Frequently Asked Questions

And
IT Survival Guide!

Version 2.2 - July 2012

(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

Welcome to the University of Luxembourg!

If you are reading this document chances are that you are new to our campus and probably
unfamiliar with the infrastructure and the people who take care of the systems and services that
enable users like yourself to stay in touch with your contacts here and around the world.
The goal of this document is to explain what services are in place and how to benefit most from the
basic communication and information technologies (IT) that are currently at your disposal.
The people behind the acronym SIU ("Service Informatique de lUniversit", French for informatics
service of the university) are the engineers taking care of most of your digital communication needs.
Before you continue reading this document, we need to stress that only students currently enrolled
in a university program, academic and administrative staff employed by or working in cooperation
with the university are authorized to access IT resources on the campuses of the University of
Luxembourg. Guests of administrative or academic staff can be granted basic internet access over
the wired and/or wireless network.
Important: Outside visitors with no relation to the university are unfortunately not permitted to
use any of the IT resources or services provided.
Finally, this document is also designed as a small tutorial to help you find solutions to some of the
problems you may run into and feel confident enough to solve yourselves (especially after office
hours). As with everything related to software and hardware, this document is subject to change
without notice and will be updated accordingly and as frequently as possible.

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

Table of Contents
Operating System Independent Information
How to get a UNI domain user account?

P. 6

How to get an e-mail account?

P. 6

How to check your e-mail box @ uni.lu?

P. 7

How to change your domain/e-mail password?

P. 7

How to forward all your incoming e-mail messages?

P. 8

How to get access to the intranet of the university?

P. 9

How to get VPN access?

P. 9

How to get wired network access?

P. 10

Where to store personal work related data files?

P. 10

How to get wireless network access?

P. 10

Operating System Dependent Information

Mac

Linux

Windows

How to connect to a network printer?

P. 11

P. 15

P. 17

How to connect to the eduroam WiFi (wireless) network?

P. 14

P. 15

P. 17 & 18

How to access the ATLAS file server?

P. 14

P. 16

P. 19

Where to get the UL Root CA Certificates?

P. 14

Which Anti-Virus client software is running on my Windows computer?

P. 19

How to get a single user license of Windows and Office for personal use?

P. 21

Voice over Internet Protocol (VoIP) Telephony

How to get a VoIP phone?

P. 22

How to modify the profile of an existing VoIP phone?

P. 22

How to activate or check your voice-mail?

P. 22

How to reset your voice-mail PIN code?

P. 23

How to use the VoIP phone directories?

P. 23

How to use a VoIP phone configured with two phone numbers?

P. 23

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

How to do simple troubleshooting on a VoIP phone?

P. 24

Is VoIP communication over Skype (or Lync)NEW possible?

P. 24

How to reuse an existing VoIP phone?

P. 25

Microsoft Exchange Unified Messaging @ UL

P. 25

Why dont I receive voice mails from external calls?

P. 25

How can I reset the password for the phone configuration?

P. 25

How can I forward calls?

P. 25

Technical Support
Who to contact if in need of technical support?

P. 26

What are other typical problems to ask technical support for?

P. 26

What is a standard desktop or laptop installation?

P. 26

What is a special desktop or laptop installation?

P. 27

How to report technical problems or hardware failures?

P. 27

How to contact the SIU local unit?

P. 27

What is the purpose of the SIU Trouble Ticket System?

P. 27

How to access the SIU Trouble Ticket System?

P. 28

How to create a Trouble Ticket?

P. 29

Microsoft Office Professional Help

P. 31

How to access the computers inside lecture rooms and labs?

P. 32

How to avoid printer problems and paper jams?

P. 33

SIU Central Services

Software and Hardware Acquisitions

P. 34

IT Hardware Configuration and Purchase Decisions

P. 34

How to modify your personal home page?

P. 36

How to moodle?

P. 37

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

Who is who in SIU?

SIU Organizational Chart

P. 38

SIU E-mail Contact List

P. 39

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

Operating System Independent Information

To access many university network resources you will need a UNI domain user account. You will also
most likely want an e-mail account as well. Both are usually given in the form of
"firstname.lastname" and "[email protected]" respectively. These accounts use the same
password with the obvious advantage that you have to remember only one password to access most
university resources.
How to get a UNI domain user account?
As a general rule, prior to your arrival our services got notified to set up a new UNI domain user
account. If for any reason a domain user account was not set up for you, please contact the SIU
central unit to get a domain user account. (*)
How to get an e-mail account?
As a general rule, prior to your arrival our services got notified to set up a new UNI e-mail user
account. If for any reason an e-mail account was not set up for you, please contact the SIU central
unit to get an e-mail account. (*)
(*) Your account life span is linked to your university contract duration, if your contract expires at a
specific date, so will your domain/e-mail account. At the signing of your contract you should have
been asked to provide a private forwarding address which will be used to provide an e-mail
forwarding notification to people trying to contact you after the end of your contract.
Official E-mail / (Domain/Computer) Account Policy:
-

Professor / Assistant-Professor / Charg de Cours :

A) Retirement: account and e-mail address will stay open until person passes away.
B) Change to another university: account stays open for a transition period (length of
transition period determined as requested by leaving professor), after this period, the
account will be closed, but all incoming e-mail will be automatically forwarded to a new
address (forever).

Postdoc / PhD Student:

Computer and e-mail account stay open until 3 months after the end of contract, then the
account is disabled. If requested by the PhD student, an automatic reply-message (including
information on a new e-mail address) will be returned to the sender and (on request) an
automatic forward of incoming e-mail to the new address can be done for at most 12
months. After one year, the e-mail address will be disabled and forwarding will be stopped.

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

-

Non-Academic Staff:
Domain and e-mail account will be closed on the first day after contract end. If requested by
the staff, an automatic reply (including optional e-mail forwarding) will be set up for 3
months. After this period, the e-mail account will be disabled.

Special cases:
In "special cases", HR, a member of the rectorate, or the respective dean can request that an
account must be closed immediately, an automatic reply message can be mandatory in such
cases.

All leaving staff will be informed about the closure of his/her account in two automatically
sent e-mails 4 and 2 weeks before contract end.

How to check your e-mail box @ uni.lu?

The simplest way to check your e-mailbox is to use a web browser (Internet Explorer, Firefox, Safari)
and type in the following internet address (URL) https://owa.uni.lu (notice the s after http, this is
not a typo) into the address field at the top of the browser window and load the Outlook Web
Access front page. There you just enter your credentials (username: firstname.lastname and domain
password) as login to get access to your messages. Here you can receive and send messages as well
as configure, for instance, your "Out-Of-Office" message when you are on holiday.
Alternatively you can also configure your Outlook client, if you have Office 2003 or Office 2007
installed. If your machine is connected to the UNI network all you have to do is start Outlook and
configure your e-mail profile manually and use klingons.uni.lux as your Exchange server and your email account name (firstname.lastname) as user name. If you want to check your e-mail using
Outlook from outside the UNI network you need to establish a secure VPN connection first to access
the mail server.
If you want to use any other e-mail client like Thunderbird or Entourage, please consult the detailed
configuration instructions on the intranet in the SIU Helpdesk section. (http://www.uni.lu/intranet)
How to change your domain/e-mail password?
The easiest way to change a domain/e-mail account password is to use the Change Password
feature in the OPTIONS menu of the Outlook Web App (OWA) system. Should you require
assistance to change your password please feel free to contact a member of the SIU local unit.
Windows users who have a PC/laptop that is part of the UNI domain and connected to the network
can also change their password by pressing Ctrl-Alt-Del and clicking on the Change Password...
button. The password needs to meet certain complexity criteria to insure a minimum of security. The
system will refuse to accept your new password if it is too simple (at least 8 characters, A...Z, 0...9,
+*$, etc.) or if it was used before. If everything else fails, please contact the SIU local unit to reset
your password manually for you.

