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1. What is Information Resource Management (IRM)?
IRM provides vital general computing and telecommunications services for all FAU campuses, and serves as a consultant and coordinator for more specific information technology activities and projects carried on by the various University colleges, departments, administrative offices, and research groups. IRM also provides training for faculty and staff on a variety of computer programs, such as MyFAU, Blackboard and Turnitin, PowerPoint, Excel, Microsoft Word and Dreamweaver. For more information, visit the IRM website at http://www.fau.edu/irm/. |
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2. I am getting a new computer or having my current computer reinstalled. I installed personal software on it. Can this software be transferred to the new machine or retained in the current machine after a reinstall?
No, software cannot be moved from one machine to another. It must be installed on the new machine or reinstalled after the present machine is reconfigured.
Only data files can be retained, not applications. Installed software is made up of both files and settings, which are applied to the system at the time of installation. There is no way to retrieve these settings, and therefore, no way to transfer them to the newly installed system.
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3. I like to install my own programs (Webshots©, Comet Cursor©, Hotbar©). Is there any reason I should not do this?
Yes, many of these programs are termed "spy ware." These programs can record the websites you visit and may sell your web surfing history to advertisers and marketers. This is a method for the companies that design these programs to profit from their use. They may also adversely affect the performance of your computer by making changes that can increase the amount of time your computer takes to start up. They can slow your computer's overall performance by running applications that are not visible to you, but which collect and submit information to the company that created the program. |
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4. I would like to install and use Microsoft software (such as Microsoft Office) on my personal computer at home. Is this allowed if its use will be work related?
Yes, Microsoft has established a program that allows university departments to purchase MS Office XP and MS Windows XP software for employee home use PROVIDING THESE SOFTWARE PACKAGES ARE USED IN PART FOR UNIVERSITY-RELATED BUSINESS. These two software packages cost $30 each. If anyone is using a home/personal computer for university-related business, please contact your supervisor as to the availability of funds for purchasing the MS software. The FAU site license requires that any non-FAU computer have a Work-at-Home software license. Microsoft software can be installed and used on a home computer, after a home license has been purchased. To purchase the license and software, go the following website: http://www.ecs.fau.edu/Support/consult/software/purchase/microsoft.html. |
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5. I have a laptop with a DVD player. Can PCDuo be installed on the laptop?
No. PCDuo has known compatibility issues with DVD players in laptops. After installing PCDuo, your DVD player will no longer function properly. |
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6. If my computer crashes and needs to be taken away or sent out for repairs, do I get a spare computer to work on in the interim?
No, there are no spare computers for emergency situations. Money is not available for us to keep functioning equipment on the shelf and unused. All items are distributed for use. |
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7. How/when do I get my new faculty/staff computer?
The College tries to fund a five year replacement and replenishment cycle. Computers are replaced from oldest to newest. |
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8. What is included with my new faculty/staff computer?
The standard setup is a monitor, hard drive (cpu), keyboard and mouse. Any other peripherals or software needed must be ordered by the faculty or staff member's department. Anything else must be purchased by the department. |
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9. What is the difference between a local computer account and a central account?
A local computer account is one that is not tied to the IRM central network. With a local account, one can log onto the machine without being connected to the network. A local computer account is used when multiple people need general access to a computer. On the other hand, a central account is one that requires user authentication through the IRM central network. A central account is used when one or two people use the computer as their office workstation. |
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10. What is a mapped drive and how do I use it?
A mapped drive is a short cut to another computer. Mapped drives give you the option of sharing files with others in your department and/or college, or as a backup area. These drives are part of your FAU log in, and promote the sharing of data and other appropriate file access. From any computer on the FAU network you will have access to these shared drives. Academic or administrative units may request additional network drive space for special purposes ( http://www.ecs.fau.edu/support/helpdesk/eforms/andi2.html). |
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11. What is the M drive?
The M drive is your personal drive. IRM provides this personal drive to all employees and students. Think of it as your own personal network storage space. You can save files on the M: drive, just as you would save files to a floppy disk or a hard drive. Faculty and staff are limited to 100 MB of storage space. This storage space is intended to help you store and back up data for classes, projects and research. You can store Word documents, Excel spread sheets, PowerPoint presentations, etc. |
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12. How can I access my personal network drive (M:) from home?
You can access this drive through MYFAU from your home or office. When you log onto MYFAU, go to the user home directory logon and follow the instructions provided. This drive is provided as a means for you to store documents and post web pages. It eliminates the necessity of using floppy diskettes or compact disks to move data from one location to another. The web page allows you to post information that can be viewed by the public, thus providing a means to share information and\or data. |
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13. What is the N drive?
