What we provide: Advice and support is available to staff and students to enable them to overcome difficulties in using IT equipment, accessing information or to help them to produce accessible materials. Support is available to individuals for a broad range of equipment that may be used to make IT more accessible. Advice is also available to help staff members produce accessible teaching resources

Accessibility Software & Hardware - Support is available for:

• Dyslexia Support, eg TextHelp Read and Write Gold, ClaroRead
• Screen Reading, eg Jaws, Supernova
• Screen Magnification, eg ZoomText, Claro Lightning
• Optical Character Recognition for the creation of accessible documents
• Speech Recognition, eg Dragon Naturally Speaking, Dragon Dictate
• Mind Mapping, eg Freemind, Inspiration, Mind Genius
• Windows PC and Apple Mac advice
• Ergonomic Equipment, eg keyboards, mice, screen risers
• Ergonomic Furniture
• Audio Recording Devices
• Handheld Devices, such as portable scanners, handwriting capture
• Magnification and CCTV systems, desktop and handheld
• Automatic Document Readers, eg Kurzweil, Intel Reader
• Hearing Loop Systems and Radio Aids

What we expect:
Students with disabilities should contact the University Disabilities Office.
Disabled Student's Allowance funding may be available through Student Finance England or your relevant Funding Council, and the Disabilities Service can arrange an assessment for you.Staff should contact the ISS Service Desk, who will pass your request on to the ISS Disabilities Advisor

Advice & guidance: Can I get accessibility advice for using IT equipment and software? ~ What kinds of software can I get accessibility support for?

Available to: Staff, Students

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk . Students with disabilities should contact the University Disabilities Office

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Critical Periods: Beginning of academic year;

Service Owner: Rachel Fligelstone

Service Manager: Heath Boffey

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web Links: Accessibility Advice ~ Disability Service ~ Assessment Centre

 

Systems Supported:

Advice & guidance: How do I contact the ISS Service Desk?

Available to: Staff, Students

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Owner: Steve Bennett

Service Manager: Norm Patterson

Click on link to go to Lancaster Answers portal

Web Links: N/A

What we provide:

• AV Hire Equipment - Portable audio equipment (audio recording equipment, portable sound systems and video projectors)
• Digital Broadcasts - Live events ( live graduation webcast ) and on demand recordings
• Host media - LU media hosting for staff and studnts
• Lecture theatre training - One to one or group sessions ( Campus Lecture Theatre AV Instructions [PDF] )
• Video conferencing - equipment and training ( Video Conferencing facilities are available across campus. They include dedicated video conference suites and mobile video conference units. )
• Webcasts - ISS provides a webcasting service which allows events to be broadcast over the internet. These webcasts can be distributed either live or on demand. Live webcasts can be broadcast either within the boundary of the campus or off-site, viewable to anybody with a Flash enabled internet browser.

What we expect:

Equipment hire - Contact the ISS Service Desk to make a booking

Video conferencing - ISS also offer training on organising and running video conferences for groups of users or on a one to one basis. See when the next training session is -ISS Courses.Or contact the ISS Service Desk to arrange a session. Prior to a call the following information should be requested of all other participants in a video conference call: IP address , Time of call , Host venue.

Booking webcast service assistance - If you are planning on recording an event yourself and wish ISS to host the media files for streaming on demand then please refer to the Host Media section of this webpage which gives instructions.If you wish to host a live event then please contact the ISS Service Desk who will be able to put you in contact with the appropriate team within ISS to discuss your requirements.

Advice & guidance: What audio video equipment can I hire? ~ How do I hire audio video equipment? ~ How do I book a video conference call? ~ What Video Conferencing Facilities available on campus? ~ How do I book training on using audiovisual equipment in campus lecture theatres?

Available to: Staff , Students

Systems Supported: Video Conferencing, Hosted Media

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Critical Periods: Beginning of academic year;

Service Owner: Chris Dixon

Service Manager:

Click on link to go to Lancaster Answers portal

Web Links: Digital technology services

What we provide:

Tools to enhance teaching and learning - on-line coursework submission, module evaluation, and computer based assessment.

