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FAQs

Below are some frequently asked questions regarding IRT services. More answers are also available at AskDrexel.

 

Accounts

I'm new. How do I pick up my first account?

To pick up your first account you need to go to the Computer Accounts Management Service (CAMS) located at https://accounts.drexel.edu.  New incoming freshmen and transfer undegraduates should first visit http://www.drexel.edu/irt/welcome. There you will be asked for your University ID number, your birthday, and either your home zip code or your country if you do not have a residence within the United States (you cannot enter both or the system will not recognize your credentials and you will not get your account information). A few common errors which can occur and their solutions are:

-a message stating that there are no accounts waiting to be picked up

    Your accounts likely have already been picked up. Contact Information Resources and Technology (IRT) in order to get the information you need.

-a message stating that there is no person on file with that combination of University ID Number, birth date, and residency information

    Your student record may not be fully entered into the system yet, or the information was entered incorrectly. Contact IRT to confirm the information we have for you is correct.  If it is, you may need to wait another day for your record to become active.

How do I change my password?

There are several ways a password can be changed, all of which must be done in the Computer Accounts Management Service (CAMS) located at https://accounts.drexel.edu.

If you have forgotten your password, but know your username, other personal information, and have previously set up your security question for the Password Reset Service, you can click on the "Help! I forgot my password" link. (If you have not previously set up this service, you will be prompted to do so. If you closed the Password Reset Service screen without setting up your security question, you will need to call the IRT Help Desk at 215-895-2020 to retrieve your password.)

If you know your username and password but wish to change it, you can log into CAMS and click on the "key" icon to change the password of individual accounts that you own.

If you do not know your username or password, you will need to contact the IRT Help Desk at 215-895-2020.

I've graduated/left the university. How long can I keep my email?

If you have graduated from Drexel you can have access to your Drexel email for two years from your graduation date. Both your official email address and any created personal aliases will remain active during that time. After two years your account will be deleted. Long-term email forwarding is available for your username and your official email address upon request from Information Resources and Technology (IRT). You can also contact IRT if you wish to have your account closed sooner. Upon graduation you will be notified of the official policy. If you have left the school for a reason other than graduation you may keep your email accounts and forwarding for as long as you are "eligible to register". Students are typically eligible to register for a year after the end of the last term you were enrolled. After that time students are required to go through formal admission.

Computers

I'm a student in the College of [Such-and-Such], what kind of computer should I get?


Many programs in a variety of departments have their own specifications in addition to the general specifications IRT provides. For instance, some programs required for Engineering students, such as Pro-E and AutoCAD, require a Windows operating system. Therefore, a laptop PC might be a better choice than a Mac, but a Mac with a copy of Windows installed can be used. Check your College for any special configurations needed.

As a student/employee of Drexel, are there any deals or discounts from hardware vendors through Drexel? If so where can I find them?

Yes. You can access vendor deals and discounts by clicking the "drexel" tab in DrexelOne and clicking your preferred brand for an individual purchase in the "Hardware and Software" section. You can also visit Student and Employee Discounts for Computers for more information about vendors and purchasing instructions.

Drexel Learn

Why can't I log into Drexel Learn?


There are a variety of reasons why you might be unable to log in. One possibility, if it is near the beginning of a term, is that the instructor(s) for your courses might not have released their content to students yet. Another possibility might have to do with browser compatibility or enabling browser cookies. The Tech Support tab in Drexel Learn has a browser checker built-in. Use this to help locate possible issues. If the issue persists or you need assistance, contact the IRT Help Desk ("Report a Problem" link near the top of the page, or call 215-895-2020).

Why can't I find my online courses?


Your courses may still be delivered in different learning management systems. While officially Drexel now has one learning management system, Drexel Learn, your course may have begun in BbVista before Summer 2012. The web address for Drexel Learn is http://learn.drexel.edu; you also can access Bb Vista from that page. Be sure to check both sites for your online course content—both take your Drexel credentials. Also, if it's before the first day of term, you won't see your courses. They become active and display on the first day of the term.

When I log in to Drexel Learn I either don't see my courses or they do not have any content in them. Why?

Courses do not become available until the actual start of the term. If the term has already begun, it is possible that your instructor(s) have not yet posted any content. The instructor(s) decide when to make the course available to their students.

DrexelOne

I can log into DrexelOne without a problem, but when I click the "Review eBill" link, it gives me a blank white page. What's going on?

The eBill page loads a separate window. Make sure that your browser's pop-up blocker is turned off or that you have DrexelOne set up as an exception. Another solution is to hold down the "Ctrl" key while clicking on the link. This should disable the pop-up blocker and open up the eBill page.

