Policy Announcments

Content display problems during video conferences

by at

Over the last few months, we have experienced two failures when attempting to display presentation content to remote sites for seminars hosted in MP2015.  We have identified the causes of these failures.  In the first case, Computer Support staff made a mistake when setting up the Polycom in MP2015.  I’ve clarified operator instructions to avoid repeating that mistake.  In the second case, the tech staff did everything they were supposed to do to setup and test the connection ahead of time.  However, the guest speaker’s Mac Air would not adjust its display resolution to match any of the many compatible modes required by the Polycom graphics processor.  This was the first time we have encountered this problem.  Computer Support staff  delayed the start of the seminar by 10 minutes while we attempted, without success, to correct it.

Because some of these seminars are very critical, requiring participation by faculty, we will in the future make the following adjustment to our video conferencing setup procedures:  Since it is unreasonable in many cases to expect seminar speakers to use our laptop to present, we will always attempt to use the speaker’s laptop if asked.  However, if we encounter problems with display of content because of some incompatibility with the speaker’s laptop, we will immediately switch to using the Polycom’s camera, pointed at the projector at the presenter’s location, to display content remotely.  This is not optimal, but we believe this is a better approach than delaying a seminar start time and/or distracting the presenter with technical details.

Important note for hosts and event coordinators:  Please forewarn a speaker if you know that the seminar will be video conferenced.  Speakers should also be reminded to have a copy of their presentation files on a thumb drive or some quickly accessible cloud service so that Computer Support staff are able to move those files to our Polycom laptop in the event of more severe technical difficulties.  One example where this might be necessary:  The content not only fails to display remotely, but cannot be displayed locally even via a direct connection to the projector.

Asset and information risk management

by at

There is a set of requirements from the OSU internal auditors and from OCIO Security that we must follow for computing equipment and data used by CBC:

  1. With the exception of consumables, all OSU-owned computing equipment and supplies that will remain on campus, and that are valued at more than $500, will require an OSU non-cap equipment tag.
  2. With the exception of consumables, all OSU-owned computing equipment and supplies that could potentially be used off campus, regardless of value, will require an OSU non-cap equipment tag, as well as a signed off-campus equipment form for each device.  The potential for use off-campus is not based strictly on intent.  For example, all laptops must be tagged, and all laptops must have a signed off-campus equipment form, even if they are intended to be used only on campus.
  3. Any OSU-owned mobile computing device that could potentially store restricted information, such as FERPA data, must be encrypted.  To clarify, this means that all OSU-owned laptops must be encrypted.
  4. We are required to produce a complete inventory of all software licenses and all installed software on all university-owned computing equipment in CBC.  This will necessitate the installation of a reporting client on every OSU-owned desktop, laptop, tablet, and server. Most customers use computers that are directly managed by CBC, and these computers already have such a client installed.  The majority of exceptions to this are for Mac OS X-based computers.  We will need to install, on every university-owned Mac in CBC, an inventory and remote management client from JAMF that will allow us to obtain an inventory of software on that system.

Video conferencing in CBC

by at

Overview

CBC has two Polycom mobile video conferencing systems, as well as a fixed Polycom system in BI773. We also have a mix of cameras and mics to provide laptop or desktop video conferencing. Finally, we have a single Polycom phone that can be very useful for point-to-point teleconferencing.

We can provide video Polycom video conferencing in most conference rooms in CBC. We cannot provide this service in BI768 or in RF716. There is a single mobile Polycom unit that is dedicated to CBEC. The other mobile unit can be used anywhere in NW, CE, or MP.  We are unable to provide video conferencing support outside the buildings that CBC occupies.

We try to be adaptable with respect to software/system that is used.  We can support Skype, H.323, CarmenConnect, and Lync video conferencing.  Our subscription to BlueJeans allows us to interconnect some of these services.  Just ask us, and we can probably find a way to make a video conference work for your event.

