Self-Help and FAQs

There is an abundance of resources and information available to users in the Med School’s network environment! We realize that our students will have questions regarding the services we offer and how to use them. If you’re here because you are experiencing trouble or curious to learn more about some of our most frequently utilized services, please explore the content on this page – you may find the solution you are looking for. 

As always, if you require assistance, please reach out to the helpdesk by phone at 919-668-6212 or by email at mededit_helpdesk@duke.edu.

There are several things you'll want to do in order to get your new cell phone set up with Duke's systems. There are instructions on how to do each of these in the accordions below.

1) Enroll in Duke Mobile Device Manager (MDM)

2) Set your phone up for Multi-Factor Authentication (MFA)

3) Add your DukeCard to your Wallet

Duke’s Mobile Device Manager (MDM) is an endpoint management system in which users can enroll their personal smart devices.  Enrolling in the MDM system will allow you to connect to Duke’s secure networks with your personal device while on campus and in the hospital.

Enrolling will also allow users to receive Duke email on their phones, to access secure software resources like Epic Haiku, Canto, and more – directly from the user’s enrolled device.

To learn more about Duke Health’s Mobile Device Manager, click the button below:

Learn About MDM

To enroll your device, click below:

Enroll My Device in MDM

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MFA boosts digital and data security in that it requires more than just a password when a user endeavors to access a resource.  It works by having a user authenticate their log-in credentials through a second device (smartphone, tablet) belonging to the user.  It is meant to verify user credentials used to log in to a resource that actually belongs to that user!

Setting up MFA will require you to download the Duo Mobile app from your relevant App Store.  Once installed on your device and your phone registered, Duo Mobile generates a security key or approves a log-in request via push notification.  Alternatively, users may opt to have a code sent to their smartphone via SMS or receive a phone call to authenticate if Duo Mobile is not set up or is functioning properly.

Click below to learn more and enroll in MFA:

MFA Setup Instructions 

DukeCardLogo

You can now access your DukeCard right from the Wallet app on your iPhone or Apple Watch! Once set up, you can hold your device near the card reader on our ePrint printers in TSCHE. You can also use it to get into the gym, pay for food and other items with your FLEX funds on the main campus, and access other buildings and spaces after hours.*

Add DukeCard to Apple Wallet

*Unfortunately, the hospital side has not implemented the new scanners, so you won’t be able to use this feature in the hospital or clinics.

To configure your device for mobile Epic access from your smartphone or tablet, you must first enroll the device in Duke’s Mobile Device Management (MDM) system. Instructions for enrollment are be found below:

Duke MDM Enrollment 

 

*Mac Users - After enrollment, please check the following settings to prevent future data syncing issues:

a) Navigate to Settings > Passwords & Accounts > Exchange ActiveSync

We recommend turning OFF Reminders, Notes, and Calendars as these data categories should already be syncing with your personal iCloud or Gmail account.

b) Navigate to Settings > Contacts

Make sure that the Default account is set to iCloud.

Continue to set up Epic access:

  • The Tunnel app should automatically install along with many other applications and bookmarks.
  1. Open the DH App Store and download Haiku if you are using iPhone or Android. Download Canto if you use an iPad or Android tablet (Canto is optimized for larger screens).
  2. Once installed, it may take some time to configure itself properly. When you open Haiku or Canto, you should see two things that indicate proper configuration:

The top of the app should read ‘Duke Maestro Care’

VPN box should appear in the status bar next to the time at the very top of your device

  1. Continue to log in with your NetID and NetID password.

If you do not see the above indicators:

  1. Ensure both Haiku or Canto AND Tunnel are installed
  2. Try opening the Tunnel app, and tapping continue, or accepting any prompts on launch
  3. Force quit Haiku/Canto and try again
  4. Turn your device off and back on, then retry the steps listed above
  5. Contact the helpdesk for further assistance
Self Service

Our Mac management software has its own app called Self Service. Think of it as an Apple App Store. Here, you will find other apps we make available to the class. There are also handy bookmarks for getting IT help, updating ePrint funds, acquiring Adobe products for free, enrolling your mobile device(s) in the Duke Mobile Device Manager system (MDM), backing up your Mac, and more.

