IT News

Curative Analysis: ‘Own IT’ for December 2019

The Curative Analysis team in IT is tasked with finding the causes of significant IT issues that affect campus. In this news update, we draw your attention to some of the problems being investigated or issues handled recently.

Android Mobility Print: Some clients are unable to submit jobs to MobilityPrint from mobile devices. They do not receive the email confirmation. They are also unable to release jobs at printers. This issue occurs only with some Google devices and newer versions of Android. IT is currently working with Ricoh to receive an update to fix this issue.

ShareLink on Catalina: The current ShareLink software for macOS cannot run on macOS Catalina. The last officially supported version of macOS is 10.13 (High Sierra). There is an updated piece of software, but it has not yet been packaged with the firmware. When the updated firmware is released from the vendor, IT staff will push the update to all conference rooms running ShareLink. As a workaround, IT can manually download the updated software from Extron’s site and send to users as needed.

Course Substitution: Users received error when attempting Course Substitution within myWCU.  Error:  Whoops, something went wrong! This issue was caused by the additional load on Advising Day.  IT staff resolved the problem be restarting the service and additional research will be conducted to determine further actions to prevent the issue from recurring.

VPN Pulse Secure: Some users receive an error message when trying to install Pulse Secure via vpn.wcu.edu or when connecting to vpn.wcu.edu/finance connection via the Pulse Secure client. IT is currently working to migrate campus from the Pulse Secure client to the new Global Protect client for VPN. Users who are experiencing the issue may contact the IT Help Desk to install the new Global Protect client. Once all groups have been migrated to Global Protect, we will end access to our current Secure Pulse VPN.

Personal Services Access: Personal Services access has been a known issue for some time in some K-12 schools, hospitals, and other government stations. Our Networking staff are currently working with the UNC System Office to explore options that could result in a solution that would fix this issue for anyone trying to connect from a military or similarly secured network.

December 2019 Problem Tickets: (Total 10)

Blackboard: 1
Internet: 1
Learning Spaces: 2
Mercury (H:) drive: 1
Outlook Web Access: 1
PawPrint: 2
ShareLink: 1
VCAT: 1

The Division of IT is committed to adopting a proactive, process-oriented approach to prevent problems before they arise. We will continue to keep you informed on our progress.

Contact the IT Help Desk 
Monday-Friday, 7:30 a.m. – 6:30 p.m. 
Closed weekends and university holidays 
Call: 227-7487 or 866-928-7487 (toll free) 
E-mail: ithelp@wcu.edu 
Log in: http://help.wcu.edu 
Visit the Technology Commons 
On the ground floor of Hunter Library 
For walk-up technology assistance for faculty, staff, and students 
See our hours at tc.wcu.edu