ISU Live - Report an Issue

Description

Use this service to report issues with ISU Live digital signage systems. These are university-branded, departmentally customizable electronic information displays that can show live news, campus information and updates, social media feeds, time and date, and weather. Each system includes a wall-mounted display and a hidden computer running ISU Live software.

ISU Live systems are centrally managed computers that are managed by someone designated by their department. The designee must complete the online training and pass a quiz to be allowed management of the ISU Live system they are responsible for.

For non-urgent or after office hours, click here to Report an Issue. For urgent, immediate ISU Live technical support, call 812-237-2910, option 3 (Classroom Technologies) during regular office hours.

Standard Service Features

Troubleshooting and support for ISU Live systems, including:

1. Wall-mounted displays (power, input, blank screen, etc.)
2. Computer hardware/software powering the ISU Live system
3. Audio concerns related to the display
4. Login or access issues to the ISU Live admin portal
5. System errors, Windows desktop showing, or Windows login screen showing

Response to resolve within 1 business day. Non-standard equipment would increase our time to resolution as well as equipment accessibility and severity of issue.

Service Level Agreement (SLA)

SLA respond/resolve times are in normal business times during office hours, unless otherwise specified.

* Most incidents will be resolved within 24 hours, pending access to equipment and severity of issue.

Scope/Constraints

• Scope: Current Indiana State University Faculty, Employees, and Students
• Issues may be reported by anyone; however, support is limited to systems managed by departmental designees
• Departmental designee(s) must have successfully completed ISU Live Training
• Non-standard or specialized equipment may extend resolution time

Directions

If you are experiencing problems with your ISU Live system, please review these most common user-serviceable concerns before submitting a request:

1. Display shows a blank or black screen
   Check and verify the power to the display. Use the remote control or the power button on the display itself to verify that it is turned on. Most ISU Live displays include a power indicator light that illuminates or changes color when powered on.

2. Display is on, but shows “No Input Signal” or is blank
   ISU Live computers do not automatically restart after a power outage. If you know where the ISU Live computer is located and can access it safely, confirm that it is receiving power and turned on. If both the display and computer are powered on but no image is shown, the display may be set to the wrong input (typically HDMI 1, 2, or 3). Make sure the cable is securely plugged into the display and computer. Use the remote or the displays “Input” or “Source” button to cycle through input options. Wait 10 seconds after each change.

3. Sound issues
   Use the displays remote or volume buttons on the display to adjust the volume. Avoid using the "Mute" setting, as it may display an on-screen message that covers part of the ISU Live content.

4. Content is missing or incorrect
   Department designees can log in to ISU Live admin portal using the instructions they were provided during training. If departmental content has disappeared, or if you believe your system is displaying the wrong content, check to be sure that your departmental content has not expired.

5. Display shows Windows desktop/login screen or unfamiliar system messages
   If the system is displaying content or system messages that are not recognized as a part of the usual operation of ISU Live, try rebooting your ISU Live computer. Normal reboot cycle may take upwards of 60 seconds to complete and possibly longer if the system is installing and applying Windows Updates. If the system is showing only the login screen or Windows desktop, try logging in with ISULive or manually starting the service. If this fails, try rebooting your ISU Live computer.

6. Issue has just started
   If the system has been working normally and suddenly stops or freezes, wait at least 10 minutes before troubleshooting or contacting support. Brief outages may occur during scheduled system updates.

7. Cannot log into the ISU Live admin portal
   Only department designees can log in using their university credentials. Confirm you are using the correct link: https://isulive.indstate.edu/admin and selecting the correct "User Role" from the drop-down menu. If login fails, try logging into the MyISU portal to ensure your account is not locked out or your password has not expired.

8. Need help using the ISU Live admin portal
   Visit https://isulive.indstate.edu/admin and click the “Download User Guide” link on the login page for instructions.

If the steps above do not resolve the issue, for non-urgent or after office hours, click here to Report an Issue. For urgent, immediate ISU Live technical support, call 812-237-2910, option 3 (Classroom Technologies) during regular office hours.

Maintenance

ISU Live computers restart every 24 hours (usually during off-hours in the early morning between 1:00 AM to 5:00 AM).