IT Services Frequently Asked Questions


Users generally can save their work data onto the USP PC that they have been assigned. However, saving work onto the PC does not guarantee backup of the data. For all users, IT Services recommends the following:

USB drive/Memory stick/Flash disk/Portable Hard Drive

IT Services recommends use of a USB drive for the initial backup of your important work.

Generally, USB drives are used for the transportation of documents/data from machine to machine, not necessarily for permanent storage. For example, you are going on leave & wish to take some of your working documents with you so you can continue to work on them on your PC at home, a USB drive would be ideal for this, similarly if you want to take some documents to be printed on a computer with access to printer, a USB drive will do the job.

What are network shares?
These are storage spaces on the server, which is accessible via the network. Common uses of network shares are for storage of files and for distribution of material e.g. student course materials

How do I map to a network drive?

o    You should have already logon to the PC with your USP account. As well as your account should have access permissions to the network share you are trying to map to.

      • Select the Start button and select Computer
      • On the menu bar click on Map Network Drive
      • Next in the folder box type the path to the network share. The usual format \\PC number\sharename
      • Click on Finish to connect.
      • Once the drive has successfully been mapped you will see an icon for the mapped drive in My Computer

o    When student logon to a USP, their network share connects automatically

I cannot map to a network share, what could be wrong?

o    It is either the PC number or sharename that maybe wrong. Check these details.

o    Another possibility is that you do not have necessary permissions to access the network share.

What does “Unable to browse the network” mean?
This means that your PC is not connected to the network.

How can I tell if my PC is connected to the network?
Click on Start, Run and type ping
Observe the screen, if you see “Replying …” this means that your PC has network connectivity. If it displays “Request timeout….” then it means that your PC is not connected to the network.

What is a Virus?

  • It must execute itself. It will often place its own code in the path of execution of another program.
  • It must replicate itself. For example, it may replace other executable files with a copy of the virus infected file. Viruses can infect desktop computers and network servers alike.

Some viruses are programmed to damage the computer by damaging programs, deleting files, or reformatting the hard disk. Others are not designed to do any damage, but simply to replicate themselves and make their presence known by presenting text, video, and audio messages. Even these benign viruses can create problems for the computer user.

They typically take up computer memory used by legitimate programs. As a result, they often cause erratic behavior and can result in system crashes. In addition, many viruses are bug-ridden, and these bugs may lead to system crashes and data loss.

There a five recognized types of viruses:

  • File infector viruses: File infector viruses infect program files.
  • Boot sector viruses: Boot sector viruses infect the system area of a disk
  • Master boot record viruses: Master boot record viruses are memory resident viruses that infect disks in the same manner as boot sector viruses.
  • Multi-partite viruses: Multi-partite (also known as polypartite) viruses infect both boot records and program files.
  • Macro viruses: These types of viruses infect data files. They are the most common and have cost corporations the most money and time trying to repair.

What is a Trojan horse?

Trojan Horses are impostors–files that claim to be something desirable but, in fact, are malicious. A very important distinction from true viruses is that they do not replicate themselves, as viruses do. Trojans contain malicious code, that, when triggered, cause loss, or even theft, of data. In order for a Trojan Horse to spread, you must, in effect, invite these programs onto your computers–for example, by opening an email attachment. The PWSteal.Trojan is a Trojan.

What is a Worm?

Worms are programs that replicate themselves from system to system without the use of a host file. This is in contrast to viruses, which requires the spreading of an infected host file. Although worms generally exist inside of other files, often Word or Excel documents, there is a difference between how worms and viruses use the host file. Usually the worm will release a document that already has the “worm” macro inside the document. The entire document will travel from computer to computer, so the entire document should be considered the worm. PrettyPark.Worm is a particularly prevalent example.

What is a Virus Hoax?

Virus hoaxes are messages, almost always sent by email, that amount to little more than chain letters. Some of the common phrases used in these hoaxes are:

  • If you receive an email titled [email virus hoax name here], do not open it!
  • Delete it immediately!
  • It contains the [hoax name] virus.
  • It will delete everything on your hard drive and [extreme and improbable danger specified here].
  • This virus was announced today by [reputable organization name here].
  • Forward this warning to everyone you know!

Most virus hoax warnings do not deviate far from this pattern. If you are unsure if a virus warning is legitimate or a hoax, visit the Security Response Hoaxes Web site.


What is not a Virus?

