University IT Services

• UITS Home
• About UITS
• UITS Policies
• Services Directory
• Ask for help
• UITS News
• UITS Publications

Ask for Help ?

Before submitting your comments, please take a moment and check the FAQs below as you may find a solution to your problem, otherwise, please fill the form.

FAQ's

• my.UAEU Portal

  1. How do I log in?
     Use your webmail username and password.
  2. How do I get username or password help?
     You should be able to get a username and password automatically after joining the University. Student accounts will be ready after registration is completed. Faculty and staff accounts are typically ready after completing all HR hiring procedures. If you don't have access and you need an account, you will need to get in touch with UITS helpdesk at helpdesk@uaeu.ac.ae
  3. Is the username and password case sensitive?
     Your Username is not case sensitive so don’t worry. But your password is case sensitive. So “PASSWORD” and “password” are not the same.
  4. How many times can I try to login and what happens if I keep getting it wrong?

     Trying to login multiple times with wrong password can result in locking you account. If you are having troubles logging in, you can contact the UITS Helpdesk at helpdesk@uaeu.ac.ae

• UAEU Email

  1. Can I change my email UserId?

     No.

  2. Which password I should use to log into my email and How do I change it ?

     The new email system will use your Active Directory/BlackBoard password. You may know this as your PC Login OR  BlackBoard Password.

     You have three methods to change your Exchange email password:

     1. Through OWA you can reset your password by:
        1. Login to http://webmail.uaeu.ac.ae
        2. Click Options
        3. Click the Change Pass
        4. After that click save.
     2. Through the portal :
        1. Browse to the link http://my.uaeu.ac.ae website and login with your user name and password.
        2. On the lower left hand side, Help Desk Channel under Quick Links, click on Reset AD/BBoard/ACE password.
        3. You will be prompted to enter a new password twice.
        4. Click change password.
        5. If your password is reset successful, press OK.
     3. Using the university network:
        1. Logging into any PC or a laptop, with your ACE account and password
        2. Press CTRL+ALT+DEL at the same time
        3. Choose Change Password
        4. Type in your old password, then enter a new password, then confirm your password (password should be 8 characters/numbers)
  3. How do I Create a Signature for my Messages?

     You can create personal signatures to add to the messages you send. You can also choose to attach a particular signature to every message or create several different signatures and insert them into individual messages.

     1. Click Options in the Navigation pane.
     2. Under Message Options, choose Edit Signature. In the Signature window, create your signature.
     3. Click Save and Close.
     4. If you wish to include this signature in every outgoing e-mail, select Automatically include my signature on outgoing messages under Message Options.
     5. If you are in the process of creating a message and wish to insert a signature, click Insert Signature in the messages toolbar.
  4. When I try to send a message to multiple recipients, I get this message: Microsoft Outlook Web Access does not recognize "address,address".

     If you are typing more than one address in the To:, Cc:, or Bcc: fields, you must separate each address with a semicolon. If you use a comma to separate addresses, you will receive an error message.

  5. What is the maximum size of attachment I can send?

     The maximum size of attachment you can send from an Exchange enabled account is 10MB. If you try to send a message larger than 10MB it will remain in your Drafts folder and will count towards your mailbox quota size. If you have large messages in your Drafts folder, you should delete them and empty your Deleted Items folder.

  6. Why am I getting warning messages from the System Administrator about my mailbox size?

     All mailboxes on UAEU server are configured with mailbox limits. Student mailbox limits are set to 500 MB, Faculty and Staff at 2 GB. You will receive a daily warning message from the postmaster if you are using more than 90% of your allotted mailbox size. You will be unable to send new messages if you are over your mailbox limit. Note: Messages in your "Deleted Items", "Drafts" and "Sent Items" folders count towards your mailbox quota so be sure to empty these folders when you get close to your mailbox limit.

  7. Is it possible to recover items recently emptied from my Deleted Items Folder?

     Yes With UAEU OWA, it's much easier to view and recover these files.