Advice & Guidance: How do I submit coursework?

Available to: Staff, Students,

Systems Supported:Turnitin, LUMES, Question Mark Perception

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Owner: Lynn Gamble

Service Manager: Tim Ellis

Click on link to go to Lancaster Answers portal

Web Links: LUVLE

 

What we provide: ePortfolio system enabling students to record and share reflections on their learning

What we expect:

Advice & Guidance:

Available to: Staff, Students,

Systems Supported: Mahara

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Owner: Lynn Gamble

Service Manager: David Harrison

Click on link to go to Lancaster Answers portal

Web Links: Moodle Support Website ~ demos, lab sessions and consultation sessions

What we provide: The Student portal is an online gateway to information and services related to a student's academic studies.

What we expect:

Advice & Guidance:

Available to: Staff, Students,

Systems Supported: Student Portal

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Owner: Lynn Gamble

Service Manager: David Harrison

Click on link to go to Lancaster Answers portal

Web Links:

What we provide: Moodle will replace LUVLE as the standard VLE supported by ISS from September 2012.

Moodle is a Virtual Learning Environment (VLE) widely used in schools, FE and HE. You can use Moodle to distribute course materials to your students in much the same way as you used LUVLE. Moodle also offers many additional features and so is an effective tool to support your distance and online courses.  For example, you can use activity modules (such as forums, databases and wikis) to build richly collaborative communities of learning around your subject matter, as well as delivering content to students and assessing learning using integrated assignments and quizzes.

What we expect: Vvisit the Moodle Support Website for information about how your course materials will be transferred into Moodle from LUVLE. You can also download user guides to Moodle and find out about demos, lab sessions and consultation sessions scheduled during the summer.

Advice & Guidance:

Available to: Staff, Students,

Systems Supported: Moodle, Sakai, LUVLE Archive

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Owner: Lynn Gamble

Service Manager: David Harrison

Click on link to go to Lancaster Answers portal

Web Links: Moodle Support Website ~ demos, lab sessions and consultation sessions

 

What we provide: Majordomo is a program which automates the management of Internet mailing lists. Commands are sent to Majordomo via electronic mail to handle all aspects of list maintenance. Once a list is set up, virtually all operations can be performed remotely by email, requiring no intervention upon the postmaster of the list site.

Here's a short list of some of the features of Majordomo:

• Supports various types of lists, including moderated
• All list management activities are handled by email, so list owners don't need access to Majordomo server machine
• Supports archival and remote retrieval of messages
• Supports digests
• Modular design - use only the features you need
• Written in Perl - easily customizable and expandable
• Includes support for FTPMAIL
• Supports confirmation of subscriptions, to protect against forged subscription requests
• List filters, based on header or body regular expressions

Advice & guidance: How do I monitor membership of a Majordomo mailing list? ~ How do I change my Majordomo password? ~ How do I approve or decline a subscription request for a Majordomo list? ~ How do I create a custom LUSI list?

Available to: Staff, Students

Systems Supported: Majordomo

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Owner: Steve Bennett

Service Manager:

Click on link to go to Lancaster Answers portal

Web Links: Majordomo mailing lists ~ LUSI mailing lists, ~ Majordomo support

 

What we provide: Live@edu is Microsoft's cloud based email platform especially for education. Live@edu offers larger mailboxes and a richer email experience. Mobile devices and push mail are supported. The system also offers customisable calendars and integration with multiple email accounts allowing you to organise your academic life here at Lancaster. A variety of new services are also available from Microsoft on this platform including instant messaging services, office applications and storage space. All email communication from Lancaster University will be sent to your Lancaster University Live@edu email account.

