Replacement and provisioning requests were processed through standard procurement, inventory and shipping workflows and recorded in tickets. Support created or reissued purchase orders and completed approval workflows via internal tools (for example Automation for Jira and Workday). Internal inventory and warehouse stock were checked and, when vendor shipments failed or items were urgent, warehouse inventory or loaner kit was allocated; technicians occasionally purchased comparable peripherals locally and recorded expense claims. Compatibility (connector types, keyboard layout, OS/driver/Bluetooth support and required ports) was confirmed with requesters; catalog substitutes were offered when exact models were unavailable and user acceptance or decline was recorded. Wrong‑model deliveries were corrected via in‑person exchanges or reshipments and logged in the ticket. Recipient and address details (including masked carrier portal addresses and private/home addresses) were corrected and labels prepared; support provided carrier tracking links or noted when suppliers emailed tracking directly to recipients. Carrier and delivery anomalies (failed delivery attempts due to recipient absence, parcels marked delivered to mailbox but disputed by recipients, partial deliveries, neighbour deliveries, or misdeliveries) were investigated with suppliers/carriers, documented, and reshipments or alternate carriers were requested when necessary. When no spare stock was available and immediacy was required, support ordered replacements from external suppliers and created purchase orders to procure replacements. Generated carrier labels and tracking numbers were provided to requesters (for example DHL piececodes) and shipments were monitored; orders without supplier-visible tracking were tracked by support and users were notified of expected timing. Defective or damaged deliveries were documented with photos and returned using supplier return labels or arranged for e‑waste disposal; supplier billing or warranty disputes were escalated to purchasers/finance. Unsolicited or incorrect deliveries were treated as suspicious: ordering records were searched, delivery notes collected, findings documented, and fulfilment was paused until provenance was established. Repeated consumable thefts were mitigated by restocking local inventory and recording operational deterrents. Time‑critical requests (events, conferences, onboarding kits) used prioritised ordering, inventory reservation and identical multi‑room kit coordination; responsibilities for on‑site setup or internal pickup points were recorded in tickets. Procurement was paused and documented when a recipient could not be validated in the corporate identity directory or when requesters failed to provide a required delivery address; support issued reminders and closed tickets after repeated non‑response, logging that a new request or re‑open with delivery details was required. Tickets were closed after PO creation, shipment tracking and fulfilment confirmation when available; requests were cancelled or closed without replacement when users later located lost items, approvals timed out, requesters did not provide required delivery information, or requests were declined as personal items. When users purchased items themselves due to support delays, tickets were closed as declined/"won't do" and expense/reimbursement claims were recorded.

Intermittent and persistent headset faults were resolved by a combination of isolation diagnostics, targeted software/firmware remediation, and hardware replacement when faults were hardware‑level or ergonomically unsuitable. Diagnostics that isolated or resolved issues included swapping wired vs wireless units to separate inbound vs outbound audio, substituting vendor USB dongles for Bluetooth and testing alternate host ports (including removing a dongle from a docking station), trying multiple USB cables and host ports, and confirming model feature sets where expected features were missing (for example WL3024 provides microphone noise suppression, not active noise cancellation). Reconnecting/pairing or power‑cycling headsets restored audio in many cases; some Bluetooth headsets disconnected and became unpairable until the PC was restarted, and a host restart or headset power cycle temporarily restored connectivity in those cases. Vendor firmware, driver and diagnostic tools were applied where applicable (for example Jabra Direct/Updater, Dell Command Update, Dell Display & Peripheral Manager, SupportAssist/Optimizer), and vendor factory resets and firmware reflashes were attempted when effective. In one Jabra Evolve 75 + Link 370 case, remote troubleshooting plus a BIOS update and an Intel Management Engine firmware update resolved distant‑voice/echo issues. Technicians documented host‑side changes such as toggling BIOS port/DMA compatibility modes and disabling voice guidance when it caused intermittent microphone muting. Repeated power cycles sometimes restored functionality, but persistent sensor or hardware faults (boom‑up/auto‑mute sensors, unresponsive power buttons, inline controls, overheating, or broken booms/headbands) prompted replacement. Procurement and replacement workflows were used for defective or feature‑mismatched units; purchase orders, cost centers, delivery/return details, return labels and disposal instructions were recorded and defective/used returns were flagged for vendor escalation or reissue. When identical legacy models were unavailable, alternatives were offered, manager approval for private purchase reimbursement was documented, and keeping an old device as a spare or pursuing external repair options was recorded in ticket notes.

Vendor driver, firmware and BIOS fixes deployed via enterprise tooling restored functionality in most incidents. Dell Command | Update, Dell SupportAssist/SupportAssist OS Recovery, Dell Optimizer, Dell Display & Peripheral Manager and Lenovo System Update identified and applied missing BIOS, docking/peripheral firmware and device drivers; those runs corrected many camera, microphone, speaker and external‑display faults. Faulty or problematic drivers delivered by Windows Update (for example Bluetooth or graphics/display drivers) were rolled back or replaced when identified. Third‑party peripherals became usable after approved vendor drivers or vendor apps were provisioned through enterprise channels (for example Wacom and scanner drivers via Company Portal). Driver issuance and installation were sometimes delayed by security vetting or enterprise enrollment/policy; admin elevation or hands‑on intervention was required where permission blocks prevented installations.

Camera‑in‑use conflicts were resolved by closing or exiting the application holding the device; in several Teams incidents closing the other app freed the camera resource and restored video. Intermittent camera freezes specific to Microsoft Teams were observed (users reported video restored temporarily by toggling the camera off/on in the Teams call); these cases used Teams cache clears, sign‑out/re‑sign‑in or reinstall to restore persistent functionality when toggling provided only a temporary workaround. Where app‑specific behavior was present, technicians compared behavior across conferencing apps (for example Zoom vs Teams) to narrow the scope.

