Top Topic Questions and Answers

• [+/-] Email Problems

  • New to Oxford? [+/-]
    If you are new to Oxford University, please see Registering for New Accounts.
    If this has answered your problem clickYes
  • How do I set up my email software to access Nexus? [+/-]
    Take a look at our Nexus email client configuration pages at http://www.oucs.ox.ac.uk/nexus/email/clients.xml.
    If this has answered your problem clickYes
  • How do I access Nexus online? [+/-]
    Go to https://nexus.ox.ac.uk/owa and log in to the Outlook Web Access interface using your Single Sign-On username and password.
    If this has answered your problem clickYes
  • My email account's activation code is lost or has expired. [+/-]
    
    • Lost activation codes can be replaced by your local IT staff. Alternatively, the OUCS Help Centre can give you a replacement either in person, or by internal University post to your college/department.
    • Expired activation codes can be temporarily unexpired via your local IT staff or via a request to the OUCS Help Centre.
    
    If you can't come to the Help Centre in person, contact us by phone (01865-273200) or use the help request form
    If this has answered your problem clickYes
  • I've forgotten my password or it has expired. [+/-]
    
    • Forgotten and Expired passwords can be reset using Webauth, provided you have previously set up a Webauth security question
    • If you have not set up a security question, or have forgotten the answer, you will need to obtain a Rescue Code. This can be obtained from your local IT staff. Alternatively, contact the OUCS Help Centre - we can issue Rescue Codes to you in person, or by internal University post to your college/department.
    
    If you can't come to the Help Centre in person, contact us by phone (01865-273200) or use the help request form
    If this has answered your problem clickYes
  • I can read my email OK but get "SMTP" error messages when I try and send emails. [+/-]
    Your outgoing mail is handled by the SMTP server you have specified in your email software's account details.

    • If you are on-campus, or using the OUCS VPN service, you should set this to be smtp.ox.ac.uk. You can also use this server from off-campus so long as you have secure (SSL/TLS) connections enabled - see our Nexus email configuration pages for details.

    • Otherwise, you should use the SMTP server operated by your Internet Service Provider. If you don't have its details, an online list is available of SMTP servers for many ISPs in the UK, USA and Canada.

    
    If you get errors such as The server does not support a SSL connection, the most common reasons are:
    • You have secure connections enabled for a mail server that doesn't support them, in which case you need to turn off these settings in your email software.
    • You are using anti-virus software such as AVG or Norton Anti-virus whose mail-scanning options don't support secure connections, in which case you may need to turn off the scanning of outgoing mail in the anti-virus software.
    
    If this has answered your problem click Yes
  • Why do I get messages replying to emails I never sent? [+/-]
    This usually results from a virus infection, most often on someone else's machine. The virus trawls the infected machine for email addresses which are then used to send out infected messages to random recipients which appear to come from randomly chosen senders. The apparent sender (e.g. you) may then get replies from the targeted recipients, or failure messages if the emails could not be delivered for some reason. There is little you can do about this other than always keeping your own machine up-to-date with anti-virus software and system updates.
    If this has answered your problem click Yes
  • I accidentally deleted some messages on Nexus - can I get them back? [+/-]
    Possibly. Deleted Nexus items go to your Deleted Items folder. If you deleted it from there as well (and some people's email programs are set to 'Empty Deleted Items on exit'), you now have a second chance with Oxford Nexus. Items are kept in the 'Recover Deleted Items' store for a further seven days if you are using Outlook or Outlook Web Access Premium (with Internet Explorer).
    If this has answered your problem click Yes
  • Why can't I open some attachments in Outlook Express and Microsoft Outlook? [+/-]
    
    • Outlook Express (version 6.0 onwards) has a security setting which prevents potentially dangerous attachments being opened. To change this setting, go to the [Tools/Options/Security] dialogue and untick the box labelled Do not allow attachments to be saved...
    • Microsoft Outlook (version 2000 SP3 onwards) rigidly prevents the opening of certain types of potentially dangerous "Level 1" attachments, whereas less dangerous "Level 2" attachments can be saved to disk. Third-party software such as the free OutlookAttachments utility can be used to override these restrictions.
    