The N drive is a University-wide drive, open to all FAU faculty and staff. This storage space is intended to help you store and back up data or share files with others across campus. |
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14. What is the O drive?
The O drive is your College/Division drive. The College of Arts and Letters O: drive is called "artletter." All faculty and staff in the College of Arts and Letters have access to this drive. This storage space is intended to help you store and back up data or share files with others in your College. |
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15. What is the P drive?
The P drive is a departmental/subdivision drive. All faculty and staff in a single department (Languages, English, History, etc.) have access to this drive. This storage space is intended to help you store and back up data or share files with others in your department/division. |
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16. What is the Q drive?
The Q drive is a University-wide, informational drive. It is read only; you cannot save information to this drive. |
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17. How can I get access to the drives "N", "O", "P" and "Q"?
If you log onto the computer using your email username and password and do not see these drives inside the "My Computer" icon, you may request access. To obtain access, a supervisor, chair or director with an existing, valid FAU email account must submit an ANDI Common Drive Request form on your behalf at the following website: http://www.ecs.fau.edu/support/helpdesk/eforms/andi2.html. All requests for access to departmental drives must be requested by eform for security reasons; otherwise the request will not be granted. |
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18. Where can I get self paced computer training? What is Element K?
Element K is a way to learn computer software programs online, and is available through University Learning Resources. Faculty and staff can go to the Element K website (http://www.elementk.com) and learn how to use any software program that might be of interest. There are three different libraries available to faculty and staff, ranging from low to high proficiency, depending on the user. These are:
- Office Professional Library: Word, PowerPoint, Excel, Access, FrontPage, etc.
- Design and Media Library: Adobe Photoshop, Adobe Illustrator, Macromedia Dreamweaver, etc.
- Computer Professional Library: (considered High Level) offers courses on Windows Operating System, Java, C++, etc.
When you choose one of the libraries, you will have access to all the courses under that category, and can learn online at your own pace and convenience. For example, if you select the Office Professional Library, you can teach yourself how to use various Microsoft software programs (and various levels of these programs), such as Word, PowerPoint, Excel, Access, FrontPage, Adobe Acrobat and Outlook, plus many more.
There are literally hundreds of courses to choose from within each library; the listing above is just a small summary. If you are interested in any of these courses please email Sarah Kline at sarah@fau.edu. Send her your name, email, and the library you are interested in. She will send you a username and password to log onto the Element K website. Your username will be good for three months; University Learning Resources only owns a limited number of licenses. If usage is low they will extend your time frame beyond the three months.
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19. What software is authorized by the University?
A list of software authorized by FAU can be found at this website: http://www.ecs.fau.edu/Support/consult/software/swchart.htm. |
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For help with computing requests, call 6-1129. Broward Campuses Help line personnel are available from 8:00 am to 5:00 pm Monday thru Friday. After 5:00 pm, calls are saved via voice mail and answered the following day. Contact the Help Line, 6-1129 or e-mail at bchelp@fau.edu. For help with purchasing computer software or hardware, contact Iris Coyle at 6-5117.
For computing requests at the Jupiter Campus, you must fill out an e-form related to your request at http://www.ecs.fau.edu/Support/helpdesk/eforms/. IRM will assign the request to someone on the Jupiter Campus. For computing questions, contact Joanne Julia at jjulia@fau.edu or call 6-8514.
For computing requests at the Port St. Lucie Campus, contact Emilio Gonzalez at gonzalez@fau.edu or 6-3327. Computing requests can also be made to Susan Bell at 6-3384 ( sbell@fau.edu).
For help with purchasing software or hardware at both Northern campuses, contact Sean Cunningham at 7-3874.
***IF YOU HAVE PROBLEMS WITH YOUR COMPUTER, CONTACT THE HELP DESK FIRST***
The following questions are most frequently asked of the College of Arts and Letters Computing Department. It is important that all computer problems be reported to the Help Desk first, so they can be logged and taken care of in a timely manner. The Help Desk will issue a request (also called a "ticket") for each problem, and each request will be assigned to a member of the College Computing Staff. |
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1. Whom do I call if I have a computer problem (office, classroom, or lab computer)?
Call the Information Resource Management (IRM) Help Desk for any type of computer problem, whether it is for a personal computer or a lab computer.
You can contact the Help Desk in three ways:
- you can speak to a consultant by calling 7-3999;
- you can email the helpdesk at 3999@fau.edu; or
- you can fill out an e-form related to your request at http://www.ecs.fau.edu/Support/helpdesk/eforms/
TIP: You will often be kept on hold for long periods of time when you call the Help Desk. To use speakerphone, leave the handset of your phone in the cradle. Push down the button of your phone line and you will hear the dial tone through the speaker. Dial the number, and talk into the speaker, rather than the handset. |
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2. How can I find out the status of FAU's system and network?