Headset and conferencing failures commonly involved Bluetooth/USB profile or endpoint mismatches (A2DP vs HFP, dongle vs direct Bluetooth); incidents resolved after switching endpoints, using a headset’s USB receiver, updating headset firmware/drivers, or issuing wired headsets as interim remediations. Hardware mute controls and media keys sometimes functioned in one app but not in WebRTC/Twilio or browsers; investigations used multiple headsets/browsers, Twilio Heart Monitor diagnostics and browser cache/permission checks. Repeated browser/WebRTC disconnects were linked to Windows audio exclusive mode being enabled; disabling exclusive mode removed repeated disconnect behavior. Acoustic feedback or metallic/unintelligible uplink was resolved by changing the active microphone or using headsets.

Faulty ports, cables or docking/hub hardware produced short‑lived USB connections and intermittent disconnects when driver updates alone did not help; replacing cables, ports or docking hardware restored stable connections. External displays and projectors reappeared or began showing expected content after BIOS or driver updates, vendor peripheral tooling runs, sign‑in/power‑cycle reinitialization, or switching display modes (extended vs duplicate); several screen‑share/screen‑transfer failures were restored by updating display/graphics drivers. DisplayLink USB devices reporting Error Code 31 were remediated after approved DisplayLink/Synaptics driver packages were provisioned via enterprise channels or after admin elevation where permission blocks had prevented driver installation.

macOS incidents included Teams cache clears, reinstalling Teams, re‑toggling macOS camera permissions and device restarts; microphone faults in conferencing apps sometimes involved Audio MIDI Setup or application‑level device selection and required adjusting aggregate/input routing or reselecting the correct input. Camera privacy shutters or physical sliders were noted as causes of ‘no camera’ reports. Windows Hello camera registration failures and inconsistent camera permission states across apps were observed; reported resolutions involved correcting app/OS camera consent or registration state and, where enterprise policy or consent flows were implicated, administrative approval or enrollment adjustments.

Complex WebRTC/Twilio and cross‑app investigations used OS/browser setting checks, multiple headsets/browsers, Twilio diagnostics and browser cache clears; diagnostics were collected when no single definitive root cause emerged. When remote driver/firmware updates and enterprise tooling did not restore functionality, technicians performed hands‑on diagnostics, reimaging, BIOS/hardware tests, or hardware replacement; persistent hardware‑level camera, microphone or headset faults required device replacement or onsite repair where faults were confirmed.

Connector and port compatibility problems were resolved by first identifying the requester’s exact host model and inventory status, then supplying or ordering known‑compatible adapters, cables, hubs or docking stations. IT procured and provided catalog items such as USB‑C to HDMI adapters (and VGA→HDMI where required), USB‑C docks and travel docking stations (for example Dell DA305/DA310), USB‑C hubs, USB‑C→RJ45 Ethernet adapters, and USB‑C‑compatible travel mice to cover mobile needs and inventory gaps. Failing or damaged USB‑C cables that caused dock connectivity loss or charging failures were replaced with known‑good cables to restore data and power. Incorrect shipments were reordered and replacements or compatible alternatives were shipped to the user’s delivery address or made available for pickup; procurement details (cost center, PO number, shipping method), courier contacts and tracking information were recorded and emailed. When devices appeared physically connected but inactive (for example a headset attached via a dock), the device became usable once selected in the host OS audio controls; endpoint/device‑restriction policies were reviewed when relevant. For private or unsupported peripherals IT recorded that such devices were unsupported and advised users to purchase required adapters or peripherals privately and submit reimbursement documentation via Workday when applicable. When hardware requests used the wrong administrative information, requests were declined and users were asked to resubmit with the correct cost center as shown in Workday and to provide details of equipment already received (make/model and connector types) so IT could avoid sending incompatible or duplicate hardware; no replacement hardware was shipped until a corrected provisioning request was submitted.

Printer discovery and add failures were traced to multiple root causes and resolved as follows. On Windows clients, searches had returned printers from the wrong site when the OS discovery/search‑location setting was incorrect; support selected the correct discovery/search location in Settings > Bluetooth & devices > Printers & scanners and refreshed the list so site printers appeared and could be added. In cases where printers were not visible because they were not assigned on the print server, administrators assigned the printers to the user account on the print server and the printers then appeared for installation. At least one client-side bug/missing feature prevented discovery until a system update was applied; after the update the client listed and installed the site printers. In one Windows 11 case the client reported a "connection failed" during the final setup step; that system produced a successful test print when physically present at the Ulm site, indicating that local on‑site network access was required for the final connection. For macOS clients, connecting to the corporate Wi‑Fi and adding printers manually by IP resolved discovery/connectivity when the OS search did not locate the device (examples: FRA1 Buerotrakt Nord 7.23.221.100 connected successfully; FRA1 Empfang 7.23.221.51 required local IT assistance). Support also clarified that administrative rights were not required to install IT‑approved apps from the Company Portal.

Technicians restored functionality by diagnosing and correcting physical connector, cabling and device hardware faults and by matching cable types and topology to the hardware. Faulty, incorrectly rated or torn HDMI/DisplayPort/AV/USB‑C/power/data cables and damaged connectors were replaced from on‑site spares or shipped stock and replacements were retested with multiple user systems or a technician laptop. Missing small power/data leads for peripherals (for example a Meeting Owl missing a Micro‑USB lead) were located and replaced from spares or ordered and shipped. Loose or unplugged connectors were reseated and secured; where rear clearance was limited angled adapters, rehanging or swing‑out/hinged mounts were used to regain port access and inaccessible connectors prompted on‑site technician or contracted vendor installation. Wireless presentation and USB receiver devices that had frozen or become unresponsive were restored by physically re‑plugging the unit or receiver; transmission was then verified. Clustered or tangled cabling was reorganised where necessary — in one case rearranging computer/HDMI wiring restored correct projector activation when connecting HDMI. For long runs a short local HDMI/EDID patch lead was inserted to recover handshakes before installing appropriately rated longer cables, and technicians provisioned standard longer HDMI leads to lecture rooms and distributed bulk shipments to reception points. When video loss coincided with USB or input‑device failures, docks were tested independently and laptops were connected directly to displays to isolate faults; faulty docking stations, TVs' HDMI ports or laptop HDMI outputs were identified and either replaced or worked around (for example moved to a functional HDMI input). Displays or projectors showing hardware‑failure signs (for example audible crackling) were swapped or replaced and portable screens were deployed as temporary workarounds when replacements or access were delayed. Digital‑signage and wireless presentation players were reconnected to the correct HDMI input, supplied with short HDMI/EDID patch leads where needed, and vendor devices were ordered/provisioned and configured as required. For remote or off‑site requests technicians requested photos of cable ends/connectors, confirmed replacement cable specifications, obtained delivery addresses and cost‑center details, ordered and shipped replacement cables or devices with tracking, recorded purchases and inventory changes, and stored spares in designated on‑site stock locations. Structural or electrical issues (for example outlet replacement or permanent cable re‑routing) were referred to Real‑Estate/facilities as outside standard IT support scope, and users were sometimes advised to procure proprietary consumer cables when appropriate.

