BUSINESS SCHOOL
I.T SERVICES
NEW STAFF
IT GUIDE
Version
1.0
1.1
Date
14 May 2008
24 Nov 2008
1.1b
1.1c
1.2
1.3A
1.4A
12 June 09
20 Oct 2009
21 January 2010
12 March 2010
20 October 2010
1.5
1.6
1.7
03 February 2012
02 May 2013
22 May 2013
Change details
Drafted and first edition
Updated services, forms and instructions, remove B2B, update VPN
instructions
Updated services, re-add B2B,
Updated services
Updated services and URLs
Separate Appendices/Tutorials, remove irrelevant Outlook tutorials
Updated URLs, remove forwarding, modify email content to ECS,
password protect, streamlined back into 1 document
Updated staff account provisioning
Updated SLA Timers
Added Exclusion for Law School services
Table of Contents
INTRODUCTION ................................................................................................................................................ 1
WELCOME ....................................................................................................................................................... 2
BITS TEAM MEMBERS ....................................................................................................................................... 2
FAULT LODGING PROCESS .................................................................................................................................. 2
Normal – By Logging on to IT Service Desk ................................................................................................. 3
Normal – By Lodging a Web Ticket .............................................................................................................. 3
High Urgency# - By Telephone ..................................................................................................................... 3
HELPDESK .......................................................................................................................................................... 4
QUICK GUIDES FOR ......................................................................................................................................... 5
ADMINISTRATION STAFF .............................................................................................................................. 5
GENERAL I.T ACCOUNTS INFORMATION............................................................................................................. 6
NON-SPONSORED I.T GUEST ACCOUNT ................................................................................................ 7
SPONSORED I.T GUEST ACCOUNT .......................................................................................................... 7
REQUESTING LAPTOP/DESKTOP COMPUTERS...................................................................................................... 8
SOFTWARE LICENSES REQUEST .......................................................................................................................... 8
ACCESS TO OTHER UWA SERVICES .................................................................................................................... 9
Procedure: .................................................................................................................................................. 10
ACCESS TO SHARED FOLDERS ........................................................................................................................... 11
Procedure: .................................................................................................................................................. 15
Sharepoint Address: .................................................................................................................................... 15
QUICK GUIDES ................................................................................................................................................ 16
GENERAL .......................................................................................................................................................... 16
FILE BACKUP .................................................................................................................................................... 17
Verify if MyDocuments* is synchronised on the server .............................................................................. 17
Check if your offline files had been synchronized ....................................................................................... 17
MAC user .................................................................................................................................................... 17
NETWORK PRINTERS......................................................................................................................................... 18
Adding a network printer ............................................................................................................................ 18
Set a default printer..................................................................................................................................... 18
REMOTE ACCESS SERVICE ................................................................................................................................ 19
VPN (Virtual Private Network) ................................................................................................................... 19
RDC (Remote Desktop Control) .................................................................................................................. 19
FILE SHARING SERVICE .................................................................................................................................... 20
BITS File Sharing Service ........................................................................................................................... 20
UWA File Sharing Service (CloudStorage)................................................................................................. 20
QUICK GUIDE .................................................................................................................................................. 22
ACADEMIC ........................................................................................................................................................ 22
COMPUTER LABORATORY BOOKING ................................................................................................................ 23
ONLINE SURVEY SERVICE ................................................................................................................................ 23
UWA Business School Survey ..................................................................................................................... 23
UWA Qualtrics ............................................................................................................................................ 23
SKYPE ............................................................................................................................................................... 24
Finding/adding contacts.............................................................................................................................. 24
Making Call ................................................................................................................................................ 24
TIPS AND TRICKS ........................................................................................................................................... 25
ALWAYS CREATE BACKUP COPY OF WORD DOCUMENT .................................................................................... 26
Restoring auto backed-up Word document ................................................................................................. 26
PROBLEM PRINTING PDF DOCUMENT?.............................................................................................................. 27
JUNK/SPAM EMAILS ........................................................................................................................................ 27
OUTLOOK ......................................................................................................................................................... 28
COMPUTER NOT RESPONDING ........................................................................................................................... 28
INTRODUCTION
WELCOME
Welcome to the first edition of Business I.T Services Guide for the business school staff.
The objective of this guide is to provide information about BITS and its relevant services
for staff member.
