IT Services Frequently Asked Questions (FAQ)

General information

1. What is the campus network?
2. What comprises Institutional network infrastructure vs lab owned?
3. I need help -- how do I get support?
4. What kind of training is available?
5. Use (and misuse) of computer facilities. Politics, Porn, Peer-to-Peer, and Spam.

   Computers on the TSRI network

6. How do I get a computer connected to the network, or make a change to an existing computer?
7. I want to retire a computer, what should I do?
8. What about computer viruses?
9. What should I know about wireless networking at TSRI?

   Email and account information

10. How do I get a standard account for email?
11. How do I change my password?
12. How do I read my email while traveling?
13. How do I connect to the Scripps network from off campus?
14. What if I need access to another person's email?
15. "Bad" email: Spam, Hoaxes and Scams. What should I do?

    Computer support and associated fees

16. What are the IT Services support fees?
17. What are the support services available from IT Services?
18. What is IT Services's Basic Infrastructure Support?
19. What is IT Services's Primary Computer Support?
20. What is IT Services's Hourly Computer Support?
21. What are the backups that IT Services performs?
22. What are the supported Web browser programs?
23. What are the supported Email client programs?
24. What are the supported application programs?
25. What are the supported Operating Systems?

General Information

1. What is the campus network?

   The TSRI network supports the interconnection of computers on campus, ultimately providing a route to the Internet at large. The network includes central compute and data storage systems for research use, along with several thousand SGI, Sun, Microsoft Windows and Apple MacOS/OSX computers as well as specialized laboratory equipment.

   The TSRI network topology is not simply one single, flat physical domain; computers/workstations are connected to several logically defined networks (vlans) which exist in all TSRI occupied buildings. Network capacity (bandwidth) may vary from building to building, or possibly within sections of buildings. Generally speaking, the following buildings are fully equipped with gigabit ethernet connectivity to network distribution points: Immunology, Molecular Biology (Skaggs), Beckman, Molecular & Experimental, TPC3366, TPC3344, Medicine, ICND, 3535 general Atomics Court, Stein, Skaggs NMR, Science Park 3030, 3040, & 3050 and Carr-America B. Generally, 100/1000 Mb ethernet is provided to the desktop or benchtop; 10 Mb connections still exist but are being replaced with 1000 Mb as an ongoing process. Depending on the specific situation, Telecomm charges will apply for new cabling and outlets.

   IT Services manages institutional network infrastructure for the common use. All equipment is to be maintained in a manner that ensures safe operation and does not impair access by others.

   Each computer at TSRI is assigned a tracking number to be used for identification and for the process of software license management. Software piracy of any sort is a violation of law, a violation of TSRI policy, and will not be tolerated.

   IT Services is responsible for the assignment of all network addresses, and for auditing and monitoring of copyright protected software.

   It is highly recommended that all staff review the TSRI Administrative Guidelines - 9.1 Electronic Communications and Computer Systems. There is no requirement to utilize IT Services for local data processing support; however staff are encouraged to do so. IT Services works closely with the office of the V.P. of Academic Affairs, Human Resources, Telecommunications, Corporate Counsel, and other groups to provide a reliable computing infrastructure in support of institutional research. If you choose to care for your systems in another manner, please be aware that IT Services will require access to your computers for software auditing. Access will also be required in the event of security breech, if in the opinion of IT Services that this is necessary.

   

2. What comprises Institutional network infrastructure vs lab owned?

   The institution provides network equipment for the general connectivity of individual desktop computers, printers, scanners, and laboratory equipment. Generally speaking, the majority of connections on campus are 100/1000 Mb, though some 10 Mb is still in place. This varies from building to building, and in some cases within a building.

   Labs requiring installation of additional network connections will typically incur a small charge from Telecommunications for any new cabling and outlets.

   In the event that large numbers of connections are required, it is expected that the lab, department, or project will cover the cost of the additional network equipment. Examples of such situations would be lab acquired compute clusters requiring intra-cluster connectivity or large data storage devices and/or servers requiring a large # of additional network connections.

   

3. I need help -- how do I get support?

   There is not a single answer to this question. If you are unsure, it is recommended that you ask a co-worker, particularly the administrative support staff in your laboratory or department.

