Changes for page Helpdesk
Last modified by Jonas Jelten on 2025/02/04 15:02
From version 3.1
edited by Aysegül Omus
on 2023/03/01 13:04
on 2023/03/01 13:04
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... ... @@ -1,11 +1,12 @@ 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 ... ... @@ -107,193 +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) == 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]] === 242 242 243 -=== 6.4.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] === 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]] === 244 244 245 -=== 6.4.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] === 234 +== 6.6. Other software products == 235 +=== 6.6.1. [[Origin>>Informatik.Helpdesk.Origin]] === 236 +=== 6.6.2. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] === 246 246 238 +{{id name="NetzwerK" /}} 247 247 248 -== 6.5. Other software products == 249 249 250 -=== 6.5.1. [[Origin>>Informatik.Helpdesk.Origin]] === 251 251 252 -=== 6.5.2. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] === 242 += __{{html wiki="true"}} 243 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Network / Internet</span> 244 +{{/html}}__ = 253 253 254 -{{id name="NetzwerK"/}} 255 - 256 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ = 257 - 258 258 All information about Network connections and Internet within the FMI Building. 259 259 260 260 == 7.1. Wlan == 261 - 262 262 === 7.1.1. [[WLAN (Eduroam)>>Informatik.Helpdesk.Wifi]] === 263 - 264 264 === 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]] === 265 265 266 -=== 7.1.3. [[VPN Chair ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees only</span~>{{/html}})>>Informatik.Helpdesk.Vpn]] === 267 - 268 268 == 7.2.Lan == 269 - 270 270 === 7.2.1. [[Using LAN-Cabel in the Rechnerhalle/FMI-Study rooms>>Informatik.Helpdesk.Lan]] === 271 - 272 272 === 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) === 273 273 274 - === 7.2.3. [[Request an IP Address ({{html wiki="true"}}<spanclass='WYSIWYG_COLOR ' style='color:Navy'~>Employees ONLY</span~>{{/html}}) >>https://www.in.tum.de/rbg/fuer-mitarbeiter/internetzugang/#c11295]](Contact yourStruktur-DB- administrator) ===262 +{{id name="SonstigeS" /}} 275 275 276 -{{id name="SonstigeS"/}} 277 277 278 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ = 279 279 280 -=== 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}}__ = 281 281 270 +=== 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] === 282 282 === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] === 283 - 284 284 === 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] === 285 - 286 286 === 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] === 287 - 288 288 === 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] === 289 - 290 290 === 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] === 291 - 292 292 === 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] === 293 293 294 294 295 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ = 296 296 280 += __{{html wiki="true"}} 281 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Frequently asked questions</span> 282 +{{/html}}__ = 283 + 297 297 Instructions on how to fix common errors and problems. 298 298 299 299 === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] === ... ... @@ -301,8 +301,12 @@ 301 301 === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] === 302 302 303 303 304 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ = 305 305 292 + 293 += __{{html wiki="true"}} 294 +<span class='WYSIWYG_COLOR ' style='color:Navy'>. Security</span> 295 +{{/html}}__ = 296 + 306 306 Instructions on how to fix malware problems 307 307 308 308 === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===