BITS Team Members
BITS team members consist of the following friendly I.T Professionals:
NAME
POSITION
Tim Villa
I.T Manager
Janelle Wood
Windows Network Administrator
Mark Secker
Lab Manager (CSO)
Amanda Godecke
Computer Support Officer (CSO)
Jenny Yeap
IT Support Officer (CSO)
Frank Hauptle
IT Support Officer (CSO)
Peter Tambayong
IT Support Officer (CSO)
Kirstein Fentiman
IT Support Officer (CSO)
Fault Lodging Process
The fault lodging process was designed to ensure that BITS can operate efficiently and
provide highest service quality. Each BITS officer has different responsibility to service the
Business School. All queries must be directed to Helpdesk as the first point of contact (See
Figure 1) and helpdesk will attempt to respond to your query within the recommended
UWA Service Level Agreement (See Table 1) * of the lodgment of the fault.
You can lodge the fault to Helpdesk in the following 3 methods:
Normal – By Logging on to IT Service Desk
1) Logon to http://www.itservicedesk.uwa.edu.au with your staff ID and Pheme
password
2) Once logged in, click Create New to lodge a new request
3) Type in your name in the Caller/Affected user field
4) Type in your request in the Comment field
5) Click Submit (OK)
6) The request will then be allocated to one of the CSOs
Normal – By Lodging a Web Ticket
1) I.T help may be requested via http://www.business.uwa.edu.au/staffnet/it/help_ticket
2) Helpdesk will call the user back to try to resolve on the phone
3) If unresolved, a ticket will be lodged and will be escalated to the CSOs
High Urgency# - By Telephone
1) Contact the helpdesk on ext. 7888.
2) Helpdesk will try to resolve the issue on the first call
3) If unresolved, a ticket will be lodged and will be escalated to the CSOs
* Please note that respond time is the amount of time for BITS to acknowledge the fault had
been entered on our ticketing system. The resolution time will vary depending on the
urgency of the incidents/request and the availability of the CSOs. Helpdesk tickets lodged
by email will be monitored at by several CSOs.
# High urgency refers to IT matters that affect all staff or that may result in a negative
impact on the Business School.
Priority
/Response
Personalised
Client Update
Target Resolution
Critical
High
Medium
Low
30 minutes
Every 4 hours
4 hours
Every 8 hours
4 hours
Every 8 working days
12 hours
2 working days
4 hours
Every 4 working
days
4 working days
Table 1 – SLA Timers (Source: Wed 8/02/2012 11:24 AM)
10 working days
IT Policies
IT Manager
Network Issue
Account Issue
Hard/software
Lab Issue
Tim/Simon/Janelle
Tim/Simon/Janelle
CSOs
Mark
Helpdesk
1st Call
SLA Timers
tresoluResolutio
n
User
Figure 1 – Helpdesk Response Procedure
Helpdesk
The main role of helpdesk is to provide 1st/2nd level support over the phone. As the first
point of contact, helpdesk will attempt to resolve most query over the phone. If
unresolved, a ticket will be generated and escalated to the 2nd/3rd level support that will be
dealt by the CSOs or the network administrators.
Location (Post):
Business School Building, M441 Ground Floor, G79
Phone
(Extension):
+618 6488 (7888)
Opening Hours:
Monday to Friday
8:30am to 6:30pm
Email:
ithelp-fbus@uwa.edu.au
BITS site:
http://www.business.uwa.edu.au/staffnet/it
IT Service Desk:
http://www.business.uwa.edu.au/staffnet/it/help_ticket
QUICK GUIDES FOR
ADMINISTRATION STAFF
General I.T Accounts Information
Staff
Tenure:
Access:
Email
Format:
Accounts
required:
Sponsored
Visitor
Full Time Part Time >= 4 weeks
Network/Internet/Print Access
First.lastname@uwa.edu.au
PHEME/BIZ
Visitor
PHD
< 4 weeks
Internet Only
Length of course
Network/Internet/Print Access
n.a
UnifiGuest
Student Email
PHEME/BIZ
Note: It’s up to HR how long it takes to create the account. Please allow at least 2
working days from submission of application.
Full-Time/Part-Time/Sponsored Visitor will have both PHEME and BIZ I.T accounts
PHD will have student PHEME and BIT I.T accounts. Please use their student number as the
Person ID
1) Authorised administrative staff provisions new BIZ staff account using the following
link: http://www.business.uwa.edu.au/staffnet/it/activation.
