How to Contact IT

  • Submit a ticket to Engineering IT

  • PLEASE NOTE: to log a ticket or access help files on the Engineering Helpdesk site, you need to authenticate with your engineering credentials or the default guest account. To log in with the default guest account, please use the user ID 'guest' and password 'guest', and log on to 'Local Authentication'.


  • Email enggit@ualberta.ca

  • Call the Engineering IT Helpdesk at 780.492.8828.

  • The Engineering Helpdesk staff are on hand Monday–Friday 8:00 AM–12:00 PM and 1:00 PM–4:00 PM.

  • Browse our self-help links below.

  • News & Updates

    Here are the latest news and updates from the IT Group. Click here for older announcements.

    08/31/2016—Domain Migration Information

    We are currently in the process of retiring our MecE active directory domain and migrating all computers and servers to the Engineering active directory domain. Part of this process involves individually migrating machines from the MecE domain to the Engineering domain. If you are using a MecE workstation which has not yet been migrated, we will be contacting you over the next while to complete this transition.

    08/31/2016—Network Upgrade Finished

    We have recently upgraded the network hardware in the MecE building. Users should not experience any adverse effects due to this upgrade, but please let us know if you have any issues. This upgrade will greatly improve network and Internet speeds within the MecE building.

    03/08/2016—Windows XP computers have lost network access

    As of February 19th, 2016, Internet access has been revoked for desktop computers running Windows XP on-campus. This change was implemented by IST to mitigate security risks, as Windows XP is no longer officially supported and will not be receiving any future security updates. For more information, see this article.

    Self-Help

    Before contacting IT, you may be able to resolve your issue yourself by following the instructions below. Note that some of the links in this section point to the Engineering Helpdesk, which you will only be able to view if you are logged in. If you don't have a Helpdesk account, you can log in there with the username guest and password guest.

    Most Common Problems/Requests

    Broken computer/hardware issue
    Bring your computer in to ICE 1-300, or contact Engineering IT.
    Need to order a new computer
    Here is a copy of our latest quote. Take a look and review the options at the bottom. Please send us the details of your order via email. Your purchase needs to be approved by the purchaser/professor and a speed code needs to be supplied. We will create a ldpo form with your order information and email the form back to you to obtain signature. Once the form has been sent back to us with a signature, we will go ahead and order your items for you.
    New computer setup
    If you have a new laptop or desktop that needs setting up, please bring it to ICE 1-300. The Helpdesk staff will handle asset tagging the equipment, basic software installation (Office, VPN), getting UWS/wireless set up as well as any other basic needs.

    Graduate student account setup or extension
    Send an email to enggit@ualberta.ca with your professor CC'd with these details:
    • Your professor's full name
    • Your CCID
    • How long you will be here (specify your end date)
    • A description of your position/what you will be doing here
    • A note asking your professor to reply with a confirmation about these details
    Once your professor replies, Engineering IT will send you a reply with the details of your account.
    Printing
    There are more FAQs being created by the Engineering Helpdesk team in the future. We have listed some links to printing solutions below. If you do not find a solution for what you are looking for, please contact the Helpdesk directly.
    Mapping network drives
    We use network drives to share files. To map a network drive on Windows, press the Start button, right-click Computer, then click Map Network Drive. Detailed instructions are available here (Windows) or here (Mac OS X). While it doesn't really matter what letter you choose for the drive you're mapping, we recommend that you follow the scheme below to avoid confusion:

    H: \\filesrv.mece.ualberta.ca\home NOTE: you should be using your Engineering P: drive instead. H: drive is being retired.
    O: \\filesrv.mece.ualberta.ca\office$
    Q: \\filesrv.mece.ualberta.ca\Groups
    R: \\filesrv.mece.ualberta.ca\Research
    S: \\filesrv.mece.ualberta.ca\Software
    T: \\filesrv.mece.ualberta.ca\Teaching

    Each CCID is granted 24 GB of network space by IST through AFS. To map a drive to your AFS space, enter \\samba.srv.ualberta.ca\[Your CCID]. When asked for credentials, enter ualberta.ca\ followed by your CCID username, and then your CCID password.
    Viruses and malware
    Please submit a ticket to Engineering IT.

    If you suspect that your UofA computer has been infected with malware, back up any important data and bring the computer to ICE 1-300. Avoid backing up .exe files or other executables, as these can easily become infected. The helpdesk team will re-image the computer which will wipe all of the data and re-install Windows.

    Though it may be possible to clean the malware without re-imaging the computer, this is a difficult process and does not guarantee that the computer is actually malware-free; once security has been breached on a machine, it is very easy for other less-noticeable pieces of malware to slip in.

