BLACKBERRY DEVICES

• Getting Started Guides
• Blackberry Support

 BLACKBOARD

• General Information
• If you do not have a valid active CUNY Portal username and password, please go here
• I receive an error message when trying to access Blackboard.
  Contact the Help Desk about your account status at L-117 phone: 718.368.6679 or email HelpDesk@Student.Kingsborough.edu.
• I can't access Blackboard home or at work.
  Make sure you're using one of the following:
  Win 2000 : Internet Explorer 5.5 or 6.0, Netscape7.1
  Win XP : Internet Explorer 6.0, Netscape 7.1
  Mac 10.2 : Internet Explorer 5.2, Netscape 7.1, Safari 1.0
  Mac 10.3 : Safari 1.1
  Also, try clearing your browser's cache (temporary files)&cookies. If you're using an AOL , minimize your AOL after connecting and use one of the browser's specified above
• How do I access Blackboard?
  Go to: http://portal.cuny.edu/portal/site/cuny/index.jsp?front_door=true
• I do not see any of my courses after I log into my blackboard account.
  Check with your instructors to make sure the course was made available.

 REMOTE ACCESS

• Instructions for Security Certificates
• Instruction for PC User Citrix Client Download:
  Please save to you desktop
  Start with Step 1:DigiTrustedRoot.crt
  Step 2: DigiCertCA.crt
  Step 3: DigiCertCA3.crt
  -> Double click on it
  -> click Install certificate
  -> Click next
  -> Select Place all certificate in the following store
  -> Click Browse
  -> Select Trusted Root Certification Authorities
  -> Click Next, Finish
• Citrix Remote Access PC users login
• Instructions MAC Users Citrix Client Download:
  ->Download Media:Keystore.dmg
  ->Double click on the file keystore.dmg
  -> Copy Keystore folder to /Applications/Citrix ICA Client
  ->Move keystore.dmg and the disk "keystore" to the trash

 COPIER/PRINTER

• AIC Biz Hub Network Printer
• F123 Biz Network Printer

 CUNY PORTAL

• CUNY Portal is a gateway to CUNY
• If you do not have a valid active CUNY Portal username and password, please click here.
• Why you need to use portal login? The Portal will allow you access to Blackboard, eSIMS, ePermit and other CUNY services.
• How to customize my view on CUNY Portal? You must login. A new tab will appear in the upper rigt hand corner. Click on My Page and select one of the edit buttons and change information.

 CUNY PORTAL USERS AND PASSWORD RETRIEVAL

• CUNY/CIS is implementing a "Forgot Your Username or Password?" feature on the CUNY Portal login page.

 EMAIL FAQ

• How can I obtain an email account? Faculty and Staff E-Mail accounts are created upon request. Your department chairperson must submit a direct requests to Helpdesk.
• I forgot my password.
  Faculty/ Staff call 718-368-6679 to reset your password
  Students call 718-368-6679 to reset your password
• Can I check my email from home? Yes. You may access your KCC Email from anywhere an internet connection is available via a browser only.
  Please note: If accessing the email from outside the campus. Do not attempt to access it through AOL, as their browser will not work. You must minimize the AOL software and start either Netscape or Internet Explorer.
• KCC Mail For Lotus Notes Users Only web address
• Why do I need KCC email account? Your KCC email will not only allow you to communicate with students, faculty and staff, but it will give you access to many college's services and announcements.
• Student Email information
• To access Student email account go to: http://student.kingsborough.edu/
• ProofPoint: KCC's SPAM Protection System for KCC E-mail Accounts
• Email Security Advisory
• Someone is trying to send me email but I can't receive it. What is the problem?
  Check to make sure your mailbox isn't exceeding its quota. Ensure that the person is using the correct address.
• Can I set a vacation message? Yes you can. Click on Tools ,select Out of Office Message . Type in your message, set the dates and save changes. And it will be automatically sent to all those that emailed you.
• I have received spam or unsolicited commercial e-mail. What can I do about it and how can I stop it?
  The IT department has implemented a “SPAM” control system, this system will now send you every morning an email message listing the “SPAM”, that is in the quarantine as of last night.The email will come from spammanger@kbcc.cuny.edu.
• Anti-Spam software we are using is: ProofPoint
• Slow/Delayed e-mail message delivery. Long delivery times normally occur for one or more of the following reasons:
  -A heavy load on the KCC mail servers can cause large queues.
  -The destination computer is not responding.
  -One of the computers in the destination path is queuing email messages by size and if the message is large (compared to others going to a similar destination), this will cause it to be continually requeued behind smaller, even newer messages.
  -If this problem continually and/or consistently happens then please call the helpdesk @x6679 to receive a reference (call/ticket) number and schedule a technicians response.
• I received an email message stating my message could not be delivered.
  The nature of the error message:
  -User Unknown – confirm the email recipient’s email account is still active.
  -Unresolvable – make sure the email address is spelled correctly.
  -Expired – the mail server for the person you are trying to email is having technical difficulties. Try resending at a later time.

