Frequently Asked Questions

Last Updated : Nov 20, 2024

AUC Device Management Project

The AUC Device Management Project is an institutional strategic direction aimed at managing and securing AUC-owned devices and their configurations, through a centralized system. The actions involved in the AUC Device Management project include joining AUC devices to a centralized Device Management Service (DMS), implementing user access controls, assigning unique device names, enabling security logs and settings, and remotely pushing updates and patches.

The AUC Device Management project is important because it enables AUC to efficiently manage, govern, and secure its digital assets. This long-standing practice, implemented in institutions and universities for many years, serves as a foundation for essential security, management, and compliance standards and laws that AUC needs to comply with.

Device Management means taking technical actions to properly manage AUC assets. These actions include:

Users are not allowed to freely install or uninstall programs without permission.
When using AUC devices, users must use their AUC login information rather than any local or temporary accounts.
Each device is given a specific name that helps AUC identify and keep track of it.
AUC ensures that devices have their operational and security logs, configurations, and settings properly enabled.
Users are not allowed to uninstall or disable any security programs that are installed on the device.
AUC remotely delivers updates for both operational and security-related programs on the device.

Joining DMS helps safeguard AUC assets from various security threats (malicious software, hacking, ransomware, etc.).
It serves as a foundation for keeping track of AUC's hardware and software resources.
Joining DMS provides a starting point for managing and securing device configurations.
It establishes a foundation for verifying the integrity and authenticity of software used by AUC.
Joining DMS enables the implementation and enforcement of security controls on AUC devices.
It allows for the timely application of patches and security measures to address vulnerabilities on AUC devices.
Joining DMS facilitates the management and enforcement of encryption measures on AUC device hard drives.
By limiting user changes at the system level, Joining DMS helps mitigate potential technology errors.

AUC DMS is planned to cover all AUC devices/assets, including those running Windows, Mac and Linux operating systems. For devices that cannot be directly joined, Mobile Device Management tools will be used.

Devices not owned by AUC are not required to join the AUC DMS. This practice is specific to AUC-owned assets only.

Yes, as the project is divided into phases to ensure a systematic and efficient process covering all operating systems. Phase one of the project will include Windows-based machines and regular updates and instructions will be shared about the following phases.

The AUC Device Management Project is an institutional strategic direction to ensure consistent management, governance, and security of AUC assets. Opting out of the project is not possible as it is essential for maintaining a secure and compliant environment.

The time it takes to add a machine to the DMS can vary depending on several factors, including the specific data and software you have on the machine. In general, the process can take from 30 to 60 minutes. However, this is only an estimated timeframe.

No, you don't need to make any preparations before joining the DMS.

Though joining the DMS typically doesn't lead to data loss, it's always a good practice to back up your important files and data.

Joining the DMS will not affect your software, but DMS administrators might restrict certain software installations to maintain standardized environments and prevent unauthorized applications from being installed. This is done to enhance security and reduce the risk of malware or unapproved software being introduced to the network.

Once your computer is joined to the AUC DMS, the login screen will display the DMS name as an option. Select it, and then enter your AUC email credentials (username and password) to log in. After successful authentication, your computer will load your device-managed user profile and settings.

No, individual account creations or password changes are not allowed on DMS-joined devices to maintain a standardized and controlled environment. Users are required to use their AUC credentials to access any DMS-joined devices.

When you join the AUC DMS, the AUC device will follow AUC-approved configuration and settings. This may result in some changes to the computer settings and profiles. However, your personal files and settings will typically remain intact.

Joining the DMS should not impact your internet connection or general network settings. The device will retain its network configurations, and internet access should remain unaffected.

Yes, as part of the AUC Device Management project, there are limitations on user privileges to install or uninstall programs on AUC-owned devices. This is to ensure security and compliance with AUC policies. Users will need to request assistance from IT support for software installations or removals.

If your device-managed account gets locked out due to multiple incorrect login attempts or other security reasons, you'll need to open an IT Ticket to unlock your account. The support team will verify your identity and help you regain access.