     1. In the Navigation Pane , click Options .
     2. Scroll down to Recover Deleted Items (at the very bottom) and click View Items.
     3. A list of deleted messages from the past several days will appear. Make your selection (use the Shift key to select more than one) and click the Recover button above the list, or click Permanently Delete to clear these files from our server completely. If the file isn't there, the recovery time has probably already passed. The file will be sent back to your Deleted Items folder - not your Inbox.
  8. Can I view attachments with Outlook Web Access?

     Attachments such as .txt (text), .jpg, .bmp, .gif, files can be viewed directly in the Web browser. Depending on how you have your browser configured, you may be able to view Word and Excel documents within your browser window. Otherwise you will have the option to download attachments to your computer to view them.

• myUAEU Portal Community Groups

  1. What is an online group?
     An online group in my.uaeu is a place where you or the group leader can post links, share files, discuss and share ideas about either your studies or the university, or for staff and faculty about projects and work committees. Everyone must agree to follow the group policy and rules.
  2. What are the Group Rules?
     Every group member must agree to follow general group policy and any particular group rules, which are assigned by colleges and group leaders. If anyone doesn’t follow these rules, the group may be closed. Groups are for sharing and helping students and staff in the lives at the university. They are not for arguing, flaming or acting anti socially
  3. How can I see all the UAEU groups?
     When you log in to my.uaeu, you will see the Groups icon in the top right corner. Click on the icon and the Groups window will open. Then click on the Groups Index to see the full list of groups. Browse through the colleges and categories to find groups suitable for you, which you may like to join.
  4. How can I join a new group?
     Go to Groups > Group Index and click on the group you want to join. You will be asked to agree to the Group Policy and your request will be sent to the leader of any restricted groups. Wait for their response and then you can enter and join. If the group is not restricted, you will be able to join immediately.
  5. Can I request that my college makes a group for me / my colleagues / fellow students?
     All colleges will have Group Administrators. They can make a group for students and staff depending on the reason for the group, and the Colleges policies for using Groups. Check with your College.
  6. How do I use them?
     Groups are used to contact other people and discuss or share useful info – like for Student Activity Clubs run by UAEU Student Affairs and Youth Care, or by Colleges or by UAEU Depts for their staff projects and committees. You may want to keep meeting minutes there, or share project files. Alternatively you may want to have a place to discuss educational change, or share links for Physics or Philosophy projects.
  7. Who controls the group?
     Each Group has a group leader who controls the group. The make sure everybody is following policy and acting responsibly. If you have any problems, check with the Group Leader.
  8. What is the maximum file size?
     Groups have a maximum file size of 1mb – this is due to hard disk space, and download waiting time. Not everyone has a fast internet connection, so please limit your file sizes.
  9. What if there is a problem in the group?
     If there is a problem, contact your Group Leader for advice. You can see the names and email of a Group Leader by entering the group and clicking on > Members.
  10. Who can approve / create new groups?
      Each department has a Group Administrator - ask your IT Support or the helpdesk@uaeu.ac.ae to know more.
  11. Is there a real time chat and message board?
      Yes, both of these are available to groups, depending on the purpose of the group. If the group is just to share links, files etc, these may be turned off. If the group is intended to include discussion etc these may be turned on. Check with your group leader.
  12. Can I copy text to chat?
      You can copy text into your chat window, but only one or two paragraphs.
  13. Will groups be cleared up regularly?
      UAEU my.uaeu support recommends that colleges and units clear up their old groups at least once a year, preferably once every semester. This is too keep their lists tidy, easy to use and to save space. Having lots of old and empty groups can make the Group Tools difficult to use and pointless.
  14. What happens if nobody uses the group for a long time?
      If your college creates a group for your use and later it is not used, my.uaeu Support recommends deleting the group after 3 months. Different colleges and units may have different policies on this. Please only request to have groups that will be needed and used regularly or inform your Group Administrator if you no longer use a group and it can be deleted.

      Remember LOG OUT when you stop using my.uaeu.ac.ae.