What we expect: For full details see Live@edu Terms & Conditions -

Suspension/Termination of Email Accounts:
Your account may be suspended or terminated if you use it to: break the law; send unsolicited messages (“Spam”) - this may also happen if your account has been compromised through you accidentally responding to a phishing email; let anyone else use your Live@edu account; breach University rules; damage, or attempt to damage the Live@edu service in any way;

Available to: Undergraduate students

Advice & Guidance: How do I log into Live@edu for the first time? ~ Does Skydrive in Live@edu replace my H: drive? ~ Does Live@edu work on Mac and Linux? ~ What's the difference between my Windows Live login ID and my Live@edu email address?

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: Microsoft Live@edu

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days 

At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00

Critical Periods: Beginning of academic year; end of each term; admissions week

Service Owner: Steve Bennett

Service Manager: Ian Cannings

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web Links: live@ feedback form,~ Live@ FAQs~ Live@T&Cs ~ Live@edu information

What we provide:

Members of Lancaster University have access to filestorage on a 'central filestore server' which is available to all networked computers. On 'Managed' Office PCs this is 'pre-connected' as the H:drive. Files stored in your H:drive folder are automatically backed up daily. In the event of a hardware failure, your data is secure if it is more than 24 hours old. For total security, important files less than 24 hours old should be copied to CD, DVD or floppy disk. Your H:drive can only be read by you.

Users of non-managed PCs or PCs/Macs connected via various other networks will have to connect 'manually'

What we expect:

Please be aware that:

• there is no 'Recycle Bin' on network drives, e.g. H:drive. This means that files you delete from network drives cannot be retrieved; they will not be retained or appear in the main Recycle Bin on the C:drive of your PC.

On PC Lab PCs and staff 'Managed XP PCs':

• save your work on to your central filestore (or on to floppy disk/USB memory stick).
• NEVER save your work onto a Lab PC's 'local' hard disk (also known as the 'C:drive'). The Lab PCs' local disks are reserved for the system software and all other files are deleted regularly.

Connecting to Your H: drive from Off Campus

Before you can connect your H:drive you need your number. If you don't know your folder number, follow the link below:

Click here to find your H:Drive Folder Number, then follow RETURN...

For example, the user 'Jo Bloggs' (username is 'bloggsj') discovers that:

• their folder number to be 42
• folder number 42 is in the 'Number Range' 40 - 60.
• the H:Drive location of Jo Bloggs is: \\homes3\42\bloggsj

Advice & guidance:What is my personal filestore? ~ How do I connect to my H: drive using Snow Leopard? ~ How do I connect to my H: drive using Windows? ~ How do I connect to a departmental filestore?

Available to: Students, Staff

Systems Supported: Personal Filestore,

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Availability: 24 hours - 7 Days 

At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00

Critical Periods: Beginning of academic year

Service Owner: Steve Bennett

Service Manager: Norm Patterson

Click on link to go to Lancaster Answers portal

Web Links: Personal Filestore ~ Departmental Filestore,

What we provide: The University's Interactive Unix Service (IUS) provides a UNIX facility for students and departments whose needs, in the areas of study, research, development and teaching, are not best served by the University's Microsoft based services.

The IUS also acts as a front-end to the other UNIX-based services provided by the University. A wide range of software is installed on the system.

Advice & guidance: What is the Interactive Unix Service (IUS)? ~ What software is available on the IUS?

Available to: Staff, Students

Systems Supported: Interactive Unix Service (IUS)

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Availability: 24 hours - 7 Days 

At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00

Critical Periods: Beginning of academic year

Service Owner: Steve Bennett

Service Manager: Norm Patterson

Click on link to go to Lancaster Answers portal

Web Links: Interactive Unix Service (IUS) ~ IUS software

 

What we provide:

• User Account support for staff and students and visitors
• User Authentication and Authorisation - Authentication verifies that a user is who they say they are. Authorisation determines if they are permitted access to a resource.
• Account Lifecycle Management - ensures that IT Accounts  are created and deleted as required.
• Advice and guidance on the use of Co-Sign to provide single sign-on for University applications

What we expect:

It’s essential that you protect the privacy and security of your IT Account. The following should help you to do so:

• Choose a secure password and keep it safe.
• Never give your password to anyone else.
• ISS staff will never ask for your password over the phone or by email.
• Log out of computers in PC labs when you’ve finished using them.
• Protect your own PC by updating your operating system and software.
• Be aware of threats, including viruses and ID theft.
• Only open email attachments when you know who they are from.
• Don’t send your username and/or password details out in emails.
• Minimise the amount of personal information you put on social networking sites.
• Be aware of unsolicited emails (spam) and attempts to dupe you into providing private information (scams and phishing).

