ITS

Information Technology Services
Information Technology Services
Please visit this page frequently to view new information as it becomes available.

Preparing to Work Remotely

When planning to work remotely, you should:

Prepare Your Remote Location

Make sure you have tested the following at your remote location:

  • Laptop or desktop computer. If you do not have access to a computer at your remote location, contact your manager or departmental IT representative. Ensure the computer at your remote location meets the recommended technology requirements.
  • Microphone
  • Webcam
  • Internet connection
  • Installation of remote access connections (see below for instructions).

Prepare to Access Your Work Files

  • Identify the applications that you use at work.
  • Determine the recommended method for accessing these applications remotely.
  • Check with your departmental IT representative if your department has established access to specialized applications.
  • If you have saved any important working files on the C: drive of your workstation computer, you will need to move them to a cloud location such as Microsoft Teams, OneDrive, or Sharepoint.

Recommended Technology Requirements (Free for Queen's Staff and Faculty)

Operating System Windows 10, macOS 10.15
Internet Browser Chrome, Firefox, Safari, Microsoft Edge
Antivirus Windows Defender, ESET
Encryption BitLocker, FileVault
Network requirements WiFi connections should be private, password-protected and use WPA2-level security. It is best practice to avoid connections in coffee shops, hotels, libraries, and other public spaces. Check with your internet provider to determine if your connection is secure and to obtain assistance ensuring your connection is secure. Private wired connections are considered secure.

If you do not have a network connection at your remote location, please inform your manager. Note that the Queen's Managed Mobile Plan (QMMP) offers a mobile internet hub which is available for purchase by your department with the appropriate approvals.

If you encounter any issues, please contact the IT Support Centre using the Online Help Form or by telephone at (613)533-6666.

Connecting Remotely

In general, much of our daily operations run on applications that are accessible from the internet by visiting MyQueen'sU as usual. However, if you have special needs, see below as you may require local admin access on your computer device to install the required tools:

Note: if you are still on campus, please download and install the Campus VPN prior to relocating to your remote work location. In order to download, you will need to be enabled as the "Local Admin" on your device. The installer will prompt you for a local user name and password. If you do not know your local admin username and password, please contact your departmental IT rep or the IT Support Centre for direction.

Campus VPN (Fortinet FortiClient)

Fortinet's FortiClient is the solution that allows you to remotely access your Windows File Shares (I: drive or H: drive). Download the FortiClient from the Software Centre. Configure your connection using this tutorial.

For a complete list of applications that can be accessed only with the Campus VPN, please click the plus sign above.

  • EDRMS/Qdocs
  • GE Picture Perfect
  • Tableau
  • Windows File Share

PeopleSoft VPN (Queen's SSL)

The Queen's SSL VPN allows you to access PeopleSoft administrative applications from a remote location (but is not required to access SOLUS). Visit vpn.queensu.ca to use the SSL VPN.

For a complete list of applications that can only be accessed with Queen's SSL VPN, please click the plus sign above.

  • PeopleSoft HR Self-Service
  • PeopleSoft Finance
  • PeopleSoft Student Administration

Internet
To view a complete list of applications that can be accessed via your internet browser, please click the plus sign above.
  • Acquire
  • Ares E-Reserve
  • CareerQ
  • Concur
  • Faculty 180
  • FAST
  • iTrack
  • LinkedIn Learning
  • Main Web (queensu.ca website)
  • MyQueen'sU portal
  • Office 365 Suite - Email, Calendar, OneDrive, Sharepoint, Teams
  • onQ
  • SiteImprove
  • SOLUS
  • Streaming Service
  • Telephone/Voicemail
  • TimeOut
  • TRAQ
  • Voyager/QCAT
  • Wiki

If you do not see the applications that you require to complete your work on any of the above lists, please check with your departmental IT representative.

Receiving and connecting Queen's hardware remotely

Now that many members of the Queen’s community have transitioned to remote work, new processes have been put in place for receiving and connecting Queen’s hardware from remote locations. If you (or an employee in your department) requires a piece of hardware, please read below to determine how to receive and configure the device.

Receiving Dell-imaged computers at a remote location (off campus):

If an employee requires a new or replacement Dell computer equipped with the Queen’s image, the requestor will need to:

  • Obtain permission, in writing via email, from their Department Head or Manager, etc (need one-over-one approval) indicating that the computer should be shipped to their remote location address;
  • Email the receiving exception request to buying@queensu.ca where Strategic Procurement Services will review the request and respond in writing;
  • If the exception request is approved, attach the written authorization to the PCard monthly reconciled statement if the computer was purchased using a departmental PCard or to the purchase requisition in acQuire;
  • If the exception request is approved, update the ship-to location in acQuire.

For more details about exception requests for shipping to remote work locations, please contact Strategic Procurement Services.

Connecting Dell-imaged computers at a remote location (off campus)

When users receive their Dell-imaged computer, they will be prompted to run through an auto-configuration when they first power on the device. They must uncheck the option to "Join Computer to Active Directory" as shown in the "Setting Up Your System When It Arrives" tutorial. When the "Join Computer to Active Directory" box is selected on a Dell device with the Queen's Image, the device will attempt to complete a build process that requires a physical connection to the Queen's network. For more information about setting up a computer with Queen's standard configuration, please view this tutorial.

Users will be able to join the network (and Active Directory, if desired) AFTER the build is complete by contacting the IT Support Centre.

Synchronize your new NetID password to your AD joined computer

Whenever NetID credentials are used to log in to a computer, the computer authenticates against the Queen’s domain upon login. When a NetID password is changed, the computer login password will be out of sync with the new NetID password. To ensure users are not locked out of their computer due to a change or an expiry of their NetID password, they can review this tutorial.

