SDSURF Computing Services FAQs

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FAQs

FAQs

General Information

How may I contact the Service Desk?

If you do not have a Foundation e-mail account please submit your question, using the E-mail Us Form.
If you have a Foundation e-mail account please, log on to My Service Desk and click on the "Contact Us" link.

How does SDSURF recommend I access my e-mail account?

We recommend that all users manage their e-mail account via Outlook Web Acess. Outlook Web Access allows access to your account from any internet connection, requires no configuration and no additional software. If you would like to use a traditional e-mail client on your computer we recommend Outlook in MAPI mode for Windows computers and Entourage with WebDAV for Machintosh computers. For configuration instructions please logon to the My Service Desk web site and click on the "Configure E-mail Client" link located on the left hand side.

Account Policies

What e-mail storage/size limit policies are in place?

All accounts are limited to 500000 KB (500MB). At 450000 KB (450MB) you will receive a weekly warning e-mail notice indicating your account space usage is reaching its limit. If your account reaches 500000 KB you will be unable to send or receive e-mails until your account storage usage is reduced. To view your current mailbox quota usage logon to My Service Desk.
For individual e-mails received or sent there is a size limit of 20000 KB (20MB), an adequate amount to accommodate any standard attachment.

What type of attachments are prohibited?

Currently 47 different file types are permanently removed from all incoming and outgoing e-mails. If you have questions about a specific type of attachment please contact the Service Desk. Compressed (.zip) files are not permanently removed but simply quarantined. Contact the Service Desk and we can release a quarantined zip file attachment intended for you.

Why should I maintain accurate account information?

By maintaining your account information up to date you allow us and yourself to manage your account more efficiently. For example, ensuring you have a Challenge Question and Answer allows you to directly reset your password if you ever happen to forget it. An accurate RedID help us eliminate account duplication and confirm identity. While an accurate business phone number helps everyone.

How can I update my account information?

Login to My Service Desk and click on the "My Network Account" link. You will be able to setup a Challenge Question and Answer and provide your RedID, as well as view other information specific to your account.

How can I update my contact information?

Login to My Service Desk and click on the "My Online Directory Information" link. There you will be able to update your business phone number. Your business phone number will be reflected in the Global Address List in Outlook and on the SDSURF Online Directory. You will also find links to the SDSU Campus Directory and Directory Update Form so you may view and modify outdated campus information. Please keep in mind that information updated in the campus directory will not update the SDSURF Directory. Updates will need to be submitted to both directories.

Account Access

I forgot my password/PIN, what can I do?

If your account information is up to date, you can go to our Password/PIN Reset Form. There your Challenge Question and Answer will be used to validate your identity and allow you to reset your password. If you do not have a Challenge Question or Answer associated with your account, please contact the Service Desk (619) 594-6931.

What options do I have to access my account?

There are several methods to access your e-mail account. Including support for IMAPS clients, Outlook Web Access, ActiveSync and Outlook in MAPI mode. For more specific information based on your web browser and computer please visit the My Service Desk web site and click on the "Configure E-mail Client" link located on the left hand side.

Does SDSURF support POP3?

SDSURF does not support POP3 but we do support IMAPS. IMAPS allows you to download your e-mails just like POP. The major difference is that POP3 by default downloads the e-mails from the server, while IMAPS only downloads copies of your e-mails. IMAPS allows for easy access to your e-mails for recovery purposes or simply to use a second workstation, like from home.

What is Outlook Web Access?

Outlook Web Access better known as Webmail is the online version of Outlook available through a web browser. Outlook Web Access gives you access to your e-mail messages as well as your account resources such as calendar, contacts and tasks. If you would like more specific information on the features available through OWA visit our Outlook Web Access, How To web page. To access your e-mail account through Outlook Web Access go to our E-mail Access web page.

Can I access my e-mail account through my cell phone or PDA?

We do not officially support any one brand of cell phone or Smartphone PDA. We do however have online instructions for ActiveSync and IMAPS enabled Smartphones such as the Palm TREO and other Windows Mobile devices. Most Smartphones will have access through IMAPS connectivity. For further information refer to the What options do I have to access my account? link above.

Tools and Maintenance

What is FileX?

FileX was designed to allow users to transfer large or zip file attachments. When prompted for a username and password, use your SDSURF e-mail account credentials.

Can I have my e-mails automatically forwarded to another account?

Yes, through the Outlook Web Access (OWA) interface you can setup up filtering rules. Create a "universal" rule that forwards a copy or the original e-mail to a different e-mail account.

Am I protected from e-mail viruses?

All e-mails are scanned for viruses and may be scanned twice with two different AV products based on origin and destination. When a virus is detected the Anti Virus products will replace the attachment with a text file indicating the action taken and the file name.

Does the Foundation use a spam filtering product?

The e-mail system has several layers of virus and spam filtering mechanisms. One of the those layers, Proof Point Message Security Server (Spamcontrol) is an effective spam filtering solution that features a personalized ProofPoint Enduser Web Site.

How do I identify spam e-mail messages?

View Spam Identification - Spam/Virus/Malware for a list of characteristics that can assist in identifying, spam e-mail messages. The list by no means covers every scenario but can greatly help distinguish legitimate e-mails from spam e-mails. If you have any doubt you should always consult with your IT staff.

Service Desk
SDSU Research Foundation
help@foundation.sdsu.edu