2) Authorised administrative staff activates the Building access using the following link:
http://www.business.uwa.edu.au/staffnet/it/activate_campus_card
3) New staff member activates the PHEME account at http://pheme.uwa.edu.au
4) New staff member must activate and BIZ IT account using the following link:
http://moolah.biz.uwa.edu.au/cgi-bin/activate-staff-account.pl
Authorised administrative staff requests guest I.T accounts using one of the following options:
NON-SPONSORED I.T GUEST ACCOUNT
Duration
Hardware
Access
4 weeks or less
Personally supplied laptop
Only to Wireless Internet Connection
1) Logon to https://uwa.service-now.com/
2) Select Service Catalog from the left navigation
3) Select Unifi Guest Single User Account OR Unifi Guest Conference Accounts (Bulk)
4) When requesting, please include the following information:
 First name:
 Last name:
 Start Date:
 End Date:
 Email address:
 Mobile Number:
 Company:
Note: Details of the account will be sent directly to the user via SMS and email.
Therefore a Mobile Phone Number is required.
SPONSORED I.T GUEST ACCOUNT
Duration
Hardware
Access
4 weeks or longer
Business School laptop/desktop or personally supplied laptop
Wireless Internet Connection, Business School desktop, laptops and resources
1) Fill in the form found on HR site
http://www.hr.uwa.edu.au/__data/assets/pdf_file/0006/2172606/Commencement_of_Nonuniversity_Staff.pdf
2) Team managers signs off (Maximum expiry normally 12 months or HR may knock
back if it's longer than 12 months)
3) Send it to HR and the team manager or administrative officer will receive
confirmation from HR and IS
4) Visitor activate Pheme account http://www.pheme.uwa.edu.au
5) Team Manager or Administrative Officer provisions new staff account
Requesting Laptop/Desktop computers
Team manager is responsible for requesting new or replacement PC for their team
members. The hardware/software request procedure is as the following:
1) Team manager send an email to Helpdesk to advise the estimated arrival of the new
staff member, their location (office or pod) and the computer type (PC or Laptop)
they'll need
2) IT manager will allocate PC/Laptop if available otherwise an order will be placed
3) BITS configure PC/Laptop and updates asset register to show the computer is being
redeployed from the pool to the location/person
4) CSO deploys the computer (host name, profile and configure email)
5) IT Manager orders a replacement of that model for the pool (liaise with Finance
team for purchase order numbers)
Software Licenses Request
Staff members may request for software licensed to Business School using the following
link:
http://www.business.uwa.edu.au/staffnet/it/licensing
Request can be made for:
 New installation/Software upgrade
 License renewal
For
other
software
licensing,
please
see
Software
Information
(http://cgi.biz.uwa.edu.au/cgi-bin/sw-info.cgi). Any non-standard software request must
be approved by the IT manager. Please send an email to Helpdesk requesting the nonstandard software.
Access to other UWA Services
To access TRIM/Financial Advisor, users need to apply for the accounts before contacting
Helpdesk. Please contact the following:
Advisor
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
www.finserv.uwa.edu.au
advisorhelp@admin.uwa.edu.au
8777 (Client Services)
http://www.finserv.uwa.edu.au/?a=2226245
Pheme account, Citrix
Financial Services/ Financial budgeting system
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
http://www.hr.uwa.edu.au/working/applications/alesco
sims-support@admin.uwa.edu.au
7891
http://www.hr.uwa.edu.au/__data/assets/pdf_file/0008/2211497/Alesco_Access_Form.pdf
Must be endorsed by Head or Department or Executive Dean, Citrix
Human Resource Services/ Payroll system
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
http://www.ask.uwa.edu.au/
http://www.ask.uwa.edu.au/app/ask
n.a
n.a
Pheme account
Student Services
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
www.callistasupport.uwa.edu.au
sims-support@admin.uwa.edu.au
4777
http://www.simssupport.uwa.edu.au/apply
UWA Staff Number, Pheme account, Jinitiator
SIMS/ Student information management system
Alesco (www.hr.uwa.edu.au)
AskUWA
Callista
ESS (Employee Self Service)
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
www.hr.uwa.edu.au/hr/user_support/applications2/web_self_service
hrshelp@admin.uwa.edu.au
7896 (HRS Help)
n.a
Any UWA employee will registered automatically
Human Resource Services/ Employee Self Service System
LMS (Learning Management System)
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
http://www.lms.uwa.edu.au
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
www.archives.uwa.edu.au
advisorhelp@admin.uwa.edu.au
8777 (Client Services)
http://www.finserv.uwa.edu.au/manual/?a=2268840
Pheme account, Citrix
Financial Services/ Financial account payable
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
www.archives.uwa.edu.au
trimhelp@admin.uwa.edu.au
3023
www.archives.uwa.edu.au/__data/page/84845/Request_for_Access_to_TRIM_form.pdf
Pheme account, Citrix
Archives and Records Management Services/Electronic document management system
Website:
Email:
Contact:
Application:
Prerequisites:
Entity/Function:
http://www.timetable.uwa.edu.au/
timetabler@admin.uwa.edu.au
7942/7940/8731 (Timetable Help)
n.a
n.a
UWA Admin/ Venue Timetable
help-elearning@uwa.edu.au
8190 (LMS staff support)
http://www.timetable.uwa.edu.au/Help/timetable_olcr_quickstart_guide.pdf
Follow instructions on http://www.lms.uwa.edu.au
LMS/ Online Learning
PeopleSoft
TRIM
UWA Timetable
User must have a Pheme account to use Citrix system to access all of the services except
RightNow (AskUWA).
