IITS - FAQ

IITS - FAQ

Help Desk

How will my problem be handled by the help desk?

Explain the problem and give as much detail as you can in order to expedite the solution. You will receive a ticket# and the problem will be placed in a database which is available to the entire Information and Instructional Technologies Division. Your call will remain open until you receive the solution to your problem. We will be able to track open calls thus avoiding calls falling through the cracks. You may check the status of your call at any time by dialing HELP (208-5900 x4357) and referring to your ticket number. Feedback from you regarding the handling of your call/problem is encouraged and welcome.

Why should I use the HELP desk?

The quality and quantity of information needs has rapidly increased on our campus. This growth in technology brings added challenges for the Information and Instructional Technologies Division. One of these challenges is service to our ever-growing polulation of users. The HELP Desk is our way of rising up to meet that challenge. Many times the directors and support staff of specific areas of technology are unavailable due to problem solving, meetings, etc. Voice mail has proven to be an invaluable asset but sometimes the problem escalates so users try to call someone else in an attempt to find a solution. We believe most users would like to make ONE CALL and be assured that their request will be handled in a timely fashion. The HELP Desk serves as the central contact for technology-related problems and requests thus solving the problem of knowing who to call when support is needed.

Who do I call when I have an immediate problem in my EARLY morning class?

You should call or e-mail the Helpline (x4357). Helpline logdesk hours are 8AM - 7PM. We will do our best to find a technician to solve your problem. Since this time is quite early in the day, generally computer support is not as readily available as it is after 8:30 AM.

Network, File Sharing, & Backups

Do I still have access to network resources if I don't login correctly?

NO, if you do not make a network connection the network services will not be available to your local computer. Printing, e-mail and shared drives are network services.

What is a shared drive?

A shared drive is a place on the network where several people place files to share with other people in their office or area. An administrative assistant group may have a shared drive for their files so that any member may access any file with out logging in to some one else's computer. The "share" can be set up to provide access to any person or group. Many departments have a shared drive and they pass files between users. The network has a shared drive (commonly called the G drive) between Faculty and students so that faculty can make files available to students from a secure location. Students can read these files but not make any changes to these files.

How do I share files with my students ?

A network shared drive is set-up to share files with students. The network drive is the G: drive. You must request access to the G: drive thru the Helpline (x4357).

How do I login if sharing a computer with other faculty members?

Sharing a computer with another faculty member does not mean you will have the same accesses. Every individual has a specific network profile which is accessed when you login with YOUR logon and password. You should always login with YOUR logon and password. Even if the computer is left on, logout and login in with your logon and password.

How and where do I backup the files on my machine?

1. Go to Start
2. Programs
3. Accessories
4. System tools
5. Backup
The wizard will appear to help you decide what you want to backup and where?

Where?
You can backup your files to CD, Zip drive or diskette. The hardware components installed on you machine will determine which media to use. At the present time backing up to the server is not the optimal solution due to storage capacity.

How can I save a file on a network drive and bring it up in the labs ?

You must have access to the network G: drive. See "How do I share files with my students?" You must request access to the G: drive thru the Helpline (x4357).

How do I change my network password ?

There are 2 ways to change your password.
Click here to use the easy to use web form to change your password.

OR

Press (ctl + alt + del) and select the button that indicates Change Password.

Any viability of setting up listservs ?

Listservs are available via the network public folders. Contact the HelpDesk (x4357) to request Public folder access for your group communication needs. Documentation and training are available at the time of set-up.

How do I access the library databases and catalogs ?

On Campus
Go to the King's College web page and click on the library link.

NO LOGIN REQUIRED
You will have access to our catalog, and the catalogs of regional libraries.
You will also have access to various databases which King's College subscribes to.

Off Campus
Go to the King's College web page and click on the library link.
You will have access to our catalog, and the catalogs of regional libraries.
You will also have access to various databases which King's College subscribes to.

