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ITS Preparedness

Message from the University regarding the Coronavirus (COVID-19)
Content updated frequently. Check back often.


Overview

In early March 2020, Information Technology Services (ITS) senior leadership conducted a survey with ITS teams about preparedness for working from home in case of a major issue or event. In addition, we have received a number of questions from the community about working from home preparedness and work continuity. We are addressing feedback and questions.

For efficiency, we have gathered frequently asked questions (FAQs), best practices, links and resources all in one place.

Please check this web page often as FAQs will be updated frequently. Also, we would like to hear from you. Reach out to its.prep@utoronto.ca with any other questions you may have.

Above all else, the health and safety of our staff, students and faculty remain a top priority. Review the University’s updates for the latest information (message and FAQ) on COVID-19.


 


Good practices and checklist for working from home

Our objective is to ensure that employees are able to work remotely without difficulty should the need arise. This information was informed by responses to the ITS preparedness survey. Use this as a guideline to help you prepare and organize for practical and technical considerations.


In The Loop newsletter

ITS update, summarizing IT and University of Toronto-related (U of T) news, resources and announcements, as they relate to COVID-19.


Frequently asked questions

Sections:

1. Working from home (set up)

1.1 Should I bring my laptop and other devices home every evening?

Yes, it is a best practice and recommended that University of Toronto (U of T) staff and faculty bring home laptops and other devices in the evening, if they have the capacity to do so.

1.2 As a Digital Workplace client, how do I work remotely (with managed desktop)?

For Digital Workplace clients, please refer to the Enterprise Application and Solutions Integration (EASI) remote work guide. This web page will answer all questions related to devices as well as accessing work-related administrative systems, software and files.

You can also access the Working Remotely with Managed Desktop one-pager for a condensed, shareable guide to your remote work options. Download it here.

1.3 As a non-Digital Workplace client, how do I work remotely?

As non-Digital Workplace clients, please refer to the EASI remote guide for non-managed desktop users. This web page will answer all questions related to devices as well as accessing work-related administrative systems, software and files.

1.4 I am a Repository of Student Information (ROSI)/Administrative Management System (AMS) client, how do I access these applications remotely?

Please refer to the EASI remote guide for non-managed desktop users.

1.5 What is the main contact for ITS?

If you have access to the Enterprise Service Centre (ESC), please fill out a ticket by visiting: https://uthrprod.service-now.com/help.

1.6 I work in a division/department outside of ITS and/or do not have access to ESC, who should I contact for specific questions that relate to my area?

Please contact your local IT help desk.

1.7 What if my internet plan can’t cope with my increased data/Wi-Fi usage?

Many internet service providers (ISP) are suspending usage limits on their home internet plans to accommodate the surge of customers who are working remotely. ISPs including Bell, Rogers and TekSavvy have confirmed they are waiving internet overage charges for customers on limited home internet plans for respective time periods. Check your ISP’s website for their COVID-19 accommodations and to confirm how long their overage suspension is in effect.

2. Working remotely (VPN & security issues)

2.1 What are ITS' main Virtual Private Network (VPN) services and how do I set them up?

There are three major VPN services run by Information Technology Services (ITS): UTORvpn, AdminsysVPN and LegacyVPN.

UTORvpn* provides secure access via an encrypted tunnel to University resources from off-campus. Dynamic internet protocol (IP) addresses are automatically assigned. To connect, you must install the Cisco AnyConnect software onto your computer. Once installed, connect via: general.vpn.utoronto.ca and sign into the “UTORvpn” group with your UTORid. eToken is not required. Click here for more information.

AdminsysVPN** provides secure access to the U of T Adminsys environment (e.g., Repository of Student Information (ROSI) or Administrative Management System (AMS)). Dynamic internet protocol (IP) addresses are automatically assigned. eToken and Cisco AnyConnect software are both required. Once installed, insert your eToken and connect via: port.eis.utoronto.ca and sign into the “Admin Systems VPN” group with your UTORid. Click here for more information.

LegacyVPN*** is a remote access VPN service that provides both static and dynamic internet protocol (IP) addresses. To connect, you must install the OpenVPN software onto your computer. Further instructions are provided here.
(Note: Eventually, LegacyVPN will be replaced. However, the replacement process has been postponed to ensure all users requiring VPN during this time are able to continue to do so. The switch will be made at a time when it will not impact critical connectivity. Users are encouraged to move to the UTORvpn service if possible).

