University of Wisconsin - Stout

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Library Technology FAQ

Miscellaneous Problems

1. How do I contact Ask5000?
2. How do I find the Access to Learning Desk (ALD) staff?
3. What computer resources are available in the library?
4. Do any of the computers have CD-ROM or DVD Drives?
5. Can I format a disc in the library?
6. What do I do when I find a virus on my disc?
7. How do I shutdown and restart the computer?
8. How do I get sound on the computer?
9. If I scan a document using an Intel based computer can I read it in a Mac?
10. Where can I find my lost disc/flashdrive/etc?
11. Where can I find my lost student ID?
12. Can any of the library computers read 250mb zip disks?
13. How can I get help with Learn@UW-Stout problems?

Printing Problems

1. How do I print from library computers?
2. Can I print on transparencies/photo paper/etc.?
3. Which print job is mine?
4. How do I pay for printing on library computers?
5. How do I print multiple print jobs?
6. Can I stop printing once it has started?
7. Does the library have a color printer?
8. Where are the printer manuals?
9. Printer shows a paper jam error.
10. One of the public laser printers is Out-Of-Order.
11. I can't find my job on the print manager station.
12. How can I print from my laptop?
13. How do I print from Learn@UW-Stout?
14. How do I reboot the print manager stations?
15. How do I print part of a Web page?
16. Printer displays the message "manual feed" or "MF Load Letter".
17. How do I check to see if the Blackboard card reader is working?
18. The print manager station is locked up or has an error message.

E-Mail Questions

1. How can I get help with e-mail problems?
2. Can I check my e-mail from library computers?
3. Can I print from my Web Mail?
4. Can I use Web library resources from my home, business or another campus?
5. Can I e-mail full text documents and Web documents from library computers?

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DriveShield Questions

1. Why is the library using DriveShield?
2. The computer restarted and I can’t find any of my files that were saved on the computer.
3. When I attempt to logon, I receive the message, "The system cannot log you on to this domain... or the password for that account is incorrect."
4. When I attempt to logon, the username is "administrator".
5. Can I save data to the hard drive?
6. A red icon appears in the lower right area of the task bar.

Network and Server Problems

1. None of the public PCs can connect to the WWW.
2. Some of the WWW stations are able to connect and others are not.
3. How do I get to my BlueDrive space?
4. How do I map a network drive?

Laptop Issues

1. What is the Laptop Learning Initiative?
2. Does the library have Ethernet connections for laptop use?
3. How do I add public printers to PCs, laptops, and public computers?
4. How do I add public printers to Apple laptops and Apple public computers?
5. Why is the library using GoBack on the laptops?
6. What does the message, "Warning- The GoBack Auto-Revert buffer is now xx% full" mean on the laptops?
7. How do I run Auto-Revert on the laptops?
8. How do I register my laptop?

Stout Library Catalog Problems

1. When connecting to the UW-Stout Library Catalog I receive the following message, "The page cannot be displayed."
2. When connecting to the UW-Stout Library Catalog I receive the following message, "The UW-Stout Library Catalog is not available. Please contact the Library."
3. What do I do after a library power outage?

Miscellaneous Problems

1. How do I contact Ask5000?

• Check their Web site.
• Call 5000 or off campus, 715-232-5000.

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2. How do I find the Access to Learning Desk (ALD) staff?

• The ALD desk is located through the glass doors on the first floor, underneath a hanging sign that reads “Access to Learning Desk”.  The worker seated there will be wearing a blue vest.

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3. What computer resources are available in the library?

• Go to the Computer Resources in the Library page.

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4. Do any of the computers have CD-ROM or DVD Drives?

• All Public computers have DVD+/CD RW drives.

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5. Can I format a disc in the library?

• Yes. Use the following instructions:
  1. Click on My Computer.
  2. Right-click on the disc to format.
  3. Select Format and follow the instructions on the screen.
  4. Report any problems to an ALD student or Reference Librarian.

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6. What do I do when I find a virus on my disc?

• Run AntiVirus program against the disc with the following instructions:
  1. Click on My Computer.
  2. Right-click on the disc to be scanned.
  3. Select "Scan for Viruses".
  4. Report any problems to an ALD student or Reference Librarian.

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7. How do I shutdown and restart the computer?

