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Frequently Asked Questions

Q: What is the cost for website hosting?

A: Hosting varies by site traffic and starts as low as $360/yr. See the Web Hosting service for more information.

Q: Can I use my domain name that I purchased?

A: Fully qualified domain names can be used, but with two conditions:

  • With limited exceptions, the canonical/primary domain name for your website must be an institutional domain name, of the format unit.weill.cornell.edu or unit.weillcornell.org.
  • The fully qualified domain name must be transferred to ITS for technical management

See 11.16 Domain Name Policy for more information.

Q: Are there other content management systems that we can build our website on?

A: Drupal has been selected as the content management platform for WCMC.

Q: If I build my website myself using a website builder, will ITS support it?

A: No. Websites doing official college business must be built following the official college website standards.

Q: Will the website be optimized for phones and tablets?

A: Yes. All web sites built using WCMC Drupal are natively responsive, allowing them to dynamically redisplay for the appropriate device size.

Q: How long is a normal website project?

A: Typical website projects take 4-6 months following project kickoff.

Q: What support is offered for the website following launch?

A: We offer a wide range of day-to-day business services to help maintain, optimize, and tune your website as part of your business plan. See the Web Maintenance service for more information.

Q: We have a design ready, can someone there build it for us?

A: Websites built for official college business must adhere to design standards as defined by Web Communications and External Affairs. Please contact Web Communications for further details.

Q: What if my website shares branding with NYP?

A: Joint initiatives and units that are housed administratively within the College can have websites developed by ITS. Joint initiatives and units that are housed administratively within the Hospital should contact NYP Marketing for web site projects.

Q: What's the minimum amount of computation that can be purchased?

A: Right now it's a core-year, designated as 8585 core-hours. The cost is $400 per year. 

Q: How does this compare with Amazon?

A: Amazon typically provides spot instances that are overprovisioned; RedCloud Secure provides dedicated resources for as long as the user keeps the instance running. 

Q: Does WCMC have a standard biobanking system?

A: Not yet, but one is expected to be determined in 2016. Existing needs should be met in alignment with this direction and in consultation with the faculty steering group. 

Q: What is the Weill Cornell Medical College password policy?

A: Please refer to our Password Policy page for more information. 

Q: What is 'myPassword'?

A: myPassword is a system for changing and synchronizing your Center Wide ID (CWID) password and allows you to reset your password, even if you have forgotten it. myPassword does this by asking you to create a series of questions that can be used in place of a password to verify your identity. Once your identity has been verified, the system will automatically prompt you to change your password to something you know.

If you also have a user account at NewYork-Presbyterian Hospital (NYP), updates you make in myPassword will automatically apply to both your NYP and WCMC accounts. For example, if you use both Epic and Eclipsys, you can change your password at the WCMC myPassword web page and it will automatically change for both your Epic and Eclipsys logins. 

Q: Which applications are affected by myPassword?

A: Most applications that require your CWID for access are managed by myPassword. Your access to these programs depends on your affiliation with WCMC and NYP.

Q: I'm a NewYork-Presbyterian employee with access to systems at WCMC. Where should I change my password? What systems will be affected?

A: You can change your password at either the WCMC myPassword page or theNewYork-Presbyterian myPassword web page. Any system requiring your CWID which you have access to will be affected.

Q: I went through the myPassword setup, and now I've forgotten my actual password. What do I do?

A: Go to myPassword. On the first screen, enter your CWID and click the 'Login' button. On the next screen, click the 'Answer My Private Questions' button. Answer the questions presented on the next screen correctly and you will be brought to the password change screen where you can change your password to something you know. If you've forgotten the answers to your to your questions, contact the ITS Service Desk to have your password reset.

Q: Can I choose not to fill in the private questions portions of myPassword?

A: No. We use these questions to help identify you if you forget your password. 

Q: How long will it be before I have to change my password again?

A: Passwords should be changed at least every three months. Your previous three passwords may not be reused. An email reminder will be sent to you as the time to change your password draws near.

Q: How will changing my password affect my Outlook email and calendar?

A: Once you change your password, you will likely have to provide the new password to Outlook. In most cases, you will only be prompted to put in your new password once. 

Q: Can I opt out of the myPassword system?

A: You cannot opt out of the myPassword system. WCMC is required by policy and good security practice to ensure that passwords are hard to guess and changed regularly.

Q: Will I get a record that I changed my password?

A: Yes, upon changing your password you will receive an email that indicated the successful change. 

Q: What if I forget my password and the answers to my private questions?

A: You can call the ITS Service Desk at 212-746-4878 to have your password reset using additional steps. 

Q: I've already changed my password in the last six months. Do I have to change it again?

A: Yes. We encourage users to change their password to ensure your account is setup in the new myPassword system and that you have set up your private questions and answers to reset your password if you forget it. 

Q: What is the maximum file size I can email as an attachment?

A: The maximum file size is 25 MB if you are sending the attachment via Outlook or Webmail. To send larger attachments up to 2GB, use the File Transfer Service.

Q: What is the "Clutter" folder in my email account?

A: Clutter is a feature designed to move low priority messages out of your inbox and into their own folder, saving you time when you scan for important messages. Once you activate it, Clutter looks at what you've done in the past to determine the messages you’re most likely to ignore. It then moves those messages to a folder in your inbox called Clutter items.

The Clutter items folder will be available regardless of how you access your account. Clutter and junk email are both filtered out before they reach your inbox. Junk email is evaluated first, and filtered based on the characteristics of the messages themselves, for example the subject or the server it was sent from. Next, Clutter analyzes the remaining messages destined for your inbox, and filters out the types of messages that you usually ignore or don't respond to, based on your past behavior.

Visit the Microsoft website for more information about using Clutter, including how to turn it on and off.

Q: How do I search for NYP contacts in Outlook/Webmail?

A: NYP did not migrate to Office 365 for its email system, so it is no longer possible to search for NYP contacts using the Global Address Book in Outlook or Webmail.

If you are a WCMC employee and you need to search for an NYP contact, you have two options:

  1. Search for the NYP contact with the WCMC Directory.
  2. Connect to the LDAP Directory. LDAP is an additional directory that will allow your mail client (Outlook for Mac, Outlook for Windows, Apple Mail) to search for NYP contacts. View the "Guide" section of the O365 Email & Calendar page for more information on how to connect to LDAP.

Q: How do I get my smartphone tagged?

A: First you must make a request, and then visit one of our SMARDesk locations, or request that a technician come visit you.

  1. Visit myHelpdesk and click Submit a Request, then click Employee Smartphone Service Request Form. Fill out the form and submit.
  2. You’ll receive a confirmation message with a link that will take you to a booking page where you can schedule the time and date of your SMARTDesk appointment. If you are off-campus, you can request a technician visit. 

Q: Do I need to take HIPAA training?

A: Training in the Health Insurance Portability and Accountability Act (HIPAA) is required for all WCMC employees, regardless of whether your work is patient-related. When you begin your employment at WCMC, Human Resources will indicate how you can take HIPAA training in WTMS. This training must be completed within the first 45 days of your employment. Please note that all Weill Cornell employees, regardless of how long they have been working for the institution, may be asked to retake their HIPAA certification when updates are made to the policy. Your department will be notified if you are required to retake the certification.

Q: How can I add course content in LMS for others to see?

A: Training Administrators and instructors can upload and administer course content in LMS. If you require this access, please contact its-training@med.cornell.edu for more information.

Q: What courses are available in LMS?

A: There are dozens of courses in the WTMS course catalog. You can view available courses by logging into the Weill Business Gateway and clicking the "My Workspace" tab. Once there, you will find a link to "Learning" and be able to search the entire course catalog to view all course offerings.

Q: What is MobileIron?

A: MobileIron is a mobile device management (MDM) system that provides ITS with a means of governing mobile access to WCMC resources, including email, calendar, contacts, and other central applications. Through the use of MobileIron, which is a free application that is installed on a governed mobile device, ITS has the ability to configure devices with the appropriate WCMC settings to allow access to Wi-Fi networks, a WCMC email account, and WCMC applications. As a benefit to both WCMC and the end user, MobileIron helps manage compliance with security policies and other regulations by enforcing device encryption and the use of a passcode to reduce the risk of accidental or improper disclosure of data In the event the device is lost or stolen.

Q: Is MobileIron required for my mobile device?

A: Yes. Any mobile device (smartphone or tablet) configured with a WCMC email account (or wishing to access the WCMC Wi-Fi network) must have MobileIron installed. Without MobileIron, WCMC cannot ensure the security of all devices with WCMC data. In the event the device is lost or stolen, there are no assurances that WCMC data has not been breached or inappropriately disclosed. Weill Cornell's faculty, students, and staff create and share a wealth of information on their mobile devices every day, much of which may be confidential. Should your device become lost or stolen, ITS can locate or wipe your device remotely at your request to make sure this data never gets into the wrong hands. Even if you do not regularly work with confidential data, it can protect the other content on your phone and is necessary for inventory tracking by your department. Not only does it protect you, it protects everyone who does business with Weill Cornell.

But I don't access clinical or confidential data. Do I still need MobileIron?

Yes. WCMC's definition of confidential data extends beyond protected health information (see ITS 11.03 - Data Classification). If you use your mobile device to access the WCMC wireless network, you are using Weill Cornell resources and will need to have MobileIron installed.

Q: Can ITS spy on my mobile device once MobileIron is installed?

A: No, ITS cannot spy on your device through MobileIron, nor is ITS interested in actively monitoring your device. In addition, ITS enforces very minimal requirements and restrictions on your device – a password, which enables encryption. Here are things MobileIron does not do:

  • View or read your SMS and MMS messages
  • View your pictures
  • View your website browsing history
  • Turn on your camera to take photo or video
  • Listen in on your conversations
  • Open or delete your files and applications
  • View contents within your applications
  • Drain your battery

Also, ITS does not read individual emails in your Weill Cornell account, nor can we access any personal email from external sites like Gmail or Yahoo! Mail. ITS uses a data loss prevention software in accordance with College policy (see 11.02 - Privacy of the Network and 11.03 - Data Loss Prevention) to make sure confidential data is not sent to external accounts (those that do not end in @med.cornell.edu) without encryption.

It is important to note that although ITS does not actively monitor emails, Weill Cornell reserves the right to access, review, and release electronic information under circumstances necessitated by legal or regulatory requirements.

Q: I lost my device! What should I do?

A: If your device is lost or stolen, notify the Service Desk and your department administrator immediately. ITS will work with you to locate your device or wipe any Weill Cornell services to prevent a breach of confidential data. If you are unsure of the whereabouts of the device, it is also recommended that you file a police report with campus security of local authorities.

Q: If my mobile device is remotely wiped, will my personal information also be deleted?

A: No. If your phone is lost or stolen, ITS will only wipe Weill Cornell services. However, if requested, ITS can wipe the entire device. Contact the Service Desk for more information.

Q: What information does MobileIron collect about me and my device?

A: MobileIron collects the following information about your device:

  • Identifying information about you, the end user, so ITS is aware who the device belongs to. This includes your name and your WCMC email address. 
  • Device specifications, including the make and model of the device you are using, the device's phone number (if necessary), the device's operating system and version, your cellular/data provider, the device serial number, status of the battery percentage, etc.
  • Amount of used and available space on your device.
  • A list of WCMC-deployed (“managed”) applications on your device (ITS cannot see any personal applications that you may have installed).
  • Location data, if you grant permission to the MobileIron application, in the event your device is lost or stolen and you request ITS to help you locate it. Please note that ITS does not use this data to actively monitor your location and it will only be viewed at your request.
  • Status of the MobileIron application, the security certificate, and security status. 
  • An inventory of installed security certificates, security compliance profiles (e.g., password settings), WCMC-deployed (“managed”) applications as well as a log of Mobile Device Management (MDM) communications (e.g., last check-in time with the server, diagnostic errors).

Q: What changes will I see on my device once MobileIron is installed?

A: When MobileIron is installed on the device, a list of "profiles" with configuration settings will appear under Settings > General > Device Management. Among the profiles is an "Exchange Account" setting, which is a configuration profile that sets up your email and appears in the "Mail" app and the "Mail, Contacts, Calendar" settings. The "Password Policy" profile appears under the "Restrictions" area, which enforces a passcode to unlock the device. This enables encryption where the passcode is the "key." You are also permitted to use your fingerprint (if supported by your device) to make it easier to unlock the device.

