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Frequently Asked Questions

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HelpDesk

  1. What is the SJC Acceptable Use Policy?

    View Acceptable Use Policy

  2. How do I use my voicemail?

    Download the VoiceMail guide (word download)

  3. Why won't my password work?

    There are 3 reasons why you get the incorrect password error:

    1. The incorrect username is in the box.
    2. You are mistyping your password.
      • If you have numbers in your password, be sure that the NumLock key is on
      • Passwords can be case sensitive-make sure that the correct case is chosen (Look out for the Caps Lock key!)
    3. Your password has expired.

    Before you type in your password, make sure the username is your username and not someone elses'. Remember, your password is the only password that will work with your username.

    As a note, You now have the ability to reset your own password from the MYSJC Home Page. Simply go to this link: http://www.sanjuancollege.edu/MySJC and click on the hyperlink on the right side of the page that says Password Reset / Recovery Center and follow the prompts.

  4. How do I access network files from off-campus?

    To access your files from off campus, you will need to be on a computer connected to the internet.

    1. Type in the URL: https://webdata.sanjuancollege.edu/users/username (replace username with your SJC network username). You will see a list of your files and folders. These files can be dragged to your local computer or opened by double-clicking them.

    Please note: You can not save files back to the server through a Web browser.

    To save files to a web folder on Windows 2000 or Windows XP:

    1. Double click My Network Places on the desktop Select “Add Network Place”. Click Next.
    2. Select “Choose Another Network Location” and click Next.
    3. Type in the https://webdata.sanjuancollege.edu/users/username (replace username with your SJC network username) and click next. Type in a name and click Next. Click Finish.
    4. You should now see your documents open up as a folder. When you want to save a document to this folder click Save As and select “My Network Places,” double click on your new Network Place, and then click save.
    5. Your document will now be available on your file share at work as well as through this URL.

    To save files to a web folder on Windows Vista:

    1. In “Computer” Right-Click an open area on the right side of the Window, then select “Add a Network Location”.
    2. The “Add Network Location Wizard” will appear. Click “Next”.
    3. When asked, “Where do you want to create this network location?” select Choose a custom network location. Click “Next”.
    4. When asked to “Specify the location of your website” in the Internet or network address field, enter https://webdata.sanjuancollege.edu/users/username (replace username with your SJC network username), then Click “Next”.
    5. Enter your User Name and Password when prompted (you may be prompted up to FOUR times. Just enter your ID and password each time and the fourth time it should work).
    6. When asked, “What do you want to name this location?” enter a label of your choosing (for instance “My H Drive Online”). Click “Next”.
    7. When you see “Completing the Add Network Location Wizard” Check the box “Open the network location when I click Finish” and Click “Finish” (it may take some time for the Web Folder to open the first time).
    8. A Network Location has been created in the “Network Location” section of Computer with the label you choose. (Hint: You can Right-click the Network Location and select “Send to… Desktop” to create an additional shortcut on your desktop).

    To save files to a web folder on Windows 7:

    1. In “Computer” Right-Click an open area on the right side of the Window, then select “Add a Network Location”.
    2. The “Add Network Location Wizard” will appear. Click “Next”.
    3. When asked, “Where do you want to create this network location?” select Choose a custom network location. Click “Next”.
    4. For ”Internet or network location” enter https://webdata.sanjuancollege.edu/users/username (replace username with your SJC network username).
    5. Click “Next”.
    6. Enter your User Name and Password when prompted.
    7. When asked, “What do you want to name this location?” enter a label of your choosing (for instance “My H Drive Online”). Click “Next”.
    8. When you see “Completing the Add Network Location Wizard” Check the box “Open the network location when I click Finish” and Click “Finish” (it may take some time for the Web Folder to open the first time).
    9. A Network Location has been created in the “Network Location” section of Computer with the label you choose. (Hint: You can Right-click the Network Location and select “Send to… Desktop” to create an additional shortcut on your desktop. You can also do this for one or more specific folders inside your My Docs Online web folder).

    If you have any questions or difficulties with your email, please call the Help Desk at 505-566-3266 (on campus, simply dial extension 3266) or email us at helpdesk@sanjuancollege.edu.

