IT Help Desk

  • Make sure clearpass icon is open at the bottom right of your screen. If you are unable to locate it, open the program from the start menu. 

    • Right-click on the network icon at the right corner of your toolbar
    • Select "Open Network and Internet Settings"
    • Select "Change Adaptor Options"
    • Right-click on "Ethernet"
    • Select "Properties"
    • Select "Authentication"
    • Select "Additional Settings"
    • Select "Replace credentials" or "Save Credentials" 
    • Enter your AUC email username and password
    • Click "Ok" on all open windows till you reach "Ethernet"
  • This is a browser error. Either use a different browser or clear the cache of your browser as follows:

    1. Open Chrome or Firefox
    2. On new tab, for Chrome click Ctrl+H, for Firefox Ctrl+Shift+Delete
    3. In the "clear browsing data" box, (choose "advanced" in the case of Chrome) and use the menu at the top to select the amount of data that you want to delete. Choose from the drop-down list "clear the following items from the past week". Check all the boxes including cookies and other site data, and cached images and files except media licenses and passwords (if you have any saved).
    4. Click clear browsing data
    5. Restart browser
  • To migrate your emails, follow the instructions provided by Google in this link.

  • Provide the following information: 

    • Full name
    • AUC ID number: if applicable 
    • Mobile number
    • Three choices of username (in case one is already taken)
    • Position
    • Duration (start and end date) of contract
  • Provide the following information: 

    1. First name: generic name related to the office or the event
    2. Last name: generic name related to the office or the event
    3. Username
    4. Owner of the account: the only person allowed to request a password reset
    5. Mobile number
  • Provide the following information: 

    1. Scanned copy of your AUC ID
    2. First name
    3. Middle name
    4. Last name
    5. Current username
    6. Three choices of new username (in case one is already taken)
    7. Valid mobile number to which we will send your new password to via SMS
    8. CC your personal non-AUC email in further communication (once we change your username you will not be able to access it. By adding your personal email in our communication you will be notified of the change)
  • You may forward all emails from a departmental account to any number of email accounts as you wish:

    To forward the emails, access the account from a PC:

    1. In the top right, click on the Settings gear
    2. Select settings
    3. At the top, click the Forwarding and POP/IMAP tab
    4. In the "Forwarding" section, select "Add a forwarding address" and select Keep AUC Mail's copy in the Inbox. At the bottom of the page, click Save Changes
    5. After adding the second and third account as forwarding addresses, in the same tab, select "Creating a filter", write * in "has the words", create a filter with this search then select "Forward it to" and choose the email accounts


Desktop Technical Support

  • Yes, you can. In order to upgrade your operating system to Windows 10, you can download it for free through this link. Please view the attachment for step by step instructions.

    After downloading Windows 10 Education, place the downloaded file on a media (DVD or Flash drive) in order to start the installation. Use the given Product Key to activate Windows.

  • Click Ctrl+Alt+Delete and Lock. When you want to unlock your computer, just type in your password. On Windows, you can also press the Windows key and L for easy access.

  • A print queue is a list of all documents that are scheduled to be printed, and you will want to clear this if you no longer want to print all of the documents. To clear your print queue, simply locate your printer settings and right-click on the correct printer. You will then see a list of all documents, which you can then right-click and cancel.

    • Press the Windows button+R
    • Type:\\
    • Press ok
    • In the generated window, type:

    auc\username (your AUC email username) without
    Password (your AUC email password)

  • First, check the computer's power cord to make sure it is completely plugged into the wall socket. If you are using a plug strip, make sure it is completely plugged into the wall socket and that the power switch on the plug strip is turned on. Some plug strips also have a built-in circuit breaker which usually looks like a black or red button near the power switch. Press the button to reset it and see if that solves the problem.

  • There are many reasons why a computer may just stop working or "freeze". Most of the time there isn't much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to restart the computer.

  • Microsoft Internet Explorer users can go to 'Tools' (or the little cog icon in the top left), then go to 'Safety' and choose 'Delete browsing history', you can then choose to delete your Internet cookies. In Google Chrome, go to 'More Tools' and choose 'Clear browsing data.' Firefox users can go to 'History', then choose 'Clear recent history.'

  • Students, faculty, and staff can schedule an appointment with the IT desktop technical support representative to help in troubleshooting their personal laptop, desktop applications problems for both Windows and Mac IOS platforms. This service also helps in software installations including MS-Windows.

    • Provide on-site analysis, identification, and resolution of difficult desktop problems for end-users including MS-Windows operating system and application installation.
    • Test, evaluate, and assess new IT equipment to ensure the quality of products purchased by AUC.
    • Inspect the new equipment to ensure that AUC received the right spec of purchased products from vendors.
    • Support remote installation and give desktop technical support for remote users (limited now).
    • Assist limitedly for hardware and technical support advice.
    • Prepare reports regarding old IT equipment transferred to the AUC warehouse before re-distribution to the department for reuse when needed.

VPN Account Creation

  • To create a VPN account, fill in this form and wait for a creation notification email to set up your account within two business days.