    If this has answered your problem click Yes
  • Messages sent to me don't arrive. [+/-]
    If the sender gets an error response, this may indicate the nature of the problem, for example:
    • SMTP error 550 - Recipient address does not exist. means they are using an incorrect email address - carefully check both parts of the email address either side of the '@' sign.. If this problem is following a direct reply to a message you sent, your own email client could be misconfigured.
    • VIRUS ALERT - the message contained a virus and was intercepted by the University's email scanning system.
    • Child process of local_delivery_mbx transport returned 75 usually means that your account does not have sufficient free space for the message to be delivered. You need to free up some space by deleting and purging unwanted messages.
    • SMTP error 550-Invalid HELO... may mean that the sender may be using a misconfigured email service - for more information see the web page at http://www.oucs.ox.ac.uk/email/external/sending.xml
    If the sender receives no error response, it could be that:
    • The message was actually delivered but was intercepted by the junk-mail filtering system - your junk-mail filter settings may be too low. To see how to check your settings, go to the mail filtering page at (http://www.oucs.ox.ac.uk/email/filter/).
    • The message contained an extremely prevalent virus and was intercepted by the University's email scanning system. In such cases, no response may be sent to the sender.
    • Your mailbox may have been over quota when the message arrived. The mail system will periodically retry to deliver the message, so clear out some old messages and wait (up to 24 hours) for the message to be delivered on the next attempt. This process will be repeated for several days before finally reporting the failed delivery to the sender.
    
    If this has answered your problem click Yes
  • How can I reduce the amount of junk mail I get? [+/-]
    Use the Nexus account settings page https://register.oucs.ox.ac.uk/self/nexus to set your spam filter level - choose between Off, Low, Medium or High. Messages which are tagged as spam are put in the 'Spam' folder, and are automatically deleted after 90 days.
  • Emails to a particular person produce Not yet delivered error messages. [+/-]
    This means that the recipient's site or account is not currently accepting messages but that periodic delivery retries will be made, usually with decreasing frequency. A common cause for this situation is that the recipient has reached their storage quota limit. Eventually, delivery will be abandoned and you will then receive a failure message.
    If this has answered your problem click Yes
  • How do I send large files to colleagues? [+/-]
    The message size limit for Nexus users is 100MB. If you need to send files of greater size please see the Sending Large Files web page for more information.
    If this has answered your problem click Yes
  • What should I do if I receive a message or a link to a web page asking me to reveal my username and password? [+/-]
    Be extremely wary of a message that ask you to reveal your username and password or a message that links to a web page asking you to reveal your username and password. Be wary even if the email appears genuine. This is usually a phishing attack that has been set up by a scammer. They may attempt to replicate the look and feel of legitimate and familiar University or College login pages. More details about what to do are given in the web pages about phishing.
    If this has answered your problem click Yes
  • Other email problems... [+/-]
    Many other common email problems are covered in our email FAQ web page. Information about Nexus email is also available on the Nexus pages
    If this has answered your problem click Yes
  If none of these email questions/answers helped you please click No

• [+/-] Viruses

  • I think I've got a virus - what should I do? [+/-]
    
    • If you don't have up-to-date anti-virus software installed, disconnect your machine from the network and install some current anti-virus software e.g. download the Sophos package onto a USB stick. If you have difficulty obtaining or installing Sophos, some anti malware programs such as Malwarebytes can be run via a memory stick to perform a quick scan/removal of the most common malware.
    • If you received an onscreen message saying a virus was detected, make a note of the exact message text. Then check for guidance about removing that particular virus on your antivirus software supplier's web site, e.g. Sophos, Norton Antivirus, McAfee etc.
    • If you have the Sophos anti-virus software, the message may just be a warning that a virus was blocked from attacking your system - in this case, run the Sophos SAV program and check that it is configured to disinfect/remove viruses rather than just inform you (more information about configuring Sophos).
    For further information see the OUCS anti-virus web pages at http://www.oucs.ox.ac.uk/viruses/.
    If this has answered your problem click Yes
  • Where do I get anti-virus software from? [+/-]
    University members can download the Sophos anti-virus package from the OUCS software download page.
    If this has answered your problem click Yes
  • I get "stuck" on the OUCS software download page. [+/-]
    This may be caused by a security firewall on your computer interfering with your web browser's FTP download operation. In the case of Internet Explorer on Windows XP systems with Service Pack 2 installed, go to Internet Explorer's [Tools/Options] menu and click on the [Advanced] tab. Towards the end of the [Browsing] section of settings, make sure the [Use Passive FTP] box is ticked and that the [Enable folder view for FTP sites] box is UNticked.
    If this has answered your problem click Yes
  • I get an error when I try and install Sophos. [+/-]
    