To find out the most current system status, call 7-2121, or check the website at http://www.ecs.fau.edu/support/helpdesk/status/.
If there are any problems, they will be listed on the website or at the above phone number. If there are problems with any of the systems, the messages are placed here to provide a central information point. Many times users recognize a problem before the consultants do. |
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3. If no problems are listed on the network status area and I have a problem, what do I do?
Contact the Help Desk. The Help Desk maintains the network status line and updates it if a campus-wide problem is occurring. |
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4. I think my computer has a virus. What should I do?
Contact the Help Desk. Viruses are given top priority because of the problems they can cause to the infected machine and others it may infect. |
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5. I just received a pop up message stating that I have a virus. What should I do?
Contact the Help Desk. They will assist you in the removal of the virus and if they are unable to do so, a request will be opened in your name for a College Consultant to come on site. |
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6. I forgot my computer log-on password. What do I do?
Contact the Help Desk. They can usually reset the password while the user is on the phone. |
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7. I cannot log onto my computer. What should I try? How do I get help?
Make sure that the Caps Lock key is not on when you are typing your password. Passwords are case sensitive. If this does not work, contact the Help Desk.
The most common problem when trying to log on is having the Caps Lock key on. If this does not solve the problem, the Help Desk can walk you through other common solutions (possibly resetting a password). If the Help Desk cannot solve the problem, they will assign someone from College Computing to examine the system. |
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8. I am having a computer emergency (my computer has a blue screen, won't power up, etc.) and I cannot reach anyone at the Help Desk - whom else can I call?
Please continue to contact the Help Desk. They support the entire University and there are times when all the consultants are busy. The next available consultant will help you. |
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9. What is the response time from College Computing if the Help Desk can't solve my problem?
College Computing tries to resolve problems within 72 hours. This varies based on the number of requests in the queue. Items such as new installs (non-problematic computing requests) can take up to a month's time.
Please note that the Boca Campus of the College of Arts and Letters currently has 520 faculty and staff, nine servers and 11 labs for which College Computing (two full-time people) is responsible. |
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10. I have an important file on a floppy disk and cannot retrieve it. Who can help me?
Contact the Help Desk. Many times the consultants at the desk will be able to troubleshoot your problem and solve it over the phone. Please keep in mind that diskette data can be damaged by a variety of factors such as:
- Debris on the drive head when the file was written or read.
- High temperature or humidity during storage or writing.
- Malfunctioning software when the file was written or read.
- Power fluctuations when the file was written.
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11. I am having problems with my keyboard. Do I still need to contact the Help Desk?
The Help Desk should always be contacted so problems can be logged and taken care of in a timely manner. |
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12. I am going on vacation and would like to back up my files. How can I do this?
Contact the Help Desk at least two weeks before your departure date, so they can set up a request. One of the College Computing staff will contact you and schedule a time to back up your files. Please note that all computers are different and not everyone has the same resources. After placing a Help Desk request, College Computing will provide the requestor with the best way to back up the files. |
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13. I have some old computers from Surplus and want them set up. What do I do?
A computer must meet the IRM minimum standards to receive support from IRM or College Computing. Minimum standards can be found at this website: http://www.ecs.fau.edu/Support/hwrecom.htm.
If the computer meets minimum standards, a work order should be placed with the Help Desk. Note that Windows NT will not be supported as of January 1, 2004.
A slow computer cannot run today's more robust programs. Microsoft is no longer supporting NT, so FAU will be unable to continue supporting it as well. |
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14. How do I get rid of old computer equipment?
Place a request with the Help Desk for items to be picked up by College Computing. This form can be found at: http://www.ecs.fau.edu/helpme.htm. Be sure to give the building and room number where the items are located.
Items need to be properly surplussed and picked up by Property Management so they can be removed from department inventory sheets. |
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15. How do I log onto a lab computer?
The current standard is for the user to have an FAU email username and password and use it to log on to the lab computers. The user's email address without the @fau.edu goes in the first line. The email password goes in the second line. FAU should appear in the third line. IRM has asked that all the colleges conform to the same log on. The College of Arts and Letters, on the Boca campus, has done so. |
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16. How can I get a software program installed on all the machines in a lab?
Six weeks before each semester, every department is asked what new software may be needed for each lab. Any software that needs to be installed on the lab machines must be given to the department chair or computer contact along with the original license agreement that will cover the number of machines in the lab. If the software is not given in six weeks prior to the semester, the software will NOT be on the computers for the coming semester.
