IT FAQs & guidelines on how to help

Transcription

Manchester Metropolitan University Library
Get the inside knowledge
Library Must Knows: 7
IT FAQs & guidelines on how to help
_____________________________________________________________________________________________________________________________________________________________________________________________
This document provides library staff with guidance and advice relating to a variety of IT issues, including logging
on, accessing electronic resources, e-mail and Moodle queries. It should be a helpful source of information for
all library staff on the help desk, working alongside the IT Rovers in providing support for customers. IT Rovers
should keep statistics of all the queries they deal with and log them on the ITS online sytem, using the IT Rovers
statistics of work undertaken instructions. Please run through this with all new IT Rovers.
IT Rovers should all be issued with the Student IT Rovers guidelines, Library and ITS staff also have an
IT Rovers: Manager’s information sheet to refer to.
In most instances, staff should ring always 4646 for queries they can’t resolve, but where there are recurring
issues in any area, once IT have been informed, it is helpful to document details of recurring issues on the IT
issues template to forward to ITS on a daily or weekly basis (depending on how often the problem occurs).
Having more concrete information enables IT Services to more easily investigate the issues.
MMU ITS staff operate the IT helpline between 8am and 5pm, after which the NorMAN out of hours service is in
operation, and can provide advice and support. For all queries regarding internet connections etc from all MMU
Halls of Residence, students should ring the central support number: 0333 123 0179.
If a major IT related problem occurs out of hours (ie after 5pm and at weekends) and
affects a large proportion of customers, contact NorMAN on x4646 and ask them to
escalate the problem: this will ensure that resolution is achieved as quickly as possible.
Type of query/issue
Login
issues
Guidelines for library staff on how to help
Guidelines of when to refer
onwards & to whom
Basic login
in issues
Check ITS guidelines for basic login queries
(www.mmu.ac.uk/itservices/learn/login.php) One common
fault worth noting is students frequently leave the CAPS
lock on, so please check this first.
If no access to QLS, ring the SIP office
MMU
password
resets
Self-service
password
re-sets
Check QLS to see if the student is correctly registered
and eligible to login.
Check MMU Password reset software
(http://accreset.isu.mmu.ac.uk/index.php) and reset
password. See Library ‘Must Knows’ 8: Password
resets for further information.
Students can now reset their password themselves, at
https://passwordreset.mmu.ac.uk/ (They must have
registered to use it first, and be connected to the MMU
Network.
All MMU staff and students will be prompted to register
their details for this service on logging in. By registering
answers to four or more security questions
(https://passwordregistration.mmu.ac.uk/) they will then
be able to use the service should they ever forget their
password in the future.
Full instructions on how to register and how to reset a
forgotten password are available:
www.mmu.ac.uk/itservices/helpguides/#password
Login to
e-resources
queries
1
Check student/staff has the relevant rights to access the
e-resource, eg MMU external students have access to
less resources, and Associate Academics to even fewer.
See Library ‘Must Knows’ 6: Log-in and access issues
Any issues that cannot be resolved refer
to 4646 or e-mail [email protected]
If message “student not enrolled
correctly” comes up refer to Student
Information Point/Student Life Office.
Please note:
• To reset a password they need to be
connected to the MMU network using
a wired connection (not Wi-Fi)
• This service is for resetting a forgotten
password, if they want to change their
password, there are better methods at
www.mmu.ac.uk/password
• If they haven’t registered in advance,
and have forgotten their password,
you will need to re-set it through the
MMU password re-set software.
• If they reset their password, then they
also need to update the password
stored on any other devices used to
access Wi-Fi, email and other services
that rely on an MMU ID and password.
Refer to DLS if they should have access
but don’t appear to have. If DLS are not
available for any reason then call 4646.
th
LMK 7: last updated 16 Sept 2013
for further information.
Logging
onto the
MFPs
Shibboleth
synchronisation issues
Eduroam
login (for
visitors to
login at
participating
institutions)
Guest
accounts
requests
If they get the ‘Authentication failed’ error, it means the
system does not recognise the details they’ve input:
1. Ask them to input their login details again from scratch
to ensure they have been input correctly
2. If the message still appears, try resetting the password
by following the MMU password resets section below.
3. If the message still appears after that, check whether
their login details work with MyMMU and their student
email. If they do, it may be that there is a Shibboleth
synchronisation issue. Follow the Shibboleth
synchronisation issues section below.
If a student’s card won’t swipe to log into the MFD, check
if they can log in manually.