The other settings that are deployed include additional features that provide easy access to the network, such as connecting to WCMC Wi-Fi networks. ITS also has some "web clips," which are essentially bookmarks that point you to WCMC Emergency information and other helpful internet resources. ITS can also deploy or publish "managed applications," which are applications that can be used for work purposes, such as Lync. ITS also have the ability to deploy paid applications, which may occur in the future. Most noticeably, you'll see a group of four apps installed on your device, which are described below:

mobile-iron-screenshot.png

MobileIron: The MobileIron app allows ITS to apply and enforce certain settings on your device to ensure security. You do not need to configure any settings in this app and will most likely not need to access it. However, ITS can use MobileIron to send important messages to your mobile device and suggest upgrades to applications that are relevant for WCMC (e.g., Lync, WebEx, etc.).

WCMApps: ITS can use WCMApps to conveniently "bookmark" apps you may find useful for work. This can include apps like Adobe Acrobat Reader or Epic Haiku. Clicking on a recommended application will lead you to the App Store where you can download it. (Please note that the App Store may charge you for some downloads.) You can periodically check this feature in the future as ITS recommends more apps to the Weill Cornell community.

Intranet: This links you directly to Weill Cornell's intranet page from your mobile device.

WCMC Home: This links you directly to the home page of Weill Cornell's website. MobileIron also changes security settings on your mobile device once it's been installed. When your mobile device remains idle for a period of time, it will automatically lock and require a passcode of your choosing to unlock it. Per Apple's default settings, if you fail to input the correct passcode 10 times in a row, your mobile device will be completely wiped. (If this happens, you would need to input all your information from scratch or restore your information using a backup from iTunes.)

Q: Can I still access the WCMC Wi-Fi connection and my Weill Cornell email without installing MobileIron?

A: No, ITS requires MobileIron be installed and configured in order to access these services.

Q: Which devices does MobileIron support?

A: At this time, MobileIron can only be installed on Apple iOS devices (i.e., iPhones and iPads) running iOS 5 or above and Android devices running Android 4.x (Ice Cream Sandwich) or above. ITS is testing additional mobile platforms, such as Windows Mobile, to ensure proper functionality with MobileIron.

Q: How is MobileIron different on an Android device?

A: On an Android device, ITS configures a MobileIron "container," which is a secure environment within your mobile device. The container separates institutional or enterprise data from your personal data. This separation happens seamlessly and is almost transparent to the mobile device user. It also offers encryption and extra security by providing dual authentication. This not only encrypts institutional data, but it makes you HIPAA compliant, a prerequisite for mobile data and content at WCMC.

On your Android:

  • You will be required to generate a unique PIN to access your container. This PIN is different from your lock screen PIN or device encryption. This comes in handy for people who may share a device with children or someone else, allowing them access to personal applications on the device, but restricting access to anything sensitive within the container. Currently, the PIN is a minimum of 4 characters and should NOT be the same as your lock screen PIN.
  • Applications in the container will still reside alongside your current applications, but will display a small lock badge. This lets you know which applications are part of the container and need a PIN to access:

android-email-jpg.jpg

Important: As a part of security and separation within the container, items may be brought into the container but not outside of it. You may delete items within the container, but you cannot save a secured item outside of the container.

Q: How often will I get an End User digest?

A: By default, you will receive an End User Digest once a day around 6 p.m. (EST) if messages have been placed into your quarantine since the last digest was sent.

Q: I don’t want to receive End User digests anymore. How do I stop them?

A: If you don't want to receive a digest, you can change your settings in your Proofpoint account:

1   Log into antispam.med.cornell.edu

2   Click "Profile" on the left sidebar

3   Select "Settings"

In the "My Settings" window, uncheck the box next to "Send digest with new message in my End User Digest." If this box is unchecked, you will no longer receive a digest.

end user digest

Q: What is the Learning Management System (LMS)?

A: LMS is an online portal that allows WCM students and staff to conveniently review course offerings, register and complete training. Users with administrator/instructor roles can add course content and use LMS to administer training to end users.

Q: What courses are available in LMS?

A: You can view available courses by logging into the Weill Business Gateway (WBG) and clicking the "My Workspace" tab, and then the "Learning" tile. You will see your own learning portal with courses you can take.

Q: How do I register for courses?

A: There are three ways to register for courses depending on the course you need to take. One is to self-register. This can be done by logging into WBG and clicking the ESS tab (please review our login instructions). You can browse all course catalogs or search for a specific course.

The second way to register is for a supervisor or Department Administrator to register on your behalf. This may occur if your department determines you need access to specific applications, such as Purchasing in WBG. If this happens, you will receive notifications about how to attend training.

The third way is for a trainer/instructor to pre-register you for a course. Again, you will receive notifications from WTMS via email if this occurs.

Q: Do I need to take HIPAA training?

A: Training in the Health Insurance Portability and Accountability Act (HIPAA) is required for all WCMC employees, regardless of whether your work is patient-related. When you begin your employment at WCMC, Human Resources will indicate how you can take HIPAA training in WTMS. This training must be completed within the first 45 days of your employment.

Please note that all Weill Cornell employees, regardless of how long they have been working for the institution, may be asked to retake their HIPAA certification when updates are made to the policy. Your department will be notified if you are required to retake the certification.

Q: I would like to create course content in LMS for others to use. How can I do that?

A: If you would like to become a Learner Administrator, please contact its-training@med.cornell.edu for more information.

Q: I want to register for a course, but have been denied access. Why?

A: Not all courses are open to everyone. This is because certain courses require authorization from a Department Administrator.

One example is training for Purchasing in Weill Business Gateway (WBG). A Department Administrator determines who in his/her office will have access to this tool and registers staff accordingly.

If you feel you should have access to a course on WTMS, you can speak with your Department Administrator, or contact the ITS Service Desk for assistance.

Q: I registered for a course on a certain day and now I need to reschedule. How do I do that?

A: You can cancel and re-register courses by accessing WTMS from the WBG portal in the ESS tab. Additionally, your instructor may cancel a course and reschedule for you.

You can view our self-paced WTMS tour for details on how to reschedule courses.

Q: Where can I go for support on using LMS?

A: Documentation on our LMS can be found on Helpfiles. For further assistance, please contact our Service Desk.

Q: What is lynda.com?

A: lynda.com is a leading online repository of training materials and courses that you can access at any time. 

Q: Why should I use lynda.com?

A: lynda.com is a great way to learn about new technologies at your own pace. You can view courses whenever you wish and customize your own playlists to save courses for viewing at another time.

Q: Who is eligible for access to lynda.com?

A: All WCMC faculty, staff, and students can access lynda.com so long as they have a valid CWID and password.

Q: Do I need to request access?

A: No. You should be able to access lynda.com with your WCMC credentials.

Q: Do I need to pay for this service?

A: No, WCMC faculty, staff, and students have free access to all courses on lynda.com so long as they sign into the website with their WCMC credentials.

Q: What do I need to access lynda.com?

  • A valid WCMC CWID and password
  • Internet access
  • Q: How do I log into lynda.com?

    A: Read these instructions to log into the site.

    Q: I forgot my password. What do I do?

    A: Your access to lynda.com is connected to your WCMC email account. To change your password, visit mypassword.med.cornell.edu.

    Q: Do I need to be on the Weill Cornell network to access lynda.com?

    A: No, you can access lynda.com from any device that has an Internet connection.

    Q: How do I search for a course?

    A: Here are the tools you can use to find what you are looking for: 

    Site Search:
    At the top of each page on lynda.com there is a search box that you can use to find key words from the course material and headings. Advanced filtering displays are available to the left of the results of the initial search. Entering filter terms will help you narrow down the results by category, vendor, software, and author. 

    Search this course:
    You can find information from within specific courses much more effectively with the Search this course feature, which allows you to search the dialog, headings, and key words from one specific course. New courses or older courses that have added Closed Captioning will allow you to search the course material and will return results specific to chapters, specific movies, and specific time codes within movies. 

    Browser Page Searches:
    You can search any page on the Internet for letters, words, and phrases with this handy trick. By pressing control + F (Windows) or Command F (Mac), your browser should add a "find" field at the bottom left or top right corner of your browser window where you can type anything you wish to be highlighted on the page you are viewing. If your browser finds multiple results for the information you searched for you can cycle through them with the next and previous arrows next to the find box.

    Q: What are the recommended settings to view the lynda.com site?

  • Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer
  • Adobe Flash Player Plugin
  • JavaScript and cookies must be enabled
  • A broadband Internet connection
  • Q: Can I download your online tutorials?

    A: You can download tutorials from lynda.com's free iPhone and iPad app to watch courses offline - even when there's no Internet available. This is not available via the main lynda.com website. 

    Q: A course I wanted to take is not available on lynda.com. What should I do?

    A: lynda.com keeps track of every request it receives and is tuned in to the needs of their members. Here's how to send lynda.com a new course request:

    • Make sure you are logged into lynda.com.
    • Select the Support menu, located at the bottom of the page.
    • Select Contact us.
    • To the right of the Department field select New Course Requests under Feedback.
    • Please fill in your contact information, a subject message, and your request.
    • Type the two words you see in the captcha (so we know you aren't a robot).
    • Click send.

    Q: How do I activate closed captioning?

    A: To enable Closed Captioning within a movie, select the small CC button near the bottom of the window when you launch a movie. If you do not see this button, Closed Captioning is not available for this course.

    Q: What are the recommended settings for accessing lynda.com via its mobile apps?

    A: m.lynda.com (viewing lynda.com on mobile browsers)

    • Default Android browser or Mobile Safari
    • Android 2.3+ or iOS 7.0+

    iOS app

    • Devices: iPad2+, iPhone 4GSM or iPod touch (5th generation)
    • iOS 7.0+

    Android app

    • Devices: All android phones and tablets
    • Android 2.3+

    Win8 app

    • Devices: All tablets, laptops and desktops
    • Windows 8.1+

    Q: Where can I go to download the lynda.com app?

    A: Please visit this webpage for links to mobile apps for all devices lynda.com officially supports.

    Q: Can I view courses offline?

    A: Yes. Your membership allows you to download courses on iOS app or Android app to watch offline where Internet connection is not available.

    Q: How many courses can I download?

    A: As many as you like - the only limitation is your iPhone or iPad storage space.

    Q: How long will I have access to view downloaded courses?

    A: You'll continue to have access until you delete them. (If you haven't logged into the app for 30 days, you'll be asked to go online and log in to lynda.com to verify your membership.)

    Q: What features are currently not included at the mobile site?

    A: The mobile site is meant for you to watch the lynda.com movies on the go, so some features are not yet available on the mobile site. For example, administrator account management, account upgrade/downgrade, bookmarks, closed captioning, exercise files, and certificates of completion are not available at this time.

    Q: Can I used closed captioning, auto-play, or double speed on the mobile site player?

    A: Unfortunately, not right now. Currently you can only use closed captioning, auto-play, and double speed with the player on the full site.

    Q: I have a low-cost data plan. How can I watch the lynda.com movies without racking up my data usage?

    A: Please note that ITS and the Wood Library are not responsible for charges to your data plan for accessing lynda.com. We recommend using a Wi-Fi connection while watching lynda.com videos if you have a low-cost data plan. You can also set up your mobile movie quality as "low, for slower connections" in your m.lynda.com mobile settings.

    Q: My video isn't playing. What should I do?

    A: Most issues are solved by clearing your web browser's cache and cookies or logging out and logging back in. It may be easiest to switch to an alternate player by holding your cursor over your name at the top right of the page and selecting site preferences. Below are additional troubleshooting tips that will usually solve any playback issue:

    • Log out of lynda.com, quit your browser, and then log back in.
    • Try clearing your browser's cache and cookies.
    • See if restarting your computer solves the problem.
    • Make sure any privacy software, security software, or browser add-ons you may be running are not causing the problem.
    • Try removing browser add-ons.
    • Make sure your operating system has all its important updates.
    • Try using a different web browser like Chrome or Firefox.

    If all else fails, please contact the ITS Support Desk at support@med.cornell.edu.

    Q: Why do I see strange characters/code/gibberish when I try to watch a training video on my iPhone or iPod Touch?

    A: You might have JavaScript disabled. Here is how to check and fix your settings:

    • Launch the Settings application
    • From the Settings application tap on Safari
    • Scroll down and make sure that JavaScript and Plug-ins are set to ON.
    • If they were set to ON already make sure that Accept Cookies is set to From Visited.
    • If that was already set as well tap the Clear History, Clear Cookies and Clear Cache buttons below that. You will need to confirm each operation.

    Q: I can't open an exercise file included in a tutorial. What should I do?

    A: Please note that many exercise files that come with tutorials are formatted to be used in the application being discussed in the course. For example, if you are taking a course on InDesign, the exercise files will most likely require you to already have InDesign. Please ensure you have the appropriate applications before downloading the exercise files.