    Error Message	Solution
    "Another installation is already in progress..."	If restarting the machine doesn't help, then try using Microsoft's Installer Cleanup utility
    "You do not have sufficient privileges to run the Sophos..."	Carry out the following steps: Click on the Start button, then select Control Panel. Double-click on Administrative Tools. If you don't see the Administrative Tools icon, click on Switch to Classic View at the left of the window to see all Control Panel options. Double-click on the Services icon Scroll down and find Sophos Anti-Virus service and double-click on it Click the Log On tab Select the Local System account Click Apply and then click OK Restart the computer

    
    If this has answered your problem click Yes
  • How do I update the Sophos anti-virus software? [+/-]
    
    • Recent versions of Sophos update automatically via the internet. A failed update attempt is indicated by a red cross on the Sophos icon on the task bar. The usual reason for a failed update is the absence of a network connection when the update was requested - this sometimes happens on machines that are slow in initiating their network link at start-up or which have not been connected to the network for a while. In this situation, right-click on the Sophos shield and choose [Update Now].
    
    If this has answered your problem click Yes
  • I got emailed by someone saying I sent them a message with a virus in it - what should I do? [+/-]
    This is usually caused by a virus infection, most often on someone else's machine. The virus trawls the infected machine for email addresses which are then used to send out infected messages to random recipients and which appear to come from randomly chosen senders. The apparent sender (e.g. you) may then get replies from the targeted recipients, or failure messages if the emails could not be delivered for some reason. There is little you can do about this other than always keeping your own machine with up-to-date with anti-virus software and system updates.
    If this has answered your problem click Yes
  • How do I get rid of adware and spyware? [+/-]
    For information on adware, spyware, malware etc. and how to remove them see the OUCS web page at http://www.oucs.ox.ac.uk/viruses/otherinfo/adware.xml
    If this has answered your problem click Yes
  If none of these virus questions/answers helped you please click No

• [+/-] Connecting to the Network and Network Resources

  • How do I access the university network from on-campus? [+/-]
    
    • Recent computer systems (e.g. running Windows XP / Mac OS/X or later) with an ethernet network adapter fitted are usually ready to be plugged in (via an appropriate cable) to an ethernet wall socket.
    • Many colleges/departments now require users to register their machine's ethernet hardware "MAC" address before using the network. To find out this information see, for example, http://www.wikihow.com/Find-the-MAC-Address-of-Your-Computer. Contact your department/college IT officer for local instructions.
    • Central university libraries require that machines are first screened at one of their scanning stations - see http://www.bodley.ox.ac.uk/mobile.htm - you need to ensure that any "firewall" software on your system is temporarily disabled when doing this.
    • When connecting to the network, any security weaknesses in your machine will immediately be exposed to hostile attention from outside. It is vital that you have up-to-date anti-virus software installed and also any applicable operating system updates, e.g. via the [Windows Update] Start menu option in Windows.
    
    If this has answered your problem click Yes
  • My on-campus network connection doesn't work. [+/-]
    This could be caused by a variety of factors. Some things to check:
    • Do other people near you have similar problems? If so, it may be a problem on the network so contact your local IT staff for advice or, if possible, consult the OUCS Status Page
    • Does the problem apply to all applications (email, web access etc)? If all activities are affected, it's likely to be a general communications problem rather than a specific one relating to say email or a password.
    • Has the connection ever worked? If not, see the previous question on accessing the university network.
    • Has the connection suddenly stopped working? If so, check all your cables and connectors and restart your machine.
    • One occasional cause of disconnection is that your machine has been detected as having a virus and has been blocked from using the network - contact your local IT staff for advice on this.
    
    If this has answered your problem click Yes
  • I get error messages about "cookies" on certain web pages. [+/-]
    
    • Check your web browser's cookie settings.
    • Check that your system's time and date are set correctly.
    
    If this has answered your problem click Yes
  • How do I access online journals, past exam papers etc. from off-campus? [+/-]
    
    • Most online journals and electronic library resources can be accessed from any internet connection via SOLO. If you are working outside the Oxford University network, you should use OxLIP+ which will require your Oxford University Single Sign-On account for access. Please see http://www.ouls.ox.ac.uk/eresources/remote_access for exact details. A very small and decreasing number of titles may still require that you use the VPN service. The library service can advise on what titles this relates to.
    • To access OXAM (past exam papers) and WebLearn from outside the campus network you only need your Oxford University Single Sign-On account details.
    
