Wiki source code of Helpdesk
Last modified by Jonas Jelten on 2025/02/04 15:02
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1 | = Welcome to the ITO-Helpdesk! = | ||
2 | |||
3 | == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>What kind of assistance do we offer?</span>{{/html}} == | ||
4 | |||
5 | The [[IT Operations>>https://www.in.tum.de/rbg/startseite/]] (ITO) maintains the Faculties of Computer Science and Mathematics infrastructure and provides IT-Support for them. The Helpdesk is the first point of contact for questions to the ITO. | ||
6 | |||
7 | Mainly the helpdesk is responsible for problems with the hard- and software of the ITO, which includes | ||
8 | |||
9 | * the workspaces in the Rechnerhalle | ||
10 | * the workspaces in the offices | ||
11 | * the Xerox-Printers | ||
12 | * WLAN problems within the Uni-Network | ||
13 | * VPN Connection to the TUM | ||
14 | * set up of the ITO certificate | ||
15 | Furthermore, the helpdesk maintains two websites: the Wiki [[https:~~/~~/wiki.ito.cit.tum.de>>https://wiki.ito.cit.tum.de]] and the Knowledge Database [[kb.in.tum.de>>https://kb.in.tum.de/questions/]] which are continuously updated. Many answers to common questions can be found quickly in those articles. | ||
16 | |||
17 | Voluntarily, and depending on our work amount, we try to answer other questions regarding private systems, to provide a good study and work environment for students and staff. | ||
18 | |||
19 | But we are not responsible for | ||
20 | |||
21 | * viruses | ||
22 | * hardware damage | ||
23 | * data transfer | ||
24 | |||
25 | on private systems. | ||
26 | |||
27 | Questions regarding central IT services like TUMOnline are the responsibility of [[IT Support>>https://www.it.tum.de/it-support/]]. | ||
28 | |||
29 | == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span>{{/html}} == | ||
30 | |||
31 | * E-Mail: [[support@ito.cit.tum.de>>mailto:support@ito.cit.tum.de]] | ||
32 | * Telephone: 089 289 18018 | ||
33 | * Our [[Loca>>CIT.ITO.Docs.Guides.Helpdesk.HelpdeskStandort.WebHome]][[tion>>CIT.ITO.Docs.Guides.Helpdesk.HelpdeskStandort.WebHome]] | ||
34 | |||
35 | == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span>{{/html}} == | ||
36 | |||
37 | Monday - Friday 08:00 - 18:00 Uhr. | ||
38 | |||
39 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>{{/html}}__ = | ||
40 | |||
41 | Everything that has to do with [[BlackBoxen>>CIT.ITO.Docs.Services.BlackBox.WebHome]] and the filesystem. | ||
42 | |||
43 | == 1.1. Remote == | ||
44 | |||
45 | === 1.1.1. [[Ssh Access>>CIT.ITO.Docs.Guides.Helpdesk.Ssh.WebHome]] === | ||
46 | |||
47 | === 1.1.2. [[Ssh Login without password>>CIT.ITO.Docs.Guides.Helpdesk.Ssh.WebHome||anchor="OpenSSHKey"]] (SSH Key set up) === | ||
48 | |||
49 | === 1.1.3. [[Data transfer between Rechnerhalle and a private Computer>>CIT.ITO.Docs.Guides.Helpdesk.DatenTransfer.WebHome]] (Certificate, Pictures etc.) === | ||
50 | |||
51 | === 1.1.4. [[Run programs so they don't terminate at the logout>>CIT.ITO.Docs.Guides.Helpdesk.ProgrammeBeimLogoutNichtBeenden.WebHome]] === | ||
52 | |||
53 | === 1.1.5. [[Remote Desktop Access>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/RemoteDesktop]] === | ||
54 | |||
55 | === 1.1.6. [[Remote Desktop Access (Windows)>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/WindowsRemoteSupport]] === | ||