    Q: I have an older version of Acrobat Professional already installed on my computer, What will happen?

    A: Once Acrobat Professional XI is installed, older versions will be replaced.

    Q: I also have Adobe Reader on my computer. What will happen?

    A: Once Acrobat Professional XI is installed, Reader will remain installed but Pro 11 will automatically become the preferred or "default" application used to open PDF documents. ITS recommends using Acrobat Pro XI going forward instead of Reader. If you would prefer to have Adobe Reader removed once Pro XI is installed, please contact the Service Desk or visit the SMARTDesk for assistance. 

    Q: Which institutions use eduroam?

    A: eduroam is available at hundreds of educational institutions in the U.S. and thousands more around the globe. To find out which institutions use eduroam, please click the links below: 
    U.S. eduroam locations
    International eduroam locations

    Q: What is eduroam?

    A: eduroam (education roaming) is an authenticated wireless network which allows users from participating institutions to access the Internet from any eduroam-enabled institution.

    Q: Who can use eduroam?

    A: While on the WCMC campus: 
    At this time, if you work for or attend Weill Cornell, you will not need to use the eduroam wireless network while on campus. You should be using the WMC Secure wireless network to have seamless access to all WCMC resources.

    If you are a WCMC visitor, you can log into eduroam provided you are part of a partner institution.

    While off campus:
    If you work for or attend Weill Cornell and are visiting a partner institution that uses eduroam, you can use your WCMC credentials to log into their eduroam wireless network.

    Q: What will I be able to access when logged in to eduroam at Weill Cornell?

    A: • Access to a secure wireless network dedicated to eduroam participants
    • Unrestricted Internet access which allows use of email and VPN clients
    • Managed access with your home institution username and password 

    Q: Does eduroam require a usage fee?

    A: eduroam is free at all partner institutions worldwide. The providers of eduroam hotspots make the service available to benefit all members of the research and education community.

    Q: Is eduroam safe to use?

    A: eduroam uses the security and authentication standards of each institution, so you will be accessing wireless service that typically exceeds commercial hotspots. Be aware that when using the general Internet at an eduroam hotspot, the local site security measures at that hotspot will apply to you as well. For example, the firewall settings at the visited place may be different from those you are used to at home, and as a guest you may have access to fewer services on the Internet than you have at home.

    Q: Does eduroam work on different platforms?

    A: eduroam works on Windows, Linux, and Mac operating systems.

    Q: How do I log in to eduroam?

    A: Connecting to the eduroam wireless is just like connecting to any wireless network on your device. You will use your CWID and password to connect if Weill Cornell is your home institution. 

    Q: Where can I find support on using eduroam?

    A: If Weill Cornell is your home institution, you can contact the ITS Service Desk.

    If you are from a partner institution, you should contact your home institution's IT help desk.

    Q: How can I receive faxes sent to me?

    A: Delivery options for faxes sent to your fax account (if enabled) can be configured for:

    • Email attachment (can be sent to either individual email address, or distribution list)
    • Print (can be printed to any ITS Tagged network printer/Xerox
    • Network Share – can be saved to a network folder
    • Standalone fax machine – can be forwarded to another phone number associated with a legacy standalone fax machine
    • Client – can be viewed using the Rightfax application on your desktop.

    Q: How can I send faxes?

  • Configured Xerox MFC
  • Client – Rightfax application installed on your desktop
  • Standalone fax machine – can be sent from an analog line
  • Q: What is device encryption, and what does it do?

    A: Encryption is a technology that protects the contents of your device from unauthorized access by converting it into unreadable code that cannot be deciphered easily. It is a much stronger level of protection than typical security features, such as logging into an operating system with your CWID and password or protecting individual files with passwords. Whole disk encryption is used to protect the entire contents of your device.

    Q: Do I have to encrypt my device?

    A: All devices tagged by ITS and used for WCMC purposes must be encrypted using an ITS-managed encryption solution unless otherwise exempted as defined in the ITS Device Encryption policy (11.06). This is to help protect you if you store, send, or receive any of the following types of confidential data, such as:

    • Social Security Numbers
    • Financial information, such as credit card and bank account numbers
    • Protected Health Information as defined by HIPAA
    • Research information
    • Other WCMC-proprietary information

    Many people receive and store this information on their devices, even if they do not realize it, which is why we are mandating encryption on all tagged devices across the institution. The full definition of confidential data can be found in the ITS Data Classification Policy (11.03) and the ITS Device Encryption policy (11.06).

    Q: Can I opt out of encrypting my laptop?

    A: Encryption is a relatively easy way to safely secure the data on your laptop from theft, misuse and loss. In the event that an exception to encryption is proposed, you must complete the Request for Device Encryption Exemption form and have the request approved by your Department Administrator, the Department Chair, or an equivalent senior manager. All exemption requests will be reviewed by ITS Security. Any exemption denials may be appealed by the requestor and will be brought to and reviewed by the Information Security and Privacy Advisory Committee (ISPAC). Exemptions are granted temporarily and will need to be recertified annually and/or if the purpose of the device or the job responsibilities of the requestor change. If an exempted device is misplaced, lost, or stolen, all associated costs for forensic investigation and legal and regulatory reporting will be charged to your department. Please contact Brian Tschinkel, Information Security Officer, atbrt2008@med.cornell.edu with questions on this process.

    Q: How much does it cost to encrypt my laptop?

    A: For any ITS-tagged laptop, encryption is provided at no additional charge. We are available to assist and provide "best effort" support to encrypt untagged devices that meet our hardware requirements. Users are strongly encouraged to make an encrypted backup of the device data and verify it for accuracy and completeness.

    Q: What type of encryption software does ITS use?

    A: ITS uses Microsoft's BitLocker Drive Encryption for devices running Windows 7 or above and Apple's FileVault 2 for devices running Macintosh OS X 10.7 Lion or above. Both of these encryption solutions are native to the respective operating system and offer significant improvement in system performance. Symantec's Pretty Good Privacy (PGP) is being phased out and may only be used to support legacy devices requiring encryption. Mobile devices, such as tablets and smartphones, are encrypted using native device encryption that is enforced by our mobile device management solution.

    Q: What can I do if my device does not meet hardware requirements?

    A: ITS recommends Macintosh users upgrade to OS X 10.7 Lion or higher. Encryption solutions for previous versions of OS X, such as the original version of FileVault, do not provide whole disk encryption and are not compliant with the Device Encryption policy. We also recommend that Windows users upgrade to Windows 7 or higher.

    Q: I have a desktop computer that stores confidential data as defined in the data classification policy. Can I have it encrypted?

    A: The latest revision to the ITS Device Encryption policy (11.06) now requires that all tagged desktops are encrypted with the ITS-managed encryption solution.

    Q: Do BitLocker, FileVault 2, and PGP encrypt my entire hard drive?

    A: Yes! Many types of encryption software do not encrypt the entire drive, but the ITS-managed encryption solutions utilize whole disk encryption, which means every sector of your hard drive will be encrypted.

    Q: How long does it take to encrypt my hard drive?

    A: It takes about 15 minutes to install the encryption software, and then between 4 and 10 hours to finish the encryption, during which time you can use your computer normally. After the initial encryption is complete, the encryption should not disturb you while you work.

    Q: Will my computer act differently after it has been encrypted?

    A: Devices encrypted with BitLocker Drive Encryption and FileVault 2 will not require any additional steps to access your data. Both encryption solutions are native to Windows and OS X, respectively, and require no additional logins. Legacy devices encrypted with PGP will require an additional password when first powering on your device. This separate password ensures only you can access your encrypted data. You can assign a separate password for this purpose but it can be the same as the CWID password you normally use to log into your computer.

    Q: Will my computer run slower once it is encrypted?

    A: Occasionally, there is a minute reduction in computer speed after encryption. In general, this is unnoticeable on all but very old devices, such as those more than four years old.

    Q: Should I back up my computer before it is encrypted?

    A: Yes! While we do not anticipate having any problems during the encryption process, it is always a good practice to back up your data to an encrypted removable storage device and verify it for accuracy before encrypting your laptop. If you need assistance with your backup, please contact Support.

    Q: I store confidential data on a removable storage device (USB thumb drive, external hard drive, etc.). Can I encrypt my removable storage device using BitLocker or FileVault 2?

    A: Yes, but due to compatibility with different types and versions of operating systems, we recommend choosing removable storage devices that are pre-encrypted that are compatible with nearly any computer. ITS is available to assist in choosing a compatible pre-encrypted drive.

    Q: Can I encrypt the device myself?

    A: Yes, but due to compatibility with different types and versions of operating systems, we recommend choosing removable storage devices that are pre-encrypted that are compatible with nearly any computer. ITS is available to assist in choosing a compatible pre-encrypted drive.

    Q: What happens if I forget my password? Will I be locked out of my data forever?

    A: No. By utilizing an ITS-managed encryption solution, the recovery keys are securely stored in a central system. If you need to recover your data on devices encrypted with BitLocker or FileVault 2, you will need to contact the Service Desk to validate your identity. A technician will then enter the recovery key to allow you to decrypt and access your data.

    If you forget your password on a legacy PGP-encrypted device, you will need to contact the Service Desk and validate your identity. Once your identity is confirmed, the Service Desk will issue you a temporary (usable only once) password and then help you change it to something only you know.

    Q: Why and how do you verify my identity if I forget my password?

    A: We verify your identity because we want to ensure you are who you say you are before we give you a password or enter a recovery key to provide access to your data. We do not want someone who has stolen your laptop to circumvent our encryption system by claiming to be you. Prior to encrypting your device, you will be required to sign up for the myPassword management system. You will be asked to answer 5 questions about yourself (i.e., what is your favorite color?, what city were you born in?, etc.). If you forget your password or need a recovery key, the Service Desk will ask you for the answers to some of these questions. Once you have answered them successfully, we will work with you to recover your data as described above. If you cannot remember the answers to your questions, we will require that you visit us and show an ID or, if that is not possible, fax a copy of your ID to us for verification.

    Q: How does encryption work?

    A: There are many types of encryption but the basic concept is to encode information (data) so that only those with the right "key" can decode and use it. Keys can be any random string of letters and numbers. For more information about the various encryption solutions used by ITS, visit the links below:

    Q: I've already encrypted my device on my own. Do I have to use the ITS-managed encryption solution?

    A: Yes. In order to properly secure and protect the information stored on your tagged device, an ITS-managed encryption solution must be used.

    Q: What is the Information Security Breach and Notification Act? What does encryption have to do with it?

    A: The Information Security Breach and Notification Act, or ISBANA, is a New York State regulation that requires institutions such as WCMC that believe social security numbers, bank information numbers, or credit card numbers were stolen or lost from computers they own or operate (such as laptops, mobile devices, or desktops) to publically report the theft or loss to every individual affected. This is an expensive and timely process that could adversely affect the reputation of WCMC.

    WCMC is requiring encryption in order to implement extra security safeguards in the event of theft or loss. Lost or stolen encrypted devices are not subject to the notification requirement of the ISBANA regulations.

    Q: How does Secure Remote Archive work?

    A: Secure Remote Archive works through a combination of a web client and a small server software running on the user's computer. This allows unattended background transfer of very large number of files of any size.

    The transfer occurs between endpoints, which are basically storage places. Typically, one endpoint would be the Remote Archive, which is located in Ithaca, and the other endpoint would be your computer.

    Q: What do I need to use the Secure Remote Archive?

    A: To use the Secure Remote Archive, you need the following:

    1. A Globus account (which is available for free at globus.org)
    2. An account with the Secure Remote Archive (available through myITS)
    3. The Globus software, called Globus Connect Personal, which you can install on your computer here.

    Note that your Globus.org account is separate from your CWID and your Cornell account. If you forget your Globus.org password, you need to contact Globus for assistance.

    Q: How do I use Secure Remote Archive?

    A: Secure Remote Archive works by transferring your files to the Cornell Storage in Ithaca.

      1. Initiate the transfer by logging in the Globus.org website (see screenshot below). The "Log In" link is in the upper right-hand corner of the Globus website: 


    globus-login.jpg

      1. After you log in, click on File Transfer.


    globus-file-transfer.jpg

      1. Choose the two endpoints. One is your computer (on the left). The other one is the wcmc# endpoint on the right.


    globus-endpoints.jpg

    1. Navigate to the appropriate folders in both endpoints. Select the file(s) you want to move and then click on one of the arrows on top depending which way you want to transfer. The transfer will begin via the Globus Connect Personal application.

    Q: How can I check if a Remote Secure Archive transfer started or finished?

