FVCC - Helpdesk Frequently Asked Questions (FAQ's)

FVCC Frequently Asked Questions (FAQ's)

From the FVCC Helpdesk Problem and Resolution Log

(last updated )

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4 PC / No Network : 4 PCs in Mathlab LRC148 won't logon to network and give err msg "Domain is not Available".
.... Resolution : OK after: Checked 4 PCs on outside wall in Math Lab and Reset the D-Link Box, it may have been kicked by student feet and the electric cord may have come out. Moved the D-link box from the floor to the top of the table top and taped it to one PC tower for visibility and safety of the connections.

Add BSS138 Printer on Vista : Student in BSS138 Vista Lab needs to delete and re-add BSS138 printer (Problem is Vista does not share the printer already set up).
.... Resolution : Deleted the BSS138 printer and Re-added it and then student was able to print.

Add BSS138 Printer on Vista : Students in Vista Lab BSS138 need to delete and re-add the BSS138 printer, it's a Vista problem.
.... Resolution : Deleted printer via Start > Control Panel > Printers > Rt-click on BSS138 printer and click Delete; then click Add Printer > select Network > find and click BSS138 printer > Next > Install Driver > Finish. Then was able to print the document.

Add BSS138 Printer on Vista : Students in Vista Lab BSS138 need to delete and re-add the BSS138 printer, it's a Vista problem.
.... Resolution : Helped copy internet document to Word.doc to print OK, after setup the Printer via: Deleted printer via Start > Control Panel > Printers > Rt-click on BSS138 printer and click Delete; then click Add Printer > select Network > find and click BSS138 printer > Next > Install Driver > Finish. Then was able to print the document.

Bookstore Info : Student has used book from bookstore and wants to use on-line portion requiring a sign-on code.
.... Resolution : Told student to check with the bookstore, but, what usually happens is that the online with access codes is only sold with a new book.

BSS135 Print Error : Printer error on BSS135.
.... Resolution : Clear print job and error and had student try printing again, OK.

Business Club Print Errors : Business Club students in 4 BSS Labs with various print problems.
.... Resolution : Help 6 students with printer problems: Add printer for BSS138 Vista after delete same printer / Printing too many blank Excel pages / Change Excel to Landscape and print.

CAMS Facultly Portal : CAMS Faculty Portal has wrong email address, should be rbreeding@fvcc.edu instead of rbreedin@fvcc.edu.
.... Resolution : Corrected FVCC email address in several places in webpage for Faculty Portal information.

CAMS Student Portal Logon/PW : Student needs CAMS Student Portal pw reset.
.... Resolution : Student needs to see Sharon Nau in Admissions to get pw info for CAMS Student Portal account.
.... NOTE ... The CAMS STUDENT PORTAL replaced WEBADVISOR beginning FALL 2007: The logon USERNAME is limited to the first 20 characters of your First Name, Middle Initial (if any), Last Name - all lowercase - omit spaces and special characters, including hyphens, periods, and apostrophes. (example: Sam T. Ho-Use = samthouse). The beginning PASSWORD is 3 capital letters NEW followed by your 6-digit birthdate (example: NEW010584 for Jan. 5, 1984).

Students: If you forgot your CAMS Student Portal logon password at FVCC, bring your Driver License Photo Id or FVCC Photo ID to the MIS HELPDESK located in BSS136 to have your password reset.
OR if you don't know your CAMS logon username, it is printed in the top of your registration statement, or go to the MIS HELPDESK located in BSS136 to find out your logon username.
Your student logon username is limited to the first 20 characters of your First Name, Middle Initial (if any), Last Name - all lowercase - omit spaces and special characters, including hyphens, periods, and apostrophes. (example: Sam T. Ho-Use = samthouse)
Your very first password, is 3 capital letters NEW followed by your six digit birthdate in MMDDYY format, example: NEW010584 for January, 5, 1984. When you get logged on you should change it to something with no fewer than 6 characters in total length with at least 1 uppercase letter, 1 lowercase letter, and 1 number.

