Faculty/Staff Helpdesk FAQ

(simply click on your question to view answer)

Location & Contact Info

• * Where is the Faculty/Staff Helpdesk Located?
  •   
  • - The Shippensburg University Faculty/Staff Helpdesk is part of the Technical Support Center, located on
         the first floor of the Mathematics and Computing Technologies
         Center in the MCT054 computer lab.
    
    
• * What is the phone number to the Faculty/Staff Helpdesk?
  •   
  • -  On-campus phone:  Dial extension 4357 and choose Option 2
  •   
  • -  Off-campus phones & cell phones:  Dial (717)-477-4357 and choose Option 2
  •   
  • -  A Faculty/Staff Helpdesk Support Technician will answer the call
         during business hours. 
  •   
  • -  Users calling in after hours will need to leave a detailed message
          that includes their name, a phone number where they can be
          reached, and a brief description of the issue.
    
  
  
• * What is the e-mail address for the Faculty/Staff Helpdesk?
  •   
  • -  The Shippensburg Faculty/Staff Helpdesk e-mail address is
          helpdesk@ship.edu. 
  •   
  • -  This e-mail address is checked multiple times throughout the day
          even over the summer months.
    
  
  
• * When is the Faculty/Staff Help Desk open?
  •   
  • - The Shippensburg Faculty/Staff Helpdesk is open Monday thru Friday during the week. The hours are as follows:
    
    

    Monday	7:30am -4:30pm
    Tuesday	7:30am - 4:30pm
    Wednesday	7:30am - 4:30pm
    Thursday	7:30am - 4:30pm
    Friday	7:30am - 4:30pm
    Saturday	Closed
    Sunday	Closed

  
  

E-mail Questions

• * What type of e-mail system is used on campus?
  •   
  • -  On-campus PC machines use Microsoft Outlook.
  •   
  • -  On-campus Mac machines use Microsoft Outlook.
  •   
  • -  Off-campus machines use Outlook Web Access by going to
         https://mail.ship.edu and logging in with your University
         credentials.
  •  
  • - Off-campus machines may also use Outlook Anywhere if
         Microsoft Office version 2007 or later is installed.  See the
         Outlook Anywhere Setup Guide for more information.
    
    
• * How do I access e-mail from home or a computer off-campus?
  •   
  • -  Off-campus machines use Outlook Web Access by going to
         https://mail.ship.edu and logging in with your University
         credentials.
  •  
  • - Off-campus machines may also use Outlook Anywhere if
         Microsoft Office version 2007 or later is installed.  See the
         Outlook Anywhere Setup Guide for more information.
    
    
• * How do I change my password?
  •   
  • 1.  Open Internet Explorer on your computer.
  • 2.  Browse to http://password.ship.edu
  • 3.  Follow the on-screen instructions to reset your password
  • 4.  Click here for password requirements (also found on the password 
           website)
    

  -  8 character minimum length

  -  Must include 3 of the following 4 categories:

         1.  Uppercase Letters

         2.  Lowercase Letters

         3.  Numbers

         4.  Special Characters

  -  Password CANNOT have part of your name or id
  
  

• * How can I e-mail my entire class?
  •   
  • 1.  Open Internet Explorer with your on-campus computer.
  • 2.  Log into the Faculty Information System (http://info.ship.edu)
  • 3.  Select the option to e-mail your entire class
  • 4.  Your computer will automatically launch your e-mail program
  • 5.  Compose your message and click "Send" to mail it to your entire
           class
    
• * How can I e-mail a larger list of people?
  •   
  • - The size limit for a distribution list is 160 addresses.  If your
          intended audience is more than 160, it is recommended that 
          different methods are used such as a personal website posting,
          blackboard, FACT newsletter, or a direct mailing.
  •   
  • - When sending an e-mail to a list smaller than 160 addresses, you
          can follow these steps:
  •         1.  Type our name in the "To:" field
  •         2.  List your recipients' names in the "BCC:" field (you may 
                   need to click the "arrow" to the right of the "Options"
                   button to get the "BCC:" field to appear if you do not
                   see it).
  •         3.  This method will allow only you (the sender) to see replies
                   to the message, even if "Reply All" is mistakenly used.
    