“Local Admin” is Required

In order to download software and to make system changes, users must be enabled as the "Local Admin" on their device. The program installation wizard will request this local username and password. If a user does not know the local admin credentials for their device, please contact the IT Support Centre for direction.

Queen’s Managed Mobile Plan

The Queen’s Managed Mobile Plan continues to operate with the following exceptions, due to the closure of Macintosh-Corry Hall on Queen’s campus:

If you have cancelled or wish to cancel your plan membership, please mail or ship the device to our location noted below. Please email us at qmobile@queensu.ca to stop payment for the service and to let us know the device is on the way.

  • Queen's Managed Mobile Plan
  • Information Technology Services
  • 68 University Ave., Mackintosh-Corry Hall, Room B205
  • Queen's University, Kingston, Ontario, Canada K7L 3N9

We are NOT able to take delivery of any new devices (for new or renewing plan members); we continue to take orders for eligible plan members but will not be able to fulfill your request until Macintosh-Corry Hall re-opens. 

Loaner devices are available. If your existing Queen’s Managed Mobile Plan device ceases to function; contact qmobile@queensu.ca to arrange assistance.

Collaborating Remotely

Accessing Your Email

Microsoft Office 365 is the default email solution at Queen’s. Email and calendaring are available remotely.

Chatting Online with Teams

Microsoft Teams can be used to chat in real-time with staff, faculty, and students.

Managing Your Desk Phone from a Remote Location

Due to capacity constraints with our current telephone solution, please do not forward your campus extension or line to another device. Here are the recommended solutions:

  • If you have voicemail on your campus extension or line, record a message indicating your preferred alternative contact information if applicable (i.e. email, Teams chat or call, cell phone, etc.). Be sure to indicate the times that your voicemail will be checked so callers know approximately when they can expect a response.
  • Change the contact information in your email signature line to reflect your preferred alternative contact information.
  • How to: Log in to your voicemail
  • IT Services has a limited quantity of licenses available to:
    • Send an email or text message to indicate a new voicemail message. Log in to your voicemail to access the message.
    • Convert your voicemail to a .WAV (audio) file that is sent to your email inbox. 
      • If you would like to request this functionality, please contact the IT Support Centre via our Online Help Form and indicate "Voicemail Notification" in the subject line.

Call Centres

We are currently investigating solutions for remote call centres. Check back soon for more information.

Hosting and Attending Online Meetings with Microsoft Teams

Use Microsoft Teams to schedule online meetings, display presentations, and collaborate. When creating a new meeting in Outlook, selecting “New Teams Meeting” will add a Teams link to the meeting invite, allowing participants to connect remotely to the meeting. If you are attending a Teams meeting, simply click the link in the meeting invitation.

Hosting and Attending Online Meetings Meetings with Zoom

A Queen's Zoom account allows you to host meetings of up to 300 participants, complete with screen sharing, video recording and a host of other collaboration features, at no charge to the user. Participants do not require an account to join meetings. Zoom licenses are available to all faculty, students, and staff.

    For more information on Zoom at Queen's, please visit the Zoom service page.

    Protect Your Virtual Meetings

    As people turn to Microsoft Teams to stay connected and to deliver online classes, meetings, and live events, it is recommended that organizers exercise due diligence to mitigate hijacking incidents or unauthorized access.

    Teams Meetings

    Follow these best practices to protect your Teams meetings:

    • Be prepared – know the meeting options and settings prior to your virtual meeting
    • Keep meeting join information private - don’t share on social media
    • Control access – learn to manage the meeting lobby
    • Prevent users from taking control of the meeting
    • Limit screen sharing
    • Restrict chat to members of your Team

    Learn more about how to protect your Teams Meeting.

    Zoom Meetings

    You may have heard of Zoom bombing (the unwanted intrusion by an individual into a video conference call, causing disruption). To protect your Zoom Meetings, we recommend the following best practices:

    • Avoid sharing meeting links on social media or public outlets
    • Avoid using Personal Meetings ID (PMI) to host public events - Your PMI is a persistent meeting room and people can pop in and out all the time
    • Manage Screen Sharing - To prevent random people from taking over sharing, restrict sharing to the host
    • Manage Participants
      • Lock the meeting - By locking the meeting after the meeting has started, no new participants can join
      • Remove unwanted or disruptive participants
      • Disable video – Hosts can block unwanted, distracting, or inappropriate gestures on video
      • Mute participants – Hosts can block unwanted, distracting, or inappropriate noise from other participants
      • Introduce a Waiting Room – The Waiting Room is a virtual staging area that stops your guests from joining until you’re ready for them

    Learn more about security considerations for Zoom at Queen's.

    Making Voice and Video Calls with Microsoft Teams (for Internal-to-Queen's Calls Only)

    If you have a queensu.ca email address, Microsoft Teams is available (at no cost) to make and receive calls to Queen’s staff, faculty, and/or students. Download the Microsoft Teams appNote: the device of both the caller and receiver must have the Microsoft Teams app downloaded and configured in order to complete the call. 

    Tutorials are available to help you get started. 

    Storing and Sharing Documents

    Various tools are available at Queen’s (at no cost) for storing and sharing documents:

    • OneDrive for Business - securely store, share, and sync your files in the cloud with 5 TB of online storage.
    • Teams – securely store, share, sync, and collaborate on files in the cloud with up to 25 TB of online storage.
    • onQ (for Teaching and Learning) – upload course material directly to onQ for students to access.
    • Windows File Service – commonly referred to as an “I” or “H” drive, this service provides a secure file storage area in a central data centre where users can save their data. (Note: this requires Campus VPN).

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