USF Help Desk - Recently Updated Pages

Troubleshooting problems with Dons Print card readers

jmuomini — Thu, 29 Mar 2007 18:48:52 CDT

The card reader does not respond to card swipe. Card swipe does not activate Dons Print station.
Check that the card reader is available and displays "USE CARD".

Check whether you are swiping your USF ID Card properly. Check for the directional arrow. Check that the magnetic stripe is facing the black arrow on the card reader when swiped. If your card still does not work, it may have become demagnetized. Contact the One Card Office.

Check the wires connecting the card reader to the Dons Print Terminal.

You have swiped your card several times, and the card reader appears stuck.
Wait one minute. The card reader should reset and display "USE CARD". If it does not, unplug and replug the power supply cord of the card reader at the electrical outlet. The card reader should restart and display "USE CARD".

The card reader appears to be stuck and says "WAIT".
The network may be available, or someone may have swiped his/her card several times. See above.

The card reader displays "NO CARD".
The card reader is temporarily unavailable.

The network is unavailable, and the card reader displays "NO CARD".
If network access is not restored within 15 minutes, contact the Help Desk. If network access is restored and the One Card reader is still not available after 3-5 minutes, contact the One Card office.

After swiping a card, the card reader displays "INVALID".
Check that the card reader is available and displays "USE CARD".

After a card swipe, the card reader displays "DENIED".
Contact the One Card office.

After a card swipe, the card reader displays "INSUFFICIENT FUNDS".
You can check your available Don Dollars balance at Cash2Card terminals.

The card reader has no power.
Check if the card reader is plugged in correctly and other devices in the room have power.

Computer labs

jmuomini — Thu, 29 Mar 2007 18:46:51 CDT

Computer lab locations, equipment and hours (link)
How can I print at a computer lab? - Posted
How to configure printing from Windows - Posted
How to confirgure printing from Mac - Posted

For faculty
How can I reserve a computer lab? (link)

Where and how can I print on the USF network? (computer labs and library)

jmuomini — Thu, 29 Mar 2007 18:31:54 CDT

Computer lab and library printers

The ITS-supported computer labs all have printers which can be accessed from any of the computers in the lab. Printers are attached to Dons Print stations which require a swipe of your USF ID card to pay the $0.03 per page charge. You must have available Dons Dollars on your card.

You may also set up your own wireless laptop to print to a lab printer. Please see one of the following Online Support solutions:

How to: Print from USFwireless to a lab printer with a Windows computer.
How to: Print from USFwireless to a lab printer with a Macintosh.

The Parina lab in University Center has three printers
Cowell 225 and Cowell 226 each have two printers
The Gleeson Library/Geschke Center has one printer in the first floor lab and one in the third floor lab
The ITS office in Lone Mountain North, 2nd floor has one printer

To troubleshoot problems with the card readers, please see the following Online Support solution:

How to: Troubleshoot problems with Dons Print card readers.

For more info about the Don Dollars debit card service, please browse to http://www.usfca/onecard/.

Security

jmuomini — Wed, 28 Mar 2007 18:30:43 CDT

TK - What security does the Help Desk recommend for my PC? (faculty and staff)
TK - What security does the Help Desk recommend for my PC? (students)
What is network access control (NAC)? - Posted
How can I troubleshoot network access control (NAC) log-in problems? - Posted
TK - Do I need to use a firewall? - don't have any info yet
TK - How can I get software updates?
How can I set up Symantec Anti-Virus LiveUpdate to run automatically? - Posted

Uninstalling McAfee Security Center

Solutions already submitted to RightAnswers:

How to: Securely delete a file from a Macintosh computer
How to: Securely delete a file from a Windows computer

How can I troubleshoot network access control (NAC) log-in problems?

jmuomini — Wed, 28 Mar 2007 18:13:34 CDT

You must have the Cisco Clean Access (CCA) agent software installed.

Make sure you have a legal copy of Windows, have configured it to download and install updates automatically, and have installed at least the updates deemed by Microsoft as critical.

If the CCA agent indicates that you need more Windows updates but Microsoft's website does not detect any missing critical updates, please contact the Help Desk.

After you click "Cancel" on the CCA log-in screen, the Help Desk will be able to check a log (by your username) to tell you which Windows updates the CCA agent still requires. You can then use the search function on the Microsoft website and download and install the update.

Make sure you are running current anti-virus software and have updated it with the most recent virus definitions. For personally-owned PCs, USF students, faculty and staff can download Symantec AntiVirus for free here. You may also use other anti-virus software as long as it is supported by CCA. Please see What security does the Help Desk recommend for your PC? (TK - this link must be to either the student solution or the faculty/staff solution) for more info.

