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Infrastructure Services GROUP

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Desktop Support FAQ's

Q: How do I request desktop support or networking help from IRT? Answer
Q: How do I get a SUNet ID? Answer
Q: I forgot my SUNet ID password / my leland account password. Answer
Q: Can I get some help purchasing a computer? Answer
Q: My computer screen is blank, what do I do? Answer
Q: My machine was filtered during the recent virus/hacker outbreak? How do I check? Answer
Q: My computer works somewhere else, but it doesn't work here. How can this be fixed? Answer
Q: Nobody in my area can use their network connections. How do I report this? Answer
Q: My network connection is not working, but others are OK. What do I do? Answer
Q: What are the basic requirements for Oracle Financial systems? Answer
Q: What do I need to do to get a new computer on the network? Answer
Q: How do I know what my Hardware (Adapter) Address is? Answer
Q: What do I need to do to get a new printer on the network? Answer
Q: How can I get my machine to be on a scheduled backup? Answer
Q: My Hard Drive crashed. Answer
Q: I downloaded some software and now my system keeps crashing, why? Answer
Q: How do I stop those annoying pop-ups while I surf the internet? Answer
Q: I can't connect to Luge (or another IRT managed server): Server down. Answer
Q: My web site is not available Answer
Q: Sundial not working Answer
Q: I can't SSH into my "X" server, I used to be able to do this yesterday. What happened? Answer
Q:FTP Transfer errors Answer
Q:What do I need to know about using an iPhone at Stanford, and how do I configure it? Answer

If you have further questions or special needs, enter a help request into the University’s help desk site.

How do I request desktop support or networking help from IRT?

Call our Help Desk at (650) 72 5-8000 . You can also enter a help request into the University's help desk site http://helpsu. s tanford.edu/helpsu.cgi and IRT will be notified.

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How do I get a SUNet ID?

SUNet ID's can be requested through a web page maintained by ITSS. The address is http://www.stanford.edu/group/itss/services/sunetid/ . From that page you can open or re-open your own personal SUNet ID, see your settings, change your password, or change your SUNet name and email options (now via Stanford.You), or approve a sponsorship request, or see or change IDs you currently sponsor.

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I forgot my SUNet ID password / my leland account password.

Call the University's help desk at 5-HELP. The following web page has information about leland passwords: http://www.stanford.edu/group/dcg/leland-docs/passwords.html, including rules for selecting one.

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Can I get some help purchasing a computer?

The University maintains a web site to assist faculty and staff with computer purchases. If you have further questions or special needs, enter a help request into the University's help desk site ( http://helpsu.stanford.edu/helpsu.cgi ). The web site for help with computer purchases is http://www.stanford.edu/home/computing/purchasing_a_computer.html .

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My computer screen is blank, what do I do?

Check to see if your computer itself is on (it should have one or more little lights lit up) and make sure all cables including power cords are connected firmly. If there is no power at all to the computer, try plugging something else (like a lamp) in to the power outlet. If the outlet works, call the IRT Help Desk at (650) 72 5-8000 or enter a help request in HelpSU at http://helpsu.stanford.edu/helpsu.cgi .

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My machine was filtered during the recent virus/hacker outbreak? How do I check?

IRT Security maintains a list of filtered machines, available via the web at:

http://irt.stanford.edu/security/protected/filtered-ip.html

At this time, that web page is not continuously (or automatically) updated. For a computer which was filtered in the past day or two, you may want to call IRT Security at (650) 72 5-8000 for current status.

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My computer works somewhere else, but it doesn't work here. How can this be fixed?

If you have a laptop which you roam around with and plug into the network in different buildings, it ought to have the "roaming " flag checked/enabled in the NetDB record. Network and/or Systems administrators with access to NetDB can fix this. Otherwise, IRT Networking can do it for you. Either submit a HelpSU request or call IRT Networking at (650) 72 5-8000 .

Another possibility is that you're using wireless: our wireless coverage only exists in particular areas in/around particular buildings. We are working to expand coverage. If there is an area where you need wireless access, but where we don't have it today, let us know and we can work with you towards getting wireless installed. Either submit a HelpSU request or call IRT Networking at (650) 72 5-8000 .

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Nobody in my area can use their network connections. How do I report this?

Call IRT Networking at (650) 72 5-8000 to report a wide-spread network outage.

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My network connection is not working, but others are OK. What do I do?

Call IRT Networking at (650) 72 5-8000 .

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What are the basic requirements for Oracle Financial systems?

