Current Announcements


No Current Announcements

Past Announcements (2018)

Service Announcement – Preventative Network Maintenance

Thursday, April 12, 2018

On Saturday, April 14, 2018, from 6:00am to 2:00pm, Preventative Network Maintenance will be performed to the Bates Computing Network. During this time, disruptions will be kept to a minimum, but network connectivity will be impacted. It is possible that during the maintenance period, individuals will lose connectivity to the Bates Network and to the Internet. If you are utilizing network resources during this time period, please make sure to save your work often.

IT Training – Winter/Spring 2018 Schedule

Tuesday, January 24, 2018

The IT Training Schedule is now available and has many new and exciting offerings, including the highly requested Google Suite (G Suite) of Apps (Drive, Docs, Sheets, Slides, & Forms)! On April 17, 18, & 19, 2018 there will be a three-part workshop series on G Suite. Register early since this series will fill up fast!

The Winter/Spring 2018 IT Training Schedule brings several new and repeating training opportunities available to you! Sessions range from Managing your Bates Google Group & More! to Working with Large Documents in Microsoft® Word. To view a complete listing of workshops, webinars, and other training opportunities, please visit the IT Training website at: and click on the Current Offerings title bar, then click on the Winter/Spring 2018 link.

New!! Come and join Lee Desiderio during the Lynda and Lee Open Labs! Each month, Lee will be hosting a 2-hour open lab dedicated to learning with Need a quiet learning space or assistance with developing your learning path? Maybe you’re new to and need some assistance with navigating through the thousands of videos and courses available to you, then Join Lynda and Lee!

Winter/Spring 2018 Workshops:

  • Special Topics in Microsoft® Office – Working with Large Documents in Microsoft® Word
  • Special Topics in Banner – Ellucian® Banner Overview and Navigation
  • Special Topics in G Suite – The G Suite (3 Part Series)
  • Special Topics in Microsoft® Office – Mailing Documents in Microsoft® Word (Mail Merge)
  • Webinar Wednesday – Working with Data and Tables in Microsoft® Excel
  • Webinar Wednesday – Managing your Bates Google Group & More!
  • Webinar Wednesday – All about Tabs and Indents in Microsoft® Word
  • Webinar Wednesday – G Suite – Hangouts

Easy!! The registration process has been simplified! Workshops and Webinars requiring registration will have a “Registration is required” link with the workshop or webinar description. Just click on the link and answer a few questions to register.

If you have an idea or topic for a Workshop, Special Topics Series, or for a Webinar, please send your suggestion to

Service Announcement – Banner INB/Garnet Gateway

On January 13th, 2018 from 6:00 am – 12 pm Information and Library Services will be taking Banner offline to apply upgrades.

The following services will be unavailable during this time.
– Garnet Gateway
– Banner
– Banner Document Management System
– Hyperion
– Argos
– Axiom

If you have questions or experience any problems with Banner after service is complete, please contact Help Desk Services at

Welcome, Pat Schoknecht!

Tuesday, January 2, 2018

Information and Library Services welcomes Pat Schoknecht, Vice President for Information and Library Services and College Librarian.

Archived Announcements (2017)

G Suite – The New Google Calendar

The Newly Refreshed and Modernized Google Calendar will be available for the entire Bates College Community on Tuesday, November 28, 2017. Information on the New Google Calendar can be found from the IT Technology Training webpage, under Past Offerings or from the G Suite Learning Center.

IT Help Desk – Adobe License Updates

Friday, November 3, 2017

At the end of November, the license numbers that the college currently uses for all Adobe products will expire. This change in serial number is reflective of a decision made by Adobe, that Bates has no control over. In an attempt to make this transition as smooth as possible ILS staff have developed some very easy ways for faculty and staff to update the numbers on their computers.

If you are using a Macintosh computer, you will use the Self Service app on your computer. We have developed an FAQ explaining how to do this.

If you are using a Dell computer, a help desk staff member will need to run a quick application on your computer that will update the serial number. The process takes about two minutes. We recommend that you start this process by emailing the helpdesk ( with a subject line of Adobe Serial Number Update. We will then ask you to schedule a time for us to remotely connect to your computer and run the update.

