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ITSC

ITSC Actions Based on Student Survey 2013/14

User comments and actions taken

Followings are the summaries of user comments and immediate actions taken by ITSC.

What are the problems you have experienced that require ITSC to take immediate actions for improvement?

User Comments ITSC Responses
EAS – Application Services 
  • I cannot log into the add/drop classes page immediately and sometimes experience problems and need to use the direct link
This is the known bug for the current version of Luminis Portal and it will be upgraded to Luminis V in June 2015.
  • The system is easy to break down when latest GPA is released. It takes a couple of hours or even half of a day to fix it.
ITSC has topped up the system resource in late 2012 to enhance the performance. ITSC will closely monitor the system performance during the assessment result release period.
EAS – Web Services 
  • Sometimes the moodle system doesn't work at really important times.
  • The setting of Moodle and Mahara. It is too difficult to submit our document/ homework through Mahara!! And really annoying.
ITSC will continue to monitor and improve system performance especially during peak traffics.
ITSC will keep performing Moodle/Mahara yearly upgrade in order to benefit from the latest enhancement and bug fix.
  • The files in moodle app cannot be downloaded easily. Sometimes the links do not response.
Moodle Mobile continues the improvement on each upgrade. The latest upgrade 1.5 has been released in July 2014.
New features and functions of the Moodle Mobile can be found at:
http://www.ln.edu.hk/itsc/mobile/moodle
  • The similarity check of the Turnitin system need to be more accurate.
Will pass the message to the Turnitin Support for their improvement.
  • always automatically log out when using internet portal.
  • fail to login to myLingnan Portal such as the login ID error / mismatch with password, / even some case is system rejection.
As a security measures, Portal timeout is 4 hours and 3 Invalid Logon Attempts.
  • common core LCE courses, e-profo/ mahara system: / - the system is extremely unstable and unresponsive, cannot support the usage of LCE courses students. / - If the hardware cannot be improved, then the system should be simplified. (decrease the load) / E.g. some kind of upload system for student to use "offline mahara" to create the file before update. (As the server-depending system is overloading the server.) Maybe even allowing the students to create file as .doc or .html, then to be accepted by the mahara.
ITSC will keep performing Moodle/Mahara yearly upgrade in order to benefit from the latest enhancement and bug fix.
CSS – Multimedia & AV Services 
  • Classroom's projector is not functioning well
Thank you for your message. ITSC will improve the process of pre-checking of classroom facilities. Existing ITSC schedule to carry classroom equipment checking from Monday to Friday in semester period. Please call ITSC hotline at 2616 7995 if you need any assistant. Thanks.
  • The IT system in some classrooms are difficult to use. I need to call the hotline for help.
Thank you for your message. ITSC continues the upgrade and renovation process for classroom IT support. Start from 2014/15, central control touch panel is facilitated in all classrooms in Tuen Mun campus to enhance teaching and learning. Please feel free to call ITSC hotline at 2616 7995 if you have any further comment. Thanks.
  • When borrowing a device, the application form is complicated.
Thank you for your message. ITSC has regular review of application form. Please feel free to contact our staff at ITSC Service Counter located at MB203 if you have any further comment. Thanks.
CSS – Desktop Services Team 
  • Printer failure problem
  • Printer error happened in SEK computer room, malfunction printers in Library and MB412
  • Printer at SEK G/F computer room is guaranteed to malfunction at least once per week, either the followings: / - Unable to send file (print document) from computer to printer. / - 列印內容傾斜 / - Paper jams / - Out of paper/ other materials
  • Printers in 24-hour computer room are always broken.
  • no immediate help when no paper in SEK
  • Printers in SEK computer room, 24, library are often not available. Mostly they got jammed, did not receive files or the octopus sensor did not work.
  • the printers in NAB always have problem. No paper or jam...but it is no staff in there for helping
Printers in SEK-G02 may experience paper errors due to its geometric location where high humidity was observed. ITSC is working closely with the printer vendor to resolve the issue, various workaround are under consideration.
At the moment, ITSC will closely monitor the printer status, and student helpers will check the printer periodically, fix any issues and refill paper as soon as possible.
Users can always contact ITSC through our hotline during office hours for immediate help.
  • insufficient printers and computers for students use at the lab.
At each general student computer lab, ITSC deployed at least two heavy-duty multi-function printer copiers, at most three.
The number of computers and printers in each computer lab is restricted to the minimum usable area requirement for each seat.  Currently the no. of computers already at its maximum capacity in the computer labs at this moment.  ITSC will collect all the users’ comments and convey the request of additional computer labs to the relevant University committee.
  • it'd better to provide staple in computer labs.
We will study the feasibility of providing additional equipment, with consideration of space allocation and security concerns.
  • Helpdesk no person is available and answer the phone.
  • It's hard to contact with ITSC in weekends or out of the office hour if an emergency happens.
  • No 24 hours hotline that I always encounter the wi-fi connection problems at night.
  • The working attitude of the ITSC workers should be improved. Student helpers in 24-hour computer room seldom show up. And usually couldn't help in solving computer problems. The helpers are using their mobile phones and voice messaging during working hours.
There are chances that all our support staff is busy answering call, users can always leave us a voice mail or send us emails. We will get back to them as soon as possible.
In case student helper is not available, you can always contact the ITSC hotline for assistance.
