Office of Information Technology at Ohio University

Office of Information Technology at Ohio University

Faculty & Staff FAQ

Getting Set Up

General Problems

Privacy Issues

Sound

Monitor

Upgrades and Add-ons

Printer

Service Desk Info

Email

Passwords

I forgot my Oak password. What do I do?

Network

Security

General Policies

Getting Set Up

What are the requirements for a computer to be used in a university office?

Ethernet adapter must be 10baseT compatible (RJ-45 connection, capable of 10 or 10/100 mbps)
Operating system should be Windows 95, Windows 98, Windows NT, Windows 2000, or Macintosh OS 7.5.5 or greater

What does OIT recommend when purchasing a computer to be used in a university office?

We recommend Gateway and Macintosh computers, since OIT is able to provide warranty repair services for those brands.

We recommend Windows 2000. We do not support Windows ME.

Where can I buy a computer?

Gateway
1-800-846-2754
http://esource.gateway.com/ohiou (Institutional/Departmental Purchases)
http://esource.gateway.com/ohiouniversity (Personal Purchases)

Apple
1-800-MY-APPLE
http://store.apple.com

What software can I obtain from the university?

Visit our Downloads section for free access to anti-virus software, e-mail clients, calendaring, and misc. network apps.

A list of all available software at Ohio University is available at http://www.ohiou.edu/software.

For specific information regarding Microsoft products, please visit http://www.ohiou.edu/software/msoft.html.

What kinds of network connections are available in university offices?

The standard on-campus network connection is 10 megabit per second (10baseT) Ethernet. Every office, classroom, and conference room on campus will have at least one Ethernet jack in it. 100 megabit per second Ethernet (100baseT) is available as an option in many locations. If you are interested in a 100 megabit connection for an office or lab, please contact the Service Desk for current availability and price information.

General Problems

My computer, printer, or monitor randomly turns off on me.

You might have a loose power cable, especially if this is a problem with your printer. Try swapping power cables between the different parts of your system until you find the combination that fits best. Make sure you turn everything off before pulling the power cables!

My computer won't boot! It just keeps saying "non system disk in drive" or "NTLDR not found"!

You probably left a diskette in your floppy drive. Eject the disk and try booting again.

How to recover from a "frozen" computer.

If your computer won't respond to the mouse or keyboard, first wait a few minutes. Windows sometimes recovers on its own from what looks like a crash. If waiting doesn't help, press Ctrl-Alt-Del. Choose Task List… and look for a program listed as "not responding." Select that program and tell Windows to close it.

If Windows doesn't respond to any of the above steps, then press the reset button or press and hold the power button until your computer shuts down. If Windows doesn't respond to any of the above steps, then press the reset button or press and hold the power button until your computer shuts down.

What do I do if a component starts smoking?

A smoking computer component is a Bad Thing. Unplug the component from the wall as quickly as you can. Call the Service Desk and don't use the system again until a tech can come check it out!

Where (and what!) is the Reset button?

It's a small button on the front of your CPU, near the power switch. Pressing this button while your computer is powered on will cause an instant reboot, without giving you the chance to save your work. Only use this switch as a last resort when Windows has crashed. Note: Certain models don't have a reset button. On those machines, if your computer won't respond to the normal Windows crash procedures, you'll have to press and hold the power button until your computer turns off.

Sound

How do I adjust the volume on my computer?

Windows: Click once on the yellow speaker icon in your computer's System Tray to set the volume in Windows.

Also, make sure the mute option isn't checked. You also can double-click on the yellow speaker icon to bring up the Windows mixer. This dialog box lets you independently set levels for CDs, system sounds, the mic input, etc.

My sound doesn't work!

If your computer's sound doesn't work, try these steps:

1. Make sure that your speakers are turned on, the volume is not turned all the way down, and that the mute button is not set to "on" (if appropriate).
2. In Windows, double click on the yellow speaker icon in your System Tray. Make sure the volume sliders are all set at least partway up and that none of the mute boxes are checked.

4. If you still don't have sound, make sure your cables are hooked up properly.

Monitor

My monitor is displaying really weird colors, and the screen size is all wrong!

