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 CSU: Division of Information Technology

IT Service Desk

Frequently Asked Questions

Communications Charging

Each computer in your section is charged a $24 per month rental fee. Internet access outside of the CSU network will be charged at 1 cent per megabyte. Internal network charges (phone calls and data) are not charged.
Each phone in your section is charged $24 per month rental fee. Telephone call charges are as listed below

Call Type Charge
Intercampus calls Free
Local Calls 1 cent per minute (minimum charge 10 cents)
STD Calls 10 cents per minute (minimum charge 10 cents)
IDD Calls 60 cents per minute (minimum charge 30 cents)

Q1 How many computers and phones am I being charged for, and how can I find out where (which room/building) they are in?

You may log a service desk call to find out the name and number of phones and computers you're being charged for, although your communications bill emailed monthly to your section lists these items. The service desk can investigate and identify where phone and data connections are emanating from as well.

Q2 How do I add and remove computers and phones I am responsible for?

Use the Comms Charging Web Interface after you have booked in for a training session.

Q3 How do I deal with disputes about charging?

Log a call with the Service Desk, detailing all relevant information regarding the charging issue you are disputing

Q4 Are students charged the same amount?

As students do not ‘own' phones and computers on campus, it is not possible to charge them monthly rental amounts. However, usage charges to apply for internet usage.

Students are charged 2.75 cents a megabyte for all internet traffic outside of CSU. All internal CSU webpages are free to access.

Students in Residences are charged a IT Levy by Residences and Catering to cover the costs of IT services provided to Halls of Residences.

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Connecting to my.csu

Q1 I can't get to my.csu or other secure CSU sites like Forums? The rest of the internet is OK

What version of your Browser are you using? It should be Internet Explorer 5 at least. You can find out what version you are using through by choosing Help > 'About Internet Explorer". If you don't have this version you can download it from the DIT website or use your 'Get on with IT' CD provided with your study pack.

Your browser must use a Cipher Strength of 128 bit - this can be found out through the same menu (beneath the Information about the version number). A button beside this Cipher Strength information will allow you to change the strength (it will take you to the Microsoft site -where you can download a security update.

Make CSU a trusted site

If this doesn't work try entering your login details and click on the link under the login box "Click here if your browser does not support cookies".

If you are running Windows XP, it has an Internet connection Firewall that is turned on by default, you may need to turn this off, go here

If you are accessing CSU from work - there may be a firewall in place that prohibits you from accessing secure sites like CSU. You need to talk to your system administrator and advise them that to allow you to get to the CSU sites:

Q2 I dial in through CSU - why can't I login to CSU or get outside of the CSU site?

1. Have you run over your 6 hour time limit ? (students only)

2. Ensure your internet account is in credit (students only)

3. Ensure the 'proxy settings' in you internet connection with CSU is setup correctly.

From the menu in Explorer, choose Tools -> Internet Options -> Connections. Then select the appropriate dial-up settings (your CSU connection) listed in the Dial-up settings window. On selecting this, click on settings (to the right) and enter proxy setting details by selecting Use automatic configuration script and enter http://www.csu.edu.au/proxy.prxy .

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My.csu, Forums

Q1 I've lost my subjects and forums in my.csu - where have they gone?

You may be in another 'Channel' such as Student Services. In my.csu, click on the "My Channel " link (in the left hand side window "Channels") , then your forums and subjects will appear.

Q2 Why doesn't my forum exist yet?

If you get the message that the forum doesn't exist, you must wait until the forum is created. The forums go online approximately 24 hours after the online subject material.

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Outlook (Staff)

Q1 How do I access my archived Outlook messages?

  1. Find your P drive data folder and then the Outlook folder within it.
  2. Double click on the archive.pst file
  3. You should now have an archive folder in your folder list.
  4. Double click on folder(s) now you can see the emails that are archived.
  5. NB With Macs, instead of the right mouse button hold down the apple key while clicking on the archive folder.

Q2 I can't open Outlook but I'm logged onto a PC that I don't normally use.