UnitVPN (or departmental VPN) is provided by divisions or units for secure access to the Adminsys environment and departmental file servers via dynamic internet protocol (IP). The required URL is different for each unit — please contact the IT Help Desk to inquire. Both eToken and Cisco AnyConnect software are required.

*Also referred to and known as general purpose VPN or UTORvpn – AnyConnect.
**Also referred to and known as AdminVPN.
***Also referred to and known as UTORvpn – OpenVPN.

For more information, visit https://isea.utoronto.ca/services/vpn/.

2.2 Should I connect to VPN services when using audio or video conferencing tools/software?

No. It is recommended that clients do not connect to VPN services when using audio and video conferencing tools, including Voice over Internet Protocol (VoIP). Connecting to the VPN could result in poor audio and video quality.

2.3 Do other units/departments have VPNs?

Some other local University units run VPN services for their own communities. Contact your IT Help Desk for more information.

2.4 How do I work securely from home, hotels and coffee shops?

The general purpose VPN & UTORvpn are general remote access VPN services that protects connections from suspect networks when traveling and allows users to appear as connected to the campus wireless network. Both these services are available to staff, faculty and select groups of students. For more information, visit https://isea.utoronto.ca/services/vpn/utorvpn/.

2.5 What is an eToken?

The eToken is the University’s multi-factor authentication product, which is used to connect to high-value applications like the Administrative Management System (AMS). eToken purchasing is processed at the department level by designated eToken administrators. For more information, visit https://isea.utoronto.ca/services/etoken/.

2.6 How do I access HR Information System (HRIS), Student Information System (SIS) and other sensitive enterprise applications?

AdminsysVPN allows the owners of administrative and academic systems as well as department administrators to enforce strong authentication and secure connections. Access to AdminsysVPN is limited to those authorized to access systems it protects. An eToken is required for this access.

2.7 What is UTORvpn?

UTORvpn is a general-purpose remote access VPN service. It connects your computer to the University’s network and protects the traffic across suspect intermediate networks. UTORvpn is typically used for convenient access to library e-resources and services, which may be restricted to on-campus networks. It should not be used for privileged access or other security-sensitive work; please see AdminsysVPN for those needs.

UTORvpn is available to all University faculty and staff who have a valid UTORid. Additionally, active graduate students and students may use this VPN.

UTORvpn cannot be combined with other network security measures, such as anonymous VPNs or anonymous browser (TOR). When connected, all network traffic from your computer will pass through the VPN. You will sign into this VPN service using your UTORid and password. For more information, visit https://isea.utoronto.ca/services/vpn/utorvpn/.

2.8 Are there any restrictions for using UTORvpn?

If an individual is using more than 5GBs of data within a span of a day, they will receive a warning email from vpn@utoronto.ca. Once your session is complete, please disconnect from the VPN. Unintended usage may negatively affect performance of the VPN for others.

Please be respectful of your community members who legitimately utilize this service for academic research and other professional activities. Please try to avoid using any streaming platforms while using the VPN (e.g., YouTube, Netflix, Spotify, etc.) as these streaming services can easily deteriorate the VPN experience for everybody utilizing this service.

2.9 What is an administrative system VPN (AdminsysVPN)?

AdminsysVPN is a service to provide a secure network connection to access University administrative systems (ROSI, AMS, etc.). You will require an eToken to sign into administrative system VPN. AdminsysVPN is available to authorized administrative staff or faculty only.

If you use administrative system VPN at work, install the eToken client on your remote device. Download/install Cisco VPN software with setup instructions from: https://isea.utoronto.ca/services/vpn/adminvpn/.

2.10 Are there any restrictions for using AdminsysVPN?

If an individual is using more than 5GBs of data within a span of a day, they will receive a warning email from vpn@utoronto.ca. Once your session is complete, please disconnect from the VPN. Unintended usage may negatively affect performance of the VPN for others.

2.11 Why doesn’t file-sharing work when I’m connected to AdminsysVPN?

File sharing has been opened on the general purpose VPN, which corresponds to the University’s internet protocols (IPs) ranges. However, this is not supported on AdminsysVPN*. In order to access file shares on the University network, you must log out of AdminsysVPN and login to the general purpose VPN: general.vpn.utoronto.ca.

AdminsysVPN is configured to enable “split tunnel,” which means that when you are connecting to the Adminsys environment (e.g., accessing Repository of Student Information (ROSI) or Administrative Management System (AMS)), you are connecting through the VPN “tunnel” established between your computer and the U of T Adminsys environment. When you are connecting to anything else on the internet, traffic is routed to the connection provided by your internet service provider (ISP) and your traffic will appear from the IP address assigned by your ISP.