Your computer may be operating in Safe Mode, a bare-bones mode that Windows sometimes boots into when recovering from a crash. Go to the Start Menu and choose Shut Down… Then choose Restart. When Windows comes back up, things should look normal again.

If a restart doesn't fix things, try adjusting your display settings (see below).

How do I adjust my display settings?

Right click on any unoccupied space of your computer's desktop. Choose Properties. On the Settings tab, adjust the Screen Area and Colors settings to your liking. Please don't mess with any of the Advanced settings. Doing so is a good way to render your computer unusable!

How do I change my desktop picture/wallpaper?

Right click on any unoccupied space of your computer's desktop. Choose Properties. On the Background tab, choose a new image. You also can use your own image, as long as it's in BMP format. Choose Browse… and navigate to the folder where your preferred image is located.

I put some speakers or an appliance next to my monitor. Now it looks weird.

Monitors don't like unshielded magnetic fields. Many stereo speakers and small appliances generate such fields. Move the offending item farther from your monitor.

View this video

Upgrades and Add-ons

How do I connect a USB device?

In general, USB devices are easy to install. Many, like Zip drives, have the software already configured in Windows 2000. In that case, all you need to do is plug the cables into the correct ports and turn everything on. With cameras, scanners, etc, make sure to check the manual that came with the device. Some USB devices can be plugged in while the computer is on, while others need everything to be turned off first. Also, some devices prefer that you run their setup disk before plugging them in. Others need you to plug them in first. When in doubt, check the device's manual.

Where can I get replacement or add-on cables?

Ethernet cables and replacement audio, printer, and power cables all are available from the Service Desk on the 3rd floor of the HDL Center. Service Desk Hours.

What kinds of peripherals and supplies can I buy?

You can buy the following items from the "Equipment Repair and Supply" office, located on the first floor of the HDL Center.

ISA, PCI, PCMCIA, and USB Ethernet cards (for non-University computers)
Ethernet cables
Ethernet hubs
Okidata toner cartridge refills
TV coaxial cables
100 MB Zip disks
250 MB Zip disks
USB printer cables
USB 10 foot extension cables
Parallel printer cables
Heavy duty 6 foot extension cords

Protecting Against Lightning and Power Outages

For protection against electrical storms and power outages, we strongly recommend connecting your computer and monitor to a battery backup unit (UPS). On top of providing basic surge and voltage drop protection, a UPS allows your computer to continue operating for several minutes during a power outage--long enough for you to save your work, close your applications, and safely shut the machine down.

To get the best performance out of a UPS, you should avoid connecting power hungry accessories like printers to your battery backup. Most new UPS units allow you to choose which items have battery backup and which have only surge protection. Computer, monitor, and possibly your modem, cable modem, or DSL router (if off campus) are the only items that should be on battery backup. Your printer, speakers, scanner, etc. should be connected to "surge only" outlets. If your UPS does not have this feature, use a separate surge protector plugged directly into the wall for such accessories.

Printer

Okidata toner refills.

OIT offers Okidata 6e, 10e, and 14e toner refills for $10.00, with cartridge exchange. Bring your old toner cartridge with you to the Service Desk on the 3rd floor of the HDL Center. You must exchange your old cartridge to get the $10.00 price!

If you prefer to buy a new cartridge elsewhere, you can do so; however, be careful buying off-brand replacement cartridges. We cannot refill non-Okidata cartridges, and you could get billed for any damage caused by such a cartridge.

General printer troubleshooting

Please confirm the following:

the correct printer driver for the user's model of printer has been selected
there are sufficient system resources
printing has not been paused
all cables are firmly connected
the printer is turned on
printer is online
there is paper in the printer
the paper is loaded in the tray, and has not been "loaded" (shoved) in the back of the printer
the paper size selector is set correctly for letter-sized paper
there are no apparent paper jams
there are no foreign objects in printer
the paper is not slick or very thin
the user has correctly pushed the paper tray all the way in
the printer has enough toner (toner indicator light is not blinking slowly)
the "face-up tray" at the back of the printer (10e & 14e) is pushed in all the way so printouts come out the front

Service Desk Info

Service Desk hours

Click here for Service Desk hours.

Where is the Service Desk?

