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ITS Student Helpdesk

UPDATE 10/24/14: We are aware that virtually all woodframe wireless systems have been down due to a Comcast update. Comcast technicians are on campus to address the issue. We are hoping to fix this problem as soon as possible, thank you for your patience.

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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.

Having issues with your computer?

Come see us at the Helpdesk (Exley 116) between the following times:

  • Monday - Thursday 10AM - 10PM
  • Friday 10AM - 5PM
  • Sunday 7PM - 10PM

Or you can call us on our number at (860) 685-4000.

Or you can submit a ticket for your issue in Service Now (choose the "Report an issue" link on the left).

Frequently Requested Information

  • Connecting your Game Console to the Wesleyan Network
    • You can connect your game console either wirelessly or wired.  

      To connect to wireless:

      1. Attach to the network named Profiler.
      2. Wait approximately 5 minutes.
      3. Disconnect from Profiler, restart and reconnect to Profiler.  

      Your device should be online. 

      Please try this process twice before submitting a request for help to the Helpdesk.

      To connect to wired:

      1. Plug the device into the port.
      2. On a computer, go to devicereg.wesleyan.edu and login.
      3. Click Create Device on the left.
      4. Register your console.  For this you will need the wired MAC or Hardware address.  See below for how to find this address.
      5. Submit the registration.

      Note: Registration for wired devices is not immediate.  Usually, access is available within 2 hours.  Requests submitted after 5 will not be online until the next morning. 

      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.

  • 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 and Microsoft Office
    • Microsoft Office

      Wesleyan provides Microsoft Office to its faculty, staff, and students.  Students may install Office from WesFiles by clicking the root folder on the top bar, choosing "software" and then their computer's operating system, and finding the appropriate folder for Microsoft Office (right click to get the download option). Alternatively, simply click here for the Mac installer or here for the Windows folder (you will need to right-click the folder called "Office 2013" and choose "Save to zip file").

      Other software titles that aren't in WesFiles 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 Web 2.0 amendment at the bottom of this page addresses policies specific to these applications.

  • 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.
  • Removing Front Door Software (FDS)
    • Wesleyan ITS no longer supports Front Door Software (FDS), and for many newer operating systems the software may no longer be working. If you would like to remove the software, you can find all information on the FDS website; removal is not the simplest procedure because it was designed to prevent thieves from turning off the computer's tracking. To uninstall, you need to run the SetLicense program. If you can not find it, just use any download button and try to re-install it. Your computer will know that it is already protected and take you to the SetLicense program. You will need to know your uninstall code, which is also your connection code. You can find that by signing into your account, and select the STOLEN/LOCK tab.
  • Physical Theft Protection
    • Protect Devices From Theft

      Wesleyan recommends that all students install some form of physical theft protection software or location tracking for their devices, or turn on included software like Apple's Find My Mac.

      Our recommendation is to install Prey Anti Theft, a free application for Windows, Mac, Linux, Android, and iOS devices. This will allow you to track your device's location, report it as missing, gather information about connections or location route or running programs, send an instant message to the thief, play a loud sound, lock the computer, take a screenshot, or even snap a discreet picture of the suspect with the device's camera.

  • Connecting to the wireless network
    • Information about connecting to Wesleyan's wireless network is detailed here

  • 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.

  • Mathematica
    • Wesleyan offers a Student License download for Mathematica 10.0:

      Create a Wolfram account

      • If you already have a Wolfram account, skip this section.
      • Go to http://user.wolfram.com and click "Create Account."
      • Fill out form using a @wesleyan.edu email, and click "Create Wolfram ID."
      • Check your email and click the link to validate your Wolfram ID.

      Request the download and key

      • Fill out this form to request an Activation Key.
      • Click the "Product Summary page" link to access your license.
      • Click "Get Downloads" and select "Download" next to your platform.
      • Run the installer on your machine, and enter Activation Key at prompt.
  • Adware on Mac Browsers
    • There have been reports of malicious "adware" found on browsers for Mac OS X recently. Some of the symptoms can include:

      • Browser displays images or ads on every page.
      • Searches or URL requests send the browser to different page than intended.
      • Popups when starting the browser, or that lock up the browser and prevent use.
      • Popups that constantly tell the user to call a particular number.
      • Foreign or unexpected extensions installed on the browser.

      To remove the adware, download AdwareMedic from their website (the direct download link can be found here).

      Double click the .dmg to mount it on your drive, and drag the application to your desktop or your applications.

      Open up AdwareMedic from your computer and use the magnifying glass button to scan for possible adware.

      Choose to remove any adware files it may find, including ones that may affect browser preference files.

      Afterwards, restart your browser and it should be good as new. You may now delete AdwareMedic from your system if you wish.

      If you are still having trouble, come see us at the Helpdesk.