Helpdesk

Skype keeps dropping calls (use a specific port)

FCAD Helpdesk -

If Skype continually is dropping calls there could be many reasons that are causing this issue.

 

One workaround for this issue is to change the skype connection to a specific software port on your computer.

*** Please be aware to let the other people trying to connect with you to use the same port number or they won't be able to connect ***

 

To change the port:

1. Open Skype and sign in

 

2. Click on "Tools" in the top menu bar

 

3. from the "Tools" drop down menu click on "options"

 

4. Then from the options window click on "Advanced" tab in the left hand column

 

5. Then click on "Connection" under Advanced in the left column:

 

6. Uncheck the box labeled "Use port 80 and 443 for additional incoming connection" and choose a number greater than 1024 and enter it in the box above.

 

7. Make sure to give that number to other people trying to connect with you and walk them through changing the port in their settings.

 

8. Close Skype and restart it and then try to make the call again.

 

Hopefully that will help connect the calls.

 

After making the call make sure to go back to those setting and then check the box "Use port 80 and 443 for additional incoming connection" again for general calls in the future.

How to Re-add the RTA Kyocera printer (after IP address change 6....

FCAD Helpdesk -

On Windows :

If you already have the Kyocera Copier installed please remove it first.

To Remove it go to start-> Devices and Printers -> right click the "Kyocera TASKalfa 3501i KX on Fcadprinters" and choose remove device.

To Re-add the printer:

1) Click on the windows Logo in the far bottom left corner of the screen

2) In the search field type "\\fcadprinters" and press enter and it will open a new window with all the available printers.

3) In the new window look for "RTA-Kyocera-Copier" and double click that icon.

This will install the new printer drivers for that printer with the IP change.

 

On MAC OSX:

 

***You should have the drivers for the printer already installed from before the IP change.

If not refer back to the KB article: "How to add the New RTA Kyocera Printer (w driver)" to add the drivers.

The drivers should be attached to the article.

 

1) Open "System Preferences"-> "Printers and Scanners"

2) Find the printer "RTA-Kyocera" or whatever it was named before. Highlight the printer by clicking on it and then click on the "-" button at the bottom left hand corner of the window. Then click on the "Delete Printer" button.

2) Then on the same screen System Preferences -> Printers and Scanners -> + (add new printer) -> IP (In the top menu. Fill in the info described below)

    Address : 141.117.245.25 (*** formerly: 141.117.210.160 [Don't use this IP as it's no longer good])

    Protocol : (choose) Line Printer Daemon-LPD

    Queue : Leave Blank

    Name : RTA-Kyocera ( or uou can give it any name)

    Location : RTA 

    Click on "Use"-> choose "select software" -> Look for " Kyocera Taskalfa 3500i (KPDL)" -> Highlight it and click ok.

 

3) Click the "Add" button

That will install and add the printer drivers for you.

VPN Certificate expired. Adding new Certificate (Windows/Mac)

FCAD Helpdesk -

This is a knowledge base article for adding your new VPN certificate for Windows and Mac after recieving it from CCS.

 

VPN certificates usually expire after 1 year for security reason.

If that happens please email CCS and let them know so they can send you a new certificate.

After recieving the new certificate from CCS, this is how you add it to get your VPN working again.

 

Mac OS X:

- Click on "Go" in the top bar and hold down the "option" key on the keyboard when the drop down menu appears.

- You should see an option appear in the drop down menu called "Library". Click on it.

- Search for a folder shortcut named "openvpn" and open it.

- You should see a file with your FCAD login name and the extension "%FcadLoginName%.p12"

- i.e. Jane Doe, FCAD login name: jdoe. The file would be name "jdoe.p12"

- Right click (or double click) on that file and select "Move to Trash" from the drop down menu.

- Move the new "%FcadLoginName%.p12" file you received from CCS into this folder.

- Restart your computer and test your VPN and it should connect with the new VPN certificate.

 

For Windows 7:

- With an explorer window open, browse to the following path "C:\Program Files (x86)\OpenVpn\config" folder

- You should see a file with your FCAD login name and the extension "%FcadLoginName%.p12"

- i.e. Jane Doe, FCAD login name: jdoe. The file would be name "jdoe.p12"

- Highlight the file (left click on it) and then right click on it. Select "Delete" from the drop down menu.

- Move the new "%FcadLoginName%.p12" file you received from CCS into this folder ("C:\Program Files (x86)\OpenVpn\config").

- Restart your computer and test your VPN and it should connect with the new VPN certificate.