Device-managed accounts and data are generally secured through centralized authentication and access controls managed by the AUC's IT team. Strong password policies, encryption, and other security measures are implemented to protect device-managed resources.

The AUC Device Management Project implements privileged access management solutions for IT and DMS Administrators. It includes monitoring access, establishing defined processes and responsibilities, setting boundaries, and implementing change management procedures to mitigate the risk of abuse. By implementing these controls and measures, AUC addresses the issue and ensures the security and integrity of its systems and assets.

If you have specific questions or suggestions related to the AUC Device Management Project, we encourage you to submit them through our Online Feedback Form. Additionally, the IT support team will be available for help. If you encounter any issues, please Open an online ticket. They will be available to assist you and address any concerns you may have.

If you need to schedule an appointment for any DMS-related issues, please contact your departmental IT representative or submit a request to AUC Central IT Support through the IT support portal. Appointments can be made directly via the portal, and our support team will confirm your scheduled time.

For Support-related Issues:
If you experience a technical issue or require support related to the DMS, please email [email protected]. The central IT team will review your request and address it promptly. If further discussions with requester are required, the request will be sent to [email protected] to manage and forward the request to higher management, if needed, in line with the DMS Privileged Access Management Process.

For Software Installation or BigFix/Catalog Requests:
For any inquiries or requests related to software installation, BigFix, or the software catalog, please review our Software Solutions page for details on the software that can be installed promptly on DMS-joined machines, in addition to our approved list of software that you can install after submitting an installation request on our IT support portal. The team will ensure your request is processed in alignment with the DMS policies.

For General Inquiries About the Concept or Need for DMS:
If you have questions about the broader DMS framework or its security implications, please reach out to [email protected] for further clarification.

Following our standard SLA: if the request is related to a normal DMS support request, it will be addressed within one business day. Escalation requests are handled as service requests and will be processed within three business days.

Multi-Factor Authentication (MFA) Implementation

MFA is a security feature that adds an extra layer of protection to your login process. It requires more than just your username and password for accessing your account, ensuring higher security. By implementing MFA, only you, as the account owner, with the correct combination of credentials, can successfully log in. This step is essential to protect your account and sensitive information from unauthorized access.

MFA is planned to be applied to all faculty, staff, and students. Currently, the MFA is applied to all faculty, staff and students

After the MFA is applied to your account, follow these steps for successful authentication:

Enter your email and password as usual.
You'll see a message stating that your organization requires more information to keep your account secure. Click "Next" to proceed.
Validate your phone number and choose "Text" or "Call" for verification. For "Text," enter the 6-digit code received via SMS and click "Next." For "Call," answer your phone, follow the prompts, and press the Pound Key "#" to verify your identity.
Once the verification process is complete, you will be logged in successfully.

The current settings require re-authentication every 90 days. Kindly note that you will need to re-authenticate on each device and each browser you use. Please refer to the next question for more details.

Yes, you will need to authenticate for each browser (chrome, safari, etc.) or device (PC, phone, tablet, etc.) that you use to log in to your account. Each browser on each device that you use will require MFA authentication.

To ensure a smooth transition to MFA, please review and update your contact information. Make sure your email addresses and phone numbers are accurate and up-to-date in our system. We have prepared instructions on how to update your contact information (Dated March 1, 2023) that should help you if needed.

If you can't receive a call or SMS, or prefer an alternative authentication method that doesn't require a mobile network or valid SIM card, you can use the Microsoft Authenticator app. We have created a detailed guide on how to set up your account and authenticate using the app (PDF).

Immediately visit your MFA authentication settings screen and sign out from all your devices. Your next important step will be to change your AUC password. If any suspicious activity is monitored, report instantly an incident by sending an email to IT Support or information security.

Anyone who is traveling abroad should use the Microsoft Authenticator app on their device. Text messages and phone calls may not be accessible during travel. We have created a detailed guide on how to set up your account and authenticate using the app.

You can visit your MFA authentication settings screen to add a new sign-in method, change your default sign-in method or sign out from all your devices.

