ITSS

Troubleshooting

This section will assist you with any IT issues that you may be experiencing. We have divided it up into four categories: Computer and Network, Phone and Voicemail, Computer Labs & Classrooms, and Email.

If you are unable to solve your problem with the information on this page, please contact the Help Desk.

Computer and Network

  1. Why can't I log into my computer account?
  2. I lost my Self-Service Banner information or can't log into Self-Service Banner.
  3. I have a virus on my computer!
  4. When I try to connect my computer to the network, I see "Registration Error: Bad Username or Password."
  5. I can't connect to wireless Internet on campus.
  6. SMUport's main page is loading very slowly.

Phone and Voicemail

  1. My telephone needs to be repaired.
  2. I forgot my mailbox number or password.
  3. When I try to call long distance, I keep getting a busy signal.
  4. There is an error/omission in the online telephone directory.
  5. When I use speakerphone, the other person can't hear me.
  6. There is a questionable charge on the Department Long Distance Reports. What should I do?
  7. I accidentally deleted a message on my voicemail!
  8. Why can't I receive collect calls?

Computer Labs & Classrooms

  1. Why won't my lab computer print?
  2. I can't log into a lab computer!
  3. I lost something in the computer lab! What should I do?

Email

  1. I can't log into my email.
  2. My email client isn't receiving email anymore!
  3. I see an error message when I look at my e-mail in the SMUport main window.

 

Computer and Network

1. Why can't I log into my computer account?

You may experience problems logging into computer account services such as SMUport, network drives, lab computers, etc.

Ensure that CAPS LOCK is not turned on. Passwords are case sensitive.

Use Activate if you don't know your username/password, your password has expired, or if your account has been locked out. This section has information on how to use Activate on a lab computer.

Note: You will need your Self-Service Banner information (A# and PIN) in order to use Activate. If you are missing this information, click here.
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2. I lost my Self-Service Banner information or can't log into Self-Service Banner. What should I do?

Students should go to the Help Desk (Loyola 268) or the Registrar (McNally Main 134).

Faculty and staff that need to find their A# should go to Human Resources (McNally South 103). Go to the Help Desk (Loyola 268) if you have your A# and need your Self-Service PIN.

In order to gain access to your account, you will be required to present photo identification.
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3. I have a virus on my computer! What should I do?

Saint Mary's offers a free virus scanner. Click here to learn how to install and run it.

If the problem persists, contact the Help Desk.
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4. When I try to connect my computer to the network, I see "Registration Error: Bad Username or Password."

This means that the network is not accepting your login information. Click here for information about why you may be experiencing difficulties accessing your computer account.
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5. I can't connect to wireless Internet on campus.

First, be certain that you have completed the steps in the Wireless Access Brochure for your operating system ( Windows XP / Windows Vista / Windows 7 / Macintosh ) and the Internet Access Brochure. Please make sure that your wireless settings are configured exactly as shown in the brochure.

Confirm that the area that you are in is supposed to have coverage. With some buildings, which have coverage only in certain areas, you may need to move around until you can access the signal. However, some buildings, such as Loyola Academic, McNally East, the Student Centre and the Library, have full coverage. Please alert the Help Desk if you find any dead spots in these areas.

If you experience further difficulties, please contact the Help Desk.
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6. SMUport's main page is loading very slowly.

This is usually caused by the email client, especially if there is a lot of mail in your inbox. You can allieviate this by moving mail from your inbox to another folder, to reduce the size of the inbox.
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Phone and Voicemail

1. My telephone doesn't work properly.

Please report telephone problems to the Help Desk.
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2. I forgot my mailbox number or password.

Your mailbox number is the four-digit extension that people call to reach you. If you have forgotten your password, contact the Help Desk to get your password reset.
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3. When I try to call long distance, I keep getting a busy signal.

If you dial 9 and 1 and get a busy signal, your telephone has been restricted from placing calls to which long distance charges apply.
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4. There is an error/omission in the online telephone directory.

Please direct any questions or concerns about the directory to smuphone@smu.ca.
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5. When I use speakerphone, the other person can't hear me.

The speakerphone is one-way only for M2009 and 2008 phones; the other person will not be able to hear you unless you pick up the handset. If you are experiencing this problem with a 2616 phone, please contact the Help Desk.
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6. There is a questionable charge on the Department Long Distance Reports. What should I do?

If you encounter a false or questionable charge on your detail reports, please forward a copy to the ITSS Project Assistant immediately for investigation.
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7. I accidentally deleted a message on my voicemail!

If you have not yet logged off the system, you can hit "76" to restore your deleted message. However, if you delete a message without restoring it, and log off your voicemail, the message will be deleted permanently.
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8. Why can't I receive collect calls?

Saint Mary's does not receive collect calls. Please advise your friends and family.
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Computer Labs & Classrooms

1. Why won't my lab computer print?

Here are some steps that you can take if you are experiencing printing issues:

  1. Make sure that you are printing to the correct printer. In computer labs that have draft and laser printing, the draft printer is usually the default setting. Click here to find out how to select a printer.

  2. If you are laser printing, check to see if you have enough print credits. Click here to find out how to do this.

  3. Check your J: drive to see if you are over your size quota.
    Every J drive is given 50mb of space, and there can be problems if this size is exceeded. Double click J:, select all the files, right click on the files, and go to Properties. This will give you the size of your files and the size on disk.

If you experience further printer problems, contact the Lab Assistant in your area for help.

Do not attempt to repair a printer on your own.
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2. I can't log into a lab computer!

Check to make sure that CAPS LOCK is not turned on, as passwords are case sensitive. Otherwise, follow these steps:

  1. On the first screen press CTRL+ALT+DEL.
  2. Enter the username activate.
  3. Leave the password blank.
  4. Ensure that the Domain is showing SMUNET.
  5. Press Enter.
  6. A window will open and take you to the Activate login screen.

Note: You will need your Self-Service Banner information (A# and PIN) in order to use Activate. If you are missing this information, click here.
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I lost something in the computer lab! What should I do?

Always be sure to write your username on all portable media (eg. diskettes, CDs). Lost items are held at the Security Desk, MM016 (5577).
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Email

1. I can't log into my email.

If you are clicking on the Email icon in SMUport, and are receiving an error message, hold down the CTRL key while you click the email icon. This will present a password popup box. Enter your s# password in this box, and click OK. You should be able to access your email and will not have to follow this procedure again until you change your password.

If you continue to encounter problems, click here for information on why you may be experiencing difficulties accessing your computer account.
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2. My email client isn't receiving email anymore!

If you are experiencing problems sending or receiving email, please ensure that the account information in your email client is accurate. Contact the Help Desk if you experience further difficulties.
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3. I see an error message when I look at my e-mail in the SMUport main window.

When you log into SMUport for the first time, you will receive an error showing up in the email channel. To remove the error and begin accessing your email through SMUport, click on the Email icon located in the upper-right corner of SMUport. You will be prompted to enter your email password. This password is the same password as your SMUport password.

Pop-Up Windows Note:
SMUport uses "pop-up" windows, so if you have pop-ups disabled in your browser or via a third party pop-up blocker, this will interfere with your use of SMUport. Disable the block or customize it to not block pop-ups for smuport.smu.ca.
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This page last modified Monday, 25-Jul-2011 15:14:34 ADT