If you encounter “Network Error: SSL certificate REV failed [12057]”:

Run Internet Explorer.
On the Tools menu, select "Internet options".
Click on the "Advanced" tab.
In the Security section, uncheck “Check for server certificate revocation”.
Close Internet Explorer and CCA.
Start CCA and log in.

If you encounter “Server cannot be parsed”:

Run Internet Explorer.
On the Tools menu, select "Internet options".
Click on the "Connections" tab.
Click on “LAN settings”.
Uncheck “Automatically detect settings”.
Click “OK” twice.

Include new answer – CCA agent installation error - problem loading SSL libraries [12157]
Include new answer – Configuring Norton Internet Security 2007 firewall to allow CCA log-in
Include new answer – Disabling PC-cillin Internet Security 2006 firewall to allow CCA log-in
Include new answer – Error uninstalling Norton products

Home

jmuomini — Wed, 28 Mar 2007 17:58:08 CDT

Quick guide to editing a Wetpaint wiki

This wiki's purpose
1. Gather and organize info for USF-specific solutions for the RightAnswers knowledge database. Asking full-time techs to choose areas or topics to concentrate on.
2. Sharing knowledge, training new staff and ensuring consistency in responses to users.

Main categories (click to view links to solutions)
Blackboard - Mostly finished
Classroom technology (for faculty)
Computer labs
E-mail - Mostly finished
General computer use
Hardware/software purchases - Posted
Help Desk - Posted
Log-in/password - Mostly finished
Phones
Policies
Printing
Security
USFconnect - Mostly finished
USFfiles - Mostly finished
Wireless connectivity - Posted

Not for general users
Help Desk support analyst solutions

Note
The structure of this wiki will not always correspond one-to-one with solutions for the RightAnswers database.

Known issues
Automate backup
Explore internal hosting

Solutions needing categorization
Include new answer – Adding user as an administrator in Windows XP
Include new answer – Changing USFconnect group leaders
Include new answer – Resetting Apple PowerBook power management unit
Include new answer – Using department MFPs to scan documents
For faculty - How can I access Turnitin.com, the anti-plagiarism site? - Posted
How can I find my USF ID number? - Posted
Synchronizing Meeting Maker with Palm - Posted
Serena Collage - Posted
Cable TV problems - Posted

Solutions already submitted to RightAnswers
(More already categorized, especially under Email and Classroom Technology)
Computer workstation is locked
Error: Versa Mail hangs or restarts on a Treo
How to: Change VLAN at your desk
How to: Ghost a computer over the network
How to: Import online clip art into Microsoft Word 2004 for Macintosh
Known error: Javascript errors in USFconnect Webmail Addressbook
Oracle Forms (IMB) online help blocked by Google Toolbar

Serena Collage

jmuomini — Wed, 28 Mar 2007 17:33:41 CDT

How can I define a department site in Dreamweaver to work with Serena Collage? - Posted
How can I deploy revised contents in Serena Collage? - Posted
How can I apply a Master Page to an HTML page in Serena Collage? - Posted

Synchronizing Meeting Maker with Palm

jmuomini — Wed, 28 Mar 2007 15:43:32 CDT

If Meeting Maker does not synchronize properly with a Palm device, try uninstalling and reinstalling the Palm Desktop software.

1. Uninstall Palm OS
2. Uninstall Meeting Maker.
3. Go to start run.
4. Enter “regedit”.
5. Under HKEY_Current_User > Software, delete all instances of “Palm”.
6. Under HKEY_Local_Machine > Software, delete any instances of “Palm”.
7. Reinstall Palm OS.
8. Reinstall Meeting Maker.
9. Meeting Maker will prompt if you want to install three conduits:

Meeting Maker Date Book
Meeting Maker To Do
Meeting Maker Address

Let the user decide what is needed.

When you enable the Meeting Maker conduits, they will conflict with the
Palm Desktop conduits. If Palm Desktop does not detect this automatically and disable them, you will need to manually disable the Palm conduits – see instructions below).

10. Right-click on the Palm Sync Manager on the System Task Tray.
11. Choose “Custom ...”
12. Highlight Meeting Maker Date Book.
13. Click on “Change” button.
14. Enter USFconnect username. Enter Meeting Maker password.

Server = ITS MM Server
Protocol = TCP/IP

Make sure the time zone is USA Pacific.

15. Under Action, choose “Synchronize the file”.
16. Press OK.

The info will self-populate to other Meeting Maker conduits.