   IT Services is the largest computer support group on campus. It supports the network infrastructure and provides basic email and web assistance as part of this support. IT Services is available for more extensive support of computers on a cost recovery basis. More details are provided elsewhere in this FAQ.

   Some groups rely upon IT Services primarily, while some departments/laboratories have their own computer gurus. IT Services does not attempt to replace these wonderful and necessary people -- our goal is to facilitate use of computers and support labs in operating in the manner of their choosing.

   If a problem is related to basic email or web issues, IT Services is a good starting point. Please see the description below about Basic Infrastructure Support.

   

4. What kind of training is available?

   Instruction in Unix, Perl, and a variety of scientific applications and databases is also available from a mix of IT Services and Scientific staff. Please see the Training Web Page for further descriptions and for class schedules.

   For Unix training, contact:
   

   For Desktop applications, see the HR Training web site.

   

5. Use (and misuse) of computer facilities. Politics, Porn, Peer-to-Peer, and Spam.

   The policy document defines rules of conduct associated with computers at TSRI. This web page addresses some of the frequently asked questions -- when in doubt, refer to the TSRI Administrative Guidelines.

   • Policy

     It is highly recommended that all employees review the TSRI Administrative Guidelines - 9.1 Electronic Communications and Computer Systems .

   • Software licensing, intellectual property, and piracy

     All software on computers at TSRI must be in compliance with applicable copyright rules and regulations. This applies to computer software, music, movies, and any other copyright protected material. All computers at TSRI are subject to software audits, including personally owned computers that are in use at TSRI.

     Further information can be found through the Software License Coordinator

   • Personal use

     The computers at TSRI are intended to be used for TSRI work. Incidental personal use is acceptable. Any sort of use that can be deemed political is explicitly prohibited, as is any type of commercial use.

   • Streaming audio, video, and "instant messaging"

     TSRI's costs for Internet access are based on the quantity of data transferred. Any significant personal use that increases this cost is inappropriate. Thus, widespread use of streaming audio, video, or "instant messaging" for non-business use must be discouraged.

   • Peer-to-peer file sharing

     e.g. BitTorrent, KaZaa, etc.  A variety of technologies and applications are used for "peer-to-peer" file sharing over the Internet to facilitate the download and/or sharing of non-work related media. Two of the best known are "BitTorrent" and "KaZaa" and use of such is discouraged on the TSRI network.  The use of these applications is considered an inappropriate use of TSRI resources.

     While it is true that some artists have allowed their creative works to be freely copied, these artists are in the very small minority. It is prudent to assume that copyright protection is in effect for all intellectual property unless wording to the contrary is clearly and explicitly stated.

     Though these types of programs can be used for legitimate file sharing, they are commonly used throughout the Internet for illegal sharing of copyright protected music and movies. The latter such use is contrary to TSRI policy as well as the U.S. Copyright Act.

     In the TSRI Administrative Guidelines - 9.1 Electronic Communications and Computer Systems, it is stated that storing or transmitting proprietary information must be done in keeping with applicable copyright laws. This applies to, but is not limited to computer software, music, movies, etc.

     A further concern regarding these 'peer-to-peer' sharing programs, as well as streaming audio or video programs is the network bandwidth consumed. TSRI's fees for Internet connectivity are based upon the quantity of data transferred. Non-business use that increases this is inappropriate.

     Yet another concern about these programs is that many of them are "Spyware". What is spyware? To quote from Spyware Weekly: "Spyware is software or hardware installed on a computer without the user's knowledge which gathers information about that user for later retrieval by whomever controls the spyware." Spyware is a serious problem that often causes a computer to become very unstable and unreliable. Further information can be found at SpywareInfo.com.

     Note: If you require such programs for legitimate file sharing for your work, please contact IT Services.

   • Offensive material

     IT Services does not actively seek out users downloading or accessing offensive material. If we are alerted to an issue related to its use, appropriate action will be taken to stop this activity. These appropriate actions include contacting the PI of the user and/or loss of network connectivity. If you encounter misuse of the TSRI network, or encounter offensive material, you should contact Human Resources.

   • Harassment

     If you believe that you are being harassed via email, and if the sender is employed by TSRI, please contact the V.P. in Human Resources or the Director of IT Services. All efforts will be made to ensure that your privacy is maintained while appropriate action is taken.