MFA provides an added layer of security, protecting your account and sensitive information from unauthorized access. By implementing MFA across the entire AUC community, we are committed to maintaining the highest level of security for our systems and ensuring the safety of all accounts.

If you have any additional questions or require support with Multi-Factor Authentication, please open an IT ticket by sending an email to IT Support or information security. Our support team is ready to assist you and address any concerns you may have.

IT Help Desk

Ensure that the clearpass icon is open at the bottom right of your screen. If you cannot locate it, open the program from the start menu.

Right-click on the network icon at the right corner of your toolbar
Select Open Network and Internet Settings
Select Change Adaptor Options
Right-click on Ethernet
Select Properties
Select Authentication
Select Additional Settings
Select Replace credentials or Save Credentials
Enter your AUC email username and password
Click Ok on all open windows till you reach Ethernet

This is a browser error. Either use a different browser or clear the cache of your browser as follows:

Open Chrome or Firefox
On new tab, for Chrome click Ctrl+H, for Firefox Ctrl+Shift+Delete
In the clear browsing data box, choose advanced in the case of Chrome and use the menu at the top to select the amount of data that you want to delete. Choose from the drop-down list clear the following items from the past week. Check all the boxes including cookies and other site data, and cached images and files except media licenses and passwords (if you have any saved)
Click on clear browsing data
Restart the browser

If you receive the error unauthorized access upon login, follow the below steps:

Clear the cache of your browser as follows
1. Open Chrome or Firefox
2. On a new tab for Chrome, click Ctrl+H; for Firefox Ctrl+Shift+Delete
3. In the Clear browsing data box, choose Advanced in the case of Chrome and use the menu at the top to select the amount of data that you want to delete. Choose from the drop-down list clear the following items from the past week
4. Check all the boxes, including Cookies and other site data, and cached images and files except media licenses and passwords (if you have any saved)
5. Click clear browsing data
Restart the browser

CANVAS

Yes, you can find available resources in the learning hub by visiting this link.

Yes, you can find available resources in the learning hub here.

Desktop Technical Support

Click on Ctrl+Alt+Delete and Lock. When you want to unlock your computer, type in your password. On Windows, you can also press the Windows key and L for easy access.

A print queue is a list of all documents that are scheduled to be printed, and you will want to clear this if you no longer want to print all of the documents. To clear your print queue, simply locate your printer settings and right-click on the correct printer. You will then see a list of all documents, which you can then right-click and cancel.

Press the Windows button+R
Type:\\10.2.70.11
Press ok
In the generated window, type:
auc\username (your AUC email username) without @aucegypt.edu
Password (your AUC email password)

First, check the computer's power cord to make sure it is completely plugged into the wall socket. If you are using a plug strip, make sure it is completely plugged into the wall socket and that the power switch on the plug strip is turned on. Some plug strips also have a built-in circuit breaker which usually looks like a black or red button near the power switch. Press the button to reset it and see if that solves the problem.

There are many reasons why a computer may just stop working or "freeze". Most of the time there isn't much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to restart the computer.

Microsoft Internet Explorer users can go to 'Tools' (or the little cog icon in the top left), then go to 'Safety' and choose 'Delete browsing history', you can then choose to delete your Internet cookies. In Google Chrome, go to 'More Tools' and choose 'Clear browsing data.' Firefox users can go to 'History', then choose 'Clear recent history.'

Students, faculty, and staff can schedule an appointment with the IT desktop technical support representative to help troubleshoot their personal laptop and desktop application problems for both Windows and Mac IOS platforms. This service also helps in software installations, including MS Windows.

Provide on-site analysis, identification, and resolution of difficult desktop problems for end-users, including MS-Windows operating system and application installation.
Test, evaluate, and assess new IT equipment to ensure the quality of products purchased by AUC.
Inspect the new equipment to ensure that AUC received the right spec of purchased products from vendors.
Support remote installation and give desktop technical support for remote users (limited now).
Assist limitedly with hardware and technical support advice.
Prepare reports regarding old IT equipment transferred to the AUC warehouse before re-distribution to the department for reuse when needed.

