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Email Related Questions

File Storage & Backup Questions

Computer Support and Hardware Repair Related Questions

Networking Questions


Questions About Other Biology IT Services

Application and Operating System Software Related Questions

Migration Related Questions

All Questions


Q: How to connect an IPhone to the Biology Email Server
A: First make sure that your 3GNetwork connection is working.Next
if you want to access the campus WI-FI use the following Link:

Next choose “Settings” on your IPhone, then choose “Mail setup” and then choose
“Setup a new account”.

In the Email address enter your Biology Email Address for example:

Next enter the domain name:  Biology

And next your Biology Userid and Password.

Choose “Next” and when ask for the email server enter:

Choose “Next” again and your Biology Email Exchange Account will be

Next choose Save to save the account.

Now go to the main screen and press the Mail Icon.

email, calendar, and contacts will be synchronized with  your
Biology Email Account.


Q: What is the name of the email server for Biology?
A: The email server’s name is for Biology email.
Please see article
id#96 to get help setting up
Outlook as the email client.
Please note that the Email server is a Microsoft Exchange 2003 server,
so you may access your emails by setting up your email program as an
exchange client on campus or though the
UNC VPN client from outside
of campus.
For security reasons, the departmental (Email) exchange server does not
support IMAP and POP.


Q: How do I setup Biology Exchange client access with Microsoft
    • Either:

    • If you have an icon for Outlook on your start bar

      • Click on Start
      • Right-click on the e-mail (Microsoft Outlook) icon
      • Select Properties
    • If you do not have the above mentioned icon


      • Go to Control Panel
      • Go to User Accounts
      • Go to Mail
    • Click on Show Profile



  • Click on Add

  • Type your name in (or whatever you would like to call
    this profile; you might want to say Campus if you are using a laptop and
    might access email from outside of campus too; Exchange connection will only
    work on campus or through a
    VPN connection)

  • Select Add a new e-mail account and Next

  • Select Microsoft Exchange Server and click

  • Type in for the field that
    says Microsoft Exchange Server

  • You may uncheck the check-box for Use Cached
    Exchange Mode
    if you do not want your email to be cached/saved on your
    local computer

  • Type your username or last name into the User Name

  • Click Check Name

  • Your full name should show up and be underlined

  • Click Next

  • Click Finish

  • Select Always use this profile and make sure
    your newly created profile is in the field (you might want to use the other
    option if there are more people using email/outlook with the login)

  • Click OK

  • You may start up your outlook now, and it should come
    up with a connection to the new Exchange server




Q: How do I setup Biology Exchange client access with Entourage
on Macs?
A: We are sorry, but the entry is under construction.


Q: Why are Biology Email “Out of Office” Replies limited to campus addresses?
A: You can only setup Out of Office reply for emails arriving from campus email (including biology) addresses.
Setting up automatic reply to all incoming emails (from outside of campus) is dangerous, because all senders,
spammers and virus attackers will be able verify that your email address is valid, and they will keep sending
more messages. Also, Out of Office reply can be used to relay messages by entering false sender addresses
into the original message.


Q: How do I recognize a fake/phishing email?
A: Many times spam/fake phishing emails will have pictures and links in
them that if you click will take you to various web sites.  As rule
of thumb, do not open any emails you are not 100% sure about without
contacting and asking BioHelp about
it.  If you do open up and seems to be a legitimate email, please
make sure that the links are in fact taking you to the site you are
expecting.  In Microsoft Outlook and most other graphical email
clients, if you move your mouse over the link (not clicking it), a
little pop-up window will show the URL (the link would take you) if it
is not exactly the same as you can read in the email.  If you see a
different URL popping up than the one is written in the email you should
be very suspicious about the legitimacy of the email and should contact


Q: Why should a faculty member decide to use Biology Exchange
rather than campus email?
A: At this time, only faculty and staff member in the Biology Department
can have Biology Exchange email accounts instead of the campus email.
Some of the reasons why one might change to Biology Exchange email:

  • ITS limits the mailbox size for their email accounts, Biology
    departmental email mailboxes are not limited
  • Exchange accounts have built-in a calendar option, which allows
    users to share calendaring information among all Exchange users
    around campus
  • Biology email WebMail client is an online version of the Microsoft Outlook
    client (OWA – Outlook Web Access) providing almost the same platform
    anywhere around the world with internet access from an internet
    browser (like Internet Explorer).


