Big Sur Install Delay Due to Software Compatibility

With the advent of any new operating system there is always the potential that problems may occur. Vendors work diligently with the OS manufacturer in order to ensure that their software is ready from the moment the new OS is released.

Apple’s new OS, Big Sur, is presenting some particular challenges to manufacturers, as we have received notice from several, stating that their software will not be compatible at the time of Big Sur’s release, urging us to delay our adoption of the new operating system.

The following vendors have notified us that their software will not be ready:

  • ESET Antivirus
  • Minitab
  • Wolfram – Mathematica versions older than 12.1 will not work under Big Sur

You may also be getting messages that certain extension on your current system will no longer be compatible with future versions of the Macintosh operating system. This means that if you upgrade, it is very likely that particular software will no longer work or work correctly.

Because of these and potentially other unforeseen issues, we would like to strongly urge you to delay your upgrade to Big Sur. We will continue to monitor the situation to know when it is safe to install.

Additionally, Microsoft has announced end of support for Microsoft Office for Mac versions 2016 and older. You may have gotten messages to upgrade because of security concerns. Rest assured that your Office 2016 will not stop working. The security concerns are that Microsoft will no longer update the Office 2016 product and therefore Microsoft Updates and Security Updates will no longer be available.

Although this situation does not pose an immediate threat to your systems, we are taking this end of support seriously and will do our best to upgrade all Macintosh system to the latest version of Microsoft Office. We will attempt to automate the upgrade process with a tool called Munki to minimize our in-person interaction, but if there are any issues we can certainly make a visit to your office to process your upgrade.

If your system requires it, you will be prompted by the Managed Software Center for necessary updates after the Fall 2020 semester concludes. Your Macintosh will need to be on campus to perform the updates. If you will not be able to come to campus or need Office upgraded sooner, please contact the Technology Support Center.

Facilities Work Order System Launches October 26

Facilities Management and Information Technology are pleased to announce the launch of the new work order system on Monday, October 26.

The new system has an intuitive and user-friendly interface and offers an improved self-service experience as you can review all the work orders you have submitted, check their status, and add updates. You will also receive emails when changes to your work order are made, keeping you informed of what is happening with your work order.

The system will be available through the my.scranton portal:

  • Faculty and staff will access the work order system on the Employee tab. Under Employee Links, select Facilities Management and click on the Create/Review Work Order link.
  • Resident Assistants will be able to access the system on the Students tab, under Student Links. Select Student Resources and click Submit a Work Order.

Learn How To Use The New System
(authentication required to access these resources)

Eduroam Provides Internet Access to Students, Faculty and Staff


The University of Scranton has joined eduroam, an international roaming service that provides all students, researchers, faculty and staff with secure, easy to use network/internet connectivity across member institutions.

Who can use the eduroam network?

Anyone from a participating higher-ed institution. This facilitates network access and productivity for visiting faculty, students and staff while away from their home institution, without any additional configuration to their computers or mobile devices. In addition, University of Scranton faculty, students and staff will be able to get the same internet connectivity when they travel to any other participating institutions.

How do I use eduroam?

  1. Connect to the “eduroam” WiFi network
  2. Once selected, click “Connect”
  3. Enter your University Email (or Royal ID number) and Password.
  4. Click “OK” (you may be asked to approve/trust a certificate)
  5. When successfully connected you will see eduroam listed in the wireless network list as “Connected, secured”

Improved Guest Wireless Internet Access

The guest wireless network ROYALGUEST was updated last May to provide campus guests with an improved 24-hour wireless internet connection while visiting our campus. Guests will now be required to create an account to access our wireless service. Step-by-step instructions can be found at

GlobalProtect to be Deployed to Faculty and Staff Windows 10 Computers

Starting on Thursday, August 27, Information Technology will deploy GlobalProtect to all faculty and staff Windows 10 computers. GlobalProtect is the University’s Virtual Private Network (VPN) solution for access to on-campus network resources when you are off campus.

