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ManageEngine ServiceDesk Plus
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ID  Title  Views  Created On  Created By  
Unable to open assignments in myFranklin or open/s...
Topic : BlueQuill and myFranklin
Students may experience issues when accessing areas in myFranklin or the Office365 email system if there are certain unwanted Extensions or toolbars that are installed in a web browser. We recommend disabling all of these extensions and then restarting your web browser to correct this issue.If you are using Mozilla Firefox, you may access the Extensions menu by clicking on the Firefox menu button or the Tools menu and clicking on "Add-ons". Once you have reached the Add-ons screen, ple...
496 Sep 9, 2013 01:32 PM helpdesk
Unable to log into or access WebAdvisor
Topic : myTools/WebAdvisor
There is an issue where some students have been unable to access their WebAdvisor account. When you access WebAdvisor, our system technically uses your log in information that you entered into myFranklin to log you into WebAdvisor. While your password may allow you to access your myFranklin account, it may not be suitable for your WebAdvisor account. It will be helpful to change your password to the following format to be acceptable for both myFranklin and WebAdvisor: Eight to nine characters l...
687 Dec 6, 2013 10:11 AM Ted Kocher
IT Announcements/Outage Updates
Topic : Forms
9/29/15 - Web Advisor, A.K.A. myTools is not operational. Users are not able to access the system. [UPDATE] Students can now log into myTools. A faulty patch to the application server created the unexpected outage. Access was restored at 9:55 AM.8/27/15 - Internet Connection on Franklin Campus is very slow. Time Warner Cable has noted nationwide slowdowns for internet connection. [UPDATE] 8/28/15 full internet connectivity restored at 11:15 AM.8/4/15 - No users are able to log into BlueQuill (my...
2566 Jan 23, 2014 10:05 AM Colin Luther
Creating an Student Account for
Topic :
For a video on how to create a new user profile, please visit the following web page: Your instructor provides a Class ID # and enrollment password to the class in order for you to create your own account to use Turnitin1. Go to  2. Click on “Create Account” link in the upper right corner.3. On the next window, where it says “Create a New Account” choose the “Student” link.4. Follow the directions on...
661 Feb 21, 2014 09:40 AM Lisa Vue
Tunritin Enrollment – Add a class to account – Stu...
Topic :
For a video on how to enroll in a Class, please visit the following web page: If you have ever had a Turnitin account, you should continue using it for any new classes you are taking which require Turnitin. You should not create another Turnitin account when you receive a new Class ID# and Class Password (see Warning below).  Instead, you can add any number of classes to your already existing account.To enroll in a class u...
670 Feb 21, 2014 09:50 AM Lisa Vue
Turnitin Paper Submission - Submitting a paper via...
Topic :
For a video on how to submit a paper, please visit the following web page: can submit papers to assignments which have been created by an instructor. To submit a paper using file upload, please do the following:1. Log into your account.2. Click on the title of the class you wish to submit to.3. Click on the blue "Submit" button for the assignment you wish to submit to.      If there is a grey "Submit...
657 Feb 21, 2014 09:52 AM Lisa Vue
Turnitin - Originality Check
Topic :
For a video on how to view originality reports, please visit the following web page: submitted to Turnitin may be compared against billions of internet documents, archived internet data that is no longer available on the live web, a local repository of previously submitted papers, and subscription repository of periodicals, journals, and publications. The comparison may be against any or all of these repositorie...
695 Feb 21, 2014 09:55 AM Lisa Vue
Turnitin - Setting User Preferences
Topic :
The Turnitin student user homepage contains a number of links in the toolbar at the top that allow a user to change their profile and preference information or check for system-wide announcements from Turnitin.My ClassesThe "HOME" link returns a student user to their student user homepage and the list of classes in which the active user profile is currently enrolled. From this page, a user can enroll in new classes or enter a class portfolio.User InfoA user profile contains personal in...
673 Feb 21, 2014 09:58 AM Lisa Vue
124 Help Center
Topic :
 The Help Center is an area we have created for our users to search for help or information about using Turnitin. Frequently updated lists of the most common questions we receive are also available.You may create a turnitin Ticket by clicking Help Center.
609 Feb 21, 2014 10:00 AM Lisa Vue
Change timezone in your email
Topic : Online Email (Office365)
1. Log into your online webmail email account. ( Click the cog or gear icon located in the top right corner of your email.3. Go down and click on Options4. On the right side, under Options, click Settings5. After you click on Settings you will then need to click on Regional6. You will now need to adjust the timezone setting shown above.7. After you have selected the correct timezone, you will need to click Save
340 Mar 3, 2014 04:06 PM Troy Nines
Configuring an iOS Device for Franklin / Urbana Em...
Topic : Email
This document will assist you with configuring your iOS device (iPhone, iPad) for your Office 365 email.Go to SettingsSelect Mail, Contacts, CalendarsSelect Add AccountSelect Microsoft ExchangeFill out the following fields:Email:- (Franklin staff/faculty)- (Urbana staff/faculty) - (Franklin student)Password: your email passwordDescription: whatever you would like to name the account (defaults to "Excha...
738 Mar 6, 2014 11:53 AM Eliot Lesar
EcoBeaker Licensing issue
Topic : Applications and Software (Student, Adjunct)
EcoBeaker is legacy software. It may or may not run on your operating system or hardware. Cosmetic or other functional problems may be observed, including an incorrect expiration date. To Run EcoBeaker 2.5 after September 15, 20131. Download the "" file from the course website. Launch the EcoBeakerWin_2012-13.msi file and follow the installation instructions.2. When the insulation is finished, navigate to C:\Program Files (x86)\EcoBeacker 2.5\LIbrary\Images3. Repla...