Q: Why can I not send emails to Biology Listservs?
A: Due to high volumes of spam being sent to our
Biology Email Distribution Lists/Listservs
from off-campus sources (addresses), we restricted them to only allow
messages to be received from specific email addresses.  Presently,
we allow faculty members to send to any of our listservs, and all other
biology members are allowed to send to the listservs they are on.Our email address lists receive email addresses for the listservs from two
sources: from our internal Biology Exchange email accounts and from the
Campus Directory.
It is important, because biology members will only be able to send
messages to the listservs from the email addresses they are registered
under both on our listservs and on the
Campus Directory

If you are on a specific
Biology Email Distribution Lists/Listservs
, but you are not able to
to it, please make sure that you have the appropriate email address
(or alias) set for you on the
Campus Directory.
You may change the email address to match the one you are sending
messages form at the

Campus Directory Update page.


Q:: How do I access the BioArk file server from outside of campus
(FTP & VPN)?
A: You may access the files on BioArk server through the
Biology FTP server (host name for FTP
clients): by using your biology login in the
following format: Biology\biologyusername.
You may also install the Cisco VPN client on your computer and access
BioArk through your Network Places by adding a new network place in the
following format: \\BioArk\yourlabname or



Q: How do I access my lab/faculty folder on BioArk?
A: You can either browse to the BioArk server through My Network
Places/Entire Network/Microsoft Windows Network/Biology/BioArk/
select the appropriate share (\labname or \facultyname),
or you can add a new Network Place by clicking on Add a network place
in My Network Places.  In the Add Network Place
wizard click Next, select Choose another network location
and as the address enter either:
\\BioArk\labname\ or \\BioArk\facultyname\.

If you are using a MAC with OS X of higher on it, you may
go to GO, Connect to Server & use path: smb://
or smb:// You may
also save this address under your favorite servers, so you won’t have to
enter it again later.



Q: How does FacultyShare allow me to share data and documents among
other faculty members?
A: FacultyShare is a BioArk network share, which allows all biology
faculty members to share files and data among each other.  All
biology faculty members have read and write access to the folder.
The folder is accessible at the following location:
.  Please see this article about how to
access this folder.


Q: How does ResearchShare allow me to transfer data between
computers in different labs (using research equipment in labs other than
your own)?
A: ResearchShare is a BioArk network share, which allows all biology
faculty and lab members to share files and data among each other and to
transfer their research data produced with a different lab’s equipment.  All
biology faculty and lab accounts have read and write access to the folder.
The folder is accessible at the following location:
.  Please see this article about how to
access this folder.


Q: Is there a size limit for storage space on the departmental
file and web servers
A: On the new file server BIOARK, each faculty member has a storage space
limit assigned and can decide how much of their space they want to
allocate to their lab/student use.


Q: How do I recover a lost or deleted file?
A: We can only help recovering files that were saved to our servers (mainly
to BioArk) and that resided on the server for at least one day.
Please send us the date the file was
deleted/lost and its name and location (folder path on the server), and
we will try to restore it for you if it is possible.


Q: Is there file server storage available for Graduate Students & Post
A: The Biology Department offers 7GB file storage allocation for its graduate students and post docs for personal research data and files.
This storage is allocated on the departmental file server: BioArk. The storage allocation is individual-based and separate from all other
lab or resource storage spaces. This storage is only accessible by the individual graduate student/post doc, contrary to shared lab spaces
that are accessible by all lab members. The individual is still able to access her/his files on the lab shares, but other lab members cannot
access the personal space.

To request the personal storage, please contact BioHelp at with the following information:

  • Onyen username
  • Temporary password (which you’ll be able to change during the first login)
  • Your lab (faculty member’s name you are working with)
  • Your location (office or lab room number and building)
  • Whether you are primarily going to be using a personal or shared lab computer

Accessing your personal storage requires the following steps:

  1. The user must have a Biology user account, which corresponds to your Onyen username. It is not required to have the same password as your
    Onyen account, but it is recommended. This password also has to be changed every 90 days.
  2. The shared (lab) or personal (laptop/desktop) computer has to be part of the Biology Domain to allow the user to login with her/his biology
    account. Although, there are alternative ways to access the storage (for computers not part of the domain and MACs), joining the domain is the
    preferred and most efficient way.
  3. The user has to be on the campus network and logging on with the personal (not lab) biology account to access the storage. Shortcuts and
    Network Places mappings are automatically created for the users that point to the personal and lab shared spaces on BioArk.
  4. The allowed amount of space is 7GB per user. User will not be able to save more files passed the 7GB storage usage.



Q: What options do I have to backup my files from my computer?
A: You have different options depending on what operating system you are running:

  • Windows OSs:
    1. You may simply copy your files (or automate the
      copying of your files) to your BioArk stroage allocation, which is backed up every night.
    2. If it is a portable computer, you may contact us to help you setting up Synchronization between your
      My Documents folder & a folder on your BioArk stroage allocation. This will allow you to have a copy at both location
      (the BioArk vopy being backed up by us additionally every night), so, you may use your files
      even when away from campus (withouth VPN). The changes made at either location will be transferred when the computer is back on campus.
    3. You may also contact us to help you setting up the internal Backup utility to create a backup file on your
      BioArk stroage allocation to hold all the backup data. The most important difference between this option and previous
      ones is that this option creates one huge file with allyour data, and individual files are not accessible (neither locally or off-campus). They
      can only be restored with the Backup utility (individual files may be restored also).
    4. UNC also has a contract with
      Iron Mountain to backup personal and departmental computers to an off campus storage.
      It is a charge service, so, you will have to pay for
      this service depending on how much data you want backed
      up.  It is also a more convenient way of backing up
      and restoring files when you spend a lot of time off
  • MAC OS:
    1. You may simply copy your files (or automate the copying of your files) to your BioArk stroage allocation, which is backed up every night.
    2. You may also contact us to help you setting up the internal backup utility (Time Machine) to create a backup
      of your files on your
      BioArk stroage allocation.
    3. UNC also has a contract with
      Iron Mountain to backup personal and departmental computers to an off campus storage.
      It is a charge service, so, you will have to pay for
      this service depending on how much data you want backed
      up.  It is also a more convenient way of backing up
      and restoring files when you spend a lot of time off



Q: What should I do if my USB device isn’t working properly on my
computer or any other computer?
A: Some of the CCI IBM computers (8187 and 8189 series) have trouble
automatically recognizing external USB devices plugged into them (USB
memory keys and other external drives).  To install your USB device
follow this procedure:

  • go to Control Panel/System/Hardware/Device Manager (or right-click on your My Computer
    and select Manage/Device Manager)
  • You should see some entries with yellow exclamation marks next
    to them
  • Right-click on each of these items and select Update
    and follow the wizard until it installs the devises
    (you should be able to select all the default settings)
  • Please contact us if you have
    any trouble installing your USB devices

If you keep using the same port for your device every time you use
it, you will not have to follow the installation procedure again. You do
need to do it for each of the ports you plug your device in.


Q: Who do I contact if I am having hardware problems with my CCI
A: If you have any software or hardware problems with you CCI IBM computer,
please contact us, so we can help you
decide if it is a hardware problem.  If it is, you may contact and
open up a ticket with CCI’s IT Response Center by calling 962-HELP or
going to


Q: How do I submit a UNC campus help request?
A: You may contact and open up a help request ticket with CCI’s IT Response
Center by calling 962-HELP or going to


Q: Is there support for Macintosh (Apple) computers?
A: Apple computer support is limited at UNC-CH, but
ITS has an agreement with Apple for
for OS X operating systems
bought through ITS’s
software acquisition system (only
for Faculty & Staff).  You may get additional help about supporting
Apple computers from theUNC-CH community



Q: How can I send a biology computer support help request in?
A: You may send an email to
) or submit a ticket through the
request web page.