COMMON Student Logon Mistakes : For Username, you may not need a middle initial because you did not provide a middle name when you applied to FVCC.
... Also, the entire username can only be the first 20 characters of your username.
... Be sure that CAPS LOCK is NOT ON when entering your username and password.
... Your password can be no shorter than 6 in total length.
NOTE ERROR MESSAGE: Invalid username or password, please try again. This error will display if you incorrectly enter either your username or your password.
REMEMBER if you have changed your password it can have no fewer than 6 characters in total length and must have at least 1 uppercase letter, 1 lowercase letter, and 1 number.
Contact the MIS HELPDESK located in BSS136 for help.

CAMS Student Portal Logon/PW : Student needs to get grades via logon to CAMS Student Portal.
.... Resolution : Helped student get logged on to CAMS Student Portal and showed how to bring up Grades for Spring 2008, and then printed 2 copies.

CAMS Student Portal Logon/PW : Student needs to logon to CAMS Student Portal.
.... Resolution : Helped find Student Portal on FVCC Home Page in Internet Explorer, and helped logon with beginning pw, OK.

CD-RW Copy Files : Student needs to put photos on a CD-RW.
.... Resolution : Helped SAVE AS photos to H-Drive from email and photo gallery web site, then copied the PICTURES folder from H-Drive to the CD-RW, then added a few more photos.

Class Start Date : 3 students are looking for Keyboarding class in BSS134, but no teacher is there.
.... Resolution : Checked course schedule and found that the class starts next Thursday instead of today.

Create File Folders : Student needs help to create File Folders with other Folders for class homework.
.... Resolution : Helped student in homework to create File Folders with various levels of Folders inside of other Folders.

DBAN 2 Old Library PCs : DBAN 2 older Premio PCs that have been replaced in the Library Patron area by the printer.
.... Resolution : Ran DBAN on 2 older Premio PCs that have been replaced in the Library Patron area by the printer.

Desire2Learn Online : Student doesn't know how to access online NURS 101 class in Desire2Learn website.
.... Resolution : Contacted Libby Online Helpdesk to get instructions from Jan. Open www.fvcc.edu website and click ONLINE EDUCATION at top, find and click link for Desire2Learn, Logon with Username and PW (same as CAMS Student Portal logon), click on Course name, click "CONTENT" in option bar above "Content Map" section, > click Syllabus and other items in side bar options list. Browsed a few options with student and printed a screen image document of what we did.

Email Attachment : Student needs to send attachments with email.
.... Resolution : Student was using Gmail and showed how to attach documents from student's H-drive to send with email. Also, explained that the "CC:" is for sendin a copy to someone other than the main recipient not for notes and not like the Subject line.

Email Attachment Save : Need to put an email attachment from my Gmail Account into the K-drive "pub" folder and on my H-drive.
.... Resolution : Had to 1st pick download in Gmail, then click SAVE and pick the path to the H-drive to save the .pdf file. Then did a copy and paste from the H-drive to the "pub" class folder on the K-drive.

Email Forward : Faculty would like FVCC email forwarded to home email address.
.... Resolution : Rick (MIS) set up email forwarding and Julie (MIS) tested to be sure working.

Email Forward : New adjunct faculty would like FVCC Email Forwarded to home email account.
.... Resolution : Rick set up email forwarding after Julie checked that new logon and email accounts were available.

Firefox Bookmarks : Need to Sort Bookmarks in Mozilla Firefox and Export/Import to save them occassionally.
.... Resolution : Gave info and created a document with steps in Mozilla Firefox and additional info on where Firefox keeps the bookmarks.html on the C-drive and it's own backup versions as you add and change them.

Forward Email for Facultly : Adjunct Faculty wants to have FVCC email forwared to home gmail account.
.... Resolution : Rick (MIS) set up email forwarding, and Julie (MIS) tested that it was working.

