FAQ
Here is a list of the questions we get asked most frequently, with their answers. If you don't find an answer to your question, please contact HELPDESK.
Category
Virtual Desktop
I cannot access my virtual desktop (VDI), or i can access but it does not look right.
If there is an error message, please read the error message carefully. VDI reset instructions are available at the bottom of this question.
[Pattern 1]
Issue: You get an error message including a status such as "LOG OFF IN PROGRESS", "POWERING OFF", "POWERING ON".
Action: This means your VDI is in a process of restarting and not ready for the connection. Please wait for another 5-10 minutes and try connecting to it again.
[Pattern 2]
Issue: You get an error message without any status (like below),
Action: Please reset your VDI. After resetting, please wait for 5-10 minutes and try connecting to it again.
[Pattern 3]
Issue: You receive a "Connection Timeout" error, or otherwise cannot reach the part where you enter your ID and password.
Action: Please make sure your PC is connected to Internet. You can confirm your connection by opening the MAC HOMEPAGE shortcut on your desktop.
[Pattern 4]
Issue: The interface remains “connecting to desktop” for a long time, or it connects but remains pitch black and ends abruptly with “The connection to the remote desktop has ended.”
Action:
Go to About VMware Horizon Client and make sure your VMware is at least above version 4.8.0. (If company PC, Helpdesk will need to perform updates. If personal PC, then update the software.)
Right-click your NCSA-VM#### and try switching through VMware Blast, PCoIP, and RDP, attempting a connection for each option.
*Please note RDP will disable remote access from Helpdesk. If RDP is the only one that works, please try to change it back to PCoIP or VMware Blast when possible.
[Pattern 5]
Issue: You can log in to your VM, but the desktop and taskbar constantly blinks, or the desktop does not fill your monitor and looks zoomed in.
Action: Please reset your VM. You must wait for another 5-10 minutes and try connecting to it again.
HOW TO RESET (Force Restart) YOUR VDI
Close the error message.
Right-click on your Desktop and select "Reset Desktop".
*Resetting your desktop is just like restarting your computer. Although you cannot see it happening, you must wait for the desktop to shutdown and restart (5-10 minutes).
I lost all icons on my Desktop, how can I restore them?
1. Right-click on the Desktop background image.
2. Click Refresh from the context menu.
How CAN I access virtual desktop (VDI) from MY personal devices?
You can access your VDI from your personal PC, smartphone, or tablet as long as it has Internet connection.
Please click on the link below base on your device type.
My USB device is not recognized, what should I do?
Bring cursor over to the tab placed on top part of your screen, click "Connect USB Device" button and click on the device from the list
What if my USB device is not listed under "Connect USB Device"?
Disconnect from virtual desktop (click on "x"), make sure the device is recognized by physical PC.
After you confirm the USB device functions fine on physical PC, re-connect to virtual desktop and see if it's listed.
THERE IS No sound coming from my VDI, WHAT SHOULD I DO?
It's because the sound on your physical desktop (Not your VDI) is muted.
1. Minimize your VDI by clicking "_" in VDI control bar.
2. On your physical desktop, unmute the sound from the system tray.
3. Go back to your VDI by maximizing it, make sure the sound on your Virtual Desktop (VDI) is also not muted (follow same steps as described on step 2.
Internet Explorer does not remember my username and password even though I select "Save this password in your password list" in the dialog box
1. Click Search from the taskbar
2. Search for Control Panel
3. Click Control Panel from the search result
4. Click Internet Options from the Control Panel window
5. From Internet Properties window click Delete
6. Select the checkboxes as indicated on the image on the left
7. Click Delete
2. Go back to the above Delete Browsing History and Uncheck “Cookies and website data”, "Form data", and “Password” > Cancel > OK to close.
WHY IS MY VDI RUNNING SLOW?
Possibly you have too many applications opened.
When too many applications and programs are in use, your VDI might need to take extra time to handle them.
