Since we have sensitive information (such as passwords) that we use in our documentation, we’ll need to start making certain posts private. Any time you wish to view these tutorials or access this information, you will need to sign in using the “Admin Login” button in the main menu. Please edit this post with an updated list for any private post.
Current Private Pages:
Printers List
Imaging a Windows Computer
Imaging a Mac Computer
Installing Microsoft System Center Tools (Remote Viewer and SCCM Admin Console)
If ever you see a public post that has sensitive information, or are making a new post with sensitive information, please make it private by
Editing the post (or Add New)
On the righthand side where it says “Publish,” change the Visibilityto Private.
Update (or Publish).
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Once again, spam F12 on startup to get the BIOS screen. This time, select BIOS Setup.
Now a screen like below should pop up. Hit the plus sign next to “Maintenance” and then click Data Wipe. Now on the right side, check the box that says Wipe on Next Boot. You should get a popup like below where you have to click OK. Then click Apply, then Exit and the computer should automatically reboot and start wiping the data. Click “Continue” then “ERASE” when the computer prompts you. If done successfully, the screen should turn green and say “Data Wipe Completed Successfully”. This is a safe way to wipe for an SSD.
Don’t forget to double check that the device has been marked as surplussed in HelpDesk before putting it in the surplus pile.
Dell Data Wipe (Newer Version)
The Data Wipe feature is invoked from within BIOS Setup. At the Dell splash screen, press F2 to enter BIOS Setup.
2. Once in the BIOS Setup application, the user can select “Wipe on Next Boot” from the Security > Data Wipeoption or Advanced > Maintenance to invoke data wipe for all internal drives after the reboot. The BIOS asks for user confirmation twice before allowing the user to exit setup with the “Wipe on Next Boot” option selected to ensure that the user intends to erase all storage devices.
3. As an added safety measure, the BIOS adjusts the default selection for the final prompt to further enforce direct user acceptance of this operation.
4. Once the option is successfully selected and the prompts have been confirmed, the user exits BIOS Setup to force a reboot of the system and begin the data wipe process. After the reboot, the BIOS once again prompts for several confirmations before sending the data wipe instructions to the customer storage devices.
5. The user can select to cancel the drive wipe procedure at either of these prompts, and the data wipe trigger is reset. The process must be reinitiated from BIOS Setup to restart the erasing procedure, if wanted.
6. A successful erase procedure is reported by a green dialog and the “Data Wipe Completed Successfully” message. If there are any failures, they are presented instead of the success dialog: “Reboot the system and reinstall the OS”.
Nuking an Older Mac (pre-2022)
The easiest way to nuke a Mac is to shut down the device, then click the power button and hold down Command+R (the command key and the R key) if it is an older Mac (You then have to wait till it boots up but you should eventually see something like this):
Go to “Recovery Assistant” in the top left menu, click “Erase Mac” at the bottom. There will be 2 more options to click “Erase Mac”. Choose it each time.
Or it may look like this:
Go ahead and hit Enter. The next screen looks like this:
Double click Disk Utility to open the Disk Utility:
Select the storage device you want to nuke on the left-hand panel (you should wipe all of them one by one if you want a clean nuke) and then click “erase” in the top panel. The drop down box should appear as shown above. If the Mac has SSD storage, it will look exactly as above and all you need to do is click erase. If its an older Mac with a hard drive, you will see a Security Options drop down menu in between the Format box and the Erase button. You will need to choose 3 passes. The SSD way takes seconds, the hard drive way takes hours.
If you want to confirm that the Mac has been nuked properly, then restart the Mac and ensure that a question mark shows up on the screen.
Nuking a Newer Mac (post-2022)
The easiest way to nuke a Mac is to shut down the device, then click and hold the power button until the menu comes up that looks like this:
On the menu, choose “Options”. Then, choose the “humsupport” account. Then type in the humsupport password if needed. Next, a screen will pop up that looks like this:
You will want to select “Disk Utility” and then continue. Then, the screen will look like this:
Select “Macintosh HD”, and then you will hit “Erase” in the top right corner. The next screen will look like this:
Hit “Erase”, then “Erase Mac”. You will then need to hit “Erase Mac and Restart”.
Marking as Surplus
Don’t forget to double check that the device has been marked as surplussed in HumHelp and listed on the surplus spreadsheet before putting it in the surplus pile.
