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ManageEngine ServiceDesk Plus
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ID  Subject  Views  Created On  Created By  
Unable to log into Library Online website
Topic : General

Problem:I am unable to log into the Library Online Resources page when viewing an article. The page will either "flash" and erase the login information without returning an error, or I receive the following error message when entering the correct myFranklin login information:Unable to identify you through your campus identification. Please use your library identification or see a librarian for assistance.Solution:The issue with the Library website rejecting your correct myF...
135 Aug 29, 2013 03:03 PM helpdesk
Meet/ElluminateLive does not launch with Java
Topic : Meet/ElluminateLive

Problem:When attempting to enter a Meet session, I encounter a prompt to select the program that is needed to open the getStandardAdapter.jnlp file. Alternatively, the getStandardAdapter.jnlp file is launched in a program other than Java (such as Adobe Reader, Internet Explorer, Windows Media Player, etc.).Solution:It appears that your computer is not set to open Meet with the correct program.To change this behavior, please click on the "Meet" app in your course website, ri...
272 Aug 29, 2013 03:04 PM helpdesk
Access Denied when entering Meet/Elluminate sessio ...
Topic : Meet/ElluminateLive

Problem: I receive the following error screen when accessing a Meet/ElluminateLive session. Attempting the "Try again?" option does not correct the issue.Solution:A small ".jnlp" file is downloaded every time an attempt is made to enter a Meet/ElluminateLive session. This file is a temporary key to enter the session at a specific time. It will expire roughly 5 minutes after it has been downloaded.Opening an expired or corrupted .jnlp file will cause this error to occur. We re...
144 Sep 3, 2013 01:18 PM helpdesk
General Troubleshooting for Issues and Errors in m ...
Topic : myFranklin

Problem:I am experiencing an issue or error in myFranklin. Certain features of myFranklin, such as the Discussion Board or Drop Box, are not functioning as intended.Solution:Most issues with myFranklin are caused by a web browser's temporary internet files. Clearing out these files and then restarting the browser is typically the best first step to correct issues with the website. Additionally, we recommend using Google Chrome when accessing myFranklin. myFranklin is accessible with Internet Exp...
420 Sep 4, 2013 03:43 PM helpdesk
Accessing the Einstein and CODD Servers with WinSC ...
Topic : Network

You may setup the free WinSCP software to access Einstein and CODD using the instructions below.Download the latest version of WinSCP by clicking on the "Installation Package" link on the following website: the file download is complete, open or run the downloaded software to being the installation process.Click "Next" to begin the installation process.Select “I accept to the agreement” and click “Next”.Check the default setting, “Typic...
95 Nov 5, 2013 01:11 PM helpdesk
Unable to log into or access WebAdvisor
Topic : myFranklin

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 char...
80 Dec 6, 2013 10:11 AM Ted Kocher
Email Message Retention in Office365
Topic : Email

Items in your Office365 email account will never be automatically deleted and will remain accessible at all times, including messages and files that are moved to your Junk and Deleted Items folder. However, items that are permanently removed from your Deleted Items folder can only be recovered with 14 days of deletion.When a message has been removed from your Deleted Items folder, you may still retrieve it using the following steps.If you are using the Outlook Web Access system, you may recover ...
84 Dec 10, 2013 07:49 PM Eliot Lesar
Cannot get FranklinLive to Open on my MAC (OSX 10. ...
Topic : Meet/ElluminateLive

Some students are reporting a problem of not being able to get FranklinLive to open on a MAC with an operating system of Snow Leopard (10.6.8) or older. Many students say they could open the FranklinLive sessions in the past. For this issue, clearing the Java cache can help remedy this problem. To clear your Java caches: Click on Finder.  From Finder, click on Applications. Click on Utilities. Click on Java Preferences. Under Network, click on Delete Files at the bottom of the window. M...
79 Dec 17, 2013 10:22 AM Ted Kocher
Adjusting Java Security Settings to Launch Meet/El ...
Topic : Meet/ElluminateLive

v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Java has increased its security settings as of Java 7 Update 51. The default security settings of this update can prevent FranklinLive from launching, resulting in an Application Error:Recommended Solution Blackboard Elluminate, the developer for ElluminateLive, has recommended changing Java's security setting from "High" to &qu...
1690 Jan 15, 2014 12:52 PM Eliot Lesar
IT Status Updates
Topic : General