    Some signs of malware include new programs and icons you don't remember adding, ads appearing unexpectedly, extra links being added to websites, crashing of programs or Windows, and general slowness or unresponsiveness.

    To avoid malware, only download files that you trust. Avoid sketchy-looking websites and file-sharing websites. Don't allow programs you don't recognize to run with administrator rights. Keep your antivirus software up-to-date and never run more than one antivirus program at a time, as they can conflict with each other and leave the system unsecured.

    If you notice malware on a laptop or personal computer that you can't remove, we recommend that you re-install your operating system. You can usually do this by booting into a recovery partition put onto your hard drive by your manufacturer, or by booting to an OS CD or USB drive. Depending on the specific case, IT may be able to provide limited support.
    Requesting VPN Access
    If you require VPN access, please contact Engineering IT via email with these details:
    • Your CCID
    • Your name
    • Your professor's name
    • How long you will be here/when your term ends
    • A description of your title/why you are here
    Installing the VPN Client
    A VPN Client allows you to connect to one of our VPNs from a wireless device or remote location, which makes it seem as though you are plugged in locally on our network. This grants you access to network resources which are normally blocked from outside networks.

    The VPN client needs to be installed on the client computer (for example, your home computer or laptop) that is being used to access engineering resources. Please do not install the VPN client on the computer you are trying to connect to as this will cause problems.

    The OpenVPN client is the VPN client of choice to access engineering resources. Instructions for installation can be found here.

    The Cisco VPN client was being used by Mechanical Engineering staff previously before the OpenVPN client was implemented. Some staff may still be using this client. If you need installation instructions for this client, please access them here.
    Trouble with a conference room or lab
    If the conference room or lab is operated by IST, please contact them at ist@ualberta.ca or 780.492.9400.

    For any engineering conference rooms or labs, please call Engineering IT at 780.492.8828. You can also email us or submit a ticket.

    Troubleshooting

    Internet access issues
    If you are having trouble connecting a wireless device to UWS or Guest@UofA, contact IST by email at ist@ualberta.ca or phone at 780.492.9400.

    If you are having trouble connecting a desktop to the Internet via an ethernet cable, contact us. MecE IT can help with connectivity in the MecE building, whereas Engineering IT can help in ICE.
    Network or internet slowness
    If you are noticing that the Internet, intranet, or other network services are slow, there are a number of possible causes. Make a note of which computer(s) or services are affected, whether the problem is consistent or intermittent, and when you first noticed the problem. Once you have this information, contact the IT group and we will resolve the problem as quickly as we can.

    You can test your Internet ping and upload/download speeds by running a speed test on speedtest.net. You can also check whether specific sites are down for everyone (or just you) by going to isup.me.
    Problems with your CCID, eClass, UWS, University Email, or BearTracks These services are managed by IST. You can contact them by email at ist@ualberta.ca, by phone at 780.492.9400, or in person on the second floor of the General Services Building. You can also consult their knowledge base by going to ist.ualberta.ca.

    Purchasing, Procedures, and Access Requests

    Purchasing computers/equipment through IT
    Most of our computer equipment purchases go through B-COM. We can provide an LDP order form for specific purchases which allows you to authorize a purchase via Speed Code.

    If you are looking to purchase a desktop, have a look at our base system quote and decide on any modifications you would like. When you are ready to request the system please email Engineering IT with the details..

    If you would like to purchase a server, laptop, or other piece of equipment, you can either provide your specifications to us and we will request a quote, or you can provide us with B-COM links to the equipment you would like.

    Sometimes, we get requests asking what kind of laptop/tablet we recommend, or if we have a baseline laptop as we do with desktops. Because these devices are highly personalized and customizable, we don't have a base quote or standard recommendation for laptop/tablet purchases. However, we do have a table comparing some devices which are frequently purchased by engineering staff here.
    Requsting research group folder access
    Some professors make use of research groups, which are shared drives containing research data. If you require access to a research group, we will need (a) your CCID, (b) confirmation from your supervisor, and (c) to know whether you require read and write access or just read access.
    Requesting a MecE account as a new user
    If you require access to MecE resources such as the Intranet, shared drives, or desktop access, you will need to have a valid MecE account. You can obtain an account by either seeing us in person, or via email to EnggIT@ualberta.ca. If you see us in person, we can set up your password right away - otherwise we'll send you a temporary password which must be changed on first login and can't be used remotely.

    Note that while your MecE account username will be the same as your CCID username, it is distinct from your CCID and may have a different password. It is also different from your Engineering account, if you have one.

