1 Computer Lab Policies & Procedures Business & Technology Public & Custom Training Programs/ University of New Mexico Division of Continuing Education 1634 University Blvd. NE Albuquerque, NM 87102
3 TABLE OF CONTENTS INTRODUCTION... 4 GETTING HELP... 4 CONTACT INFORMATION... 4 LAB SUPPORT PROCEDURES... 4 TROUBLE TICKET ASSISTANCE... 5 INSTRUCTOR USE OF COMPUTER LABS... 5 ACCEPTABLE COMPUTER USE POLICY... 5 LAB ACCESS... 6 INSTALLING DATA ON LAB COMPUTERS... 6 EXTERNAL DRIVES... 6 AFTER CLASS... 6 SERVICES FOR STUDENTS... 7 PRACTICE TIME... 7 PROFESSIONAL TESTING... 7 FILE MANAGEMENT AND LOGIN PROTOCOL... 7 STANDARDIZED FILE/FOLDER CREATING REQUIREMENTS... 7 GUIDELINES FOR INSTRUCTOR FILES AND FOLDERS... 7 LOGGING IN AND SAVING FILES... 8 ACCESSING AND COPYING INSTRUCTOR FILES... 8 MOVING FROM ONE LAB OR NETWORK TO ANOTHER... 8 WEB SERVER CONFIGURATION FOR THE WEB EDITING CLASSES... 8 MOBILE LAB... 9 DESCRIPTION... 9 USER ACCOUNTS AND PASSWORDS... 9 DUAL PLATFORM LABS... 9 LAB D AND LAB F SPECIFICS... 9 MAC PLATFORM DOCK ITEMS... 9 APPLICATIONS FOLDER ALIAS... 9 LAB CONFIGURATIONS
4 Introduction These procedures will assist UNMCE Staff and Instructors in providing a positive learning experience for our students and a productive and rewarding work experience for our instructors. Efficient support and troubleshooting protocols will help instructors and IT support staff to work together effectively. Please read this document as soon as possible, to assure compliance with policy and avoid duplication of effort. You ll find additional information to support your work in the Instructor Manual. This includes instructor support and benefits, instructor pay information, and information about LUMENS, our online registration system. Getting Help Contact Information As UNM Continuing Education is part of UNM Extended Learning, our IT needs are supported by the UNM Extended Learning IT Infrastructure and Applications team. Elisha Allen, Extended Learning IT Director , Dean Bernardone, IT Manager , cell , Extended Learning IT Lab Support Onsite and Main Campus: , cell Trouble Ticket: Lab Support Procedures For management questions about service and support, please or use the UNM phone numbers for IT management and leave a message if necessary. For general support, please create a trouble ticket by ing the support address above and/or call the phone numbers for lab support. An IT staff member will reply to your request at the first opportunity. Use the Extended Learning IT Lab Support procedures below whenever possible. Nature of Problem Who to Contact Contact Method Login Failure Extended Learning IT Lab Support Trouble Ticket or Phone System Boot Fails Extended Learning IT Lab Support Trouble Ticket or Phone Hardware Failure: Immediate Need Hardware Failure: Need for next class Extended Learning IT Lab Support Extended Learning IT Lab Support Trouble Ticket or Phone Trouble Ticket Ticket System Fails Dean Bernardone or Phone - 4 -
5 Trouble Ticket Assistance To create a trouble ticket, The system will create a ticket and you a confirmation that the ticket has been received with directions to check the ticket s status. Please be sure to include your phone number, a description of the problem, the location in which the problem is occurring, and any helpful or necessary attachments. Some examples with the kind of information needed follow: Hello, I am teaching a class in Continuing Education Lab D, and am having trouble booting computer #XX. I need this fixed before the next class runs on September 4 th. You can reach me by or by phone at if you need clarification. Hello, I am teaching a class in Continuing Education Lab D and need immediate help with a login issue. You can reach me by phone at Instructor Use of Computer Labs Acceptable Computer Use Policy Use of computers by instructors and students must comply with the policies and procedures of The University of New Mexico. The Administrative Policies and Procedures Manual - Policy 2500: Acceptable Computer Use is available via the web at This policy allows instructors the incidental personal use of computing services as long as it does not interfere with instructor responsibilities or other users' access to resources, or is determined to be excessive by the Extended Learning IT or Business and Technology Training departments. The policy is subject to change without notice, so be sure to check the web listing each semester. Misuse of computing services may result in sanctions including: withdrawal of use privilege; disciplinary action, up to and including, expulsion from the University or discharge from a position; and legal prosecution under applicable federal and/or state law. In addition to misuse as spelled out in the UNM Acceptable Computer Use Policy, please note the following prohibitions: viewing offensive websites or including but not limited to: pornography, racially motivated, hate sites, sites or with obscene language or gestures, and violence; disclosing or using non-public information for unauthorized purposes, installing software on to a computer without permission of the IT Manager; unauthorized reconfiguration of the computer system