Duke negotiates with vendors to make software available to the Duke community for discounted rates or, in many cases, for free. Go to Duke's software site and sign in with your NetID and NetID password to browse all available software.  Click the button below to go directly to the site:

Duke Software Site

 

Useful software recommended by your Helpdesk staff:

 

  • Adobe Creative Cloud
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Duke students with a current NetID have access to Adobe Creative Cloud software applications at no cost!  Instructions for logging in to Adobe Creative Cloud and downloading software are found by clicking below:

Adobe CC

 

  • Notability
    NotabilityLogo2

Notability is a powerful yet wonderfully simple note-taking and PDF annotation application for iOS and Mac devices. Notability starts at $8.99 from the App Store. Explore its features, download, and get started with Notability by clicking below:

Notability

 

Nobody wants to lose their data, whether it be important school/work documents or the countless pictures of your cat, dog, or newborn baby. We store priceless information on our machines and rely on them to keep our data safe. Anything can happen, though, which is why we highly recommend maintaining a current backup of everything.

It is critical that you back up your data regularly.  We STRONGLY recommend backing up your data at least once per week!  Additionally, your backups need to be encrypted for security purposes!  Hardware can be replaced, your data cannot!

Backing Up Your Mac

TimeMachineLogo

Set up Time Machine to create backups to your external hard drive by following these simple steps:

a) Plug in your external hard drive

b) Open System Preferences > Time Machine

c) Select Your External Hard Drive

d) Check ‘Encrypt Backups’ on the bottom left and then click ‘Encrypt disk’ on the right

e) Enter a password you will not forget!

f) Check the box at the bottom that says ‘Show Time Machine in Menu Bar"

g) Once completed, eject your external hard drive:

            -Select the drive on the desktop

            -Press Command and ‘E’

            -Click ‘Eject All’

If you get stuck, there is a short tutorial in Self Service under ‘Bookmarks’ that can help you or contact the helpdesk for assistance.  Instructions from Apple for creating backups are found here:

Time Machine Backups

 

Backing Up Your PC

FloppyDisk

There are several ways to back up your PC.

  1. Select the Start button, then select Control Panel System and Maintenance > Backup and Restore.

  2. Do one of the following:

    • If you've never used Windows Backup before, or recently upgraded your version of Windows, select Set up backup, and then follow the steps in the wizard.

    • If you've created a backup before, you can wait for your regularly scheduled backup to occur, or you can manually create a new backup by selecting Back up now.

    • If you’ve created a backup before but want to make a new, full backup rather than updating the old one, select Create newfull backup, and then follow the steps in the wizard.

While on campus at the Med School, you will connect to the WiFi network

WiFiLogi

called ‘clubs’.  This is the encrypted WiFi network for Duke Health.  If you connect to a network other than clubs while on campus, you may not have access to resources like BlueDocs.

Laptops: Sign in to clubs WiFi network with your NetID and NetID password. When prompted to verify a certificate, click ‘Continue’ and either place your finger on the Touch ID reader or type your local computer password to complete sign-in.

Mobile Phones: Will automatically connect to aces when enrolled in Duke MDM system. See the question below to enroll your device.

Duke Medicine has its own VPN that is separate from the University VPN system. Any students wishing to access patient data systems away from Duke Campus must be connected through the Duke Med VPN to do so.

 

How Do I Access Duke Med VPN for off-campus use?

Multi-factor authentication is required to utilize this service.  If you haven't already, you will need to set it up by installing Duo Mobile on your mobile device before attempting to connect to Duke Med VPN.  Duo Mobile is used to generate a security key or approve a login request via push notification.  MFA set up instructions are found here:

MFA Set-Up Instructions

To connect to Duke Med VPN:

a) Open the Cisco AnyConnect Secure Mobility Client app on your computer.  The connection window address field should be pre-populated with Duke Med VPN or dmvpn.duhs.duke.edu.  If not, type the address and then click ‘Connect’.

b) In the Password field, enter your NetID password.

c) In the MFA Option/Second Password field, there are several options:

  • Type 'push' – this will send a push notification to your device – which you must approve via the Duo Mobile app. Make sure you have Notifications enabled for the Duo app.

