Changes for page Helpdesk
Last modified by Jonas Jelten on 2025/02/04 15:02
To version 3.1
edited by Aysegül Omus
on 2023/03/01 13:04
on 2023/03/01 13:04
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... ... @@ -1,12 +1,11 @@ 1 1 = Welcome to the RBG-Helpdesk! = 2 2 3 -== {{html wiki="true"}} 4 -<span class='WYSIWYG_COLOR ' style='color:Navy'>What kind of assistance do we offer?</span> 5 -{{/html}} == 3 +== {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>What kind of assistance do we offer?</span>{{/html}} == 6 6 7 7 The [[Rechnerbetriebsgruppe>>https://www.in.tum.de/rbg/startseite/]] (RBG) maintaines the infrastructure of the Faculties of Computer Science and Mathematics and provides IT-Support for them. The Helpdesk is the first point of contact for questions to the RBG. 8 8 9 9 Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, which includes 8 + 10 10 * the workspaces in the Rechnerhalle 11 11 * the workspaces in the offices 12 12 * the Xerox-Printers ... ... @@ -13,11 +13,12 @@ 13 13 * WLAN-problems within the Uni-Network 14 14 * VPN-Connection to the TUM 15 15 * set up of the RBG certificate 16 -Furthermore the helpdesk maintains two websites. The Wiki [[wiki. in.tum.de>>%SCRIPTURL{"view"}%/]] and the Knowledge Database [[kb.in.tum.de>>https://kb.in.tum.de/questions/]] which are continuously updated. Many answers for common questions can be found quickly in those articles.15 +Furthermore the helpdesk maintains two websites. The Wiki [[xwiki.rbg.tum.de>>%SCRIPTURL{"view"}%/]] and the Knowledge Database [[kb.in.tum.de>>https://kb.in.tum.de/questions/]] which are continuously updated. Many answers for common questions can be found quickly in those articles. 17 17 18 18 On voluntary basis, and depending on our work amount, we try to answer other questions regarding private systems, to provide a good study and work environement for students and staff. 19 19 20 20 But we are not responsible for 20 + 21 21 * viruses 22 22 * hardware damage 23 23 * data transfer ... ... @@ -25,34 +25,36 @@ 25 25 26 26 Questions regarding central IT-Services like TUMOnline are the responsibility of the [[IT-Support>>https://www.it.tum.de/it-support/]]. 27 27 28 -== {{html wiki="true"}} 29 -<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span> 30 -{{/html}} == 28 +== {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span>{{/html}} == 29 + 31 31 * E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de 32 32 * Telephone: 089 289 18018 33 33 * Our [[Location>>Informatik.Helpdesk.HelpdeskStandort]] 34 34 35 -== {{html wiki="true"}} 36 -<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span> 37 -{{/html}} == 34 +== {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span>{{/html}} == 38 38 39 39 Monday - Friday 08:00 - 18:00 Uhr. 40 40 41 -{{id name="BlackBox" /}} 42 -= __{{html wiki="true"}} 43 -<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span> 44 -{{/html}}__ = 38 +{{id name="BlackBox"/}} 45 45 40 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>{{/html}}__ = 41 + 46 46 Everything that has to do with [[BlackBoxen>>Informatik.Benutzerwiki.BlackBox]] and the filesystem. 47 47 48 48 == 1.1. Remote == 49 49 50 50 === 1.1.1. [[Ssh Access>>Informatik.Helpdesk.Ssh]] === 47 + 51 51 === 1.1.2. [[Ssh Login without password>>Informatik.Helpdesk.Ssh||anchor="OpenSSHKey"]] (SSH Key set up) === 49 + 52 52 === 1.1.3. [[Data transfer between Rechnerhalle and a private Computer>>Informatik.Helpdesk.DatenTransfer]] (Certificate, Pictures etc.) === 51 + 53 53 === 1.1.4. [[Run programms so they don't terminate at the logout>>Informatik.Helpdesk.ProgrammeBeimLogoutNichtBeenden]] === 53 + 54 54 === 1.1.5. [[Remote Desktop Access>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/RemoteDesktop]] === 55 + 55 55 === 1.1.6. [[Remote Desktop Access (Windows)>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/WindowsRemoteSupport]] === 