Sometimes, student helpers may be away from the helper room assisting other students in the computer lab. Moreover, the duty of the student helper also includes paper refilling and problem fixing in other computer labs. We are also encounter manpower shortage issue, in which not all the time slots could be filled by student helpers. We are always looking for high caliber students to join us serving students.
We will monitor the working attitude of our student helpers closely, in case of any misbehavior is found, we will take proper action includes considering discontinued the employment contract.
During term period, ITSC provides hostel clinic services until late night, students could get assistance for any hostel or WiFi network issues.
  • much more stronger internet security and antivirus services
All the computers provided by ITSC equipped with internet security and antivirus software. For self-owned devices, students can always contact ITSC for technical questions and advices.
ITSC also provides training courses on Information Security, once in each semester. Students are suggested to attend the session so as to get the important information about information and internet security.
  • to give more privacy to users. it is necessary that other people are not able to see computer screen
It is recommended that students should avoid processing sensitive data (e.g. e-banking, e-payment, etc) in publicly accessed computers, including student computer labs.
  • provide more computer room in NAB
Currently rooms are fully occupied in NAB, and the number of computers already at its maximum capacity in the computer labs at this moment.  ITSC will collect all the users’ comments and convey the request of additional computer labs to the relevant University committee.
  • annual sale of notebook is NOT USEFUL as the discount is not attractive and even more expensive than buying outside
It is guaranteed by the vendor that the notebook price from Notebook Ownership Program should be the same among all Universities for the same brand. And in most cases, the notebook configuration is custom made for the Notebook Ownership Program for all Universities and not available in retail outlet.
  • I cannot login to my WebMail so I call to ITSC. And ITSC solve the problem immediate. I think everything is quite good at this moment.
Noted with thanks
CSS – System Support Services 
  • problems regarding the access to the webmail, sometimes cannot login.
  • Sometimes the webmail system doesn't work at really important times.
ITSC keeps close monitoring on the email system and attempts to fix any problem as soon as possible. Students are encouraged to report any IT-related problems, including the details such as the date, time and screenshots, to ITSC.
Library 
  • cannot tackle the problem of connecting webmail with phones or computer.
ITSC keeps close monitoring on the email system and attempts to fix any problem as soon as possible. Students are welcomed to report any IT-related problems, including the details such as the date, time and screenshots, to ITSC.
  • the printer located in the 1/F library
  • the library printer sometimes can't work.
  • Unavailable databases at the Library.
  • Printers in the library ran out of service but no one repair them immediately.
  • Some computers on the Lib 3rd floor have some problems such being unable to open the LU webmail.
  • borrow notebook and use it for a much longer time
Please contact duty staff/helpers at the service counter located at the information common (IC) of Library for immediate help. You may also report problems to the staff at the circulation counter.
ITSC/LIB keeps close monitoring on the email system and attempts to fix any problems as soon as possible. Students are welcomed to report any IT-related problems, including the details such as the date, time and screenshots, to ITSC/LIB.
ISS – Network Services + Data & System Services 
  • Hostel Wifi connection problem (both notebook and mobile)
  • WIFI connection & stability problem in the campus (hostel and campus)
  • Wifi has become very instable recently and need to wait much long for it to finish the connection.
  • Wifi, unstable, especially in hostel WJY, WHC
  • Wi-fi is weak in campus everywhere! You never fixed! / MBG lecture theatres/rooms weak wi-fi! Amenities building weak wi-fi! / Open areas weak wi-fi!
  • The unstable wifi network in the hostel particularly in some rooms / Even on campus, it is not stable in some of the places such as Wing On Plaza
  • Hostel wifi: / - sometimes have very weak/ no connection even right under the router. / - disconnections while the position of device have not been changed. / - sometimes the device connected to router, but router have no access to the internet.
  • The WiFi in hostel should be improved. It is not stable and disconnection
  • The Wifi service at school can be better.
  • wifi connection not stable and some class room may not connect the wifi obviously.
  • the internet is too slow and sometime cannot be accessed
  • provide faxing services
The WiFi system of southern/northern hostel and campus was built in 2007 and 2008 respectively. It was not planned for high density WiFi connections since there were seldom smartphones or tablets in use during that time.
A southern/northern Hostel WiFi upgrade project which is funded by the UGC has been carried out in 2014 Summer. The project involves the setup of high density WiFi infrastructure to support more handheld devices and provide better wifi coverage at the southern and northern Hostels. More than 300 WiFi Access Points have been installed in this project.
For the Campus WiFi System, a similar upgrade proposal has been approved by the UGC. The project will be started in 2015.
For short term resolution, for example, additional WiFi access points will be installed in the Skylight and Wing On Plaza.
For the unstable WiFi problem in WJY and WHC Halls, ITSC will perform system software upgrade in this Summer to optimize the WiFi system.
Students are welcomed to report any IT-related problems, including the details such as the date, time and screenshots, to ITSC.
  • from September 2013 to approximately march 2014, there was no wifi for windows 8 computers and windows phones. The ITSC guy just told me i couldn't connect, no explanation, and no solution...
To cope with the new handheld devices and systems in the market, ITSC always keeps investigating the compatibility of the new systems/devices and the existing systems. Students are welcome to take the devices to our helpdesk for assistance.

