Frequently Asked Questions
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Anti-virus For a demo on scanning removable drives for viruses: click here For a demo on deleting corrupt system restore files to eliminate a virus: click here Q: Where can I download the virus protection software F-Secure? A: You can download the software for your specific operation system here: http://www.ucl.ac.uk/fsecure Q: Where can I download the virus protection software Sophos? A: You can download the software: http://www.ucl.ac.uk/fsecure/Sophos.html |
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Back Up Data
Q: What’s the best way to back up my own data?
A: Depending on the data size, by copying your data to an external removable storage drive i.e. a USB external portable drive , USB flash key memory drive, the network drive H:/, a Zip disk,
floppy disk or burning the data using standard software to a recordable media i.e. Rewritable/Recordable DVDs or CDs.
Q: What is the H:/ drive?, can I view it on my Windows PC?
A: The H:/ drive is a 10Gbs network drive that is automatically assigned to users when they log on to the ION domain. It is a private network drive accessible only to ION network administrators and the individual logging on with their ION domain assigned username and password. It can be used for temporary backing up of data, which can subsequently be moved to a removable external portable drive or burnt to recordable discs. It can be viewed on a Windows PC by clicking on My Computer and locate drive with the letter H: assigned to it.
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Computer Accounts Staff and Students of Institute of Neurology are eligible for ION computer accounts. Download and complete this application form and have it authorized by the appropriate persons. The form can be found here: http://www.ion.ucl.ac.uk/docs/Application_form.doc. You also get a UCL account which gives you a UCL email account, access to online journals, software via Windows Terminal Service (WTS) and wireless connection. If you need access to Institute and/or UCL computing facilities but you are not a formal member of staff you may apply for Honorary or Visitor status. More details including application forms are available at: http://www.ion.ucl.ac.uk/intranet/hon-vis.htm. Computer Problem Q: My computer is slow. Is there any way to speed it up? A: By taking one or all of the following steps: Increasing the Computer RAM (random access memory) Defraging the Computer, right click My Computer, click Manage --select Defragmenter --select Analyze ---Select Defrag if recommended by the computer. Deleting temporary files by running Windows disk clean up utility [click here for a demo] Cleaning the computer registry using third party software. Q: I cannot log on to an institute computer. What is the problem? A: The most usual cause is typing the password incorrectly three times, which locks out the account (you have to contact us to unlock it). Have you pressed the CAPSLOCK key? Look for green light at top right of keyboard to see if it is enabled. This would mean that you are entering your password in CAPITAL LETTERS, which wont work. Check that you are logging on to the ION domain, not some other domain, and not the local computer. Computer Reps Q: How can I find out who my computer rep is? A: See here for details for your relevant department: http://www.ucl.ac.uk/hr/rl_faq/contacts.php Contacts Q: I need help with my I.T equipment, who do I contact? A: This will vary depending on the department you are associated with. For the NMR contact: For Chalfont contact: For Sobell contact: For Prion Contact: For FIL contact: For the DRC contact: For Hospital Staff For ION staff |
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Documentation
Q: What training courses and self-study are available to me?
A: Various self study courses can be found here: http://www.ucl.ac.uk/hr/osd/timetable/subject.php#it
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Q: How do I apply for an email account? A: For an IoN email account, download and complete the application form below and have it authorized by the appropriate persons. http://www.ion.ucl.ac.uk/docs/Application_form.doc Q: What are the Institute Email Server Settings? A: The following can be used when configuring your email client: Incoming - pop.ion.ucl.ac.uk Q: Can I view my mail when offsite? A: Yes. You can use the following: http://www.ion.ucl.ac.uk/webmail Guidelines on how to setup Outlook 2007 to view your emails offsite can be found here. Q: I receive a regular email in my non-webmail client with the following subject/message: Subject: DON'T DELETE THIS MESSAGE -- FOLDER INTERNAL DATA and with the following message: "This text is part of the internal format of your mail folder, and is not a real message. It is created automatically by the mail system software. If deleted, important folder data will be lost, and it will be re-created with the data reset to initial values." A: This text is part of the internal format of your mail folder and is not a real message. It is automatically created by the mail system software. This mail message can be safely deleted. Q: Can I use my Blackberry to see my institute email? A: You will need to liaise with your Mobile Network device supplier to make arrangements. The