Technology Questions and Support

Get Help

The Service Desk provides front line technology service and support for students, faculty, and staff at CU Anschutz. If you need help with central technology such as email, Wi-Fi, or VPN, the OIT Service Desk is the place to start. Request assistance from our Service Desk or peruse our tools and resources to find the help you need.

Reset your password here.

Contact the Service Desk

Phone Support

303-724-4357 (4-HELP from a campus phone)

7:30 a.m. to 6 p.m., Monday - Thursday

7:30 a.m. to 5 p.m., Friday

Self Service Portal

Enter a ticket for assistance

Submit a ticket

Email the Service Desk

24/7 access to the OIT Service Center, your ticket will be replied to during normal hours of operation in the order it was received.

After Hours Service Desk Support

Emergencies: If you have a campus network outage or technology issue impacting patient care, call (303) 724-4357. A technician will call you back within 15 minutes.

View current or planned outages.

Non-emergencies: If you need help with password resets or general questions, leave a message at (303) 724-4357 or utilize the self service portal and submit a ticket. Your request will be responded to on the next business day during regular hours of operation.

More from the Service Desk

Incident Management: If you are experiencing a problem with technology, we can troubleshoot and resolve it quickly so you can resume your work.

Service Request Fulfilment: We process and fulfill your request for central IT services, such as Canvas, Duo, or O365. For a full list of IT Services Requests, please visit our Tools & Resources page.

Service Navigation: We help you navigate the ecosystem of IT Service providers at the University to connect you with the resources you need.

IT Service Reporting: We capture metrics, share data, and provide insights for IT service owners and partners to help drive continuous improvement.

IT Partner Support: We offer elevated support to help our IT Partners to deliver services and solutions to the students, faculty and staff who rely on them.

Phone

Average Speed of Answer ≤ 30 seconds
Abandoned Rate: ≤ 5%
Resolution or Escalation time: 48 business hours

Chat

Average Speed of Answer: ≤ 30 seconds
Abandoned Rate: ≤ 5%
Resolution or Escalation time: 48 business hours

Email

Response Time:
- Priority 2 ≤ 2 business hours
- Priority 3 ≤ 4 business hours
Resolution or Escalation time: 48 business hours

Total Incidents

Closed/Resolved Percentage: ≥ 80%

Support Tools

Adobe for CU Anschutz Faculty and Staff

Category: Design and Development Marketing and Communications OIT - Categories OIT - Type of software Software Audience: Faculty Staff

Adobe Acrobat Pro and a wide range of Adobe Creative Cloud software and tools for graphic design, video editing, web development, image editing, and more are available to faculty and staff through our license agreement with Adobe. To request a license, scroll down to the detailed instructions in the full description.

Welcome to Adobe

The university offers licenses for either Adobe Acrobat Pro or Adobe Creative Cloud to CU Anschutz faculty and staff.

With Acrobat Pro, you can create and edit PDFs, compress and split PDFs, delete pages, extract pages, insert new pages, reorder pages, request signatures, fill and sign, prepare a form, share, send for comments, and compare files.

Creative Cloud empowers you to create stunning digital media with apps such as Adobe Photoshop, Illustrator, InDesign, Premiere Pro, Adobe Express, and more.

To Request an Adobe Creative Cloud or Adobe Acrobat License

Adobe Acrobat Pro is available for no charge. Request a license from the OnTheHub software store.

Adobe Creative Cloud (includes Acrobat Pro) is available for an annual rate of $100. Request a license from the OnTheHub software store. This can only be charged to a SpeedType, procurement cards are not accepted.

Renewals

Licenses are active for one year from July 1 through June 30. Faculty and staff will not have to request Adobe accounts each year. Current account holders will receive a renewal email from OIT in June to ask if you have any changes or would like to cancel your account. If you do not answer, your Adobe account will be automatically renewed and billed to the SpeedType provided at signup.

Student Workers

Departments and Centers can procure an Adobe Creative Cloud license for a student employee or worker by completing the request form and providing a SpeedType for that student. The department and/or center is responsible for managing the license and opting out of renewal when the student leaves their position or no longer requires the software.

To Access

When you submit the order, a service invoice will be created. You will receive a receipt email from OnTheHub, followed by a message from Adobe confirming your approval for an Adobe license. You can then access the Adobe Creative Cloud or Adobe Acrobat Pro software by visiting the Adobe website: https://www.adobe.com.

