IT Helpdesk — Issue Submission

Name(Required)

First Last

Email (@redeemer.ca)(Required)

Please put your Redeemer Gmail address here. Other emails may prevent your request from being seen. If you do not have a Redeemer Gmail address, put exactly “n/a”.

Redeemer ID(Required)

Your student number or staff ID number. Example: 0919123

I am(Required)

Student

Staff

Full Time Faculty

Part Time (Adjunct) Faculty

Alumnus

Retiree

Emeritus

Other

I am (other)(Required)

Desk extension or mobile number (if applicable)

What problem are you experiencing?(Required)

Classroom Technology troubleshooting tips:

Please read the classroom instructions to troubleshoot before submitting this form. They can be found on the desktops in every classroom or on the Redeemer App (https://app.redeemer.ca/pages/audio-visual).

Question: What is the login for the podium computer?
Answer: No login is required. Please restart the computer and it will automatically unlock.

Question: What input should be selected for the projector?
Answer: Most classrooms use HDBaseT, but there are a few that use the HDMI input. The projector should default to the correct input when turned on.

Question: Audio isn’t working?
Answer: See the classroom instructions.

Classroom Number(Required)

What is the issue?(Required)

Cannot access Colleague

Other

Computer troubleshooting tips:

Question: How do I download a program onto my Redeemer Issued computer?
Answer: Many applications can be downloaded following the instructions posted on the App (https://app.redeemer.ca/pages/software-on-redeemer-systems).

Question: My computer won’t turn on?
Answer: Try a hard reboot (pushing the power button for 15-30 seconds and then pushing it again).

Question: My computer is Redeemer issued and I can’t log in?
Answer: If you reset your password off campus recently, you laptop will still be using your old password (unless you used VPN). If you used VPN, you will need to log onto your computer while on Redeemer Wifi (preferably through ethernet) and you might have to restart you machine if issues persist.

Is your computer Redeemer issued?(Required)

Yes

Redeemer Asset Tag Number(Required)

What is the issue?(Required)

It won’t turn on even after rebooting

Keyboard and/or mouse are not working

Power cord/charger is not working

Requesting program download by Admin (see troubleshooting before submitting)

Other

Warning: Redeemer IT Department does not service personal computers.

Discovery troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.

Question: It says my password is going to expire but the link to reset it is not working.
Answer: The link does not work. Please go to https://reset.redeemer.ca to reset your password.

Question: My course is not showing up.
Answer: Check to make sure the course is not hidden. If you still cannot find it, please contact registrar@redeemer.ca.

What is the issue?(Required)

Cannot log in and I tried resetting my password already

Other

Did you go directly to https://discovery.redeemer.ca or use a redirect (like the App)?(Required)

I went directly

I used a redirect

Gmail (or Google Workspace) troubleshooting tips:

Question: I cannot log in for a reason other than 2 Factor Authentication (2FA).
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.

What is your personal email address and/or phone number? (In case your Redeemer email address isn’t work so we have a way to contact you)(Required)

What is the issue?(Required)

Cannot log in due to 2 Factor Authentication (2FA)

Cannot log in for a different reason (not 2FA related) and I tried resetting my password already

Do not have access to a google workspace service (i.e. Drive, Sheets, Docs). Please list the service below.

I would like to request that 2FA is disable temporarily so I can switch my phone number

Other

Are you using:(Required)

Informer 4

Informer 5

Other

What is the issue?(Required)

Cannot log in and I tried resetting my password already

Other

Network troubleshooting tips:

A common fix to network issues is restarting your device. If issues still persist after a reboot, please submit this form.

Please check the status monitor board before submitting the form to see your problem has already been reported (https://redeemeruniversity1.statuspage.io/).