The New Google Calendar

Wednesday, November 1, 2017

A new Google Calendar is on its way! Since 2011, the look and feel of Google Calendar have remained untouched. As of October 2017, Google Calendar for the Web has a new refreshed design. The colors have been modernized, the calendar design is sleek, and many new features have been added, and other have been discontinued.

Google will be migrating calendar users from the old calendar interface to the new interface, over the course of November, and not everyone may get the new calendar at the same time.  As you navigate through the new look and feel of the modernized Google Calendar, you will notice that many aspects of the calendar still remain familiar, including the process of creating events, navigation, and inviting guests.

To assist you in the transition process, Information and Library Services will be hosting several workshops and webinars to get you acquainted with the new Google Calendar. These workshops and webinars will introduce you to the new look and feel of the interface, explore some of the new features, and discuss the features that are no longer available. Sign-up for a workshop or webinar before they fill-up! Space is limited!

October is National Cyber Security Month!



Tuesday, October 31, 2017


Keep all software on internet-connected devices – including PCs, smartphones and tablets – up to date to reduce risk of infection from malware.

Tuesday, October 31, 2017

Keep a clean machine! Having the latest #security software & operating system is the best defense against #cyber threats. #CyberAware

Wednesday, October 25, 2017


Think before posting about yourself and others online. Consider what a post reveals, who might see it and how it could be perceived now and in the future.

Tuesday, October 24, 2017

Own your #online presence! Actively manage #privacy & #security settings to control who sees your online posts. #CyberAware #PrivacyAware

Wednesday, October 18, 2017


Information about you, such as purchase history or location, has value – just like money. Be thoughtful about who gets that information and how it’s collected by apps and websites.

Tuesday, October 17, 2017

Personal information is like money. Value it. #Protect it. More #privacy tips here: #CyberAware #PrivacyAware

Wednesday, October 11, 2017

Own Your Online Presence

Set the privacy and security settings on websites to your comfort level for information sharing. It’s OK to limit how and with whom you share information.

Wednesday, October 11, 2017

Own your #online presence! Actively manage #privacy & #security settings to control who sees your online posts. #CyberAware #PrivacyAware

Tuesday, October 10, 2017

October is National #CyberSecurity Awareness Month! Join us in creating a culture of #cybersecurity: Cyber Aware Bobcat (CAB) #CyberAware

Happy #CyberAware Month! We believe that #cybersecurity is our shared responsibility:

Technology Training Assistance in Ladd Library

Thursday, September 21, 2017

Technology Training Assistance is now available in Ladd Library (Reference Desk, Side-Facing the Windows) on Wednesday mornings from 8:00am to 12:00pm and on Thursday afternoons from 1:00pm to 5:00pm.

Stop by and ask our Instructional Support Manager your “how to” questions and he would be glad to assist you. Need assistance with Microsoft Office or G Suite? Want some guidance on managing large documents like a thesis or policy manual? Want to learn some tips and tricks that can make you more efficient with technology? Our Instructional Support Manager can assist you!

Service Announcement – Preventative Network Maintenance

Tuesday, August 15, 2017

On Saturday, August 19, 2017, from 6:00am to 2:00pm, Preventative Network Maintenance will be performed to the Bates Computing Network. During this time, disruptions will be kept to a minimum, but network connectivity will be impacted. It is possible that during the maintenance period, individuals will lose connectivity to the Bates Network and to the Internet. If you are utilizing network resources during this time period, please make sure to save your work often.

Want to know more about the status of our Network and Systems? Visit the IT Help Desk web page and click on the System Status button located on the top-right of the page.

Service Announcement/Update – Printing Update

Thursday, June 15, 2017

ILS continues to work hard at getting all our printing services back to regular operating conditions. While I understand that this message may be confusing due to the amount of information in it, there is a lot of information to share.

If you have an MFP that is not working right now, it is because certain models need a firmware upgrade. This needs to be done by hand and we will have techs in the field tomorrow working on it.

Some of the MFP models will prompt for you a user id and accounting code. If you see this, please use your username as the id and code. We believe that problem will be resolved soon.

The release function is not working, so jobs sent to printers will be immediately released.

If you have any questions or need any clarification about a specific printer, please do not hesitate to contact me directly.