VPN Account Creation

To create a VPN account, fill in this form and wait for a creation notification email to set up your account within two business days.

After receiving a VPN account creation notification email, activate your account by following the steps below:

Open www.forticlient.com and download the forticlient for your OS
Set the connection name as you want
Set VPN type to SSL VPN
Server address is aucvpn.aucegypt.edu and the port: 8090
Use your email username (your email without @aucegypt.edu) and password as your initial credentials and log in to have a successful connection

Microsoft Windows

You can get your Windows installed following these steps
1. Open a ticket on IT Self Service Portal schedule an appointment with a technical support representative
2. Visit IT Support for physical installation

You dont need your windows product key anymore,
Please follow the following steps to install/activate your windows again:

1. Open a ticket on IT Self Service Portal schedule an appointment with a technical support representative
2. Visit IT Support for physical installation

Microsoft Office

Microsoft Teams

Visit teams.microsoft.com, you will be prompted to enter your AUC credentials. Your office365 cloud portal appears. Open Microsoft Teams, and click on the download desktop app icon in the left navigation pane. This will download the app to your computer, and you can install and activate it on your desktop.

A team is a collection of people, conversations, files, and tools all in one place. A channel is a discussion in a team dedicated to a department, project, or topic. Click teams and select a team. Pick a channel to explore the conversations, files, and other tabs.

Click here for a video tutorial.

To start a conversation with the whole team, click on teams, pick a team and channel, write your message, and click send. If you need to make a conversation with a person or group, click on a new chat, type the person or group's name in the to field, write your message, and click send.

Click on meet now under the area where you type a message to start a meeting in a channel. If you click reply, then meet now; the meeting is based on that conversation. Enter a name for the meeting, then start inviting people.

Click here for a video tutorial.

Click on a video call or audio call to call someone from a chat. To dial a number, click on calls on the left and enter a phone number. View your call history and voicemail in the same area.

Click on attach under the box where you type messages, select the file location and then the file you want. Depending on the file's location, you will get options for uploading a copy, sharing a link, or other ways to share.

Click here for a video tutorial.

You can click on files on the left to see all files shared across all of your teams. You can also click on files at the top of a channel to see all files shared on that channel. Click on more options next to a file to see what you can do with it. You can instantly turn a file into a tab at the channel's top for quicker access.

1. Select teams. Then go to the team on your team list.
2. Select more options. Then add a member.

Teamssteps1

3. Enter the guest's email address. Anyone with a business or consumer email account, such as Outlook, Gmail, or others, can join your team as a guest.
4. Add your guest's name.
5. Click add.

Teamssteps2

Yes, find below the available Microsoft Teams videos classified by topic:

Quick Start
Intro to Microsoft Teams
Set up and customize your team
Collaborate in teams and channels
Work with posts and messages
Upload and find files
Start chats and calls
Manage meetings
Set up and attend live events
Explore apps and tools
Manage team schedules with Shifts
Manage your activity feed
Teams on the go

Visual Studio

For students and staff, follow the instructions below to activate and download Visual Studio:

Click here to download visual studio from Microsoft Azure Dev Tools for Teaching
You will be prompted to log in to your Office 365 account, enter your AUC credentials
After successful login, to the Azure for education page, on the left pane under Learning Resources, choose Software
In the search bar, type Visual Studio, choose the option that matches your PC configuration and Operating system

For further support, post an IT service request on the IT Service Management Portal and choose PC/Laptop software category.

Zoom Video Conferencing

1. Open Zoom any browser and type

2. If you have a meeting ID, choose join a meeting to connect a meeting in progress.
3. Click on sign-in to configure your account.

4. Click on sign in with Google.
5. You will then be directed to enter.

1. Sign in first, as mentioned above.
2. Choose my account from the upper right side of the page.
3. Select meetings from the left column under personal.
4. Click on schedule a new meeting.

5. Topic: type in the title of the meeting.
6. When: choose the date and the time of the invitation.
7. Duration: choose how many hours the meeting will be held.
8. Fill up all the data as per the below screenshots then click on save.

