SMART WORKING PROGRAMME - MOBILE WORKING INITIATIVE LAPTOP FAQ GUIDE V2.0 dated 20th December 2012

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1 SMART WORKING PROGRAMME - MOBILE WORKING INITIATIVE LAPTOP FAQ GUIDE V2.0 dated 20th December 2012 Introduction This document contains a list of Frequently Asked Questions often posed by mobile working users. Questions and responses are divided into categories to help find answers quickly. This document will be updated quarterly and will be posted on the SHFT Intranet Technology page. We hope you will find this useful - if you have a question that this document does not cover then please contact the Laptop Deployment project via or contact your local IT Support or Help desk. General Questions Q: I m a bit nervous about my new laptop. It s so different to the computers I m used to. How fragile is it? A: In practice, it s not really that much different. Once you get used to the size and the portability, you will probably prefer it. Everything works in the same way as a regular desktop computer, with the exception that you are using a new and visually different version of Windows. The units themselves are designed to be light and portable and are reasonably robust, so try not to be too intimidated by this new piece of equipment. It s a fantastic tool that will enable you to be more efficient. Q: How does my keyboard mouse work? A: In addition to a plug-in mouse, you have a built in mouse called a track pad. It is sensitive at times, but it works in exactly the same way as a regular mouse. There are two buttons below the pad, left click executes an action and right click gives you options. You can even click and drag an item as you would with a regular mouse by holding the left button down and directing the path of your `target by moving your finger on the track pad. Q: There are various slots on my laptop. What do they do? A: On the left hand side you will find a headphone jack socket and an esata port that doubles as a USB port and a monitor port for connecting a screen. On the right you will find 2 USB ports and an HDMI port. The USB ports will be the most useful and can be used to connect mice, keyboards and memory sticks. Q: What does the Tab key do? A: The Tab key is really useful. All it does is move the cursor from one field or cell to another. It doesn t execute an action so it s a safe key to use when filling in a series of fields or cells. Tab will take you forward from one field to the next. Shift / Tab together will take you backwards. Page 1 of 8

2 Q: I want to use a memory stick. Can I use a normal one? A: No. Private USB memory sticks are not allowed. Only approved memory sticks can be used with your laptop. These sticks are encrypted and need a password to access. To obtain a SafeStick you will need to ask your Line Manager to complete a form obtainable from (Information Governance Facilitator). Q: Can I use my laptop for personal use? A: Yes, but outside working hours. Remember, although you will be connected via a 3G or home wireless connection, you will not be able to access certain websites as your connection is always routed via the Southern Health web firewall. Q: Is my laptop insured? A: Although there is an overriding NHS insurance for most assets there is no individual insurance for laptops. This means that you will need to take very good care of the device. Try not to damage or lose the laptop. If this happens, inform your Line Manager immediately with the details. If your laptop is stolen, inform the Police (obtain an Incident Number) and Line Manager. Ultimately, it is your responsibility to ensure the safe keeping of the laptop. Q: What happens if my laptop goes wrong? A: When you get your new laptop, you will benefit from a support package from the project. This support will lapse two working weeks (total 10 days) after you first receive your laptop. Your deployment engineer will provide you with a mobile number to ring, an engineer from the project will visit you as soon as possible. After the two week period, your support will revert to Business As Usual and you must contact your local Support or Help Desk for assistance. You will find the contact details of your local IT Support on your desktop. GP Surgery. First line of support is via the local Support/Help Desk who will issue a ticket. This will then get triaged to determine whether it is a PC/Laptop/Infrastructure problem depending on outcome, the ticket will be passed to HealthCare Computing Limited for resolution. Andover/Winchester Area. First line of support is via the local Support/Help Desk (HHFT or HITS). HITS Location. First line of support is via the local Support/Help desk. IPHIS Location. First line of support is via the local Support Desk/Help desk. SHFT Domain. When you are migrated to the SHFT domain, the same will apply contact the SHFT Support/Help desk.. Page 2 of 8