Where on campus are you trying to connect (Building and Room Number)?(Required)

What method are you using to connect to the network?(Required)

Redeemer Wifi (public)

FacStaff

Ethernet (hard wired connection)

VPN

What is the issue?(Required)

Dorm wifi

The Redeemer wifi is down for the whole campus (see troubleshooting before submitting)

The Redeemer wifi is down in my specific location (see troubleshooting before submitting)

Other

Microsoft Office 365 troubleshooting tips:

Please be aware that Redeemer IT department provides password management for Office 365, but we do not support this personal software in any way, shape, or form.

Question: I cannot log in.
Answer: Try following the instructions posted on the App (https://app.redeemer.ca/pages/microsoft-office-365).

Question: I don’t know how to download Microsoft Office 365.
Answer: Try following the instructions posted on the App (https://app.redeemer.ca/pages/microsoft-office-365).

Question: My Microsoft Office 365 account doesn’t match my current Redeemer password.
Answer: Microsoft passwords are not synchronized with any other Redeemer passwords. If you have recently reset your Redeemer password, Microsoft was not affected. See the instructions posted on the App to find out how to change your Microsoft password (https://app.redeemer.ca/pages/microsoft-office-365).

What is the issue?(Required)

Cannot access a certain application (please tell us which application below)

Cannot log in and I tried following the instructions already

Other

OneCard (TouchNet) troubleshooting tips:

Question: I cannot log into the TouchNet 360u app.
Answer: Please see the instructions posted on the app (https://app.redeemer.ca/pages/touchnet-mobile-apps). Note, if you recently changed your phone (the physical device), you will need to submit this form.

Question: I cannot log into the OneCard website.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.

Question: Which App should I use?
Answer: TouchNet 360u. If you have any others, you can delete them.

Question: What login method should I use for the TouchNet 360u app?
Answer: “Username” is IT recommended.

What link/app are you using?(Required)

If you are using one of the Apps, did you change your phone (the physical device) recently (or since last log in)?(Required)

Yes

What is the issue?(Required)

Cannot log into the OneCard website and I tried resetting my password already

Cannot log into the TouchNet 360u app and I followed the instructions given in troubleshooting above

Unable to open doors/parking

Unable to upload ID photo

Unable to upload money (and I am using a credit card)

Other

Parking/Door Access troubleshooting tips:

Question: How do I order a transponder or parking pass?
Answer: Go to https://secure.touchnet.net/C20321_ustores/web/store_main.jsp?STOREID=8&SINGLESTORE=true

What is the issue?(Required)

Transponder will not open parking gate (please tell us which gate below)

Unable to open doors with OneCard (please tell us which door numbers below)

Unable to open parking gate with OneCard (please tell us which gate below)

Other

Password troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.

Question: I am locked out.
Answer: Your account will automatically unlock in 1 hour. If you submit this form and someone at the IT Help Desk is able to help you within an hour, your account may be unlocked sooner. This is not guaranteed.

Question: My Microsoft Office 365 account doesn’t match my current Redeemer password.
Answer: Microsoft passwords are not synchronized with any other Redeemer passwords. If you have recently reset your Redeemer password, Microsoft was not affected. See the instructions posted on the App to find out how to change your Microsoft password (https://app.redeemer.ca/pages/microsoft-office-365).

What is the issue?(Required)

I’ve been locked out (see troubleshooting above before submitting)

I forgot the answers to my security questions

My password won’t work and I tried resetting it

Other

What services are you not able to access?(Required)

Discovery

Gmail/Google Workspace

Self Service

Microsoft Office 365 (Note: Microsoft passwords are not synchronized with any other Redeemer passwords. If you have recently reset your Redeemer password, Microsoft was not affected.)

OneCard (TouchNet)

Other

What is your personal email address and/or phone number? (In case your Redeemer email address isn’t work so we have a way to contact you)(Required)

Have you contacted the Registrar’s Office regarding the issue?(Required)

Yes

No, this form will alert both IT Help Desk and the Registrar’s Office (regoffice@redeemer.ca)

Phones troubleshooting tips:

Question: My phone won’t ring when receiving a call.
Answer: Check your Do Not Disturb (DND) settings. If you don’t know how, please see the instructions posted on the App (https://app.redeemer.ca/pages/desk-phone-and-voicemail-faq).