Because of the publicity that viruses have received, it is easy to blame any computer problem on a virus. The following are not likely to be caused by a virus or other malicious code:

  • Hardware problems. There are no viruses that can physically damage computer hardware, such as chips, boards, and monitors.
  • The computer beeps at startup with no screen display. This is usually caused by a hardware problem during the boot process. Consult your computer documentation for the meaning of the beep codes.
  • The computer does not register 640 K of conventional memory. This can be a sign of a virus, but it is not conclusive. Some hardware drivers such as those for the monitor or SCSI card can use some of this memory. Consult with your computer manufacturer or hardware vendor to determine if this is the case.
  • You have two antivirus programs installed and one of them reports a virus. While this could be a virus, it can also be caused by one antivirus program detect the other program’s signatures in memory. For additional information, see Should you run more than one antivirus program at the same time?
  • You are using Microsoft Word and Word warns you that a document contains a macro. This does not mean that the macro is a virus.
  • You are not able to open a particular document. This is not necessarily an indication of a virus. Try opening another document or a backup of the document in question. If other documents open correctly, the document may be damaged.
  • The label on a hard drive has changed. Every disk is allowed to have a label. You can assign a label to a disk by using the DOS Label command of from within Windows.

What can I do to prevent being infected by Virus?

  • Do not open any files attached to an email from an unknown, suspicious or untrustworthy source.
  • Do not open any files attached to an email unless you know what it is, even if it appears to come from a dear friend or someone you know. Some viruses can replicate themselves and spread through email. Better be safe than sorry and confirm that they really sent it.
  • Do not open any files attached to an email if the subject line is questionable or unexpected. If the need to do so is there always save the file to your hard drive before doing so.
  • Delete chain emails and junk email. Do not forward or reply to any to them. These types of email are considered spam, which is unsolicited, intrusive mail that clogs up the network.
  • Do not download any files from strangers.
  • Exercise caution when downloading files from the Internet. Ensure that the source is a legitimate and reputable one. Verify that an anti-virus program checks the files on the download site. If you’re uncertain, don’t download the file at all or download the file to a floppy and test it with your own anti-virus software.
  • Update your anti-virus software regularly. Over 500 viruses are discovered each month, so you’ll want to be protected. These updates should be at the least the products virus signature files. The McAfee Viruscan program installed on your PC is configured to automatically download the latest viruscan updates. To check if your Viruscan program is correctly configured to do this, review the configuration notes for Configuring Automatic Updates – VirusScan (For Laucala Campus).
  • Back up your files on a regular basis. If a virus destroys your files, at least you can replace them with your back-up copy. You should store your backup copy in a separate location from your work files, one that is preferably not on your computer.
  • When in doubt, always err on the side of caution and do not open, download, or execute any files or email attachments. Not executing is the more important of these caveats. Check with your product vendors for updates which include those for your operating system web browser, and email. One example is the security site section of Microsoft located at
  • If you are in doubt about any potential virus-related situation you find yourself in, you may report a virus to our virus team.

What is Safe Computing?

With all the hype, it is easy to believe that viruses lurk in every file, every email, every Web site. However, a few basic precautions can minimize your risk of infection. Practice safe computing and encourage everyone you know to do so as well.

General precautions

  • Do not leave a floppy disk in the floppy disk drive when you shut down or restart the computer.
  • Write-protect your floppy disks after you have finished writing to them.
  • Be suspicious of email attachments from unknown sources.
  • Verify that attachments have been sent by the author of the email. Newer viruses can send email messages that appear to be from people you know.
  • Do not set your email program to “auto-run” attachments.
  • Obtain all Microsoft security updates.
  • Back up your data frequently. Keep the (write protected) media in a safe place–preferably in a different location than your computer.

How to Spot An Email Hoax

How can you tell a forwarded email hoax from a legitimate article? Without researching the factual claims in a given text there’s no 100 percent sure-fire way to tell it if it’s a hoax, but here’s a list of common signs to watch for.

Tell-tale signs of an email hoax:

  1. Check to see whether the text you’ve received was actually written by the person who sent it to you. Look for the abbreviations “FWD” or “FW” (meaning “forward”) in the subject line. Does the body of the message look like a boilerplate (copied and pasted) text? If so, be skeptical. Don’t assume the sender can or will vouch for the email’s contents.
  2. Look for the telltale phrase “Forward this to everyone you know!” or similar encouragements to share the message. The more urgent the plea, the more suspicious you should be.
  3. Look for statements like “This is NOT a hoax” or “This is NOT an urban legend.” They typically turn out to mean the opposite of what they say.
  4. Be wary of overly emphatic language, as well as the frequent use of UPPERCASE LETTERS and multiple exclamation points!!!!!!!
  5. If the text seems aimed more at persuading readers than informing them, be skeptical. Especially where political content is concerned. Like propagandists, hoaxers are more interested in pushing people’s emotional buttons and/or inciting them to action than communicating accurate information.
  6. If the message purports to impart extremely valuable information that you’ve never heard of before, or read elsewhere in legitimate sources, don’t assume it’s true. Do some research to verify the facts before buying into it or sharing it with others.
  7. Read carefully. Think critically about what the message says, looking for logical inconsistencies, violations of common sense and, again, blatantly false claims. The harder someone is trying to convince you of something, the more likely they are to make errors; or tell lies.
  8. Look for subtle or not-so-subtle jokes, indications that the author is pulling your leg. It’s easier than you think to mistake satire for legitimate information.
  9. Check the message for references to outside sources. Hoaxes don’t typically cite sources — nor, indeed, evidence of any kind — nor do they link to websites with corroborating information (at least not to legitimate ones).
  10. Check to see if the message has been debunked by websites that specialize in investigating urban legends and hoaxes. For example, you’re on one of those sites right now! Two more excellent debunking sources are and Hoax-Slayer.

Handy hoax-busting tips:

  1. Virtually any email chain letter you receive (i.e., any message forwarded multiple times before it got to you) is more likely to be false than true. You should automatically be skeptical of chain emails.
  2. Hoaxers usually try every means available to make their lies believable — e.g., mimicking a journalistic style, attributing the information to a “legitimate” source, or implying that powerful interests are trying to keep the truth from you.
  3. Be wary of political messages. Don’t take it for granted that because you find yourself in agreement with the political views of the sender that they have sent you reliable information.
  4. Be especially wary of health-related rumors. Most importantly, never act on “medical information” forwarded from unknown sources without first verifying its accuracy with a doctor or other reliable source



Printing solution for Student and Staff is now based on PaperCut solution. Students will find multi-functional devices available in selected computer labs that offer unique printing features;

  1. Print & Release
  2. Print Anywhere

More information on using the printing/photocopying services can be accessed at the following link. Printing Manual.

With Print & Release, students will no longer get their printouts automatically but will require the additional step of releasing their printout by:

  1. Entering their USP ID number and password on the attached LCD panel
  2. Website to redeem your “PaperCut” top up cards is

With the Print Anywhere feature, students will now be able to release their printouts at any printer located on select computer labs. For example, a student printing in computer lab ITS Lab02 can release their printout in computer lab ITS Lab03.

Please follow the instructions on the user manual on how to print and release your printouts. Releasing your print can either be done through:

  1. “Through entering your id-numbers and passwords on the available console”.

Instructions for Users

  1. Purchase Printing Top-up card from the Library, Bookshop or PIMRIS Library, currently sold at $2.
  2. Login on any PC in the ITS labs using your username (ID number) and password
  3. Please note and use the website on the card.
  4. As your PaperCut user web interface appears, login using your username and password. Please use the Printing top-up web interface in this instruction

Student Web Printing

Service Request Procedure

Logging a complaint, troubleshooting or seeking consumables replenishment:

  1. You will have to inform ITS HelpDesk in one of the following ways;
    1. By email – helpdesk(at)
    2. By telephone – 323 2117
    3. In person (walk in) – ICT Centre, Building A, Level 1
  2. You will have to supply the following  information to supply the ITS personnel:
    1. Your student number (USP ID card #)
    2. Your name and contact information (extension/email)
    3. Location of the MFD
    4. A general description of the fault or problem encountered
  3. Ensure to obtain a call log number before hanging up.
  4. ITS helpdesk will promptly issue a job ticket to Ricoh.
  5. Ricoh will attend to the fault as per service targets and response procedures
  6. Ricoh after fixing the issue will resolve the job request online which will send a job resolution email to the email address provided.
  7. In the event of after-hours support, the USP is to notify Ricoh to assist prior to close of business

How do I get my Google Apps account?

  • All new students are automatically assigned a USP Google Apps account. The username will be the same as your USP username (Student id number)

How do I log in to my Google Apps account?

What services are included with my Google Apps account?

  • Your Google Apps account includes email, Google Talk, Google Docs and Spreadsheets, and a Calendar service. Other services may be added in the future as they are available and appropriate.

Can I log on to other Google-sponsored services with my Google Apps username and password (e.g.,, etc.)?

  • Your Google Apps username and password will only work with the services that have been deployed within the USP domain. To access other Google services, you will need to apply for a non-University account through Google.

Who is eligible to participate in the Google Apps for Education service?

