Vivantio  IT Self-Service Portal

The new IT ticketing system is in place now for reporting all IT-related issues. It is the most flexible, reliable, easy to use, and trusted IT service management system. The reporting is done through the IT help desk team or directly using the self-service portal.
For support, open an online IT ticket on IT self-service portal.

IT Support4  24/7 IT Help Desk

Due to public health measures to limit the spread of COVID-19, effective March 18, 2020, we are switching to online 24/7 support for any IT-related issues. From 8:30 am to 11:00 pm, users can either call the IT hotline at +20.2.2615.1200 or open an online IT ticket on the IT portal.
Users can use the IT chatbot called Digi-Bot from 11:00 pm to 8:30 am. It can help with any IT problem related to emails, Zoom, Banner, VPN, Blackboard, and financial aid; try Digi-Bot! It is available 24/7 on the IT Portal and IT website.
For more information, click here.

-  Assistive Technology

The American University in Cairo (AUC) utilizes technology software and hardware solutions to help students with different abilities build up their academic success. Students are provided full assistance and training in using the available software and equipment. Based on its keenness to truly achieve the principle of equal opportunities, the AUC started to implement the Idea of establishing collective tasks adapting to the needs of disabled persons and assisting them in accessing all Information Communications Technologies regardless of any physical problems caused by their disability types. For more information, click here

This idea is known worldwide as assistive technology due to its assistance role. The first official Inauguration of the assistive technology corners at AUC started on the Tahrir Square campus in November 2002. After moving the AUC campus to New Cairo, the University reserved two locations for assistive technology purposes. The first is an office lab for initializing the service and is located in room P145 of Prince Alwaleed Bin Talal Bin Abdulaziz Alsaud Hall. And the second is a studying room located in room P003 of the Library Plaza. And, of course, both of them are enhanced by the needed Utilities. Furthermore, to get the best implementation of the assistive technology services, the AUC appointed a blind score as full-time staff. And for further achievements, it also invited a sighted person to work with him under the acknowledged Service Level Agreement with trending to fully appoint her.

Click here for the full list of the available assistive technology hardware and software.
For audio FAQs on the JAWS screen reader, click here.

Microsoft tools  Microsoft Tools

The University has a campus agreement with Microsoft that offers free licenses for popular Microsoft software packages used by the AUC community. Details about products included follow:

  1. To access all Microsoft 365 apps and folders and OneDrive shared files, sign in to Microsoft 365 Portal using your AUC email credentials.
  2. Visual Studio, an integrated development environment from Microsoft, is used to develop computer programs and websites, web apps, web services, and mobile apps. For eligibility and instructions on how to download Visual Studio, click here.
  3. Microsoft Teams is a chat-based workspace in Office 365 that makes it easy to have conversations, host meetings, share files, collaborate on documents, and get work done with various groups across the organization.
    1. Log in to Microsoft Teams using your AUC mail credentials, and start using the software.
    2. For additional resources and detailed steps on how to download Microsoft Tools on your desktop, click here.

VPN Account  VPN Accounts

A Virtual Private Network (VPN) allows you to create a secure connection to another network over the Internet. In other words, VPN is a secure logical network created from physically separate networks. VPNs use encryption and other security methods to ensure that only authorized users can access the network. VPNs also ensure that unauthorized users cannot intercept the data transmitted between computers. 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.

For a follow-up, contact the IT security team.
For more information, click here.

Adobe2  Access to Adobe Creative Cloud Products 

For Adobe  and all other educational discounted resources, visit the official Creative Cloud website, and search for your needed software. Attached is a detailed guide on how to create an account and search for software. You can also visit the OnTheHub Help Center for more support topics.

Labs  Remote Access to Campus Computer Labs

Connect to a computer lab remotely in a secure and reliable connection by downloading Real VNC software. It works across all devices and operating systems including Windows, macOS, iOS, Android, and Linux. Refer to your course instructor or teaching assistant or lab administrator to get access to the AUC licensed version of Real VNC software. For further instructions, click here.

Lock  Proctored Online Assessment

This guide helps faculty and students learn more and access best practices and tips in using the Respondus LockDown Browser and Respondus monitor for online proctored assessments.