F-Secure Messages : F-Secure Anti Virus software keeps giving me messages when I open my MS Outlook Email (ex: "MS Outlook wants to run on this computer" / and I click ALLOW, but it continues to ask me everytime).
.... Resolution : On the same screen that you click "ALLOW" there is a Checkbox for an additional option to check ON "Don't ask me this again" and also click the ALLOW button, and it won't do that checking in the future.

FVCC Home Page : Facultly needs info to access FVCC Home Page
.... Resolution : Gave general info about updating H:\public_html\index.html and access from the internet with address https:\home1.fvcc.edu\~username, where "username" is the logon user name at FVCC.

H-Drive / Delete File : H-drive file.tmp would not delete.
.... Resolution : Logged off, but, file still would not delete and it showed to still be open in Rick's server view. Logged off and on a 3rd time, then it was able to be deleted.

Home Page via Web Address : Need to know FVCC's web address for a faculty member at FVCC.
.... Resolution : Key the following into the Browser, http://home1.fvcc.edu/~ljaeger/ to access the facultly home page for Lowell Jaeger.

HVAC Online Course : Student in Bill Roope's HVAC online course needs to know how to access the course.
.... Resolution : Checked and found no info in the book and no info in the CAMS Student Portal, and gave Bill Roope's office phone number to student for contact next week (tried to contact today and left a phone message).

I.E. Favorites / Copy Folder : Want to email a folder of Int.Exp. Favorites as an attachment.
.... Resolution : Gave info to Export the file folder in I.E. to create a html file and then attach that in the email.

K-drive Access : Student needs to copy and save files to class folder on K-drive.
.... Resolution : Helped student save files to H-drive and than copy to class folder on K-drive.

Keyboard Pro / Typing Software : Student needs to use Keyboard Pro on Sp09 computer to practice typing.
.... Resolution : Helped student run setup for Keyboard Pro in BSS135 with new Sp09 semester PC and ran install from O:\type\keypro\NETWORK\setup.exe. Also, determined that this software is already loaded on BSS134 PC's for Sp09 via Start > All Programs > South-Western Keyboarding > Keyboarding Pro.

Keyboarding Pro : Student needs to practice typing with South Western's "Keyboarding Pro".
.... Resolution : Logon to a PC in BSS134 Lab that contains the pgm already installed > Click Start > Click All Programs > Find and click Southwestern Keyboarding Pro. Also, gave student a helpdesk instruction document for using the pgm in BSS134, and a doc for loading it in BSS135 and BSS137 from the setup.exe (Start > My Computer > Open the "O-drive" > open "type" folder > open "keypro" folder > open "NETWORK" folder > double-click setup.exe to run the install > Continue > Continue > then the "Keyboaring Pro" icon is available to double-click and run).

Lexmark Optra T612 (local) : Lexmark Optra T612 won't print after it was attached to my office PC and I added the printer. (Printer was cast-off from Ed. Services, due to paper jam problems).
.... Resolution : Checked and re-added printer OK as (T612 MS after it was originally added as T612 PS) and it would still not print and Checked no current paper jam. Then checked printer connections and found printer had an error "900 Service RIP Software" in message area on printer > had user turn off printer, unplug from electricity, wait 45 seconds, then error msg was cleared and printer worked OK.

Logon & Email for New Employee : New employee needs to know how to logon and access FVCC email.
.... Resolution : Helped new employee logon to network and chg to new pw. Also, ran MS Outlook Email and showed how to run setup and use email.

MS Excel 2007 Questions : Student questions in Excel 2007 spreadsheet: How to print grid lines, How to display Worksheet 2 that disappeared?
.... Resolution : Showed student are to check ON gridlines. Showed student that they had minimized an internal window and if the maximized it the other worksheets show up.