    A: In the top toolbar, click on Activity. It will show all you your transfers, which you can sort to your liking. You can also check which files are being transferred, which are complete and if there have been any errors.

    globus-activity.jpg

    Q: Why can't I transfer a file to Remote Secure Archive?

    A: Most problems are related to permissions. In the Transfer View, click on the failed transfer, marked with a red X:

    globus-failed-transfer.jpg

    Then, click on event log:

    globus-event-log.jpg

    Here, you see that you do not have permission to save where you wanted. Make sure you have permission from the owner of the folder, who is usually the Principal Investigator (PI) or the head of your lab.

    Q: Who is listed in the WCMC Directory?

    A: The directory contains information about the following types of active people:

    • employees at WCMC and WCMC-Qatar
    • faculty and non-faculty academics at WCMC and the WCMC Graduate School
    • students (although published information may be limited due to FERPA)
    • affiliates, such as NYP, HSS, or volunteers

    Q: Can I remove my contact information from the WCMC Directory?

    A: In accordance with our Directory Policy, all WCMC employees must publish current contact information in the directory. This includes:

    Phone numbers
    All WCMC employees must have one phone number listed published to WCMC/NYP (preferably the employee’s direct number, otherwise a department number). All exempt employees and faculty must have one phone number published publicly, meaning it is searchable on the Internet (preferably the employee’s direct number, other a department number). This number need not be published publicly for non-FLSA exempt employees.

    Email addresses
    All WCMC employees must have an email address published publicly. Only email addresses at the following domains are permitted to be published publicly or to the institution:

    • @med.cornell.edu
    • @cornell.edu
    • @nyp.org
    • @mskcc.org
    • @rockefeller.edu
    • @hss.edu

    Personal email addresses or other professional email addresses not ending in one of the above domains can be set to "Emergency" in order to receive important alerts from the college.

    Locations
    All WCMC employees must have a location published publicly. Valid locations are available from the directory drop-down menu.

    Q: Who can see my information in the WCMC Directory?

    A: Some information in the directory is required to be public, meaning all users, even those outside of WCMC, can see it (see more information on this). You will notice "Publish to" dropdown menus next to certain fields requesting your contact information. These dropdown boxes control settings of who is able to see your information. These definitions apply to the options for publishing various data:

    • Public: Viewable by all users (e.g., accessible to the Internet)
    • WCMC: Viewable by users logged in to the directory or users accessing from within the WCMC network
    • Department: Viewable by members of your primary department
    • Emergency: Not viewable, but accessible to emergency contact systems

    Q: Where does the data in the WCMC Directory come from?

    A: The directory is fed from a variety of sources including:

    • WOOFA: Faculty Affairs system for tracking faculty appointments
    • SAP: Human Resources-maintained system for tracking employees
    • POPS: Physicians Organization Profile System, for tracking clinical contact information
    • AMCOM: NewYork-Presbyterian Hospital phone directory
    • Avaya: WCMC's phone system
    • Jenzabar: Student systems
    • NetID2: NYP employee feed

    Q: Is the data in the WCMC Directory shared with other applications?

    A: Data in the directory is or will be used by a variety of applications, including VIVO and Office 365. For example, Office 365 uses your preferred name and title for your college email account. Generally speaking, the following types of data are shared with other applications:

    • Preferred name
    • Email (depending on visibility)
    • Phone number (depending on visibility)
    • Location (depending on visibility)
    • Headshot (depending on visibility)

    Q: Can I include a photo of myself in the WCMC Directory?

    A: Yes. All WCMC employees are encouraged to publish a professional business headshot to the directory. This can be done by logging into the system with your WCMC credentials, and then uploading your headshot to your profile (photographs must be a minimum of 200 pixels wide and 72 DPI in resolution). 

    Published photographs will synchronize with Microsoft Outlook, Microsoft Lync, and other downstream systems that use directory data.

    Acceptable photographs

    All directory photos should meet these requirements:

    • Photographs must include the face, head, and shoulders in a plain background not cropped too closely to the head.
    • Photographs must be in color.
    • Individuals should be posed and in professional attire.
    • Photographs must be a minimum of 200 pixels wide and 72 DPI in resolution.
    • Photographs must have been taken within the past five years.

    acceptable directory headshot

    Example of an acceptable directory headshot

    Unacceptable photographs

    The following types of photographs are subject to removal if uploaded to the directory:

    • Selfies
    • Pictures taken with a cell phone
    • Action or candid shots (such as sitting at a desk, giving a talk, or during a meeting)
    • Photographs with poor resolution (e.g., blurry or pixelated)

    Where to get a professional headshot

    WCMC employees may have a professional photograph taken in Art & Photography by contacting Patricia Kuharic at pkuharic@med.cornell.edu.

    Q: How do I fix incorrect information in my WCMC Directory profile?

    A: There are some fields you can update yourself, including phone numbers and locations.

    Other fields, like title, department, and email address, are verified by other departments, like Human Resources. 

    To change your legal name

    Please complete and submit a Personal Data Change Form to Human Resources-IMS .

    To change your title, department, or administrator/manager

    Please contact your Department Administrator, who may submit an Employee Change Form to Human Resources-IMS .

    Q: Can I download search results from the WCMC Directory?

    A: Yes. Users who log into the directory may download search results in a spreadsheet format. For example, let's say you want a list of current Department Chairs at WCMC. Search for "Chair," and your search will return a list of current Department Chairs. Click on the "Download..." button and select the format you would like to download the information.

    Q: How does the WCMC Directory integrate with the Emergency Notification System?

    A: The Emergency Notification System (Everbridge) is used by WCMC to alert our community during emergencies. The directory links to the Emergency Notification System and supplies the contact information used.

    Be sure to enter all of your emergency contact information, including where you can be reached during off-hours (home telephone, cell phone). You can select "Emergency Only" in the "Publish To" dropdown menu if you do not want the contact information displayed to others in the directory. More information on the Emergency Notification System at WCMC is available at http://cornellemergency.com/notification.

    Q: Can I use data in the WCMC Directory to create an advanced report?

    A: Yes. Please contact the Identity Management Team at idm@med.cornell.edu for assistance.

    Q: How do I log into a phone?

    A: By default, your extension should be appearing on your own phone’s login screen. However, if you see a message stating "Enter Extension and press Enter or OK," use your 5-digit extension as your username and password to log in.

    Q: Can I log into another person's phone?

    A: Yes. All Avaya phones allow you to log into another user's phone, which is a feature known as Guest Login. This is particularly useful if you have rotating staff using the same desk phone. To log into another phone, push the Home button, select Guest Login on the screen, and use your 5-digit extension and password to log in. By default, Guest Login will expire after 10 hours.

    Q: How do I retrieve voicemail when I am away from my desk?

    A: When you miss a call and receive a voicemail, your new phone will automatically deliver the voicemail to your WCMC email account. The email will include an attached .wav audio file of the voicemail message. Additionally, you can call 646-962-6800 from any phone and use your 5-digit extension and password to retrieve your voicemail.

    Q: How do I set up my voicemail to go to my WCM email Account?

    A: To set up your voicemail messages so they are delivered to your phone, visit myvoicemail.med.cornell.edu, log in with your 5-digit extension and password, and check your settings. You can also place a ticket with the Service Desk.

     

    Q: How do I bypass someone else’s voicemail greeting when trying to leave them a message?

    A: Simply press ** when you hear the voicemail greeting.

    Q: How can I log back into my phone if another user is still logged in?

    A: If you are at your own desk and see someone else’s extension still on your phone, push the Home button and scroll down on the screen to Log Out. Your extension should reappear on screen.

    Q: What kind of headsets can I use with my Avaya desk phone?

    A: The new Avaya phones support most enterprise class headsets that come with a physical base. Note that you cannot use a Bluetooth headset with these phones unless it comes with a physical base.

    ITS recommends the following headsets for the Avaya desk phone: 

    Wireless headsets:

    Wired headsets:

    Q: Why can't I log into WebEx?

    A: If you were redirected to this page when trying to log into WebEx, you do not have a host account.

    Do you need a WebEx host account?

    You do not need to have a WebEx account to attend WebEx meetings. However, if you need to create and host meetings, you may need a WebEx account to log into the wcmc.webex.com.

    Hosting a meeting with 20 or fewer people?

    • You do not need a WebEx account. All ITS employees have access to Microsoft Lync, which can be used to create online/phone conference meetings.

    Hosting a meeting with more than 20 people?

    • You may need a WebEx account. To obtain an account, please contact the Service Desk or submit a request through myHelpdesk.

     

    Just trying to join a WebEx meeting?

    If you are just a meeting attendee (not the host), you do not need to log into wcmc.webex.com. Please review your meeting invitation for the following information:

    • If you are joining a meeting via phone, simply dial the phone number given and use the access code included in the invitation.
    • If you are joining a meeting online, click the provided link in your meeting invitation.

    Q: What's the difference between Skype for Business and Lync?

    A: Skype for Business and Lync are essentially the same product. Microsoft purchased Skype and decided to change its Lync service to Skype, while keeping the same functionality. Therefore, Lync is now Skype for Business.

    However, Microsoft has not updated all of its Lync products yet. If you are on a Mac, you may still see Lync on your desktop, but Windows users will see the Skype for Business icon. All versions of the desktop client and mobile apps will eventually transition from Lync to Skype for Business. The difference in name does not affect the service's functionality in any way. If you are using Lync, you can still contact users on Skype for Business.

    Please keep an eye out for communications regarding transitions in this service in the future.

    Q: When should I use Skype versus WebEx for meetings?

    A: It's best to use Skype when fewer than 20 participants will be joining the meeting. WebEx's capacity is greater and can handle more than 20 participants. Additionally, WebEx is ideal for meetings where you have several attendees that are outside of the institution.

    Q: Is WebEx HIPAA compliant?

    A: WebEx is HIPAA compliant if you use it as a conference tool without uploading files to WebEx to store and save. If you just do desktop sharing during a presentation, that is also HIPPA compliant. 

    Q: Why can't I log into myApps on my Mac?

    A: If you have Safari 9 or higher, you may experience accessing myApps (myapps.weill.cornell.edu) to open certain applications, like WBG and Epic Hyperspace. If you are on a Mac and are using Safari 9, you can follow these recommendations:

    Make sure you have Citrix downloaded

    If you have never used myApps before, it is likely you have not yet downloaded the Citrix client, which allows you to access online applications. Scroll to the bottom of the myApps page and click the links provided to download Citrix to your device.

    Clear your cookies

    If you already have Citrix downloaded and still cannot access myApps, it's possible the cookies in your browser are creating an issue. Please follow these steps to correct the problem:

    1. In Safari, go to your toolbar at the top of your screen and click Safari > Preferences.

    safari preferences

    2. In the pop-up window that appears, click the Privacy tab and click the Details button.

    privacy tab safari

    3. In the next screen that appears, search for the word "cornell" in the top-right search bar and click the cornell.edu cookie that appears. Click the Remove button at the bottom of the screen.

    safari cookies

    Q: Can I schedule and start a WebEx meeting from Outlook?

    A: Yes. You can use Outlook to schedule meetings, invite attendees, and start WebEx meetings. Attendees you invite can join your meeting from their Outlook Calendars.

    To get started, download and install WebEx Productivity Tools from the Support, Downloads page on your WebEx site. For detailed instructions, see Productivity Tools: Installing and Configuring (WBS29.13, WBS30).

    You will need administrative privileges to install WebEx Productivity Tools on a Windows computer.

    Once productivity tools are installed, click Schedule Meeting in the Outlook Ribbon, then click Add WebEx Meeting and select a Meeting Center option from the Meeting Template field.

    When it's time to start a meeting, you can open the appointment on your Outlook calendar, then click the meeting link. You can also click Schedule Meeting in the Outlook Ribbon for additional options to find and start your meeting.

    Q: Can I schedule a recurring WebEx meeting?

    A: Yes. In the Date & Time section of the Advanced Scheduler, set the recurrence to None, Daily, Weekly, Monthly, or Yearly. You can then further customize the settings, such as the frequency and the end date.

    Q: Is there a limit to the number of people I can have in my WebEx meeting?

    A: Depending on the Meeting Center service type your organization has purchased, up to 1,000 participants may be able to join a WebEx Meeting Center meeting when using WebEx Audio (500 when using VoIP only or Other Teleconference service). The participant total includes the host, note taker, and closed captionist.

    Q: How do I share an application, a file, my desktop, or video during a WebEx meeting?