Affected classroom and large-format displays (including Sharp units) had their input mapping configured incorrectly in the display's External Device Management settings. The Advanced Input Signal was switched to the HDMI port actually in use (for example, changed to HDMI1). After switching the display's advanced input selection to the correct HDMI port, the laptop's external output displayed normally. This behavior was observed with Windows 11 workstations (Dell and others) and occurred across source types such as PowerPoint presentation mode and HTML/browser-based content.

Investigations found two primary causes. In many incidents a closed physical privacy shutter or integrated slider was physically blocking the lens; opening the shutter restored live video in Teams/Zoom. In other incidents missing or outdated camera drivers or firmware were responsible; installing vendor-supplied camera/firmware updates and applying Windows Updates returned the camera feed. Vendor update utilities cited in resolved cases included Dell Command Update, Dell SupportAssist and Lenovo System Update. Prior troubleshooting such as Device Manager checks, app restarts or BIOS/driver attempts had not resolved shutter-block cases until the physical shutter was opened. Some occurrences followed Microsoft camera/privacy notifications but were resolved either by opening the physical shutter or by applying the vendor camera/firmware updates and restarting.

Incoming- and outgoing-audio failures were traced to incorrect Windows audio routing, browser/WebRTC device conflicts (including page-level WebRTC initialization), and vendor headset firmware/driver bugs. Recorded resolutions included: selecting the headset as both the Default Device and Default Communication Device in the Windows Sound control panel which restored incoming audio; switching the app/browser to use the headset microphone instead of a system monitor/stereo-mix device and correcting site microphone permissions or WebRTC/extension state which fixed outgoing-mic and mute behavior; clearing browser cache, reloading the web app, or reinitializing/disabling/re-enabling the WebRTC/browser extension which resolved incidents where ringing or audio only worked on a particular web page; closing or restarting other applications (notably Microsoft Teams) that were holding or redirecting audio devices which removed conflicts; applying headset vendor firmware/driver updates (for Dell headsets via Dell Peripheral Manager) which resolved device-specific failures; testing both USB-dongle and Bluetooth connections which showed some headsets behaved inconsistently across transport types; and performing system or app restarts or, in several cases, an overnight OS/driver clear before normal audio behavior returned. In at least one support session an alternate call path (Teams) was used as a temporary workaround when Vonage mute controls or audio failed.

The root cause was that the new Teams app had not been granted microphone access in macOS Privacy settings. Enabling Microphone access for the new Teams app in System Preferences > Security & Privacy and fully quitting/reopening the Teams app allowed the permission change to take effect; the integrated microphone then worked in Teams.

Incidents traced to two primary causes: network/provisioning failures in adapters/players and defective AV endpoint hardware. Observed behaviours included devices reporting HDMI link but showing no video, loss of heartbeat in vendor portals, and failure to obtain or retain DHCP/gateway addresses after power or cable events. Practical outcomes and fixes recorded across tickets: Birddog encoder/decoder units that had lost DHCP or network configuration resumed streams after unit power‑cycles and reseating the orange C7 Ethernet connector. Projector‑integrated LAN adapters returned to operation after vendor personnel removed and restored adapter power. Viewneo players exhibited two failure modes: some required re‑registration or reconfiguration in the vendor portal to restore the device heartbeat and allow playlist updates; others returned to normal after network, HDMI and power connections were reinserted and the box was power‑reset; a small subset that remained network‑reachable but reported no IP/gateway after reboot were diagnosed as defective and were replaced. Several incidents required cycling the TV input/source to restore visible content once the player resumed streaming. End‑to‑end tests with multiple host laptops and replacement HDMI cables reproduced link/no‑image behaviour, indicating the root cause was in the network/provisioning layer rather than source devices in many cases. Separate incidents with EzCast hotspots showed the device had lost Internet connectivity and ceased broadcasting wireless credentials; rebooting the EzCast restored Internet access, resumed credential broadcasting and re‑enabled client connections. For new deployments, preconfigured Viewneo boxes completed setup successfully when the site LAN port was placed into the correct VLAN (example: VLAN 500 at Potsdam) before devices came online. One ticket documented a client‑specific casting failure: a student’s private Microsoft Windows laptop could not connect while institution and instructor devices could; no definitive remediation was recorded for that case.

The issue was resolved by performing a full Windows reinstallation using Dell SupportAssist OS Recovery. Prior attempts such as restarting and running Dell Command Update did not surface driver updates, and SupportAssist would not start from within the OS, so a platform recovery reinstall restored the biometric device functionality.