MS Office 2007 / Install : Uninstall MS Office 2003 and install MS Office 2007.
.... Resolution : Installed MS Office 2007 and PDF update after Uninstalled MS Office 2003.

MS Office 2007 Install : Need to upgrade from MS Office 2003 to MS Office 2007 Enterprise.
.... Resolution : Uninstalled MS Office 2003 and Installed MS Office 2007 Enterprise and then got MS Service Pack 1 updates.

MS Outlook Email / Setup : Need to know how to get into MS Outlook Email at FVCC.
.... Resolution : Logged on user and ran thru Setup Wizard using MS Outlook 2003, and explained the MS Outlook 2007 in the AT Adjunct Office will have all the default answers in the setup. Also, deleted old emails from 2008.

MS Outlook Email / Wants Password : MS Outlook 2007 Email has been requesting my logon username and pw for Exchange2 and will NOT Connect and has no new email since 2-2-09.
.... Resolution : Disabled F-Secure Firewall (in Internet Shield) and MS Outlook Email quit asking for the PW but asked after re-enabled again. F-secure was blocking a lot of pgms, but not MSOutlook.exe, but Uninstalled F-Secure and RE-installed Fsecure and Email seems to work OK.

MS Outlook Email Distribution List : MS Outlook distribution list in email gets error "an internal support function returned an error".
.... Resolution : Investigated to find that user had External Email Addresses in addition to FVCC email addresses in the Distribution List, and you can't always send to the external addresses successfully if they are in a dist. List, often the receiving server won't accept them.

MS Power Point / Print Handouts : Student needs to print MS Power Point slides at 6 per page.
.... Resolution : Showed document beside printer for printing Power Point slides as HANDOUTS, and default is automatically shown to be 6 per page, then printed handouts.

MS Word 2007 / Questions : Student needs to know how to Check for Spelling errors in MS Word 2007, and how to print the document.
.... Resolution : Use the Office Button (upper left) in MS Word 2007 which shows the options that used to be under the File Button in Word 2003, pick Print, or pick Save As and find the location to save the file. Showed that words underlined in RED are misspelled, and underlined in GREEN have 2 spaces between the words.

MS Word 2007 Question : Student made changes that he wants to undo.
.... Resolution : Showed the "undo" edit button location in top right of the Word 2007, it's the small backward looping arrow key. Student was able to undo several changes since the last SAVE of data.

Network Logon/PW : Faculty needs Network Logon/PW reset.
.... Resolution : Reset network logon pw and faculty was able to logon and chg to new pw, OK.

Students: If you forgot your logon password at FVCC, bring your Driver License Photo Id or FVCC Photo ID to the MIS HELPDESK located in BSS136 to have your password reset.
OR if you don't know your student logon username, it is printed in the top of your registration statement, or go to the MIS HELPDESK located in BSS136 to find out your logon username.
Your student logon username is limited to the first 20 characters of your First Name, Middle Initial (if any), Last Name - all lowercase - omit spaces and special characters, including hyphens, periods, and apostrophes. (example: Sam T. Ho-Use = samthouse)
Your very first password, is 3 capital letters NEW followed by your six digit birthdate in MMDDYY format, example: NEW010584 for January, 5, 1984. When you get logged on you have to change it to something between 6-14 in total length, using lowercase letters and/or numbers.

COMMON Student Logon Mistakes : For Username, you may not need a middle initial because you did not provide a middle name when you applied to FVCC.
... Also, the entire username can only be the first 20 characters of your username.
... Be sure that CAPS LOCK is NOT ON when entering your username and password.
... Your password can be no shorter than 6 and no longer than 14 in total length.
NOTE: If you get the LOCKED OUT error message, you have entered the wrong combination of username and password too many times, but you can wait 1 minute and be able to try again, if you remember your correct information.

Online Class / DropBox : Student taking online class does not know how to update homework to the DropBox.
.... Resolution : Showed how to first SAVE homework to H-drive then Click DropBox in Online Class window and showed how to use the BROWSE button to get to H-drive file that was saved.