Q: I have a new computer, I
would like to connect it to the internet and to the biology network.
What should I do?
A: First, register your computer on the Campus DHCP web site (at  If you
are not sure how to do that, you may read the help article on the
web site.If you have a built-in wireless card, you have to register it separately
(you need one registration for the Ethernet connection and one for the
It takes around 20 minutes for the registration to take an effect. Then,
you need to install Norton Antivirus
and all the
Windows Updates
on your computer before you can use it on the
As a last step, please contact BioHelp to add your Windows computer to
the Biology domain.


Q: How do I setup the correct DNS servers if having
trouble accessing Biology resources
such as BioArk and
Exchange email?
A: Most likely, the network card’s TCP/IP settings do not have the appropriate DNS (Domain Name Service/System) server
names set. Please let us know if you would like us to correct this, or you may set the following server addresses yourself:


Please note, that all your network cards, including your wireless card need to be setup for this individually.

If you are running IBM Access Connections on your IBM ThinkPad, please consult your
user’s manual, the program help, BioHelp or ITS’s help line
(962-HELP) to get help configuring it.


Q: How do I get an Ethernet/internet port activated?
A: ITS’s networking group does all new port installations and activations.
Please call ITS at 962-HELP or open up a ticket at
You will need the following information: building name, floor, room and
port number(s).


Q: Where and how can I use wireless network access with my computer?
A: There is very limited wireless access within the department (wireless
available in only some of the teaching labs and classrooms and in their
proximities), but a list of buildings with wireless access can be found
here.  For directions to
setup your computer for wireless access, please see‘s
article #4976.


Q: What Website services does the department offer, and how can I
request them?
A: The Biology Department maintains its own web server, which allows its
faculty members to store their faculty, lab and course web pages.
Please contact BioHelp to request any
new web pages or correction on existing ones!


Q: How do I setup a shared lab printer?
A: You need to have a printer with a network card in it to be able to share
it for lab use.  Please contact us for help to choose an
appropriate printer to but or to setup your printer with an IP address! 


Q: How do I access Blackboard and other UNC links?
A: You may access UNC-CH’s Blackboard services at
.  You may find other
UNC resources at the following URLs:

Q: Can a visitor access departmental IT resources?
A: UNC allows now for visitors to receive a temporary
they can use UNC campus IT resources.  For more information, please
read ITS’s ONYEN


Q: Where can I make reservations for or see availability of Biology meeting rooms and vehicles?
A: The Departmental Meeting Room Schedules (including the Fordham meeting rooms) & the Vehicle Reservation pages are maintained on ITS’s
SharePoint web site (
You may find the link on the Biology Resources page at:,  but the specific address for
all the calendars is:


Q: How do I create a webpage?
A: You may create a departmental faculty/lab web page (at by
, or you can create your personal web site on the
UNC campus web server by setting up
the service on the
page under “Subscribe to UNC Onyen Services.”  You may see the
following tutorials forFrontPage


Macromedia DreamWeaver
for help on creating web pages.


Q: How can I get an LCD projector for my class?
A: The department has two LCD projectors for lecturers and TAs to use for
classes.  In the past, they have been accessible by checking them
out from the Zoology Library.  Since the old part of Wilson Hall
(where the library was located) is under construction the library had to
move to a different building, so the projectors can be checked out form
the Biology Administrative office: 216F Coker Hall. 


Q: Is video conferencing equipment available through the department?
A: Yes, 133 Wilson Hall (meeting room) is available for video conferencing.
You may find a short Users’ Manual for the equipment
here.  Please note
that Wilson 133 is used for many functions within the Biology
department, so scheduling for access to this room is handled by the
Secretarial Office in Coker 216.  Please call Julia Young at
962-3776 or Sandra Brandon at 962-2266 to schedule your use of this
room.  We recommend that a test call be placed in advance of the
pre-arranged teleconference call.  We also recommend a short
training session to be arranged withBioHelp

before the first time use of the equipment.  Please
contact BioHelp with any questions or
for assistance!


