Dear Support Client:

To better serve everyone, speed up our troubleshooting sessions, and give us the ability to offer better service, we are asking for your assistance.  Please follow these instructions to install one small file on your computer. Print a copy of these instructions for reference

1.       Please go to http://www.iemsupport.com/

2.       Click on the link Ceniom Managed Services.

3.       Select the school that you are with by clicking on it.

4.       Open and run the program.  (If you are using Firefox, then hit save file and open in the downloads dialog)

a.       Ignore security warning for Unknown Publisher and click run to continue. You will see no more dialogs. It is a silent install. Eventually a small computer icon will appear in the “tray” on the lower right of your desktop. Do not worry about the appearance of the icon or anything in this part; just continue with the next steps.

 

5.       If you are running a Mac, skip to Step 9 (The purpose of this and the subsequent steps are to send an email to tech support identifying your unique machine name in the tech support database .)

6.       If you are running a PC with Windows

a.       Click on Start

b.      Click on Run

c.       Go to step 8

7.       If you are running a PC with Windows Vista

a.       Hold down the Windows Key while pressing the letter r

b.      Go to step 8

8.       Type in cmd

a.       Press Enter

b.      Type in the word, “hostname”

c.       Press Enter

d.      Notice the response. It is the machine name of your computer. (it could be cryptic like RPC12398658 or TOMSPC) We need you to send it to us. So…

e.      Create an email to support@iemsupport.com from your iem email account.

f.        Type hostname in the email subject area

g.        Type the found machine name of your computer along with your name and school in the body of the email.

h.        Send the email.

9.       You are done.  Thanks.

10.   The next day after the appearance of the computer icon in the tray, follow the instructions for CMS First Use Instructions.

11.   Please email your questions and concerns to support@iemsupport.com.  We will NOT individually reply to these questions but will compile the questions and will post them at http://www.iemsupport.com/

 

FAQ’s

Q.           What did I just do?

A.            You have just installed a small program that gives us some really important computer specific information that will speed up our troubleshooting time.  Currently, we are spending upward of 30 minutes on a call just to confirm or find general information from a client.  With this program we can reduce unnecessary questions by 90% and focus on getting you back to work.

Q.           Is the program accessing my personal stuff?

A.            Absolutely no personal information is being captured.  We are only getting information like OS version, patch level, memory usage, disk space and other high level information that just speeds up our assistance to you.

Q.           What is the icon that I see on the task list?

A.            The icon is just a link to our support website and our new ticketing system.  The ticketing system will match up the system information with the ticket and therefore speed our assistance to you.

Q.           Will this affect my system in any way?

A.            The program takes less than .1 percent of the system resource even at peak period.  It will give us a more proactive view of problem in our network. 

Q.           Why are you doing this?

A.            With over 400+ computers on the network that may be connecting into the IEM network, it is sometimes very difficult to see a pattern or a repetitive problem.  With this new logging and tracking system, we can be more aggressive in preventing issues from arising. 

Q.           What is VNC?

A.            It is a program for remote connection.  For those who have used CrossLoop or Logmein, it is the same method.  The program is used so that our technician may have remote access to your system.  Of course, the VNC only will work when you are online with us and grant us access. 

Q.           What if I have even more question?

A.            Please email your questions and concerns to support@iemsupport.com.  We will NOT individually reply to these questions but will compile the questions and will post them at http://www.iemsupport.com/

Q.           What computer should I install this on?

A.            Please choose one main work computer and only install this on that computer.