Keeping UH Hilo Connected (ITS Update)

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ITS Jan-Feb 2026

Aloha UH Hilo Faculty and Staff,

The last couple months have been a productive period for the UH Hilo Information Technology Services (UHHITS) team. We have focused on projects that directly impact student success, provide specialized support for faculty research, and modernize our campus technology infrastructure. Supporting Student Success

Ensuring students have the necessary tools for academic success remains our top priority. We have worked closely with campus partners to expand access to technology:

• New Loaner Laptops: We have partnered with the Mookini Library to secure 70 new laptops, which are now available for loan to students who may not have adequate access to technology.

• Library Public Tech Refresh: We purchased 30 new desktop computers to replace aging units in the library’s public areas, providing students with reliable workstations for their studies. We hope to have these deployed by the time of our next newsletter update.

• Testing Center Modernization: We worked with the Testing Center to replace their testing computers and installed a new proctoring camera system to ensure a more secure and efficient testing environment.

• UCB-101 Lab Upgrade: All computers in UCB-101 have been replaced with newer, more capable models.

Research and Departmental Support

Our team continues to provide technical expertise to solve unique departmental and research challenges:

• Securing Research Networks: We have been collaborating with multiple faculty members to secure and optimize networks specifically for their research work.

• Counseling Services Enhancements: We completed work on the Counseling Services server to improve data security while making their digital forms more accessible to their clients.

• Endpoint Management Evaluation: We are currently researching and evaluating an endpoint management solution for the Admin Affairs division and student computer labs. This tool will provide better insight into device health, allowing us to be more proactive with maintenance and support.

Market Trends and Purchasing Advice

We would like to bring your attention to shifting trends in the global technology market that may affect your department's budget and planning. The rapid global expansion of data centers dedicated to Artificial Intelligence (AI) is currently driving up the global cost of computer storage and RAM. This high demand is causing fluctuations in hardware pricing that often occur with little notice.

Due to this ongoing market volatility, many computer manufacturers have shortened the window for their price guarantees, with some placing a two-week maximum on how long their quotes remain valid. We advise all departments to be aware of these factors and plan accordingly if you are considering computer purchases or equipment upgrades in the near future. If you have questions about specific hardware needs or procurement timelines, please contact the Help Desk for guidance. Cybersecurity and System Safety

We have recently observed an increase in malicious software attempts targeting campus computers. We would like to remind everyone to be mindful of what is being installed on your devices and to exercise caution when clicking on links in emails or on unfamiliar websites. The good news is that our rollout of SentinelOne, our next-generation endpoint protection tool, has been highly effective. It has been successfully catching and blocking many of these threats before they can cause harm. By staying vigilant and ensuring your system tools are active, we can continue to keep our campus data secure.

In addition to software threats, we continue to see a high volume of sophisticated phishing attempts. We ask that you remain cautious with unexpected communications and continue to report any suspicious emails by using the "Report phishing" option in Gmail. Taking this step helps our security systems identify and block these threats more effectively for the entire campus community.

The Help Desk is available to assist you with any questions or technical needs you may have.

ITS Nov-Dec 2025

The critical update from your UH Hilo ITS team, highlighting recent accomplishments, important security changes, and ongoing projects to keep our campus network stable and secure.

Recent Accomplishments & Key Project Support

Our team has been involved in operational and planning work with other departments:

• New System Implementation Support: We provide technical assistance for two major campus initiatives:
  • Assisting with another Customer Relationship Management (CRM) system implementation.
  • Assisting with a Learning Management System (LMS) implementation, vital for campus training and compliance.
• A/V and Live Events: Our Audio/Video team supported multiple major live events and is initiating upgrades for more classroom A/V technology and live A/V tools.
• Future Upgrades: We've initiated the process to acquire and upgrade various technologies across campus, including:
  • Purchasing 70 loaner laptops for students to help those who need access to technology.
  • Preparing to perform technical refreshes of more classroom computers.