following link provides further instructions: http://www.ucl.ac.uk/isd/staff/mobile/mail/blackberry/bis Q: Why can't send an email attachment? A: There is a 20mb limit when sending attachments. A good alternative for sending large attachments can be found here: https://www.ucl.ac.uk/isd/staff/mail/dropbox Q: Why can't i open an attachment? A: This is because the attachment has been sent in a format unknown to your computer, click on the following link for additional information: http://www.ucl.ac.uk/isd/staff/mail/attachments/cannot-open Q: I am leaving the institute can I keep my email account? A: If after you have left you still have ongoing work commitments with the Institute and you need your email account for longer than three months, you may apply for Honorary or Visitor status. More details including application forms are available using the links below: http://www.ion.ucl.ac.uk/CU/documents.html and http://www.ion.ucl.ac.uk/intranet/hon-vis.htm Q: I've received a message that my mailbox is full - what should I do? A: The documents at the following links explain how you became over quota and how to clear up: The link below can be opened with Microsoft Word: http://www.ion.ucl.ac.uk/docs/Dealing_with_Oversized_Mailboxes.doc The link below can be opened with Adobe Reader/Acrobat: http://www.ion.ucl.ac.uk/docs/Dealing_with_Oversized_Mailboxes.pdf Q: What advice is available in terms of encryption? A: UCL recommend Truecrypt. This is discussed here: http://www.ucl.ac.uk/cert/encryption.html Note: All ION owned laptops will have this software installed during the initial setup. |
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Forwarding
Q: Can I forward UCL emails to my ION email?
A: You can set forwarding through the HR self-service page at: https://www.ucl.ac.uk/directory/self-service/. Log in using your UCL credentials and submit your Institute mail address as the email address for forwarding.
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Help! For ION Remote Assistance please view our demo: click here |
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IP Addresses
Q: How can I find the Host Name and IP address of my managed machine?
A: The following will provide the information you require: http://whatismyipaddress.com/
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Laptops
Q: Can I use my personal laptop at the institute?
A: Anyone wanting a laptop connected to the network can view the following for details:
http://www.ion.ucl.ac.uk/computing/laptops.html
Library
Q: How do I access Library Services?
A: See the following for useful information: http://www.ucl.ac.uk/library/
Logo
Q: Where can I download UCL logo's?
A: The logo's can be found here: http://www.ucl.ac.uk/corporate-identity/
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MyView Q: Where can I see my payslip's online? A: See here : http://www.ucl.ac.uk/hr/myview_secure_live/myview_log_in.php |
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Oracle Calendar Q: How do I access the UCL Corporate Diary service? A: Access is found here: http://www.ucl.ac.uk/isd/staff/diary Microsoft Outlook Q: How do I set it up my Outlook email account? A: Firstly, run email client software on your computer, and then populate it with required relevant details. Details are shown here for UCL email: http://www.ucl.ac.uk/isd/staff/mail/outlook For ION email, view the demo: click here Ensure you specify Incoming mail server (P0P3) as pop.ion.ucl.ac.uk and Outgoing mail server (SMTP) as smtp.ion.ucl.ac.uk, however, when offsite, you need to specify the Outgoing Mail server as smtp2-server.ucl.ac.uk and type in your UCL account details where required, this allows you to use the UCL outgoing mail server (SMTP) to relay email messages. On the other hand, you can choose to use your ISP’s (Internet service provider) Outgoing Mail server to send messages, this will require inputting username and password assigned by your ISP were appropriate. Guidelines on how to setup Outlook 2007 to view your emails offsite can be found here. |
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Passwords
Q: Where can I find tips on UCL security and passwords?
A: The following provides all the relevant information: http://www.ucl.ac.uk/isd/staff/connections/passwords/faq/acceptable_password
Q: How do I reset my password?
A: IoN email or offsite web access - Contact the Computing Unit.
IoN domain password - On any windows computer on the domain press Ctrl, Alt, Delete simultaneously. Click on Change password. If you don’t remember the old password, please contact the Unit to have it reset.
Your UCL account password will expire every four months. Sign up to the UCL User Authentication Service at https://myaccount.ucl.ac.uk/uas-register/. This will allow you to change or recover a lost password in the future without having to go to the UCL help desk in person or via the Computing Unit.
PC Maintenance
For assistance on PC Maintenance: click here.
Printing
Q: How do I print from WTS?
A: Procedures can be found here: http://www.ucl.ac.uk/isd/staff/windows/wts/guide/print
Q: Why can't I print in the student Cluster Room?
A: Check you credit with the Computer Unit in the first instance.
Q: What are the Print charges in the student Cluster Room?
A: 1p for black and white and 10p for colour.
