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Durham University

Computing and Information Services

Frequently Asked Questions

List of FAQ categories

Mobile phones

+Are University supplied mobile phones covered under the University insurance policy?

If you have included your University mobile phone on your department or college asset register it is covered by the University Insurance policy.

Whilst the mobile phone is on University premises, the deductible for most types of damage other than fire is £27,500 however there is an internal fund for valid contents claims which would bring the deductible down to £5,000.

When away from the University, the deductible is £275 each and every claim. Exclusions apply, in particular losses from unattended vehicles may not be covered.


+Can I install Apps on my University device?

Apple, Android andMicrosoft make applications available via online stores.

Personal Apps that incure charges must not be installed on University devices unless the method of payment is via a personal credit card.

Apple

http://store.apple.com/uk/help/your_account

An iTunes account can be linked with a credit card for purchasing Apps or App Store gift cards can also be purchased.

http://store.apple.com/uk/browse/home/giftcards/itunes/gallery?mco=MTM3NDc0MTQ

You must have iTunes installed on a computer in order to redeem a giftcard.

http://www.apple.com/itunes/affiliates/download/

Android

https://play.google.com/store

A Google Play account can be can be linked with a credit card for purchasing Apps from the Play Store. To link a credit card to your Google Account, you need to visit Google Wallet.

https://wallet.google.com/manage

Windows Phone

A Windows account can be linked with a credit card for purchasing Apps from the Market Place.

http://www.windowsphone.com/en-GB/marketplace 

+Can I use a hand-held mobile phone whilst driving?

From 1 December 2003 it has been an offence to use a hand-held mobile device whilst driving.

From 1 March 2017, if you use a hand-held mobile device whilst driving, you face being awarded six penalty points on your driving license and a fine of £200.

Whilst hands-free mobile device are exempt from the above legislation, you may still face prosecution if you fail to have proper control of your vehicle. Additionally, if you have an accident whilst using a hands-free mobile device, you may be charged with careless or dangerous driving.

Further information regarding the use of mobile devices whilst driving can be found via the URL below.

https://www.gov.uk/using-mobile-phones-when-driving-the-law

+Can I use voicemail whilst abroad?

If you use a Vodafone or partner network abroad, you should be able to call the 121 shortcode to set up and change your voicemail settings - the same as in the UK.

If you're going to use any other network in the country you're visiting, you need to set a security PIN before you leave the UK. This will allow you secure access to your voicemail while you're abroad.

You can set your security PIN by calling 121 and choosing option 4, then option 2.

When you're abroad, you'll get a free text message for each voicemail you receive. The text will ask you to call your mailbox number - which will be +447836 121 121. Simply call this number and follow the prompts to access your mailbox.

More information on using voicemail can be found on the official Vodafone website.

+How can I connect my Android phone or tablet to the MDSAnywhere service?

Please note: in order to use the MDSAnywhere, you need to be a ful-time salaried member of staff and be registered for the service.

Search for the App on the Market Place, or click the link below. Install it, start and configure as follows.

https://play.google.com/store/apps/details?id=com.microsoft.rdc.android&hl=en_GB

  1. Click the + icon in the bottom left of the application
  2. Add a Connection name e.g. MDSAnywhere
  3. Add mdsanywhere.dur.ac.uk as the PC name
  4. Add your CIS username in the format mds\username. Please do not add your CIS password at this stage. As an added security measure, you should enter your password at each MDSAnywhere logon
  5. Click the tick symbol in the top right of the application screen to save the configuration
  6. MDS will be listed in the Remote Desktop options - select it to open an MDSAnywhere session
  7. Press the screen and move your finger across it to move the mouse pointer. Tap once on the MDS\your username icon to connect to the service
  8. Click the keyboard icon at the top of your phone/tablet screen, then enter your CIS password - if prompted, add your password a second time

You navigate around the desktop with your finger and tap the screen to apply a 'mouse click'. Where you place the mouse curser with your finger is the section that a 'mouse click' applies. You can collapse the onscreen keyboard at any time unless the appropriate key on the keyboard (generally found on the far left of the keyboard). The icon to bring it to the front of the screen remains available at the top of the device screen.