For Windows Computers:

  • Windows 2000 or Windows XP
  • Pentium IV
  • 512 MB RAM
  • For Macintosh Computers:
  • Mac OS X v10.3
  • G4 processor
  • 512 MB RAM*

Users of the Oracle financial systems access Oracle via the web. Oracle is accessible via both Macintosh and Windows computers. Those with Macintoshes should be running Operating System 10.3 (OSX) or higher. Those still running OS 9.2.x should be upgraded to 10.3 by December 2004.

The recommended browser for Oracle is Microsoft Internet Explorer (5.1x or higher for Macs, 5.5x or higher for PC's). Internet Explorer is available for download from the Essential Stanford Software site.

Important: To ensure optimal performance of the Oracle applications, users must configure their browsers to turn caching off. Instructions follow,

PC Users

1. Start Internet Explorer.

2. On the Tools menu, click Internet Options.

With the General tab selected, click the Settings button, located in the Temporary Internet files section of the window.

Change the settings to the following:

Under Check for newer versions of stored pages, select Every visit to the page.

Change the Amount of disk space to use to 1 MB.

 

Click OK to close to the Settings window.

Click OK to close the Internet Options window.

 

Mac Users

Start Internet Explorer.

On the Explorer menu, click Preferences

In the left column under Web Browser, click Advanced. (Click the triangle next to Web Browser to list its options if necessary.)

In the Cache section for Update pages, click the Always radio button.

In the Cache section for Size, enter 0 (the number zero) in the Size textbox.

Click OK

Problem with Oracle Workflow Email Notifications?

Reset Notification Style Preferences


If you are not receiving Workflow Notification email notices and suspect that this problem may be affecting you, please check your Workflow Notification preferences in Oracle as follows:

1. Launch an Oracle Financials session.

2. Click on SU Workflow Notifications.

3. Click on Notifications.

4. Click on the Preferences link in the top right corner of the browser window.

5. The Notification Style field within the "Notification" section should be set to "HTML Mail". If it is not, click on the pull down list for the field and select "HTML Mail".

6. Click on the Apply button at the bottom of the screen to save the change.

Please DO NOT change any of the date default settings found on this same screen!

This will reset your notification preferences and you should once again receive email notices for your Oracle transactions going forward. Please be sure to share this information with any approvers in your area who may not have received this email.

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What do I need to do to get a new computer on the network?

To add a device to the network, the device needs to be registered in NetDB. Network and/or Systems administrators with access to NetDB can do this, or IRT Networking can do it for you. Either submit a HelpSU request or call IRT Networking at (650) 72 5-8000 . Note that the following information is required for a NetDB entry:

  • Building name and room number (or specify if you are a Med Student, etc. who just roams the Med School with a laptop)
  • Name of the person who will be using the computer
  • Department Name
  • Manufacturer and model of computer/device
  • Operating System (ie: MacOS X, Windows 2000, etc.)
  • Name, e-mail, and phone number for the person responsible for your computing environment (this might be you!)
  • Hardware Address (might be called Ethernet Address, Adapter Address, Physical Address, or MAC Address, Ethernet ID, Airport ID, etc.). See below for the explanation on how to find this.
  • If the device is a Windows PC, confirm that DCOM has been disabled.

Note, too, that Windows PCs (as opposed to Macintosh computers, PDAs, or printers) have special computing security needs. BEFORE you can connect a Windows computer to the network, you need to disable DCOM, and (if you're running Windows XP) configure the Internet Connection Firewall. Instructions for doing this (and other important suggestions about protecting your PC) can be found at:

http://irt.stanford.edu/security/protecting/

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How do I know what my Hardware (Adapter) Address is?

The way to find your Hardware Address varies for different Operating Systems.

For Macintosh users:

Running MacOS 8/9

  1. Open the AppleTalk Control Panel.
  2. Pull down the "File" menu to "Get Info". The Hardware Address should be listed there.

For MacOS X:

  1. Open the System Preferences
  2. Click on Network
  3. Pull down "Show" to "Built-in Ethernet" (and/or "Airport")
  4. MacOS 10.3: click on the "Ethernet" tab (and/or "Airport")
  5. The Ethernet Address/Ethernet ID (or Airport ID) shows up in the bottom of the window.

For PC Users:

Running Win95/98/ME:

  1. Pull up/down the Start Menu to "Run".
  2. Type in "winipcfg" and hit return.
  3. This opens up a graphical window with your TCP/IP networking information in it.
  4. There is a drop down menu in WinIPCfg of your adapters. If not already selected, pull it down to your Ethernet card (and/or Wireless card).
  5. Do not give us the PPP adapter address.
  6. Your Hardware Address should then be listed in WinIPCfg as the "Adapter Address".