Email

How do I configure my email client?

Instructions for configuring email clients are available in the "Email" section of the IRT web site.

How can I get an Exchange account?

Faculty and staff members are the only users who are able to get Exchange accounts. Most faculty and staff members get exchange accounts within a short time after they begin their affiliation with Drexel University. If you are a faculty or staff member and do not already have an exchange account you can fill out a form to request an exchange account. IRT will reply once the account is created. It may take up to 1 day.

My Verizon iPhone won't send Drexel emails, but it can still receive them. Why?

At this time, Drexel's SMTP (outgoing) email server settings are not compatible with Verizon. You might try configuring your SMTP settings with another email provider's settings. For more information, contact the IRT Help Desk at consult@drexel.edu or 215-895-2020.

What does the web-based email client look like?

Over the Summer of 2010 IRT will be migrating to a new web-based email system. The new web-based email system will replace the DrexelOne email and Webmail. View a screenshot of the new client.

Why does mail.drexel.edu stop loading at 68% or have glitches?


You are most likely using a browser version that isn't compatible with Drexel Webmail. For example, Internet Explorer 9 is not yet compatible. Try using Firefox (http://www.firefox.com), which is free to download, instead. Or, you can revert to Internet Explorer 8 until 9 becomes compatible. You can install and use as many browsers as you wish.

How do I set up my Drexel email to forward to my [Gmail, Hotmail, Yahoo!] account?


To forward mail to another email account, first log into the Computer Accounts Management System. Next to the line item for your Drexel email account is a forwarding icon. Click that and then uncheck the "Put it in my ... mailbox" box and instead check the box that says "Forward it to this address." Put the address you want mail forwarded to in the space provided. Finally, click the "Update" button to save your settings.

How can I get a LinkEdu account?

Link.edu accounts such as gLink by Google and eLink by Microsoft Exchange provide a unique partnership that combines Drexel University's technology and integration of strengths with two of the largest information technology companies, Google and Microsoft. LinkEdu provides students with a growing array of services that use the Drexel.edu domain and offers a vast amount of storage – currently 27.5 GB per student – without the cost, and in most cases, without advertisements. All valid users are able to pick up their LinkEdu accounts via the Computer Accounts Management Service (CAMS) located at https://accounts.drexel.edu. Simply login to CAMS with a valid Drexel username and password and click on the "Setup a new account" button next to the LinkEdu account you want, and follow the prompts. The process is much like that of when your first picked up your Drexel accounts. More information can be found at www.drexel.edu/linkedu.

Managing Lists

What methods of authentication are available for mailing lists?

Authentication

All messages to ListServ and all postings to ListServ lists require authentication, with the exception of lists configured for open subscription and/or unmoderated posting. The method of authentication is among the parameters chosen by the owner and set up by IRT at the time of list creation. Authentication can be either by confirmation or by password. Confirmation is the method most commonly used at Drexel and MCP Hahnemann universities.

Authentication by confirmation

When you send a command to ListServ or a posting to your ListServ list, ListServ compares your exact email address to its authorized list of list owners, list editors, or subscribers. If your email address matches exactly and you are authorized for the function you are attempting, ListServ immediately sends you a confirmation request. Use the Reply feature in your email client; if the text of your message appears, Delete it; completely empty the content of the message body, including signatures, and type OK in the text field; click Send to send the message back to ListServ. You're done! ListServ inserts a coded message number in the Subject line, so be sure you do not delete or alter the Subject line in the confirmation message.

In the Drexel system, the above confirmation method of authentication will ordinarily be used with all commands to ListServ and with all messages to ListServ lists. If you do choose to use a password (see next section), that process replaces the confirmation and no confirmation request will be sent to you.

Authentication by password

The alternative method for authenticating your commands to ListServ and messages to ListServ lists is with a password. The password, when used, must appear at the end of the first line of your set of commands in the form pw=yourpassword, where yourpassword is the code you have chosen (see next section).

How do I set my ListServ password?

Setting up your password

If you expect to use a password for any ListServ functions, then your first action after receiving your list name is to set up your password. You will use this password in your command messages to ListServ to authenticate your commands. To set up your password with ListServ, send an email to listserv@lists.drexel.edu with the following command: pw add newpassword

where newpassword is the password you have chosen to manage your ListServ list(s). Do NOT use your email password or any other secure password for this purpose; you will frequently be sending this password as plain text with your messages to ListServ. There, it can easily be read by a malicious hacker.