If you don't regularly do this, you can use WebOutlook or Thin Client to temporarily access your email on another campus or another PC. Otherwise, you will need to setup Outlook on that particular PC for you to use

  1. Make sure Outlook is closed.
  2. Go to the "IT Services" Quicklinks in my.csu and select "Outlook Setup (setprof)" or go here

Q3 Why can't I cant get to the new WebOutlook?

You should access it through the link under IT Services within Quicklinks in my.csu. If you've bookmarked the old page - it's now http://weboutlook.csu.edu.au/exchange . You just login as normal without the 'csumain' text in the old version.

Q4 Why can't I see my messages in WebOutlook

  1. Ensure your computer's proxy settings are correct by using the auto proxy config file (http://www.csu.edu.au/proxy.prxy). For more details on setting up you connection go here
  2. If you use web browsers like MS Internet Explorer 5 (and above) and come through certain ISPs (like TPG), no messages or folders will be displayed. If possible use Thin Client or another browser (less than IE5). Microsoft are aware of this issue and have a number of solutions to get around it which we are trying to evaluate asap.

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Email, Junk Email, Viruses

Q1 Why aren't I getting email from CSU? I didn't get email warnings about my password, printing credits etc

  1. CSU sends email to your CSU email address. You can check this email in my.csu by Choosing CSU Webmail in the Personal Info Quicklinks or by using the My Email tool. If you wish your email to be directed to a different address, you can do so by going to the IT Service Quicklinks in my.csu and choosing 'Redirect Email' or go here
  2. Do you use a Web based email system such as Hotmail and have your CSU email redirected to this account? If so, your account may have expired or your mailbox may be full. If so, any email coming to you will 'bounce'

Q2 My friends have been sent an email from my CSU email address and it has a virus in it - what's going on?

Any email address can be pirated - a false account that looks like yours is set up on a malicious email server, the virus email is then sent out looking like it is coming from you.

This happens to staff and students, this process is virtually impossible to stop.

Q3 I'm getting so much Junk mail - what do I do?

  1. Be careful about where you provide your email address online for surveys or information. Often you have the option to request that you aren't contacted after your request.
  2. Don't reply to the email, it will only show that your email address is active, delete the email. Often replying with a complaint will mean that the sender will have then a confirmed email address to use
  3. You can use the filters provided in your email package to remove junk mail from certain sources and automatically delete
  4. Here is a more detailed explanation click here

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Phone Installation

Q1 How much money will it cost for a new telephone line?

There is a cost of $150.00 to initiate a new telephone extension.

Q2 I am moving offices, am I able to take my existing telephone number with me? Will there be a cost incurred?

Yes, you can take your phone number with you when you move.

Generally there is no cost unless there is some additional cabling work involved in the move. However if you are changing your phone type ie, from an analog line to a digital line there is an incurred cost of $150.00.

Q3 Can I change or choose my own telephone extension?

No, unless there are special circumstances as to why you wish to have a particular number. If this is the case you will need to go through an approval process outlining the reasons why this number is so important.

Q4 If I request a new telephone extension do I receive a phone with this request or do I have to purchase a phone separately?

The cost of a new phone is not included in the initiatal cost of initiating a new extension. The cost of a new phone is additional. Click to view the various types of phones available for purchase.

Q5 I have an analog phone and wish to swap to a digitial phone.

The cost of exchanging an analog extension to a digital extension is $150.00 as well as the cost of the new digital phone. Please note the cost of a digital phone is substantially more than an analog phone. To view our available digital phones please view the following link.

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Phone Charges

Q1 Does my budget manager incurr a charge for my phone extension each month?

Your budget manager (or yourself) will receive a monthly statement of your phone bill including the rental charge ($24.00) and a total of all call costs for that particular month, including tie, local, STD and IDD calls.

Q2 If I call interstate after 7pm does my phone bill reflect the discounted price or does that only work from home?

Telstra home rates of calls does not apply to the Universtiy. However within certain time periods there does exist disconnected rates, go here

Q3 How much does it cost to call another CSU campus or a number within the same campus?

Free.