Critical Windows 10 Security Update

Windows 10 support officially ended on October 14th. While this is a significant security milestone, UH Hilo ITS is working to secure Extended Security Update (ESU) licenses through UH System ITS. These licenses allow computers running Windows 10 to receive critical security patches after the end-of-support date. We are currently working with UH System on the procurement process, pending the approval of a new Microsoft contract. We will provide updates on how this affects your device soon. These licenses are to allow planning of new computer purchases for this and next fiscal year. It is not a way to continue to run old operating systems and old hardware.

Information Security and Systems

Microsoft 365 Account Transition

As of November 3rd, the control of your hawaii.edu accounts in Microsoft 365 is now managed by UH System ITS.

Emails have been sent by both UH System ITS and UH Hilo ITS to affected individuals providing detailed information. This change standardizes management across the UH 10 campuses. You may have experienced some issues with logging into Microsoft with your hawaii.edu account. Please contact the Help Desk for assistance.

Phishing Alert & Reporting

We continue to see a high volume of phishing emails and phone calls. Please remain vigilant!

If you suspect an email is phishing, forward the email to phishing@hawaii.edu immediately or click the "Report phishing" option. This helps protect the entire campus.

Enhanced Security and Management Tools

We are implementing tools to enhance security and streamline maintenance:

• SentinelOne Rollout: We are continuing the rollout of SentinelOne, our Next Generation Endpoint Protection (NGEP) tool. This advanced solution offers superior computer system behavioral analysis and automation to prevent and remediate attacks, replacing traditional antivirus software.

• Endpoint Management Solutions (New): We are reviewing and implementing new endpoint management solutions. This tool will allow us to remotely manage computers (ensuring updates and security) and gather reportable data. We are starting with student lab computers to be more proactive in maintenance and assure a good student experience.

• Copier Security: The Help Desk has verified that the firmware on all known Xerox copiers on campus is up to date. This neutralizes a known security vulnerability used by attackers to survey and traverse the network. We are secure (for now)!

Enhancing Student Experience

Dorm Wi-Fi: We are actively troubleshooting and researching solutions to improve Wi-Fi service in student dorms following reports of inconsistent performance. Please contact the Help Desk if there are specific issues with Wi-Fi.

We appreciate your cooperation as we implement these critical security and infrastructure improvements.

ITS Fall 2025 Preperation

Wireless Upgrades: We've been hard at work boosting your on-campus connectivity! New wireless access points were installed in Kanilehua, Wentworth, and EKH, significantly improving Wi-Fi coverage, especially in student rooms. We also took the opportunity to repair numerous network jacks in Kanilehua to ensure a solid connection.

Classroom Technology: We completed the re-wiring of MSB Room 103 and built out new audio and video technology in various classrooms. These upgrades are part of our ongoing effort to modernize learning spaces across campus.

Student Computing: To give our students a better experience, we replaced all the lab computers in UCB 104.

Behind the Scenes: Our team has been busy with continuous server maintenance, resolving numerous trouble reports, and fulfilling new requests for Banner and ODS reports, including the new engagement fee and EdSights extracts. We are also continuing to update and improve the UH Hilo ITS website.

Important Reminder: Windows 10 is Retiring Soon!

Please remember that Windows 10 will reach its end-of-life on October 14, 2025. This means that after this date, Microsoft will no longer provide security updates or technical support for the operating system. If you have a university computer still running Windows 10, please contact the ITS Help Desk to begin the process of upgrading to a supported version of Windows. This is a critical step to ensure our network and your data remain secure.

Summer Scoop 2025

Image made by Google Gemini Here's the Summer Scoop from your ITS team, keeping you in the loop with all things tech across campus. We're always working to improve our services, and your understanding and patience are greatly appreciated!

Recent Outages

We know outages are never fun, and we appreciate your patience during recent interruptions.

• June 6th: Our Wi-Fi controller crashed impacting about 80% of our Wi-Fi access points on campus. Our Wi-Fi partner recommends we perform some maintenance. We'll communicate the maintenance at a later date.
• June 18th: A few private subnets experienced an outage due to an issue with our Firewall interface. We're working closely with our firewall partner to identify the root cause and implement a permanent solution.
• June 20th: Following a power outage that occurred on June 19th approximately 10:40 PM, we identified a degrading component in one of our two core switches. We've disabled the affected interface, and traffic has been rerouted to the redundant core switch. This highlights the urgent need to transition to our new pair of core switches.

