Digital and IT self-help

Guides and information for finding help with minor IT issues can be found in the Knowledgebase in Connect.
For useful info and tips see also the nuggets folder on the all staff Team. 

Tips and solutions 

• Laptop has frozen or is running slow 
  Switch if off and on again. This sounds basic but it can close problems and clears the memory to refresh your machine.
• No network
  If you are at the Main Library or Crawford House then the network tool needs adding or refreshing. If you don’t run this you can’t use Wi-Fi on the dock either. This should have be installed when the laptop was set up but it can sometimes stop working. 
  See the guide to setting the network. And remember to sign-in with username and password (ignore that it says email on screen).
• Eduroam won't connect 
  Try getting your laptop to forget your login. Go to Settings > WiFi > Manage known networks. Find Eduroam and then forget. Go back to the Wi-Fi symbol on the bottom right and choose Eduroam. Log in with username@manchestester.ac.uk (not just your username or email).  
• Global Protect is not popping up / want access to it
  You can open this manually from the program list, either search for Global Protect or you can find it under P for Palo Alto Networks. You can also reach it from the circumflex ˄ on the right of your taskbar (shows hidden icons)
• Cannot access the S drive
  Ensure you have set up Global Protect properly. Sometimes it looked like it worked but it did not. Sometimes Global Protect needs refreshing as it lost access to the network. Right click on Global Protect and then select three lines at the top – choose refresh connection. (see above for how to reach Global Protect). 
• Global Protect is not sending a push notification (no network on phone)
  Create a one-off passcode on your app. This passcode can then be used as part of the login process but entering it after your password separated by a comma (e.g. password,123456).
• Office desktop applications are not working
  Check online at Office.com first as this will show you if it is the desktop apps or your account
• Really cannot fix the problem
  If you cannot sort it then we can help. Please put a ticket into the IT Support Portal (Connect) but use one of the guides so it comes to the Library.
• The laptop is totally dead 
  You can borrow a staff laptop from the Main Library staff room whilst you sort out getting it fixed or replaced. Laptop loans

Admin rights on laptops 

For Windows 11 personal laptops (not shared) you can use local admin rights which is your email address and password. Or you can use ds\username and password. 

Company Portal

Download software from here. On laptops it's the Company Portal and on PCs it's the Software Center. Software on here is already licensed and tested. Please search and test items here before requesting something for us to buy.  

OneDrive

You can set up the OneDrive so it appears on File Explorer (like the P drive) by opening OneDrive on your machine. Find it by typing 'OneDrive' on the bottom left, and open the OneDrive app. You might need to log in first using your email and password. And you can also access it online at Office.com so you can access it easily anywhere on any device.

S drive, shared drives and emails 

Owners of shared areas and mailboxes can add users themselves using The University of Manchester Access Management Interface (UMAMI) portal. Owners can see the current membership, as well as add and remove managers and members in the portal. See more instructions in Connect.

Staff wanting access need to ask the owner or other users of that group rather than a ticket into Connect. 

To set up your S drive: 

• In File Explorer: right-click ‘This PC’ in File Explorer and in the menu select ‘Map network drive’
• Map S drive with address \\ss7a.ds.man.ac.uk\vol7 \JRUL
• Type it into the folder section and tick the box ‘Reconnect at sign-in
• Sign-in with username and password (ignore that it says email on screen).

Sign up for email alerts 

To enable you to keep up to date with IT issues, you can sign up to receive emails alerting you to service outages and issues.

• UML-STUDENT-IT-ALERT@manchester.ac.uk You will receive alerts for issues related to non-Library student facing systems, such as My Manchester.
• UML-ALMA@manchester.ac.uk You will receive alerts for issues related to Alma and Library Search (Primo).

For the general IT Service availability see Help and Support.