  • Enter a 6-digit number generated via the Duo Mobile app
  • Type 'sms' – this will send a code to your device, which you can type in
  • Type 'phone' – you will then receive a phone call to grant access

d) Once you approve the notification, the VPN system should initiate and establish a connection (a green padlock icon will appear on the Cisco AnyConnect icon).

 

How Do I Set Up VPN Access On My iPad or Smartphone?  How Do I Access BlueDocs On My Mobile Device Off-Campus?

If you are off-campus and want to access BlueDocs on your mobile devices, we recommend you enroll your phone and/or iPad into Duke's Mobile Device Management (MDM) system. The Tunnel app is installed during enrollment which acts as a VPN client and allows you to access BlueDocs once you are connected.

Enroll My Device in MDM

MaestroCare logo with border

To access Epic/Maestro Care from your computer, you don't need to connect to the Duke Med VPN.  Citrix is its own secure computing environment that allows you to access patient records and other information.  The sign-in process varies slightly from Mac to PC and depends on your preferred Internet browser.  Sign-in instructions for both Mac and PC users through several browsers are found below:

Safari

SafariLogo

a) Go to citrix.duke.edu.

b) If prompted, log in to the Duke Shib with NetID and NetID password and then authenticate.

c) If prompted, click ‘Detect Receiver’.  If a pop-up window appears, click ‘Allow’.  Then click ‘Already Installed’.

d) Once at the Citrix Dashboard, find and click the Maestro Care icon. As the Citrix Dashboard loads, a .ica file is automatically downloaded to your Downloads folder.  Open the file to launch Epic.

e) At the Epic log-in screen, enter your NetID and NetID password.

Google Chrome

ChromeLogo

a) Go to citrix.duke.edu.

b) If prompted, log in to the Duke Shib with NetID and NetID password and then authenticate.

c) If prompted, click ‘Detect Receiver’, or click ‘Already Installed’.

d) Once at the Citrix Dashboard, find and click the Maestro Care icon.  This will download a .ica file to your computer.  Open the file from the bottom left of the browser or open it from your Downloads folder.  Opening the file will launch Epic.

*PC Users: A Security Warning pop-up window will appear after you open the .ica file.  Click, ‘Permit Use’ and the Epic application will continue to load.

e) At the Epic log-in screen, enter your NetID and NetID password.

Mozilla Firefox

FireFoxLogo

a) Go to citrix.duke.edu.

b) If prompted, log in to the Duke Shib with NetID and NetID password and then authenticate.

c) If prompted, click ‘Detect Receiver’.

*PC Users: In the Launch Application pop-up window, leave the defaults as-is and click ‘Open Link’.

    Then click ‘Already Installed’.

d) Once at the Citrix Dashboard, find and click the Maestro Care icon.  In the pop-up window, click ‘OK’ and Epic will load.

*PC Users: In the Security Warning pop-up window, check the box next to ‘Do not ask me again for this site if you wish.  Then click ‘Permit Use’.

e) At the Epic log-in screen, enter your NetID and NetID password.

Microsoft Edge

EdgeLogo

a) Go to citrix.duke.edu.

b) If prompted, log in to the Duke Shib with NetID and NetID password and then authenticate

c) If prompted, click ‘Detect Receiver’.  In the pop-up window, click ‘Cancel’.  Then click ‘Already Installed’.

d) Once at the Citrix Dashboard, click the Maestro Care icon to download a .ica file to your PC.  Open the file from the bottom left of your browser window, or open it from your Downloads folder.  This will launch Epic.

e) At the Epic log-in screen, enter your NetID and NetID password.

