RIT
Systems and Technologies

Frequently Asked Questions

Password

How do I change my password?

http://finweb.rit.edu/fast/support/changepassword.html

In order to meet password standards for FAST, your password must meet the following requirements:

Login

Why can't I login to my computer?

There are a number of reasons you may not be able to logon and in many cases you must call FAST Support to unlock/enable your account. Note the error message that Windows gives you when you call us so that we can serve you faster.

Two examples of error messages that require a call to FAST:

"Unable to log you on because your account has been locked out, please contact your administrator"

There are a number of reasons you may receive this error message with the most common being that there are only three failed attempts allowed before the account is locked.

"Your account has been disabled. Please see your system administrator."

Either you have been away for an extended period of time (30 days or more) or the end date on your account has been reached.

"This computer is locked by [Insert Name Here], only [Insert Name Here] or an Administrator can unlock this computer."

Someone was using the computer before you and may have had to leave the computer for one reason or another. This situation can be solved one of two ways. Preferred method: find the person that the message says has locked the computer, have them logon and then logoff. If the person is unavailable and it is an emergency contact FAST Support. With permission from management, it may be possible to log the user off. Caution: info not saved by the previous user will be lost when they are logged off.

"The policy of this computer does not allow you to logon interactively"

In our efforts to continually bring you high quality service and support it maybe necessary to reorganize and streamline operations. This message may be a result but can be rectified by calling FAST Support with username and computer name.

Email

Why can't I get my email?

There may be a problem with your connection to the mail server. The first and simplest step to retrieve your mail is by pressing the "Send and Receive" button located at the top of the Outlook window. This will then force Outlook to re-connect to the mail server and download any new email messages. This may not always work and if this is the case, the "Work Offline" option may have been set. To remove this setting go to "File" option, and if there is a check mark next "Work Offline", click it to remove, and click the "Send and Receive" button again. This should remake the connection to the mail server and download your email.

I'm going to be out of the office and would like to have an Out of Office Assistant setup while I'm away. How do I do that?

To setup the Out of Office Assistant first select "Tools" from the toolbar in Outlook. Click on the "Out of Office Assistant" option. This will bring up the Out of Office Assistant setup screen. Select the button that says "I am currently out of the office" and type what you would like replied to the people who send you emails while you are out of the office.

Somebody is trying to send me an attachment and I keep receiving the email but not the attachment. What's wrong?

Certain attachment types are not allowed by ITS. There is a particular naming scheme that attempts to trick the user into opening an attachment thinking it's of one type when it is actually of another. (For example, "MyMessage.txt.vbs") Attachments with any combination of these extensions will be discarded, along with the message. If they only use one of the extensions, only the attachment will be discarded and the message passed on.

Program

Why can't I install programs on my computer?

With the proliferation of spyware, viruses, and backdoors these days all Finance computers have been locked down to better protect the users using them. Most spyware does not announce itself while it's installing on your machine. If you have a program that you need installed, please give us a call and we'd be more than happy to work with you to have your needs met.

Why can't I install Weather Bug or [other web applications]?

Weather Bug, among many other web applications, actually invites other pieces of software to install themselves on your machine without your knowledge. This leaves your machine open to attacks from outside sources and compromises the security measures put into place to keep users and machines safe.

What Programs can I have installed on my computer?

FAST supports a wide range of software depending on the needs of the department or individual. If there are any additional software packages that are needed it is the responsibility of the requesting individual/department to purchase the necessary licenses prior to scheduling an install with FAST.

Printer

Can I add a network Printer to my computer without calling FAST?

Yes if you know the name of the printer (PR[Your Dept. Code here]##) Then you can select Start Menu, Control Panel, Printers and add A New Printer. Select "A network printer, or a printer attached to another computer" and press next. Select "Connect to this printer (or to browse for a printer, select this option and click Next):" and type in \\finprint\Your_Printer_Name_Here. Click next. If you've entered the name of the printer right you should see a screen asking you if you'd like to make this printer your default printer. Select the appropriate option and click next. If all the information on the following page looks correct click finish and your new printer.

My printer isn't printing, what can I do to fix that?

The first step would be to check to see if the printer has power, or giving you any feedback as to what may be going wrong. Many printers have screens that are able to display small messages depending on what they're doing or what problems they are experiencing. If there are no messages or the printer you are working with does not have a screen, turn the printer off and back on.

If this doesn't work, write the make and model of the printer, what the problems are, and what programs you were using when this occurred-then call FAST Support.

General

Who do I need to call about problems with...?

account used to login to the computer - FAST 475-3278
email password - ITS 475-4357
Oracle Login - Oracle Customer Support 475-4905
hardware - FAST 475-3278
software or installs - FAST 475-3278

Who do I call for recycling information / scheduling of pickups?

Please contact Maven at 585-458-2460 ext 225 to schedule a pick-up. For more information: http://finweb.rit.edu/purchasing/surplus/index.html#electronicrecycling.

I'm not in the FAST Domain but I'm supposed to have access to a network share but can't connect. What can I do?

Call FAST at 475-3278 to access your network shares.

Does FAST support Macintosh or Apple Computers?

No, FAST currently only supports PCs.

Can I use my personal machine at home to access the FINANCE domain?

No, currently only RIT owned machines are approved for accessing the FINANCE domain.

Why does FAST ask new employees to create a Challenge/Response phrase?

The FAST new account creation form contains two fields asking for a challenge and response question and answer. This is intended to assist employees when they have lost or forgotten their password and need to verify their identity over the phone. The structure of a challenge response phrase should be in a question that will be asked by our technical support personnel and answered by the employee.

There are guidelines that should be noted and followed when creating a challenge response phrase to avoid delays in new account creation. FAST will not allow insecure or easily discoverable challenge response phrases and will request a new account creation form to be faxed with a new phrase. The answer should be something that only the employee will know, and not easily discovered. A general principal to follow is to make it as obscure as possible to avoid false representation and access to an employee account. Questions pertaining to information within the public sector such as current street address, spouse's name, make or model of current vehicle, etc should not be used as these can be readily found.