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Frequently Asked Questions


Frequently Asked Questions

Meditech - Bayview
1. I forgot my PIN
 
Service Manager
1. I am IT Support Staff - how do I get access to Service Manager?
2. How do I get a Configuration Item(Product) added to Service Manager?
3. I need to make a change related to incident, interaction or change management - what should I do?
 
HealthStream
1. Cannot access HealthStream Learning Center (HLC)
2. I am a JHH emloyee - who do I contact for assistance with HealthStream?
3. I am a Bayview employee, who do I contact for assistance with HealthStream?
4. I need additional training on system
5. I cannot find JHCP course or class in catalog
 
WebPay
1. I am unable to access my pay statement - what should I do?
2. I can logon, and see my pay listed but cannot drill on a specific pay - what can I do?
 
Mobility - Blackberry Device
1. Why are sent messages synching to my Blackberry?
2. Why am I receiving copies of sent messages from my Outlook mailbox to my device?
3. How do I correct the time on my Blackberry device?
4. My Email and Calendar Appointment times are off by several hours - the time on device is displayed incorrectly
 
JHEA - Johns Hopkins Emergency Alert
1. How do I update my emergency contact information?
 
Email Relays
1. Why do I receive the following error: 550 5.7.1 Relay not permitted?
2. Why am I receiving error messages stating that an email that I sent could not be delivered to the recipient? I never sent these messages.
3. What is authenticated SMTP?
4. My Symantec anti-virus software detected a virus in a message. Who should I notify?
5. What is the maximum message size allowed by the enterprise relays?
6. I sent an email with an attachment but it was never received. What happened to the message?
7. Why are there no notifications sent to either the recipient or the sender when a message that contains a prohibited attachment is deleted?
8. Who can I report spam or false positives to?
9. How do I check to see if my ISP is blocking port 25?
10. Certain entities, outside of Hopkins, are unable to send emails to my Hopkins email address successfully. Their messages are being returned with a 5.x.x error code. What's going on?
11. Who can I report phishing or suspicious emails to?
 
Anti-Spam
1. Is there a way to turn off the "JHSPAM-ALERT" notification that you are adding to the subject line of the email?
2. How do we send a message back to the spam sender to block any further e-mails from that sender?
3. Is there a way to shorten the SPAM filtering tag? The current tag causes the subject of the offending email to be pushed off the edge of the screen.
4. Why can't SPAM messages be blocked altogether?
5. Will this result in more SPAM Email?
6. Is there a way to report messages that have been marked incorrectly?
 
TheraDoc
1. I have been denied access after using ID and password - what should I do?
2. I forgot my password - what should I do?
 
Mainframe
1. When I try to access a document on the Mainframe, it tells me "Access denied--being used by op. OPS via 'document name (ex. EB14)' on TERM since 10:01:45"- how can I get access to it?
2. What software do I need to access the mainframe (CICS, CUFS, etc)?
3. When trying to access the mainframe I received the message "You've entered an incorrect password 5 times and your pass-word has been revoked."
4. When trying to copy and paste the ace-pass password that was generated; I received the message "Your ace-pass is incorrect."
5. When trying to access CICS; I forgot my password.
6. When trying to access the mainframe for the first time; I received the message "Your password is expired."
7. I'm a new user and I was given a password; but not a PIN. What do I do?
8. When trying to access REQN via- CICS; I received the message "Access Denied."
9. When trying to access TSO via- the mainframe; I received the message "Userid=XXXXX is already logged on."
10. Client call and stated that a job they where trying to print to the remote printer is held in the queue.
 
EPIC
1. Problems changing password
2. User Needs View Only Access
3. User Needs Access to a Clinic
4. Incorrect patient information
5. Any Template updates or changes
6. Questions about Templates
7. Patient marked as International Patient but not an International Patient
 
HDM
1. How do I get my password reset?
2. How do I get a HDM user account?
 
