Frequently Asked Questions

Make sure clearpass icon is open at the bottom right of your screen. If you are unable to locate it, open the program from the start menu. 

• Right-click on the network icon at the right corner of your toolbar
• Select "Open Network and Internet Settings"
• Select "Change Adaptor Options"
• Right-click on "Ethernet"
• Select "Properties"
• Select "Authentication"
• Select "Additional Settings"
• Select "Replace credentials" or "Save Credentials" 
• Enter your AUC email username and password
• Click "Ok" on all open windows till you reach "Ethernet"

This is a browser error. Either use a different browser or clear the cache of your browser as follows:

1. Open Chrome or Firefox
2. On new tab, for Chrome click Ctrl+H, for Firefox Ctrl+Shift+Delete
3. In the "clear browsing data" box, (choose "advanced" in the case of Chrome) and use the menu at the top to select the amount of data that you want to delete. Choose from the drop-down list "clear the following items from the past week". Check all the boxes including cookies and other site data, and cached images and files except media licenses and passwords (if you have any saved).
4. Click clear browsing data
5. Restart browser

If you receive the error "unauthorized access" upon login, please follow the below steps:

1.Clear the cache of your browser as follows:

• Open Chrome or Firefox
• On new tab, for Chrome click Ctrl+H, For Firefox Ctrl+Shift+Delete
• In the "Clear browsing data" box, (choose "Advanced" in the case of Chrome) and use the menu at the top to select the amount of data that you want to delete. Choose from the drop down list "clear the following items from the past week".
• Check all the boxes including Cookies and other site data, and Cached images and files except media licenses and Passwords (if you have any saved).
• Click Clear browsing data.

2. Restart browser

IBM® BigFix is a suite of products that provides a fast and intuitive solution for support and security management and allows organizations to run physical and virtual support sessions through a unified channel. Bigfix solution tasks include patch updates to windows, Mac OS, and software, system security management, remote desktop support, and software deployment.

BigFix collects security reports from managed computers that includes data related to Hardware, Running Operating system, Network connectivity and BigFix Client. You can find detailed information about retrieved data on the BigFix Retrieved Properties List.

The American University in Cairo respects your privacy, and BigFix does not collect any direct personal data (email, calendar events, contacts, personal files, etc.) from your laptop or desktop computer.

Yes, you can find available resources in the learning hub by visiting this link.

Yes, you can find available resources in the learning hub by visiting this link.

Click Ctrl+Alt+Delete and Lock. When you want to unlock your computer, just type in your password. On Windows, you can also press the Windows key and L for easy access.

A print queue is a list of all documents that are scheduled to be printed, and you will want to clear this if you no longer want to print all of the documents. To clear your print queue, simply locate your printer settings and right-click on the correct printer. You will then see a list of all documents, which you can then right-click and cancel.

• Press the Windows button+R
• Type:\\10.2.70.11
• Press ok
• In the generated window, type:

auc\username (your AUC email username) without @aucegypt.edu
Password (your AUC email password)

First, check the computer's power cord to make sure it is completely plugged into the wall socket. If you are using a plug strip, make sure it is completely plugged into the wall socket and that the power switch on the plug strip is turned on. Some plug strips also have a built-in circuit breaker which usually looks like a black or red button near the power switch. Press the button to reset it and see if that solves the problem.

There are many reasons why a computer may just stop working or "freeze". Most of the time there isn't much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to restart the computer.

Microsoft Internet Explorer users can go to 'Tools' (or the little cog icon in the top left), then go to 'Safety' and choose 'Delete browsing history', you can then choose to delete your Internet cookies. In Google Chrome, go to 'More Tools' and choose 'Clear browsing data.' Firefox users can go to 'History', then choose 'Clear recent history.'

Students, faculty, and staff can schedule an appointment with the IT desktop technical support representative to help in troubleshooting their personal laptop, desktop applications problems for both Windows and Mac IOS platforms. This service also helps in software installations including MS-Windows.
 

• Provide on-site analysis, identification, and resolution of difficult desktop problems for end-users including MS-Windows operating system and application installation.
• Test, evaluate, and assess new IT equipment to ensure the quality of products purchased by AUC.
• Inspect the new equipment to ensure that AUC received the right spec of purchased products from vendors.
• Support remote installation and give desktop technical support for remote users (limited now).
• Assist limitedly for hardware and technical support advice.
• Prepare reports regarding old IT equipment transferred to the AUC warehouse before re-distribution to the department for reuse when needed.

