Hardware Support

 

 

 

BUYING COMPUTERS & HARDWARE

We have specific policies about the hardware and software allowed on the Department computer systems. Please consult with Psychiatry IT, before purchasing new computer hardware (or software) from other sources.

We have had standardized desktop and notebook computer models in the Department since March 2004. This practice allows us to provide more efficient support to large numbers of computers because the support team is familiar with specific models and can therefore prepare, patch, secure, repair and restore failed systems faster. In addition, purchasing through a preferred vendor allows for better negotiated pricing and systems that arrive with formatting that requires considerably less hours of set up time to add the computers to the secured network.

While we prefer that all computers are bought through Psychiatry IT, it is possible for non-standard computers to be added to the Department network and IT support list. However, you may be charged for additional preparation time, consumer warranty support and mandatory management software.

Faculty who are newly hired and arrive with their existing computer equipment will only be charged the management software license fee to have their existing computer added to the Department computer network and support list.

There are several reasons the Department IT doesn’t buy the apparently cheaper retail computers from “big box” stores who sell computers at what seems to be a great price. The reasons for this include:

  • Retail stores sell a lot of end-of-production computers, so can’t provide us with the same model twice, which means we can’t clone computer setups, resulting in an additional 3-4 hours preparation time for the computer.
  • The Department IT requires management software be installed to maintain all the computers. The cost of the management software is built into the price of the Department standard models. Non-standard computers are charged for this software.

SELF-SUPPORTED DEPARTMENTAL COMPUTER PURCHASES

For self-supported (maintenance is up to you) computers, you can order yourself, or we can assist you. If you buy the computer yourself, you must supply us with a copy of the invoice, showing UBC ownership, before we will install UBC site licensed software.

MOVING YOUR COMPUTER

Certain settings on your computer and network port identify it to the network and server. If you are moving, connecting or switching computers, please contact Psychiatry IT in advance to have the settings changed.

DISPOSING OF YOUR COMPUTER

When computers are being discarded or sold, please ship them to Psychiatry IT so that we can uninstall UBC licensed software, remove confidential data (not just in "My Documents"), and remove the computer from our inventory. Disposal of computers must comply with UBC policy.

COMPUTER BACKUP

Files stored on drives I through Z, are on our servers, which are backed up twice a day for 10 days, then monthly. In addition, Psychiatry IT makes a permanent archive of server drives, twice a year. We highly recommend that you save your files to drives I through Z, instead of on your computer. Psychiatry IT does not routinely backup the hard drive(s) of the computers that we support. These drives are typically lettered C D E through H.

Since August 2018, Psychiatry has offered backup of data files on local drives (C: through H:) for Windows desktop computers we support. We encrypt these backups and they stay on-site, so are compliant with FoIPP regulations. The Department is providing the backup server and annual backup software licensing infrastructure. End users will need to pay for the storage space that they use.

Participants in this program will be able to recover files for at least 14 days. The cost for users is $0.35 per Gb per year. As an example, early adopters have an average for 30Gb in their c:\user folder so have an annual cost of $10.50.

If you would like to participate, please contact Psychiatry IT with the asset number of the computer and we will provide an estimated cost for this service.

LAPTOP / NOTEBOOK USER TIPS

ABOUT YOUR LENOVO NOTEBOOK

  • Lenovo models also have the following features:
    • Keyboard light = Press the Fn + PgUp keys
    • Presentation Mode (Video/monitor/LCD output switching) by holding the Windows + P key will activate presentation mode and Windows + X will bring up the Windows Mobility Centre, where you can quickly access a lot of related settings.
    • Wireless networking can be be toggled off/on by pressing Fn-F5 or click the wireless icon on the taskbar. T61 and W500 notebooks also have a slide switch, on the front left edge.
    • Scroll = Holding the blue button, between the mouse buttons, and scroll up/down with the trackpoint (mouse).
    • NumLock will come on in the last state that it was set. For example, if you had your laptop connected to an external full size keyboard, with number pad, then disconnect from the external keyboard, your laptop’s embedded numeric keyboard will remain turned on.
    • Screen magnifier = Press the Fn + space, to toggle between your regular screen resolution and a low resolution (large text) mode, if you're finding things hard to see..