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

How to forward all your incoming e-mail messages?

1. You can decide what happens to the e-mail messages sent to your e-mail inbox by creating a
rule inside the Outlook Web App (https://owa.uni.lu). Log into OWA with your user name and
password and click on the OPTIONS tab in the top right corner of your browser window and select
the Create an Inbox Rule menu item. Then click on New below the Inbox Rules icon to open
the new window labelled New Inbox Rule. Here you need to select in the first drop-down menu
labelled When the message arrives, and: the [Apply to all messages] option and in the second
drop-down menu labelled Do the following: the Redirect the message to option, which will
trigger the opening of the address book window with a text field labelled To: into which you can
enter your new internal e-mail address or external recipient. When you are done, confirm by clicking
on OK to close the window and save your settings, confirm every time by clicking OK. When you are
satisfied with your changes simply log out of OWA.
2. You can disable rules by clicking on the OPTIONS tab in the top right corner of your browser
after you have logged into OWA and selecting the See All Options menu item and then by clicking
on the Organize E-Mail item in the list located on the left side of your browser window. The Inbox
Rules tab shows all your current rules and you can disable (by unchecking the checkbox next to the
rule) or delete a rule completely by clicking on the rule and then clicking on the X button in the
menu bar above. You can also decide the order in which rules are applied by moving them up or
down the list (select rule and click the up or down arrows accordingly). You can click on the
Refresh button (circular arrows) to see whether the mail system has accepted your changes. When
you are satisfied with your changes simply log out of OWA.

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

How to get access to the Intranet of the University?

The Intranet is one of the tools at your disposal to get documents containing pertinent information
about many different aspects of the University. You will also find the SIU Helpdesk webpage where
many procedures are described in much more detail than is possible in this brief user guide.
Open a browser window and type http://www.uni.lu/intranet in the (URL) address field and hit
return. (Alternatively you can also type http://intranet.uni.lux or http://intranet when you are
directly connected to the university network.)
A webpage should load asking you to enter your credentials:
Username: firstname.lastname
Password: your domain password
Click on the "Login" button and a new page should appear with a navigation menu on the left side.
Please note that the Intranet can only be accessed from inside the university network, which means,
if you want to access the Intranet from home or some other location not connected directly to the
university network, you will have to use a VPN client to create a secure connection first.
How to get a VPN access?

https://vulcain.uni.lu

The acronym VPN stands for Virtual Private Network, which is a secure method to access
a network through an encrypted connection. A VPN connection will allow you to
securely access your data and IT resources from outside the university network
infrastructure.
Please note that for you to get VPN access you will have to install the Cisco AnyConnect VPN client
on your computer. The installation is web browser based and you can do it now from the comfort of
your home or while you are abroad. Just point your web browser to the above address and follow
the instructions as they appear on your screen. You need to use your UNI domain account as login
credentials (firstname.lastname or student number) and the correct group name (most users belong
to the staff or student group). If you are having problems you can download detailed instructions on
the SIU Helpdesk page located on the university intranet. In case you are unable to get the detailed
instructions, you can contact your SIU local unit to have the VPN guide sent to you by e-mail.
Please note that you still need the Adobe Reader software to be able to read the installation
instructions in the PDF document format inside the Windows operating system. You can download
the free software at: www.adobe.com

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

10

How to get wired network access?

Most wall mounted network outlets are configured for regular network applications by
assigning a specific network and IP address automatically (NAC, DHCP) to your desktop
computer or mobile communication device. It can sometimes happen that an outlet
you want to use is not configured properly, or that your devices unique network
address is not registered in the central access database. If you cannot seem to be able
to connect to any of the university network resources please contact your nearest SIU Local Unit to
have the problem resolved. A network cable (RJ-45) can also be supplied should you require one.
Where to store personal work related data files?
While most computers offer ample storage space for most peoples needs, we recommend that you
store your important work related files on the ATLAS file server. One advantage of this is that you
can access your files from anywhere within the university network (and from outside using a secure
VPN connection mentioned above). Furthermore the data stored on ATLAS is backed up to a tape
library overnight, which means in case you accidentally delete a file it may be possible to restore it
from the backup tapes. With this in mind be aware that if you stored a new or modified an existing
file on the ATLAS server and deleted it by accident the same day that the file cannot be restored.
How to get wireless network access?
You can get wireless access by connecting to the eduroam wireless network. You
will need a laptop or mobile device that comes equipped with a wireless network
adapter which is compatible with the 802.1x protocol. Furthermore you will also
require a valid and active UNI domain user account as access credentials for proper
network authentication.
To get a brief overview of how to configure your wireless network connection,
please check out the Operating System Dependent Information section below. For more detailed
explanations, please consult the SIU Helpdesk pages on the intranet.
Note: Academic or administrative guests who require basic wireless network access to connect to
the internet can apply for temporary and time limited credentials to the UNI-VISITOR wireless
network. In general, university staff members contacted one of the SIU Central Unit Wifi Network
Administrators to get UNI-VISITOR credentials several days ahead of time on behalf of their guest(s),
specifying the duration of the temporary wireless network account.

10

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

11

Operating System Dependent Information

Mac OS X
How to connect to a network printer?
On your desktop, click on the Apple Icon (top left corner) > Select System Preferences > Click on
the Print & Fax icon > Click on the + button to add a new network printer.
Select the Default tab (if it is not selected) and choose the proper printer name (as indicated on the
label attached to the printer). As you can see the printer names contain the prefix of their respective
print servers they are connected to (BALOO on campus Kirchberg, MOE on campus Walferdange,
MIGUEL or RACHEL on campus Limpertsberg, ARES on all campuses). Note: You will only be able to
access the printer list if your Mac OS was joined into the UNI domain.

Once you have chosen the printer you can either choose the Generic PostScript or PCL driver
software if you are sure there is no specific driver available. More often than not you will have to
check the web page of the printer manufacturer to download and install the specific printer driver
for Mac OS X, to get access to the advanced printing features.

11

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

12

To use the specific driver software, choose Select Printer Software in the drop-down menu and
just type in the printer brand and model name and/or number in the search field (the one labeled
with the magnifying glass icon). If the driver is installed, a list of different versions of the printer
should appear and you will need to choose the version matching your printer. (You can check the
exact model by looking up the printer web page using your web browser and using the printer name
as URL.)