Available to: Staff, Students, Visitors

Advice & Guidance: What does my University IT username and password give me access to? ~ How do I change or re-set my computer account password? ~

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: GroupMan, MyAccount , Active Directory, LDAP, Co-Sign, Shibboleth

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00

Critical Periods: Beginning of academic year;

Service Owner: Steve Bennett

Service Manager: Brian Green

Business Service Director: Nick Burd

Lancaster Answer Solutions:

Click on link to go to Lancaster Answers portal

Web Links: MyAccount ~ Co-sign information

What we provide: A laptop loan service run by the ISS Service Desk (located in the Learning Zone) provides students access to laptops for use within the Learning Zone. To get a laptop go to the ISS Service Desk and request one. You will need your Library card and have no outstanding Library fines to borrow a laptop.

What we expect: Follow the Laptop Loan Rules

• This service is for LU students only - Only students currently studying at Lancaster University can borrow a laptop.
•   Laptops are loaned out between 09.30 and 16.00 hours.
•  Laptops must be returned no later than 16.30 on the day the laptop is loaned out.
  
•  A £5 charge (under the Library fine process) will automatically be generated for late returns.
•  Laptops not returned on the issue day will be regarded as stolen. After receiving an email warning to return the laptop you will be charged for the full purchase price to replace the laptop.
•  Due care must be taken to secure and protect laptops from accidental damage or theft whilst in your possession. 
•  Laptops must not be removed from the Learning Zone.
•  Laptops must not be left unattended.
•  If Library fines remain unpaid your Library account will automatically be suspended and you will no longer have access to services such as the Laptop Loan Service or be able to take out books from the Library.

Note: ISS reserve the right to withhold loans from users who abuse this service

Advice & guidance: How do I contact the ISS Service Desk? ~ What and where is the Learning Zone? ~ How do I book a pod in the learning Zone?

Available to: Students

Systems Supported: Windows Laptop loans for students

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Availability: 9am to 4pm

At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00

Critical Periods: Beginning of academic year

Service Owner: Chris Dixon

Service Manager: Patrick Montague

Click on link to go to Lancaster Answers portal

Web Links: Windows Laptop loans for students

What we provide: iLancaster is a free mobile application for students, providing Lancaster University applications and services via mobile devices. Users can get personal information, such as their course timetable and the staus of their library account; real-time information, such as the availability of computers in PC Labs, bus times for local services, and availability of washers/dryers in Laundry rooms on campus; access to other University services, such as Library catalogue search and staff contact details; and a range of other information, such as the locations of rooms and buildings on campus, and information about University services and facilities.

iLancaster is available as a dedicated app for iOS (iPhone, iPad and iPod Touch), Android, BlackBerry, and there is a web-based version for other mobile devices which have web-browsing capability. The app has been developed for students, but is also available for staff to use.

What we expect: By using this service you agree to adhere to the policies and guidelines of Lancaster University. For full details see the Computer User Agreement and the Rules of the University

Available to: Students , Staff

Advice & guidance: Can I use the iLancaster mobile app on my phone? ~ How do I install the iLancaster mobile app on iPhone or iPad?