Close the program you are not currently using, such as Excel, PDF or IE and see if that speeds up the VDI !
If above does not resolve the slowness, try resetting your VDI.
You can reset it by showing the VDI tab at the top of the screen, select Options > Reset Desktop.
What should I do when my wireless mouse and/or keyboard stop working?
Here a few common solutions to this problem:
1. Is there power? If you are having trouble with your wireless keyboard or mouse, make sure the batteries are not worn out and are installed properly. The simplest way to test your batteries is to just replace them with brand new ones to see if that fixes your problem.
2. Check Your Surface Type. If you're having intermittent trouble with your mouse, make sure you're using it on a smooth, flat surface that is not shiny or reflective. We recommend using a mouse pad to create a consistent work surface.
3. Re-sync You Devices with the USB Receiver. If you continue to have trouble with your devices, you may want to try connecting the receiver to another USB port on your computer. It might take a minute or two for your computer to recognize a device plugged into a USB port.
4. Test Your Devices on Another Computer. It's possible there's an issue with one of your devices. To find out if this is the case, connect your devices to a different computer to see if you encounter the same issues.
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e-Mail (OWA/Outlook)
What is the URL for OWA?
https://outlook.com/jpn.marubeni.com
Click here for detailed steps to login OWA.
What can I do when Outlook is stuck on Processing or Loading?
Close the Outlook window. Go to Start > In the search box type outlook /safe and hit Enter. Outlook will open in safe mode. Ignore the login prompt and close Outlook, then reopen it normally.
I cannot access Online Archive, I receive "Cannot expand the folder" error when I try to expand the Online Archive in Outlook.
Close and reopen Outlook.
How to configure Outlook to auto archive to Online Archive
The easiest way is to auto-archive is as follows:
Select your mailbox (1), then right-click and select “Data File Properties” (2)
Go to “Policy” Tab
Select an option from the dropdown and click “Apply” then OK
In the scenario above, all emails in the Mailbox that are older than 1year, will be moved to the Online Archive (same subfolder structure will be created under Online Archive when this option is used).
Please note: It might take time for the emails to archive and, if you are archiving a large amount of emails, Outlook may become unresponsive at times.
Is there a size limit for Online Archive?
No, Online Archive is unlimited.
What is THE SIZE LIMIT FOR MY MAILBOX?
It's 15GB. If your mailbox size goes over 15GB, you won't be able to send emails (You will still receive emails until the mailbox size reaches 15.25GB).
What is the maximum size of a email message we can send/receive?
The maximum allowed size is 25MB including attachment and message. If the email goes over 25MB and fails to send/receive, you or sender will receive a undeliverable error message indicating transmission failed due to the email exceeding the maed z.
The Smiley Face Symbol Auto-Corrects to a Square in Outlook 2016, how can I fix it?
When you type :) to insert Smiley Face symbol, it auto-corrects instead to square symbol. Here's how you can fix it.
1. Open a New Email
2. Go to the Insert Tab > Symbol > select the J symbol to insert it in the email body
3. Select the smiley symbol.
4. Go to File > Options > Mail
5. Select 'Spelling and AutoCorrect..'
6. AutoCorrect Options...
7. Enter :) on the Replace field
8. Click Replace > Yes > OK
How to increase YOUr search results in outlook
Enter your search in the search field
From the drop-down menu select All Outlook Items
From the Search tab click Include Older Results
how to restore the unread mail folder in outlook
From the Mail tab, right-click Search Folders.
Click New Search Folder.
Select Unread Mail.
Click Ok
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Mobile Device
How to setup Outlook on my iPhone?
Please refer user guide.
How to reset my icloud password
Go to https://appleid.apple.com/
Select Forgot Apple ID or password?