Off campus access to the databases requires a valid userid and password. (Currently this is the password you used on the old email server RS01, we are going to switch to the new mail server by the fall 2002 semester.) If you do not know your password please call the help line (ext 4357).

How do I login to the network ?

Login with your assigned user name and password. If you are logging on in the classroom or lab you may choose to login with the generic teacher logon to get the same desktop as students have in labs. If you do not know the generic logon and password call the helpline (x4357). Under NO CIRCUMSTANCES are students to use the generic logon designed for teacher stations. The generic account used by faculty emulates the student desktop but has different security levels and privileges. Unauthorized use of this account may result in security breaches to the campus network.

As a student, what do I need to get connected to the network ?

Personal computer with:

  • Any Microsoft Windows or Macintosh 8.5 or newer operating system
  • TCP/IP protocol
  • 10 Base-t Ethernet connection
  • Patch cable (10 Base-t)
    * Note: To guarantee connection it is recommended you have a machine loaded with Windows 95 or later.

As a student, who will setup my computer on the network ?

E-mail

How do I get e-mail from home?

You can get your e-mail from home via the web. You must be on the exchange server to take advantage of this service. Call or e-mail the helpline (x4357) if you are not sure if you have the proper software installed on your account to make this service available. We will be happy to check and if we find you don't have the access we will put in a request for you.

What are the advantages in being on the Exchange server ?

Exchange provides a secure environment for your email. We have implemented a state of the art antivirus system that scans all mail going to and from the Exchange server. The most common way for a virus to spread is through Email and this system will prevent most viruses from getting to the desktop.

Email from anywhere. As long as you have access to the web, you have access to your email. This means you don't have to worry about setting up your computer to get your email. We also have installed a third party package that will alert you when you have new mail and do a spell check before you send it.

Usenet news discussion lists are another advantage with Exchange. A public folder holds information that can be shared by a group of users. For example, you can hold classroom discussions through a public folder. A public folder can be limited to a handful of people or opened up for the entire community. A public folder can contain word documents, spreadsheets and discussions. Since public folders are part of the Email box, a person can see the public folders anywhere in the world.

You can share any part of your email box with anyone on campus. This includes your calendar, inbox or contacts. A common use for this feature is allowing an administrator to share his or her calendar with an administrative assistant. The administrative assistant can then add appointments to the shared calendar.

Your email is backed up nightly and provides protection from accidental deletion. By using the Deleted Items Recovery, you can recover a message that was deleted up to a month ago.

How do I create a distribution list in Outlook ?

Make sure you have the contacts available.

Click on the contacts folder in Outlook.
Click on File ->New_-> Distribution list.
Give the list a name and place that in the Name box.
Click on the Select members and then choose the people you want in your list.

You can browse your personal contacts and the Outlook Address Book by using the drop down arrow in the upper right hand corner.

Hardware & Software

How do I get my software installed in the labs or on a classroom PC ?

In order to have software installed on the image, the end user should contact the Desktop/Lab Support Specialist.

Software installations have the ability to affect all members of the community. We encourage the following schedule in order to reduce any complications that may hinder the effectiveness of our labs to the community.

SEMESTER REQUIRED SUBMITTAL DEADLINE
Summer May 1st
Fall June 1st
Spring Last day of the fall semester

 

How do I get my office PC setup?

Normally the department head will contact IITS to request this service prior to your arrival on campus. In the event you arrive on campus and your PC is not set-up, call the HelpDesk (x4357).

How do I save MS Office files if using 2 different versions of Office ?

Use the SAVE AS function found under FILE on the menu bar and save to the lowest version. However, the 98, 2000 and XP versions have the same file type and no conversion is necessary.

What standard software is on the PC in the Classroom?

