Frequently Asked Questions

Computers on the Spelman Network

01. Q: Why must I conform to the PC/Laptop recommendations for my operating system when installing the ResNet Resource CD?

A: Spelman has identified that we have at least four types of operating systems on campus, which include Windows 2000, Windows XP Home, Windows XP Professions, and Macintosh computers. Each computer may require separate steps for setting up the actual LAN connection.

02 : Q: I was informed that Windows 98 and Windows ME PCs cannot connect to the Spelman’s network. Why? What can I do?

A: You are unable to use Windows 98 and Windows ME PCs on the Spelman LAN for several reasons:
1) Microsoft released Windows 98 in 1997. Most of the software which supports it is outdated and unavailable;
2) most software on the market, including virus protection, is written later OS platforms. As a result, the software is unpredictable if installed on later platforms; and
3) Microsoft is in the process of minimizing support for Windows 2000 and terminating support Windows 98. If you experience problems with your OS, you may not be able to resolve it using Microsoft as a conventional source. Spelman College has a campus license for Windows XP Professional, and you may check the software out from the Help Desk and upgrade your PC. For more information, visit our
PC/Laptop Recommendations

03 : Q: Can I get assistance for installing the ResNet resource software?

A: We offer Help Desk assistance for installing your ResNet resources. We provide easy, user friendly guides and instructional information, and are also available for troubleshooting problems incurred while installing these products. Additionally, we have scheduled a number of ResNet setup sessions. Each session is designed for small group interaction, hands-on setups, and is facilitator-driven. To learn more, contact the Help Desk directly or e-mail support@spelman.edu

04: Q: How do I get a copy of the ResNet Setup Handbook?

A: Media & Information Technology, as well as Spelman College, is moving to a digital (paper-less) environment. We have distributed most of our materials on the Internet for your use and printing. You can download our user guides from the ResNet server or the Spelmanite Web resource area.

05: Q: I am unable to open the handbooks or reference materials. Why?

A: Verify that Adobe Acrobat Reader has been installed on your PC and you are using the latest version of this product. Adobe Acrobat Reader is a free.

06: Q: Why must I setup my computer to authenticate to the Spelman network?

A: In order for us to properly manage the virus protection process, and identify any workstations which present threats to our network, you must authenticate to the Spelman network.

07: Q: The instructions ask me to perform the Microsoft Windows Update (Service Packs), but I do not have access to the Internet. Why is this necessary?

A: These steps are provide so that we can ensure that your computer is fully protected and complete. Some viruses and exploits problems occur on PCs which have not been updated frequently, and cannot be resolved until the latest service pack was installed. Cisco Clean Access will not grant full access to the Spelman network unless you update your Windows Service Packs.

08: Q: I’ve contacted the Help Desk and they have told me that my network port is hot (enabled). However, I still cannot access the Internet. What should I do?

A: Try each of the following steps. If these do not work, contact the Help Desk as soon as possible.

1) Ensure that you have completed the Cisco Clean Access process.

2) Try rebooting your computer and connecting to www.spelman.edu or www.cnn.com.

3) If your roommate has connectivity to the Internet, try plugging your Ethernet cable into her port and rebooting your PC. Afterwards, try to connect to http:www.spelman.edu or http://www.cnn.com

4) If your roommate has connectivity to the Internet, test connectivity using her Ethernet cable in your port. If she can connect to the Internet using your port, your desktop is not setup correctly. If she cannot connect while using your port, then there is a problem with your port (and you should contact the Help Desk with this information).

5) Verify that you have removed all virus protection packages except the Spelman-provided copy of McAfee (or your licensed alternative software) and ensure that you have disabled firewall services or applications.

6) Verify that you do not have Wireless connectivity or Bridging enabled under the LAN connection.

7) Verify that you are “talking” to the Spelman network by:

a. Click Start > Run. The Run window will open.

b. Type Command in the Open window and click OK.

c. Type IPCONFIG /ALL and press Enter.

d. Record the IP Address.

If the IP Address does not begin with 172.17.xxx.xxx:

e. Type IPCONFIG /RELEASE and press Enter.

f. Type IPCONFIG /RENEW and press Enter.

g. Type IPCONFIG /ALL and press Enter.

h. Record the IP Address. If the IP Address does not begin with 172.17.xxx.xxx, verify that your network card is installed properly (and there are no conflicts on this card). If you are still unable to connect, proceed to Step 7.

