Emergency

Avoid Emergency

  • Familiarise yourself with all sections of COMP : Personal
  • Do not let others use your computer. If they must, create accounts separate from yours. Keep your password private: [M, W]
  • Keep fluids and kids away from computer. Do not drop computer or throw it into a ditch
  • Do not browse dodgy/unlawful sites (porn, foreign sports streaming, hacked software repositories). Do not download software except from trusted sources. Never enter computer password unless it is part of a process you understand and expect. Do not install games. Never install Flash. In doubt? cron@mit.edu

Prepare for Emergency

  1. Put cron@mit.edu on speed dial
  2. Backups:
    • Remote backup: Code42 (formerly 'CrashPlan')
    • Local backup: Time Machine [M], File History [W]
    • Check backups frequently [M, W]
    • Practice restoring file from backups using your primary computer and in the case of Code42, from any other device [M, W, Code42]
  3. Prepare a Plan B: 
    • Create your own account on spouse/other computer. Prepare account with certificates, Zoom. Alternatively have iPad or iPhone at the ready
    • Test accessing materials and presenting from your secondary device. This test should include downloading a backed up file to secondary device [M, W, Code42]
  4. Prepare a Plan C [Faculty]:
    • Build 1 week slack into your class in event of cancellation owing to technical issues
    • Have class email list handy
    • Keep hardcopy of class materials

In Event of Emergency

  1. Don’t panic
  2. If fluid spilled on laptop, power off immediately and leave powered off for 72 hours with lid in open position. Contact cron@mit.edu
  3. Shutdown computer, disconnect from dock (if applicable), disconnect all peripherals, wait a few minutes, take a deep breath, power back on. Resolved? if not, cron@mit.edu
  4. If cron not available and issue with computer:
    • Attempt troubleshooting tips found here; [M, W]. Do not proceed if the least bit confused. Wait for cron to come back online
    • Contact support.apple.com, or support line for your hardware vendor
    • Refrain from 3rd party advice found on the internet. Most of it is bad
  5. If cron not available and issue with MIT related service: certificates, Zoom, Canvas, Atlas, SAPgui, email etc.
  6. If cron not available and unsure of type of issue:
  7. Hardware repairs:
    • Not handled by cron, nor by IS&T. Contact cron@mit.edu for guidance
    • Best case: 3 days without computer, computer returns with files intact
    • Average case: 5 days without computer, 2-3 days additional restoring account

Getting Help

  • Contacting cron : 6:00-18:00 EST M-F
    • cron@mit.edu
    • Use brief, meaningful subject line. Prefix ‘URGENT’ or ‘EMERGENCY’ if applicable. For example: ‘URGENT: Atlas Inaccessible : Authentication Error’
    • In body of email, provide full, detailed description of issue. For example, if the issue is with accessing Atlas let us know:
      • if using Macintosh or Windows
      • the browser you are using
      • the exact URL you are trying to access (it will begin ‘http://…' or https://…')
      • the exact wording of error message and/or screenshots
    • Do not cc or bcc any mailing lists when emailing cron@mit.edu
    • If you are having multiple issues, please write separate email for each issue
  • Contacting IS&T : 24/7
    • 617-253-110
    • servicedesk@mit.edu
    • Use brief, meaningful subject line. Prefix ‘URGENT’ or ‘EMERGENCY’ if applicable. For example: ‘URGENT: Atlas Inaccessible : Authentication Error’
    • In body of email, provide full, detailed description of issue. For example, if the issue is with accessing Atlas let us know:
      • if using Macintosh or Windows
      • the browser you are using
      • the exact URL you are trying to access (it will begin ‘http://…' or https://…')
      • the exact wording of error message and/or screenshots
    • Do not cc or bcc any mailing lists when emailing servicedesk@mit.edu
    • If you are having multiple issues, please write separate email for each issue
  • Web resources:

Need Help? cron