     If the sender is off campus, and not a TSRI employee please contact either the Director of Security or the Director of IT Services.

   • Spam click for more info

   • Network bandwidth (usage)

     Please bear in mind that the fees TSRI pays for Internet access are based on the quantity of data transferred. Thus, any non-business use that serves to increase our cost is inappropriate. This would include massive data downloads for personal use, including streaming audio/video.

   

6. How do I get a computer connected to the network, or make a change to an existing computer?

   Requests for new network connections, or changes to existing connections, should be submitted to IT Services using the "Network Connection Application" form found on the TSRI web at www.scripps.edu/rc/forms. For network tracking and software auditing purposes, this should be done regardless of whether or not the computer affected will be supported by IT Services. Please be sure to read item 7, below, regarding software licensing, software auditing, and use of personal computers at TSRI.

   IT Services will coordinate with the Telecommunications Department for any cabling that may be needed for new or moved network connections. There may be incidental charges by the Telecommunications Department should additional wiring or wall plates be needed.

   An account number is required when requesting a connection. There is no charge for labor provided by the Telecommunications department, however, there may be incidental charges for cabling, jacks, etc. The account number must be a valid account for the PI that is entered on the request form.

   For new connection requests, IT Services will provide a functional ethernet connection, host and gateway IP address, DNS and NIS settings; the Telecommunications Department will supply the physical cabling.

   If IT Services will not be supporting the computer, IT Services's responsibility ends here. If the computer's user is not technically comfortable using those data listed previously to configure the system for network use, it is recommended that the computer be supported either by IT Services or by another individual who is network savvy. Incorrect configuration can disrupt the network! If this is the case, IT Services, at its discretion, will disable the ethernet port until the problems are resolved.

   

7. I want to retire a computer, what should I do?

   For IT Services purposes, the term "retire" means that the computer (or other networked devices) is leaving the TSRI network, and will not be placed back on the network in the future. If a computer is being replaced by a new computer but the old one may be off-line for a while and eventually re-assigned to a new user, that does not constitute retiring.

   Several things must be done before a computer can be retired. First, a Network Connection Application should be filled out, specifying retirement of a computer. This form is available at www.scripps.edu/rc/net/.

   If the computer was purchased as capital equipment, a Equipment Disposition Form must be filled out. See the Procurement Department's web pages (www.scripps.edu/services/procurement/) for more information.

   Note: Computer and monitors may not be disposed of with ordinary trash. Please contact Environmental Services for additional information.

   Prior to disposal, computer hard drives should be certified by the owner to be free of proprietary intellectual property. It is recommended that disks be scrubbed with a program intended for that purpose or other similar utilities. IT Services can advise you regarding methods for accomplishing erasure of all data on a hard disk. If there is a chance that confidential information (such as patient or employment data) is or was stored on the disk, degaussing the hard disk or destroying it through the use of a shredding service is recommended.

   Decisions about the disposition of any licensed software must be made, e.g. is it being transferred to another computer? Is the new user a TSRI employee? Can the software be transferred? If the computer is being transferred to another institution, keep in mind that software purchased under a TSRI bulk contract (E.G. Microsoft Office, Adobe Photoshop, Adobe Acrobat) should be removed from the computer. These licenses, purchased under the TSRI bulk license programs, can then be reassigned to another computer in your laboratory. They cannot be legally used by, or transferred to a non-TSRI owner of the old computer.

   Additional information can be found at the IT Services Software License Coordinator's information center.

   

8. What about computer viruses?

   Viruses are a constant threat and their manual removal and the consequent rebuild of computer's operating system and application software can consume enormous amounts of time.

   Email is scrubbed by two levels of centralized anti-virus systems, but current viruses also spread via Windows file sharing, and are thus not centrally removed.

   It is required that you install and properly configure anti-virus software on your desktop computer. TSRI maintains institutional licensure for antivirus software; it can be located and downloaded from the TSRI webserver. Since new viruses appear regularly, it is also critically important that you keep your virus definition file up to date. Vendors update definition file weekly, and more often when particularly damaging new viruses warrant. Be sure to configure your antivirus software to automatically fetch the new definition file regularly.