Eprint

Duke uses a system called ePrint, which is already installed on your laptop.  There are three ePrint stations in the Trent Semans Building, two in the Medical Center Library, and many others are available across campus.  Each semester, you are allocated $32 in black and white print funds. If your account gets low and you need additional funds, check the link in Self Service > Bookmarks to replenish your account.

To print in black and white, select ‘ePrint_OIT’.  When you wish to print a document through ePrint, you will be prompted for your NetID.  Type it and press Enter.  Then, at a print station, swipe your DukeCard to pay for your print job.

The closest color printer stations are in the Medical Center Library. The Medical Center Library has a color printer on floor 2R and on floor 1 in the Book Collection room.  To color print, first, ensure that you have added funds to your DukeCard FLEX account.  You won't be able to color print with standard print funds allocated to your DukeCard.  You can add funds or check your FLEX account status by signing in with your NetID and NetID password here:

Check Your FLEX account

*If this is your first time printing to the Medical Center color printers you will need to install the driver. To do this open the Self Service app on your Mac and install the ePrint Color - Mudd Library. 

When you are ready to color print, select 'ePrint Color Mudd Library'.

Then go to the printer you want to use and swipe your Duke Badge. Your print Que should be displayed on the screen. Check off the prints you want and press print at bottom of the screen. 

To view a map of printers near your current location, click the button below:

Nearby Printers

If you would like to set up Mobile contactless printing use the link below for instructions.

Set up Mobile Printing

We STRONGLY recommend storing important data/files in the cloud – with either Box Drive or Microsoft OneDrive!  If your computer is lost, stolen, or damaged – utilizing these services may be the only recourse for regaining access to your data if you do not have a recent backup of your data available.

Students have 50GB of cloud storage available through Box and 1TB available through OneDrive.

 

To Sign In To Box Drive:

BoxDriveLogo

a) Open Box on your computer.

b) Enter your NetID@duke.edu at the Box log-in window.  Click 'Next'.

c) In the Duke Shibboleth log-in window, sign in with your NetID and NetID password.

Once logged in for the first time, Box creates a folder directly on the Desktop that makes creating, storing, and accessing files quick and easy.

 

You can also sign in to Box through a web browser:

a) Open a web browser.

b) Navigate to box.duke.edu.

c) Click the yellow 'Log In' button.  When asked, 'Part of Duke?', click 'Continue'.

d) Sign in at the Shibboleth Log In window with your NetID and NetID password.

Once logged in, you’ll be able to see all of the same items in your browser as you would in the Box folder created on your desktop with the first sign-in method. This method of cloud file access may be useful if you find yourself working on a computer other than yours! If you add/remove something from your Box folder online – it will also be added/removed from the folder on your desktop.

*As of June 2021 Box Drive App is not compatible with the new M1 MacBooks. You can still use Box through an internet browser.

There are several ways to sign in to OneDrive:

OneDriveLogo

Before proceeding, make sure you’re signed in to your Duke Microsoft account.  If you are already signed in, you can skip the following two steps:

a) Open any MS Office app and from the dropdown menu, select ‘Sign In’

b) Enter your NetID and NetID password at the Duke Shibboleth login screen

 

To access OneDrive via a web browser (Mac or PC):

a) Navigate to mail.duke.edu

b) If asked to log in to Duke Shibboleth, enter your NetID and NetID password

c) Once your mailbox opens, click the waffle in the upper left of the window and select OneDrive

 

Set up the OneDrive app (Mac):

a) Open OneDrive from Spotlight Search, or by finding it in your Applications folder.

b) In the Set Up OneDrive window, enter your NetID@duke.edu and click ‘Sign In’.

c) In the Your OneDrive Folder window, click ‘Next’ to accept the default location for your OneDrive folder. Click through the other windows to finish the setup. 

Once set up, you can see and access OneDrive files from the folder created in your user home folder (indicated by your NetID).