Once you have finished using the Remote Desktop application, you should log off via Start | Log off - again, you will need to use the onscreen curser to natigate around the desktop.

+How can I connect my iPhone or iPad to the MDSAnywhere service?

Please note: in order to use the MDSAnywhere, you need to be a ful-time salaried member of staff and be registered for the service.

From your iPhone or iPad, go to the App Store and search for Microsoft Remote Desktop or click on the link below.

https://itunes.apple.com/gb/app/microsoft-remote-desktop/id714464092?mt=8

Install the App, start and configure as follows.

  1. Select New Remote Desktop
  2. Add a Connection name e.g. MDSAnywhere
  3. Add mdsanywhere.dur.ac.uk as the PC name
  4. Add your CIS usernamePlease do not add your CIS password at this stage. As an added security measure, you should enter your password at each MDSAnywhere logon
  5. Save the settings
  6. MDS will be listed in the Remote Desktop options - select it to open an MDSAnywhere session
  7. Press the screen and move your finger along it to move the mouse pointer, tap once on the MDS\your username icon to connect to the service
  8. Click the keyboard icon at the top of the device screen, then enter your CIS password - if prompted, enter your password a second time

You navigate around the desktop with your finger and tap the screen to apply a 'mouse click'. Where you place the mouse curser is the section that a 'mouse click' applies. You can collapse the onscreen keyboard at any time using the appropriate key on the keyboard (generally found on the bottom left of the keyboard). The icon to bring it to the front of the screen remains available at the top of the device screen.

Once you have finished using the Remote Desktop application, you should log off via Start | Log off - again, you will need to use the onscreen curser to navigate around the desktop.

+How do I access voicemail on a Vodafone handset?

1: To turn on your voicemail if it isn’t already activated, press 1121, and then press the call button.

2: To call your voicemail, call 121.

3: Press 2 to repeat a message, 3 to delete a message, 6 to skip to the next message, or 7 to save the message for seven days.

4: If you want to set up a personal voicemail greeting so people know they’re definitely through to you, press 121, followed by 323, and follow the prompts to record your greeting.

+How do I configure an Out of Office reply for a Durham Exchange account on my iPhone or iPad?

In order to use the Out of Office feature on your iPhone or iPad, you need to be running iOS 8.1 or above.

  1. Go to Settings | Mail, Contacts, Calendars
  2. Select the Durham email account
  3. Tap Automatic Reply
  4. Slide the Automatic Reply option to On
  5. Add your text in the Away Message box and click Save

Once the Out of Office message has been configured, you can turn it on or off as required.

+How do I configure an Out of Office reply for my Durham email account on an Android phone?

The following instructions apply to Android 4.4.4 on a Sony Experia Z1 - the settings required will vary depending on the Android device you are using.

  1. Go to Settings | Exchange ActiveSync | Account Settings
  2. Tap your Durham Exchange account
  3. Tap Out of Office
  4. Slide the Out of Office option to On
  5. Configure the options as required
  6. Click OK

Once the above configuration has been applied, you can turn the Out of Office option on or off as required.

+How do I configure an Out of Office reply for my Durham Exchange account on a Windows Phone?

In order to configure a Windows Phone for Out of Office you should be running Windows Phone 8.1.

  1. Select the Durham email account
  2. Tap the ... symbol in the botton right of the screen
  3. Select Settings
  4. Tap automatic replies
  5. Slide the Status option to Off
  6. Add the required text and, if required, select to Send replies outside of my organisation
  7. Tap the tick icon to save

Once you have configure the Out of Office option, you can turn it on and off as required.

+How do I connect a Windows Mobile device to wireless?

To connect a Windows Phone to wifi, please follow the instructions below.

