Protecting Your Computer

Please click on the appropriate tabs below to see the guides and frequently asked questions on protecting your computer.

2. How do I install Sophos Anti-virus?

To install Sophos Anti-Virus, please see Virus protection|.

3. I've received a suspicious email. How do I find out if it's a hoax message?

For more information on viruses and hoaxes, see Phishing advice|.

 

If you are in any doubt about an email you receive, report it to imt-scam-alert@lse.ac.uk|

4. What is LSE's laptop support policy?

All users:

 

Personally owned laptops

 

In general, users' own laptops cannot be supported; however the IT Service Desk| will be happy to give general advice on connectivity. Users are encouraged to follow the Information Mangement and Technology documentation (available from the IMT website or S198) on connecting their laptops before asking the IT Service Desk for advice.

 

Users must install virus scanning software and keep it sufficiently updated. Installation of software on personally owned laptops may be carried out by the Laptop Surgery or IT Service Desk; however this will be decided on a case-by-case basis and it may be determined that the user should carry out this installation themselves. The IT Service Desk will be happy to assist if the user is having difficulty installing software, depending on the time available. This is at the user's own risk.

 

For laptops not using English versions of software, the IT Service Desk may or may not attempt to configure the laptop on a case-by-case basis. Due to the nature of certain languages, it may not be possible for the IT Service Desk to even attempt to solve any problems as this may cause greater misconfiguration.

 

For laptops configured for the network in the user's previous institution, it is the responsibility for the user to obtain permission for any settings to be changed. If the IT Service Desk make changes to these settings to allow connection to the LSE network, it is up to the user or the user's institution to reset them when returning to that institution.

 

When laptops are given to IT support staff to update or repair, users are reminded that it is their own responsibility to manage their data. This means they are responsible for assuring the removal/backup of all documents and personal folders, including those storing e-mail, address books, Endnote styles and libraries, etc, from the laptop before handing over the laptop to their IT support team. IT Services staff cannot be held responsible for any lost data. IT support staff will be very happy to instruct and advise users if necessary on how to copy data over to their networked H: space or other backup medium if they are unsure how to do this. Users are advised that they are at risk of losing their data if it is not backed up.

 

Information Management and Technology operates a Laptop Surgery| for users to drop in with their laptop and receive help making connections to LSE based resources.

 

Staff only:

 

Departmental laptops which are borrowed for use abroad or on field trips

 

An ISP with Global Roaming capability should be selected in liaison with the IT Service Desk and installed by them. Staff should not install other ISP software.

A minimum of two weeks notice is required if staff wish to take laptops abroad on field trips or conferences.

 

Loan periods must be agreed with the department. Lengthy loans will prevent other users from accessing the laptop.

 

Staff must allow sufficient time to familiarise themselves with connecting to an ISP from abroad before they leave for their trip.

 

The IT Service Desk cannot supply any travel adapters or telephone adapters for use abroad.

 

LSE Laptops purchased with research money

 

Only licensed software should be installed on these laptops. These machines should be configured by IT Service Desk staff only Connection to the LSE network and to an ISP should also be carried out by IT support teams.

 

Staff should promptly report any faults with their research laptop, and to warn the cluster team that they will be bringing it in at least 3 working days in advance. A one day turn around is normally not possible due to the other pressures on cluster team time. A replacement laptop will not necessarily be available from the department, so staff should be prepared to be without their laptop for a reasonable period of time. Please note that where the laptop is the staff member's only office machine (i.e. they do not have a desktop PC), staff can expect the same priority of support as is given when their office desktop becomes unusable.

 

Staff are reminded not to save the only copy of their data on a laptop hard drive, and should remove any personal data before leaving the laptop with the IT Service Desk. Users will, if necessary, be instructed on the safe storage and removal of data from the laptop by Information Management and Technology before leaving it with the IT Service Desk.

 

Staff should be aware that as each laptop may be configured quite differently, some staff may find it appropriate to consult the IT Service Desk to discuss their particular laptop configuration and location of files to ensure that they are safely removing and backing up everything.

 

Staff are encouraged to copy data to their networked H space, as is the case with desktop computers. Users are responsible for the safety of their own data.

 

If going abroad or on field trips with a research-funded laptop, staff must ensure that the laptop is fully functional before they leave. A minimum of two weeks before departure is required in cases where new parts need to be purchased. IMT cannot guarantee that the laptop will be ready to take away if there has been insufficient notice given. However, IMT appreciates that unexpected emergency problems can occur with equipment a couple of days before departure, and therefore  will do their best to fix the laptop if feasible.

