This section
of the website is to provide current up to date information
on known issues and their resolutions. Click a topic below
to see the resolution for the issues associated with that
application.
Email/Address Book
ISSUES
Email Address Book Import Problems
You may find that on some PC's that have
been refreshed, the user's Netscape Address Books may
not have imported into Thunderbird properly.
Click
here for the
resolution to this problem.
If the Personal Address
Book is there, but the personal distribution lists are
not there,
click here for the
resolution to this problem.
Netscape Local Folders Are Missing
Some users may notice that
some or all of their email Local Mail Folders are
missing. They are on the machine, but just are not being
seen by Thunderbird. To fix this problem, please call
the Helpdesk.
You Have Two Personal
Address Books and Cannot Delete One
After receiving their new
PC, some users may notice that they have two Personal
Address Books in Thunderbird. The first one is usually
empty and the second is the one that is the user's old
Netscape address book.
The first Personal Address
Book is the built-in system address book and cannot be
deleted. While you can drag the cards from one address
book to the other, you cannot move distribution lists.
There is a fix for this problem.
Click here to
learn how you can make the user's old Personal Address
Book the default address book in Thunderbird.
Thunderbird Email Settings
& Preferences
Users may complain about
the following issues in Thunderbird. To find a solution
for each one, click on individual issues listed below.
Old
Netscape
Templates and Drafts Don't Work in Thunderbird
People who had email Templates
and Drafts in Netscape or Mozilla may find that these no longer work. To fix
this problem:
-
Open
Thunderbird.
-
Click
Tools and select Account Settings.
-
Click
Copies and Folders.
-
Change the
storage settings for Drafts and Templates from Local
Folders to the user's email server account (usually
called firstname.lastname).
-
Click OK.
Formatting of Outgoing Emails is Lost
When Sent
Users may
notice that whenever they use font formatting, background
colors, bullets/numbering tables, etc. in an outgoing email
message, that formatting is lost when the message is sent
(user looks at message in Sent folder and formatting is lost
or recipient informs sender that formatting was lost).
The cause for
this is a problem with the conversion of the user's old
Netscape address book entries into Thunderbird's address
book.
Every Address
Book card in Thunderbird has a setting that says "Prefers
to receive messages as ...". This setting should be set
to either Unknown or HTML in order for the
recipient to be able to receive the message formatted as
intended (Unknown will use the settings indicated in
the Send Options located under Tools, Options,
Composition, Send Options - HTML will send the
message in HTML every time).
In many cases,
when a user's Netscape Personal Address Book has been moved
over to Thunderbird, this setting has been changed to
"Prefers to receive messages as Plain Text," which is
causing the HTML formatting to be stripped from the outgoing
email message.
To fix this
problem, the user will need to:
-
Open
Thunderbird
-
Click the
Address Book icon (or click Tools, Address Book).
-
Locate and
click once on the Personal Address Book (if the user has
two Personal Address Books,
click here to
learn how to fix that).
-
Double-click on the first address book entry to view the
properties of the card. In the middle of the card, look
for the Internet section and look for "Prefers
to receive messages as..." If this is set to
Plain Text, change it to HTML. Click OK.
-
Repeat this
process for every card in the Personal Address Book (and
other address books he/she may have created). Be sure to
change this setting for your own address book card, if
there is one in your Personal Address Book. THERE IS NO
WAY TO GLOBALLY FIX THIS PROBLEM FOR ALL CARDS - THEY
MUST BE DONE ONE AT A TIME.
Thunderbird is Storing Outgoing
Email Addresses in My Personal Address
Book, Making My Address Book Very
Large
Thunderbird wants to
make it easier for you to address messages to people you
correspond with regularly by collecting the email addresses
of those you send messages to. This is the purpose of
the Collected Addresses folder in your Address Book.
However, you may find
that Thunderbird is actually sending these collected
addresses to your Personal Address Book, not to the
Collected Addresses folder. To change this setting:
-
Open
Thunderbird.
-
Click
Tools and select Options.
-
Click the
Advanced button.
-
On the
right, under General Settings, you will see
"Automatically add outgoing e-mail addresses to my:
Personal Address Book." Change this to "Collected
Addresses."
-
Click OK
and then OK again.
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Netscape Bookmarks issues
All user's old Netscape
Bookmarks should have been imported into the Internet
Explorer Favorites menu as a folder called Imported
Bookmarks. If this is not the case, please call the
Helpdesk and ask for assistance in importing your old
Netscape Bookmarks into Internet Explorer Favorites.
Your old Bookmarks are on your new computer, they may
just not have been imported properly.
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Microsoft Word
Issues
Strange
Codes Appear in Word Documents
You may notice that the
field codes in MS Word are turned on so that you see
strange codes instead of data (e.g., instead of seeing
the page numbers, you see a {PAGE} code).
To turn these codes off,
simply hit Alt-F9 on your keyboard. No need to
save any open documents to save these changes. This will
toggle the field codes off for good.
Toolbars in Word Are On One
Row
In Word, you may notice
that your Standard and Formatting Toolbars are now on
one row, as opposed to two separate rows as before. To
fix this:
-
Open Word
-
Click Tools and
select Customize.
-
Click the Options
tab.
-
Check the box that says
Show Standard and Formatting toolbars on two rows.
-
Also make sure that there
is a check in the Always show full menus box.
-
Click OK.
Pictures
and Charts Do Not Appear on Screen, but Will Print
You may notice that your images
and charts appear as empty boxes in your Word documents, but
they will print out fine. To fix this problem:
-
Open Word
-
Click Tools and
select Options.
-
Click the View tab.
-
Under the Show
section, look for "Picture Placeholders."
-
Uncheck the "Picture
Placeholders" box.
-
Click OK.
Printer
Icon in Word Prints without Giving Options
When you click the Print icon
in Word (and other Office applications), you may notice that
it prints directly to your default printer and does not give
you the option of what and where to print.
You can replace the printer
icon on your Standard Toolbar with one that will give you a
dialog box, asking you what and where you want to print. To
do this:
-
Open Word.
-
Click Tools and
select Customize.
-
Click the Commands
tab.
-
Locate the existing Print
icon on the Standard toolbar and drag it off of the
toolbar.
-
On the Commands tab,
locate the Categories on the left and select
File.
-
On the right, scroll down
the list until you find Print...
-
Drag that Print...
command from the list up to your toolbar and drop it
where the old Print icon used to be.
-
You can continue to add and
remove commands from/to your toolbar/
-
Click OK when done.
-
Save the document you are
in (if it is a blank document, just give it a name like
Document1 - you can go back later and delete this
document).
-
Now hold the Shift
key on your keyboard and click File from the
menubar.
-
Select Save All.
-
Close Word and then reopen
it to make sure your changes to the toolbar are still
there. If they are not, call the Helpdesk.
Changes
Made to Normal Settings and Toolbars Won't Stick
You
might want to change certain default settings in Word,
such as the default page margins or font, or your might
want to edit toolbar settings or create keyboard shortcuts,
AutoText entries, macros, etc. All these settings are
saved in the Normal.dot file, which is the file used to
create all new documents in Word.
There is a conflict between
MS Word 2003 and Adobe Acrobat 7.0 which prevents any
changes to the Normal.dot file from being permanently saved.
There are two fixes for this problem:
-
Manually saving the
normal.dot file anytime you make a global change to
the template (directions below).
-
Disabling the Adobe
toolbar add-in (click
here for directions).
1. Manually saving changes to the
Normal.dot file
Anytime you change one of
Word's default settings (margins, fonts,
AutoCorrect/AutoText entries, macros, toolbar settings,
etc), these changes are stored in the Normal.dot template so
that the next time you create a blank document, the changes
are there.
To manually save these changes:
-
Make the necessary changes:
If you are changing your
default margins (File, Page Setup) or your default Font
(Format, Font), be sure to click the Default
button at the bottom of the window.
If you are creating macros,
keyboard shortcuts or AutoCorrect/ AutoText Entries, do them as you
normally do.
-
Save the document you are
working in and give it a generic name (document 1) or
name it whatever you want to call it. This file is not
needed for your changes to stick, so you can delete it
later if you want to.
-
Now click and hold the Shift key on your
keyboard and click File from the
menu above (where it says File, Edit, View, etc.).
-
You will see Save All
on the File menu. Click Save All.
-
Close completely out of
Word and then go back in to make sure your changes are
there.
You must use Shift-File-Save
All EVERYTIME you make changes to the default settings in
Word. One way to make this process a little easier is
to add the Save All command to your Standard toolbar. To do
this:
-
Open Word.
-
Click Tools and
select Customize.
-
Click the Commands
tab.
-
Locate the existing Print
icon on the Standard toolbar and drag it off of the
toolbar.
-
On the Commands tab,
locate the Categories on the left and select
File.
-
On the right, scroll down
the list until you find Save All.
-
Drag that Save All
command from the list up to your toolbar and drop it
next to the existing Save icon (or wherever you
want it to be).
-
You can continue to add and
remove commands from/to your toolbar/
-
Click OK when done.
-
The new Save All icon will
look like three diskettes on top of each other.
-
Now click your new Save All
icon to save your changes to the Normal template.
-
If prompted to save the
document you are in, save it and give it a name. You can
always go back later and delete that document if you
don't need it.
2. Disabling the Adobe Toolbar Add-In
Permanently
Click here to learn how to disable the Adobe toolbar
permanently.
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Desktop Background
Images
If you attended the PC Refresh
Training, you may have been shown a number of new pictures
of the Villanova campus and told that these images would be
available to you as Desktop Background images on your new
machines. However, when you returned to your office, you
probably noticed they are not there.
To download the new Villanova
Desktop background images to your PC:
-
Click HERE to open
the Desktop_Images.zip file.
-
Select Open when
asked if you want to Open or Save the file.
-
Wait a moment while the
Windows Explorer opens the file.
-
Once the Windows Explorer
opens, you will see the Desktop Images listed. You must
now extract them.
-
On the left, you will
notice a taskpane that says Folder Tasks.
-
Click Extract all files.
-
The Folders Extraction
Wizard will open up. Click Next.
-
When the Select a
Destination window appears, click Browse.
-
Double-click My
Computer.
-
Double-click the
Villanova (C:) drive.
-
Double-click the Windows
folder.
-
Click OK.
-
You will be brought back to
the Extraction Wizard and where it says The files
will be extracted into this directory, it will say
C:\Windows.
-
Click Next.
-
You will see the files
being extracted.
-
When it is done, click
Finish.
-
Close the window that
appears and any other windows that are open.
Now you can use the extracted
pictures as your Desktop backgrounds. To do this:
-
Close or minimize all
programs and get to your Desktop.
-
Right-click your Desktop
and select Properties.
-
Click the Desktop
tab.
-
You will see all the new
Villanova images listed, each starting with the letters
VU.
-
Select the image you want
and click OK.
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Windows
Explorer / Memory Error
When performing searches or managing files/folders in the
Windows Explorer, you may periodically receive the following error message
which causes Windows Explorer to shut down:
explorer.exe - Application Error
The instruction at "0x77f16a3b" referenced memory at
"0x77f16a3b". The memory could not be "written".
Click on OK to terminate the program Click on CANCEL to
debug the program The exception unknown software exception (0xc000409)
occurred in the application
at location 0x59a7295d.
To
fix this problem:
-
Close all programs and get to your Desktop.
-
Right-click on My Computer and select Properties.
-
Select
the
Advanced tab.
-
Under
Performance, click the Settings button,
then click the Data Execution
Prevention tab.
-
Select the
Turn on DEP for all programs and services
except those I select radio button.
-
If you see Windows Explorer listed in the window,
click the checkbox next to Windows Explorer to enable
it, then click OK. You will be told that your
changes will not take affect until you reboot. Click
OK and OK again. Reboot your computer by
clicking Start, Shut Down, Restart.
-
If you do NOT see Windows Explorer listed in the
window, click Add.
-
In the Look in... section, click the down arrow
and select Villanova (C:).
-
Double-click the Windows folder.
-
Locate and double-click on
explorer (it may say
explorer.exe).
-
When you get the error here, click OK:
-
Make sure that Windows Explorer is listed and
that it has a check in the box.
-
Click OK.
-
Close all programs.
-
Reboot
your computer by clicking Start, Shut Down,
Restart.
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FrontPage Login Issues
Some users may experience problems logging
into their websites using FrontPage 2003. There are a number
of potential problems here:
-
The user may not have access to that
website. If the site is the user's personal
Villanova website, then he/she should have access.
If the user is attempting to edit a departmental
website, he/she may not have access. Please call the
Helpdesk to verify his/her access rights to the site.
-
The user may not be typing in the
correct Username and Password. Please verify that
the user is typing in their Villanova LDAP username and
password and that the CAPS LOCK is not on.
-
The user may be typing the website
address in wrong in FrontPage. To remedy this
problem, do the following, he/she should:
-
Open Internet Explorer.
-
Type in your website address and hit
Enter.
-
Highlight your website address (e.g.,
http://www39.homepage.villanova.edu/ort.smith/) and
copy the address by hitting Ctrl-C on your
keyboard.
-
Open Microsoft FrontPage.
-
Click File and select Open
Site.
-
Click in the Site Name box and
paste your website address by clicking Ctrl-V on your keyboard.
-
Click Open.
-
Type your username and password.
-
If you still get the error message,
see the directions below.
-
If none of the above issues apply, the
user may be experiencing a well-known problem in
FrontPage 2003. To work around this problem,
click here to learn how
to use Internet Explorer to log into your website.
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Using
your laptop's Wireless connection
Your new Dell laptop is configured with a
built-in wireless card. There are an increasing number
of wireless access points on Villanova's campus, so you
should be able to use the wireless network connection
from many places on campus.
When you get your new laptop, the
wireless card may or may not be turned on. If you look
in the bottom right-hand corner of your computer screen
(to the left of the clock), you should see two symbols
that look like two connected computer monitors. One is
for the LAN connection (the one you use when the gray or
green network cable is plugged into your computer) and
the other is for the wireless connection.
If the wireless card is not turned on,
you will see a red X on the wireless symbol. To turn
your wireless card on, hold the blue Fn key on
your keyboard and hit the F2 key.
Once your wireless card is on,
click here to read how to log into the Villanova
wireless network.
If you need assistance accessing a
non-Villanova wireless network (such as Comcast), please
contact your wireless network service provider.
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Disabling Laptop
Pointing Stick/TouchPad
Your new Dell laptop has two built-in mouse
features: the Pointing Stick and the Touch Pad.
The Pointing Stick looks like a blue
eraser between in the middle of your laptop's built-in
keyboard. The Touch Pad is the black square pad
located below your space bar. Both of these have
corresponding buttons that act as the left and right mouse
buttons.
You can use either the Pointing Stick, the
Touch Pad or both.
Some people find that they want to disable
one or the other of these mouse devices, especially the
Pointing Stick, as it interferes with their typing (your
fingers rub against one or both of these buttons/pads and
causes you to lose control of your cursor).
If your computer is not plugged into the
docking station that is on your desk, you can disable one or
the other of these mouse devices, but not both.
To disable either the Pointing Stick (and its
buttons) and/or the Touch Pad (and its buttons), do the
following:
-
Undock your laptop from the docking
station and make sure that there are no external mice
attached to the laptop.
-
In the bottom right-hand corner of your
computer screen, locate your computer's clock. There are
a number of icons to the left of the clock - this is
called the systray. Not all the icons in the systray can
be seen unless you click the arrow pointing to the left.
-
In the systray icons, you will see an
icon that looks like a square - if you hover your mouse
cursor over it, it should say "Touch Pad." If you don't
see this icon, you may need to click systray's
left-facing arrow to open it up.
-
Once you find the Touch Pad icon,
double-click it.
-
You will see a screen that allows you to
enable/disable either the Pointing Stick (looks like a
little blue eraser) and its corresponding buttons OR the
TouchPad and its corresponding buttons.
-
If you choose to leave the Touch Pad
enabled, you can change its settings by clicking the
Touch Pad tab.
-
Click OK when done.
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Updated:
09/20/2005
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