Helpdesk Hours: Monday - Friday 7AM-4:30PM
Phone: 315-433-8345 or 1-800-866-9563
(If 315-433-8345 is out of service, please call 315-437-0743, or the Receptionist at 315-437-0927)
Fax: 315-433-8368
EMAIL: helpdesk@cnyric.org
Digital Printing Helpdesk: 315-431-8460
The CNYRIC Helpdesk is the main point of contact for school district personnel and BOCES staff for reporting technology problems. Problems may include, but are not limited to, connectivity, networking, internet, hardware, software, applications and telephones. See below for a list of common questions and answers.
The Team
Steve Nagen, Helpdesk Supervisor
433-8346
snagen@cnyric.org
John Bell, LAN Tech
433-8345
jbell@cnyric.org
Michael Austin, LAN Tech
433-8345
maustin@cnyric.org
Dave McCarthy, LAN Tech
433-8345
dmccarth@cnyric.org
Digital Printing Helpdesk
431-8460
xserv@cnyric.org
Q: When should I call the OCM BOCES Customer Support Helpdesk?
A: Please call the Customer Support Helpdesk to report issues such as online problems, hardware or software problems, printing problems, application problems and internet problems. If the problem cannot be solved by the helpdesk personnel, your call will be transferred to the appropriate contact.
Q: My password has expired and I do not know the procedure to change it?
A: For SIS on the CNYRIC Screen, put in your ID on the ID line. Put in your 'old' password (the one you were using) on the password line. Tab down to new password, and put in a new password that you would like to use. The new password must be between 5 and 8 characters, and must include atleast 1 numerical character. Next, you must enter the same new password on the verify line. After this has been completed, push enter. If you have properly entered a new password, you will get a message that your new password has been accepted. This is the password you will now use when you logon. Your new password will again expire in 90 days.
Q: I cannot remember my password, will the helpdesk please reset it?
A: Due to security procedures, helpdesk personnel cannot reset passwords for customers. The proper procedure is to contact the district contact person (usually the Technology Coordinator or Business Manager). The helpdesk personnel can advise you who to contact in your district. Upon proper authorization from the district contact person, a temporary password will be assigned forcing the customer to change their password.
Q: What is an LU Number that the helpdesk personnel ask for?
A: The LU Number (logical unit number) is located on the CNYRIC screen on the left hand side just above the logon space. It is labeled, current LU. A logical unit number is an unique number that is assigned when the mainframe connection is established. This is the number in which helpdesk personnel can control your CNYRIC session.
Q: I am trying to sign on to the CNYRIC Screen and I get a message that this device has been disabled. What do I do?
A: Place a call to the customer support helpdesk. We will ask you for the LU number and reset your CNYRIC session. You will then be able to logon.
Q: How do I determine my printer LU number?
A: The printer LU number can be found by clicking on the ISRV icon located on your taskbar. When the ISRV box opens up, you will see a number on the top of the box in the blue portion. This number is needed to determine your printer LU number. The helpdesk can then determine your printer LU number by the information that you supplied.
Q: I often get the message in SIS that my user id is already in use. What can I do to prevent this from occuring?
A: This message appears after a certain time period of inactivity on SIS for Security reasons. If you know that you will be away from your machine, you should log off from SIS. If this Message does appear, please call the Helpdesk to be reset.
Q: When should I call the Digital Printing Helpdesk?
A: Please call the Digital Printing Helpdesk for all copier service requests, and for all copier supplies.
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