Work, Teach, Learn

Information Technology

Service, Security, Solutions

" Having gifts that differ according to the grace given to us, let us use them..."

Romans 12:6 (ESV)

The Information Technology department knows that technology is an important part of the Taylor experience: it’s part of how we work, teach, and learn. It’s even essential to how we stay connected to the community. Every day, the staff of information technology work to help you find a way to leverage technology so that you can be more effective, however you are connected to the University. We believe in a holistic, people-centered approach to technology, focused on solutions that equip and empower, not just on tech that glitters and gleams. Keep reading to find out more about how we do that, and to find answers to many of your questions.

FAQs

How do I contact Information Technology?

We try to make it easy for you to reach us.  During our regular business hours (see below), we staff a walk-up desk, Tech Express on the main level of Zondervan Library in the heart of the Upland campus.  We also take support phones on any of the following numbers:

  • Local / Long-Distance: (765) 998-4040
  • Toll-Free: (866) 693-1385
  • On-Campus: x84040

If you have an emergency with classroom technology, you should call classroom tech hotline at x84444 or (765) 998-4444.

For general support issues, you can send an e-mail to 4040@taylor.edu or log into https://4040Connect.taylor.edu and check the FAQs or submit a service request ticket yourself.  You can get a ticket started automatically by emailing 4040Connect@taylor.edu.

Business Hours

Our regular business hours during the school year for full service support are 8:30am to 4:30pm, Monday through Friday.  We continue coverage throughout lunch on those days, though we do not offer routine service during Taylor’s chapel time from 9:00am to 9:50am on Monday, Wednesday and Friday.

We also offer extended support outside those core hours, focusing on walk-up support at Tech Express, classroom emergency response, and basic phone support.  During the school year, that schedule breaks down as follows:

Sunday – 7pm to Midnight
Monday – 7:45am to Midnight (closed from 5pm to 6pm)
Tuesday – 7:45am to Midnight (closed from 5pm to 6pm)
Wednesday – 7:45am to Midnight (closed from 5pm to 6pm)
Thursday – 7:45am to Midnight (closed from 5pm to 6pm)
Friday – Monday – 7:45am to 10:00pm  (closed from 5pm to 6pm)
Saturday – 1pm to 5pm

What hardware and software do you recommend? Do you offer discounts?

The IT department has an established set of standard technology purchases for University use, and we also provide advice for members of the Taylor community on their personal purchases.

There are discounts available for faculty, staff, and students of Taylor University.  The details vary, and some discounts are larger than others.   See the page below for more information, and feel free to follow up with Information Technology if you have any questions.

The Information Technology department works with a variety of consortia to help determine best practice standards and leverage relationships to improve our purchasing power.

I would like help with my computer.

It may be a tech support cliché, but have you tried turning it off and on again?  A therapeutic reboot is legitimate solution to a number of problems.  When in doubt, give it a try

Beyond that, if you would like some resources that might answer your questions, you can log into https://4040Connect.tayloru.edu and click on the FAQs tab.

You can also contact the IT department if you would like some help or go to https://4040Connect.taylor.edu and click on the Tickets tab to submit a service request.

If you contact Information Technology, please be ready to provide the following  information:

  • Is your question about a university-owned or a personal computer?
  • What’s the computer name?
  • What version of Windows or Mac OS is the computer running?
  • What are you trying to do – and what’s going wrong?

I would like help printing.

As always, feel free to contact IT (see previous FAQ) with your questions or to start a service request.  But read on if you’d like to get a head-start on the trouble-shooting.

Is your printer experiencing paper jams?

If it’s humid out, that can increase jams.  If your pages are bent, creased, or dinged on the corners, that can increase jams, too.  Paper quality is the hidden enemy responsible for a fair number of jams, particularly in laser printers.