Click on the OK button, then the ADD button to finally add the printer to your Print & Fax list. Close
the window by clicking on the red close button in the top left corner of the window.
Now you should be all set to print your first document on the newly installed printer. When you try
to access the printer over the network, you will be asked to authenticate yourself by filling out the
fields as shown below. Use your UNI domain user name and password and if you plan to store that
UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
12
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

13

information on your computer, check the box with the label Remember this password in my
keychain so that you will not have enter your credentials every time you want to print on the
specified printer.

The passwords stored in your keychain are not updated automatically when you change your UNI
domain password. This means that you will need to update your printer record inside your keychain
when you change your UNI domain password. You can access your keychain by clicking your way to
the keychain utility as follows: Click Go menu item (located on the top menu bar with the Apple
icon), then look for the Utilities (folder) item and click on it to open the onboard utilities in a new
window. Look for the Keychain Access item in the list and click on it to open the Keychain Access
window.

There you will find a list of entries, one of them should have the name of your printer you are trying
to use. Please click on the row that contains the name of your printer and delete the entry (In the
Edit menu in the top bar select Delete) and close the Keychain Access tool. Next time you print
another document, you will get the opportunity to store the new password again.
Note: It can happen that the Keychain application will not store your passwords even if you tell it to.
In this case you will need to use the Keychain First Aid feature in the Keychain Access menu and do a
verify/repair operation depending on what the problem is. After that the keychain should store your
passwords properly again.

13

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

14

How to connect to the eduroam WiFi (wireless) network?

Enable your WiFi adapter (look for the icon in the top right corner of
your screen) and give it some time to automatically detect the available
networks. (IMPORTANT POLICY CHANGE: You are now required to
download UL Root CA certificates! Please see below for details.)
Select the eduroam network and enter your credentials in the following fields:
Username: [email protected]

Password: your UNI domain password

For additional information please check the SIU Helpdesk webpage on the University Intranet.
Please note that students can only use their student number followed by @uni.lu as their user
name. External users who received a user name should enter their user name in the form of
[email protected].
How to access the ATLAS file server?
Go > Connect to Server > In the Server Address field type in
smb://atlas/users/firstname.lastname (without the quotes) > Click on Connect > Enter your UNI
domain credentials (firstname.lastname and your domain password). Note: Students are required to
use the POSEIDON file server.
Where to get the UL Root CA Certificates?
The UL Root CA is used to sign certificates for internal users and to secure the wireless network
communication and can be downloaded from two separate locations1 depending on which network
you are connected to inside the university infrastructure.
If you are connected to the wired network you can download the latest certificate files and detailed
installation instructions from the SIU Helpdesk page on the university intranet inside the section
called "Uni Root CA."
Direct Link: https://intranet.uni.lux/index.php/intradmin/SIU-Helpdesk/Uni-Root-CA
Once downloaded, all you need to do in Mac OS is just double-click on the files to add them to your
keychain access application and simply follow the onscreen instructions.
In Windows 7, once you have downloaded both files, double-click on both of them to start the
Certificate Import Wizard and store them in the Trusted Root Certification Authorities folder.

(1) You can also connect to the uni-visitor wireless network and download both certificates from:
https://webauth.uni.lu/certificate1.cer

14

and

https://webauth.uni.lu/certificate2.cer

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

15

Ubuntu Linux (Version 12.04 LTS)

How to connect to a network printer?
In the vertical menu bar click on the System Settings button (wrench on gear icon) to open the
control-panel window of Ubuntu. Double-click on the Printing icon to open the printer profile
window. Click on the Add button to add a new printer. Click on the small arrow left of the
Network Printer item to list the connection methods and select Windows Printer via SAMBA.
Then enter the following information in the appropriate fields:
smb://printserver.uni.lux/printer where print server can be: baloo on campus Kirchberg, moe on
campus Walferdange, miguel or rachel on campus Limpertsberg (or ares on all campuses if you want
to use one of the Canon network copiers) followed by the printer (network) name which is usually
visible on the front cover of the printer in the form of a sticker (check Dymo label, i.e.: bob). Click on
Set authentication details now and in the field Username: insert uni.lux\firstname.lastname
where firstname.lastname is your domain user name. Then enter your domain password in the field
marked Password: and then click on the Forward button to continue. (Do not click on the
Verify button as this may cause undesirable side effects.)
Select the proper printer model to install the driver (you may have to either pick a driver close to the
printer model if the exact one does not exist or download the driver from the manufacturers web
site). When asked to provide a printer name, just enter the name you found on the label above.
Then the system may ask you to print a test page, please press CANCEL at this time, because the
proper paper size is still not set. You should now be able to right-click on the new printer icon that is
now visible and select Properties to open a settings window with a list of menu items. Click on
Printer Options to display the useful settings for page size (A4) and double-sided printing (Flip on
Long-Edge). Select the proper paper format in properties (size: A4).
How to connect to the eduroam WiFi (wireless) network?
In Ubuntu (tested on version 12.04 LTS) right-click on the wired network icon in the top right corner
of your desktop (pictured as up/down arrows) and select the Edit Connections menu item to
open the Network Connections menu. Click on the Wireless tab and add a new wireless profile in
the wireless profile list by clicking on the Add button. Just enter the data in the respective fields as
follows:
Wireless Menu: - Connection Name & SSID: eduroam

- Mode: infrastructure

WiFi Security: - Security: WPA & WPA2 Enterprise

- Inner Authentication: MSCHAPv2
- Authentication: Protected EAP (PEAP) - Username: [email protected] (**)
- Anonymous Identity: leave blank
- Password: your UNI domain password
- CA Certificate: None (*)
(*) For additional information and further developments of CA certificates please check the SIU Helpdesk webpage on the University
Intranet. (**) Please note that students can only use their student number followed by @uni.lu as their user name.

15

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

16

How to access the ATLAS file server?

UBUNTU (Tested on version 12.04 LTS)

In the Menu bar click on File and then on Connect to Server... to open the configuration window
in which you select as type a Windows Share.
Fill out the following fields as shown below:
Server: ATLAS (in capital letters) (*)
Share: users (in lower case letters)
Folder: /firstname.lastname (your UNI domain user name, yes there is a / at the beginning)
Domain Name: UNI.LUX (in capital letters) (*)
User Name: firstname.lastname (your UNI domain user name)
Password: your UNI domain password
Click on the "Continue" button and if everything went alright a new window should open with a view
to your personal folder on the Atlas file server. Depending on the state and quality of your
connection you may experience some delays or connection failures. If at first you dont succeed,
please try again.
(*) Previous versions of Ubuntu did not require capitalization.

