Note: This initial FAQ list relates to the release of the Windows XP Standard Operating Environment (SOE).  Additional FAQs will be added as further desktop services are released in 2009.

The introduction of a Standard Operating Environment (SOE) across the fleet of desktops and notebooks has been one of several sub-projects within the Service Management & Shared IT Utility Services (SMSUS) part of the IT Change Program at UNSW. An outcome of adopting an SOE is to increase consistency of service across the university. The first stage of transitioning staff to the new SOE commenced in Nov 2008 and will continue throughout 2009, and to assist all staff in understanding the SOE, the list below of Frequently Asked Questions (FAQs) has been produced. The list will continue to be updated and feedback is welcomed via an email to the IT Service Centre.

How do I request a desktop or notebook?
Procurement information and the ordering process can be found on the IT at UNSW intranet:

www.it.unsw.edu.au/services/procurement

The information includes the standard computers available and their specifications, prices, etc. along with more FAQs specific to procurement.

If unsure about anything, call the IT Service Centre on 9385 1333 or your local IT support staff for assistance.

What is a Standard Operating Environment (SOE)?
An SOE is a collection of standards and components that make up the desktop environment.  The UNSW SOE includes:

The operating system and security software are part of a base system (‘Tier 0’) which the manufacturer pre-installs on our behalf; reducing the time it takes to get the PC up and running at your desk. When the computer arrives, the application set common to all computers (‘Tier 1’) is automatically installed and configured, as are other common Applications (‘Tier 2’). Finally any unique applications required by individuals ('Tier 3') are installed manually.

Why has UNSW adopted a SOE? What are the benefits?
Managing a fleet of approximately 12,000 PCs is a sizeable challenge and more so if there are many brands, models, and software environments. UNSW is taking progressive steps towards standardisation of the hardware, software and deployment tools. The benefits of doing this are numerous including:

Do I have to use the UNSW SOE PC; can I build my own?
UNSW encourage staff to adopt the UNSW SOE to maximise from the benefits as outlined in an above FAQ.  If a staff member’s role involves significant activity not viable under the SOE, requirements should be directed to your local Manager or IT Manager. They will review your request with the IT at UNSW Desktop Management team.
A reminder that UNSW is accountable for all UNSW- issued desktop hardware and software and as such, any deviation from the SOE must be reviewed.

Are Mac and Linux SOEs included in the rollout?
Mac and Linux SOEs are not included in the initial SOE rollout in 2008. SOEs for these operating systems will be developed in 2009. In the mean time, the new Email service is accessible to Mac and Linux desktop computers.

What software comes on the UNSW SOE?
At the initial time of release (Nov 2008), the UNSW SOE had over 30 products/components pre-installed. Updates may have occurred since the release date. The latest information will be made available on this site and via the IT Service Centre.

Some of the products / components are:

Why are some packaged applications not the current version?
During the SMSUS Desktop project, a large list of software was packaged over a period of several months. During this time, some applications had new versions released. Newer versions will be released as packaged applications as part of the business as usual capability of the new Desktop Service. This will commence in early 2009.

I have Windows Vista installed as my current Operating System; will this be supported with the new SOE?
At this stage the SOE only includes Windows XP Operating System.

How do I get other software installed on my computer?  Who pays for it?
During the process of migrating you to the new SOE, applications that you currently use will be installed on your new SOE machine if they are available as packaged software or if the installation media is available.

Requesting additional software either specifically for an individual or for a team is actioned through the IT Service Centre. We recommend staff first view UNSW’s software procurement site as there are various conditions to be aware of.  In some cases, delivery of pre-packaged software can be installed automatically upon the first call to the IT Service Centre, and in other cases approval, payment and/or manual installation are required.

What is ‘software packaging’ and when might I need it?
IT at UNSW are progressively packaging software commonly used across UNSW. This allows the software to then be automatically delivered (and configured) to the PCs for immediate use. It also allows for easy (and automatic) removal. 

Can I install software myself?
UNSW encourages users to install software under the assistance of IT support staff and to ensure all products have been captured/registered either via a call or email to the IT Service Centre. All staff are also requested to be familiar with the licensing conditions that come with software products as listed on the software procurement pages.
Academics and specific general staff who frequently need to install software on the PC will be provided the ability to do so.

Can I use and install UNSW software on my home PC for personal use?
Some products are available for home use. Details can be found in the Software Distribution section.

I need non-standard software? Can I have it?
UNSW encourage staff to use the standard software products. Where a standard product does not exist to carry out part of your university role, or, only partially accommodates your requirement, IT will assist with the provision/installation of non-standard software.