The Service Desk is located on the third floor of the HDL Center, 154 W. Union. Click here for a map.

What to know when you call the Service Desk:

Your Oak ID.

Detailed description of the problem. If you can, write down the text of any error messages you may have received.

A list of any programs, plug-ins or add-ons you or a roommate may have installed recently.

What to expect when you call the Service Desk

Diagnostic questions: The tech probably will ask you a series of questions, some of which may seem overly obvious to you. Please bear with us! These questions help us understand exactly what is happening with your computer.

Holding pattern: If you call during a busy period, you might get put on hold, but the wait should never be more than a few minutes. We answer all calls during our normal phone support hours!

Remote control: To help diagnose a problem, the tech may ask for permission to remotely control your computer over the network. Remote control allows the tech to see what you are seeing on your computer and to type and move your mouse pointer. Think of it as having a second display, keyboard, and mouse. Don’t worry, at no time can the tech see you or anything in your room!

What kind of response time can I expect from the Service Desk?

Response times will vary, depending on how busy we are. Our busiest times are at the beginning and end of each quarter. For problems that can't be fixed over the phone, we accept work orders on a first come first served basis.

Do I have to be present for a tech to look at my machine?

No, but we will not enter your room when you're not home without your permission.

I want to be present when the tech comes to look at my machine.

This is fine. Simply tell the Service Desk that you want to be present during the service call. You'll need to arrange a time when both you and a tech are available. In some cases, this can mean waiting longer for the service call.

E-Mail

What is Oak?

Oak is Ohio University's e-mail and personal web page server. All students, faculty, and staff receive a free account on Oak. When people send mail to your @ohio.edu e-mail address, that mail gets delivered to Oak by default.

What is my Oak ID?

Your Oak ID is your Ohio University network username. Your Oak ID is your login for services including:

University e-mail
Personal web pages
On-line class scheduling
On-line course materials through Blackboard

What is my Ohio University e-mail address?

Everyone at Ohio University has at least two options for addressing e-mail: "your name plus a number"@ohio.edu and "Oak ID"@ohio.edu. Both of these addresses deliver mail to your Oak account.

To find out exactly what version of your name to use, visit our email page and follow the links under About Your Oak Account.

I don't like my Oak ID. Can I change it?

No. However, you can customize your ohio.edu identity to make it easier for people to find your e-mail address. You can add nicknames, a homepage URL, or even a PGP key, if you encrypt your e-mail.

Click here to modify your ohio.edu identity.

How to activate your e-mail:

Faculty and staff must visit the Service Desk before using their Oak accounts for the first time. This is often part of new employee orientation.

Why activate your e-mail?

Professors use Oak e-mail to contact their students.
The Registrar uses Oak to notify students about class scheduling.
We use Oak for tech support announcements.
Academic departments use Oak for communicating with students.
Your Oak ID also is the key to many web-based services, including on-line class notes and on-line scheduling.

How to forward your e-mail:

If you normally read your e-mail somewhere other than Oak (hotmail, AOL, etc.), then you should set your Oak forwarding. Click here and follow the instructions.

Note: When you forward your Oak mail, you are bypassing mail delivery on your Oak account. Messages sent to your Ohio University e-mail address will only appear on your forwarded account. No copies will be kept on Oak.

How to tell if your forwarding is working:

After setting your forwarding, send a message to your Ohio University e-mail address. That message should wind up in whatever account you specified on the forwarding page. If not, visit our forwarding page again and check to make sure you spelled your forwarding address correctly.

I want to send a mass mailing to everyone in my dorm/on campus/in the world. How do I do it?

We maintain special shared e-mail folders on Oak for just such a purpose. Open Mulberry, go to the Servers window, and open the User:Announce tree. Each shared folder there includes a message with instructions on how to read and send announcements.

If you want to send direct mail to a huge number of people (spam), please think twice about it. Using a university computer to send unsolicited mass mailings can be considered abuse of the network. If we get complaints that you are sending spam, you could lose your network access privileges at Ohio.

Policy Page

What do I do about this annoying over-quota e-mail message you keep sending me?