7) Contact the Help Desk directly on ext. 5400 if you are still unable to access the Internet. You may also elect to bring your laptop or PC over the Help Desk to test connectivity.

09: Q: Can I get assistance for resolving problems other than installing my Desktop Upgrade ResNet setup software?

A: As we do not have enough Help Desk staff to assist you with PC support services, we cannot support your hardware or software issues. However, we may be able to facilitate the support process by providing helpful tips & tricks on the Spelmanite Web under the Virtual Help Desk

If you are unable to resolve your problems, we can also supply you with a list of recommended computer servicing companies .

10: Q: Why did the ResNet setup steps change over the course of the year?

A: As we do not have control over your PCs, we are not able to plan for each event. We have attempted to keep the steps as up-to-date as possible, and have provided an updated version of these steps on the Web.

11: Q : I am having trouble connecting my wireless laptop to Spelman’s network. What should I do?

A: We have created a helpful web resource for you here [Links to: http://www.spelman.edu/administration/media/pdf/wireless.pdf]. This guide include setup and troubleshooting tips and tricks. You can also contact the Help Desk directly on ext. 5400 ( help@spelman.edu). We have also prepared helpful
Wireless Guidelines

Support Services

12. Q: What PC Services does MIT Support?

A: MIT offers support with installing your ResNet software and facilitates with resolving viruses on your PC.

13. Q: I contacted the Help Desk and was referred to outside technical support. What services should I seek outside support for?

A: You should solicit support services for:

Troubleshooting hardware problems, including problems with Ethernet card
Troubleshooting software problems which are not related to the ResNet setup process
AOL or Yahoo connectivity issues
Windows Operating System installations
Wireless network cards or wireless devices

Access the vendor list we have developed.

14. Q: Which applications does the Help Desk NOT support?

A: We do not support the installation of or issues with the following applications:

Instant messengers and chats
KazaA or any other download or music managers
Firewalls and Network Bridges
Virus protection software other than the Spelman-provided version of McAfee VirusScan
Popup Stoppers

15. Q: What does Spelman recommend?

A: We have provided a list of PC/Laptop Recommendations for you.

16.Q : What does MIT not support?

A: MIT does not support:

Hardware repairs, including wireless network cards or wireless devices
Software installations or problems which are not related to the ResNet setup process
AOL or Yahoo connectivity issues
Instant messengers and chats
Kazaa or any other download or music managers
Firewalls, Network Bridges, or Routers
Virus protection software other than the Spelman-provided version of McAfee VirusScan

17. Q: There's not enough support in the dorms. Why?

A: Currently we have limited staff available to assist the ResNet setup process. Therefore, you must contact the Help Desk directly to schedule any support services in your room. Our support is limited to getting you connected to the network , and troubleshooting damaged ports.

Virus Protection

18. Q: I’ve purchased and installed a personal version of virus protection software and Spelman is requiring that I install an OLDER copy McAfee. Why must I remove my protection?

A: McAfee has several different versions of its VirusScan product. The version that Spelman provides is the corporate edition, which will allow us to centrally manage all updates (DAT files software engine updates). The consumer version will not allow us to complete this task (even though the home version may be a later released version for McAfee). The corporate edition which Spelman supports is the most current and complete version of the McAfee product.

19. Q: How to uninstall other anti-virus software on my PC?

A: On most platforms, open Add/Remove Programs in the Control Panel, locate the application to be removed, and click the Remove.

20. Q: Who’s responsible for reconfiguring my PC after I install Mcafee and my system crashes?

A: Each situation is different. For instance, if you are having problems because you did not uninstall all virus protection packages and reinstall the corporate version of McAfee, you will need to resolve this (multiple packages cannot run adequately simultaneously). The Help Desk does not offer support services to students.

21. Q: What could cause an adverse impact the performance of my PC?

A: There are many things which can adversely impact your PC, however, the greatest problems which we have experienced are viruses and spam-related issues.

22. Q: I don’t think I have a virus, but I’m not sure. How could my PC become infected?

A: Your computer can be infected with viruses from:

Online chat engines (such as AOL Instant Messenger, MSNIM, YahooIM)
Downloading music, data files and applications
Opening email attachments that are infected with viruses (even if they are from known sources)
Browsing to unsecure web sites

23. Q: I’ve received an email message from a friend which has an attachment. What should I do?

A: If you are familiar with the sender AND you are expecting the attachment, we recommend that you detach this message and scan it for viruses prior to opening the message. If you receive a message from an unknown sender, delete the message without opening the attachment. Additionally, the newer virus writers are spoofing legitimate addresses, such as support@spelman.edu. If you receive one of these messages, contact the Help Desk prior to launching the message. Spelman will typically send text messages or links to an internal Web server, instead of sending email with attachments.