56 | |||
57 | === 1.1.7. [[RStudio Server>>Informatik.Benutzerwiki.RStudioServer]] === | ||
58 | |||
59 | == 1.2. On-site == | ||
60 | |||
61 | === 1.2.1. [[Log in to the computers>>CIT.ITO.Docs.Guides.Helpdesk.Einloggen.WebHome]] === | ||
62 | |||
63 | === 1.2.2. [[Re-install programms>>Informatik.Helpdesk.ZusaetzlicheSoftware]] === | ||
64 | |||
65 | === 1.2.3. [[Restoration of deleted data>>CIT.ITO.Docs.Guides.Helpdesk.DatenWiederherstellung.WebHome]] === | ||
66 | |||
67 | === 1.2.4. [[Change access rights for your home directory>>Informatik.Helpdesk.Zugriffsrechte]] === | ||
68 | |||
69 | === 1.2.5. [[Teamviewer installieren>>CIT.ITO.Docs.Guides.Helpdesk.Teamviewer.WebHome]] === | ||
70 | |||
71 | === 1.2.6. [[Install Dropbox on the black box >>Informatik.Benutzerwiki.DropBoxBlackBox]] === | ||
72 | |||
73 | |||
74 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ = | ||
75 | |||
76 | |||
77 | |||
78 | == 2.1. CIT (in.tum/ma.tum/cit.tum) == | ||
79 | |||
80 | Information on hosting an overview of your CIT account. | ||
81 | |||
82 | === 2.1.1. [[Account Information (Student/Coworker/Guest)>>CIT.ITO.Docs.Guides.Helpdesk.Account.WebHome]] === | ||
83 | |||
84 | === 2.1.2. [[Change the password of the CIT-Credentials>>CIT.ITO.Docs.Services.CIT-Account.PasswordChange.WebHome]] === | ||
85 | |||
86 | === 2.1.3. [[Find out the password of the CIT-Credentials>>CIT.ITO.Docs.Guides.Helpdesk.Passwortnachlesen.WebHome]] === | ||
87 | |||
88 | === 2.1.4. [[Reset the password of ITO-Credentials yourself / Activate the ITO Account>>CIT.ITO.Docs.Guides.Helpdesk.Passwortzurücksetzen.WebHome]] === | ||
89 | |||
90 | === 2.1.5. [[Reset password of the ITO-Credentials>>https://wiki.ito.cit.tum.de/bin/view/Informatik/Helpdesk/Passwortzurücksetzen#]] === | ||
91 | |||
92 | === 2.1.6. [[Change access rights for your home directory>>Informatik.Helpdesk.Zugriffsrechte]] === | ||
93 | |||
94 | === 2.1.7. [[Create your website>>CIT.ITO.Docs.Guides.Helpdesk.EigeneHomepage.WebHome]] === | ||
95 | |||
96 | === 2.1.8. [[My name has changed. Can I change my CIT credentials?>>CIT.ITO.Docs.Guides.Helpdesk.NamensAenderung.WebHome]] === | ||
97 | |||
98 | === 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>CIT.ITO.Docs.Services.CIT-Account.Extension.WebHome]] === | ||
99 | |||
100 | === 2.1.10. [[Request of in.tum/ma.tum/cit.tum Credentials for Non-Informatics / Non-Mathematics>>CIT.ITO.Docs.Services.CIT-Account.Application.WebHome]] === | ||
101 | |||
102 | == 2.2. TUM-Online (LRZ- Credentials) == | ||
103 | |||
104 | === 2.2.1. [[Apply for LRZ-Login for guests and external student assistants>>CIT.ITO.Docs.Guides.Helpdesk.Gastaccount.WebHome]] === | ||
105 | |||
106 | === 2.2.2. [[Personal Identification Number (PIN) for TUMonline >>CIT.ITO.Docs.Guides.Helpdesk.Pinfuertumonline.WebHome]] === | ||
107 | |||
108 | === 2.2.3. [[Reset Password for LRZ-Credentials>>CIT.ITO.Docs.Guides.Helpdesk.Lrzpasswortaenderung.WebHome]] === | ||
109 | |||
110 | === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>CIT.ITO.Docs.Guides.Mailaccount.WebHome]] === | ||
111 | |||
112 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ = | ||
113 | |||
114 | = 3.1. CIT (in.tum/ma.tum/cit.tum) = | ||
115 | |||
116 | All information about hosting and setting up CIT mail addresses. | ||
