FAQ
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I get a 'no signal input' message, what do I do?
1. Check the Connections: Make sure all cables are securely connected to both the monitor and the computer. This includes power cables and video cables (HDMI, DisplayPort, VGA, etc.). 2. Switch Inputs: Ensure the monitor is set to the correct input source. Use the monitor's menu buttons to cycle through the available input options. 3. Restart Devices: Turn off both the monitor and the computer. Wait a few seconds, then turn them back on. 4. Try Different Ports/Cables: If possible, use a different cable or port to see if the issue is with the cable or port.
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My printer is printing smudged/distorted pages?
When printing on nontraditional paper your printer may experience smudges, un-even or crooked text, and/or text that runs off the edges of the paper. Your printer may be printing fuzzy, blurry, and/or other faint text because of dirty print heads. All modern printers have some type of printer cleaning, self-test, and/or diagnose mode that can be performed to check and clean the printers print heads and other internal equipment used to print.
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How do I determine my computer's name?
I.T. might request the PC Name when troubleshooting your issue please use below process to find your PC Name. Open Windows Explorer Right-click Click Properties. In the Properties window, you will see Device Name.
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How to Clear Web Browser Cache and delete Browsing cookies?
There are several benefits to clearing your browser’s cache and cookies: Regularly clearing cache and cookies helps protect your personal information from unwanted access. Accumulated cache and cookies can slow down your browsing experience, so clearing them out gives your browser a fresh start. If you’re experiencing issues with websites loading or can’t sign in after a password change, clearing cache and cookies often resolves these problems. Clearing your browser’s cache and cookies can help improve your browsing experience. Here’s how to! Google Chrome Link : Clear, enable and manage cookies in Chrome - Computer - Google Chrome Help Firefox Link : Clear cookies and site data in Firefox | Firefox Help (mozilla.org) Microsoft Edge Link : Delete cookies in Microsoft Edge Safari Link : Manage cookies and website data in Safari on Mac – Apple Support (UK) If you are using a different web browser , try searching on google your web browsers name followed by "... how to clear cookies ". Most web browsers have a support portal with this kind of information freely accessible. If you're having issues finding this information email us at itservicedesk@rgu.ac.uk and we can look into it for you!
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Find Your Device MAC Address:
Here are some guidelines on popular devices on how to find your mobile devices MAC address. iOS From the home screen, open Settings. Select General. Select About. Scroll down to Wi-Fi Address - this is your device's MAC address. Android Open the Settings menu. Scroll down and select About phone. Select Status (or Hardware information). Scroll down to Wi-Fi MAC address - this is your device's MAC address. Windows Phone (version 7 or higher) From the Windows Phone home screen, swipe left to reveal more icons. Scroll down and tap Settings. Scroll down and tap About. In the About screen, tap More Info. Windows 10 To find the MAC on a Windows 10 laptop, choose one of the options below. Option 1: Open the Network and Sharing Centre Choose Local Area Connection Select Details See Physical Address Option 2: Search "network connections" in the taskbar and select "View network connections."(Or navigate to Control Panel > Network and Internet > Network Connections). Right-click on your network connection and select "Status." Click the "Details" button. Locate the Physical Address. The value for the physical address in the Network Connection Details window is your MAC address. macOS To find the MAC on a macOS, choose one of the options below. Option 1: Select System Preferences from the Apple menu at the top left of your screen. Click Network from the System Preferences window. Choose Wi-Fi from the list of interfaces on the left and click the Advanced button. Choose the Hardware tab under which you will see the MAC address of your wireless card. Press Cancel to return to the Network menu. Choose Ethernet from the list of interfaces on the left and click the Advanced button. Choose the Hardware tab under which you will see the MAC address of your Ethernet card. Option 2 Launch Terminal from the Applications: Utilities folder. Type ifconfig into the Terminal window and press the Enter/Return key. You will be shown data on all your interfaces. On systems with both an Ethernet and wireless connection, en0 will be your Ethernet interface and en1 will be your wireless interface. A MAC address will be shown for both en0 and en1 and likely labelled as "ether". On systems with just a wireless connection, en0 will be your wireless interface. The MAC address for en0 will likely be labelled as "ether".
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Alumni Access to RGU Systems, what you need to know.
