Helpdesk FAQ (Frequently Asked Questions)

Helpdesk @ SMC

Contact the Helpdesk

Helpdesk FAQ Topics:

Microsoft Office

Malware/Viruses/Security

Helpdesk Support

Please refer to the ResNet website here for all your student computing questions, including computer support and purchasing recommendations.

Manage your Saint Mary's Computer Account

Change Your Password

Check Your Quota

Saint Mary's Network Disk Quota Information

The Campus iStore

Computer Clusters

Information Technology

Saint Mary's College

This is a list of the most common questions that the Helpdesk receives throughout the academic year from faculty and staff. These answers are geared towards computers on our campus network that have a software image installed on it by Information Technology. Many of these questions have solutions that you can easily follow to quickly correct your computer problems. Click on the question for the answer. For troubleshooting assistance with your personally-owned computer, please refer to the ResNet FAQ.

Phishing: I received an e-mail asking for my password and other personal information. Is this legitimate, or is it a phishing scam?

Phishing: I received an e-mail asking for my password and other personal information. How can I identify it as a phishing scam? (Downloadable PDF)

Account Forms: SMC Network/Email Account Request Form

Account Forms: Non-SMC Network/Email/Blackboard Account Request Form

ID Cards: How do I get my Saint Mary's ID card?

ID Cards: How do I get my Saint Mary's ID card replaced?

Accounts: When will my Saint Mary's College network account expire?

Passwords: Where do I go to change my Saint Mary's password?

Passwords: How do I create a secure password for my e-mail account, personal computer, bank account, or other purpose?

Passwords: I am having problems logging into network services (Zimbra for e-mail, Diamond for network drives, cluster/classroom computers, PrintLimit). How can I get my password reset?

Passwords: I cannot change my network password. How can I get my password reset?

Prism: I am having problems logging into Prism. How can I get my password reset?

Prism: A List of Frequently Asked Questions about Prism

VPN: How do I access the VPN (virtual private network) for Saint Mary's College?
VPN access is restricted to faculty and staff only.

Phones: My office telephone is not working. Can you help me?

Saving Data: Do you have any recommendations for me to save my work and decrease the chance of losing data (including papers, projects, and my Senior Comp)?

Saving Data: How do I change the drive letter for a flash drive on a computer running Windows XP?

Zimbra E-mail: Is there anything I can personally do to help improve the experience with Zimbra webmail on campus for myself and others?

Zimbra E-mail: I would like to create a signature (text that automatically appears at the bottom of e-mail messages I send) in Zimbra. How do I do that?

Zimbra E-mail: I would like to create a mail list/group in Zimbra so I can type in one name (such as "Best Friends") and it will send the message to multiple addresses. How do I do that?

Zimbra E-mail: How do I empty my Zimbra Trash immediately? How do I delete multiple messages at once, moving them to the Trash?

Zimbra E-mail: I would like to set up an away/vacation message for my Saint Mary's e-mail account. Can you help me?

Zimbra E-mail: Is it possible to filter messages (wanted and unwanted) from my inbox in the Zimbra webmail client? How do I turn off the filters I create?

Zimbra E-mail: What is the Junk folder for in Zimbra, and how should I use it?

Zimbra E-mail: What is the briefcase in Zimbra and how do I use it?

Zimbra E-mail: I would like to share my Zimbra calendar with someone. Is there a way I can let another person see my calendar? How do I stop sharing my calendar?

Zimbra E-mail: I would like to share my Zimbra Briefcase with someone. Is there a way I can let another person see my Briefcase? How do I stop sharing my Briefcase?

Zimbra E-mail: I am having problems sending and receiving e-mails. I am also seeing messages that I am at or near my quota. Can you help me?

Zimbra E-mail: How do find out more information on how to use e-mail, calendars, the address book, and other features included in Zimbra?

E-mail: I would like to set up my iPhone/iPad/iPod Touch to send and receive messages using my Saint Mary's e-mail account. My iPhone/iPad/iPod Touch has iOS 4. Is this possible?

E-mail: I would prefer to use Apple's Mail for checking my Saint Mary's e-mail account, rather than the Zimbra webmail client. Is this possible? (Mac OS X Lion, version 10.7)

E-mail: I would prefer to use Apple's Mail for checking my Saint Mary's e-mail account, rather than the Zimbra webmail client. Is this possible? (Mac OS X Leopard and Snow Leopard, version 10.5 and 10.6)

E-mail: I would prefer to use Thunderbird for checking my Saint Mary's e-mail account, rather than the Zimbra webmail client. Is this possible?

E-mail: I would prefer to use Gmail webmail for checking my Saint Mary's e-mail account, rather than the Zimbra webmail client. Is this possible?

E-mail: I would like to forward my Saint Mary's e-mail to another account. How do I do that?

E-mail: I would like to create a signature (text that automatically appears at the bottom of e-mail messages I send) in Thunderbird. How do I do that?

E-mail: Can I check my e-mail quota in Thunderbird?

E-mail: I want to use the send link within my web browser, but when I click on send link, it opens Outlook and I use Thunderbird. How do I fix this?

E-mail: How do I send email to all students?

E-mail: How do I send email to all faculty & staff?

E-mail: What does Saint Mary's College use for list management, and how do I create and manage a mail distribution list?

