Power Outage – Wednesday, July 12

Due to a malfunction, the Batavia campus of the college has lost power.

While there is power in some parts of the building currently (about noon), that may or may not last through the afternoon.

All Batavia campus classes are cancelled for Wednesday — both day and evening classes.

Employees should contact their supervisor; only essential personnel are to report. Campus center staff should contact their dean.

A message has been posted on Genesis (https://genesee.open.suny.edu) — that message will be removed when the power outage problems have been resolved. While Blackboard access should be stable, students who have “one time only” tests should not access the test until this is resolved.

This outage may last into the late afternoon. Updates will be made as they become available.

 

 

Internet Upgrade Service Monday, July 3, 8:00 AM – 6:00 PM

There is a planned upgrade to Internet hardware and software (Check Point Firewall) on Monday. This will impact wired access to the Internet in Batavia and all Campus Centers.

Systems impacted will be:

  • Self Service Banner (SSB)
  • Any sites supported at SUNY (i.e. Degree Works)
  • Library (including the catalog and journal databases)
  • Genesis and Blackboard. We are planning to route access to Genesis/Blackboard via a disaster site at our Dansville Campus. Access will only be available via wireless on campus OR from a non-GCC remote location.
  • E-Mail – messages inside the college will continue to flow. Incoming and outgoing messages (to addresses outside of Genesee.edu) will be queued up and delivered when Internet access is restored.
  • Genesee Website – external access to the website will point to a status page, stating that maintenance work is being performed. Internal access will work throughout the upgrade.

Most systems (except Banner Self Service (SSB), Library and the Genesee Website) should be accessible via wireless access (laptops or phones) as the wireless network will not be interrupted.

Banner INB users will receive a link that will allow for access to Banner outside of Genesis.

We will send out a message on Monday morning, to offer a status on where we are. If you encounter any issues or have any questions, please email the Help Desk (HelpDesk@genesee.edu).

If the upgrade concludes sooner than the anticipated schedule, we will send out a message.

Thank you for your patience.

Email messages

email-iconI guess I’m starting to sound cranky, but if I can’t complain to you, who can I complain to?  🙂

Another pet peeve…

If you (the generic ‘you’, not you personally, of course!) send me (or the help desk) an email asking a question or asking me to do something, I would think you would kinda watch your email a tad more closely, to see if I get back to you. I may not get back to you immediately (although I do that a lot), but usually within a couple of hours.

I’m pretty good about answering emails and a lot of time I have an answer for you or, often, another question. Sometimes I have to do the “do you mean…” or “do you want me to do A or B?” sorts of emails back at you. Until I have an answer, I can’t do anything.

When you send an email and then don’t answer my question back for two days, I have to figure it’s not as important as you made it sound in your initial request.

My current example is a student who asked the help desk for something that I need to fix. No problem, but I need to know something from the student first. The original question comes in on Friday morning and by Saturday noontime, there’s no response. Turns out the answer came in Saturday late afternoon. But, on Tuesday morning there’s a follow-up “I haven’t heard from you” not-quite-a-complaint. Sigh.

We all have that happen… the student who calls your office every 15 minutes wondering why you haven’t answered them, when you have like 3 classes back to back and you’ve barely been to the bathroom, much less had a chance to check your phone messages. I get it.

So… if you ask a question, you can usually expect an answer… that’s what I do, after all. Watch for it and make sure I’m not asking you a question back…

 

Blackboard Back Online!

Thanks to everyone for your patience.

Now. Let’s see if that’s fixed the problem.

First of all, clear cache. Yes, again. If you don’t know how, this is a good resource: https://kb.iu.edu/d/ahic

IF YOU HAVE ANY PROBLEMS: Send an email to helpdesk@genesee.edu — tell us what course, what you had problems doing, what test or assignment… details are helpful…

Calling the help desk won’t get any faster results… just send that email so we know what’s going on.

Hang in there… we’ll keep poking at it!

Blackboard Maintenance – Monday, October 5 – 5:00 pm

There have been known problems with Blackboard this past weekend into today. The most often reported problem has been about slow or no access to tests and assignments.

We are aware of the problem and are working on it. Those of you who reported problems were helpful to us in clearly communicating the problems to Blackboard technical support.

Blackboard technical support has recommended some changes be made to our system. We will spend the rest of the afternoon preparing to make those changes.

Blackboard will be unavailable TODAY (Monday) starting 5:00 pm for about an hour for maintenance.

Instructors have been informed about this work and the scope of the problem. Contact your instructor about what to do next.

Check the “Blackboard Tip of the Week” box on the My Courses page for updates. If Genesis is not available, check https://maryjane47.wordpress.com for updates.

Thank you for your patience.

–Mary Jane Heider

System Maintenance – Sunday, September 20 – 8 am to noon

patienceComputer Services will be performing routine system maintenance on Sunday, September 20 between 8:00 am and 12:00 noon.

During this time, ALL systems may be down. This includes and is not limited to:

  • college web site
  • Blackboard
  • faculty/staff email
  • Library
  • Banner / Banner Self Service

If you gain access to any of these systems before noon, you may be cut off without warning.

STUDENTS: Plan ahead! Download / print / organize your study materials before Sunday morning. We’re very aware that there are a number of students who need to accomplish work during this time. There are a lot of things you can do without access to Genesee systems! We’re only shutting down our little corner of the world, not the entire internet!

If you have questions, do ask! I’m willing to listen:  mjheider@genesee.edu

PS: For planning purposes, the remaining maintenance days for the Fall semester are Monday, October 12 and Saturday, November 28. Those will be all day outages, from 7 am to 5 pm.

If you need Technical Help, give this a try!

TiredThe week before and the week of the start of classes are the busiest times at the central help desk number! Save yourself the aggravation of being on hold or being asked to authenticate yourself, just to report a broken printer!

Try one of the following options:

  • Use the ticket system found here: http://www.genesee.edu/gcc/helpdesk/tickets/ — the template will help you answer all the questions we need to ask
  • Just send an email to helpdesk@genesee.edu
  • Problems logging in? Folk in Batavia are welcome to come to T212 (Computer Services office suite), especially for non-Banner login problems. We will reset non-Banner passwords on the spot!

Remember, the Central Help Desk phone really can’t help with the following, at any time, so calling will only get you a ticket, which you could have done yourself with any of the options above:

  • Banner INB passwords
  • Blackboard questions
  • Smart Classroom problems
  • Problems with office telephones
  • Questions about wireless access or wireless problems
  • Office computer hardware or software

Huh. Quite the list…

The Central Help Desk is good with student username and password issues. Let them do what they do best!

Questions? You know where I live! mjheider@genesee.edu

–Mary Jane