Beyond that, make sure to know the location of the jam and note how consistently paper is jamming in the same place:

  • If the paper never leaves the tray, make sure the plastic guides that surround the paper in the tray are snug against the pages.  If that’s not the problem, you probably need to replace the pickup rollers. 
  • f the pages get stuck right before or at the toner cartridge, you almost certainly need to replace the toner.  You can try to replace it with a used one first.  Don’t dispose of the current one until you’re sure it’s the problem.
  • If the pages get stuck near the end, your printer may need more advanced services on the fuser or duplexing unit.  Don’t worry – these parts are very replaceable, and we have plenty of printer experts to call in and make sure the service is done right.

 Are pages from your printer marked by defects?

First things first: try a different toner cartridge or different ink.  There are other things that can cause print defects, certainly, but it’s most common for the problems to lie here.  In the case of inkjet printers, the ink cartridges or packs can get messy or develop partial blockage that can effect print quality and result in a variety of defects.  In HP laser printer, the toner cartridge contains not only the toner but also parts of the imaging hardware; as such, it represents a single channel to multiple possible failure points.  If you contact IT for help on a print effect, the first thing we will ask you is if you have tried this step.  If you have not, we will ask you to before we do any further trouble-shooting.  It’s that commonly the right solution!

If that doesn’t work, be ready to describe the defect in detail when you contact IT:

  • Is it ghosting, speckles, splatter, streaks, or lines?
  • Is it consistent?
  • Does it repeat at regular intervals?

The description of the defect will lead directly to a diagnosis of its cause and the more detailed you can be, the more quickly we can start on our way to a solution for you.

I would like help getting on the network or reaching the internet.

If you’re trying to connect a university-owned computer, printer, or other device, please contact Information Technology for assistance.

If you want to connect a personal computer, the first step is to connect the device Taylor’s network.

If you want to connect to an Ethernet port in a residence hall room, you will need to contact IT and request that the port be activated.  The best way to do this is usually  via https://4040Connect.taylor.edu.  We will need your room number and the label number net to the port you want to activate, as well as a description of what device you hope to connect.

If you’re connecting to wireless, Taylor’s WiFi network is called T.U.C.A.N. and you will find the best connections around classrooms and in all residence halls, though it is also available in many public spaces, such as Zondervan Library, the Boren Campus Center, and the Lembright Atrium in the Euler Science Complex.

Once you’re on the network, launch any web browser and go to any website.  Most of the time, you will be redirected to our network registration system.  If not, go to https://packetfence.campus.tayloru.edu and follow the on-screen instruction.  Network access will be granted once you have registered the device to your Taylor username and accepted the University policies associated with computer usage.

If you are trying to connect a personally-owned device other than a computer, see if it has a web browser.  If it does, you can usually use the same process as above.  If not, you will need to browse to https://packetfence.campus.tayloru.edu/status on any computer that’s already on the network and sign in.  Once you’re logged in, click on the Device Registration button and follow the instructions.

As part of the process, you will be asked to supply the MAC address of the device you’re registering.  That’s a unique identifier for the particular network card on the device.  It’s sometimes called a Hardware Address, Ethernet Address, or Physical Address.  It will be a string of eight characters (0 – 9 and A – F).  If you cannot locate it, contact Information Technology for assistance.

I would like help accessing my Taylor e-mail.

Taylor University uses Microsoft Exchange for e-mail.  You can check it on your computer using Microsoft Outlook or by logging into myTAYLOR and clicking on the e-mail tile.

If you’re using Outlook on your computer, set up a new Exchange mail account with mail.taylor.edu as the server.  It may default to using your e-mail address as the username.  Make sure that, instead, you use CAMPUS\[your_username].  The password is your usual Taylor login password.

If you go through myTAYLOR to get your e-mail, it will open in whatever web browser you are using.  Everything you do will be on the web / e-mail server.  Nothing will be stored locally unless you download file attachments, which will be saved the same way as any other files are saved from other websites.

You can also check your Taylor e-mail from any smart phone.  The default e-mail client on any both Androids and iPhones supports Exchange, as do other mail programs such as Microsoft’s mobile Outlook app, or the Android apps Touchdown and 9Folders.

