ACCCeSS Helpdesk

ACCC Satellite Services Helpdesk provides technical support free-of-charge to UIC students, staff and faculty:

• Support for Res-Net, UIC-Wireless, and UNAS connections.
• Connecting to UIC-Wireless:
  • Odyssey client for older Windows and Windows Mobile
  • SecureW2 for Windows Vista
  • Mac OS X 802.1x Client
• Networking (includes bjack) problems and Internet browser issues.
• Adware, spyware, virus, and worm removal.
• Assistance with installation of Symantec AntiVirus, Spybot.
• Windows Update can be performed at the Helpdesk.
• This service is provided free for students, faculty, and staff personal computers. Departmental computers are not supported. For support for departmental computers, please contact micros@uic.edu or call (312) 413-0003 to schedule a service call.

The following support is not provided at the ACCCeSS Helpdesk:

• Installation or upgrade of your operating system, excluding any critical Windows updates.
• Installation, configuration or repair of any hardware other than wireless or ethernet cards.
• Installation, configuration or repair of any software other than software supported by UIC.
• Hardware or software issues related to departmental computers.

Please be aware, the ACCCeSS Helpdesk will not be open for the week of May 12-16.

• ACCCeSS will not be available on days when classes are not held.
• During Summer Semester 2008, ACCCeSS will be closed on May 26 and July 4.

Directions to ACCCeSS

• SCE 401
  750 South Halsted Street
  Chicago, IL 60607
  - This location can be reached by going to the Student Center East and heading to the northern part of the building, referred to as the 'tower', and taking the elevator to the 4th floor. Enter the SCE 401 lab, and head to the back of the lab, where you will see our sign.


• PSR 210
  1933 West Polk
  Chicago IL 60612
  - This location can be reached by going to the Polk Street Residence, found on Polk St. between Wolcott and Damen. Go to the front desk and ask to be let in to go to the ACCCeSS Helpdesk, take the staircase just inside the door up to the second floor, take a left when you enter the second floor, and the ACCCeSS Helpdesk will be the second door on your left.

Please be advised: Clients must remain at the ACCCeSS Helpdesk while consultants are working on your computer. Therefore, please allow ample time in your schedule before coming to the Helpdesk. For suspended users requiring virus scans, etc., the time requirement may be up to and sometimes over 2 hours depending on the severity of the infection.

Before any work is done on a client's machine, the client must fill out and sign an ACCC waiver form.

When you visit the Helpdesk, please have the following items with you:

For desktop computers:

• computer case
• ethernet cable

Keyboard, mouse, monitor or power cable are not needed.

For laptops:

• laptop
• power supply and power cable
• ethernet cable

The following questions can be answered at the ACCCeSS Helpdesk.

• Have you properly setup your computer by following the Res-Net Configuration?
• Are you plugging into the correct black bjack and not the telephone jack?
• Have you tried plugging directly to the wall if you are currently connecting through a switch/hub?
• Did you test another computer on your bjack?
• Does your computer state Network Cable Unplugged located near the time clock in the right corner of your screen?
• Does your computer state Limited or No Connectivity near the time clock?
• Is your Local Area Connection saying Connected?
• Are you receiving an valid IP address?
• Do you receive the login Web page or prompt when you access a Web page?
• After repeated logins, do you receive authentication failure?
• Have you attempted to connect through another web browser or telnet?
• When accessing a Web page, do you receive an excessive amount of advertisement popups?
• Do you receive virus and adware warnings?
• Have you recently received an email stating you were suspended from Res-Net for a virus or excessive bandwidth?

The questions above are a small subset of the support we provide at ACCCeSS helpdesk. Please stop by the ACCCeSS helpdesk and we can attempt to provide a solution for your Res-Net issue. For a list of Frequently Asked Questions regarding Res-Net, please visit the Res-Net FAQ.

Since UIC-Wireless support is provided at ACCCeSS helpdesk, we help with adware, spyware, virus, and worm removal in addition to dealing with UIC-Wireless connection issues. We can help with install/setup/configuration of Symantec Corporate Edition AntiVirus and the following:

• Odyssey for Windows,
• SecureW2 for Windows Vista, and
• 802.1x in Mac OS X.

The following questions can be answered at the ACCCeSS helpdesk.

• Have you properly setup your computer by following the UIC-Wireless configuration?
• Have you installed the Odyssey client and setup the client properly?
• Did you change the login name in Odyssey to your netID?
• Is your wireless radio turned on?
• Is Odyssey connecting to the UIC-Wireless access point?
• Does your computer state Limited or no connectivity near system tray?
• Is your wireless network connection saying connected?
• Are you receiving a valid IP address?
• Do you receive the authentication prompt from Odyssey?
• Does Odyssey say Open and Authenticated with UIC-Wireless and Odyssey icon appear blue?
• If you are having problems with the connection (like authentication errors), have you updated your wireless drivers?
• Does the Odyssey Client icon (in the system tray) appear to be red?
• Have you upgraded to the latest version of Odyssey offered by the ACCC e-Sales site?

The questions above are a small subset of the support we provide at the ACCCeSS Helpdesk. Please stop by and we can attempt to provide a solution for your UIC-Wireless issue. For more information regarding UIC-Wireless, including a list of Frequently Asked Questions, please visit the UIC-Wireless Web site.

Since UNAS support is provided at ACCCeSS helpdesk, we help with adware, spyware, virus, and worm removal in addition to dealing with UNAS connection issues. We can help with install/setup/configure of Symantec Corporate Edition Antivirus.

The following questions can be answered at the ACCCeSS Helpdesk.

• Have you properly setup your computer by following the UNAS configuration?
• Does your computer state Network cable unplugged located near the time clock (lower right corner of your screen)?
• Does your computer state Limited or No Connectivity near the time clock (lower right corner of your screen)?
• Is your Local Area Connection saying Connected?
• Are you receiving an valid IP address?
• Do you receive the login Web page or prompt when you access a Web page?
• After repeated logins, do you receive authentication failure?
• When accessing a Web page, do you receive an excessive amount of advertisement popups?
• Do you receive virus and adware warnings?