ACCCeSS Helpdesk

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

• Support for UIC-Wireless, Res-Net, and UNAS connections.
• Connecting to UIC-Wireless:
  • SecureW2 for Windows XP/Vista
  • Mac OS X 802.1x Client
  • SecureW2 for Windows Mobile
• 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.

Fall Semester: Running from August 25 through December 12, 2008

• ACCCeSS will not be available on days when classes are not held.
• During Fall Semester 2008, ACCCeSS will be closed on September 1 and November 27-28.

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.

There are currently some issues pertaining to those with x64 versions of XP and Vista. To determine whether you have an x64 version of XP or Vista, click on Start (Windows icon for Vista), go to My Computer (just Computer for Vista), right click on that and select Properties from the menu. In the resulting window, there will be information about your machine. If you have an x64 version of XP, it will say Microsoft Windows XP Professional x64 Edition. For Vista, there will be a line that is labeled System Type, and it will say 64-bit Operating System.

Here are the current issues for x64 users:

1. The Pharos popup client will not install, it's not compatible with x64. This means you will be unable to print to ACCC labs from your laptop or dorm room. We apologize for this inconvenience, and are looking to rectify this in the next release of the Pharos client.
2. x64 versions of Windows need to use a different installer for Symantec Endpoint Protection. It is posted on the e-Sales website and is available for download.

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

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 Endpoint Protection and the following:

• SecureW2 for Windows XP/Vista
• 802.1x in Mac OS X
• Odyssey for Windows Mobile

The following issues can be addressed at the ACCCeSS helpdesk.

• Have you properly setup your computer by following the UIC-Wireless configuration?
• Have you installed the SecureW2 and setup the client properly?
• Did you use the correct login information in SecureW2?
• Is your wireless radio turned on?
• 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 SecureW2?
• Does the Wireless icon in the system tray show Connected to UIC-Wireless?
• If you are having problems with the connection (like authentication errors), have you updated your wireless drivers?
• Have you upgraded to the latest version of SecureW2 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.

Res-Net website

Please review the following list for troubleshooting tips for your wired Res-Net connection before visiting 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?
• For a list of Frequently Asked Questions regarding Res-Net, please visit the Res-Net FAQ

The questions above may be asked when obtaining support via our helpdesk phone support @ 3-0003 or at the ACCCeSS helpdesk, so please be prepared! If you are unable to resolve the issue, you will be directed or should visit the ACCCeSS helpdesk, see above for details.

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 Endpoint Protection.

The following issues can be addressed 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?

To determine your IP Address, follow these instructions:

• Windows 2000/XP/Vista
1. Click Start, then Run. Type in 'cmd' and hit Enter.
2. When the Command Prompt window loads, type 'ipconfig' and hit Enter.
3. You should see a printout that looks something like this:
   Ethernet adapter Local Area Connection:
   Connection-specific DNS Suffix . :
   Link-local IPv6 Address . . . . . : XXXX::XXXX:XXXX:XXXX:XXXXX
   IPv4 Address. . . . . . . . . . . : XXX.XXX.XXX.XXX
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Default Gateway . . . . . . . . . : XXX.XXX.XXX.XXX
4. Your IP Address is the number that is in the line that reads either IP Address or IPv4 Address, depending on what version of Windows you are running.
• Apple OS X
1. Open the Apple menu by clicking on the Apple icon in the top left corner of your screen.
2. Click on System Preferences, and then on Network when the System Preferences window loads.
3. Click on either Ethernet (if you are connected via a wire) or AirPort (if you are connected wirelessly)
4. For Ethernet, next to Status on the right side of the window, you will see "Ethernet is currently active and has the IP Address XXX.XXX.XXX.XXX.
   For AirPort, click on Advanced on the lower right part of the window then click on TCP/IP tab, and your IP address will be listed next to IPv4 Address.