When you’re setting up your Taylor e-mail, choose Exchange or Corporate E-mail. The server will be mail.taylor.edu.  If domain is a separate field, try either campus or campus.tayloru.edu.  If there is no separate field for domain, use CAMPUS\[your_username] as your username and your usual Taylor login password.

If, for some reason, you are unable to use Exchange e-mail, you can use the secure e-mail protocols SMTPS (for sending messages) and IMAPS (for receiving messages).

IMAPS Configuration:

Server: mail.taylor.edu
Port: 993
Username: campus\username
Security: SSL/TLS
Authentication method: Normal password

SMTPS Configuration:

Server: smtp.taylor.edu
Port: 587
Username: campus\username
Security: STARTTLS
Authentication method: Normal password

I would like help with the technology in one of the classrooms.

If you are experiencing an emergency situation and are unable to teach your class right now, please call our hotline at x84444 for immediate support.

If you have questions, concerns, or would simply like to learn more about the technology in your classroom, please contact Information Technology and we will either help you right then or set up an appointment for an expert to meet you in your room and give you whatever assistance you need.

 

I would like help with major university systems.

There are a few things you can look at as basic, initial trouble-shooting steps. Most enterprise systems are access via the web these days. Web browsers are pretty reliable, but they can also be vulnerable to clutter or odd little glitches. If you run into a problem with a web-based application, close your web browser, empty your cached files, and then try again. If that doesn’t resolve whatever is wrong, try a different browser. Information Technology will gladly assist you with these steps, if you would like.

If you’re trying to access Banner in particular, please make sure that you’re either on a university-owned computer, connected to Ethernet in a faculty / staff office. If that’s not possible, launch and sign into Taylor’s VPN to establish a secure network connection. Because Banner is so vital to the university, as is the data you access through it, it is only accessible over a well-secured network connection.

Beyond those steps, if you would like some additional resources that might answer your questions, you can log into https://4040Connect.tayloru.edu and click on the FAQs tab.

You can also contact the IT department [Link to Contact Answer] if you would like some help or go to https://4040Connect.taylor.edu and click on the Tickets tab to submit a service request.

I would like help getting tech support for a University event.

Events can all be scheduled by logging into myTAYLOR and clicking on the tile to Request Event Services.  This will take you to the Event Services site so that you can coordinate between all the different departments involved in putting together a successful event.  As you work through the process, you will end up in 25Live, our web-based calendar system which now lets you schedule not only spaces but also the support and resources you need.

I’d like to learn more about the IT department itself.

Information Technology

The IT department at Taylor University has been chartered to provide and support reliable and secure information technology resources, helping to advance the goals and objectives of Taylor University’s academics, student and employee services, community building, advancement, and financial management efforts. We have also bene asked to help steward the university’s hardware, software, and infrastructure resources.

We are each grounded by core values that help inform our desire to serve the Taylor community and to help make find ways for technology to make the work and studies of that community more effective.

  1. We believe that our conduct, attitude, and relationships should be Christ-centered.
  2. We believe that we should be engaged with and not isolated from the Taylor community and the world at large.
  3. We endorse and support the university’s mission to develop new generations of disciples, stewards, and servant-leaders.
  4. We are committed to a holistic approach, looking at technology in all its aspects, its implications, and its context for use.
  5. We are committed to a person-oriented approach that does not prioritize hardware and software over the people who use it.
  6. We are committed to a service-driven approach, which means both responding to and anticipating client needs, working to keep information resources efficient and secure, and pursuing innovation and the development of new technological strategies.

Our organizational structure reflects an internal answer to implementing those values and pursuing our vision. Some of our staff are focused on providing support services to students, faculty, staff, and guests. Others dedicate their efforts to the technological infrastructure of the University or to the software and data systems on which our institution depends. Whatever team we’re on, though, at the end of the day, we are all here to help you with the technology you need to work, teach, and learn at Taylor University.