Spam/Fortimail: I am receiving e-mails from "release-ctrl@saintmarys.edu" with the subject "Quarantine Summary." Are these messages legitimate or are they spam? If they are legitimate, what are they?

Spam/Fortimail: How do I whitelist e-mails that the Spam Firewall considers to be spam so I can receive messages from those addresses in the future?

Spam/Fortimail: I'm whitelisting e-mails that have been caught by the Spam Firewall, but I'm not getting them in my inbox. How can this be fixed?

Microsoft Office: Windows - Changing the default file save formats in Office 2007 for Office 2003/2004 compatibility (Downloadable PDF)

Microsoft Office: Mac - Changing the default file save formats in Office 2008 for Office 2003/2004 compatibility (Downloadable PDF)

Microsoft Office: Windows - Changing the default file save formats in Office 2010 for Office 2003/2004 compatibility (Downloadable PDF)

Microsoft Office: Mac - Changing the default file save formats in Office 2011 for Office 2003/2004 compatibility (Downloadable PDF)

Network Drives: How do I connect to my personal network drive (fs1, also known as the H: drive) from my Mac OS X College-owned computer?

Network Drives: How do I connect to my personal network drive (fs1, also known as the H: drive) from my Windows XP College-owned computer?

Network Drives: How do I connect to the shared network drive (SMC, also referred to as the P: drive) from my College-owned Mac OS X computer?

Network Drives: How do I connect to the shared network drive (SMC, also referred to as the P: drive) from my College-owned Windows XP computer?

Network Drives: How do I check my network disk quota on fs1? I'm getting errors that my network drive has no space left.

Network Drives: I would like to be able to access my personal and/or shared network drive while I am at home or off-campus. Is this possible?

Printing: What is PrintLimit?

Printing: How do I print multiple slides per page in PowerPoint?

Printing: How do I print just the pages I need and not an entire document?

Printing: What is "Print Preview" and how can I use it to reduce the amount I am printing?

Printing: How do I print multiple pages on a single side of a sheet of paper?

Printing: How do I print a PDF from from Adobe Acrobat? (Special instructions for Windows users)

Connecting: How do I connect to BelleAire, the wireless network at Saint Mary's?

Connecting: I am receiving security certificate errors when trying to access BelleAire with Firefox. Are these errors legitimate, and how can I access BelleAire?

Web browsing: I am having problems getting a specific web page to load (or any web page to load). Do you have any suggestions?

Malware/Viruses/Security: What malware/pop-up blocking software does ResNet recommend? What malware/pop-up/adware/spyware removal software does ResNet recommend? (Information provided for personally-owned computers, not College-owned computers.)

Malware/Viruses/Security: How do I install the free virus protection software that Saint Mary's College provides to all faculty, staff, and students? (Information provided for personally-owned computers, not College-owned computers.)

Malware/Viruses/Security: How do I install and use Malwarebytes' Anti-Malware software on my computer? (Information provided for personally-owned computers, not College-owned computers.)

Malware/Viruses/Security: How can I prevent my computer from being infected with malware (malicious software, viruses)?

Malware/Viruses/Security: My computer is very slow when accessing the Internet, or it cannot access the Internet at all, and I think it may be malware (malicious software, viruses) causing the problem. Can you tell me how to remove the infection? (Information provided for personally-owned computers, not College-owned computers.)

Malware/Viruses/Security: My computer has windows popping up telling me that my computer is infected, but the windows aren't from my McAfee or Malwarebytes software. Can you tell me how to remove the infection? (Information provided for personally-owned computers, not College-owned computers.)

Malware/Viruses/Security: I think my computer has one of the new major computer viruses/malware infections. Is there a way I can clean the malware off on my own? (Information provided for personally-owned computers, not College-owned computers.)

Malware/Viruses/Security: My Windows computer is telling me that my virus protection software is out of date. I have the McAfee VirusScan software that Saint Mary's provided installed on my computer. How can I fix this problem?

Malware/Viruses/Security: How do I install Windows security patches and updates?

Malware/Viruses/Security: How will I know if there are any major security updates for Microsoft's Windows operating system?

Malware/Viruses/Security: What are virus definition files?

Malware/Viruses/Security: How do I update my virus definition files when I am not connected to Saint Mary's network?

Burning CDs: How do I burn (create) a data CD on a Macintosh computer running Mac OS X?

Burning CDs: How do I burn (create) a data CD on a computer running Windows XP?

Burning CDs: How do I burn (create) a data CD on a Windows computer running Windows XP (with Roxio Easy CD Creator 5)?

Burning CDs: How do I burn (create) a data CD on a Windows computer running Windows XP (with Nero Express 6)?

Helpdesk Support: I have tried calling the Helpdesk, but no one is answering. What are the hours for the Helpdesk?

Helpdesk Support: If I contact the Helpdesk for assistance, when should I receive a response?

Other: I know that using software such as Frostwire, Ares, BitTorrent, BearShare, eDonkey/eMule, Kazaa, Morpheus and other peer-to-peer (P2P) file sharing applications are a violation of Saint Mary's acceptable computer use policy. Are applications and web sites such as Apple's iTunes Music Store, Amazon, and Napster where I pay for all music that I download acceptable?

Other: Do you have suggestions on what to look for or where to purchase a new computer for my personal use at home?

Last Modified March 19, 2012