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Staff & Faculty FAQs

On this page you will find answers to the most frequently asked questions our IT services staff hear. Many technology-related issues can be easily fixed by following these simple steps:

  1. Is the computer plugged in? Check the cords to see that they are in tight.
  2. Has the phone/modem/Ethernet cord become disconnected? Unplug and re-plug in the phone/modem/Ethernet cord at both ends. When you re-plug it in, you should hear a "click" indicating that it is in all the way.
  3. Have you restarted your computer? Try closing out of all open programs and shutting down the computer. Wait 30 seconds and reboot. Many times this reboot will fix whatever problem you were experiencing.
  4. If you have tried each of these suggestions and cannot find the answer to your question among the list below, contact IT Services (453-3401), and we will be happy to assist you.

Can I change my email or calendar password?

Passwords for our campus calendar and email programs are set by the network administrator and cannot easily be changed. If you have forgotten your password, contact the IT Services Helpdesk (453-3401), and our staff will re-set it for you.

How do I set up a dial-up account?

First, make a request via the IT services Helpdesk. (Paper copies of the request form are available in the IT Services Offices in the basement of Kriegbaum Hall). Once your request has been processed, select the appropriate set of instructions from the following links:

I keep getting the dial-up message, "Cannot authenticate password," but I know my password is correct--I have it saved to my computer! What is the problem?

If you have saved your dial-up password to your computer and, for whatever reason, it was not authenticated on the first attempt to connect, the computer won't remember the password on subsequent attempts. Simply re-enter your password and make a fresh attempt to connect. If you don't know your password (after all, that's why you saved it to your computer), simply close out of the connection window and then start over. If you still have trouble, contact IT services by calling 453-2254 and one of our friendly staff will assist you.

I received an email message telling me I should delete a teddy bear icon from my computer. Should I?

No! This message, like many other Internet hoaxes, is designed to convince readers to waste time reading the email and then convince them to cause unnecessary damage to their own and/or other people's computers. Hoaxes like this one often encourage readers to delete files or to forward the message to others. If you get an email directing you to take action (especially if it tells you to forward it to others), think twice before doing so. Below you will find a list of websites which expose Internet hoaxes and urban legends:

Note: If you receive an email which leaves you unsure of how to respond, and you have already checked the sites above, feel free to contact the IT services team at Helpdesk or 453-3401, and we will assist you in authenticating it.

When I tried to open a PDF file, a program called Windows Journal Viewer tried to install itself--now I can't make Windows Journal Viewer go away, and I can't open the PDF file. What should I do?

The following steps will walk you through the process of using Task Manager to close the program, and then Add/Remove Programs to remove it from the program list:

  1. Hold down the Ctrl + Alt + Delete keys all at the same time.
  2. When the dialog box appears, click the Task Manager button.
  3. When the Task Manager window appears, select (highlight) Windows Journal Viewer, and then click the End Task button.
  4. Click the Start button (in the lower left corner of your screen), drag the cursor up to Settings, and then click to select Control Panel.
  5. When the Control Panel folder opens, click to select Add/Remove Programs.
  6. Find Windows Journal Viewer among the list of programs, make sure it is selected (highlighted), and click Remove.
  7. Once the program has been removed, click the X in the upper right corner of the window to close Add/Remove Programs and resume work as usual.

I am an on-campus Macintosh user, and I am having trouble printing. Any tips?

Campus Mac users: If you're unable to print, make sure you have an active network connection. (Open your web browser; can you see the Internet?) If you are connected to the Internet, go to "chooser" and select the printer icon on the left (usually Laser Writer 8). A list of printers should appear at the right. Select your printer. If a list of printers does not appear, contact IT services (453-3401) for assistance.

As an employee of Fresno Pacific University, am I eligible for discounts on software for personal use?

While our staff are not aware of local vendors offering discounts on technology equipment, software is available to FPU faculty and staff at significantly reduced cost via the Academic Superstore web site: http://www.academicsuperstore.com. Additionally, students can purchase at a discount at CollegeBuys.org: http://collegesoftware.org.

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