What kind of NEW services or initiatives should ITSC consider in the coming year?

Users’ Comments

ITSC Responses

EAS – Application Services  
  • Maintain the system stable when students do the add-drop action or check the academic result.
To avoid the potential traffic jam during the add-drop action, there was segregation of add-drop period arrangement in the current practice. In addition, ITSC will closely monitor the system performance during the period.
EAS – Web Services  
  • improve the moodle mobile app by making it more user friendly
Moodle Mobile continues the improvement on each upgrade. The latest upgrade 1.5 has been released in July 2014.
New features and functions of the Moodle Mobile can be found at:
http://www.ln.edu.hk/itsc/mobile/moodle
  • Clarify which function at intranet need to open in IE for changing the data as not most of the students know it. It can lower the number of questions.
The question is unclear, please contact ITSC hotline so that we can assist further.
  • Turnitin: not user friendly. Hard to learn the function or use it besides during a course assignment.
Training materials can be found at
Turnitin Official Training:
http://turnitin.com/en_int/services/training
TLC Training:
http://study.ln.edu.hk/tlc/moodle-training
CSS – Multimedia & AV Services  
  • Allow students to borrow presenters
Thank you for your message. Please select Wireless Mini Keyboard in ITSC equipment on-loan form. Which combine the function of PowerPoint control, keyboard and laser pointer and available for student. Please feel free to call ITSC hotline at 2616 7995 if you have further enquiries. Thanks.
CSS – Desktop Services Team 
  • The equipment should be upgraded, such as computers and printers.
  • In computer lab near WJY, computers usually don't work, especially printers. Most of the time no paper. Air conditioner turned on makes the room extremely cold, no button for students to switch off
PCs and printers in computer labs are following the policy of a 4-year and 5-year replacement cycle respectively.
We will consider upgrading parts of the hardware (e.g. increase memory) to meet the basic software requirement.
Printers in SEK-G02 may experience paper errors due to its geometric location where high humidity was observed. ITSC is working closely with the printer vendor to resolve the issue, various workaround are under consideration.
At the moment, ITSC will closely monitor the printer status, and student helpers will check the printer periodically, fix any issues and refill paper as soon as possible.
Users can always contact ITSC through our hotline during office hours for immediate help.
For air conditioning, students can always contact the Facilities Management Division or report to the security officers at the security counter at the entrance of WJY and WHC hall.
  • Lower the price of printing
Discounted printing price for duplex printing is available for most of the Octopus printers in computer labs and Library to encourage reduced use of paper for environment protection.
  • Modification of the online manual and learning materials
ITSC keeps updating online materials constantly to reflect any changes and updates.
  • there should be more computers at the multimedia booth
Due to space allocation and safety concerns, the number of computers already at its maximum capacity at the multimedia booth at the moment.
More computers maybe added if more space is available.
  • arrange staff on NAB computer room
If sufficient manpower is available, one additional student helper will be arranged in NAB206A to assist students.
  • There are many insects in SEK computer room recently. Also some desks that hold the keyboard and mouse are broken.
For the report of insects, we will refer the case to the Facilities Management Division.
We have inspected and reported the damage level of furniture (including desks and mouse pads) in computer labs every semester break to Facilities Management Division and arrange repair and/or replacements.
  • Chinese instruction please & FB page maybe
As English is the official communication language in the University. Users can always contact ITSC for any usage and setting issues.
ITSC is studying the possibility of providing more communication channels.
  • deal with the printer problem more quickly such as jamming paper, no response, etc.
