Service Request Ticket - # 81924

Service Request Information

CONTACT Name Sayers, Konnie   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Dec 08, 2023 12:43 PM
Department College of Education Phone 88444
Location Email sayersk@wou.edu Request for more information Send 'Keeping in touch' email Send 'I'm thinking of you' email

SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description

Computer Edit WOU # 20160876[Edit Inv] (opens in a new window) Bldg/Room RWEC 239
Service Tag Description Apple iMac 21.5-inch, 2.8GHz Quad Intel i5 #Z0RR
Serial No. D25TN04QGG7D Location Student worker

CPU Intel Core i5(2.8GHz Quade-core, 6MB L3)


OS MAC OS X 10.14 (Mojave) Software Microsoft Desktop Education license allows install of Office 201* for MAC XXXX2016005511; MAXQDA Plus v12 Single-User License Edu VISA2016006342 JUNE2017, STATA Stata/SE v14license VISA2016006313 FEB2018 SR#66711;

Wired NIC A8:60:B6:30:0A:03


Wireless NIC 58:40:4E:EE:2B:E0


Bluetooth NIC 58:40:4E:EE:2B:E1


TECHS Submitted by Sam Sevugan Contact ssevugan20@wou.edu 88925
Primary Technician Contact azhen23@wou.edu 88925

Tracking

Entered by Date Memo
Andrew Zhen
Email

Public

Entered by Date Memo
Andrew Zhen Dec 20, 2023 01:41 PM
Task reassigned to Andrew Zhen.
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Andrew Zhen Dec 20, 2023 01:41 PM
Status changed from (6) Ready to Deliver to (5) Completed
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Andrew Zhen Dec 20, 2023 01:40 PM
****This is an outgoing email****
Hi Konnie,

Thanks for the quick reply!

When we come and drop off the other iMac, we can 
take a look and determine if it's indeed split.

If the drive is split, I can reopen the same ticket 
and have that resolved.

Best,
Andrew - UCS Tech
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Andrew Zhen Dec 20, 2023 01:39 PM
****This is an email****
Hi Andrew,

Yes, I should be in RWEC221 today from 12:45 - 2:45 
and 4:30 - 5:30.  Once Sophos was updated so Word 
and Excel was up and running, then Brady was going 
to take my Mac (2020 0230) and check it out to see 
if the reimaging (Job# 81922) caused it to have a 
split fusion since it can take up to 5 minutes to 
start.  Can you do the machine swap or do I need to 
do another service request?

Thanks, Konnie :)
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Jack Martinis Dec 20, 2023 12:30 PM
Status changed from (1) Pending to (6) Ready to Deliver
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Andrew Zhen Dec 20, 2023 11:40 AM
****This is an outgoing email****
Hi Konnie,

We were just following up with you regarding a 
service request that we have for you.  (#81924)

Description: Sophos Update Failed 

Are you available today on campus? We finished re-
imaging and re-installing Sophos anti-virus. The 
iMac is ready to go!

Best,
Andrew Zhen
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Andrew Zhen Dec 18, 2023 04:22 PM
Status changed from (3) Order in Process to (1) Pending
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Andrew Zhen Dec 18, 2023 04:22 PM
iMac re-imaged with working sophos // can't go to 
ventura only newest monterey
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Brady Parksion Dec 18, 2023 03:18 PM
Status changed from (1) Pending to (3) Order in Process
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Jack Martinis Dec 18, 2023 01:47 PM
reinstalling mac os, I believe monterey. Found a working fix for sophos, though that was for a ventura machine. Once imaged, will see if the fix works.
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Jack Martinis Dec 14, 2023 01:06 PM
unbound and rebound, installing self service fix because it seems 
that was never put on and I expect that to fix it. However, it is still not 
updating to Sonoma / Ventura on its own. We thought it's WOU 
number would be prevented from updating, but it was checked and 
had no preventions.
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Jack Martinis Dec 14, 2023 12:13 PM
I would unbind and rebind the iMac.
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Brady Parksion Dec 13, 2023 11:33 AM
Took back computer, uninstalled Sophos, It is having 
an issue installing.
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Brady Parksion Dec 13, 2023 11:33 AM
****Incoming email****

Hi Brady and Adam,

Tony looked at it yesterday and then we did some 
updating but still showing Sophos update failed 
and still can't get Word and Excel to work so . . 
.  I have the machine in my office (RWEC221) right 
now and should be available on Wednesday from:
8:45 - 11:45
12:30 - 2:45
4:30 - 5:30

Thanks so much and hope you have a good evening, 
Konnie :)
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Adam Logan Dec 12, 2023 03:18 PM
****This is an outgoing email****
Correction, we are open M–F 8am–5pm.

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Adam Logan Dec 12, 2023 02:18 PM
****This is an outgoing email****
Hi Konnie,

I need some additional information regarding 
service request #81924 Description: Sophos Update 
Failed

When can we access the iMac? We can come to you if 
you give us a date/time, alternatively you're 
welcome to drop off the iMac at ITC South Wing Room 
009. We are open M - F 8 am - 9 pm.

https://maps.app.goo.gl/CNaeSNb65WfGsbSN6



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Brady Parksion Dec 11, 2023 08:18 AM
****This is an outgoing email****
Hi Konnie,

I need some additional information regarding service 
request #81924

Description: Sophos Update Failed 

If you're around today I am available until 4 pm 
today. If you're still having an issue with this 
machine.

Thanks,

-Brady

University Computing Solutions
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Sam Sevugan Dec 08, 2023 12:43 PM
****This is an email****
Hi UCS help desk rep,

My computer was compromised today and I'm using a 
department Mac (2016 0876) until mine can be 
scrubbed.  In the header it shows Sophos as:

What do I need to do?  I want to make sure Sophos 
is working as that is what detected ransomware on 
my computer today.
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