To disable Palm conduits:
1. Highlight one of the Palm conduits, like “Calendar”.
2. Click on the Change button.
3. A window called “Change Hotsyn Actions” will open.
4. Choose “Do nothing” and check “Set as default”.
5. Press “OK” to close.
6. Press Done to save.
7. Close and reopen the sync manager.

For faculty - How can I access Turnitin.com, the anti-plagiarism site?

jmuomini — Wed, 28 Mar 2007 14:14:49 CDT

Full-time and part-time faculty members can use Turnitin to compare student papers to current and archived Internet pages, millions of previously submitted papers, and commercial databases of journal and periodical articles. Contact your school or college Turnitin administrator for an account number and password:

Arts and Sciences - Patricia Chuakay, chuakay@usfca.edu, 415-422-6237
Business and Management - Denis Neilson, neilsond@usfca.edu, 415-422-2526
Education - Andrew Seeber, arseeber@usfca.edu, 415-422-2185
Nursing - Francoise Etchenique, etchenique@usfca.edu, 415-422-2439
Professional Studies - Michael McCaffrey, mmccaffrey@usfca.edu, 415-422-6378
University administrator - Archie Porter, porter@usfca.edu, 415-422-2786

The USF subscription also provides access to the Turnitin.com help desk. While on the Turnitin site, click on the "Contact Us" link to send an inquiry or report a problem to the Turnitin.com technical staff.

For demos and help, contact John Bansavich or Ginny Wallace in USF's Center for Instruction and Technology at 415-422-2223.

Wireless connectivity

jmuomini — Tue, 27 Mar 2007 17:10:42 CDT

Where can I connect to USFwireless on campus? - Posted
How do I connect to USFwireless? - Posted
Is my USFwireless network connection secure? - Posted
Which wireless standards does USFwireless support? - Posted

How can I troubleshoot my wireless connectivity? - Posted

How can I connect to the USF network through a PubNet wired connection? - Posted, but not as Wireless solution

Solutions already submitted to RightAnswers:

How do I access wireless at USF regional campuses?

E-mail

jmuomini — Tue, 27 Mar 2007 17:09:39 CDT

How can I find a USF user’s contact info? - Posted

USFconnect storage space
How much e-mail storage space do I get on USFconnect? (students) - Posted
How much e-mail storage space do I get on USFconnect? (faculty and staff) - Posted
How can I free up space on my USFconnect e-mail account? - Posted
TK - How can I archive my e-mail to free up space on my USFconnect account?
Can I get my e-mail storage quota increased? (faculty and staff)

USFconnect account features
Unable to access e-mail through USFconnect - Posted
TK - How large an attachment can I send via USFconnect e-mail? - Posted
How to: Forward USFconnect e-mail to another e-mail account (Already submitted to RightAnswers)
How can I set a vacation message? - Posted
Will my e-mail account expire after I leave USF? - Posted
Why do people who reply to my e-mails get a "Connection refused by lucas.usfca.edu" error? - Posted

For faculty only
TK - How can I send e-mail to all students in a course? - Posted

Desktop e-mail clients
How can I configure an e-mail client to access my USFconnect e-mail? (Edit existing answers - Done)
How can I use a PDA/smartphone to access my USFconnect e-mail? - Treo/Palm posted
Refreshing your mailbox list - Posted

Eudora
What can I do if I cannot empty my trash or something seems out of sync with USFconnect?
TK - Attachments folder
TK - Users sometimes do not receive attachments, possible bug in version 6.2.3

Version 7 on Windows
TK - Why should I not use Eudora 7. to ?
TK - How can I downgrade from Eudora 7.? to Eudora 6.23?

Spam
What is USF doing to reduce spam? - Posted
What can I do to reduce spam in my USFconnect e-mail? - Posted
What should I do if legitimate e-mails are being marked as spam? - Posted
How can I report e-mails as spam? - Posted
Opt out of PureMessage spam filtering

Solutions already submitted to RightAnswers:

How to: Configure Mac Mail for OS X 10.3-Panther
How to: Configure Mac Mail for OS X 10.4-Tiger
How to: Purge deleted USFconnect messages
How to: Purge deleted USFconnect messages in Eudora for Mac
How to: Purge deleted USFconnect messages in Eudora for Windows
Known Error: E-mails disappear from Inbox in Eudora 6.2.1 for Macintosh
Known Error: Special characters not supported in return addresses with USFconnect e-mail

Refreshing your mailbox list

jmuomini — Mon, 26 Mar 2007 17:44:40 CDT

Eudora for Windows - Posted
Eudora for Mac - Posted
Outlook for Windows - Posted
Entourage for Mac - Posted

How can I use a PDA/smartphone to access my USFconnect email?

jmuomini — Mon, 26 Mar 2007 16:29:39 CDT

Include new answer (or link to on USF site) – Configuring Motorola Q to access USFconnect e-mail.