If you forget or need to change your ListServ password, send an email to listserv@lists.drexel.edu with the following command: pw reset

ListServ will send you an email to confirm this command. Reply to this email; Delete the text, if any, and type OK and Send it back to ListServ. This deletes your old password. You can then set a new password using the pw add newpassword command described above.

How do I populate my mailing list with members?

From Classlist

Return to http://www.drexel.edu/classlist/ and follow the instructions to populate your list with all the members of your class.

Using your own separate list

Once you have a list of addresses in an Excel spreadsheet or a plain text list, you can send an email to listserv@lists.drexel.edu from the email account used in setting up the list. To subscribe people to your list, you use the add command.

To add one user at a time, the command is thus: add listname username where listname is the name of your list (the string that comes before "@lists.drexel.edu"), and username is the email address (of the form userid@domain.name) of the person being added. Authenticate by confirmation (or use your password). The user will be notified of their subscription.

To add a large number of users, the format is thus:

quiet add listname dd=ddname import
//ddname dd *
userid1@host1.com
userid2@host2.com

useridn@hostn.com
/*

where “quiet” is an optional parameter that, when included at the beginning of the first command, will NOT notify the users that they have been subscribed. If you use the quiet parameter, it should appear exactly as it does in the above command. Listname is your list's name (before the @ sign of the list address), and ddname is a temporary name to identify the list of addresses. Authenticate by confirmation (or use your password).

Populating a list: What to do if ListServ asks you to supply the Full Name for the username you have added


If the username was already subscribed to another list with the Full Name, ListServ will supply the Full Name of the user when you subscribe it to the current list. If the Full Name does not already exist in association with the username, ListServ will ask you for the Full Name. You may supply it by using the following format for the add command:

note: All italicized text in the commands only denotea modifiable portions of each command.

add listname username Full Name

where Full Name is at least two words separated by a space.

Or, you may decline to supply the Full Name by using the following format for the add command:

add listname username *

Alternatively, you can use the following format (the bulk add command) for adding many users at once. This format does not demand the Full Name:

quiet add listname dd=ddname import
//ddname dd *
userid1@host1.com

/*


Populating the List: What to do if ListServ appears to truncate your command line before the end

ListServ limits the length of any command line to about 80 characters; longer lines will "wrap" and the wrapped segment will not be read as part of the line. Instead, “wrapped” sections will be read as a new command line and will often cause errors. Also, certain illegal characters (notably "/") will cause ListServ to truncate the line. To add long addresses or addresses containing the "/" character, use the following format:

All italicized text in the commands only denote modifiable portions of each command.

quiet add listname dd=ddname import
//ddname dd *
userid1@host1.com
/*

To delete a username that is too long or contains illegal characters, use the following format:

quiet delete listname dd=ddname
//ddname dd *
userid1@host1.com
/*

All italicized text in the above commands only denote modifiable portions of each command.

Phone

How do I get a new phone?

Students are provided jacks in their dorm rooms but they are required to provide their own phones. Faculty and staff members can request a new phone on IRT's phone request page, or by contacting Information Resources and Technology (IRT) at 215-895-2020 and selecting the "Desktop and telephone Support option (#5) and then you will speak with the Telecom division of IRT.

How do I set up voicemail?

Instructions for setting up voicemail are available in the Network / Phone / TV section of the IRT web site.

Sending Messages

How do I send messages to a Broadcast List?

For a Broadcast list: Messages may be posted only by the list owner or list editor(s). From the account used in setting up the list, send an email to:

listname@lists.drexel.edu

where listname is the exact name of your list. Put the text of your message in the message body of the email and an appropriate subject heading in the subject field. When you send the message, immediately check your incoming email. If the list was set up to request confirmation, ListServ will ask you to confirm the message you have just sent. Use the Reply feature in your email client, Delete the text of the message if any is shown, type OK in the message body, and click Send. Your message is now authenticated by your email address and will be distributed to subscribers on your list.

How do I send messages to a moderated private Discussion list?

For a moderated private Discussion list: The member (subscriber) to the list sends a message from the exact email address subscribed to the list to:

listname@lists.drexel.edu

where listname is the exact name of the list. The subscriber should put the text of the message in the message body of the email and an appropriate subject heading in the subject field. ListServ will send a copy of the message with a confirmation request to the moderator (list owner or list editor). To post the message to a moderated list, the list owner/editor will Reply, Delete the message body in any text is present, type OK and click the Send button. The sending procedure is the same for an moderated public list except that anyone can send a message to the list.

