Frequently Asked Questions
How to...
How do I request technical support?
What should I know about my new L&S-imaged PC?
As a new UWM Faculty and Staff member, how do I establish a computer ("ePanther") account at UWM?
How do I log on to a L&S computer?
How do I use the "CD-burner" on my L&S computer?
How do I "map" a drive located on a network?
How do I add password protection to my L&S USB Flash Memory Drive? 
How do I set up Accutrack for my use?
Computer Policy
What is the College's current high-end Dell PC configuration?
What is the College's current high-end monitor configuration?
What software is included in the L&S Windows XP desktop "image"?
Why is the Dell Installation CD not provided to College recipients of new Dell desktop and laptop computers?
Why is the Dell Users Manual not typically provided to College recipients of new Dell desktop and laptop computers?
What software is included in the L&S Macintosh "image"?
What is the College's policy on Computer Acquisition and Support?
What is the College's current practice on the deployment of new PC's?
How should I order a replacement or upgrade part for my L&S computer?
Are laptops available for short term loan to faculty/staff?
How do I surplus/recycle "old" L&S computers?
Whom should I contact about campus IT policy?
Outside Support
Does the L&S IT Office repair printers?
If my computer's hard drive suffers a catastrophic failure and its data cannot be recovered with conventional methods, whom might I contact for data recovery?
Q: How do I request desktop support?
A: The L&S IT Office requests that all desktop support requests be made as follows:
- Whenever possible, the Office strongly prefers that requests be submitted to the new online "Desktop Support Form." The form is located at: http://www.uwm.edu/letsci/lsito/support.html
- If the "Desktop Support Form" cannot readily be completed, the Office asks that requests be submitted to help@uwm.edu.
- If an email submission cannot be done, the Office asks that requests be submitted to 229-4040.
All IT support requests submitted by L&S faculty and staff through these channels will be received by the Help Desk of the Campus Solutions Center. Form- and email-generated support requests will automatically generate "tickets" with unique tracking numbers that will be sent to the support-seeker.
To ensure a high level of support for the College, the L&S IT Office will be closely monitoring all Help Desk activity and will have access to all L&S-related Help Desk tickets. Any support request that cannot be promptly and effectively addressed by the Help Desk will be "escalated" to the L&S IT Office staff.
The L&S IT Office is most grateful for the support and cooperation of the College's faculty and staff on this matter.
Q. What should I know about my new L&S-imaged PC?
A. First, view this brief "Breeze Presentation" to your new L&S-imaged PC. Then, download the attached "L&S PC Owners Manual" (PDF 627k ) and consult it.
Q: As a new UWM Faculty and Staff member, how do I establish a computer ("ePanther") account at UWM?
A: Please point your web browser to https://www-ssl.uwm.edu/IMT/ePanther/aa/ and follow the instructions.
Q: How do I log on to a L&S computer?
A: Download the attached PDF ( 91k ) and follow the instructions carefully.
Q: How do I use the "CD-burner" on my L&S computer?
A: If your L&S computer includes a CD drive capable of "burning" CD's, your computer should also have installed on its hard drive the "Nero 6 Ultra Edition" software suite. Comprehensive documentation of this software is available at: http://www.uwm.edu/IMT/Info/nero/. Among the topics addressed: How to make an audio disc; How to copy a disc; and How to make a data disc.
Q: How do I "map" a drive located on a network?
A: To "map a network drive," download the attached PDF ( 46k ) and follow the instructions.
Q: How do I add password protection to my L&S USB Flash Memory Drive?
A: You may download the software file (Zip format -- 1,331k) directly from the vendor's web site: http://www.smmdirect.com/downloads/SM_USB_WIN98.zip
When the file has been completely downloaded to your computer, simply unzip the file and run the .exe installer. For detailed instructions on password protection and bootability of your USB Flash Memory Drive, please consult the online manual: http://www.smmdirect.com/downloads/SM_Memorybar_Manual.pdf (pdf 264k)
Q: How do I set up Accutrack for my use?