 

*** If this doesn't work you can try uninstalling the VPN software (tunnelblick for Mac OS X users, OpenVPN for windows users) and reinstalling it with the new certificate on the desktop (for instructions please see the knowledge base article "How to Uninstall and Reinstall Tunnelblick" or check the CCS website) ***

 

If your still having issues please email fcadhelp@ryerson.ca

 

 

 

Tunnelblick loses connection momentarily (when browsing the inter...

FCAD Helpdesk -

This is a known issue with the Tunnelblick initial settings.

When browsing the internet it causes tunnelblick to do a double DNS lookup and it will momentarily lose connections.

To resolve this issue change the following setting in Tunnelblick

 

Click on the tunnelblick icon in the top right hand corner of the screen.

then click on "details" in the drop down menu.

There is a box checkmarked called "Set Nameserver" in the details window.

Uncheck that box and it will stop losing connection and doing a double DNS lookup.

Disconnect Tunnelblick and reconnect and the issue should be resolved.

Adding Brother MFC 9130CW (RCC 364) printer to a computer (Mac, w...

FCAD Helpdesk -

You have to be connected to the same subnet IP as office RCC364 to find the Computer (RCC364PC-D1, 141.117.45.70) and the printer "RCC364 BROTHER MFC-9130CW".

Make sure to download the drivers for the printer first for Mac or Windows:

http://support.brother.com/g/b/downloadtop.aspx?c=ca&lang=en&prod=mfc9130cw_us

 

Accessing a shared printer on Windows:

- Click on the start button (windows icon) in the bottom left hand corner and then click on "Devices and Printers"

- Click on the "Add a printer" button in the top menu

- Click on "Add a network or wireless or bluetooth printer"

- if your in RCC364 you should see the printer "RCC364 BROTHER MFC-9130CW" and the computer name "RCC364PC-D1".

- if you don't see the printer/computer name, do a search by TCP/IP by clicking on the "The printer that I want isn't listed"

- Click on "Add a printer using a TCP/IP address or hostname" and then click on the "Next" button

- Type in the IP address of the computer "141.117.45.70" in the "Hostname or IP address" field and click on the "Next" button

- Click on the "Next" button until finished

**** Make sure the printer drivers are already installed before following these steps ****

 

Accessing a shared printer on Mac OS X:

- Go to "System Preferences"

- Click on the "Printers & Scanners" icon

- Click on the "+" button in the bottom left hand corner

- Click on the "Windows" icon in the top left hand corner

- Click on the "FCAD" domain -> then the computer name (RCC364PC-D1) -> then the printer and click on the "Add" button in the bottom right hand corner

**** Make sure the printer drivers are already installed before following these steps ****

 

Also for reference you can find more detailed instructions here:

http://www.howtogeek.com/191323/how-to-share-printers-between-windows-mac-and-linux-pcs-on-a-network/

 

For further assistance please email fcadhelp@ryerson.ca

Activating Adobe CC 2014 suite (Mac and Windows)

FCAD Helpdesk -

Licenses and installation:

Adobe CC 2014

For MAC: //fir.fcad.ryerson.ca/RCC/RENA/adobe_cc_MAC_2014/adobe_CC_fullSuite

  • Move  the serialize folder to the desktop and run the "ADCC_Actibation" application

 

For Windows:

//fir.fcad.ryerson.ca/RCC/RENA/adobe_cc_win/FullSuite/Build/setup.exe

  • Move //fir.fcad.ryerson.ca/RCC/RENA/adobe_win_reg folder to the desktop.
  • Open a command window (admin) from this folder.
  • Type in the following command into command window:
    • Adobe_prtk.exe --tool=VolumeSerialize --provfile=C:\Users\&CurrentUserName%\Desktop\adobe_win_reg\prov.xml
  • After you get a "Return code = 0" then it was successfully activated.

Attaching a Mac to the domain

FCAD Helpdesk -

Click on "System Preferences" in the dock.

Click on "Users & Groups".

Unlock the "Users & Groups" window and then click on "Login Options".

Next to "Network Account Server" click on the "Join..." button.

Type in "fcad.ryerson.ca" into the "Server" text field and click on the "OK" button.

In the "AD Admin User" and "AD Admin Password" text fields enter your domain admin login credentials.

Now click on the Edit button that shows up next to "Network Account Server: FCAD"

Click on "Open Directory Utility"

Unlock the "Directory Utility" window

Highlight "Active Directory" and click on the pen "Edit" icon

Click on the "arrow" for more options.

Click on the administrative tab server, Check "Prefer this domain server"

In the text field enter "WDC1.fcad.ryerson.ca"

Make sure the "Allow Administration by" is checked and "domain admins", "enterprise admins" are members of that group

Also make sure "Allow authentication from any domain in the forest" is checked.