Online Class / Email Homework : Student in online class in D2Learn does not know how to save homework and put in dropbox for Karla West.
.... Resolution : Showed student how to SAVE AS the Excel Spreadsheet homework on the H-drive, then went into student's GMAIL account and sent the file as an attachment to kwest@fvcc.edu. Student will get with instructor on Monday to learn how to Save in D2Learn and use Dropbox.

Online Class Info : Student taking online class needs access info.
.... Resolution : Helped check info in Student Portal and gave FVCC website info for available link to the D2L "Desire 2 Learn" logon page and gave email contact info for teacher and FVCC Libby contact for Jan Meadows helpdesk at 1-877-443-5741 to contact next Monday.

Outlook Email / PW Problem : Facultly trying to run Outlook 2007 on BSS137 lab computer and in BSS Adjunct Office gets Username/PW request when try to open Outlook to delete email.
.... Resolution : Rick changed some settings in MS Firewall that was requiring the Username and PW, and then was able to delete emails and account has been set to Forward all email since June 2008, thus employee account on Exchange2 server won't fill up again.

PC Burn Oder / TL05 in Cont.Ed. : Check Cont. Ed. Training Lab has PC TL05 with a burning smell when powered on.
.... Resolution : Checked TL05 computer and found NO burning smell when powered on in Cont. Ed. Training Lab and computer was on for quite a while.

PC No Network Connection : PC in Math Lab won't logon to the network, err msg says "No network controller available".
.... Resolution : (2) Changed network link speed from "AUTO" to "10mbs / Half Duplex" and Shutdown, then was able to logon to FVCC Domain. After (1) Unjoined and Re-joined the domain and did a Re-start, but still no network connect.

PC Slow / BSS165 : Phone Msg: Adjunct office PC in BSS165 is very slow to respond.
.... Resolution : Checked PC and slowness reported yesterday, was not happening today. Could have been situational for the user.

PC's No Logon / 18 : 18 PCs in BSS135 Lab will not logon to the network and give msg like "no network controller available".
.... Resolution : Rick and Bill checked and found it was related to the Chronus Smart Guard. Julie fixed these computers via Logon as Admin and Unprotect, Reboot, Unjoin the FVCC Domain, Restart, Rejoin the Domain, Restart, Logon as "typeyourusernamehere", Re-Protect Smart Guard, Restart, Logon again as "type…" and check Smart Guard is Green (OK), Shutdown.

Print Documents : Student needed help printing various documents from links in online class.
.... Resolution : Helped student print various documents from links in online class.

Print Thumb Drive Files : Student had Excel files on Thumb Drive that needed to be printed.
.... Resolution : Printed student's Excel file from thumb drive.

Printer Help : Need help printing document and where is the printer.
.... Resolution : Showed location of BSS135 Printer between computer labs BSS123 and BSS135 and helped find and print document, it takes about 30 seconds after you Print for the document to be handled.

Printer: BSSPT Won't Print : BSS142 Adjunct Office: BSSPT printer on network "auth1" will not print.
.... Resolution : (2) Rick (MIS) reloaded more generic drivers for this printer on "thoth" server and Julie (MIS) was able to delete the old drivers and add the new to print, OK. After (1) Julie (MIS) Tried to add same printer on new server "thoth" and got err msg that drivers are not compatable.

Printer: HP Color (CEPS2) : Cont.Ed. Printer "HP Color Laserjet 2605dn (CEPS2) on auth1" is printing Color docs very, very slowly. One 5 pg doc printed each page over a period of days.
.... Resolution : OK after delete the printer on auth1 and add it back on the new "thoth" server, as the "auth1" server is translating documents to the new "thoth" server is giving various error messages in addition to slow printing.

Save File : Student needs to save file to Thumb Drive and H-Drive is not connected.
.... Resolution : Saved File to Thumb Drive and then H-drive was available, and copied it the H-drive OK, and printed the document.

