We are supporting COB users with issues using Remote Desktop Connection to access eLab.
Before the student can connect to the eLab, if they're off-campus they'll need to set up and connect to the GlobalProtect client.
The Remote Desktop Connection settings are:
Computer: elab.business.colostate.edu
User name: colostate\eName
Password: eID password
If they are having issues connecting make sure it is not an eID issue. Have them try to log in at eid.colostate.edu and make sure they haven't just changed their password. If they are unable to log into eLab using the colostate domain you can try to have them log in using the business domain. Here are the settings for that:
Computer: elab.business.colostate.edu
User name: business\business_username
Password: business_password
The business username will be their firstname.middleinitial.lastname followed by the last two digits of the year they enrolled in the College of Business. For example Jason.P.Elflein16. If I started taking COB classes in 2016.
The default business password is the user'sbrithday as MMDDYY!Biz . So if I was born on December 8th 1999 my default password would be 120899!Biz . User's can change their business passwords here.
Make sure that a networking issue is not causing problems connecting to eLab. Be sure that the user is using a fully up to date computer and Remote Desktop Connection software.
2. Set the Request Type to Help Desk - Refer to Other. Full out this form and put it as the request detail of the ticket:
UGSupport- LAST,FIRST
Contact Info:
eName:
Status: Pending
Issue:
Escalation: COB
Staff Members:
3. Check the CC box at the bottom of the ticket and then enter help@business.colostate.edu in the cc field.
4. Click "Save and Email" to email the COB helpdesk, then put a note in the ticket stating that the ticket was escalated to COB IT staff and then close the ticket.
eLab will require you to use Microsoft's Remote Desktop Connection application in order to connect. If the Chromebook is new enough and is able to download applications from the Google Play store then you can download Microsoft Remote Desktop Connection from here:
https://play.google.com/store/apps/details?id=com.microsoft.rdc.android&hl=en
After that the set up should be very similar to a Mac or PC.
Here is a list of Chromebooks that support running apps from the Google Play Store:
https://sites.google.com/a/chromium.org/dev/chromium-os/chrome-os-systems-supporting-android-apps
TheChromebooks must also be running Chrome OS version 53 or higher.
This is a list of Remote Desktop Connection issues that we have seen and solutions to the problems.
If we receive a call from some who is getting this message when they try to connect to eLab:
“The remote session has been disconnected because the remote desktop client access license stored on this computer has been modified.”
We can refer them to these pages:
https://support.microsoft.com/en-us/kb/187614
The first page contains a download button for a fix it tool made by Microsoft. Unfortunately that button no longer works so the user must manually do the registry edit. We should not be editing the registry for users but provide them with those links and let them know that we are looking into this issue. COB IT staff recently made some changes that will hopefully reduce the number of occurrences of this issue. If this issue comes up again while the user is trying to connect to the COB eLab let Jason or Keith know.
This can be caused by a few different things. Look at the application log in Event Viewer and see what the faulting module is. If it is ntdll.dll then it could be a couple of things. Try disabling printing on the RDC connection or try removing or updating printer drivers on the local computer. If the computer has HP SimplePass that may also cause the crashing issue. Try removing that and see if RDC works.
If the faulting module in Event Viewer is vorbis.acm try disabling audio on the RDC connection and see if the crashing continues.
Many college IT departments have site licenses for Qualtrics but DoIT does not have any licenses or software for distribution. If we receive any calls about Qualtrics we should redirect the user to the appropriate IT helpdesk. Most of the time the users are from the College of Health and Human Sciences. Information about their license can be found here. Other colleges have licenses but they are not well advertised. These include the Psychology Department, College of Business, and College of Agricultural Sciences. If users are unsure if their departments has licenses redirect them to their local IT helpdesk.
Qualtrics is survey software available to all CSU faculty and students (means they must have an active eID to use). Staff/Students can access the service at: https://colostate.qualtrics.com/
We troubleshoot:
1. Browser - try multiple browsers
2. eID - make sure their eID credentials are accurate
3. Security - if they are accessing the site from off-campus, make sure DUO is set up and they have installed/ using pulse secure/secure.colostate.edu properly.
If we have checked everything and they cannot access their Qualtric account: have the client email Mark Paquette, our brand administrator, to check out their account.
Email: m.paquette@colostate.edu
MECH 105 students can download MathCAD Prime 3.1 for $35 using the instructions here.
We are often asked about where users can download and get help with SPSS. ACNS does not offer SPSS for free but some departments on campus do.The College of Health and Human Sciences offers one free personal license to all faculty, staff, and students. Users will need to contact the CHHS Help Desk to obtain the software.
Personal Licenses for SPSS are sold by RamTech for $45.
Most departmental computer labs have SPSS installed by default.
If users need help with SPSS, SAS, or R they can call 491-6568 or go to Room 219 in the Statistics Building. Hours vary based on semester so it is best to call first. The service is generally provided for free to all CSU faculty, staff and graduate students. This information was found here.
R, the statistics program, is commonly asked about. It is available for free for everyone from here.
SAS is available from RamTech for $95.
If users need help with SPSS, SAS, or R they can call 491-6568 or go to Room 219 in the Statistics Building. Hours vary based on semester so it is best to call first. The service is generally provided for free to all CSU faculty, staff and graduate students. This information was found here.
arcGIS is sold by RamTech for $32 per license. That information is not on the RamTech site but it is on the GIS site here.