• my.UAEU Announcements

  1. Who can become an Announcement Requester/Submitter?
     Service Owners and authorized Support staff in different department can become Announcement requesters/submitters.
  2. How to become an Announcement Requester/Submitter via the online web page?
     Please complete the 'Becoming an Announcement Submitter Online Request Form'
  3. What happens to my Announcement after I submit it?
     The Helpdesk and Web Publishing Teams will review, approve and publish the Announcement.
  4. Can I send the announcement with department mail address as sender account?
     No, all announcements are sent with sender account "Announcements <announcements@uaeu.ac.ae>"

• Polls Service

  1. Q1: How can I use UAEU poll in UAEU Portal?
     Helpdesk will give you the channel name and then follow the instructions of How to add a channel in myUAEU layout tutorial.

• Remote Access VPN

  1. How to setup my SSL VPN connection?

     For detailed information about setting up your SSL VPN connection, please refer to our User Guide Documentation.

  2. I have problems in browsing Banner through my VPN connection

     Java Initiator is required for browsing Banner. You have to install Java Initiator in your PC through Etisalat link and then connect through SSL VPN and browse Banner, http://inb.uaeu.ac.ae

  3. I cannot connect to my Desktop remotely using my VPN connection

     Make sure that you have enabled Remote Desktop Connection functionality on your office’s PC. For more details refer to our User Guide Documentation.

• Remote Dialup Access

  1. How to configure my dial up connection?
     The following links are a files presenting the steps of configuring the RAS service
     

     • Windows XP
     • Windows Vista
  2. There is no dial tone ?
     Please check the Fax Modem in your PC or your telephone line.

• Wireless Network

  1. How fast is the Wireless Network?
     Each wireless access point has a maximum speed of 54Mb. As this is a shared network, the number of users on your access point and what types of applications they are using may affect your performance.
  2. Do I need any sort of logon for it?
     No faculty, staff, and students are automatically authorized.
  3. Do I need to buy an Access Point?
     No. The Access Points are provided and installed by the university. If you are interested in Wireless coverage in your area, contact the University IT Service Center to set up wireless AP.
  4. What hardware is needed?
     In order to use the wireless network, a laptop computer or other portable device is needed with a compatible wireless network card. You will need an 802.11a, 802.11b or 802.11g compatible Wireless Network Interface Card (Wireless NIC) installed and functioning properly in your wireless compatible device.
  5. What operating systems are compatible?
     Supported operating systems include Windows 2000, Windows XP and MacOS X or greater.
  6. How do I install wireless on my laptop?
     The following installation instructions are provided to you in Adobe .pdf style

     • Windows xp
     • Windows vista

     
     
     
  7. What if my connection does not seem to be working?
     • Check you have entered the correct SSID (UAEUwls).
     • If you are  using a built-in wireless card, check it is not switched off. Some built-in wireless cards turn off automatically when battery power is low.
     • If you are having trouble connecting with a built-in wireless card, check you have the latest available drivers. Some built-in wireless cards have proved troublesome and installing the latest drivers has solved most issues.
     • Check you are in range of an available access point and have a strong signal using the utilities provided by your card manufacturer.
     • Make sure your TCP/IP settings are set to DHCP. To do this, go under Start --> Settings --> Control Panel --> and double-click "Network" icon. Right click on your LAN connection and choose properties.
       Click the Internet Protocol (TCP/IP) listing, then Properties
       
       Make sure that the TCP/IP settings are set to Obtain an IP address automatically and Obtain DNS server address automatically, Then click OK
       
  8. Where can I get help?
     You can contact UAE University Help Desk by email at helpdesk@uaeu.ac.ae or call 03-713 6111, Ext: 6111 for assistance.

• Technical Support

  1. How To change the default language
     • Click Start and then Control Panel.
     • Double-click Regional and Language Options.
     • Click the Languages tab.
     • Click Details, and then Add.
     • Under Input Language, add the language you want.
     • Under Keyboard Layout/IME, click the keyboard layout you want to use.
     • Click OK.
  2. How to Map Shared Drive
     Connect a drive from My Computer or Windows Explorer

     • To connect a drive from My Computer, click Start, right-click My Computer, and then click Explore.
     • To connect a drive from Windows Explorer, right-click Start, and then click Explore.
     • On the Tools menu, click Map Network Drive.
     • In the Drive box, click a drive letter.
     • In the Folder box, type the UNC path for the server and shared resource in the following format: \\server name\share name. You can also click Browse to find the computer and shared resource.
     • You can map shared drives and shared folders. When you access a shared drive or folder you can also access subfolders if you have the appropriate permissions. However, you cannot map a drive for a subfolder that is not explicitly configured as a shared resource.
  3. How to Install Printer Locally on your System
     • Click Start, Settings, Control Panel.
     • Double-click "Printers & Faxes".
     • Double-click "Add Printer" to start the Add Printer Wizard.
     • Click "Local Printer" .
     • Make sure there's NO checkmark next to "Automatically detect and install ..."
     • Click Next
     • If your printer is actually attached to the computer, click "Use the following port" and select the port your printer's attached to.
     • Click Next
     • If installing a real printer, select your printer manufacturer and printer model here.
     • If you have an installation disk or CD that came with the printer, click "Have Disk" and locate the INF file for the printer (check the printer's documentation for specific instructions).
     • Click Next
     • Give the printer a name (this is the name you'll use to select it later)
     • Click Next > Finish
  4. Help in outlook2003, what is the difference between IMAP and POP3 accounts?
     • IMAP access is used when you need to keep all your emails on server, so you can have access to all of it through Internet Explorer .So when you are deleting a message from your outlook it gets deleted from the mail server also.
     • POP3 access is mainly when you plan to download all your mails to your Pc, and remove it completely from the mail server, so your “inbox “on the server always empty. This default behavior can be changed in outlook settings.
  5. What is the difference between Adobe Standard Edition and Professional Edition?
     Complete comparison sheet between Adobe Stander and Adobe professional is under that link : http://www.adobe.com/products/acrobat/matrix.html We can say that standard format is for creating the PDF file while with the professional we can -in addition to creation - make simple changes to a PDF document.
  6. How to find my computer IP Address.
     • Select Run... from the Start menu.
     • Enter cmd in the Open field, then click OK.
     • At the DOS prompt, enter the command ipconfig. The ipconfig tool will list your computer's ip address.
  7. I need to have new office templates
     If you Need to have new office templates , follow the link : http://office.microsoft.com/en-us/templates/default.aspx
  8. How to enable Remote Desktop
     Click here for more information.
  9. How to block Pop-up
     • Open Internet Explorer
     • Click on Tools->Pop-up Blocker-> Pop-up Blocker Settings
       
     • In the box labeled Address of Web Site to Allow, type *.uaeu.ac.ae
       
     • Click Close
  10. How to enable JavaScript on my broswer?
      Click here for more information.

• eServices

  1. Who can access eServices?

     This services is available for Students, Staff & Faculty members of UAEU.

  2. What does eServices provide?

     eServices (also sometimes refereed to as Self Service Banner (SSB)) provides a gateway to view personal information. If you are a student, this services provides easy access for you to manage & retrieve information you need such class schedule.
     
     You can also search and register for classes by term or date. If you are a faculty or advisor, this services provides easy access to manage & retrieve course related information.
     You can for example, update schedules, advise and grade students. If you are an employee (faculty or staff), this services provide easy access to view your personal employee information such as your leave record(s), pay-stub as well applying for online service such as vacation ticket.

• Enterprise Administrative System (INB)

  1. What does INB stands for?

     INB stands for Internet Native Banner. It is the name of the system used by a number of administrative departments to maintain employee & student information. It is also sometimes referred to as Banner System. It is a fully integrated system that contains Student, Finance, and HR/Payroll information.

