1. I can’t remember my password. What should I do?

   If you are from an external organisation, please email a request to external-extra@lyonsdavidson.co.uk for a new password to be issued. If your account is locked, you will need to specify this in your email, and your account will be unlocked for you too.

   If you are internal, please log a self-support ticket or contact the helpdesk by telephone.

2. How do I change my password?

   You can change your password by clicking the button in the upper right hand corner to expand the user options and clicking on the Change Password link. You will be prompted to enter your current password before inputting and confirming your new one.

   The new password must:

   • be at least 8 characters long
   • include at least 1 number and 6 distinct characters
   • NOT include a character more than 2 times consecutively
   • NOT include more than 2 occurrences of 2 consecutive characters

3. I don’t have all of the access that I need. What should I do?

   You will need to contact your Group Leader or the Partner in Charge of your group for authorisation. Once you have the relevant authorisation, you will need to contact the IS Helpdesk to request this access (using the Self Support application unless the request is urgent). You will need to be specific about the access you need, citing the name of the report and the folder it is in.

4. I have an error code. What should I do?

   Please make a note of the code and use the Self Support Application to log a support job with the IS Helpdesk (unless the issue needs to be resolved urgently). Extra generates error codes which are unique to a particular issue and will be used to identify and resolve your issue as soon as possible.

5. I use a folder / report / file frequently. Is there a way to add it to my Homepage so I don’t have to click through the folder structure each time to access it?

   You can add any item to your Homepage by clicking on the icon whilst in the file in question.

6. I have added a folder / report / file to my Homepage, but I cannot see it. Where has it gone?

   Once you have added an item to your Homepage, it will sit within one of six sections:

   • Groups
   • Reports
   • External Links
   • Articles
   • Applications
   • File View Links
   
   

   For each of these sections, only five items are displayed on the welcome page, and these will be in alphabetical order. In order to view the full list of links you have added to a section, you will need to click on the section header.

7. Can I remove a link from my Homepage? If so, how?

   Yes, you can. All you need to do is click on the icon and the link will be removed.

8. Is there any way to move data from an Extra report into Excel?

   Yes. Once you have run a report, you need to click on the Output to Excel button and this will paste your data into Excel.

9. I need to access a report, but I cannot remember what it is called. Is there any way to search for it?

   There is a search facility that is located within the box at the top of the page. You can use this to find reports etc within Extra. The search will check against item names, descriptions and keywords, as well as group names and descriptions, but only items you have been granted access to will appear in the results. The results will include the path / link to where each item can be found.

If you have any issues with Extra that are not covered by the Frequently Asked Questions above, please contact your ISLR in the first instance, or the IS Helpdesk should your ISLR not be able to assist. They can be contacted on 615822 or ishelpdesk@lyonsdavidson.co.uk.