On‑site inspections and physical remediation removed safety and logistical barriers and delivered usable workstations, telephony, AV and LAN‑attached device installations. Technicians verified mains and power strips, restored power where rooms or mains had been switched off, isolated and removed immediate electrical hazards, and replaced unsafe or damaged power and network cabling via facilities, approved electricians or vendor procurement when required. Where outlets were insufficient, additional multi‑socket power strips were provided so equipment could be powered without unsafe daisy‑chaining. Cable routing was re‑laid and secured through ducts, channels, cable‑bridges and floor boxes; obstructive under‑desk cabling and monitor‑arm assemblies were corrected; and loose or exposed AV/HDMI leads that created trip hazards were addressed. Missing USB‑C and AV cables were located or procured and installed so laptops could connect to docking stations and monitors. Missing patch‑panel/network outlets or peripheral mounting points were located, mounted or coordinated with facilities and electricians; ceiling and wall electrical or mounting work was scheduled with contractors and installations requiring new mains or HDMI were procured and installed once infrastructure work completed. WLAN access points and other networked devices were rebuilt and re‑cabled where necessary and LAN‑only devices were commissioned on site once credentials were available; reachable devices were recorded (including IP addresses) and mapped to switch/port information where switch labeling allowed, with notes where exact mappings could not be determined. Technicians handled telephony inventory and removed legacy or surplus devices when requested. For AV and presentation environments technicians set up projectors and large‑screen displays, connected presenters’ laptops, pre‑loaded content, and — where devices required it — completed initial device activation and configuration steps (including entering activation/registration codes) so large displays became operational. Mobile projectors and temporary displays were relocated between sites when fixed units were damaged or delayed. When sites lacked consumables or spare cabling, required items were shipped from central stock and technicians located, transported and installed available peripherals (monitors, keyboards, mice, docking stations) from IT storage to assemble temporary workspaces. Asset records were verified on site with local contacts and inventory records were updated for accreditation and reporting; initial provisioning used standardized hardware‑box fills and coordinated purchase‑order/Workday logistics to ship and reconcile inventory per location. Consumer TVs, mounts, roll stands, cable reels and remote‑control security holders were procured and installed through vendors as required; samples were tested and retrofit options planned after repeated loss/theft reports. Deployment requests for LAN‑attached environmental/sensor devices were processed and scheduled: technicians verified required LAN ports and mounting locations, engaged contractors, placed and tracked orders/deliveries, coordinated patch‑panel or outlet installations, and commissioned devices on site. Room audio and projection deficiencies were diagnosed by reproducing reported symptoms and engaging local event‑technology contacts or external vendors when faults indicated room installation rather than device defects; additional projection and sound equipment was ordered where room requirements exceeded existing installations. Responsibility boundaries with facilities and local site contacts were recorded where IT did not supply room‑specific consumables or where vendor work was required.

The user's research purpose and project reference were verified and the account was added to the appropriate Azure AD/Intune group (example: IU-DE-AAD-ASS-INTUNE-IT-DevDrive_APP-required), which triggered the device provisioning policy that enabled a local research drive on cloud-provisioned Windows 11 devices (examples: Lenovo T14, Dell workstations). Where automatic provisioning was pending or had been previously denied, administrators created an infrastructure provisioning ticket to allocate a Windows DevDrive (commonly Drive D); the infra ticket and any drive assignment were recorded in the change ticket/IT Service Portal. For devices that had not completed first-time setup, administrators pre-assigned the local drive to the user's account so the drive became visible after provisioning completed. When DevDrive creation returned a smaller-than-requested allocation, investigators checked free disk capacity and determined the OS had limited the allocation (example: to 16 GB); affected users were informed and, in reported cases, accepted the reduced size. Users were provided formal conditions for using the local research drive (for example, no cloud sync and user-responsible backups/data protection) and were notified when the drive would appear. Tickets commonly exhibited no explicit error codes during provisioning or allocation failures.

On-site inspections determined units were defective when persistent display or control failures continued after power‑cycling and resets. Faulty ceiling/mount projectors were removed and replaced: outcomes included like‑for‑like projector exchanges, provision of interim portable projectors to restore rooms (for example a portable unit installed in room 2.05 Venuskeller), or replacement with a large‑format TV (85") where approved by Real Estate. A local vendor handled removal, disposal and installation when required. Reported device symptoms included overheating, audible mechanical noise, intermittent lamp illumination, automatic standby, severely reduced image visibility, and non‑responsive remotes or power faults; affected rooms' staff were instructed to use the wall power/room console to power off units to avoid leave‑on states until replacements were installed. Urgency was coordinated with course management/scheduling and replacements were confirmed operational (for example a Dusseldorf Kunsthalle T0.09 projector was exchanged and verified working on 2024-10-22). Tickets were closed after faulty units were removed and replacement hardware was installed and made operational.

Support isolated faulty pointing devices by testing the suspect mouse across multiple hosts, USB ports, and via docking stations/hubs; when other USB devices worked normally this identified the physical mouse as faulty. For wireless/Bluetooth devices support verified battery replacements where applicable but documented defects that persisted after battery changes. In multiple macOS incidents a paired Magic Mouse had caused left‑click to stop responding across local input devices; those incidents were resolved by turning the Magic Mouse off or disconnecting it. Defective devices were replaced using local IT stock for immediate pickup, courier delivery to users, or procurement and shipping of new units; local IT offices acted as pickup/exchange points (examples included the Berlin IT office and a Kaiserplatz/Reichenhall pickup schedule). Replacements were tracked via asset/inventory management and issuance sometimes required local approval; in one case a Logitech ERGO 5M75 was located on‑site, approval obtained, and the device was left at reception for user pickup. Users returning wireless mice were asked to bring the complete set (including the USB transmitter/dongle). Support reiterated that the USB policy restricted only USB mass‑storage devices and that standard USB peripherals (mice/keyboards) remained permitted. Ergonomic mice were prioritized for users reporting medical needs (for example tendinitis) and in‑office inspection or replacement was arranged when required.

The persistent Teams ringtone was stopped by physically unplugging and reseating the headset connector. After disconnecting and reconnecting the headset, the device ceased emitting the ringtone.

Two distinct root causes were observed and resolved. 1) Endpoint‑management mass‑storage controls: incidents where drives either did not appear or mounted but returned "Access denied" were traced to deliberate security/USB‑lock policies enforced by endpoint management. IT required users to submit a request/ticket for per‑device exceptions; administrators provisioned short, time‑bounded temporary access (examples observed: 2‑day and 3‑day allowances). After the policy change propagated to the workstation (sometimes taking a few hours) and users restarted as needed, devices became visible and accessible. When per‑device exceptions were not permitted, affected users were routed to approved transfer/delivery methods (OneDrive, SharePoint, the SAFE app, or the IU research cloud). 2) System time skew: incidents in which devices failed to enumerate or mount at all were resolved by correcting the workstation clock (a time‑correction script was applied in tickets) and having users restart one or two times; once the time was corrected and policies rechecked the drives mounted normally. Multiple tickets confirmed that filesystem type (exFAT or FAT32) did not bypass management blocks; affected hardware was most commonly Dell with occasional legacy Lenovo observations.