That message is automatically generated when your mailbox gets close to its limit. Delete some of your messages, especially any with large attachments. If you wait too long and your mailbox goes over quota, you may have trouble accessing your account. Don't forget to check you sent mail folder for large attachments, too.

Can I set up a vacation message on my Oak account?

Yes. Visit HERE to create a message that will automatically be sent to anyone who sends you an e-mail.

Passwords

I forgot my Oak password. What do I do?

If you forgot your Oak password (for e-mail, Blackboard course materials, etc.), visit the Service Desk on the 3rd floor of the HDL Center. Your password cannot be given out via email or over the phone.

Network

Checking your network connection

NOTE: Many network problems can be corrected by simply rebooting the computer.

1. Before attempting troubleshooting, please confirm that there is not already a known outage for that user's area.

2. Check for an IP Address:

Go to the Start Menu and choose Programs:Accessories:IPCONFIG.

Record the machine's MAC address and IP address, if possible.

A correct IP address on the Ohio University network is of the form 132.235.x.x.

3. Look for a Link Light

On the back of your computer where the Ethernet cable plugs in, you should see an amber or green light.

Note whether the light is on, and whether it's solid or flashing.

If the link light is blinking, most likely the problem is software-related. Please have the user reboot. If that doesn't fix the problem, check to see if the user is able to receive an IP address. If so, have the user attempt to ping the DNS server, 132.235.64.1. To confirm DNS resolution is working, please have the user ping a domain name, such as www.ohiou.edu. If all efforts fail, please call the Service Desk.

If the link light is solid, there is most likely a problem with the data hardware involved. First, have the user try a different, known-good ethernet cable. If all efforts fail, please call the Service Desk.

If the link light is off, then there may be a problem with either the physical setup, or there may be an outage. Make sure all Ethernet cables are not damaged in any way, and are plugged into both the wall jack and computer correctly. To be certain, unplug each Ethernet cable, and plug it back in. If using a hub:

Try plugging the computer's Ethernet cable directly into the wall. If the light comes on, then the problem is with the hub or its cables.

Make sure the hub's AC adapter is plugged in at both ends.

The Ethernet cable from the wall jack should be plugged into the hub's highest numbered port: Port 4 for a four port hub, Port 8 for an eight port hub.

The switch next to the highest numbered port should be set "To HUB".

The Ethernet cable from the computer should be plugged into one of the other hub ports.

If one computer is hooked up to the hub and working but the other isn't, try switching ports and/or cables between the "good" and "bad" computer.

How do I connect my non-University computer to the network?

To connect to the campus network, your computer needs a 10baseT cable and either a built-in 10baseT Ethernet jack or a 10baseT Ethernet card. No special software is needed; however, you will need to configure the correct network settings for your operating system. The Service Desk can help you with these settings.

Security

Keeping your computer secure
1. Shut your computer down when you're not using it. Because our network is available 24 hours a day, your computer is an easy target for hackers when left on unattended.
2. Don't open unsolicited e-mail attachments.
3. If you want to use Windows file sharing, don't grant unrestricted access to your hard drive. Instead, set permissions for shared folders to "read-only".

What do I do if someone threatens me or harasses me online?

Email

Any user may report cases of suspected misuse or abuse of Ohio University computing resources to abuse@ohio.edu.

OUPD

If the user suspects criminal activity, or prefers to deal with law enforcement, please have them contact our local authorities directly. The Ohio University Police Department (OUPD), a full service law enforcement agency serving the Ohio University community, may be reached via email at noftz@ohio.edu, by phone at 740-593-1911, or via fax at (740) 593-0576. For further information regarding OUPD, please visit http://www.ohiou.edu/police/index.htm.

What do I do if I think someone is trying to hack my computer?

Send an e-mail to abuse@ohio.edu or call the Service Desk at 740-593-1222.

General Policies

Computer usage policies

Please visit http://www.ohiou.edu/~polproc/91-003.html for the full text of Ohio University's Computer and Network Use Policies (Ohio University Policy No. 91.003).

What are your policies regarding remote control of my computer?

There is software available that allows the Service Desk to remotely view your computer's screen and control your mouse and keyboard. This software cannot be activated without your permission. Also, this software only lets us see what you are seeing on the screen--it doesn't let us see you or your office!