help

Limited Troubleshooting Support for Personal Devices

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This document outlines how the help desk should handle issues regarding supporting personal hardware.

All support tickets for personal hardware will need to be created and supported by the help desk. Limited support will be provided by completing basic troubleshooting and diagnostics.

This includes:

  • Laptops and Desktops
  • iMacs and MacBooks
  • Docking Stations, Monitors, and Peripherals
  • Mobile phones and Tablets

Note

The help desk should communicate directly to the users that limited support can be provided for personally owned devices, the Help Desk will assist by providing the below troubleshooting steps. Escalation of the request to Computing Services can be performed. If additional support is needed Computing Services will direct the user to contact their hardware manufacturer for additional support directly if needed.

The following basic troubleshooting steps can and should be performed when any of the above hardware is having issues:

  • The device should be power cycled and/or rebooted to ensure all device resources have been refreshed.
  • If the machine or device is frozen locate and hold the power button for a minimum of 60 seconds until the device has powered down and then have the user power on the device and attempt to use the equipment.
  • The help desk can check and confirm if any updates have recently been loaded on the workstation that may be pending a machine reboot to complete the installation.

The following should not be performed on any personal machines:

  • Upgrading or downgrading of any Microsoft or Apple operating system.
  • Removing and/or reinstalling any licensed software such as but not limited to Microsoft Office, Microsoft Visio, Microsoft Project, Adobe Creative Cloud, etc.
  • Other software such as antivirus, games, or manufacturer-issued diagnostic utilities.

Regarding the troubleshooting of issues related to personal docking stations, monitors, peripherals, mobile phones and tablets. The basic functions of unplugging the power cable and/or power cycling the equipment will be the acceptable troubleshooting necessary.

We do not want to perform any updates for devices operating systems such as mobile phones or tablets. The steps involved in completing these kinds of updates require a more extensive timeframe to be available to successfully be completed.

If you have any questions or require additional information, please contact the FDU Director of Computing Services Peter Mannarino via email p.mannarino@fdu.edu


Vendor Support Contact Links

Apple

Dell

HP

Microsoft

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Webcampus

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New Blackboard Base Navigation Interface

For Faculty

For Students

Logging into Webcampus

  1. Login to Webcampus using your FDU NetID credentials

Login to Webcampus

  1. Check your courses under the “My Courses” module
  2. Select the class you wish to view the content
  3. You will be taken to your course announcements page with links to other portions of your class

Blackboard Documentation

Blackboard Learn for Instructors Documentation

Additional WebCampus Resources for Faculty

A SharePoint library containing a series of MS Word tutorials intended to provide new and existing faculty with some basic guidance on using WebCampus to administer an online course.

WebCampus Tutorials for Faculty

  • Anyone with the link who is an FDU Faculty member and can sign on to Office 365 should be able to view these files.
  • Files are arranged in a logical sequence from “top to bottom”, but faculty can browse the “Description” column to locate documents that address specific needs.
  • Screenshots of “sample” Blackboard materials as well as links to a selection of supplemental videos and other resources from Blackboard’s Help site are included.

Video Tutorial Links


Supported Hardware

Minimum hardware and software requirements:

MinimumRecommended
Operating SystemWindows 7 or higher
Mac OSX 10.8 or higher
Windows 10
Mac OS 10.12
Processor1 GHz processor2 GHz or faster processor
Memory512 MB of RAM2 GB of RAM or higher
Monitor Resolution1024 x 7681024 x 768 or higher
Free Hard Disk Space5 GB of free disk space20 GB or higher of free space
Internet ConnectionDSL or Broadband (high-speed) Internet connection with a consistent minimum speed of 2 MbpsBroadband (high-speed) Internet connection with a speed of 4 Mbps or higher
JavaJava may be necessary to use Blackboard

Supported Browsers

Supported Browsers for Webcampus

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