    If this has answered your problem click Yes
  • I can't get VPN to work. [+/-]
    See our Frequently Asked Questions about VPN at http://www.oucs.ox.ac.uk/network/vpn/faq/.
    If this has answered your problem click Yes
  • I get "stuck" on the OUCS software download page. [+/-]
    This may be caused by a security firewall on your computer interfering with your web browser's FTP download operation. In the case of Internet Explorer on Windows XP systems with Service Pack 2 installed, go to Internet Explorer's [Tools/Options] menu and click on the [Advanced] tab. Towards the end of the [Browsing] section of settings, make sure the [Use Passive FTP] box is ticked and that the [Enable folder view for FTP sites] box is UNticked.
    If this has answered your problem click Yes
  • How do I share my broadband connection between several people? [+/-]
    See our web page at http://www.oucs.ox.ac.uk/network/broadband/index.xml?ID=body.1_div.2.
    If this has answered your problem click Yes
  If none of these network questions/answers helped you please click No

• [+/-] Password Changing and Forgotten/Expired Passwords

  • Why do I need to change password periodically? [+/-]
    OUCS requires that you change your Oxford password (used for email/Weblearn/library resources etc.) at least once a year. You will receive an email reminder a few weeks before your password expires.
    User passwords are now one of the most common forms of attack by hackers.
    • The longer you keep using the same password, the more likely it is to become known to someone else, e.g. by network 'sniffing, by looking over your shoulder, or by 'brute-force' guesswork.
    • At least 200 password hacking attempts a month are detected on the Oxford network. Each attempt may try many thousands of different passwords from a large 'dictionary' of words, abbreviations etc.
    • A compromised account not only allows a hacker access to your own confidential information, but is a highly valuable foothold into the system from which to initiate further attacks. The most subtle hacks don't do any immediate damage but stay quietly harvesting information for months on end.
    If this has answered your problem click Yes
  • How do I change or reset my SSO/email/Weblearn password? [+/-]
    The username and password you use to access email/Weblearn is increasingly being used for other OUCS services and is now referred to as your Oxford Single Sign-on username and password. It is NOT the same as your Remote Access password (used for VPN and OWL) which you need to reset separately
    • To change your Oxford password, go to the web page at https://webauth.ox.ac.uk/password.
    • If you have forgotten your Oxford password, or it has expired, then:
      • If you have set up a secret security question and answer (and can remember the answer) go to https://webauth.ox.ac.uk/reset_password.
      • If you've never set up a security question, or can't remember the answer, you need a Rescue Code. We can give you this in person, or send it via the University post to your registered college or departmental address. If you can still access your University email account (e.g. your system has your old password stored) we can also email you a Rescue Code there.
        If you're outside Oxford, you could ask your college or department to forward or intercept your mail. Alternatively, ask one of your registered IT support staff to make an application on your behalf. We can email them a Rescue Code to pass on to you.
        The Rescue Code, which has a lifetime of seven days, is used to set a new security question via the web page at https://webauth.ox.ac.uk. You will then be able to reset your password via the same web page. If your rescue code has expired, you will need to request a new one from the Help Centre.
    
    If you can't come to the Help Centre in person, contact us by phone (01865-273200) or use the help request form
    
    If this has answered your problem click Yes
  • The Webauth web pages don't work for me [+/-]
    Webauth is the web-based authentication system used by OUCS services such as Webmail. The Webauth pages at https://webauth.ox.ac.uk allow you to change your password, security question etc.
    • If you can't get past a Webauth Verify Personal Details screen, this may be because:
      • You account does not yet exist - new account holders need to have received their account details from OUCS before they can use Webauth
      • You are pressing the <Return> key rather than mouse-clicking on Next (in some web browsers, pressing <Return> may equate to clicking on Cancel).
      • There is a problem with your web-browser - try using Webauth on a different computer.
      • You are entering invalid information e.g. you are using an outdated card, or your name or date of birth do not match the data held by OUCS - contact the OUCS Help Centre to check this.
    • If Webauth won't accept an Activation or Rescue Code:
      • It may have expired - Activation Codes have a lifetime of 30 days, and Rescue Codes 14 days. Activation codes can be extended or renewed via your local IT staff. Alternatively, you can contact the OUCS Help Centre.
    
    If you can't come to the Help Centre in person, contact us by phone (01865-273200) or use the help request form
    If this has answered your problem click Yes
  • How do I change my Remote Access (VPN/wireless) password? [+/-]
    
    • To change your Remote Access password (used with the OUCS wireless and VPN services), go to the web page at https://register.oucs.ox.ac.uk.
    