Q4 My phone bill for this month seems excessive, is it possible to get a detailed listing of all calls made from my extension?

Yes. Contact your budget manager for a detailed listing.

Q5 Can I get a listing of any numbers that have called my phone extension?

Yes, this is available although due to the complicated nature of retrieving this information a written instruction from your immediate manager as to why this is needed will be required. This request should then be sent to the sdesk.

Q6 What does it mean when my phone rings once only and then hangs up?

You have voice mail waiting to be retrieved.

Q7 Why is the red light flashing on my phone?

You have voice mail waiting to be retrieved.

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Data Network

Q1 Is there a charge for requesting a specific length of network cable and if so how much is that charge per meter?

There is a charge of $3 per meter for network cable.

Q4 Can I get a detailed printout of all the internet sites that have been accessed by my computer during a certain time period, and the charges associated with these sites?

Yes. Log a call with the service desk on 84357 and request a detailed printout and provide the date.

Q5 What does a network cable look like?

Network cables at Charles Sturt University are generally Blue

Q6 How can I tell which outlet is my telephone outlet/computer outlet?

Mostly, the data outlet is red and the telephone outlet is green, this can vary.

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Voice Mail

Q1 How can I tell what time and date a message was left?

Whilst listening to the recorded message press " 0", " 0"

Q2 The blinking message wait light won't stop flashing?

Press # 91#

Q3 Can the speed of the electronic lady be made faster/slower?

Yes, but only for that particular voicemail session.

Q4 How long are saved voice mail messages kept in the system for?

25 days

Q5 What does it mean when my phone rings once only and then hangs up?

You have voice mail waiting to be retrieved.

Q6 Why is the red light flashing on my phone?

You have voice mail waiting to be retrieved.

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CD Burner

Q1 I can not format or write data to my Read/Write CD

This problem relates to PCs that have HP9100 or low speed CD-Write burners. Older CD burners write at low speeds 1X to 4x and will not write to high speed Read/Write compact discs.

To determine if this applies to your CD drive, examine the logo on the front of the CD-RW drive. If the drive does not have the "high speed" designation, do not use high speed CD-RW media rated at 8X or higher.

You need purchase 2X or 4X certified CD-RW media.

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Data Archiving

Q1 Why do we need to archive data?

To provide a way to retain data over a period of time as required for a range of reasons, including legal, corporate and commercial.

Q2 What is the difference between backup and archived data?

Within the CSU environment:

Archiving

Older data is moved to an alternate storage location with a link to the data created in the original location. The primary purpose is to provide a facility to retain older corporate data, while 'freeing up' space within the exchange (email) server, and P: and S: drives for current work. Staff will have easy access to older corporate data via the remaining link.

Backup

A copy of data taken at a particular designated time. The primary purpose is to provide a disaster recovery copy of data in the case of a server or hard disk failure. Backup data is not accessible by staff, except under special circumstances.

Q3 Where is the archived data stored?

The archived data will be burnt automatically to DVD

Q4 How safe is the archived data?

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Q5 What is P and S Drive Archiving?

P and S Drive archiving provides a way for older files to remain accessible via P and S drive, whilst also freeing up space on these drives. The archive process will move files selected for archiving, to the archive server and a link will remain on P or S drive to enable easy access to the archived file.

It is designed to maintain a central area for archived data that is secure and backed up. The process will be fairly transparent to the user. Archived data will be fully retrievable for up to 5 years.

Q6 How do I use P and S drive archiving?

Please refer to the online documentation available at http://www.csu.edu.au/division/dit/ via the IT Training Link.

Q7 What files should be archived?

At the stage of reviewing individual documents to identify their suitability for archiving within P or S drive, consider the following questions about the document to determine whether to keep and archive, or whether to delete the file.

Hint: Always move (rather than copy) files to avoid unnecessary duplication and confusion. Use the copy command only when a 'copy' is required.

If you answer yes to the following questions, the document is suitable for archiving:

Q8 What is the best archive strategy for me, should I archive files individually or as a group?

