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]] ===