    All of our accounts require an expiry date. Typically, this is two years after the start date for MSc students, or four years for PhD students. If you require a password reset or account extension, please email Engineering IT.
    Extending access for an expired MecE account
    To request an account extension please send us an email with the length of the extension needed and with your professor cc'ed. If you are a graduate student, we will require confirmation from your supervisor prior to extending your account.
    Obtaining administrator privileges on a MecE computer
    If you need to install software on your desktop or make other administrative changes, you will need to obtain administrator privileges for that desktop. Your supervisor or another administrator can grant you these privileges, or you can request them from IT. If the computer is plugged in and connected to the network, we can make the change remotely. Note that we will need confirmation from the computer's owner prior to granting you access.
    File storage options
    For information on file storage, click here.

    Hardware Setup and Installation

    Adding a printer
    If you would like to add a printer, the exact method depends on the specific setup of that printer. The simplest way is to connect directly to the printer via a USB cable—in this case, it may install the drivers and just start working on its own, or you may need to download drivers for that specific model from the manufacturer's webste.

    To connect to a network printer, you will need to know the printer's network name, which is usually written on a label on the printer itself. Once you know the network name, you can go to Control Panel > Hardware and Sound > Devices and Printers and click Add a printer to add it.

    To connect to the Xerox machines on the 10th floor, ensure you have been granted access to them by IT. Once you have access, press the Start button and enter \\prtsrv to pull up the list of printers, then double-click on the printer(s) you would like to add to your machine.

    To set your default printer, right-click on your selectd printer and choose Set as default printer in the Devices and Printers section of the Control Panel.

    Note that if you are connected via UWS or another wireless network, you will need to connect to the appropriate VPN in order to print.
    Basic Computer/Monitor Setup
    To set up a desktop computer with a monitor, follow these steps:
    1. Connect the monitor to a power outlet with a power cable.
    2. Connect the computer tower to a power outlet with a power cable. If you do not have enough power outlets, request a power bar from IT.
    3. Connect one display cable (VGA/DVI/HDMI/DisplayPort) between the computer tower and the monitor. Connecting multiple cables to the same monitor will result in display issues.
    4. Connect your USB mouse and keyboard as well as any other USB devices to the computer tower.
    5. Connect an ethernet cable between the wall and the computer tower. If all wall ports in your room are taken, request a network switch from IT.
    6. Power on the tower and monitor and check that everything is working. You may need to change the input on your monitor in order to see the video feed.

    Software Installation and Licensing

    MATLAB
    MATLAB is free to download and install on University or personal computers via IST's OnTheHub account. You can access MATLAB by going to ualberta.onthehub.com, registering an account, then ordering your copy. Detailed instructions are available here.
    ANSYS
    MecE has a copy of ANSYS for University computers only. To use this copy, you (or your supervisor) must be a part of our ANSYS pool. Check with the MecE IT Group to find out if you are a part of this pool or to request access to it.

    If you are part of the ANSYS pool, you can follow these instructions to obtain ANSYS.
    Microsoft Office
    The IT team is able to install various versions Microsoft Office on University-owned computers. If you require Microsoft Office, bring your computer to Engineering IT in ICE 1-300.
    SolidWorks
    MecE IT has a student license for SolidWorks which can be used for installation on University computers. To install it, you will require administrator privileges and Windows 7 (or newer). If you meet these criteria, follow these instructions to obtain SolidWorks 2015.
    Adobe Acrobat Pro
    We are not able to give out copies of Acrobat Pro. If you are looking for functionality such as scanning or printing to PDF files, you may prefer to use the free program FoxIt Reader as it has those features as well as some others included in Acrobat Pro. If you believe you require a copy of Acrobat Pro, you can purchase one from OnTheHub.
    Windows
    If you have a university-owned computer with a Windows license, you can bring it to Engineering IT in ICE 1-300 and we can install and activate our copy of Windows 7 on it. You can check if your computer has a valid license by looking for a Windows sticker affixed to the top of the tower. If you do not have a Windows license, you can arrange for one to be purchased. The cost is $119.00.

    At this time we are not able to install other versions of Windows such as Windows 10 or Windows XP.
    VPN Clients
    A VPN Client allows you to connect to one of our VPNs from a wireless device or remote location, which makes it seem as though you are plugged in locally on our network. This grants you access to network resources which are normally blocked from outside networks.

    The VPN client needs to be installed on the client computer (for example, your home computer or laptop) that is being used to access engineering resources. Please do not install the VPN client on the computer you are trying to connect to as this will cause problems.

    The OpenVPN client is the VPN client of choice to access engineering resources. Instructions for installation can be found here.

    The Cisco VPN client was being used by Mechanical Engineering staff previously before the OpenVPN client was implemented. Some staff may still be using this client. If you need installation instructions for this client, please access them here.
    Other Software
    If you are looking to install software other than those listed here, please contact Engineering IT.