3 Q: When calling IT Support, I am asked for a laptop ID number. What number do I give them and where is it? A: There are two possible locations for an ID number. Older laptops and laptops built for the PHCNT account holders have an Asset Tag number. This is a blue sticker near the keyboard. If your laptop is a newer one (and has a silver Stoptracker sticker on the cover) you will need to provide the Service Tag number (alpha-numeric code) Q: I work at a site that has no core network. How do I make sure my laptop is updated? A: You must visit a site where you can connect via a data cable to the core network. This is to ensure that your laptop is connected to a secure and reliable connection. You must connect to the core network every 30 days to ensure your laptop remains up to date. Q: When updating my laptop at a core network site, how long do I need to connect it? A: A minimum of minutes should be sufficient, but certainly no more than an hour. Shut down and restart your laptop to make sure the updates take effect. Q: If my laptop is inactive for several weeks, will this cause any problems? A: Potentially, yes. If you have a laptop with encryption login screen (normal), the software will lock you out after 30 days of inactivity. It will need to be unlocked by IT Support. Encryption and Passwords Q: What is an encryption password and how does it differ from my regular password? A: This only applies if, when you log on, you see the MacAfee encryption log on screen. Otherwise see the next Question. Your encryption password should be exactly the same as you normal Windows login password. If they are different, they will be updated automatically by your deployment engineer at the time of deployment. You should then only use one password and login for the laptop and desktop computer. Q: What is Auto Boot? A: Auto Boot is a new update that removes the encryption MacAfee logon screen. With Auto Boot, when you turn your laptop on, it will take you straight to the Windows logon screen. It s much faster and much easier. Q: I cannot access my laptop. A message appears saying my account has timed out. What does this mean? A: It has been over 30 days since you last logged on to your laptop via the core network. You must contact your local IT Support and ask them to unlock your account. Page 3 of 8

4 Q: How do I recover my encryption password? A: You will only need to do this if your laptop is not running Auto Boot. There is a detailed section on this topic in the Mobile working Quick Reference Guide provided to you when you received your laptop. Type in your user name. At the password screen, click Options, then Self Recovery. Type in your user name again and answer the 3 questions you set up when you first received your laptop. If you enter the answers correctly, you will then be able to update your password. If you can t answer the questions, you will need to call your IT Support and ask them to reset it. Q: How do I update my Windows password on my laptop? A: Connect your laptop to the core network via a data cable. Press Ctrl / Alt / Delete (not Backspace) at the same time and select Change Password. Follow the prompts on the screen. If your laptop is not Auto-Boot, it will automatically update your encryption password too. You must be connected to the core network. Wireless Network Connectivity Q: How do I find out which Southern Health areas are supported by a Trust Wireless (WiFi) Network? A: Go to the SHFT Intranet site and follow the path to the Technology pages; find `I would like to.` then click on `find local wireless and hot desk sites`. Q: If I am carrying out a home visit at a patient s home, can I use their wireless network? A: Yes, but only if the patient gives permission and it is written in the notes that they have consented and, they have said access is at no cost to the Trust. First option should be either use a 3G connection or use your RiO downtime form. Q: I know I have a wireless network at home / work, but my computer tells me there are no wireless networks available. How can I fix this? A: You have most likely switched off your wireless network function. On the right hand edge of the laptop is a small switch, make sure it is not showing red (therefore in the Off position). If this problem persists, contact your local IT Support. Page 4 of 8

5 Mobile Broadband (3G) Connectivity Q: Am I incurring additional costs by using 3G (Vodafone) for long periods of time? A: No. Your Trust Vodafone contract is on a fixed flat rate. Do not let worries over increased costs get in the way of your working day. Use 3G as required but it is not a guaranteed connection signal strength is not always constant. The order of connection priority you should aim for is: 1 Core network 2 Wireless 3 3G. Q: How do I turn Vodafone 3G on? A: Click on the Wireless Network Icon. This is next to the battery icon in the bottom right hand corner - it looks like a signal bar icon. Click on the icon and all the wireless networks visible to your laptop in the area you are working in will appear. Click on Vodafone at the top. It may be called Voda, but it s the only option you will find in the Mobile Broadband Connection section. Click on Connect and wait for Checkpoint to connect and beep. Q: What is Checkpoint? A: Checkpoint is a security package for non-trust connectivity. It is symbolised by a small gold padlock icon in the bottom right hand corner of your screen. It allows you to connect to any wireless network, even if that network is not secure. (The laptop has a high level of security embedded and therefore there is no risk that patient data can be intercepted). Q: When do I need Checkpoint? A: Checkpoint comes into play when you are using a non-trust wireless connection, in other words 3G or any wireless network (including your home wifi). Q: How do I check that my Checkpoint security is operating? A: Hover your mouse over the gold padlock icon. The message `Checkpoint is compliant, appears which indicates it is working. Right click on the icon to see whether Checkpoint is connected or not. It should be disconnected for Trust WiFi and network cable connections, and connected for any other wireless and/or 3G connections. Q: I have an error message saying that Checkpoint has failed to connect. What does this mean? A: You may not have a signal or you may have a fault with your Checkpoint. Your local IT Support will be able to assist. RiO Q: Where is my Smart Card inserted on my laptop? Page 5 of 8