Service Announcement/Update – Printing Update

Wednesday, June 14, 2017

Information and Library Services (ILS) is continuing to address any outstanding issues that may have been caused by the recent updates to the college print and release system. As of today, we wish to share the following information with the college community:

  • Xerox B/W Multi-Function Printers (MPFs): The Copy, E-mail, Store to USB, and Fax (where available) features are functioning properly. Print jobs sent from desktop or laptop computers may print immediately without the release process.
  • Certain Xerox Printers and Color Multi-Function Printers (MFPs): May prompt for a User ID and Account ID, when printing from a Windows computer. As a temporary solution, enter your Bates username in both of those fields. ILS is currently working to resolve the issue with the User ID and Account ID prompt.
  • Printers that do not require print jobs to be released are functioning properly.
  • All Paw-Print Printers are functioning properly.

Please contact the IT Help Desk if you encounter any other printing issues.

Service Announcement/Update – Update on Printer Upgrades

Tuesday, June 13, 2017

ILS worked all day with our vendors on the printing upgrades we notified you about last week. Right now, the printers in computer labs and printers that do not require documents to be released are working as expected. The Xerox printers that require releasing documents are printing, but they are doing so without the need for releasing the documents. This means that if you are printing out confidential information it will come directly out of the machine, without you releasing it. You should hold off on printing confidential documents until this issue is resolved, or have someone at the printer ready to collect your documents.

Our staff is working with our vendor to resolve this issue. We expect to begin applying the fixes tomorrow. Please contact the help desk if you encounter any other issues.


Community Announcement – Change to Bates Gmail – Warning When Replying to Messages

Tuesday, June 6, 2017

When replying to an email message sent to you that also includes additional recipients that do not have a email address, you may have noticed a new warning message displayed at the top of your reply message. When certain conditions are met, the following warning will be displayed: “The recipient does not belong to your organization and is not in your list of contacts. Be careful with sensitive information.”

Google has recently added this new security functionality that directly impacts Bates Gmail. This functionality has been added to prevent the accidental sharing of information to the wrong contacts. If you are replying to an email message and you have confirmed the recipients, you may safely ignore the warning or dismiss it by clicking on the “X” located to the right of the warning.

For more information regarding this G Suite security update, please see the following blog post: Unintended external reply warnings in Gmail to mitigate unintentional data loss.

Service Announcement – Important Information about Printing Services and Help Desk Hours

Monday, June 5, 2017

On Tuesday, June 13th we will upgrade the software that manages most campus printing.  While this upgrade is taking place, network printing services will not be available.  We expect this upgrade to take about half a day, but you should be prepared to not have printing services until the following day.

Additionally, during this week (June 12-16) the Help Desk staff will be attending on-site Windows 10 training. We highly encourage you to send an email to the help desk with requests for help.  These messages will be checked throughout the day, and responded to if they are time sensitive.  In case of emergency, you should contact Scott Tiner.

We understand that all outages are a disruption to the work of the college.  We hope the timing of this outage during Staff Enrichment Week will prove least disruptive.

G Suite – G Suite? Google Apps? Which one is it??

June 1, 2017

You may see reference to G Suite and Google Apps and wonder which one is it? On September 29, 2016, Google changed its Google Apps name to G Suite to better reflect its mission. To learn more about the name change, please visit the Google Cloud Official Blog post.


IT Help Desk – Reminder to Graduating Seniors

Wednesday, May 17, 2017

Before you leave Bates there are a few maintenance chores Information and Library Services would like to remind you about.

Next year on Friday, June 1, 2018, your access to your Bates G Suite Account will expire and your account will be deleted. This will mean you will not be able to access your Bates Gmail, Google Calendar, Contacts, Google Drive and Google Docs after Friday, June 1, 2018.

This year, access to all other resources requiring your Bates username and password, including access to library resources and the ability to login to on-campus computers, will end on Thursday, June 1, 2017.

To help you prepare, we have published a Reminder to Graduating Seniors web page that will provide you with some additional information, recommendations, and resources to assist you with preparing for life after graduation.

If you have additional questions about your Bates G Suite Account access or about your Bates network account and data, that the Reminder to Graduating Seniors web page does not answer, please visit the IT Help Desk website. Many common answers to your questions may be found from our FAQs. If you require additional assistance, you may contact the IT Help Desk via email at or via phone at (207) 786-8222.