Q: Where can I get advice on printers?
A: Contact the Institute’s IT support Unit to discuss your printer requirements, after which suggestions can be made. Alternatively, if you’re an experienced printer user, then it may be worthwhile contacting the Customer service section of the university contracted suppliers. Viewing online and manual catalogues of contracted suppliers should help in keeping you informed.
Q: Why does my printer display panel show 'Load Letter' whenever I try to print?
A: You may be able to solve the immediate problem by hitting the 'Continue' key, (maybe 'Shift-Continue'), if there is one.
The underlying problem is due to using software which assumes we are in the USA (Windows95/98/NT plus Office). To overcome this, use the Regional Settings control panel to set English(United Kingdom) as the default system locale.
After doing this you may also need to set your printer default paper to A4.
This varies with printer type. Accessing this features varies. In XP, click Start and then clicking on printers. Right click on your printer and choose ‘Properties’. (You will be looking for ‘Preferences’). In Vista or Windows 7, click on Start, select Control panel and finally select the Printers option.
Please contact us if you are unable to deal with this.
Procurement
Q: Who are the recommended computer suppliers?
A: The Institute follows the UCL standard in this regard, the recommend standard contracted computer hardware suppliers includes Dell, Apple, Viglen, XMA, Stone Computers, Q-Associates, Prolinx and SGI.
When purchasing items, ensure you select your preferred operating system at the time of purchase. However, for items which require ION domain access, ensure your operating system whether XP, VISTA or Windows 7, is not a Home edition.
Click on the following link for additional information: http://www.ucl.ac.uk/efd/procurement/private/contract/comphard/index.shtml
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Quota The ION Email quota limit is 60Mb. Increases to this can be requested by contacting support@ion.ucl.ac.uk If you are over your ION email quota limit, useful information can be found here: http://www.ion.ucl.ac.uk/computing/mailquotas.html The ION network data quota for each user is 10Gb. Q: How do i increase my Filestore quota? |
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Remote Access
Q: Can I access IoN resources when offsite?
A: Yes - more information here: http://www.ion.ucl.ac.uk/services/computing/Remote
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Q: My entire thesis is on a floppy disk, but there seems to be a problem. What can I do? A: Possibly your thesis saved as a file on the floppy disk is corrupt or there are bad sectors on the floppy disk, you will need to do the following; Firstly, copy disk content to another formatted disk, by opening My Computer, ensuring that your floppy disk is placed your computer’s floppy drive, right click floppy drive select Copy disk and click Start, when prompted for a destination to copy data to, insert other formatted disk and click OK. Alternatively, and after ensuring you have a back up copy of data on the disk, Service News Q: I am having problems with UCL facilities such as moodle. When will it be back up and running? A: Keep up to date with the latest information on IS Service News at: http://www.ucl-status.ac.uk/ Software Q: Can I install software on my IoN computer? A: It’s the Institute’s computing unit policy to exercise a great deal of flexibility in managing computers on our network, this allow majority of users with administrative privileges on their ION computer, to install software applications. However, it is the user’s responsibility to ensure that such software will not compromise our network security, as disciplinary measures can be taken against a defaulting user. If in doubt on the authenticity of a software application, it is best to contact the ION IT unit before installing such software. Click following link for additional information on standard software that can be installed on your work PC: http://www.ion.ucl.ac.uk/CU/software.html Q: What software is available within WTS? A: See here for help: https://www.ucl.ac.uk/isd/common/software/wts-myriad-software SPAM Q: Why do I receive SPAM emails? A: One of two things, the spam mail has been able to bypass the Institute spam mail filter (Message Lab), this filters all messages delivered to your mailbox, effectively dealing with spammed mail, thus reducing the incidence and magnitude of spammed messages received. Your email address has been spammed, as a result of inadvertently replying to a bogus email message or online advert or your email address is present in another individual’s email address book (Contact list), which has been compromised. When you receive a spam mail, the simple thing to do is delete it and empty your email deleted items/ trash/junk folder. SquirrelMail Q: Where can I access SquirrelMail? (For students enrolled during 2007-8 academic year) A: You can log in here: https://www.squirrelmail.ucl.ac.uk/src/login.php Q: How do I use SquirrelMail? A: See here for tips: https://www.ucl.ac.uk/is/email/squirrelmail/index.htm SSH Q: I need SSH, where I download this? A: This can be downloaded here: http://www.ucl.ac.uk/cert/ssh.html Staff WTS Q: Where do I access Staff WTS? A: The method is shown here: http://www.ucl.ac.uk/isd/staff/windows/wts Q: I need to learn more about about the Staff WTS? A: Helpful hints can be found here: http://www.ucl.ac.uk/isd/staff/windows/wts/guide |
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Training
Q: Where can I find out about the computer training courses provided by IS?