  5. How do I access my email from off campus?

    Accessing Email from Off Campus

    To access your email account from off campus, you can use Outlook Web Access. To access the SJC Outlook Web Access from any Internet Browser (Netscape or Internet Explorer) type in this address in the Location or address window https://email.sanjuancollege.edu or simply go to the San Juan College Home Page www.sanjuancollege.edu, click on Faculty & Staff and then go to Web Email.

    1. At the “Log On” window, type in your username, your password and then click on Log In to connect.

    The Outlook Web Access Interface provides many of the same basic functions as the regular Outlook Utility such as email, personal calendar and contact information.

    To read email messages, simply double-click on the bold message. To delete a message, highlight the message and then click on the “X” in the menu bar. To compose a new message, click on “new” and choose message.

    Once you have created your message, click on Send. To add an attachment, click on the Attachment button and then browse for the file that you will to attach to your message. To find an email address, simply click on TO: button and type in the name of the person that you are looking for in the window that asks for a display name. You will also be able to add appointments to your personal calendar by clicking on the Calendar folder.

    If you have any questions or difficulties with your email, please call the Help Desk at 505-566-3266 (on campus, simply dial extension 3266) or email us at helpdesk@sanjuancollege.edu.

  6. How do I use the Outlook 'Out of Office' auto reply function?

    Outlook

    1. To automatically reply to incoming messages while out of the office, Open Microsoft Outlook.
    2. Choose Tools
    3. Click Out of Office Assistant.
    4. Click on " I am currently Out of the Office".
    5. In the AutoReply, click on "only once to each sender" with the following text box, type the message you want to send to others while you are out.

    WebAccess

    1. To automatically reply to incoming messages while out of the office, log into Microsoft Outlook Web Access.
    2. Choose Options. The top option is Out Of Office Assistant.
    3. Click on the radial button for "I am currently Out of the Office".
    4. Type in your message.
  7. How do I use the Outlook Web Access?

    To access the SJC Outlook Web Access, from any Web Browser, (if you are off campus) type in the address https://email.sanjuancollege.edu. If you are on campus, but not at your machine, type in http://email/exchange.

    1. At the "Log On" window, type in your User name and then click on the appropriate area to connect.
      • In some instances, you may have to put in your entire name. For example John Doe - add a space between your first and last name)
    2. You will now receive another window asking for a User name and Password, in the area designated "User name", type in your college username . (Your username is the first part of your email address, for example if your email is johndoe@sanjuancollege.edu, your username is johndoe)
    3. Now you should be at the Outlook Web Interface, which looks similar to Outlook on your personal desktop. This interface provides all of the same basic functions such as personal calendar, contacts, and email.

    If you have any questions or problems using the Outlook Web Access, please feel free to contact the Help Desk at 505-566-3266.

  8. How do I share a calendar in Outlook?

    To allow another person to have access to your calendar, first open Outlook on your computer.

    1. Right click on your calendar.
    2. Go to Properties | Permissions | Add.
    3. Choose the name of the individual that you would like to have access to your calendar.
    4. Choose the permissions level (Make sure you check off the access this person will need to have - read, write,edit) OK.

    Next you will need to go to the computer of the person who will be sharing your calendar.

    1. In Outlook, go to Calendar at the bottom select Open a Shared Calendar.
    2. Find the name of the person who shared their calendar.
    3. Click OK.
  9. How do I use the HelpDesk Interface?

    If you have tried researching the problem and still are unable to find a solution, contact the Help Desk.

    Please, whenever possible, call from in front of the computer with the problem and have the following information ready.

    1. Your full name and department.
    2. A brief description of the problem: what you are trying to accomplish and what is not working.

    You may contact the Help Desk in several ways:

    1. An Online Request Form for non-emergency requests.
    2. Call the Help Desk by dialing 505-566-3266.
    3. Email helpdesk@sanjuancollege.edu.
    4. Visit the Help Desk by coming to Room 7204 upstairs in the Computer Science Bldg.

    To use the online Help Desk Request Form, First, type in your username. (This will usually be your last name, underscore, first initial). Your username should look something like this lastnamef. Your password will be the word "password", in lower case letters. Click on the Login button.

    If you would like to add a new case to the Help Desk, choose the category Create New Case.

    The other options that you will be able to choose from are:

    Show All Cases, Show Open Cases, Show Closed Cases and Search Help Database.

    You will now need to type in a short, one line description of the problem, no more than 50 characters in length, at the next screen that you come to. Below this window, describe the problem in detail.

    Be sure to type in exact error messages and other relevant information so that we will be able to analyze the situation correctly. When you are finished with the description, click Submit. Clicking on the Clear button will erase anything that you have typed in. Click on the Continue button and then choose the option that you need or else choose Log out, if you are finished using the Help Desk.

    If you are unable to login to the Help Desk interface or have any other problems, please call the Help Desk at 505-566-3266

  10. What is chain email and why shouldn't I forward it?

    Virus Hoaxes and Chain Email

    A chain email message is defined as any message that is sent to one or more people and asks the recipient to forward it to multiple others. This includes email about possible virus outbreaks and political lobbyist forums. Responding to these email letters causes strain on the Network as it works to handle the large amounts of email generated by this type of message. With regard to chain email about computer viruses: If you are really wanting to assist others by warning them about a possible computer virus, please check with the Help Desk to make sure that the virus is indeed the "real thing". A virus hoax can be spread in the same manner as a virus. Although it may not crash your hard drive, it certainly will clog up your email mailbox. The best way to respond to a chain email is to simply delete it. Do not forward it.

    Virus Warnings

    Please read carefully. If you receive a suspicious email, please call the Help Desk at 505- 566-3266 as soon as possible. Do not open the email. The best suggestion is to delete the email and empty the recycle bin.

  11. What is a computer virus?

    A virus is a piece of software designed and written to adversely affect your computer by altering the way it works without your knowledge or permission.

    Usually a virus has two distinct functions:

    1. Spreads itself from one file to another without your input or knowledge.
    2. Implements the symptom or damage planned by the perpetrator.

    This could include erasing a disk, corrupting your programs or just creating havoc on your computer.

    A benign virus is one that is designed to do no real damage to your computer. For example, a virus that conceals itself until some predetermined date or time and then does nothing more than display some sort of message is considered benign.

    A malignant virus is one that attempts to inflict malicious damage to your computer, although the damage may not be intentional. There are a significant number of viruses that cause damage due to poor programming and outright bugs in the viral code. A malicious virus might alter one or more of your programs so that it does not work as it should. The infected program might terminate abnormally, write incorrect information into your documents. Or, the virus might alter the directory information on one of your system area.

  12. Why shouldn't I play Real Radio or Real Audio?

    One of the biggest problems with Real Radio is that the data is constantly "streaming " through the network and eventually will disrupt other network activities due to the constant updating that it requires. This will cause your computer to be "slow" in responding to your commands.

    Therefore, in order to work more efficiently, we suggest that computer users not use "Real Radio" or any streaming audio websites.

  13. How do I search for a file that I saved, but do not remember where?
    1. From the start menu, choose Search | Documents (word processing, spreadsheets, etc.) | Advanced.
    2. In the All or part of the document name: Box, type in at least the first 3 characters of the filename.
    3. Change the look in: drop down to C:\ or H:\ and click the Find now button.

    All files that were found beginning with the 3 characters that were typed in are displayed.

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MySJC Portal

  1. Do I need to login to the Portal?

    Yes. The Portal is a secure system that gives you access to your personal and confidential information. Once logged into the Portal, you will have access to other applications without the need to login.

  2. I can't login / access the Portal!

    Access to the Portal is through your standard San Juan College username and password. On the Portal login box, you will need to enter the San Juan College domain, sjcnt and a backslash (\) before your username. Example:

    Windows Login Dialog Box

    If you still cannot login to the Portal, review the OTS Frequently Asked Questions topics under HelpDesk and Passwords before calling the Help Desk.

    As a note, You now have the ability to reset your own password from the MYSJC Home Page. Simply go to this link: http://www.sanjuancollege.edu/MySJC and click on the hyperlink on the right side of the page that says Password Reset / Recovery Center and follow the prompts.

    If after logging in you see a Portal page with the heading "Error: Access Denied", please call the Help Desk or send an email to helpdesk@sanjuancollege.edu

  3. Should I logout after using the Portal?

    Yes. And remember to log out of your computer as well when you are finished. The Portal gives you access to your personal and confidential information and without logging out, others can access this information as well.

  4. How do I access the Portal from off campus?

    From a browser, enter the address mysjc.sanjuancollege.edu

  5. What is the preferred browser for the Portal?

    Microsoft Internet Explorer. With other browsers, such as Firefox, you can view content and pages but you will not be able to customize the page layout in a personalized view.

  6. Why do I "Enter my credentials"?

    The Portal has the ability to store your login information on various applications. An example of this is your access to Exchange or Windows Live email. The first time you access an application, you may see the message Your Single Sign-on credentials are not set. Enter your credentials. or Credentials are not set or are no longer valid. Modify your Single Sign-on credentials. Just click the enter/modify credentials link and enter your username and password for that application. The next time you access the application, you are automatically logged in!

    Note: If you password changes, you will again get prompted to enter your credentials for that application.

  7. Are there written documents on using the Portal?
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Network Data Drives

  1. What is the H: drive?

    Network file storage is provided for students, faculty and staff and can be accessed on campus by using the mapped drive H:, or through the MySJC Portal. Every user can upload and manage their files on their H: drive. The space is fully protected by the security of the network and is backed up on a regular basis.

  2. What is the S: drive?

    Network file storage is provided for faculty and student class materials and can be accessed on campus by using the mapped drive S:, or through the MySJC Portal. Students may download class materials from the S: drive. The space is fully protected by the security of the network and is backed up on a regular basis.

  3. How do I manage files on my H: drive?

    Coming soon...

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Outlook Live Email

  1. What is Outlook Live?

    Outlook Live is a hosted email service provided by Microsoft and serves as San Juan College's student email system. This email system is San Juan College's official mode of communication with students and students are responsible for checking emails on a consistent basis for important information, dates and deadlines from all campus offices. Your email address is username@my.sanjuancollege.edu.

  2. What are the benefits of Outlook Live?
    • Outlook Live is the Official student email. Your teachers, the professional staff of the college and the administration all use this email as the official way to contact you.
    • Outlook Live is an optimized & professional email experience, similar to what you may use in your future workplace
    • You can have up to 10 Gigabytes of storage in your mailbox
    • You any have email attachments up to 20 Megabytes in size
    • You have additional capabilities such as address book, calendaring, instant messaging and more.
    • You can send and receive meeting requests from users with exchange accounts, which includes all San Juan College faculty and staff
    • You can enter other email account information and send and receive emails from other accounts
  3. How do I access my student email?

    Printer friendly version of the MySJC Portal instructions below

    For new students, a student email account has already been created for you at San Juan College. Follow the simple steps below, from the MySJC Portal, to accessyour student email account.

    1. Access Student Email
      • After logging into the MySJC Portal, you will see an Outlook Live Email box that shows the number of unread email messages you have. Click on the message related to the number of unread emails to access your student email account. In the example below, the message is "You have 2 unread messages"

        Number of Unread Email Messages
      • The first time you login to Outlook Live, you will be asked to answer several security questions and set your time zone. After you fill in your answers, click "I Accept" to accept the terms of the Microsoft License Agreement. You will then be taken to your student email account. A sample activation screen is shown below.

        Account Activation Screen
    2. All Done! Now, each time you enter the MySJC Portal, just click on the number of unread messages link to read your student email.

    Printer friendly version of the MySJC Portal instructions above

  4. How do I forward my student email to another email account?

    After accessing your email for the first time, you’ll be able to log on and check your student email on any computer that has internet access by going to mail.live.com.

