Service Update

Subscribe to Service Update feed Service Update
Updated: 6 hours 47 min ago

WebEx Upgrade

Tue, 07/31/2018 - 20:40

Cisco has updated WebEx, NJIT’s desktop conferencing software, to version 33.2.

This version will bring new changes to the WebEx Experience. This includes:

New User Interface: Users should see a new streamlined and more simplistic view. The new interface supports up to viewing 25 video participants in a 5×5 row.

No Download Required: First time users have the option to join a WebEx meeting immediately without having to download the WebEx desktop client.

Ability to stream to Facebook Live: Hosts of WebEx can stream their meeting through Facebook Live.

New Admin Interface: The Webex website will have a new streamlined and simple interface for meeting hosts.

Digital Learning & Technology Support will work to update information and documentation on our NJIT IST Website. If you have any questions, please contact the IST Service Desk at 973-596-2900.

24×7 IST Service Desk Phone Support

Tue, 07/03/2018 - 11:30

NJIT’s IST Service Desk now offers 24/7 phone support. Call the IST Service Desk anytime at (973) 596-2900 or our new toll-free number (877) 889-7685.

In addition to expanded hours, it is possible to:

  • Report an incident or get assistance by emailing or visiting
  • Reset your password using the IST website or calling the IST Service Desk. To protect the confidentiality of your account, you will need to provide your NJIT-ID number as well as your NJIT Photo ID Card number.
  • Receive hardware and software support from the counter in the Student Mall (across from the computing labs).  The counter is open Monday – Friday during business hours.
  • Call Media and Technology Support Services (MTSS) for any issue affecting classroom instruction – (973) 596-3005.


Visit the IST website to learn more.

Changes to IST Service Desk Phone Support

Wed, 06/20/2018 - 11:30

Starting in July 2018, NJIT will expand the IST Service Desk’s phone support. This change will introduce 24/7 phone support, new automated password reset tools, and increased staffing during peak periods (e.g. at the start of a semester).


What’s NEW:

  • How will I get help? The IST Service Desk will now be available 24/7:
    • You will still be able to call (973) 596-2900, email, or visit
    • A toll-free number and web-based chat tool will be added in July.
  • What do I do if I need help resetting my password? You will still be able to reset your password using the IST website  In addition, you will be able to reset your password by calling the IST Service Desk if you know your NJIT-ID number as well as your NJIT Photo ID Card number. You will be asked to provide these numbers in order to protect the confidentiality of your account.
    • NJIT-ID number: An 8 digit number included on your pay stub. We recommend writing this number down and keeping it somewhere safe.
    • NJIT Photo ID Card number: This number can be up to six digits and is printed on the front of your NJIT Photo ID Card. If you do not have an NJIT Photo ID Card, they are available at NJIT’s Facility Systems, Photo Identification and Parking Services Office (Laurel Hall Annex – 131 Summit Street).
  • Who will I speak with when I call the IST Service Desk? All calls will be answered by a US-based call center. Staff are trained and have an understanding of NJIT services and applications. IST management will review the call center’s performance on a regular basis to ensure that service requests and incidents are resolved appropriately.


What Remains the SAME:

  • What if the IST Service Desk can’t answer my question or resolve my problem? As in the past, it will be escalated to the appropriate team at NJIT who will work with you.
  • What should I do if my computer is broken? NJIT staff will continue to provide hardware and software support. The existing counter in the Student Mall will remain open from 8:30 am – 4:30 pm Monday – Friday to provide drop-in support for your computing devices. You can also call the IST Service Desk to log the incident if you require a service call.
  • Who do I call if I am having a problem with a projector during class? This change does not affect classroom support. Call Media and Technology Support Services (MTSS) for any issue affecting instruction – (973) 596-3005.


More information, including the official launch date, will be available later this month.

New Security Service: Cisco Umbrella

Fri, 05/18/2018 - 20:30

On Monday, May 21, IST is deploying Cisco Umbrella, a cloud security platform that provides an additional line of defense against malicious software and other threats on the internet. The new service will block malicious destinations in your browser before a connection is ever established.  The service works when connected to the NJIT network so you will not need to install additional software.

If you try to connect to a known malicious site (i.e. one that hosts malware or has been flagged as dangerous), the connection will be blocked and you will see a message similar to the one shown below.  The list of malicious sites is updated continually by Cisco.

If you feel that a site is improperly blocked you can request access by clicking on “Report an incorrect block”.

Questions on the Cisco Umbrella service or any of NJIT’s cyber security efforts should be referred to the IST Service Desk at 973-596-2900 or

Thank you

Updates to NJIT Webmail and Google Apps

Thu, 05/03/2018 - 10:30

Please note the following changes coming to NJIT Webmail and Google Apps users. If you have any questions please contact the IST Service Desk.

Webmail Chrome Security Notification

Beginning on May 7th, Google Chrome users may see an additional security screen after logging in to WebMail. After signing in, you may be brought to a new screen on to confirm your identity (screenshot below). This extra step will provide an additional layer of security and help prevent users from unknowingly signing into an account created and controlled by an attacker. This screen will only be shown once per new device. Please note that this screen is safe to click through and will only show up on Google Chrome —not other web browsers.

New Gmail

Last week, Google introduced a redesigned Gmail interface for Google account users. The new Gmail provides a number of enhanced features such as:

  • Google Calendar accessible from Gmail
  • Select attachments, delete, and archive without opening emails
  • Ability to “snooze” an email
  • “Nudge” you to follow up and respond to emails that may slip through the cracks

The new interface is currently available. For more information on how to switch, please visit the IST website.

Retirement of Google Drive for Mac/PC

On May 12th, 2018 the Google Drive Desktop Sync client will be retired. This change only affects users who have downloaded the Google Drive for Mac/PC application to sync their Google Drive files directly onto their computer. This app, called Google Drive for Mac/PC,will be replaced with Google Drive File Stream.

Users who are still using Google Drive for Mac/PC may see a popup that will prompt them to install Drive File Stream.

Please note that Drive File Stream is only available for G Suite for Education customers. Users who are using their own personal Google account can download Google Backup and Sync to replace Google Drive for Mac/PC.

Hangout Meets for Video Calls

Starting on May 21st, Google Hangouts will transition over to Hangouts Meet. The new Hangouts Meet features a simpler interface, encryption, and includes the ability to dial in from a phone (U.S. phone numbers only.) For a comparison of Meet vs the current Hangouts, please view the Google comparison chart.