    If this has answered your problem click Yes
  • How do I change my HFS/TSM backup password? [+/-]
    
    • To change a TSM password:
      • If you are using the GUI interface choose the [Utilities/Set Password] menu option.
      • Using the command line, start the dsmc program then at the prompt enter: set password oldpassword newpassword
      • If your backup account is for a Windows machine, you will also need to reset your scheduler's password too - see http://www.oucs.ox.ac.uk/hfs/schedbkup/win-nt/612/index.xml?ID=updating

      Note that TSM passwords have a maximum length of 63 characters and are case insensitive. Valid characters are a-z, A-Z, 0-9, plus, period, hyphen, ampersand.

    • If you have forgotten a TSM password, or it has expired, go to the web page at https://register.oucs.ox.ac.uk.
  If none of these password questions/answers helped you please click No

• [+/-] Registering for New Accounts

  • Email/Nexus accounts [+/-]
    All new university card-holders are automatically issued with an account which gives them access to many services, including email (part of the Nexus service).
    • For New Students: the university card is issued as soon as the signed student contract has been returned and processed. Once the new account is ready to activate we will email the details, including the activation code, to your registered contact address. You can generally expect to have your account details within 4-5 days of receipt of your signed contract. Please check your junk email if our message does not arrive as expected.
    • For all other University Members: the account details, including an "activation code" are sent in a letter via the University internal post and should arrive within two working days of the card being issued.
    If your activation code has expired by the time you receive it, it can be unexpired by your local IT staff. Alternatively, contact the Help Centre (tel 01865-273200).
    
    If this has answered your problem click Yes
  • Remote Access accounts [+/-]
    Remote Access accounts are used to access OUCS remote access services which currently comprise:
    • The OUCS VPN service (used to access OWL wireless service and some restricted resources when on non-University connections)
    
    To register for a Remote Access account visit the web page at https://register.oucs.ox.ac.uk
    If this has answered your problem click Yes
  • Athens accounts [+/-]
    Athens is no longer supported by the University. Please use the SOLO system when on the local network and OXLIP+ when you are away from the University in order to access online journals etc.
    If this has answered your problem click Yes
  • Weblearn accounts [+/-]
    Accounts on Weblearn, the University's Virtual Learning Environment, are automatically created for all new University card-holders. To access Weblearn use your Oxford Username and password. These are the same as you use to access the email service.
    If this has answered your problem click Yes
  • HFS/TSM Backup accounts [+/-]
    The HFS (Hierarchical File Server), which uses software known as TSM (Tivoli Storage Manager), is the University's online backup and archiving service - for more information see http://www.oucs.ox.ac.uk/hfs/.
    To register a computer for backup, visit the web page at https://register.oucs.ox.ac.uk/tsm
    The HFS Service is not available to:
    • Undergraduate users
    • Off-campus machines
    • Machines with a non-fixed IP address
  • Oxford Single Sign-On accounts [+/-]
    Access to many web-based services at Oxford (e.g. Webmail, WebLearn, Self-Registration, Mailing-list administration, OUCS Course booking, OxCort etc.) is through a Single Sign-On (SSO) system. Once you login via Single Sign-on, any associated service that you are entitled to use will then allow access without you having to re-enter your username and password.
    All members of Oxford University holding a current University Card automatically have an Oxford SSO Account (Bodleian Reader cards are not valid for this purpose).Single Sign-on account is administered by OUCS and is separate from any other local college or departmental accounts you may have.
    For full details about the SSO account please see: http://www.oucs.ox.ac.uk/webauth/oxfordusername.xml
  If none of these new account questions/answers helped you please click No

• [+/-] Obtaining Software/Licence Codes

  • What software can I get from OUCS? [+/-]
    The OUCS Shop distributes a wide variety of software - for a list and prices see the Shop web pages at http://www.oucs.ox.ac.uk/shop/. Please note:
    • In many cases, licences and installation media are charged separately
    • Many "site licensed" programs are only available for purchase by colleges/deprtaments for use on institutionally owned or staff machines
    
    If this has answered your problem click Yes
  • Where can I get Microsoft Office from? [+/-]
    
    • Colleges and departments can obtain Microsoft Office and other Microsoft products via the OUCS Shop under the Campus and Select schemes. These schemes allow use only on institutionally owned or staff home machines. To purchase items under either agreement please visit the OUCS online shop.
    • OUCS cannot supply Microsoft Office etc for purchase by students. These products are available from Microsoft Authorised Education Resellers or via electronic purchase and download. For further details see http://www.oucs.ox.ac.uk/sls/msl/.
    