57 + 56 56 === 1.1.7. [[RStudio Server>>Informatik.Benutzerwiki.RStudioServer]] === 57 57 58 58 == 1.2. On site == ... ... @@ -67,14 +67,12 @@ 67 67 68 68 === 1.2.5. [[Teamviewer installieren>>Informatik.Helpdesk.Teamviewer]] === 69 69 70 -{{id name="AccounT" 72 +{{id name="AccounT"/}} 71 71 72 72 73 73 74 74 75 -= __{{html wiki="true"}} 76 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Account</span> 77 -{{/html}}__ = 77 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ = 78 78 79 79 == 2.1. RBG (in.tum/ma.tum/cit.tum) == 80 80 ... ... @@ -107,180 +107,193 @@ 107 107 === 2.2.2. [[Personal Identification Number (PIN) for TUMonline >>Informatik.Helpdesk.Pinfuertumonline]] === 108 108 109 109 === 2.2.3. [[Reset Password for LRZ-Credentials>>Informatik.Helpdesk.Lrzpasswortaenderung]] === 110 + 110 110 === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] === 111 111 112 -{{id name="EmaiL" 113 +{{id name="EmaiL"/}} 113 113 114 114 115 115 116 -= __{{html wiki="true"}} 117 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. E-Mail</span> 118 -{{/html}} 117 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ = 119 119 119 += 3.1. RBG (in.tum/ma.tum/cit.tum) = 120 120 121 - 122 - 123 - 124 -== 3.1 RBG (in.tum/ma.tum/cit.tum) ==__ = 125 - 126 126 All informations about hosting and set up of RBG mail addresses. 127 127 128 128 === 3.1.1. [[How do i set up my RBG e-mail account?>>Informatik.Helpdesk.IntumMatumEmail]] === 124 + 129 129 === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] === 126 + 130 130 === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>Informatik.Helpdesk.MailserverAbsenderbeschraenkung]] === 128 + 131 131 === 3.1.4. [[How do I set up the LDAP address book?>>Informatik.Helpdesk.Citldap]] === 130 + 132 132 === 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] === 133 -=== 3.1.6. [[Shared Folder (gemeinsames Postfach)({{html wiki="true"}} 134 -<span class='WYSIWYG_COLOR ' style='color:Navy'>Informatik</span> 135 -{{/html}})>>Informatik.Helpdesk.Sharedfolder]] === 136 -=== 3.1.7. [[Function Address ({{html wiki="true"}} 137 -<span class='WYSIWYG_COLOR ' style='color:Navy'>Mathematik</span> 138 -{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] === 132 + 133 +=== 3.1.6. [[Shared Folder (gemeinsames Postfach)({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Informatik</span~>{{/html}})>>Informatik.Helpdesk.Sharedfolder]] === 134 + 135 +=== 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] === 136 + 139 139 === 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] === 138 + 140 140 === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] === 141 141 142 -== 3.2. TUM (LRZ) </u>==141 +== 3.2. TUM (LRZ) == 143 143 144 144 === 3.2.1. [[How to set up an e-mail account?>>Informatik.Helpdesk.TumEmail]] === 144 + 145 145 === 3.2.2. [[TUM Exchange>>Informatik.Helpdesk.TumExchange]] === 146 146 147 147 === 3.2.3. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] === 148 + 148 148 === 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] === 149 149 150 -{{id name="ZertifikaT" 151 +{{id name="ZertifikaT"/}} 151 151 153 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ = 152 152 153 - 154 -= __{{html wiki="true"}} 155 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Certificates</span> 156 -{{/html}}__ = 157 - 158 158 === 4.1. [[General Informations about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] === 156 + 159 159 === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] === 158 + 160 160 === 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] === 160 + 161 161 === 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] === 162 + 162 162 === 4.5. [[ Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] === 164 + 163 163 === 4.6. [[Set up Ldap server on your own Computer>>Informatik.Helpdesk.LdapZertifikate]] === 166 + 164 164 === 4.7. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] === 168 + 165 165 === 4.8. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] === 170 + 166 166 === 4.9. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] === 167 167 168 -{{id name="DruckeN" 173 +{{id name="DruckeN"/}} 169 169 175 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ = 170 170 171 - 172 - 173 -= __{{html wiki="true"}} 174 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Printing</span> 175 -{{/html}}__ = 176 - 177 177 All Information about the Xerox Printers. 178 178 179 179 == 5. General Information about the Xerox Printers == 180 180 181 -{{id name="DruckenStudenten" /}} 181 +{{id name="DruckenStudenten"/}} 182 + 182 182 == 5.1. Printing for Students == 183 183 184 184 === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] === 186 + 185 185 === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] === 188 + 186 186 === 5.1.3. [[Printing Thesis, Seminar, etc>>Informatik.Helpdesk.Printer]] === 190 + 187 187 === 5.1.4. [[Scan to USB-Stick with the XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxScannerUSBStick]] === 188 188 189 -{{id name="DruckenMitarbeiter" 193 +{{id name="DruckenMitarbeiter"/}} 190 190 191 191 == 5.2. Printing for Employees (Followme/Ucentral/Directprint) == 192 192 193 193 === 5.2.1. [[FollowMe: Driverinstallation and set up>>Informatik.Helpdesk.Followmeeinrichten]] === 198 + 194 194 === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] === 200 + 195 195 === 5.2.3. [[Xerox-Printer Card registration>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] === 202 + 196 196 === 5.2.4. [[Collect your prints from Xerox Work Centre 7835 >>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerDruckAbholen]] === 204 + 197 197 === 5.2.5. [[Copy with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] === 206 + 198 198 === 5.2.6. [[Print from USB-Stick with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerUSBStick]] === 208 + 199 199 === 5.2.7. [[Scan to USB-Stick with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxScannerUSBStick]] === 210 + 200 200 === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] === 201 201 202 -{{id name="SoftwareBezug" 213 +{{id name="SoftwareBezug"/}} 203 203 204 204 205 205 206 -= __{{html wiki="true"}} 207 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Ordering Software</span> 208 -{{/html}}__ = 217 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ = 209 209 210 210 All information about ordering Software within the master contracts (Matlab, Microsoft, uws.). 211 211 212 212 == 6.1. Matlab == 222 + 213 213 === 6.1.1. [[Matlab Rights overview>>Informatik.Helpdesk.MatlabBerechtigung]] === 224 + 214 214 === 6.1.2. [[Ordering Matlab, License etc. (Students/Employees)>>Informatik.Helpdesk.MatlabInstallieren]] === 226 + 215 215 === 6.1.3. [[Ordering Matlab, License etc.(Guests) >>Informatik.Helpdesk.MatlabInstallierenGast]] === 216 216 217 217 == 6.2. Studisoft (www.studisoft.de) == 230 + 218 218 === 6.2.1. [[Rights overview (Office Professional (Office 365)/Microsoft Imagine/Think-cell/Ms Campus>>Informatik.Helpdesk.Studisoft]] === 232 + 219 219 === 6.2.2. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] === 220 220 221 221 == 6.3. Microsoft Azure Dev Tools for Teaching (Students / Employees) == 236 + 222 222 === 6.3.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] === 238 + 223 223 === 6.3.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] === 224 224 225 225 == 6.4. MS Campus EES (Employees) == 226 -=== 6.4.1. [[General informations for MS Campus EES (Kms) >>Informatik.Helpdesk.Mscampus]] === 227 -=== 6.4.2. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.Anleitungfuermscampus]] === 228 -=== 6.4.3. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] === 229 229 230 -== 6.5. Office Professional (Office 365) (Students) == 231 -=== 6.5.1. [[General informations for Office365>>Informatik.Helpdesk.Office365]] === 232 -=== 6.5.2. [[Instructions for Office 365>>Informatik.Helpdesk.Anleitungfueroffice365]] === 243 +=== 6.4.