117 | |||
118 | === 3.1.1. [[How do I set up my CIT e-mail account?>>CIT.ITO.Docs.Services.E-Mail.CIT-Mail.WebHome]] === | ||
119 | |||
120 | === 3.1.2. [[Self-Service Portal: Forwarding, Vacation Message, other e-mail settings>>CIT.ITO.Docs.Guides.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz.WebHome]] === | ||
121 | |||
122 | === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>CIT.ITO.Docs.Guides.Helpdesk.MailserverAbsenderbeschraenkung.WebHome]] === | ||
123 | |||
124 | === 3.1.4. [[How do I set up the CIT LDAP address book?>>CIT.ITO.Docs.Services.E-Mail.LDAP Address Book.WebHome]] === | ||
125 | |||
126 | === 3.1.5. [[Shared folder in the CIT domain>>CIT.ITO.Docs.Services.E-Mail.SharedFolder.WebHome]] === | ||
127 | |||
128 | === 3.1.6. [[Shared Folder (gemeinsames Postfach)({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Informatik</span~>{{/html}})>>CIT.ITO.Docs.Services.E-Mail.SharedFolderIN.WebHome]] === | ||
129 | |||
130 | === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>CIT.ITO.Docs.Services.E-Mail.SharedFolderMA.WebHome]] === | ||
131 | |||
132 | === 3.1.8. [[CIT e-mail account after exmatriculation/ end of employment/ end of study>>CIT.ITO.Docs.Services.CIT-Account.Extension.WebHome]] === | ||
133 | |||
134 | === 3.1.9.[[Save the message as a .eml file>>CIT.ITO.Docs.Services.E-Mail.eml file.WebHome]] === | ||
135 | |||
136 | == 3.2. TUM (LRZ) == | ||
137 | |||
138 | === 3.2.1. [[How to set up an e-mail account?>>CIT.ITO.Docs.Guides.Helpdesk.TumEmail.WebHome]] === | ||
139 | |||
140 | === 3.2.2. [[TUM Exchange>>CIT.ITO.Docs.Guides.Helpdesk.TumExchange.WebHome]] === | ||
141 | |||
142 | === 3.2.3. [[TUM Address book>>CIT.ITO.Docs.Guides.Helpdesk.AddressBook.WebHome]] === | ||
143 | |||
144 | === 3.2.4. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>CIT.ITO.Docs.Guides.Mailaccount.WebHome]] === | ||
145 | |||
146 | === 3.2.5. [[Shared Mailbox at the TUM>>CIT.ITO.Docs.Guides.Helpdesk.Sharedmailbox.WebHome]] === | ||
147 | |||
148 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ = | ||
149 | |||
150 | === 4.1. [[General Information about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] === | ||
151 | |||
152 | === 4.2. [[Certificate request, download>>CIT.ITO.Docs.Services.Certificates.Client Certificate.Benutzerzertifikat.WebHome]] === | ||
153 | |||
154 | === 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Services.Certificates.Client Certificate.Wie kann ich ein Gruppenzertifikat beantragen?.WebHome]] === | ||
155 | |||
156 | === 4.4. [[ITO Certificate set up, extend>>CIT.ITO.Docs.Services.Certificates.Client Certificate.BenutzerZertifikateInstallieren.WebHome]] === | ||
157 | |||
158 | === 4.5. [[Export TUM/ITO certificate>>CIT.ITO.Docs.Services.Certificates.Client Certificate.Export of a user certificate.WebHome]] === | ||
159 | |||
160 | === 4.6. [[Set up the TUM/ITO certificate on a mobile device>>CIT.ITO.Docs.Services.Certificates.Client Certificate.Wie kann ich das CIT Zertifikat auf mobilem Gerät einrichten?.WebHome]] === | ||
161 | |||
162 | === 4.7. [[Digital signature with certificate>>CIT.ITO.Docs.Services.Certificates.Client Certificate.Wie erstelle ich eine digitale Unterschrift mit Zertifikat?.WebHome]] === | ||
163 | |||