GENERAL INFORMATION

• Problems with Printers
• Access to the Student Information System SIMS
• Network Account Lockout, I cannot login to my computer.
  Please contact the helpdesk @6679 to receive a reference (call) number and have your network password reset. You may be required to identify yourself before your password can be reset.
  Note: Your account will unlock itself after 30 minutes have elapsed.
• How to add an application from a CD or floppy disk.
  Open “Add or Remove Programs” in the control panel.
  Click Add new programs, and then press CD or floppy.
  Follow the instructions on you screen.
  To open “Add/Remove Programs”, click Start, point to Settings, click control panel, and then double click “Add/Remove Programs”. When using this function, note you can only install or remove software written for “Windows” operating systems.
• How to safely and correctly uninstall programs:
  “Add/Remove programs” (located in the control panel) helps you manage programs and components on your computer. You can use it to add and/or remove software. Additionally, you can use this function to add Windows updates and new features from the internet.
• Inability to open Adobe PDF files
  To open a PDF from within “Acrobat Reader” or from another application (i.e. Eudora, Internet Explorer, etc.). Try one of the following:
  Choose file > open (or click the open icon on the toolbar). In the open dialog box select the PDF file (file extension .pdf) and click open.
  From the file menu, choose the documents filename.
  Open the pdf attachment from within an email application. In most email applications, you can double click the attachment to open the document.
  Click the .pdf file link in your web browser. The pdf document may open within your web browser. In this case, use the Acrobat Reader toolbars to edit, print, search etc. on your pdf documents.
  ** NOTE – In some cases it may be easier to save the file to your computer and then open it.
• What is my computer’s hostname/machine name?
  Right click on “My Computer” and select “properties”. Click on the “computer name “tab”. On this screen it should give you, your computer name as well as your network domain.
• Web Browser unable to see/load certain pages
  Usually the above can be resolved by adjusting the advanced settings or upgrading some software causing the difficulty. Please call the helpdesk @x6679 to receive a reference (call/ticket) number and schedule a technician’s response.
• No sound from speakers:
  -First, make sure the speakers electric is plugged in, turned on, turned up (volume knob) and is plugged into the correct computer port (this should be a green colored plug, plugged into the green port in the rear of the computer.
  -Secondly, check the volume control usually located by the clock.
  -If it is not located there, go to start > programs > accessories > entertainment and choose volume control.
  -Make sure nothing is muted or low.
  -If all above fails then please contact the helpdesk @x6679 to receive a reference (call/ticket) number and schedule a response by a technician.
• User is unable to access the internet, email, SIMS, etc
  -Reboot your computer (shut down the computer, not just restart). This office recommends leaving the computer off for at least 10 seconds before powering back on.
  - If restarting the computer does not clear up the issue, then please confirm the following:
  1 - Open your internet browser and try going to www.cnn.com (this page updates frequently and displays the time last updated at the top of the page. Were you able to reach cnn.com?
  2 - Are you able to send or receive email?
  If the answer to either question is “yes” then the issue is probably a software problem and not a connectivity issue.
  Either way, contact the helpdesk @ x6679 for a reference (call/ticket) number and schedule a technician response.
• My mouse is broken sticking:
  Please call the helpdesk @ x6679 for both mouse replacement procedure and scheduling, in most cases mice are locked to the computer for security issues and will have to be unlocked by a technician.
• You find that your keyboard or mouse is missing from your computer/office.
  Please contact the K.C.C. helpdesk @ x6679 to receive a reference (call/ticket) number and schedule a response for replacement by a technician.
  Standard operating procedure is to advise the user to file a report with “Security/Public Safety” office @ x5069. After we are advised by the “Security/Public Safety” office that a report has been filed the item in question can be replaced.
• Your connection to a shared or mapped drive has been lost and you need to reestablish the connection.
  Right click on the desktop icon “My Network Places” and menu will appear.
  Click (left) “Map Network Drive” and a dialog box will appear.
  In the folder field either use the drop down box to find the shared drive or it can be manually inputted (i.e. \\servername\directory name).Assign it a drive letter and be sure the “reconnect at logon” is checked so it will reconnect at each logon.
  In most cases, you will be asked for your username and password for security reasons.
  Please note - Sometimes your username and password may not allow access to certain areas. Security settings are regularly modified, in the case of sensitive information.
  Contact the K.C.C. Helpdesk @ x6679 to receive a reference (call/ticket) number to schedule a response by a technician.
• Lost or misplaced files on my computer:
  -Press, “start” move up to “search”, then (to the right) choose “files or folders”.
  -Now type in the name or part of the name of the file or the file type (i.e. .doc/.jpg/.txt/etc.) and then press “search” to begin.
  -Be sure that in the box marked “look in” that “Local Hard Drives (C:)” is selected (or A: if you need to search floppy disks).
  -Please note – When searching using an asterisk before the file name (i.e.- *.doc) will treat the asterisk as a wildcard and will find all the Microsoft Word within the search area.
• USB Flash Drive