6 Lab Access B&T instructors are allowed access to the computer labs only when teaching a class. You may come in 30 minutes before your class to set up. If you need to access the labs any other time, please schedule time in the lab with your program supervisor or support staff to ensure lab availability. Because of the large number of instructors using our computers, we must assure consistency of all operating system and application software. Any special installations must be pre-approved and then installed by the IT Manager. The computer labs are opened each day by the building set-up staff. Students may not enter a lab without an instructor. If you need a door opened, use the contact information located near the phone at the top of the stairs. Installing Data on Lab Computers As an instructor, you may want to show students specific files that you have created outside the classroom. You may install data files onto the instructor computer and download them to the student computers if needed. A virus check must be completed on any files copied to the system. At the end of class you must delete any special files installed on the instructor station. Under no circumstances is a student allowed to install files onto lab computers. As an instructor, you must insure that this policy is followed to prevent viruses from being passed to your systems and to student systems. Do not install files or software on the Desktop. Under no circumstances should you install applications on the lab computers without permission from the IT Manager. Please note that any software or data downloaded or saved to any lab computer by anyone other than IT staff is subject to being removed by the IT staff at any time in the process of troubleshooting computer issues. Be sure to keep back up copies of any important files. External Drives External drives are available for specific classroom use upon request. The drives may need to be formatted for your specific use, so place your request at least two weeks in advance of the start date of your class. After Class Please turn off all instructor and student computers and monitors, including the interim monitors, at the end of class. Check all computers and monitors to make sure they are off before leaving the lab. Retrieve all disks and thumb drives at the end of the class. Ask your students to clean up their work area before leaving the classroom. Pick up any papers or trash in the classroom. At the closeout of your final session of a class, you are responsible for deleting the specific exercises in your class folders and the My Documents Folders for your particular class that ended. This can be accomplished from the instructor workstation. Please do not leave your personal belongings or class materials in the labs between sessions. Materials left in the labs are left at your own risk
7 Services for Students Practice Time Practice time is available to all students enrolled in a computer or related class for the current semester. Practice times are by appointment only and may be scheduled through the program supervisor or support staff person. Professional Testing As the only Apple Authorized Training Center in New Mexico, we provide testing services to all students seeking any of the Apple IT or Pro Apps certifications regardless of whether or not we provide the associated classroom training. For information on Apple exams, refer students to Caroline Orcutt at or All CompTIA certification students should be referred to Nanette Bowring at or to order vouchers. Remind students that CompTIA vouchers must be requested within six months of the completion of the class and are good for one year from the date of purchase. File Management and Login Protocol Standardized File/Folder Creating Requirements The following guidelines have been established to ensure these objectives: Consistency of computer-based file and folder organization Protection of instructor/student files Decrease of desktop clutter Maximization of available drive space To assure that lab resources are being used solely for the intended purposes of the class Guidelines for Instructor Files and Folders Class files are to be contained in a folder named for the instructor and/or class number in this drive and location: \\ghost-server\labx\instructor name or class number. Individual student files, or subfolders and files, may also be maintained within this folder. There should be a shortcut to this server on the desktop. Please bring this address with you to class in the event that the shortcut has been deleted by mistake. Or, go to Finder/Network (ghostserver) or Go/Connect to Server (smb://ghost-server) to connect to the network. Do not install any new applications on the instructor s machines without having received approval from the IT Manager. Desktop programs and icons are not to be updated without permission from the IT Manager; if you create shortcuts on the desktops during class time, please delete them at the end of your class. If you teach a class that requires changing the desktop on the student machines, the changes will not be saved. If this is a problem, please let the IT Office know so they can provide alternative logins to segregate and maintain entered data. System and hard drive space is limited, and in increasing demand; please keep files well organized and maintained, and limited to necessary data