  1. Go to Settings | Wifi
  2. Select the appropriate wireless service
  3. Enter your CIS username in the Username box
  4. Enter your CIS password in the Password box
  5. Click Done
  6. When prompted to Continue connect, select yes

The above instructions were written on a HTC 8X running Windows Phone 8.0

+How do I connect an Android device to wireless?

To connect an Android phone to wifi, please follow the instructions below.

  1. On the phone go to Settings | Wi-Fi
  2. Select the appropriate wireless service DU Wireless for staff and DU Student for students
  3. Select the appropriate security settings
    1. EAP Method - PEAP
    2. Phase 2 Authentication - MSCHAPV2
    3. CA Certificate - Don't Validate
    4. Identity - Enter CIS Username
    5. Anonymous Identity - Leave blank
    6. Password - Enter CIS Password

For DU Student you then need to browse to www.dur.ac.uk and login to run the security scan.

+How do I connect an iPhone or iPad to wireless?

To connect to wifi, you need to follow the instructions below.

  1. Click Settings | Wi-Fi
  2. Select the appropriate wireless service
  3. Enter your CIS username
  4. Enter your CIS password
  5. Click Join
  6. Accept the certificate when prompted

The above instructions were written using an iPhone 7 running iOS 11.2.6 and will work on earlier iOS versions, although the instructions may vary slightly.

+How do I perform a factory reset on an iPhone or iPad?

The URL below has a set of instructions and links to other resources to help you restore your iPhone or iPad to factory settings.

https://support.apple.com/en-gb/HT201252

+How do I remote wipe a mobile phone or tablet used to access my Durham email?

In order to remote wipe a mobile phone that has been configured to access your Durham email, you need to sign in to office365.dur.ac.uk - once you've done that please follow the steps below.

  1. Go to Settings| Mail
  2. From the options to the left of your screen, click on General | Mobile devices
  3. Select the device you wish to wipe then click the Wipe all data option

Please note: carrying out the about steps will result in factory reset of your device and all the content stored on the device will be deleted.

+How do I restart an iPhone or iPad?

Occasionally you may need to restart an iPhone or iPad.

  1. Press and hold the On/Off and Home buttons on the phone until the Apple logo appears

The phone will then restart but may take a few minutes to do so.

+How do I set and use Vodafone voicemail?

A PIN can be set or changed by the following method:

Using your Vodafone handset, diall 121 and wait for the main menu:

Press 4 then 2 to access the security settings you will be presented with a number of options to change the security settings including the security level and changing an existing PIN.

More information on using voicemail can be found on the Vodafone website

+How do I setup my iPhone or iPad?

Before you can configure an iPhone to connect to your email, contacts and calender, the device must be initialised. To do this you will need connect the device to a wifi service then follow the prompts and accept the Apple Terms and Conditions.

It is not a requirement to have an iTunes account to initialise an iPhone or iPad, but you will need one if you wish to install Apps.

Further information about initialising and iPhone or iPad can be found via the URLs below.

http://www.apple.com/uk/support/ipad/essentials/

http://www.apple.com/uk/support/iphone/essentials/

Further information about creating an iTunes account can be found via the URL below.

http://support.apple.com/kb/ht2731

+How do I use my iPhone or iPad?

The devices do not come with a manual but you can find out how to use them via the URLs below.

http://www.apple.com/support/iphone/

http://www.apple.com/support/ipad/

+Mobile data (3G/4G) on my University mobile device isn't working, what should I do?

If your mobile number has data applied and you experience a loss of service, please try the following fixes.

  • Power the phone off for a few minutes, then turn it back on again.

If the above does not restore your data connection, you need to manually roam off the Vodafone network.

