Where to look if you think something is wrong:
Network, Email, etc.: http://oit.utk.edu/ The emergency news is on the main body of the page. Look at right-hand navigation for more information.
Library Systems Status: http://www.lib.utk.edu/sharenews/

Good Pages for People New to UT:
http://oit.utk.edu/areyounew.html
http://oit.utk.edu/labs/faq/technologylist.html

Q. How do I log on to machines in Reference and The Commons?
A. NetID and Password – The very first time you log on to a machine with your NetID, you will be asked to change your password.

Q: I’ve been locked out of my account.  How do I unlock my account?
A: Go to https://directory.utk.edu/passwords/unlock-ad.jsp
Enter your NetID and Password and click Continue.

Q. What is my NetID?
A. Go to http://directory.utk.edu and search for your name.

Q. What is my NetID password?
A. NetID info for new users http://oit.utk.edu/newnetidinfo.html
By default you have a NetID password composed of the following three pieces of information:

The first two letters of your birth month in lower case
The last two digits of your birth year
The last four digits of your UT ID Number

If you were born January 1980 and your UT ID Number is 123-45-6789 then your default password would be ja806789.

Reference Desktop

Commons Desktop

Q: What software will I find in Reference, The Commons, The Studio?
A: The Commons - http://www.labs.utk.edu/labs/chooselab.asp
The Studio - http://www.lib.utk.edu/mediacenter/studio/gear/software.html
Reference – Browsers, IM Clients, Microsoft Office Suite, SciFinder, Beilstein

Q: What is D:\Temp or T:\Temp?
A: This is temporary drive space on The Commons and Library machines.  Most of the software on the machines automatically saves to that area.  That area is not protected by DeepFreeze so files saved to that area would remain on the machine for several days.  Check for files there if a computer is accidentally rebooted.

Q: What is the Unix Home Area?
A: This gives the user access to his/her UNIX account as a mapped drive.  It is only available on UT machines.  It’s a great place for students to save and transfer files.

Q: What is SSH and why is it pointed to larry.cas.utk.edu?
A: Larry is the web server for student, staff, and faculty pages.  SSH is a secure file transfer client.

Q: I was typing my paper/thesis/will and the computer crashed…?
A: If Word quit but the computer did not reboot, launch Microsoft Word. There will be a document recovery box on the left hand side of the screen that lists Available Files. Move the cursor over the filename; a drop-down box will be available. This drop-down box will give you the option of opening, saving, or deleting the file. Save the file.
or
If the computer has restarted, you will need to open the file directly. Go to the Temp( D: ) drive in The Commons or the Temp(T:) drive in Reference and look for a file with the extension .asd. The .asd extension is the auto-save format for Word and will be located in the Temp Drive on public computers. Double-click the .asd file and when it opens in Word, save it as a Word document (.doc).

Q: What does the logoff button do?
A: The user should double-click that icon to logout and restart the machine.

Look at Print Alternatives and Printing Tips on the Volprint site http://volprint.utk.edu for information on burning cds, transferring files, etc.

Q: In Blackboard, how do I print multiple slides on one page in PowerPoint?
A: After clicking Print, choose Handouts from the Print What category, then choose the number of slides per page.

Q: How do I omit the background when printing PowerPoint slides?
A: After clicking Print, go to the drop-down menu called Color/Grayscale and choose Pure Black and White.

Q: My PDF is not printing correctly, how can I fix this?
A: Try selecting Print, Advanced, and Print as Image.

Q: What do I do when the printer gives a service error?
A: This happens when a corrupt pdf (or other type) file gets stuck in the printer queue.  The only way to fix this error is to ask Library Technology Services to clear it out of the queue (974-4304).  Wes will gladly call them for you, but if you don’t find him immediately, save yourself some time.

Q: Why won’t this PDF print from Blackboard?
A: Who knows? Here’s how to fix it. Save the file to the desktop and print using the print function of the file viewer (use the Acrobat print button to print a PDF file, not the browser print button). Sometimes very large PDF files will time out before printing.  To fix this, save the document to the desktop and print part of the document at a time.

Q: The printer defaults to duplex printing.  How do I not print on both sides?
A: This change must be made at the program level.  There are 2 ways. Click Print, then Properties, then Finishing. Uncheck the Print on Both Sides box. OR Click Print, then Properties, then Layout and choose None under Print on Both Sides (Duplex).

Q: I clicked print and nothing happened.  What do I do?
A: In times of network bog down, it may take several, or many, minutes for anything else to happen.  It’s usually because the print system is having trouble communicating with the Volcard system.  Ask the user how far he/she got before the hang up.  It will make things worse to keep trying to print over and over.

