Service Desk Articles RSS Feed
Accessing a shared mailbox using the Outlook Web App (OWA)
Viewed 297 times since Wed, Jun 16, 2021
Switching to a shared mailbox after logging into your own FASmail. Open a web browser and go the following web address: Login to OWA with your CWL/EAD username and CWL password. Locate your account icon in the top right... Read More
Basic Troubleshooting for Endnote 6 issues with Office 2013
Viewed 4069 times since Tue, Jun 16, 2015
Here are some troubleshooting steps to take if Endnote 6 is crashing. Requirements: These steps assume you are running Endnote 6 or 6.1 on a Windows 7 machine with Office 2013. Instructions: 1. Before performing other steps, run a repair on Office,... Read More
Camtasia install types for home and UBC computers
Viewed 1454 times since Fri, May 1, 2020
There are several ways to install Camtasia. On UBC asset computers (for personal owned computers see bottom of article) look for it in one of these areas:     Zenworks on Windows workstations at UBC Okanagan. (To run this, click the start menu and... Read More
Change the default server for Cisco AnyConnect
Viewed 1911 times since Wed, Jun 2, 2021
Windows: 1.  Log in to the VPN normally per the instructions at How do I connect to VPN with Enhanced CWL.2.  Open a Windows Explorer window.3.  Copy this file path: C:\Users\%username%\AppData\Local\Cisco\Cisco... Read More
Creating an Archive in Outlook for Windows
Viewed 570 times since Thu, May 20, 2021
  Archiving saves space in your mailbox when it gets full. It moves your emails from the mailbox on the server, to a file that you store locally on your machine. Emails that are stored in an archive file are not backed up on the FASmail server.... Read More
CRP Landing Page
Viewed 4569 times since Fri, Apr 3, 2020
What is the CRP program? The CRP program provides IT supported equipment for permanent ongoing positions at UBCO. As the equipment ages IT is centrally funded to replace the equipment as necessary. Typically (though not guaranteed and is... Read More
Hours, Opening and Closing
Viewed 2254 times since Fri, Jul 4, 2014
The following article provides you with Help Desk Hours, and outlines the steps for both Opening and Closing the Help Desk.   Summer Hours - 7:30AM to 4:30PM: First: 7:30AM to 3:30PM Mid: 8:00AM to 4:00PM Last: 8:30AM to 4:30PM   Regular Hours -... Read More
How do I disable the built in pdf viewer in Mozilla Firefox?
Viewed 2489 times since Tue, Jun 9, 2015
Follow these instructions to disable the built in PDF viewer in Mozilla Firefox.   Instructions: In some cases you will need to disable the built in browser pdf viewer, to force documents from platforms such as smartforms to open in Acrobat rather... Read More
How do I encrypt a PDF file?
Viewed 1441 times since Thu, Dec 8, 2016
In order to encrypt a PDF file, you will need a copy of Adobe Acrobat Professional.  Follow the link below on Adobe's website for instructions on how to perform the encryption. Requirements: To encrypt a PDF file, you will need the following: ... Read More
How Do I Install AutoCAD LT (for Staff and Auxillary)
Viewed 1737 times since Tue, Apr 14, 2020
Licensing We currently have a campus license for AutoDesk products for instructional and research purposes. Unfortunately this does not cover staff or administrative use. For staff/admin we have a campus license for Autodesk 2015 which we can install... Read More
How do I install the Microsoft Silverlight Plugin?
Viewed 12203 times since Tue, Jun 9, 2015
This article outlines how to install the Microsoft Silverlight browser plugin. Requirements: To install the Microsoft Silverlight browser plugin, you must have administrator access to your computer, and meet the following requirements. Windows ... Read More
How do I work with ISO files?
