Frequently Asked Questions (FAQ)

Computers
Our Office
Passwords
E-Mail
Eudora
Outlook
HIP/EPR
Printers

OFFICE

What does CNS mean?  
CNS stands for Computer Network Services.

What does MNET mean?  
MNET stands for The Johns Hopkins University Department of Medicine Network. 

Who maintains this FAQ?
The Department of Medicine Network office (410) 502-6638.

Whom do I call when I have problems with my computer? 
You may call the Help Desk at (410) 502-6638 or you can e-mail the Help Desk at mnet-a@mail.jhmi.edu.

What happens after I call (410) 502-6638 or e-mail (mnet@jhmi.edu) the HELP Desk?  
When you contact the HELP Desk, we will try to troubleshoot your problem over the telephone.  Sometimes we will grab control of your PC remotely so that we can look at your computer screen while you describe the problem. If we are unable to resolve your problem, we will send a second-level network support analyst to visit you.  If this person is unable to resolve your problem, we will escalate your question to a third-level network support supervisor.  Once we have completed the service call, we will follow up with a questionnaire that asks you to comment on our service.  If you feel you require special assistance during this process, please call (410) 502-6638 and ask for the network supervisor.   

Who are the Computer Network Services staff and where are they located?  
Please visit the CNS web site and click on the link to personnel.   We are located in the Jefferson Building, Room B1-178 on the East Baltimore Medical Campus.  

PASSWORDS

My password does not work, what should I do?  
Make sure the caps lock is not on.  Please remember that passwords are case sensitive. If that doesn’t help, call the Computer HELP Desk at (410) 502-6638.  

What is telnet? What is ftp?
Telnet allows us to log onto other computers on the Internet. We use telnet to access JHMCIS e-mail though PINE.  FTP stands for File Transfer Protocol.  

Why is my computer so slow?

You may have an older machine. Programs you may be using now were developed for significantly faster machines than what you may be using. The CNS group will only support Pentium 166 MHz processors or faster with 32 megabytes of RAM. You also must have 500 mb of free hard drive space available.  At the Bayview campus we also support Macintosh computers with a Power PC (including IMAC or G3). A Macintosh Operating System of 8.1 or higher that supports an Ethernet connection. With unused disk space of 200 mb or more, and 64 mb of RAM or more.    

What is my network personal disk quota?
Your network disk quota is 200 megabytes. This quota is set on home directories, usually on the H: drive.  Your home directory is backup five days a week (Tuesday thru Saturday morning).

Why can’t I install programs on my PC?  
If you are using Windows NT Workstation as an operating system, you do not have the proper permissions to install programs on your machine. You will need to call the Help Desk at (410) 502-6638 to have your software installed.

Can I retrieve a backup of the files(s) I just accidentally deleted?  
Yes, you can if you have these files stored on the server and your file has been stored for more than one day.

E-MAIL

How do I Obtain a JHMCIS E-Mail Account?  
When you log into JHED (http://jhed.jhmi.edu) you will see a link that reads "Request a JHEM Email/Calendar Account."  Once you click on this link, your account will available in two to three business days.  For answers to some of your JHEM e-mail questions, please visit the the JHEM Information Central web site.

My e-mail password is not working, what can I do?  
Make sure you are typing it correctly.  If you still have problems, then your password may have expired.  Call JHMCIS directly at (410) 955-HELP.  If you are receiving no resolution, please call the Computer Network Services HELP Desk at (410) 502-6638 or e-mail the help desk at mnet@jhmi.edu and let us know you are having problems with your password.   

I am not receiving e-mail.  
You may not be receiving e-mail because your password is expired, you have exceeded your quota or your network connection is down. Your Netscape might need to be upgraded to the latest version. Sometimes the JHEMserver may be unreachable. We don’t  maintain the JHEM server, but you can call the help desk at (410) 502-6638 to find out what the problem may be.    

Can I get my JHMCIS e-mail if I dial into AOL or some other Internet Service Provider? 
Yes.  We also recommend you get a VPN software at http://jhed.jhmi.edu.  

How can I let everyone know I won't be reading my JHEM e-mail while I'm on vacation or out of my office?  
See our instructions on how to create a vacation message.  

How do I reach the Hopkins directory to look up someone’s e-mail address?  
http://jhed.jhmi.edu.  

EUDORA

I am getting a Remote Instance error message when I log into Eudora.    

There is an owner.lok file in your Qualcomm directory. Your Qualcomm directory is either in your hard drive or your home directory. (Usually your H: drive.)

I am getting a message that says: Pass, “SHHHHHH, don’t tell anyone” when I log into Eudora.    
The server may be down, or your password may have expired. Your CAPS Key may be on. You may also be typing an incorrect password. You can call the HELP DESK at (410) 502-6638 to resolve your problem.  

I am getting an error message that says “quota exceeded while writing “var/mail/username” after I send messages.    
You are attempting to send e-mail to a person who has exceeded his or her limit for mail on the server. That person needs to delete mail from his or her mailbox in order for him or her to receive mail.

OUTLOOK

Where are my sent items stored?    
There is a “sent” folder under “My Shortcuts” on the left hand side of your screen while in Outlook. You can find your sent items here.    

HIP/EPR

How can I get access to EPR and HIP from Home?
First you will need a SecureLink account so that you can access HIP or EPR from any external Internet Service Provider (ISP).  If you like, you can borrow an installation CD from the Computer Network Services Office or you can download these applications from the web.  For more information on SecureLink, HIP or EPR, please visit the JHMCIS web site.

PRINTERS

Why does it take so long to print?   
If you are connected to a network printer, you may see delays in your print jobs because the network is busy or possibly unreachable. If you have an old printer, the print jobs can be slow because of the printer’s age.  

I can’t print anything from HIP, but I can print everything else.    
The software for your printer (Print Driver) may not support the HIP program. You can call the HELP DESK at (410) 502-6638 or e-mail us at mnet@jhmi.edu and let us know about your printing problem. We will install the correct printer.  

 My printer is attached to my computer and it won't print.  
Please turn your printer and computer off. Then turn your printer on.  Next, turn your PC on.  If you follow this order, printer, than PC, your PC will find your printer. If you still are having problems, call the CNS Help Desk (410) 502-6638.  The CNS group does not maintain or service printers. We are happy to diagnose your problem for you, but hardware printer repair must be contracted through an outside printer repairs group. If you suspect your printer has a hardware problem, you may want to call Clinical Engineering (410-955-8805) for assistance.