Technicians inspected affected rooms, recorded serial numbers, and documented individual hardware faults across multiple sites. Diagnoses included AV‑splitter binding, failed or aged projector lamps (lamp‑end warnings and very dim images), image and/or audio loss from beamers, TVs failing to power on, broken physical power buttons, visible display damage, intermittent faults not reproducible during inspection, and recurring device failures. Replacement parts and full units were ordered and logistics were tracked through warehouse fulfillment, cross‑site sourcing, shipment tracking, delivery and on‑site installation; irreparably damaged devices were staged for full replacement. Warranty claims and vendor escalations were initiated where applicable (for example a Samsung reception TV was escalated to the vendor Euronics). Temporary mitigations included same‑day warehouse dispatch and on‑site lamp replacement, loaner/receiver remotes for broken power buttons, mobile/tabletop spare projectors and TVs on rolling carts to cover lecture rooms, and cross‑campus sourcing from central warehouses; in one instance a beamer with a lamp‑replacement warning was replaced in place with a TV. Larger site or room‑level replacements and recurring failures were escalated to facilities/real‑estate contacts for approval and ownership was assigned to presentation‑technology contacts; some replacements awaited real‑estate approval before proceeding. Tickets were closed after replacement or delivery, vendor engagement, loaner acceptance, escalation to real‑estate, or when no further user reply was received.

Shortages of available USB‑A connections were resolved by using alternative USB‑A access provided with the hardware or by supplying a multiport adapter when no built‑in option existed. In several cases locating a shipped HDMI/USB‑A dongle restored the needed USB‑A ports and allowed wired mice and keyboards to be used. In other cases plugging peripherals into USB ports exposed by a monitor connected over USB‑C (the monitor’s integrated hub/docking ports) resolved the issue. When neither a dongle nor a monitor hub was available, a USB‑C multiport hub/adapter (specified to provide at least two USB‑A USB‑3.0 ports plus HDMI) was procured and issued for the laptop (example: Dell Precision 5490), and the procurement/approval workflow was used to order and ship the device.

Replacements, diagnostics and configuration changes were performed according to the device and reported symptoms. Identification: required replacement pens/pencils were confirmed from user-supplied photos, product links or device model information; compatibility checks noted Apple Pencil model vs. iPad model. Inventory and procurement: support checked stock when available, located compatible Apple Pencils or ordered replacements via procurement; inexpensive third‑party iPad pens or basic Wacom replacement pens/tablets were obtained per internal guidance. Shipping and tracking: items were shipped (for example via DHL), tracking numbers and shipment status were communicated to users via Teams, and purchase/receipt records were retained. Troubleshooting and support: support attempted pairing, charging checks and unpair/re-pair flows, provided pairing instructions, and offered remote Teams support (and onsite support where applicable); pairing failures that repeatedly timed out (e.g., “pairing took too long”) or where charging/unpairing produced no lasting effect were treated as likely hardware failures and handled via replacement orders or hardware requests. Wacom tablet issues: adjustments to tablet-to-screen mapping and effective resolution were made using Wacom Tablet settings on Windows and macOS when accuracy or mapping problems were reported. Returns and carrier controls: defective returns were recorded when needed; requests for carrier-account features (for example UPS My Choice) were coordinated with vendors and noted that vendor-handled shipments did not always permit enabling carrier-account features. Records: delivery confirmations and receipts were logged and users were informed about replacement status and next steps.

IT first clarified whether users needed a permanent device, a temporary loan, or pickup/shipping and validated cost‑center and approver details before procurement. For ergonomic/posture complaints — including laptops in closed‑lid (clamshell) mode — IT supplied clip‑on or monitor‑mounted webcams so users could look straight ahead. For image‑quality issues IT selected higher‑quality USB webcams (for example Dell Pro WB5023). For managed or loaner systems that could not accept third‑party webcam software (for example online exam constraints) IT provided external webcams as a hardware alternative. For events and rooms the team arranged short‑term equipment loans and reservations (for example Meetup Cam). Procurement used the company catalog and PO workflows; suppliers provided shipment/tracking and devices were shipped to provided addresses or staged for office/campus pickup (example: Student Secretariat/StudSek Waterloohain). IT coordinated pickup, storage, and returns with Office Support and asset management; procurement records included cost center and approval workflow details (example CC21230). Users were notified of expected delivery or pickup windows; tickets were closed after users confirmed receipt, after documented in‑office pickup/return, or automatically after no reply within 14 days where applicable. Requests with incorrect or missing approver information were denied and closed without fulfillment (reviewers recorded 'Won't Do' and no purchase was made).

IT identified and corrected missing or incorrect request details (request type, cost center and cost‑center approver, approver contact, justification including medical recommendations, delivery address, pickup option and device preferences such as handedness, keyboard language/layout, platform compatibility and wireless/Bluetooth requirements). When requesters had not supplied a cost center or equipment request form, agents provided or identified the cost center, advised requesters to confirm billing details via their lead or Workday, and recorded whether the requester completed the equipment request form (which contained address and delivery information). Automation logs and approval histories (for example Automation for Jira) were reviewed and approver assignments and emails were recorded; agents corrected wrong approver assignments, restored tickets to Waiting for Approval when automation had stalled or auto‑closed after inactivity, and recorded declines or approver unavailability. When approvers remained unresponsive, follow‑ups and non‑response were logged and requesters were informed that purchases could not proceed. Procurement created purchase orders and placed orders with suppliers, distributors or retailers when approvals and delivery/pickup arrangements were confirmed; PO numbers, shipment tracking and courier notifications were recorded in the ticket. Requested items were fulfilled when approvals and handover arrangements were confirmed; handovers and pickup were recorded in asset‑provisioning notes. Agents offered in‑stock catalog alternatives when requested items (for example in‑ear headsets) were not in the standard catalog and recorded whether the requester accepted or declined substitutions; procurement was aborted when requesters rejected replacements. Items not in the company hardware catalog were flagged and requesters were informed that third‑party or consumer devices could not be guaranteed to work with company systems; vendor‑software compatibility and ergonomic fit issues (for example headsets causing pressure points when wearing glasses) were documented. Where appropriate, IT advised and recorded requester decisions about alternative acquisition paths such as local site inventory, central Procurement ordering, consumer channels or expense reimbursement via Workday; non‑IT consumables and course materials were redirected to central Procurement and exceptional requests were recorded. When shipment had been dispatched and no further user response was received, delivery was assumed and the ticket was closed; explicit requester or approver refusals were recorded (for example as “Won’t Do” or “Declined”) and tickets were closed. Automation logs, approver contact records, PO numbers and tracking codes were retained in the ticket to support follow‑ups and auditability.