Some of the benefits include:

  • Off-Campus access to your G: and H: drives
  • Allows communication between Microsoft Windows and Office to renew licenses
  • Continues monthly Windows and Office updates, as well as anti-virus software updates
  • Some instructional software must communicate with a server on-campus to check out a license to verify your right to use

If you are logged on at the time of installation, you will receive an alert via the Quest KACE Systems Management Appliance (KBOX), similar to what is pictured below. Please exit all open applications and click Finish. Although you are not required to restart your computer after the installation is complete, we suggest that you do.

After GlobalProtect installs, it prompts for your R# credentials in the lower right corner of the screen.  Enter your username and password and click Sign In.

After you sign in, GlobalProtect notifies you of its status (see below).

Click anywhere on the screen to dismiss the notice. GlobalProtect does not provide any network services while you are connected to the campus network, wired or wireless.

If you are connected to any other network providing Internet access, GlobalProtect is providing network services and the status is reported as you see below.  Note the change in the overlay and wording.

Although it may be hidden, the icon below indicates that GlobalProtect is running and you have signed in.

In this following example, you will see that the icon is grey which indicates that GlobalProtect is running and you have not signed in.

If the icon is spinning and looks like you see below, GlobalProtect is running and trying to connect.

If you don’t sign in, you will see an alert in the lower right corner of the screen each time you log on to Windows.

GlobalProtect may also be installed unobtrusively when you are not logged on to Windows. You will see the sign in alert the next time you log on.

If you are not connected to the Internet at all and you have not signed in to GlobalProtect when you log on, you will see the following:

Connect to the Internet and click OK to confirm the Portal Address (which should be and sign in.

Should you be signed out for some reason, the alert to sign in appears in the middle of the screen and not in the lower right corner.

Please note the following:

  • GlobalProtect is only for use on University-owned computers. You cannot have it installed on your personally owned work from home computer.
  • Once installed and signed in, GlobalProtect works in the background. You should not have to sign in every day.
  • If you use Pulse Secure you cannot be signed in to GlobalProtect and Pulse Secure at the same time.

Accommodate Software Implementation – CTLE

Project/funding came out of the Strategic Enrollment Plan to purchase and implement (Including training) a Disability Services System that will integrate with our Ellucian Banner HR Database. CTLE evaluated two software products, i-Sight and Accommodate by Symplicity back in September 2019. Individuals from the CTLE and IT vetted the two products and Accommodate was the chosen product. Enterprise Application Services and the IT Associate CIO used a lighter version of the HECVAT (Higher Education Cloud Vendor Assessment) to evaluate the three third-party systems and to ensure that standard guidelines are met.

The Disability Services System is to replace the existing Disability Services System, which was written in-house by ITDA many years ago. Accommodate software has features that will allow CTLE to scan, store, share and edit ADA documentation from students with disabilities. It will be stored in the cloud (repository) rather than to continue maintaining paper files. The system uses a Case Management Tool, so each student is assigned a case number each semester. A messaging system will allow emails to be sent to students and/ or faculty (either manually or automatically), with attached files such as Faculty Letter and Student Letters. Students will be able to book appointments through the system for both test taking and consultations.

There will also be a Comprehensive Testing Piece to allow students to book exam and testing appointments through the system. A module for note-taking is also a feature that will enable CTLE to arrange for note-takers for students with disabilities for their classes and have a repository where note-takers can upload notes and students with disabilities can download them. The software has a user friendly interface for both students and faculty via a portal for each. Finally, the software provides a robust reporting system. Accommodate is a hosted web-based solution that utilizes the latest technology in Cloud Computing. All software is maintained by Accommodate. This allows for Business Continuity, Data Recovery, Scalability management, Rapid response time, data back-up and restore, Failover procedures, and Load Balancing. The actual purchase was made at the end of March 2020.

Starting this semester, the CTLE plans to use two modules in this software tool. They are the Note-taking feature and the Repository, where CTLE can scan, store, share and edit ADA documentation from students with disabilities. Later in the semester, we plan to implement the other features.