    If this has answered your problem click Yes
  • Where can I obtain the Sophos Antivirus software? [+/-]
    Sophos Antivrus (for Windows, Macintosh, Novell, Linux) can be obtained on CD from the OUCS Shop at a cost of one pound. You can also register for and download the software from our web pages at https://register.oucs.ox.ac.uk/software/
    If this has answered your problem click Yes
  • How do I update the Sophos anti-virus software? [+/-]
    The currently distributed versions of Sophos for Windows XP, MacOS/X, and Linux/Intel update completely automatically directly from the Sophos web-site. Some colleges and departments have set up local systems for automatically updating the Sophos installations on their members' machines.
    
    If this has answered your problem click Yes
  • Where can I get the VPN software from? [+/-]
    The VPN (Virtual Private Network) software needed to access the OUCS VPN service can downloaded from our web pages at https://register.oucs.ox.ac.uk/software/.
    Use of VPN requires the ownership of an OUCS Remote Access account. For more information on VPN see http://www.oucs.ox.ac.uk/network/vpn/.
    If this has answered your problem click Yes
  • Where do I get the new SPSS/SAS licence codes from? [+/-]
    Current licence codes for the SPSS and SAS statistical packages are available to registered users from the web page at https://register.oucs.ox.ac.uk/software/
    Registration for these packages in done through the OUCS Shop, normally at the time of initial purchase of the software.
     
    To enter the new licence codes:
    • SAS for Windows - use the [Renew SAS Software] menu option and navigate to the new SAS licence file downloaded from OUCS.
      
    • SPSS for Windows (version 12 only) - use the [Start/Run] menu to run the licrenew utility in the SPSS program folder (usually located in C:\Program Files).
      
    • SPSS for Windows (version 13 onwards) - run the [SPSS License Authorisation Wizard] (via [Start/Programs/SPSS]).
      • Network-connected users should select the option [Use Authorization via Internet to get License] and enter the authorization code obtained from the OUCS web pages (see above).
      • Users of stand-alone installations should select the option [Use Authorization via Phone] and email the displayed Lock Code to software@oucs.ox.ac.uk for us to apply on your behalf to SPSS for a licence code.
    
    If this has answered your problem click Yes
  • What is SPSS Invalid licence error #7002, Symptom 26? [+/-]
    SPSS produces this error when it finds files on your system with a creation date in the future - it thinks you have being trying to evade its licence expiry by adjusting your computer's date setting. The problem sometimes goes away when you restart your machine. If not, you need to run the SPSS License Authorization Wizard (e.g. from Start/Programs) - click "Start" then choose "Register by Phone". Make a note of the "Lock Code" that is then displayed and email it to help@oucs.ox.ac.uk with a note of your SPSS version number and serial number from the installation CD. SPSS will then send us the information to cure your machine.
    If this has answered your problem click Yes
  If none of these software questions/answers helped you please click No

• [+/-] System and Hardware Problems

  • My computer has serious problems - what should I do? [+/-]
    For some basic advice - see our web page on Help for Sick Computers
    If this has answered your problem click Yes
  • My Windows XP system won't start up properly. [+/-]
    See our web page Fixing Windows XP System and Startup Problems.
    If this has answered your problem click Yes
  • I spilt liquid on my keyboard - what should I do? [+/-]
    Switch the computer off and leave the keyboard (or the whole computer if it's a laptop)to dry out for a day or two in a warm place such as an airing cupboard.
    Opinions vary about the efficacy of washing keyboards. If you do attempt to wash a keyboard or other equipment, make sure it's completely disconnected from any power source and is thoroughly dry before restoring any power.
    External keyboards are relatively cheap and simple to replace. Laptop keyboards can usually be replaced but are much more expensive. For further advice on keyboard replacement, use our Hardware Repair/Upgrade Enquiry Form.
    If this has answered your problem click Yes
  • My computer has died - can I retrieve files from the disk? [+/-]
    
    • If the hard drive itself has not been damaged, this may be possible via our Data Backup / System Reinstall Service. Please note that there is a charge for this service.
    • If the disk drive is damaged, files may still be recoverable by a specialist data recovery company, although such services tend to be expensive.
    