To manually roam to another network on an iPhone:

  1. Go to Settings | Carrier
  2. Turn off Automatic
  3. When the list of available networks appears, select EE
  4. The connection to EE will fail, when it does switch the phone back to Automatic 
  5. Restart the phone

To manually roam to another network on an Android phone:

  1. Go to Settings | Connections | Mobile networks | Network operators
  2. Tap the Search networks option
  3. When the list of available networks appears, select EE
  4. The connection to EE will fail, when it does tap Select automatically
  5. Restart the phone

To manaually roam to another network on a Windows phone:

  1. Go to Settings | Network | Mobile & Sim
  2. Go to Sim settings then Search for networks
  3. Use the drop-down menu to select EE then tap OK
  4. Once the phone displays no signal, select Automatic from Network selection
  5. Restart the phone

To test that mobile data is working, turn off Wifi and try browsing the web using mobile data.

+My iPhone isn't syncronising Exchange Calendar entries, what should I do?

  1. Go to Settings | Mail, Contacts, Calendars
  2. Scroll down to Calendars and change the Sync options to one of the lesser time periods e.g. 2 weeks or 1 month back
  3. Scroll to the top of the options and click on the University Exchange option
  4. Slide the Calendars option to Off and accept the prompt to Delete fron My iPhone

  1.  Restart the iPhone - click and hold the on/off button on the top right of the iPhone and slide to power off when prompted, leave the phone off for a couple of minutes

  1. Turn the phone on again and go to Settings | Mail, Contacts, Calendars
  2. Click on the University Exchange option
  3. Turn Calendar syncing On and allow the phone time to do a full sync - this can take a while, depending on the number of calendar entries you have

 

 If your iPhone is still not syncronising all your Calendar entries, you may have one or more corrupted entries. If you do have corrupted Calendar entries this is an Exchange issue which you would need to resolve using Outlook to track down the corrupted entry.

Deleting old Calendar entries may solve the problem, you should also check for long meeting titles and any meetings that have a lot of text in the notes section, either of these may need amending or removing.

+My mobile phone will not charge, what can I do?

If a mobile phone battery is not charged on a regular basis, it may get to the stage that it appears not to charge at all, especially if a USB charger is being used.

If a mobile phone is not indicating that the battery is being charged, you should leave it connected to a mains charger until the battery is around 5% charged, this can take anything from 15 minutes to 1 hour and the phone should not be used during this time.

+What are the monthly tariff charges for a University Vodafone voice and/or data SIM?

Tariff costs and charges for Durham University mobile numbers can be found via the URL below. 

https://www.dur.ac.uk/cis/password/telecom/mobiles/charges/

Please note that you will need to sign in using your Durham username and password.

+What is roaming data capping and can I opt out of it?

The roaming data cap is a European Union regulatory requirement and is applied to all University SIMs to reduce the roaming data costs when a user is unaware that they are subject to additional charges for data whilst roaming i.e. travelling away from the UK.

The European data roaming cap is set at £43 ex VAT per month. The rest of the world data roaming cap is set at £100 ex VAT per month.

Users cannot lift the data capping by opt out.

+Will my University mobile phone work abroad?

All University mobile numbers are set up for international roaming for voice and data.

Prior to travelling you must create a voicemail PIN. Using your mobile handset, dial 121 then select 4, followed by 2. Accessing your email while abroad is charged at the standard rate for the calling the UK.

Having set a PIN for voicemail, you can access your messages by dialling 121 or 00447836121121. Please note - if you do not setup a PIN prior to leaving the UK, you will not be able to access your voicemail.

You are also advised to ensure that your mobile phone is running the latest version of the operating system.

In most countries you will receive a text message welcoming you to the network you have roamed onto, it should contain cost details and other useful information.

If you experience problems making or receiving calls whilst abroad, you may need to switch your phone to a 2G network, search for "disabling 3G your phone type" for instructions on how to do this.

When possible, you should use wireless services as these will reduce the amount of network data used by your phone whilst abroad. 

To call and text UK numbers, replace the 0 with 0044. For example 01913341515 would become 00441913341515.

The Vodafone Customer Services number is 191 or 00447836191919.

Cost for international voice and data roaming can be found via the FAQ below.
http://www.dur.ac.uk/cis/faqs/?faqcategory=169#faq935