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Frequently Asked Questions

{expander}When is an appropriate time to submit an IT ticket?

As soon as there is a suspected problem with a computer that cannot be solved alone, place a service ticket as soon as possible. A service ticket can be placed either online or at the ticket counter in the IT office during business hours.

Tickets are most useful whenever you want help with a problem that takes longer than a few minutes inspection at the reception desk, or to ask the IT department for help with simple questions not listed here. Even if you bring the problem in directly, we may ask you to submit a ticket if we are unable to solve it while you are there.

The Help Ticket System allows the IT staff to keep track of all the issues coming into the department, and allows you to view the progress being made on your issues. When we are done fixing your computer, we will reply to your ticket and let you know when you can pick up your computer.When submitting a ticket, please be as informative as possible, so that we can better help you.

{expander} Why am I not connecting to the internet?

Desktops:

  1. Verify that your Ethernet, (network), cable is connected at both ends.
  2. If it is not connected, please connect one end to your computer and the other into the orange Ethernet jack in the wall.
  3. If that does not work and you still have no Internet, try plugging the cable into another network jack. Try a different Ethernet cable if you are still unsuccessful.


Laptops:

  1. Verify that your wireless Internet connection is enabled.
    • To enable a wireless connection, on most laptops, there is either a switch or a button with the logo of an antenna projecting waves. If the button or switch is glowing orange then it is most likely turned off. If it is glowing blue or white it is most likely on.
    • Another way to see if there is a connection is go to network connections under the control panel, and make sure your wireless adapter is enabled there.
    • If your connection is enabled and you are still having problems connecting to the Internet, please bring your computer down to the IT department and ask for someone to take a look at it.
  2. If you are a Mac user, please verify that your AirPort card is turned on.
  3. If you are using an Ethernet cable, please follow the directions above for desktop computers.

If none of these options work, please bring your computer down to the IT department and we will take a look at it.

{expander}The Computer shows that I am connected to the internet, but I can't access the internet. What do I do?

  1. First, disable and re-enable your adapter.
    • Go to the Start menu.
    • Go to Control Panel > Network and Internet > Network and Sharing Center > Change Adapter Settings (on left pane).
    • Right-click on either the Local Area Connection (for wired connection) or Wireless Network Connection.
    • After about one minute, re-enable your network connection by right-clicking on Local Area Connection or Wireless Network Connection by clicking "enable".
    • If that does not work, check and see if there is a proxy enabled on your browser.
  2. If these steps do not restore your ability to access the internet, please bring your computer to the IT Department for further analysis.

     

{expander} What software is banned by the IT department?

The Honor Code forbids illegally downloading files, music, and videos. Using any torrenting (e.g. uTorrent, Azerous Vuze, etc.) or file sharing (e.g. Limewire, Frostwire, Shareaza, etc.) or any programs designed for like purposes is against the Code of Honor.

If we discover one or more of these programs installed while working on your computer, we will stop repairing it until we receive your permission to remove the installed programs and any/all copyrighted music/movies. We also cannot work on computers with proxy servers or pornographic material on them.

If you have any doubts about the validity of a program on your computer, you can check the Code of Honor.

{expander}How much will having my computer serviced cost me?

All simple repairs are free of charge.

If it will take a significant amount of time to fix your computer we do charge a modest price. However, if we get to that point, we will give you an estimate for the work and wait for your approval before proceeding.

{expander}Why won't computer turn on?

Desktops:

  1. The first step is to make sure the power cord did not get accidentally unplugged from the back of the tower. This can happen when moving the tower around or cleaning. Also, check the other end of the plug to make sure that it has not come unplugged from the outlet. Also, some power supplies have a power switch on them that can keep it from being “on” even if it is plugged in. If your power supply has one of these switches make sure it is switched to the 1 and not the 0.
  2. If your computer still does not turn on, try using a different power outlet.
  3. If the alternate outlet will not work, try plugging in the desktop with a different power cord.
  4. If none of these help the problem could be something more serious. You can bring the computer to the IT Department in the bottom of Main Hall or submit an IT Help Ticket. We will be glad to help.


Laptops:

  1. Check to see if the laptop is plugged in or that the battery is charged. If you press the power button and the power light flashes it means that you do not have enough charge in your battery to turn the computer on. Plug in your computer and try again.
  2. If that doesn’t work, take the battery out, unplug the power cord, and hold down the power button for 10 seconds. This drains any excess power out of the system that could be causing a blockage and not allowing the laptop to power on.
  3. If none of these help the problem could be something more serious. You can bring the laptop to the IT Department in the bottom of Main Hall or submit an IT Help Ticket. We will be glad to help.

{expander}Why won't my monitor turn on?

  1. First, check that your power cable is plugged into both the monitor and the wall outlet. If the monitor is still not turning on, try plugging it in to a different power outlet. If that doesn’t work try a different power cable in case the one you are using is defective.
  2. If the monitor is plugged in and lights up but still isn’t showing a picture on the screen, make sure that the monitor is plugged into the computer. Sometimes the connection becomes loose and the monitor will become unplugged. One way to keep the monitor plugged in is to tighten the connector screws found on the side of most monitor connectors.
  3. If neither of these suggestions fix your issue, please bring your computer in to the IT Department, submit an IT Help Ticket, and we will be glad to help.

     

{expander}Will IT loan me hardware?

We do not currently loan out any hardware.

{expander} Once I submit my computer to IT, about how long will it take to fix my computer?

It depends on what problems your computer is having. There are some problems that we can fix within minutes. However, there are some problems where we will need to keep the computer until it gets fixed. Don’t worry though; if we keep the computer you will be updated as it is being worked on through the IT Help Ticket Service.

{expander} What can I do if my computer has a virus?

  • There are a large number of programs available to help deal with viruses and unwanted programs. If you know or strongly suspect that your computer already has a virus, the IT Department recommends downloading and installing Avira anti-virus. It is free and works very well at finding viruses. If it does not find any viruses on your computer you might have something called malware installed on your computer. To get rid of malware we suggest downloading and running Malwarebytes, a free malware removal program. If neither of these programs are able to find anything on your computer, try starting your computer in safe mode and running these programs again.
  • If you have any questions about how to run a malware scan there is a help video that will walk you through the entire process.
  • The IT Department strongly recommends installing the latest Windows updates and maintaining some anti-virus software. Microsoft maintains a list of vendors it recommends, and some vendors offer good protection for free.
  • If neither of these options fix your computer, please submit a IT Help Ticket and bring your computer in to be fixed.

{expander} Do you provide services for operating systems other than Windows?

Yes, we work on multiple operating systems. We provide support for:

  • All versions of Windows OS (XP, Vista, 7)
  • Macintosh OS (including Snow Leopard and Mavericks)
  • We also work on some Linux Distros

{expander} Where is the IT department located?

In the basement of Main Hall, past student health services and just down the stairs from the Registrar's Office.

{expander}Can I print to a library printer from my laptop?

Yes. Using the remote printing feature in MySVU, students can wirelessly print from their laptops to a variety of printers on campus. There are both color and black & white printing locations.

{expander} How do I add my svu.edu email to my smartphone?

Please visit us in the IT department and we will be glad to assist you.

Help Videos

{expander} How to use remote printing in mysvu?

{expander}How to change your student email password?

{expander} How to forward your student email?

{expander} How to check your student email in Outlook

{expander} How to run a malware scan?

{expander} How to detect and remove proxy settings

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