Requesting support

To request video conference support, send an email to support@chemistry.ohio-state.edu.  The subject should clearly state that video conference support is requested.  For example, something like, “Video Conference Support for the Allen Group on <date>”.  The body of the email request should provide the following details:

  • When the conference will be held, both day and time. (Please note recurrence where applicable)
  • Duration of the conference
  • Where the CBC endpoint(s) of the conference will be located, e.g., a conference room or office room number and building
  • Who the remote participants are.  Email addresses for remote participants are required
  • The nature of service requested (BlueJeans, Skype, Polycom, etc).  Note: A request is not a guarantee of availability until you receive a confirmation
  • Whether the conference should be secured by password. This specifically relates to anything using BlueJeans, and should only be used if the meeting really requires it, as this will require additional technical knowledge at all endpoints.

Limits of service

We will in all cases always make a best effort to service requests from our users.  However, there are limits on what we can and cannot do to facilitate a video conference.  We list the following as limits on the service we can provide:

Lead time is required for a service request:  We need to have as much advance notice as possible of a video conference event where CBC Computer Support assistance is required.  Appropriate lead time is dependent on the type of service requested.  For example, 24 hours is required for a simple BlueJeans meeting request with no moderator that does not involve the Polycoms.  A request for in-person tech support requires 72 hours.  A request for an event that requires conference room scheduling, Polycom usage, and/or many remote endpoints requires one week.  We will attempt to service requests that do not provide this lead time.  However, lead time is usually required to allow us to perform prep tasks like contacting remote participant tech support, and scheduling a time and location on campus for testing the connection.

Set up time is required when using mobile Polycom:  We need at least 20 minutes prior to the start of a video conference to set up a mobile Polycom system.  Please bear this in mind when reserving time in conference rooms.

Connection quality of remote endpoints:  There is nothing that CBC Computer Support can do to improve a very low bandwidth or latent connection to a hotel room.  We have tested the quality of connections using BlueJeans on many occasions between end points both on campus and off campus.  As far as we can tell, the service quality is adequate if and only if all endpoints have good network connections.

Connection blockages due to remote firewalls:  This is another problem that is hard for CBC Computer Support to solve on behalf of remote endpoints.  Remote parties must address firewall rule problems that prevent successful video, audio, and/or content transmission.

Audio feedback problems:  These are often caused by poor quality, specifically highly latent, remote connections.  We strongly suggest that all participants using desktop or laptop endpoints keep a pair of headphones on hand.  The other alternative in this situation is to use a cell phone to call into the conference.  BlueJeans accepts telco connections.

Lack of technical knowledge at remote endpoint locations:  CBC Computer Support will of course try to help remote parties with their technical difficulties, but this is merely a commitment to best effort.

Lack of available conference room space:  Conference room space in CBC is currently extremely limited.  We will assist in any way possible when a customer requires a meeting space, but finding a free time in a technology enabled conference room is not the responsibility of CBC Computer Support.

IT Policy postings and modifications

by at

We care about your data safety and overall user experience. Policies are meant to be guidelines for us as well as you, the user- so that we can ensure high levels of service and quality in our work as we strive to become a world-class IT support shop. If you have concerns or questions on policies, please email us at support@chemistry.ohio-state.edu.

The following new computing policies have been posted:

  • Restricted Data Policy – College-level guidelines for implementing University security requirements including MCSS and mobile device encryption.
  • Communication Policy – Computer Support will make every effort to communicate changes that impact users. The most up-to-date information is posted on the Computer Support Blog (this page) in real-time.
  • System Maintenance Window – a weekly scheduled maintenance window will begin each Friday evening at 9pm. Scheduled maintenance may be as short as an hour or two, but systems may be impacted for longer periods during more complex operations. Details of weekly maintenance windows will be posted on the Computer Support Blog.

The following existing computing policies have been updated:

  • Password Policy – Responsibilities of users concerning passwords; how to choose strong passwords.(revised 05/08/2008 MR)

Existing computing policies under revision:

  • Security Policy – Detailed Security Policy with items that every user needs to remember. (currently under revision to meet MCSS standards 04/30/2008 MR)

All computing policies are posted here.