 

LENOVO SINGLE-PIECE TOUCH PAD

TrackPointIf your Lenovo notebook computer has a single-piece TouchPad (note horizontal red lines with bumps in the middle) and you find that your cursor or mouse suddenly jumps to an unexpected location, you may want to change to Psychiatry IT recommended settings.

Note: Please contact Psychiatry IT to install the drivers for you, if your "Mouse Properties" settings don't appear as below.

 

TrackPoint ThinkPad 11) Choose Mouse in the Control Panel, then click on the ThinkPad tab.

 

 

 

 

TrackPoint ThinkPad classic2) Select the Pointing Option you want. Classic TrackPoint Mode Only will work best for traditional TrackPoint users.

 

 

 

TrackPoint gestures3) You may also want to disable "Gestures", if you do a lot of typing.

 

 

LENOVO TOUCH PAD

The "Touch Pad", on some Lenovo Edge and T series notebook models (e.g. model E431 or T440) is actually a "Pen and Touch" combination. In "Pen" mode, you can use a stylus to draw.

Some department members find they touch it by accident and get unexpected results. You can completely disable the touch pad by;

  1. Click on Windows Start Button windows start button
  2. Go to Control Panel
  3. Choose Mouse
  4. A pop up screen of Mouse Properties
  5. Choose UltraNav accordion
  6. Uncheck Enable TouchPad

Notebook computers are often referred to as "laptop" computers. Unfortunately, they generate enough heat to injure you, if you actually use them, on your lap. If you must use them on your lap, insulate yourself with a thick book.

CONNECTING TO UBC WIFI NETWORKS

Please follow the instructions provided by UBC IT here.

Battery life is always quoted under ideal conditions. To increase your notebook's battery life:

  • Order a second battery and rotate its use with the original, every 2-3 weeks.
  • Condition your new battery properly and take advantage of your computer's "on battery" settings (like disabling wireless networking, if on an airplane) to consume less electricity.
  • Click the Laptop Battery FAQ accordion above for lots more battery tips.

Frequently Asked Questions about Laptop Battery

How should I care for my new laptop battery?

Condition your new laptop computer battery for optimum performance.

A new laptop battery must be conditioned to operate at its full capacity.

Laptop batteries are shipped in a discharged state and must be fully charged when you receive your new battery. Charging your new battery overnight is sufficient to give your new battery a full charge. A new laptop battery must be partially discharged and fully charged at least five times in order to reach its full capacity.This is done simply by unplugging the laptop from the power cord and letting the battery operate the laptop for 30 min. to 1 hour. It is important not to let a brand-new battery discharge completely to empty or the battery pack may not be able to be recharged by the laptop. This can effectively destroy your brand-new battery.The conditioning process should be completed within the first month you receive your new battery. The conditioning process can be completed during the first week of receiving your new notebook battery.

How can I extend the life of my laptop battery?

Li-ion laptop batteries will wear out slowly over time, providing ever shorter battery run times. You can extend the life of your battery by providing some basic ongoing maintenance.

Keep your battery from wearing out prematurely due to lack of use.

Many people assume that the battery is being used when the laptop is plugged in. This is not the case.

When your laptop is plugged into the wall, your laptop runs on it's primary power source, electricity from your AC adapter cable. While plugged into the power cord, your battery is in a stand-by state. Your battery will only power your laptop once you unplug from the electrical cord.

If your laptop is plugged in for extended periods of time, your laptop battery is literally withering on the vine from lack of exercise.

It is true that the battery will loose a small portion of it's charge each day and that the AC power cord will "top-off" the battery, but this is not enough exercise to keep your computer battery in top form. Running on battery power for 30 minutes to an hour once a week is sufficient to keep your notebook battery active and in good shape.

This is perhaps the most common reason computer batteries wear out prematurely.

Don't run your laptop battery all the way to empty

The second most common reason why laptop batteries fail prematurely is that they are frequently discharged all the way to empty. Research shows that Lithium-ion batteries have the longest useful life when they have shallow discharge and recharge cycles. It does not harm the battery to only use it for 5-10 minutes and then plug it back in to the power cord.