To create a VPN account, fill in this form and wait for a creation notification email to set up your account within two business days.

After receiving a VPN account creation notification email, activate your account by following the steps below:

1. Open www.forticlient.com and download the forticlient for your OS
2. Set the connection name as you want
3. Set VPN type to SSL VPN
4. Server address: aucvpn.aucegypt.edu  and the port: 8090
5. Use your email username (your email without @aucegypt.edu) and password as your initial credentials and login to have a successful connection

Yes, you can. All students are eligible to install Windows 10 education for free. You can get your free product activation key from the AUC software distribution Hub. Note that each student is allowed one product key, and it will be accessible digitally through AUC software distribution Hub for only 30 days. The product key itself does not expire, and you do not need to install Windows 10 education before the end of those 30 days; you need to write down, print, or save your product key in a safe location for later use.

 To get your Windows 10 education free product activation key, follow the below steps:

1.    Visit AUC Software Distribution Hub and sign in using your AUC email credentials

2.    Under the Student persona, choose the Microsoft tab, then press on the  Windows 10 Education icon

3.    Review description, system requirement, and eligibility, then proceed by clicking on the "Add to Cart" button

4.    On your shopping cart, press the “Check Out” button

5.    Read the user acceptance form, scroll to the bottom to enter your name and signature, and then press the "Accept" button. Note that you need to enter your name as it appears in the grey text below this field

6.    You'll be directed to an "Order Details" screen. On this screen, you will find the product key. Print it or take a screenshot, as this product key will be accessible digitally through AUC Software Distribution Hub for only 30 days

7.    To proceed with the installation, press the "Get Started" button, and a quick start guide with instructions on how to upgrade to Windows 10 Education will appear in a new tab

Yes, open an online ticket on IT Self-Service Portal to schedule an appointment with a technical support representative. You must bring your assigned product key during this appointment. It is very important to note that your product key will be accessible digitally through AUC Software Distribution Hub for only 30 days. The product key itself does not expire, and you do not need to install Windows 10 Education before the end of those 30 days; you need to write down, print, or save your Product Key in a safe location. Refer to the previous question for detailed steps on how to get the needed activation product key.

No, unfortunately, you can't. The product key itself does not expire, but it will be accessible digitally through AUC Software Distribution Hub for only 30 days.

All students are eligible to install Microsoft Office 365 for free.

1. Visit AUC OntheHub by clicking on this link. Sign in with your AUC email credentials.

2. From the Student tab, choose Office 365 icon.

3. Review description, system requirement and eligibility before applying purchase. Click on add to the cart button.

4. It will prompt you with other options that you can add within your cart; you can remove if you don't wish to do that and proceed.  

5. An email will be sent to you confirming your subscription, and you can click on the invoice link where you can save or print as a confirmation of your subscription.

 Yes, by following these simple steps.

1. Visit AUC OntheHub by clicking on this link. Sign in with your AUC email credentials.

2. From the Faculty/Staff Tab choose Office 365 icon

3. Review description, system requirement, and eligibility before applying purchase. Click on add to Cart button.

4. It will prompt you with other options that you can add within your cart; you can remove if you don't wish to do that and proceed.  

5. An email will be sent to you confirming your subscription, and you can click on the invoice link where you can save or print as a confirmation to your subscription.

Visit teams.microsoft.com, you will be prompted to enter your AUC credentials. Your office365 cloud portal appears. Open Microsoft Teams, and click on the download desktop app icon in the left navigation pane. This will download the app to your computer, and you can install and activate it on your desktop.  

For faculty instructions, click here.
For students’ instructions, click here.

A team is a collection of people, conversations, files, and tools—all in one place. A channel is a discussion in a team, dedicated to a department, project, or topic. Click teams and select a team. Pick a channel to explore the conversations, files, and other tabs. 

Click here for a video tutorial

To start a conversation with the whole team, click teams, pick a team and channel, write your message, and click send. If you need to make a conversation with a person or group, click a new chat, type the name of the person or group in the “to” field, write your message, and click send. 

Click meet now under the area where you type a message to start a meeting in a channel. If you click reply, then meet now, the meeting is based on that conversation. Enter a name for the meeting, then start inviting people. 