Q: How do I get UNC licensed software for my departmental computer?
A: You may get UNC licensed software form the
Biology Departmental
Software Install
site (please not you have to be logged in with a
valid Biology account), UNCBioinformatics

site,  UNC’s
Shareware site or through
UNC’s Software Acquisition office.


Q: I have Windows XP Home Edition and am unable to access Biology
resources. Why should I upgrade to Windows XP Professional?
A: Windows XP Home Edition, like its name suggests it, was created for home
use and not for enterprise network environment we have here on campus.
The Biology Department has its own
Microsoft Windows Active Directory

and is part of the campus-wide
UNC Active Directory
Parent Domain.  For us to be able to add your computer to this
domain, it has to have Windows XP Professional Edition, because only
this version has this capability.


Q: My PowerPoint presentation comes up with the warning, “This
presentation cannot be edited
because it contains a read-only
embedded font.” What does this mean and how can this issue be solved?
  • Open the presentation
  • Go to the Tools (Menu)
  • Select Options (Menu item)
  • Select Save (Tab)
  • Unselect the checkbox next to “Embed TrueType fonts
  • Click Ok
  • Go to the File (Menu)
  • Select Save or Save As… (Menu option)
  • Save the file, so it will retain these settings
  • This procedure has to be done for each individual files

Q: How do I upgrade to Microsoft Updates so both Windows and Office
updates are being installed regularly?
A: You may start the Windows
Updates web site
by clicking on the windows icon Windows Update
on the Start/All Programs menu, or you may follow
this link

.  On the right side of the screen you will have an
option to upgrade the Windows Updates service to Microsoft Updates
service, which will update other windows applications (like MS. Office)
besides the operating system.  You may follow the wizard on the web
site to activate the Microsoft Update service.  Please make sure
you set the update up to be done automatically during a time period when
your computer is turned on!


Q: Is there support for UNIX/Linux-based operating systems?
A: There is desktop support for both UNIX and Linux-based systems on
campus.  You need to have
Hat Enterprise Linux
to receive support from Red Hat for your Linux
computer.  There is a yearly fee ($1000) for each of the UNIX
workstations that ITS charges for
Desktop Support
You may access UNC tutorials at the following


Q: Is there support for Bioinformatics Applications like VectorNTI,
Sequencer or GCG?
A: Yes.  UNC Bioinformatics
has support for these
bioinformatics applications.


Q: Can I run my UNIX application on any of the departmental servers?
A: Yes. You may use the departmental Linux server
BioLinux to run your
UNIX applications.


Q: Why and how should I upgrade my Antivirus Client?
A: The most important reasons to have the most recent Antivirus Client
installed on computers are:

  • The newer the Antivirus Program the more prone to bugs and
    vulnerabilities most of the time
  • The automatic update for virus definitions might not work if the client is out of date or its
    licensing expired

The most up-to-date Norton Antivirus Enterprise Edition Client is
version 10. It can be installed form the

software setup
page.  Normally, you do not need to
uninstall the previous version first, but if you have any trouble
installing/running the newer version, you may try to uninstall the
earlier version and then start a clean install of the newer version.
You may also contact

for help installing it.


Q: How do I get and setup AdmissionPros (for MACs with
Virtual PC
A: AdmissionPros is the Graduate School’s new application to manage admissions electronically.
It requires a special username and password, which is supplied by the
Graduate School.  Information about how to gain access and how to
install the software can be found on the
AdmissionPros web site

.  This software was written for Windows
Operating Systems, so Macintosh users will have to install Virtual PC on
their computers to run this application.
Please let us (BioHelp) know if you
need AdmissionPros running on your MAC and we will be happy to load it
for you.Installing Virtual PC:

  • Before you decide to install Virtual PC on your MAC to run AdmissionPros, please make sure that you have at least a
    G4 or G5 Macintosh computer, because otherwise your computer will
    be extremely slow.
  • Virtual PC for MAC version 7.0 is the second disc of the Microsoft Office for MAC package
  • After installing Virtual PC form the disc, the Virtual PC 7.0.2
    update needs to be downloaded and installed from

