Frequently Asked Questions
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://swdb.ucl.ac.uk/?filter=anti%20virus
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 known as Home drive.
Q: What is the H:/ drive?, can I view it on my Windows PC?
A: The H: drive is a 10Gb network drive that is automatically assigned to staff 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 locating the drive with the letter H: assigned to it.
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.ucl.ac.uk/ion/services/computing/training/documents. 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: https://www.ucl.ac.uk/ion/intranet/HR/hon-vis-app
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.
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
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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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
Q: How do I apply for an email account?
A: For a UCL email account, download and complete the application form below and have it authorized by the appropriate persons. This should be then sent to Personnel in 23 QS.
Q: Can I view my email when offsite?
A: Yes. Navigate to the following: http://outlook.com/live.ucl.ac.uk
Q: Can I use my mobile phone to see my emails?
A: The following link provides further instructions: http://www.ucl.ac.uk/isd/staff/mail/live/mobphon/mobilephones
Q: Why can't send an email attachment?
A: There is a 35mb 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: I am leaving ION, can I keep my email account?
A: If after you have left you still have ongoing work commitments with the Institute, you may apply for Honorary or Visitor status. More details including application forms are available using the links below:
Q: I've received a message that my mailbox is full - what should I do?
A: Help can be found here: https://www.ucl.ac.uk/isd/staff/mail/live/how-to/archive
Q: What advice is available in terms of encryption?
A: UCL recommend Truecrypt. This is discussed here: http://www.ucl.ac.uk/isd/common/cst/good_practice/encrypt
Q: Can I forward UCL emails?
A: This is not recommended but a guide can be found here: https://www.ucl.ac.uk/isd/staff/mail/live/outlook/owa/forwarding
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://ip-lookup.net/
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:
Q: How do I access Library Services?
A: See the following for useful information: http://www.ucl.ac.uk/ion/library/
Q: Where can I download UCL logo's?
A: The logo's can be found here: http://www.ucl.ac.uk/corporate-identity/
Q: Where can I see my payslip's online when at work?
For offsite access, view the MyView page after connecting to WTS here: http://www.ucl.ac.uk/isd-extra/common/windows/wts-web/
Q: How do I set it up my Outlook email account?
A: You can find setup guides based on your outlook version here: https://www.ucl.ac.uk/isd/staff/mail/live/config
Q: Where can i purchase a copy of Microsoft Office from UCL?
A: Office can be purchased for personal use here: https://ucl.onthehub.com/.
Technical issues should be directed to: https://ucl.onthehub.com/Webstore/Support/WebStoreHelpContents.aspx
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 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.
For assistance on PC Maintenance: click here.
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 by emailing email@example.com.
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 viewing ISD pages here: https://www.ucl.ac.uk/isd/staff/purchasing/departmental/pricing/printers/
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.
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/isd/staff/purchasing/departmental/pricing
Q: What is my email quota?
Q: Can I access IoN resources when offsite?
A: Yes - more information here: http://www.ucl.ac.uk/ion/services/computing/Remote
Q: My entire thesis is on a floppy disk or usb stick, but there seems to be a problem. What can I do?
A: Possibly your thesis is corrupt or there are bad sectors, you will need to do the following;
Click on My Computer, right click the floppy drive or usb, click Properties, click Tools, click Check Now tab, select both text boxes (Automatically fix file system errors and scan for and attempt recovery of bad sectors) by clicking, and then click Start.
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/
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.ucl.ac.uk/ion/services/computing/software
Q: Why do I receive SPAM emails?
A: Guidelines to avoiding SPAM can be found here: http://www.ucl.ac.uk/isd/common/mail/junkmail.
A rule can be set to filter these emails using the guide here: http://www.ucl.ac.uk/isd/staff/mail/live/outlook/owa/messages/junkmail.
Q: I need SSH, where I download this?
A: This can be downloaded here:
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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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
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:
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 set up an automatic reply for my e-mail?
Ensure this is set well in advance of your planned leave to avoid disappointment. You can also do this via the web as shown here:
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.
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: firstname.lastname@example.org for further details if your respective page is not shown below.
Sarah Lawson: ION: http://www.ucl.ac.uk/ion
Rowena Kemp: BRR: http://www.ucl.ac.uk/ion/departments/repair (Prof Golay)
Hannah Stapley: Clinical and Experimental Epilepsy (DCEE): http://www.ucl.ac.uk/ion//departments/epilepsy (Prof Walker)
Elaine Wagiswara: Clinical Neuroscience http://www.ucl.ac.uk/ion/departments/clinical (Prof Schapira)
Andrea Hodgetts, June Smalley: Molecular Neuroscience: http://www.ucl.ac.uk/ion/departments/molecular (Prof Hardy)
Charlotte Burt: Neuroinflammation: http://www.ucl.ac.uk/ion/departments/neuroinflammation (Prof Smith)
Chris Seers: Sobell : http://www.ucl.ac.uk/ion/departments/sobell
Rachael Maddock: Wellcome Department of Imaging Neuroscience (FIL) : http://www.fil.ion.ucl.ac.uk/ (Prof Dolan)
Jacky Molyneaux : Division of Clinical Neurology: http://www.ucl.ac.uk/ion/divisions/clinicalneurology (Prof Reilly)
Joanne Maylin: Division of Neuropathology : http://www.ucl.ac.uk/ion/divisions/neuropathology (Prof Brandner)
Division of Neuropsychiatry and Neuropsychology http://www.ucl.ac.uk/ion/divisions/neuropsych (Prof Joyce)
Division of Neurosurgery http://www.ucl.ac.uk/ion/divisions/neurosurgery
Division of Neuroradiology and Neurophysics: http://www.ucl.ac.uk/ion/divisions/neuroradiology (Prof Yousry)
Sarah Lawson: Queen Square Library http://www.ucl.ac.uk/ion/library/
David Blundred: Education Unit http://www.ucl.ac.uk/ion/education (Daniela Warr)
Q: What wireless networks are available at the ION?