    If this has answered your problem click Yes
  If none of these system/hardware questions/answers helped you please click No

• [+/-] Courses

  • What courses does OUCS run? [+/-]
    Our courses cover all aspects of computing from beginners to advanced computing. Our wide range of topics include general office software applications, such as Word, Excel, PowerPoint, internet use and email, as well as more specialised applications, including digital and web design and publishing, numerical data management, databases, computer operating systems and programming.
    If this has answered your problem click Yes
  • When do courses run? [+/-]
    Our IT courses run throughout the academic year. We run three hour modules in the mornings, afternoons and evenings. At lunchtimes we run one-hour byte size modules.
    If this has answered your problem click Yes
  • How do I find out this term's schedule? [+/-]
    You can find our schedule online at http://www.oucs.ox.ac.uk/itlp/. Courses can be found in either the A-Z listing, or using the list of Courses this term. Alternatively pick up a printed A-Z listing or Term Planner from OUCS reception at 13 Banbury Road. At times when no courses are listed online, e.g. during vacations, you can get information about what courses are planned for the following term from the Course Administration (telephone (2)73200 or email courses@oucs.ox.ac.uk).
    If this has answered your problem click Yes
  • The online course timetable seems to be empty at present. [+/-]
    At times when no courses are listed online, e.g. during vacations, you can get information about what courses are planned for the following term from the Course Bookings Office (telephone (2)73200 or courses@oucs.ox.ac.uk).
    If this has answered your problem click Yes
  • How do I book a place on a course? [+/-]
    The preferred and quickest way to book a place on a course is via our online booking system at http://www.oucs.ox.ac.uk/itlp/. You must have an Oxford Username in order to book a course through course booking system. Alternatively, you can make a booking by telephone (Oxford 2-73200) - please have your University card to hand when you call.
    If this has answered your problem click Yes
  • How do I cancel my course booking? [+/-]
    http://www.oucs.ox.ac.uk/itlp/courses/.
    You can cancel a course booking by visiting your online My Account web page.
    Alternatively, you can cancel a booking by email (courses@oucs.ox.ac.uk) or telephone (Oxford 2-73200) - please have your University card to hand when you call.
    If this has answered your problem click Yes
  • I can't make the course dates, can I get the handouts? [+/-]
    In most cases, course documentation can be supplied to non-attendees - the cost will be the same as that paid when attending a course. You should, however, bear in mind that most course documentation is primarily written for use in a classroom situation and may not always be suitable for stand-alone use. To enquire about the availability of particular documentation, please contact the Course Administration (telephone (2)73200 or email courses@oucs.ox.ac.uk). Some course materials can be found through WebLearn. WebLearn.
    If this has answered your problem click Yes
  • Is there any self-paced training I can do in my own time? [+/-]
    Online training material is available for the European Computer Driving Licence. This can be used by any University member, via the Internet. Access to the online training material requires a username and password obtainable from the OUCS Shop (cost a few pounds). This can also be used at ECDL training sessions or in the OUCS Help Centre. For more information about ECDL see the web page at http://www.oucs.ox.ac.uk/itlp/ecdl_gen.xml.
    If this has answered your problem click Yes
  If none of these course questions/answers helped you please click No

• [+/-] HFS/TSM Backup Service

  • How do I register my machine for the Backup Service? [+/-]
    The HFS (Hierarchical File Server), which uses software known as TSM (Tivoli Storage Manager), is the University's online backup and archiving service - for more information see http://www.oucs.ox.ac.uk/hfs/.
    To register a computer for backup, visit the web page at https://register.oucs.ox.ac.uk/self/tsm.
    The HFS Service is not available to undergraduate users.
    If this has answered your problem click Yes
  • How do I change a TSM password? [+/-]
    To change a TSM password:
    • If you are using the GUI interface choose the [Utilities/Set Password] menu option.
    • Using the command line, start the dsmc program then at the prompt enter: set password oldpassword newpassword
    • If your backup account is for a Windows machine, you will also need to reset your scheduler's password too - see http://www.oucs.ox.ac.uk/hfs/schedbkup/win-nt/515/index.xml?ID=updating
    Note that TSM passwords have a maximum length of 63 characters and are case insensitive. Valid characters are a-z, A-Z, 0-9, plus, period, hyphen, ampersand.
    If this has answered your problem click Yes
  • I've forgotten my TSM password or it has expired [+/-]
    If you have forgotten a TSM password, please go to the TSM password reset page.
    Please note that if you reset your password and your backup account is for a Windows machine, you will also need to reset your scheduler's password too afterwards - see http://www.oucs.ox.ac.uk/hfs/schedbkup/win-nt/515/index.xml?ID=updating
    If this has answered your problem click Yes
  • I'm having problems installing TSM [+/-]
    If you are having problems downloading and installing the TSM software, please see http://www.oucs.ox.ac.uk/hfs/help/downloading.xml?ID=body.1_div.2.
    If this has answered your problem click Yes
  • Other TSM/HFS problems [+/-]
    Many more common TSM/HFS problems are dealt with on the HFS help page, which is the main support website for this service.
    If this has answered your problem click Yes
  If none of these TSM questions/answers helped you please click No

