Help Desk, FAQs for Remote Campus

1. Where can I find the latest updates about the University's response to COVID-19?
   • The University has created a webpage to provide guidance and updates about the ongoing COVID-19 response. It can be found at covid19.illinois.edu.
     
     
2. I'm a faculty/staff member who needs to work remotely, where can I get the equipment I need?
   • Departmental IT staff is responsible for providing equipment to facilitate working remotely. Your department may have its own help desk to contact. Information for those units can be found here.
   • If you need assistance locating your department's IT staff, please contact the Technology Services Help Desk.
     
     
3. I can't get my University software or shared drives to work on my personal computer. Please help!
   • For faculty and staff: The Help Desk will try to help you to the best of our ability if you are experiencing issues with one of our services. We may need to refer you to your local IT, or in cases of software that isn't a University-provided service, we may refer you to the vendor.
   • For students: The Help Desk will try to help you to the best of our ability if you are experiencing issues with one of our services. We will refer you elsewhere if needed.
     
     
4. I'm new to teaching online, what are my options?
   • The Center for Innovation in Teaching and Learning (CITL) has prepared a website with resources discussing different online teaching options based on academic needs. This can be found at https://remote.illinois.edu/.
   • We also have an email support queue dedicated to assisting instructors in moving courses online, keepteaching@illinois.edu..
     
     
5. I need to use the VPN, where can I get help?
   • Not every University service requires VPN for use off-campus. We've prepared a list of services that require VPN at go.illinois.edu/usingvpn.
   • The VPN itself can be downloaded through the University WebStore.
   • Tech Services has guides for setting up the VPN with a variety of devices. You can find your specific device at go.illinois.edu/vpninstall.
     
     
6. How do I use the Remote Desktop Gateway?
   • Departmental IT is responsible for configuring their machines to work for Remote Desktop Gateway. Please see these instructions.
     
     
7. Can you help me with my Moodle course?
   • Moodle is not a Tech Services application, and it is run by ATLAS. You can contact Moodle support at atlas-tlt@illinois.edu.
     
     
8. I need help installing or running software I downloaded off the WebStore.
   • The WebStore has prepared a comprehensive installation guide for each of their offerings. These guides have detailed, step-by-step instructions including screenshots.
   • If you are still having issues with installation or using WebStore software, please reach out to webstore@illinois.edu..
     
     
9. Which online learning system should I use for my courses?
   • In general, we recommend pre-recording your lectures and publishing them with our Kaltura service, also known as Illinois Media Space. Please see our article on getting started with Kaltura.
   • If it's necessary that your lectures have a live interactive component, we offer the Zoom service.
   • CITL has created a number of detailed guides to address specific class needs. Please see CITL's guides and recommendations for moving your classes online.
   • Questions can be emailed to keepteaching@illinois.edu..
     
     
10. Where can I find more information about Illinois Media Space/Kaltura?
    • The Media Space team has created an article specifically for those who are brand new to the service.
    • Using Personal Capture
    • Uploading Media
    • Including PowerPoint slides in recordings
    • Integrating Media Space content with Compass2g
      
      
11. Where can I find more information about using Zoom?
    • Getting Started
    • Starting or Scheduling Meetings
    • Best Practices
    • Integration with Compass2g
      
12. Is there some kind of training I can attend?
    
    

• CITL is offering training sessions for both Kaltura and Zoom. They have a contact form located here or can be contacted at citl-info@illinois.edu.

    15. I have a non-technology question about COVID-19. Who do I talk to?

• Please see our article for other University contacts: Help Desk, Contacts for Non-Technology related COVID-19 Questions