IT Issue Tracking

ID: 2016-01 WiFi Infrastructure

1. Ticket ID: [2016-01]
2. Ticket Date: [01/01/2016]
3. Current Status: [Work in progress]
4. Issue Description:
   • Who: []
   • Where: [GER 2^nd floor]
   • When: []
   • What: [slow WiFi, instable WiFi, dropped connections]
5. Tracking
   • Assigned to: Kurt Schelin <schelin@usc.edu>
   • Diagnosis
     1. Aging WiFi access points
     2. USC WiFi bandwidth limitation
     3. Bottleneck effect due to adjacent classroom
   • Action Steps
     1. A USC ITS ticket on the aging access points had been setup.
     2. GERO 2^nd floor WiFi access points had been updated.
     3. Mapping of WiFi weak spot in GERO.
     4. More aging WiFi access points will be upgraded by the USC ITS.
     5. Both the USC Secure and Guest WiFi networks are still prone to the bottleneck effect due to the limitations of the university IT infrastructure. A large scale upgrade of the USC IT infrastructure is in the planning by the USC ITS.
6. Feedback / follow-up
   • [Pending]

ID: 2016-02 Networked printer problem

1. Ticket ID: 2016-02
2. Ticket Date: 03/01/2016
3. Current Status: [Resolved]
4. Issue Description:
   • Who: []
   • Where: [Printers: 146, 128, 129, 130 and 47]
   • When: []
   • What: [printing junk material]
5. Tracking
   • Assigned to: Kurt Schelin <schelin@usc.edu>
   • Diagnosis
     1. Networked printer virus infection.
   • Action Steps
     1. An USC ITS ticket has been set up to resolved the networked printer problem.
     2. As temporary measure, timers were installed on 2 networked printers to prevent after hour printing of junk materials.
     3. Please contact GERO ITS if you need timers to prevent after-hour printing.
6. Feedback / follow-up
   • [New IP Address 10.102.24.16 only those connected to secure wireless, USC wired or VPN can access and print to printers now.]

ID: 2016-03 Media projection PC compatibility

1. Ticket ID: 2016-03
2. Ticket Date: 03/01/2016
3. Current Status: [Work in progress]
4. Issue Description:
   • Who: []
   • Where: [GER124, 116, 224, …]
   • When: []
   • What: [PC compatible media projection]
5. Tracking
   • Assigned to: Kurt Schelin <schelin@usc.edu>
   • Diagnosis
     1. Mac/PC incompatibility.
     2. Microsoft Office format incompatibility.
   • Action Steps
     1. PC-compatible media receiver will be installed in GER124, 116, 224. Upgrade in progress: quoted.
     2. To identify additional classrooms, conference rooms, and offices that need media receiver upgrade.
     3. GERO ITS will make available to the faculty necessary (long) cables and adaptors as alternatives to wireless projection.
     4. GERO ITS will assist faculty to acquire equipment suited for their specific needs.
6. Feedback / follow-up
   • [Pending]

ID: 2016-04 Office 365

1. Ticket ID: 2016-04
2. Ticket Date: 03/01/2016
3. Current Status: [Closed]
4. Issue Description:
   • Who: []
   • Where: []
   • When: []
   • What: [Office 365 lagging / freezing problem]
5. Tracking
   • Assigned to: Kurt Schelin <schelin@usc.edu>
   • Diagnosis:
     1. Not reproducible.
     2. Lagging and freezing due to limited network connection.
   • Action Steps
     1. We recommend faculty and students to use the offline version of the Office 365 to avoid potential freezing problem. The offline Office 365 is free for all faculty and students with a NetID account: Microsoft Office for Faculty and Staff, https://itservices.usc.edu/officefacstaff/; Microsoft Office for Students, https://itservices.usc.edu/officestudents/
6. Feedback / follow-up
   • [Pending]

ID: 2016-05 WiFi instability on the 3^rd floor

1. Ticket ID: 2016-05
2. Ticket Date: 05/06/2016 Update 10/28/16
3. Current Status: [Open]
4. Issue Description:
   • Who: [Min Wei]
   • Where: [GER 3^rd floor]
   • When: [05/06/16]
   • What: [GERO WiFi outage, USC Secure and Guest WiFi instable]
5. Tracking
   • Assigned to: [University]
   • Diagnosis: [Campus wide connectivity failure that is being investigated]
   • Action Steps: [University ITS looking into resolving the issue to prevent further connection drops]
6. Feedback / follow-up
   • [Pending]

ID: 2016-06 10.102 based printers down

1. Ticket ID: 2016-06
2. Ticket Date: 07/08/2016
3. Current Status: [Open]
4. Issue Description:
   • Who: [Kurt Schelin]
   • Where: [GER]
   • When: [07/08/16]
   • What: [GERO 10.102 Printers down]
5. Tracking
   • Assigned to: [ITS]
   • Diagnosis: [pending]
   • Action Steps: [pending]
6. Feedback / follow-up
   • [Pending]