digital-innovation

FREQUENTLY ASKED QUESTIONS

IT Help Desk

  • 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

Blackboard

Desktop Technical Support

  • 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.

VPN Account Creation

  • 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

Microsoft Windows 

  • 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

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

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

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

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    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

     

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    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

     

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    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

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  • 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.

Microsoft Office

  • 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.

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

    onthehubstudent1

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

    onthehubstudent2

    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.

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

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

    onthehubstudent4

    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.

Microsoft Teams

Visual Studio

Zoom Video Conferencing 

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

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    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

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    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"

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    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"

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    9. The meeting invitation will appear as shown below: 

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

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  • 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:

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     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

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    3. Open Zoom icon

    4. Click on join a meeting

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    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

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

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

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

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    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

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    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

Remote Access to Campus Computer Labs

  • 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
    RealVNC

    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.

Google Chat

    • 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

     

     

Targeted Announcements

Meeting Rooms and Lecture Halls

Assistive Technology 

How can I find help if I need assistive technology services?

You can reach us by email at Assist.tech@aucegypt.edu.

Or pay us at a visit at the following locations:

a. Room P145, Prince Alwaleed Bin Talal Bin Abdulaziz Alsaud Hall (HUSS Building), Ahmed Abdel Tawab.

b. Room P003, AUC Library, Fatma Moussa.

What do I need to be able to use assistive technology services?

You need to be an affiliated AUC member (undergraduate student, graduate student, faculty, or staff) with an active AUC email.

What exactly does the assistive technology services offer?

Assistive technology services offer many services for students with different abilities.

  • Academic documents’ delivery services including:
    • Optical Character Recognition (OCR) document scanning in both English and Arabic formats
    • PDF files conversion to Word or Braille file formats
  • Braille printing services
  • Screen Reading Services
  • In-class note-taking device rental services
  • One-to-one or focus groups training services

For a complete list of assistive technology software and hardware, click here. 

During campus closure, can I still obtain the same level of service?

All services mentioned in the previous question remain except for Braille printing services.

I need access to reading materials from the AUC library during campus closure. What should I do?

For library operations during campus closure, check the library's website here. 

To access online books though bookshare.org, contact the Center for Student Well-Being.

I have a chapter of a book that I need to convert to a word file. What should I do?

Post a service request on IT support portal or email assist.tech@aucegypt.edu.

I am not able to follow up in class, I need to take notes, can you please help?

The assistive technology services offer device rental devices for class note-taking using Braille or MP3 recording. Email assist.tech@aucegypt.edu for more information.

For how long can I keep the in class note-taking device?

This depends on the number of users requesting the service relative to the number of available devices we currently have. You can keep it for a complete semester unless it is needed by another student where you start coordinating the device exchange.

For more information, email: assist.tech@aucegypt.edu.

What is an acceptable format to have the OCR run successfully with less amount of errors?

  • Printed or pdf resources should be clear, without handwriting, underlining, watermarks, or bad quality images.
  • Scanned copies shouldn't be with inverted pages or two-sided.
  • For PDF documents that are password protected, refer back to your instructor.

My computer crashes sometimes due to my heavy work, how can I regularly avoid this crash?

Below are some tips and tricks:

a. Avoid opening many heavy programs at the same time that consumes your computer memory such as Word, PowerPoint, Excel, Outlook, etc.

b. Open each program separately, and use Windows+Insert+F4 key if JAWS hangs after closing it. This key unloads JAWS completely from memory and restarts automatically as a fresh session without the pre-loaded scripts.

c. Weekly clear user temp (%temp%), and Windows Temp (temp)

e. Monthly run disk cleanup utility (cleanmgr)

Call t. +2.2615.1200  to direct you to the technical support specialist.

Can I have a screen reader software installed on my personal Laptop?

The assistive technology services at AUC offer a free installation on the student laptop until he/she graduates from AUC.

Email assist.tech@aucegypt.edu to request a license.

JAWS Reader (Assistive Technology)

How to control the voice in JAWS?

For more details, listen here.

How to display JAWS main screen?

For more details, listen here.

How to make JAWS read the page number and the line number in Word?

For more details, listen here.

Microsoft Word (Assistive Technology)

How to control the font dialog box in Microsoft Word?

For more details, listen here.

How to create a new paragraph or line and make a list of bullets or numbers?

For more details, listen here.

How to do the paragraphs list and the paragraph alignment?

For more details, listen here.

How to format text in MS Word and control the line spacing?

For more details, listen here.

How to make jaws say all of the document formats and what is the functions of Home and End keys with Word?

For more details, listen here.

How to open Word app, open a new document, save the Word file, and move between multi-Word documents?

For more details, listen here.

Microsoft PowerPoint (Assistive Technology)

How to format the text in each object on the slides and how to make jaws say the formatting details?

For more details, listen here.

How to insert a new slide and what are the kinds of objects in the second slide?

For more details, listen here.

How to move between the slides, the objects, and the edit area, and how to edit in the edit area?

For more details, listen here.

How to open the PowerPoint App?

For more details, listen here.

How to save the PowerPoint presentation file?

For more details, listen here.

Email (Assistive Technology)

How to attach files?

For more details, listen here.

How to open and moving between email messages?

For more details, listen here.

How to read the title of an email message and the body of the email message?

For more details, listen here.

How to reach the Email page objects like the edit box, checkbox, headings, and combo box?

For more details, listen here.

Banner (Assistive Technology)

How can I browse the Banner?

For more details, listen here.

How can I log in to the Banner?

For more details, listen here.                                                                                                         

What is the Banner and what are its components?

For more details, listen here.

Blackboard (Assistive Technology)

How can I browse blackboard?

For more details, listen here.

What is the AUC blackboard and what are its components?

For more details, listen here.

Google Classroom (Assistive Technology)

How to answer and move into an assignment with multiple choice questions?

For more details, listen here.

How to find a specific assignment by jaws and how to enter into any Google classroom assignment?

For more details, listen here.

How to get the wanted assignment?

For more details, listen here.

What is the best way to enter google classroom?

For more details, listen here.

What are the google classroom components, how to move between them and enter into anyone of them?

For more details, listen here.

Google Drive (Assistive Technology)

How to know the files into Google drive and the files shared with me by someone by jaws?

For more details, listen here.

How to open google drive and upload files from a laptop by sending an email on google drive?

For more details, listen here.

How to share, preview, remove, or get links to the files on Google drive? 

For more details, listen here.