   Additional information on virus protection can be found on the IT Services software pages.

   

9. What do I need to know about wireless networking at TSRI?

   With the exception of within the Reference Library, there are no institutionally purchased wireless installations. Due to the security and reliability problems associated with wireless access points, IT Services must manage the campus network connectivity components of any wireless equipment purchased by laboratories. This service is provided free of charge, with the exception that if a lab repeatedly clears the configuration and security settings, a fee will be assessed.

   Misconfiguration of wireless access points results at a minimum in network interoperability and security problems, and could in the worst case offer open, unauthorized access to TSRI network resources.

   Improperly configured wireless access points may permit someone nearby to jump onto the TSRI network. If these installations are found, IT Services will reconfigure them, or may confiscate the equipment if reconfiguration to a safe state is not possible. Note also that installing a wireless access point that conflicts with another labs wireless connectivity will create problems for all. When TSRI installs centrally managed network gear, locally purchased systems will be removed if they cannot be configured to avoid conflict, or if they present a security risk.

   

   Email and account information

10. How do I get a standard account for email?

    If you are an employee at TSRI, you can obtain an email account through IT Services for email use. The application for an account is available in printed form at IT Services, or on-line at www.scripps.edu/rc/forms.

    Note: We will need a TSRI ID to validate employee status, or certification by someone at TSRI known to us. The latter can be done over the phone if that is most convenient.

    Note: The accounts for the data archive, and access to the shared compute facility are administered separately. More information is available on the Supercomputing pages.

    TSRI faculty members may sponsor guest computer accounts at TSRI for collaborators or for vendors that require access for such things as instrument maintenance. The standard account application should be filled out for all guest accounts. Email, or a memo authorizing the guest account should be sent by the P.I. or senior administrative assistant to IT Services. If emailing the authorization, please send to: email@scripps.edu

    

11. How do I change my password?

    There is a Web form Password Changing Tool provided by IT Services that will let you change your password for your email/unix account.

    Note: The accounts for the data archive, and access to the shared compute facility are administered separately. More information is available on the Supercomputing pages.

    

12. How do I read my email while traveling?

    IT Services maintains a Web-based email system that will protect your password from being captured from afar. This requires the use of an SSL-capable brower (any relatively modern browser). See Web-based Email Access for more information.

    The use of clear-text passwords is not permitted from off campus. Two methods are recommended: Either use APOP in place of POP, or using an SSH program to port-forward a POP session. Either method will keep your password from being transmitted in clear text. Click for port forwarding information.

    

13. How do I connect to the Scripps Network from off campus?

    • Broadband access (E.G. cable modem,or DSL). Restricted campus network web pages will be difficult to access since your access is originating from a network outside of the TSRI campus. There are, however, mechanisms to facilitate such access.

      1. VPN: Highly recommended. This easy to use method simply requires obtaining a TSRI VPN account, and loading a small program on your computer. For more information, please see the VPN Information page

      2. SSH: This requires loading a program on free program on Windows computers, using the included ssh program on Apple OS-X, Solaris, and Linux computers, or purchasing one for OS 8.x-9.x Apple computers. SSH works fine, but can be confusing for many users. More information on the security page regarding ssh and also on port forwarding.

    • Dial-up Service: IT Services maintains 96 incoming dial-up modems. Connections through the Scripps modem pool will allow you full access to campus resources.

      Please note: The modems are available for use by TSRI staff for TSRI related work. They are not to be used, except incidentally, for personal use.

      For access to the dial-up (PPP) modems, your use must be authorized by the P.I. of your laboratory and you will need a PPP account. The PPP Account Application is available on-line at www.scripps.edu/rc/forms.
      

      There is a single phone number for the TSRI modem-pool: 858-450-0969. All of these modems support 56K (v.90) connections.

      Please read the TSRI PPP Information page for more information.

      A single 800 number is available for use by traveling faculty. Note: This number is blocked from area codes 619, 760, and 858 and only works domestically. To minimize conflict with your traveling colleagues, please limit your use to email transfers. Note: The calls to this number are not free and typically cost TSRI 20 cents/minute. Contact IT Services for more info.

