OnTheHub Frequently Asked Questions


Here are answers to the common questions and problems of VMWare Fusion users (OnTheHub).  Keep in mind that the College of Computing and TSO only manage the VMWare Fusion license and authorization into the ELMS system.  TSO is unable to support your specific installation of the software available in this program, and download, installation, and usage issues may ultimately be the responsibility of Kivuto Solutions (formerly E-Academy), or VMWare.

If you have a question not found here please submit it (and by all means, if you have an answer please submit that as well so that we can share the information).  You can contact us at helpdesk@cc.gatech.edu. 


Q: Who is eligible for this program?
A: To be eligible for this program, you must be currently enrolled in a College of Computing class for credit or be a College of Computing faculty member.


Q: It's the beginning of the semester and I am eligible, so why am I unable to login?
A: At the end of each semester, Imagine access is wiped and then reloaded with the new class rolls. There is a lag between the time of the wipe and the reload while we wait for class rolls to be finalized (approximately 3 weeks into the semester). As long as you're enrolled in a CS or CSE class this semester, access will be regranted to you.


Q: How will I know that I have been granted access?
A: An email will be sent to your gatech email address when your account is activated for the semester.  Imagine will use your primary email address as set in passport.gatech.edu at the time of the reload.


Q: But I need/want software from OnTheHub right now!  Can't you give me access early/extend my access/give me access now?
A: No.  If you are not eligible as defined above or rolls have not been finalized, doing so would violate our subscription agreement with Kivuto and could jeopardize our ability to provide VMWare for eligible faculty and students.


Q: I can't get in or the download does not start.  What's wrong?
A: Probably nothing. If you can't get in or the download does not start, please be patient and try again later. They are likely experiencing very high usage levels.


Q: Where is the CD-key / product serial number?
A: The CD-key / product serial number is included in the Purchase Confirmation email you receive and the packing slip webpage that displays after you begin the download.


Q: What is my OnTheHub login ID/username?
A: Your login ID will be your published email address (http://www.directory.gatech.edu/). Your password will be emailed to you when your account is created.  Since OnTheHub is independent of Georgia Tech and the College of Computing, the password they provide will be different.
Please Note: Students must have a valid prism account in order to access software available through the Imagine.


Q: What is my password? I forgot my password; how do I get a new one?
A: TSO has no way of knowing your password since this is a completely independent system (your OnTheHub password is not associated with any other account passwords, including your CoC password). Your initial password will be emailed to your published email address when your account is created. If you have forgotten your password, you can have it emailed to you through the OnTheHub system using the link on the Login page.


Q: I'm having trouble logging in. What should I do?
A: First, be certain you are using the correct login ID (will be your published email address). If you are still having problems, go to the OnTheHub site and on the Support page, please click on "Request Customer Support" to the left and supply more information about the types of login problems you are encountering. Someone will contact you for more information, if necessary.


Q: How long will my OnTheHub account be active?
A: Your OnTheHub account will be active as long as you are a current student enrolled in a College of Computing class, or a Faculty member of the College of Computing.


Q: Upon graduation, are your rights to any downloaded programs from this Kivuto website revoked? Or are they yours to keep?
A: Yes, access to the site is revoked during any semester in which the student is not enrolled in a CS or CSE class. Any software downloaded is yours to keep, but only as long as your usage conforms to the academic usage agreement.


Q: If my download times out or I get disconnected, how do I continue my software download and installation?
A: If you were in the middle of downloading the software itself, there will be a shortcut icon saved on your desktop that will allow you to resume your download. Double-click on the icon to begin again. If you don't see the shortcut icon on your computer desktop, you can use the "Request Re-Install" function in the Support section.

Q: Is the software permanently unlocked by the license (or "key")?
A: No - the key allows you to install the software once. After that, if you need to re-install the software, you will need to use the "Request Re-Install" option from the Support section of the site. This is how their system helps to reduce software piracy.


Q: I received a suspicious email from noreply@kivuto.com.  Is this some sort of spam or phishing message?
A: The messages that Kivuto send out when accounts are created in Imagine do look rather suspicious (see example below).  If the links contained in the body point to onthehub.com, it's a legitimate message.  If not, you should be wary.  If there's any doubt, forward the message to helpdesk@cc.gatech.edu so the TSO Help Desk can check if the message is legitimate.

From: Georgia Institute of Technology - College of Computing<noreply@kivuto.com<mailto:noreply@kivuto.com>>
Date: Tue, Sep 1, 2015 at 11:29 AM
Subject: An account has been created for you
To: <removed>@gatech.edu<mailto:<removed>@gatech.edu>

** This is an automated message -- please do not reply as you will not receive a response. **

Georgia Institute of Technology - College of Computing


An account has been created for you that provides access to academically priced software at significant savings.

Complete Your Registration:
http://e5.onthehub.com/d.ashx?s=<unique string removed>

If you are redirected to your institution's internal sign-in page, use your institution credentials.

Once you have completed the registration process you can begin shopping.

If you have any questions, please see the Help section<http://e5.onthehub.com/d.ashx?s=ywh4fl9kws> of the website.

Thank you,
Georgia Institute of Technology - College of Computing