The Information Technology Services Client Services Team provides assistance for technology related questions to the university community.
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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.
Fall 2021 Hours - Monday, August 23rd through Friday, November 19th:
- Fall 2021 Hours start on Monday, August 23rd at 8:00 a.m.
- Monday through Thursday: 8:00 a.m. to 8:30 p.m.*
- Friday: 8:00 a.m. to 5:00 p.m.
- Saturday and Sunday: 10:30 a.m. to 7:00 p.m. (Phone, Email, and TUhelp/Chat support only)
- Monday, September 6th - Labor Day / University Holiday - Closed
Fall Break 2021 Hours - Saturday, November 20th through Saturday, November 27th:
- Saturday, November 20th and Sunday, November 21st - 10:30 a.m. to 7:00 p.m. for Phone and Chat Support
- Monday, November 22nd and Tuesday, November 23rd - 8:00 a.m. to 5:00 while Phone and Chat support continues until 8:30 p.m.*
- Wednesday, November 24th - 8:00 a.m. to 5:00 p.m.
- Thursday, November 25th through Saturday, November 27th - Thanksgiving Holiday / University Holiday - Closed
Fall 2021 Hours Resume - Sunday, November 28th through Wednesday, December 15th:
- Fall 2021 Hours resume on Sunday, November 28th at 10:30 a.m.
- Monday through Thursday: 8:00 a.m. to 8:30 p.m.*
- Friday: 8:00 a.m. to 5:00 p.m.
- Saturday and Sunday: 10:30 a.m. to 7:00 p.m.
*In addition to our normal hours of operations, the Help Desk will be providing emergency on call support from 8:30 p.m. to 10:00 p.m. Monday through Thursday. If you are working to provide critical university services and need to report a system problem or you are an instructor teaching a class and need urgent assistance please call (215) 204-8000.
- Faculty/Staff: Need help with your office computer?
Submit a request for deskside support using tuhelp.temple.edu. 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?
Canvas is Temple University's Course Management System. The Center for the Advancement of Teaching Instructional Technology Lab team is available to assist faculty with pedagogical Canvas questions. They can be contacted by using the Request Help form on tuhelp.temple.edu. 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.
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 10
Macintosh OS X
- macOS Big Sur or macOS Catalina
- Microsoft 365/Office 2019 (Windows)
- Microsoft 365/Office 2019 (Mac) Must be running MacOS X (current version or one prior)
- Adobe Temple University Site License
We support the current major release of the following browsers:
- Google Chrome
- Internet Explorer 11 (for access to legacy university administrative applications only. Note that that many applications, such as Canvas, do not support IE and that Microsoft is ending support for IE in August 2021.)
Additional Browser Compatibility Information:
Please note that browser compatibility issues can be introduced at any time by the companies who produce these browsers (Microsoft: 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.
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.
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 updates" twice 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.
Update Process for University-Owned Computers
Temple ITS updates supported systems frequently. When Microsoft releases an update, ITS will first test it to ensure compatibility with Temple's applications. When approved for release, ITS will then begin rolling out the update to the university.
If your computer requires an update, a pop-up window will appear notifying you that it will soon be installed. Your computer will be updated within three nights after receiving this notice. A sample 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.
- 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 takes 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.
If you have questions or concerns about the Windows 10 feature update process, please contact the Help Desk.
Information Technology Services has selected Microsoft BitLocker Administration and Monitoring (MBAM) as Temple's new whole disk encryption solution for Windows computers. This solution replaces 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.
- 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.
For help with obtaining your BitLocker Recovery key or for other questions, please contact the Help Desk.