Viewed 1191 times since Wed, Sep 5, 2018
Follow these instructions to mount, burn, or unpack an ISO file. Instructions: An ISO file is an image of a CD or DVD. The most common ways to work with these files are: Windows 8/10 or macOS will open these files natively when they are double... Read More
How Do Students Access Adobe Creative Cloud During COVID-19 Closures
Viewed 2097 times since Tue, Mar 31, 2020
General Information As part of Adobe's response to the COVID-19 pandemic, they are allowing temporary at-home access to Adobe Creative Cloud (CC) software until May 31, 2020 for all active students UBC has enabled all active students to be... Read More
How to Alias a FASmail account
Viewed 72 times since Mon, Sep 20, 2021
An alias is like a shortcut to an email address. The messages still go the same place, but the address may be different or have multiple addresses to the same destination. Staff and Faculty of UBCO can Alias their email address to a First.LastName... Read More
How to Report a Stolen or Lost Computer Equipment
Viewed 3937 times since Thu, Jun 21, 2018
Follow these instructions to report a lost or stolen UBC asset piece of computer equipment. Requirements: How do I handle a report of stolen/missing computer equipment? Stolen equipment must be reported to RCMP first.  A police file... Read More
I can’t get my view pay cheque window on to format properly for printing.
Viewed 2851 times since Mon, Mar 30, 2015
When attempting to print the new pay cheque page, it will not format properly for printing. Symptoms : When attempting to print the form, it takes up only a corner of the page, and cuts off the margins.  Resolution: The problem of... Read More
Mac Wifi Issue
Viewed 3644 times since Mon, Sep 8, 2014
A number of students have approached the help desk displaying an error when connecting to UBCSecure. That message states that authentication failed, please contact your system administrator. That message turns out to be ambiguous as it's not the... Read More
macOS - Add Icons to the Finder toolbar (Ex. the delete button)
Viewed 344 times since Thu, Jun 17, 2021
How to add icons to the Finder toolbar You can use these instructions to add icons to the finder toolbar.  We're going to show the Delete icon, but you can add any icons you'd like. Quick Version: Click on the Finder icon Select View and... Read More
macOS - Adobe Licensing and Installation Troubleshooting
Viewed 324 times since Wed, Apr 28, 2021
 Adobe Licensing and Installation Troubleshooting Click on any applicable buttons below for assistance.  If the trouble you're having isn't covered below or the instructions are unclear, please call the Service Desk at (250) 807-9000... Read More
MacOS - Change Scrolling direction
Viewed 420 times since Tue, Apr 13, 2021
How to change your scroll wheel direction from the default  You can use the instructions below if you'd like to change your Mouse and\or Trackpad scroll direction. Quick Version: Select the Mac icon (in the top left corner) Select System... Read More
macOS - Change your Mac Password
Viewed 236 times since Tue, Apr 20, 2021
How to change your Mac Password When you first receive your Mac, we will have setup an account for you with a default password that should be changed.  You can use the instructions below to change your password at any time.  Please note that this... Read More
macOS - Enable Screen Recording in your Browser (to allow Kaltura to share your screen)
Viewed 527 times since Fri, Jun 18, 2021
Enable Screen Recording in your Web Browser In order to share your screen using Kaltura (specifically other apps like Word, Powerpoint, Excel etc), you need to enable screen recording for your web browser.  The instructions below show you how to... Read More
macOS - Installing Adobe Software (Adobe Acrobat or the Creative Cloud Suite)
Viewed 416 times since Tue, Apr 27, 2021
Installing Adobe Acrobat DC or other Creative Cloud Software (ex. Photoshop, Illustrator, InDesign etc) Before you install the Creative Cloud installer in order to install Adobe Software, you will need to have an active license for either Adobe... Read More
macOS - Installing the Zoom Client
Viewed 522 times since Thu, Jun 17, 2021
How to install the Zoom client Use these instructions to find and install the Zoom client. Note:  Zoom accounts need to be requested.  If you haven't set one up yet, you can request one by submitting a ticket here: Read More
