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Technical Support

The Information Technology Services Client Services Team provides assistance for technology related questions to the university community.

Overview

The Information Technology Services Help Desk is staffed by professional consultants and technical student workers who are trained to assist Temple students, faculty, and staff with technical issues. 

You can contact the Information Technology Services Help Desk in a variety of ways:

  • Website: Use the Request Help tab on the Information Technology Services home page. Faculty/Staff can also use this tab to request deskside assistance in their offices.
  • Phone: 215-204-8000
  • Walk-in: The TECH Center, Room 106
  • Live Chat:  Weekdays 9:00 a.m. to 5:00 p.m., Saturday/Sunday: noon to 4:00 p.m.
  • E-mail:  send email to help@temple.edu

Hours of Operation

Fall 2018 - Monday, August 27th through Saturday, November 17:

  • Fall Semester Hours begin Monday, August 27th at 8:00 a.m.
  • Open 24 hours from Sunday at 11:00 a.m. until Friday at 5:00 p.m.
  • Saturday from 10:00 a.m. to 7:30 p.m.

Exceptions:

  • Sunday, September 2nd - 11:00 a.m. to 7:30 p.m. - Day before Labor Day
  • Monday, September 3rd - 10:00 a.m. to 7:30 p.m. for TUHelp and Walk-In Services on Labor Day
  • Tuesday, September 4th - Regular Fall 2018 hours noted above resume at 8:00 a.m.

Fall Break 2018 - Sunday, November 18th through Saturday, November 24th:

  • Sunday, November 18th - 11:00 a.m. to 7:30 p.m.
  • Monday, November 19th and Tuesday, November 20th - 8:30 a.m. to 5:00 p.m. while Phone and TUHelp support continues until 8:00 p.m.
  • Wednesday, November 21st - 8:30 a.m. to 5:00 p.m.
  • Thursday, November 22nd through Saturday, November 24th - Thanksgiving Holiday / University Closed

Fall 2018 Resumes - Sunday, November 25th through Saturday, December 1st:

  • Open 24 hours from Sunday at 11:00 a.m. until Friday at 5:00 p.m.
  • Saturday from 10:00 a.m. to 7:30 p.m.

Fall 2018 Finals - Sunday, December 2nd through Wednesday, December 19th:

  • Full 24/7 operations starting Sunday, December 2nd at 11:00 a.m. until Wednesday, December 19th at 9:30 p.m.

Service Types

  • Faculty/Staff: Need help with your office computer?
    Submit a request for deskside support using the Request Help tab on the Information Technology Services home page. For more information, see Deskside Support for a University-Owned Device.
  • Need help with your password?
    The Help Desk will assist you if you have forgotten your password and are unable to reset it through the self-service website. However, you must be able to verify your identity either in person or over the phone. The Help Desk consultant will guide you through the process.
  • Need help with using a Temple University system or application?
    Information Technology Services is happy to help you with supported software. We offer assistance with software that is licensed to you or your Temple University workstation. Sorry, we cannot do your homework for you!
  • Need Help With Canvas?
    Temple University has moved to Canvas as its Course Management System. The Center for the Advancement of Teaching Instructional Technology Lab team is available to assist faculty with pedagogical Canvas questions. The Instructional Technology Lab team is also available for faculty in-person and phone consultations during business hours. Canvas support is also available 24x7 at 844-683-6439. 
  • Confused with technology? Experiencing glitches with a Temple University application? Do you feel caught in red tape?
    We will try to assist you with your technology questions or guide you to the right resource that can help you with a Information Technology Services-related issue at the university.
  • Is your personal computer sick?
    Our Help Desk Clinic provides assistance with computer-related issues. Appointments are on a first-come, first-served basis and last for one hour. If your computer needs more than an hour of work, an appointment will be scheduled for you.

Supported Platforms

Below are the platforms supported by Information Technology Services and IT partners across the University. Any versions prior to platforms listed below are not supported or permitted on the on-campus Temple network (wired or wireless).

Windows

  • Windows 10
  • Windows 8.1
  • Windows 7  (Note: Microsoft is dropping support for Windows 7 in January 2020. No Windows 7 system will be allowed on the university network after 1-14-2020.)