Systems Supported: iLancaster on iPhone, Android and Blackberry operating systems

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days

At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00

Peak Periods: Beginning of academic year

Service Owner: Chris Dixon

Service Manager: Brian Green

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web links: iLancaster

Systems Supported: PASS, VPN, Network Points

Advice & guidance: How do I connect to my office PC from home using remote desktop? ~ What is VPN ~ How do I connect to VPN using Snow Leopard?~ What and when are the IT 'Network at Risk' periods? ~ I'm a visitor - how do I get access to the campus network? ~ Requesting a voucher for a visitor to get access to the University network

Available to: Staff, Students, Visitors

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Owner: Craig MacDonald

Service Manager: Norm Patterson

Click on link to go to Lancaster Answers portal

Web Links: Network information ~ Remote access

What we provide: ISS do not have any specific support for Apple Macintosh computers, but do operate a 'best efforts' policy. What this means is that we will try to make as many facilities compatible with Apple products as we can and will offer as much support as we are able to. Some ISS staff use Apple computers, but most are not Apple experts and we may not be able to answer all of your questions or fix your problems.

What we expect: ISS support is limited and you may need to sort out some problems on your own or through user groups or forums

• Some software may not be available
• You may struggle to access some ISS facilities

Advice & guidance: How to I configure Apple Mail to access Microsoft Exchange? ~ How do I connect to my H: drive using Mac Snow Leopard? ~ How do I connect to WiNet (wireless network) using a Mac?

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: Mac Desktops Mac OS X and above

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability:Mon - Fri (excl. holidays) 09:00 to 17:00

Peak Periods: Beginning of academic year

Service Owner: Graeme Hughes

Service Manager: Heath Boffey

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web links: Mac Support

 

What we provide: ISS provide the following lab facilities:

• Barker House A58- 6 PCs
• Bowland North A64*- 26 PCs
• Bowland North A65*- 26 PCs
• County North A44- 24 PCs
• Engineering A37- 10 PCs
• Faraday A205*- 28 PCs
• Faraday A39- 42 PCs
• Grad College Lab- 24 PCs
• Library- 214 PCs
• LUMS A1*- 39 PCs
• LUMS EGA008- 51 PCs
• Pendle Lab- 10 PCs

Note- PC Labs marked * are sometimes 'booked out' for teaching purposes.

What we expect:
The following rules are in place to ensure everyone's comfort in using the lab facilities. Anyone failing to follow these rules will be denied access to computer facilities.

• Smoking, eating and drinking are NOT permitted in the lab.
• Do NOT load any software onto machines in PC labs.
• Computers are for academic use, NOT for playing games.
• If you are NOT working, give way to anyone waiting to work.
• Do NOT unplug PCs from the network or use network points with laptops.
  

Available to: Staff, Students

Advice & guidance: Where are the PC labs on campus? ~ How do I provide feedback about PC labs? ~ How do I change the screen resolution of a monitor in a PC lab?

Systems Supported: PC labs - Windows and Mac platforms

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days for most labs. Access by library card out of hours - Follow this link to see available PCs across campus

Peak Periods: Term time and during exams

Out of Hours Support: N/A

Service Owner: Chris Dixon

Service Manager: Patrick Montague

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web links: Software installed on PC labs ~ PC availability in labs

 

What we provide: In response to student demand and requests to provide more than the free ISS support for ResNet,ISS provide a charged for service giving students and staff access to cost effective PC support. Using existing university partnerships to maintain close links with suppliers and University IT support will ensure excellent value for money compared to commercial offerings. ISS will continue to provide FREE support for ResNet connection issues and University owned equipment.

The Workshop is an environmentally aware Lancaster University owned PC sales and service store, focused on student and staff. Services include:

• PC Sales and Support
• Computer Health Checks / Tune Up
• Virus and Spyware scan and removal
• Mobile Phone setup
• Laptop rentals
• Software Installation
• File Recovery
• Computer Rebuilds
• Backup and Recovery
• Recycling Service (eligible equipment may include discounts or cash back options)

What we expect: We are also open to suggestions, so any service we don't have, please let us know and we will do our very best to accommodate you!

Available to: Staff, Students

Advice & guidance: Where can I get my computer fixed?