    A: After you start your meeting, click the button at the bottom of the sharing panel on the Quick Start tab. Select what you want to share with participants, such as a whiteboard or file.  Once you share something, participants will see what you see. You can also select Share from the meeting menu bar.

    Q: How do I share a presentation during my WebEx meeting?

    A: Select Share > File from the menu bar, or click Share File on the Quick Start page. Locate the presentation file you want to share, then click Open. Use the page controls at the top of the meeting window to move through slides. If you are sharing a presentation created with PowerPoint 2013 or later, the page controls will not advance through transitions and animations.

    If you have added notes to a shared PowerPoint presentation created with PowerPoint 2010 or earlier, they will be available to the presenter in the PPT Notes panel.

    For best results when sharing presentations created with PowerPoint 2013 or later, use Share Application.

    Q: How do I join a WebEx meeting from a PC or Mac?

    A: You can join a meeting in any of the following ways:

    • Open the invitation email and click the link. Enter your name, email address, and the meeting password (if required), then click Join Now.
    • Navigate to the WebEx site, then click Browse Meetings. Click the name of the meeting you want to join and enter your name, email address and the meeting password (if required), then click Join Now.
    • To join an unlisted meeting, click Unlisted Meeting, enter the meeting number, then click Join Now.

     

    Q: How do I join a WebEx meeting from a mobile device?

    A: To get started, download the Cisco WebEx Meetings app and install it on your device. The app is available for iPhone and iPad, Android phones and tablets, Windows 8 phones, and BlackBerry. (Note that ITS has a list of standard smartphones that we recommend for use on campus.) 

    If you have a WebEx account, locate the meeting on the My Meetings screen, then tap Join.

    If you do not have a WebEx Account, you can join a meeting using either of these methods:

    • Open the invitation email, then tap Join.
    • Tap WebEx Meetings, then tap Join by Number. Enter the meeting number, your name and email address, then tap Join.

    Q: How do I schedule a WebEx meeting?

    A: After you log in to your WebEx site, click Host a Meeting to expand the menu, then click Schedule a Meeting. Depending on how your site is configured, you will see either the Quick Scheduler or the Advanced Scheduler. Enter a meeting topic and time, as well as any other information you and the participants will need. Then, click Schedule Meeting.

    Q: I scheduled my WebEx meeting for 1 hour. Will it end automatically when the hour is up?

    A: No. The meeting will continue until it is ended by you or an alternate host. Participants can leave the meeting at any time, however.

    Q: How do I specify an alternate host for a WebEx meeting?

    A: On the Advanced Scheduler, click Invite Attendees, then click Select Attendees. Choose a contact from the list, then click Alternate Host. Note that only attendees with host privileges can be alternate hosts.

    To add an alternate host to new training session from Outlook, click Schedule Meeting and enter the names of invitees, then click Add WebEx Meeting in the Outlook Ribbon. Select a Meeting Center option from the Meeting template field. Click the Resources tab, then select a name from the Alternate Host section. Click OK.

    To add or edit an alternate host for an existing session, open the session on your calendar and click Change Settings to display the WebEx Settings dialog box. Click the Resources tab and make any required changes.

    Q: Can I schedule a WebEx meeting for someone else?

    A: Yes, provided the person you are scheduling for has given you permission on their My WebEx > My Profile page. When it's time to schedule a meeting from your WebEx site, click Schedule a Meeting from the left-hand navigation menu, then display the Advanced Scheduler. Select the name of the person from the Schedule for drop-down. Set the meeting options, then click Schedule Meeting.

    From Outlook, you must be assigned as a delegate for the host in order to open their calendar. Select File > Open > Other User's Folder. Click Name… and select the host's name from the address book, then select Calendar from the Folder type: drop-down, and click OK. Click a date in the host's calendar, and then click Schedule Meeting from the Outlook toolbar. Schedule the meeting, entering meeting information on the Appointment tab and selecting attendees from the Invite Attendees or Scheduling menus. Click Add WebEx Meeting. Enter and confirm a password. Verify the meeting options and click OK to close the dialog box. Click Send.

    Q: How do I start a scheduled WebEx meeting?

    A: Log in to your Meeting Center site, then click My WebEx on the top navigation bar. Select the meeting in the list, then click Start.

    Q: How do I change the title of my One-Click WebEx meeting?

    A: Log in to your WebEx site and click My WebEx. Click Productivity Tools Setup, then under Meeting Options enter or change the Topic.

    Q: How can I provide a reusable meeting link for all the WebEx meetings I host?

    A: If your Meeting Center site includes the Collaboration Meeting Room (CMR) add-on, you can set up your Personal Meeting Room (PMR), which provides you with a permanent meeting URL in the following format: https://sitename.webex.com/join/username.

    Q: Can I control a PC or Mac remotely during a WebEx meeting?

    A: If participants have been assigned the Control shared applications, Web browser, or desktop remotely privilege, they can pass control of their application, desktop, or web browser to anyone in the meeting.

    While sharing, move the mouse to the top of the screen and click Assign. Select Pass Keyboard and Mouse Control, then select the participant to assign control to. The selected participant gets a message advising them to click to gain control.

    To return control to the presenter, triple-click.

    Q: Where can I get a list of WebEx global call-in numbers?

    A: When you join the meeting's audio conference, select I will call in. Then, click All global call-in numbers. Or, from the Meeting Info screen, click Show all global call-in numbers.

    Q: Can I turn off the beep notifying me that someone has joined my WebEx meeting?

    A: Using the Advanced Scheduler, click Audio Conference, then select No Tone from the Entry and exit tone drop-down. Using the Quick Scheduler, click Change audio conference, then select No Tone from the Entry and exit tone drop-down.

    Once you are in the meeting, you can turn off the notifications by deselecting Participant> Entry and Exit Tone from the menu bar.

    Q: What is a WebEx Collaboration Meeting Room (CMR)?

    A: Collaboration Meeting Room (CMR) is an add-on option for Meeting Center that enables you to join a meeting from Cisco TelePresence, any standards-based video conferencing system or application, or any WebEx enabled mobile or desktop web client.

    There are two types of CMR services for WebEx: CMR Cloud and CMR Hybrid.  CMR Cloud pairs the cloud-based WebEx video bridge with WebEx meetings. People can join from anywhere in the world using technology that they already have, including video conferencing devices, computers, and mobile devices. CMR Hybrid allows Meeting Center users to join Cisco TelePresence video conferences.

    CMR Cloud supports up to 25 standards-based video endpoints. Depending on a company's subscription, up to 500 additional video-enabled mobile and desktop users, and 500 audio-only users can attend. It gives WebEx Meeting Center users access to an always-available Personal Meeting Room (PMR) with a permanent address so they can start a meeting whenever needed, instantly. 

    CMR Hybrid enables you to include WebEx Meeting Center users in Cisco TelePresence video conferences. It requires Cisco TelePresence Server, Cisco TelePresence Management Suite and a subscription to Cisco WebEx Meeting Center. Each meeting will support up to 100 standards-based video endpoints and up to 500 video-enabled WebEx Meeting Center users.

    Q: How do I setup my WebEx Personal Room?

    A: When CMR Cloud is added to your WebEx Meeting Center site, you will receive a welcome email. Click Setup Room in the email, then follow the prompts. When setup is complete, you will receive a confirmation email with instructions for accessing your Personal Room.

    Q: How do I enter my WebEx Personal Room?

    A: You can enter your Personal Room in any of the following ways.

    • Click the link in the Personal Meeting Room confirmation email, click Enter Room, then log in with your WebEx username and password.
    • Dial from a video conferencing system or application using the information in the confirmation email, then enter your host PIN.
    • Dial the phone number in the confirmation email, then enter your access code.
    • Log in to your WebEx Meeting Center site. Under Host a Meeting in the left navigation panel, click My Personal Room, then click Enter Room.

    Q: How do I schedule a WebEx CMR Hybrid session in Outlook?

    A: To include WebEx Meeting Center users in your scheduled Cisco TelePresence video conferences, download and install WebEx Productivity Tools with TelePresence from the Support > Downloads page on your WebEx site. Once in Outlook, on the Outlook Ribbon, click Schedule Meeting. Then, in the Meeting Options panel, specify the WebEx and TelePresence options for your meeting. Be sure to check Allow people to join using WebEx. Next, click Add TelePresence Rooms, select the TelePresence rooms you want to use, and click OK. Finally, add the names of meeting invitees, type the meeting subject, then click Send.

    When your meeting has been booked, it appears on your Outlook calendar with all of the information you need to start it. Invitees receive a meeting invitation with the information they need to join.

    Q: What should I do if I cannot enroll into/access an LMS course?

    A: If you are experiencing issues either enrolling in a course or accessing training content, please contact the ITS Service Desk at support@med.cornell.edu or 212-746-4878 with the following information:

    • Your name
    • Your login information (i.e., email or username used to access course)
    • Your affiliation (e.g., WCMC, NYP, etc.)
    • Your contact information (e.g., phone number and email address)
    • Name of the course

    Q: How do I update my email preferences in WRG?

    A: To update your email preferences:

    1. Click My Profile from left navigation pane.
    2. Click Edit.
    3. Click Portal Preferences.
    4. Under the Profile Preferences, choose Yes or No for the "I would like to receive an email when something is assigned to me" question.

    Q: What if my entity is not listed in WRG?

    A: If the entity you are trying to select is not in the dropdown list, email Sponsor-Creation@med.cornell.edu with the subject "COI Entity Request" They will add the sponsor on the backend and notify you when you can go back in to select that entity.

    Q: What do I do if I'm having trouble finishing my transaction in WRG?

    A: In many cases, the Completed checkbox must be checked before clicking Submit. If this doesn’t work, there may be required fields that are not filled out. Review the form your submitting and check for any errors or missed fields.

    If you continue to experience issues, contact the Service Desk.

    Q: How do I know if my submission in WRG was successfully received?

    A: You will receive an email confirmation. You will also receive a notification if any action needs to be taken on your submission.

    Q: I see I have an Open Action Item. How do I view more details?

    A: If a submission is returned to you, you will see an Open Action Item on first page after login. Click the folder icon to view that action item.

    Q: One of my submissions was returned to me requesting more information. Where do I respond?

    A: Click the folder icon in the top left corner of the Action Item. Respond in the comments section of the form.

    Q: What if I’m the Principal Investigator on a project for which I’m submitting a Study Specific Report (SSR)?

    A: Select your own name from the dropdown menu.

    Q: The Exit button doesn’t work. How do I log out of WRG?

    A: You can log out of WRG by closing your browser window.

    Q: What is Two-Factor Authentication?

    A: Two-Factor Authentication is a security best practice that requires more than one type of security method when logging in to an application. An authentication method can include something you know (a password or PIN), or something you have (a unique code).

    Two-Factor Authentication adds an extra layer of protection that makes it more difficult for anyone to gain access to your accounts, even if your password has been compromised.

    Q: How will my login experience change with Duo?

    A: Your login experience will only change when you are accessing a Duo protected service in a way that it determines two-factor should be invoked, such as accessing myApps from another country.

    You will continue to log into the service using a CWID and password, “something you know.” Duo then, based on a policy decision, asks for the second level of authentication by utilizing a code “something you have.” The code can be easily be accessed from a smartphone app, sms, or voice call.

    Q: How do I enroll in Duo?

    A: To enroll in Duo, please visit duo.weill.cornell.edu and follow the instructions on screen to enroll. You can utilize Duo on many devices, including:

    • Mobile phones via app, SMS, or phone call (highly recommended)
    • Tablets via app
    • Landlines via phone call

    Q: Does the Apple Watch support Duo?

    A: Yes, Duo supports the use of the Apple Watch to authenticate a user's session and generate a token. More information is available on the Duo website.

    Q: Can Duo be used with a physical token?

    A: The Duo service supports the use of U2F and other physical token technology, but ITS will not offer this support until 2016.

    Q: What is the size limit of files I can upload to a WebEx meeting?

    A: The maximum file size limit of files you can upload in a WebEx is capped at 100MB. There is no way to increase the file size upload limit beyond 100MB.

    However, if you have a large document to share, we recommend sharing your screen to display the contents.

    Q: What passwords can and cannot be stored in LastPass?

    A: Any business account that you use in the workplace should be stored in your Enterprise account. We recommend that you do not store any personal information in the Enterprise account, but rather in a separate, personal LastPass account. If you ever have any questions, ask your Enterprise administrator. If you do choose to store any other passwords in your LastPass account they must adhere to any policies laid out by your Administrator.

    Q: Can I use LastPass on my mobile device?

    A: Yes, with the Premium and Enterprise versions of LastPass you can install the LastPass app on your mobile devices to help manage mobile logins. LastPass supports every major smartphone and tablet, including Android, iOS, and Windows Mobile devices. More information is available here.

