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Top 20 FAQs
We've compiled a list of frequently asked questions that the Help Desk receives throughout the year. This list is broken into categories providing basic solutions to the most common problems.
Blackboard/CampusWeb
- When I try to log into Blackboard I get an authentication error message. Can I get my password reset?
- How do I resolve the invalid form/missing web error messae when I try to access the CampusWeb login page?
- How do I remove hold flag(s) from my CampusWeb account?
- How do I handle spam messages that end up in my Inbox?
- How can I make sure that legitimate mail doesn't get blocked by the spam server?
- I received a message stating that I am over my mailbox quota but I've emptied my deleted items folder. Can I get my mailbox size increased?
- I tried to send an email and received a message that I've exceeded my quota limit. I only have six emails in my inbox and my other folders are empty. What could be causing me to receive this message?
Network
- I am able to logon to the computer at my desk but Outlook won't open and I can't surf the internet. What could be causing this?
- I've logged on to my office computer and am able to access the Internet and Outlook but, my network drives are not appearing. What should I do?
- I am getting intermittent connection to the network in my dorm room. Who do I contact to resolve this problem?
- How can I connect my laptop or mobile device to the wireless network?
- I am unable to access files on Darwin/Magellan. How do I know if it's just my computer or a system wide problem?
- How can I access the Goucher library databases from off-campus?
Printer
- I have an inkjet printer that doesn't seem to be working even after installing new cartridges. How can I fix this problem?
- The laserjet printer in my office is printing lines down one side of each page. How can I fix this problem?
- My printer seems to get jammed with paper at least once a week. Does it need to be replaced?
- I am a student and am unable to print from any of the computers in the library. Is there something wrong with my account?
Other
- My computer seems to be running slower than usual and I think it might be infected with a virus. How can I fix this problem?
- I have these weird windows popup on my computer even when I'm not on the Internet. How can I remove them?
- Who should I contact when experiencing problems with either the computer or the audio-visual equipment in classrooms after 5pm?
- Are there other FAQs listed on the IT website?
Blackboard access was recently integrated into the email/network system so that you use the same username and password to log into your email account, any computer on campus and your Blackboard account. Please try the password you use to check your email or to log onto a campus computer to see if that will let you in. If you continue to experience any problems contact the Help Desk to have your password reset. Please note that whatever we reset your password to will be the new password for all three accounts.
Invalid form/missing web error messages are related to the browser cookies. To resolve the problem, browse to www.goucher.edu and click on the CampusWeb link. Firefox is recommended for Mac users rather than Safari.
How do I remove hold flag(s) from my CampusWeb account?
Hold flags restrict access to CampusWeb in order to resolve another issue that needs to be taken care of with Student Administrative Services (SAS), the Associate Dean’s office or the Health Center. To find out what the hold flags mean and how you can get them removed please visit http://www.goucher.edu/x2583.xml#6.
How do I handle spam messages that end up in my inbox?
Even with a spam server in place there may be a small amount of spam that will still get through to your inbox. Please forward any messages you feel to be spam to spam@goucher.edu. This will allow the spam server to block these emails from coming through in the future
How can I make sure that legitimate mail doesn't get blocked by the spam server?
There’s no way to guarantee that legitimate mail may not be blocked by our spam server. However, there is a way that you can log into your spam junk box and check to see if there has been any mail that was wrongfully blocked. To find out more information about the SonicWall Email Security system and how to access it please visit http://www.goucher.edu/x14834.xml.
Unfortunately, we are not able to increase individual accounts. In order to decrease your mailbox size, please also check the following folders for large attachments:
- Sent Items
- Drafts Folder
- Inbox
If you continue to experience problems, please contact the Help Desk. For information on how to check your mailbox size please visit http://www.goucher.edu/x2845.xml if you use Outlook. Visit http://www.goucher.edu/x15907.xml for Outlook Web Access (OWA).