• [+/-] EndNote Problems

  • When I run Word, I don't get an EndNote toolbar or Tools menu link. [+/-]
    See the suggestions on the Endnote website.
    If this has answered your problem click Yes
  • I get lots of weird symbols where my citations should be. [+/-]
    See the suggestions on the Endnote website.
    If this has answered your problem click Yes
  • EndNote won't let me update my library, output or style files. [+/-]
    See the suggestions on the Endnote website.
    If this has answered your problem click Yes
  • Is EndNote X3 compatible with Word 2010? [+/-]
    EndNote X3 is not compatible with Word 2010. It is recommended that you upgrade to EndNote X4. Please see EndNote website for more details.
    If this has answered your problem click Yes
  • Is there a version of EndNote X4 available for 64 bit machines? [+/-]
    EndNote X4 has not yet been released for 64 bit machines. Please see EndNote website for more details.
    If this has answered your problem click Yes
  • I have a different Endnote problem. [+/-]
    See the guidance on the Endnote website.
    If this has answered your problem click Yes
  If none of these Endnote questions/answers helped you please click No

• [+/-] SPSS Problems

  • I use Windows Vista. When I install SPSS I get Error 1320. The specified path is too long. [+/-]
    First, install all the relevant updates/hotfixes for your SPSS version from http://support.spss.com/Tech/Products/SPSS/Patches.
    You will be prompted for a username and password - click cancel if you do not have one. Next click register with SPSS Technical Support and fill in the form to obtain a login. The SPSS product serial number can be found on the paper-work which came with your installation disk, or under 'Help->About' on your software's tool bar if it was entered during software installation.
    If it's SPSS version 16 and still not working look at: http://support.spss.com/Tech/Troubleshooting/ResSearchDetail.asp?ID=73598.
    If this has answered your problem click Yes
  • I have a problem with my SPSS licence. [+/-]
    See the help information above in the section on Obtaining Software/Licence Codes.
    If this has answered your problem click Yes
  • I have some other SPSS problem. [+/-]
    Visit the SPSS support website at http://support.spss.com/Tech.
    You will be prompted for a username and password - click cancel if you do not have one. Next click register with SPSS Technical Support and fill in the form to obtain a login. The SPSS product serial number can be found on the paper-work which came with your installation disk, or under 'Help->About' on your software's tool bar if it was entered during software installation.
    Use the search facility to look for suggestions in the SPSS knowledgebase and FAQs.
    Make sure you have all the applicable patches and updates for your particular SPSS release - see http://support.spss.com/Tech/Products/SPSS/Patches/.
    If this has answered your problem click Yes
  If none of these SPSS questions/answers helped you please click No

• [+/-] Problems Accessing Websites

  • When I try to access a website I get the error Identity Provider failure at (/shibboleth-idp/SSO). [+/-]
    If the error continues org.opensaml.SAMLException: Invalid data from Service Provider: no target URL received, this means the website has asked Oxford's Shibboleth service to authenticate you but has omitted some crucial information.
    Try to log in to the service again, starting at its recommended starting page (for example, http://oxlip-plus.ouls.ox.ac.uk for Oxford Libraries electronic resources) and following the links to the service you want.
    If that doesn't solve the problem, please e-mail sysdev@oucs.ox.ac.uk, including:
    • a copy of the entire error message
    • the full URL displayed in your browser (e.g. https://idp.shibboleth.ox.ac.uk/shibboleth-idp/SSO?target=...)
    • which website you were trying to access
    • which website you started from
    • which link(s) you were following
    • whether you were on the Oxford network (e.g. by running VPN)
    
    If this has answered your problem click Yes
  If none of these website access questions/answers helped you please click No