Running WinNT/2000/XP:

  1. Pull up/down the Start Menu to "Run".
  2. Type in "cmd" and hit return. This opens up a DOS window.
  3. Type "ipconfig /all" in the DOS window.
  4. Your Hardware Address should be listed as the "Physical Address" for your Ethernet adapter.

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What do I need to do to get a new printer on the network?

Mainly, this is the same procedure as getting a new computer on the network (above): Create (or get created) the NetDB record for the printer. But in addition, you probably need your computers to be configured to print to the new printer. If you need support from us to assist in this process, either submit a HelpSU request or call IRT Networking at (650) 72 5-8000.

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How can I get my machine to be on a scheduled backup?

The ITSS Backup and Recovery Service (BaRS) is a convenient, cost-effective way for Stanford faculty and staff to back up and recover crucial data on networked computers and servers. The BaRS service utilizes TSM software (Tivoli Storage Manager®, a product from IBM) to back up data over SUNet to a centralized, secure storage facility. TSM is available for Windows, Macintosh, and Linux desktops/laptops, as well as Windows, Macintosh, UNIX, and Linux servers (support varies by platform).

ITSS (for a fee) or your local computer support staff will install and configure the TSM software on your computer or workstation. Once configured, TSM will automatically back up your system at a specified time each workday. If you accidentally overwrite or delete a file, you can recover the file yourself using the TSM desktop software. File recovery is available 24 hours a day, seven days a week.

To learn more about BaRS, see "Pages about this Service," opposite. To sign up for service, submit a HelpSU ticket. Please specify school or department name, billing account number, number of systems to be backed up, and platform/operating system.

Other backup alternatives for desktops computers and for local servers are also available. See Computer Backup Options at Stanford for more information.

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My Hard Drive crashed.

Contact your Local Network Administrator, The Bookstore or ITSS at 5-help. It may be covered under warranty.

If your computer data has been backed up by the ITSS Backup and Recovery Service (BaRS), there is a process to restore the data to a new hard disk.

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I downloaded some software and now my system keeps crashing, why?

This may have been a keyboard interface issue.

On a PC try un-installing the program by going to Start Menu \ Settings\ Control Panel and then the Add and remove programs Icon. Highlight the offending software and then click on the remove button. Follow the prompts to complete the removal of the software.

On A MAC simply drag the Application Folder to the Trash.

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How do I stop those annoying pop-ups while I surf the internet?

Down Load Spy Sweeper to remove Spyware and pop-up ads

 

Spy Sweeper detects and removes spyware from your PC. The consequences of unidentified spyware can include identity theft, computer corruption, slower Internet access, and increased numbers of pop-up ads.

Spy Sweeper scans your computer using a database of known spyware threats and reports its finding. If any files or traces of spyware match the threat definitions database, Spy Sweeper immediately quarantines them. Quarantining a program disables it until you decide to either delete the program or restore it.

You are regularly prompted to download updated spyware definitions.

System Requirements

  • Supported Operating Systems: Windows XP/2000/Me/98
  • Processor: 100 MHz
  • Hard Drive Space: 5 MB
  • RAM: 8 MB

http://www.stanford.edu/dept/itss/ess/pc/spysweeper.html

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I can't connect to Luge (or another IRT managed server): Server down.

Can you connect to other servers, browse the internet, etc?   If not, then try to determine why your machine is not connected to the network.

Otherwise, IT Services monitors their servers and generally knows about server outages within 5-15 minutes during normal business hours.  We try to avoid these outages and keep them brief when they happen. Please call the IRT Help Desk line, (650) 72 5-8000 to report the outage.

Mission Critical servers are monitored 24x7 and we are aware of outages within 15-30 minutes during non-business hours.

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My web site is not available

Can you connect to other servers, browse the internet, etc?  If not, then try to determine why your machine is not connected to the network. 

Otherwise, please check to see if http://med.stanford.edu/ is available in your browser.  If it is available and your site is not available during normal business hours, please immediately call the IRT Help Desk line, (650) 72 5-8000 to report the outage.

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Sundial not working

This is an ITSS supported application.  Please call 5-HELP or submit a HELPSU ticket.

I can't SSH into my "X" server, I used to be able to do this yesterday. What happened?

Can you connect to other servers, browse the internet, etc?  If yes, then please call the IRT Help Desk line, (650) 72 5-8000 to report the outage.  If not, then try to determine why your machine is not connected to the network.

FTP Transfer errors

Can you connect to other servers, browse the internet, etc?   If yes, then please call the IRT Help Desk line, (650) 72 5-8000 to report the outage. If not, then try to determine why your machine is not connected to the network.

iPhone @ Stanford

SU ITS has created a website about iPhones at Stanford.  There's information about compatibility, security, e-mail setup, and more.  The website can be found at http://iphone.stanford.edu.

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