*Also referred to and known as AdminVPN.

2.12 How do I grant users connected to the AdminsysVPN (port.eis.utoronto.ca) access to departmental file sharing?

Please email us at vpn@utoronto.ca, stating your department file share server network information.

2.13 What is the current general purpose VPN usage? How is the infrastructure handling it?

The University has five VPN servers currently running with the ability to increase to eight, if needed. Each server can handle up to 10,000 concurrent connections. Each single server has eight central processing units (CPU) and 16G memory to support 10G throughput. For the past week (Mar. 16 – Mar. 23), the average daily maximum concurrent connections have been around 700 collectively for all five servers. View the usage statistics here.

3. Alibaba Cloud Enterprise Network (CEN) service

3.1 Who can access the Alibaba Cloud Enterprise Network (CEN) service?

Access is granted to all U of T staff, faculty and students in mainland China with a UTORid. Use this service only to access U of T resources from within mainland China.

3.2 What country can access the Alibaba Cloud Enterprise Network (CEN) service?

U of T students located anywhere within mainland China can access the service.

3.3 What are the benefits of the Alibaba Cloud Enterprise Network (CEN) service?

The Alibaba Cloud Enterprise Network (CEN) system enhances the student experience by providing a lower latency connection to U of T services for those connecting from mainland China. This optional service allows for a fast, reliable and consistent connection to U of T‘s network and in turn its online learning resources such as Quercus, Collaborate Ultra and more.

3.4 Can U of T faculty access this service?

Yes, U of T faculty located in mainland China can access the Alibaba Cloud Enterprise Network (CEN) service with a valid UTORid.

3.5 Do I need a UTORid to access this network service?

Yes. A valid UTORid is required for all U of T faculty and students to log into the service.

3.6 What websites should not be accessed through this service?

Alibaba Cloud Enterprise Network (CEN) users are not permitted to connect to websites such as YouTube or Yahoo. Check the FAQs often as information on available and unavailable applications will be updated.

3.7 What websites and domains are available to be accessed through this service?

The Alibaba Cloud Enterprise Network (CEN) may only be used to access U of T online educational resources (see list below). If you encounter a U of T service that you are unable to access via the Alibaba Cloud Enterprise Network (CEN), please email the Information Commons help desk and provide them with the specific web URL that you are attempting to reach.

  • Collaborate Ultra
  • Crowdmark
  • Explorance/Blue
  • Examity
  • iClicker
  • Labster
  • LibApps
  • MacMillan Learning
  • Pearson
  • PeerScholar
  • ProctorU
  • Piazza
  • Quercus
  • Redirect Tool
  • SCORM
  • TopHat
  • Turnitin
  • UofT.me
  • Wiley

For more information, visit the Information Commons website.

3.8 I’m a professor. Where can I upload my videos if not YouTube?

Professors are encouraged to record and store media content in MyMediaU of T‘s storage and streaming solution. Staff and faculty can login to MyMedia here with a valid UTORid. Alternatively, you can upload and share video content through Microsoft Stream.

3.9 When did this service become available?

The service became available as of July 9, 2020.

3.10 What online educational resources can I access through this service?

The system grants access to U of T‘s online learning resources such as Quercus, Collaborate Ultra and more. See section 3.6 for more information.

3.11 How to I download and access Alibaba Cloud Enterprise Network (CEN)?

For technical support with the Alibaba Cloud Enterprise Network (CEN) service, please visit the Information Commons website.

3.12 Where should I go for technical support?

For technical support with the Alibaba Cloud Enterprise Network (CEN) service, please visit the Information Commons website.

4. Remote video/voice conferencing

4.1 Is there a video conferencing option on Teams?

Yes, it’s called Microsoft Teams Video. It’s free, on-demand, video-conferencing software that staff and faculty can use to host and run virtual meetings, presentations and even virtual office hours.

4.2 How do I use/create a MS Teams Video?

You need a faculty or staff UTORid to create a video meeting. However, please note: you do not have to be a member of a Team to create a video and participants do not have to have a UTORid – you can invite people from anywhere. Step-by-step instructions on how to use the Microsoft Teams Video feature is available on the ITS website here.

4.3 What is the capacity for MS Teams Video meetings?

The capacity per meeting is 250.

4.4 I have a specific question related to MS Teams Video, who do I contact?

If you have questions related to MS Teams Video, please email: need.team@utoronto.ca.

