FMHI Information Technology

FMHI IT Frequently Asked Questions – FAQ

IT Questions: General PC Software Network E-Mail

Do you have other questions? Send an e-mail to itfaq@fmhi.usf.edu.

Who should I call for help with a computer problem?

¨ First, contact your department technical associate, if one is available. They may be able to respond to your request immediately. You can call the IT Help Desk at any time or complete an online ticket request.

What do I need to do to purchase a new PC or laptop?

¨ Although each department is responsible for purchasing their own equipment, FMHI IT does provide standards for PC and laptop purchases. FMHI IT will provide a quote, if requested. All units purchased over $1,000 must be decaled by USF Property, before IT can complete setup and deployment.

What is a decal number and how can I get one?

¨ A decal number is the last six digits of a 16 digit number appearing on a USF applied barcode, located on the body of your PC. It can also be a six digit number appearing on a yellow sticker, if FMHI IT provided the decal. USF does not apply decal numbers to PCs costing less than $1,000. PCs which cost less are provided decals by FMHI IT. Decal numbers are required of all PCs supported by FMHI IT. (Examples of Applied Decal Numbers ). FMHI IT uses decal numbers to track inventory and the service history of each PC. Decal numbers are associated with the serial number of each unit. No attempt should be made to transfer or remove decal number stickers under any circumstances.

¨ To obtain a decal number for new PC equipment costing more than $1,000, call the USF Property Department at 974-6032. They will send a representative over to apply their decal number. Have a copy of your purchase order available.

How can I buy a license for software?

¨ We recommend contacting your department associate, or FMHI IT, before purchasing a software license. Some software is covered under a USF Campus agreement with Microsoft or other vendors. Also, some departments may have already purchased multiple licenses for the software you are requesting. There are FMHI software standards in place. If you want to purchase software applications that are not included, please read the Non-Standard Software procedure 06.02.1.

What is encryption and why do I need it?

¨ Encryption is a technological method of protecting sensitive data. Desktops, laptops, and individual files can be encrypted. It is REQUIRED that all laptops at FMHI be encrypted with the Safeboot software for data security. (See Encryptions Standards and Procedures – 04.07.1).

Someone from main campus (or outside FMHI) said I could do _____, but I tried and could not do it. Why am I having problems?

¨ The FMHI network provides more security and protection for our devices, users, and data by utilizing a firewall. In some cases, policies on the firewall may prohibit some internet applications for working properly. If you have any questions, contact the IT Help Desk at 974-1905 or use the ticket system. Your questions will be sent to the FMHI Security Coordinator, or Institute Security Officer.

Does FMHI have a wireless network?

¨ Currently, FMHI does NOT have a wireless network. We are in the planning stages of upgrading our network to include wireless connections. You can make a wireless connection by going to the FMHI Research Library.

I’m off campus and I forgot my password, what can I do? I logged on too many times and my account is locked.

¨ Outside of business hours, a locked logon account will reset itself within 30 minutes. Otherwise, you will need to wait for IT Help Desk business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m.

When I try to log into Outlook Web Access, it hangs up and doesn’t open? Why?

¨ This could be due to the Secure Password Logon Policy, instituted in September, 2006. Your passwords expire every six (6) months. You cannot change a password from outside the FMHI buildings. Contact the IT Help Desk at 974-1905 or use the ticket system. A systems administrator can unlock your account and/or reset your password.

I seem to be getting a lot of “spam” messages from the same e-mail address. Is there a way to stop this e-mail?

¨ All FMHI e-mail is filtered through an outside service, IBM Message Labs. Spam e-mail senders always find a way to work around e-mail filtering. We have created a procedure for Forwarding Spam to IBM Message Labs. Just follow this procedure and the address will be added to the blocked address list.

Document Center

Who should I call when I have a problem with the Xerox copier/printers?

¨ Contact the IT Help Desk at 974-1905 or use the ticket system. All Xerox copier/printer problems must be documented for reporting purposes. IT will contact the Document Center staff, or Xerox.

Why can’t I photocopy on the Xerox copier/printers?

¨ You may not have a valid logon account or PIN number. Contact the IT Help Desk at 974-1905 or use the ticket system.

The Xerox printer is out of paper, what do I need to do to get some delivered?

¨ Contact the IT Help Desk at 974-1905 or use the ticket system. We will make sure paper is delivered as soon as possible. You need to provide the location of the printer and the printer decal/barcode.

What is “scan to e-mail?

¨ The “scan to e-mail” process, from the Xerox multifunction printers/copiers, allows you to scan any document into PDF format and send it to yourself, or any FMHI staff member. If you need assistance, or would like to know more, please contact the IT Help Desk.