Why is the VIU IT Department Doing Maintenance?

This past weekend the Information Technology (IT) department completed a significant upgrade to VIU’s core technology infrastructure. Due to this upgrade, some settings have changed and there are some known issues.

Please read the below steps to see what you need to do.

 Due to high call volumes we are unable to resolve the below issues over the phone. Please limit phone calls to classroom emergencies to ensure that teaching is not interrupted. Report all issues that do not require an immediate solution to ithelp@viu.ca.

Passwords

  1. Employees OFF campus are unable to reset their password and therefore cannot access any VIU technology services. IT is working on a solution.
  2. Employees ON campus can reset their password at https://reset.viu.ca.

 

Computers/Laptops ON Campus

  1. Restart your computer PRIOR to logging in. This will help resolve most issues that you may experience. If you are unable to log in, try viu\username and report to ithelp@viu.ca.
  2. Connect ALL laptops to the network using a network cable prior to turning on your laptop and logging in. Restart your laptop if you experience issues.
  3. Some employees are having profile issues when they log on including missing icons, software programs not working, older profile information appears, missing favourites or bookmarks, Outlook issues.
    1. If this occurs on a DESKTOP computer, please report this issue to ithelp@viu.ca; include your computer name.
    2. If this occurs on a LAPTOP, IT will have to manually fix the issue for you. Please bring your laptop to the IT Helpdesk in building 305, 3rd floor.
      Laptops will be accepted Monday to Thursday. If dropped off by 12:00 noon they should* be ready the next morning for pickup.*Some laptops may have other issues that prevent us from having them ready for the next day. If this occurs the technician will notify you immediately and help you make arrangements.
  4. SecureCRT not loading. IT resolved this issue Tuesday am. Please restart your computer for changes to take effect. If restart does not resolve, report to ithelp@viu.ca ; include your computer name.

 

Email/Outlook/Webmail

  1. When opening Outlook for the first time you may be prompted to create your Outlook account.
    1. If you have Outlook settings you do not want to lose (quick parts, signature, additional mailboxes) – close the window. Report the issue to ithelp@viu.ca; include your computer name. Use webmail until we contact you.
    2. If you DO NOT have Outlook settings you want saved, complete the Outlook setup.
  2. When opening Outlook for the first time you may get prompted for credentials. Follow the below steps. If you are unable to log in report this issue to ithelp@viu.ca; include your computer name.
      1. Close the credential window. Do not enter your username/password, it will not work.
      2. Allow Outlook to fully load then shut down Outlook.
      3. Open Outlook again. You should not be prompted for credentials.
  3. Webmail URL has changed to https://mail.viu.ca
  4. Room booking calendars AND Equipment booking calendars may not allow appointments. IT is working on a solution.
  5. Generic mailbox “Display” address may not display correctly. Email yourself from your generic mailbox to see how the email address displays. If it is not displaying the way you want, report the issue to ithelp@viu.ca; include the mailbox name and the address you want to display.
  6. Employees who edit VIU websites will have access denied. IT is working on a solution.

 

Administrative Systems including FRS, SRS, HR (Stargarden), VIUWeb, ISapps

  1. Some systems are requiring viu\username to log on. Please report which systems require this to ithelp@viu.ca; include the system URL.

                                                                             

Mobile Devices (Phones, tablets, laptops):

  1. Reconfigure your VIU email on your mobile devices (iPhone, Android phones, tablets, laptops).  Some settings have changed.
  2. Reconfigure your VPN settings. Some settings have changed.
  3. You may have to reconfigure your wireless settings.

 

Mac Users

  1. You may need to update your wireless username, outlook username, VPN connection and share/U drive username to viu\username.
  2. If you use Apple Mail, remove and re-add your exchange email.
  3. IMAP is not available at this time. IT is working on a solution, please use webmail for now (mail.viu.ca).

 

Laptops OFF Campus:

  1. Reconfigure your VPN settings. Some settings have changed.
  2. Next time you come on campus, please connect your laptop to the network using a network cable prior to turning on your laptop and logging in.

 Due to high call volumes we are unable to resolve the above issues over the phone. Please limit phone calls to classroom emergencies to ensure that teaching is not interrupted. Report all issues that do not require an immediate solution to ithelp@viu.ca.

Who can use this service?

Students and Employees

IT Service Advisory

Helpdesk Client Portal

Contact Us

M-F 8:00-4:30

250.740.6300
(local 6300)

ithelp@viu.ca

M-F 9:00-3:30

Nanaimo Campus,
Building 305,
3rd floor
Library Commons

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