A: Download the attached PDF ( 71k ) and follow the instructions carefully.
Q. What is the College's current high-end Dell PC configuration?
A. The College's current high-end Dell PC configuration includes the following:
- Dell OptiPlex Desktop
- GX755
- Intel(r) Core(tm) 2 Duo Processor E6550 (2.33GHz, 4M, VT, 1333MHz FSB)
- 2GB DDR2 Non-ECC SDRAM, 667MHz
- Integrated Video Intel(r) GMA3100
- Dell USB Keyboard, No Hot Keys
- Dell USB 5-Button Premium Mouse
- 80GB SATA 3.0Gb/s and 8MB DataBurst Cache(tm)
- 16X DVD+/-RW SATA, Roxio Creator(tm) CyberlinkPowerDVD(tm)
- Dell 17 inch UltraSharp(tm) 1708FP Flat Panel, Adjustable Stand, VGA/DVI
- 4 Year Limited Warranty plus 4 Year NBD On-Site Service
For information on computer purchases for New Faculty/Academic Staff (23k pdf).
The college's general purchasing recommendations (82k pdf) for computers and monitors.
Q. What is the College's current high-end monitor configuration?
A. The College's current high-end monitor configuration is:
- Dell 17 inch UltraSharp(tm) 1704FPV Flat Panel, Adjustable Stand, VGA/DVI
Q. Why is the Dell Installation CD not provided to College recipients of new Dell desktop and laptop computers?
A. For several reasons, and as a matter of College policy, the Dell Installation CD is not provided to College recipients of new Dell desktop and laptop computers.
First, the installation by the L&S IT Office of UWM's volume-licensed Microsoft Windows XP on new Dell desktop and laptop computers requires that the use of the OEM (i.e., original equipment manufacturer-supplied) version cease.
Second, the Dell Installation CD is incompatible with UWM's volume license version of Microsoft Windows XP. Users cannot use UWM's license key to install Windows XP from the Dell Installation CD. Nor can the Dell license key be used to install Windows XP from UWM's volume license version of Windows XP.
Third, the Dell CD includes obsolete, potentially conflicting information and software that could well prove problematic for LSITO-imaged Dell desktop and laptop computers.
Q. Why is the Dell Users Manual not typically provided to College recipients of new Dell desktop and laptop computers?
A. The College provides a detailed L&S-specific "Users Manual" to all L&S recipients of new Dell desktop and laptop computers. Moreover, the Dell web site features extensive documentation of its hardware. Accordingly, as a matter of general practice, Dell Users Manuals are not delivered when new Dell computers are deployed to L&S recipients.
Q. What software is included in the L&S Windows XP desktop "image"?
A. Computers with the College's desktop "image" include the following:
- Operating system:
- Windows XP Professional
- Office suite:
- Microsoft Office 2003 Professional (includes Word, Excel, Access, PowerPoint, and Publisher)
- Microsoft Producer (PowerPoint enhancement)
- CutePDF (PDF Creation Utility)
- Web browsers:
- Mozilla Firefox (open source, successor to Netscape)
- Internet Explorer 6 (Microsoft web browser)
- E-mail client:
- Mozilla Thunderbird (open source, successor to Netscape Mail)
- Antivirus/security:
- McAfee VirusScan and ePO Agent (essential antivirus software)
- SpyBot - Search and Destroy ("spyware" detection and removal application)
- CD Burning:
- InCD (CD recording software for rewritable CDs)
- Nero Ultra 6 (CD burning software suite, including Back-It-Up)
- Media players/readers:
- QuickTime Player
- RealOne Player
- Macromedia Shockwave Player
- Macromedia Flash Player
- Adobe Acrobat Reader (reads .PDF documents)
- Telnet clients:
- Putty (secure telnet)
- FTP:
- Core FTP (file transfer application)
- Java:
- Java 2 Runtime Environment, SE v1.4.2_03
- Zip Utility:
- ZipGenius (file compression/decompression utility)