Macintosh OS X

  • macOS High Sierra (10.13)
  • macOS 10.12 (Sierra)

Linux OS

  • Red Hat Linux 7.x

Office Suites

  • Microsoft Office 2016/Office 365 (Windows)
  • Microsoft Office 2016/Office 365  (Mac)  Must be running El Capitan (OS X ver 10.11.x) or higher

Creativity Suites

  • Adobe Temple University Site License

Browsers

We support the current major release of the following browsers:

  • Firefox
  • Safari
  • Google Chrome
  • Internet Explorer

Additional Browser Compatibility Information:

Please note that browser compatibility issues can be introduced at any time by the companies who produce these browsers (Microsoft: Internet Explorer, Edge; Apple: Safari; Google: Chrome; Mozilla: Firefox).  If you encounter problems with a particular browser when accessing a university application, please try an alternate browser. 

Timeframe

The fulfillment of a request may require two business days when the appropriate support team is available during standard university work hours. Depending on the type of request, the timeframe for fulfillment may vary or the request may be denied if it cannot be processed due to a technical, procedural, security-related or resource-related issue.

Windows 10 Feature Updates

Microsoft has changed its process of releasing and supporting Windows operating systems. Previously Microsoft released new operating systems on an average of two to five years. With Windows 10, Microsoft has changed its operating system update process by releasing "feature updatestwice a year.

Microsoft Support Lifecycle
Feature updates have a 30-month support lifecycle in which Microsoft provides new capabilities and security updates for the operating system. This change in the frequency of releases increases the security and stability of the operating system. After the support lifecycle ends, the operating system version will no longer receive security updates, increasing the risk to your data and Temple's network.

New Update Process for University-Owned Computers
With the new Microsoft process, Temple ITS will be required to update supported systems more frequently. When Microsoft releases an update, ITS will first test it to ensure compatibility with Temple's applications. Once approved, ITS will then begin rolling out the update to the university.

If your computer requires an update, a pop-up window will notify you that the update will take place one night within the next seven days. A sample pop-up window appears below:

When you see this message, make sure to save your work before going home and close out any open programs. Then leave your computer powered ON. To minimize downtime, the automated update process will take place between midnight and 5:00 am. When the update is complete, your computer will be automatically restarted. Once your computer is successfully updated, you will no longer receive this pop-up notification. 

Note: If you are using a laptop, you will only be notified of an update when you’re on campus and connected to the Temple network. When you see the pop-up window, make sure to keep your laptop on campus and leave it connected each night until it receives the updates.

FAQs

  • How long does the update process take?
    Depending on the age of your computer, the update can take anywhere from one to three hours. 
  • What should I expect when the update is complete?
    It may take slightly longer to initially log in while the system finalizes the installation process. 
  • Will the update impact my data or installed applications?
    No, all applications, user settings, and data are preserved.
  • Can I opt out of these updates?
    Exceptions are only being made for high risk computers, such as systems connected to specialized equipment. If you feel you have a computer needing to be exempt, please contact the Help Desk and we can review your request.
  • My computer was updated, but now an application doesn't work. What should I do?
    ITS is taking measures to avoid application incompatibility, but there may be some rare cases where applications will not work after an upgrade. If you find this to be the case, please contact the Help Desk so ITS can review the application and assist you in upgrading the software.

Learn More
If you have questions or concerns about the Windows 10 feature update process, please contact the Help Desk.

Bitlocker Encryption

Information Technology Services has selected Microsoft BitLocker Administration and Monitoring (MBAM) as Temple's new whole disk encryption solution for Windows computers. This solution will replace Symantec Encryption Desktop. MBAM provides many enhancements over Symantec Encryption Desktop, including improved scalability, operating system compatibility, advanced reporting capabilities and a self-service recovery portal if locked out of your computer. Our vision is for every university-owned Windows computer to eventually be encrypted with Microsoft BitLocker. 

Note: If you access an encrypted file share (N: drive), you will still use Symantec Encryption Desktop to access your encrypted files.

FAQs

  • Will I notice any changes on my computer? 
    If you never used a whole disk encrypted computer before, Microsoft BitLocker will be seamless and will run behind the scenes. If you previously used Symantec Encryption Desktop, you will notice that you will no longer need to enter a second password when logging in.
  • I am being prompted to enter a BitLocker recovery key when trying to log in to my computer. What should I do?
    This situation may occur due to an unexpected configuration change to your system firmware (BIOS) or operating system. To obtain your Microsoft BitLocker recovery key, please visit the self-service website: bitlocker.temple.edu
  • Will this change affect my Mac?
    No. This initiative is for university-owned Windows computers only.
  • Will there be an additional cost?
    No. The licensing for MBAM is included as part of the university site license from Microsoft.

Obtain Help
For help with obtaining your BitLocker Recovery key or for other questions, please contact the Help Desk.