16

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

17

Windows XP / Windows 7
How to connect to a network printer?
Open an Internet Explorer browser window, then type \\baloo (*) in the (URL) address field to load
the printer list, right-click on the printer icon with the name you want to use and select connect. (*
Type \\moe on campus Walferdange, \\miguel or \\rachel on campus Limpertsberg or \\ares on all
campuses).
How to connect to the EDUROAM WiFi (wireless) network?
We strongly suggest that you create a new WiFi profile in your WiFi client software. As a general rule
and if possible use the Windows Wireless Network client to connect to the EDUROAM WiFi network.
Windows XP Pro SP-3 32bit (END OF LIFE)
Right-click the Wireless Network Connection icon (see below) located in the
bottom right corner of your display:
Select "View Available Wireless Networks"
In the new window labelled "Wireless Network Connection" select the eduroam network in the list
of available networks (if none are shown click on "Refresh network list") and then on "Change
advanced settings" to open the "Properties" window where you click on the Wireless Networks tab,
and "Add" button. Select WPA2 (Enterprise) as Network Authentication and AES as Data Encryption.
Click on the Authentication tab and select PEAP as EAP type. Click on the Properties button to
disable the Validate server certificate option. Important: Disable by un-checking Validate server
certificate checkbox in PEAP properties!
Also uncheck "Automatically use my Windows logon name and password (and domain if any)" in the
MSCHAP v2 Authentication Method configuration (click on the Configure... button). Close all
properties windows by clicking on the OK button.
Return to the Wireless Network connection window, select the eduroam network and click on the
connect button. A new window should open (if it doesnt, click on the notification bubble in the
lower right corner of your screen) asking you to enter your user name and password. No need to fill
out the logon domain field. Click OK and after a few seconds you should be connected to the
eduroam network.
If asked, depending on the wireless client, your roaming identity field entry should also be of the
form: [email protected]
Use your UNI domain account user name as your login but type it in as if it were your e-mail address:
[email protected] and then your UNI domain password.
For additional information please check the SIU Helpdesk webpage on the University Intranet. Please
note that students can only use their student number followed by @uni.lu as their user name.

17

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

Windows 7 Enterprise >

18

<= Start Button (usually found in the bottom left corner of your screen)

- Click the "Start Button" and then "Control Panel" to open the control panel window. Then click on
"Network and Internet" and then "Network and Sharing Center" to open the window as shown
below.

- Click "Manage Wireless Network" in the left column (see image above), then click "Add" and select
"Manually Create Network Profile."
- Enter "eduroam" (without quotes) as Network Name. Select "WPA2-Enterprise" as Security Type in
the drop-down menu. Encryption type: AES. Uncheck "Start this connection automatically" for now.
Next
Change Connection Settings. Click on the Security tab. Uncheck remember my credentials for this
connection each time I'm logged in.
PEAP Settings: Keep Validate Server Certificate checked. (*)
Configure EAP-MSCHAP v.2: Uncheck automatically use my Windows logon
name. Click on the Ok buttons to close the PEAP properties window.
Then in Advanced settings change the Specify authentication method to User authentication
and click on Save Credentials to enter the username ([email protected]) and domain
password. Click on the Ok button to close the eduroam Wireless Network Properties window.
In View your active Network click on "Connect or disconnect". Click on EDUROAM and then on the
connect button. You may need to try to connect twice depending on the state and signal quality of
the wireless network as some accept points may also be in stand-by mode to save energy.
To disconnect go back to the "Network and Sharing Center" and click on "Connect or disconnect".
Click on EDUROAM and then on the disconnect button.
(*) Please see section Where to get the UL Root CA Certificates? on page 14.

18

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

19

If everything went as planned you should be greeted with a message "Successfully connected to
eduroam". If not then something went wrong along the way and you may have to try again. Most
problems related to WiFi connections are either expired user accounts, passwords or you may be
outside of range of the nearest wireless access point.
Please note that there will be interface differences depending on the WiFi client installed on your
computer and the manufacturer who made your particular laptop/notebook computer.
Unfortunately all these interface differences cannot be covered in this guide. For this reason we
recommend that you use the Windows WiFi client whenever possible.
Should you require temporary wireless service for one of your guests who is not an eduroam user,
the uni-visitor wireless network is available. Please contact the Global Helpdesk (see Who is Who in
SIU at the end of this document) to get access information to the uni-visitor wireless network.
For additional information please check the SIU Helpdesk webpage on the University Intranet. Please
note that students can only use their student number followed by @uni.lu as their user name.
How to access the ATLAS file server?
To access the ATLAS file server you will need a UNI domain user account. This ensures that you get a
personal folder on our ATLAS file server. On any Windows computer connected to the UNI network
and member of the UNI domain all you have to do is click on My Computer and locate the mapped
P:\ drive which contains a direct link to your personal folder. If the drive is not mapped, you can try
the method described below.
Alternatively you can also open a window on your personal folder by click on Start > Run... > Type
\\atlas\users\firstname.lastname and hit return.
Which Anti-Virus client software is running on my Microsoft Windows computer?
We are currently deploying the Microsoft Forefront Client Security software on any new desktop
and/or laptop computer running Windows. The Forefront client is designed to monitor your system
and detect malicious software. In the taskbar you should find an icon that looks like this:

This icon changes to one of the following states depending on the condition of your Windows
system:

The Forefront client is configured to automatically scan your system on a regular basis. If you want
to know more about the state of your system, just right-click on the Forefront client icon and select
Open in the menu to open the Forefront client window.

19

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

20

When the Forefront client is scanning your system, the static icon should switch to an animated one
like this:

You can also access the Forefront client by clicking on the round Windows start button
and by looking for the Microsoft Forefront folder containing the Forefront Client Security menu
item in the All Programs menu list.

Hint: Students with a PC running Windows can download free virus scanning software from any of
these online sources:
Microsoft Security Essentials

www.microsoft.com/security_essentials/?mkt=en-us

Panda Cloud Antivirus

www.cloudantivirus.com/en/

Avast!

www.avast.com/free-antivirus-download

Avira AntiVir

www.avira.com/en/avira-free-antivirus

AVG Free

free.avg.com/ww-en/download.prd-afh

Since there is no 100% protection or solution, we cannot recommend any one anti-virus provider
over the other, even if you went and tried to install them all. Please keep in mind that running more
than one anti-virus client may significantly reduce the performance of your system and can
potentially interfere with its proper operation.

20

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

21

How to get a single user license of Windows and Office for personal use?
The SIU has a staff-only program in place which, if you have a valid working contract with the
university, entitles you to a single user license of Microsoft Windows and/or Office for personal use.
You are limited to one license per contract which gives you permission to install the Windows
operating system and/or the Office suite on a single desktop or laptop computer.
Please contact the SIU Central Unit for IT Acquisition Management & Global Helpdesk office for
more information. The offer does not include an anti-virus solution, but as mentioned in the
previous section of this document there are free alternatives available (i.e. Microsoft Security
Essentials, etc.).