There is a restriction on the size of email attachments to 6 MB. When you try to send an attachment larger than 6 MB you will immediately receive a message that the email cannot be sent. If the email is saved in your Drafts folder you will need to delete the email before you’ll be able to send any further emails.
Settings on office computers allow users to login regardless if the computer is connected to the network. If you notice that you are not able to access network files and surf the Internet, reboot your computer to try to regain connection to the network. Please call the Help Desk if you continue to experience problems.
Network drives are mapped automatically through a program called Desktop Authority when you log onto your computer. If some or all of your network drives are missing, log off and log back on to see if the drives will appear. Please contact the Help Desk if that does not resolve the problem.
First make sure that you are only connected to the network using an Ethernet cable in your room. If you also have wireless enabled, it may interfere with the wired connection. Disable your wireless connection and see if the problem persists. If you continue to experience problems with your wired connection please contact the Help Desk.
How can I connect my laptop or mobile device to the wireless network?
In order to connect a wireless device to the goucherwireless network, you will need to provide us with the MAC address. Instructions on how to find the MAC address can be downloaded at http://www.goucher.edu/x2908.xml.
First check to see if anyone else in your dorm room, floor or office is experiencing the same problem. If so, then the problem could be system wide and you can confirm that by either checking the status online by going to http://www.goucher.edu/x15993.xml. You can also check via phone by dialing 6322 and select option 3.
How can I access the Goucher library databases from off-campus?
Please visit http://www.goucher.edu/x1689.xml for instructions on how to access the library databases from off-campus.
Some inkjet printers require you to replace all empty cartridges before it will work. For instance, if you only replace the black cartridge but the yellow cartridge is low as well, then the printer will not work. Another reason why the printer may not work after a cartridge replacement is that the printer may need to go through a series of head cleaning or printer head alignment. These options can be found in the printer properties.
First try taking out the toner and gently shaking it from side to side. If that doesn’t resolve the problem insert a new toner to see if that works. If not, then please contact the Help Desk.
My printer seems to get jammed with paper at least once a week. Does it need to be replaced?
If you’re using an inkjet printer you may want to make sure that the paper is not too thick. Try using a standard non-bonded paper to see if that will eliminate the jams. If the inkjet printer jams regardless of paper thickness, it may need to be replaced. Check with the manufacturer to see if it’s still under warranty. If it is a Goucher-owned inkjet or a laser printer please contact the Help Desk for assistance.
The Print Wisely program uses software called PaperCut to conserve printing resources. Students are allocated 600 pages each semester. The PaperCut software loads when you log on a campus computer and puts an icon displaying the number of pages you have left in the upper right hand corner of the screen. If you do not see that icon and you are unable to print then you may need to log off and then log on again. Please call the Help Desk if you continue to experience problems. For more information on this program, please visit http://www.goucher.edu/x2987.xml.
Make sure that your McAfee VirusScan software is running the latest antivirus definitions. You can do that by right clicking the V shield icon in the system try and then selecting About VirusScan Enterprise. If the date is within the last week then you should be fine. If not, then right click on the icon again and select Update Now. Your computer must be connected to the Internet in order to update the definitions. Once your definitions are up to date, perform a scan of your computer by right clicking the icon and selecting On-Demand Scan. If you need to install McAfee VirusScan, please visit http://www.goucher.edu/x5490.xml.
Your computer might be infected with spyware which can cause windows to popup even if you’re not connected to the Internet. You can use any anti-spyware program like Spybot to find and remove any infections. McAfee also has a built-in antispyware module that you should use to scan your computer.
The normal Help Desk hours are from 8am to 5pm, Monday through Friday. However, there is classroom assistance available after 5pm called Help Desk @ Night. More information about Help Desk @ Night can be found at http://www.goucher.edu/x4571.xml.
Are there other FAQs listed on the IT website?
The IT website has several FAQs in different sections. Click on the links below to view more FAQs: