Service Request Ticket - # 82714

Service Request Information

CONTACT Name Student, Student   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Mar 08, 2024 10:28 AM
Department Phone 88925
Location Email
SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description
Computer Edit WOU # 20190709[Edit Inv] (opens in a new window) Bldg/Room AD 206
Service Tag 4DBN513 Description OptiPlex 7070 SFF (i5-9500 6 Cores/9MB/6T/3GHz)
Serial No. 4DBN513 Location General Student Worker Station (Non-GFA)

CPU Intel Core i5-9500 9thGEN(6 Cores/9MB/6T/3.0GHz)


OS Windows 10 Pro, 64 bit Software MS office Pro Plus 201* from XXXX2019009325;

Wired NIC E4:54:E8:82:07:0B

TECHS Submitted by Kyla Aitaro Contact aitarok@wou.edu 88925
Primary Technician Contact lmccoy21@wou.edu 88925

Tracking

Entered by Date Memo
Laurie McCoy
Email

Public
Entered by Date Memo
Tony Benedetti White Mar 11, 2024 10:14 AM 
Status changed from (1) Pending to (5) Completed
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Tony Benedetti White Mar 11, 2024 10:14 AM 
it works
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Tony Benedetti White Mar 11, 2024 10:01 AM 
Should work now. sent student an email, waiting for 
them to try it out
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Tony Benedetti White Mar 11, 2024 09:57 AM 
paul changed the switch from a printer port to a 
computer
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Mary Dycus Mar 11, 2024 09:36 AM 
Status changed from (4) On Hold to (1) Pending
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Mary Dycus Mar 11, 2024 09:36 AM 
****This is an email****
Hello!
I'm able to access Banner through VDI. Are there 
any updates on why Banner isn't loading on the 
computer? I find using VDI to do my work as not as 
sustainable compared to using the computer. 
Thank you!
-Sarah
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Laurie McCoy Mar 08, 2024 12:46 PM 
Status changed from (1) Pending to (4) On Hold
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Laurie McCoy Mar 08, 2024 12:45 PM 
Status changed from (4) On Hold to (1) Pending
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Laurie McCoy Mar 08, 2024 12:45 PM 
On hold because they are gone for the weekend and we 
can't troubleshoot further
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Laurie McCoy Mar 08, 2024 12:45 PM 
Status changed from (1) Pending to (4) On Hold
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Laurie McCoy Mar 08, 2024 12:45 PM 
Task reassigned to Laurie McCoy.
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Laurie McCoy Mar 08, 2024 12:18 PM 
Graduate Programs front desk in AD 205
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Laurie McCoy Mar 08, 2024 12:17 PM 
****This is an email****
If that is the case, you should ask Paul to verify 
that the wire connection is on the network to 
access the Ellucian VPN.

-Kolis
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Laurie McCoy Mar 08, 2024 12:17 PM 
****This is an email****
They were not using VPN, they were connected via 
ethernet in the Admin Building.
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Kolis Crier Mar 08, 2024 10:47 AM 
Also... If they are off campus are they using VPN.
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Kolis Crier Mar 08, 2024 10:42 AM 
Task reassigned to Kyla Aitaro.
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Kolis Crier Mar 08, 2024 10:42 AM 
Please let the user know that we have had some 
performance issues. Not sure that we've seen this 
one. I am asking around.

Ask if they can try VDI.

Thanks.
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Kyla Aitaro Mar 08, 2024 10:32 AM 
****This is an email****

Hi Kyla,
I am only on campus today until 11 am. Yes I will 
send a screenshot of the error message. Basically 
what happens is a blank white screen followed by 
this.
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image (28).png
Kyla Aitaro Mar 08, 2024 10:31 AM 
****This is an OUTGOING email****
Hi Sarah,

I am creating a service request ticket for our 
Banner admin to look into what may be causing this 
issue with your student worker computer. In the 
meantime, are you on campus today? Our techs might 
be able to come over and assist you.

Also, could you send a screenshot of the error 
message that pops up whenever you try to access 
the Banner applications so I can add it to your 
service request ticket?

Best,
Kyla
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Kyla Aitaro Mar 08, 2024 10:31 AM 
****This is an email****

Hi Kyla,
I have tried a different browser, and it also 
didn't work. I cleared the all time cache and it 
still won't load the applications in Banner.

-Sarah
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Kyla Aitaro Mar 08, 2024 10:30 AM 
****This is an OUTGOING email****
Hi Sarah,

Have you tried clearing your cache in your browser 
or accessing it from an incognito/private browsing 
tab. Another option is to try and access WOU 
Portal in a different web browser to see if it 
resolves the issue. We find that clearing cache 
helps with this issue so please let us know how it 
goes!

Best,
Kyla
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Kyla Aitaro Mar 08, 2024 10:30 AM 
****This is an email****

Hi Kyla, sure thing! I'll just send the student 
worker set up.
Computer- 20190709[Edit Inv]
Monitor- 20190719[Edit Inv]
Monitor- 20150177[Edit Inv]
Thanks, 
Sarah
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Kyla Aitaro Mar 08, 2024 10:30 AM 
****This is an OUTGOING email****
Hi Sarah,

Could you provide the student worker computer's 
WOU#? 

Best,
Kyla
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Kyla Aitaro Mar 08, 2024 10:29 AM 
Full name?: Sarah Stewart
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Public
Kyla Aitaro Mar 08, 2024 10:29 AM 
Full name?: Sarah Stewart
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Public
Kyla Aitaro Mar 08, 2024 10:29 AM 
Full name?: Sarah Stewart
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Public
Kyla Aitaro Mar 08, 2024 10:29 AM 
Full name?: Sarah Stewart
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Public
Kyla Aitaro Mar 08, 2024 10:29 AM 
Full name?: Sarah Stewart
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Public
Kyla Aitaro Mar 08, 2024 10:29 AM 
Contact Info: sstewart19@mail.wou.edu
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Public
Kyla Aitaro Mar 08, 2024 10:28 AM 
****This is an email****

Hello,
My name is Sarah Stewart, and I'm the student 
worker for the graduate programs department. I 
have had banner access for two-three years, but 
I've run into some issues with the student worker 
computer. I'm able to get to the Banner 
Application Navigator, but it won't load any 
specific applications when I type them in. I'm 
able to get the applications to load from my 
boss's computer when I'm signed in there, but not 
from the student worker computer so I know it's 
not on Banner's end. Could you guys see what may 
be prohibiting the student worker computer from 
loading Banner applications?
Thanks,
Sarah Stewart
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