There are currently two ways to let someone know you are having a computer problem or have a request. The first is by calling 745-7000. You will have the opportunity to speak to a qualified consultant about your problem/request. The second way is by filling out an online Help Request. By going to Network & Computing Support's website at http://www.wku.edu/helpdesk/ , you will see under Support a Help Request option. Here you will be asked some identification information and then you will be allowed to submit your request. A case will be entered for you based on the information you send, and someone will be in contact with you as soon as possible.

1. Call 7000 and speak with an associate. Be sure to have the room and port numbers of the cross connect for the helpdesk associate.
2. You can also fill out an online request form as stated above.

To save a file onto the network when working in a program:

 

1. Click the File Menu, chose Save As
2. Click on the down arrow beside the 'Save in' box
3. Click on the F: drive. Click on users. Continue to click on the folders until you get to your user's directory
4. Click Save

 

To retrieve a file from the network:

 

1. Double click on My Computer on the Windows Desktop.
2. Double click on the F:\ drive or wherever your home directory is located on the network.
3. Double click on the file.

 

Or if working in a program:

 

1. Click File, Open.
2. Click on the down arrow beside the 'Look in' box.
3. Click on the F: drive and continue to click on the folders until you get to your user's directory.
4. Click Open.

 

Hardware

Network & Computing Support keeps a current list of supported desktops and laptops on their website at http://www.wku.edu/infotech/index.php?page=113. Here you will see a list of purchasing options. This will show you what computer, be it a desktop or laptop, that we suggest you purchase in order to receive the best support possible. Once you have chosen the computer you want, you can then send the Quote number to Ken Baushke in Purchasing to order this for you. If you have a request for special components to add, please contact the helpdesk for a specific quote.

 

PC

Network & Computing Support keeps a current list of hardware upgrades on their website at http://www.wku.edu/infotech/index.php?page=115. This page shows the details for contacting a vendor. From here you will need to know the model computer you have (which is usually listed on the front of your CPU) in order to select the appropriate upgrades for your model computer. For any additional support in this manner call the Helpdesk.

 

MAC

At this time we do not have current upgrade listings for Apple computers. However, to obtain information, call the helpdesk at 745-7000 and ask to speak with the MAC Support Specialist to assist you in determining your upgrade needs.

Image dropping is a term that Network & Computing Support uses in order to describe replacing existing data on a computer with an image file containing all of the information required to recreate a complete disk. The process is simple. A consultant will backup data, image drop the computer and then restore the data back to the computer.

PC

1. Open Internet Explorer (other browsers will not work).
2. Go to http://www.wku.edu/av/.
3. Click the link which applies to your situation (i.e. WKU-owned computer, student-owned computer, etc.)
4. Enter your LDAP (email) user name and password.
5. If a Yellow Bar appears on the top, click it and choose "Install ActiveX Control…"
6. The installation will begin.

 

MAC

Fill out an online help request form to have someone install this on your system.

Training

Classes are offered regularly on supported and provided software. Classes are announced by email. In order to view the calendar or sign up for a class, please visit the following website http://www.wku.edu/~train/train.htm. These classes are taught on PCs and not Apples; however the basics of each software package is generally the same, with the same functionality and use as the PC software.

Accounts

Windows 9x

1. Click Start
2. Click Run
3. Type Command and click OK
4. Type F: and hit Enter
5. Type setpass and hit Enter
6. When prompted for your old password, type in your current Novell password (if you do not know your password, please contact the Help Desk at x7000). Hit Enter.
7. When prompted to enter your new password, enter a password at least 6 characters long and it cannot be a password you've used before. Hit Enter.
8. When prompted to re-type your new password, enter the same password you used in step 'g' and hit Enter.

 

Windows XP

1. Press CTRL+ALT+DEL
2. Click Change Password
3. Enter your current Novell password (if you do not know your password, please contact the Help Desk at x7000) for Current Password.
4. Enter your new password, enter a password at least 6 characters long and it cannot be a password you've used before.
5. When prompted to re-type your new password, enter the same password you used in step 'd' and click OK.

 

MAC OS 8.1-9.x

Not all Apple computer have the Novell client on the system. It is only needed to access the share locations on the network network to facilitate the distribution of computer files between PC users and Apples. To determine if you have the client, look in the top right corner of your computer beside the clock and you should see a tree icon. This icon is the Novell Client for MAC.

 

1. Click on the tree in the upper right corner (If you do not have a tree you do not have the Novell client installed. If you are in need of the client, place a help request online).
2. Go to Login
3. Click on the "Set Password" button.
4. Enter your current password in the "Old Password" field.
5. Enter your new password into the "New Password" field and retype field.

 

If you are a new employee and would like to request a new account, please have the departmental secretary or department head follow these steps:

1. Open a web browser (i.e. Netscape, Mozilla, or Internet Explorer) and go to http://www.wku.edu/helpdesk/.
2. Click on the Online Help Request Button.
3. Enter your employee ID number (typically your WKU ID) and your last name in the login prompts.
4. Click Login.
5. Scroll down to Option 3 and click Submit Request to Create or Modify E-Mail/Novell Accounts.
6. Fill out all of the fields (every field must be filled in) following any RED instructions on the page.
7. Make any additional requests or comments in the Additional Information text box.
8. Click on the Submit Form button.

Printing

PC

1. As with many computer problems, the first step is often to reboot the computer.
2. Check to be sure that the printer is online, that it has the proper ink or toner, and that it has paper to print on.
3. Make sure that the printer is properly connected to both a source of electricity, and the computer that is trying to print.
4. If the printer is a network printer, make sure that you have the print que captured, and that the print server is properly connected to the network.
5. Reload the printer driver by clicking on the Start button, then the settlings button, the printers button, and choosing to add a new printer.

 

MAC

1. As with many computer problems, the first step is often to reboot the computer.
2. Check to be sure that the printer is online, that it has the proper ink or toner, and that it has paper to print on.
3. If you already have the printer icon on your desktop make sure that is is selected as the default printer. To do this click on it once to select it and go to the Printing at the top and select Default Printer.
4. If the printer is a network printer, make sure that you have the print que captured, and that the print server is properly connected to the network.
5. If no icon is on the desktop, follow the steps above to select a printer.

 

1. Once you have initialized your internet connection, start your web browser. (Ex. Netscape Navigator, Internet Explorer, or Firefox)
2. Type http://webmail.wku.edu in the location (or URL) bar.
3. Enter your username in the username field. This will be everything preceding the @ symbol in your email address. (Ex .If bob.smith@wku.edu is your email address, then bob.smith is your username.)
4. Type your password in the password field.
5. Once you are successfully logged into Webmail, you will be presented with an index of the email messages in your inbox.