Community Announcement – Ransomware Attacks

Monday, May 15, 2017

Over the weekend you may have heard about the ransomware computer attacks across the globe. If you are interested in reading more about it, here is a story from the New York Times:

Members of the Information and Library Services (ILS) team spent the weekend patching network servers in order to protect Bates from this attack. Additionally, more time will be spent this week patching individual computers that could be affected (all Microsoft Windows computers). We are continually researching this issue and have taken all available action to protect Bates’ computers from this attack.

There is a significant risk if you open an email or a document that contains a link with the WannaCry ransomware or any of its variations. Please ensure that you know the sender and that the return address is correct.

This is an appropriate time to remember some steps about keeping your data safe and being a Cyber Aware Bobcat.

  • Never share your password with anyone, including members of Bates ILS, colleagues, supervisors, or family members. No one will never have a reason to ask for your password.

  • Do not download files, open files or follow links unless you are positive you know who sent it, and that it is something you are expecting.

  • Many of these attacks use “social engineering”, making you believe you know the person who is contacting you. If you have any questions, look carefully at the the address of the sender. Additionally, read the email carefully. If you sense something is wrong, call the person and verify they sent you the email.

  • If at anytime you believe your account may have been put at risk, change your password immediately by logging into Password Manager or contact the IT Help Desk.

  • Any email message sent to you from the Bates College IT Help Desk will always have these characteristics to help protect you from phishing attempts.


Service Announcement – Telephone System Maintenance

Friday, May 5, 2017

There will be a brief telephone outage today, Friday, May 5, 2017, from 12:00pm to 12:30pm.

Community Announcement – Google Docs Phishing Scam

Wednesday, May 3, 2017

Update (Wednesday, May 3, 2017 @ 4:19pm): Additional information about the Google Docs phishing scam can be found at (Google Docs users hit with sophisticated phishing attack).

A phishing scam was launched against Google accounts this afternoon.  To you, this will appear as an email message with the subject of: “XXXXX has shared a document on Google Docs with you” with a blue button to “Open in Docs”.  DO NOT click on the button and DO NOT allow access to your Bates email account. We are currently looking into the resolution for those who have already clicked that button.


IT Help Desk – System Status

Thursday, April 20, 2017

Do you ever experience problems with connecting to a network service such as Wireless, Banner/Garnet Gateway, Campus Printing, and wonder if you are the only one experiencing this issue or if it’s a campus-wide problem? Or maybe you are looking for additional information or updates regarding a service outage? Now you can find out the status of our network systems from the IT Help Desk System Status web page! If we are aware of a network issue, we will post it to the System Status page along with any details.

By starting at the IT Help Desk website, you will see a button labeled System Status under the Welcome to the IT Help Desk! title. If the button is blue, we have received no reports of any network or systems issues. If the button is garnet, we are aware of a network or system problem and additional information can be found by clicking on the button to access our System Status web page. You may also notice a number at the end of the button label. Example: System Status (3). This number tells you how many issues have been reported.

On the System Status web page you will see an icon legend, a list of network services and systems, and a link for additional details. The icon legend lists the following statuses:

  • Status NormalAll systems in that specific category are functioning normally, and no issues have been reported.
  • Problems DetectedAn issue in this category has been reported that may affect normal operations, but should not present a significant impact.
  • System Outage/IssueA significant problem in this category has been reported and will have an impact on operations.
  • System MaintenanceNormal or Emergency system maintenance in this category is being performed or is scheduled to be performed.

When viewing the System Status web page, clicking on the Details link for a specific category will bring you to a web page with additional information dedicated to that specific category. If an event is occurring, you will be provided with the following information:

  • System Status IconA visual representation of the system status.
  • TitleThe title of the event.
  • DescriptionA description/information of the event we are aware of at that particular time.
  • SubmittedThe date and time the event was posted to the status page.
  • ResolvedThe date and time the event was resolved.
  • NotesAny relevant notes regarding the event and updates.

Any history for a specific category may be viewed by clicking on the Past History title bar on the top of each page.

If you do not see an issue you are experiencing, please contact the IT Help Desk to report your issue.

Service Announcement – Network Maintenance

Thursday, April 20, 2017

Information Services will be performing network maintenance on Saturday, April 22nd from 6am-2pm. During that time several services will be affected. Network hardware is scheduled for maintenance which will cause a temporary loss of network connectivity during these hours. These outages will be brief and disruptions of service minimal.  Additionally, network servers will have maintenance performed and will be intermittently unavailable during this time.

