Questions & Answers (FAQ)

The frequently asked questions section is a compilation of responses regarding common issues that our staff has responded to. Questions are catagorized below, and the answers may be viewed by clicking the question. If you would like to submit a question to the helpdesk, or if there is a particular question that you think should appear in our FAQs, please let us know. We will respond to your question in a timely manner and may add it to our page.

Are you a visual learner? Are you looking for step-by-step instructions for a computer related task? This page contains links to Shockwave video tutorials for many common tasks. Click the Shockwave icons below to launch a video tutorial for the related topic.

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Computer Questions

Question: Why does my computer start and run slow?

Answer: Although many things can cause sluggishness, the most common problems are an insufficient amount of system memory and/or an excessive number of programs that are launched during startup. Programs such as chat programs and various Internet tools will typically install with a default option of loading when the computer is started. Most of these provide an icon in the “System Tray” area of the task bar. (Right side) We recommend that you alter the settings of these applications so that they don’t load automatically. You can still launch the program like any other when you want to use it.

To compare existing physical memory with your usage, you can right click My Computer or Computer and select Properties. The available system memory will be listed in the Window. To determine usage, right click the Task Bar and select Task Manager. Click the Performance tab, and note the PF Usage amount. If you think your system could have an insufficient amount of memory, the Helpdesk staff will be happy to check it for you, determine the correct type and amount to purchase, and even help shop for best prices for reliable products.

In addition to startup programs, spyware and or viruses are very common causes of poor system performance. To learn more about how to remove spyware, please refer to the Spyware & Adware section of our Computing Security page. It is also recommended that you periodically run a virus scan on your system.

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Question: I receive an error when trying to use a program CD.

Answer: One of the most common causes of improper program installations is caused by anti-virus software that is running during the installation. To disable the anti-virus software, find the icon in the system tray (right side of task bar) for the active virus protection. On WVWC laptops, this icon is for Symantec AntiVirus Auto Protect. Right-clicking the icon will produce a popup menu. Select the “Disable Auto-Protect” option from the menu. Close any other applications and try to reinstall your program. If your program runs from the CD, you should disable the auto-protect feature while running the application.

**IMPORTANT** Please remember to enable the anti-virus software when you are done so that your system is protected.

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Email Questions

Question: How do I configure my email client for my WVWC mail account?

Answer: Email configuration details can be found on our Getting Started page.

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Question: Why can't I send email from off-campus?

Answer: The most common problem with sending mail from off-campus is due to security restrictions that may be in place from your Internet Service Provider. Most notably in the Buckhannon area, Suddenlink has such restrictions in place. If you have configured your email properly as listed in the E-mail Configuration section or our Getting Started page, you may need to add Virtual Private Network (VPN) connectivity to resolve this problem. You can find the software and an installation instruction sheet on this page under "Can I access the WVWC network from off-campus?"

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Question: My mail keeps prompting for a password and will not download.

Answer: Chances are your password is expired and/or your account is locked out. If you are off-campus, we can set your password for you, but you need to phone in the request during our office hours. (Please reference the phone number and current hours of operation from our home page.) If you are on campus and can not log on, you need to bring your WVWC ID to the Helpdesk and ask to have your password reset.

Note: You can now reset your password from off-campus using the "Change My Password" link which is located in the Helpdesk Quicklinks section of all Helpdesk site pages (including this one)!

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Question: Error: The mail server has unexpectedly lost connection...

Answer: We have identified a problem with corrupt spam mail messages. Please contact the Helpdesk to have the corrupt message cleared from your account. This operation can only be completed by a WVWC Computing Services staff member. Student employees do not have the necessary access to correct the problem. If you are unconcerned with the email that may be stored on the server, please request to have your inbox cleared.

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Question: I can not open attachments in Outlook Express.

Answer: By default, Outlook Express errs on the side of security and does not allow file attachments. To allow file attachments, select Tools→Options from the menu bar. Click the Security tab at the top of the window. Uncheck the option box that states" Do not allow attachments to be saved or opened that could potentially be a virus." Click the OK button to save your changes.

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Question: How large of a file can I send as an email attachment?

Answer: We allow the transfer of files up to 4MB as email attachments, although this is not a recommended means for transferring files on the WVWC network. When possible, you should use a share folder to share documents with other users on the WVWC campus. For additional information about how to share files, refer to, How can I share files with other WVWC network users? Other alternatives include chat programs such as AIM, Yahoo Messenger, or Windows Messenger that include file transfer (FTP) as part of their application.

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Question: Why does my email download the same messages over and over?

Answer: This symptom is generally caused by a corrupt message or attachment within your mailbox on the mail server. Please contact the Helpdesk to have the problem resolved.

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Question: How can I block junk email or specific users from sending me messages?

