We should be leaving the files in place because: 1) Possessing the files isn’t technically illegal, but the sharing of them is and 2) They often are flagged because they shared a file with others that they had legitimate ownership of, so they technically are legally entitled to the file. Of course, violators will often delete the files themselves, but we don’t need to if they haven’t. Merely delete the P2P software, close P2P exceptions in the firewall, and download or update/run a full antivirus scan to detect and remove any virus/adware/spyware.
DMCA tickets for csu-eid will be automatically generated via email sent from NOC staff.
1. Click the ticket number to view ticket information.
2. Click the Ticket Details tab and find the student\client name in the Request Detail section of the ticket. The ticket should already be assigned a client by NOC.
3. Change the Request Type to Computer Repair.
4. Choose DMCA Check-In as the sub-request type.
5. The ticket will be re-assigned to the Computer Repair Tech Group.
6. Scroll down to the Custom Field area and enter the Case Number
7. Choose the Computer Type and Make. If not listed, enter the computer manufacturer in the Make (Other) text field.
8. Populate the following text fields with the information requested: Model, Serial\Service Tag No., Operating System\Version, Operating System Username and Operating System Password.
9. Enter your Helpdesk\CDC Staff Initials. (Required)
10. Status of the ticket should remain “Open”
11. Click “Save” to save the ticket to the Repair Center group queue.
1. Uninstall all peer to peer file sharing software/applications. Do not remove the file.
2. Remove all entries/exceptions of the peer to peer file sharing software/applications in the security software/firewall
3. Reboot computer then update all Malware software (Anti-Virus, Spyware and Adware software) and run a full system scan
4. Once the scan is completed assess the DMCA violation level and charge accordingly using the Parts and Billing field in the ticket.
.
First Offense DMCA violation Level-1, Charge $45.00
Second Offense DMCA violation Level-2, Charge $100.00
The Part No. to search is "CRC-DMCA". Click "Morgan Library" in the "Inventory" field to populate the cost.
5. After completing/processing of the csu-eid originated DMCA, the CDC personnel will need to Save and Email the ticket to acns_dmca@mail.colostate.edu, (Keith and Brian) so it can be cleared by the NOC.
Housing recently updated their Track-it Ticketing System that is used to document DMCAs. There are now two systems that tickets may be located in. If a DMCA ticket was submitted after 12/14 or has a housing work order number of 22023 or above then you will log into the updated Track-it system here:
http://scortrackit-r2.hfs.colostate.edu/TrackItWeb/Application/Main
If a DMCA ticket was submitted before 12/14 or has a housing work order number of 22022 or below then you will log into the old Track-it system here:
http://scortrackit.hfs.colostate.edu/TrackItWeb/Application/Main
We access both of these systems using the same username and password.
DMCA tickets will be automatically generated via email sent from Housing Technical Services staff.
1. Click the ticket number to view ticket information.
2. Click the Ticket Details tab and find the student\client name in the Request Detail section of the ticket. At this point the client is assigned as the Housing Tech who sent the DMCA.
3. Click the Client Info tab and then click the Unassign Client button so we can switch the client to the student.
4. Enter the student\client last name in the Last Name field and click Search.
5. Click the client name in the search results to assign the client to the ticket.
6. Click the Ticket Details tab
7. Choose DMCA as the sub-request type.
8. Save and close the ticket so that it is searchable when the client comes in.
9. When the client comes in, search for the ticket in TechDesk. The ticket will be re-assigned to the Computer Repair / DMCA Check-in
10. Scroll down to the Custom Field area and enter the Housing Work Order # (Required)
11. Choose the Computer Type and Make. If not listed, enter the computer manufacturer in the Make (Other) text field.
12. Populate the following text fields with the information requested: Model, Serial\Service Tag No., Operating System\Version, Operating System Username and Operating System Password.
13. Enter your Helpdesk\CDC Staff Initials. (Required)
14. Status of the ticket should remain “Open”
15. Click “Save” to save the ticket to the Repair Center group queue.
1. Uninstall all peer to peer file sharing software/applications. Do not remove the file.
2. Remove all entries/exceptions of the peer to peer file sharing software/applications in the security software/firewall.
3. Reboot computer then update all Malware software (Anti-Virus, Spyware and Adware software) and run a full system scan.