    
• * How do I access junk messages and SPAM filter settings?
  •  
  • -  By default, suspected SPAM messages are quarantined automatically
  •  
  • -  You can access your SPAM settings by browsing to https://barracuda.ship.edu/
  •  
• * Why do I receive messages from people that I haven't sent e-mail
         to stating that I sent them infected e-mails?
  •   
  • -  Viruses and spammers forge "From:" addresses with an address
          pulled from a victims contact list.
  •   
  • -  Therefore, your machine is most likely not infected.
  •   
  • -  Since these types of infections are usually not found in
          University-owned machines, there is nothing we can do to stop
          your address from being forged on the infected machine.
  •   
  • -  If you are unsure if your machine has an active infection, please
          contact us:  helpdesk@ship.edu or x4357

Network File Storage Questions

• * How do I access my network files from my office computer 
        on-campus?
  •   
  • Method 1
  • 1.  Open "My Computer"
  • 2.  Double-click the "T:\ drive"
  • 3.  Drag and drop files to the T:\ drive
  •   
  • Method 2
  • 1.  Open your "My Documents" folder
  • 2.  Open the "My Network Documents folder"
  • 3.  Drag and drop files to the "My Network Documents" folder
    
    
• * How do I access my network files from another computer
        on-campus?
  •   
  • 1.  Log on to any network-connected PC on campus using your 
          University-provided credentials
  • 2.  Open "My Computer"
  • 3.  Double-click the T:\ drive
  • 4.  Access your network storage files
    
    
• * How do I access my network files from my home computer 
        off-campus?
  •   
  • 1.  Open Internet Explorer
  • 2.  In the address bar, type:  https://anchor.ship.edu
  • 3.  You will be prompted for your login information
  • 4.  Enter your Ship email address and password
  • 5.  Click "OK"
  • 6.  Click on the + next to S-Drive or T-Drive to expand the folders
  • 7.  Access your network files
    
    
• * What types of files can I store in my network storage?
  •   
  • -  Any business-related data files
  •   
  • -  Storing personal data is not supported
    
    
• * How much space do I have to store items in network storage?
  •   
  • -  Each faculty/staff member is given 20GB worth of network storage
  •   
  • -  You will see a warning message when your file space becomes full
  •   
  • -  If you receive the message, you will need to cleanup your files to
          create more space for saving additional files
    
    
• * How do I check to see the space I am currently using in network
        storage?
  •   
  • Method 1
  • 1.  Open "My Computer"
  • 2.  Click once on your "T:\ drive"
  • 3.  Directly below the drive name, you will see the space available
  •   
  • Method 2
  • 1.  Open "My Computer"
  • 2.  Double-click your "T:\ drive"
  • 3.  Click the "Edit" Menu
  • 4.  Click "Select All"
  • 5.  Right-Click on any one of the files
  • 6.  Click "Properties"
  • 7.  View the size to see how much space you are using
    
    
• * How secure are the files I store on the network?
  •   
  • -  No faculty, staff, or students have access to the files on your
          network space UNLESS you allow them access to a machine that
          you are currently logged on to.
  •   
  • -  To prevent this from happening, ensure that you log off a computer
          when you are finished using it.
  •   
  • -  Only you can access your files from off-campus due to the
          requirement of your individual University-provided login
          information.
    
    
• * Are my files in network storage backed up automatically?
  •   
  • -  All files in network storage are backed up by the CTC
  •   
  • -  The server runs backups daily to ensure data is restored if
          needed
  •   
  • -  You may always take additional steps to back up your data to
          your personal devices such as a USB drive, CD,-R/DVD-R or
          portable hard drive.  However, these files will be accessible
          to anyone who may be using the device.