People often confuse today's Lithium batteries with the older NiCad batteries found in power tools. With NiCad batteries, you did want to run a battery all the way to empty to avoid shortening the battery life through the "memory effect".

Try to keep your battery from discharging all the way, running your battery to a low level when you use your battery will significantly shorten the life of your battery.

Discharging your laptop battery all the way can effectively kill your battery

If a computer battery is discharged past the critical 3% level, the battery may not be able to be recharged again. This effectively kills the battery. A laptop battery needs a small amount of power in it in order for it send communication back and forth with the laptop to recharge the battery. A battery in a "weakened state" is a good candidate for this fatal mistake. When batteries are brand new or inactive for more than 2 months, they are in a weakened state and must be conditioned with 4-5 partial discharge and recharge cycles to bring them up to full capacity again.

A new battery may cause the battery power icon on your computer to indicate you have a low battery condition. We recommend that you let the battery charge overnight in your notebook computer. It may be necessary to remove and replace the battery and restart your computer with the battery installed in order for the computer's start up sequence to properly recognize your new battery.

Rechargeable batteries will self discharge when not in use over a period of time.

Is it normal for a battery to produce heat while it is being used and while charging?

It is normal for notebook batteries to produce heat when they are being charged and also when you are running on battery power. As energy is transferred within your battery cells, heat is a natural byproduct.

Why does my laptop battery lose power over time?

Over time, laptop batteries lose their ability to hold a charge. This is a normal occurrence and is common to all rechargeable laptop batteries. Most notebook batteries today are made with advanced materials that hold their charge much longer than earlier technologies used just a few years ago. Even so, the life of a laptop battery today will be approximately 500 recharges. For most users, 2- 3 years is a typical life expectancy of a laptop battery.

How can I minimize the power my laptop uses?

Your laptop battery life depends on the power capacity of your laptop battery and the amount of energy your computer draws. You can maximize your laptop battery life by changing the amount of power your computer draws while in battery mode. If you are a Windows user, within your Control Panel section you will find Power Options. In this section you can change power use and low power alerts. Windows users will also be able to lower the brightness of the LCD panel and extend the battery life considerably. You can also extend your battery life between charges by minimizing the use of your CD and DVD drive operation. Windows 7 is considerably more efficient that earlier versions, with it's power use, while running on batteries.

How do I check laptop battery life?

You can check your computers' remaining battery life by clicking your battery icon or accessing the Power Options section within your computer's control panel. Your laptop battery life depends on the power capacity of your laptop battery and the amount of energy your computer draws.

How long will my laptop battery run?

Average run time is 1 1/2 hours to 3 1/2 hours depending on what applications you are running. Functions that require more power will deplete your laptop battery faster. Viewing a DVD or using your CD player to play and record music are power intensive functions and will consume power at a faster rate. Also different notebooks use more power than others. Most laptops have a power management control panel where power use can be reduced while on battery power, such as reducing the brightness of your LCD screen. External batteries can also be purchased to provided extended power.

What is the difference between NiCad, NiMH and Lithium-ion laptop batteries?

Batteries in laptops, camcorder and cell phones are typically made using one of three battery chemistries: Nickel Cadmium (Ni-Cd), Nickel Metal Hydride (Ni-MH) or Lithium Ion (Li-Ion) battery cell chemistry.

NiCad and NiMH:

NiCad (nickel Cadmium) batteries are best known as the battery type that has the memory effect. In order for these batteries to work efficiently, the battery must be completely discharged before recharging. If you recharge these batteries while there is still power stored in the cells, your battery will reset itself so that it now only holds the amount of power stored from the last recharge. Many electric tooth brushes, power tools and other consumer items still utilize NiCad battery chemistry. If you have devices with NiCad batteries, you will save yourself some aggravation and money by having a fully charged spare battery to insert while you recharge your depleted battery. NiCad batteries are the least expensive to produce, but because of the memory effect problem, these type of batteries are slowly being phased out with other improved battery materials.

NiMH batteries are less prone to develop this problem and thus require less maintenance and conditioning. In addition, NiMH batteries can store about twice as much energy as NiCad batteries without adding any additional weight. NiMH batteries are also environmentally friendlier than NiCad batteries since they do not contain heavy metals (which present serious landfill problems). Note: Not all devices can accept both NiCad and NiMH batteries.