To mark as surplus in HumHelp, click on “Today” next to “Surplus Date”. Then, hit “Save” in the bottom left corner. This device should now be marked as surplussed!
If you try to start up a Mac that has been nuked, all that happens is a File Folder with a question mark will blink on the screen for about 5 minutes and then the machine turns off. In order to get the Mac back working, shut it down, and click the power button and hold down Command+Option+R. This will boot the Mac into internet recovery mode.
This time double click the Reinstall macOS option. It will take you through a self explanatory walk through of installing the latest (or the newest that can be installed on your mac) macOS. After you have reinstalled the OS, follow the Mac imaging process as usual (https://humcsr.byu.edu/2018/08/10/setting-up-a-new-mac-computer/).
Posted inGeneral, Imaging, Mac|Comments Off on How to Nuke a Computer
First you must have CrashPlan installed on the computer.
Sign into crashplan.com/login with your NetID@byu.edu, go to Administration -> Downloads. You should see a similar screen to:
And click the download button next to your operating system.
After you have the NEWEST version installed then you will want to search for it and open it. It will look like this when first opened.
Make sure you select Everybody and not just one user. It is defaulted this way so make sure it stays like this.
The Username and Password are the NetID@byu.edu and Password of the Professor.
The new Server address is clients.us2.crashplan.com
After this step, you will have a screen that will pop up. You will have two choices: Add New Device and Replace Existing Device. If this is a brand-new professor or the professor is getting another device, you will want to use Add New Device. Otherwise, you will be using Replace Existing Device.
A list of devices will pop up and from there choose the correct device to replace.
A page will show up asking you if you’d like to transfer files. In MOST cases, you will want to transfer files. Some cases you won’t want to transfer files. This is true if there was a sort of error and the files are still on the computer. These are special cases that are rare but will happen.
At this point you will select all the folders that will be on the computer. This will most likely be everything that is backed up but it doesn’t have to be. They suggest restoring the most important stuff first and then doing batches later but you can do all at once. Just watch for errors if any happen and make sure the professor checks all their data.
Once you select the files you will select where they go.
If the professor has signed in you will want to choose Original Location. This will be the most common place but other places can be good if the situation permits. Use your best Judgment.
If the file already exists, you can have it rename if you are concerned about the files already there if any. Otherwise, you will want to Overwrite the files.
Current is usually best but the other option is okay.
You will be asked if you want to transfer more files or continue. Most times you will have transferred everything so you can just hit continue.
It will now have transferred the professor’s original CrashPlan settings.
The professor will have to sign in again at this point and this is the point that everything will be restored.
You will receive this screen and then they are good to go.
Make sure that you have the entire Users folder selected and D drive selected to back up (when applicable).
In the Crashplan admin console, this is what happens and what will be seen. Before:
After:
Automatic adoption of the old device to the new one.
Sometimes after imaging, the computer name is wrong being “iMac-abunchofrandomcharacters” or just “iMac (#)”. This causes helpdesk to not be able to pull the IP address and makes remoting in difficult.
Open Terminal and run the following command lines (replacing * with the correct computer name from Helpdesk):
When you look up the printer model and go to the HP website to download the drivers chances are the HP website will make you download HP Easy Start. Download it and run it.
Using it is initially pretty straight forward. Just use the search button to search for the printer’s hostname or IP and select the correct printer. After that it doesn’t matter whether you select bonjour connection but the next step is the most important.
IMPORTANT! Once you see this page DO NOT click Get Software. Instead click the little red circle in the top left corner like you’re going to close the window. If you do not do this HP Easy Start will try and have you download more software from the App Store which requires an Apple ID.
Once you click the red circle with the x in it you should see a popup like this. Click Skip to Software Download to install the drivers. The rest should be pretty straight forward. I just wanted to make sure you all knew how to get around HP’s deceptive UI design.
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Go to humhelp@byu.edu, and if you are not already logged in to the CAS system, log in with your netID and password. You will be redirected to a page that looks like this:
Creating a Job
Usually, all new jobs that are for setting up new devices will be put in the system by Brad, so you do not need to worry about them. But if a professor calls or emails or comes in with a job that cannot be completed right then, then you need to create a job for it so it can be documented and resolved.