  • After the upgrade of Virtual PC, a new virtual operating system needs to be installed under Virtual PC;
    we recommend Windows XP Professional with Service Pack 2.  It is just like installing Windows on a
    standard computer, which is a relative elaborate process,
    so we encourage everybody to
    contact BioHelp
    to setup a time, so we can do the installation.Tricks and tips for AdmissionPros (on MACs with Virtual PC):

    • Office for Windows might need to be installed in Virtual PC to
      allow the opening of some of the documents. You may install it form
      the BioHelp Software
      site. Please note that the Virtual PC instant has to be
      part of the Biology Domain, and you have
      to be logged on with your biology account for this site to work!)
    • You may also need to install Adobe Reader to open PDF files (BioHelp
      Software Install
    • It is necessary to set the screen resolution higher within
      Windows (Virtual PC) in order to be able to navigate some of the
      AdmissionsPros panels.
    • The Apple button needs to be pressed to retrieve the Mac cursor
      (otherwise, the cursor gets trapped within the Virtual PC panel).


Q: Is Office 2007 backward compatible with Office 2003?
A: Office 2007 is not backward compatible with earlier versions of
Microsoft Office in a traditional way, but it is fairly easy to make
Office 2003 able to read Office 2007 files
. Microsoft has a
compatibility plug-in available to solve this problem, called:
Microsoft Office Compatibility Pack for Word, Excel, and PowerPoint 2007
File Formats

.  You may install it from the
Microsoft Download site
or from the

BioHelp server locally
.  After
installing it, Office 2003 will be able to open and edit Office 2007
files.  Another, even simpler option, is to use the Save As option to save files in Office 2003 file format from Office 2007.


Q: Can I share documents made in Office 2007 with users of earlier
versions of Office??
A: By default,
Office 2007 is not backward compatible with earlier versions of
Microsoft Office, and Office 2003 will not be able to open documents
saved in Office 2007 file formats.  It is possible, and fairly easy
to use the Save As option to save files in Office 2003 file
from Office 2007.  Also, Microsoft has a compatibility
plug-in available to allow Office 2003 to open Office 2007 files,
Microsoft Office Compatibility Pack for Word, Excel, and PowerPoint 2007
File Formats

.  You may install it from the
Microsoft Download site
or from the

BioHelp server locally
.  After installing it, Office 2003 will
be able to open and edit Office 2007 files.


Q: How do I setup my new AD Email Account in Outlook 2007
(preferred client)?
  1. Open Mail Account Settings (possible ways):
    • Control Panel/Mail
    • Right-Click on Outlook icon on top of start menu
    • Switch back from classic viewing mode of Windows and use above
  2. Show Profiles
  3. Add
  4. Enter Profile Name (your name, for example)
  5. Select Manually Configure Server…
  6. Select Microsoft Exchange
  7. Microsoft Exchange Server:
  8. You may use cached mode to store emails not only on the server,
    but on the client computer also
  9. User Name: onyen or lastname, firstname
  10. Here, you may see directions to setup
    off-campus access without a VPN client.
  11. Finish


Q: How do I setup my Outlook 2007 to allow Off-campus Email Access without VPN?
  1. From the Control Panel select the Mail applet
  2. Select the E-mail Accounts button
  3. In the Account Settings window, select your Microsoft Exchange email account and click the Change button
  4. Click the More Settings button
  5. In the next window that opens, go to the Connection tab
  6. At the bottom of the ‘Connection’ pane, make sure the Connect to Microsoft Exchange using HTTP check box is enabled. Then click the
    Exchange Proxy Settings button
  7. In the Proxy Settings window configure these settings:
    • Use this URL to connect to proxy server for Exchange:
    • Enable the check box for Only connect to proxy servers that have this principle name in their certificate
    • Set principal name to
    • Enable ONLY the check box for On slow networks, connect using HTTP first, then connect using TCP/IP
    • For Proxy Authentication settings, select Basic Authentication


If you have any questions, you may email us at or send in
a help request from

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