  • After receiving a VPN account creation notification email, activate your account by following the steps below:

    1. Open and download the forticlient for your OS
    2. Set the connection name as you want
    3. Set VPN type to SSL VPN
    4. Server address:  and the port: 8090
    5. Use your email username (your email without and password as your initial credentials and login to have a successful connection

Microsoft Office

  • All students are eligible to install Microsoft Office 365 for free.

    1. Visit AUC OntheHub by clicking on this link. Sign in with your AUC email credentials.


    2. From the Student tab, choose Office 365 icon.


    3. Review description, system requirement and eligibility before applying purchase. Click on add to the cart button.


    4. It will prompt you with other options that you can add within your cart; you can remove if you don't wish to do that and proceed.  

    5. An email will be sent to you confirming your subscription, and you can click on the invoice link where you can save or print as a confirmation of your subscription.

  •  Yes, by following these simple steps.

    1. Visit AUC OntheHub by clicking on this link. Sign in with your AUC email credentials.


    2. From the Faculty/Staff Tab choose Office 365 icon


    3. Review description, system requirement, and eligibility before applying purchase. Click on add to Cart button.


    4. It will prompt you with other options that you can add within your cart; you can remove if you don't wish to do that and proceed.  

    5. An email will be sent to you confirming your subscription, and you can click on the invoice link where you can save or print as a confirmation to your subscription.

Microsoft Teams

Visual Studio

Zoom Video Conferencing 

  • 1. Open any browser and type in


    2. If you have a meeting ID, you will choose "join a meeting" to connect a meeting in progress

    3. Click "sign-in" to configure your account


    4. Click on "sign in with Google"

    5. You will be directed to enter

  •  1. Sign in first as mentioned above 
    2. Choose "my account" from the upper right side of the page
    3. Select "meetings" from the left column under personal
    4. Click on "schedule a new meeting"


    5. Topic: type in the title of the meeting
    6. When: choose the date and the time of the invitation
    7. Duration: choose how many hours the meeting will be held
    8. Fill up all the data as per the below screenshots then click on "save"



    9. The meeting invitation will appear as shown below: 


    10. Go to "invite attendees" then select copy meeting invitation as per the below screenshots and send it via email to the meeting attendees


  • The invitation to a zoom meeting will be as follows:

    Topic: Meeting

    Time: May 9, 2017, 2:00 pm, Cairo 

    Join from PC, MAC, Linux, IOS or Android at this link 

    Meeting ID: 123 456 789 

    Or iPhone one-tap (US Toll): +14086380968, 123456789# or +16465588656, 123456789#

    Or telephone: Dial +1 408 638 0968 (US Toll) or +1 646 558 8656 (US Toll)

    Zoom International Dial-in Numbers can be found at this link.

    Or an H.323/SIP room system:

    H.323: (US West) (US East) (China) (India) (EMEA) (Australia) (Hong Kong)

    If you are using a desktop or laptop:

    1. Open the invitation email and click on the first provided link in the invitation e-mail:


     Zoom webpage will open in a new tab in your browser.

    2. For first time access to zoom application, select launch application/download here or select run/save at the bottom of the page



    3. Open Zoom icon

    4. Click on join a meeting


    5. Type down the meeting ID as seen below

    6. Then type in your name in the "Enter your name" field

    7. Select "remember my name for the future meeting" to save your name for all upcoming meetings


    8. To invite more people to join by email, use the "invite" icon or send them an SMS with the meeting ID number


    If you are using Android/iPhone/Tablet/iPad:

    1. Download the "Zoom Cloud Meetings" application from Apple App Store or Google Play Store


    2. To join a meeting, you can either select "join a meeting" and then enter the meeting ID number or you can directly click on the URL sent to you via email


    3. To invite more people to join, click on the "Participants" icon on the bottom then click invite. You can invite via SMS or by copying the URL

Remote Access to Campus Computer Labs

  • Yes, if you want to work on any of the machines on campus’ computer labs, all you need to do is to download the RealVNC Software from here and refer to your course instructor/TA or Lab administrator to receive an invitation to create a RealVNC account. RealVNC software works across all devices and operating systems including Windows, macOS, iOS, Android, and Linux ensuring a secure and reliable remote desktop connection.

    • Architecture Engineering Lab
    • Computer Science Engineering Lab
    • Construction Engineering Lab
    • Electronic Engineering Computer Lab
    • GAPP labs
    • Jameel Building Computer Lab
    • Mechanical Engineering Lab
    • Petroleum Engineering Lab
    • Physics Lab
    • Psychology labs
    • PVA labs
    • UACT labs

    The above list will be updated once new locations are available

  • 1. Install or run VNC Viewer and sign in using your RealVNC account credentials. You should see the remote computer appear in AUC team

    2. Click or tap to connect. You are prompted to authenticate to VNC Server. 

    3. Enter the username and password that you will receive from the Lab supervisor.

Google Chat

    • Download the new mobile app for Android or iOS.
    • Download the new standalone desktop app if you have been using the classic Hangouts Chrome extension or app. You can access the desktop app from a prompt that appears on
    • On February 7, 2021, refresh your Gmail to get the new Chat in Gmail experience
  • You can continue recent conversations from classic Hangouts in Google Chat. Over time, older conversations from classic Hangouts will also migrate to Google Chat. All previous chat history from classic Hangouts will be accessible in Gmail.