Can I access my “My Documents” folder if I log into a different machine?
“Yes. The My Documents folder is replicated to the file server.

Am I able to use another person’s computer using my log in?
Yes. Staff will be able to login to other UNSW computers and access your “My Documents” folder and mapped network drives. Staff may find the installed software on other UNSW computers is not the same as on their own computer. If access to different software is required, the IT Service Centre will be able to assist.

Is MS Office 2007 compatible with earlier versions of MS Office?
Yes, MS Office is natively compatible with earlier versions of MS Office and has been setup to save documents in a format that can be opened on earlier versions of MS Office. To ensure there are no incompatibility issues when sharing documents with other users on earlier versions of MS Office, the transition team will set the Office2007 default save format for ‘97-2003 formats.

Is software on SOE computers automatically updated?
We will publish, and update monthly, a list of the currently packaged and supported software products, plus a timeline of what patches or full version updates will be delivered.
Any planned rollout of new software versions (e.g. Adobe Reader) will go through Release and Change Management processes including ample warning and announcements to all staff.

Do I need to download patches or update my anti-virus?
All Desktops and Notebooks will receive their anti-virus and SOE security patches automatically. In the event a major (large) security patch is released by a vendor (e.g. Microsoft), the automated deployment method may be altered to accommodate for off-campus Notebook users.

What about non-security related patches for my software?
The desktop team will pro-actively publish non-security patches for ‘packaged software’ (e.g. Visio Service Pack). Depending on the nature of the patch and the product, IT at UNSW may announce an automated release to all, or alternatively provide the option to ‘pull’ it down.

How long does the migration process take?
Early migrations show that migration typically takes 2 hours per computer, but it can take longer. Migration time is dependent on the amount of data you require to be transferred from the old to the new computer as well as the number of applications you need installed. The more data required to be migrated, the longer the transition process will take.

Will I receive a new computer with the SOE?
Computers that are 2 or more years old will be replaced with the SOE rollout. Computers that have only recently been updated will not be replaced – in this case the SOE will be installed on your existing computer.

How long will my old computer be kept once migration has taken place?
For cases where the computer is being replaced, the migration process includes storing your old computer on or under your desk once migration has been completed. Your old computer will remain at your desk for a period of 2 or more weeks after migration (unless agreed otherwise). This period allows for any data or settings that were not migrated during the transition to your new computer to be retrieved.

For cases where the computer is not being replaced, local data and settings from your computer that was captured as part of the migration process will be retained for 2 or more weeks.

Will my Firefox bookmarks be copied to my new SOE computer?
Yes, the transition team will do this for you.

What training is available for the new Services and how do I request this?
Online training materials and details of classroom training are available in the IT Training section:

www.it.unsw.edu.au/services/training/

Will I have administrative access to my SOE computer?
The new SOE will provide user-level access to the desktop as the default. Whilst this means that staff will not have administrative rights to their local machine, installing additional applications or printers can be done one of two ways:

NB. All UNSW laptops will be deployed with this tool.

Why can’t I save files to my C: drive?
The C: Drive on SOE computers has been setup so that staff cannot save files or create folders. This helps to prevent the loss of data should the computer need to be rebuilt.
To save personal files, the “My Documents” folder is the recommended location to do this. The “My Documents” folder resides on the File Server and is backed up each day.

How can I change my Desktop background (wallpaper)

Why does my laptop “Synchonize Offline Files” every time I log in or log off?
Laptop users have the feature “Offline Files” enabled. This feature synchronises your files and folders saved in the “My Documents” folder with the server each time a user logs on or off. This enables access to the My Documents folder when offline (i.e. not connected to the Network). Any changes made to a file or folder within the “My Documents” folder will be replicated between your computer and the server.

Tip: For laptops users, It is recommended that large amounts of data are not stored in the “My Documents" folder. This increases the time it takes to log on or log off because the synchronisation operation has to accommodate more data. In particular, mail archives can cause problems with synchronisation of offline files.

How can I enable or disable wireless networking and Bluetooth?
Press the wireless network button on your laptop to enable or disable wireless networking and Bluetooth. For HP laptops it is located near the power button and looks like this:


Can I connect to my wireless network at home with my SOE laptop?
Yes. To do this, first enable the wireless networking on your laptop. Press the wireless network button on your laptop to enable or disable wireless networking and Bluetooth. For HP laptops, it is located near the power button and looks like this:

Now click “Windows Start Button” > “Connect To” > “Wireless Network Connection” > Choose your home network from the list and enter the “Network Key” or password for your home Wireless network.