Close the windows and your all done.

Production laptop keeps rebooting (MacBook)

FCAD Helpdesk -

This is a KB artilce for an issue where: OS X maverick keeps rebooting constantly (because of network configuration script)

This is an issue with an old image where an automatic script runs (to automatically connect to RU-Secure)  after booting up and logging in and then reboots the computer again after the script has finished running. Because deep freeze is on (not thawed) the script is loaded in the cash and continously runs causing the Machine to endlessly reboot.

To Stop the machine from constantly rebooting thaw deep freeze (with admin credentials) and reboot. 

Then go to: /library/preferences/system configuration

Delete the following files:

Networkinterfaces.plist

Preferences.plist

Restart the computer (the computer will recreate those files with the appropriate network configuration settings)

Freeze the machine by logging into Deep Freeze again and then reboot.

The machine should function normally again after this.

 

 

How to add the New JRN Kyocera Printer (w driver)

FCAD Helpdesk -

On Windows :

 

1) Click on the windows Logo in the far bottom left corner of the screen

2) In the search field type "\\fcadprinters.fcad.ryerson.ca" and press enter it will open a new window with all the available printers.

3) In the new window look for "JRN-Kyocera-Copier" and double click that icon.

This will install the printer drivers for that printer for you.

 

On MAC OSX:

1) You will need to install the drivers first. The driver is attached to this article. ( It also can be found under \\fir.fcad.ryerson.ca\JRN\JRN-New Keyocera-Printer)

    Run the file and it will install the keyocera driver. Then go to System Preferences.

2) System Preferences -> Printers and Scanners -> + (add new printer) -> IP (In the top menu. Fill in the info described below)

    Address : 141.117.244.99

    Protocol : (choose) Line Printer Daemon-LPD

    Queue : Leave Blank

    Name : JRN-Kyocera ( You can give it any name)

    Location : JRN 

    Click on "Use"-> choose "select software" -> Look for " Kyocera Taskalfa 3500i (KPDL)" -> Highlight it and click ok.

3) Click the "Add" button

That will install and add the printer drivers for you.

 

 

Outlook - How to Rebuild the Email Profile with the Autocomplete ...

FCAD Helpdesk -

 

Sometimes with Outlook the local *.ost mail file will get corrupted and will have to be deleted and rebuilt.

These instructions will tell you how to save the autocomplete list from the deleted mail profile and use it with the newly rebuilt mail profile.

(The autocomplete list saves email addresses that have been previously emailed so that the user doesn't have to type in the full email address again.)

 

For Windows:

*** Before Deleting the old mail profile ***

1) Navigate to the default folder that has the autocomplete list "C:\Users\%username%\AppData\Local\Microsoft\Outlook\RoamCache" and save the "Stream_Autocomplete_-_%numbers/Guid%.dat" file somewhere safe (i.e. desktop, "my documents" folder, etc.)

 

*** Now you can remove the old mail profile ***

2) Make sure to delete all of the temp files located in the "C:\Users\%username%\AppData\Local\Microsoft\Outlook\RoamCache" folder after removing the old mail profile.

 

*** Create the new email profile ***

3) Open Outlook and send a test email to anyone with the new mail profile.

That will Create a new "Stream_Autocomplete_-_%numbers/Guid%.dat" file with a different name.

 

*** Make sure Outlook is Closed before continuing on to the next step ***

 

4) Navigate to where you saved the old "Stream_Autocomplete_-_%numbers/Guid%.dat" file.

5) Rename the "Stream_Autocomplete_-_%numbers/Guid%" of the old autocomplete file to the same name as the new "Stream_Autocomplete_-_%numbers/Guid%.dat" autocomplete file.

6) Now you can copy the old "Stream_Autocomplete_-_%numbers/Guid%.dat" file and paste it into the "C:\Users\%username%\AppData\Local\Microsoft\Outlook\RoamCache" folder and replace the new autocomplete file.

7) Now open Outlook and test that it worked by composing a new email and trying to email someone that the users has email previously. It should bring up the autocomplete list options when you being typing that email address.

How to Uninstall and Reinstall Tunnelblick\OpenVPN (Staff VPN)

Helpdesk one -

On Mac:

 

To Uninstall Tunnelblick:

1) From the Desktop hold the "alt" or "option" key together and click on "Go".

2) In the drop down menu click on "Library". If you don't see "Library" make sure you still holding the "alt" or "option" key down.