3. Enter your Apple ID and code displayed in the image.
4. Click Continue
5. Select Answer Security Questions
6. Select I need to reset my password
7. Click Continue
8. Reset your password after you've successfully answered your secuirty questions
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HOW TO REMOTE WIPE COMPANY MANAGED MOBILE DEVICE
Click HERE for instructions on how to remote wipe your company managed mobile device when it is lost or stolen.
how to check for app updates on iphone and ipad
1. Open the “App Store” on the iPhone or iPad.
2. Tap on Update tab.
3. Once within the Updates section, wait for all updates to load.
4. Tap on Update All in the upper right corner of the screen to installed all available updates or tap Update next to App you wish to update.
Telephone
How to check Voicemail when outside of the office?
Call 212-450-0798.
When the system answers press 9, then you will be asked to enter your extension number # (*Full phone number) and your PIN (Password) #.
How to setup Call Forwarding for all calls to another number?
To redirect all incoming calls to another number:
Lift your handset, then
1.Press the CFwdALL softkey
2. Enter a phone number you wish to forward calls
To verify that Call Forward All is active, look for the call forward icon and the "Forwarded to" phone number.
To cancel Call Forward ALL, press CFwdALL again. (You may need press the more softkey first.)
Wifi
I cannot connect my company laptop to Wifi at THE Hotel, or ANY other public Wifi services.
When connecting to Wifi that requires a login on captive portal site, the portal site does not open automatically preventing you from getting full access to the Internet. Follow below steps to display captive portal site.
1. Double-click "MAC Homepage" shortcut on Desktop.
2. If you see below warning message, continue by clicking "Continue to this website (not recommended)". If you don't see this message, skip to step 3
3. You will be prompted to the Wifi provider's captive portal site to log in. Below is a sample site from Starbucks. This page can be your hotel's or any other places page you are staying at.
MS Office
Outlook 2016
How to enable Box for Office add-in?
Open Outlook
Go to File
Click Options
Click add-ins
Select COM Add-ins from the drop-down menu and click Go...
6. Check the box for Box for Outlook then click OK
[If above steps did not enable the add-in]
Go to File, click on Manage COM Add-ins button, then click "Always enable this add-in" for Box for Outlook, close the window.
How to restart Outlook when it is not responding?
1. Right-click on the taskbar then click Task Manager.
(If you get prompted for administrator credentials, contact the HELPDESK to proceed).
2. From the Task Manager windows > Select Microsoft Outlook then click End task.
3. Open Outlook.
Turn Touch Mode on or off
Touch Mode spaces the buttons a little farther apart on the screen, so they’re easier to tap. You can turn on Touch Mode by tapping the Touch Mode button on the Quick Access Toolbar.
Or tap the Touch/Mouse Mode hand icon on the Quick Access Toolbar and tap Touch.
If you don’t see the button or the icon on the Quick Access Toolbar, you can add it.
Press, hold, then release any button on the Quick Access Toolbar, then tap Customize Quick Access Toolbar.
Under Popular commands, tap Touch Mode or Touch/Mouse Mode, and tap Add.
To turn Touch Mode off, tap the Touch Mode button again. Or tap the Touch/Mouse Mode hand icon and tap Mouse.
More touch tips
To make text and objects bigger, swipe from the right edge of the screen, tap Start, swipe up, tap All Apps, tap Control Panel (under Windows System), tap Appearance & Personalization, tap Display, and tap Medium – 125%.
To see touch in Office, check out the Office Touch Guide.
Excel 2016
WHY CAN'T I OPEN CERTAIN EXCEL FILES ON MY MOBILE DEVICE?
If you are having trouble opening a file on your iOS or Android device, it's probably because it has been saved in a file format that it's supported.
Click HERE to view which file types are supported.
PowerPoint 2016
How to mark your presentation as final to prevent changeS?
Open the presentation, and then click the File tab. The Backstage view opens
In the left pane, click Info
Click Protect Presentation, and then click Mark as Final.