4.5 Can you set up a voice conference at home on the VoIP phone?

Yes. Technically, your office phone should work if you bring it back home and connect to your home internet router/modem. However, you must have both your Polycom phone and an AC adapter to power the phone.

Once your work phone is set up at home, the next step is to call your bridge number and enter the conference ID and instruct all your participants to do the same. If you do not have a phone and an AC adapter, you can install and use Communicator 7 software on a computer or a mobile phone and click on “My Room,” then ask your participants to call in. Please note: you need to be on a Premium plan to use this feature. If you don’t know your conference bridge number and/or ID, it can be found within Communicator 7’s “My Room” feature. If you can’t find this information, request it by emailing: voipsupport@utoronto.ca.

4.6 How do I use the group conference call feature through VoIP softphone client Communicator 7?

View these video instructions on how to use group conference call with your VoIP softphone client Communicator 7.

  1. Visit: http://www.myphonetraining.com/video-tutorials/.
  2. Click on “Launch tutorial for Communicator 7 – Windows”.
  3. Click “show me”.
  4. Click “connect to my room via voice call”.
4.7 Can I use a phone to dial into a MS Teams audio call?

Yes. Dial-in audio conferencing is available for all University of Toronto staff, librarians and faculty who are not able to connect to a Teams meeting through the app on their laptop or mobile device. Anyone who has the dial-in number and conference ID can join a Teams meeting, unless the meeting organizer has locked the meeting. Users do NOT need to be a member of a Team – meetings can be scheduled completely independently.

For more information on Microsoft Teams audio conferencing, visit https://easi.its.utoronto.ca/shared-services/office365/teams/microsoft-teams-audio-conferencing/.

4.8 What is best practice etiquette for video conferencing?
To maintain professionalism, it is advised that you wear professional clothing and join the call from a work-appropriate, quiet location. To avoid feedback or background noise, it is recommended that you mute your microphone when listening. Also, avoid checking emails, perusing the internet and other distractions during the call. Lastly, ensure you activate/turn on your video camera.

5. Phone

5.1 How do I make and receive calls using my U of T phone number?

The Communicator 7 soft client is available for VoIP users to install on their home computer or smartphone so that they can make and receive calls using their U of T phone number. This is the recommended method for making and receiving calls using the UofT VoIP service. Client software can be downloaded from the Telecommunications website (link below).

However, some users may prefer or require the multi-line capability or other features that can be delivered only with the Polycom hard phones that they have on their desks at the office. To use your U of T Polycom VVX-411 VoIP phone at home, you need either a Polycom Universal Power Supply power adapter (Polycom part #2200-48560-001) or any Power-over-Ethernet (PoE) enabled switch.

Click here for more information about VoIP at U of T.

5.2 Can I request that my voicemail-to-email be enabled?
5.3 How do I access my voicemail remotely?
  1. Call your U of T number from any home or cell phone.
  2. When you hear your greeting, press * to access the voicemail portal. Press * again (because you are not calling from your office phone).
  3. The system will prompt you to enter your phone number and your password.
  4. Press “1” when prompted to access your voicemail portal.
5.4 Can I bring my office phone home?

Yes. Technically, your office phone should work if you bring it home and connect it to your home internet router or modem. However, you will need an AC adapter in order to power the phone and most clients do not have an adapter because most likely the phone in the office is getting power from the network switch.

An easier way to bring your office phone back home is to install the VoIP softphone client Communicator 7. It is available for both Windows and Mac as well as on mobile devices. Download the software here: www.myphonetraining.com/downloads

Please note: if you are installing Communicator 7 on your personal computer, it must be equipped with a microphone and speakers. If your PC does not have a microphone, you can connect an external USB headset with a microphone instead. Laptop and mobile devices already have a built-in microphone and speakers.

To use Communicator 7, you will need your phone credential. The username is your 10-digit phone number (no dashes, no spaces) and the password should have been provided to you by your department. If you do not know your Communicator 7 password, please email voipsupport@utoronto.ca.

5.5 Where can I find more VoIP training resources?

Access all VoIP training materials here: http://www.myphonetraining.com.

5.6 Can you set up a voice conference at home on a VoIP phone?
5.7 Should I connect to VPN services when using VoIP?

6. Events

6.1 Are University of Toronto events and conferences being cancelled due to COVID-19?

As of March 12, 2020, the U of T Vice-President & Provost Office has recommended cancellation or postponement of all discretionary events that are not required as part of courses and academic requirements.

