Author Archives: Mary Backus

Issue with Network Drives on Windows

A problem occurred on June 25th that caused Windows computers to temporarily lose their network drive mapping when logging in. We have researched what may have caused this issue, and believe we have fixed it. Please call or email the Helpdesk (helpdesk@middlebury.edu) if you see any problem with your network drives the next time you login to your computer.

Some slowness in network server access expected today

We’re seeing an abnormally high level of traffic between our storage systems across data centers. The result of this is the user community will occasionally see slow data transfers. E.g. Opening or saving files to the network, retrieving email, mounting shared drives, etc… We expect to reach normal levels within the next 24 hours.

Alert Regarding New Phishing Emails

We have been alerted to some new phishing emails which have been received here at Middlebury. One example is:

Subject: (IRS) Identity Protection
To:
Internal Revenue Service.
Your 2014 1098-T tax Form is now available electronically on Banner Self-Service.

Update your IRS E-file immediately, click here to –
For your protection, this link would expire in six hours.

These messages are NOT legitimate. Please do NOT click on the provided link or disclose any information to the Google form linked to from the message. These messages can be very cleverly disguised, but we will NEVER ask for any identification information via email, so always remain wary of any such email. More information is available at http://go.middlebury.edu/phish

New Helpdesk Tracking System

Library and Information Services is pleased to introduce our new incident tracking system Web Help Desk. You can now submit incident tickets through the web, check on the status and history of your technology issues, and access a knowledgebase of known issues and troubleshooting steps to resolve common issues.
You can access Web Help Desk through your computer or mobile device. You can still call the Helpdesk at x2200, or email helpdesk@middlebury.edu to receive assistance. With Web Help Desk, if your issue is not resolved right away, you will be able to track its progress, and add notes to it at any time.
You can access Web Help Desk on any LIS webpage where you see this:
request_help
or at http://www.go.middlebury.edu/whd. Log into Web Help Desk using your Middlebury network credentials.

As we solve issues in this new system, we are creating a knowledgebase of frequently asked questions and solutions. These FAQs appear on the ticket submission screen, and may help you solve your most common issues without even needing to submit a ticket.
We hope you find this new service allows us to resolve your technology issues more quickly, and allows you to keep track of the status of your technology requests more conveniently.