  2. Who uses INB/Banner System?

     Mainly staff from UAEU who manage & maintain employee & student information, such as Human Resources Dept, Finance Dept and Admission & Registration Dept.

• Recruitment Service

  1. What is the link to access Recruitment System for UAEU users?
     The link is https://www.uaeujobs.com/hr
  2. What is the link to access Recruitment System for non UAEU users?
     The link is https://www.uaeujobs.com
  3. Which user name and password should be used to login for UAEU users?
     The Active Directory/ Blackboard password
  4. Which user name and password should be used to login for non UAEU users?
     Once an electronic application is created, you login using the username and password that you chose while filling the application
  5. I get an error message stating that “There is a problem with this website's security certificate”, what should I do?
     Click the continue button to access the system or to prevent the occurrence of this problem, please access the system by writing https://www.uaeujobs.com in your web browser.
  6. How can I apply for a vacancy at UAEU?
     You have to first fill in the application form and attach your resume and cover letter. Then click on the “Apply for this posting” button on top of the requires job description.

• Blackboard

  1. How do I log in?
     Use your e-mail username and password to access Blackboard.
  2. How do I get username or password help?
     You should be able to get a username and password automatically after joining the University. Student accounts will be ready after registration is completed. Faculty and staff accounts are typically ready after completing all HR hiring procedures. If you don't have access and you need an account, you will need to get in touch with UITS helpdesk at helpdesk@uaeu.ac.ae
  3. Is the username and password case sensitive?
     Your Username is not case sensitive so don’t worry. But your password is case sensitive. So “PASSWORD” and “password” are not the same.
  4. When can I see my new courses on Blackboard?
     Before the semester starts, all the new courses  are created in Banner then reflected directly  the next day in Blackboard. Also, any other creation, modification or deletion occurs first in Banner then changes are pushed to Blackboard on nightly basis.
  5. I can't see my courses neither on eServices nor on Blackboard?
     Please contact the College registrar (Advising unit).

• Active Directory

  1. How to Access your workstation
     You need to fill a form ,then we will create you AD account and send it to you .using this account you can access your pc.
  2. How to reset/change your password
     Login to “ http://my.uaeu.ac.ae “ using your Email ID ,then on the Helpdesk chanel you will find Quick Links “Reset AD/ BBoard /ACE password “ click on it , then put your new password and confirm it .
  3. What is the password lifetime? Can I use my previous password again?
     For each AD account you need to have a password with at lease 8 characters . password will expire each 45 days ,so you must change it during this period .a warning message will comes to you pc before password expire by 14 day .you can’t use the same password again neither your previous 2 passwords . To change your password press ” CTRL ,ALT and DELETE “ then you have a screen with six buttons ,chose “change password” .put your old password ,new password and confirm your new password again .
  4. What is my Z: drive, how big its size?
     Each user in AD has a home folder mapped usually to Z drive .which is a 1 GB storage space on the AD server .You may use it to store data ,usually for backup needs .
  5. What is relation between my account in AD and Blackboard?
     You need a working AD account to connect to Blackboard ,your display name inside Blackboard is the same as yours in AD.
  6. Can I open more than one pc at a time with one account?
     Students are not able to open more than one lab pc’s at a time, as there are script running ensure that and start the auto log off in case of opening a second pc .while Faculty and Staff can do .
  7. How To Select and Safeguard My Password?
     How to choose a strong password, click here to learn more...

• Faculty Homepages

  Sign up / Sign In

  1. What user name and password to use?

     Use your ACE Active Directory Account user and pass

  2. What if I don’t have Active Directory Account?

     An Active Directory account will be created for you to be exactly the same as your email id.

  3. Do I need a separate account to be able to use this service?

     No, you can simply use your ACE Active Directory account.

  4. I am trying to login with my Active Directory username and password but it does not work?

     You shall precede your Username with academics like:
     
     Where username is your username.
     

  5. How much space do I get?

     100MB. Extra space can be allocated on request approved by the dean of each individual faculty.
     

