Task reassigned to Courtney Carlson.

****This is an email****

Hi Kathy,

Below is some info on what we were talking about 
on the phone this afternoon. Maybe it can help 
you with your trouble logging into the terminal 
server. I got it from: 
http://www.wou.edu/ucs/faq/remotedesktop.php 

I still have your Service Request number 23600 
open and made a memo that you still needed help 
because it still was not connecting for you. 
Maybe this info can help until a tech is able to 
get in touch with you.

Courtney Carlson
Service Request Desk
University Computing Services


--------------------------------

OK, I've got the remote computer set up on campus 
(or I'm using the terminal server), so what do I 
do to connect to it from home?

[Shown in email is all the info online under this 
header]
 

I just get an error that says I can't connect! 
How do I make it work?

[Shown in email is all the info online under this 
header]

Status changed to: Waiting for Contact

this was still completed, she most likely does not
know where to look for it, (ie there is know
shortcut) I will take a look when she gets in.

machine delivered.

****This is an email****
Kathryn,

Your machine is done I left you a voice mail.
there should be no need for a replacement at this
point, sorry that I left work early because I was
not feeling well that is why you did not get a
replacement machine.

Thanks,

Myron

ghosting it now.

Kathy called:
Myron took Kathy's machine for work and she needs 
a loaner asap. She was gone when he took it and 
needs to do work right away. She can do it with 
just her usb is she had a loaner. Please contact 
right away.
Nothing is on her C drive, and she "DOES GIVE 
MYRON PERMISSION" to go ahead with the work.

Task reassigned to Alex Ichinoe.

called left a vm telling her the situation and
that I did not find any documents on the HDD itself.

gave it a new nic, same result, I am going to back
up documents if any then ghost her machine.

called no one home.

Myron was working with her on Friday and said 
that "her network card blew up." He was already 
after hours and had to leave.

Friday she was able to get to her flash and work. 
Now frozen on "Preparing network connections..." 
THen was able to get into her machine.  FF 
woudn't load pages. Is going to try IE but can't 
find it on her machine. Cannot connect to H. 
Cannot work.

I told her Myron was out today and that's why he 
likely hadn't heard from anyone. Then she 
mentioned her call noted in last memo. I told her 
I would reassign it to ucs tech instead of Myron 
so that if a different tech could get to it, they 
would. She said she felt like she was forgotten.

She called back again, saying she will leave the 
error messages up on the screen.

Status changed to: Waiting for Contact

****This is an email****
Sorry we have been down in mod 104 for pretty much
the last two days, the blue shield in the lower
right hand corner of your monitor, right-click
that and select 'open Sophos anti-virus' then run
'scan my computer'

Thanks,

Myron

she is panicking for no reason...

Wants help doing virus scan again for machine and 
usb. She is concerned there is something on the 
usb and she passes it back and forth with 
students who are doing research for her. She is 
worried she will pass a virus to machines they 
are using.

She is again getting the error message: windows 
security alart, computer might be at risk. click 
to install antivirus. 

At office till 5pm. 

running a scan to be safe cleared her internet
cache didn't come up again... but it is an adware
"Warning: you have a problem, Click here to fix it!"

heading over...

Task reassigned to Audrey Sundkvist.

****This is an email****
Hi Kathryn,

I came by to have a look at your machine. Thank
you for the notes. I installed, reinstalled, and
removed somethings to get your machine back into
working order. Here is a brief rundown of what I did:

1. Removed Google toolbar; many people end up with
toolbars unintentionally. Toolbars can be gateways
for malicious background software (also called
"malware") such as spyware, viruses, trojans and
the like.
2. Installed Mozilla Firefox browser; this is an
alternative internet browser. It can do everything
IExplorer can do, so you can use it to access
websites if IExplorer gives you problems in the
future.
3. Updated and Spybot Search & Destroy; this is an
anti-malware program that works very well.
4. Installed CCleaner; this software is a registry
cleaner, which means it cleans up and removes old
entries to your computer's registry. The registry
could be considered "the big filing cabinet" that
controls information about how to run programs for
your computer. Overtime the registry can become
cluttered with unused entries or old data.
5. Installed Revo Uninstaller to remove IExplorer;
integrated Windows software is hard to remove, but
Revo is an uninstalled program that is able to
remove Windows software. I wanted to remove
IExplorer so that I could reinstall it.
6. Reinstalled IExplorer and ran Windows updates.
7. Installed the newest version of Adobe Acrobat
Reader, QuickTime, and Java to avoid display or
compatibility issues.

I am heading over there. I called the secretary so
she'll let me in.

She said someone had stopped by and worked on her 
machine but is still having the same issues. She 
is now also unable to connect with Remote Desktop.

She is now trying to get into faculty Banner to 
post grades and such and she is being told there 
is a problem with the security certificate

"warning spyware detected. Your computer is 
infected with spyware. Do you want to scan your 
computer?"

This is the error she is getting and it happened 
directly after plugging in her USB drive. It 
keeps showing up but does not stop her from being 
able to work.