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Q. Who do I contact if I have problems with Microsoft Word or Excel? A. General Office (Sheila Gove) |
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Q. Can I change my print Queue myself. A. No, a member of Systems Staff will do this for you. |
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Q. If I get a message saying my password has expired and I have 5 grace logins, can I just wait and change it on the 5th login? A. No change it on the first. |
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Q. What is the best way to contact Helpdesk? A. By Sysweb Helpdesk Form |
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Q. Is there anything I should check before contacting Helpdesk? A. Yes, a list is available on Sysweb. Before contacting Helpdesk |
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Q. How do I know if my Helpdesk message has been received? A. You should receive a message alerting you of the call number when the call is logged. This is normally done within 2 hours. |
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Q. Where are the Systems team located? A. The Systems team are based in the Main Library on the Ground floor, it is best if you contact them by email. |
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Q.The System has gone down and I was told that I would receive a phone call when it was safe to log back on. Can I try to log on even if I haven't had a call yet? A. No. If you are told to log off it is usually so that maintenance can be carried out. Anyone logging on before it is safe could jeopardise the maintenance's success. |
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Q. The System has gone down and I was told that it would be safe to log back on at 9:00am. It is now 9:15am, will it be safe for me to log on. A. In this case you should go ahead and log on - Systems would usually call round if it weas necessary to extend the downtime. |
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Q. Do the Systems team carry out all repairs themselves? A. No. If there is a fault with the internal hardware of your computer, the Systems team may involve another party, usually either RM or Edinburgh University Computing Services. If an engineer arrives on site s/he should have all the necessary information but if they do need to know something which you are unsure of, please phone helpdesk who will be happy to advise. |
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Q. My computer has hung and I don't have access to another computer. Can I phone Helpdesk? A. In this instance it would be appropriate to phone helpdesk |
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Q. My computer keeps hanging when I start it up. A. This may be due to the virus scanner buy. To fix this, go to the START menu, then PROGRAMS and select "stophang.bat". Then reboot machine. |
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Q. Paper is jammed inside my printer...what should I do. A. Open the printer and GENTLY try to remove it. If unsuccessful, contact helpdesk. |
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Q. I can't access Sysweb I get a message "Access Forbidden". A. Your machine is not DNS registered, contact helpdesk. |
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Q. Can I cancel print jobs? A. You can cancel your own print jobs but not anyone elses. To do this, click on "My Computer", open the "Printers" folder, double-click on your printer. You should see the document on the list, check you are the owner and highlight the document. Now select "Cancel Printing" from the "Document" menu. If this fails, contact Helpdesk. If the person who has sent the job to the printer is not available, helpdesk can cancel it for you. |
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Q. Can I move my PC myself? A. You can only move a PC by yourself if you are moving it to somewhere within a few metres of its original position. The Systems department will always carry out this task for you if you are moving to another area. This is because we may need to change the number that your PC is identified by on the network. Also, this will prevent problems with cabling etc. Contact helpdesk if you require any equipment moved. |
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Q. I have a message saying that I'm logged into too many workstations...what do I do? A. Check you have not left yourself logged into any other workstation first. If you haven't, contact Helpdesk and we shall clear the old connection for you. |
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Q. How long will it take to fix my helpdesk call? A. How long is a piece of string? This differs for every call. Some calls can take weeks to fix because they are developmental calls and not faults. Most faults are fixed within two days, that is faults to an existing service. However, a development call usually involves project time, money or policy decisions. You should always receive a call reference number within a few hours. |
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Q. Can I download software from the Internet? A. We normally advise that users are extremely cautious when downloading from the Internet. This is due to viruses, bugs and problematic material. However, you can download to the D:\ drive of your PC, but please seek advice from Helpdesk before doing so. |