Computer Services  
Frequently Asked Questions and Answers

Below are the most frequent inquiries.

 

Q001 How do I reset my password manually, before it expires?
Q002 How do I change my E-Mail password?
Q004 How do I get a copy of the e-mail directory?
Q006 I can successfully log onto the domain but my files are not available. I cannot find my H:, I:, etc. drives.
Q008 The network printer/copier is locking up and refusing to print or my Private Print jobs do not appear.
Q009 I cannot open reports produced with AGS Vineland II Assist or I cannot print the reports.
Q010 I am receiving "Virtual Memory is Low" messages. What do I do?
Q011  I receive notices that my pictures and other media files are being removed from the server.
Q012 How do I compress/decompress zipped files?

Q013 How do I modify/request access to network resources?

Q016 How do I submit information for the Agency website?
Q018 I am not receiving e-mail that I should be receiving or the e-mail is marked as SPAM.
Q021 Outlook/Outlook Express is refusing to send group emails.
Q022 How do I send encrypted PHI via email outside of slnysarc.org?
Q024 How do I speed up Word 2007/2010Q025?
Q025 How do I create a desktop shortcut to my data folders?

Q026 How do I access Email?
Q027 How do I set up my IOS device for Excvhange?

 
Q001. How do I reset my password manually, before it expires? A001. Press the CTRL-ALT-DEL key combination and click on "Change Password."
Q002. How do I change my E-Mail password? A002. Your domain password and your email password are now the same. See A001 above.
Q004. How do I get a copy of the e-mail directory? A004. You may use the Global Directory in Outlook. You will have a Global Address List that contains everyone in the Active Directory. You will also have sets of personal contact lists.
Q006. I can successfully log onto the domain but my files are not available. I cannot find my H:, I:, etc. drives. A006. Actually, your files are available, your folders just failed to map to the drive letters. This is rare but can occur at high traffic times of the day. To correct the problem, log off and then log back on. If your drives still do not appear, do a complete shut down and restart.

To gain access without drive mappings, type this path into the file open dialogue box:

\\rlldc01\username$ for your H: drive

or 

\\rlldc01\share for all other shares. Replace username and share appropriately. Note the two backslashes at the beginning and the one backslash after the server name. Also note that the username has a $ appended. You can also access these paths by clicking START then Run, type the paths in there and click OK. An Explorer window will appear with your files.

Users who have shares associated with the TeraStation will have to refer to them with the IP address rather than the computername like this:

\\172.16.18.8\share

Users who have media files located on the separate storage server will have to use this:

\\rlldc02\share

Q008. The network printer/copier is locking up and refusing to print or my Private Print jobs do not appear. A008. It seems that this can occur when jobs sent via Quick Print conflict with copier use or other print jobs. Quick Print must be avoided because it causes this problem but more importantly because it send jobs without any security, allowing possible disclosure of E-PHI.

Turn off the machine, wait 10 seconds and then turn it back on. Any jobs that were present on the machine will need to be resent.

Go here for instructions regarding Private Print.

Q009. I cannot open reports produced with AGS Vineland II Assist or I cannot print the reports. A009. These reports are in fact opening and printing. They just take a very long time to do so. Possibly, this is due to the heavy use of Word format tables in these reports. The file sizes for these reports are very large.
Q010. I am receiving "Virtual Memory is Low" messages. What do I do? A010. Virtual memory is memory that utilizes hard disc space. Delete unneeded files from your hard drive (C:) to free up space. If you continue to receive the messages, contact the IT Department.
Q011 I receive notices that my pictures and other media files are being removed from the server. A011. These files occupy substantial storage space on the server's drives and unlike consumer-level drive space, this storage is not cheap. Picture and other media files are very large. IT must search for and remove these files regularly. In most instances, the files will be archived to a CD and the CD will be given to the user of the files. However, IT reserves the right to remove these files without transferring them if it is determined that the files are trivial or if the user repeatedly saves these types of files to the server after several removals.
Q012. How do I compress/decompress zipped files? A012. To compress a file or group of files, select them in Windows Explorer and right click on them. Choose Send To and click on Compressed (zipped) Folder. The file(s) will be reduced in size and if you are processing a group of files, they will be archived into a single compressed file. Directory structures will be maintained so you can highlight folders as well.

To decompress, copy the zipped file to your hard drive first and then click on the ZIP file and follow the same procedure. Make sure the file is in the folder you want it to be in because that is where the files will be extracted. Directory structures will be maintained.

Make sure you carry out this procedure on your hard drive! Do not compress/decompress over the network. Copy the Zipped file to your hard drive to process it. Do not decompress a large number of files to the server!

Q013. How do I modify/request access to network resources? A013. The appropriate form must be submitted for each user whose access is changed. This form must be obtained from HMPF. Account modification can only be requested by Program Managers and above.

Please note that the appropriate form must be submitted immediately when a user has left the agency or changed departments.

 

Q016. How do I submit information for the Agency website? A016. All material should be sent to Community Relations at the St. Lawrence NYSARC Community Center.
Q018. I am not receiving e-mail that I should be receiving or the e-mail is marked as SPAM or BULK. A018. First, make sure the sender is sending to the correct address and that you have given him the correct address. If the address is correct, check your SPAM or Junk folder for the message.

Contact IT only after these requirements have been met:

1. You are sure that the sender is using the correct address and that the sender's message does not contain blocked content.

2. The communication is not trivial or is not non-work related.

Before contacting IT about this issue, make sure all relevant details of the message are in the e-mail that you send IT, including the sender's address and the date and time that the message was sent.

Q021. Outlook is refusing to send group emails. A021. One of the addresses in your mail group is incorrect or no longer exists. Outlook may stop sending the entire message when it encounters this address. Delete the message from your Outbox folder and fix the incorrect entry in your mailgroup.
Q022. How do I send encrypted and password protected email? A022. Any private health information sent through email to anyone outside of the slnysarc.org email system MUST be sent using an encryption gateway. Click HERE for instructions.
Q024. How do I speed up Word 2007/2010? A024. Please see this document.
Q025. How do I create a shortcut to my data folders?

A025. Right-click on any blank spot on your desktop and choose New-->Shortcut.

Type in the path to the drive, for example:

\\rlldc01\Mydata

Click Next and accept the default name or change it.

Remember, if you are making a shortcut to your home folder, append a "$":

\\rlldc01\jdoe$

Q026. How do I access email?

A026. You can use Outlook on your computer. If you are unable to configure this, then you can always access your email over the web using this address:

https://exchange.slnysarc.org/owa

If you are on Commerce Lane, use this link instead:

https://172.16.18.26/owa

When you are not accessing email while on the domain or when you are using the web, prepend the username with 'slnysarc\' like this:

slnysarc\janedoe

Your password is the same as your current domain password.

Q027. How do I set up my IOS device for Exchange?

Tap Settings > Mail, Contacts, Calendars > Add Account.

Tap Microsoft Exchange.

Use these settings:

Email: username@slnysarc.org (your domain username)
Server: exchange.slnysarc.org
Domain: slnysarc
Username: username (your domain username)

Make sure the password is entered correctly.

YOUR PASSWORD IS YOUR CURRENT DOMAIN PASSWORD, NOT YOUR OLD EMAIL PASSWORD.