Getting Help with the Engineering Base Desktop

Faculty and staff who have a problem using the Engineering Base Desktop, including restoring backed-up data or accessing departmental servers and printers, should contact their departmental IT support staff for assistance. They are also encouraged to review our knowledge base for answers to frequently asked questions.

Support of the Engineering Base Desktop is shared between CAEN and departments, and when necessary, CAEN will work with departmental IT support staff regarding:

 

 

Deployment Assistance

Departmental IT support staff should make sure to read the Pre-Deployment Guide before beginning the deployment process. Any questions or problems regarding deployment of the Engineering Base Desktop should be reported to CAEN.

Supported Hardware

The initial set of hardware is comprised of models that are already supported or recommended for purchase by CAEN. Being identified as supported hardware means that device drivers and applications for that system have been tested and verified to work with the Engineering Base Desktop. You may also run the Engineering Base Desktop in a virtual machine:

Desktop Hardware

  • HP Z240
  • HP Z230
  • HP Z220
  • HP ProDesk 600
  • HP EliteOne 800
  • HP Compaq Elite 8300 All-In-One

Laptop Hardware

  • HP EliteBook 840
  • HP EliteBook Folio 1040
  • Microsoft Surface Book

Virtual Machine Players

  • VMWare Workstation (Microsoft Windows)
  • VMWare Fusion (Apple Mac OS)

Reporting Deployment Problems

If you are having deployment problems, ensure that:

  • The boot order priority list has the hard drive listed before the network adapter.
  • All USB drives are disconnected.
  • The computer make and model are on the supported hardware listed above.
  • The computer is plugged into the network.
  • The computer object exists in Active Directory.

Support will not be provided for computers not on the supported hardware list.

If you still experience problems with deployment, contact CAEN. Include the following when reporting deployment problems:

  • Computer make and model (e.g. HP Z240)
  • Hostname and/or IP address
  • Deployment log files
  • Problem description, including any error codes

Driver Integration

If a large number of identical computers in your department are not on the supported platform list, you can request the hardware be integrated into the product. CAEN will evaluate requests on a case-by-case basis. If CAEN decides to fulfill your request for driver integration of an unsupported platform, we may choose to do partial or full integration.

If CAEN decides to fulfill your request for driver integration of an unsupported platform, we may choose to do partial or full integration.

Partial Integration

A partial integration includes the following:

  • Network controller
  • Hard disk controller

Partial integrations involve integrating only core hardware components and are intended to allow installation on the computer. They are more straightforward to perform, however they will likely require boot media to be regenerated. Other components of the system may not be recognized during deployment. Departmental IT support staff may need to install additional drivers, including chipset, display, audio, and other drivers, after deployment completes.

Full Integration

Full integrations involve integrating all components of the hardware. They are rare, and are usually performed only if CAEN decides to purchase a large number of identical computer systems for CAEN computer labs.

Future Plans

The Engineering Base Desktop is intended to support administrative and productivity use on computers in College of Engineering departments. Each release is part of a community support model, and as such, departmental IT support staff are encouraged to submit back to CAEN modifications they make to support particular computer hardware or software applications in their department. Additional computer systems may be added to the supported hardware list by CAEN based on the feedback provided by departments.