Desktop & Mobile System Support

When you create an Acrobat Document (PDF) from Word, the actual text of what was written is stored in that document.  This allows the user to select text so it can copied and pasted into another document.  It also allows newer versions of Microsoft Word to open that file so you can edit it.  (Side note: While this works, Word doesn’t do a great job of preserving the formatting).  However, when paper documents are scanned into a computer, the PDF file is created using an image, without the actual text. 

Without the embedded text, the you can’t copy and paste, you can’t open the file in Word for editing and, perhaps most importantly, the document can’t be searched.  Fortunately, Acrobat can analyze the picture, recognize the text and add it to the document. 

Here’s how…..

We’ll use a sample document that was printed out and scanned in.  The PDF document has been embedded so you can try it yourself. 

adobe-sample.pdf

Open the file and you’ll see the chart of numbers below.  If you try to select the text you’ll find that you can’t…..

{slider Optical Character Recognition (OCR)}

Scan Text with OCR (Optimal Character Recognition)

Click Tools and then Scan & OCR

Now click Recognize Text and then In this File:

Then click the Recognize Text Button

Acrobat will then recognize the text.  Try highlighting, copying and pasting the text.  You’ll see that now, you can!

Since this is a chart of numbers you might want to paste it into Excel. 

Go ahead….Try it.  You’ll get something that looks like the picture below, which isn’t all that useful.

{slider Export Data into Excel}

Export Data into Excel

Fortunately, Acrobat has a better way to get your document into excel.

In Acrobat, if you choose File > Export To > Spreadsheet > Microsoft Excel Workbook, you’ll be able to save the contents as a spreadsheet and open it in Excel.

As you can see, the result is much more useful:

One caveat that you should be aware of is that this process isn’t perfect.  Acrobat is “reading” the text by looking at the lines in the document.  If the scan isn’t clear, has smudges, watermarks or is distorted in any way, the software can read the document incorrectly.  When working with text, this typically isn’t a big problem because spell check will catch most of the errors.  However, when working with numbers, it’s important to verify that everything worked properly.

{/sliders}

Basic Information:

• Current Departmental Listing
• Map of SAS Departments on Douglass Campus

Regina B. Heldrich Science Building Tech Room (205)

• Please keep the office as neat as possible. 

• Keep the floor as clear as you can so Cleaning Services can vacuum.

• Throw away or recycle unneeded items (bottles, newspapers, etc).

• Stacey (HSB 205) has the keys to open up this office. When Stacey is not in, please go to room 100 for access.  If you borrow a set of keys, please make sure you return it by the end of the day!

• Keep all software media in the cabinet when not in use.

• When you are done installing software for a department's computers, please remember to return the software licenses and media to the department so they can keep track of what software they own.

• Keep the cabinet locked when nobody will be in the office.

• When the last full-time staff member in the tech room leaves for the day, any technicians still around must also leave the suite. (This is because part-time employees may not hold office keys).  You can log out of the Timeclock system from the field. 

IP Addresses

When setting up a computer that needs a new IP address, pleasesubmit a work order with the following information:

• MAC address
• MAC address and IP Address of computer being replaced (if applicable)
• Building
• Room number
• Port number
• User name
• Department 

For more information see:  Douglass Campus Network Information

Work Orders

If you have a work order in your queue that has not been completed, and you won't be in the next business day, please put it in your supervisor's queue - unless the requestor can wait until you are back for the problem to be resolved. If you have been corresponding with the requestor via email, let me know that you won't be in and that someone else will follow up with them

Please don't hold workorders open to wait for the user to confirm things are working.  If you believe you have resolved the problem, simply close the workorder, and include a description in the log entry of what you did to resolve the problem.  The user will receive the log entry as an email, and can always click the link in the email to re-open the work order if the problem persists.

Non-SAS Work Orders

SAS Computer Support charges Non-SAS departments for support services. When handling work orders with "(Non SAS)" in the department name, it is imperative that you follow these procedures:

These departments have been instructed to place a separate workorder for each computer that needs service, and in addition, the serial number field needs to be accurate. (This will be our internal # for billing purposes)  If the serial number has not been filled out correctly, make sure you update this information when you complete the workorder.

Since we will bill these departments by the hour, you need to complete the "Work Completed" hours field, in the Workorder system, a accurately as possible, following these simple rules: 

1. Travel time is included in the total amount of hours
2. Billing is done in half-hour increments with a minimum of 1 hour per workorder
3. The total amount of hours needs to be a reasonable figure that indicates actual work done to complete the workorder.
   Please remember to be as professional as possible when working in these departments. Keep in mind that these departments are paying us for service, which increases our responsibility to avoid mistakes or errors.

Local Usernames:

• PCs: When setting up a new PC, make sure the primary user’s local Windows username matches the user’s Net ID.
  
  
• Macs:The Mac OS "short name" should match the Net ID. 

PC Setup Checklist: 

• Basic checklist of PC installation tasks

Physical Security

• Please lock offices after working on computers.
• If you borrow a key to get into an office, make sure you lock the door when you're done on the computer.  Make sure you lock all locks, including deadbolts and door knobs, if more than one lock is on the door.
• If departmental staff lets you in to work on a computer, please let them know as soon as you're done so they can lock the door after you.

