoring service to you and the wider staff community.


Update: Tue 16 May, 10:00

We are pleased to say IT Engineers have now identified the source of this problem and a plan of action to re-establish quality desktop performance has been pulled together, ready for implementation.

When will the fix be applied?
Safeguarding the ongoing examination diet is the University’s highest priority right now, so we aim to deploy the permanent fix towards the end of the month to prevent any impact to student experience.

What are we doing in the meantime?
The team have started to apply temporary changes to individual accounts that alleviate symptoms. Please make contact if you are heavily affected and would like to be prioritised in this process. The impact of these interim changes is outlined below.

How will this temporary fix affect me?
Temporary changes will mainly impact staff members who hot-desk (share workstations and computers) as many of your personal settings will be lost – i.e. they will not travel with you between the computers you log-on to. Things like Firefox favourites will need to copied locally (if used) by you to prevent this loss. For staff who do not hot-desk, impact should be minimal.

We would like to take this opportunity to thank those staff who have been affected by this ongoing issue for their continued cooperation. Your engagement has really been instrumental in determining root cause.

More information will follow on plans to implement the permanent fix and the impact this will have.

As ever, please do get in touch with IT via Help4U with any questions or if you require assistance in relation to this issue and quote 1704-3524.


Update: Wed 03 May, 18:20

We are continuing to investigate the issue with Microsoft Office that is affecting a number of staff. This problem is manifesting itself in one or more ways (or a combination), as outlined below:

  1. When saving files the following error message appears

  1. Office is hanging (unusable) for a period of minutes
  2. Unable to attach files to email / save files from email

What are we doing to resolve these issues?
We have a dedicated team of IT support engineers who are analysing the issue.

What can you do to help?
A temporary work-around is now available. Applying the following is resolving the issue for the majority of affected users:

Open Office Applications: File > Options > Save > Default local file location: Change to read H:\

Disable Box Add-in from running at startup:

  • In the run/search box from the Start menu, type “winword.exe /a” (this will load Word without any add-ins running)
  • Open a blank document
  • Click File
  • Click Options
  • Click Add-ins
  • At the bottom of the window, choose “COM Add-ins” from the drop-down menu and click Go
  • Remove the tick from the “Box.Word.AddIn” and click OK.
  • Exit and restart Word, it will now load without the Box-Add in running

This will only work for the user logged in at the time. Also, it will need to be applied in Word, Excel, PowerPoint etc separately.

If you are comfortable doing this yourself, please do. If not, please log a call via Help4U and we will allocate a technician to assist you.

 
Call Service Desk
on 01382 388000
(Office hours only)
‌‌ 
Visit a Service Desk (e.g.
GF of Main Library)
(Opening hours)
‌ 
To view your current calls visit Help4U, our self-service portal

Please ask colleagues to touch to let us know if they are also being affected by this and haven’t contacted IT already.

We appreciate your cooperation and support and assure you we are working with all technology partners to resolve this issue.


Update: Thu 27 Apr, 16:45

IT Engineers continue to investigate the root cause of these problems as a matter of priority so that a permanent resolution may be reached.

What has been achieved so far?
At present, a temporary fix has been applied that has provided inconsistent results – i.e. it has been effective at mitigating these issues for some staff more than others. Although we cannot report that this matter has been settled, we do want to assure you that this is being treated with the utmost urgency and care.

Who is working on this?
A full problem management team was assembled and the group continue to troubleshoot the University’s IT Enterprise with rigour so that we can re-establish a quality performance to your work computer.

We thank you for your patience and hope this gives assurance that the main aim of your IT Team at this point is to return a normal service to you as quickly as possible.


Original update: Tue 25 Apr, 11:54

Service Desk are aware that many users are experiencing a variety of issues at present. These issues are ranging from being unable to save to shared drives, attaching items in Outlook and general slowness using Microsoft Applications.

Our engineers are currently investigating the issue and will provide an update in due course.

If you are experiencing any of these issues or have similar symptoms, please contact help4u@dundee.ac.uk detailing your issue and quote 1704-3524.

A positive breakthrough | Update on performance issues with Microsoft applications & saving to shared drives

As the main University diet has now finished,  IT are able to pro-actively able to start on the work we know is required to resolve this issue.

Our senior technical engineers are now able to complete the work, maintenance and upgrades  required to mitigate this complex issue, our suppliers are assisting implement maintenance that was not possible to complete during exam diet.

We will post an update on the results of this work as soon as possible but do be assured we are giving it our full attention, and we do apologize for the inconvenience we know this has caused.

 

We are pleased to say IT Engineers have now identified the source of this problem and a plan of action to re-establish quality desktop performance has been pulled together, ready for implementation.

When will the fix be applied?
Safeguarding the ongoing examination diet is the University’s highest priority right now, so we aim to deploy the permanent fix towards the end of the month to prevent any impact to student experience.

What are we doing in the meantime?
The team have started to apply temporary changes to individual accounts that alleviate symptoms. Please make contact if you are heavily affected and would like to be prioritised in this process. The impact of these interim changes is outlined below.

How will this temporary fix affect me?
Temporary changes will mainly impact staff members who hot-desk (share workstations and computers) as many of your personal settings will be lost – i.e. they will not travel with you between the computers you log-on to. Things like Firefox favourites will need to copied locally (if used) by you to prevent this loss. For staff who do not hot-desk, impact should be minimal.

We would like to take this opportunity to thank those staff who have been affected by this ongoing issue for their continued cooperation. Your engagement has really been instrumental in determining root cause.

More information will follow on plans to implement the permanent fix and the impact this will have.

As ever, please do get in touch with IT via Help4U with any questions or if you require assistance in relation to this issue and quote 1704-3524.