Notes:
To determine whether a presentation is marked as final, look for the Mark as Final icon in the status bar at the lower left of the PowerPoint window, as shown in the following figure:
To unlock a presentation that is marked as final and make it writable again, repeat the steps to mark a presentation as final. For more details, see Edit a presentation that is marked as final (read-only
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HOW CAN I SHARE A POWERPOINT PRESENTATION WITH SKYPE FOR BUSINESS?
Within your PowerPoint presentation click on Slide Show > Present Online > Skype for Business
You can also share it by clicking File > Share > Present Online > Skype for Business. You then select which Skype Meeting you want to share it in or start a new Skype Meeting.
MS Word 2016
Printer
How to change my default printer?
Click Search > Search for Printers > Click Printers & Scanners from the search results > Click SecurePrinter on MACPRN02.MAC.ORG > Click Manage > Click Set as default.
Printing PDF file to SecurePrinter is very slow. How can I fix it?
You can often resolve it by re-adding SecurePrinter to your VDI. Please follow below steps to manually remove and add it.
*Please note that re-adding SecurePrinter may reset preferences settings. After re-adding it, please confirm Printer preferences has your desired settings applied.
To remove:
Click Search icon > Search for Printers > Click Printers & Scanners from the search results > Click SecurePrinter on MACPRN02.MAC.OG > Click Remove Device.
To add:
Click Search icon > Type \\macprn02.mac.org\secureprinter\ > hit Enter.
Remote Conference
Skype for Business: How to attend Skype meeting if I don't have a Skype for Business account?
If you are attending from PC, click here.
If you are attending from iPhone/iPad, click here. *Replace the word "Lync" with "Skype for Business"
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MAC Systems
Conference Rooms (NYK HQ office)
How to reserve conference rooms?
From Outlook, click HERE.
From iPad (located at entrance of each room), click HERE. *The service will start from Monday, 8/21/2017
How to find a location/name of conference rooms (NYK HQ Office only)?
Please refer the map Here. *Starting from Monday, 8/21/2017
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Marubeni HQ Systems
M-Intra:
I am subsidiary company's staff and would LIKE to access M-INTRA.
Please use Secure Ticket. You can access Marubeni HQ's system from your computer in your office.
Secure Ticket require an application, please check and follow Handy Manual (JPN/ENG) and below.
Download an application form from here.
Input required information and send it to apply@marubeni.com.
You will receive an approval notice e-mail within 5 business days.
If you have any question, please contact MISOL support center(Support@marubeni.com).
報酬明細「印刷」: Add-on インストールエラー
報酬明細（変動報酬支給明細書）の「印刷用」をクリックし、arview2.cab from GrapeCity Inc.をインストールする際、以下スクリーンショットのように”An add-on for this website failed to run"とのメッセージが出てインストールができない場合があります。
[対処方法]
下記から ActiveXコントロールインストーラーおよびインストール手順がダウンロードできますので、手順参照のうえ、手動でインストールを実施してください。
注）インストール後、報酬明細が文字化けして表示されてしまう場合は、以下手順に沿ってPCのシステムロケールを変更してください。(*ロケール変更後はPCの再起動が必要です）
[システムロケール変更方法] *ご使用PCのOSバージョンにより表記が異なります（以下はWindows 7)
Start -> Control Panel-> Region and Language -> Administrative -> Change system locale -> Select “Japanese” (Japan)
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Windows
How can I add Japanese keyboard?
1. Click Search > Type Keyboard Language > Click Edit Language and Keyboard options from the search results.
2. Click Add a Language
3. From Choose a language to install window > Search for Japanese and select Japanese from the search result > Click Next.
4. Click Install.
(If prompted for admin credentials, please contact the HELPDESK to proceed).
5. Restart the VDI to apply the changes. The added language will be available on your next login.
CutePDF is gone from my VDI, how can I have it back?
Please contact HELPDESK to have it re-installed.
