Technical Support

Documentation

Documentation is being added as it is updated. If you cannot find documentation here that you would like to see, send a note to the Help Desk.

CCIDs in Computing Science
The CS Intranet is now only accessible via the U of A network or VPN

IST Help Desk

Students, faculty and staff of the Department have access to the IST Help Desk as a resource for you if you have any questions or concerns about any of the services or facilities in Computing Science. Contact IST »

Phones and Live Chat are available Monday - Friday, 07:30 – 18:00.

Problem Reporting

If you need to report an urgent problem, please phone the IT Service Desk (780-492-8000), 7:30 a.m. - 6 p.m. Alternately, if the matter does not require immediate attention, contact IST.

Remember to include the following, as completely and accurately as possible:

  • A description of the problem - more details are better than too few.
  • All error messages.
  • What machine you had the problem on and which lab the problem seems to occur in. It is helpful to mention whether it is only your computer that is having problems or the problem affects the entire lab.
  • If applicable, tell us where the pertinent files are located or point us to a sample file that causes the problem to occur.

Holiday Service

During holiday periods, such as Christmas and Easter, the availability of the help desk services will vary from the norm. For these periods expect to see this page updated with the appropriate information.

Special Needs

Be sure to contact us to discuss your situation and how we can help. Please also be aware that Accessibility Resources is a campus-wide office dedicated to improving accessibility for all students.

After Hours Support for the Department of Computing Science

Emergency (callback) support for extended hours by the Department of Computing Science (through IST)

  • No extended hours on Dec 25th

24 hour emergencies with callback

  • If there is a computer security breach or web page defacement this is a 24 hour emergency

Extended hours emergencies with callback

  • The main network (main router, server switches and main connection to IST backbone) is down

  • The main research and instructional firewalls are down or the instructional firewalls on the windows labs are down

  • A user is unable to authenticate

  • The departmental instructional file servers are down

  • The departmental home directory file servers are down

  • The vpn service is unavailable

  • The secure document service is unavailable

  • The administrative database service, docsdb, is unavailable or not working properly (ie students cannot submit assignments via astep)

  • The teaching database service is unavailable

  • The main department web pages or web pages for changing passwords are not available