Answer: WVWC utilizes an anti-spam filter to remove a remarkable amount of unsolicited bulk email, yet some will still go through to your account. The best option is to familiarize yourself with the Junk Mail filtering capabilities of Outlook 2003 and Outlook 2007. This program feature requires little effort to identify and separate most spam mail from your inbox. Just like the Deleted Items folder, you must periodically empty the folder. You can do so by right-clicking the Junk Mail icon, and selecting "Empty Junk E-mail Folder" from the menu.

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Question: How do I import my messages and addresses from Outlook Express into Outlook?

Answer: From Outlook's menu bar select File → Import and Export... The action to choose is "Import Internet Mail and Addresses." Click the Next button. Select Outlook Express as the mail application and click the Next button. Elect to "Replace duplicates with items imported" and click the Finish button. Outlook will provide a summary report when it is finished.

Show Me How... to import mail and addresses from Outlook Express to Outlook.

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Question: How do I create or change my signature in Outlook?

Answer: The easiest way to access the signatures location in Outlook is to click the New mail message button, then from the tool bar the new mail message, click the down arrow on the Options button and select Email Signature... You can create a new signiture, apply a different signature, or edit an existing signature from this location. You can also apply different signatures to different accounts if you have multiple email accounts configured. Please reference the Shockwave video below for detailed information.

Show Me How... to create and change my signature in Outlook.

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Networking Questions

Question: Can I access the WVWC network from off-campus?

Answer: WVWC does provide a VPN (Virtual Private Network) solution for off-campus connections. You must contact the Helpdesk to have this software installed on your computer.

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Question: How can I share files with other WVWC network users?

Answer: Sharing folders on the WVWC network requires some understanding of sharing and security permissions of Windows XP Professional and the NTFS file system. The instructions that follow will illustrate an example of sharing a folder with various user and group permissions. We assume that you are running Windows XP Professional and are logged on to the WVWC network domain. Select the File Sharing Instruction Document for a detailed description of file sharing.

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Question: Is there an easy way to manage shared folders on my computer?

Answer: Yes, Windows XP provides a Computer Management Console that is easy to access. To open the console, right-click on the My Computer icon and select Manage from the popup menu. In the console pictured below, open the Shared Folders icon from the left pane. You can view all shared resources in a single location, view current connections and open files, and select the folder and edit its sharing and security properties.

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Maintenance and Care Questions

Question: How can I remove temporary Windows files? (Running Disk Cleanup)

Answer: Disk Cleanup is a system utility that is included as part of Windows XP. Disk cleanup will help you remove Windows temporary files, temporary Internet files, and other non-essential files from your system. To launch the utility, go to Start → All Programs → Accessories → System Tools → Disk Cleanup. Follow the on-screen instructions.

**IMPORTANT** If it is an option, do not select to uninstall Microsoft Office Setup Files.

Show Me How... to run the Windows disk cleanup utility

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Question: How do I create a network backup of my data?

Answer: Staff backup folders are on the server named "Pluto" on the WVWC network. Faculty and student backup folders are on the server named "Vulcan". You should navigate to the correct folder, for example \\Vulcan\students\doe_j, to copy your data. Please note that student folders are limited to 100MB.

On your computer, navigate to the directory c:\Documents and Settings\username (where username is your WVWC username). Critical data generally resides in the Desktop, My Documents, and Favorites folders. In addition, if you want to backup your email and address book, you should back up the Application Data and Local Settings folders. (You may be required to enable the "view hidden files and folders" option to see these two folders. You can do this from Start → Control Panel → Folder Options, click the View tab, check the appropriate box under Advanced Settings, and click OK to save the changes.) It is always best to run disk cleanup to delete your temporary Internet files prior to running a backup. For details on using Microsoft Backup for a network backup, please view the video below.

Show Me How... to create a network backup

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Question: How do I clear the recent documents list from the start menu?

Answer: To clear the recent documents list, right-click the Start button and select Properties from the popup menu. Click the Customize button. Click the Advanced file tab. Click the Clear List button under Recent Documents. Click OK to save the changes. If you do not want Windows to track your recent documents, uncheck the box for "List my most recently opened documents" and click OK to save your changes.

Show Me How... to clear the recent documents list

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Question: How can I help prevent hard disk drive failure? (Power Option Settings)

Answer: Dell technical support has recommended that you should check your power options settings to ensure that the hard drive powers off when not in use. To do this, click Start → Control Panel. Click the Power Options icon. (If it is not visable, click the "Switch to Classic View" link in the top of the left frame of the window.) Make sure that you set a time limit for inactivity on the row that corresponds to "Turn off hard disks". Click the OK button to save your settings.

Show Me How... to set Windows power options to help protect my hard drive.

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Question: How can I provide the Helpdesk a remote connection to work on my computer?

Answer: Open a web browser and go to http://www.wvwc.edu/remoteassist. Follow the instructions on the screen.
Note: This should not be done if a computing services staff member has not instructed you to do so. The staff member will have to be expecting your request for remote service.

Show Me How... to provide the Helpdesk a remote connection for service.

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