In order to be able to help you quickly and efficiently in the event of IT problems, we need you to send an e-mail to BIT-Support@spam protectuni-wh.de with as concrete an explanation of the problem as possible and a meaningful subject.

If you follow these simple rules we can solve your IT problems much faster. Thank you!

Subject:

• "Outlook won't show me new mail" instead of: "Help!"
• "Adobe Acrobat requires login?" instead of "Request".
• "Unable to access T:\healthhumanmedicine" instead of "I can't work"

Content:

• "Outlook is not showing me on my PC DT-19999 a new mail sent to me today from the mail address Heinz.Mustermann@spam protectgmx.de " instead of "I can't retrieve my mail."
• "When I start Adobe Acrobat on my notebook NB-18888, I get an error message saying I need to log in. However, my password is not accepted" instead of: "Adobe Acrobat is not working".
• "This morning when I clicked on T:\gesundheit\humanmedizin, I received an error message that I am not authorized. However, my contract is still in effect" instead of: "I cannot access drive T."

• A subject as meaningful as possible
• Type and (for university-owned hardware) number of the device you are working with. In case of printers, the name of the printer you have printed on.
• Software you are working with
• What actions trigger the error messages or the computer's misbehavior.
• Which error message you receive or how the misbehavior looks concretely
• Often a screenshot, i.e. a "photo" of your screen is very helpful in this context - you will find a short instruction on how to do this below.
• Your telephone number or extension

1. Click Start (Windows logo on the bottom left), and then type the first letters of "Snipping" -> Click the icon of the program or desktop app (Windows 10) that appears as a search result.
2. Then click "New", use the mouse to highlight the relevant screen section, and then click "Edit" -> "Copy". This puts the screenshot on the clipboard, from which you can paste it into your email using "Ctrl + v".