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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...
544 Aug 29, 2013 03:03 PM helpdesk
Meet/Franklin Live - Java File Association
Topic : Meet/Adobe Connect

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...
1004 Aug 29, 2013 03:04 PM helpdesk
Access Denied when entering Meet/Elluminate sessio ...
Topic : Meet/Adobe Connect

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...
627 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...
980 Sep 4, 2013 03:43 PM helpdesk
Unable to open assignments in myFranklin or open/s ...
Topic : General

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...
316 Sep 9, 2013 01:32 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...
517 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...
476 Dec 6, 2013 10:11 AM Ted Kocher
Cannot get FranklinLive to Open on my MAC (OSX 10. ...
Topic : Meet/Adobe Connect

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...
496 Dec 17, 2013 10:22 AM Ted Kocher
Java 7 Security Settings for Meet/Franklin Live
Topic : Meet/Adobe Connect

v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} This article is for issue with Franklin Live and Java 7 and below. For Java 8 and above, click hereJava 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 one of the following application errors:Recommended SolutionBlackboard Elluminat...
6586 Jan 15, 2014 12:52 PM Eliot Lesar
IT Status/Outage Updates
Topic : General

ServiceImpactDate DiscoveredDate ResolvedDescription/UpdatesAffected AudienceStatusDropboxOutage12/18/201411:30AM12/18/201412:30PMThe Dropbox for several courses were not accepting submissions for a period of time.  The Dropbox is now working at this point.Staff, Faculty, StudentsClosedEinstein/ cs.franklin.eduOutage11/22/201410:20 AM11/22/201411:05 AMThe Einstein server and are currently down. TINS-Linux is investigating. [UPDATE 11:05 AM] All services have been restored.Staff, ...
1414 Jan 23, 2014 10:05 AM Colin Luther
Creating an auto-reply message in Outlook and Offi ...
Topic : Office 365

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:Click the File tab.Click Automatic Replies.Select Send automatic replies.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 check box.On the Inside My Organization tab, t...
626 Feb 6, 2014 04:24 PM Eliot Lesar
Web Browser - Clear Cache and Cookies
Topic : Software

You may delete temporary internet files by selecting your current internet browser window and pressing the "CTRL", "Shift", and "Delete" (not Backspace) keys on your keyboard. This will bring up the window to clear your temporary files in Internet Explorer, Mozilla Firefox, and Google Chrome.If you are using Google Chrome, please set "Obliterate the following items from" to "beginning of time" and select the two checkboxes that are displayed belo...
416 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...
456 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 ...
445 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...
446 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...
437 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...
442 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.
425 Feb 21, 2014 10:00 AM Lisa Vue
Change timezone in your email
Topic : Office 365

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
155 Mar 3, 2014 04:06 PM Troy Nines
Configuring an Android Device for Franklin Email
Topic : Office 365

This document will assist you with configuring your Android smartphone or tablet for Franklin Office 365 email. From the Applications menu, select Email. This application may be named Mail on some versions of Android.Type your full email address ( or, 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 info...
486 Mar 6, 2014 11:52 AM Eliot Lesar
Configuring an iOS Device for Franklin Email
Topic : Office 365

This document will assist you with configuring your iOS device (iPhone, iPad) for Franklin Office 365 email.Go to SettingsSelect Mail, Contacts, CalendarsSelect Add AccountSelect Microsoft ExchangeFill out the following fields:Email: (staff/faculty) or (student)Password: your email passwordDescription: whatever you would like to name the account (defaults to "Exchange")Select Next, and at this point, your account may be verifi...
476 Mar 6, 2014 11:53 AM Eliot Lesar
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. ...
640 Mar 26, 2014 01:58 PM Ted Kocher
Mac "Unidentified Developer" Error - Franklin Live
Topic : Meet/Adobe Connect

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...
395 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 ...
426 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 profileEnrolling in a new classSubmitting a paper
303 Apr 16, 2014 11:29 AM Eliot Lesar