8 Logging In and Saving Files The login and password for all lab and presentation computers is ceuser. If you save files in class, please place them in a folder labeled with your name and class number in the My Documents folder. Please be considerate to other classes and do not leave class files on the desktop. Please note that any class files saved to any lab computer are subject to being removed by the IT staff at any time in the process of troubleshooting computer issues. Be sure to ask your students to keep back up copies of any important information or files. Accessing and Copying Instructor Files The easiest method for accessing instructor and student folders is via the desktop shortcut. With permission from the instructor, students can copy documents from the instructor s shared folder to their own subfolder, under their own names. Moving from One Lab or Network to Another Use the link \\ghost-server\instructor. This will enable instructors and students to access the files for a particular lab from other labs, provided the files have been copied to the ghost-server via this shortcut. The link to the Ghost-Server can enable instructors and students to access the files for a particular lab from other lab locations provided the files have been copied to the Ghost-Server via this shortcut. Therefore, all files to be used on a regular or extended basis should be copied to this server at the end of each class. This is very important in the event that a lab location must be changed or the lab terminals need to be re-imaged (lab files can be stored on the Ghost-Server, then loaded back in after re-imaging). From the Student Terminal: Using the Start Menu, select Programs, and then Run. Open the Ghost-Server folder by typing \\Ghost-Server\Instructors. Web Server Configuration for the Web Editing Classes Apache Web Server: SFTP Mode for Dreamweaver Setup (secure FTP) 1. Hostname from world: 2. IP address from class: (Lab D, E, F) 3. Accounts and password: webuser01:student ~ webuser30:student (30 accounts) (additional accounts available upon the request) 4. View student website At home: At class: ex) 5. Available service: SSH, PHP, Perl, MySQL - 8 -
9 Mobile Lab Description The mobile lab includes one wireless router and 22 laptops running Windows 7, computer mice and power supplies on a rolling cart. All of the laptops are configured the same and are interchangeable. Twenty of them are labeled COW-XX (where XX is a number) and are meant for the students to use. The other two are labeled COW-InstX and are meant for the instructors, but any of them can actually be used by both instructors and students. User Accounts and Passwords The user accounts and passwords will work on any of the 22 laptops: ceuser, ceuser (if you are using a laptop in a computer lab) mobileuser, mobileuser (otherwise) Dual Platform Labs Lab D and Lab F Specifics Labs D and F computers are dual platform (OS X Mavericks/Windows 7). For Lab F, hold down the Option/Alt key during boot to choose your platform. For Lab D, use the reboot option in the Windows Task Bar or the reboot app on the Mac desktop to change your platform. If your Digital Arts class needs special equipment, such as card readers, please visit the IT office at least one-half hour before the class begins. Mac Platform Dock Items There are a number of items already placed on the dock. You can add or remove programs from the dock on the instructor machine, but students may not alter the dock setup. Please do not add or remove items from the dock without first talking to the IT staff. It is helpful to keep all docks looking the same so students see the same thing you do. Please note that the dock may be reverted to the default at any time by the IT staff. Applications Folder Alias There is an Applications Folder alias on the desktop. It contains shortcuts or aliases for most applications. You can use these shortcuts for easy access to most programs you or your students will need to open. Lab Configurations See the list below for basic lab configurations. Additional software may be added at the beginning of each semester based on license availability. Check with your program supervisor or the IT office for the most current lab configurations. Lab C: Windows, Microsoft Office Lab D: Mac/Windows, Apple Pro Apps, Adobe Creative Cloud, AutoCAD Lab E: Windows, Microsoft Office Lab F: Mac/Windows, Adobe Creative Cloud Lab I: Windows, Microsoft Office, GIS, Troubleshooting - 9 -
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