Q. What software is included in the L&S Macintosh "image"?
A. Computers with the College's Macintosh "image" feature the following:
- OSX Tiger 10.4.3 operating system, including its native applications: Address Book, Automator, Calculator, Chess, Dashboard, Dictionary, DVD Player, Font Book, iCal, iChat, Image Capture, Internet Connect, iSync, iTunes, Mail.app, Preview, QuickTime Player, Safari, Sherlock, Stickies, TextEdit
- Microsoft Office 2004
- Firefox web browser
- Thunderbird e-mail client
- Stuffit Standard 9.0
- Windows Media Player
- * Virex 7.7 and automatic "share mounters" (applications that "mount" network drives) will be installed by request.
- * Provided a license has been purchased, the iLife applications suite -- which includes iPhoto, iDVD, iMovie, Garageband -- will also be installed upon request.
Q. What is the College's policy on Computer Acquisition, Deployment and Support?
A. The College's policy addresses three modes of computer acquisition (and associated deployment and support): the Computer Acquisition Program or "CAP"; Department or Unit Purchase; and Computer Purchase for New Academic Hires. Download the attached PDF (47k) to view the policy.
Q. What is the College's current practice on the deployment of new PC's?
A. All new L&S Dell computers are delivered with a "Windows image" supplied by the College of Letters and Science's Information Technology Office. Any College of Letters and Science staff member who deliberately removes the "Windows image" from a new Dell computer will assume responsibility for any instance of "security breach" or "software license non-compliance" that occurs as a consequence of that action. For more information, view the attached policy (PDF 31k).
Q. How should I order a replacement or upgrade part for my L&S computer?
A. The L&S process for ordering such parts is as follows:
Upon receipt by the L&S IT Office of a request for a computer-related part,
- LSITO staff members will provide technical and vendor specifications to John Bartelt of L&S for the required part
- John Bartelt will order the required part, shipping it to LSITO (for subsequent delivery/and or installation)
- Jan Gomez of L&S will "bill" the L&S unit.
Q. Are laptops available for short term loan to faculty/staff?
A. The College IT Office has a limited number of laptops that are available for loaning to Faculty/Staff. The laptops are available to borrow for a minimum of one (1) week, and a maximum of two (2) weeks. Please fill out the online form and IT Office staff will contact you about your request. For more information, consult the laptop loan policy (PDF 43k) statement.
Q. How do I surplus/recycle "old" L&S computers?
A. Please review the Computer Hardware Surplus Process document (PDF 27k) to learn how to surplus an "out-dated" computer.
Q: Whom should I contact about campus IT policy?
A: The College's "Unit Technology Representatives" are:
- College Office: Sherry Kulhanek -- 229-6322 or sherry@uwm.edu
- Social Sciences: Bob Beck -- 229-5974 or rjbeck@uwm.edu
- Humanities: Nigel Rothfels -- 229-6041 or rothfels@uwm.edu
- Natural Sciences: Dick Toth -- 229-4661 or dtoth@uwm.edu
Q: Does the L&S IT Office repair printers?
A: The L&S IT Office cannot offer "printer repair service" per se.Often, L&S units contact ShadowFax to address their repair needs forlaser printers. In addition to being an authorized warranty service center for most brands of printers, ShadowFax will also repair printers that are out of warranty. ShadowFax may be contacted at:
http://www.shadow-fax.com/contact-us.htm
(800) 837-1918
service@shadow-fax.com
Please note: While ShadowFax will repair all types of printers, LSITO generally does not recommend paying to service InkJet-style printers. The cost of Inkjet-style printer service can often exceed the cost of replacing such a printer.
Q: If my computer's hard drive suffers a catastrophic failure and its data cannot be recovered with conventional methods, whom might I contact for data recovery?
A. Data recovery from a failed hard drive can prove a very expensive proposition. L&S has used http://www.ontrack.com/ for data recovery in the past. Other firms that provide data recovery service include:
