This Support is available for departments who are willing to accept the central image for wireless presentation devices across campus and allow MSS Classroom Support (CS) to manage the device updates. Here you will find an outline of the services available.

Disclaimer: MSS Classroom Support’s primary responsibility is to the Centrally Managed Classrooms on the Monroe Park Campus and the MCV Campus. As such, MSS Classroom Support management reserves the right to outsource on-site support to locations deemed outside of our support capabilities. Factors may include but are not limited to distance needing to be traveled, parking, access and resource availability.

General Prerequisites

In order to be able to include a Kramer VIA wireless presentation unit on our Centrally Managed system, all of the following must be met and accepted.

Device Must be in a University Owned Building. Hospital Buildings are not supported.
Device Must be on VCU’s MediaNet by way of physical Category cable.
VCU Safenet must be available for users to connect to the device wirelessly.

Only Safenet users will be able to connect to the device due to VCU network services security protocols

Device must be a currently supported model by Kramer Electronic and VCU Media Supported Services. Any other units would require specific approval prior to being allowed on the central system.

Connect Pro
Connect 2

Standard Device Profile

Standard VCU Splash Screen

This is a generic VCU branded splash screen with basic functionality instruction for users.

Screen Mirroring
Youtube player

for video streaming from direct youtube link (HDCP content will not display)

Media Player

Plays media directly from your device by streaming over a separate encrypted path between your device and the VIA Connect Pro for improved video transmission rates compared to mirrored content.

Auto Reboot scheduled for 11:30 pm every night (for device stability).
Note: Other capabilities advertised by the manufacturer are not enabled for security purposes, mostly related to data storage risks

Services Included

Firmware Update Management

The firmware update process is a scheduled process managed by MSS Classroom Support and coordinated with the owning department. Below is an outline of responsibilities for each.

MSS Classroom Support Responsibilities

Test Firmware releases:

Firmware Updates will be tested by MSS Classroom Support on test servers for a minimum of 2 weeks to verify functionality is not interrupted on VCU’s deployment model.

If an operating system, such as iOS, deploys a change to one of their version releases that changes wireless presentation protocols within the applications without proper warning, an emergency update may be applied after brief testing on our test servers. (This occured with the release of iOS 11.)

Schedule Firmware Update through VCU Change Management Process

Once firmware updates have been tested, department representatives will be contacted to let them know when the system wide updates will be scheduled.
Under normal circumstances, these updates will be scheduled between 12:30 am and 6:30 am on the prescribed date.
Unless a security risk or other major functionality fix requires a firmware immediate update, these firmware updates will be scheduled during non-peak times such as spring break or between major semesters.
All scheduled updates will be communicated with wipug@vcu.edu listserv. If you would like to be added to this, please submit a wireless presentation service ticket.

Owning Department Responsibilities:

Ensure their device(s) are powered on and functioning properly at the time of the firmware updates.
While it shouldn’t be necessary, it is possible that a device will need to be manually restarted by a department representative after the update takes place.
After the firmware has been updated, departments will be notified to test their device to ensure everything functions properly.
Supported Firmware

As long as the specific model of the wireless presentation device is still supported by the manufacturer's firmware release updates, these devices will be included in the update schedule. After a device reaches end of life, firmware support will be discontinued.

Note: While every effort will be made to ensure the firmware update is scheduled and executed properly, if there are any issues that require a technician to provide on site support, a departmental service call will need to be requested at itsupport.vcu.edu and a budget code provided.

Note to MSS E&D Customers: The E&D 1 year system warranty covers the installation workmanship and that system hardware functions without defect. The responsibilities listed here are considered ongoing maintenance and are handed over to the department at system sign-off.

SSL Certificates

An SSL Certificate enables data encryption between the user device and the wireless presentation unit when you connect to the embedded web page on the device.
Every year each device requires the renewal of an SSL certificate. All devices included in the centrally managed system will automatically be added to the renewal cycle.

Note: If a department elects to manage their own devices, but still uses the wp.vcu.edu subdomain, an SSL Certificate can be requested by submitting a ticket to MSS CS at the time of the certificate renewal, or at the time the device is added to the network. Applying the certificate to the device will be the responsibility of the department.

Existing Device Initial Configuration

Existing units are defined as Kramer Via devices that are already on VCU’s MediaNet and ready to be added to the Via Site Management (VSM) Server with only remote configuration needs.

Prerequisites

Kramer VIA has been installed in its designated system.
VCU Network port has been configured to MediaNet (172.22.x.x)

Process Needs

MSS Classroom Support will:

Assign a central configuration profile.
Update to the latest firmware version.

Owning Department will:

Be responsible for any physical reboot and/or testing of the unit to confirm functionality coordinated with MSS CS.
Be responsible for any Ad Hoc hourly service call that would be billed if on site services are required. $45/hr.

Associated Costs:

Cost to add devices to VSM server	$45 per unit for a project with up to 14 units
Cost to add devices to VSM server	$40 per unit for a project with 15 or more units
On-Site Service Call Rate	$45 per hour

New Device Initial Configuration

A new unit is defined as a device that has been installed by a department or AV Contractor, but has not had the required steps completed associated with making it work at VCU. The steps outlined below will be completed by MSS Classroom Support (CS) in conjunction with the customer and/or their AV contractor through the customer. The costs associated with these configurations include standard onsite visits for testing and initial user training. If your project falls outside of standard parameters, additional time may be required and billed through hourly service call rates at $45/hr.

Prerequisites

A VCU Network port is installed and active at the desired location of the Wireless Presentation by the customer.

If a new port is added, VCU Network Services may ask which subnet this will be on. Please identify Medianet (172.22.x.x)
If an existing port will be used, CS can assist in network port configuration requests.

AV system installation is accounted for independently of this device configuration.

If needing AV integration project management, please contact MSS E&D.

Process Needs

Items notated with an asterisk (*) below will be completed by the MSS Project Manager if the wireless presentation device is associated with an MSS E&D project.

MSS Classroom Support will:

Provide a “Room information sheet” (google sheet) template to the customer or MSS E&D Project manager where they will need to provide required information about the wireless presentation device including.

Building/Room
MAC address
Serial Number
Requested DNS name (ie: cabell2100.wp.vcu.edu)
Port information (if know)

* Submit network ticket requesting dns name assignments using the “Network Ticket Submission Form” generated by the room information sheet.
Using information collected above, create a management profile for the device on the VSM server.
Once network drop has been configured and the device has been connected, verify the device is discoverable by the VSM to receive a profile.
Remotely update the device to the latest firmware.

If associated with E&D Project, notify the Project manager that the device is ready to be tested.

* Perform device testing
* Provide a single user training session on how to use Kramer Via.

Owning Department will:

When requested, populate the provided google spreadsheet provided by MSS CS with the following

Building/Room
MAC address
Serial Number
Requested DNS name (ie: cabell2100.wp.vcu.edu)
Port information (if known)

Services not included, but available through billable service call:

MSS Classroom Support can provide support to departmental spaces by way of billable departmental service calls. Services Call Support includes, but are not limited to:

Any on-site visit
Hardware troubleshooting beyond basic remote management (reboot,republish) capabilities
Configuring replacement units after RMA with the manufacturer.

Associated Costs:

Cost to add devices to VSM server	$180 per unit for a project with up to 14 units
Cost to add devices to VSM server	$160 per unit for a project with 15 or more units
On-Site Service Call Rate	$45 per hour

Note: For MSS E&D projects, this is covered by the project management fees.

Services Not Available:

Custom Device Configuration such as custom splash screens or system features outside of those listed above in the Standard Device Profile.
Firmware Support for devices outside of manufacturer’s support (see warranty information for more).
Any shipping or manufacturer repair/replacement fees not covered under limited warranty.