    Q: Does WCMC see the data in my personal LastPass account?

    A: No, if you use a separate LastPass account for personal passwords, and even if that account is “linked” to your WCMC LastPass account for more convenient access, WCMC does not have any visibility into the contents of that account or your use of that account.

    Q: What happens if I forget my LastPass master password?

    A: If you go to log in and cannot remember your Master Password, click on this link to enter your email and have your password hint sent to you. The information that LastPass will email you is only what you entered as your password hint when you registered your Master Password. Neither LastPass nor your company has access to your Master Password and therefore cannot send you more than your password hint, so you may need to initiate the Account Recovery process.

    Q: How do I import existing passwords (a.k.a. data) to LastPass?

    A: For details on how to import existing data into LastPass, please see the LastPass FAQ page.

    Q: Can I use LastPass on my mobile device?

    A: Yes, with the Premium and Enterprise versions of LastPass you can install the LastPass app on your mobile devices to help manage mobile logins. LastPass supports every major smartphone and tablet, including Android, iOS, BlackBerry, and Windows Mobile devices. More information about using LastPass on mobile devices can be found here.

    Q: How do I transfer a call to someone's voicemail without ringing their phone?

    A: During a call, perform the following steps:
     

    1. Press Transfer.
    2. Press the Message button or dial 16800.
    3. Press *.
    4. Dial the recipient's extension/mailbox number. 
    5. Complete the transfer.

     

    Q: How do I change my phone's password if I use the hot-desk feature and log in at other locations?

    A: To change your password, pick up the receiver and:

    1. Enter the change password code #859 (listen for dial tone).
    2. Enter your 5-digit extension, followed by # (listen for silence).
    3. Enter your current password, then push # (listen for dial tone).
    4. Enter your new password (5 to 8 digits), then push # (listen for dial tone).
    5. Re-enter your new password, then push # (wait to hear confirmation tones).
    6. Hang up the receiver.

    Q: What kind of computer should I use at WCM?

    A: ITS recommends several devices that are compatible with our security standards and applications used at WCM. For more information, please visit our Supported Computers page, as well our Operating Systems page to ensure you are compliant with our standards.

    Q: Who is eligible to receive the desktop version of EndNote?

    A: All WCM faculty, staff, and students are eligible to receive a free copy of EndNote’s desktop version, but only on an ITS-tagged device. Our licensing allows you to install a copy of EndNote on up to two devices, one of which can be a personal device.

    You can also set up an account to access the web version of EndNote. You can create any login you would like (i.e., does not have to include your CWID).

    Q: How do I download a copy of EndNote?

    A: Our licensing agreement with EndNote does not allow our users to install the software themselves. However, ITS can install a copy of EndNote on your tagged device, at no cost to you, at the SMARTDesk or by remotely logging into your computer.

    Contact our Service Desk and ask one of our technicians for assistance in installing EndNote on your device.

    Q: How do I access the web version of EndNote?

    A: Visit www.myendnoteweb.com and log in. If it’s your first time accessing EndNote online, you will need to create an account on the WCM network by connecting on campus or via VPN. You can create any username and password you would like.

    Q: Can I get EndNote if I work or study at WCM, but am on an NYP computer?

    A: The desktop version of EndNote can only be installed on an ITS-tagged device. However, if you are part of WCM, you can still use the web version of EndNote by visiting www.myendnoteweb.com. Make sure you have already set up an EndNote account on our network before using the web version.

    Q: What is the difference between EndNote’s web and desktop versions?

    A: Both versions enable you to search, save, and organize your references. The desktop version has more features than the web version, which are listed on EndNote’s website.  

    Q: Is there a limit to the number of references I can have in my EndNote account?

    A: If you are using the web version only, you can have up to 50,000 references stored in your account. The desktop version allows for unlimited reference storage. 

    Q: If I leave to another institution, do my EndNote References stay with me?

    A: Yes, if your new institution offers EndNote.

    Q: Can I connect my personal email account to my WCM Outlook account?

    A: Office 365 Outlook (formerly Outlook Web Access) allows you to simplify your inbox and connect up to five additional email accounts so you can send and read all your email in one place. While this feature would permit you to connect your personal email with your Weill Cornell Medicine email account, ITS does not permit this integration.
     
    Unlike adding separate mail accounts in the Outlook desktop client, connecting email accounts in Outlook on the web downloads and stores all external email messages in your Weill Cornell Medicine account. By virtue of this integration, all personal email will be discoverable and scanned by our data loss prevention software under the same terms as work email, as defined in the ITS 11.08 - Use of Email and ITS 11.09 – Data Loss Prevention policies. In addition, ITS will have no means of separating integrated personal email from work email. Should your relationship with Weill Cornell Medicine end, we will not be able to provide an export of your personal email messages.
     
    For these reasons, ITS does not permit the connection of personal email accounts in Outlook on the web. If you have any questions, please contact Brian J. Tschinkel, Information Security Officer, at brt2008@med.cornell.edu.

    Q: Is SharePoint HIPAA compliant?

    A: Yes.

    Q: Can I share my SharePoint documents with people outside of Weill Cornell Medicine/NYP?

    A: At this time, users that do not have a valid CWID or NYP username and password are unable to access SharePoint sites on the WCM network. This is due to complying with security requirements, including HIPAA, to prevent confidential data from being leaked.

    ITS is currently working on integrating our SharePoint system with the Office 365 Cloud service, which should allow users outside of our network to access your documents securely. More news about this development will be distributed when it is available.

    Q: How are SharePoint sites typically set up?

    A: Our SharePoint team recommends one SharePoint site per department. This site can be broken down further into specific teams or groups, allowing certain people in your department to have access to necessary files. 

    Note that every SharePoint site is customized to your specifications. When you request a SharePoint site, you will meet with a developer who will assist you with creating your site and addressing your department’s specific needs.

    Q: What are the recommended uses for SharePoint?

    A: There are multiple ways you can customize your SharePoint site, but these are a few of the features you can have:

    • Document management
    • Lists and forms
    • Workflows – approvals, alerts, and notifications
    • Team sites collaboration
    • Wiki pages
    • Team calendars
    • Discussion board
    • Blog
    • OneDrive
    • Task management
    • Database and custom solutions

    Q: Can I access SharePoint from home or off campus?

    A: Yes, if you have a VPN client or access WebVPN (webvpn.med.cornell.edu).

    Q: Can I edit documents within SharePoint?

    A: Yes. SharePoint is ideal for version control to allow multiple users to edit a document and save the latest version online.

    You can edit documents in a Microsoft application (e.g., Word, Excel, etc.) or within your browser.

    Q: Can I connect my team calendar in SharePoint to my Outlook calendar?

    A: Yes. If you would like to keep track of important dates and events listed in your SharePoint calendar, you can import them into your personal Outlook account.

    Instructions are available here

    Q: How much storage is available?

    A: Each SharePoint site comes with 5 GB of space for documents. If you require more, that can be configured into your site for an additional fee. Our SharePoint developers will confirm this with you during your initial consultation.

    Q: Which bibliographic styles does EndNote support?

    A: EndNote currently supports over 6,000 output styles, making it easy for you to set up your bibliography the way you want it. Many styles are preloaded in the desktop client. A full list of styles is available on the EndNote website, which is also available for download to your desktop client.  
     
    If an output style you want to use is not available on EndNote, you can submit a request to add a style.
     

    Q: How do I obtain a WCM alumni email account?

    A: If you are a student about to graduate, you will receive an email from the Alumni Affairs office with information about registering for an alumni account. Follow the instructions provided.

    ITS has plans to expand this service to alums that have already graduated from Weill Cornell Medicine. More information will be available in the near future.

    Q: Will my alumni email account appear in the WCM Directory?

    A: No, not unless you personally add it to your account.

    Q: What happens to my student email account once I graduate?

    A: Upon graduating, you will have 60 days to register for an alumni email account and save any emails from your student account. During this grace period, please inform your contacts of your new alumni email address. After 60 days, your student account will be closed and all of your emails will be lost.

    Q: What happens to my student WCM email account if I continue to work at the institution after graduation?

    A: All graduates, whether they stay with WCM or transition to a position elsewhere, will receive a notification to set up a permanent alumni account. If you maintain an active affiliation with WCM, your @med.cornell.edu address will remain intact, and you can also use your alumni account.

    Q: What happens to my WCM email if I transition to NewYork-Presbyterian?

    A: A WCM email account cannot coexist with an NYP account for the same person. Therefore, a graduating student moving to NYP will also have a grace period to save important information. However, please note that the grace period may be shortened if your start date at NYP is fewer than 60 days after graduation.


     

    Q: How much storage is available in my alumni email account?

    A: Alumni email accounts hold 50GB worth of data. You can view how much storage is left in your account by clicking on the gear icon in the upper right of your account, then clicking General > My Account.  

    Q: Do I log into my alumni mailbox with my CWID and password?

    A: No. While your CWID is still the same, your user name to login is your CWID@alumni.weill.cornell.edu. Your password will be separate from your existing WCM CWID account password.

    Q: Can I get a departmental WebEx account that anyone on my team can use?

    A: No. WebEx accounts are assigned to individual CWIDs. If more than one person in your department needs access to WebEx, they should each request an individual account.

    Q: Can I look up multiple people at once in the WCMC Directory?

    A: Yes, to do this:

    Q: I’m a WCM student. Is there a way for me to access Adobe Creative Cloud?

    A: Students, as well as other faculty and staff, may use Creative Cloud on public computers in the library. As an alternative, a personal subscription to Creative Cloud can be purchased at a discounted rate. Visit weillcornell.onthehub.com to purchase a monthly or yearly subscription to the service with significant savings (you can compare pricing on the Adobe website).

    Q: How do I request access to a department file share

    A: To request access to a file share, authorized users can simply log onto myHelpdesk.med.cornell.edu, and click “Submit a Request.” Your request goes straight to the appropriate ITS group for fulfillment. 

    *Please note: Only owners and administrators of a file share are authorized to submit a Request through myHelpdesk. If you need access to a file share, get in touch with your Department Administrator to verify who can submit a Request on your behalf.

    How do we learn how to fill out a File Share Access Request? 

    If you need additional support please contact ITS Training at its-training@med.cornell.edu.

    Q: Why is ITS requiring two-factor authentication?

    A: Phishing is a leading method used by hackers to gain access to your password, data, and compromise your accounts. A second layer of security helps significantly to mitigate this risk.  In fact, two-factor authentication is one of the best ways to protect against remote attacks on WCM accounts such as phishing, credential exploitation and other attempts to takeover your accounts. When two-factor authentication is enabled with web-based applications, such as myApps, remote attackers are unable to access your accounts without possessing your physical device needed to complete the second factor. 

    Q: Does the phone on which I’d like to install Duo need to be tagged by ITS?

    A: No, you can install Duo on any device whether it is tagged by ITS or not.

    Q: Do I need to be connected to the Internet to use the Duo app?

    A: No. After you register with Duo, using the app does not require Internet connectivity. If your phone is not connected to the internet and you need to use the Duo app, choose the “Enter a passcode” option as an authentication method as shown on the screen below. This screen should appear when you try to login to a site that requires two-factor authentication.

    Then, get your passcode by tapping the key button on your Duo app screen. This works anywhere, even in places where you don’t have an internet connection or can’t get cell service. 

    Q: If I travel abroad and buy a local phone/SIM card while I’m there, can I still use Duo to access the network?

    A: Yes. To do this, you can borrow a FOB Key (a small authentication device) from ITS. Please stop by the SMARTDesk at 1300 York in the Library a few days prior to your departure to borrow a Duo FOB. If you travel frequently you may want to purchase your own key ($18 to $50). We suggest either the FIDO U2F Security Key, YubiKey 4 or YubiKey 4 Nano. http://www.amazon.com/s/field-keywords=yubikey .

    If you travel abroad and use your own phone, use the “Enter a Passcode” authentication method to access Duo enabled sites.  

    Q: Do I need to re-register my email account when I install Duo?

    A: No.

    Q: I would like to purchase my own FOB Key to access Duo. What kind do you recommend?

    A: We suggest either the FIDO U2F Security Key, YubiKey 4 or YubiKey 4 Nano. http://www.amazon.com/s/field-keywords=yubikey .

    Q: How do I reset my voicemail password if I forgot it?

    A: If you've forgotten your voicemail password, please send an email to support@med.cornell.edu with the following information:

    • A photo of your WCM ID to verify your identity
    • Your 5-digit phone extension

    Our technicians will help you reset your account to create a new password.