Service Announcement – Inclement Weather

Monday, March 13, 2017

The Bates College IT Help Desk and all other IT Operations will be closing at 2:00pm on Tuesday, March 14, 2017 due to inclement weather. To report a technology issue, you may submit an online service request, email us, or leave us a voicemail message at (207) 786-8222/x8222.


Service Announcement – Network Stability Issues

Update – Monday, March 13, 2017

The piece of equipment that was causing network stability issues has been removed from the Bates Network. Since its removal, the Bates Network has remained stable.

Update Friday, March 10, 2017

Our Network Team has discovered a piece of equipment on the Bates Network that may be the source of our wireless and wired connectivity issues. Our Network Team is continuing to investigate the possible cause of the wireless and wired issues.

No Updates – Thursday, March 9, 2017

Update – Wednesday, March 8, 2017

Routine Preventative Maintenance (PM) was performed to our network this morning. As part of the PM, issues with wireless and wired connectivity were further investigated and equipment associated with the connectivity issues were rebooted. This reboot did not resolve the issue. Our Network Team is continuing to work with our vendors to determine an appropriate solution that would also provide the least impact and disruption to the overall operation of our network.

Tuesday, March 7, 2017

On Saturday, March 4, 2017, the Bates Network began to experience stability issues. These issues are causing a significant problem with wireless and wired network access across campus. Our Network Team is working diligently to resolve these issues.


Community Announcement –Telephone Outage

Tuesday, February 21, 2017

There will be a brief interruption to telephone service tonight, Tuesday, February 21, 2017, beginning at 5:05pm. System downtime should not exceed 30 minutes.

There will be NO telephone service on campus during this period.

IT Help Desk – Winter/February Recess Hours

Monday, February 20, 2017

This week the IT Help Desk will be open reduced hours during Winter/February Recess (Saturday, February 18, 2017 – Sunday, February 26, 2017). Please visit our Winter/February Recess Hours.

IT Help Desk – Statistics Reporting

Monday, February 20, 2017

We have expanded the IT Help Desk Daily Statistics reporting to now include the Number of Tickets Closed on a Daily Basis. Visit our statistics page or statistics archive to see how we are doing and view our daily statistics on:

  • Number of Voicemail Messages Received
  • Number of Classroom Technology Calls Received
  • Number of Daily Tickets Closed
  • Number of Daily Tickets Opened
  • Average First Response Time

Service Announcement – Inclement Weather

Monday, February 13, 2017

The Bates College IT Help Desk and all other IT Operations will be closed today due to inclement weather. To report a technology issue, you may submit an online service request, email us, or leave us a voicemail message at (207) 786-8222/x8222.


Service Announcement – Inclement Weather

Thursday, February 9, 2017

The Bates College IT Help Desk and all other IT Operations will be closing at 2:00pm today due to inclement weather. To report a technology issue, you may submit an online service request, email us, or leave us a voicemail message at (207) 786-8222/x8222.


IT Help Desk – View Our Statistics

Thursday, February 2, 2017

In an effort to provide transparency about the IT Help Desk, its operations, and service expectations, we are now publishing our daily statistics. Want to know on average how long it takes for us to respond to your contact with us or how many phone calls placed to the IT Help Desk are going to voicemail – it’s all in a convenient place for you to check out!

Service Announcement – Intermittent Network Issues

Thursday, February 2, 2017 @ 9:55am – No new updates.

Wednesday, February 1, 2017 @ 9:37am – We are working with one of our vendors to resolve this issue. We will continue to post updates as we receive additional information.

Wednesday, February 1, 2017 @ 8:30am – Status update pending.

Tuesday, January 31, 2017 @ 3:07pm – Information and Library Services is aware of intermittent network issues today, 1/31/17.  Our networking team is working on the issues.

Community Announcement – Broadcast Text Message Sent This Afternoon

Thursday, January 26, 2017

Earlier today you may have received a text message that read:

BATES COLLEGE: You are subscribed to receive text alerts. Reply HELP for help, STOP BATES to cancel. Msg&data rates may apply.
This was a legitimate message from the company that provides our emergency messaging.  In order to be compliant with FCC regulations, we must offer an option to opt out of this service.  Today’s message was that option.  We encourage you not to opt out, as this service provides us a fast way to get in touch with the community in the event of an emergency.  We were not aware this message was going to go out today.