Click on Sign In at the top right-hand corner of the screen
Type in your university email address
Enter your university credentials at the CU Denver | Anschutz Web Login page
Once you're logged in, go to your account by clicking on your profile in the upper right corner and all your applications will be listed
You can access the applications there in the online portal or you can download them from your account to your device (up to 3 devices for a single user)

Training Resources

Getting Started

Details about Adobe product options and user guide information is available from Adobe. More information can be found at:

Associated Documents

Adobe Creative Cloud Apps 2023 .pdf
Download Adobe Creative Cloud Apps 2023 (199 KB)
Adobe Acrobat Features Infographic .pdf
Download Adobe Acrobat Features Infographic (663 KB)

Frequently Asked Questions

It is best practice for all Adobe users to download their assets from the Adobe Creative Cloud to a university approved storage location such as OneDrive. Files left in the Adobe Creative Cloud may not be accessible at a later date, even if you renew your license from year to year. Adobe instruction for manually transferring your assets is available here.

If you require additional assistance, please contact the Service Desk for help.

Adobe Creative Cloud is recommended for creative work, such as photography, graphic design, video, illustration, social media and UI and UX. The apps included are Photoshop, Illustrator, Premiere Pro, Acrobat Pro, InDesign, After Effects, Lightroom, Adobe XD, Animate, Lightroom Classic, Dreamweaver, Dimension, Audition, InCopy, Character Animator, Capture, Adobe Fresco, Bridge, Adobe Express, Premiere Rush, Photoshop Express, Media Encoder, Aero, Adobe Scan, Fill & Sign, and Acrobat Reader. See more of what Creative Cloud offers with this infographic.

Unfortunately, each person requesting a license needs to complete an individual form to create a ticket; the ticketing system does not allow for a group application, only individual licenses.

This is because the submission of the form goes both to our OIT professionals for billing and directly to Adobe for the license distribution. Adobe will then send a confirmation email within 3-5 days of the form submission (starting July 17, 2023 when the new licenses are available).
Because of this setup with Adobe, there is no way to create a bulk submission without it messing up the license assignment.

Any of the Adobe products can be installed on up to 3 devices for a single license such as a work laptop, a work tablet, and a phone for the same user.

This is for one user and is not able to be shared across multiple users. Each user will need their own license and need to download to their individual devices.

For users who work on shared computers, Adobe products can be accessed via the web browser with no download needed. This is ideal for users who work in computer labs or have shared desks that rotate.

Let Us Know

See information on the OIT website that needs updating? Let us know!

OIT Website Update Request

Office of Information Technology

CU Anschutz

Education II North

13120 East 19th Avenue

5th Floor

Aurora, CO 80045

Tools & Resources

CU Campuses

CU Anschutz Medical Campus

Office of Information Technology

Information Strategy and Services

Technology Questions and Support

Get Help

Contact the Service Desk

After Hours Service Desk Support

More from the Service Desk

Phone

Chat

Email

Total Incidents

Support Tools

Adobe for CU Anschutz Faculty and Staff

Welcome to Adobe

To Request an Adobe Creative Cloud or Adobe Acrobat License

Renewals

Student Workers

To Access

Training Resources

Getting Started

Associated Documents

Frequently Asked Questions

Campus Email Lists

Wireless Connectivity

Technology Training

Let Us Know

OIT Website Update Request

Office of Information Technology

Technology Questions and Support

Get Help

Contact the Service Desk

After Hours Service Desk Support

More from the Service Desk

Service Components

Service Components for Internal/IT Partners

Service Area

Service Level Expectations

Support Tools

Adobe for CU Anschutz Faculty and Staff

Welcome to Adobe

To Request an Adobe Creative Cloud or Adobe Acrobat License

Renewals

Student Workers

To Access

Training Resources

Getting Started

Associated Documents

Frequently Asked Questions

I currently have an Adobe account, how do I download/transfer my files?

What is the difference between Adobe Acrobat and Creative Cloud?

What is included with Adobe Acrobat?

What is included with Adobe Creative Cloud?

Can I use my procurement card to purchase this license?

Can I submit the form for someone else?

Can I submit a bulk request?

What support will OIT provide if I get an Adobe Acrobat or Creative Cloud license?

What do I do if I requested a license, but I don’t have access to Adobe?

How many devices can Adobe be installed on for a single licensed user?

How do I download and install Adobe Creative Cloud apps?

Who can I contact if I have other questions?

Campus Email Lists

Wireless Connectivity

Technology Training

Let Us Know

OIT Website Update Request

Office of Information Technology