    Q: I am purchasing a standard computer with institution funds but it will be used strictly off-campus. What should I do?

    A: Please contact csg@med.cornell.edu for assistance. 

    Q: I want to buy one of the standard Dell bundles but need more memory or a bigger hard drive. What should I do?

    A: Email csg@med.cornell.edu to request a quote with the modifications desired.  The pre-configured bundles are set with options that allow for faster shipping.  While things like hard drive and memory can be upgraded, there will be an additional cost and will require 2-3 weeks to configure.

    Q: I want to purchase a Lenovo (i.e., the X1 Carbon). How can I purchase it?

    A: Email csg@med.cornell.edu and a purchasing specialist will contact you to discuss your options.  At this time Lenovo systems are not available using our new vendor, ePlus, and as such will not be eligible for the 8-day ship option.  The Lenovo X1 Carbon is still considered an ITS standard device and can be purchased through CDW-G. However, these systems may require additional configuration by ITS before they can be connected (may not be eligible for our two day connect process).

    Q: How do I purchase a workstation (i.e., a Dell Precision)?

    A: Email csg@med.cornell.edu and a purchasing specialist will contact you to discuss your options.

    Q: Are workstations (i.e., Dell Precisions) considered non-standard hardware?

    A: No, Dell Precisions workstations would be billed at a standard rate.

    Q: What if I want to purchase an HP or other computer?

    A: If you purchased a standard HP desktop, laptop, or workstation prior to October 25, 2016, you will continue to be billed at the ITS standard rate. However, after this date, all new HP computers connected to our network will be billed at the higher non-standard rate.

    Q: Can I purchase an ITS standard computer model through a different vendor, such as CDW-G or Best Buy?

    A: While a model similar to one of our standards can be purchased from a different vendor, ITS cannot guarantee it will work with our approved operating system and applications.  For Windows systems, ITS works closely with our vendors and system manufacturers to select the configuration that will work best with our IT services.  The system will be billed at the higher non-standard rate, will require additional time to setup, and additional ITS consultation fees will be incurred to connect the computer to the WCM network.

    For Apple systems, ITS has arrangements with Apple to give us the best pricing possible

    Q: I’m getting a much cheaper price for a computer from another vendor. Should I buy it?

    A: No, ITS strongly recommends against this.  Many cheaper computers available on the market are intended for home use and generally do not meet our minimum requirements.  ITS standard bundles are enterprise computers certified for extended use, which meet or exceed our minimum requirements, and are easier to service and maintain.  If you still decide you want to purchase, please note the computer will be billed at the non-standard rate, will incur higher tag/connect fees, and will incur additional consultation fees for set up.  Additionally, if the unit does not have a TPM chip, additional approval will be required from the our security team to allow the unit to be connected to the network.  These devices are also not eligible for two-day connect.

    Q: Are computers that are out of warranty still supported?

    A: ITS standard bundles come with a 3-year warranty, including HP systems purchased prior to October 25, 2016.  Costs for defective parts are generally covered by the system manufacturer during this period.  While systems may be used past the warranty period, ITS recommends against this.  Most defective parts are generally not covered and repairs may be at more cost to you.  Additional ITS consultation fees may also apply.

    Q: What does “ship within 8 days” mean?

    A: All vendors require WCM to provide a legal document referred to as a purchase order before they release any goods.  Purchase orders are issued to the vendor once an order is fully approved in the Weill Business Gateway (WBG).  Once the approved purchase order is received by ePlus, the Dell computer will be configured and shipped out within 8 days.

    Q: Which ITS-supported vendors should I order computer equipment from?

    A: Dell computers should be purchased through ePlus, Apple products (except iPhones) through Apple Direct, and other technology products (e.g. printers, Lenovo laptops, etc.) through CDW-G.

    Q: Should I get extended coverage for my desktop, laptop, workstation, or tablet purchases?

    A: ITS highly recommends extended warranty coverage for electronic equipment.  While Apple hardware does not currently come with Apple care, it should be purchased. The ITS-approved Dell bundles through ePlus already include extended warranty coverage for three years.

    Q: Can I use the cloud storage feature from Creative Cloud?

    A: No, Adobe Cloud storage is not available for storing WCM data.

    Q: Who do I contact for shipment status on the product I ordered if I don’t get any updates from the vendor directly?

    A: Please contact our Procurement Specialist, Susyun “Sue” Hanson @ suh3001@med.cornell.edu and she will contact the vendor for shipping/tracking information.

    Q: What if I need to return the product I ordered, who do I contact?

    A: Please contact our Procurement Specialist, Susyun “Sue” Hanson @ suh3001@med.cornell.edu and she will contact the vendor for RMA authorization. The RMA takes a few days and will be sent the Procurement Specialist who will forward the RMA to you with the electronic Return Label. Please Note: No exchanges are allowed with our vendors, a new Purchase Order will be required if another product order is needed. The fund account will be credited once the vendor receives the returned item.

    Q: Am I allowed to exchange products if I get the wrong item, decided the product is not what I want or if the product is defective?

    A: No exchanges are allowed with our vendors, but you can return the product. A new Purchase Order is required for the new product. The vendor will send a credit memo, so your fund number account is credited accordingly through our Accounts Payable department. Please contact our Procurement Specialist, Susyun “Sue” Hanson @ suh3001@med.cornell.edu and she will contact the vendor for RMA authorization, see “What if I need to return the product I ordered, who do I contact?” for more information on returns.

    Q: I don’t know what specs to get for my computer, who do I contact?

    A: The standards provided by ITS should meet most needs.  However, if you are uncertain please contact csg@med.cornell.edu and a Procurement Specialist will provide recommendations based on your work-related needs.

    Q: What comes with my desktop? Do I get a keyboard, mouse & monitor?

    A: The desktops comes with a keyboard and mouse, but a monitor would need to be purchased separately. Our standard monitors is a 24” Dell Ultrasharp.

    Q: Does WCM-ITS have a standard for monitors?

    A: Out standard size is a 24” Dell Ultrasharp monitor.  If you require a different size monitor, please contact csg@med.cornell.edu and a Procurement Specialist will provide recommendations based on your work-related needs.

    Q: Can I download Office 2016 for Macs?

    A: Yes, Office 2016 for Macs can be downloaded on an ITS-tagged machine via Self Service.

    Note that Office 2016 is only available for macOS Yosemite (10.10), El Capitan (10.11), and Sierra (10.12). If you are running an older version, you will not see Office 2016 available for install in Self-Service as it will not run. If you are running 10.10 or higher and you still do not see it please contact the Service Desk.

     

    Q: What’s new with Office 2016?

    A: Office 2016 includes updated versions of Outlook, Word, PowerPoint, Excel, and OneNote. Although the interface has slightly changed, any user familiar with these tools should be able to quickly navigate the applications, and notice improved performance. Click here for more on What’s new in Outlook 2016 for Windows.

    Q: How do I configure Outlook 2016 to connect to my WCM email account?

    A: After you install Office 2016, you will need to set up your account in Outlook 2016 in order to access your WCM email. Click here for instructions on how to configure your account in Outlook 2016.

    Q: Can I still use Office 2013 after I install Office 2016?

    A: No. Office 2013 and 2016 cannot co-exist on your computer. If you install Office 2016, Office 2013 will be deleted.

    Q: What's new with Office 2016?

    A: Office 2016 includes updated versions of Outlook, Word, PowerPoint, Excel, and OneNote. Although the interface has slightly changed, any user familiar with these tools should be able to quickly navigate the applications, and notice improved performance. Click here for more on What’s new in Outlook 2016 for Windows.

    Q: Do I have to upgrade to Office 2016?

    A: No, upgrading to Office 2016 is not mandatory. 

    Q: I’m already running a trial version of Office 2016. What should I do?

    A: If you are already running a version of Office 2016, for example a trial or preview, please uninstall that version first before attempting to install from Self Service.  Instructions to uninstall can be found here: Uninstall Office 2016 for PC

    Q: What version of Windows should I be running to install Office 2016?

    A: Office 2016 can only run on Windows 10, Windows 8.1, Windows 8, Windows 7 Service Pack 1, Windows 10 Server, Windows Server 2012 R2, Windows Server 2012, or Windows Server 2008 R2. For the best experience, use the latest version of any operating system. 

    Click here for more information on system requirements for Office 2016.

    Q: Are there any known issues and incompatibilities with Office 2016?

  • Microsoft 2016 installation will crash if you have any MS Office applications open when you install. Close all Office apps before you install.
  • Adobe applications older than v. 11.08.16 are not compatible with Office 2016 and will cause performance issues.
  • Q: How do I get access to RedCloud?

    A: To request access to Red Cloud, fill out the request form in myHelpdesk or ServiceNow. Click here to see the video for finding and filling out the form. Only fund owners or their designees may make a request for RedCloud.

    Q: How can I manage and reduce costs for Red Cloud?

    A: Do not leave virtual machines running when no work is being performed.

    Q: Can I access Red Cloud remotely?

    A: Yes, but only via VPN.

    Q: Can I access Red Cloud through a mobile device?

    A: Yes for the service portal, though not supported. User hosts might be mobile-reachable, but only through the WCM network.

    Q: How secure is RedCloud?

    A: RedCloud utilizes the following features to provide security:

    User Authentication
    Red Cloud accepts two types of user authentication: password and AWS-style keys consisting of 2 randomly generated strings. The user name and password is authenticated against CAC's Active Directory.

    User Access Management
    Group and user polices can be used for controlling access on a per-resource basis.

    Instance Access Control
    Red Cloud utilizes security groups and elastic IP addresses. Instances have no access to network packets belonging to other instances outside their own security groups.

    Security Group
    Each instance (virtual machine) is assigned a security group at launch time. A security group is a private network in the
    cloud where network access between instances in the same security group is unrestricted. Access to an instance from outside its security group is subject to the group's access rules. Users can define the access rules by protocol, source IP address and destination port. Instances have unrestricted outbound access to the Internet.

    Elastic IP Address
    Each instance is assigned a private IP address belonging to its security group at launch time. Users can optionally reserve fixed public IP addresses that they can assign to their instances. Assigning a reserved public address to a running instance takes just a few seconds and does not require rebooting the instance.

    Q: Who is eligible to use RedCloud?

    A: Anyone with valid funding may use this service.

    Q: Where can I find a list of services that are available for RedCloud?

    A: A list of deployed services is available here.

    Q: What help and support is available for Red Cloud?

    A: You can find a navigation guide here. For additional support, contact the Service Desk or create a ticket in myHelpdesk.

    Q: How do I request the creation of a WCM email/calendar account?

    A: As of January 23, 2017, a specific subset of WCM faculty, staff, and students will get Office 365 email/calendar accounts created automatically when their CWID is created. 

    Office365 email/calendar accounts will be automatically created for:

    • Exempt, non-exempt and temp employees at WCM
    • Full-time employed faculty at WCM
    • Students enrolled in certificate, masters, MD, PhD programs (does not include Tri-Institutional PhD students)
    • Temp employees from agency at WCM

    All others should ask their DA/DiVA to submit an Account Services Request via myITS to request the creation of an email/calendar account. 

    For more information on the provionsing of email/calendar accounts please refer to this link (must be on network to access): https://nexus.weill.cornell.edu/pages/viewpage.action?spaceKey=IdentityM...

    Q: How do I access Box?

    A: Go to box.weill.cornell.edu, or wcm.box.com, and input your CWID and password.

    Q: What is the file size limit when uploading to Box?

    A: There is a 15GB file size limit.

    Q: Can I use Box to store sensitive data that is covered by laws such as HIPAA and ePHI?

    A: Box should NOT be used to collect, process, store or share ePHI, FERPA, PII or sensitive restricted data until further notice. This service should never be used to store high-risk data, as outlined in our Data Classification policy:

    data classification chart

    Q: Which web browsers does Box support?

    A: Box supports the latest versions of Internet Explorer and Safari, the latest release version of Chrome, and the latest version of Firefox. For more information and to view the list of officially supported browsers by Box.com please visit the Box website

    Q: Where can I go for additional Box help?

    A: More info is available at success.box.com and on Box’s support site. Help is also available from the ITS Service Desk.

    Q: What are the benefits of Box over other popular commercial services, like Dropbox?

    A: DropBox and Box share some of the same functionality. However, Box is designed for enterprise-level solutions for large organizations while Dropbox is geared toward consumer use.

    Box offers features like content and task management, online workspace for collaboration, user and group permissions, admin account transfers, and a built-in editor. In addition, Box can be used securely over the WCM network, using your institutional credentials to log in.