macOS - Licensing Adobe Software (Acrobat DC or Entire Creative Cloud Suite)
Viewed 466 times since Mon, Apr 26, 2021
Licensing either Adobe Acrobat DC or the entire Creative Cloud Suite (which includes Adobe Acrobat DC) Before you can use Adobe products, you must get a license.  You can either get an annual license to Adobe Acrobat DC or a 3 month license to the... Read More
macOS - People Server FileZilla Setup Instructions
Viewed 296 times since Mon, May 31, 2021
People Server FileZilla Setup Instructions The Instructions below explain how to setup Filzilla (which comes pre-installed on UBC provided Mac's and PC's) to access your site.  Please note that is being... Read More
macOS - Set Outlook as the Default Mail App
Viewed 506 times since Wed, Apr 14, 2021
How to set Outlook as the Default Mail App Use the instructions below if you'd like to set Outlook as your default mail app. Quick Version: Start the Apple Mail App To find it, click on the magnifying glass in the top right corner and type... Read More
macOS - Setup Multiple Monitors
Viewed 329 times since Mon, May 31, 2021
How to setup multiple monitors Follow the instructions below to configure an external monitor.  Please note that the Arrangement tab in Display will only be available when you have a second monitor connected to your Mac. Quick Version: Select the... Read More
macOS - Setup Outlook
Viewed 333 times since Tue, Apr 20, 2021
How to setup your UBC email in Outlook You can use the instructions below to setup your UBC email in Outlook. Quick Version: Click on Outlook in the Dock at the bottom of the screen If Outlook is not on your dock, click on the magnifying glass (in... Read More
macOS - Sound isn’t working (changing default sound output)
Viewed 247 times since Thu, Jun 17, 2021
How to change your Sound Output device if sound isn't working It's possible to have multiple sound output devices (including monitors) and sound may not be working as intended.  Please follow the instructions below for resting your sound... Read More
macOS - Turn on Scroll bar (make it show all the time)
Viewed 420 times since Tue, Apr 13, 2021
How to Turn on the Scroll Bar Use the instructions below if you'd like your scroll bar to always show up instead of auto-hiding when you're not using it. Quick Version: Select the Mac icon (in the top left corner) Select System... Read More
MacOS Kernel System Extension Fix
Viewed 895 times since Wed, Mar 31, 2021
This instruction set will guide you through the process of enabling the KEXT extension type on an Intel Mac computer. Because this process requires access into the recovery mode of the Mac, it is difficult for IT to remotely help with this process.... Read More
macOS Setup Instructions
Viewed 865 times since Tue, Apr 13, 2021
macOS setup instructions This document contains various tips and procedures for configuring your UBC provided Mac.  This potentially applies when you receive a new Mac or a loaner Mac from UBC Okanagan IT Services.  Please note that although this... Read More
Troubleshooting Da-Lite C model screen when it gets stuck down.
Viewed 2994 times since Wed, Jan 23, 2019
To recoil the screen when it's stuck down.  1) Pull down the spring extra 2 or 3 inches to the absolute bottom. 2) With a quick motion while your hand is still on the pull handle, help push it up ( be quick). This should release the lock... Read More
UBCO Shared Network Drives Migration -- What is it and what do I need to do?
Viewed 1912 times since Fri, Jul 10, 2020
  What Is Happening? IT is currently migrating data from the campus' legacy data storage platform to a new platform as part of routine equipment life-cycling. This refresh opens the opportunity to align our network file sharing services... Read More
What do I do if Youtube videos are replaced with "Plugin Blocked"
Viewed 1802 times since Mon, Mar 30, 2015
Youtube video is replaced with a black box and the words "Plugin Blocked" in Safari or Firefox. Symptoms : This can also occur in other Flash based applications  Resolution:  Update Adobe Flash player on the computer from Cause: Safari... Read More
What is a new employee IT orientation all about?
Viewed 11597 times since Mon, Jun 15, 2015
 The following article information outlines what new staff can expect when a technician completes an IT client orientation with them. Preamble Upon arriving to work at UBCO, full time, permanent staff and faculty can expect to have an IT supplied... Read More