• Follow these instructions:
  1. Click on Start.
  2. Click on Shut Down.
  3. Select Restart.
  4. Click on Yes or OK.
  5. Press Ctrl+Alt+Delete.
  6. Username: your UW-Stout e-mail username
  7. Password: your UW-Stout e-mail password
  8. Log on to: UWSTOUT-MAIL.
  9. Click OK.
  10. Report any problems to an ALD student or Reference Librarian.

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8. How do I get sound on the computer?

• Compaq computers have the audio connection built into the front of the computer.
• Use your own headphones or headphones checked out from Circulation.
• If there is still no sound, do the following:
  1. Go to the Control Panel under the Start menu.
  2. Click on "Sounds, Speech, and Audio Devices".
  3. Click on "Sounds and Audio Devices".
  4. Make sure Mute is not checked.
  5. Plug in headphones.
  6. Adjust volume as needed.
  7. Report any problems to an ALD student or Reference Librarian.

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9. If I scan a document using an Intel based computer can I read it in a Mac?

• Yes.

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10. Where can I find my lost disc/flashdrive/etc?

• Check at the Circulation Desk or Access to Learning Desk for lost discs.
• If a disc is found, please leave it at the circulation desk lost and found.

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11. Where can I find my lost Student ID?

• Lost IDs are taken to the circ desk.
• The Campus Card Office will be notified and their staff will retrieve the ID card. (Usually same day)

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12. Can any of the library computers read 250mb zip disks?

• HP Compaq computers with numbers C-6900 and lower have 250mb zip disks.

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13. How can I get help with Learn@UW-Stout problems?

• Go to http://www3.uwstout.edu/lit/lts/learn/student_resources.cfm

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Printing Problems

1. How do I print from library computers?

• Click File > Print to select the printer. Note the printer number.
• Click OK. Note: When the printer icon is clicked, the job will go directly to the printer selected without displaying the print setup box. You will not know to which printer the job has been sent.
• Go to the print manager stations on the first floor Reference area. There are four of them:
  • Two print manager stations for black and white printing on printers 1-4
  • Two print manager stations for color printing on printers 5 and 6
• See the latest instructions located by the print manager stations.

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2. Can I print on transparencies/photo paper/etc.?

• Transparencies, overhead sheets, and photo paper are not permitted in the printers.  These items can and will jam the printers and/or melt inside the printer.
• The only acceptable printing material, other than the paper provided, is resume paper and envelopes.
• If you have any questions, ask the ALD student BEFORE attempting to print.

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3. Which print job is mine?

• On the print manager station, when prompted to enter the user ID, enter your UW-Stout e-mail username. This will display only your print jobs.

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4. How do I pay for printing on library computers?

• A card is required--either a StoutOne card or a Visitors card. The print manager stations in the library do not accept cash.
• Visitors can purchase a Visitors card at the Value Transfer Station in the University Library lobby.
• UW-Stout users can add cash to their Flexline card at the Value Transfer Station or at the Web site noted below.
• Contact the Circulation Desk for assistance.
• Additional information can be found at http://www.uwstout.edu/campuscard/

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5. How do I print multiple print jobs?

• On the public print manager station:
  • Print a single job by clicking on it.
  • Print multiple jobs by right clicking on each of the jobs.
  • Click on Select All to print all of the jobs.

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6. Can I stop printing once it has started?

• Once printing starts, charging has already occurred, so there is no reason to try to stop the printing.

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7. Does the library have a color printer?

• Yes. The two color printers are located near the black and white printers on the 1st floor reference area. To use them:
  1. Select File, then Print.
  2. Choose LLC_Printer5color or LLC_Printer6color.
  3. Color printers can also be found in the student center.

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8. Where are the printer manuals?

• Online manuals are available at:
  • HP Color LaserJet 4700
  • Black and White Dell 5300 Laser
    

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9. Printer shows a paper jam error.

• Ask an ALD student for assistance.

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10. One of the public laser printers is Out-Of-Order

• Go back to the computer and select a different printer.
• Report the problem to an ALD student or Reference Librarian.

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11. I can't find my job on the print manager station.

