FAQ for Help with IT


Frequently Asked Questions:

arrow User accounts & security
arrow Ask for help
arrow Email & Mobile devices
arrow Printing, Photocopying and scanning
arrow Sofware and applications


User accounts & security:



Answer:

Please note, this is for Staff Only.

The owner of the share must email helpdesk@ljmu.ac.uk to request the relevant access for you (If you are unsure who the owner is, you can email us and we will advise).


Answer:

Please note, this is for Staff Only.

You can telephone the helpdesk on x5555 or email helpdesk@ljmu.ac.uk. Don't forget to include the full share name e.g. \\jt2\share_name


Answer:

Go to your Off Campus desktop, double-click the shortcut to your M: Drive. On your M: Drive right-click > New > Shortcut. Type in the mapped share i.e. \\jt2\sharename. Click Next, click Finish.


Answer:

Close all applications (don't forget to save any open files), i.e. Outlook, Word etc. Click Start > Log Off.


Answer:

Close all applications i.e. Outlook, Word etc (don't forget to save any open files).

Click Start > JMU Applications > System Utilities > Policy Refresh OR carry out the steps for logging off. Whilst logged off select Ctrl Alt Delete, DO NOT ENTER USERNAME OR PASSWORD.

Select Shutdown, drop the arrow to Restart and click OK. If Shutdown is not available click Options and then Shutdown. Drop the arrow to Restart and click OK.


Answer:

Please note, this is for Staff Only.

You can telephone the helpdesk on x5555 or email helpdesk@ljmu.ac.uk. Don't forget to include the PC base number and name of the software you wish to install.





Answer:

Please note, this is for Staff Only.

You can telephone the helpdesk on x5555 or email helpdesk@ljmu.ac.uk with the shared drive name e.g. \\jt2\Sharename



Ask for help:

Answer:

Visit a Library and request a new card from the computing desk. (please note: for students there is a £10 charge for a replacement for a lost card).


Answer:

Please note, this is for Staff Only.

A member of JMU Staff can request a Read Only computer account via the online form at https://www.ljmu.ac.uk/ITHelp/ask-for-help/secured/index.asp.


Answer:

Please contact Library Services on 0151 231 3179 or use http://www.ljmu.ac.uk/offcampus/. Alternatively, visit any Library for assistance.
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Answer:

Please contact Library Services - Visit a Library and request assistance from the computing desk. Alternatively, visit http://www.ljmu.ac.uk/offcampus/helpform.asp. You can also ring Library Services on 0151 231 3179 .





Email & Mobile devices:

Answer:

Please note, this is for Staff Only.

The users line manager can telephone the helpdesk on x5555 or email helpdesk@ljmu.ac.uk. Don't forget to include the exact wording of the message and reason why.


Answer:

Please note, this is for Staff Only.

The owner of the public folder can email helpdesk@ljmu.ac.uk. Provide the autoreply message that you would like to see on the email. Please state which public folder and departmental folder that the public folder is in.


Answer:

For staff please contact the helpdesk on x5555 or email helpdesk@ljmu.ac.uk. For student quotas please contact Library Services - Visit a library and request assistance at the library hub. Alternatively, visit http://www.ljmu.ac.uk/offcampus/helpform.aspYou can also ring Library Services on 0151 231 3179.


Answer:

Please note, this is for Staff Only.

Please fill in the online form which can be found here: https://www.ljmu.ac.uk/ITHelp/ask-for-help/secured/index.asp


Answer:

Please note, this is for Staff Only.

Logon to Staff Infobase and select LJMU Employee Self Service, then 'Personal Information'. Phone numbers/home address can be updated in this section, by clicking on the 'UPDATE' button on the right hand side of the item. For your work location, please ask your Line Manager to update these details. Please note that it may take up to 24 hours for changes on staff infobase to show on the address book.


Answer:

In outlook, right-click on the public folder and select 'Add to favourites'. Go to the top of public folders and you will see the Favourites folder. Right-click on your folder again and select 'Add to Favourites Folders' then refresh your mail by clicking on your envelope icon. You will now see your Favourite folders at the top.


Answer:

This can be caused by two things. On a Windows PC, you may have a software fault in Internet Explorer caused by Google Chrome or another browser being uninstalled. This can leave IE unable to open links. Quickest solution is to use another browser OR If you have Pop Up blocking software running, this may affect how Outlook Web Access works. Pop up blocking software can include, but is not limited to: Microsoft Windows XP/ Vista/ 7, Google Toolbar, Yahoo Toolbar, MSN Search Toolbar, McAfee Internet Security. This problem is most noticeable when replying to or forwarding a message, as this can be interpreted as a pop up window which is blocked by the software. If you are still having problems, following these steps to ensure Outlook Web Access functions correctly: 1) Open Internet Explorer, and click on Tools, Internet Options. 2) Select Security, and click on Trusted Sites. 3) Click the Sites... button, and in the Add this Web site to the zone box, and add the address of server. 4) Click Add, and OK twice.