Summer Momentum!

Infrastructure

Summer is a busy time as we tackle key infrastructure upgrades.

• Wireless Everywhere: We're upgrading Wi-Fi Access Points in several buildings, including EKH, Marine Science, Wentworth, Science & Technology, Life Sciences, Kanelehua, and Kehau. (Mahalo to Housing for the access points for the dorms!)
• Core Switches: As mentioned, replacing our core switches is a top priority to enhance network stability and performance.
• Farm Wi-Fi: We're testing our implementation for expansion of the Wi-Fi coverage at the farm.

Classroom Technology

We're gearing up for a technologically enhanced fall semester!

• Classroom Upgrades: We're moving through all of our classrooms and verifying the current technology and performing preventive maintenance. This will be the start of our technology refresh plan for all of our audio and visual systems.

Student Lab Upgrades

We are refreshing computers in some student labs.

• We will replace all the student computers in MSB103, UCB 104, and UCB 105. Instructor computers will be left alone.
• In the student labs, we will move away from our old Single Sign On solution, Comtarsia, and move to Google Credential Provider for Windows (GCPW). This should provide a better experience when logging into these new workstations.

Your Digital Safety & Security

Information Security & Data Governance

Keeping our data safe is a team effort! If you haven't already, check out the slide deck for a comprehensive overview of our security initiatives.

• Trellix (formerly McAfee): Trellix for home use is being phased out, but don't worry! UH System will be providing best practices for home security in the near future.
• Passwords: The stronger, the better! We recommend using four unrelated words and adding some numbers and/or symbols. Easy to remember, hard to crack!
• Duo Multi-Factor Authentication: This is your digital superpower! Please ensure you have two methods for multi-factor authentication. We highly recommend using the iPhone/Android app and having the app on multiple devices (like your cell phone and your tablet). Another alternative for Duo is using a hardware key. If you'd like a hardware key or just get more information regarding hardware keys, contact the Help Desk to pick one up.
• AI Tools: Faculty and staff have access to Google Gemini and NotebookLM with your Hawaii.edu account. NotebookLM is a really cool tool.

Important Software & Hardware Reminders

End-of-Life Software: Plan Ahead!

It's crucial to be aware of software reaching its end-of-life, as this means no more security updates or support.

• Windows 10: Support ends October 14, 2025.
• Office 2016 and 2019: Support also ends October 14, 2025.
• Office 2021: Support ends October 13, 2026.
• Apple Hardware: Apple is phasing out support for Intel cpu based Macs. There are only a few left that will be supported by the new MacOS Tahoe (to be released later this year). Currently, only MacOS Ventura, Sonoma, and Sequoia are supported. You can check the hardware vintage and obsolete list here.

Moving to SentinelOne

To enhance our endpoint security, we will be removing Trellix and installing SentinelOne on all UH Hilo computers managed by ITS. This will happen as we perform routine maintenance or address support requests.

We're committed to providing you with the best possible technological resources and support. If you have any questions or need assistance, please don't hesitate to reach out to our Help Desk.

April 2025 Update

Duo, our multi factor authentication (MFA) solution. We highly recommend that everyone have multiple ways for Duo to contact you. The logical option is to have the Duo app ask for your approval through your mobile device. However, mobile devices run out of battery, fall in the most inconvenient places, or just no longer work. A backup method to contact you is necessary. A good option is to use a second phone number to receive a phone call for authentication. An even better option is to obtain a USB hardware key. A wealth of information regarding MFA can be found on the Hawaii.edu site. Please feel free to contact the Help Desk if you have any questions.

Microsoft is ending support for Windows 10 after October 14, 2025 This means that Microsoft will no longer provide software updates, technical assistance, or security fixes for the Windows 10 operating system. (Older Windows operating systems like Windows 8.1, Windows 7, etc. have long been out of support and should not be used.) Microsoft is encouraging everyone to move to Windows 11. Please check your computer if you can upgrade to Windows 11 by following the instructions on Microsoft's site. If you cannot upgrade to Windows 11, consider purchasing our recommended standard configuration Windows OS desktop or laptop to replace the aging computer.