Example 1

In the case where you foresee the possibility that in the future you may wish to take a copy of particular archived files, the best strategy would most likely be to appropriately group these files, and place them in a .zip file. Then archive the .zip file.

For example, in the case of an academic staff member wishing to take a copy of their publication or research notes with them if they exited CSU, a fewer number of zipped archived files would be easier to manage than many individual files.

Example 2

Where the files to be archived are of a common subject, timeframe, or task, the best strategy may be to appropriately group these files, and place them in a .zip file. Then archive the .zip file. Over time, this would facilitate viewing and storing of archived file links by subject, timeframe, or task.

Example 3

When important official documents become suitable for archiving, and for efficiency of file management practices it may be more appropriate to archive the individual file, rather than place it in a zip file with other documents. In the case of a large multimedia file, it may be best archived as an individual file.

Example 4

As the archive solution limits the ability to archive .html or .htm files, to work around this group these files appropriately and place them in a .zip file. Then archive the .zip file.

For each of the above examples, a good naming convention used for files would also be very important.

When creating zip files, remember to group files according to a common topic, date or task. This will assist to maintain a logical and meaningful grouping of files.

It is also a good idea to keep zip files reasonable in both number of files placed in a zip file and the overall zip file size not too large, 5 to 10 MBs. A large zip file, for example, more than 100MB increases the chance of corruption. If unsure, please seek advice from your local IT Training Officer.

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Q9 Where do I create an Archive folder in my current folder structure?

An 'Archive' folder can be created anywhere on P or S drive. The archive process will locate all folders called 'Archive' and archive the contents (including any sub folders) within.

In determining the best strategy for implementing the archiving facility on either P or S drive, consider the following factors:

Would it be more suitable to:

From the answers to the above points, formulate a strategy and trial it within an area of P or S drive. Including an appropriate and meaningful file and folder naming convention.
Once completed, review how well the strategy meets your requirements. Refine if necessary.

Remember you can contact your local IT Training Officer if you would like to discuss or review file management strategies.

Q10 I don't know where to start. How/where do I start to use the archive facility within P or S drive?

Start small.

Focus on one section of P or S drive that contains documents suitable for archiving. Consider your answers to the previous three questions and determine a strategy. Test out your strategy. Determine, does it seem to work well. Speak to your S drive Share Administrator or IT training staff for advice. Discuss with colleagues or via the P & S drive archiving forum.

The archive facility does not need to be implemented immediately. Take time to consider the best strategy for the data that is within your management.

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Q11 How will I know what/when files have been archived?

The files will have a CD icon placed next to them, and the extension will have changed to .ARCHIVE. The file will also only be 1KB in size. Refer to the online documentation for more details at http://www.csu.edu.au/division/dit/ via the IT Training Link.

Q12 Why do I have a funny CD icon next to a lot of my files?

This indicates that the file has been archived. You will also notice that the extension on the end of the filename has been changed to .ARCHIVE

Q13 Why have the extension on my files changed to .ARCHIVE?

The extension .ARCHIVE simply shows that the file has been archived. You will also notice that the icon has been changed to a CD. Most files will function normally when you double click on them.

Q14 I don't see a .ARCHIVE extension on my files?

If the file icon has not changed to a CD icon and the file size is not 1KB then your file is not archived as yet.

If the file icon has changed to a CD icon with a size of 1 KB, it indicates that your current view settings are not displaying all the details about this file. For example, if using Windows Explorer to view the P or S drive, select from the menu options View, then Details. The display should now provide a view of the full file name.

Q15 What is an archived link?

A link is a special shortcut that points to the new storage location of the data.

Q16 Will my files still work if I double click on them?

The majority of files will work normally. A reference to how the common file types will behave on retrieval from the archive server, please refer to the section titled "Opening an archived file link" within the online documentation available at http://www.csu.edu.au/division/dit/ via the IT Training Link.

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Q17 Can I elect not to have files archived?

Files are only archived if they are moved into a folder named archive (case insensitive).

Q18 How do I archive files?

You will find a folder called "Archive" in your P: drive. Files placed in here will be archived at a set time. This is usually overnight. Some file types will not be archived.

