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ITS Student Helpdesk

The Student Helpdesk is a student run and managed operation that provides all technical services and support to undergraduate students.  This includes assistance with software support and hardware support for student-owned computers and other devices.  Working in conjunction with Cardinal Technology Services, students have access to having all of their technical needs met on campus.

The Helpdesk also provides support for wireless and wired Internet issues in Wesleyan-owned, on-campus housing.

Monday - Thursday 10AM-10PM

Friday 10AM-5PM

Sunday 7PM-10PM

If you're having issues with your computer, we reccommend bringing it with your charger directly to the Helpdesk (Exley 116).  All other inquiries can also be made by creating a service ticket (Under 'Get Help', click 'Report an Issue') or by calling our number (860) 685-4000 .

Frequently Requested Information

  • Connecting your Game Console to the Wesleyan Network
    • Connect your Xbox, PlayStation, or Wii game console to the Wesleyan Network

      You can either bring your game console into the Helpdesk (Exley 116) with all of the necessary accessories cables and controllers to have your console connected to the wired network

      or you can send us a screenshot/photo of the Wired MAC Address for the console.

       

      Xbox
      1. Scroll Down (if necessary) to "My Xbox"

      2. Go all the way to the right and select System Settings

      3. On the new screen, select Network Settings

      4. Select Configure Network

      5. Under Basic Settings, check to make sure IP Settings is on Automatic

      6. Go right to select the Additional Settings Tab

      7. Go down and select the second item Advanced Settings

      8. Toward the bottom of the screen you should see Wired MAC Address. The MAC Address is the number below this. 

      PlayStation
      1. In the XMB™ home menu, go to (Settings) >  (System Settings) and press the button.

      2. Scroll until you see [System Information] and press the button.

        You will see your MAC Address listed. Be sure to write down the entire string of letters and numbers, including the colons ":" in between. 

      Wii
      1. From the Wii Channel menu, select "Wii Settings" (the round button on the    bottom-left of the screen with "Wii" on it).

      2. Select "Internet," then "Console Settings."

      3. The MAC address of the Wii console is displayed on the first line.

       

      Note: Connecting game consoles via the wireless network is not recommended as data throughput is limited for them on that network.  While the connection will work as long as you register the device (see below Devices that cannot connect to airwes), you may notice poor performance. 
  • Mobile Device Connectivity
    • Connecting to the wireless network on your Mobile Device

      Connect your mobile device to airwes using your Wesleyan username and password.  If you have any issues connecting your device to the wireless network, bring your device to the Helpdesk (Exley Science Center, room 116), give us a call at (860) 685-4000, or open a support request at service.wesleyan.edu

      Email access

      To set up your Wesleyan Gapps Email Account on your mobile device, click here.

      For more information on setting up email on your mobile device, click here.

      VPN

      For information about Virtual Private Network and how to connect on your iPhone and iPad, click here

  • Passwords
    • Passwords and Security

      Most of Wesleyan's systems are accessed via a Single Sign On page to allow easy movements between various programs.  Users are provided a username and initial password that should be changed when first getting online. Wesleyan highly recommends using a different password for Wesleyan and non-Wesleyan systems. 

      There are varying philosophies as to what constitutes a strong password.  Wesleyan requires one of the following methods:

      • be at least 8 characters in length
      • not be one of the 5 last passwords that you have used
      • contain at least one numeral (0-9) and at least one alpha or special character (  !, $, #, % ,@)
      • cannot use the character '|'

      OR

      • be at least 14 characters in length
      • cannot use the character '|'

      The most secure password is a string of unique words that cannot be guessed easily.

      Password Resets

      Passwords can be reset automatically by clicking the Forgot Your Password? link on the Single Sign On page.  This link will require you to verify your identity in one of two ways: providing the last 4 digits of your social security number in conjunction with a numeric code on your WesID or by using an alternate email address.  You can set an alternate email address within your EPortfolio. 

      Alternately, you may go to the Helpdesk with your WesID card. You may also contact Helpdesk with any questions you have about changing your password.

      Yearly password changes are required in October for everyone.  You will receive several email notifications regarding the deadline for this change.

      Once you change your password, it is important to remember to change it in your wireless settings.  

      Editing Your Wireless Profile after a Password Change

      Getting on Wireless after Password Change
      Mac Guide

      1. Determine what version of OS X you are running by clicking on the Apple in the top left corner and choosing About This Mac.

      2. If it says 10.7 or 10.8 under Version, follow steps 3-6. If it says 10.6 follow steps 7-11.

      For Mac OS X Lion & Mountain Lion (10.7 and 10.8)
      3. Click on Wireless and select Open Network Preferences at the bottom of the pull down menu.

