Resources
*Contacting Bio IT for support*
All non-emergency requests should be submitted via email to BioIT@purdue.edu (See *Procedure for initiating a support request* below)
Phone support is now available ONLY for emergency situations; please use these BioIT phone numbers:
- General support, new accounts, network shares, smartphone setup, PAL support
- Steve Hunter 63568
- Hardware and printing support, software installation, server maintenance
- Jason Sheridan 44972
- Database and data administration, BioPortal support
- Eric Hassenplug 61945
- General issues, network, video projector and printing support
- Bruce Fuller 48175
Emergencies are sudden and non-recoverable computer issues which directly impede your ability to perform critical tasks or an error or condition that is an immediate threat to equipment or data. Some examples of emergencies are: floods where equipment is in imminent danger of being ruined; your computer has blue screened and you can’t get it to turn on; your disk has crashed and you have lost your thesis, grant, manuscript, the primary data that will surely win you a Nobel prize, or other important files. We don’t have the resources to guarantee that we can treat infrequent program/system crashes, errors, or other "normal" computer problems as emergencies even if they coincide with major events or deadlines. Please help us to help you by letting us know that your problem is impeding your ability to make a major deadline such as a grant or manuscript submission.
Anytime 3rd party maintenance or service is scheduled for your computer connected lab equipment or devices you must notify the BioIT as soon as possible. That way we will be aware that an on-site technician will be coming and can prepare to respond to any related issues such as administrator access or hardware/software consultation.
We will do what we are able to for all situations. These rules are intended to streamline our work by allowing us to provide immediate response to true emergencies and to queue-up simpler problems for more efficient resolution.
Emergencies will supersede non-emergency appointments.
*BioIT consultations and open support hours*
Unless specifically agreed upon in advance, all requests will be resolved during "open support" hours: 1PM to 5PM daily in LILY B-137.
You may also bring computers or related equipment into BioIT for repairs or consultation during this time (aka "walk-ins".) It is always best to arrange an appointment, as we may not be available to assist you without an appointment.
Only emergency walk-ins are accepted during the 8AM to Noon time frame.
*Procedure for initiating a support request*
Send your non-emergency requests to BioIT@purdue.edu. Email sent to this address will be received by all members of the BioIT staff, one of whom will reply to you to begin to resolve your issue.
When submitting information to the new address, make sure to include a brief description of the problem, any steps you may have already taken to remedy it, and the BioIT number of ALL equipment involved (located on a blue and white sticker attached to the piece of equipment). Try to anticipate what sort of questions we may have about the situation and provide as much information as you are able.
Examples:
BAD
"I can’t print."
OK
"I get an error when I print from my office computer to my Lab printer."
BETTER
"I get an error on the page instead of my document when I try to print to my lab printer (BioIT #XXXX) from my desktop PC (BioIT #YYYY)."
BEST
"I get a 'PCL Memory Error" instead of my document when I try to print the attached PDF from my Office PC (BioIT #YYYY) to my lab printer (BioIT #XXXX). I tried rebooting the printer and PC but still receive the error."
*Special Case: Network Outages*
In the event that you find your computer does not appear to have an active network connection, follow these steps BEFORE contacting BioIT. (Network outages qualify as an Emergency under most circumstances.)
1. Try another network resource. If you find that a website won't load, try a more popular site such as Google, any major TV News Network, or other large organization (not including Purdue). If those websites work fine, this would indicate that the problem lies with the unavailable website and not the network. If you can't get your email, try the "MyMail" or OWA websites in case the issue is with your local email client. If you have a smartphone or tablet device, try checking your email from there. If the website or your device can't connect then the mail server may just be temporarily offline.
MyMail Webmail Interface - https://mymail.purdue.edu/
Outlook Web Access (OWA) - https://owa.purdue.edu/
2. Try accessing the Purdue website. If you can reach the Purdue website but not any other major website, then the issue is likely Campus wide and we are most likely already aware of it.
3. Try rebooting. Save all your open files and shutdown and then restart your computer. If your network drive or MyDocuments folder is not available, save your work to your Desktop. (Remember to move it back to the sever or MyDocuments folder when the network drive is restored!)
4. Ask your neighbors or lab members if they are also experiencing network issues and if they have already reported the outage so as to avoid reporting outages multiple times.
*Tips to Avoid Trouble to begin with*
1. Put your data files and documents on the Department file servers. We go to great lengths to ensure that your data is backed up and that security measures are in place to prevent unauthorized access. Keeping your data on the server allows you to access it from virtually any computer in the department as well as off-campus (with some restrictions.) For example, if your office PC suddenly stops working, you could login from a lab computer and continue working on your document.
2. Plan ahead. If you are going to an off-site seminar or taking a sabbatical, BioIT will be happy to assist you in preparing your IT needs for the trip, even if you don't know what they are. If you have a paper or grant with an approaching deadline, notify BioIT as soon as possible. We can perform routine maintenance, patch or update programs, and be prepared to assist you quickly should it be necessary.
3. Leave your office and lab computers on. When you or your lab members are not using a computer, log off but leave the unit turned on (you may turn off monitors when not in use.) Updates will be applied automatically during the early hours of the day and your extra CPU cycles can optionally be used to perform research at the University by way of the Condor system. (For more information on the Condor system, contact BioIT.)
*Hardware reservations*
Bio IT maintains the following equipment for check out. Persons needing this service must come to LILY B137 to check out and return the equipment. Some items require a form be completed at check out. Email BioIT@purdue.edu to reserve any of the following:
- For classroom and instructional use:
- 20 Mac iBook laptops, mac OS only
- 20 Mac MacBook laptops, mac OS and windows
- 20 Mac MacBook laptops, mac OS and windows
- For general use
- 2 PC laptops
- 1 Mac iBook
- 1 tablet PC
- 2 Sharp video projectors
See the laptop policy at http://www.bio.purdue.edu/Resources/laptoppolicy.html
*Poster Printing*
Poster printing is available from any of us in Bio IT. The standard poster size is 36 inches by 48 inches. Be sure to let Bio IT know in advance if you have large printing needs, such as class projects or a conference where multiple people will be showing posters. For more information, visit http://www.bio.purdue.edu/Resources/posterprinting.html You can email a poster smaller than 20MB to posters@bio.purdue.edu. For larger posters, use the Purdue Filelocker service https://filelocker.purdue.edu/ and send a message to posters@purdue.edu that you have left a poster to be printed.
*Software available at the Purdue Memorial Union*
Some software titles are available for personal purchase at reduced cost from ITaP. Go to http://www.itap.purdue.edu/shopping/software.cfm and select “Purchase as Individual”. Software available includes titles from Microsoft, Adobe, Endnote, Parallels and more.