Information Technology Services

Software Frequently Asked Questions

1. Why can't I see a program that I know is on the network?
2. What is "KeyServer" and why do I need the KeyServer client on my computer to use software?
   
3. Do I need to be connected to the UNCG network to use a keyed application and if so, why?
   
4. Can I buy software at a discount from ITS?
5. Which UNCG employees are eligible to purchase Microsoft Office or Microsoft Windows under the Microsoft "Work at Home" program?
   
6. Why are there three different versions of SPSS (or other programs) on the network and what is the difference between them all?
   
7. I'm not ready to move to the new version of Microsoft Office - can I keep using the old one?
   
8. How can I make a suggestion for an application for ITS to buy for campus?
9. May I install software on my computer that is not supported by UNCG?
10. Why must I show "proof of purchase" (and what constitutes proof) for a license that I or my department has purchased for my university-owned machine?
11. What are the penalties for installing software without being legally licensed?
12. Why aren't there enough licenses for Adobe Acrobat?
    

Help and Training Questions

1. Can I get help on how to use an application that's on the network?
   
2. For which software does ITS run workshops?
   

1. Why can't I see a program that I know is on the network?
   Not everyone has access to all of the same software. Because of budgetary rules, software which is bought with "student fee" money may only be used by units with the following characteristics:
   • the unit offers for-credit courses (e.g., DCL)
   • the unit provides direct technology support to faculty developing for-credit courses or to students performing work for for-credit courses
   • the unit provides computing labs directly for student use (e.g., Library)
   In addition, some software may have been purchased by a particular department and therefore is accessible only by the members of that department. A list of software, who can access it, and where it is located, can be found on the Available Software page.
2. What is "KeyServer" and why do I need the KeyServer client on my computer to use software?
   KeyServer is a program that allows ITS to manage software licenses by limiting the number of simultaneous users of an application to the number of licenses that UNCG owns. For help installing software from the network, see: Installing Applications.
3. Do I need to be connected to the UNCG network to use an application managed by KeyServer, and if so, why?
   Because the licenses for these applications are managed by communicating with the license server, you must be connected to the network in order to run them. This is also true for other software for which UNCG owns a limited number of licenses that have their own license managers, such as the Autodesk applications, Maple, Mathematica, MatLab, and Minitab.
4. Can I buy software at a discount from ITS?
   ITS is pleased to be able to offer a number of software titles for purchase at reduced rates to campus affiliates. For information on current offerings see the Software Purchases page.
5. Which UNCG employees are eligible to purchase Microsoft Office or Microsoft Windows under the Microsoft "Work at Home" program?
   

   UNCG participates in the Microsoft Campus Agreement which requires the university to count the number of FTE (full time equivalent) employees on campus, including graduate assistants, and to purchase a license for those staff members whose job function requires the use of a computer.

   Staff in departments such as Facilities Operations, Crafts, and Trades are excluded from the FTE count because their work is not defined as requiring the use of a computer to perform their job functions.

   Work at Home rights are simply an extension of the license that has been purchased for on-campus use by these eligible staff members. Microsoft allows the use of that license either at work or at home for work-related purposes only.

   Similarly, employees may not purchase Work at Home media for additional computers, because the university has only paid for one license per person.
6. Why are there three different versions of SPSS (or other programs) on the network and what is the difference between them all?
   In some cases ITS maintains more than one version of an application because people may have teaching or research needs that require an older version. In most cases ITS will support the "production" version and one version back. Older versions may not be available for new installations. For help on which data analysis program you should use, please contact either the instructor for the course you are taking or contact 6-TECH to be connected to the ITS data analysis specialist.
7. I'm not ready to move to the new version of Microsoft Office - can I keep using the old one?
   You can continue to use a previous version of software which you have already installed on your computer. ITS will provide support for the previous version of Office until a newer version is released. However, ITS will not necessarily make the older version of software available for new installations.
8. How can I make a suggestion for an application for ITS to buy for campus?
   To make software suggestions, contact 6-TECH at 336-256-TECH (8324) or 6-TECH@uncg.edu.
9. May I install software on my computer that is not supported by UNCG?
   For information about installing unsupported software, read: Installing Unsupported Applications on Your Workstation.
10. Why must I show "proof of purchase" (and what constitutes proof) for a license that I or my department has purchased for my university-owned machine?
    All software installed on university-owned machines must be properly licensed, and a record of the license purchase must be maintained as long as the software is installed. Vendors sometimes conduct audits without notice to ensure that license limits are adhered to, during which dated proofs of purchase must be made available. ITS staff may not install software that was purchased by an individual or a department without proof that the software is appropriately licensed. Purchase orders, receipts, invoices, license certificates, etc., that show the software version and number of licenses purchased, are acceptable. If those are not available, original packaging and manuals may also be used. An individual CD or DVD alone is not adequate.
11. What are the penalties for installing software without being legally licensed?
    Fines may be levied by license holders against the individual, department, or institution of up to three times the full price of the software, for each instance where the software was illegally installed. Software piracy may also result in the nullification of software contracts, and result in additional penalties. Do not put yourself, your department, or the university at risk - do not share software and make sure you have purchased the appropriate type and number of licenses for your software.
12. Why aren’t there enough licenses for Adobe Acrobat?
    Many clients who have attempted to access the network installation of Adobe Acrobat are experiencing extended delays in being able to obtain a license and access to the application.
    
    ITS currently owns 36 concurrent use licenses, 11 of which are reserved for the ITS open access computer labs.  This means that outside of the labs, 25 users may use the application at the same time.
    
    These licenses quickly get used up by people who use Acrobat to read PDFs rather than free Adobe Reader, either because their computer is configured to open Acrobat by default rather than Reader, because they do not have Reader installed on their computer, or they prefer to use Acrobat.  ITS has had some success with establishing policy settings that would force Reader to open by default, but those changes are sometimes overridden after automatic software upgrades.
    
    ITS has attempted to address the problem in part by instituting a timeout to ensure licenses are not being used up when other users leave the application open and idle.  See: Adobe Acrobat Timeout Instituted to Ensure License Availability.
    
    Why don’t we just buy more licenses?  ITS has discovered that no matter where the license level is set, they are quickly used up and waits persist.  In addition, Adobe has raised the price of concurrent use licenses by more than 60% making the purchase of additional licenses infeasible as a solution, given the demand.
    
    Adobe has also changed its licensing model, effective as of our May 2013 contract renewal.  Concurrent use licensing will no longer be available outside of physical labs and classrooms.  Adobe Acrobat 11 will be the last version that will be provided through ITS to department offices.
    
    ITS is researching alternatives to Acrobat.  Microsoft Word 2013, which is now available on the network, permits native editing of most simple PDF documents.  This may meet many people’s basic needs for converting documents to, and editing, PDF files.
    
    Clients who need immediate access to Acrobat will need to buy their own workstation licenses through the UNC system designated vendor, CIA (See Adobe Software at UNCG) with whom substantial discounts have been negotiated.
    
    

Help and Training Questions

1. Can I get help on how to use an application that's on the network?
   ITS provides support for some, but not all, software that is delivered through the network. To see what products are supported, and at what level, see the Available Software page.
2. For which software does ITS run workshops?
   ITS conducts workshops on a variety of software applications. Workshops offerings change each semester, so you should check the UNCG Workshops & Event Calendar for current offerings. Commonly offered workshops include Microsoft Office, web publishing, and Blackboard.