  6. What will be my site URL?

     http://faculty.uaeu.ac.ae/active_Directory_username

  7. What if I forgot my Active Directory username and/or password?

     Problems are to be reported tohelpdesk@uaeu.ac.ae

  Access Methods

  1. What are available access methods?

     Front Page, FTP, and Mapped Network Drive

  2. What are the ways to use Front Page to access my space?

     There are two ways to upload your site to your space through Front Page.
     1) Create your site locally and publish it through FrontPage.
     
     2) Work on the site directly using Open Site from within FrontPage.

  3. How Can I use Front Page to access my space?
     • Publish a Site using Front Page.
     • Update a site remotely using Front Page.
  4. What are the ways to use FTP to access my space?
     You can use it through ftp client through Internet Explorer or, software like, WS-FTP or CoolFTP using information sent to you upon account creation.
     You can access it through dream weaver. Check the following tutorials for more detailed instructions:

     • Access a site using FTP through Windows Explorer
     • Access a site using FTP through Dream Weaver
  5. Is Mapped Network Drive available for access from anywhere?

     CMount drive is available within UAEU LAN only. Check Access a site using Mapped Network Drive tutorial for more information.

  6. How Can I use Mapped Network Drive to access my space?

     Check Access a site using Mapped Network Drive tutorial.

  Data Protection:

  1. Is my space protected by antivirus?

     Yes.

  2. What if I deleted an important data by mistake?

     Faculty homepages server is backed up on daily basis. Back up will be available for 5 days only. If your data is lost, a request shall be sent to helpdesk@uaeu.ac.ae with the lost file name(s).

     Restored Data will be restored in <RESTORED> sub folder in your space. Please allow 2 days for the files to be restored.

  3. How can I backup and restore my files?

     Check Backup and Restore tutorial for more information

  Dynamic Content:

  1. What server side languages supported by this service?

     PHP, and ASP.

  2. Can I use mail() method from my ASP or PHP files?

     No.

  3. I can't browse my dynamic pages on my account, although I uploaded them to the correct place, why?

     The dynamic content is not enabled in your account, please contact helpdesk@uaeu.ac.ae to request it.

• Telecom Service

  1. I hear a dial tone now that I moved the phone
     If you hear dial tone after moving the phone, it means your phone is not the problem. The problem is most likely in your jack or wiring to the jack. You may contact us by email through helpdesk.
  2. I still do not hear a dial tone
     If you still do not hear a dial tone after moving the phone, the problem is most likely in the telephone device you unplugged. It will need to be repaired or replaced. You may contact us by email through helpdesk.
  3. I have a dial tone but I also have noise or static
     If you continue to hear noise or static throughout the process outlined above, there is a good possibility the service problem is associated with your inside wiring or jacks or an external cable problem. You may contact us by email through helpdesk.
  4. Who are the service providers of UAE?
     The service providers in UAE are:

     1. ETISALAT (www.etisalat.ae)
     2. DU (www.du.ae)

• Spam

  1. Is there any storage limit for my quarantine emails?

     The storage limit per user quarantine inbox is 100MB. Note: For security reasons, e-mail will be deleted from quarantine folder after 15 days.

  2. Why are legitimate email sometimes sent to Spam Quarantine Folder?

     While efforts are made to recognize and correctly deliver legitimate, solicited bulk email directly to your University e-mail Inbox, some email, especially those from mailing lists, can sometimes be difficult to automatically categorize correctly. If you believe that an email was wrongly delivered to your Spam Quarantine, you can click the Release button to send it to your Inbox.

     Note: If the problem is recurring, you can add the sender?s email address to your personal white list to ensure that it will not be detected as spam in the future (see ?Black/White lists?).

  3. How can I avoid spam?

     Anti-spam system offers several tools to help you keep spam out of your Inbox. For more information, see ?Customizing your antispam settings?.

  4. Who can I contact for technical support?

     Contact your UAEU IT Security Team (security@uaeu.ac.ae) or UAEU HelpDesk (helpdesk@uaeu.ac.ae).