Lithium Ion:

Lithium-Ion (Li-Ion) has become the new standard for poraccordionle power in consumer devices and laptop batteries. Li-Ion batteries produce the same energy as NiMH battery but weigh approximately 20%-35% less. This can make a noticeable difference in devices such as cellular phones, camcorders or notebook computers where the battery makes up a significant portion of the total weight. Another reason Li-Ion batteries have become so popular is that they do not suffer from the "memory effect" at all. They are also environmentally friendly because they don't contain toxic materials such as Cadmium or Mercury.

How can I extend my laptop battery run time?

Your new laptop battery will have an average run time of 1 1/2 hours to 3 1/2 hours depending on what applications you are running. Functions that require more power will deplete your battery faster. You can extend your battery run time by minimizing the main power draws on your battery - the LCD brightness levels and the use of your CD or DVD drive. Also, some notebooks simply use more power than others.

You can prolong your laptop battery life by adjusting the power management selections within your operating system software. If you are a Windows user, you can go to the control Panel and select power options. In this area you can choose when and how you can maximize your laptop battery settings.

Can you revive a dead laptop battery?

The question often comes up if it is possible to recondition laptop batteries. If your laptop battery is dead, you have probably already tried is to recharge it. If you find the run time on battery power is minutes not hours, you are due for a new laptop battery. The only component that will wear out in your laptop computer is the rechargeable battery. If your laptop's battery is more than 2 years old it may have already experienced its life of 300-500 recharges. In a similar fashion, car batteries accordingly wear out after the stated monthly service use. It is not possible to revive a spent rechargeable battery. The battery cells must be replaced.

Simple Connection Method

  1. Plug in USB connector from Port Replicator
  2. Plug in power to your notebook
  3. Press the power button, then close the lid of the notebook
  4. Start using your computer via the external monitor, keyboard, and mouse

Alternate Connection Method

Use this to resolve issues.

  1. Plug in USB connector from Port Replicator
  2. Plug in power to your notebook
  3. Press the power button on your notebook
  4. Press “Windows”, & “P” key together, you will see screen of options (see below)
  5. Choose the “Projector only”
  6. Start using your computer via the external monitor, keyboard, and mouse

PRINT TO A XEROX COPIER

COPIER LOGON ACCOUNTS

You need a photocopy account, to copy, print or scan. These can be obtained from Vicky Yau. Your Departmental division/program/grant will be invoiced for any printing or copying that you do. Xerox costs depend on the account that you logged onto the computer with.

SECURE PRINTING TO A XEROX COPIER

Please setup Secure Printing so that your jobs don't print until you arrive at the copier and enter your passcode.

Note: These directions and images are for a Xerox WorkCentre 7855 and a Windows 10 (build 1703) computer. If you are printing to a different Xerox model, there may be small differences.

INITIAL SET UP OF YOUR COMPUTER

1. Click Start > Settings (gear symbol) > Devices > Printers & scanners on your computer.

 

2. Scroll down to the Xerox copier (e.g. "Bldg - shared copier on psytnnnn") that you want to configure, then select Manage. Note: If you are trying to print to a local copier, while connected to your Detwiller computer by Remote Desktop, you will need to choose the version of the printer that says "redirected" at the end of it's nam.

 

3. Click Printing preferences.

4. On the Printing Options tab of Printing Preferences, set the Job Type to “Secure Print”. Enter the same copier passcode as you use for copying (twice) and click OK.

PRINTING

1. When you send a job to this printer, enter your User ID. Enter your Xerox User ID on Windows 10.

Note: These directions and images are for a Xerox WorkCentre 7345 and a Windows 8.1 computer. If you are printing to a different Xerox model, there may be small differences.

INITIAL SET UP OF YOUR COMPUTER

xerox secure print

Enable Secure Print on Windows 7 & 8.1

 

1. Click Start > Control Panel > Devices and Printers on your computer.

2. Right click on the copier (e.g. "Bldg - shared copier on psytnnnn") that you want to configure, then select Printing Preferences

3. On the Paper/Output or Printing Options tab of Printing Preferences, set the Job Type to “Secure Print”

4. Enter the same copier passcode as you use for copying (twice) and click OK.

5. Click OK in the Properties dialogue window.

PRINTING

Enter Xerox User ID on Windows 7 & 8.1

 

1. When you send a job to this printer, enter your User ID.

INITIAL SET UP OF YOUR COMPUTER

There may be small variations, with the following instructions and images, if you have a different version of macOS.