• If no print jobs display, try the following:
  • Try refreshing the print manager station screen.
  • Try sending the print job to another printer.
  • Make sure to log into the PC with your e-mail account name.
  • Save the document on a disc or flash drive. Restart the computer and resend the job.
• If the job still doesn't appear, try using another computer to send the job.
• Report any problems to the Access to Learning, Reference or Circulation desks. Provide them with your name, a copy of the file, and the number of the computer used (C-xxx).
  

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12. How can I print from my laptop?

• You must be connected to the Internet through a UW Stout Internet connection.
• Go to the library homepage. At the bottom of the page, click “Add a Printer”. Go through the prompts; if an information bar appears at the top of your browser, click to allow the script(s) to run.
• Ask an ALD student if there are any problems and/or questions.

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13. How do I print from Learn@UW-Stout?

• Save the file to the computer, then try to print the document.
• Report any problems to an ALD student or Reference Librarian.
  

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14. How do I reboot the print manager stations?

• Ask an ALD student for assistance.
  

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15. How do I print part of a Web page?

• Highlight the section needed.
• Click on File > Print.
• In Print Range, click on Selection.
• Click OK.

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16. Printer displays the message "Manual Feed" or "MF Load Letter".

The printer settings may have been changed on one of the PCs; a document with manual feed settings is being printed. This setting is typically used for special paper.

• To print the document, press "Go" on the printer.
• Note that if there have been a number of print jobs sent to the printer after this error occurred, they will also print at this time.

If the document is not set to manual feed:

• Report the problem to an ALD student or Reference Librarian.
  

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17. How can I check to see if the Blackboard card reader is working?

• When the unit is online, the BLACKBOARD reader displays:

"Please insert card and leave in place" - This is the normal display

• After inserting card:

"Copies" - This is the normal display. Will be set at "0" until printing starts. Then shows the dollar amount being removed from the card.

• When card has been removed:

"Balance" - This is the normal display. Reader is online and working properly.

"Transaction accepted" - Reader is working but it is not connected to the server. The reader has debited the card and has stored the transaction. The customer's account will be debited when the reader is reconnected to the server.

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18. The printer manager station is locked up or has an error message

• Ask an ALD student for assistance.

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E-Mail Questions

1. How can I get help with e-mail problems?

See e-mail FAQ

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2. Can I check my e-mail from library computers?

• Yes. The easiest way to check e-mail is to connect to http://webmail.uwstout.edu and follow the login prompts.
• Reading mail through the Web is the preferred method; please note that the mail stays on the server and that the disk space is limited.
• Find out more about campus e-mail at the e-mail FAQ.
• Report any problems to an ALD student or Reference Librarian.

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3. Can I print from my WebMail?

• Yes. E-mail can be printed from any library workstation.

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4. Can I use Web library resources from my home, business or another campus?

Most library resources are available from the above locations without any restrictions.

The library does lease a number of information resources that restrict use to members of the UW-Stout Community. Most of these are available from off campus, but they do require logging in with your UW-Stout e-mail username and password. Our remote access page has additional information on this topic.

If assistance with library resource is needed, contact the Library's Reference desk at reference@uwstout.edu or 715-232-1353.

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5. Can I e-mail full text documents and Web documents from library computers?

• Yes. Some library programs such as FirstSearch or ProQuest have built in e-mail so no setup is required. Just enter your e-mail address and the document will be sent.
• Alternatively, attach the document to an e-mail.
• Report any problems to an ALD student or Reference Librarian.
  

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DriveShield Questions

1. Why is the library using DriveShield?

• The library is able to open the public computers, so customers can load software, use the CD-ROM drives, etc.
• When the computer is restarted, all of the changes made are erased and the computer returns to its original state.

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2. The computer restarted and I can’t find any of my files that were saved on the computer.

• When the buffer is full, DriveShield will automatically re-start the computer. 
• All information that has been saved on the computer will be erased and can not be recovered. 
• To prevent this from happening, save to a flash drive or to your Blue Drive space often.

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3. When I attempt to log on, I receive the message: "The system cannot log you on to this domain ... the password for that account is incorrect."

• Make sure all cables are securely plugged in.
• Restart the computer and wait at least one minute.
• Report the problem to an ALD student or Reference Librarian.
  

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4. When I attempt to log the computer on the username is "administrator".

• Use your Stout username and password to log in.
• Report the problem to an ALD student or Reference Librarian.

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5. Can I save data to the hard drive?