Save Files / Network Drives : Student needs help understanding how to SAVE files on network drives H and K, and on Thumb Drive.
.... Resolution : Demonstrated how to create a word.doc file and save to H-drive, and copy-paste to other K-drive class folder, and copy-paste to Thumb Drive. Then showed how to view and find files via Start > My Computer > drive list.

Save Files on H-Drive : Student needs to know how to Save files on H-drive vs default C-drive in My Documents folder.
.... Resolution : Showed how to "SAVE AS" with a Word doc to the H-drive and change from default C-drive to find the H-drive files and folders.

Senior Institute / Computers : Senior Institute Computer Class: Assist in Logon Problems and Reset some passwords and Assist in Screen Navigation.
.... Resolution : Assist various Seniors in logon and pw reset, in increase the windows display size, in mouse navigation, in using Games and Solitair, and in using Paint.

Setup 2 New PCs in Library : Hook Up and Set up 2 new PCs in Library, setup Desktop on for Vista in Patron area by the printer.
.... Resolution : Hooked up 2 new PCs and Set up Desktop on both for Shortcuts and background picture of Lake McDonald. The shared printer doesn't really share, so I removed it from the "typeyourusernamehere" profile so logon user's will only have to ADD the printer (and do not need to Delete it first). Also, set up generic user "libpatron" to have the printer and the common desktop..

Setup New PC in Library : Hook Up and Set up 1new PC for Library Desktop on for Vista in Patron area by the printer.
.... Resolution : Hooked up new PC and Set up Desktop for Shortcuts and background picture of Lake McDonald. The shared printer doesn't really share, so I removed it from the "typeyourusernamehere" profile so logon user's will only have to ADD the printer (and do not need to Delete it first). Also, set up generic user "libpatron" to have the printer and the common desktop. Also, made instruction steps for Add the Printer "HP Laserjet 4100" in LRC102 on thoth server.

Setup on New PC : Setup Desktop for new work study student in Business
.... Resolution : Setup various desktop shortcuts, defaults for Word and Excel to H-drive, and setup MS Office 2003 Email and tested OK and demo how to send email and set test email, OK.

Slow PC : PC has been running very slow today, mainly when using Internet Explorer and MS Outlook Email.
.... Resolution : Checked PC and it was now running normally, and seemed to have no problems. Also, it did not need any defrag.

Smart Guard Fix : Computer labs need Smart Guard Fix for failure to logon, network cannot be detected (BSS135, BSS137, BSS138, SAT140, SAT141, and AT122).
.... Resolution : Rick (MIS) put a fix in the startup script and each lab had to be unjoined from the network and then joined again and Smart Guard had to be unprotected and then protected again in the labs (BSS135, BSS137, BSS138, SAT140, SAT141, and AT122).

Thumb Drive / Save File : Student needs to know how to SAVE and OPEN files on new Thumb Drive.
.... Resolution : Showed SAVE AS for a document and navigate to the F-Drive where the Thumb Drive was located and showed how to find and open files on the Thumb Drive.

Thumb Drive / Save Files : Student needs to know how to SAVE FILES to Thumb Drive and to K-Drive class folders and copy and paste files.
.... Resolution : Showed how to SAVE FILES to Thumb Drive and to K-Drive class folders and copy and paste files.

Unzip Files : Student's homework needed to Unzip Files.
.... Resolution : Helped student follow instructions in online class and showed what Folder on C-drive we were "Unzipping To" and helped follow path to look at file documents that were unzipped.

Winscp 4 / Access FVCC Files from Home : Need info to access files at FVCC for classes on K-drive and my H-drive.
.... Resolution : Emailed info on free download of WINSCP 4.1.8 from winscp.net, and document with connection info for setup to access H-drive on "home1.fvcc.edu" and K-drive on "course1.fvcc.edu".

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