For faculty guidelines, click here.
For students' guidelines, click here.
For support, send an email.
Blackboard hotline: +2.012.2900.5544.

New Core   New Core Infrastructure Implementation

This project is for the technology refresh of all servers and storage using the new architecture hyper-converged infrastructure (HCI) and migrates all virtual machines to it. The first project is to retire all servers because they are out of support, then partially replace them with the latest technology HCI. The very important part, is to migrate the whole virtual environment into the new hardware with minimum or zero downtime. This environment is hosting all centralized services campus-wide The other project consists of two main projects: retiring the current main storage, which serves all the campus, and migrating all block-level storage to a new one with very high performance (all-flash).

For support, open an online IT ticket on IT self-service portal.

WIFI  Wifi Network Renovation

AUC wireless network provides wireless network connectivity for all AUC systems and users, including students, faculty, staff, alumni and guests. The aim of the project is to enhance the overall end-user network experience, using up-to-date wireless network technology to provide stable, high-speed network services on campus, with proper wifi coverage and performance. With the current wave of digital transformation, there is an increasing demand for network connectivity to a wide variety of end-user devices, gadgets and systems. The wifi network renovation project aims to transform campus wireless technology, to support higher network data rates, and a wider multitude of end-user applications including faster Internet browsing, video streaming and file download. 

For support, open an online IT ticket on IT self-service portal.

HDMI  High-Definition Multimedia Interface

High-Definition Multimedia Interface (HDMI) is a digital interface for transmitting audio and video data in a single cable, and it delivers high-quality images and unmatched ease of use. As part of the ongoing commitment to improving the teaching and learning experience, Academic and Campus Technologies Support Services (ACTSS) has started by upgrading the presentation equipment in the School of Sciences and Engineering classrooms. The upgrade includes transitioning from VGA to HDMI technology and installing new dazzling speakers.

Currently, all classrooms have been upgraded to HDMI.

Zoom2  Zoom-Video Conferencing

Zoom is a web-based video conference platform that allows one-to-one multi-audio video-based meetings to facilitate communications between faculty members, students, and staff meetings.

Sign in, then log in with google, which will direct you to the AUC email where you can enter your AUC email credentials. For further instructions, click here.
For any support with Zoom, contact the IT hotline at +20.2.2615.1200, or open an online IT ticket on the IT self-service portal.

password-change  Password Change Policy

The password change policy is in place to better protect your user accounts and securely access AUC online applications. All AUC users need to change their passwords every year.

During fall 2019, users will receive an email notification from IT to change passwords. A password expiration date will be set, and a URL link will be provided with supporting handouts to guide the process. Users who fail to change the password before the deadline has their accounts locked out.

For inquiries, send an email to IT support.

banner9  Banner 9 Launch

Banner is one of the main institutional assets when it comes to providing direct services to all University stakeholders, both present and future. It provides the main interface for software applications for many administrative offices at AUC.

AUC Banner is hosted on Amazon Cloud web services AWS. The administrative pages have been upgraded to version 9. In addition, related tools and third-party solutions integrated are already in the continual upgrade process. The upgrade process was done to ensure AUC gets the best available technological changes that serve the business need and enhance the campus functions. The next phase of the Banner upgrade project will be to upgrade Banner Self-Service to the latest version for better faculty and staff functional utilization.

For support, open an online IT ticket on the IT self-service portal.

AUC Mobile banner App  AUC Banner Mobile App

AUC Banner mobile application helps you stay connected to your Banner system like never before. You will have access to more features that make your registration experience more effective, efficient, and fun.

AUC Banner mobile application enhances AUC students’ life experience by empowering students to access the Banner system anytime, anywhere, and by giving them access to multiple features. Some of the key features of the AUC Banner application:

  • Registration: search and save your courses to your cart in advance and when it is time to register, you are done in seconds with a click of a button
  • Notifications: Stay informed with personalized announcements delivered right to your device
  • My Courses: Manage your courses by accessing your course schedule
  • My Grades: Check your midterm and final grades
  • Academic Catalog: browse AUC academic catalog
  • Academic Calendar: never miss another important date

For support, open an online IT ticket on the IT self-service portal.

