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UMBC
Albin O. Kuhn Library & Gallery

New Staff Training Manual: Library Computing

Departments

The Library IT Services (LITS) department is the first line of assistance for staff computing resources.  During the week (i.e., M-F, 9-5:30) all requests for assistance should first be directed to LITS either by phone or through the Library IT Support queue in RT. Outside of these hours staff should contact the DoIT Helpdesk at 5-3838.

LITS consists of the Associate Director, Discovery Services Librarian, LITS Manager, Library IT Support and student assistants.  

 

DoIT Technology Support Center (TSC) assists all members of the UMBC community with their technology questions and requests. Many questions can be answered over the phone during your initial call. Others may require the submission of a Request Ticket, and, if necessary, a DoIT employee may be sent to your campus location for on-site assistance.

Hardware and Software

Hardware

  • 230 workstations in the Library distributed on floors 1-7
  • Google Chromebox (1st floor)
  • No additional software can be downloaded or installed on any of the computers

Software

  • PC software available by logging in to a Windows PC on floors 1-7
  • Macintosh software available by logging in to an iMac on the 1st, 2nd, and 7th floors of the Library
  • Software that any member of the UMBC community can access on any computer, both inside and outside the library, through the eLumin Genlab Virtual Desktop (https://virtual.umbc.edu)

​Public access PCs

  • Located on floors 1-7​ and in the Retriever Learning Center
  • Four PCs that include S&P Capital IQ: LIB1PC01 - LIB1PC02 and LIB1PC03 - LIB1PC34
  • PC software
  • Linux Software 

Public access iMacs

  • Machines located on the 2nd and 7th floor 
  • iMac Software
  • VMware Horizon Client virtualization software is also available on the iMacs

Digital Media Lab

  • 4 iMacs 27" iMacs
  • Audio/video recording equipment and editing software 
  • Flatbed scanner

Scanner workstations​

  • 5 PC scanners 1st floor
  • 4 Mac scanners  2nd floor near Serials

UMBC's Virtual Desktop Environments (VDE)

ELumin - Virtual desktop environment specifically configured for academic/research software needs (SPSS, MatLab, etc.); most users coming into the library require this VDE. FAQ information is here, including login information for the three software pools. 

GenStaff Desktop - Virtual desktop environment configured for basic staff needs (Adobe Creative Cloud, Office, etc.). Does not include specialized research software. Connect to GenStaff Desktop here. 

UMBC GlobalProtect VPN

UMBC students, staff, and faculty can use the UMBC VPN service to access network resources that normally require on-campus access, even if they're away from campus.

When connected to the VPN service, all communication with UMBC campus network resources is sent through the VPN, over a secure encrypted connection.

To begin, visit https://gpvpn.umbc.edu and sign in with your UMBC username/password when prompted.

Go to DOIT's support page for more information.

Troubleshooting

If the printer jams, it is nearly always on the right hand side. You do not need keys to open this side of the printer. 

- Open the right side cover using the handle. 

- Identify any place where paper is caught and remove it. Then remove the fusing unit from the top part of the opening by pressing down on the blue tabs.

- The fusing unit will sometimes have paper stuck in the bottom and top. I usually ask a patron to pull paper out of it while I hold it (it’s a 2-person job. Or at least a 3-arm job). Paper on the bottom will have toner on it that is not set. This toner can come off and get on your hands and clothes. Be careful when removing it. Paper coming from the top has fully set toner and should be safe to touch.

- Re-insert the fusing unit by pushing it back into place. You should hear a click when it connects. Close the right side door. Printer should begin re-printing all lost pages.

 If the printer says Tray 1 is empty, it means the original print job uses an unusual size paper. Tray 1 is a bypass tray, so this is the printer’s way of asking for that type of paper.  On the touch screen, select “Options” and then choose a different tray. If the paper size is close to letter, it may print normally. Otherwise, the job will have to be re-sent on the correct size.

-  If one of the other trays (Trays 2-5) indicate that they are empty, use the “Options” button on the touch screen to select a tray that has paper. Do not push “Exit” or it will make you fill THAT tray.

- You only need keys if all trays are empty. Or if you have pushed “Exit” on the screen.

 “It’s out of toner”

  • It will continue to print if you select “Okay” or “Continue” (varies based on the type of error message it kicks out).
  • It only needs toner once print quality starts to degrade. Until prints are coming out light or streaky, students can still print. It can be up to a month between the first warning that it is low on toner and when it runs out.
  • If there is another issue with the machine at the same time, the toner message appears first, so students often think toner is what is preventing them from printing. This is almost never the case. Check for other problems if the print job doesn’t come out.

“The printer is offline”

  • This happens if people use a print station with a logon computer attached. It usually means that the printer is jammed, but students only see an “offline” message from the computer.
  • If they tell you this about a quickprint station, it means that station has lost connection with the printers and needs to be rebooted. In the meantime, direct them to upload their document through mobileprint.umbc.edu.

 “It took my money and nothing came out”

  • Either they don’t know where the output tray is,
  • Or it’s a PDF and it’s taking a long time,
  • Or the machine is jammed or out of paper.

“It only printed half of my document”

  • The machines default to double-sided printing. Check the back sides of the paper. If they want single-sided, they will have to re-print.

Computer Maintenance and Submitting Tickets

As computers are managed differently within the library based on who is responsible for their maintenance and updates, it is important to understand which department is responsible for each machine when submitting an RT (ie. service request or ticket).

DOIT vs. LITS

 DoIT

 LITS

 Public computers

 Staff computers

 Public Printers (machine)

 Public Printers (network, hardware) 
 DML  RLC computers

 Network, myUMBC, Blackboard     

 Scanners

 

 Kiosk stations

 Room # 257, 258, 259

Paper jams are handled by Circulation

DOIT ticket: SUBMIT 

LITS ticket SUBMIT

FAQ

How do I print from my laptop?

How do I add money to my card?

  • Online via credit card here.
  • Using a credit card through myUMBC or by visiting a Cash-to-Card kiosk on the first floor of the Commons.

How do I print if I do not have a UMBC ID with me?

  • Current UMBC students, staff, and faculty can log into the print stations directly and do not need to swipe their card. 

How do I use the scanner without a UMBC ID?

  • Scanner stations do not require campus ID or guest pass. Patron needs to have an active Gmail account.

I'm having a hard time logging in to a computer.

  • Be sure you are only typing in your UMBC username (everything before the "@" in your UMBC email address) when you log in.
  • Double-check that the caps lock is not on

I am trying to turn this into a pdf.

  • Go to file, save as, save as PDF. 

My video will not play.

  • Try using a different browser.
  • Double-check that your headphones are fully plugged in.

There is no sound/speakers are not working.

  • Be sure to use headphones.
  • Check to see if there is an audio lock on the computer.

Can I download software to a public computer?  

  • No, new software can not be downloaded on any of the public computers.

Assessment

1. What department manages the hardware on the public computers?

2. How can students access the virtual desktops?

3. What floors are the MACs?

4. How can students submit a computer tickets?

5. How do I print from my laptop?