A: Search for relevant courses here: http://www.ucl.ac.uk/isd/staff/training
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UCL Management Systems Q: Who do I contact regarding problems with UCL Management systems such as FIS, ResourceLink etc? Q: How do I change my UCL password? A: Sign up to the UCL User Authentication Service at: UCL WWW Pages Q: How do I create my your own web pages? A: See the following for tips: http://www.ucl.ac.uk/isd/staff/websites/isd/staff/websites/web-services USB Keys Q: What is a USB memory stick/key? A: A USB memory key is a storage device which lets you carry far more data in a device small enough to keep in a pocket or use as a key chain. Q: How can I use my USB key in a the Cluster rooms? A: Information can be found here: http://www.ucl.ac.uk/isd/staff/filestore/other/#usb |
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Vacation Facility
Q: How can I set up an automatic reply for my e-mail?
A: See here: http://www.ion.ucl.ac.uk/CU/vacation.html Ensure this is sent well in advance of your planned leave to avoid disappointment.
Versions Help
Q: How do i find out what version of operating system and email software i have installed on my computer?
A: See here for further information.
Viruses
See Security
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Waste Disposal Q: How can I safely dispose of equipment I no longer need? A: Disposal methods can be found here: http://www.ucl.ac.uk/efd/efm_www/cleaningandwaste/waste/content/computers.shtml Webmail Q: How do I log into Webmail? A: The logon page can be found here: http://www.ion.ucl.ac.uk/webmail The UCL alternative can be found at: https://www.squirrelmail.ucl.ac.uk/src/login.php Web Site Q: Who updates the Institute web pages? A: Departmental pages are currently amended by nominated staff in their respective departments. To establish the web editor for your department, see below for a current list of editors and the sites they are responsible for (With editorial responsibility appended in brackets where different). Email: web-editor@ion.ucl.ac.uk for further details if your respective page is not shown below. Sharon Goering: ION: http://www.ion.ucl.ac.uk Louise Shepherd: ION: http://www.ion.ucl.ac.uk Rowena Kemp: BRR: http://www.ion.ucl.ac.uk/departments/repair (Prof Husain) Hannah Stapley: Clinical and Experimental Epilepsy (DCEE): http://www.ion.ucl.ac.uk/departments/epilepsy (Prof Walker) Elaine Wagiswara: Clinical Neuroscience http://www.ion.ucl.ac.uk/departments/clinical (Dr Tom Warner) Andrea Hodgetts, June Smalley: Molecular Neuroscience / DCEE: http://www.ion.ucl.ac.uk/departments/molecular (Prof Wood) Charlotte Burt: Neuroinflammation: http://www.ion.ucl.ac.uk/departments/neuroinflammation (Prof Smith) Chris Seers: Sobell : http://www.ion.ucl.ac.uk/departments/sobell Rachael Maddock, Marina Anderson: Wellcome Department of Imaging Neuroscience (FIL) : http://www.fil.ion.ucl.ac.uk/ (Prof Dolan) Brian Warren: PRION : http://www.prion.ucl.ac.uk/ (Prof Collinge) Gillian Barley: Division of Clinical Neurology and Dementia Research Centre: http://www.ion.ucl.ac.uk/divisions/clinicalneurology (Prof Rossor) Joanne Maylin: Division of Neuropathology : http://www.ion.ucl.ac.uk/divisions/neuropathology (Prof Brandner) Prof Koltzenburg: Division of Neurophysiology http://www.ion.ucl.ac.uk/divisions/neurophysiology Rachael Maddock: Division of Neuropsychiatry and Neuropsychology http://www.ion.ucl.ac.uk/divisions/neuropsych (Prof Joyce) Mr Kitchen: Division of Neurosurgery http://www.ion.ucl.ac.uk/divisions/neurosurgery Dan Tozer: Division of Neuroradiology and Neurophysics: http://www.ion.ucl.ac.uk/divisions/neuroradiology (Prof Yousry) Louise Shepherd: Queen Square Library http://www.ion.ucl.ac.uk/library/ David Blundred: Education Unit http://www.ion.ucl.ac.uk/education (Daniela Warr) Wireless Q: Where can I can connect to the Wireless network at the institute? |
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