Community Announcement – Phishing Scam

Friday, January 20, 2017

I am writing to inform you of a Phishing Scam that is affecting other small Liberal Arts colleges that use the Google suite of web services. The scam starts with an email from another user at the college. There is an attachment in the message. When one clicks on it a screen will pop up asking the user to sign into Google that will look like this:

The only giveaway that this is a scam can be found in the address bar:

The “data:text/html,” part of the address is a sign that the url has been spoofed (a false address that sends your login credentials to the scammers). A legitimate sign in page will also have a green lock icon:

The safest place to sign into your Bates email is either, or by using the Email link on


Service Announcement – Banner Outage

Thursday, January 12, 2017

On Saturday, January 14, 2017 from 6:00am to 10:00am, Information and Library Services will be performing an upgrade to the Banner Administrative System.

During the upgrade, the following services will be unavailable:
• Banner
• Garnet Gateway
• Document Management
• Hyperion
• Argos
• Degreeworks

G Suite – System Status

Tuesday, January 10, 2017

Did you know that you check the system status of G Suite Services? Through the G Suite Status Dashboard, you can view performance information for Google Servers.


Community Announcement – Email Phishing Attempts

Friday, December 16, 2016
Updated: Monday, May 15, 2017

In light of recent email messages that attempt to collect your Bates username and password, Information and Library Services would like to offer some tips on what to look for in email messages to determine if they are legitimate or not.

Protect Yourself – We will never send you a message asking you to verify your account information or password. We do not need your password in order to manage your Bates accounts or provide you service.

Signature – Messages from Bates Help Desk Services will always contain a standard signature at the bottom of the message detailing our contact information and hours. We will also self identify as the IT Help Desk or Help Desk Services, never some permutation like “helpdesk” or “support team”.

Accountability – Messages that we send to campus will always be signed at the bottom by an identifiable member of Information and Library Services. Likewise the reply address will always be to another Bates email address ( never to an outside address.

Verification – Notices of campus wide events or announcements will also be posted in the Announcements section of the IT Help Desk web site. ( To verify the authenticity of a message, make sure it also appears on this web page.

Unique Cases – There are some messages that are sent by our automated systems to remind you of important things like password expiration. While these may not be from a specific individual, they will always be from a Bates address. The instructions in the message will provide you with additional information on how you should proceed starting from the Bates home page.

– If you accidentally shared your Bates Username and Password, please change your password as soon as Possible! Login to Password Manager and change your Bates password by following these directions.

1) Go to the Bates College home page, and in the lower right corner, click on the “A-Z Index”.
2) In the “P” section, click on “Password Manager”.
3) Login with your current Bates username and password.
4) Select the “Change Password” option along the top menu and create a new Bates password.

As always, if there are any questions, please feel free to contact us!

Service Announcement – Network Maintenance

Saturday, November 19, 2016

Network Administration will be performing network maintenance on Saturday, November 19th from 6am-2pm. During that time several services will be affected. Network hardware is scheduled for maintenance which will cause a temporary loss of Internet connectivity for certain buildings. These outages will be brief and disruptions of service minimal. An upgrade to Banner will also be performed.

During the Banner upgrade, the following services will be unavailable:
  • Banner
  • Garnet Gateway
  • Document Management
  • Hyperion
  • Argos
  • Degreeworks

Service Announcement – China Maintenance

Saturday, November 5, 2016

Network Administration will be doing maintenance on our network share China this Saturday, November 5th, from 7-9am. During that time access to China will be unavailable. The data stored on China will not be affected by this. Please direct any questions to the Service Desk at x8222 or

Community Announcement – Google Groups

Wednesday, August 31, 2016

ILS has been moving many of our email lists over to Google Groups.  Due to the large number, we have been doing this in groups of 20-30 over the course of the summer.  When you are part of a list that has been moved over, your list administrator will send you a message notifying you of the change.

Course lists, residence hall lists, major/minor lists, class year lists, and other lists that are automatically generated have NOT been moved over to Google Groups as of yet.  We are actively investigating what it will take to do so.  When that time comes we will be sure to give faculty, students, and staff plenty of advance notice.