    Q: How do I download Box Sync?

    A: Box Sync allows you to mirror data stored on Box to your desktop. You can then navigate and modify content stored on the Box website through your computer's native file browsing interface, without using a web browser. Content that syncs down to your computer are available for offline access.

    To install Box Sync, you must be on a managed device. For Windows users, this means that when you log into your machine and go into your Start Menu, you will see a program called Software Center to install ITS-approved applications (read download instructions for Software Center). Managed Mac devices all have an ITS tag number and an application installed called Self Service. Self Service permits you to download Mac versions of ITS-approved software (read download instructions for Self Service).

    Please note that if you attempt to download Box Sync from the Box website, it will not work on ITS-managed devices.

    Q: What service can I use to store PHI?

    A: Departmental file shares and SharePoint are appropriate for storing PHI. ITS is actively vetting and exploring possible cloud storage solutions for PHI and other high risk data types.
     

    Q: Can I synchronize Box data on any device?

    A: Box Sync, the application used to synchronize your Box files locally to your computer or mobile device, can only be installed on a tagged and managed device. This restriction is in place to ensure Box data is not permanently stored on unknown or unmanaged WCM devices.
     

    Q: How can I access my Box data from an untagged device?

    A: You can access your Box data from any internet-connected device by going to the Box website at box.weill.cornell.edu.
     

    Q: Why use the web and desktop version of Box Notes?

    A: The good thing about the desktop app is that you can create and edit Box Notes any time instead of logging into Box and searching for a note you may have already started. Notes you create in the desktop app sync to your account automatically. Plus, the desktop app keeps your notes in one place instead of trying to remember which folder you placed a particular note. Note that you cannot include high-risk data, like HIPAA or PHI info, within your Box Notes (see Section I of our Data Classification policy).

    Q: Can I use the Box Notes desktop application offline?

    A: No, you must be connected to the Internet in order to use the desktop application. This allows your notes written in the desktop version to sync to your Box web account, so you can access your content from either application.

    Q: What if I need to host a meeting for more than 100 people?

    A: If you need to host a larger meeting with up to 300 participants, visit myHelpdesk and Create an Incident. Be sure to include your business reason.

    Q: Why can’t I log into Zoom?

    A: Log into your WCM Zoom account at weillcornell.zoom.us with your CWID and password. If you are having issues logging into Zoom please email support@med.cornell.edu.

    Q: When should I use Skype versus Zoom for meetings?

    A: If you need to hold a meeting with less than 20, or make a quick call, you can use Skype. If you need to host a meeting for more than 20 people, you should use Zoom. 

    Q: Is Zoom HIPAA compliant?

    A: Yes, Zoom signs the HIPAA Business Associate Agreement (BAA) for healthcare customers like WCM, meaning that Zoom is responsible for keeping patient information secure and reporting security breaches involving personal healthcare information. Zoom protects and encrypts all audio, video, and screen sharing data. For more information on Zoom and HIPPAA click here.

    To ensure that your Zoom meeting meets HIPPA security standards:

    • Do not list your meeting publicly
    • Require a meeting password:
      • Log into your Zoom account and click “Schedule”
      • When the “Schedule a Meeting” window appears, under Meeting Options select “Require meeting password” and input your desired password.
      • Participants must input the password in order to join the meeting. The password can be included in the Meeting invitation.

     

     

    Q: Can I schedule and start a Zoom meeting from from Outlook?

    A: Yes. First you need to install the Zoom Microsoft Outlook Plugin. The Zoom Microsoft Outlook Plugin is designed to make scheduling a meeting in Microsoft Outlook quick and convenient. The Plugin allows you to schedule and start instant Zoom meetings, as well as make existing meeting events Zoom meetings. The Outlook Plugin will also sync free/busy times to the Zoom Client based on your Outlook Calendar events (requires version 3.5 or higher - download the latest version).

    For more on how to schedule a Zoom meeting from Outlook go here How to Use the Microsoft Outlook Plugin.  

    Q: Can I schedule a recurring Zoom meeting?

    A: Yes. When you open the Zoom Scheduler in your Zoom account, you can select various different settings for your meeting. To schedule a recurring meeting, check the box next to “Recurring Meeting” in the Zoom Scheduler. The meeting ID will be the same for all instances of the recurring meeting. For more information on how to schedule a meeting go here How to Schedule Meetings

    Q: Is there a limit to the number of people I can have in my Zoom meeting?

    A: Yes. You can have 50 people in a regular Zoom meeting. 

    Q: How do I share my screen during a Zoom meeting?

    A: Zoom allows for screen sharing on desktop, tablet and mobile devices running Zoom.

    • The host and attendee can screen share by clicking on the Share Screen icon
    • The host does not need to “pass the ball” or “make someone else a presenter” to share
    • The host can “lock screen share” so no attendee can screen share.

    Here are step-by-step instructions on How to Share Your Screen During a Zoom Meeting

    Q: How do I share a PowerPoint presentation during my Zoom meeting?

    A: Dual Screen: If you are screensharing with PowerPoint and have a dual screen or secondary projector, please click Swap Displays to switch the presentation screen during Slide Show Mode.

    Slide Show in Full Screen and Chat: If you are showing a presentation in Full Screen and you want to use the Chat feature in Zoom, please change the Set Up Show to Window mode.

     More information here: https://support.zoom.us/hc/en-us/articles/203395347-Screen-Sharing-with-Powerpoint]

     

    Q: How do I join a Zoom meeting from a PC or Mac?

    A: There are several different ways to join a Zoom meeting from your Mac or PC, including by email link, web browser or Zoom app. Here are step-by-step instructions on How to Join a Zoom Meeting.

    Q: How do I join a Zoom meeting from mobile device?

    A: Here are step-by-step instructions on How to Join a Zoom meeting from Android or iOS. 

    Q: I scheduled my Zoom meeting for one hour. Will it end automatically when the hour is up?

    A: No, the meeting will not end until the host ends the meeting. 

    Q: Can I schedule a meeting and make someone else the host?

    A: Yes. To pass “Host” permission to another participant select “Manage Participants” from the Zoom meeting window. Then, select More next to the participant you'd like to make host and select "Make Host." 

    Q: How do I host or join a scheduled Zoom meeting?

    A: If you are the HOST and you need to start a meeting, you have a few options:

    1. Click the URL Link the the calendar invitation or calendar reminder
    2. Copy the URL link and past it into your browser’s address bar
    3. Log into your Zoom account at weillcornell.zoom/us, find the meeting, click Start
    4. Start the meeting from your Zoom client directly

     If you are a participant and you need to join a meeting, you have a couple options:

    1. You can click the URL Link that is in the description section of the calendar invitation or calendar reminder.
    2. You can copy the URL link and post it into your browser’s address bar
    3. Start the meeting from your Zoom client directly. Click on Join and then enter your scheduled meeting ID to start the meeting. (The meeting ID is the 9-digit number at the end of the URL link)

    For more details read How Do I Start or Join a Scheduled Meeting

    Q: How do I provide a reusable meeting link for all the Zoom meetings I host?

    A: Your Personal Link/Personal Meeting ID can serve as a reusable link for any Zoom meeting you host. You can use this to start an instant meeting or schedule a meeting in the future. To view and/or modify your Personal Link or Personal Meeting ID:

    • Sign in to your Zoom account at weillcornell.zoom/us with your CWID and Password
    • Click on Profile on the menu on the left-hand side of the screen
    • You can view your Personal Meeting ID and your Personal Link. You can copy and paste either of these links to invite someone to join your Personal Meeting Room. 

    Q: What is a Personal Meeting ID and Personal Link?

    A: You can use your Personal Meeting ID and/or Personal Link it to start meetings at any time or schedule meetings for future use. 

    • A Personal Meeting ID is assigned to you automatically as a permanent virtual room.
    • You Personal Link is your personal URL associated with your Personal Meeting ID.

    To learn how to customize your PMI and Personal Link click here

    Q: Can I upload files to a Zoom meeting?

    A: No.

    Q: What is the difference between WebEx and Zoom?

    A: This article published by IT@Cornell summarizes the difference between these two video conferencing tools. WebEx will be phased out at WCM in June 2017. Read What it the difference between WebEx and Zoom?

     

    Q: How do I record a Zoom meeting?

    A: Recording for WCM Zoom is local only. References in the vendor documentation to cloud recording does not apply. 

    https://support.zoom.us/hc/en-us/articles/201362473-Local-Recording

    Q: How do I use a Zoom whiteboard?

    A: The Zoom whiteboard feature will allow you to share a whiteboard that you can annotate on with others. https://support.zoom.us/hc/en-us/articles/205677665-How-Do-I-Use-Whitebo...

    Q: How do I share my screen during a Zoom meeting?

    A: Zoom allows for screen sharing on desktop, tablet and mobile devices running Zoom.

    • The host and attendee can screen share by clicking on the Share Screen icon.
    • The host does not need to "pass the ball" or "make someone else a presenter" to share. 
    • The host can "lock screen share" so no attendee can screen share.

    https://support.zoom.us/hc/en-us/articles/201362153-How-Do-I-Share-My-Sc...

    Q: How do I share a file during a Zoom meeting?

    A: In-Meeting file transfer allows you to send files to other meeting participants once in a meeting. 

    Note: This feature will not work in Zoom Webinars and will not work if End-to-End encryption is turned on. 

    https://support.zoom.us/hc/en-us/articles/209605493-In-Meeting-File-Tran...

    Q: Can I join two Zoom meetings at once?

    A: You can be in more than one Zoom meeting simulataneously, but not on the same device. For example, you could join one Zoom meeting on your desktop, and another from a phone or tablet. 

    Q: I am a hiring manager/administrator who received an error message when I clicked on the Recruiting Management tile in My Workspace. What should I do?

    A: If you receive the error message below, it means you have no job requisitions available:

     

    However, if you are expecting to see a job requisition and you continue to see the error, please contact the HR Solution Center at hrsc.med.cornell.edu or 646-962-9247.

     

    Q: Why can’t I see the My Workspace tab when I log into the Weill Business Gateway?

    A: By default, the My Workspace tab is the third tab you should see when you log into the Weill Business Gateway (WBG). However, if you had previously customized your tab order, My Workspace will appear at the very end of your tabs. Depending on how many tabs you have access to, My Workspace could be pushed off the screen. You can reset your tabs or move the My Workspace tab to your preferred location to see it.

    To reset your tab order, click the Personalize link above all of your tabs, and select Reset Order of Tabs:

    To move your tabs around, hover your cursor over the top-left corner of any tab until a shaded triangle appears, and then click and drag it to the location you prefer.

    Q: I am a Learning Administrator. Why can’t I access the Learning Administration dashboard in the LMS?

    A: If you are a Learning Administrator and you cannot access the Learning Administration dashboard, please confirm that you have logged into the Weill Business Gateway using myApps. This dashboard is only visible via myApps. To access the Learning Administration portal via myApps:

    1. Visit myapps.weill.cornell.edu.
    2. Log in with your CWID and password.
    3. Click the WBG icon.
    4. Click the My Workspace tab and select the Admin Center tile in the pop-up menu.
    5. Type "Learning Administration" into the search bar at the top of your screen as pictured below:

    Q: Why do I see a pop-up blocker error message when I click on a tile in My Workspace?

    A: You may receive the following error if you are in the Weill Business Gateway (WBG) while using Internet Explorer 11:

    This may appear if you click on the following tiles: Learning, Careers, My Dashboard, Recruitment, or Admin Center. To avoid this issue, please sign into WBG via myApps by going to myapps.weill.cornell.edu, signing in with your CWID and password, clicking the WBG icon, and then launching the My Workspace tab.

     

    Q: I have a CWID and password. Why can’t I access Learning (LMS), My Dashboard, or Careers?

    A: You are most likely receiving an error when attempting to access Learning, My Dashboard, or Careers, because the system does not yet have a profile for you.

    New WCM Employees

    If you are a new WCM employee, in most cases, access should be provisioned within one to two days of completing your onboarding paperwork with Human Resources.

    New WCM Non-Employees

    If you are a new WCM non-employee, in most cases, you will receive a system-generated email informing you that you have been assigned training in the Learning system. In other cases, your WCM sponsor or contact may inform you that your access has been set up, with instructions on how to log on to take training.

    For more assistance, please contact the ITS Service Desk at support@med.cornell.edu or 212-746-4878 with the following information: 

    • Your name
    • Your login information (CWID)
    • Your affiliation (e.g., WCM, NYP, etc.)
    • Your contact information (e.g. phone number and email address)

    Need Help?

    myHelpdesk
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    Sun. 12pm-8pm

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