Website: http://citrix.admin.uwa.edu.au
Procedure:
1. Apply for TRIM/Callista/Alesco/Peoplesoft or Advisor account (See contacts above)
2. Send an email to Helpdesk to request for PC configuration for Citrix
Access to Shared folders (For Business School use only)
Please refer to SharePoint for most up to date. Shared folders can only be requested by an
authorized staff as listed below:
SUB FOLDERS
1.1 Deputy Dean Ops
1.2 Faculty
1.3 Strategy
1.4 OoD
1.5 Marketing
1.6 BITS
USERS
HY Izan
K Rappa
L Stupart
Y-K Low
T Villa
DDO
L Brown
L Gorey
M Harvey
K Frost
P Lloyd
Izan
P Dolan
Izan
K Rappa
T Pantlin
Rhonda Flottmann
Q Ly
CJ Wong
X Jeffcote
B Tidy
B Partridge
B Doran
L Qiu
V Chia
Rhonda Flottmann
CJ Wong
Q Ly
X Jeffcote
M Roberts
B Partridge
V Chia
B Doran
L Qiu
B Tidy
J Wood
Authorised to approve access
change requests
K Rappa
L Stupart
Y-K Low
DDO
L Brown
L Gorey
P Lloyd
K Rappa
Rhonda Flottmann
Q Ly
Rhonda Flottmann
1.7 Reception
1.8 Finance
Research Project
1.9 Management
1.1 Reconciliations
M Secker
A Godecke
F Hauptle
T Villa
J Yeap
M Harvey
K Oakley
Izan
Y-K Low
K Frost
N Amenabar
P Johnson
R Fidge
K Rappa
P Robertson
Y-K Low
L Stupart
M Wood
K Frost
D Figg
V Karagiannis
R Oliver
H Reidy
T Taylor
N Amenabar
J Hu
J Dubbini
M Han
M Evetts
B Dagnall
L Brazzale
H Reidy
V Karagiannis
T Taylor
D Figg
R Oliver
P Adams
L Brown
J Hu
S Pollock
K Frost
N Amenabar
R Fidge
J Dubbini
M Harvey
K Oakley
Y-K Low
K Frost
Y-K Low
L Stupart
Y-K Low
K Frost
1.11 Team Managers
1.12 Team 1
1.13 Team 2
1.14 Team 3
D Soetjipto
H Le
M Evetts
J Douglas
L Brazzale
SH Wade
I Banea
S Pasan Mayu
M Han
E Stephanou
R Armstrong
K Nicholas
K Oakley
H Reidy
V Karagiannis
T Taylor
D Figg
P Adams
R Oliver
K Frost
R Light
G Shute
M Wood
D Figg
J Hu
I Banea
A Kelly
A Wiechecki
H Le
K Muriopulos
V Karagiannis
J Dubbini
D Soetjipto
L Goncalves
Y Manners
C Sandi Ossio
K Muriopulos
T Taylor
L Brazzale
SH Wade
S Pollock
S Thoms
J Douglas
E Kurejsepi
L Stupart
Y-K Low
on secondment
D Figg
J Hu
I Banea
V Karagiannis
J Dubbini
D Soetjipto
T Taylor
SH Wade
1.15 Team 4
1.16 Research Office
1.17 CSI
1.18 UG Student Centre
1.19 PG Centre
K Muriopulos
H Reidy
M Evetts
B Dagnall
S Pasan Mayu
J Douglas
K Muriopulos
P Robertson
R Oliver
M Han
A Nicol
E Stephanou
A Hearman
M Wood
K Muriopulos
P Flatau
H Reidy
B Dagnall
E Douglas
J Douglas
A Bauskis
M Evetts
S Mayu
R Brand
P Lloyd
M Sutherland
M Harvey
T Trevaskis
B Sykes
D Dieu
K Oakley
S Dunning
P Crompton
M Roberts
M Sutherland
P Adams
G Shute
T Hill
R Light
R Armstrong
D Ong
G Roberts
K Nicholas
J Gurbanski
H Reidy
M Evetts
R Oliver
M Han
H Reidy
B Dagnall
P Lloyd
M Harvey
P Adams
R Armstrong
on secondment
on maternity leave
1.23 Supported Teams
M Juritzen
G Ngui
M Rajkovic
L Brown
C Richard
L Brown
Procedure:
1) Requester *1 consults the SHARED FOLDER SCHEMA_PERMISSIONS document on
Sharepoint
2) Requester sends request details to the content owner
applicable)
*2,
including expiry date (if
3) Content owner approves the change by forwarding the request to Help Desk
4) Help Desk assigns Caller status to the content owner, and Affected User status to
the person who requires access (all subsequent updates in the ticket will then be
sent to both parties)
5) BITS applies the update to the permissions, and provisions the individual requiring