21

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

22

Voice over Internet Protocol (VoIP) Telephony

How to get a VoIP phone?
As a general rule, prior to your arrival our services got notified
to set up a new VoIP phone for you. If for any reason a VoIP
phone was not set up in your new office for you, please
contact the VoIP phone administrators to start the procedure
for a new phone. A member of the SIU local unit will come
and install it for you as soon as possible. Please note that the
phone assigned to you is linked to your user name, which
means that you may take it with you, should you be required
to move to a different office.
How to setup or modify the profile of an existing VoIP phone?
Point your web browser to the following address: https://iptel.uni.lu/ccmuser/ (and add it to your
browser exceptions should you get a certificate error message)
Once you have added the address to your browser exceptions, the browser should load the Cisco
Unified CM User Options page. Here you need to login using NOT your regular domain user account,
but the PersonIDCode provided to you by the Human Resources department. If you did not get your
VoIP profile account name and password, please contact one of the VoIP system administrators
directly to get your login credentials.
Once logged in you can, for instance, access your phone user manual, configure the speed dials
located on the right side of the liquid crystal display with phone numbers of your choice (remember
to add a 0 (zero) at the beginning to dial an outside line). To do this you just need to click on User
Options, select Device and then Line Settings. Scroll down the bottom of the page and click on the
Save button to store your settings. After a short while the changes should be visible on your VoIP
phone display.
How to activate or check your voice-mail?
Please check your e-mail inbox for a message from Microsoft Exchange that contains your initial
voice-mail PIN code to be able to access the unified messaging system.
There are two ways for checking your voice mailbox. You can check your voice mailbox using your emailbox, as the VoIP system is linked to our Exchange system. All you have to do is either use
Outlook Web Access or your Outlook e-mail client to listen to your voice messages on your
computer. Or you can also listen to your voice-mail on your VoIP phone by pressing the "Messages"
button (with the envelope icon) or by dialling 299 from your office phone. You will be asked to enter
a PIN code on the key pad followed by the pound key (#).

22

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

23

How to reset your voice-mail PIN code?

If you did not receive or forgot your PIN code you can reset your pin code in Outlook Web Access (be
sure to use Microsoft Internet Explorer to do this, as some features, including this one, are currently
not accessible with other browsers). Once logged into OWA click on Options (top right corner) and
then on Voice Mail (menu list on the left), in the main window click on the "Reset Voice Mail PIN..."
link and follow the onscreen instructions to reset your PIN code. You should receive an e-mail
message with your new PIN code in your university e-mail inbox. For security reasons you will be
asked to change your PIN code once youve logged into to your voice-mailbox with the new PIN
code. If you are using Lotus Notes, please contact the VoIP system administrators for assistance.
How to use the VoIP phone directories?
Press the button labelled "directories" (with the open book icon) and you should see a list of several
menu items of which the first three (1. Missed Calls, 2. Received Calls and 3. Placed Calls) are selfexplanatory.
The last but not least important directory is the "5. Corporate Directory", the so-called VoIP search
engine, which allows you to find the people by their first name, last name or phone extension. Use
the keypad to enter characters or numbers into the appropriate fields and push the first context
sensitive button in the line of buttons underneath the VoIP phone display to find the person you are
looking for. Once a list of users is listed, use the arrow keys to go down the list. Once you have found
the user you are looking for, just pick up the phone and the number should be dialled automatically
for you.
Alternatively, should you want to know the location of the persons office instead, you will need to
check out the university CONTACT page on the university website: http://www.uni.lu
Note: As of this writing, the "4. Personal Directory" service is not yet available and is still a work in
progress of the overall VoIP project.
How to use a VoIP phone configured with two phone numbers?
You may encounter offices that are equipped with VoIP phones which are configured with two
separate phone numbers. This is done to allow two users with different phone numbers to be
reached through a single phone.
Both phone numbers can be attributed a different phone ring, so the users can identify whose
number is being called at the tone of the ring.
When you place a call, just press the button with your phone extension (on the right side of the
phones display) and dial the phone number you wish to call.
Whenever you want to check your voice-mail you will be asked to enter your phone extension first
after you have pressed the voice-mail button with the envelope icon.

23

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

24

How to do simple troubleshooting on a VoIP phone?

Symptom 1: The IP phone appears to be connected but the display is blank and there is no dial tone.
Diagnostic 1: The IP phone requires electricity to operate and the power supply may be faulty. The IP
phone also requires a working network connection.
Solution 1: Some offices are connected to new network switches that are equipped with "Power
over Ethernet" ports that allow small devices such as the IP phones to get their power over the
network cable. Those phones do not need an external power supply. If your phone gets its power
over the network cable, make sure the network cable is connected to the port labelled SW. After a
power outage it is possible that a power supply gets "fried" due to the ensuing power surge. Just ask
the SIU local unit closest to you to give you a spare power supply unit.
Symptom 2: The IP phone is connected and powered up but the message "Configuring IP" is
displayed and does not disappear.
Diagnostic 2: This usually means that there is network activity but the connection is not properly
configured for the use of the VoIP protocol. (This is usually the case for legacy switching technology.)
Solution 2: All you can do at this point is notify your local SIU unit and tell them the network outlet
number written on the label over the RJ45 network port (i.e. Rxx.Dyy.zz or something like that) so
that they can configure the switch port to support the VoIP protocol.
Symptom 3: The IP phone is connected and powered up but the message "Registration Rejected" is
displayed.
Diagnostic 3: This usually means that this particular phone was not connected to the network for an
extended period of time and was automatically removed from the system.
Solution 3: Please contact your nearest SIU local unit to return the phone if you do not need it or to
have the phone re-registered to be operational again.
Note: If you are low on network connections and you need an additional network port, you can use
the port labelled PC on the back panel underneath the IP Phone. Contact your local SIU unit should
you require an additional patch cord (they come in many sizes, anywhere from 0.5 to 15 meters).
Is VoIP communication over Skype (or Lync) possible?
Yes, you can install and use Skype as a way to communicate with your peers on your Skype-enabled
PC. Just download and install the latest client from the official Skype website: www.skype.com
You will need to create a Skype account if you dont already have one, as Skype is not a service
provided and supported by the university. Please note that we do not have spare headsets,
microphones or web cams in stock and consequently will have to be ordered.
As of mid-March 2012 you can also use Lync @ UL => https://it-help.uni.lux/lync.html

24

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

25

How to reuse an existing VoIP phone?

As time goes by people will come and go and the VoIP phones remain installed in their former
offices. This means that you may come across an office that is already equipped with an
unregistered VoIP phone. Since every phone is registered to its intended user and linked to the
voice-mail and e-mail system it is important that you notify the VoIP administrators to reconfigure
the VoIP phone to your credentials if you want to be able to benefit from all the useful features
provided (voice-mail by e-mail, call notifications and more).
As a general rule, VoIP phones are unregistered at the end of the contract of the user. Should you
come across a VoIP phone that is not needed anymore, please feel free to return it to your nearest
SIU local unit.

Microsoft Exchange - Unified Messaging @ UL

The university offers its staff members the Microsoft Exchange Unified Messaging experience.
Along with your VoIP phone and phone number you will receive a voice mailbox for internal calls.
Notifications about missed calls and voice-mails are shown on your phone and via the Microsoft
Exchange system. This allows you to use the phone to check your e-mails and calendar entries (i.e.
appointments).
Furthermore you can also turn on or off your Out-of-Office notifications to let people know that
you are either in a meeting, on holiday or on a business trip. Please keep in mind though that the
VoIP phone and e-mail Out-of-Office notifications are handled separately and will need to be
managed individually. Use the VoIP phone to record your audio notifications (press the envelope
icon on your phone and follow the instructions), and your mail client (i.e. inside the Tools menu of
the Microsoft Office Outlook client or inside the options menu of the Outlook Web Access client @
https://owa.uni.lu) to edit your text message.
Why dont I receive voice mails from external calls?
It is university policy that incoming calls should always be processed by a real person. For this reason
external calls are not forwarded to your voice mail box but to the reception of your campus.
How can I reset the password for the phone configuration?
Please contact your VoIP system administrators for assistance.
How can I forward calls?
Just press the CFwdALL soft-button (underneath your phones display) on your phone and enter
the number you want your calls to be forwarded to (add zero (0) for an outside line, i.e. your mobile
phone).