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] === 233 233 234 -== 6.6. Other software products == 235 -=== 6.6.1. [[Origin>>Informatik.Helpdesk.Origin]] === 236 -=== 6.6.2. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] === 245 +=== 6.4.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] === 237 237 238 -{{id name="NetzwerK" /}} 239 239 248 +== 6.5. Other software products == 240 240 250 +=== 6.5.1. [[Origin>>Informatik.Helpdesk.Origin]] === 241 241 242 -= __{{html wiki="true"}} 243 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Network / Internet</span> 244 -{{/html}}__ = 252 +=== 6.5.2. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] === 245 245 254 +{{id name="NetzwerK"/}} 255 + 256 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ = 257 + 246 246 All information about Network connections and Internet within the FMI Building. 247 247 248 248 == 7.1. Wlan == 261 + 249 249 === 7.1.1. [[WLAN (Eduroam)>>Informatik.Helpdesk.Wifi]] === 263 + 250 250 === 7.1.2. [[eduVPN>>https://doku.lrz.de/display/PUBLIC/VPN+-+eduVPN+-+Installation+und+Konfiguration]] === 251 -=== 7.1.3. [[VPN Chair ({{html wiki="true"}} 252 -<span class='WYSIWYG_COLOR ' style='color:Navy'>Employees only</span> 253 -{{/html}})>>Informatik.Helpdesk.Vpn]] === 254 254 266 +=== 7.1.3. [[VPN Chair ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees only</span~>{{/html}})>>Informatik.Helpdesk.Vpn]] === 267 + 255 255 == 7.2.Lan == 269 + 256 256 === 7.2.1. [[Using LAN-Cabel in the Rechnerhalle/FMI-Study rooms>>Informatik.Helpdesk.Lan]] === 271 + 257 257 === 7.2.2. [[Informatics Proxy>>Informatik.Helpdesk.Network]] === 258 -=== 7.2.3. [[Request an IP Address ({{html wiki="true"}} 259 -<span class='WYSIWYG_COLOR ' style='color:Navy'>Employees ONLY</span> 260 -{{/html}}) >>https://www.in.tum.de/rbg/fuer-mitarbeiter/internetzugang/#c11295]](Contact your Struktur-DB - administrator) === 261 261 262 -{{ idname="SonstigeS"/}}274 +=== 7.2.3. [[Request an IP Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees ONLY</span~>{{/html}}) >>https://www.in.tum.de/rbg/fuer-mitarbeiter/internetzugang/#c11295]](Contact your Struktur-DB - administrator) === 263 263 276 +{{id name="SonstigeS"/}} 264 264 278 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ = 265 265 266 -= __{{html wiki="true"}} 267 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Other</span> 268 -{{/html}}__ = 269 - 270 270 === 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] === 281 + 271 271 === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] === 283 + 272 272 === 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] === 285 + 273 273 === 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] === 287 + 274 274 === 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] === 289 + 275 275 === 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] === 291 + 276 276 === 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] === 277 277 278 278 295 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ = 279 279 280 -= __{{html wiki="true"}} 281 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Frequently asked questions</span> 282 -{{/html}}__ = 283 - 284 284 Instructions on how to fix common errors and problems. 285 285 286 286 === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] === ... ... @@ -288,12 +288,8 @@ 288 288 === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] === 289 289 290 290 304 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ = 291 291 292 - 293 -= __{{html wiki="true"}} 294 -<span class='WYSIWYG_COLOR ' style='color:Navy'>. Security</span> 295 -{{/html}}__ = 296 - 297 297 Instructions on how to fix malware problems 298 298 299 299 === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===