24. Q: I scanned my PC and realized that I have a number of viruses on files which were downloaded to my Temporary Internet folder. Why?

A: By virtue of using the Internet, files are automatically downloaded to your local PC. If the server you were browsing on is infected with viruses, these files will download infected, as well.

25. Q: What viruses does Stinger fix?

A: You can search for information on Stinger on McAfee’s web site (http://www.mcafee.com).

26. Q: Why does Spelman NOT have a firewall?

A: Spelman does have a firewall, however, viruses and spam issues are very complicated and constantly changing. As technology improves, so does the efforts of those who write malicious code. Spelman is putting other resources in place to better monitor and maintain the integrity of our systems and the setup process, and we appreciate your patience during this process. There is no fool-proof protection against malicious intrusion, so you must follow the steps outlined in our handbooks to minimize problems on your PC.

E-mail

27. Q: What can I do if I cannot access E-mail (iNotes) or log on to the Spelman network (SC_Student) in the labs?

A: Contact the Help Desk on ext. 5400 (or help@spelman.edu) directly when you detect problems. Most of the time, resolution is extremely easy.

28. Q: I have an URGENT Help Desk issue and understand that I can reach the Help Desk by email. Is this OK?

A: Although you can reach the Help Desk at help@spelman.edu, priority calls (urgent issues) should be called in directly to the Help Desk (ext. 5400). Let us know that this is an urgent call when contacting us, so that we can give you immediate assistance. For non-immediate needs, use our convenient email address.

29. Q: How long will my email account remain active after I have left Spelman?

A: Once you graduate or leave Spelman, your account is terminated. Your account may also be subject to de-activated if your fees are paid late. Once your fees are paid, contact the Help Desk to restore your account. If your account has been re-enabled, we may not be able to restore all of your email messages.

Lab Operations/Go Print

30. Q : How do I handle printing for my student organization/club?

A: Your Student Responsible Printing account is for your personal academic use. You will not be reimbursed for non-personal printing. We recommend that you work directly with your student organization/club to determine their resource availabilities and policies for printing

31. Q: Can I be reimbursed for accidental print jobs?

A: No, you cannot receive reimbursement for print jobs you accidentally released to the printer.

32. Q: Can I be reimbursed for misprint jobs that are due to printer malfunction?

A: Yes, take the misprinted job to the lab monitor and request that he/she complete a print refund form. The form will be submitted to the lab operations manager and upon review your account balance will be credited.

33. Q: Can I find out how my page balance/allowance for my responsible printing account?

A: Yes, go to printing allowance. This link will take you to the Spelman GoPrint log-in page. Enter your user name and password. Your GoPrint profile will be displayed. The number indicating your printing balance will be shown in the allowance field.

Banner Services

34. Q: How do I login to the Banner system?

A: To login to the Banner system, navigate to the Spelman homepage and click the Enter Secure Area link.

35. Q: How do I update information in Banner?

A: To update addresses, contact information or marital status; review name or social security number change information; change your PIN; Customize your directory profile, choose the Personal Information link.

36. Q: How do I locate classmates, communicate with my career advisor, search jobs, access on-line giving, and volunteer in Banner?

A: To locate class mates, communicate with your career advisor, search job postings, access on-line giving, and volunteer option by choosing the Alumni and Friends link.

37. Q: How do I apply for admissions, register for class, add or drop classes, view my academic and financial aid records in Banner?

A: To apply for admissions, register for class, add or drop classes, view your academic and financial aid records by selecting the Student & Financial Aid link.

38. Q: How do I access WebCT help, research tools, and discussion options in Banner?

A: To access WebCT help, research tools, and discussion options by choosing WebCT.com, The Learning Hub.

39. Q: How do I view holds, grades, transcripts and account summary information in Banner?

A: To view holds, grades, transcripts and account summary information, select the Student Records option and click the desired link.

40. Q: How do I view course and academic information, such as declared major and academic advisor in Banner?

A: To view course and academic information, such as declared major and academic advisor, choose Student Information.