FAQs

A: A large number of problems called into the Helpdesk can be corrected simply by shutting down the computer and restarting. Please note that logging off is not the same as shutting down. Always reboot the machine before calling the Helpdesk to save your self time. Click the ‘Start’ button and choose Shut Down, then the “Restart’ option.

Q: The Helpdesk line is busy or no one is answering. Should I hang up and call again?

A: NO! Hanging up and calling back causes delays in the Helpdesk staff in assisting users. By hanging up, we get several voicemails a day with no messages that we have to retrieve and then miss live calls. If we do not answer it is because we are assisting others users. You will NOT receive assistance any faster by calling back. Leave a message and we will return your call as soon as possible.

Q: Can I log a request for Help using the Web?

A: Anyone can fill out an online support request on the Helpdesk web page by clicking here.

If you have a St. Kate’s web-email account, click here on User Help Postings, login and choose the menu item, User Help Posting, Create New. This allows you to submit and track multiple requests.

Q: Every time I try to send an email with an attachment I get a "Cannot Allocate Database Object." “Object would exceed disk Quota”, message. What does it mean?

A: This message occurs when you have reached the maximum size that your mail message file can be, and that notes cannot save the email in your sent folder. The email is still sent but the message cannot be saved in your sent mail.

Attachments can take up huge amount of your email space. You could have 1000+ emails that take up less space than one PowerPoint document or picture. If you receive this message go through your inbox, sent mail, and any folders you have created in Notes and detach attachments you need, and then delete the email.

IMPORTANT NOTE: You only ever have 1 copy of an email in Lotus Notes so be careful not to delete an email you want to save in 1 place expecting it to be in another folder.

Q: I am in Lotus Notes and get the message "An unexpected network error has occurred." The application freezes. What should I do?

A: Press the Crtl+Alt+Del keys on the keyboard. Click on the Task Manager button, in the Windows Security dialog box. Highlight the "Lotus Notes" task, then click on the End Task button. In the second dialog box, click on the End Task button. Double click on the Lotus Notes icon to restart Notes. If this does not work, shut your machine down and restart it.

Q: Every time I start Lotus Notes, I get a message about the certification of my ID. What should I do?

A: 1. Choose File - Security - User Security.

Macintosh OS X users: Notes - Security - User Security.

2. Click Security Basics, and then click the Renew button under "Who You Are."

3. Click the Continue button in the "Confirm Renewal" dialog box.

4. Enter helpdesk in the To: field.

5. Click Send.

6. The renewal process is complete when your administrator responds to your request. After your administrator has prepared updated certificates for you, you receive your new certificates by e-mail (open the e-mail, and choose Actions - Accept Certificate),

Q: I want to forward my St. Kate’s email to another email account. How do I do it?

A: Beginning Fall 2003, Faculty, Staff, and Students are no longer able to forward their to other email accounts.