To create a job, click the “Add” button on the top panel, then click “Jobs.” You should see a screen like this:
Add a Title that describes the job simply like “Needs Help With Outlook” or “Computer Needs to Go to CougarTech.” If the job needs to be done on a certain day, add the day or date in brackets before the title. Like “[WED] USB Port Broken, Set Up Loaner” or “[Jan 15th] Deliver iPad to Office.” In the job description, outline the more specific details like what exactly needs to be done and what you have already tried.
Fill in the First and Last name of the professor you are working with, as soon as you start typing it will search the database and you can click their name in the drop down menu. You can also search them by their room# or phone#.
Leave the ICN box empty unless it is important to know exactly which device this job is for. Job Priority is almost always Normal, unless it is a job that must be done soon, then mark it as High or Urgent.
Leave the Web Team as “No” and the Categories and Tags empty unless you need to mark the job as something. Hit the green Create button at the bottom and you are all set to go. The job will be highlighted for a few days on the main page because it is new.
Commenting on a Job
Whenever you have been working on a job, or have completed it, it needs to be recorded in the job through comments. Especially when you are leaving for the day, make sure to document what you have done so others can pick up where you have left off. Make your comments concise but easy enough to read so that your co-workers can understand what still needs to be done.
Add comments by clicking the Plus button in the top right corner of any job:
Creating a Client
You only need to do this if there is a new professor that just got hired. Most professor should already be in the system. Also, Adjuncts are not in the system by name, so search them by room or phone number instead. But if you need to add a Client, click “Add” at the top bar and then “Client.”
Fill out their information. Title is usually left empty unless they prefer Dr. or Mr. or something. try to get their netID as well if you can. If not you can search for it on the crashplan website as well. Leave the notes and tags empty. Make sure to put them in the right Department by clicking it at the bottom of the screen. Click Save Client and you are done.
Adding a Device
The easiest way to do this (especially when you are setting up a new computer for a professor) is to click on the client you are adding a device to, then click the little computer symbol in the top bar. It will say “Add device to this client” if you hover over it.
Now follow the directions for adding a device outlined in the Windows Imaging Document (https://humcsr.byu.edu/2017/03/03/setting-up-a-new-windows-computer/).
Checking Out Devices
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Setting up a shared account. The following instructions have Office 365 installed. There are a couple items that need to be determined and set up before this can happen.
Does the department secretary share a calendar with the student secretaries? This is known to be the case in the Center for Languige Studies, Comparitive Arts and Letters, Linguistics, and Spanish & Portugeese. If not, proceed to the second item. If so, the student needs a new email account created for them, this is usually their first name followed by four numbers, i.e. brad1234@byu.edu. The email creation can either be done by the CSR or the department secretary.
If this new account needs to be set up two emails will be installed. First set up this account in Outlook following the instructions given in Email Setup in Outlook, then follow the instructions below to set up the shared account.
The shared calender invite is sent to the new email address that is created and not through the shared email address.
To access a shared email account, access needs to be granted through a Gro Group. This can be done by the CSR at gro.byu.edu. It may take an hour to a day before the student will have access.
If the student prefers working through a browser they can skip the following steps and go to the link outlook.office.com/owa/department_email@byu.edu. Replacing “department_email” with the email address they will be accessing. After opening the link on the web browser they will be prompted to sign in with a NetID and password and Duo authentication.
In Outlook enter the email address they would like to connect to, i.e. the department email address.
Select either Office 365 or Exchange.
Don’t type in a password! Select “Sign on with an other account”.
Have them enter their password and then DUO authentication.
You will be taken back to the original screen where you are asked for a password. Don’t type in a password! Don’t worry you are making progress. Click on “Sign in with an other account” again.
This time it will have a button with their NetID that you can push.
Click done.
If the department secretary shares a calendar with the group this can be done by having the department secretary share the calendar with the new email address that was created for the student, i.e. brad1234@byu.edu. Check for the email on the students account and accept the invite.
Use this when reimaging new MacBook Pros and iMacs, but it works in any situation where you need to transfer large amounts of data between Mac devices.
Make sure the professor/client has signed into the new Mac.
Connect old machine to the new machine with a Thunderbolt cable (with USB-C/Thunderbolt 3 to Thunderbolt 2 adapter if necessary).