ALL public lab machines and instructional classrooms have Windows 2000, Office 2000, MS Visual Studio, MS Project, MS FrontPage, MS Internet Explorer, Adobe Acrobat Reader, Adobe PageMaker, Adobe PhotoShop, Oracle, WS/FTP, SPSS, Corel Draw, AOL Instant Messenger, as well as Various "Special Class" software packages.

What is the policy for updating/repairing home PC's?

The IIT Division does not update or repair home computers. In most cases the pc comes with a warranty or service contract. We will be happy to tell you how to contact the vendor or suggest the best solution to a problem with your home pc. Due to the volume of college owned equipment that must be updated and repaired, our technicians must be dedicated to servicing the college needs.

Does IITS have anti-virus software or information on the latest computer viruses ?

Yes. IITS provides a complete web site devoted to computer virus protection and prevention. Click here to visit the web site

Can I purchase my own computer through King's IITS? Is there a discount ?

Yes. You can purchase a computer through the King's College Personal Pricing Connection.

What is the Software Update Delivery System (SUDS) ?

Yes. IITS provides a complete web site devoted to computer virus protection and prevention. Click here to visit the web site

Classrooms & Labs

Are all the labs the same ?

NO. All of the labs have the same standard configuration, however, due to discipline specific needs, some labs have additional specialized software.

The standard configuration consists of: Windows 2000, Office 2000, MS Visual Studio, MS Project, MS FrontPage, MS Internet Explorer, Adobe Acrobat Reader, Adobe PageMaker, Adobe PhotoShop, Oracle, WS/FTP, SPSS, Corel Draw, AOL Instant Messenger, as well as Various "Special Class" software packages.

Do all of the classrooms have projectors, PC, etc.?

All classrooms are configured with basic Computer/VCR and large screen projection devices. Many have additional audio reinforcement including cassette and CD equipment.

Who do I contact if I need to reserve a lab/classroom for my class?

If you need to use a lab/classroom outside of your regularly scheduled class you should contact the Registrar's office (for daytime hours) or Center for Life Long Learning (for evening hours). The IIT Division DOES NOT schedule any classrooms.

Phones

Who do I call when I have a phone problem ?

Call or e-mail the helpline (x4357). All technology and phone problems should be called into the helpline. The Helpdesk serves as the central contact for IIT Division services.

Multimedia Equipment

How do I use the equipment in Burke or the Conference center?

Contact the staff at Media Services after booking these facilities for your presentation. We can provide assistance as required prior to the event. Written directions are also provided on or near the podium in these rooms. A special section for Multimedia/Computer needs is provided on the facility request form available in the Facilities Coordinator's Office. Use this office to schedule ALL in-house events.

Printers

How do I send output to the color printer ?

You must have the color printer installed on your pc. If you have the printer installed you should be able to select it before you hit print. After printing is complete, you will need to contact the Computing Center (x5844) to have your color print-out released from the print queue.

If you do not have the color printer installed on your pc:
1. Go to the start bar
2. Select printers
3. Select add printer and a wizard will help you set-up the printer.

If you don't feel comfortable setting up your printer, call or e-mail the helpline (x4357) and we will be happy to assist you.
The highlighted printer below is the one you will select when you are asked what printer you want to add.

Which printer is my default printer?

Your default printer is most likely the laser printer closest to your office. This default printer should have been installed at the time of set-up. If you would like to use a different printer as your default provided it is installed:

  • Go to start
  • Go to setting
  • Go to printers
  • Right click on the printer you want to set as default and click on set as default a check mark will appear in front of this statement

If you do not have the printer installed on your pc (check the label located on the printer - this will tell you what printer to select when adding a printer. Follow these direction for adding a printer:

  • Go to the start bar
  • Select printers
  • Select add printer and a wizard will help you set-up the printer.

If you don't feel comfortable setting up your printer, call or e-mail the helpline (x4357) and we will be happy to assist you.

RESNET

What does RESNET cost?

There is no cost associated with RESNET however you are responsible for providing your own personal computer equipment and setup.

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