Service Requests & Fault Reporting: The Workshop, County Main, Tel: 01524 510040, Email: theworkshop@lancaster.ac.uk

Systems Supported: The Workshop -Windows, Mac, UNIX

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: Mon - Fri (excl. holidays) 09:00 to 17:00

Peak Periods: Beginning of academic year

Out of Hours Support: Email

Service Owner: Chris Dixon

Service Manager: Patrick Montague

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web links: The Workshop

 

What we provide: Printers are connected to the network in every ISS computer lab and in the Library. If you are using a PC that is connected to the network (in a lab, office, or in your residence room) you can use these printers, in the same way that you would use a printer attached directly to your computer.

However, before you can use the printers you must have a Lancaster University computer account as we can only accept prints across the network. Users should also note their printer budget must have the necessary credit in order to print.

More information on using the ISS printers can be found by following the links below:

• Paying for printouts
• Cancelling a print job (you might want to do this if there is a problem with the printer you've sent your job to)
• Changing a default printer (you might want to do this if you have a lot of jobs to print)
• Duplex Printing
• Installing network printers
• Printer Locations
• Printing from a Mac
• Problems with printing (you sent a job but only an error sheet was printed)
• Using printers (including charges)

Advice & guidance:. How do I check my print budget? ~ How much does printing cost on campus? ~ How do I top up my print credit?

Available to: Staff, Students, Visitors

Systems Supported: Windows Printing

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days for most labs,

At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for the University network.

Peak Periods: Beginning of academic year, exam time

Service Owner: Steve Bennett

Service Manager: Norm Patterson

Click on link to go to Lancaster Answers portal

Web Links: Windows Printing ~ PC labs

 

What we provide: ResNet is the network available in student rooms, providing access to most Internet and campus network services, such as e-mail, personal filestore and departmental resources. You can track your monthly quota usage in the My ResNet area; view your ResNet account details, contact telephone numbers and associated notes; view configuration instructions and "How-To" guides for the most commonly used applications and download free software and useful tools.

What we expect: For full information see ResNet Terms & Conditions -

ResNet Acceptable Use Regulations - You must comply with the Lancaster University Rules, in particular the Computer User Agreement . You must configure your computer to obtain a network (IP) address automatically.In the interests of maintaining network reliability, only one computer should be connected to your network connection at any one time. You must have up-to-date Anti-Virus software installed on your computer at all times and apply the latest security-related patches and updates to your computer.

ResNet Fair Usage Regulations - These regulations are designed to ensure a fair amount of bandwidth is available for all users of ResNet and that no one is able to consume more than their fair share. ISS will provide a reasonable amount of bandwidth per month to each user of ResNet comparable to the limits imposed by many Internet Service Providers. Details of the current allowance can be found at: https://resnet.lancs.ac.uk/quota.

Available to: Students

Advice & guidance: How do I connect to ResNet ? ~ What is ResNet? ~ What operating systems can be used on ResNet? ~ What is ResNet Fair Usage Policy? ~ Can I connect more than one device to ResNet?

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: ResNet, PASS, VPN, Network Points

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days

At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access;Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.

Peak Periods: Beginning of academic year

Service Owner: Craig MacDonald

Service Manager: Richard du Feu

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web Links: ResNet, ResNet FAQs

What we provide: LancasterAnswers is a searchable online information portal providing access to information (Solutions) about using IT and Student Based Services at Lancaster University, based on an underlying knowledge management system. A large number of additional IT Solutions have been provided by the software supplier. Users login to LancasterAnswers and search for answers to questions using keywords or natural language; the results that are listed can be refined using filters. Users can save Solutions as Favorites and can see a list of the most viewed Solutions; they can print out Solutions, provide feedback, and can email useful Solutions to other users. Some Solutions are designated to be visible to University staff only, and there is a guest portal to enable non-University users to access relevant information. A mobile version of LancasterAnswers is available as a feature within the iLancaster mobile app. ISS provides advice and guidance to departments on the use of LancasterAnswers, and implements supplier updates and improvements.