6.2 Specifically, is the ITS-hosted TechKnowFile 2020 conference being cancelled?

Yes, the TechKnowFile (TKF) 2020 conference, which was scheduled to take place April 29 to 30, 2020, has been cancelled. This decision was not taken lightly and falls under the advisement of the Provost Office and the COVID-19 committee comprised of senior leadership at the University of Toronto.

The health and safety of the community (staff, student and faculty), attendees and partners is the University’s number one priority. For more information on the changing landscape of COVID-19, please see the University’s announcement and FAQs. TKF will reconvene at a future date in 2021.

7. Remote desktop gateway/remote desktop protocol

7.1 How does the Digital Workplace (DW) Remote Desktop Gateway (RDG) work?

We configure our workstations to only accept incoming Remote Desktop Protocol (RDP) connections from the RDG Server – all other attempts to connect are blocked at the network firewall (Cisco ASA) and at the workstation firewall level (Microsoft Windows Firewall).

UTORcsi runs an RDG gateway with access by local UTORcsi account and password. This would be a key service for the users in UTORcsi. There are nuances to using this depending on whether the remote device is managed by UTORcsi or not (i.e., one might be able to login with UTORid/pw or you might need to use the UTORcsi VPN).

7.2 Can you use RDP only?

It is not possible to use RDP only (i.e., without an RDG) from an external device to an internal device due to perimeter firewall rules. However, this can be done using a VPN (i.e., RDP over VPN).

7.3 What is Enterprise Active Directory RDG Service and will we be using it?

Enterprise Active Directory operates an RDG service. The service is currently scaled to 500 concurrent users maximum and eToken is required for authentication, which means it is not used for large groups of people working remotely.

8. Internet connectivity

8.1 Where can I find internet service provider (ISP) troubleshooting resources?

If you are having trouble connecting to a specific website or having overall internet connection issues, these resources can help identify the problem:

Rogers outage report: https://istheservicedowncanada.com/status/rogers

Bell outage report: https://istheservicedowncanada.com/status/bell-canada

Website/service outage reports: https://downdetector.ca or https://downforeveryoneorjustme.com

Internet speed performance test: https://www.speedtest.net.

8.2 What should I do if I’m experiencing difficulty with my internet connection?

If you are having internet connectivity issues that aren’t being reported by your service provider, check if:

  • your computer is disconnected from the network (check your network settings);
  • your modem and/or router needs resetting or is disconnected;
  • your network cable is disconnected (if your computer is wired);
  • your software is misconfigured for access to the internet.

For more information, visit https://www.russharvey.bc.ca/resources/internet.html.

9. Students

9.1 If a student(s) doesn’t have access to the internet at home, what should they do?

Students should submit inquiries regarding internet access via https://www.utoronto.ca/covid19-contact.

9.2 What are the recommended technology requirements for online learning?

The University of Toronto has identified the minimum technical requirements needed for students to access remote/online learning. This web page outlines required operating systems, web browsers, storage, internet speed and much more. See the full list here.

10. Remote cyber security

10.1 What are information security best practices and recommendations for staying safe online while working remotely?
10.2 Are there government-approved tips for remote cyber security?

The Canadian Centre for Cyber Security, Canada’s authority on cyber security, provides advice and guidance for employees who are working remotely. Read through these cyber security tips for remote work to ensure you are practicing safe cyber security.

The Canadian Internet Registration Authority (CIRA), an organization committed to developing and implementing policies that support Canada’s internet community, has released a free cyber security course focusing on best practices for working from home.

10.3 How can I protect my device from malware while working remotely?

To protect yourself from the dangerous effects of malicious software:

  1. Install Microsoft System Center Endpoint Protection (anti-virus for Windows); it is available for no charge on University owned or leased equipment.
  2. Enable automatic updates on your computer.
  3. Only download and use products and software that are approved by your department.
  4. See this tip sheet on how to protect yourself from phishing attacks.
  5. Promptly report incidents to your IT personnel.

For more information on how to protect your devices against malware while working remotely, visit https://securitymatters.utoronto.ca/protections-against-malware/.

10.4 What do I do if I experience a social engineering attempt while working remotely?

If you suspect a social engineering attack, do not click on any links or open any documents, do not respond or provide any personal information and contact your local IT department to report the attack.

If you received a suspicious email (phish attempt):

Click here for information on how to spot social engineering attacks.
Click here for more information on how to handle social engineering attacks.