3) Search in the "Library" folder for the "openvpn" shortcut. Right click on the shortcut and select "move to trash" from the drop down menu.

4) Next search for the "Application Support" folder in "Library" and open it.

5) Go to the "Tunnelblick->Configurations" folder.

6) Copy the "*.P12" file to the desktop.

7) Next remove the "Tunnelblick" folder (with all of the subfolders) by right clicking the folder and selecting "Move to trash" from the drop down menu.

8) Then click on "Go" and select the "Connect to Server" option.

9) In the "Server Address" text field type in "smb://fir.fcad.ryerson.ca" and select the "RCC" folder.

10) In the "RCC" folder navigate to "RCC\RENA\Mac Tools\AppCleaner" Application and open "AppCleaner".

11) From the "Applications" folder (NOT "Application Support") Drag the "Tunnelblick" application into the AppCleaner program and drop it (in the "drop here" outline)

12) Then in the AppCleaner window click on "Delete" button in the bottom right hand corner (Make sure all items are checked before clicking on the "Delete" button).

 

Tunnelblick is now uninstalled completely.

 

To Reinstall Tunnelblick:

1) In an internet browser window go to "ryerson.ca/ccs".

2) On the "ryerson.ca/ccs" webpage click on the "Network and Wireless" link or button.

3) then click on the "Secure Connections" link.

4) Next click on the "RU-VPN" link.

5) If you haven't yet recieved your ("*.P12") file for the VPN click on the "online form" link and login with your ryerson ID and fill out the form and submit it.

If you have then click on the "Software Download Selection". Then click on the "Faculty/Staff" tab at the top. Scroll down to "RU-VPN" and click the "RU-VPN" link next to the macintosh icon.

6) Login with your Ryerson ID login credentials.

7) Save the "RU-VPN.dmg" file and open it.

8) in the Tunnelblick window click on "Tunnelblick" icon.

9) Click on the "open" button. Then click on the "Install" button.

10) Then click on the "Launch" button after installing.

11) Login with your local apple Id.

12) When Tunnelblick install it should automatically grab the %name%.p12 file from the desktop and put it in the appropriate folder. If it doesn't you can navigate to the "Go\Application support" folder by holding down the "alt or option" key in the "Go" drop down menu. Navigate to the "Application Support\Tunnelblick\Configurations" folder and copy the "*.P12" file from the desktop to this folder.

Tunnelblick is new Reinstalled and should be configure properly.

 

On Windows if your having trouble getting the OpenVPN to connect with the certificate and password:

1) Uninstall the OpenVPN (RU-VPN) in the usual manner windows 7 from the add/remove programs window

2) Make sure to remove the OpenVPN folder from the "Program Files (x86)" folder.

3) Also remove the OpenVPN registry settings (HKLM\Software\Wow6432Node\)

4) Try reinstalling the OpenVPN software again with the following instructions "http://ryerson.ca/ccs/services/software/security/RU-VPN-VistaWin7.html#install"

How to Uninstall and Reinstall Tunnelblick (Staff VPN)

FCAD Helpdesk -

On Mac:

 

To Uninstall Tunnelblick:

1) From the Desktop hold the "alt" or "option" key together and click on "Go".

2) In the drop down menu click on "Library". If you don't see "Library" make sure you still holding the "alt" or "option" key down.

3) Search in the "Library" folder for the "openvpn" shortcut. Right click on the shortcut and select "move to trash" from the drop down menu.

4) Next search for the "Application Support" folder in "Library" and open it.

5) Go to the "Tunnelblick->Configurations" folder.

6) Copy the "*.P12" file to the desktop.

7) Next remove the "Tunnelblick" folder (with all of the subfolders) by right clicking the folder and selecting "Move to trash" from the drop down menu.

8) Then click on "Go" and select the "Connect to Server" option.

9) In the "Server Address" text field type in "smb://fir.fcad.ryerson.ca" and select the "RCC" folder.

10) In the "RCC" folder navigate to "RCC\RENA\Mac Tools\AppCleaner" Application and open "AppCleaner".

11) From the "Applications" folder (NOT "Application Support") Drag the "Tunnelblick" application into the AppCleaner program and drop it (in the "drop here" outline)

12) Then in the AppCleaner window click on "Delete" button in the bottom right hand corner (Make sure all items are checked before clicking on the "Delete" button).

Tunnelblick is now uninstalled completely.

 

To Reinstall Tunnelblick:

1) In an internet browser window go to "ryerson.ca/ccs".

2) On the "ryerson.ca/ccs" webpage click on the "Network and Wireless" link or button.

3) then click on the "Secure Connections" link.