 

Click here for a video tutorial

 Click a video call or audio call to call someone from a chat. To dial a number, click calls on the left and enter a phone number. View your call history and voicemail in the same area. 
 

Click attach under the box where you type messages, select the file location and then the file you want. Depending on the location of the file, you will get options for uploading a copy, sharing a link, or other ways to share. 

Click here for a video tutorial

 You can click files on the left to see all files shared across all of your teams. You can also click files at the top of a channel to see all files shared on that channel. Click “more options” next to a file to see what you can do with it. In a channel, you can instantly turn a file into a tab at the top for quicker access. 

1.   Select teams. Then go to the team on your team list.
2. Select more options. Then add member.

3. Enter the guest's email address. Anyone with a business or consumer email accounts, such as Outlook, Gmail, or others, can join your team as a guest.
4. Add your guest's name.
5. Click add.

Yes, find below the available Microsoft Teams videos classified by topic.

Quick Start
Intro to Microsoft Teams
Set up and customize your team 
Collaborate in teams and channels 
Work with posts and messages 
Upload and find files 
Start chats and calls 
Manage meetings 
Set up and attend live events 
Explore apps and tools
Manage team schedules with Shifts
Manage your activity feed
Teams on the go

For Students: Please follow the instructions below to activate your visual studio account:
1. Activate your Office 365 account from On the hub, by following the steps provided in this link: https://www.aucegypt.edu/digital-innovation/remote-operations#microsoftoffice

2. Once your account is successfully activated, please click on this link aka.ms/devtoolsforteaching.to download Visual Studio from Microsoft Azure Dev Tools for Teaching.
___
For Staff/Faculty to access Visual Studio Enterprise, please post an IT Service Request on the IT portal itsupport.aucegypt.edu and choose the PC/Laptop Software Category

1. Open any browser and type in https://zoom.us./

2. If you have a meeting ID, you will choose "join a meeting" to connect a meeting in progress

3. Click "sign-in" to configure your account

4. Click on "sign in with Google"

5. You will be directed to enter

 1. Sign in first as mentioned above 
2. Choose "my account" from the upper right side of the page
3. Select "meetings" from the left column under personal
4. Click on "schedule a new meeting"

5. Topic: type in the title of the meeting
6. When: choose the date and the time of the invitation
7. Duration: choose how many hours the meeting will be held
8. Fill up all the data as per the below screenshots then click on "save"

9. The meeting invitation will appear as shown below: 

10. Go to "invite attendees" then select copy meeting invitation as per the below screenshots and send it via email to the meeting attendees

The invitation to a zoom meeting will be as follows:

Topic: Meeting

Time: May 9, 2017, 2:00 pm, Cairo 

Join from PC, MAC, Linux, IOS or Android at this link 

Meeting ID: 123 456 789 

Or iPhone one-tap (US Toll): +14086380968, 123456789# or +16465588656, 123456789#

Or telephone: Dial +1 408 638 0968 (US Toll) or +1 646 558 8656 (US Toll)

Zoom International Dial-in Numbers can be found at this link.

Or an H.323/SIP room system:

H.323:

162.255.37.11 (US West)

162.255.36.11 (US East)

221.122.88.195 (China)

115.114.131.7 (India)

213.19.144.110 (EMEA)

202.177.207.158 (Australia) 

209.9.211.110 (Hong Kong)

SIP:123456789@zoomcrc.com

If you are using a desktop or laptop:

1. Open the invitation email and click on the first provided link in the invitation e-mail:

 Zoom webpage will open in a new tab in your browser.

2. For first time access to zoom application, select launch application/download here or select run/save at the bottom of the page

3. Open Zoom icon

4. Click on join a meeting

5. Type down the meeting ID as seen below

6. Then type in your name in the "Enter your name" field

7. Select "remember my name for the future meeting" to save your name for all upcoming meetings

8. To invite more people to join by email, use the "invite" icon or send them an SMS with the meeting ID number

If you are using Android/iPhone/Tablet/iPad:

1. Download the "Zoom Cloud Meetings" application from Apple App Store or Google Play Store

2. To join a meeting, you can either select "join a meeting" and then enter the meeting ID number or you can directly click on the URL sent to you via email

3. To invite more people to join, click on the "Participants" icon on the bottom then click invite. You can invite via SMS or by copying the URL

Yes, find below the available Zoom Youtube videos classified by topic. Click on the links below to watch these videos.