164 | === 4.8. [[Validation of digital signature>>CIT.ITO.Docs.Guides.Helpdesk.DigitaleUnterschriftValidieren.WebHome]] === | ||
165 | |||
166 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ = | ||
167 | |||
168 | All Information about the Xerox Printers. | ||
169 | |||
170 | === 5. General Information about the Xerox Printers === | ||
171 | |||
172 | === 5.1. [[Printing in the Rechnerhalle with FollowMe>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] === | ||
173 | |||
174 | === 5.2. [[Print from USB-Stick with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerUSBStick]] === | ||
175 | |||
176 | === 5.3. [[Print from the web on Qpilot>>CIT.ITO.Docs.Guides.Helpdesk.Druckenucentral.WebHome]] === | ||
177 | |||
178 | === 5.4. [[Printing Thesis, Seminar, etc>>CIT.ITO.Docs.Guides.Helpdesk.Printer.WebHome]] === | ||
179 | |||
180 | === 5.5. [[Copy with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] === | ||
181 | |||
182 | === 5.6. [[FollowMe: Driver installation and setup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] === | ||
183 | |||
184 | === 5.7. [[Xerox-Printer Card registration>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] === | ||
185 | |||
186 | === 5.8. [[Collect your prints from Xerox Work Centre 7835 >>https://wiki.ito.cit.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerDruckAbholen]] === | ||
187 | |||
188 | === 5.9. [[Scan to USB-Stick with the XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxScannerUSBStick]] === | ||
189 | |||
190 | === 5.10. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] === | ||
191 | |||
192 | |||
193 | |||
194 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ = | ||
195 | |||
196 | **All information about ordering Software within the master contracts (Matlab, Microsoft, us.).** | ||
197 | |||
198 | == 6.1. Matlab == | ||
199 | |||
200 | === 6.1.1. [[Matlab rights overview>>CIT.ITO.Docs.Guides.Helpdesk.MatlabBerechtigung.WebHome]] === | ||
201 | |||
202 | === 6.1.2. [[Installing Matlab (Students/Employees/Guests)>>CIT.ITO.Docs.Guides.Helpdesk.MatlabInstallieren.WebHome]] === | ||
203 | |||
204 | == 6.2. Microsoft Azure Dev Tools for Teaching (Students / Employees) == | ||
205 | |||
206 | === 6.2.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>CIT.ITO.Docs.Guides.Microsoftazure.WebHome]] === | ||
207 | |||
208 | === 6.2.2. [[Instructions for Microsoft Azure portal products>>CIT.ITO.Docs.Guides.Helpdesk.AnleitungfuerMicrosoftAzure.WebHome]] === | ||
209 | |||
210 | == 6.3. MS Campus EES (Employees) == | ||
211 | |||
212 | === 6.3.1. [[Instructions for MS Campus EES products (Office and Windows) >>CIT.ITO.Docs.Guides.Helpdesk.AnleitungfuerMsCampus.WebHome]] === | ||
213 | |||
214 | === 6.3.2. [[Activate Telnet with Windows 7 and Windows 10>>CIT.ITO.Docs.Guides.Helpdesk.TelnetAktivieren.WebHome]] === | ||
215 | |||
216 | === 6.3.3. [[Iso Files / Burn images on DVD>>CIT.ITO.Docs.Guides.Helpdesk.Isobrennen.WebHome]] === | ||
217 | |||
218 | == 6.4. Other software products == | ||
219 | |||
220 | === 6.4.1. [[Information about software products on Studisoft and other TUM portals>>doc:CIT.ITO.Docs.Guides.Helpdesk.Infos über Softwareprodukte auf Studisoft .WebHome]] === | ||
221 | |||
222 | === 6.4.2. [[Adobe Pro>>CIT.ITO.Docs.Guides.Helpdesk.AdobePro.WebHome]] === | ||
223 | |||
224 | === 6.4.3. [[Origin>>CIT.ITO.Docs.Guides.Helpdesk.Origin.WebHome]] === | ||