It may be a problem with the issue number on their card,
and they’ve been issued with a subsequent card, but still
using the first one. Check the issue number on the card,
and ask if they have been given a later one. There is
more information on the magnetic strip than just the
student ID number, but they should still be able to login
manually until the situation is resolved.
If a student can log into Moodle, and e-mail but not
shibboleth resources, this usually indicates a
synchronisation issue. Reset the password initially at
MMU Password reset If problem reoccurs, refer to 4646.
Note that NorMAN will not be able to resolve this. They
can re-set passwords, but will need to refer wider
problems back to the helpline for investigation. Out of
hours, if the student needs access ask them to try
previous passwords as one of these may work until the
synchronisation issue can be resolved.
Eduroam is now live. Eduroam allows members of
participating universities to access the internet at any
other participating institution. MMU staff and students
shouldn’t use eduroam on campus, but instead choose
the normal wireless network. When MMU members visit
other universities, they should connect to the eduroam
network and log on using [email protected] (students should
use [email protected]) and their usual password.
Visitors from other universities will normally be able to log
on at MMU in the same way, using
[email protected] (e.g. [email protected],
@lancaster.ac.uk) and their password. However, some
universities (including University of Manchester and
University of Salford) require their members to configure
their wireless device at the home institution before
connecting elsewhere. This might involve downloading a
program or setting up a network. Click here for links to
specific instructions for each institution. For more
information about eduroam see the Library or ITS
instructions.
Requests for guest accounts for visitors etc will normally
be done by the department in advance, but you may get
individuals enquiring in the library.
For guest accounts please get in touch with the IT
Helpline on ext 4646 or at [email protected] or ask
the user to contact the IT Helpline directly. ITS aim to
create new guest accounts within 24 hours of receiving a
complete request, which needs to include the following:
 First and last name of guest user
 Authorisation from a department head or higher
 Date the account starts
 Date the account will expire.
Ring 4646 to check the latest issue no of
the card. If the card has a higher issue
number than ITS have on their system,
they can change it upwards to
synchronise it. If however the number is
lower on the card than the ITS system, it
can’t be changed, and the student needs
to find their most recent card, or go to the
Student Life/SIP for a new one.
who will do some further investigation
with the synchronisation issue.
but please note that if a visitor cannot
connect at MMU it is their own institution
that provides the support.
Refer the person (or contact them
yourself) to 4646 or e-mail
[email protected]
The request must include all four pieces
of information. Any queries over existing
guest accounts, ring 4646 or e-mail
[email protected]
For recurring problems in any of these areas please fill out the IT issues template
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th
Printing & Guidelines for library staff on how to help
copying
Basics of
how to
copy, scan
& print
(duplex,
scaling up
etc)
Printer jams
& faulty
devices
Check ITS guidelines for basic copying/scanning
queries:(www.mmu.ac.uk/itservices/helpguides/index.php)
The following links to ITS documents may be useful
 How to Log in & out of the Multi-Functional Printers
 How to collect files from the MFDs
 How to Photocopy on the Multi-Functional Printers
 How to Scan to Email on the MFDs
 Copying documents with small margins using
MMUPrint
Resolve by retrieving paper jam (follow instructions onscreen on the MFD).
If device is broken refer to 4646. Library staff should put
an ‘Out of Service’ sign on the printer and a ‘Floor By
Floor’ guide should also be displayed showing where the
other student printers are in that building.
Printer locations by building at each site are available at:
www.mmu.ac.uk/itservices/print/MMUPrint-locations.php
Printers
If no printers are listed when the Print option is chosen,
disappearing ask the student to log onto a different PC. This usually
from the
resolves the problem. If not ring 4646
Print option
Printing
Students wanting to print from laptops/mobile devices
from
currently, can send the item wirelessly as an attachment
wireless
to [email protected]. This should work with all common
devices
formats but the whole document will print. To print only
pages 1-2 they would need to save them as a separate
document and send this new document to print.
How to use mobile printing
 Send your document to print on a MFP from anywhere
by using your email.
 Use the MMU email address - no other email address
will work
 Include your document as an attachment
 Email to [email protected]
 Collect from any MMU MFP within 48 hours of sending.
