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This page will describe some of the most common issues that we see emailed in to soehelp and their resolutions. 

I can

Can no longer access the G drive or any SU websites from off campus

For PC clients:

1 .You will first First you will want to check your home Internet connection to ensure network access is stable

    • Visit http://speedtest.syr.edu/ , https://fast.com/ or https://www.speedtest.net/ and run the tests there. The higher the down/up speeds the better and the lower the latency/ping numbers the better. You can send these results in to soehelp for further assistance.
    • Ensure you can visit other websites such as google.com, syracuse.com ectcom  etc.
    • If all devices on your network are experiencing issues sometimes a restart of your modem and/or router can help resolve network connections. If not please contact your Internet Service Provider for support.

2. Try For PC clients:

  1.  Try the "airplane mode trick" as described here
3 .
  1. Force the Device Tunnel to reconnect:
    • Open Start menu, type CMD, then select the Command Line
    • On the command line, type the line below exactly
      • rasdial.exe "SU Device Tunnel VPN"
    • Hit Enter to execute the command
    • It may return a message saying that the service is already connected.  This is normal.
    • After another minute or so, you should be able to access the G: drive reliably, and Outlook should function as expected

If possible, bring the laptop to campus and restart while connected to SUAD/AirOrangeX to receive updates to help resolve the VPN connection issues


For Mac clients:

You will first want to check your home Internet connection to ensure network access is stable. Most Mac VPN connections can be fixed easily by restarting the laptop first and then trying the connection again.  Refer to steps #1-#3 above under PC Clients for some network testing steps.

  • If you need to configure the VPN on your mac see here for instructions.
  • If you need to add the G drive connection to your mac see here for instructions.
    1. Verify that you are connected to the OpenVPN connection Image Added, if you need to install on your managed mac Mac Device Tunnel
    2. Quit NoMad (it will automatically relaunch) and should reconnect your FileServers

    Image Added



    Outlook is freezing/crashing/unresponsive working from home


    After the email migration to SUmail the preferred method for Outlook to connect is to use what is called "Cached Exchange Mode". This was not a default option that was enabled and so now some clients may experience connection issues with Outlook. ITS is working on a University wide solution for this but in the mean time a manual change can be made on the client side. This link here describes in detail how to enable this setting

    Some key notes about this setting:

    • It will now store email locally on your computer taking up disk space
    • We suggest starting with a cached timeframe of 3-6 months. You will still be able to search old emails beyond this date they will just not be stored on your laptop.
    • The timeframe of cached emails can be adjusted later on so start with a shorter timeframe if possible and make changes as needed.
    • After enabling this setting it may appear that all email has disappeared. This is Outlook re-syncing emails and everything will reappear in time as Outlook downloads your emails.


    Adobe DC is in trial mode or keeps popping up asking to sign in


    Adobe DC is now user licensed which means clients will need to sign in periodically to reactivate the software. To sign in to Adobe please see the following link

    If you are stuck in a trial mode you will need to use the Help menu and select Sign Out. From there you should be able to sign back in with your SU email address and password. You can see the link here for more details.



    Fillable PDF forms sometimes do not show the filled in data



    Fillable PDFs need to always be filled out with Adobe DC. This can be the Pro/DC version we have licensed on campus or the free Reader version anyone can get.

    Most issues we see are students or outside clients utilizing Preview on mac, Browsers, or some other application to fill out PDFs. While these do let you fill in the forms they do not save properly when they are then viewed on Adobe DC for other users. We strongly encourage everyone to use Adobe Reader/DC to minimize these problems.

    There are times where the form is still not showing the filled in fields properly. There is a bug with Adobe where it does not display the fields correctly. To fix this follow the steps below:

    • Open up Adobe DC/Acrobat
    • Click Edit and then select Preferences
      • If you are on a Mac select "Acrobat Pro DC" in the menu bar and then Preferences
    • In this pop up window select the Forms section on the right side.
    • Uncheck the box that says "Show border hover color for fields"
    • Click OK and re-open the PDF.

    The PDF should now display the filled in forms without the default blue highlight color covering it up.




    SUMail Junk Email Filter


    SUMail accounts can utilize the Junk folder to both manage mail filtering and block messages. Additional information, including instructions, can be found on the Use Junk Email Filters and Filter Junk Email and Spam