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Device troubleshooting (phone, laptop, etc.)
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." | |
“My device is broken.” | IST can contact you by phone and attempt to troubleshoot remotely. IST can provide recommendations for hardware replacements. For UW owned machines in Academic Support, please submit a support ticket via the Jira IST Account Rep form.
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“My phone died, I can’t access DUO 2FA.” | |
“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.
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“The search engine in my web browser looks different/was changed.” | |
“I can’t remote desktop to my computer.” | |
“I need to set up a microphone and video for Microsoft Teams while working remotely via VPN.” | |
“My University corporate cell phone is not working.” | |
“I forgot my voicemail password.” (OfficeLinx) | |
“How do I update my voicemail greeting?” | |
“I need a new laptop” | |
“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.
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File recovery
What is the issue? | Suggested solution(s) |
“I deleted important files, how do I get them back?” | If the files are saved on a local drive, use PhotoRec to restore to a previous version. If the files are on OneDrive, retrieve the files in OneDrive’s second-stage recycle bin.
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“How do I restore a previous version of a file?” | |
“How do I recover a deleted file on a network drive (R: drive, Documents)?” | |
Account Access
What is the issue? | Suggested solution(s) |
“I can’t sign into my Outlook/Email account.” | |
“I forgot my WatIAM username.” | |
“I forgot my WatIAM password.” | |
What is the issue? | Suggested solution(s) |
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"I need to access the ITMS studio in EC5 to record audio/video." | |
“I need to borrow A/V equipment from ITMS in MC.” | ITMS A/V equipment loans capacity at this time is restricted but may be able to provide some support. Please contact event.support@uwaterloo.ca for details. Please also refer to IST-ITMS Equipment Loans You can purchase your own personal A/V equipment at a retailer (e.g. Best Buy, Canada Computers, Amazon).
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Building access (fobs)
What is the issue? | Suggested solution(s) |
“I need a new building fob/I need to replace my building fob.” | If you have an existing fob, IST will cancel the existing fob access. If you require urgent access to a secure area, contact UW Police to arrange access. To request a new fob, submit a request to Network Services and include: The number of fobs required. The account number for billing. Name of the person for each fob being programmed. The name of the person picking up the fobs. A list of doors the person needs access to; include approvals for door access if required Once the fobs are ready, IST will notify the requestor to go to UW Police during business hours for pickup. The requestor must bring photo ID in order to pick up the fobs.
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