Answer:

You can recover emails deleted in the past 28 days. In Outlook, click your deleted items folder on the toolbar (a waste paper bin) or from the folder list. Then choose the Tools menu and "Recover Deleted Items" (this maybe hidden, wait for the option to appear or click the >> arrow). You should now see what messages are held for you. Right-click on the deleted items folder and choose recover deleted items. Select the deleted item/items you wish to recover and click on the recover selected items button. Choose the folder you want to recover the items into, by clicking on the folder in the 'recover to folder'. Then click on the 'recover' button. NB the deleted items cache does not count towards your mailbox quota.


Answer:

POP3 was one of the first ways created for accessing people's mail and is lacking in some features. All the other ways of accessing your LJMU email (Outlook, Outlook Web, any IMAP program, OMA) give a consistent number and list of messages, POP3 is not guaranteed to do this and therefore is not recommended or supported. IMAP should always be used when available. POP3 has 3 major flaws: 1) All mail can be deleted off the server very easily (always tick the equivalent option for "leave email on server") - We are unable to do restores of individual mailboxes due to user errors like this. 2) All mail is usually held on the user's PC - this cannot be backed up or accessed via Outlook or the web. Plus, different chunks of email may be held on different PCs perhaps at work and home making it very difficult to use reliably. 3) If not configured properly, a user may not be deleting mail off the server and will eventually go over quota without any way of clearing this problem. In addition, if there is a change in server at JMU's end, the "old" never deleted mail may be re-read by the POP3 program. It can be very difficult to tidy up and fix this afterwards.
Due to these problems and other support issues, since 1998 we have never recommended the use of POP3 programs unless absolutely necessary. If the device supports Activesync then always use that as the first choice, it's a much more efficient protocol. If not, then use IMAP.


Answer:

Light mode is for low spec and basic PC usage, it removes lots of functions in Outlook Web App. To switch this feature off, Go to Options --> Accessibility. Untick the box marked "Use the blind and low vision experience". Save your settings and logoff.



Printing, Photocopying and scanning:

Answer:

Printouts are charged per page - you do not need to print colour pages separately from black & white pages to get the lowest cost. If you choose to print colour in FollowMe, you will only be charged more for the pages in colour. FollowMe printing always defaults to black and white for the lowest cost.

Please see http://www.ljmu.ac.uk/ITHelp/printing/118100.htm for more information.


Answer:

Please note, this is for Staff Only.

Please email the helpdesk@ljmu.ac.uk with the printer serial number (MPnnnn). Or fill in the online form "A fault/issue with a Ricoh printer" or telephone x5555.


Answer:

Use the bypass tray in Page Options in the software you are using. For example, in Word 2007, go to Page Layout tab, Click the small arrow to the right of Page Setup and then the paper tab. Click the small arrow to the right of Page Setup and then the paper tab. Bypass tray should be listed. Choose this and click on OK. When you go over to the printer, insert the paper in the bypass tray, then release and print.


Answer:

As above, for small print runs use the bypass tray. A tray can be marked as "special" and to only be used when requested. This will stop the paper being used when another trays run out in either printing or copying.


Answer:

Yes, in the printer setup section using the printer drivers. This is really handy when you want to print a poster in different sizes. Select the Printer options by clicking on the windows office button. Choose Properties button on the Paper tab, click the "Print On" and select the Paper size you require. You can choose A3, A5 or various other sizes without having to resize and reformat anything. NB You will get a far better quality output doing this rather than by copying with an enlarging.


Answer:

Yes, in the printer setup section using the printer drivers. Select the printer options by clicking on the windows office button. Choose Properties button, click the drop down for Duplex and select Booklet. Your document (in Word for example) must have a multiple of 4 pages. You can either print an A5 booklet on A4 paper, or an A4 booklet on A3 paper. Some software like Publisher have options for creating booklets also.


Answer:

There is a bug in the FollowMe driver that stops Project printing A3 in colour. In Project, Choose File -->Page Setup. On the set up tab, Select Colour, On Print Quality Tab, Select Color as manual, choose Advanced, Under Gray Reproduction Select CMY+K. Then under Text, Graphics and Photo under each box change the drop down to Photographic. Select OK 3 times till you are back at the Print Dialog.


Answer:

Most common files will print, like Office, PDF and various graphics (jpeg, tif, bmp). However, you cannot print Microsoft Project or Publisher files. You cannot print Photoshop files. More file types are added regularly so keep checking if there are particular files you would like. Please also see https://print.ljmu.ac.uk/cps/



Software and applications:

Answer:

Close all applications (don't forget to save any open files), i.e. Outlook, Word etc. Click Start > Log Off.


Answer:

Close all applications i.e. Outlook, Word etc (don't forget to save any open files).

Click Start > JMU Applications > System Utilities > Policy Refresh OR carry out the steps for logging off. Whilst logged off select Ctrl Alt Delete, DO NOT ENTER USERNAME OR PASSWORD.

Select Shutdown, drop the arrow to Restart and click OK. If Shutdown is not available click Options and then Shutdown. Drop the arrow to Restart and click OK.


Answer:

Please note, this is for Staff Only.

You can telephone the helpdesk on x5555 or email helpdesk@ljmu.ac.uk. Don't forget to include the PC base number and name of the software you wish to install.




Page last modified by Philip Bunker on 18 April 2012.
 
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