Staff

Overview

Many of EU’s technology resources are already available through your web browser, but there are a few that require a VPN to access from off-campus. Please remember everything you already know about handling sensitive information. Take extra care to ensure that you DO NOT save it on a personal computer or leave yourself logged into university resources on a shared computer.


Helpdesk

Please note: Getting everyone online to work from home will be a big job. Please be patient. Also, use the helpdesk. It lets us track progress and see where bottlenecks are.


The BEST way to get help is to use web helpdesk: https://whd.eastern.edu

Fill out the form completely, including name, phone number, email address and as much detail as you can give about the problem. If the issue is that you can’t access your eastern.edu email address, please include an alternate email address we can use to reach you.


You can also call 610.341.1726. This allows you to leave a message that will be transcribed into a helpdesk ticket. Leave a detailed description of the problem and contact info.


Sending an email to helpdesk@eastern.edu will also work. Again, please include all your contact information.


We will triage tickets. Priority will be given to those requests to establish remote access for teaching and University operations.


The worst way to get help is email Eric. He’ll just have to forward your request to the helpdesk, which puts you farther down in the queue.


Using Multiple Google Accounts

If you are working from home, you are probably logged into your personal GMail account. Make life easy on yourself. Add an additional person in your Chrome web browser. In the top right corner, you’ll see either your picture or your initials. Click there, and at the bottom, click add. This creates two browser sessions. It keeps your work and personal items separate AND it bypasses any login problems.

Phones

The new VOIP phone system has several features that make WFH easier. Some features require you to login to the portal. (https://hostedipphonesystem.net) Most of you have been able to login to the portal by now. If you are having trouble, please open a helpdesk ticket.

  • All of the user instructions for the new phone system are here: http://bit.ly/EU-VOIP-Instuctions

  • Call Twinning: You can set it up so that your desk phone will ring your home phone or cell phone. This can be toggled on and off in the portal. Please note: regular rates apply on your cell phone.

  • Voicemail:

    • You can check your voicemail from off-campus by calling your extension and pressing *. You don’t have to listen to yourself, you can press * right away and then enter your PIN.

    • By default, the new voicemail system sends a transcription of each call to your email. If it is turned off for you, check your voicemail settings in the portal. WFH fun: with transcription technology still in its infancy, you’ll enjoy trying to decipher things like: “I have a black box. Oh, and I'm getting another call box at eighteen.” Pro Tip: Scroll all the way to the bottom and click on the “Voice_Message.wav” attachment for the original recording.


Things that will just work

All of these EU websites work from any web browser, even off-campus:


Things that won’t just work

These resources are protected and require VPN to access. VPN means Virtual Private Network. It allows for your computer to connect to EU resources securely, as if you were on campus.

  • All network share drives \\dcd\Moses Share

  • All mapped drives, such as S:\ or U:\

  • Perceptive Content

If you need access to these things, please request a VPN install using this form: http://bit.ly/EU-VPNRequest


Online Learning

Faculty with questions about getting classes online should reach out to the Center of Teaching, Learning & Technology, brightspace@eastern.edu

If your webcam is broken or you don’t have one, open a helpdesk ticket. We have a supply of extras and will send one to you overnight.


Options for Online Discussions or Meetings:

  • Chat.google.com: Quick, primarily text-based discussions. You can include multiple team members or create a room. Easy file sharing.

  • Zoom.us: If you haven’t already, you can create an account using your @eastern.edu address that will let you host an online meeting that allows video meeting and screen sharing.

Instructional Documents

Here is a list of instructions for various tasks you may need to perform on your home computer in order to connect to ALL of the resources you will need from Eastern University. Special thanks to Terry Green and Nick Jospitre for creating / collecting a majority of these instructional documents.


Making the VPN Connection

As stated above you need to request VPN access, and be in compliance with the current VPN policy, before the instructions in this section will actually work. VPN access is not needed to access any of the resources students require, please refer to the Student's page of this website for more information about resources available to EU students.

  • Connecting via VPN using an EU-owned PC -- These instructions assume that the VPN software has already been installed on your EU-owned laptop.

  • Connecting via VPN using YOUR PC -- It is more secure and therefore preferred that you make a VPN connection with an EU-owned computer; but, desperate times call for desperate measures. These instructions also assume you are using a Windows 10 PC, and not a Mac.

  • Connecting via VPN using a MAC (EU-owned or otherwise) -- Again, we would prefer you to be using EU-owned equipment, but in a pinch, here is how you can connect a Mac (even one not owned by EU) to the VPN, provided you have been granted the appropriate permissions to use the VPN connection in the first place.


Mapping Network Drives

  • Mapping to the Moses Share via VPN -- The Moses Share network storage location is where most DEPARTMENTAL drives (usually S: or W:) exist. Note: This document starts with the very important task of turning on 'SMB v1.0' services, which is disabled by default on Windows 10 installs.

  • Mapping the U: Drive via VPN -- The U: drive is usually a person's PERSONAL network storage, not their 'Departmental drive.'