    • Google Voice and Google Fi are not available through Chat. If you already have a Google Voice account, you can either access Google Voice, select Voice from the App launcher, or by downloading the Google Voice app (Android, iOS)
    • Google Fi users must use the default SMS app on their mobile device to send and receive SMS messages. If you start rooms in Chat with the option for threaded conversations, these rooms will not appear to people who still use classic Hangouts.
    • For more information about the new Chat, go to the Google Workspace Learning Center
    • The AUC Help Desk is ready to answer your questions by phone on Ext. 02-2615-1200 for any additional assist



Targeted Announcements

Meeting Rooms and Lecture Halls

Assistive Technology 

How can I find help if I need assistive technology services?

You can reach us by email at

Or pay us at a visit at the following locations:

a. Room P145, Prince Alwaleed Bin Talal Bin Abdulaziz Alsaud Hall (HUSS Building), Ahmed Abdel Tawab.

b. Room P003, AUC Library, Fatma Moussa.

What do I need to be able to use assistive technology services?

You need to be an affiliated AUC member (undergraduate student, graduate student, faculty, or staff) with an active AUC email.

What exactly does the assistive technology services offer?

Assistive technology services offer many services for students with different abilities.

  • Academic documents’ delivery services including:
    • Optical Character Recognition (OCR) document scanning in both English and Arabic formats
    • PDF files conversion to Word or Braille file formats
  • Braille printing services
  • Screen Reading Services
  • In-class note-taking device rental services
  • One-to-one or focus groups training services

For a complete list of assistive technology software and hardware, click here. 

During campus closure, can I still obtain the same level of service?

All services mentioned in the previous question remain except for Braille printing services.

I need access to reading materials from the AUC library during campus closure. What should I do?

For library operations during campus closure, check the library's website here. 

To access online books though, contact the Center for Student Well-Being.

I have a chapter of a book that I need to convert to a word file. What should I do?

Post a service request on IT support portal or email

I am not able to follow up in class, I need to take notes, can you please help?

The assistive technology services offer device rental devices for class note-taking using Braille or MP3 recording. Email for more information.

For how long can I keep the in class note-taking device?

This depends on the number of users requesting the service relative to the number of available devices we currently have. You can keep it for a complete semester unless it is needed by another student where you start coordinating the device exchange.

For more information, email:

What is an acceptable format to have the OCR run successfully with less amount of errors?

  • Printed or pdf resources should be clear, without handwriting, underlining, watermarks, or bad quality images.
  • Scanned copies shouldn't be with inverted pages or two-sided.
  • For PDF documents that are password protected, refer back to your instructor.

My computer crashes sometimes due to my heavy work, how can I regularly avoid this crash?

Below are some tips and tricks:

a. Avoid opening many heavy programs at the same time that consumes your computer memory such as Word, PowerPoint, Excel, Outlook, etc.

b. Open each program separately, and use Windows+Insert+F4 key if JAWS hangs after closing it. This key unloads JAWS completely from memory and restarts automatically as a fresh session without the pre-loaded scripts.

c. Weekly clear user temp (%temp%), and Windows Temp (temp)

e. Monthly run disk cleanup utility (cleanmgr)

Call t. +2.2615.1200  to direct you to the technical support specialist.

Can I have a screen reader software installed on my personal Laptop?

The assistive technology services at AUC offer a free installation on the student laptop until he/she graduates from AUC.

Email to request a license.

JAWS Reader (General Instructions)

How to control the voice in JAWS?

For more details, listen here.

How to display JAWS main screen?

For more details, listen here.

JAWS Reader (Microsoft Word)

How to open Microsoft Word?

For more details, listen here.

How to open a new document file using shortcut keys?

For more details, listen here

How to save a document in Word?

For more details, listen here.

How to Move between two or more open word files using a shortcut key?

For more details, listen here.

How to add a new page in a word file and a new line in the same paragraph?

For more details, listen here.

How to add a new paragraph or line in Word?

For more details, listen here.

How to write a paragraph with a list of numbers, letters, or marks in Microsoft Word?

For more details, listen here.

How to format text in Word?

For more details, listen here

How to bold, italic, and underline text in Word?

For more details, listen here.

How to change the font size in Word?

For more details, listen here.

How to change font name, type, style, and color?

For more details, listen here.

What is the shortcut to read font color and background color?

For more details, listen here.

How to make JAWS read the dimensions of a paragraph in Word?

For more details, listen here.

How to identify a paragraph list in Word?

For more details, listen here.

How to make JAWS read the page number and the line number in Word?

For more details, listen here.

How to control the text alignment in a Word file - left, right, and center?

For more details, listen here.

How to control the line spacing in a Word document?

For more details, listen here

How to set page margins in Word using JAWS?

For more details, listen here.

The use of END and HOME shortcut keys?

For more details, listen here.