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The following support queries are the most common - If, after consulting the
information on this page your query remains unanswered, please
contact Murray Gillespie at:.
ithelp-albany@uwa.edu.au or on 9842 0805
FAQs:
Using the Lab Computers:
How do I change my computer account
password?
Why can't I log in?
How do I save documents in the Labs?
My machine has frozen - what do I do?
Why doesn't the network connection work?
Using Email:
How do I attach a file to an email?
How do I change my email password?
How do I open an email attachment?
Printing:
Which printer to use and Printer Problems
Why does my PDF document print blank
pages?
I can't print PDFs from Adobe Reader
pages?
Microsoft Applications:
Why does MS Word keep adding bullet points in
when I type in bold text?
Why can't I open a MSOffice document I created on my home computer?
Endnote:
How do I configure the Endnote 'Cite while you
write' plug-in for MS Word?
Music and Audio:
Why can't I hear the sound of my lecture
recording?
How do I listen to RealPlayer audio in
the labs?
Other:
How do I save a document in Acrobat PDF
format?
How do I access the student projects shared
folder?
How do I scan a document and have it sent to my email?
How do I connect a private computer to
the Albany Centre Network?
How do I transfer my bookmarks into
Firefox?
Firefox will not open
Is there a wireless access point in the Albany Centre?
What should I do if I get the message "Safari
has been updated"?
Changing your computer
password/Problems Logging In
You can change your Computer password by clicking on your name at the top right hand corner of the screen and choosing Account Preferences. You need to be logged in to do this. If you have forgotten your password you will need to ask Sarah to reset it for you.
Other possible problems include:
- On your keyboard, make sure the caps lock key is not
switched on.
- Your computer may have a network problem. Try to log in on
a different machine prior to contacting IT Support.
- Make sure that you are entering your Pheme User id to log in, and that the password you are using
is your Albany Centre password.
Saving Documents in the
Labs
You can save files to your home directory - that includes the
Desktop you see when you log in and your Documents folder.
The menu at the top of the screen includes a "Go" item. Select
"Go" -> "Home" and you will see a list of folders where you
can save. The best place to save your written work is the
"Documents" folder, where it cannot be read by other students.
You will see the same Desktop and the same Documents folder
wherever you log in.
In Microsoft Word, by choosing "File" -> "Save" you should
find your "Documents" folder without any difficulty.
Above your Desktop, there is also a "Help" menu item. Browse
through "Help" -> "Mac Help" for useful tips on using the
computer. Its well worth taking some time and trouble to
explore.
Machine Problems
Your keyboard and/or your mouse may have come unplugged. Check
that they are plugged in correctly. To force an application on
your Mac to quit, hold down the 'Apple', 'Option' and 'Esc' keys;
for PC users, hold down the 'Control', 'Alt' and 'Delete' keys.
Choose the application that you would like to quit from the Force
Quit dialog box.
Please note that this may result in data loss. You should save
your work frequently in order to prevent the possibility of
significant data loss.
Network Connection
Problems
Please try a different machine. If the problem is widespread,
please report it to the Support desk via
email.
Attaching a file to an
email
Instructions if you are using webmail:
Login to your email account. Click the 'Compose' button, then the
'Browse' button to select the file you want to attach. Once you
click 'OK', the name of the file appears in the box. Click the
'Attach' button, so that the file you wish to send is listed
below that box. If you inadvertently pick the wrong file, you can
select the check box by its name and click 'Remove attachments'.
Changing your email password
Students can change their email passwords through the ITS
Pheme - Authentication
Management System page. [Note: Follow the link to
"Students"]
Opening an email
attachment
If you are using Webmail, download the document onto your
desktop. To open the document, double-click on the icon on your
desktop. If this does not automatically open the document, run
the application that you want to use (e.g. MS Word), and open the
document through the File > Open ... menu.
Printing
Every time that you print from the Computer Labs, you must
go to File Menu and select the 'Print ...' option. Select the
preferred printer in the pull-down Printer menu at the top of the
dialog box. You must do this every time that you print to ensure
that you are printing to the correct printer. The printer to use in the Albany Centre General Access lab is the HPLabPrintQ.
If you are experiencing problems printing, take note of the error message (if there is one) and report it to IT Support or the Front Desk.
PDF Document Prints Blank
Pages
The lab printer sometimes print blank pages from PDF documents
which have a graphic embedded in the text.
To get the problematic document printed, the easiest way is
probably to use Adobe Reader rather than Preview. If you don't
have it installed on your laptop, it is in the Applications
folder on all of the lab computers. Open your PDF in Adobe Reader
-- you should be able to click on the file, then click the File
menu and use Open With to do this.