access with the appropriate shortcuts
6) Delete the following as action is covered by noting expiry date in initial help request
(ref item c). BITS to log and follow-up. Content owner requests permissions to be
restored in a separate ticket once access is no longer required, for auditing purposes.
*1
*2
the requester is the person making the request, generally a TM
the content owner is listed as “Authorised to request change” in the schema
Sharepoint Address:
URL: http://sharepoint.biz.uwa.edu.au/sites/bizprofessional
QUICK GUIDES
GENERAL
File Backup
All staff member SHOULD save their works in U: Drive or My Documents*.
documents saved on the desktop will NOT be backed up.
Any
Verify if MyDocuments* is synchronised on the server
1. Check that the content of your U: drive is the same as MyDocument*
2. If they differ, please call Helpdesk on ext 7888 to configure it correctly
Note: to directly access your personal network folders, type \\kip\homes\username
Check if your offline files had been synchronized
1. Check that all the files/folders in
either
the
U:
Drive
or
MyDocuments* has the
blue arrows icon.
2.
If it does not have the icon, it
indicates the file was created
offline and had not been uploaded
to the server or vice versa.
3. Point your mouse cursor to the
U:/ or MyDocuments*
4. Right click your mouse
5. Left click Synchronise
6. If you can are unsure, please call
Helpdesk on ext 7888 to configure it correctly
MAC user
MAC users currently must user Time Machine and their personal external hard drive to
back up their data. Please request a job to Helpdesk if your MAC requires backup
configuration.
Network Printers
Adding a network printer
1. Open Windows Explorer
2. In the Address field, type
\\Taka OR \\Guilder
3. The list of available printers
will be shown
4. To add simply double click
the printer name
5. If unsure, please contact
Helpdesk
Set a default printer
1. Click Start -> Settings -> Printer and
Faxes
2. Point to the preferred printer on your list
3. Right click your mouse
4. Left click Set as Default Printer
Remote Access Service
Remote access service simply allows staff members to remotely access UWA I.T resources
such as remote controlling your Desktop PC or remote access the shared folders.
VPN (Virtual Private Network)
VPN (Virtual Private Network) allows a
user of a network to remotely access
another (UWA) network via the Internet.
VPN allow UWA staff with a University
laptop to continue working remotely on
the same laptop environment.
(Source: http://dingetje.homeip.net/howto/VPN/)
RDC (Remote Desktop Control)
RDC allows user to remotely control your UWA desktop computer and simulate the
remote screen locally on your PC at home. This method is the easiest to use as all settings
are kept on your desktop in the University office. This method requires 2 steps:
1) VPN (Virtual Private Network)
2) RDC (Remote Desktop Control)
Note: RDC is best suited for staff using their personal desktop PC at home to access
University resources. Laptop users can directly VPN to access University resources from
their laptop.
File Sharing Service
This is service allows user to transfer file up to 150Mb directly to another staff member or
share it with another user globally.