HELP DESK INFORMATION

• Client and Networking Service- Help Desk
• What are the Help Desk hours?
• Faculty and Staff Help Desk: for assistance, contact the Helpdesk e-mail: Helpdesk@kbcc.cuny.edu.or phone 718-368-6679.
• Student Help Desk: for assistance, contact the student Helpdesk at L-106 or e-mail: helpdesk@Student.kingsborough.edu or phone 718-368-6679.

 IT WEEKEND HELP DESK INFORMATION

• The weekend support person is Abbas Uddin and his office is located in S220. His extension is 5233 and his hours are Saturday & Sunday 8:00 am to 4:30 pm.

IT LAPTOP LOAN PROGRAM

• IT Laptop Loan Program for KCC Faculty login.To reserve a laptop you must have a valid KCC email account.
  Please note: The following will result in red flags and will put a freeze on your account:
  --- 2x returned laptop damaged on borrowers fault;
  --- 3x auto cancellations;
  --- 3x overdue returns of a laptop three days or less;
  --- 2x overdue returns of a laptop more than 3 days.
• Media Center Laptop Loan Program for students. To reserve a laptop you must have a valid KCC college ID.
• Laptop security keeping Laptops from Getting Lost or Stolen.

KBCC BN Book Request

• KBCC BN Book Request User Guide.

LOTUS NOTES

• Lotus Notes Commonly Asked Questions
• Lotus Notes Calendar Sharing
• Lotus Notes Video Archive

PLASMA SCREENS

• To advertise on Plasma Screens
  1. Size: Legal size paper (8.5” x 14”)
  2. Orientation: landscape
  3. Format: jpg (preferred format) or PDF (create flyer in word doc. and convert to pdf.)
  4. Email to: ITS_Plasma@kbcc.cuny.edu
  5. All submitted flyers have to be authorized by Department Chairs/Directors.

PROJECTION SYSTEMS IN LABS

• Projection Systems in Labs

ONLINE PHONE/EMAIL DIRECTORY

• How can I be added to the online directory if I am Faculty or Staff
• Your record is not updated automatically. Please submit only once.
• Records will be updated upon verification.
• Can I search for a professors or staff?
  You can search for a professors or staff on the directory by first or last name or by department.

SOFTWARE TRAINING

• Microsoft Training (Free self-paced training courses for Office programs)

SMART BOARD/PROJECTION SYSTEM IN CLASSROOMS

• 3M Projection System Faculty Tutorial

TECHNOLOGY POLICIES

• Overview of Kingsborough Community College Computer Policies
• The City University of New York Computer User Responsibilities
• Private Information Advisory

TELEPHONE

• Telecommunications
• Telephone User Interface Pocket Guide(pdf)
• Voice Mail

WEB SERVICES

• Web Team Assistance
• KCC Logo Downloads.
• New Identity and Graphic Look of CUNY.

WIRELESS

• KBCC Wireless Access Instructions