    

14. What if I need access to another person's email?

    TSRI reserves the right to read, access and/or search all files and documents and to "download" or copy such files whenever the legitimate business needs of TSRI requires it to do so. Additional details on usage is described in the TSRI Administrative Guidelines - 9.1 Electronic Communications and Computer Systems.

    Email is generally treated as confidential. If someone is going on extended leave, and access to their email will be required, plan ahead by having them pre-authorize this. Obtain a written release, or have them change their password to one agreed upon prior to their departure using the Password Changing Tool . Then change it back upon their return.

    If you require access the email of another employee and do not have their authorization, please discuss your needs with the V.P. of Human Resources, or their designate. Following authorization from H.R., IT Services can assist you in selectively accessing email or files.

    

15. "Bad" email: Spam, Hoaxes and Scams. What should I do?

    There is a lot of junk mail (spam) on the internet, along with many scams and false reports of a variety of impending and dire situations.

    • Spam

      IT Services manages an anti-spam service which is available at no charge to TSRI staff. To sign up for this service, or for addtional information, please click here.

      Some email programs such as Mozilla and the commercial (not the free) version of Eudora include excellent spam blocking that you can train to block mail you don't care for. Most email programs at least include the capability to program simple rules for accepting/denying messages, re-routing to separate folder, etc.

      As always, DO NOT EXECUTE (double-click) OR SAVE SUSPICIOUS ATTACHMENTS TO EMAIL MESSAGES; and don't hesitate to get in touch with IT Services (Help Desk 4.9369; Reception 4.9937) should you encounter difficulty or have further questions.

    • Hoaxes and Scams

      Thousands of people with good intentions innocently spread fallacious reports far and wide, wasting huge amounts of people's time, and causing unneeded stress. Real computer viruses and worms cause enough lost time, but the periodic mass mailings of this type take their toll on confidence as well.

      If you think you want to warn lots of people about something you've been told, please check a reliable source of scams and hoaxes. An excellent resource, run by the Federal government is Hoaxbusters, CIAC site. Another location debunking of myths is Hoaxbusters, CIAC site "Urban Myths".

      In the case of fraudulent solicitations, there is a Federal Internet Fraud Complaint Center whose responsibility is to provide a single point of contact for scams of this type. The Complaint Center will disseminate information to the appropriate authorities. This effort is proving to be very effective in prosecutions of individuals perpetrating fraud on the Internet, as charges can often be brought across many judicial jurisdictions, increasing the opportunity for conviction.

    

    Computer support and associated fees

16. What are the IT Services support fees?

    Please refer to the fee structure under IT Services Shared Services Accounting.

    

17. What are the support services available from IT Services?

    IT Services staff are skilled in a variety of technical arenas including networking, computer security, computational chemistry, and the Windows, Apple, and Unix computing environments. Though it is impossible for anyone to master all possible operating systems and applications in the heterogeneous environment of TSRI, IT Services strives to supply interoperability support to the maximum extent practicable. Listed below are the systems and applications for which IT Services currently provides support. The suite of supported systems and applications, of course, evolves over time as technology changes; and, as time and resources permit, staff are available to consult and provide assistance in areas outside of those described.

    Specific support that is currently provided by IT Services is described in greater detail below.

    Note: An additional support option is that of computer backup, independent of the support status of the computer. IT Services can provide, for a fee, computer backups for most types of computers on campus. Backups are generally run each night and on weekends.

    

18. What is IT Services's Basic Infrastructure Support?

    Basic Infrastructure Support will be provided for all research faculty and many of the shared service departments, their administrative support staff, and the computers in their laboratories or work groups.

    Basic Infrastructure Support includes the following services.

    1. Assistance for all TSRI staff with initial installation and configuration of email programs, Web browsers and basic assistance with the most common desktop programs. (See supported email, web, and application software.)
    2. Basic system administration to keep a healthy computer on the TSRI network. This includes such things as network address configuration settings for supported platforms. (See supported operating systems) NOTE:Repair and diagnosis of broken computers is not included with Basic Infrastructure Support.
    3. Instructions for installing and using anti-virus software.
    4. Assistance with virus cleanup. If major damage occurred, the hourly rate may apply, particularly if the available anti-virus software was not in use. More info on virus protection can be found on the IT Services Windows and Macintosh pages.