 

It is the user's responsibility, in consultation with IMT, to apply for an account with an appropriate ISP. Any ISP can be chosen however users are strongly advised to go with any recommendations of the IT Service Desk. Once arranged, account details need to be given to the IT Service Desk for configuration of the ISP account. The laptop will be configured by the IT Service Desk with a standard account.

 

LSE-owned laptops used by an individual member of staff

 

These are delicate items of equipment, and should be installed only by IT support staff. These remain property of the LSE and therefore only licensed LSE software may be installed on these machines. Staff should not attempt to install any additional software or operating systems on the laptops.

 

Staff should advise the IT Service Desk of any additional licensed software that they wish to use at home or for their research, and supply the IT support team with the licensed CD for installation. IT support will immediately delete any unlicensed software found on these computers.

 

Staff are reminded not to save the only copy of their data on a laptop hard drive, and should remove any personal data before leaving the laptop with the IT Service Desk. Users will, if necessary, be instructed on the safe storage and removal of data from the laptop by IMT before leaving it with the IT Service Desk. Staff are encouraged to copy data to their networked H: space, as is the case with desktop computers. Staff should allow themselves time for any data transfer.

 

When a major configuration change or upgrade is needed staff are required to ensure they have removed all personal data and settings from the laptop before leaving it with the IT support team. Upgrades will be completed as quickly as possible but may take up to five working days or at a date agreed with the user.

 

When a docking station laptop is in for repair, a replacement laptop will not necessarily be available for loan and this should be confirmed with your department. A loan laptop will not necessarily have a docking station.

 

Staff should be aware that if a problem with the laptop necessitates a complete re-build, or an upgrade to the operating system is required in order to keep in line with LSE standard operating systems, the laptop will be formatted (i.e the hard disk will be wiped) and configured to LSE default settings in line with desktop computers. This will allow access to LSE email and all other LSE networked resources and software, but will not include customized configuration including setting up additional personal email accounts or customisations staff use outside the School.

 

The timescale for instruction and to carry out any necessary operations should be agreed between the staff member and the IT Service Desk.

5. Can I get help with Mac problems and queries?

Information Management and Technology undertakes to provide basic assistance on a best-efforts basis to users of personally-owned Macs, for connectivity to the LSE network, e-mail and printing.

 

In support of this, the IT Service Desk| will make an initial assessment of any Macintosh users' query and offer sources for further help and information, including IT Services FAQ pages or relevant external technical sites.

 

In common with other laptop users, IT support staff can offer Mac users support with basic software functionality: Office Mac to Office PC file transfer, text/paragraph formatting, etc.

 

Where more technical hands-on support for personally-owned Mac laptops is required, users will be referred to the Laptop Surgery|.

6. What is LSE's Personal Digital Assistant (PDA) support policy?

As the usage of mobile devices to access information increases, and coupled with the schools wireless network, this document outlines the support policy for these devices.

 

Please contact the IT Service Desk for advice if you are considering purchasing a Personal Digital Assistant (PDA).

  • Support for PDAs is limited to Palm OS and Pocket PC OS based devices at present.
  • IMT will advise on the purchase of a compatible device for school use
  • IMT will connect the PDA to an LSE PC - all cables and software should be provided by user. IMT cannot supply any PDA connection cables or software.
  • The connection will include the installation of PDA software, and the initial synchronisation of PDA to Outlook.
  • The IT Service Desk can advise the user regarding connection of the device to the school's services via the wireless network. Documentation is provided on the IMT webpages
  • IMT can only advise on the use of standard OS applications on the device
  • IMT cannot be responsible for retrieval of lost data or the installation of any applications on the PDA.
  • If the PDA is synchronising with Outlook, IMT will attempt to restore lost data to Outlook.
  • It is the responsibility of the user to contact the supplier if IMT diagnose a fault with the device.
  • Limited support can be given to users with alternate makes of PDA

7. Is there a policy on Mac support for personally owned laptops at LSE?

Yes, there is a policy on Mac support on personally owned laptops at the LSE.

 

The Laptop Surgery will provide support for connecting to the LSE network on campus via cable and wireless connections and remotely via VPN and Remote Desktop. We can also offer support for email, H: space and printing. Support is offered for the Apple Mac OSX operating system only.

 

Windows XP is not supported on Apple Mac laptops. Any other requests for assistance and advice will be dealt with on a case-by-case basis, and no guarantee can be made on the level of support provided. Whilst the laptop support service will endeavour to maintain the integrity of laptop data, we cannot be held responsible for any losses that may occur.

 

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