  • Google Apps for Education accounts are available to:
    • All undergraduate students
    • Graduate students

Why are the Google Apps for enrolled students slightly different from similar services that are publicly provided by Google?

  • Google Apps accounts have been customized for optimal educational collaboration. As a member, you will not see advertisements and USP University branding will appear at the top of most Google Apps for Education pages. In addition, USP University has taken steps to ensure that your student data is protected above and beyond a publicly available account.

Am I required to use the Google Apps account?

  • All incoming students will automatically receive a Google Apps account.

Are Google Apps accounts accessible for students with disabilities?

  • The basic HTML version of Google Apps for Education is fully compliant with current accessibility standards. You can also use a POP email client of your choice to download and read your Google Apps for Education email.

I tried accessing my account, but it says it is disabled. How do I fix this?

  • Go to the Email Control Panel. Select the box “Use Google Apps.” You will be asked to accept the Google requirements, and then be provided a new Google password. You can then log in with your USP username and the temporary password provided. Remember to go to the settings and set your password to a new, permanent password.


Security and Privacy

What if I forget my password?

  • Visit the Email Control Panel to reset your password.
  • NOTE: This process requires a Network ID username and Network ID password.

Is my Google Apps for Education account secure and private?

  • This service is being provided by the University as the primary email/collaboration system for eligible students. University policies could apply to the service.
  • Google Apps accounts have been customized for optimal educational collaboration. USP has taken steps to ensure that your student data is protected above and beyond a publicly available account. As an organization, Google is currently SAS 70 Type I compliant.
  • Google has promised to uphold a strict privacy policy and to always treat your personal information with the utmost care and security. Read more about Google Privacy & Security.

How do I ensure that my data stays secure when I’m using a shared or public computer?

  • IMPORTANT WARNING: Just closing the Web browser (e.g. Internet Explorer, Firefox, etc.) will not end your session and the next user will have full access to your Google Apps account. Click the sign out button when you are finished using your Google Apps account on a shared or public computer and then close the browser.

Can I access Google Apps from anywhere on the Internet?

  • Yes. Users are encouraged to utilize a University-provided Virtual Private Network (VPN) connection. USP will continue to address specific issues as they arise.


What is the Google Apps email client?

  • Google Apps email client is a Google-powered email service. The service offers 7 Gigabytes of storage for each account.
  • It can be found at
  • To ensure continued mail delivery in the future, you should notify your contacts of your new address and begin to use it as your primary University email address.

How can I reflect a formal name change within my Google Apps account?

  • Students need to formally change their name through the Student Academic Office. USP administrative systems will reflect your change within one business day.

How do I change the “Sent From” name on my account?

Can I send and receive email from other accounts within my Google Apps account?

Can I transfer information from my Hotmail/Gmail/Yahoo, etc. account to my Google Apps account?

  • To transfer information from one account to another, users can either manually forward individual messages to Google Apps accounts or perform a bulk merge

Can I import contacts I already have into my Google Apps account?

How do I set-up vacation messages/auto-forwarding for my Google Apps account?

  • You can create a vacation response in your Google Apps for that will automatically reply to anyone who emails you
  • Forwarding capabilities are also available within your account settings

How do I report junk email or account abuse?

  • Use the Report Spam button to let Google know if you received junk email or a spoofed message.
  • Use the Report Phishing link to let Google know if you have received a phishing message. You will see a red warning message at the top of any emails that are suspected of referencing a phishing site.
  • If you think that your Google Apps mail account has been compromised, contact helpdesk(at) Please include the header of the suspicious message and the entire message text. You should also change your password.

Can I use other email applications to read my Google Apps mail?

  • Yes. POP Access is available. A list of available email clients and associated configuration settings is also available
  • When configuring POP access, be sure to enter in your full Google Apps email address as the user name

Quotas and Size Limitations
How much space do I have for my email and documents?   

  • Email: 7 GB of storage in your email account
  • Documents: You have a combined limit of 5000 documents and presentations and 5000 images.
    • Docs: Each doc can have a maximum size of 500K, plus up to 2MB per embedded image.
    • Spreadsheets: Each can be up to 256 columns, 200,000 cells, or 100 sheets–whichever is reached first. There’s no limit on rows.
    • Presentations: Files in .ppt and .pps formats can have a maximum size of 10MB or 200 slides; files uploaded from the Web can be up to 2MB; emailed files can be up to 500K.
    • PDFs: You can store up to 10MB per PDF from your computer and 2MB from the web in your Docs list, up to 100 PDFs.

Other restrictions may apply. More details can be found at

More Information

Where can I find additional help and information?

USP Chat Service
Lets start: