Category: Software Applications

Issue with AppsAnywhere

UPDATE 28/10/18: This issue should now be resolved. If you are still experiencing issues on a Student Desktop device please let us know by visiting a service point or emailing help4u@dundee.ac.uk.

We have received reports that users are experiencing problems launching apps via AppsAnywhere on Student Desktops.

Thank you to those who have taken the time to inform us, as soon as a we have a solution this page will be updated.

COGNOS – Issues Reported with Running Reports in COGNOS – RESOLVED

26/09/2018 @ 14:30

COGNOS has now been confirmed as operational. If you have any further difficulties, please contact Help4U.

26/09/2018 @ 14:00

COGNOS – Issues Reported with Running Reports in COGNOS

We have received a number of reports with issues running reports in COGNOS.

UoD IT are now aware of the issue and are looking to resolve the issue asap.

Updates to Secure Mobile Working/Company Portal app on iOS

If you get your work emails on your smartphone/tablet through an app such as Outlook, that means you’ve proven your device meets the University’s minimum security standards. This check is performed by the Company Portal app, which you’ve installed on your device.

Stopped getting emails to your iOS device lately?
Microsoft Intune just updated their support policy for the Company Portal app, which means you need to have updated the software on your device to iOS 10 (minimum) or above (latest iOS 12 recommended). Go into your Settings app, select General, then Software Update, and apply the update to start receiving your emails through your chosen app once again. In line with Apple, only devices running one of the 3 latest iOS versions will be compatible with the app from now on.

Older devices that don’t support an OS greater than iOS 9 
Certain devices such as iPhone 4S, iPod Touch, iPad 2, iPad (3rd Generation), and iPad Mini (1st Generation) can’t be updated to within the latest 3 versions. If you have one of these devices, you will have noticed you’re no longer receiving your work emails through your chosen email app. If this applies to you and accessing your email via browser on your device moving forwards isn’t an acceptable option, contact the budget holder in your School or Professional Service to discuss the possibility of procuring a new device through IT Buying.

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