Written by Aileen McHale, Instructional Technologist/CTLE Technical Operations and Projects Manager, Center for Teaching and Learning, University of Scranton

Coming Soon: New Facilities Management Work Order System

We are implementing a new facilities management work order system that will replace the 20+ year old in-house developed work order system. The new work order system will be based on the Cherwell platform, which we are already using for the Royal IT Support system. This new system will make the process of entering work orders for repair work, creation of name plate signs, or facilities preparation work for events a lot easier. A new portal has been developed that looks and feels the same as the Royal IT Support portal, so you will be almost instantly familiar with the new system if you have used the Royal IT Support portal before.

This new portal will not only allow you to enter work orders, but also to track all the work orders you have submitted, their status, and add updates. You will also be able to include attachments with work orders, like pictures and drawings, or even duplicate work orders for recurring projects or events.

The communication will also be greatly improved. You will immediately receive an email confirming the submission of your work order. You will also receive emails when changes to your work order are made, keeping you informed of what is happening with your work order.

We are planning on launching the new facilities management work order system in October.

Schedule Your Appointment for Technical Support

The Technology Support Center (TSC) is your first point of contact when you need technical support. Staffed by professional consultants and technical student workers, we are trained to assist our Scranton community with technical issues.

Guided by the Royals Safe Together principles, the TSC is now offering students, faculty and staff the ability to schedule and manage appointments. Scheduling an appointment will ensure that our staff can practice safe social distancing and proper sanitation procedures. Appointments can be made for virtual, as well as in-person services.

What if I just have a question?

Our staff continues to provide call-in (570-941-4357), email ( support, or you can enter a ticket in Royal IT Support via the My Scranton portal. This new initiative aims to ensure safety for in-person meetings, and allows for better planning for services that require additional time.

Where do I schedule my appointment?

Please visit and click on Schedule an appointment.

Tech Tip from IT – Managing Phone Calls

Setup your office phone for remote work by Lisa Notarianni, Telecommunications Engineer

Tip 1: Forward your campus phone to your home or cell phone:

You can open a Royal Support ticket to request that your office phone be forwarded to another number.  Please include your campus phone number that you want forwarded and the number you want it forward to.  The number you provide will ring when your campus number is dialed. Be sure to state if you would like it sent only during normal business hours (M-F 8:30am-4:30pm).

Tip 2: Send your voicemail messages to your email:

Send your voice mail messages to your email to receive “wav” file for each voice mail you receive.  This is the most efficient way to manage voice mail while working remotely.  You will not need to call into the voice mail system to check if you have messages. Please open a Royal Support ticket to request to forward your voice mail to email.  Be sure to include your office phone number and email address.

Tip 3: Alternate Greeting

You can record a temporary greeting without having to change your standard greeting. You may want to record something like “Hello, you’ve reached “John Smith”, I am currently working remotely.  Please leave your name and number and I will return your call as soon as possible.”  This helps callers know you are working and will return their call if they leave a message.

Follow these steps:

  1. Call 570-941-2450
  2. Enter your “ID followed by #” (enter your 4 digit phone number)
  3. Enter your “Pin followed by #” (enter your voice mail password)
  4. Option 4 set up options (You do not need to wait for the prompts to finish paying
  5. Option 1 Greetings
  6. Alternate Greeting 2
  7. Press # for indefinite (no end date)
  8. Follow the prompts from there to record your alternate greeting and make it the current greeting

Tech Tip from IT Staff – Zoom Exhaustion is Real

Zoom Exhaustion is Real….. A few tips from Stephen Hickman, Executive Director of the Center for Mindful Self-Compassion and Susan Bowen, CIO.

  • Before starting your Zoom meeting, take a few moments to settle and ground yourself so you can give the person and the meeting your full attention.
  • When the meeting starts, take the time to greet each participant and notice each face.
  • Although we are fond of the “Brady Bunch Squares” or Gallery view choose “Speaker View” so that you can focus on the person who is speaking.  Doing this mimics a conference table where you are aware of everyone, but focused on who is speaking.
  • Decide not to multitask. Focus your attention in one area.
  • Take breaks between your Zoom sessions.  An idea to consider is a 50-minute hour that enables you to run to the restroom, get a drink of water, or attend to a child or pet!
  • Remind yourself this is new territory for all of us – practice patience and positivity.