Configuring VersaMail on a Treo to access USFconnect e-mail - Posted

How can I set up Symantec Anti-Virus LiveUpdate to run automatically?

jmuomini — Fri, 23 Mar 2007 14:13:50 CDT

Windows

1. Open Symantec AntiVirus by right-clicking the yellow shield icon in the system tray at the right-bottom of your screen and then clicking Open Symantec AntiVirus.
2. On the Configure menu, select File System Auto-Protect.
3. Ensure that Enable Auto-Protect (Enabled) is checked. In the File Types section, ensure that All Types is selected.
4. On the File menu, select Schedule Updates ....
5. Ensure that "Enable scheduled automatic updates" is checked and then click the Schedule button.
6. Identify how often and the time that you want LiveUpdate to run, and click Okay.
7. Click OK to close each window.
8. Click Exit to quit Symantec AntiVirus.

Macintosh

1. Open Symantec AntiVirus by clicking on the yellow and black symbol on the top menu bar
2. From Symantec antiVirus menu item, select Open Symantec AntiVirus sub menu
3. Click LiveUpdate
4. Click Symantec Scheduler
5. Click New
6. Click Product Update
7. Click check box next to "Do not show progress" if you prefer not to see LiveUpdate performing its updates
8. Leave Frequency set to monthly
9. Click Save
10. Close Scheduled Events window
11. If your Date of Last Update is older than one month, click "Update Everything Now"
12. Close Live Update Window
13. Quit Symantec AntiVirus

Help Desk

jmuomini — Wed, 21 Mar 2007 18:17:16 CDT

What services does the Help Desk provide? - Posted as separate Student and FacStaff solutions
Help Desk contact info and hours - Posted
How can I get help when the Help Desk is closed? - Posted
What is RightAnswers? - Posted

USFfiles

jmuomini — Tue, 20 Mar 2007 11:34:49 CDT

Add/bookmark folders, can restrict permissions, for example, to two people only

What is USFfiles and why should I use it? - Posted
Unable to access USFfiles through USFconnect - Posted
USFfiles browser compatibility - Posted

How do I use USFfiles? - Posted
How much storage space do I get on USFfiles? (students)
How much storage space do I get on USFfiles? (faculty and staff)
How can I upload files to USFfiles? - Posted
How can I download files from USFfiles? - Posted
How can I share files on USFfiles with others? - Posted
How can I bookmark a USFfiles directory? - Posted

How can I publish a web page with USFfiles? - Posted
How can I share a web page I have published with USFfiles? - Posted
How can I define USFfiles as the remote server in Dreamweaver 2004? - Posted
TK - I cannot FTP files to USFfiles using Dreamweaver 8

For faculty
How can I create a USFfiles drop-box for students? - Posted

Hardware/software purchases

jmuomini — Mon, 19 Mar 2007 18:52:55 CDT

TK - Not sure whether to link to USF web pages or condense info and present it here.

Hardware

Standards - Posted
Support
Replacement - Posted
Early replacement
Components and peripherals - Dell or Apple - Posted
Printers (for network printers, do not purchase models that are not compatible with printer clusters)
Additional PCs
Installation - Out of date. Update source when found
Repairs

Software

Standards - Posted
Support
Non-standard software purchases - Posted
Upgrades - to standard/non-standard software
Installation - Out of date. Update source when found
License renewals (such as SPSS)

TK - Reference (while building this section)

Software purchases (link)

http://www.journeyed.com
Replacement policy

TK - Can I get an educational discount on a hardware/software purchase? - Posted

http://www.dell.com/thedons

Can you recommend any local computer repair stores? - Posted

How can I troubleshoot my wireless connectivity?

jmuomini — Mon, 19 Mar 2007 13:23:43 CDT

Windows

1. Check whether your wireless adapter card is enabled.

For university-owned notebooks:

Press the Function (FN) and F2 keys to turn it on and off.

For personal notebooks:

The method may vary, depending on notebook brand/model. HP and Toshiba laptops may have a hardware switch to turn the wireless adapter card on and off.