Support recorded user‑reported symptoms and retained attachments/photos when provided (examples: snapped headbands/cables, fractured microphone booms, detached/worn ear‑pads, one‑sided/no audio, intermittent connections, poor fit causing ear pain). Staff assessed inventory and either issued replacements or ordered parts (ear‑pads/full headsets); returned or refurbished stock was redeployed when suitable. When requested models were discontinued or unavailable, approved alternatives or successor models were offered and the user’s preferences (wireless vs wired, ANC, carrying case) were honored where procurement permitted; in one case an earlier-generation AirPods Pro model was ordered when the requested generation was unavailable. Multiple peripherals were handled in a single request when reported together (for example headset + mouse). Purchase orders and approvals were created and tracked in Jira (Automation for Jira); approver assignments were corrected when wrong and approvals recorded. IT placed vendor orders and suppliers were asked to send shipment/tracking information to users’ IU email addresses; vendor carrier/tracking details were forwarded to users. When shipping information or delivery addresses were missing or incorrect, support requested and validated addresses, redirected shipments when necessary, and performed on‑site handovers with receipt confirmation recorded; campus pickup arrangements were also used. Support corrected cost‑center entries in Workday when required. Return shipping labels were not always issued; defective‑item justification was retained in the ticket and users were sometimes advised to keep or dispose of the old unit. Commissioning of wireless replacements was documented: staff completed Bluetooth pairing where required (pairing attempts and use of USB dongles were noted) and recorded instances of unreliable OS Bluetooth stacks affecting connectivity. Tickets were marked Done and some workflows performed an automatic closure after 14 days of no response with a limited reopen window.

Support observed sheet feeding and side‑guide alignment and ran hand‑feed tests; hand‑fed scans were complete and correct, isolating the fault to the ADF. Reported behavior included multi‑feeds (multiple pages pulled together), misfeeds, skewed or partially captured images, duplex-specific failures (including repeated on‑screen error “there was a problem, please scan again” and blurry duplex output in Adobe), and in one case continuous beeping prior to device failure. Device and software context (model, device ID, IP, location, and tools such as Brother iPrint & Scan or Adobe scan workflows) were collected and the issue was escalated to the external service provider. An onsite technician inspected and serviced the ADF — cleaning rollers, replacing worn separation pads and other faulty ADF components — and restored reliable single‑sheet feeding and complete scans. When the device was covered by a service contract, the user was referred to the service provider using the identifier and contact details on the unit.

The user reformatted the supplied WD My Passport drive on their Mac, after which the drive mounted as writable and initial data was successfully copied. IT had suggested checking permissions and offered a replacement unit (with photographic documentation) if the user preferred, but the user accepted the reformatted drive.

Support clarified that Windows-to-iPad second‑display functionality was not a built‑in Windows feature and required third‑party apps such as Duet Display, Splashtop Wired XDisplay or Spacedesk; available connection methods (USB or network) depended on the chosen app. Duet Display required a paid license; the organisation did not license or support Duet and did not allow one‑off individual software purchases without a documented business case. The user was advised of the app options and licensing/procurement constraints and informed that they could either purchase Duet at their own expense (the company would not provide support) or request a company-owned mobile monitor from their cost‑center owner through the normal procurement process; free/alternative apps (for example Spacedesk) were also noted as options.

Support confirmed wrong or defective cables by requesting a photo and verbal confirmation over Teams and recorded shipment/tracking acknowledgements. When an incorrect connector type was supplied (for example USB‑C‑to‑USB‑A or HDMI instead of USB‑C‑to‑USB‑C), IT ordered and shipped the correct cable. When users were uncertain about the required standard, IT provided a Thunderbolt‑capable USB‑C cable to ensure video and power‑delivery compatibility. Defective or intermittent cables (loose/wobbly connectors or intermittent contacts) were replaced; in cases where replacing the cable did not restore the docking workflow, IT procured replacement docking stations and, in at least one case, a replacement laptop. Replacements were shipped and tracked (carrier and transit delays were recorded), and support noted practical details observed on receipt (for example replacement cables that functioned correctly but were shorter than the original). Resolution records included the replacement type, tracking information, and user acknowledgement.

The incidents were resolved when Dell delivered and applied a vendor-supplied update that installed the missing OEM audio driver. After the update the audio driver was present, speakers and microphones functioned, and audio input/output devices became selectable in system settings. In reported cases the vendor update was applied via Dell Command Update. Alternatives that had been suggested but not executed included remote driver installation by IT or returning the device for hands-on repair.

