ISU Live - Report an Issue

Description

University branded, departmentally customizable electronic information screens, streaming live news, campus information, social media, time and date, and weather. Systems consist of a wall mounted display and a hidden PC that runs the ISU Live software.

ISU Live systems are centrally managed PC’s, 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 ISU Live technical support, contact the Technology Support Center (ext. 2910, option 3 - Classrooms)

Standard Activities and Processes

  1.  Verify power to the display and turned On
  2.  Verify power to the PC and turned On
  3.  Verify the display is set to the correct input
  4.  If sound is the complaint, has the television sound volume been turned up or down?
  5.  If incorrect or changed information is displayed, has your content expired?
  6.  How long has the problem been occurring – a brief outage will occur during system updates
  7.  Does your department have more than one system? If so, are they all experiencing the same issue?

SLA: For non-urgent issues you can expect a reply within 4 business hours. Stop Work/Urgent request you can expect a reply within 15 minutes.

Constraints

Issues may be reported to the Help Desk about ISU Live by anyone. If a call comes in, a question should be asked about whether or not the caller is the departmental designee for the ISU Live system in question.

Directions

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

  1.  Is the display only showing a blank or black screen? - Verify power to the display – Please use your displays remote control or the power button on the display to ensure the power is on. Most ISU Live displays have a power indicator light that will illuminate or change color when the power is on.

  2.  Is the display on, but nothing is displayed, or displays “no input signal”? - ISU Live systems do not restart after a power loss. If you know where the ISU Live PC is located, and can reach it safely, verify that there is power to the PC and that the PC is on.

    Verify the display is on the correct input - If you have verified that both the display and PC have power and that they are both turned on, and your system still is not displaying anything, the display may be set to the incorrect input. Using the displays remote control or button on the display for “Input” or “Source” change the input that the display is set to. Be sure to wait 10 seconds for the input to change before hitting the button again. If you cycle through the inputs and still have no display, contact the Help Desk (ext. 2910, option 3 - Classrooms) or Report an Issue.

  3.  If sound is the complaint, has the display sound volume been turned up or down? - Using the displays remote control or volume buttons to turn the volume up or down will increase or decrease the loudness as appropriate for your installation. We do not recommend using the “Mute” setting on your display as it will often display a message or graphic indicator that the volume has been set to mute which may cover part of the information display.

  4.  If incorrect or changed information is displayed, has your content expired? - 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. If your content has not expired and the wrong information is still displaying, contact the Help Desk (ext. 2910, option 3 - Classrooms) or Report an Issue.

  5.  Desktop or System message displayed? - If your system is displaying content and system messages that are not recognized as a part of the usual operation of ISU Live, or showing only the Windows desktop or login screen, and if you can safely do so, try rebooting your ISU Live PC. If the issue persists beyond the normal boot cycle (60 seconds), contact the Help Desk (ext. 2910, option 3 - Classrooms) or Report an Issue.

  6.  How long has the problem been occurring? - If your system has been functioning properly all day, and suddenly turns off, or has a frozen screen, please wait at least 10 minutes before attempting troubleshooting or contacting the Help Desk, a brief outage will occur during system updates. Just like user PC’s, ISU Live systems often need to restart to install Windows and other system updates.

  7.  Unable to login to ISU Live admin portal? - Only department designees can login to ISU Live admin portal with their university username and password. Make sure the login link is correct: https://isulive.indstate.edu/admin. If the link is correct and you still cannot login, try to login to ISU portal to verify that your password has not expired. If you are able to login to the ISU portal but not ISU Live admin portal, contact the Help Desk (ext. 2910, option 3 - Classrooms) or Report an Issue.

  8.  Unsure how to navigate or use the ISU Live admin portal? - Go to the URL of the ISU Live admin portal: https://isulive.indstate.edu/admin. Click on “Download User Guide” link on the login page and read the instructions in the document.

Maintenance

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