RJ-45 Wiring Schemes:

We have a crimping tool, spool of CAT-5 cable, RJ-45 ends, and cable strippers.  Here is a diagram of RJ-45 Wiring Schemes.

Safety Issues

If you encounter dangerous conditions on sidewalks or driveways such as ice, snow, or other hazards, please follow these steps:

• Contact Facilities and let them know so they can address the situation.  The "Service Request Form for the Cook/Douglass Campus" is located online at: https://apps.ufcp.rutgers.edu/CR/Login?ReturnUrl=%2fcr. Alternately, you can call: 848-445-3000.
• Look for an alternate route
• If you are carrying equipment such as computers or monitors between buildings (regardless of weather conditions) please use the hand truck in the tech room to minimize your chance of slipping
• If there is no alternate route, reschedule the work order until Facilities can address the situation (for example, cleaning ice or snow)

Sanitizing computers going to Surplus

If any computers are going to surplus, the hard drives must be sanitized to erase any confidential or Non-Private Personal Information (NPPI).  You should boot the computer with a Darik's Boot and Nuke CD and let Darik's Boot and Nuke erase all the date.  There should be some Darik's Boot and Nuke CDs in the tech closet.

Use of Computers (Tech Room)

Using the Timeclock system

The Technician Timeclock system can be accessed via the following link:Time Clock. Please follow these policies regarding the timeclock:

• You should always clock in and clock out from a computer in the tech room.  If you are in the field and have to leave after finishing a work order, you can clock out from a computer in the department you are working in.
• Do not clock in or out from home! If you have forgotten to clock in or out, let your supervisor know as possible so your hours can be corrected
• You should clock out for lunch break (12 noon) and clock back in at 1pm if lunch hour falls within your shift.

Work-Study Students

Students are not allowed to study during work hours.  This is a legal requirement necessary for Rutgers to obtain Federal Work/Study funding.  Please do not study while you are clocked in at work.  If things are slow, please ask your supervisor to find something for you to do. 

Emergency preparedness

Rutgers emergency procedures assume that each facility will have a departmental emergency procedure plan.  The SAS Business Office has provided us with some supplies in case an event occurs that requires us to remain in Ruth Adams Building for a period of time until departure is considered safe.

We have some emergency supplies in the office suite, including a first aid kit, flashlight, battery operated radio, and other supplies.

Those of you that are students may also have access to other University resources in the event of an emergency. For more information, please consult the Office of Emergency Management web site at:

Office of Emergency Management

  A current list is at: http://www.td.rutgers.edu/docs/data/network-service-systems/#servers

Microsoft Office 2016 must be activated using a license key obtained from https://software.rutgers.edu

Connect to Rutgers VPN: 

VPN Installation and Configuration Instructions

Order License Key

1. Log on to: https://software.rutgers.edu
2. Under "License Types" to the left, click on "Microsoft EES Software"
3. Select the appropriate version of Microsoft Office
4. Click the "Items" tab at the bottom
5. Click Add to Cart
6. For "Delivery Method" select "Download"
7. Click Checkout
8. Verify your email and click Next
9. Click Submit Order
10. Select My Software from the main menu at the top
11. Select Microsoft Office 2016
12. Click License
13. Find the 25-character key from the "License Info" field

Activate Office

1. Open any Microsoft Office application (e.g. Excel, PowerPoint, or Word)
2. Click "File"
3. Click "Account"
4. Click "Change Product Key"
5. Enter the 25-character key from the "License Info" field found under "My Software" on software.rutgers.edu (see above)
6. After entering the key, click "Install"
7. Click Activate
8. Click "Yes" to allow "Windows Activation" to make changes to your device.

If you are still receiving messages that Office is no longer activated, please SUBMIT REQUEST.

Microsoft Windows 10 must be activated using a license key obtained from https://software.rutgers.edu

Microsoft Office 2016 activation steps are here.

Connect to Rutgers VPN: 

VPN Installation and Configuration Instructions

Order License Key

1. Log on to: https://software.rutgers.edu
2. Under "Operating System," click on Windows
3. Click the link for "Microsoft Windows 10 Enterprise Upgrade 32/64bitProduct Activation Required EES Agreement Rutgers-Owned Equipment Only"
4. Click the "Items" tab at the bottom
5. Click Add to Cart
6. For "Delivery Method" select "Download"
7. Click Checkout
8. Verify your email and click Next
9. Click Submit Order
10. Select My Software from the main menu at the top
11. Under "Microsoft Windows 10," click License
12. Find the 25-character key from the "License Info" field

Activate Windows

1. Go to System control panel (Windows Key + Pause/Break)
2. Under "Windows activation," click Change product key
3. Click Yes to allow "Windows Activation" to make changes to your device.
4. Enter the 25-character key from the "License Info" field found under "My Software" on software.rutgers.edu (see above)
5. After entering the key, click Next
6. Click Activate

If you are still receiving messages that Windows is no longer activated, please SUBMIT REQUEST.

