skip to content

IT Help and Support

University Information Services
 

20 July 2021: Please note that this is work-in-progress and is being tested with pilot groups, following which we expected it to be revised.

 

Read these instructions in full before you return to the workplace.

Whether IT equipment (laptops and desktop PCs) have been unused in the office or taken home and been reconfigured to work with different networks and user accounts (profiles) it is likely that some problems will come to light as you return to on-site working. These can result from:

  • Unused machines not being updated and patched for a long time.

  • Changes to IT infrastructure that have been introduced during lockdown, for example, changes affecting printer settings.

  • Files being saved locally on the device which may be deleted on return.

  • Conflicts arising from logging in and connecting differently while working remotely.

These instructions guide you through the steps you must take to prepare your PC or laptop for use once you are back in the office.

 

Before you return to the workplace – action required if you took your desktop PC or laptop home during lockdown

WARNING: Under a very specific set of circumstances, there is a risk that your PC or laptop will return to its pre-lockdown state when you return to work and first connect it to the office network using a network cable. If this happens, the files saved on your hard drive will be lost forever.

  • Check that any files you share with others are saved to a shared drive

  • Back up your Documents folder at a minimum to avoid losing important work files. You may also want to copy photos and other data that you would not want to lose.

Action required

  1. See Backing up your personal data to understand what data to back up.

  2. Back up your data to either:

  1. Apply Microsoft security updates

  • It is likely that your computer will not have been keeping up with Microsoft’s critical security updates. Connecting your computer to the University network without these patches presents a risk.

  • Depending on how long it was since the last updates were installed, this could require several hours of downtime. You can save time by installing the missing patches before you return to work.

    HOW TO: See How to apply Windows updates.

 

When you return to the workplace – action required if you DID take your PC or laptop home during lockdown

STOP! Have you backed-up your files?

DO NOT connect your University-managed PC or laptop to the University networks using a network cable unless you have already backed up the personal data saved on your hard drive (see above).

1. Connect your laptop or PC  with a network cable or the docking station and log in

If you have backed up your personal data, connect your PC or laptop to the ACN Network with a network cable and log in using your \CRSid profile username (for example, \abc123)

2. Apply Microsoft security updates

If prompted, wait for any missing Microsoft security update patches to be installed.

WARNING: This could take several hours to complete if your PC or laptop has not been connected to the ACN Network with a network cable during lockdown and needs to install over a year’s worth of patches.

 

When you return to the workplace – action required if you DID NOT take your desktop PC home during lockdown

1. Check your PC is where you expect it to be and is connected to the network

Your PC may have been moved or disconnected if your office was used for staff working in a socially distanced capacity, please check with your departmental administrator.

2. Apply Microsoft security updates

If prompted, wait for any missing Microsoft security update patches to be installed.

WARNING: This could take several hours to complete if your PC has not been connected to the ACN Network with a network cable during lockdown and needs to install over a year’s worth of patches.

 

Troubleshooting

Your UAS Desktop workspace has reverted to an older state

Issue: Your most recently cached profile has been overwritten with an out-of-date version downloaded from the server. Your personal files have been deleted.

Solution:

 

Printing problems

If you work on a University computer, the server that you use to print will have changed. See: How to update your printer server settings.

 

Your University Telephone interface is running slowly

Your phone’s software will not have been updated while you have been away, and you may find it is running slowly. Contact the UAS Service Desk for help (see below).

 

Where to find help

On site

There will be UIS staff on site to help you. [Details to follow.]

UIS Service Desk

Self-Service Portal and knowledge base (preferred)

If you need help before or after returning to work you can search our Knowledge Base for answers and if necessary, raise a support ticket via the Self-Service Portal (link opens in a new window).

By email (preferred)

Alternatively, you can email the UIS Service Desk at servicedesk@uis.cam.ac.uk. Please prefix the subject line of your email with 'RTW: ' to help us prioritise your enquiry.

By telephone – (01223 3)32 999

If you are able to use the Self-Service Portal or email, please do so instead of calling. This is likely to be a very busy time and we aim to keep our phone lines available for those with accessibility needs.

If you are unable to connect to the network, the phone number for the service desk is 01223 332 999 (external dialling) or 32999 (internal dialling). 

Service Desk opening hours

See: Contact us