What we expect: End users of LancasterAnswers are expected to feedback on missing or incorrect solutions using the provided feedback mechanisms and provide feedback using the “was this solution helpful” icons to enable the provision of a better service for users. Departments and other areas using Lancaster Answers to provide solutions are expected to keep their solutions up-to-date and accurate, follow guidelines on the authoring of solutions and on the use of LancasterAnswers, respond to user feedback on solutions or general feedback in a timely manner and notify ISS of any issues reported or experienced when using the system.

Available to: Students , Staff

Advice & guidance: About Lancaster Answers ~ How to: Decide whether your department should put information into LancasterAnswers (staff only)

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: Right Answers

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days

At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00

Peak Periods: Beginning of academic year

Service Owner: Chris Dixon

Service Manager: Dave Bleasdale

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web Links: Accessibility (Using Jaws) - how to navigate the Modal windows used for solutions.

 

What we provide: Supportworks ITSM Enterprise ITIL service desk software, helps the service desk make the transition from supporting IT services and technology, to supporting business services and enabling the business to meet its goals. Supportworks software provides combination of call management automation, functionality and flexibility, delivering an IT support system.

What we expect: Staff and students to report IT problems via the ISS Service Desk

Available to: Students , Staff

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: Hornbill Supportworks Enterprise

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days

At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00

Peak Periods: Beginning of academic year

Service Owner: Chris Dixon

Service Manager:

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web Links:

 

What we provide: ISS purchase and maintain a number of site licences for a range widely used software e.g. SPSS. The 'conditions of use' vary from pachage to package. ISS provides access to, and installation instructions for, each site licenced package. We also provide access to a range free software and provide guidence on purchasing some commercial software licences.

What we expect: Users of site licenced software should ensure that they comply with the terms of the relevant site licence agreement.

Available to: Students , Staff

Advice & guidance: What software can I install on my home PC? ~ How do I install site licensed software? ~ How do I get Microsoft software at a discounted price to use on my home PC?

Service Requests & Fault Reporting:ISS Service Desk - Phone: 01524 5 10987 or Email:ISS Service Desk

Systems Supported: Licensed Software ~ Staff - software shop

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days for downloadable software, Mon - Fri (excl. holidays) 09:00 to 17:00 for CD/DVD based software

At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00

Peak Periods: Beginning of academic year

Service Owner: Chris Dixon

Service Manager: Dave Bleasdale

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web links: Licensed Software,- Staff - software shop , - Students - software discounts

 

What we provide: The ISS Service Desk provide support for installing and using basic packages such as Microsoft Office. For more specific packages e.g. SPSS, the ISS Service Desk provide support for installing the software.

What we expect: If you have an issue with a peice of software you should contact the ISS Service desk with full details of the issue including who you are, the software and the location of the computer.

Available to: Staff, Students

Advice and guidance: What software is available for use on University computers? ~ How do I install site licensed software? ~ How do I install software on a Managed Windows PC?

Systems Supported: e.g. Maple, Matlab, Microsoft Office, Microsoft Windows, SAS, SPSS,

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability:24 hours -7 Days for downloadable software, Mon - Fri (excl. holidays) 09:00 to 17:00 for CD/DVD based software

At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00

Peak Periods: Beginning of academic year

Service Owner: Chris Dixon

Service Manager: Dave Bleasdale

Business Service Director: Nick Burd

Click on link to go to Lancaster Answers portal

Web links: Software

What we provide: Maintenance, support and training for audio/video equipment used in Teaching Spaces ( Lecture Theatres and Seminar Rooms).

We offer group and one to one training in the use of equipment installed in centrally time tabled rooms. Contact the ISS Service Desk to arrange a session. 

[PDF] - download the instructions for using the AV equipment in lecture theatres. Campus Lecture Theatre AV Instructions

Click here for more details on staff training courses.

