Submit a Support Request
For immediate assistance call
(607) 436-4567 or email us

To submit a Telecommunications Support Request call
(607) 436-2577 or email us

 
 

Need Support?

 
 

ITS offers a variety of services to help the campus community with technology. No matter what you suspect the issue to be, you should always start with the IT Help Desk at 607-436-4567 or helpme@oneonta.edu. Depending on the nature of the issue, it may be resolved over the phone, by having a technician troubleshoot on-site, or through one-on-one consulting.

The Help Desk support staff will usually work their way through a series of questions that will help narrow down the source of your issue:

  • How long have you been experiencing this issue?
  • Have you checked to make sure all devices are plugged in properly?
  • Is the issue continuous or intermittent?
  • Does it always happen at the same time of day or in the same location?
  • Has anything changed lately in your office / room location?
  • Have you experienced any issues with other websites or applications?
  • Have you run a speed test to see what the speed of your connection is?
  • Do other people you know have the same issue with their machines?
  • If you are on wireless, have you tried using the same service on the wired network?

These are the kind of questions a Customer Support Consultant or a Lead Technician may ask you. They might recommend bringing the computer in to the Help Desk to provide assistance, or they point you to documentation relevant to the issue at hand.

 

Locate your Problem:
(click on the Link to expand more information.)

Internet Connection - Wired

If you are having problems with your networked computer or other device, we will do our best to help you. There are some things, however, that you can do to help us help you.

  • Make sure that the Ethernet cable is inserted into the network adapter in your computer.

  • Make sure the Ethernet cable is not defective. Test this by using a different cable that you know works properly.

  • Make sure the Ethernet cable is connected to the correct port on the wall.

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Internet Connection - Wireless

If you are having problems with your wireless internet connection, we will do our best to help you. There are some things, however, that you can do to help us help you.

  • Make sure that the your wireless is turned on on your laptop and not disabled.

    * *You can do this by locating your wireless switch on the front or side of your laptop and moving it to on.

    * *You can also verify that your wireless is not disabled by going to your control panel and checking your network settings. If there is a red X on your wireless connection that might indicate that is it disabled. You should be able to right click the icon and select enable.

  • Verify that other members of your office, or students that use the wireless are not having the same issue. This might indicate a larger scale problem.

  • Is your computers wireless card registered on our network? If you have not used the wireless before you may have to register your wireless device again on our network.

  • Contact the ITS Help Desk to report the problem.

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Cable Television

  1. Check the connections from the wall to your TV set.

    • If possible, borrow a coaxial cable, which is the cable that connects your TV with the spindle wall connection, to see if your cable is bad.

  2. If you are only receiving channels 2 - 13, your TV is not set to CATV mode.
    • Please read your TV owners manual to learn how to set your TV to Cable Ready CATV mode.

  3. Check service in an adjacent bedroom.
    • Check to see if others are experiencing the same service problems as you.
  4. Contact the ITS Help Desk to report the problem. If reporting your issue via e-mail, please provide the following information:
    • Name of resident experiencing the issue

    • Building and room number

    • Description of issue

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Phone Connection

  1. Check that you are plugged into the proper port. To find the active telephone port in your room:

    1. Find the network box on the left side of your room by looking out your window and turning to your left.

    2. Your telephone service port is the left port of this network box.

      • NOTE: Do not look at symbols or icons on the network boxes in your room to determine what services are in a particular port.

  2. Check service with another telephone.
    • Check using a non-cordless phone. If you do not have a non-cordless phone, try borrowing one from a friend.
  3. Contact the ITS Help Desk to report the problem. If reporting your issue via e-mail, please provide the following information:
    • Name of resident experiencing the problem
    • Building and room number
    • Description of issue

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Computer Display and Monitor Not working

  1. Check that your monitor cable is plugged into the video card on the back of your computer, laptop or docking station.

  2. Check to make sure there is a power cord connected to your screen, and the surge protector and or wall outlet.

  3. Contact the ITS Help Desk to report the problem.

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Computer or Laptop Issue

  1. Make sure that all the connections are secure on your system. Power cords, Video Cables, etc.

  2. If your computer is making beeping sounds when it is powered on, report the number of beeps and sequence its making. This can help to troubleshoot your problem.

  3. Contact the ITS Help Desk to report the problem.

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Software Problem


When calling the help desk please make sure to include the following:

  1. Course Management Software (Angel/Blackboard) – at the login page, check out the
    “system check” – make sure you have green checkmarks for all the requirements.
  2. When reporting a issue you encounter with our Course Management Software, be prepared to provide the course name, number, section, and instructor name; and the name and version of the browser you are using.
  3. Faculty/staff – if you would like to install software on your office machine, checkout what is available via the network by going to “Control Panel/Programs/Add programs from the network”.
  4. Don’t forget to try using the “Help” feature in the software you are having difficulty with.
  5. Contact the ITS Help Desk to report the problem.

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Classroom/Learning Space Problem

When calling the help desk please make sure to include the following:

  1. Check the input on the podium for projectors, DVD players, etc.
  2. Make sure volume is turned up both on the computer and on the speakers.
  3. Contact the ITS Help Desk to report the problem. Be sure to include the location of your classroom!

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Registration

Directions for registering a computer/tablet: Open a browser to access the network registration page. Enter your Oneonta username and password to register your device. If the registration page doesn’t appear, try accessing an external web address, as this should force the registration page to appear.

  1. If you have registered your device and do not have internet access, please try the following:
    1. Disconnect and reconnect to the wireless by either manually cycling the wireless switch on a device or by disabling the wireless card through the device's operating system.
    2. Check your device for a firewall or Internet Security software.
    3. Try a reboot to refresh your network connection.
  2. Game consoles - you usually must try to launch a game to force the console to our network before registering your device at http://getconnected.oneonta.edu

  3. If you require assistance, please call the Help Desk

    When calling the help desk please make sure to include the following:
    a. Location
    b. Wired or Wireless connection
    c. MAC Address - The address is 6 sets of numbers and letters pairs, like  "00:25:38:b9:e6:d3". The Helpdesk can help you find this if you don't know it
    d. Any error messages you received

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

Cell Phone

When calling the help desk please make sure to include the following:

  1. Open a browser to access the network registration page. Enter your Oneonta username and password to register your device.
  2. Need assistance setting up email on your phone? Check out our documentation pages at http://www.oneonta.edu/its/Documentation.asp or stop in with your phone and we can assist you.

ITS Help Desk contact information:
(607) 436-4567
helpme@oneonta.edu

 

The Helpdesk is located in the Milne Technology Center. Stop in if you have a question or give us a call at x4567. You can also email us at helpme@oneonta.edu or contact us online.