Staff handled temporary loan and on-site setup requests for mobile projectors/beamers, conference/hybrid microphone and speaker sets, meeting webcams (Logitech Meetup and similar), audio towers, presentation remotes, and other peripheral AV items. For hybrid and multi-room events staff collected campus/location and attendee counts, checked IT inventory and existing bookings, coordinated reassignments to resolve scheduling conflicts, and arranged pickup, delivery, assembly and testing on scheduled dates. Where events required simultaneous streaming from more than one room, staff arranged on-site IT support and tested video-conferencing software, cameras, microphones and room outputs in each room prior to the event. When organisers supplied external equipment kits (e.g., a 'Technikkoffer'), staff verified kit contents and compatibility with campus AV and supplemented missing items from IT inventory where required. Logitech meeting webcams were supplied when dedicated audio towers were unavailable; mobile projectors were delivered, assembled and later returned; pickup/return logistics and handovers were coordinated with requesters and Jira automation sometimes flagged due dates for scheduled setups. For classroom audio shortfalls staff recommended and procured Dell Speakerphone SP3022 units (PO-006107) and provided setup/testing support; slide navigation needs were met via front-desk loaner PowerPoint remotes. For larger portable or Bluetooth speaker requirements staff confirmed whether local campus locations maintained inventory not managed by IT and advised requesters to contact campus management; if local inventory was unavailable requesters arranged external rentals (cost center and justification recorded where applicable). Tickets were closed after equipment was returned and confirmed working or when events were cancelled.

Site-scoped printer/copier access problems were resolved by assigning the affected printers and granting location-wide printer/copier permissions in Active Directory / the central print server for the impacted user accounts. After the AD/print-server assignments, the campus printers became discoverable and users could send print jobs. In reported cases administrators applied permissions for named users at IU Hannover Schiffgraben and for a reporting user in Berlin; in another case printers CPGMUC1PR2 and CPGMUC1PR4 were assigned to a new PC user. Assignments typically propagated during the day; restarting the workstation forced immediate provisioning when printers did not appear right away.

Requests were resolved by correcting approver assignments and reconciling cost centers so valid approvals could progress to procurement and result in purchase orders. Requests that had been automatically declined by Automation for Jira after approval timeouts were reopened or resubmitted once approver assignments or cost centers were corrected. Requests submitted via incorrect or non‑hardware ticket types were closed and processed after users resubmitted via the “Hardware - IT Service Portal - Jira Service Management” ticket type; in one case an unintended onboarding/employee‑provisioning process that had been started by the wrong ticket type was removed/deleted. Non‑standard hardware (for example AirPods Pro) required explicit confirmation of the requested variant plus verification of requester name, cost center and CC approver before procurement processed the order. Orders placed through Amazon Business or for items in restricted categories (including contest prizes) required coordination with IT and purchasing; where necessary the ticket approver was corrected to the designated IT approver and procurement then proceeded.

Home‑office peripheral requests were fulfilled either by placing purchase orders via the internal procurement tool or by provisioning items from existing stock; IT asset tags and cost‑centre details were recorded. Supplied items included monitors (including models with integrated docking), docking stations, webcams, headsets, USB tabletop microphones, keyboards, mice (wired and wireless) and ergonomic peripherals. User‑specified models and compatibility constraints (for example USB‑C versus USB‑A connector needs, Windows plug‑and‑play, and dock/hub support) and delivery or pickup addresses were confirmed in ticket threads; preference and usage details (for example preferring USB tabletop microphones over lapel mics) were noted. Where hardware was available IT prepared and either shipped the package or arranged local pickup, and shipment/pickup communications were logged; tickets were marked resolved once items were dispatched or user pickup/receipt was confirmed. Some requests experienced fulfillment delays and required user follow‑up; requests lacking approver action or cost‑centre confirmation were auto‑declined by the procurement workflow.

The approver declined the purchase citing updated IT security policies that disallowed procurement of external storage devices. Automation for Jira then auto‑declined/closed the request and the ticket could not be reopened; the external HDD purchase was therefore blocked and not fulfilled.

A simple system restart had restored the missing Bluetooth enable/turn-on toggle and re-enabled Bluetooth functionality in many reported cases. When the symptom recurred, remediation recorded across tickets included applying pending Windows and vendor-supplied updates and updating or reinstalling Bluetooth drivers. Vendor and MDM management tools were implicated in multiple incidents (observed: Lenovo System Center, Dell Command Update, Intune/Company Portal); running vendor update tools sometimes required administrator privileges. In one Dell Windows 11 incident support recommended running Dell Command Update and rebooting; in a reported Jabra headset case support advised installing the Company Portal app and using a USB Bluetooth dongle as a workaround to restore headset connectivity — the ticket noted the user later confirmed resolution but did not record the exact corrective action. User outcomes were not confirmed in all tickets.

The issue was addressed by ordering replacement peripherals. IT created a purchase order (PO-006326) and procured a replacement wired keyboard and a wireless headset; the supplier shipped the replacement hardware to the user’s delivery address and the ticket was closed after dispatch.

Two distinct resolutions were recorded. In one Windows 11 case the support team reproduced the user’s setup on an identical Dell Windows 11 test device (asset HMJP314); the problem did not occur on the test unit, so the affected user’s machine was swapped with the tested Dell device and the noise‑cancellation functionality was restored. In a separate Windows 10 case the Microsoft Modern Wireless Headset lacked active noise cancellation and the Vonage “outbound background voice cancellation” controls were grayed out for the user due to lack of administrative permissions; the issue was resolved by processing a hardware request through the IT Service Portal and issuing an ANC‑capable headset, which eliminated the background noise being heard by call participants.

Incidents involving built‑in laptop webcams manifested as blank/black video, missing camera devices, degraded video performance in calls, or the conferencing client itself freezing or shutting down the camera (notably Microsoft Teams becoming unresponsive when switching to other apps). Outcomes varied by vendor and app but were frequently resolved by addressing OEM camera and system drivers, BIOS/firmware, and app interactions: Dell systems regained camera detection and normal video after installing updated system drivers and firmware via Dell Command Update or Dell SupportAssist followed by a restart. In multiple Zoom cases, installing updated camera and related system drivers and confirming Windows/app camera permissions restored a usable feed; a subset of app‑specific failures was mitigated by rolling back to an older conferencing client build. Some Lenovo incidents were intermittent and resolved without driver changes; at least one remote driver update was scheduled but not applied. A small number of tickets remained unresolved at time of closure; in those cases technicians documented recommended system update and reboot actions but no confirmed remediation had been performed.