Once you've got Adobe Reader open, click File > Print as per
normal, then click the Advanced button and tick "Print as image".
Click OK and click Print, and hopefully your document should be
appear as it's supposed to (but note that it might be a bit slow
to print).
If you are still having problems, contact IT Support.
I can't print PDFs from Adobe Reader
pages
This seems to be a problem with Acrobat reader 8-9.
To get the problematic document printed, the easiest way is
probably to use Preview. Open your PDF in Preview
-- you should be able to click on the file, then click the File
menu and use Open With to do this.
Once you've got Preview open, click File > Print as per
normal.
If you are still having problems, contact IT Support.
Saving a document in
Acrobat PDF format
If you have the document in your word processor (e.g. MS Word),
Choose 'Print ...' from the 'File' menu and then
select the 'Print to PDF' option in the dialog box. The 'Print to
PDF' facility is not charged to your print account because it
does not actually print the document. It creates a file which
anyone with the free Acrobat Reader software can view.
Listening to Lecture
Recordings
If the sound from the Lectopia recording is too quiet, go to your
unit's Lectopia page and boost the audio by holding down the
shift key while you move the volume slider up. Alternatively, try
using another lab computer. If you still have problems with the
same lecture, but other sound items are working normally, please
contact Jill or Jenni at the Front Desk citing the lecture unit, date of recording and
lecturer.
Printing Layout Problems
Go to the 'File' menu, and choose 'Page Setup...'. Set the Page
size to A4 and click OK. Then Print again.
Listening to Real Player audio in the Labs
To listen to radio broadcasts from computers in the labs, go to
RealOne Player > Preferences and select Proxies from the list
on the left. Check the box next to "http" is on, and select the
"Use system proxy settings" radio button. Enter or click OK. Once
this preference is correctly set, you should not need to change
it again. If you are challenged, use your email username and
password to receive the RealPlayer audio.
If you are struggling to make this work via your web browser, go
to RealPlayer File > Open Location and paste in the URL of the
audio stream you want to hear.
Please note that watching video from international commercial
websites will be expensive; audio streams from Australian
universities will cost the least, and anything from UWA is
free.
MS Word Autoformatting
Problems
Go to the Tools menu, select 'Autocorrect' and turn off all the
automatic formatting options. Do this in both the 'Autoformat as
I type' and 'Autoformat' panels.
Opening MSOffice 2008 documents
If you are running MSOffice 2008 on your home computer you need to make sure that the default format for saving is .doc(Word) .xls(Excel) or .ppt(Powerpoint). By default Office 2008 saves files with a different format which cannot be opened by MSOffice 2004. If you need a file urgently open please contact Murray Gillespie.
Configure Endnote 'Cite While
You Write' plug-in for MS Word
Download the detailed instructions (featuring screen captures) in
PDF format (200k) - Endnote CWYW.
How do I access the student projectes shared
folder
In the right hand pane of the Finder window, there should be a volume named Student Projects. Click on this to access the shared folder that you need.
How to scan a document
There is an Epson Scanner in the General Access Lab - the instructions are on the wall directly behind the eMac. You need to login using the id "scanning" with the password 4scanning
How
do I connect a private computer to the Albany Centre Network?
To connect a personal computer to the Albany Centre network, unplug the blue cable from the back of one of the lab computers and plug it into the corresponding socket of your laptop. It should be
noted that the definition of a non-faculty computer is one that
is either personally owned by a staff member or student; or is a
faculty owned computer that does not have our current SOE
(Standard Operating Environment) installed and as such cannot be supported.
How do I transfer
my bookmarks into Firefox?
Firefox is the recommended web
browser but Safari is also available if preferred. To import bookmarks from Safari into Firefox, open up Firefox, choose File then Import and choose Safari.
Firefox will not open
Firefox may stubbornly refuse to open. Last time, did it suddenly quit unexpectedly? It may have left behind lock
files which would be cleared up during a normal exit. Download this
Firefoxfixup utility to remove any lock
files and Firefox should open properly.
Is there a Wireless Access Point in the Albany Centre
Yes you can access the network using our wireless facility. Please contact the Front Desk or Murray Gillespie for instructions. Please note that it is only active on the upper level of the building
What should I do if I
get the message "Safari has been updated"?
Just click "Change All". This message appears after we update
the software on the lab computers, but if you click "Change All"
you should not receive any further error messages and will be
able to continue working normally.
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