25

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

26

Technical Support
Who to contact if in need of technical support?
Generally speaking, you can contact your SIU local unit team members for most technical support
queries, and you should preferably do so by e-mail: [email protected] for campus Limpertsberg,
[email protected] for campus Walferdange and [email protected] for campus Kirchberg. We are here to
help you get up and running if it is technically possible but keep in mind that we are no miracle
workers. All our systems are installed and delivered as is, meaning with all the interoperability
provided and warranties enclosed by the manufacturers or vendors. An obviously broken device
cannot be repaired by our services and will have to be replaced. An obviously incompatible device
cannot be modified by our services to function in a way that you may deem reasonable or possible
(i.e.: we have had unresolved video and network driver issues with Linux running on Windows
optimized hardware). Please note that technical support can only be provided for equipment owned
by the university.
What are other typical problems to ask technical support for?
As typical support requests we get regularly asked to do a desktop and/or laptop Operating System
(re-) installations as computer systems often get damaged and/or contaminated through prolonged
usage. If you notice that your system is behaving erratically or running particularly slow, a fresh
installation may just be what the doctor ordered.
Please keep in mind that while many systems are monitored to insure their readiness, some are not*
and can break down for various reasons. (* Beamers and photocopiers are serviced by external
suppliers. Please notify the front desk or the Service Infrastructure et Logistique (SIL) should you
run into a faulty unit.)
So if you find a device which is out of order, please let us know so that we can take appropriate
measures to repair or replace the faulty unit. Certain devices such as network printers require toner
and paper and have parts that wear out over time (like fusers, imaging drums and transfer rollers).
While we try to keep various toner cartridges in stock, it is not possible to keep in stock spare
cartridges for all printers all the time. If you need printer paper, please contact the local copy centre
to get some.
What is a standard desktop or laptop installation?
Nowadays when you buy a new desktop or laptop, you will notice that they come usually with an
Operating System (OS) pre-installed with all kinds of other applications, tools and demos you do not
need or want to use. What we usually do, instead of deleting the unwanted software, is to re-install
a fresh copy of the OS as well as all the updates and drivers of the peripherals that the hardware
was delivered with. This method ensures that you will be able to use your system in the best
possible condition when you receive your new equipment. A standard installation includes the
Microsoft Windows OS, the Microsoft Office Suite, Adobe Acrobat Reader, WinZip, CD/DVD burn
software (if necessary) and an Anti-Virus. This is usually enough to get you ready to work.

26

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

27

All users are attributed local administrative privileges, which allows them to install any other tools
and applications they deem necessary. Many useful tools can be downloaded freely off the internet.
What is a special desktop or laptop installation?
A special installation is anything that is not a standard installation. This includes but is not limited to
dual boot installations. Certain research projects require a Linux distribution as a development
platform. These days most Linux users either work with Ubuntu or Kubuntu (for those who prefer
the KDE over the Gnome graphical user interface). Even if you work exclusively with Linux, it is
recommended that you keep Windows on a separate if not the same partition as the hardware is
optimized to run with Windows. (Thanks to virtualization technology it is possible to run one OS
inside another OS. For instance, you can run Windows on Linux using Virtual Box or run Windows on
Mac OS using Parallels.)
Another side of special installations are all software packages that require a license server. If you
require the use of specialized tools like Mathematica, Matlab, AutoCAD, AnSys, etc., just contact
your SIU local unit to have the specific software installed.
So, if you require a special installation, please contact your closest SIU local unit and see if they have
what you need. (In case the software you need is not available, contact IT Acquisitions to see if the
product you seek can be ordered.)
How to report technical problems or hardware failures?
Telling us that "it doesnt work" is not really helpful. A somewhat detailed description of the
symptoms, the location/office/lab where the problem is occurring as well as the type and model of
the device will help us help you faster.
How to contact the SIU local unit?
Currently there are several ways to contact us, but since we are usually on the move, the best way
to contact us is by e-mail ([email protected]) or by leaving a voice-mail message on the
VoIP phone if we are not available. If you have a request that will most likely take several days or
weeks to get processed to your satisfaction, you are invited to use the SIU Trouble Ticket System
described on the following pages.
What is the purpose of the SIU Trouble Ticket System?
The overall purpose of the TTS is to keep track of IT requests that fall in certain categories.
Specifically, requests that take more time to do than say, half an hour. For instance, if you need a
couple toner cartridges replaced, you do not need to use the TTS. On the other hand, if you need all
12 ink tanks and 6 print heads replaced on a large-scale plotter, we highly recommend that you use
the TTS.

27

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

28

How to access the SIU Trouble Ticket System?

The TTS is an online service that allows you to submit SIU requests via a web interface. The TTS can
be accessed through your web browser, while you are connected to the UNI network. Point your
web browser to the following address: https://it-help.uni.lux (and add it to your browser exceptions
should you get a certificate error message)
Once you have accepted the certificate, a front page should load that looks something like this:

Welcome
If you are having computer related questions or problems, please choose from the following options:

Check out the SIU section on the Intranet of the university. You will find various documents referring to
the setup and usage of computer software
Check out the FAQ section of the trouble ticket system for answers of common questions and problems
Create your own ticket using the trouble ticket system to create your own ticket. You can use your
normal login and password to connect. SIU will contact you then as soon as possible
SIU members can access the agent view to the system to work on tickets here

As you can see there are several links. Click on the one that says trouble ticket system to load the
login page that looks something like this:

Enter your UNI domain user name (firstname.lastname) and your UNI domain password to log into
the TTS.

28

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

29

How to create a Trouble Ticket?

Click on the "New Ticket" button to load the ticket creation interface (1st menu item from the left).

Once the new ticket interface is loaded you should see a fill-out form like this:

Please select your recipient in the drop-down menu (1) and fill out the subject field (2). Use the text
box in the middle of the page (3) to describe your problem. If necessary (i.e. for clarity) you can add
a file (document or picture) to your ticket as an attachment (4). You can choose the priority (5) as
well but for truly urgent problems we recommend that you contact us by e-mail or phone instead.
(1) The "To" drop-down menu:

29

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

30

This box basically determines the recipient of your trouble ticket. If you do not know who could help
you, just send the trouble ticket to the nearest SIU local unit and they can route the ticket to
whoever can take care of it.
To: Administration Services IT Problems, (SIU central unit, network and security)
To: IT Acquisitions, (all university IT acquisitions)
To: SIU Kirchberg, SIU Limpertsberg, SIU Walferdange, (the SIU local units of the respective
campuses)
To: UL Webmaster (the webmaster managing all UNI web servers)
(2) The "Subject" field:
The subject field should be used to give a very brief description of what your request consists of. It is
important to fill out the subject field because it is partially used as the subject header of all e-mail
TTS notification messages sent out to the respective recipients.
(3) The "Text" field:
The text field is the body of the TTS message and should contain the detailed description of your
request. If you have prepared a document with your request, you may also add this document as an
attachment to the TTS request as described below.
(4) The "Attachment" field (optional):
The attachment option allows you to add a document or image file to your request. This means you
could add a picture, drawing, Word or Excel document to your request as the text field is rather
limited in its possibilities. Just click on the Browse... button first and locate your file. Once you
have selected the file, click on the Attach button to upload the file to the document.
(5) The "Priority" drop-down menu (optional):
The priority drop-down menu basically allows you to set the initial urgency of your request. The
default urgency setting is normal and serves no other purpose at this time. Rest assured that all
requests are handled as quickly as possible.
Final Step: Submitting Your Request!
When you have filled out all the required fields of your request, click on the Submit button to send
off your trouble ticket request. The system will then automatically contact the appropriate recipients
of your ticket. You will be notified by e-mail message if there has been a change in status or if your
request has been successfully processed and/or closed.