Q19 What file types will NOT be archived?

The file types that will not be archived are: .ARCHIVE, .exe, .dll, .ocx, .sys, .lnk, .ost, .pab, .wab, .rwz, .cab.

PST files will not be archived but will be reviewed after the implementation of the exchange archiving solution.

Q20 I can't seem to open archived zip files?

Archived zip files need to be saved first to use them. When prompted select "Save" and then save as you would normally, changing the extension to .zip. Then navigate with Windows Explorer and double click on the file.

Q21 I can't seem to open certain types of files?

The majority of CSU files will work as normal. However, if you encounter a file that won't open simply save it and then open it normally.

Q22 Why do all my archived Office documents open into Internet Explorer rather than the original application?

Your computer has not had the custom Archiving changes applied to it. Please log a job with the Service Desk to have the Archiving changes applied.

Q23 Archived Microsoft Office documents open in their original application, how come nothing else does?

DIT has made changes to all computers that enable the archived Office files to be opened in their native applications. Unfortunately, these changes are only able to be made to the Office documents.

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Q24 I see .rdy files in my "Archive" folder; what are they?

The .rdy file indicates the file is ready for archiving. The .rdy file should disappear once the archive has been carried out.

Q25 I have .rdy files that have not disappeared for several days?

This could indicate that the filename does not have an extension. You should rename the file with the correct extension.

Q26 Archived image files load into Internet Explorer instead of the program I want them to open in; why?

Internet Explorer is capable of handling the majority of image file formats. This is the default behaviour. Once a file has been archived it is assumed that you will normally be viewing it; rather than editing it.

Q27 How do I retrieve an archived file so I can take it with me somewhere?

Simply save the file to another location, and you can then use it normally. Note: Simply copying a file with a .ARCHIVED extension does not copy the original file. You need to "Save" the file through its original application, or through Internet Explorer when it asks you if you wish to save the file.

Q28 Can I copy or move files with the .ARCHIVE extension?

Yes you can. The .ARCHIVE extension is simply a type of "Shortcut" to point to the real location of the file. (Please Note: it is NOT a normal SHORTCUT.) You can copy, or move the files to wherever you wish within P or S drive.

Q29 Can I rename files with the .ARCHIVE extension?

The file can be renamed as long as the .ARCHIVE extension remains. In most cases it would be assumed the original document extension would not be altered also.

For example an archived file link 'Contacts.xls.ARCHIVE could be renamed 'Contractors.xls.ARCHIVE'.

Q30 Can I create folders under the "Archive" folder on my P: drive?

Yes you can. Any file created under the "Archive" folder will be archived no matter where it sits.

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Q31 Who can see my archived files?

These files are treated as normal files. Files on your P: drive will only be visible to you.

Q32 My files say that they are 1K in size, they used to be bigger; HELP!!!

This is normal. The files are no longer located in the same place they used to be. The file is copied, and then a "Shortcut" is put in its place. Unfortunately the actual size of the file is unavailable after it has been archived.

Q33 How do I send an archived file as an attachment to an internal user or an external user?

For internal users you simply send the file as normal. Attach the stub to the mail message.

For external users, you will first need to save the file to a temporary location and then forward on the saved file from that temporary location.

Q34 What happens to my PST files?

Currently .pst files will not be archived by the P and S drive archive solution. Upon the result of the implementation of the automated outlook archiving solution, a recommendation on the best way to manage .pst files will be made to CSU staff via a What's New & News message.

Q35 Can I request a copy of my archived files if I exited CSU?

Existing policy applies where application for a copy of files on P drive is required to be submitted to the Division of Information Technology for approval. If approval granted, any files that are archived will need to be fully retrieved and temporarily saved prior to burning CD or DVD.

If this situation is a possibility in the future, when originally placing data into an 'Archive' folder to be archived, the more efficient method would be to group files appropriately in a zip file, before moving to archive storage. Therefore, in the future, if a copy was required on exit from CSU, the number of files to be fully retrieved from the archive store would be significantly less, facilitating a much more efficient process. Refer back to previous questions relating to what should be archived and suggested file management strategies.

