Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02
From version 2.1
edited by Aysegül Omus
on 2023/02/21 11:33
Change comment: There is no comment for this version
To version 1.1
edited by wikibot
on 2023/02/05 20:30
Change comment: Imported from foswiki

Summary

Details

Page properties
Author
... ... @@ -1,1 +1,1 @@
1 -XWiki.kahraman
1 +XWiki.wikibot
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1 1  = Welcome to the RBG-Helpdesk! =
2 2  
3 -== {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>What kind of assistance do we offer?</span>{{/html}} ==
3 +== {{html wiki="true"}}
4 +<span class='WYSIWYG_COLOR ' style='color:Navy'>What kind of assistance do we offer?</span>
5 +{{/html}} ==
4 4  
5 5  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.
6 6  
7 7  Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, which includes
8 -
9 9  * the workspaces in the Rechnerhalle
10 10  * the workspaces in the offices
11 11  * the Xerox-Printers
... ... @@ -12,12 +12,11 @@
12 12  * WLAN-problems within the Uni-Network
13 13  * VPN-Connection to the TUM
14 14  * set up of the RBG certificate
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.
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.
16 16  
17 17  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.
18 18  
19 19  But we are not responsible for
20 -
21 21  * viruses
22 22  * hardware damage
23 23  * data transfer
... ... @@ -25,36 +25,34 @@
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"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span>{{/html}} ==
29 -
28 +== {{html wiki="true"}}
29 +<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span>
30 +{{/html}} ==
30 30  * E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de
31 31  * Telephone: 089 289 18018
32 32  * Our [[Location>>Informatik.Helpdesk.HelpdeskStandort]]
33 33  
34 -== {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span>{{/html}} ==
35 +== {{html wiki="true"}}
36 +<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span>
37 +{{/html}} ==
35 35  
36 36  Monday - Friday 08:00 - 18:00 Uhr.
37 37  
38 -{{id name="BlackBox"/}}
41 +{{id name="BlackBox" /}}
42 += __{{html wiki="true"}}
43 +<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>
44 +{{/html}}__ =
39 39  
40 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>{{/html}}__ =
41 -
42 42  Everything that has to do with [[BlackBoxen>>Informatik.Benutzerwiki.BlackBox]] and the filesystem.
43 43  
44 44  == 1.1. Remote ==
45 45  
46 46  === 1.1.1. [[Ssh Access>>Informatik.Helpdesk.Ssh]] ===
47 -
48 48  === 1.1.2. [[Ssh Login without password>>Informatik.Helpdesk.Ssh||anchor="OpenSSHKey"]] (SSH Key set up) ===
49 -
50 50  === 1.1.3. [[Data transfer between Rechnerhalle and a private Computer>>Informatik.Helpdesk.DatenTransfer]] (Certificate, Pictures etc.) ===
51 -
52 52  === 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 -
56 56  === 1.1.6. [[Remote Desktop Access (Windows)>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/WindowsRemoteSupport]] ===
57 -
58 58  === 1.1.7. [[RStudio Server>>Informatik.Benutzerwiki.RStudioServer]] ===
59 59  
60 60  == 1.2. On site ==
... ... @@ -69,12 +69,14 @@
69 69  
70 70  === 1.2.5. [[Teamviewer installieren>>Informatik.Helpdesk.Teamviewer]] ===
71 71  
72 -{{id name="AccounT"/}}
70 +{{id name="AccounT" /}}
73 73  
74 74  
75 75  
76 76  
77 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
75 += __{{html wiki="true"}}
76 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Account</span>
77 +{{/html}}__ =
78 78  
79 79  == 2.1. RBG (in.tum/ma.tum/cit.tum) ==
80 80  
... ... @@ -107,200 +107,180 @@
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 -
111 111  === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] ===
112 112  
113 -{{id name="EmaiL"/}}
112 +{{id name="EmaiL" /}}
114 114  
115 115  
116 116  
117 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ =
116 += __{{html wiki="true"}}
117 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. E-Mail</span>
118 +{{/html}}
118 118  
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 +
121 121  All informations about hosting and set up of RBG mail addresses.
122 122  
123 123  === 3.1.1. [[How do i set up my RBG e-mail account?>>Informatik.Helpdesk.IntumMatumEmail]] ===
124 -
125 125  === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
126 -
127 127  === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>Informatik.Helpdesk.MailserverAbsenderbeschraenkung]] ===
128 -
129 129  === 3.1.4. [[How do I set up the LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
130 -
131 131  === 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] ===
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 -
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]] ===
137 137  === 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
138 -
139 139  === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] ===
140 140  
141 -== 3.2. TUM (LRZ) ==
142 +== 3.2. TUM (LRZ)</u> ==
142 142  
143 143  === 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 -
149 149  === 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
150 150  
151 -{{id name="ZertifikaT"/}}
150 +{{id name="ZertifikaT" /}}
152 152  
153 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
154 154  
155 -=== 4.1. [[General Informations about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] ===
156 156  
157 -=== 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
154 += __{{html wiki="true"}}
155 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Certificates</span>
156 +{{/html}}__ =
158 158  
158 +=== 4.1. [[General Informations about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] ===
159 +=== 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
159 159  === 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
160 -
161 161  === 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
162 -
163 163  === 4.5. [[ Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
164 -
165 165  === 4.6. [[Set up Ldap server on your own Computer>>Informatik.Helpdesk.LdapZertifikate]] ===
166 -
167 167  === 4.7. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
168 -
169 169  === 4.8. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
170 -
171 171  === 4.9. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
172 172  
173 -{{id name="DruckeN"/}}
168 +{{id name="DruckeN" /}}
174 174  