6 A: Your smart card fits into a smart card slot on the left edge of the laptop. Insert the card with the chip facing up, chip first. Q: I can t access RiO. It gets stuck on Checking Card. What does this mean and how can I fix it? A: It is likely that some of the scripts needed to run RiO have failed. Call your local IT Support and ask them to intervene. They will need to check Java and NHS Identity Agent. It is easy for an engineer to fix this issue. Q: I can t access RiO on 3G? A: You do not have a strong 3G signal; the signal is not a strong enough type; or Checkpoint has failed to connect. Check Checkpoint as described above and connect if necessary. Failing that, use your RiO down time forms and connect later when you have a better signal. Power and Operation Q: Is it OK to turn off my computer by holding down the power button? A: No. This can cause potential damage to the laptop. Always power down correctly by going into the Start Menu and selecting Shut Down. Q: How do I start my computer from sleep mode? A: Give the power button one quick press. Q: How long will my battery last? A: Your laptop uses an extended battery pack which has an approximate usage time of 5-6 hours. Q: How often will my battery need charging? A: Depending on your usage, you should probably charge once a day. It only takes a couple of hours to fully charge the battery so just ensure you have enough power for your needs. If you are unsure, hover your mouse pointer over the battery icon in the bottom right hand corner of the screen. It will give you an indication of remaining battery percentage. Q: Will leaving my battery on charge constantly, damage my battery? A: Modern batteries such as the Lithium Ion (Li Ion) battery packs found in laptops and mobile phones are light, efficient and don t have the memory that older styles of battery (Ni Cad or Ni Mh) had. This means you can charge regularly and / or constantly without damaging the charger or the battery. The charger may get warm. Q: How do I control the laptop volume and is there a mute function? Page 6 of 8

7 A: The volume control keys are in the top left corner of your laptop. The first button is mute and the second two are - / + volume control. Microsoft Office and Drives Q: What are Network Drives and how do I use them? A: Drives are located in Windows Explorer. There are several ways of accessing them, but the quickest is to click on the Document icon on the bottom left of your screen, and select Computer. Network Drives are important because they allow you to store and share information and they are regularly backed up automatically. You should have a personal Home drive and a Team drive. Ask your Admin leads for guidance on the Team drive. Q: Is my C Drive the Network Drive? A: No. The C Drive is the hard disc drive on the computer you are working on. Information stored here is never backed up and cannot be shared. Q: Is information saved in Documents or Desktop secure? A: Technically, yes from an encryption point of view. However, they are not backed up centrally and if anything happens to the laptop that information will be lost. You may wish to request a SafeStick to back up your essential information (ask your Line Manager). Q: How do I save to my Team Drive? A: If you are saving a Word document, click File and select Save As. A window will open. Scroll down and select Computer. Your drives will be visible. Open the Team Drive as required, find the folder or area you wish to save in and click Save. Q: How do I create a new folder? A: Right Click on your mouse, select New, select `Folder` Q: How do I create a shortcut for a folder? A: Right click on the relevant folder or file. Select Send to then select Desktop (shortcut). Q: How do I find WORD? A: The Word shortcut should be on your desktop or on the task bar at the bottom of the screen. If it s not, then click on the Start icon, click All programs, select Microsoft Office and you will find Word towards the bottom. You can open from there, right click and send to the desktop and open it or click and drag the icon onto the task bar and then open it. Page 7 of 8

8 Training Q: I want to improve my confidence with my laptop. How can I get training? A: The Technology Directorate has a dedicated IT Training team and specific courses are being set up for staff to offer support and improved skill levels in the following areas: Improvement with Basic IT skills (i.e., creating a folder, click & drag, printing etc) Change from Office 2003 to 2010 Improvement with using mobile working devices and working differently Additional RiO support. Q: How do I contact the IT Training Team? A: Go to the SHFT Intranet site and follow the path to the Technology pages and then IT Training where full details are available. Page 8 of 8

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