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Q36 When do I need to create my 'archive' folders?

Only when you require a new 'archive' folder. The system will locate new archive folders and include any content in the next scheduled archive process.

Q37 How can I tell the original size of the archived file?

This is not available once a file is archived. All archive links will only be 1KB in size.

Q38 My files were not archived?

There are a number of reasons why your file may not have been archived. First check it is not on the list of file types that are excluded from the archive process. If it does, then this file cannot be archived.

The archive process runs each weeknight. Depending on the number of files to be archived, will depend whether all are completed overnight. It may take 1, 2 or 5 nights for a particular file/s to be archived. It all depends on the number of files ready for archiving, which will consistently vary. If staff notice that files have not been archived within a 5 or 10 day period, it would be then recommended to call the Helpdesk and log a job to have it checked by the Systems Administrator.

If your file exists plus a .rdy file, this means the archive process is not complete. Wait for the next daily archive cycle to be completed and then check again. If it fails to archive then, log a helpdesk job.

Q39 What happens if I delete an archived file link?

If you delete an archived file link, your link to the archived file is gone. Just as any deleted file is gone. Short answer, don't delete links. Manage them carefully as you would with any file.

In very special circumstances, it could be investigated if the deleted link could be retrieved from backup tape. This would require a helpdesk request and confirmation from systems support that it can be retrieved (this is not always possible). Staff would be required to provide a filename for the deleted link, in order to facilitate the retrieval process. The request will be a low priority, against other operational requirements.

Q40 When retrieving archived backup files the computer came up with the message "Some files can harm your computer. If the information below looks suspicious, or you do not fully trust the source, do not open or save this file." What do I do?

The message is standard prompt when the system starts to receive a file via the Internet Explorer. It's purpose is to encourage people to save downloads to a hard drive so that any virus checkers on the system have a chance to quarantine a file before it is executed. Simply follow through and save the file to disk as required.

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Teleconferencing

Q1 How do I teleconference?

  1. Dial first participant
  2. Put first participant on hold (Digital phone, press Access Line. Analog phone, press PABX/Recall)
  3. Dial second participant
  4. When second participant answers, explain that you are about to join them into a teleconference and then PRESS 3
  5. Press PABX/Recall
  6. Dial third participant
  7. When they answer, Press 3 (to bring them into the conference)
  8. Press PABX/Recall (or on a digital telephone, press Access Line)
  9. Dial fourth participant
  10. When they answer, Press 3

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Skype

Skype (www.skype.com) is a free P2P (peer to peer) application that provides free voice-over-IP communication over the Internet. Although this program is not supported by DIT, we wish to provide some information for staff and students as the use of Skype becomes more widespread. There is an issue in the way calls are routed across the Skype network through other Skype systems, also called SuperNodes. This can occur when the PC has no firewall and a high speed internet connection. A SuperNode can generate a large volume of traffic to connections off-site, even after you have finished your call. This can result in high internet usage charges for the user.

There is no way to configure Skype to prevent this happening so other techniques need to be used to minimize the risk. These techniques are very simple:

1. Don't allow Skype to run automatically at start-up.

2. Configure your personal firewall to not allow incoming Skype connections. Of course, this configuration will prevent incoming Skype calls, but is easily turned off if an incoming call(s) are expected Stop Skype from running when Windows starts.

Method 1

Untick the 'Start Skype when the computer starts' box on the Skype Sign In window

Method 2

In you already have Skype running, go to the Tools > Options > Advanced tab and uncheck the 'Start Skype when I start Windows' Click Save to exit.

Configure your personal firewall. There are many different software products available; however we will use Windows Firewall as an example. To enable the Windows XP Firewall go to: Start > Control Panel > Security Center > Windows Firewall. The check box On (recommended) should be selected then press Ok. To disallow incoming Skype connections in Windows firewall, go to:

Start> Control Panel> Security Center> Windows Firewall> Exceptions

Select the Exceptions tab, and make sure the box Skype is not ticked.

Click OK to exit.