Shut down the old computer. Turn it on and hold the “T” key to put it in Target Mode. A Thunderbolt icon should appear.
The new computer can now read it like an external drive. Copy and paste the old User’s folder onto the new computer’s desktop. (You can do it to the humsupport desktop if the professor hasn’t signed into the new machine yet, and just transfer it over afterwards.)
Once the files are done transferring, move the files from each User subfolder (Desktop, Documents, Photos, etc) INTO their respective locations in the new User folder. Hold option on the right click menu to MOVE instead of COPY (by default, Macs will copy and that wastes drive space). Do not overwrite any of the pre-existing User subfolders (or the whole User folder entirely).
IMPORTANT: You will need to reapply the User’s file permissions after moving everything to their proper locations. Right click > Get Info (or CMD+I) on the User’s folder.
Expand “Sharing & Permissions”
Click the lock and input Administrator User Name and Password
Make the User the Owner with Read & Write privileges.
Click the gear underneath
Apply to enclosed items. (This might take a while, it’s reapplying permissions to every file that you just moved).
FOR PART TIME EMPLOYEES AND LABS, SEE BELOW BEFORE FOLLOWING THESE INSTRUCTIONS
Adobe Creative Cloud can be found in Software Center (for Windows) and Self Service (for Macs). Search for Adobe CC Desktop and hit Install. This might take a few minutes.
Note: If Software Center/Self Service isn’t working, the downloads for Windows and Mac can be found at adobe.byu.edu.
Once Adobe CC is installed, running the program Adobe Creative Cloud (or just Creative Cloud on Macs) from the Start Menu or Applications folder will bring up this window (or similar):
Full-time BYU employees (faculty and staff) should already have access to the Adobe Creative Cloud suite of software. They can just sign in with NetID@byu.edu and password (will redirect to a BYU-branded login and Duo 2FA security screen).
Once they’ve signed in and passed Duo, individual CC Suite software can be installed on an as-needed basis (Photoshop, InDesign, Illustrator, Premiere, etc). Simply press Install under the Program and wait.
Note: if installation fails, close all other running programs. If it still fails, restart the computer.
FOR STUDENT EMPLOYEES/PART-TIME FACULTY & STAFF:
This is mostly for student secretaries, part time secretaries, and Humanities Publications students. Occasionally a TA helping a professor with a project.
At adobe.byu.edu, hit the “Request Access” button. This will lead to an OIT form where the user will need to fill in the required information then hit “Order Now”.
This might take a while to be approved. Once access is granted, follow the normal procedures above.
FOR LABS
If Adobe CC isn’t already installed, use the Lab installers found at files.byu.edu\Software\Common\Adobe\Adobe CC\CC-Lab (.pkg for Mac, .msi for Windows).
Lab users will need to sign in with their NetID@byu.edu, password, and Duo as normal.
“You don’t have access to manage apps” error message
This sometimes happens even if the user has full permissions. To fix it follow these instructions:
Windows 10:
Sign out of the Adobe Creative Cloud Desktop App.
Browse to the following folder: C:\Program Files (x86)\Common Files\Adobe\OOBE\Configs
Delete the ServiceConfig.xml file.
Open the Adobe Creative Cloud Desktop App and sign in.
The apps should now show when clicking Apps from the top menu.
Mac:
Sign out of the Adobe Creative Cloud Desktop App.
Click Go from the menu at the top of the screen.
From the list, choose Go to folder.
Copy and paste /Library/Application Support/Adobe/OOBE/Configs into the search box then click Go.
Click the ServiceConfig.xml file and choose Move to Trash.
Open the Adobe Creative Cloud Desktop App and sign in.
The apps should now show when clicking on Apps from the top menu.
Note: If you don’t sign out before deleting the ServiceConfig.xml, the apps will not show and you will need to sign out and back into Adobe Creative Cloud.
For faculty and full-time staff email set up is pretty straight-forward. The following instructions have Office 365 installed.
When Outlook asks for an email address have them enter their NetID@byu.edu.
Select either Office 365 or Exchange.
If they signed into their computer with their NetID it will skip the account verification and will prompt for DUO authentication.
Unless there is a second account to set up, click done. If there is a shared account that they will also need access to follow the steps given in Shared Email Setup in Outlook.