BITS File Sharing Service
For local sharing: http://bits-ticket.biz.uwa.edu.au/cgi-bin/upload.cgi
For public sharing: http://bits-ticket.biz.uwa.edu.au/cgi-bin/web_upload.cgi
1. Click
to find and select
the file you like to upload
2. Type in the recipient’s username
(password for public sharing is
required)
3. Click
4. The recipients will then receive an
email advising them of the file
waiting to be opened.
UWA File Sharing Service (CloudStorage)
URL: https://cloudstor.aarnet.edu.au/
Instructions: http://www.is.uwa.edu.au/it-help/staff-all/cloudstor
QUICK GUIDE
ACADEMIC
Computer Laboratory Booking (For Business School use
only)
Computer lab can be booked by any staff with Timetables (timetables@uwa.edu.au).
BITS support all the following labs:
Room No
Function
G85
G86
G87
1.25
Common Room
UG Teaching Lab (Mitsubishi)
UG Teaching Lab
Hon/UG Teaching Lab
Postgraduate Resource Room
General purpose
Opening Hours
Mon – Fri: 7am – 11pm
Weekend: 8am – 6pm
Public Holidays: 8am – 6pm
Honors student may apply for 24/7 access
Normal business hours
Online Survey Service
This survey service can be requested by academic staff to facilitate their unit or research
works to run a worldwide survey.
UWA Business School Survey
System Owner:
Contact Person:
Contact No:
URL:
Business School I.T
Frank Hauptle/Peter Young
6488 7888
http://bits-ticket.biz.uwa.edu.au/limesurvey/admin/admin.php
UWA Qualtrics
System Owner:
Contact Person:
Contact No:
URL:
Institutional Research Unit (IRU)
Delaney
6488 3971
http://www.surveys.iru.uwa.edu.au/qualtrics
Skype
If you cannot find Skype in Windows program list, please email Helpdesk. Once installed,
apply for an account http://skype.com/intl/en/ to login to Skype.
Finding/adding contacts
1. Click
tab
2. Click
3. Enter
the
Skype
username of full name
4. Click
5. Once listed in the box,
select the Skype user
you want to add
6. Click
Making Call
1. Select a user from the Contact list
2. The user is Online if you can see
3. Click
TIPS AND TRICKS
Always create backup copy of Word document
Note that all Microsoft Office programs have an auto-recovery function.
additional feature that you can have in case the auto recovery does not work.
This is an
1. Click File tab
2. Select
3. Select
4. Tick Always create backup copy
5. Click
to complete
Restoring auto backed-up Word document
1. Click File -> Open
2. Select All files
3. Select the document
that start with Backup of
yourdocumentname
4. Click
Problem printing PDF document?
Symptom: PDF documents can’t be printed
Note: Only use this method to print 10 or less pages document. Anything more than 10
pages may hold up the print queue for other users.
1. Click File -> Print
2. Click
screen
on the Print
3. On the Advanced Print Setup
page, tick Print As Image
You can adjust the resolution:

150dpi – lower quality

300dpi – standard

400dpi – better for
picture
4. Click
5. Click
again to print
Junk/SPAM emails
Symptom: Often users received emails that may come from an illegitimate sender. Some
emails may come with a rather threatening message. Don’t panic and if unsure, do NOT
reply back. For Outlook option, please see Tutorial 2 – Quick Guide Outlook 2003.
General rule:
1. Any legitimate organization (BITS or ITS) will never ask for username and password
over the email
2. If unsure who the sender is, DO NOT open any link or file attachment
3. Any offer too good to be true can also be an indication of SCAM emails
4. Move the suspicious email to the Junk/SPAM folder
Outlook
Symptom: Outlook not receiving emails or not
responding. After shutting down Outlook, it cannot
be reopened.
1. Hit Ctrl+Alt+Del buttons
2. Select
3. Select the Processes tab
4. Scroll down the list to find Outlook.exe
5. Highlight Outlook.exe
6. Select
7. Reopen Outlook
Note: Please see the Outlook Guide for more tips
and tricks.
Computer not responding
Symptom: Your PC has frozen and you cannot shut it down.
1) Press and hold the Power button on the PC/laptop case for 5 or more seconds
2) Start PC again
3) If you see a black screen with Start up options, choose “The last known good
configuration” or “Start Windows normally” or “Safe mode”
4) Restart the PC again if Step 3 is successful