4. Once the scan is completed assess the DMCA violation level and charge accordingly using the Parts and Billing field in the ticket.
.
First Offense DMCA violation Level-1, Charge $45.00
Second Offense DMCA violation Level-2, Charge $100.00
The Part No. to search is "CRC-DMCA". Click "Morgan Library" in the "Inventory" field to populate the cost.
5. After completing/processing of the DMCA, the CDC personnel will need to clear the computer for the Housing network release.
6. Sign-in to the HDS Track-it Ticketing System. There are two different Track-it Systems you can log into. Please refer to the box at the top of this page to find the right URL to log into.
7. Once your signed in search the for the case by Work Order number which will be in the Housing DMCA notification E-Mail under the subject field.
8. Once you’ve clicked on the search icon, Track-It will bring up the Work Order. Put a note in the Note field to the effect that the DMCA has been cleared by the CDC and your name. Click "Add Note" and then click "Save" in the top left corner. You can now back out of the ticket.
If for any reason you are not able to access or find the ticket in the Housing Ticketing system call Housing and Dining Technology Services. The main person that handles the DMCA tickets there is Jason Franikowski.
9. Place a Network Reconnection Notice Sticker on the computer. That sticker will set some expectations on how long it will take for the computer to be allowed back on the housing network and it also provides Housing and Dining Technology Services number in case the user has any questions.
10. Now that the DMCA has fully been processed the Triage personnel can contact the customer and inform them that their computer is done and ready for pickup. They can pay by visa/mastercard or student account. Print two copies of the invoice using the pdf icon in the upper left in the "Parts and Billing" screen - one for them to sign and the other to keep.
When contacting the customer the Housing time frame to release the network hold can take up to 24hours (once the data has been entered into Track-It data base)
Storing the pending and completed computers are to put in the black two door cabinet in the Computer Triage Center. Helpdesk Staff as a whole need to make sure it’s locked up every night with the key and lock as well as with the Hasp Safety Latch with a Combination Lock.
Computer Check/Payment process will be the same as before as if it was checked into the Repair Center.
If we receive a computer with a DMCA violation and it is running Linux we still need to go through our normal DMCA process on the computer. That entails removing the torrenting software, resetting the firewall, updating or installing an AV program, and running a full AV scan.
You can follow the DMCA guide posted here for information about how to handle the housing and CDC tickets. The steps below are about how to clear a Linux computer with a DMCA.
Here is a list of popular BitTorrent Clients for Linux. These are the programs you should be looking for:
There is a more complete list on the Arch Linux wiki here.
Depending on the Linux distribution there are different ways to see what programs are installed. If you open up a terminal and type the following command you will be able to see what distribution the computer is running:
lsb_release -a
Different distributions of Linux are going to use different package managers. A package manager is a program that automates the process of updating, installing, configuring, and uninstalling programs. We will use the package manager to see if a torrenting program is installed, remove it, and install an AV program. All of the following instructions are going to be based on Ubuntu but the commands for other distributions will be listed at the bottom.
The first thing to do is to see what packages are installed. Use this command in Ubuntu 14.04 and above to see all installed packages:
apt list --installed
Most likely a ton of packages are going to be installed. You can search for specific packages by using the grep command. To see if Transmission is installed you would enter this:
apt list --installed | grep transmission
To remove the installed torrenting software you would enter (replace package_name with the name of the package you wish to uninstall):
apt-get autoremove package_name
To install ClamAV for Ubuntu you would use the command:
apt-get install clamav
Once that finishes update the definitions by entering:
freshclam
Then run a full scan using this command:
clamscan -r --remove -i /
Then just follow the rest of the process in the DMCA process guides.
Note: packages may have different names depending on the distribution.
Other package managers with commands listed.
apt - Debian, Ubuntu, Mint
apt list --installed
apt-get autoremove package_name
apt-get install clamav
pacman - Arch Linux
pacman -Q
pacman -Rs package_name
pacman -S clamav
yum - Fedora (older versions), CentOS
yum list installed
yum remove package_name
yum install clamav
dnf - Fedora (newer versions)
dnf list installed
dnf remove package_name
dnf install clamav
zypper - openSUSE
​zypper search --installed-only
zypper remove package_name
zypper install clamav
After clamAV is installed the freshclam and clamscan commands will work on any distribution.