30

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

31

Microsoft Office Professional Help

Microsoft Office
Professional Help for Access, Excel, Outlook, PowerPoint, Project, Visio, Word and more!
Office Support in French:

http://office.microsoft.com/fr-fr/support/

Training courses in French:

http://office.microsoft.com/fr-fr/training/

Office Support in German:

http://office.microsoft.com/de-de/support/

Training courses in German:

http://office.microsoft.com/de-de/training/

Office Support in English:

http://office.microsoft.com/en-gb/support/

Training courses in English:

http://office.microsoft.com/en-gb/training/

Microsoft Office Home Page:

http://office.microsoft.com

Generally speaking, if you are looking for a solution to a Microsoft Office problem (or any IT problem
for that matter), the internet is as good a place for searching for help than any tutorial or training
course ever could. If you are experiencing technical difficulties with a particular tool, chances are
someone else was too and figured out a way to solve them. Search engines like www.google.com ,
www.yahoo.com or www.bing.com may be able to find a fix faster than you can read your way
through the table of contents of this or any other manual.
The art of formulating a proper search engine query to produce a useful answer to your question is
of course a different matter altogether. The important thing is not to get discouraged. If at first your
query does not produce the right answer try focussing your search differently. You may have to use
more precise descriptions of the symptoms or use synonyms as there are different ways to describe
a particular problem.
Also note that for most technical questions related to Office or Windows, your chances for finding a
proper answer are improved if you formulate your query in the English language.

31

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

32

How to access the computers inside lecture rooms and labs?

If you are planning to give lectures in a lecture room or lab equipped with desktop computers you
can use your university domain account as login to access the workstations. Guest lecturers will
need to contact the SIU local unit to obtain special login credentials to get access. Also, if you need a
key to open the door of a lecture room or lab, please contact the reception or the concierge.
Campus Computer Lab Policies:
The classrooms equipped with computer workstations can be divided into two categories:
- General Purpose Computer Labs: General purpose computer labs usually contain computer stations
configured for normal use. Students and staff members with a university domain account can log
in and take advantage of the software installed for its intended purpose. The general purpose
computer labs can also be used outside regular lab hours. User privileges are limited to regular use
and administrative privileges are not available.
- Special Purpose Computer Labs: Special purpose computer labs usually contain computer stations
configured for special use. Access to these workstations is limited to students and staff who work on
lab assignments or projects in a particular field of study. User privileges are less limited and
administrative privileges are usually available.
Important Notice!
If you are a lecturer and are planning to hold lectures or workshops in a computer lab and require
special software to be installed on the computer workstations you will need to contact the computer
lab manager (*) of your campus well ahead of time to allow the lab manager to find a free time slot
in the course schedule to be able to deploy the software over the network onto the workstations.
Not all labs are the same size and therefore allow a variable number of users. If you are given a
choice of labs, please make sure that it will fulfill your needs before contacting a computer lab
manager.
(*)CL: Ralf Tiex, CK: Marco DeCillia, CW: Carlos Marques

32

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

33

How to avoid printer problems and paper jams?

Use the Right Print Media: Not all printers work with all media. As a
general rule most printers work best with regular (A4) plain paper.
Even if manual feed trays accept other sizes, using the wrong media
(greeting cards, thick or coated paper) can damage printers. Large
volumes of non-standard paper will generate excessive strain on the
imaging units and significantly reduce the life expectancy of your
printer.
Please, do not use transparent media in laser printers! Many fuser units operating temperatures
(180C or 356F) exceed the melting point of transparent media. Use transparent media in ink-jet
printers or plotters only.
Avoid Using Damaged Paper: Paper with bent or curled corners can easily cause a jam. If you must
use imperfect paper, position it so the flattest, straightest edge feeds into the printer first. Reusing
one-sided print-outs may also increase the likelihood of paper jams. Please, do not reuse wax printouts in laser printers as the wax ink will melt inside the fuser units.
Load the Paper Correctly: Be sure to adjust your printers guides for the size of paper that you are
using. Paper guides that are too loose or too tight can cause the paper to go into the printer at an
angle, causing a jam. Do not mix more than one paper size or type in the tray at the same time. Also,
do not overload the paper trays.
To add more paper to a stack, first remove all the paper from the printer tray. Add more paper to
the existing stack, and tap it against a desk or other surface so that all the edges line up. Then load
the entire stack into the printer tray.
Print Only When Necessary: It is highly recommended that you check your document with the Print
Preview feature of your Office application to verify if the print-out meets your expectations instead
of printing a hardcopy. Also please keep in mind that while certain information is critical and you
may want to keep it on paper, most data is perfectly safe inside your e-mail application as long as it
is also stored inside the University e-mail system or on the Atlas file storage server.

33

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

34

SIU Central Services

Software and Hardware Acquisitions
As a general rule all software and hardware acquisitions are handled by the IT Acquisition
Management & Global Helpdesk Officers. This includes but is not limited to software licences,
software development suites and desktop as well as mobile computers and accessories. Should you
require special software and/or hardware, or if you want to check on the status of open orders,
please feel free to contact the acquisitions officers directly.
IT Hardware Configuration and Purchase Decisions
At one time or another you may be faced with the decision of configuring and buying IT hardware for
yourself or someone in your team. As a general rule there are several aspects that should enter into
your decision making process, like the users profile, the users tasks or needs, the philosophy of use,
the budget, the model and the price range.
It is important to know who the intended user of the new computer is going to be. For instance,
administrative tasks require a less powerful system than complex computations for a research
project. If your work requires for you to be mobile, you will probably want to get a laptop or even a
small notebook instead of a desktop PC. Many systems are the results of compromises that will
often oppose mobility versus performance. The most powerful systems usually end up being the
heaviest, whereas the lighter ones tend to be somewhat limited in overall capability. Desktop
computers can be very cost effective or very powerful depending on their configuration.
The university has been satisfactorily using DELL equipment for some time now and continues to do
so to this day. The spectrum of system configurations offered by DELL is fairly straight forward and
yet covers most user needs. Administrative office computers and classroom systems are usually
covered by the Optiplex series of desktops. Research unit members and faculty staff usually prefer
Precision workstations which offer more processing power, more memory (RAM) and additional
data storage capabilities (Hard Disk Drives, Solid State Disks). For your mobility needs there are
computers like heavy-duty Precision laptops and light Latitude notebooks.