9. The meeting invitation will appear as shown below:

10. Go to invite attendees then select copy meeting invitation as per the below screenshots and send it via email to the meeting attendees.

The invitation to a zoom meeting will be as follows:

Topic: Meeting

Time: May 9, 2017, 2:00 pm, Cairo

Join from PC, MAC, Linux, IOS or Android here.

Meeting ID: 123 456 789

Or iPhone one-tap (US Toll): +14086380968, 123456789# or +16465588656, 123456789#

Or telephone: Dial +1 408 638 0968 (US Toll) or +1 646 558 8656 (US Toll)

Zoom International Dial-in Numbers can be found at this link.

Or an H.323/SIP room system:

H.323:

162.255.37.11 (US West)

162.255.36.11 (US East)

221.122.88.195 (China)

115.114.131.7 (India)

213.19.144.110 (EMEA)

202.177.207.158 (Australia)

209.9.211.110 (Hong Kong)

SIP:[email protected]

If you are using a desktop or laptop:

1. Open the invitation email and click on the first provided link in the invitation e-mail:

Zoom webpage will open in a new tab in your browser.

2. For first time access to zoom application, select launch application/download here or select run/save at the bottom of the page

3. Open the Zoom icon.
4. Click on join a meeting.

5. Type down the meeting ID as seen below.
6. Then type in your name in the Enter your name field.
7. Select remember my name for the future meeting to save your name for all upcoming meetings.

8. To invite more people to join by email, use the invite icon or send them an SMS with the meeting ID number.

If you are using Android/iPhone/Tablet/iPad:

1. Download the Zoom Cloud Meetings application from Apple App Store or Google Play Store.

2. To join a meeting, you can either select join a meeting and then enter the meeting ID number or you can directly click on the URL sent to you via email.

3. To invite more people to join, click on the Participants icon on the bottom then click invite. You can invite via SMS or by copying the URL.

Yes, find below the available Zoom Youtube videos classified by topic. Click on the links below to watch these videos.

Go to zoom.us
Click on the Sign In located in the top right corner.
Choose the Sign in with Google option.
Enter your AUC email credentials, and You are in!

2. Select the Recordings category on the left. Under the Cloud Recordings tab at the top, you will have a list of the recordings you saved to the cloud. Click on the More button next to the item you wish to download.

3. From the available options, select the Download option to start downloading all your recordings related to the selected topic.

4. You can also export a list of cloud recordings or export a CSV of viewing analytics.

Go to zoom.us
Click on the Sign in button located in the top right corner
Choose the Sign in with Google option
Enter your AUC email credentials, and you are in!

2. Select the Recordings category on the left. Under the Cloud Recordings tab at the top, you will have a list of the recordings you saved to the cloud. On this list, choose the items you wish to delete.

3. Click on Delete Selected button to proceed.

Remote Access to Campus Computer Labs

Yes, if you want to work on any of the machines on campus’ computer labs, all you need to do is to download the RealVNC Software from here and refer to your course instructor/TA or Lab administrator to receive an invitation to create a RealVNC account. RealVNC software works across all devices and operating systems including Windows, macOS, iOS, Android, and Linux ensuring a secure and reliable remote desktop connection.

Architecture Engineering Lab
Computer Science Engineering Lab
Construction Engineering Lab
Electronic Engineering Computer Lab
GAPP labs
Jameel Building Computer Lab
Mechanical Engineering Lab
Petroleum Engineering Lab
Physics Lab
Psychology labs
PVA labs
UACT labs

The above list will be updated once new locations are available.

1. Install or run VNC Viewer and sign in using your RealVNC account credentials. You should see the remote computer appear in the AUC team.
RealVNC

2. Click or tap to connect. You are prompted to authenticate to VNC Server.
3. Enter the username and password that you will receive from the Lab supervisor.

Google Chat

Download the new mobile app for Android or iOS.
Download the new standalone desktop app if you have used the classic Hangouts Chrome extension or app. You can access the desktop app from a prompt that appears on chat.google.com.
On February 7, 2021, refresh your Gmail to get the new Chat in Gmail experience.