4) Next click on the "RU-VPN" link.

5) If you haven't yet recieved your ("*.P12") file for the VPN click on the "online form" link and login with your ryerson ID and fill out the form and submit it.

If you have then click on the "Software Download Selection". Then click on the "Faculty/Staff" tab at the top. Scroll down to "RU-VPN" and click the "RU-VPN" link next to the macintosh icon.

6) Login with your Ryerson ID login credentials.

7) Save the "RU-VPN.dmg" file and open it.

8) in the Tunnelblick window click on "Tunnelblick" icon.

9) Click on the "open" button. Then click on the "Install" button.

10) Then click on the "Launch" button after installing.

11) Login with your local apple Id.

12) When Tunnelblick install it should automatically grab the %name%.p12 file from the desktop and put it in the appropriate folder. If it doesn't you can navigate to the "Go\Application support" folder by holding down the "alt or option" key in the "Go" drop down menu. Navigate to the "Application Support\Tunnelblick\Configurations" folder and copy the "*.P12" file from the desktop to this folder.

Tunnelblick is new Reinstalled and should be configure properly.

Fixing Ethernet or Wifi devices issue on mac OSX

FCAD Helpdesk -

In Case of Ethernet or WiFi devices on mac OSX are no longer functional due to corrupted configuration follow the follwing steps:

1) From the finder go to /Library/Preferences/SystemConfiguration (on boot volume)

2) Delete NetworkInterfaces.plist and preferences.plist and restart

3) Login goto  system Preferences ->Nerwork (this will populate all of the discovered devices on the left hand side pane.

If the ethernet device shows a red dot then try using different ethernet cable and /or plugging into different port.

ShellShock Vulnerability , Bash Fixes from APPLE

FCAD Helpdesk -

Apple has posted BASH fixes for Mavericks (OSX 10.9.5 and above) , Mountain Lion (OSX 10.8.X), Lion (OSX 10.7.X)

You can dowload the patches by clicking on your os x version below 

1) Mavericks (OSX 10.9.5 and above)

2)Mountain Lion (OSX 10.8.X)

3)Lion (OSX 10.7.X)

 

or

download the attachemnt to this article.

 

You can find your OSX version by clicking on the Apple sign on far northwest corner of your desktop  and choose "About this mac"

How to get the New RTA Kyocera Printer

FCAD Helpdesk -

On Windows :

 

1) Click on windows Logo far south west corner of your screen

2) In the serach block type \\fcadprinters and press enter it opens a new window with available printers.

3) In new windows find and double click on  RTA-Kyocera-Copier 

This will install the printer for you.

 

On MAC OSX:

1) You will need to install the drivers first. It is attached to this article ( It also can be found under \\fir.fcad.ryerson.ca\RTA\RTA-New Keyocera-Printer)

    Run the file , it will install the keyocera driver and go to System Preferences

2) System Preferences -> Printers and Scanners -> + (add new printer) -> IP ( On the top menu and fill as described below)

    Address : 141.117.210.160

    Protocol : (choose) Line Printer Daemon-LPD

    Queue : Leave Blank

    Name : RTA-Keyocera ( You can give it any name)

    Location : RTA 

    Use:  with the arrows , choose select software -> Look for " Kyocera Taskalfa 3501i ->choose and click ok

3) Click Add

 

 

RCC183 - Projection from instructor pc not showing

FCAD Helpdesk -

Here is a step-b-step outline on how to fix the no-display showing in RCc183.

 

1.  Right-mouse click on the desktop

2.  Click “Personalize”

3.  Click “Display”

4.  Click on “Adjust Resolution”

5.  Locate “Multiple Displays” on the left-hand side (fourth option) and from the popup menu choose “Duplicate these Displays”.  Now you should see the desktop on the Projector board.

 

7.  Click apply and  from the dialog window click “Keep Settings”

8.  Close the window. 

 

OS X Mavericks 10.9.2 Update---Apple Security Update for 10.9 use...

FCAD Helpdesk -

 This update is only needed for 10.9 users (Mavericks); those using 10.8 (Mountain Lion) and below do not need to update to 10.9.  

1. Choose Apple () menu > Software Update – If prompted, enter an admin name and password.

 

  1. The App Store opens and displays any software updates available for OS X and Mac App Store apps. OS X updates will be at the top of the list. Note: Opening the App Store by clicking its Dock icon will only show Mac App Store app updates.
  2. Please update the item

OS X Update Version 10.9.2

 

 

For more details Use the links below

OS X Mavericks 10.9.2 Update

 

Apple Security Update

 

 

 

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