December 2024 Update

Our Help Desk, Classroom A/V team, and Infrastructure team were extremely busy this past semester. As an ITS team, they have worked on 539 tickets, closing 471 tickets with 463 opened since July 1, 2024. This team of rock stars are making amazing progress as they continue to service your technical needs. Our Help Desk hours are Monday - Friday from 8:00am to 4:30pm (excluding holidays) and we look forward to providing you amazing service.

Many have started using our new Chat Support feature. This is a great way to get in contact with a Help Desk person when you can't get to a phone to call someone. This chat feature gives us the ability to remote control the computer you are on and assist with troubleshooting and resolving the issue immediately. Feel free to give it a go. You can find our chat feature from our Help Desk page or directly at our live chat page. Please remember that you need to log in using your Hawaii.edu account to receive our services. Our live chat hours are Monday - Friday from 8:15am to 3:00pm (excluding holidays). If live chat isn't for you, we can still be contacted via email, phone, or by entering a Help Desk ticket.

There have been a lot of requests as to what computer should faculty and staff purchase. We have created a Windows OS standard and a MacOS standard. Our standards can be found on the Dell Premier site and the UH Hilo Bookstore. More information regarding our standards can be found on our FAQ site. We will start the replacement of many of our computer labs across campus with our Windows OS standard.

Did you know Microsoft is ending support for Windows 10? This means that Microsoft will no longer provide software updates, technical assistance, or security fixes for a computer that runs Windows 10. (Older Windows operating systems like Windows 8.1, Windows 7, etc. have long been out of support and should not be used.) Microsoft is encouraging everyone to move to Windows 11. Please check your computer if you can upgrade to Windows 11 by following the instructions on Microsoft's site. If you cannot upgrade to Windows 11, please consider purchasing our recommended standard configuration Windows OS desktop or laptop to replace the aging computer.

August 2024 Update

Your UH Hilo Information Technology Services (ITS) team has been diligently working to enhance our campus technology. Here are some of the key updates:

1. Classroom Technology Upgrades: Thanks to Reid, Moku, Kevin, and Cheyenne many rooms have been upgraded to meet our latest audio and video classroom standards.
2. Dormitory Wi-Fi Enhancements: Thanks to Daniel, Micah, and Reid, the dormitories have improved connectivity with the upgraded Wi-Fiequipment.
3. Continuous Maintenance: Blaine, Kristi, Kathy, Jeryd, Kayla, and Alek are updating hardware and software to add new features, address cybersecurity concerns, and improve system stability across our campus.
4. UH Hilo ITS website: Our website has been updated to communicate who we are and the services that we provide. We added a Help Desk live chat and remote connection tool to improve our opportunity to resolve the issue on first contact. Visit our Help Desk page to choose your favorite way to interact with our friendly team.

As we begin our new fiscal year (FY25), we often receive inquiries about computer specifications for faculty and staff. To streamline this process, the Help Desk team has created straightforward procedures for purchasing Dell and Apple products:

• UH Hilo Dell Premier Site: Purchase Dell workstations, laptops, monitors, and docking stations. If you need an account to purchase through Dell Premier, please submit a Help Desk ticket. Obtain a quote and follow appropriate procurement procedures.
• UH Hilo Bookstore: Purchase Apple Mac mini and MacBook Pro. The Bookstore accepts UH Hilo IDO as a payment method. You can browse to the Apple products by clicking on "TechHub", then "Department Tech" from the Hilo Bookstore home page.

When procured using the above methods, both Dell and Apple computers come with a 4-year pro support warranty, ensuring reliability and compatibility with the latest technologies. The goal is to maintain a 4-year lifecycle for workstations and laptops, at which point we recommend purchasing new equipment due to parts no longer being available.

We are committed to improving the use of technology and services for our students, faculty, staff, and the entire community. Thank you for your continued support and cooperation.