Frequently Asked Questions
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Q: Why can't I see an area under the navigation?
Have you logged in?
If you can still see the 'login' button across the top of the page, then you haven't logged in yet. Click on the 'login' button and enter your username and password.
If you have logged in (i.e. the 'login' button has been replaced by 'My Profile') then you may not have the access rights to see specific secure areas. See 'How do I upgrade my account?'
Q: How do I upgrade my account?
To amend your access rights if you are in a school, please contact your Headteacher who has the permissions on their user account to change the 'role' of other users within school. Please see the guidance instructions if you are a Headteacher.
Alternatively, contact the ICT Service Desk on 01889 256290 who pass your request onto the relevant personnel.
To amend your access rights if you are in a business unit, please contact the ICT Service Desk on 01785 278000.
Q: The Headteacher cannot remember how to upgrade an account
Please see the guidance instructions if you are a Headteacher
or contact the ICT Service Desk on 01889 256290 who will provide instructions verbally.
Q: I have forgotten my password, can it be changed?
If you are from a business unit, please contact the ICT Service Desk on 01785 278000. To maintain security, the Service Desk will ask you what password you wish to use and then they will call you back to confirm the password has been changed.
If you are from a school, your Headteacher has the permissons within their user account to change a password. Please see the guidance instructions if you are a Headteacher.
If your Headteacher is unavailable, please contact the ICT service Desk on 01889 256290. To maintain security, the Service Desk will ask you what password you wish to use and then they will call you back to confirm the password has been changed.
Q: How to I change my password or email address?
Once you have logged in, click the "My Profile" button. The links are shown to modify either your password or email address.
You should change your password regularly and use a password with at least one number in to incease security.
Q: I am unable to open a pdf file from the intranet, what do I need to get this to work?
You will require Adobe Acrobat Reader to access pdf files. If you do not have the software already loaded onto your machine, you can download the software from the Adobe site - this software is free of charge.
Go to www.adobe.co.uk , on the left hand side of the home page you will see the 'Get Adobe Reader' button. Click on the button. At step 1 of 2 choose 'English, your operating system (e.g. Windows XP) and your connection type (Dial up or Broadband). At step 2 of 2 select whichever option you require, then choose continue at the bottom of the screen. Finally click on the download button displayed.
Q: I am not sure how to download a file
There are many files on the site to download. All documents refering to a file download provide instructions either in a Microsoft Word document or within the page information itself.
If you would like to save the file to your computer without opening it: right click on the link and choose "Save Target As..." your computer will prompt you for a location to save the file to.
Q: I am trying to download a file, but my system is not allowing me to do this
This is probably due to software applications called RM Safetynet and RM Safetynet Plus used on the curriculum networks. The software looks for particular file extensions such as .exe or .bat and blocks them from being added to the network. This is a security measure to prevent infected files coming into the system.
Settings within RM Safetynet Plus can be changed within school to allow certain file types through temporarily. The software does not normally affect the administration network.
If you are having problems downloading a particular file and you are unable to resolve the issue within the school, please contact the technical teams via the Helpdesk on 01889 256290 who may be able to change the file extensions to allow the file to be downloaded.
Q: I've opened a file, but when I close it, I've lost the web page I was looking at
You need to use the "Back" button rather than closing the file. This new system opens the file within the web browser rather than opening it in a separate application window as used to happen on the SLI.
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