 

Set Up OneDrive App (PC):

To set up the OneDrive app on your PC, you will need to have accessed your OneDrive storage location from a web browser as described above.  You will need the URL to set up the app properly.

a) Log in to mail.duke.edu and sign in to the Duke Shib with your NetID and NetID password if prompted

b) From your mailbox, click the waffle in the upper left of the page to show a list of Office apps.  Select OneDrive.  Once you’ve selected it, you’re taken to the website that is your OneDrive space. This is the URL you will need to set up the app.  Copy the URL.

c) On your PC, find and open OneDrive for Business

d) When asked ‘which library do you want to sync?’, paste the URL from step (b) into the field and then click ‘Sync Now’.  By default, OneDrive stores files in C:\Users\(Your username)\OneDrive – Duke University on your computer.

 

 

Account Self-Service is a set of tools provided by Duke OIT for managing your Duke Account.  Change your NetID password, set up Multi-Factor Authentication and register your mobile device, manage your Duke Email and more are available by clicking below:

Account Self-Service

A virtual machine is essentially a computer within a computer.  It will allow users to run operating systems and software on their computers that are non-native, or incompatible, with their computer system.  Operating systems and software hosted and offered virtually means that users can access these tools without the need to physically install them on their computers.

Duke OIT provides a service called Virtual Computing Manager that allows Duke community members to reserve virtual machines, access specialized software, or even host their own servers for projects and coursework.  To find out more or to make a reservation, click the button below:

Virtual Computing Manager 

The Helpdesk team also has an assortment of equipment available to students of the Duke School of Medicine community, including

  • Mac Laptops
  • Windows Laptops
  • Laptop Chargers
  • iPad/iPhone Chargers
  • Headphones
  • External Hard Drive

Contact us at mededit_helpdesk@duke.edu to request a loaner. 

Please Note: The loaner program is a service provided to Duke SOM students for School of Medicine (UGME)-related purposes only. The equipment becomes the individual's responsibility at the time of check-out until the equipment is returned to us.


The Multimedia team has an assortment of loaner equipment to suit your needs as a student, faculty, or staff member of the Duke School of Medicine community, including:

  • Windows Laptops 
  • Mac Laptops 
  • Cameras
  • Microphones
  • Wacom Tablet
  • A/V cables: HDMI, VGA, audio

Need a loaner? Please contact a member of the multimedia team to discuss availability and options. 

Please Note: The loaner program is a service provided to Duke SOM faculty, staff, and students for School of Medicine (UGME)-related purposes only. The equipment becomes the individual's responsibility at the time of check-out until the equipment is returned to us.

If one of your Duke Provided electronics is not working correctly, please contact MedEdIT before bringing it to anyone else for repair. The MedEdIT team can not only repair the item but can provide you a loaner to use in the meantime. In addition, we can make sure that the repair doesn’t affect your ability to access Duke resources like Epic and email. 

Before bringing it into the MedEdIT team, be sure to back up your computer and put anything you’ll need access to into Box or Onenote for easy retrieval on the loaner.

These devices are great for entertainment when you need a break. Here is a link to some fun things you can do with your device. 

Fun

  1. On your computer, open Gmail using the account you want to forward messages from. You can only forward messages for a single Gmail address, and not an email group or alias.
  2. In the top right, click Settings
  3.  See all settings. 
  4. Click the Forwarding and POP/IMAP tab.
  5. In the "Forwarding" section, click Add a forwarding address.
  6. Enter the email address you want to forward messages to. (Phone Number@____)
  7. Click Next > Proceed > OK
  8. A verification message will be sent to that number. Copy the verification code.
  9. Go back to the settings page for the Gmail account you want to forward messages from, and paste in the verification code.
  10. Click the Forwarding and POP/IMAP tab.
  11. In the "Forwarding" section, check box for Forward a copy of incoming mail to.
  12. Choose what you want to happen with the Gmail copy of your emails. We recommend Keep Gmail's copy in the Inbox.
  13. At the bottom of the page, click Save Changes.

 

To forward to your phone as a text, fill in your phone number with the email extension related to your service provider.

AT&T

<10-digit-number>@txt.att.net

 

Verizon

<10-digit-number>@vtext.com

 

T-Mobile

<10-digit-number>@tmomail.net

 

Metro PCS

<10-digit-number>@mymetropcs.com