Printing Questions

• * How do I print exactly what I see on my computer monitor?
  •   
  • 1.  Ensure that you have everything you would like to print on you computer screen
  • 2.  Press the "Print Screen" button on your keyboard
  • 3.  Your screen should print to your default printer
  • 4.  If it does not, try the following methods:
  •   
  • Method 1:
  • 1.  Press the "Print Screen" button on your keyboard
  • 2.  Open Microsoft Word, or Microsoft Paint (either will work
  • 3.  Click on "Edit" at the top of the program, and select "Paste"
  • 4.  Click on "File" at the top of the program and select "Print"
  •   
  • Method 2:
  • 1.  Click on "Start"
  • 2.  In the search box, type in "U:\NETAPPS\PrintKey
  • 3.  In the window that opens, double-click "PrintKey20"
  • 4.  Press the "Print Screen" button on your keyboard
  • 5.  Click "Print" from the PrintKey20 window
    
    
• * How do I print labels?
  •  
  • 1.  Open a new document in Microsoft Word
  • 2.  Click "Mailings" on the menu bar 
  • 3.  Click "Start Mail Merge" on the panel
  • 4.  Click "Labels" from the drop-down list
  • 5.  Choose the label type/manufacturer and product number
  • 6.  Click "Ok"
  • 7.  Click "Start Mail Merge" on the panel
  • 8.  Click "Step by Step Mail Merge Wizard"
  • 9.  Click "Labels"
  • 10.  Click "Next: Starting Document" at the bottom of the wizard
  • 11.  "Use the current document"
  • 12.  Click "Next: Select recipients" at the bottom of the wizard
  • 13.  Click "Use an existing list"
  • 14.  Click "Browse"
  • 15.  Browse to the file from which you would like to make labels
  • 16.  Select the file and click "Open"
  • 17.  Choose the second file in the "Select Table" window and click "Ok"
  • 18.  The Mail merge recipients box appears
  • 19.  Click "Ok"
  • 20.  Click "Next:  Arrange your labels" at the bottom of the wizard
  • 21.  Click "Address block..."
  • 22.  The "Insert Address Block" window appears
  • 23.  Click the "Match Fields" button
  • 24.  Choose names to correspond to your mail merge information
  • 25.  Click "Ok"
  • 26.  Click "Ok"
  • 27.  Click "Update all labels" in the wizard
  • 28.  Click the "Next:  Preview your labels" at the bottom of the wizard
  • 29.  Click the "Next:  Complete the merge" at the bottom of the wizard
  • 30.  Place your labels in the printer tray (ensure they are placed correctly)
  • 31.  Click "Print"
  • 32.  Save your file if you would like to use it in the future

Windows Questions

• * How do I place/restore an icon to my desktop?
  •   
  • 1.  Click "Start"
  • 2.  View "Programs" or "All Programs"
  • 3.  Right-click on the program you would like to place on your desktop
  • 4.  Click "Copy"
  • 5.  Right-click on your desktop
  • 6.  Click "Paste"
  • 7.  There will now be an icon on your desktop for this program
  • 8.  Double-click the new icon to open the program
    
    
• * How do I change the way my desktop looks?
  •    
  • 1.  Right-click on the "Start" button
  • 2.  Click "Properties"
  • 3.  Ensure you are on the "Start Menu" tab
  • 4.  Select "Classic Start Menu"
  • 5.  Click "Ok"
    

Network Questions

• * How do I log on to the Shippensburg Network?
  •     
  • 1.  Restart your work computer
  • 2.  Enter your University-provided user id into the login box
  • 3.  Enter your password
  • 4.  You should be able to access the network drives (S:\, T:\, U:\)
  •  
  • -  If you are unable to log on to the network:
  • 1.  Check to see if the network cable is plugged securely into the wall
  • 2.  Check to ensure that the network cable is plugged securely into
           the back of your computer and the lights next to the plug are blinking.
    
    

Software Questions

• * How do I purchase a copy of Microsoft Office?
  •    
  • - All SU-owned computers have Microsoft Office already installed
  •   
  • - The version is: Microsoft Office 2010 Professional Edition
    
    
• *  How do I install newer versions of softare?
  •   
  • -  A Help Desk Technician will be able to install software updates
  •   
  • -  Please contact the Faculty/Staff Help Desk to schedule an appointment