Thank you to everyone in the VIU Community for your patience as VIU's IT team continues to investigate and mitigate the current interruption to IT services.
Please review the below frequently asked questions prior to contacting the IT Helpdesk.
Questions About Laptops, Surface Pros, Macbooks
It is vital that every VIU laptop and computer gets the VIU MalwareBytes scanning software installed and updated.
You can try to install the VIU scanning software on your VIU laptop and Surface Pro yourself OR bring your laptop to the IT Helpdesk to have us install the software and scan for you.
To Try to Install Yourself:
For Windows laptops and Surface Pros: https://www2.viu.ca/downloads/secure/Setup.MBEndpointAgent.Full.exe
For Mac laptops: http://www2.viu.ca/downloads/secure/Setup.MBEndpointAgent.pkg
If you are unable to install the software by yourself, you will need to bring your laptop, surface Pro, or Mac laptop to the IT Helpdesk. IT will not have the time to troubleshoot the manual installation with you.
NOTE: Do not install this software on personal devices. It will be removed.
If you connected your laptop by cable or docking station, and are wondering if you still need to bring it in, you can check to see if the scanning software was able to install by looking for an icon called “Malwarebytes Incident Response” in the system tray (it looks like a blue M). If you do not see that icon then you should bring it in.
Most laptops will be returned within 1 business day (24 hours). Some laptops may take longer if they need many updates.
All employees and student should be updating and scanning their laptops on a regular basis. This is even more important if you want to connect to any VIU resources including wireless.
We currently recommend the Emsisoft Emergency Kit: https://www.emsisoft.com/en/software/eek/
Employees and students who need assistance installing the software will need to use the Emsisoft support pages as the IT department does not have the staff available to assist with personal devices.
Questions About Share Drives and File Access
We expect that share drives will be available later this week. If you need access to files before then we recommend checking to see if you have a version in your email or on a USB stick. Instructors can also check if their files are in their online course.
If you are a student and you need access to course materials, we recommend you contact your instructor.
HR has some great suggestions for things employees can work on during an IT outage:
- schedule training and development time with your group
- encourage team members to dedicate some time that day to individual learning (for example, reading the many relevant articles that we don't seem to have the time to review)
- reorganize your office, complete some file management, and use the time as a filing opportunity
- spend an hour creating a work plan for your next 3 - 6 - 12 months
- review the Access to Excellence Academic Plan and write out personal/team goals flowing from the plan
- plan a team walk
- spend some time connecting with a colleague and dialogue about current issues and trends in your respective areas
- set a coffee meeting with someone on campus with whom you have wanted to connect with but can't seem to find the time
- spend some time outside your offices writing in a personal journal
Questions About New Student and New Employee Computer Accounts and Account Passwords
Unfortunately the computer account creation tool is not in service at this time. Please contact your instructor and they will assist you with getting access to course materials.
Unfortunately the computer account creation tool is not in service at this time. Please contact Human Resources for assistance.
IT is currently installing scanning software called Malwarebytes on all VIU computers. When we run the scanning software you may get a pop-up window indicating your computer must be restarted.
If the prompt looks like the image here, there is no cause for concern. When you see the prompt, please save your work and allow the computer to restart.
If the prompt does NOT look like the image, please report it to the IT Helpdesk (local 6300) immediately.
Yes! It is general good practice to scan your personal and home devices on a regular basis. If you connect your home computer to VIU using VPN and/or bring your personal laptop or USB sticks on campus and connect them to VIU network and computers then it is very important that you scan your devices regularly!
We currently recommend the following tools:
The Emsisoft Emergency Kit (for remediation): https://www.emsisoft.com/en/software/eek/
MalwareBytes Premium (for ongoing scanning): https://www.malwarebytes.com/mwb-download/
Employees and students who need assistance installing the software will need to use the product support pages as the IT department does not have the staff available to assist with personal devices.