225 | |||
226 | === 6.4.4. [[Thinkcell>>CIT.ITO.Docs.Guides.Helpdesk.Thinkcell.WebHome]] === | ||
227 | |||
228 | === 6.4.5. [[How can I install and configure SAP>>https://collab.dvb.bayern/pages/viewpage.action?pageId=67384557]] === | ||
229 | |||
230 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ = | ||
231 | |||
232 | **All information about Network connections and the Internet within the FMI Building.** | ||
233 | |||
234 | == 7.1. Wlan == | ||
235 | |||
236 | === 7.1.1. [[WLAN (Eduroam)>>Informatik.Helpdesk.Wifi]] === | ||
237 | |||
238 | === 7.1.2. [[eduVPN>>https://doku.lrz.de/display/PUBLIC/VPN+-+eduVPN+-+Installation+und+Konfiguration]] === | ||
239 | |||
240 | === 7.1.3. [[VPN Chair ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees only</span~>{{/html}})>>CIT.ITO.Docs.Services.VPN.WebHome]] === | ||
241 | |||
242 | == 7.2.Lan == | ||
243 | |||
244 | === 7.2.1. [[Using LAN-Cabel in the Rechnerhalle/FMI-Study rooms>>CIT.ITO.Docs.Guides.Helpdesk.Lan.WebHome]] === | ||
245 | |||
246 | === 7.2.2. [[Informatics Proxy>>CIT.ITO.Docs.Services.Proxy.WebHome]] === | ||
247 | |||
248 | === 7.2.3. [[Request an IP Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees ONLY</span~>{{/html}}) >>CIT.ITO.Docs.Services.VPN.WebHome]](Contact your Struktur-DB - administrator) === | ||
249 | |||
250 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ = | ||
251 | |||
252 | === 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] === | ||
253 | |||
254 | === 8.2. [[Big Blue Button>>CIT.ITO.Docs.Services.BigBlueButton.WebHome]] === | ||
255 | |||
256 | === 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>CIT.ITO.Docs.Guides.Helpdesk.AnleitungFuerBestellformular.WebHome]] === | ||
257 | |||
258 | === 8.4. [[Set Up Network drive >>CIT.ITO.Docs.Guides.Helpdesk.Netzlaufwerk (Shared Folder).WebHome]] === | ||
259 | |||
260 | === 8.5. [[Set Up Nextcloud Calendar>>CIT.ITO.Docs.Guides.Helpdesk.NextcloudKalender.WebHome]] === | ||
261 | |||
262 | === 8.6. [[The New Award Note (VGV>>CIT.ITO.Docs.Guides.Helpdesk.VGV.WebHome]]) === | ||
263 | |||
264 | === 8.7. [[Change the Samba-password (Access on User directory via Windows) >>CIT.ITO.Docs.Guides.Helpdesk.AendernSambaPW.WebHome]] === | ||
265 | |||
266 | === 8.8. [[Sieve rules for the e-mail-filtering>>CIT.ITO.Docs.Services.E-Mail.IntumEmailFilterregeln.WebHome]] === | ||
267 | |||
268 | === 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] === | ||
269 | |||
270 | === 8.10. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] === | ||
271 | |||
272 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ = | ||
273 | |||
274 | Instructions on how to fix common errors and problems. | ||
275 | |||
276 | === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>CIT.ITO.Docs.Guides.Helpdesk.Probleme.WebHome]] === | ||
277 | |||
278 | === 9.2. [[BlackBox login screen stops session >>CIT.ITO.Docs.Guides.Helpdesk.Probleme.WebHome]] === | ||
279 | |||
280 | = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ = | ||
281 | |||
282 | Instructions on how to fix malware problems | ||
283 | |||
284 | === 10.1. [[Ransomware: WannaCry>>CIT.ITO.Docs.Guides.Helpdesk.WannaCry.WebHome]] === | ||
285 | |||
286 | === 10.2. [[Windows Updates>>CIT.ITO.Docs.Guides.Helpdesk.LrzWSUSUpdate.WebHome]] === |