• Join a Meeting

• Schedule a Meeting using Zoom

• Schedule Meetings with Google Calendar

• Recording a Zoom Meeting

• Sharing Your Screen

• Sharing Multiple Screen Simultaneously

• Sign in to your Zoom account on the web browser by following the below instructions:

1. Go to  zoom.us
2. Click on the “Sign In” button located on the top right corner
3. Choose the “sign in with Google” option
4. Enter your AUC email credentials
5. And You are in!

• Select the “Recordings” category on the left. Under the “Cloud Recordings” tab at the top, you will have a list of the recordings you saved to the cloud. Click on the “More” button next to the item you wish to download. 
• 3. From the available options, select the “Download” option to start downloading your all recordings related to the selected topic.
  
• You can also export a list of cloud recordings or export a CSV of viewing analytics.

• Sign in to your Zoom account on the web browser by following the below instructions:

1. Go to  zoom.us
2. Click on the “Sign In” button located on the top right corner
3. Choose the “sign in with Google” option
4. Enter your AUC email credentials
5. And You are in!

• Select the “Recordings” category on the left. Under the “Cloud Recordings” tab at the top, you will have a list of the recordings you saved to the cloud. On this list, choose the items you wish to delete.
  
• Press the “Delete Selected” button to proceed
  

Yes, if you want to work on any of the machines on campus’ computer labs, all you need to do is to download the RealVNC Software from here and refer to your course instructor/TA or Lab administrator to receive an invitation to create a RealVNC account. RealVNC software works across all devices and operating systems including Windows, macOS, iOS, Android, and Linux ensuring a secure and reliable remote desktop connection.

• Architecture Engineering Lab
• Computer Science Engineering Lab
• Construction Engineering Lab
• Electronic Engineering Computer Lab
• GAPP labs
• Jameel Building Computer Lab
• Mechanical Engineering Lab
• Petroleum Engineering Lab
• Physics Lab
• Psychology labs
• PVA labs
• UACT labs

The above list will be updated once new locations are available

1. Install or run VNC Viewer and sign in using your RealVNC account credentials. You should see the remote computer appear in AUC team

2. Click or tap to connect. You are prompted to authenticate to VNC Server. 

3. Enter the username and password that you will receive from the Lab supervisor.

• Download the new mobile app for Android or iOS.
• Download the new standalone desktop app if you have been using the classic Hangouts Chrome extension or app. You can access the desktop app from a prompt that appears on chat.google.com
• On February 7, 2021, refresh your Gmail to get the new Chat in Gmail experience

You can continue recent conversations from classic Hangouts in Google Chat. Over time, older conversations from classic Hangouts will also migrate to Google Chat. All previous chat history from classic Hangouts will be accessible in Gmail.

• Google Voice and Google Fi are not available through Chat. If you already have a Google Voice account, you can either access Google Voice, select Voice from the App launcher, or by downloading the Google Voice app (Android, iOS)
• Google Fi users must use the default SMS app on their mobile device to send and receive SMS messages. If you start rooms in Chat with the option for threaded conversations, these rooms will not appear to people who still use classic Hangouts.

• For more information about the new Chat, go to the Google Workspace Learning Center
• The AUC Help Desk is ready to answer your questions by phone on Ext. 02-2615-1200 for any additional assist

Fill in the following Announcement Request Form with your announcement and the group of students you wish to target. 

• All announcements need to be submitted from a departmental email account
• Announcements can be targeted based on any data element captured on the Banner Information System
• The submitter receives an email confirmation (same day) as soon as the announcement is processed
• For any amendments or special requests after submission, email onliness@aucegypt.edu

Send an email to CTMS@aucegypt.edu with your requirements with 48 hours prior to your event time, along with venue, date, time, and exact needs.

Pass by the Library building G029 and borrow a video camera or a power shot camera with your ID, as we do not provide video or standstill pictures shooting. Note that this depends on the availability as the borrowing policy is FCFS.

Send an email to CTMS@aucegypt.edu with your requirements, along with venue, date, time, mentioning if this streaming is internal among the AUC campuses only, or it is external, and if so, specify if streaming will be on AUC website, Facebook or YouTube.

Yes, of course, our staff are on-site with at least 30 minutes before the event time.

Yes, this can be done, but your department has to carry out the transportation and overtime for the working staff. The transportation fees need to be paid at the Library building room G029, at least one day prior to the event date.