If you believe your problem affects multiple people, please check the status monitor board before submitting the form to see your problem has already been reported (https://redeemeruniversity1.statuspage.io/).

Where is the phone located?(Required)

What is the issue?(Required)

I cannot place a call using my phone or there is no dial tone (see troubleshooting before submitting)

My phone won’t ring when receiving a call (see troubleshooting before submitting)

Voicemail

The display is blank or weird

Other

Printing troubleshooting tips:

Please visit the Printing FAQ page on the Redeemer App for more information (https://app.redeemer.ca/pages/printer-faq).

Note: the Charis Colour printer will (most likely) not print PDF, jpg, or png files if you are using ecoprint.redeemer.ca. If you email your document to ecoprint@redeemer.ca and follow the link the email will respond with, then you can print those document types (see Printing FAQ page on the Redeemer App for more information).

Which printer(s) are you experiencing problems with (is there a name tag on the printer)?(Required)

What is the issue?(Required)

My document(s) didn’t print or printed incorrectly

My document(s) won’t finish loading

Out of: Paper

Out of: Staples

Out of: Toner

Out of: Other

Paper jam

There is an error message on the printer (please repeat the error message below)

Other

What method of printing were you using?(Required)

Webprint (ecoprint.redeemer.ca)

Email (to ecoprint@redeemer.ca)

Direct (FACSTAFF through ECOPRINT)

Other

What document types were you printing?(Required)

Excel (.xlsx, etc.)

JPEG (.jpeg, etc.)

PDF (.pdf)

PNG (.png)

PowerPoint (.pptx, etc.)

Text (.txt)

Word (.docx, etc.)

Other

Self Service troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.

Question: The website won’t load.
Answer: Some browser prevent the redirect used by self service to work. If you have not done so already, try going to https://selfservice.redeemer.ca/Student/Account/Login

Question: My antivirus software is marking the site as phishing.
Answer: The site is secure. You can mark it as such in your antivirus software and then you will be able to access the website again.

Question: I am an Alumnus, Retiree, or Emeritus and I am trying to access Self Service for my tax forms (or another reason).
Answer: Please contact hr@redeemer.ca and ask for your password to be reset for Self Service.

Since you are an Alumnus, Retiree, or Emeritus, please contact hr@redeemer.ca and ask for your password to be reset for Self Service.

What is the issue?(Required)

Cannot log in and I tried resetting my password already

A service is not showing up or not accessible

Other

What is the issue?(Required)

Cannot log in and I tried resetting my password already

A service is not showing up or not accessible

Other

What is the issue?(Required)

Cannot log in and I tried resetting my password already

A service is not showing up or not accessible

Other

Redeemer App troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.

Question: A section or group on the App is not visible when it should be.
Answer: Please contact communications@redeemer.ca

What is the issue?(Required)

Cannot log in and I tried resetting my password already

I am receiving a “there is a configuration issue with your account” error

Other

VPN/RDWEB troubleshooting tips:

Check to make sure your connection is stable.

Is your internet connection stable?(Required)

Yes

Where are you connecting from?(Required)

On campus

Off campus

Location (home, coffee shop, etc.):(Required)

How long has the issue been occurring?(Required)

What is the issue?(Required)

Cannot connect to RDWEB

Cannot connect to VPN

Other

Please describe your issue:(Required)

If this issue can be reproduced, please provide the steps necessary to reproduce.

Uploads

If you have a screenshot or other files that would benefit us to fix this issue, please attach them here.

Drop files here or

Max. file size: 100 MB.

Meeting Request

I would like to request a support session with someone from IT. These are my preferred times. (Note: IT bookable hours are 9am – 4pm weekdays)