Please note that if you access your VDI from the PC that also has CutePDF installed, CutePDF will be automatically removed from your VDI.
Uninstall CutePDF from your personal device used to access your VDI, install different PDF software. We recommend to use the free PDF tool from the link below.
DoPDF: http://www.dopdf.com/
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Web Browsing
I receive access prohibited message (below) when I try to access certain websites. Why? How can I unblock it?
Certain websites, such as online storage sites, social networking sites, web emails, etc. are blocked by our web security policy.
[How to request unblocking the site]
To request unblocking the site, please click on “Unblock request E-mail form”
New Email message window pops up, enter the necessary information, and hit Send.
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Skype for Business
How to login TO skype for business
1. Launch Skype for Business application.
2. Enter your sign-in address UserID@jpn.marubeni.com.
3. Click Sign-in.
If prompted to enter password, enter your Windows/VDI or e-mail password.
how can i CREATE A skype MEETING WITHIN OUTLOOK?
Open your Outlook Calendar.
Click New Appointment.
Add Subject, attendees, date and time.
Click Skype Meeting from the Appointment tab.
5. A link to the meeting will appear.
All attendees, internal or external users, will be able to join the meeting using this link.
6. When ready to start or join the meeting, simply click on Join Skype Meeting.
7. Select one of the Audio Options for the meeting and click OK.
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how can i share a powerpoint presentation from skype meeting?
1. Within your PowerPoint presentation click on Slide Show > Preset Online > Skype for Business
2. You can also share it by clicking File > Share > Present Online > Skype for Business. You can then select which Skype Meeting you want to share it in or start a new Skype Meeting
how can i check a contact's timezone?
1. Right-click on your contact
2. Click See Contact Card
3. Click the arrow next to Contact
4. Check your contact's current time zone
SPAM Emails
I received spam email, how SHOULD I HANDLE IT?
Please refer to these instructions HERE
Emails from my partner/client company are getting quarantined by Spam Filtering system. How can I stop it?
Log in to Spam Filtering system and register sender's email address/domain as "Approved Sender".
Please refer the guide HERE for the step by step instruction.
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Marubeni Box
Option to open with ms office is grayed out or unsupported file type error
If the option to open with MS Office in Box is grayed out or not available or if you get unsupported file type error, restart Box Edit following these steps:
Unsupported file type Error:
1. Right-click Box Edit icon from the System Tray then click Quit.
2. Click the Start button and enter C:\Users\%username%\AppData\Local\Box\Box Edit\Box Edit.exe\ on the search line and hit Enter.
3. Refresh the browser and try to open your document again.
How to enable Box for Office Add-in?
For Office:
*These procedures are for Excel, but they apply to Outlook, Word, and Powerpoint.
1. Go to File
2. Click Options
3. Click Add-ins
4. Select COM Add-ins from the drop-down menu
5. Click GO
6. Check the box for Box.Excel.addin
7. Click OK
Once the add-in has been enabled, you will see the Box for Office icons on the Ribbon.
For Adobe:
*These procedures are for Adobe Acrobat Reader DC, but they apply to other Adobe Acrobat software.
Go to the [Home] tab.
Click [Add an Account].
Click [Add] under Box.
Sign in using ID@jpn.marubeni.com and pw for Box/Office/VDI.
Box For outlook keeps asking me to upload to box instead of letting me attach files directly to my email
We recommend you use Box and links to Box to avoid overloading your Outlook inbox with attachments, which would reduce Outlook speed. If you really need to stop this prompt instead of hitting cancel, you can go to Home > Box > Settings and select “Never”.
How to use electric stamp with Box & Acrobat Reader DC (and higher version of Acrobat)
See the instruction HERE.
Adobe
my paid adobe is asking me to sign in
Paid Adobe requires you to sign in. SYPL does not manage your Adobe accounts, but your Adobe ID is generally your email@marubeni.com. Please use the Forgot password? link on the Adobe prompt to retrieve your password.