Electronic Patient Record
1. What is EPR?
2. What is required to run EPR?
3. How do I access EPR?
4. What does EPR allow me to do?
5. I received the message "Failure to connect to remote server" what should I do?
6. Nothing happens when I click on the EPR icon.
7. I received the following message, "variable not set".
8. I can't edit a document because it is already checked out.
9. I'm unable to print lab results, it just prints garbage.
10. I'm having printing problems.
11. I'm not able to perform a search in EPR.
12. I just received an "Error Message", what should I do?
13. I'm getting the following error message, "Error writing to the database", when printing a document.
14. A signed document prints as an unsigned document.
15. Why is EPR running slow?
 
SAKAI
1. How do I login to SAKAI? (faculty,staff or student)
2. I am a Hopkins affiliate (faculty, staff, student) and cannot enter system by JHED ID and password
3. I am a guest and unable to log in
4. I am guest and forgot my password - what can I do?
5. I am a student and want to drop a course - who do I contact?
6. My course does not exist in SAKAI
 
ISIS
1. Who can access a student's account?
2. How do I get an ISIS ID?
3. I cannot log into Financial Aid using my ISIS ID
 
Blackberry
1. How do I charge the handheld?
2. How do I send an email message to more than one address?
3. Can the BlackBerry Wireless Handheld support two phone numbers?
4. What factors affect signal strength on a BlackBerry Wireless Handheld?
5. How can I tell whether I am in coverage or not?
6. What is the largest message size that can be sent to the handheld?
7. Why is there a delay in receiving my messages?
8. How do I reset the handheld?
9. Is the BlackBerry solution secure?
10. Can I use any of the other applications on my handheld while I am on a phone call?
11. I will be out of coverage for a short period of time. What happens to my messages?
12. How do I enable a password on my handheld?
13. How long can email messages remain on the BlackBerry Wireless Handheld?
14. How do I save an email messages?
15. My handheld will not turn on. What should I do?
 
E210 - Attendance Record
1. When will my E210 be set-up?
 
Outlook Live
1. How do I login to Outlook Live for the first time?
2. How do I access Outlook Live after first time login?
3. Am I still able to access my Outlook Live accounts after I graduated from Johns Hopkins?
4. What is the difference between my JHED Login ID (LID) and password and my Outlook Live ID and password?
5. Why am I not seeing the Outlook Live Terms of Service (TOS) when I log in to the JHED portal?
6. Why am I not seeing the Outlook Live Link when I log in to the JHED portal?
7. How do I configure my mobile device to connect to my Outlook Live mailbox?
8. How do I migrate my JHEM e-mail to my Outlook Live mailbox?
9. How do I migrate my JHEM Contacts to my Outlook Live mailbox?
10. How do I migrate my JHEM Calendar to my Outlook Live mailbox?
11. Will my email address be changed if I migrate to Outlook Live?
12. How long I can access my JHEM account?
13. Does Outlook Live support IMAP and POP?
14. What if I am currently forwarding my JHEM email to another email service like Gmail, Yahoo, Hotmail, etc.?
15. How do I change my Outlook Live password and update the password reset information?
16. What should I do if I forget my OL password?
17. Can I find JHU faculty and staff in the Outlook Live Address Book?
18. Can faculty and staff find students in the JHU Outlook Exchange Address Book?
19. How much space does my Outlook Live account have?
20. Will my Outlook Live mailbox be deleted once I leave Johns Hopkins University?
21. Are all JHU alumni able to have an Outlook Live account?
22. What other features are available with my Outlook Live mailbox?
23. where can I find more information for Outlook Live services?
24. Outlook live features are missing from my client/mailbox?
 
Enterprise Authentication
1. What is Enterprise Authentication?
2. Where do I get my password and user id?
3. I've forgotten my password, what do I do now?
4. This site tells me my password is EXPIRED, what do I do now?
5. Why has my password EXPIRED?
6. Who is required to change their password?
7. How can I protect my web application with Enterprise Authentication?
8. How do I find my JHED Login ID (LID)?
9. Why is a "First Time Login" different?
10. How do I reset my password?
11. I am having problems logging in, what should I do?