How do I send a message to an unmoderated private Discussion list?

For an unmoderated private Discussion list:

The member (subscriber) to the list sends a message from the exact email address subscribed to the list to:

listname@lists.drexel.edu

where listname is the exact name of the list. The sender should put the text of the message in the message body and an appropriate subject heading in the subject field. The message will be posted directly to the list unless the list or the sender has been configured to request confirmation. The sending procedure is the same for an unmoderated public list except that anyone can send a message to the list.

Software

What free software is available to Drexel Students, Faculty, & Staff?

Drexel provides a secure server that students, faculty members, or staff members who are affiliated with Drexel can connect to and download academic software they need. This server is accessed via a website and requires users to login with their Drexel University domain id and password in order to distribute University-licensed software in compliance with the vendor's license agreements. The type of user determines the software that is available.The server uses SSL encryption to ensure the security of your username and password. The correct login format on the Windows platform is your username including @drexel.edu and the domain password. If you have trouble accessing the site you should contact Information Resources and Technology (IRT).

Here is a selection of what software is available, based on user status:

Available to Students

  • Bentley
  • Cisco AnyConnect VPN
  • EndNote
  • HyperChem
  • Impatica
  • Maple
  • Matlab
  • SPSS
  • SophosAV
  • And more...

Available to Faculty/Staff

  • Adobe Products
  • ArcGIS
  • Hyperion9
  • MS Office
  • SophosAV
  • Visual Studio
  • And more...

How do I get free software?

Visit the IRT software page to access the software server (https://software.drexel.edu). The correct login format on the Windows platform is your username, userid@drexel.edu, and your Drexel domain password.

I downloaded software from the free software site, but when I go through the installation it asks for an authorization or registration code. Where can I find this code?

If you see the "important_license_info.txt" or a similar .txt file on the download page for the software, please make sure you click on this, read through it, and copy or print it. This file provides you with all of the information you will need to properly install the software, including any authorization or registration codes.

How do I get Windows on my Mac?


If you choose to purchase a Mac (personally for students or through faculty refresh for faculty/staff) but need Windows for applications specific to your major, students will need to purchase a copy of Windows from Microsoft at http://www.microsoft.com/students or from JourneyEd via DrexelOne. Faculty/staff members can request Windows 7 Enterprise and Bootcamp help from IRT by contacting the Help Desk at 215-895-2020 or desktop@drexel.edu.

You'll need partitioning software such as Bootcamp, Parallels, or VMWare Fusion to partition your computer's hard drive to install another operating system.

I'm a Drexel employee. How do I install Sophos Endpoint Protection?


If you are logged into the Drexel domain, your Windows computer will be automatically updated from Symantec to Sophos. The Sophos installation will uninstall Symantec for you.

For the automatic update to begin, however, you will need to reboot your computer and log in to the Drexel domain. Rebooting your computer is required for continued virus protection.

As IRT moves from department to department in the University, we are sending out emails to affected faculty and staff with instructions for them to reboot their computers.

The installation can take up to a half-hour to complete. During this time, you may continue your work as usual.

Note: The Sophos installation is “quiet”; there is no installation wizard to accompany the process. During the installation, you might see an “error” message informing you that a reboot is required. This is normal--please reboot your machine at this time. Please also note that you might see a pop-up window stating that your computer is unprotected. This is also a normal part of the Sophos installation.

Once the installation completes, a new icon (a white shield with a blue “S”) will appear in your taskbar. Please give this icon up to a half-hour to appear, then reboot your computer again to finish the installation process.

If you are running a Windows computer on which you do not log into the Drexel domain, or if you are using a Mac, you can download Sophos from the Faculty/Staff folder on the software site. Please contact the IRT Help Desk (215-895-2020 or consult@drexel.edu) if you need assistance.

I'm a student. How do I install Sophos Endpoint Protection?

Versions of Sophos for undergraduate, graduate, and medical students are posted on the software site. Please choose the appropriate link for your current student role, and then download the installer. The Sophos installation will uninstall Symantec for you.

Note: The Sophos installation is “quiet”; there is no installation wizard to accompany the process. During the installation, you might see an “error” message informing you that a reboot is required. This is normal--please reboot your machine at this time. Please also note that you might see a pop-up window stating that your computer is unprotected. This is also a normal part of the Sophos installation.

Once the installation completes, a new icon (a white shield with a blue “S”) will appear in your taskbar. Please give this icon up to a half-hour to appear, then reboot your computer again to finish the installation process.