175 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ =
176 176  
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"/}}
182 -
181 +{{id name="DruckenStudenten" /}}
183 183  == 5.1. Printing for Students ==
184 184  
185 185  === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] ===
186 -
187 187  === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] ===
188 -
189 189  === 5.1.3. [[Printing Thesis, Seminar, etc>>Informatik.Helpdesk.Printer]] ===
190 -
191 191  === 5.1.4. [[Scan to USB-Stick with the XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxScannerUSBStick]] ===
192 192  
193 -{{id name="DruckenMitarbeiter"/}}
189 +{{id name="DruckenMitarbeiter" /}}
194 194  
195 195  == 5.2. Printing for Employees (Followme/Ucentral/Directprint) ==
196 196  
197 197  === 5.2.1. [[FollowMe: Driverinstallation and set up>>Informatik.Helpdesk.Followmeeinrichten]] ===
198 -
199 199  === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] ===
200 -
201 201  === 5.2.3. [[Xerox-Printer Card registration>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
202 -
203 203  === 5.2.4. [[Collect your prints from Xerox Work Centre 7835 >>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerDruckAbholen]] ===
204 -
205 205  === 5.2.5. [[Copy with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] ===
206 -
207 207  === 5.2.6. [[Print from USB-Stick with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerUSBStick]] ===
208 -
209 209  === 5.2.7. [[Scan to USB-Stick with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxScannerUSBStick]] ===
210 -
211 211  === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] ===
212 212  
213 -{{id name="SoftwareBezug"/}}
202 +{{id name="SoftwareBezug" /}}
214 214  
215 215  
216 216  
217 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ =
206 += __{{html wiki="true"}}
207 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Ordering Software</span>
208 +{{/html}}__ =
218 218  
219 219  All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).
220 220  
221 221  == 6.1. Matlab ==
222 -
223 223  === 6.1.1. [[Matlab Rights overview>>Informatik.Helpdesk.MatlabBerechtigung]] ===
224 -
225 225  === 6.1.2. [[Ordering Matlab, License etc. (Students/Employees)>>Informatik.Helpdesk.MatlabInstallieren]] ===
226 -
227 227  === 6.1.3. [[Ordering Matlab, License etc.(Guests) >>Informatik.Helpdesk.MatlabInstallierenGast]] ===
228 228  
229 229  == 6.2. Studisoft (www.studisoft.de) ==
230 -
231 231  === 6.2.1. [[Rights overview (Office Professional (Office 365)/Microsoft Imagine/Think-cell/Ms Campus>>Informatik.Helpdesk.Studisoft]] ===
232 -
233 233  === 6.2.2. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
234 234  
235 235  == 6.3. Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
236 -
237 237  === 6.3.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
238 -
239 239  === 6.3.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
240 240  
241 241  == 6.4. MS Campus EES (Employees) ==
242 -
243 243  === 6.4.1. [[General informations for MS Campus EES (Kms) >>Informatik.Helpdesk.Mscampus]] ===
244 -
245 245  === 6.4.2. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.Anleitungfuermscampus]] ===
246 -
247 247  === 6.4.3. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
248 248  
249 249  == 6.5. Office Professional (Office 365) (Students) ==
250 -
251 251  === 6.5.1. [[General informations for Office365>>Informatik.Helpdesk.Office365]] ===
252 -
253 253  === 6.5.2. [[Instructions for Office 365>>Informatik.Helpdesk.Anleitungfueroffice365]] ===
254 254  
255 255  == 6.6. Other software products ==
256 -
257 257  === 6.6.1. [[Origin>>Informatik.Helpdesk.Origin]] ===
258 -
259 259  === 6.6.2. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
260 260  
261 -{{id name="NetzwerK"/}}
238 +{{id name="NetzwerK" /}}
262 262  
263 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ =
264 264  
241 +
242 += __{{html wiki="true"}}
243 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Network / Internet</span>
244 +{{/html}}__ =
245 +
265 265  All information about Network connections and Internet within the FMI Building.
266 266  
267 267  == 7.1. Wlan ==
268 -
269 269  === 7.1.1. [[WLAN (Eduroam)>>Informatik.Helpdesk.Wifi]] ===
270 -
271 271  === 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]] ===
272 272  
273 -=== 7.1.3. [[VPN Chair ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees only</span~>{{/html}})>>Informatik.Helpdesk.Vpn]] ===
274 -
275 275  == 7.2.Lan ==
276 -
277 277  === 7.2.1. [[Using LAN-Cabel in the Rechnerhalle/FMI-Study rooms>>Informatik.Helpdesk.Lan]] ===
278 -
279 279  === 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) ===
280 280  
281 -=== 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) ===
262 +{{id name="SonstigeS" /}}
282 282  
283 -{{id name="SonstigeS"/}}
284 284  
285 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
286 286  
287 -=== 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] ===
266 += __{{html wiki="true"}}
267 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Other</span>
268 +{{/html}}__ =
288 288  
270 +=== 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] ===
289 289  === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
290 -
291 291  === 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
292 -
293 293  === 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
294 -
295 295  === 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
296 -
297 297  === 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
298 -
299 299  === 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
300 300  
301 301  
302 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ =
303 303  
280 += __{{html wiki="true"}}
281 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Frequently asked questions</span>
282 +{{/html}}__ =
283 +
304 304  Instructions on how to fix common errors and problems.
305 305  
306 306  === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
... ... @@ -308,8 +308,12 @@
308 308  === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
309 309  
310 310  
311 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ =
312 312  
292 +
293 += __{{html wiki="true"}}
294 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Security</span>
295 +{{/html}}__ =
296 +
313 313  Instructions on how to fix malware problems
314 314  
315 315  === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===