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What is the issue?

Suggested solution(s)

"A workstation I brought home does not have administrative permissions and I am unable to install software or make changes to the computer."

• Please submit a support ticket via the Jira IST Account Rep form with the following information:

  • Software or application you are attempting to install

  • Workstation name

“My device is broken.”

• IST can contact you by phone and attempt to troubleshoot remotely.

• IST can provide recommendations for hardware replacements.

  • You can contact an electronics store (e.g. Best Buy, Canada Computers) where the device can be diagnosed further or replaced.

• For UW owned machines in Academic Support, please submit a support ticket via the Jira IST Account Rep form.

“My phone died, I can’t access DUO 2FA.”

• Use an alternate phone number if you already have one set up in DUO. You could also use a landline or tablet device.

• The IST Service Desk can give temporary bypass codes on a case-by-case basis.

I’m a new member at UWaterloo (employee or student) and am getting the following
"Error. You are not enrolled in DUO, Please contact IST services"

• enroll in DUO Two-factor Authentication

“My computer is slow.”

• Install antivirus software like Malwarebytes to run malware scans.

• Try restarting your computer.

• Identify how many programs are running on the computer and exit unnecessary programs.

• Identify if computer updates are needed.

“The search engine in my web browser looks different/was changed.”

• Install antivirus software like Malwarebytes to run malware scans. After scanning, manually delete the spam search engine.

“I can’t remote desktop to my computer.”

• Review our remote desktop articles:

  • Remote desktop from Windows to Windows

  • Remote desktop from Windows to Mac

  • Remote desktop from Mac to Windows

  • Remote desktop from Mac to Mac

• Contact your faculty service desk, IST Account Rep or IST Service Desk for remote desk help.

“I need to set up a microphone and video for Microsoft Teams while working remotely via VPN.”

• Check your settings in Microsoft Teams:

  • Click on your profile icon in the top right corner of Teams > Settings > Devices.

• For more resources, see the ‘Virtual meetings with Teams’ section of our 'Staying connected while working remotely' article.

• Contact your faculty service desk, IST Account Rep or IST Service Desk for remote desk help.

“My University corporate cell phone is not working.”

• Submit a ticket via the Jira Service request form for the issue. Telephone Services will troubleshoot remotely.

  • If a replacement phone is needed, the phone will be delivered to you. Replacement costs will be charged where applicable. IST can provide remote assistance with setting up the new device if needed.

“I forgot my voicemail password.” (OfficeLinx)

• Reset your voicemail password by connecting to VPN and going to: https://ts-officelinx3.private.uwaterloo.ca/uc/webclient/webclient.asp

• Telephone Services can reset vira Jira Service form if you are locked out, or if the request is for a generic/department phone.

• Consult the Voicemail User Guide

“How do I update my voicemail greeting?”

• Call 519-888-4966 to update your voicemail greeting.

  • Wait for Speech Attendant to respond, then press the # key.

  • Contact Telephone Services, ext. 36000 to confirm your voice mailbox is available and unlocked.

  • Consult the Voicemail User Guide

“I need a new laptop”

• Contact your IST Account Rep for assistance with ordering new equipment.
  Faculty account reps: https://uwaterloo.ca/faculty-computing-user-support-group/about/information-systems-and-technology-ist-faculty-account/
  Academic support account reps: https://uwaterloo.ca/academic-support-computing-representatives-group/about/computing-reps

“Does IST sell other equipment I need to work remotely?"

• W Store has printers, laptops, external drives, headsets, noise-cancelling headphones, cables, and much more available for purchase. Can't find what you're looking for on their website? Email wstore@lists.uwaterloo.ca for assistance.