Troubleshooting was performed and the issue was reproduced on the affected device, including killing the Teams process while audio continued; however, no conclusive resolution was recorded in the ticket. The ticket captured the symptom set (group‑meeting video blank/stutter, frozen Teams UI, persistent audio after process kill, camera error on enable) and was marked for further escalation; no permanent fix or final remediation steps were documented in the record.

A replacement headset was provided to the user and handed over in person. The replacement was delivered on 2024-08-07 at 13:05 by the IT staff member who closed the ticket.

When ergonomic headset complaints were raised, an approval workflow (tracked via Automation for Jira) was initiated when required and an alternate headset model was procured through the supplier. Role- or use-case-specific models (for example a Poly wired model designated for study advisors) were ordered when requested and the purchase was recorded against the relevant cost center. Shipment information and tracking were provided; delivery to the user’s provided address (including home delivery) was scheduled and coordinated by the assigned IT contact. Existing headsets were collected/returned after the replacement was delivered. Tickets were marked resolved after procurement, delivery and return were confirmed. If users clarified preferred style after order or delivery, IT recorded the change, advised users of standard catalogue limitations, offered available standard alternatives, or escalated non-standard requests for approval. Separate issues reported in the same ticket (for example unstable home internet) were handled as distinct problems outside of the headset procurement workflow.

IT confirmed the requested pen-tablet model and a valid delivery address, procured and ordered Wacom-compatible pen tablets for Mac and Windows, and provided shipment and tracking information where available (one unit was shipped via DHL). For driver-related issues IT granted or logged permission for the tablet driver installation and, when users lacked local admin rights, technicians performed remote driver installations and updates via TeamViewer (for example, the Wacom One Creative Pen Display driver update was completed remotely). Tickets were closed after procurement/shipment details were provided and driver-installation approval or remote installation had been completed.

Support logged the request for a Poly Voyager Focus 2 wireless headset and an iPhone and documented the additional access requirements (licensed Zoom account, Twilio, Deskbird, nFON/Cloudya, EPOS/CARE, Salesforce, Confluence). The procurement and delivery were placed behind the standard approver workflow and the process was delayed pending approval and delivery coordination; no completed delivery/resolution was recorded in the ticket notes.

Troubleshooting consistently documented Bluetooth stack and wireless USB receiver checks, laptop audio/Bluetooth driver reviews, and use of vendor diagnostic/update utilities. Vendors’ tools recorded as used included Dell SupportAssist, Dell Command Update, Dell Optimizer, Dell Display and Peripheral Manager / Dell Peripheral Manager, and headset vendor utilities (e.g., Jabra software). In multiple cases headset firmware or PC audio/Bluetooth driver mismatches were identified and were resolved when firmware or drivers had been updated via vendor tools; however, several incidents persisted despite tools reporting systems as up‑to‑date. Administrative restrictions or Company Portal policies were repeatedly noted as blocking installation or execution of vendor utilities and firmware updates, preventing remediation in those tickets. One incident with metallic/distorted audio was recorded as resolved after an IT-applied Windows Hello–related configuration change. Several Windows 11 cases documented frequent short disconnects (reconnecting in ~2–5 seconds) during calls with no error codes and no single universal fix identified across the corpus.

Multiple tickets reported crackling audio, one‑way audio and complete microphone non‑detection across internal and external devices in Teams, Twilio and other web/VoIP apps on Dell Windows laptops. Troubleshooting records repeatedly recommended running OEM diagnostics and applying driver/firmware updates via SupportAssist, Dell Command Update and Dell Display and Peripheral Manager; those steps were documented as recommended but did not produce a single consistent confirmed remediation across all cases. Application‑level device contention when Teams and Twilio ran concurrently was noted as a likely contributor to intermittent device availability. Separately, some Twilio/browser cases were resolved by correcting browser media permissions and per‑application audio/microphone device selection, even when Teams audio remained functional. One ticket was auto‑closed without a verified fix; others documented only the diagnostics and the browser/setting correction described above.

The provisioning gap was resolved by creating a hardware request through the IT portal (path: “Ich brauche etwas Neues” → “Hardware”), assigning the approver (Helge Fischer) per Jira Automation, and allocating a wireless headset to the specified cost center (CC30046, DS‑Dresden academic). Shipping was arranged to the provided delivery address and the ticket was completed and marked Done; shipping label constraints (max 35 characters for name/surname) were noted in the record.

The request was classified as non‑standard and forwarded to assessment. Support asked the requester to clarify the purpose, expected permanence, and who would operate and maintain the equipment, to link the full team or move the ticket to the correct component, and scheduled a stakeholder meeting to capture detailed requirements and cost‑center information (cc31004) before procurement or long‑term deployment was approved.

Support confirmed the Jabra Evolve 75e was no longer available and communicated vendor timelines and delays (initial availability estimates slipped from April to September and then remained unavailable). The user was offered three options: wait for the new in‑ear model, purchase privately and reclaim via the organisation's expense process, or accept an alternative in‑ear solution (AirPods was offered as a standard alternative). The ticket was closed after the options were communicated.

Support verified that the necessary printer‑control software was already installed on the iMacs. The team clarified that their scope covered physical setup only and that ongoing device management and further configuration responsibilities belonged to the academic Mediendesign team. The ticket was closed after confirming software presence and handing responsibility to the lab owners.

Support identified the device as a Lenovo and recommended using Lenovo System Update (the OEM update tool available via Windows search) rather than Dell tools. The guidance focused on restoring OEM audio drivers/firmware through Lenovo System Update after the BIOS update; the initial Dell‑centric suggestion was retracted as inapplicable for the Lenovo device.

IT staff confirmed the coffee machine was not owned or supported by IT and redirected the report to Real Estate Services. The user was instructed to file the issue with Real Estate Services via the Jira Service Management portal, and the IT ticket was closed after the handoff.

The support interaction consisted of a Teams message to the user (sent 2025-04-11) and a recorded user follow-up (2025-05-15). No technical troubleshooting, driver or app diagnostics, or external webcam issuance was performed. The request was closed with the status “Won't Do” and no remediation steps were recorded or delivered.