Appstore   Googleplay

AUCmobileapp  My AUC App

My AUC is an upgraded mobile application offering a personalized digital experience to AUC students, faculty, and staff to support the on-the-go AUC experience through the preferred mobile channel. The mobile features are rolled out through quarterly releases. The first release includes Personalized Profile, Mobile Notifications, Contacts (Directory and Support offices), On-campus navigation, Health and Well-being, Academics (for students and faculty), and Buses services.

For support, open an online IT ticket on IT self-service portal.

Appstore  Googleplay

Linkedin   LinkedIn Learning

LinkedIn Learning is a software for online video courses. It combines the industry-leading content from Lynda with LinkedIn’s professional data and network. The online library features over 10,000 digital courses taught by industry experts. It covers various business, creative and technical topics, from leadership soft skills to design principles to programming languages. LinkedIn Learning is available to the AUC community 24/7, on any device, online and offline.

Lynda fits in AUC's open data pillar. After acquiring Lynda in 2016, LinkedIn kept the platform as is. It aims to combine all the professional data and network tools from LinkedIn; Lynda has now been migrated to LinkedIn Learning to provide users with the same Lynda content library but with an updated interface and over 25 videos added weekly to stay current and up-to-date with today's fast-paced industry. AUC community has access to LinkedIn Learning using their AUC email credentials and can link their professional LinkedIn account to showcase their progress and gain skills.

For support, open an online IT ticket on the IT self-service portal.

degree-works  DegreeWorks

DegreeWorks is integrated with Banner giving students meaningful and consistent direction and providing advisers with up-to-date curriculum information. It is available from inside Banner Self-Service under the student and advisor menu.

curriculum  Curriculum Proposal System (CPS)

The in-house developed Curriculum Proposal System (CPS) is planned to be migrated to Curriculog commercial software to make use of the extra features it has and for the smooth integration with AUC Catalog. CPS that is currently used, is an automated workflow system that handles the AUC curriculum and course changes process starting from faculty and departmental committee levels of approvals till the provost level. It incorporates an automatic notification system that serves as a following-up for the administrator and their responses to the proposal submissions.

For support, open an online IT ticket on IT self-service portal.

biggie picture BigFix

IBM® BigFix is a suite of products that provides a fast and intuitive solution for security management and allows AUC to collect security reports from managed computers. The collected data does not include any direct personal identifiers (email, calendar events, contacts, personal files) from your laptop or desktop computer. You can find detailed information about retrieved data on the BigFix retrieved properties list.

At AUC, BigFix is not used for the remote-control option, but instead, AUC uses:

  • VNC for Classrooms and Labs support
  • Zoom for office support

Important Note: AUC IT Procedure for Remote Access prohibits using remote support software without user consent.


AUC-Connect   AUC-Connect

AUC-Connect is AUC's engagement platform that connects students, faculty, staff, and alumni in one digital space to connect and engage. Event registration, user profile, chatting, social feed, and appointment scheduling, among other features, are now at your fingertips. This project will be expanded in phases to enrich the experience of the different constituencies through engaging content. The platform has a flavor of social media experience that is accessible via the web and mobile. We invite our community members to visit the website and download the mobile app to explore digital engagement opportunities.

Appstore  Googlestore

Google ChatGoogle Chat

Effective February 7, 2021, Classic Hangouts apps will be turned off, and all teams will start using Google Chat for 1:1 direct messages (DMs), group chats, and team discussions. Google Chat has a modern UI and team rooms that support better team collaboration, emoji reactions, and bots to help you be more productive and much more.

For FAQs on Google chat, click here.

Below are additional video resources that explain the new google workspace:

Cofense fish Cofense Phishing Emails' Reporter

Emails are the number one tool hackers use in attacks; therefore, reporting and verifying any suspicious email is crucial. Accordingly, we are glad to announce a new feature button on your AUC email and Microsoft Outlook to allow you to report suspicious emails to the information security team. This tool is called the cofense reporter.

To read more, click here.