ServiceImpactDate DiscoveredDate ResolvedDescription/UpdatesAffected AudienceStatusmyFranklinIntermittentOutage4/22/201411:00 AMmyFranklin login page gives an error when logging in "Invalid Entry". [UPDATE 11:17 AM] A patch was deployed by AIS and login functionality restored for myFranklin. [UPDATE 12:06 AM] Users are again unable to log in. [UPDATE 4/23] Users continue to intermittently experience the inability to log in or slow performance on
243 Jan 23, 2014 10:05 AM Colin Luther
Creating an auto-reply message in Outlook and Offi ...
Topic : Email

Please refer to the below information to setup an auto-reply message in your Outlook or Office365 email account.If you are using Outlook 2010: 1.      Click the File tab. 2.      Click Automatic Replies. 3.      Select Send automatic replies. 4.      If you want, select the Only send during this time range check box to schedule when your out of office replies are active. If you don’t specify a start and end time, auto-replies are sent until you select the Do not send automatic replies...
68 Feb 6, 2014 04:24 PM Eliot Lesar
How do I clear my cache?
Topic : Software

Depending on the browser that you are using, there are different ways to clear the cache of the browser to resolve common browser problems.To find out how to clear the cache for your browser, follow the directions below for the particular browser you are using.Firefox1. From the Tools menu, select Clear Recent History2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.3. Click the down arrow next to "Details" to choos...
55 Feb 18, 2014 06:14 PM Troy Nines
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 d...
67 Feb 21, 2014 09:40 AM Lisa Vue
Enrollment – Add a class to account – Students
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 ...
60 Feb 21, 2014 09:50 AM Lisa Vue
Paper Submission - Submitting a paper via file upl ...
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...
62 Feb 21, 2014 09:52 AM Lisa Vue
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 repositori...
48 Feb 21, 2014 09:55 AM Lisa Vue
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...
68 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.
57 Feb 21, 2014 10:00 AM Lisa Vue
Error Launching Adobe Connect Add-in
Topic : Software

Problem:When using Google Chrome, I receive the following error screen in Adobe Connect. This occurs when I attempt to screen share or record a meeting in progress.This issue is caused by a incompatibility with the version of Adobe Flash that is built into Google Chrome.Solution: Adobe recommends using Mozilla Firefox instead of Google Chrome, as Firefox relies on Adobe's standard Flash Player plugin to run Adobe Connect. You should not receive this error when using Mozilla Firefox to start a sc...
38 Mar 4, 2014 12:35 PM Eliot Lesar
Configuring an Android Device for Franklin Email ( ...
Topic : Email

This document will assist you with configuring your Android smartphone or tablet for Franklin Office365 email. From the Applications menu, select Email. This application may be named Mail on some versions of Android.Type your full email address (, and your password, and then select Next.Select Exchange account. This option may be named Exchange ActiveSync or Corporate on some versions of Android.Enter the following account information and select Next. Domain\Usern...
37 Mar 6, 2014 11:52 AM Eliot Lesar
Configuring an iOS Device for Franklin Email (Staf ...
Topic : Email

This document will assist you with configuring your iOS device (iPhone, iPad) for Franklin Office365 email. Go to SettingsSelect "Mail, Contacts, Calendars"Select Add AccountSelect Microsoft ExchangeFill out the following fields:Email: firstname.lastname@franklin.eduPassword: your email passwordDescription: whatever you would like to name the account (defaults to "Exchange")Select Next, and at this point, your account may be verified automatically and you are done.  Howev...
38 Mar 6, 2014 11:53 AM Eliot Lesar
vCloud Director - manage snapshots
Topic : Internal Web Apps

v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} These instructions detail how to manage snapshots in vCloud Director. vCloud Director is a tool that is used to facilitate virtual labs similar to VMware Workstation. ISEC325 and COMP203 have lab components in vCloud Director. From either the Home or My Cloud screen students will have access to snapshot functions by right clicking on the...
28 Mar 10, 2014 12:29 PM Matthew Tierney
EcoBeaker Licensing issue
Topic : Software

EcoBeaker is legacy software. It may or may not run on this 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. ...
22 Mar 26, 2014 01:58 PM Ted Kocher
FranklinLive will not open. I am getting an "Unide ...
Topic : Meet/ElluminateLive

When using a MAC, if you are getting an error about an unidentified developer when opening a FranklinLive session, you will need to adjust your settings to allow for the application to be downloaded and opened.Navigate to  Apple menu > System Preferences… > Security & Privacy > Then go to the General tab under the header "Allow applications downloaded from:"To open a FranklinLive! session, you may need to change to setting to "Anywhere". This WILL change your sec...
14 Mar 28, 2014 02:34 PM Ted Kocher
Installing software from DreamSpark with Virtual C ...
Topic : 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 ...
18 Apr 3, 2014 12:17 PM Eliot Lesar