    

19. What is IT Services's Primary Computer Support?
    1. Four hour (or better) response time for urgent support requests between 8 AM and 5 PM, Monday-Friday. Note: For non-urgent support requests, computers with Primary Computer Support will receive priority over Hourly Computer Support.
    2. Install and configure backup software. Perform regular full and incremental backups. Provide restores as needed. Click here for more details on computer backup.
    3. Pro-active system administration; monitoring of system error logs on Unix systems.
    4. Operating System maintenance, including upgrades, installation of patches for supported operating systems (see supported operating systems)
    5. Installation of simple hardware, e.g. disk drive, memory.
    6. Perform maintenance, installation of patches for supported application software.
    7. Assistance with performance analysis and configuration of disks.
    8. Periodic assistance with reorganization, at the user's requests, of disks on the supported computer.
    9. Consultation regarding modifications, upgrades, retirement of computers.
    10. Assistance with configuring supported computers to operate with local lab/dept printers. Note: This does not include work on the printers themselves; such work is billed at the hourly rate.
    11. In the event of hardware problems on a supported computer, assist with contingency arrangements for the failed system and other computers that relied upon it. Facilitate the repair by acting as liaison with external repair facility. Actual charges associated with the repair, either for labor, parts, or maintenance contract are not included in the cost of Primary Computer Support.

    

20. What is IT Services's Hourly Computer Support?
    1. Services described above under Primary Computer Support when performed on non-supported computers will be billed hourly. Supported computers will take priority over all hourly billed work, though "emergencies" such as downed systems, grant/conference deadlines may occasionally cause the hourly work to take precedence.
    2. Installation of application software.
    3. Consultation and administration of lab specific installations, e.g. extensive reorganization of file systems or debugging complex networked configurations, performance analysis.
    4. Local printer support.
    5. Support for applications which are not widely deployed. Billed at hourly rate, or at cost of service.
    6. Hardware upgrades, e.g. custom work upgrading motherboards, complex addition of additional or unusually complicated peripherals.
    7. Charges may be made at the hourly rate if, in the judgement of IT Services, normally supported tasks must be repeated due to self administration of computers, e.g. removal of functional anti-virus software may result in charges for assistance with any re-installation and clean-up.

    

21. What are the backups that IT Services performs?

    IT Services perform regular full and incremental backups for supported machines at the Primary Computer Support level, and on those systems selected for "backup only" service. File restores are performed as needed.

    These backups are to protect data in the event of system failure, or accidental deletion. Backup tapes are retained for at most ninety days.

    Schedule: Full=monthly, incremental=nightly, if possible. At times, deviations in this schedule may occur. There is no guarantee made that all backups are successful. Users are encouraged to keep additional copies of all critical files, and to use the Institute's file archival system for more permanent storage. For additional Archive system information click this link .

    To check on computer backup status click this link.

    

22. What are the supported Web browser programs?



Windows:

• Internet Explorer 5.x - 7.x
• Mozilla Firefox 1.x - 2.x
• Netscape 7.x
• Seamonkey
Mac:
• Safari
• Mozilla Firefox 1.x - 2.x
• Seamonkey





23. What are the supported Email client programs?



Windows:

• Microsoft Outlook
• Outlook Express
• Mozilla Thunderbird
• Windows Mail
• Pine
• Seamonkey
Apple:
• Apple Mail
• Microsoft Entourage
• Mozilla Thunderbird
• Seamonkey
Unix:
• Pine



24. What are the supported Desktop Applications
    • Microsoft Word
    • Microsoft Excel
    • Microsoft PowerPoint
    • Adobe Acrobat

    Naturally, there are many, many other programs in use and no one can be an expert in all. When possible, IT Services may be able to assist you with them or to assist you in locating someone who can.

    See the question/answer about training for additional info.

    

25. What are the supported Operating Systems?
    • Microsoft Windows 95/98/NT/2000/ME/XP/Vista
    • Apple OS: 8.x, 9.x, 10.x
    • Linux: RedHat, Suse
    • SGI IRIX: 6.2, 6.3, 6.4, 6.5.x
    • Sun Solaris: 5.x
    • Compaq: Tru-64