Users can always contact ITSC through our hotline during office hours for immediate help.
  • Printers: Better managed printers at SEK. Improve the quality of printers in SEK or library...as they cannot print detailed words(the page number at the corner of powerpoint slides) (I can show you with successful prints from 康樂樓影印房 and fail prints from campus printers.)
Printers in SEK-G02 may experience paper errors due to its geometric location where high humidity was observed. ITSC is working closely with the printer vendor to resolve the issue, various workaround are under consideration.
At the moment, ITSC will closely monitor the printer status, and student helpers will check the printer periodically, fix any issues and refill paper as soon as possible.
We have instructed our student helpers to monitor the printers closely, fixing issues and refill paper as soon as possible. Please note that we are not able to refill paper on Sundays and public holidays.
Please contact ITSC for any distorted or abnormal printouts, we will further investigate the issues with the vendor to resolve the problems.
  • Student helpers and ITSC staff are helpful
  • Keep going and I believe ITSC can have improvement every year!
  • Pretty nice job.
  • Good services :) Thanks a lot
Noted with thanks
CSS – System Support Services  
  • when other received and open your mail, can i get a message?
It is not technically viable to apply this feature to all internal and external email system due to compatibility reasons
  • email application on mobile phone
The email system will be upgraded to support the feature. The tentative schedule is December 2014.
  • change the university hotmail to gmail
ITSC will study this suggestion.
  • find the causes of webmail connection problem
ITSC keeps close monitoring on the email system and attempts to fix any problem as soon as possible. Students are encouraged to report any IT-related problems, including the details such as the date, time and screenshots, to ITSC.
ISS – (Network Services + Data & System Services)  
  • Hostel Clinics = nothing / I can’t see any helpers
The IT Clinics opens between 7pm and 10pm every Monday, Wednesday and Friday during term time. Student helpers will report onsite duties at Hall B, Hall F and Wu Jieh Yee Hall during the above period. ITSC will make announcement about the IT Clinics by emails and posters. Students are welcome to seek assistance regarding any IT related problems in the IT Clinics
  • wifi need to become more stable, strong & improving.
  • Wi-fi is weak in campus everywhere! You never fixed! / MBG lecture theatres/rooms weak wi-fi! Amenties building weak wi-fi! / Open areas weak wi-fi!
  • In campus, I cannot use Lingnan wifi on my mobile phone. I hope ITSC can solve this problem.
  • Speed up the internet
  • Better WIFI network in the hostel
  • The wifi service is really a disaster in hostels. Always keep connecting and even disconnected.
  • Sometimes when I'm doing online assignments and the wifi suddenly disconnected really cause big inconvenience. In fact, we have reported this problems for many times and the situation only got worse and worse, I have never seen improvement on this. Except from the wifi connect on computer
  • My mobile can never connect wifi this year when I'm at my room. I think it should be improved in order to provide better internet service in hostel. The wifi connection problem really caused huge inconvenience when I was doing assignments.
The WiFi system of southern/northern hostel and campus was built in 2007 and 2008 respectively. It was not planned for high density WiFi connections since there were seldom smartphones or tablets in use during that time.
A southern/northern Hostel WiFi upgrade project which is funded by the UGC has been carried out in 2014 Summer. The project involves the setup of high density WiFi infrastructure to support more handheld devices and provide better WiFi coverage at the southern and northern Hostels. More than 300 WiFi Access Points have been installed in this project.
For the Campus WiFi System, the similar upgrade proposal has been approved by the UGC. The project will be started in 2015.
For short term resolution, for example, additional WiFi access points will be installed in the Skylight and Wing On Plaza.
Students are welcomed to report any IT-related problems, including the details such as the date, time and screenshots, to ITSC.