    1. Once you have provided your credentials and have logged in, at the top right you should see your name. Hover over it and follow the drop down to Options and click.
    2. From that page, you’ll see a left side navigation that has General, Mail, etc. Click on the Mail link.
    3. Under the “Manage your account” section; you’ll see an “Email forwarding” link. By clicking that and adding your email address that you wish to forward your mail to in the “Where do you want your messages to be sent?” text box and clicking save, you can have all of your mail forwarded to another email account.
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Passwords

  1. What do I do if I forget my password?

    You now have the ability to reset your own password from the MYSJC Home Page. Simply go to this link: http://www.sanjuancollege.edu/MySJC and click on the hyperlink on the right side of the page that says Password Reset / Recovery Center and follow the prompts.

    You may also contact the OTS HelpDesk at 505-566-3266 for assistance.

  2. How do I change my password?

    There are several ways to change your password:

    First, You now have an easy way to reset your own password from the MYSJC Home Page. Simply go to this link: http://www.sanjuancollege.edu/MySJC and click on the hyperlink on the right side of the page that says Password Reset / Recovery Center and follow the prompts.

    Other Methods:

    If you are on campus using a San Juan College owned computer system you can:

    1. Log in to the system.
    2. Press Ctrl+Alt+Del, and then click the Change Password button.
    3. Enter and confirm your new password.
    4. Click OK.
    5. Click Cancel.

    If you are not on campus you can:

    1. Open Internet Explorer.
    2. In the address bar at the top, type the following line: http://www.sanjuancollege.edu/reset
    3. Make sure that the Domain text box says: sjcnt
    4. Type your username in the Username text box.
    5. Type your current password in the Old Password text box.
    6. Type your new password in the New Password text box.
    7. Re-type your new password in the Confirm New Password text box.
    8. Click OK.
  3. How often will I have to change my password?

    You will need to change your password at least once every 180 days.

  4. Why do I need to change my password?

    Your password must be changed to protect the integrity of your account. The older a password is, the easier it is to compromise. Also, if anyone should obtain your credentials, you can prevent them from using your password indefinitely by changing your password.

  5. Can I change my password to one I have used previously?

    No, you will be unable to use your previous 5 passwords.

  6. How do I choose a secure password?

    Do not use passwords that are easily guessed. Some characteristics of bad passwords are:

    • Words that can be found in a dictionary.
    • Words that can be easily linked to you, such as:
      • Telephone numbers
      • License plate numbers
      • Significant dates (such as birth, marriage, graduation, etc)
      • Any other personal information

    Choose a password that can be easily remembered, contains at least one capital letter, at least one lowercase letter, at least one number, and at least one special character.

    • This is not as difficult as it sounds. For instance, you could create a password based on a phrase, such as “Normal people don’t have to do this!” and alter it to create a password like “Npdh2dt!” This example is not found in a dictionary, and cannot be easily guessed, but is relatively easy to remember when you remember the phrase.
    • Another popular method for creating secure passwords is to re-arrange, replace, and substitute characters for an easily remembered password, such as using “Sdr0wk@b” as a substitute for the easily remembered “Backwards”.
    • More information can be found at: http://www.microsoft.com/protect/yourself/password/create.mspx
    • To see how your password compares to others in complexity and length requirements, you can use this tool provided by Microsoft Corporation: http://www.microsoft.com/protect/yourself/password/checker.mspx
      ***NOTE*** If your password results in a “Strong” rating from this password checking utility, it is acceptable.
  7. Will any of the systems I access not automatically change when I change my password?

    The following systems will not change when you change your password:

    • HDO (HelpDesk Online – The OTS work order and HelpDesk online application).
    • ACT (Physical Plant work order and HelpDesk system).
    • The Foundation software (Blackbaud).
    • FRx.
    • ACT! Software for QCB.
    • SiteBuilder.
    • Microsoft Live Mail.
  8. How do I change my passwords for these systems?

    If you are unsure of how to change your password for any of these systems, or others that do not synchronize, please contact the HelpDesk at 505-566-3266.

  9. Why does the system sometimes lock me out?

    If someone attempts to login incorrectly for a given account three times, that user’s account will be locked out until reset.

  10. How will I know my password is about to expire?

    You will receive a warning message after you log in stating that your password is about to expire and must be changed.

  11. What are some other ways I can help protect my password?
    • Do not write your password down.
    • Do not tell anyone your password. The administrator of a computer system NEVER needs to know anyone else’s password.
    • Do not send your password or any other password via unencrypted email.