10.5 How can research and development organizations avoid and combat COVID-19-related cyber threats?

The Canadian Centre for Cyber Security, Canada’s authority on cyber security, has curated a selection of advice and guidance resources to help the businesses and institutions that are being targeted by cyber threat actors. Download the guidelines now.

11. Microsoft Teams (meetings, messages, privacy)

11.1 How can I set my device up for a successful Teams meeting?

To ensure a quality audio and video connection, make sure you are connected to high-speed internet and try to remain in close proximity to your WiFi modem. However, connecting directly through an Ethernet cable is recommended when possible. Additionally, disconnecting from an open remote desktop or virtual private network (VPN) will provide the best connection quality.

It is also recommended that you join meetings from the Teams app — the version installed on your laptop, mobile device or desktop — as it has the greatest functionality.

Click here for more best practices for using Teams at home.
Click here for a step-by-step introduction to Teams meetings.

11.2 What should I do if I can’t hear / be heard in my Teams meeting?

If you can’t hear sound or you can’t be heard by others, check your computer’s sound settings.

On a Mac:

  • Navigate to System Preferences -> Sound
  • Use the Output tab to set volume
  • Use the Input tab to set microphone gain

On a Windows PC:

  • Navigate to Control Panel -> Sound
  • Adjust Input (microphone) and output (speakers) as needed
11.3 What do I do if I’m experiencing choppy sound or video signal delays?

If you encounter sound choppiness or video signal delays during a Teams meeting, you may not have enough bandwidth available from your home connection. Try these troubleshooting tips:

  • Turn off the video feed from your camera (click on the camera icon on Teams until it is crossed out).
  • Check to see that you are not running a virtual private network (VPN) or a remote desktop connection. You do not need these to participate in a Teams meeting and they may slow down your connection.
11.4 What Security provisions are in place for Microsoft Teams?

Microsoft Teams is protected by the same security standards as Office 365. Details of security and compliance to standards are provided in Microsoft’s trust centre and have been reviewed by the University. Teams customer data stays within the tenant. Teams enforces team-wide and organization-wide authentication through Active Directory and encryption of data in transit and at rest. Files are stored in SharePoint and are backed by SharePoint encryption.

Learn more: https://easi.its.utoronto.ca/wp-content/uploads/2020/04/Privacy-MS-Teams-FAQ.pdf.

11.5 Can I edit or delete a message or file I sent in Teams?

Yes, you can edit any message or file you sent to a Teams chat or channel.

To edit or delete a message, hover over your message and select the extended menu (three dots), then select Edit or Delete.

To delete a file you shared with a Team, first select the specific Team and channel with which you have shared the file. Then click the File tab in the top menu. Once you locate the file in that list, click the extended menu (three dots) and select Delete. To permanently delete files, go to the Team SharePoint, select Recycle bin in the left-hand menu, select the file and select Delete.

Learn more: https://easi.its.utoronto.ca/wp-content/uploads/2020/04/Managing-your-Teams-Experience-deleting.pdf.

12. Instructors

12.1 Are video recordings of my classes available to watch or download online?

Yes, they can be. There are several possible reasons why a lecture or class session might be recorded for teaching and learning purposes. Most frequently, lectures are recorded for use as a study aid.

Learn more about the considerations, guidelines and policies that apply to lecture recordings: https://teaching.utoronto.ca/ed-tech/audio-video/.

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Resources

Campus and system status

  • ITS System Status

    The ITS System Status Page provides an overview of current service status messages and scheduled maintenance for major University of Toronto systems and services.

  • Campus status

    Check this website for important messages and updates posted about the University’s status and closures. Find information about emergency contacts.

  • UTAlert

    Register to receive urgent telephone, email or text alerts.

  • Quercus/Canvas system status information

    Instructure (the company behind Quercus/Canvas) posts system updates in case of outages or planned maintenance on their system status page.

University links about COVID-19

Other campus continuity plans

Departmental resources

Teaching support

Cyber security resources

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Contact

General questions and more information

Please contact its.prep@utoronto.ca if you have any questions and more information. This mailbox will be regularly monitored.

For University of Toronto Mississauga IT support, visit: Information & Instructional Technology Services (I&ITS).

For University of Toronto Scarborough IT support, visit: Information & Instructional Technology Services (I&ITS).

Service requests

Enterprise Service Centre (ESC)

ESC is the main contact for ITS. If you have access to the ESC, please fill out a ticket by visiting: https://uthrprod.service-now.com/help.

Local IT help desk

If you work in a division/department outside of ITS and/or do not have access to ESC, please contact your local IT help desk.

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