There are also other things to consider, for instance, the keyboard layout language. You should
specify your favourite input language keyboard layout when you place your order (i.e. French,
German, Swiss, US or UK or any other language that you are most comfortable with).

34

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

35

The monitor size is also a factor that should not be neglected. You should pick a monitor size
between 20 and 24 (inches), as this size is considered a comfortable format to work with without
exceeding your budget requirements.
Important: If you want to minimize paperwork and delays, you should always specify everything you
would like to order with your new computer (i.e. accessories like a nylon backpack or a regular carry
case, a docking station with external monitor, additional batteries or power supplies, memory sticks
or if you want a tower or desktop case, external speakers, a headset (i.e. for Skype) etc.). Most
computer items can be ordered separately, so should you need a replacement unit, you can do so
later on.
Check out the DELL website to get more information about your new Dell system (www.dell.com)
To make sure that your system of choice is also available for the local market check out the DELL
website for Luxembourg (www.dell.lu).
For special projects or exceptional requirements it is also possible to order from different
manufacturers (i.e. Apple: www.apple.com). Keep in mind though that in case of technical problems,
delays can be expected as not all suppliers offer the same levels of support.
Decommissioned Hardware Acquisitions: This procedure is limited to faculty and staff members
only and was introduced to allow university personnel to purchase their own old computer(s) or
laptop(s) towards the end of their lifecycle. Currently this procedure is limited to PCs and laptop
computers only. Please also note that starting from the date of purchase, no SIU-support will be
possible on the hardware and software.
Note: Unless otherwise specified all IT equipment purchased over a department/research budget
remains the property of the university at all times. The acquired IT equipment is at the disposal of
the intended user for the duration of the employment contract only. At the end of the employment
contract the IT equipment needs to be returned to the project manager or research/department unit
coordinator in case the IT equipment does not exceed its 4-year lifespan so that it may be digitally
refurbished and used again.

Mandatory Restrictions: 1. The hardware needs to be at least 4 years old starting from its initial
date of purchase. 2. The hard disk drive(s) must be free of software or
licenses and thus must be formatted. (No Windows license stickers are to
remain on the CPU case.) 3. The serial numbers of the CPU need to be
recorded for the inventory. 4. The future owner of the hardware needs to
present a proof of payment of 35,00EUR to the amis de luniversit
association. 5. The future owner of the hardware and a SIU member need
to sign a certificate of purchase.
Bank Information:

35

Association des Amis de lUniversit

IBAN: LU08 1111 2571 8033 0000 - BIC: CCPLLULL
UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

36

How to modify your personal home page?

The university web site features a web search engine for the staff directory which is located at the
following URL: http://wwwen.uni.lu/contact/search_for_a_person. In the text field on this page
you can enter the name of the person you are looking for. The web page which is then loaded (is not
your personal home page) is managed by the department of human resources and can only be
modified by their services.
Staff members that belong to a research unit have access to a personal home page that contains
personal information (curriculum vitae, research projects, lectures, publications, links, etc.).
To update your personal home page you need to connect to the publications server which can be
found at http://publications.uni.lu and accessed with your e-mail account
([email protected]) and your password as login (see image below).

Once you are logged in you can submit new content to your personal home page by clicking on the
SUBMIT link. For more information just click on the link on the submission page for a short
description of the publication server system and look for the PDF document: Presentation
publication server FINAL V1.1-1.pdf. If you have further questions feel free to contact Jean-Yves
Chapeau (6252).

36

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

37

How to moodle?
What is moodle? "Moodle is a Course Management System (CMS), also known as a Learning
Management System (LMS) or a Virtual Learning Environment (VLE). It is a free web application that
educators can use to create effective online learning sites." - moodle.org

The University of Luxembourg keeps its own moodle web sites which are organised in such a way to
reflect the faculty structure. The respective faculty moodle web sites can be accessed directly over
the internet through the following addresses:
Faculty of Science, Technology and Communication: http://moodle.fstc.uni.lu
Faculty of Language and Literature, Humanities, Arts and Education: http://moodle.flshase.uni.lu
Faculty of Law, Economics and Finance: http://moodle.fdef.uni.lu
Please use your domain user name (firstname.lastname for staff or student number for enrolled
students) and domain password as login credentials.
For detailed usage information please check the moodle resources web page on the intranet.
If you have questions regarding the moodle web site, please feel free to contact the respective
administrator of your faculty:
FSTC: Gatan Pecoraro, [email protected], 5468
FLSHASE: Shahed Parnian, [email protected], 5639
FDEF: Marc El Alami, [email protected], 5334

=/\=
Well, thats all for now. The entire SIU Team would like to thank you for taking the time to read this
guide. We hope that you found the information compiled within these pages useful and should you
have further questions, comments or suggestions, please feel free to contact anyone on the
organizational chart on the following page.
The SIU Team

37

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

Who is who in SIU?
The people behind the SIU acronym:

To get the latest organizational chart, please point your browser to the following address:
http://wwwen.uni.lu/university/about_the_university/organisation_chart
and click on the IT Department button.

38

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

38

SIU FAQ and IT Survival Guide!

39

SIU E-mail Contact List (Phone Extensions)

SIU Manager: [email protected] (6751)
SIU Central Unit Security, Network & Server Admin
[email protected]
[email protected] (5296)
[email protected] (5449)
[email protected] (5291)
[email protected] (5793)
SIU Central Unit E-mail Admin
[email protected] (5296)
[email protected] (5291)

SIU Central Unit Development

[email protected] (5503)
[email protected] (5817)
[email protected] (5294)
[email protected] (5293)
SIU Central Unit VoIP Phone Admin
[email protected] (5449)
[email protected] (5793)

SIU Central Unit IT Acquisition Management

& Global Helpdesk
[email protected] (5874)
[email protected] (5627)

SIU Central Unit Wifi Network Admin

(eduroam, uni-visitor)
[email protected] (5449)
[email protected] (5793)

SIU Central Unit Admin Support

[email protected] (6588)

SIU Central Unit Web

[email protected]
[email protected] (5297)
[email protected] (5845)

SIU Local Unit KIRCHBERG

[email protected]
[email protected] (5285)
[email protected] (5295)
[email protected] (5818)
SIU Local Unit WALFERDANGE
[email protected]
[email protected] (9515)
[email protected] (9444)
[email protected] (9445)

SIU Local Unit LIMPERTSBERG

[email protected]
[email protected] (6339)
[email protected] (6584)
[email protected] (6871)
[email protected] (6338)
SIU Faculty Support
[email protected] (FDEF) (5334)
[email protected] (FSTC) (5468)

Note: The best way to contact a SIU team member is by e-mail, but in case of pressing matters you
can always give us a call during regular office hours. When in doubt send your e-mail queries to the
mailing lists of your local unit ([email protected], [email protected], [email protected]) to contact all the local
unit members on your campus.

39

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

SIU FAQ and IT Survival Guide!

-NOTES-

40

UNI.LU SIU FAQ & Survival Guide Version 2.2, July 2012
(Disclaimer: Document Not Designed For Publication, For Internal Use Only!)

40