Advice & guidance: How do I book training on using audio visual equipment in lecture theatres

Available to: Lecturers, Facilities, Students, Visitors

Systems Supported: Lecture Theatres, Seminar Rooms, Meeting Rooms

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: Building opening hours

Service Owner: Chris Dixon

Service Manager:

Click on link to go to Lancaster Answers portal

Web Links: Lecture Theatre training

 

What we provide: We provide training and advice to students on the effective use of IT at Lancaster University. Areas supported include:

• Microsoft Office Specialist certification
• Using Office applications for academic purposes

Training is offered in a variety of formats, depending on the topic:

• Taught sessions, classroom based
• Online learning
• Drop in workshops

What we expect: ISS training have the following expectations from those who attend training:

• To book sessions online at www.lancs.ac.uk/iss/training
• To attend booked sessions
• To provide feedback on training requirements and training sessions

We expect to have a minimum of 5 people for any training session and may cancel sessions that do not meet the minimum booking requirement.

Advice and guidance:What IT training is available for students ~ Microsoft Qualifications (MOS)

Available to: Students

Service requests and fault reporting:

For student session information and booking: www.lancs.ac.uk/depts/iss/training/student/studentcourse.html
For Microsoft Office Specialist (MOS) certification information: www.lancs.ac.uk/depts/iss/training/MOS/
To enquire about training suitability: iss-training@lancaster.ac.uk
All other enquiries can be made through the ISS Service Desk

Systems Supported:Windows, Mac (limited support)

Service Support Hours: Monday to Friday, 9am – 5pm (excl. holidays).

Service Availability: Monday to Friday, 9am – 5pm (excl. holidays)

Click on link to go to Lancaster Answers portal

Web Links: The ISS Training web pages are available from: www.lancs.ac.uk/iss/training/
This includes links to the following:

• Training for students: www.lancs.ac.uk/depts/iss/training/student/
• Training guides and hand outs: www.lancs.ac.uk/depts/iss/training/documents/
• Microsoft Office Specialist Qualification: www.lancs.ac.uk/depts/iss/training/MOS/
• ELearning (links to Microsoft short step by step guides and videos): www.lancs.ac.uk/depts/iss/training/Elearning/

What we provide: You can apply for a webpage/webspace if you are a member of the University (and have an IT Account) in any of the following categories:

• Staff
• Postgraduate student
• Undergraduate student
• Students' Union Society

To apply for a webpage/webspace complete the online Registration form

If you want a webpage/webspace for one of the following categories email a request to the ISS Service Desk

• Academic Department or Faculty
• Research Centre or Unit
• University or College Administration
• University Arts, Recreation or anything similar

Advice & guidance: Can I have my own personal webspace? ~ How do I access the web directory of my webspace?

Available to: Staff, Students

Systems Supported: University web spaces, Drupal CMS, Wordpress, IIS/Tomcat

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Service Owner: Steve Bennett

Service Manager:

Click on link to go to Lancaster Answers portal

Web Links: ISS central web service

 

What we provide: WiNet is Lancaster University's wireless network service.

You can use WiNet to access the University's network using a WiFi enabled computer, smartphone or tablet device in WiNet-enabled areas (see coverage below).

eduroam is used at Lancaster to provide secure wireless access for staff, students and visitors. eduroam is the secure, world-wide roaming access service developed for the international research and education community. It enables students, researchers and staff from participating institutions to obtain secure Internet connectivity across campus and when visiting other participating institutions by simply opening their laptop or activating their smartphone or other portable device. You can use eduroam to access the Internet at Lancaster, and at hundreds of other institutions.

Advice & guidance: How do i connect to WiNet (Wireless Network) on your iPad ~ What is WiNet? ~ How to: Connect to WiNet (Wireless Network) using Mac OSX ~ How do I connect my Kindle to WiNet? ~ How do I connect to WiNet (Wireless Network) using Windows 7

Available to: Staff, Students, Visitors

Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk

Systems Supported: Eduroam, Lancaster network, XNet

Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00

Service Availability: 24 hours - 7 Days

At Risk Periods:At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access; Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.

Service Owner: Craig MacDonald

Service Manager: Paul Boyd

Click on link to go to LancasterAnswers portal

Web Links: WiNet - the campus wireless network ~ WiNet Campus Coverage