If you have graduated or are about to graduate, here is some of the information that you will need to know about your student IT account. Your current IT student account will be changed to Alumni status 90 days after your course end date and you will no longer be able to log into most of the RGU services including: - Library MyRGU App Access to Apps (including MyApps/Citrix) RGU: Print Services Interactive Web Services (IWS) Office 365 (All subscription services but not including E-Mail) Moodle You will still have access to your RGU Email account: (Per the usage policy - Alumni Benefits & Services | Supporting Our Alumni | RGU) For information on Library services for alumni, please see External Membership Types - External Membership Types - LibGuides at Robert Gordon University (rgu.ac.uk) H drive will be deleted with no recovery option. If you had access to an R: drive (Research Student) the data on this drive will not be affected. However, if your R: drive is found to be a ‘dumping’ ground for mp3, mp4, photos, etc. these will be removed forthright. On-site at RGU Campus: - No Wireless access No access to any computers
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General Cybersecurity Advice
Below are different categories relating to Cybersecurity that may be of interest to anyone looking to understand how better to defend themselves in regards to their IT Security. While most of this information relates to your RGU Account, this information can easily be transferred to your personal accounts and how to keep those secure also. Account Security Keeping your account secure is one of the most important tasks, as losing access to this can cause widespread havoc not only for yourself, but other students and the University as a whole dependent on what the attacker does with the account. Tips to keep your account secure : 1 - Create a suitable password RGU has strict rules on what a password requires before it can be added, this info can be found here : Password Manager | RGU A good rule for Password Creation is the "Three Random Words" rule. Info on this can be found here : Three random words - NCSC.GOV.UK 2 - Never Share your password with anyone, not even us! We will never ask you to send over your password for any reason, if you receive any contact from anyone claiming to be a member of the RGU Team and they request your password this is likely an someone attempting to maliciously access your account. Please report this to ITServiceDesk@rgu.ac.uk 3 - Try to avoid using the same password across different accounts While it's most definitely easier to share passwords, the issue comes when one of these accounts becomes compromised. If an account from 5 years ago on a different website has it's data leaked, your accounts now that use the same email and password are now at risk. This is one of the top ways that Malicious actors gain access to users accounts these days. This is where something like a Password Manager may be useful for some people, however this comes with other issues also. More info can be found here : Password managers: using browsers and apps to safely store... - NCSC.GOV.UK 4 - Enable Multi-Factor Authentication RGU Accounts by default require the set up of a two form authentication on the account, this is normally an app on the phone as one form of authentication, and a mobile phone number for the second form of authentication. Info on how to set this up can be found here : Multi Factor Authentication - registration : IT Service Desk (rgu.ac.uk) The reason this helps, is that even if someone gained access to your password, they would be stopped from logging in as it would require codes from either an app or a code that's text to your phone. Email Cybersecurity A Common way to gain access to Information or systems is through the use of email. While it's almost impossible for you yourself to stop malicious emails reaching you ( That's our Job ! ) there are steps you can take if an email ever comes through that seems suspect. 1 - Review who the email is coming from If an email states that it's coming from Amazon, RGU, your bank or any other service check the email address that it's coming from. Does it look like it's coming from that sender? For example an email from an RGU Lecturer will have the RGU Domain name at the end "@RGU.AC.UK". However if someone is claiming to be your bank, and the email is coming from a GMAIL or iCloud email address. This is most definitely phony This isn't always the case however, as some more well practiced attackers are able to create/mask their sender emails to look more like legitimate senders. They may also use already compromised accounts to seem more legitimate by sending from within the domain. 2 - What are they asking from you? How are they doing it? Most legitimate emails that want something from you tend to do so in a calm and relaxing manner. They tend to provide some information to confirm that they are legitimately who they are and almost never request that you login directly through a link they send you ( Even though they may provide the link to do so ). They will also provide clear next steps , and plenty of contact information should you require it. Malicious emails usually try to scare you in some way, to make you react quickly out of fear rather than give you time to think rationally about something. They will push you through using a link through the email rather than going directly to the website. 3 - Never Click on a link or open an attachment from an email that you don't trust 100% If you get an email through that requests you go through a link to sign-in / Confirm something. Unless you are expecting an email like this ( Such as a password reset ) never click on the link directly through the email. Should it be asking you to login to your account to update information, instead go directly to the site through a web browser and login there and make the changes as required. If the email is asking you to access an attachment such as a PDF or Word document, never download these unless you're expecting some documentation from the sender. These are some smaller simple steps that Students and Staff can take to make sure they are as secure as possible while with us. We understand however that not everyone is going to understand 100% what it is you should do in every situation. If something happens with your RGU account such as you believe it to have been compromised or you have received a fishy email and would like advice on it please email us as itservicedesk@rgu.ac.uk or post a ticket on our help portal here : https://itservicedesk.rgu.ac.uk/ Further information on Security : Cybersecurity Information | Knowledge Base | IT Service Desk (rgu.ac.uk)
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Minimum Laptop and Mobile Phone Specification for RGU WiFi Eduroam
Windows Laptops Mac Laptops Operating System: Windows 10 Minimum Processor i5 Minimum Screen Size: 14 inches Memory: 8 GB SSD Size: 250 Gb, preferably more Wireless connectivity Camera, microphone and speaker Anti-virus/anti-malware protection Operating System: Apple iOS 10.13 (2017) or later ^ Minimum Screen Size: 14 inches Memory: 8 GB SSD Size: 250 Gb, preferably more Wireless connectivity Camera, microphone and speaker Anti-virus/Anti-malware software These are the supported software versions for different operating systems for use with Eduroam Wifi, if your device OS is older it won't support the encryption therefore can't connect to Eduroam. Android The following Google Android versions have been validated with Cisco ISE: From Google Android 7.x (2016) and up Example devices validated by Cisco Device Model Android Version Google Pixel 3 10 OnePlus 6 10 Samsung Galaxy S9 9 Google Nexus 6P 8.1 Huawei Mate Pro 10 8 Apple iOS The following Apple iOS versions have been validated with Cisco ISE: Apple iOS 11.x (2017) and up Example devices validated by Cisco Device Model iOS Version iPhone X iOS 13 iPhone 8 iOS 12.3 iPhone 7 iOS 13.2 iPhone 6 iOS 12.6 iPhone 5s iOS 12 Apple macOS Apple macOS 10.13 (2017) and up. Windows Windows 10/11
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Set the default audio playback device when using a USB-C Dock
In the search next to the Start button at the bottom left type Change system sounds. Click on the Change System Sounds Control Panel as below Select the Playback tab, select your playback device, and then click Set Default. If only one playback device is listed, it is set to automatically default. With the default playback device selected, click OK. RGU IT and Digital Service Catalog Portal: Support : IT Service Desk (freshservice.com) https://itservicedesk.rgu.ac.uk Tel: 01224 262777
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Teams Telephony Guide
See the FAQ guide in the link below Teams Telephony (sharepoint.com)