In System Preferences, select Printers & Scanners. You will only need to do this step the first time.

OS X Xerox printers and scanners

1. In Printers & Scanners, select (on the left) the Xerox copier that you want to use. Check the "Location" and "Kind" lines, to confirm that you have selected the correct one, then click Options & Supplies. You will only need to do this step the first time.
2. Confirm the printer location and model

Confirm the Job Storage Module is installed

3. Then click the Options tab and change the Job Storage Module setting to "Installed", then click OK. You will only need to do this step the first time.
4. Open a document in an App, such as Microsoft Word, then click the print icon.
5. In the Print window, select Xerox Features, from the drop-down menu, then select Secure Print. You will only need to do this step the first time.
6. Enter the same copier code as you have been assigned for copying. You will only need to do this step the first time.
7. Enter your copier code.

  1. Press the home button, which is to the right of the touch screen.
  2. Press the Jobs button, on the touch screen, then the Secure Print button.
  3. Enter your Secure Print passcode.
  4. Select a job to print [option - Select the "i" for information about the job or the trash can to delete the job.]

Once a Secure Print job has been printed, it is deleted automatically.

CHANGING DEFAULT PRINT SETTINGS ON WINDOWS

The defaults settings of double sided printing (saves paper) and black & white (much cheaper than colour) are passed from the print server, to your computer, when the driver is first installed. Any changes that you make will "stick", unless Psychiatry IT changes the name of the printer or you delete the printer and it automatically re-installs at logon.

To make your customization, click "Start", then type and select "Devices and Printers". Right click the shared copier (e.g. "Det - shared copier") and select "Printing preferences". You can make your change (e.g. single sided), then use "Saved Settings > Save As", to save your customization.

If you want more than one customization, please ask Psychiatry IT to install the printer multiple times, on your computer. This can be done on just your computer (harder to manage), for everybody or for everybody in a certain group (e.g. Admin).

PRINTING FROM A USB STICK

You can copy PDF, TIFF and XPS files to USB memory, plug it into the copier and print them. Most programs/applications have the option to save in one of these three formats.

Xerox print or scan to/from USB

1. Plug your USB memory stick into the copiers front panel.

2. Select "Print From USB" on the touch screen.

 

Xerox enter code

 

 

 

 

3. Enter your copier code and press the "OK" button.

 

Xerox select USB file to print

 

 

 

 

4. Select the file that you want to print.

5. Make custom print job settings (e.g. double sided or quantity).

6. Press the green Start button, to print.

7. Log off and remove your USB memory stick.

 

LASER PRINTER CARTRIDGE RECYCLING

Used laser printer toner cartridges can be mailed to the UBC Bookstore's Computer Department.  Please clearly label it "for recycling".

Xerox direct faxSupported computer users in the David Strangway building and the Gordon & Leslie Diamond Health Care Centre can send faxes, without printing them first.

You can use the Xerox copier as a walk up fax machine, but if you don't need to keep a printed copy of the fax, you can send it directly from your computers to the Xerox and save some trees. Either way, enter "9" as the first digit of the fax number, when faxing outside.

In “Printing Preferences”, you select “Fax”, then enter recipient’s names and numbers.

Xerox fax walkup 1 1. Under “Services” option, Select Fax from the touch screen
Xerox fax walkup 2 2. Enter the unique accounting code that was assigned to you and enter “OK”
Xerox fax walkup 3 3. Enter the outgoing fax number (please enter 9 before the number). Select “Add” and hit “Start” (next to the keypad)

If you have your UBC FASmail e-mail account setup on your iPhone or iPad and you lose the phone, you can lock or wipe your smartphone.

1. First login at mail.ubc.ca, with your CWL account.

2. In the top right click Options, the See all options

3. On the left, click Phone

4. Select the phone that you want to wipe, then click Wipe Device