The mobile printing service has been up and running for a
while now unpublicized, let ITS know what you think by
completing the feedback form
Copying
back to
back errors
onwards & to whom
who will log the query locally
Refer to the 4646 helpline once, then fill
out the re-occurring problems template.
who will log the query locally
Things to remember:
 Wireless printing works with most
major file types (images, PDFs and
office documents) up to 20MB in size
 Printing in colour or mono is
determined by the type of printer you
use – you cannot select it before you
send to print
 Images are printed at their actual size,
documents at the printer's default
document settings
 The whole document is printed, so to
print specific pages export them to a
standalone document
 Double-sided printing as standard
The top feeder tray on different MFDs models may differ,
and some will require the text upwards, others facing
down downwards. Please check the model of the printer if
student queries the output received.
MyMMU Guidelines for library staff on how to help
& Moodle
onwards & to whom
Saving and
accessing
work on
MyMMU inc
H: drive etc.
Library staff should try to help the student as far as
possible resolve any queries.
As well as their H: drive, students also have access to the
Sky Drive. This offers students 25GB storage space,
where they can create shared folders and share with
selected people.
More information is available on the SkyDrive podcast.
(info http://lrt.mmu.ac.uk/podcast/2010/01/28/creatingshared-folders-in-liveedu/)
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Moodle
issues
around
missing
modules etc)
For logging in issues see Login issues section above (inc
logging onto e-mail).
For other queries, ring SIP direct if
possible.
If units appear missing or wrong the student needs first
to check with the SIP that their course details are correct.
If students are experiencing off campus problems,
suggest they check their Browser settings.
Out of hours refer to 4646 or e-mail
[email protected] who will log the
call with the relevant people and get
back to the student.
SafeCom
onwards & to whom
MFD
problem
messages on
device
Credit
queries eg
print jobs
sent won’t
print
In all circumstances ring 4646 to log the issue.
Check the student has enough credit in their account
through SafeCom. It may be that they need to top-up their
account or it could be that their credit has gone into the
student’s reserve account. See Library Must Knows 9:
Using SafeCom for further information.
Providing
refunds
For bad
printouts etc
Metcard
issues eg
transferring
money from
a Metcard to
print account
Re-crediting
account at
the end of
the year
Students can also check their own balance, queued print
jobs and transactions through the Printer top-up option scweb.isu.mmu.ac.uk/safecom/webuser.dll/login
Refunds can be given if the student is not at fault. See
Library Must Knows 9: Using SafeCom for further
information.
See also Flowchart of MMU Print refunds
See Library Must Knows 12: Signposting other MMU
services for more information on the Metcard
Please note: The facility for final year students to get
refunded any credits on their printing account is no
longer available and has now been removed by
Finance. Advice on the ITS website advises this.
E-mail
onwards & to whom
Accessing
student email
Students should always log into their MMU e-mail account
via https://my.mmu.ac.uk. (rather than direct through
www.outlook.com). However, there is currently a known
problem on campus with the link to student e-mail from
the Student Hub. Fix due summer 2013
Ask the student to use Firefox (instead of IE) or go direct
to www.outlook.com and log in with their student e-mail
([email protected])
For help with attachments or forwarding e-mail from their
MMU account see Forwarding your student e-mail to
another e-mail account
Forwarding
e-mails, how
to attach a
file etc
See also How you set up your email on a variety of
devices so you don’t need to create a forwarding rule.
(www.mmu.ac.uk/itservices/email/StudentEmail.php# WinOut)
4
Wireless
issues
onwards & to whom
Trouble
shooting
Wifi
problems;
Some areas of the library spaces may have a weaker
connection, if no wireless connection is made, students
should be advised to move to another area.
If the devise won’t connect, a quick tip is to click on
th
not being
able to
connect to
the internet
etc
Disconnect and try re-connect. Sometimes the device
will keep asking for a username and password, try
rd
inputting this a few times, as it will often connect on the 3
th
or 4 time. (See also Eduroam above)
 About Staff WiFi
 Connecting to MMU Staff from Windows 7
 About Student WiFi
 Connecting to MMU Student from Windows 7
 Connecting to Wireless network from XP
 Connecting to Wireless Network from Android
Purchasing Guidelines for library staff on how to help
& loan of
equipment
Purchasing
pen drives
Purchasing
CDs & DVDs
Loan of
equipment
Pen drives should now be available at all library counter
areas for sale, refer to local guidelines.
Purchase of CDs, DVDs, pen drives etc are available at
some sites/sections. If available at your section, refer to
local payment mechanism. Please remember, that
students also have access to their H: drive & sky
drive from home through the Student Hub.
Student laptops/netbooks are available to loan from each
campus, either in the library or from another area. See
Student laptop loans for information.