      4. Click Turn Wi-Fi Off, then click on Advanced

      5. Click on Wi-Fi and under Preferred Networks locate Wesstudent (or Wesfacstaff) . Then click the minus button next to it and hit OK.

      6. Turn Wi-Fi back on, and select Wesstudent (or Wesfacstafff). You will be prompted for username and password. This is where you can enter your Wesleyan Username and new password. You should now be connected!

      For Mac OS X Snow Leopard (10.6)
      7. If you are running 10.6, click on the wifi icon and select Network Preferences.

      8. Click “Turn Airport Off” then click on Advanced.

      9. Under Airport, delete Wesstudent (or Wesfacstaff) by selecting the network and pressing the minus symbol, then click on the 802.1X tab.

      10. Under 802.1X, delete any profiles on the left side for Wesstudent (or Wesfacstaff) by selecting them and pressing the minus symbol. Then, press the plus symbol and create a new profile. Make sure the settings match the screen below (including EAP-FAST is selected) and click OK.

      11. Select Wesstudent or Wesfacstaff to connect to and you will be connected to the network.

  • Software
    • Microsoft Office

      Wesleyan provides Microsoft Office to its faculty, staff, and students.  Students may install Office Pro Professional from a designated download location.  

      Other software titles can be purchased under academic and student discounts via the Cardinal Technology Store.  

      Explore Microsoft software tutorials and learn Microsoft applications—from beginner to advanced. Lynda.com courses on Microsoft cover a wide range of tools from Excel, PowerPoint, and Word to Access, Outlook, Windows, and more.

      ESET Antivirus/Antispyware

      For information about the ESET Antivirus/Antispyware security software and how to download, click here

      Laptop and Device Protection

      The ITS Helpdesk can assist you in setting up your computer so that you may locate it in the event of loss or theft.  This can be done with native programs that may be on your computer, such as Find My Mac, or via a program we support called Prey.  Information about Prey can be found at https://preyproject.com/.  Helpdesk consultants are available and can assist you with the installation.  

  • Student Blogs
    • All Individual Student and Student Group Blogs are hosted by WordPress, there are numerous free tutorials for the web hosting service on lynda.com for every skill level offered by the University.

      Individual Student Blogs

      To Request an Individual Student Blog:
      • Sign On to your Portfolio
      • Click on the Student Portfolio tab
      • Under the Tools & Links category click 'Request a Personal Website' and a request it automatically submitted under your username
      The blog will be setup as username.stu.wesleyan.edu

      All blog requests will take up to a week to activate.

      To Sign-On to your Individual Student Blog:
      • Go to stu.wesleyan.edu
      • Under the META section on the right-hand side click 'Log in'
      • Sign in with the Wesleyan user credentials associated with the blog

      Student Group Blogs

      To Request a Student Group Blog:
      • In order to create a Student Group Blog, the Student Group must be recognized by the Wesleyan Student Assembly's Community Outreach Committee (WSA COCo).  Click here for more information about recognition for your group.
      • Once your group is recognized by the WSA, you can submit a creation request via email blogsupport@wesleyan.edu including the name of your student group, the usernames of the adminstrators for your group's blog, and the requested URL for your blog (groupname.group.wesleyan.edu).
      To Sign-On to your Student Group Blog:
      • Go to group.wesleyan.edu
      • Under the META section on the right-hand side click 'Log in'
      • Sign in with any of the Wesleyan user credentials associated with the group blog

       

      If you have any questions, email blogsupport@wesleyan.edu

       

      Web 2.0 Policies

      General use of Web 2.0 tools including blogs and wikis is addressed by the Computer Usage Policy. The following amendment addresses issues related to these tools.

      Faculty and staff members may request a blog or wiki for use in conjunction with their work. The requestor will be the owner of the blog and assumes responsibilities as defined by the computer usage policies.

      Current full-time students may request a blog for use in conjunction with their work. The requestor will be the owner of the blog and assumes responsibilities as defined by the computer usage policies. Students should expect their blogs to be deleted upon graduation or separation from Wesleyan. Owners can export their blog posts/pages to move them to a different server.

      Faculty and staff members may also request group blogs or wikis. Group blogs can be used in courses, research, department websites, and collaborative projects.

      Recognized WSA groups may request student group blogs. Student group blogs can be used as a web presence for the group. The technical contact will be the owner of the blog and assumes responsibilities as defined by the computer usage policies.

      Faculty and staff members may request additional Wesleyan computer accounts for collaborators from other institutions for participation in Web 2.0 activities, and their use will be covered by the computer usage policies.

