Service Request Ticket

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CONTACT	Name	Bracy, Jennifer	Date	Nov 06, 2014 12:23 PM
	Department	Creative Arts	Phone	88534
	Location		Email	bracyj@wou.edu

SR INFO	Type		WOU #
	Priority		Equipment Type
	Status		Flagged
	Description	characters left

Computer	Edit WOU #	20101387 (opens in a new window)	Bldg/Room	SSC 217
	Service Tag		Description	Apple iMac, 27-inch 2.7GHz Quad-Core Intel Core i5
	Serial No.	SD25FW0A3DHJV	Location	Going to PDR
	CPU	Intel Core i5(2.7GHz Quade-core, 6MB L3)
	OS	MAC OS X 10.6 (Snow Leopard)	Software	Shipped with OS 10.6 but eligible for free upgrade to 10.7(see Tricia for details of licensing), bundled with iLife '11(Includes iPhoto, iMovie, iDVD, iWeb, and GarageBand), Microsoft Office 2011 for MAC from P0080905, Adobe Design Premium CS5.5 for MAC from P0080905, Installed Adobe CC2014 from FULL package like ITC210 lab NOV-2014 SR5525
	Wired NIC	C8:2A:14:35:3C:78
	Wireless NIC	E4:CE:8F:53:B5:15
	Bluetooth NIC	04:0C:CE:27:47:E2

TECHS	Submitted by	Alyssa Little	Contact	alittle11@wou.edu	88925
	Primary Technician		Contact	burgesonl@wou.edu	88955

Tracking

Entered by	Date	Memo
Lori Burgeson			Email Public
Entered by	Date	Memo
Lori Burgeson	Nov 18, 2014 12:22 PM	Status changed from (1) Pending to (5) Completed	Add Attachment
Lori Burgeson	Nov 18, 2014 12:22 PM	Imaged machine, added Jen as an admin user, installed scanner drivers and 210 printer and Ansel. Mapped home network drive and Art I drive. Reloaded Firefox favorites. She will test everything out and let me know if there are any issues.	Add Attachment
Lori Burgeson	Nov 18, 2014 08:42 AM	Moved bookmarks to network drive. Imaging computer now with ITC210 image. She will need her home directory, Public_html drive, and groupa/art drives mapped	Add Attachment
Lori Burgeson	Nov 17, 2014 07:01 AM	We will reimage her machine so it has the same setup as ITC 210.	Add Attachment
Lori Burgeson	Nov 14, 2014 12:56 PM	**This is an email** Hi Jen, So we will have to upgrade your operating system. We can either move you to Lion (10.7) which is the operating system that is installed in ITC 210 or we can take you to Mavericks (10.9). Let me know your preference. The upgrade is another long process, so we can shoot for another Tuesday/Thursday. Thanks! Lori	Add Attachment
Lori Burgeson	Nov 13, 2014 10:03 AM	Installation package failed. Her OS is not supported to run Creative Cloud. She needs to be upgraded to 10.7 at minimum.	Add Attachment
Lori Burgeson	Nov 11, 2014 09:54 AM	Install CC 2014 Package	Add Attachment
Lori Burgeson	Nov 11, 2014 09:18 AM	**This is an email** Hi Jen, Tricia started putting together a new Adobe Suite package for you yesterday. We are going to test it out today to make sure it installs correctly on a machine. We should be set to install it on your machine this Thursday. Is there a good time Thursday to meet you and I can perform the install? Thanks, Lori	Add Attachment
Lori Burgeson	Nov 11, 2014 06:50 AM	Tricia also tried the old installer and it wouldnt work for her either, so yesterday she started building a new package which we will test today.	Add Attachment
Lori Burgeson	Nov 10, 2014 10:12 AM	**This is an email** Hi Tricia, I am currently in Jen Bracy¿s office trying to install the Creative Cloud full version and at the end of the install it is reverting and the install is failing. The fail says ¿The installation failed. The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance." I copied everything to her desktop before performing the install, but on my second attempt, I noticed that it tried installing Acrobat as part of the full package. Might that be what is causing the fail? She also asked to keep her old version of Adobe 5.1/5.5, so that might also be causing her failure. Any ideas? Lori	Add Attachment
Lori Burgeson	Nov 10, 2014 10:12 AM	The installer kept failing and I tried in multiple accounts - Jen's account which has admin privileges and Root Jen is running OS 10.6.8 and has over 900GB available storage on her local disk The following would try installing before failing and reverting: Adobe Acrobat XI Pro After Effects CC Bridge CS6 Edge Animate CC2014 Encore CS6 Extension Manager CS6 Illustrator CC2014 Indesign CC2014 Media Encoder CC, CC2014 and CS6 Photoshop CC2014 Prelude Premier Pro CS6 Scout CC Speedgrade CC After reverting, an error would pop up that read: The installation failed. The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance. Contacted Tricia to see if she had any ideas of what might help.	Add Attachment
Lori Burgeson	Nov 07, 2014 08:44 AM	Scheduled for Monday morning at 8:30am	Add Attachment
Miles Rakestraw	Nov 06, 2014 02:37 PM	She called back and said that she will be around Monday most of the day. She wants to be called Monday morning to set a time for someone to take care of this.	Add Attachment
Lori Burgeson	Nov 06, 2014 02:10 PM	Task reassigned to Lori Burgeson.	Add Attachment
Miles Rakestraw	Nov 06, 2014 12:59 PM	Left VM.	Add Attachment
Tricia Flaherty	Nov 06, 2014 12:59 PM	T:\Adobe CCE\CCEPackages\AdobeFULL_CCE_MAC	Add Attachment
Alyssa Little	Nov 06, 2014 12:23 PM	**This is an email** Hello - I teach courses in which we utilize the Adobe Creative suite, in ITC210. I will need to be able to use the same version (Creative Cloud) in my office down the hall ¿ ITC206. I'd like to schedule this installation as soon as possible. I'm around Mon/Tues/Thurs to let someone in. Thanks much. Jen Bracy ¿ ¿ ¿ ¿ ¿ ¿ ¿ Associate Professor, Visual Communication Design ¿ Art Department ¿ Western Oregon University ¿ 503.838.8534	Add Attachment