You can continue recent conversations from classic Hangouts in Google Chat. Over time, older conversations from classic Hangouts will also migrate to Google Chat. All previous chat history from classic Hangouts will be accessible in Gmail.

Google Voice and Google Fi are not available through Chat. If you already have a Google Voice account, you can either access Google Voice, select Voice from the App launcher or download the Google Voice app (Android, iOS)
Google Fi users must use the default SMS app on their mobile devices to send and receive SMS messages. If you start rooms in Chat with the option for threaded conversations, these rooms will not appear to people who still use classic Hangouts.

Go to the Google Workspace Learning Center for more information about the new Chat.
The AUC Help Desk is ready to answer your questions by phone at t: +20.2.2615.1200 for any additional assist.

Targeted Announcements

Fill in the following Announcement Request Form with your announcement and the group of students you wish to target.

All announcements need to be submitted from a departmental email account.
Announcements can be targeted based on any data element captured on the Banner Information System.
The submitter receives an email confirmation (same day) as soon as the announcement is processed.
For any amendments or special requests after submission, email [email protected].

Meeting Rooms and Lecture Halls

Send an email to [email protected] with your requirements with 48 hours prior to your event time, along with venue, date, time, and exact needs.

Pass by the Library building G029 and borrow a video camera or a power shot camera with your ID, as we do not provide video or standstill pictures shooting. Note that this depends on the availability as the borrowing policy is FCFS.

Send an email to [email protected] with your requirements, venue, date, and time, mentioning if this streaming is internal among the AUC campuses only or external, and if so, specify if streaming will be on the AUC website, Facebook or YouTube.

Yes, of course, our staff are on-site with at least 30 minutes before the event time.

Yes, this can be done, but your department must carry out the working staff's transportation and overtime. The transportation fees must be paid at the Library building, room G029, at least one day before the event date.

Assistive Technology

You can reach us by email at [email protected].

Or pay us a visit at the following locations:

a. Room P145, Prince Alwaleed Bin Talal Bin Abdulaziz Alsaud Hall (HUSS Building), Ahmed Abdel Tawab.
b. Room P003, AUC Library, Fatma Moussa.

You must be an affiliated AUC member (undergraduate student, graduate student, faculty, or staff) with an active AUC email.

Assistive technology services offer many services for students with different abilities.

Academic documents’ delivery services including:
- Optical Character Recognition (OCR) document scanning in both English and Arabic formats
- PDF files conversion to Word or Braille file formats
Braille printing services
Screen Reading Services
In-class note-taking device rental services
One-to-one or focus groups training services

For a complete list of assistive technology software and hardware, click here.

All services mentioned in the previous question remain except for Braille printing services.

For library operations during campus closure, check the library's website here.

To access online books though bookshare.org, contact the Center for Student Well-Being.

Post a service request on the IT support portal or email [email protected].

The assistive technology services offer device rental devices for class note-taking using Braille or MP3 recording. Email [email protected] for more information.

This depends on the number of users requesting the service relative to the number of available devices we currently have. You can keep it for a complete semester unless it is needed by another student when you start coordinating the device exchange.

For more information, email: [email protected].

Printed or pdf resources should be clear, without handwriting, underlining watermarks, or bad-quality images.
Scanned copies shouldn't be inverted pages or two-sided.
For PDF documents that are password protected, refer back to your instructor.

Below are some tips and tricks:

a. Avoid opening many heavy programs simultaneously that consume your computer memory, such as Word, PowerPoint, Excel, Outlook, etc.
b. Open each program separately, and use the Windows+Insert+F4 key if JAWS hangs after closing it. This key unloads JAWS completely from memory and restarts automatically as a fresh session without the pre-loaded scripts.
c. Weekly clear user temp (%temp%) and Windows Temp (temp)
e. Monthly run disk cleanup utility (cleanmgr)

Call t: +2.2615.1200 to direct you to the technical support specialist.

The assistive technology services at AUC offer a free installation on the student's laptop until he/she graduates from AUC.

Email [email protected] to request a license.