Frequently Asked Questions

The first thing you should do is consider how you might have gotten the virus.
The most common method of transmission is through clicking on links on Emails or chat tools as well as removable disks. Commonly, viruses are disguised to look as if they are from someone you know as an e-mail with an attachment.
Also, the e-mail will usually appear to be "not right" in that there are usually grammatical errors and it will not make sense that you are getting an e-mail from that person with text like this.
Never double click an attachment that has the .exe extension, even if it is from someone you know. If these have happened to you and your computer is acting oddly, it is likely you have a virus. Immediately contact the IT helpdesk

ILRI Addis: You can contact the Helpdesk by phone (2180) or in person (room #34, in research building 1, 1st floor) or via email (ILRI-ETH ICT HELPDESK) or submit a Helpdesk Request from the helpdesk system on (http://trackit/).

ICRAF: Log a call by sending and email to or ICRAF-ICT-HELPDESK or by calling Ext. 4207

ILRI Nairobi: Log a call by sending and email to or ILRI Kenya ICT Helpdesk or by calling Ext. 3253

To initiate a helpdesk requests please use the following procedures:

  • Go to the track-it website http://trackit/ to submit a Helpdesk Request or go to the ilrinet and click the IT-Helpdesk link (ILRI Addis) or (ICRAF) or (ILRI NBI)
  • After logging-in click the link “click here to log in as an end user with your windows login information” • Click the Link that says “add work order”
  • Enter the work order. The most important elements of the Work Order Request are:

    Requestor (picked by the system)
    • Summary
    • Type
    • Subtype
    • Category
    • Description
  • Once you have entered that information click Save
  • After you have successfully initiated a Help Desk request you will be taken to a page that contains the Work Order Number and Summary of your problem.
  • If you want to check the status of your work order request, please go to the “help desk” link and click on your work order to check.

To create VPN please use the following procedures:
• Go to Start and then select Control Panel
• Double click on Network Connections
• Click on the Create New Connection link on left side; It will give you create new connection wizard dialog box and then click Next
• Click on the second option that goes Connect to the network at my workplace and click Next
• Select Virtual Private Network Connection and click Next
• Give it any name you can easily remember and click Next
• Under Public Network dialog box select Do Not dial the initial connection and click Next
• Copy and paste this address ( – Ethiopia ( – ILRI Kenya and Ethiopia ( then click Next
• On smart cards option leave the default Do not use my smart card and click Next
• Under connection availability select My use only and click Next
• Then you can choose the option of creating a shortcut on the desktop and click Finish
You shall be prompted to log on once you need to use. Use your normal network username and password.

If on campus, you can call IT-helpdesk and your account shall be unlocked.
If away from office, you can use the self service tool on for ICRAF users and for ILRI users to unlock your account

This could be caused by a variety of factors. Some things to check:

  • Do other people near you have similar problems? If so, it may be a problem on the network so contact IT-helpdesk/IT staff for advice.
  • Does the problem apply to all applications (email, web access etc)? If all activities are affected, it's likely to be a general communications problem rather than a specific one relating to say email or a password
  • Has the connection ever worked? If not, see the previous question on accessing the network.
  • Has the connection suddenly stopped working? If so, check all your cables and connectors and restart your machine. One occasional cause of disconnection is that your machine has been infected with virus and has been blocked from using the network - contact IT help desk/IT staff for advice on this.

There are mailbox size limits. You will need to archive some of your messages on to your personal folder. By default, your outlook should be configured to automatically download mails onto a personal folder on your machine unless special instruction were provided not to.
If this is the case, due to the mailbox limits on the server, you are adviced to frequently archive your mails onto your personal folders to free up space on your mailbox.

This means that the recipient's site or account is not currently accepting messages but that periodic delivery retries will be made, usually with decreasing frequency. A common cause for this situation is that the recipient has reached their storage quota limit. Eventually, delivery will be abandoned and you will then receive a failure message.

Chances are the printer is getting low on toner. You can sometimes extend the life of a network printer's toner cartridge by removing it and shaking it. If not, order from the relevant source

Determine if others can print to the printer. If others cannot print to the printer, turn off the printer and restart the printer after 5 minutes. Check to ensure the network cable is secure both at the back of the printer and at the wall jack. If still unable to print, contact the IT Help Desk

Most users print to network computers. Often, printing issues (and many other types of problems as well) can be fixed by rebooting the computer and logging back into the network resource. or reconfirming that you are connected to the network by checking other network resources E.g access to the intranet. Additionally, you should cycle the power on the printer (turn it off and then back on). Finally, you should also check to make sure that the printer is installed on the computer.

This can be checked by clicking on START > SETTINGS >PRINTERS and examining the printers folder. An icon representing the printer you are trying to use should appear in the folder. If these steps do not work or the printer is not showing up in the printers’ folder, write down the error message you are receiving and contact IT-helpdesk.

To set a specific printer as your default, please use the following procedure:

• Click on your START button and choose PRINTERS AND FAXES to the right of the menu.

• The Printer and Faxes window will appear. RIGHT CLICK on the printer you would like to become your default and choose SET AS DEFAULT.

• Exit out of the Printer and Faxes window.

Use the following procedures:

• Open Control Panel from Setting in Start menu. Double click the Printers icon

• Double click the Add Printer icon to start installation procedure

• Follow the Add Printer Wizard steps. The actual steps vary depending on your Windows operating system version.

• Please click the Have Disk button in a step where you can select printer manufacturer and model

• Browse to the folder that you have just exploded the drivers

• Click OK to return to the Add Printer Wizard

• The list of printer model will be displayed

• Choose the model then click Next button and finish the installation

In your hostel room you will find a network cable that will enable you to connect to the Internet. Please use the following procedures to set up yourself to use the network facility: (please note that only one of the two connection ports on the wall work, so if one is not working just move the cable to the next one) • Connect the network cable that you find in the room to your laptop. The instructions below are for Internet Explorer 8, for other browsers the instructions may differ slightly.

• Open your browser Internet Explorer

• Click on the Tools menu and select Internet Options

• Click on the Connections tab

• On the connections Window look for and click on LAN settings

• Select "Automatically detect settings" option, by clicking on the box to the right.

• Click on OK

• Click on OK

Your internet should be working now, if you are facing problem please call the ILRI Ethiopia ICT Helpdesk at 2180 during working hours or ICT Hotline mobile 0911 638597 off working hours

Note: you might want to write down the already existing settings, so that you won’t have any problem when you get back to your office.


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