(http://www.mmu.ac.uk/itservices/learn/laptops.php)
onwards & to whom
See IT Services local teams listing on IT Services
website (www.mmu.ac.uk/itservices/learn/loans.php) for
details of where kit such as cameras and i-pads can be
loaned or purchased. These can be booked out on the
Connect2 website http://connect2.ad.mmu.ac.uk/connect2/
A Library helpsheet and an .
In January 2013, the IT Services Mobile Devices
Security Policy was created, which provides an overview
of staff and student responsibilities with such devices.
Software
issues
onwards & to whom
Help with
software
packages
Microsoft
Office; using
SPSS;
PowerPoint
etc
Staff should try to resolve general queries where possible
Refer student to www.mmu.ac.uk/itservices/ if appropriate
or the help function on the package itself (usually denoted
by a ? or by pressing F1).
Packages such as SPSS are often taught by academic
staff as part of a course, so it might also be appropriate to
refer a student back to their lecturer (if timescale allows).
The following library help sheets may be useful;
 Word – inserting page numbers and headers/footers
 Copying double sided A5 sheet onto one side of A4
 Excel 2010
(www.mmu.ac.uk/itservices/helpguides/index.php#excel)
 PowerPoint 2010
(www.mmu.ac.uk/itservices/helpguides/index.php#ppt)
 Word 2010
(www.mmu.ac.uk/itservices/helpguides/index.php#word)
 Windows 7: Start menu
(www.mmu.ac.uk/itservices/helpguides/W7-StartMenu.pdf)
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 Windows 7: Taskbar
(www.mmu.ac.uk/itservices/helpguides/W7-Taskbar.pdf)
 Windows 7: Search (www.mmu.ac.uk/itservices/helpguides/W7WindowsSearch.pdf)
 Windows 7: Aero desktop
(www.mmu.ac.uk/itservices/helpguides/W7-AeroDesktop.pdf)
 Windows 7: Gadgets
(www.mmu.ac.uk/itservices/helpguides/W7-Gadgets.pdf)
Hardware
issues
onwards & to whom
Recovering
lost work on
hard disk or
pen drive
Library staff would not be expected to be able to
recover any lost work, and should not attempt to. In all
circumstances try to ensure the PC remains on and is
not turned off.
Refer to 4646 in all circumstances.
Faulty PCs
Burning
files to
CD/DVD
Put out of order notice on it so that it gives the ITS team
the best chance of recovering the work. (As local profiles
are volatile, they are removed on logout and overwritten
on login, so always try to ensure the PC remains on).
(See Library Must Knows 16: IT Top Tips for more
information on how to help in recovering previous versions
of files)
Try to work out the problem, eg no sound, faulty USB port,
etc. Refer student to another PC. Put CSE out of order
notice on faulty PC specifying the date it’s been reported
and follow any additional local procedures. Ring 4646
Library staff should try to help the student as far as
possible
Ensure the CD is burnt straight from application such as
media player or movie maker, or use “XP Burner” (Gold
App) See the Burning Files to CD helpsheet for more
information
(NB. Only if very confident, right click
user’s H: drive and select properties:
previous version shows the state of the
drive at earlier points where a deleted
file can be found and recovered.
Viewing hidden files: from the PC the
student is using type the following
address into the web browser
shell:cache\content.word or
shell:cache\content.mso This will
display a list of the files in the cache.)
who will log it locally.
who will log it locally
Please also use the IT issues template to keep a log of NorMAN waiting times, and send to Martin Putwain on a
regular basis.
Further help
Further help, guidance and testing of knowledge is available on the Library shared drive: \Services\LRIS\Library\
Staff Development and Training (je)\Induction and Further Training\Quizzes Guides and documents:
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Do you know? … Your Borrower loans online quiz
Play your cards right paper quiz
Login trouble shooting guide on the Library Website
Help with cookies on the Library Website
Library ‘Must Knows’ 8: Password resets
Library ‘Must Knows’ 6: Log-in and access issues
Library Must Knows 9: Using SafeCom
Library Must Knows 12: Signposting other MMU services
Library Must Knows 16: IT Top Tips and accessibility
IT FAQs paper quiz
Do you know? … Your IT FAQs online quiz
How to forward your MMU Student e-mail to another e-mail account
IT Services help pages
Introduction to IT and library services video
If you feel there are any issues or areas that are missing please click here and let us know
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IT FAQs & guidelines on how to help

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IT FAQs &amp; guidelines on how to help

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