It takes at least 80 person hours to create and test a ghost image for a lab. It then takes six hours per lab to roll the image out. If the software is not given six weeks ahead of time, it cannot be properly tested. Untested software will not be placed in the labs due to security and system stability concerns. |
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17. We have a new employee and have a computer dedicated for his/her use. How can we get the computer configured for his/her use?
When the computer is available, you can request an email account for the faculty or staff member at http://www.ecs.fau.edu/emailform.htm. Then submit a Network Installation Request at http://www.ecs.fau.edu/netinstallreq.html. All email requests must be submitted using the eform. The requestor must be a paid staff or faculty member of FAU with an existing, valid FAU email account. All computer installations must be placed using the eform. This provides the information necessary to complete the computer installation and logs your request so it may be attended to in a timely manner. |
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18. My computer has Windows NT or 2000 operating system. I would like to get the newest operating system. What can I do?
Contact the Help Desk. Not all computers have the system requirements needed to install the newest operating system. Also, any additional programs you use that are not supported by IRM ( Please see list of IRM supported software programs) may not be compatible with the newest operating system. Once a request has been placed with the Help Desk, College Computing will assess your system before any work can be done. If your computer does not have the necessary system requirements, College Computing will contact you to discuss alternatives. Each operating system is released with a variety of system requirements. To get the most out of the operating system College Computing needs to make sure your computer system can handle the upgrade. |
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19. What are the wireless capabilities of the University's buildings and where are the wireless locations?
This website provides the most up to date listing of the wireless access points (locations) on all of the campuses: http://www.ecs.fau.edu/netinfo/wireless.html. The wireless area is always changing and expanding; the site will give the most up to date locations. |
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20. Are there any wireless access points that I can use for my laptop? How can I access the web using a wireless card from my laptop?
The following website provides instruction on the location of wireless access points and instructions on how to configure the wireless card: http://www.ecs.fau.edu/netinfo/wireless.html
To gain access to FAU's wireless network, you must configure your computer's wireless card settings to FAU's standards. When these configurations are completed, you can access the wireless network from any of the locations listed at the above website. |
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21. When using Windows, a window appears asking me to insert the Windows Operating System CD. This is impeding me from performing fundamental daily tasks.
Contact the Help Desk; they may be able to resolve the issue over the phone. If not, a request (ticket) will be issued and someone will come by to diagnose the problem. |
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22. I believe my network port is not activated. Whom should I contact?
First, contact the Help Desk so that a College Computing staff member can come by and test for network port activity. If the port is not active, College Computing will request activation from Networking to activate the port. Port activation usually takes a few days.
Checking for network activity before contacting Networking to activate it can save time. Sometimes, one may believe the network port is not active; however, it may be that there is a network configuration problem and may have nothing to with port activation. |
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23. I believe my computer has been compromised, i.e., taken over by a user with malicious intent. Whom should I contact?
Contact the Help Desk and explain why you think your system has been compromised. If they cannot solve the problem over the phone, they will put in a request (ticket) for a College Computing staff member to devise and implement a solution. Individuals often interpret unusual computer behavior as a symptom that their system might have been compromised. However, this does not always turn out to be the case. The computer must be diagnosed to find out whether or not the system has actually been comprised. |
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24. What can be done if a department or lab needs a software title that isn't supported by FAU?
The department or program can provide its own expert, with the understanding that College Computing cannot provide assistance if something goes wrong with the software. The other alternative is for a department to provide funding so that College Computing staff can become certified in the specific program (these trainings are fairly expensive and some are quite lengthy).
Please note that self-training to support a software product will rarely give you the full and well-rounded knowledge needed to assist other users. A "train the trainer" program is usually necessary. |
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25. Whom do I contact to purchase software?
All software available through IRM can be found on the web at: http://www.ecs.fau.edu/Support/helpdesk/eforms/ and more specifically at: http://www.ecs.fau.edu/Support/softwareorderform.htm.
Please note that the College of Arts and Letters does not have any special licensing agreements with individual software manufacturers. IRM does. If the product is not available through IRM, the item should be purchased (on or offline) that offers educational pricing. College Computing and Sean Cunningham (7-3874), the FAU technology purchasing agent, are available to assist. |
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26. Should I call the Help Desk or College Computing if I need a hardware peripheral (e.g., printer, scanner) or if I would like to purchase a zip drive?
The Help Desk should NOT be called for any purchasing questions. College Computing can offer limited advice about a variety of items; however, Sean Cunningham (7-3874) is the technology purchasing agent for FAU. If approved, the funds for these items come out of either department or foundation accounts.
Like software titles, there are many hardware peripherals on the market; no one person can know them all. College Computing does not have a budget and, therefore, cannot purchase items. Once the item arrives, you should then contact the Help Desk so a consultant can come out and install the item.
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