      Anonymous postings to blogs and wikis are not permitted. Owners of blogs and wikis may not reconfigure the system to allow anonymous postings.

      Comments are an integral part of Web 2.0. All comments will be run through a SPAM engine. An individual making a comment is required to provide a valid email address before entering comments. The blog owner is responsible to review each comment before posting it to the blog for others to see. The blog owner reserves the right not to publish individual comments. The blog owner may opt to require Wesleyan password authentication before comments can be submitted.

      Blogs created by Wesleyan-provided software will be listed on a web page and be available for RSS syndication.

      Wesleyan does not guarantee that it will provide ancillary software, such as databases and script languages, that authors may wish to use in their blogs or wikis.

  • Virus/Spyware Protection
    • Antivirus Software

      Wesleyan offers free licensed antivirus software for student owned computers (compatiable with both Mac and Windows) through ESET NOD32.

      To Download

      • Sign in to your EPortfolio
      • Click on the Student Portfolio tab
      • Under the Tools & Links category, click on 'Virus Protection Software - Home Use'
      • The link provides the antivirus software download files for both Mac and Windows* and the account username and password to activate the software.

      If you have any issues downloading or installing the software, contact the Helpdesk at (860) 685-4000 or helpdesk@wesleyan.edu.

      *If you are operating on a Windows system make sure that you download the correct version (32bit or 64bit).  To check click on the Start button, then search for System.  The information about your operating system will be displayed.
  • Connecting to the wireless network
    • Connecting to the wireless network

      Users are required to login when using the Wesleyan wireless network.  Requiring wireless network logins provides ITS a way to restrict use of the network to faculty, staff, students, and authorized guests, keeping our network secure and functional.  You must log in to the wireless network before using any wireless network services, including e-mail, Web browsing, and Wesfiles access.

      You should login to the wireless network with your E-Mail username. Once you have logged in, you will be able to browse to any web page, and use other networking services such as e-mail, Moodle and ePortfolio.

      Airwes

      Wesleyan uses WPA2 Enterprise encryption on airwes. 

      Windows

      Mac OS X

      Wes-guest

      Guests may register for a guest account by connecting to the Wes-Guest network.  Upon connecting and opening a web browser, guests may obtain access by registering for an account.  A username and password will be emailed or sent via text to the guest user.  

      Windows

      Mac OS X

      VPN

      A virtual private network (VPN) extends a private network and the resources contained in the network across public networks like the Internet. It enables a host computer to send and receive data across shared or public networks as if it were a private network with all the functionality, security and management policies of the private network.  This is done by establishing a virtual point-to-point connection through the use of dedicated connections, encryption, or a combination of the two. It allows Wesleyan users to connect to the Wesleyan network from off-campus with a secure connection so the data being accessed is protected. The systems that require use of VPN for access from off-campus are marked within the Portfolio.

      Most services are available from off campus without the use of any special networking connections.  EMail, Wesfiles, EPortfolio, Moodle and others do not require a virtual private network connection.  For security purposes, however, some applications within EPortfolio and others such as Wesleyan Financials, ADP, and remote desktop connections require the user to connect through VPN.

      INSTALLING VPN

      The Cisco VPN Client is available for download at https://webvpn.wesleyan.edu.

      Windows

      Mac OS X 10.6 or Higher
      Mac OS X 10.5 or Lower

        For Mac OS version, click "Apple" menu and select "About This Mac."

      iPhone and iPad

  • Devices that cannot connect to airwes
    • Some devices do not support WPA2 Enterprise encryption. For these devices, you can register them for access to the wes-guest network by going to devicereg.wesleyan.edu. Login using your Wesleyan username and password. Click on Create Device and complete the information on that form.  As long as you entered the information correctly, you should be able to connect your device to wes-guest. Completing this form requires you to enter the MAC or hardware address of your device. If you need assistance getting this information or filling out the form, contact the Helpdesk at x4000 or submit a ticket at service.wesleyan.edu.  

  • Wired connections
    • Wired devices require registration to access the network.  Visit devicereg.wesleyan.edu to have your device registered for a wired connection.  Login using your Wesleyan username and password. Click on Create Device and complete the information on that form. Access is not immediate. ITS will have your device online usually within 1 business day.  Completing this form requires you to enter the MAC or hardware address of your device. If you need assistance getting this information or filling out the form, contact the Helpdesk at x4000 or submit a ticket at service.wesleyan.edu.

  • Printing
    • Wesleyan does not support personal wireless printers in dorms. If you bring a printer to campus, you must connect it to your computer with a cable.

      You can print to any of the lab printers located across campus from your personal computer using the campus printing system called Pharos.  Information about the system and instructions to install the pop-up client on your computer are here.