• Data can be temporarily saved to the hard drive.
• Note that if the computer is logged off or restarted the data will be lost.

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6. A red icon appears in the lower right area of the task bar.

• This indicates that DriveShield is not active.
• Report problem to an ALD student or Reference Librarian.

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Network and Server Problems

1. None of the public PCs can connect to the WWW.

• Chances are that there is a break in the Internet connection or a problem with a piece of equipment on campus.
• Report the problem to an ALD student or Reference Librarian.

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2. Some of the WWW stations are able to connect and others are not.

• It is possible that one or more servers have gone down. Those stations connected to the WWW before the servers went down are working from data stored in cache.
• Report the problem to an ALD student or Reference Librarian.

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3. How do I get to my BlueDrive space?

• On the Library home page, click on BlueDrive.
• When you logon to a public computer in the library using your e-mail username and password you are automatically connected to your student server disk space. Click on My Computer and you will see your disk space listed.

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4. How do I map a network drive?

• Follow the directions for a PC or a Mac provided by Ask5000.

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Laptop Issues

1. What is the Laptop Learning Initiative?

• See http://www.uwstout.edu/laptop/

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2. Does the library have Ethernet connections for laptop use?

• Yes. See Public Network Connections for current information.
• On each floor there are open stations designated for laptop use. There is an ethernet cable and powerstrip available for your use.

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3. How do I add public printers to PCs, laptops, and public computers?

• Refer to instructions on page 17 of the Computing@UW-Stout HP manual (2006 edition)
• OR, go to the Add a Printer using Internet Explorer if instructions aren't necessary.

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4. How do I add public printers to Apple laptops?

• Refer to instructions in the Computing@UW-Stout Apple manual provided to you when you received your laptop
• Or ask an ALD student to assist you.

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5. Why is the library using GoBack on the laptops?

• The library is able to open the public computers, so customers can load software, use the CD-ROM and other drives, etc.
• Save any data to a  floppy or flash drive before running Auto-Revert
• Keep in mind that the size of the Auto-Revert buffer is limited on the laptops so very large programs may not load. If the program being loaded is over 1.5mb, run Auto-Revert first to insure there is access to all available buffer space.
• By running the Auto-Revert feature on GoBack the computer is returned to the state it was in before leaving the library.
• If loading software results in problems, run Auto-Revert.
• If a virus is encountered, run Auto-Revert to remove it.
• If data is saved to the laptop, running Auto-Revert will remove it

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6. What does the message, "Warning the GoBack Auto-Revert buffer is now xx% full" mean on the laptops?

• "Warning the GoBack Auto-Revert buffer is now xx% full" indicates that action must be taken.
• Once the buffer reaches 100%, the computer will automatically run Auto-Revert and remove any programs or data that have been loaded on the laptop.
• At this point any programs or data that have been loaded onto the laptop would be lost.
• To ensure that data isn't lost, save the data to a disc or flash drive and then run Auto-Revert as noted below.

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7. How do I run Auto-Revert on the laptops?

• NOTE: Running Auto-Revert will remove any programs or data that have been loaded onto the laptop.
  1. Click on Start > Programs > GoBack.
  2. Click on Options.
  3. Click on the Auto-Revert tab.
  4. Click on Auto-Revert Now.
  5. Click on OK.
  6. Windows will shutdown and restart.
  7. At this point any programs or data that have been loaded on the computer since it left the library will be removed.

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8. How do I register my laptop?

• Laptops can be registered online: NetReg . For problems, go to the ASK5000 Desk in Millennium Hall.
  

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Stout Library Catalog Problems

1. When connecting to the UW-Stout Library Catalog, I receive the message, "The page cannot be displayed."

• Try refreshing the page.
• See if other workstations are having the same problem.
• Report the problem to an ALD student or Reference Librarian.

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2. When connecting to the UW-Stout library catalog I receive the following message, "The UW-Stout Library Catalog is not available. Please contact the Library..."

• Try another PC.
• Report the problem to an ALD student or Reference Librarian.

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3. What do I do after a library power outage?

• Wait a few minutes after power is restored and restart the computer. (After a power outage, the server(s) and network take a few minutes to connect or reconfigure themselves.)
• Log back onto the computer as usual.
• Report the problem to an ALD student or Reference Librarian.

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