To change your NetID password, use the NetID Management Tool.

If you have forgotten your password click here.

For general information about your NetID, view the NetID and Services Activation System page.

• Wait a moment. Try your power button again, pressing firmly on the button.
• Check the power cable coming into the back of the PC from the outlet or power strip. Make certain the cable is firmly seated. Retry the power button.
• Check other devices that may be plugged into the power strip or wall outlet to see if they have power. If so, try swapping the power cable plug for the PC into another outlet you know is working. Try the power button again.

Mac OS 10.15 Catalina update:

Apple released Mac OS 10.15 Catalina earlier this week as a free download from the App Store. SAS IT recommends NOT upgrading to Catalina at this time as we would like to thoroughly test it for a month or two before moving forward with any upgrades.
Some major changes in Catalina include the dropping of support for 32-bit applications. Older 32-bit applications will no longer work if they haven’t been upgraded to 64-bit versions.

Mac OS Updates -

All updates are now automatically installed from the SAS-IT Mac server. To configure your Mac to receive automatic updates, Please contact your departments Unit Computing Manager

Download the latest Mac OS Ricoh drivers for our Ricoh copiers. For OS 10.9-10.14

Download Cisco AMP Antivirius for SAS Macs

LDAP fix- a quick script to reconfigure ldap to work with the University's updated LDAP servers. These will be going live on 6/21/2016

LDAP fix for 10.9.5 Macs

The latest DeployStudio NetBoot set for OS 10.11.2 is available here- DeployStudioRuntimeHD.dmg
Download the dmg and use Apple's Disk Utility program (/Applications/Utilities/Disk Utility) to restore the image to a USB key to create a bootable drive that will connect to our Deploystudio server for Mac OS imaging.

NetBoot Script- Run this to access the NetBoot server across subnets. Mac hardware ranging from old Mac Pros to 2015 Macbook pros have NetBoot images available from macdc.sas.rutgers.edu. If you have Mac hardware that will not boot from this script, email  to have an appropriate Netboot set created. Once a Mac is rebooted it will be running the DeployStudio runtime software. Choose "Restore Master on Volume" option to reimage the machine. 2015_iMac_image and MacBook_Pro_2015_pcie support the latest hardware.

Ricoh copiers and some HPs do require printer filters to be installed locally for printing to function. Run this script to install the needed packages- http://sasdeploy.rutgers.edu/mac/ricoh-drivers.zip for 10.8-10.14 and http://sasdeploy.rutgers.edu/mac/ricoh-drivers-10.7.zip for 10.7

LDAP Authentication: This script will configure Macs for authentication through the University's LDAP servers- Rutgers ldap script

Email scripts

addthunderbird v3 script- This is for adding an RU Connect account to Thunderbird. This script will also hide the the users old Zimbra account. If you need to revert to the previous profile, copy prefs.js.bak to prefs.js. In some cases you may need to manually delete the Zimbra smtp server from Outgoing Servers, under Tools, Account Settings.
addexchangeaccount script- This is for adding an RU Connect account to the Mac Mail application. Since Mac Mail is an Exchage client, it will also set up Calendars and Contacts. It does not remove the old Zimbra account which will need to be done manually, under Internet Accounts located in System Preferences.

 Mac OS 10 tips PowerPoint slide show- http://sas-it.rutgers.edu/dmdocuments/mac/osx.zip

 You can find general information on purchasing at the Purchasingand RIASweb sites.  Your department probably has its own policy and procedure, so consult with someone internally on the purchasing process.  Many technology-related items can be purchased directly from other units with in Rutgers.  The findTech Connections websiteoffers numerous hardware, software and peripherals at aggressive pricing levels. Personal purchases at discounted prices are also available.

Printers: The University runs a bidding process for printer suppliers. SeeUniversityProcurement Servicesfor pricing. Please note these prices do not include shipping. Different shipping rates may change which vendor is most inexpensive overall.

The University Software Portalshould be the first place you look for software. Many titles are available for free or at discounted prices.

There are numerous external sources for equipment and software purchases. Ensure that you have exhausted your internal sources before looking outside the university. Your best price will likely be found internally.

	Base Cabinet and iMac	$5467.00
	Epson PowerLite 8350 Projector	$1185.00
	Labor	$775.00
	Shipping charges (will vary by location and whether or not there is an elevator in the building)	not to exceed $250.00
	Total (not including shipping):	$7427.00
	Optional Components:
	Qomo QD3900 Document Camera	$1255.00
	Samsung Blu Ray/DVD Drive	$90.00

Departments are responsible for mounting the projector and arranging to have electric outlets, network cables and data ports installed for the computer and projector. Currently installed projectors can be supported by the podium software developed by SAS-IT.

To order a podium, please submit a secure workorder.

Maintenance of Offsite and Personally Owned IT Equipment

Policy Statement: This policy outlines the standards for maintenance and support of university owned equipment that is portable or removed from university property and for personal equipment that is used for university business...

Read the full policy here.