2. Verify that you can find USFwireless network as an available network and connect to it.

For university owned notebooks:

1. Double-click on the Intel PROSet/Wireless radio icon in the task tray at the bottom-right of your screen.
2. Select USFwireless and choose Connect.
3. You will be prompted to create a profile if it is the first time you are connecting to USFwireless. Follow the wizard steps and accept the default prompts.
4. You can launch your browser once you are connected.
5. Log in with your LAN/network username and password (Usually the same as the username and password for USFconnect).
6. A blank pop-up window will appear. Do not close the window. Wait until your default home page displays or you see an error message.
Note: If you do not see the window, disable any pop-up blockers that you are running. Accept the security alert.

For personal notebooks:

Click Start, select Control Panel and select Network Connections.

For more information on troubleshooting wireless connectivity with Windows XP, please browse to the following link: Microsoft support info on troubleshooting wireless connectivity under Windows XP

Macintosh

Step 1: Verify that the AirPort hardware is working.

The AirPort status Icon is located in the Apple menu bar near the upper right corner and next to volume icon.

You can enable or disable the Airport by clicking on the Icon and choose “Airport: On” or “Turn Airport Off.”

When the Airport is on and if there is a wireless Access Point, it will display a beacon signal with a series of inverted arched bars. The number of inverted arched bars represents the strength of wireless signals

Step 2: Connect to USF wireless network

1. Click on the Airport Icon
2. In the pull down menu choose USF Wireless
3. Open any of the supporting browsers like Safari, Firefox, and Netscape
4. The browser will automatically redirect to USF wireless login page
5. Log in with your LAN/network username and password (Usually the same as the username and password for USFconnect).
6. You must accept the certificate and do not close the initial java popup window

Trouble shooting common Issues

If USFwireless will not authenticate username and password.
1. Please make sure your password is no more and no less than six characters
2. Your USFconnect and LAN passwords might not synchronized. Please go to http://password.usfca.edu and select the option to change your password. This will resynchronize the passwords.

If I do not see the USFwireless in Airport?
1. Verify if you are in a Wireless hot spot. Location list: http://www.usfca.edu/its/faqs/wireless/wireless_locations.html

If you are in a hot spot and still do not see USF wireless, you can try to manually add it.
1. Go to System Preferences
2. SelectNetwork
3. Under the AirPort tab, select Preferred Networks
4. Click the + symbol
5. Type “USFwireless”
6. Click OK

If you can not access any web sites
1. Go to the Apple Menu
2. Go to System Preferences
3. Make sure AirPort is selected in the "Show" field
4. Set the Configure field to "Using DHCP."
5. Verify that the IP address is in one of these ranges:

172.16.22.x
172.16.23.x
172.16.218.x
172.16.219.x
172.16.222.x
172.16.223.x

The Airport Icon does not show up.
1. Click on the hard drive icon, usually called “Macintosh HD” on the Desktop
2. Browse to the “Applications” Folder
3. Choose Airport (a configuration popup window will appear)
Note: If the Airport configuration window does not appear, it could be a hardware issue requiring repair from an authorized Apple dealer.
4. In the Popup window make sure “Turn Airport On” is selected. This will turn on the Device.

If you still experience problems connecting to USFwireless, please contact (415) 422-6668 or visit the ITS Help Desk in Lone Mountain North, 2nd Floor, during the Help Desk service hours.

How can I set a vacation message?

jmuomini — Wed, 14 Mar 2007 18:04:10 CDT

1. Log in to USFconnect and click on the e-mail icon.
2. Click the Options button on the menu bar.
3. Click Vacation Message.
4. Click the checkbox to Enable the vacation reply.
5. Enter Start and Stop dates.
6. Enter a number for days between replies to repeat senders.
7. Enter a subject.
8. You can create separate message for internal and external senders.
9. Click Save Changes when done.
10. Click the Inbox button to return to your email list.

How can I create a USFfiles drop-box for students?

jmuomini — Wed, 14 Mar 2007 17:30:18 CDT

The USFfiles drop-box is not a "true" drop-box, as students will have read/write permission and may update assignments placed in the drop-box earlier. If available, the Blackboard drop-box and Assignment Manager may be more appropriate and convenient.

1. Create a folder for each student by clicking “New Directory” at the top of the menu. Do this for each student and name the folders with the students' names.
2. Set permissions for each folder by clicking on the folder and clicking on the Sharing icon.
3. Give students permission to read and write (view and upload files) their files. Check “Only apply to this directory” and click “Apply Now.”
4. Students will be able to view their own files and add files but will not be able to see other students' files.
5. Add yourself as a user and give yourself permissions so that you can read the students' files.

See solution How to: Share files and folders with USFfiles for more detailed instructions on sharing files and folders.