Q: Where can I print in color?
A: In The Commons 235.  Print jobs must be sent through a release station.

Q: How can I get a printing refund?
A: To get a credit for unreadable copies, see a library or lab staff member. Turn in your bad copies, and the staff member will fill out a VolPrint Credit Request form. http://www.labs.utk.edu/volprint/requestcredit.asp.
You account will be credited within five business days.
Note: You cannot get a refund for choosing the wrong print job, etc.  Refunds are given for machine-error only.

Q: How can I put money on my Volcard account?
A: Deposit money to your All Star account online at https://web.dii.utk.edu/vcdebitdeposit/welcome.aspx (takes AT LEAST 15 mins.) or add money immediately from a DART machine (235 The Commons).

Q: Can I print from a wireless laptop?
A: Make sure your laptop is configured for wireless printing - http://oit.utk.edu/helpdesk/section/Wireless/41
Print jobs must be released through a wireless print release station.
Note: The loaner laptops print directly through Volprint just like the lab machines.

All Account management https://accounts.utk.edu/uact/

Many people don’t realize that their Email and UNIX accounts are separate.  They are and changing your NetID password does not change your UNIX password.  At present, your NetID, Exchange Email, and UNIX passwords are all separate.  In any case, if your password has expired, you must go to the HelpDesk in The Commons to have it reset.

Note: For people who have been at UT since the 90s, their UNIX account may have a different name than their NetID (I can prove it).

The UNIX Account – web server space, file storage
You can get to your UNIX account 3 ways: SSH, Unix Home Area, or by going to the Volspace site http://oit.utk.edu/usag/volspacemenu.html
Students have to register for a UNIX account.  Here’s how:

Go to http://oit.utk.edu
Click on Accounts Center
Click on Account Registration
Click on Register for Unix/Website Account

To change a UNIX account password:

Go to http://oit.utk.edu and click on the Passwords link
Click the UNIX link
Click the next UNIX link

Enter your username and password and click Change (will take 10-15 minutes to go into effect)

Exchange Email Account
New students will have Exchange email accounts.  Word on the street is that other students will be directed to the self-migration tool when they click on the Webmail link starting in September.  This tool is straightforward for the most part. The student will need to know his/her NetID/password and webmail login/password.
OIT Exchange Home http://oit.utk.edu/exchange/
Exchange Account Management https://tmail.utk.edu/uact/
Web access to Tmail http://oit.utk.edu/exchange/setup/#owa

The main clients are:
Windows – Outlook
MAC – Entourage
Linux – Evolution (comes with most distributions) 

IMAP instructions are provided for Thunderbird, Apple Mail, Netscape Mail, and Pine.

Q: How do I use Chinese character input?
A: The PCs in Reference and The Commons have a toggle in the lower right-hand corner of the screen for Chinese character input. Click the "EN" icon to select keyboard input language.

Q: Why can’t I access the Catalog/ Databases from my computer at home?
A: First, ask the person to clear the browser cache.  That will make sure the browser is not defaulting to an old link.  Other problems include firewalls blocked ports, browsers that aren’t set to accept cookies or javascript, etc. For more information and troubleshooting, go to http://www.lib.utk.edu/databases/remoteaccess.html

Q: Can I reserve a lab for a class?
A: Yes, fill out this form - http://reserve.utk.edu/

Q: Can I have a software package installed on lab machines:
A: Yes, fill out this form http://reserve.utk.edu/softwarerequest.html

Q: Can I reserve a practice presentation room?
A: Yes, reserve Commons presentation rooms here - https://itc.utk.edu/web/commons/day.php?day=09&month=08&year=2006&netid=&num=

Q: I’m a new employee…why don’t I have a NetID?
A: NetIDs are assigned automatically to new faculty and staff but do not go into effect until the first paycheck is issued.  To get a NetID faster to gain access to computers and databases, go to http://oit.utk.edu/forms/ and fill out a form.

If you’re on The Commons desk and someone calls asking for the HelpDesk, transfer him/her to the 974-9900 number.  The HelpDesk has consolidated its support lines, so that is the only number.  The phone in The Commons is a closed line meant for internal communication.

To register your laptop on the wireless network, go to: http://oit.utk.edu/helpdesk/section/Wireless/
If there is a problem with McAffee anti-virus software, the registration process may repeat itself until the problem is corrected.  If you’re determined, uninstall McAffee and start the process again.