If you have any questions or concerns, please email security@drexel.edu or contact the IRT Help Desk in the Korman Center at 215-895-2020 or consult@drexel.edu.

Why can't I find Microsoft Products on the Software Server?


Drexel University has phased out free student access to Microsoft software including Office (but excluding Dreamspark, which students can still download for free). After October 2011, students will need to own their own copy of Office, which they can purchase from JourneyEd, through DrexelOne, at educational pricing. Also, if you are buying a new computer, you may be able to select to include Office with your purchase from the vendor.

Are Alumni allowed to access and download Drexel's licensed software?

Only currently enrolled students and currently employed faculty/staff are allowed to access and download Drexel's licensed software.

Support

What browsers do Drexel services support?

SUPPORTED BROWSERS

 Internet Explorer 8   Internet Explorer 9   Firefox 9   Firefox 10    Safari 5  Google Chrome 
Webmail Yes Yes Yes Yes Yes Yes
Outlook Web Access Yes Yes Yes Yes Yes Yes
DrexelOne Yes Yes Yes Yes Yes Yes
Bb Vista Yes Yes Yes No Yes No
Blackboard Yes Yes Yes No Yes Yes
SharePoint Yes Yes Yes Yes Yes Yes
Bannerweb Yes Yes Yes Yes Yes No
Hyperion Yes No No No No No
Nolij web  Yes* No No No No No
Banner INB Yes No No No No No

*Use JRE 1.6.0_23

Does Drexel IRT have access to online training modules for basic computer skills?


Many software developers provide online tools that are free to the public. Microsoft has video tutorials and other learning aids for learning its Office programs at http://office.microsoft.com/en-us/support. Adobe Systems has free instructional videos and podcasts for its Adobe Photoshop and other programs at http://tv.adobe.com. And, if you just purchased a new computer, you can get a guided tour of the operating system from Microsoft for Windows 7 at http://windows.microsoft.com/en-US/windows7/help.

What should I do if my computer gets a virus?


There are several things you can try to clean out the virus before resorting to deleting and reinstalling your operating system (known as reformatting).

  1. First, try scanning your computer with your current anti-virus software, if possible. If the scan detects the virus, quarantine and remove it to see if that fixes the issue. If necessary, boot into Safe Mode before attempting to scan your computer. You might also try scanning with ComboFix.

  2. Next, try scanning your computer with anti-malware programs such as Malwarebytes or Spybot: Search & Destroy. Sometimes, the problem might be associated with a virus that "piggy-backed" on a piece of malware, or it might be the malware itself causing the issue. After scanning, quarantine/delete any infected files.

  3. If you or your anti-virus software have been making regular restore points (saved settings from when your computer was functioning normally), you might try restoring your computer (Windows Vista and 7 instructions and Windows XP instructions) to the last known good configuration.

  4. When all else has failed, it might be time to reformat. The IRT Help Desk, located in the Korman Center, can help you do so.

Wireless

How do I get on Drexel's wireless network (Dragonfly)?

DragonFly3

DragonFly3, where available, is the preferred network for all users. It provides access to the fastest and most secure wireless networking available. DragonFly3 uses your user-id and password to grant access so there’s no need to register your wireless card like was needed with the old DragonFly. DragonFly3 uses the second generation of WiFi Protected Access (WPA2) to secure the network. Linux, MacOS, and Windows all support WPA2. Please see the detailed instructions to connect to DragonFly3.

If you are having trouble connecting to dragonfly3, you should connect to either dragonfly or dragonfly2 instead.

DragonFly and DragonFly2

Cell phones, game consoles, and handhelds may lack the latest security protocol needed for DragonFly3. Those devices may continue to use DragonFly or the more secure DragonFly2. Please see the detailed instructions to connect to DragonFly and DragonFly2

Web

How do I set up a personal webpage on Dunx1?

To set up a personal webpage on Dunx1, you first must pick up your Dunx1 account. This can be done by logging in to the Computer Accounts Management Service (CAMS) with a valid Drexel username and password and clicking on the "Setup a new account" button next to "To set up an Academic Unix account click here:" and following the prompts. Once you have created your Dunx1 account you then have to change the Academic Unix link from shell to C- shell then put in your credentials to make the change. Then you have to download an FTP client from the Software Site (software.drexel.edu). If you have a Mac OS machine download Fetch, if you have a Windows PC download SSH. See our dunx1 page for more information.

Do DUNX1 accounts support anything like PHP/MySQL?

Unfortunately, no. DUNX1 is mainly for storage, HTML-only Web pages, and access to program language compilers.