863 Mar 26, 2014 01:58 PM Ted Kocher
Installing software from DreamSpark with Virtual C...
Topic : Student Software
Software that is downloaded from Microsoft's DreamSpark website is intended to be burned onto a blank CD or DVD with either Windows 7's native .iso burning software or the imgburn ( software. Windows 8 and higher is capable of opening and installing this software with creating an installation disc.However, there is an alternative method of installing software from the ELMS/DreamSpark website that does not require you to burn a CD or DVD with Windows 7.Please refer to the ...
649 Apr 3, 2014 12:17 PM Eliot Lesar
230 Student Setup
Topic : provides detailed tutorials for the first steps a student needs to take to setup an account and submit a paper. Direct links to these tutorials are provided below:Creating a new profile (click here)Enrolling in a new class (click here)Submitting a paper (click here)
500 Apr 16, 2014 11:29 AM Eliot Lesar
Resetting the password for
Topic : Other
Prospective and returning students may log into an existing application by entering their email address and application password in the "Continue an Existing Application" field:If you do not know your password, you will need to click on the "Forgot your password?" link to create a new password. This password cannot be reset the Help Desk.Clicking on this box will bring up a new window where you may create a new password.Submitting this form will send an email to your provided...
532 Apr 17, 2014 12:41 PM Eliot Lesar
Login information for myTools (WebAdvisor)
Topic : myTools/WebAdvisor
If you have submitted an enrollment application at after 6/9/14, you will now be emailed a username and password. This login information can be used to access the myTools website (also known as WebAdvisor) at This website can be used to check your Financial Aid information and Award Letter if it is available. Please note that the username and password that you are provided will only allow access to myTools. Your BlueQuill account will be activated...
532 Jun 16, 2014 01:43 PM Eliot Lesar
Adobe connect application/desktop sharing error wi...
Topic : Connect Troubleshooting
When trying to share your desktop or an application with Adobe Connect users can receive an error like the following:This problem can be solved by following the steps below or using Firefox.The problem is that Chrome's default plugin is not compatible with screen sharing.To solve the problem:1. To access the plugin settings paste the following into a tab in Chrome: chrome://plugins2. Find the Adobe Flash Player plugins and then click on the details icon on the right.3. When the details are shown...
403 Jun 19, 2014 01:17 PM Matthew Tierney
Configuring the OneDrive for Business desktop clie...
Topic : Microsoft Office 2013
Please review the attached Word document for information on setting up your OneDrive for Business desktop client to synchronize with your files and folders on your Office 365 account.
345 Jul 28, 2014 08:36 AM Colin Luther
End of Windows XP Support
Topic : Other
Starting April 8th 2014, Microsoft will no longer provide security updates for computers running Windows XP. As a result, computers running Windows XP will gradually become more vulnerable to malware and other security threats.It is recommended to update to a newer version of the Windows operating system. More information regarding the end of support for XP can be found at Microsoft's official website:
264 Oct 8, 2014 11:19 AM Troy Nines
Adobe Connect Audio Troubleshooting
Topic : Connect Troubleshooting
Here are some troubleshooting steps to try:1. Adobe Connect works with Flash. You must have Flash enabled in the browser to utilize Adobe Connect's features.2. When clicking on the microphone icon you will see: Make sure to "Allow" the Camera and Microphone settings. 3. It may help run through the Audio Setup Wizard. 4. We also suggest to checking the "Recording Devices" and "Playback Devices" (right-click on the speaker icon) to make sure the correct speaker and mi...
253 Oct 29, 2014 10:25 AM Ted Kocher
Adobe Connect & Lync Training
Topic : Connect Troubleshooting
Here are useful links for using Adobe Connect Lync, also known as Skype for Business (instructor and student)   Adobe Connect (instructor)   Adobe Connect (student)
117 Nov 25, 2014 03:39 PM Michael Mason
Chrome Launches in Windows 8 Metro Mode
Topic : Connect Troubleshooting
Users running Windows 8 or 8.1 on their computers can sometimes have a problem with Google Chrome launching in Windows 8 Metro Mode. This mode will take up the entire screen and not allow some add-ons to work. This can even cause difficulty with launching Adobe Connect. It may also interfere with multitasking as the Chrome window blocks access to any other programs. Here are some links on how to correct the issue.
148 Dec 4, 2014 01:20 PM Matthew Tierney
Signing into Lync 2011 for Mac
Topic : Lync/Skype for Business
For Lync users on a Mac, please follow these steps for logging in. 1. Install the Lync for Mac 2011 application. Please keep in mind that this application works best for users who are using Office for Mac 2011. Older versions of Office for  Mac and Lync for Mac 2011 do not always play nice together. 2. Install the Lync for Mac 2011 update. This update is also available through the Office365 portal with the Lync for Mac 2011 installation file. The update is also available here: http://www.microso...
194 Jan 7, 2015 10:33 AM Ted Kocher
Adobe Connect will not recognize my microphone or ...
Topic : Connect Troubleshooting
If you cannot get adobe connect to recognize your microphone or camera, please try following steps. 1. Close out of any Adobe Connect session.2. Go to: to download the most recent version of Flash Player. 3. Install the downloaded version of Flash Player.4. Then navigate to: Adjust your Global Security Settings for Flash Player to “Always Ask”.6. Then adjust...
267 Jan 8, 2015 04:23 PM Ted Kocher
Audio rights for students in Adobe Connect and Pre...
Topic : Connect Training
Professors have the ability to grant permissions for students to use the room with audio and sharing features. However, this will not grant students recording privileges. If a professor wishes to grant audio and sharing permission, consult the following: may also consult the following video for more understanding on options for student presentations in Adobe Connect:
149 Feb 3, 2015 10:27 AM Ted Kocher