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Contact Information

Division of Information Technology
PO Box 1510
Pembroke, NC 28372

Help Desk
Phone:
910.521.6260
Fax:
910.775.4337
Email:
helpdesk@uncp.edu Location: D.F. Lowry Building, Room 110

Main Office
Phone:
910.775.4355
Fax:
910.775.4333
Email:
doit@uncp.edu Location: Carter Hall

Campus Map

 

Help Desk

DoIT

Troubleshooting: Common Issues

ResNet wired connection and authentication
  1. What network cable should I use?
  2. I cannot get the SafeConnect authentication page.
  3. I am trying to use a router, but my computer cannot get a network connection.
  4. I cannot connect to ResNet.
  5. After I moved to a different apartment, I cannot connect to ResNet.
  6. I brought a computer from home. Can DoIT add memory and configure the system?
  7. My computer is running slow and I think there may be a virus on it. Can I get help with that?

 

For additional help, please contact DoIT ResNet Support at 910.522.5710 or come to Livermore Library, room 239.


ResNet connection and registration

1. What network cable should I use?

To connect the system to the wall jack, you have to use an Ethernet cable rated for Category 5, Category 5e, or Category 6 for network use -- do not attempt to use a telephone cord or Category 3 cable.

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2. I cannot get the SafeConnect authentication page.

You must authenticate and install the SafeConnect Policy Key to use the Internet. If, after opening a browser, you are not prompted, try navigating to a non-UNCP page. This should redirect you to the SafeConnect authentication page. For step by step instructions on how to install the Policy Key, click here.

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3. I am trying to use a router, but my computer cannot get a network connection.

In compliance with UNCP policy, students are not allowed to connect any other devices to the network in the dorm (such as wireless routers, hubs, switches, PDAs, etc).  Connecting any of these devices can result in loss of network privileges. Game systems are allowed, but must be enrolled. Click here for information about game system enrollment.

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4. I cannot connect to ResNet.

Please try the following methods:

  • Reboot your Computer
    Many problems will resolve themselves if you restart your computer. If rebooting doesn't work, shut down your computer completely, wait 60 seconds and turn it back on.

  • Check your Ethernet Cable
    If connecting wired, make sure that your Ethernet cable is plugged in securely to both the data jack in the wall and your computer's Ethernet adapter. It is a good idea to just unplug it at both ends and then put it back in.

    Try using a friend's working cable on your computer. If it works, it is likely you just need a new cable.

  • Try Another Data Jack
    Data jacks are not uniform in color or location within rooms, so the jack you have your computer plugged into may be a phone jack rather than a data jack. Locate and try all jacks in the room. If none of them work, then try plugging your computer into a friend’s working data jack using your own Ethernet cable. If it works in the other jack, the problem is likely the jack you were using. Contact ResNet Support at 910.522.5710 to set up an appointment to fix the problem. If you get no connection with your computer in the working data jack, contact ResNet Support to set up an appointment to take the computer and cable to the office in Livermore Library, room 239.

  • Check your IP and MAC Addresses

    • IP address
      An IP address is four numbers separated by periods (i.e., 152.21.50.0). NOTE: The IP address should begin with 152. If it doesn’t, click here for Setting Up Operating Systems.

    • MAC address
      A MAC address is also known as a Physical Address. Find the Physical Address of the Ethernet card for your computer. The address will be six pairs of letters and numbers separated by dashes (i.e., 00-0F-FE-40-99-74).

      Check the IP and MAC addresses by following the steps below:


      Windows Vista and 7 computer

      1. Click on the START button

      2. vista search
        Type CMD in the Search area

      3. A black box will open. At the prompt (usually C:\>) type IPCONFIG/ALL.

    Also see the Step-by-Step sections for Window Vista and Window 7.

  • Check the Device Manager
    If there is a connection with the other computer in your data jack, there may be a problem with your network card. You can check the status of your network card in the Device Manager.

    • Window 7
      1. Start > Control Panel > Hardware and Sound

      2. Under Devices and Printers, select Device Manager

      3. Click the arrow next to Network adapters

    • Vista
      1. Start > Control Panel > System

      2. Select the Device Manager

      3. Click the + next to Network adapters

Please try these troubleshooting steps prior to contacting ResNet Support. UNCP Division of Information Technology is not responsible for student-owned computers. ResNet assistance is limited to network and Internet connectivity issues, including the SafeConnect Policy Key. 

If you still cannot connect to ResNet, please contact DoIT ResNet Support at 910.522.5710 or come to Livermore Library Room 239.

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5. After I moved to a different room, apartment, or housing unit, I cannot connect to ResNet.

Moving from one room, apartment or housing unit to another doesn’t change anything in terms of ResNet registration. Please follow the troubleshooting steps provided for item 4.

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6. I brought a computer from home. Can DoIT add memory and configure the system?

No. DoIT does not support student-owned computers. DoIT provides maintenance and repair services only for university-owned computers. It is your responsibility to maintain your computer system.

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7. My computer is running slow and I think there may be a virus on it. Can I get help with that?

ResNet assistance is limited to network and Internet connectivity issues. DoIT does not remove viruses or malware from student computers. If you don’t have an antivirus, you can download and scan your PC with Microsoft Security Essentials. Click here for free download. The SafeConnect compatible antivirus software list can be found here.

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For additional help, please contact DoIT ResNet Support at 910.522.5710, resnet@uncp.edu or come to Livermore Library, room 239.

 

Updated: Thursday, January 23, 2014

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PO Box 1510 Pembroke, NC 28372-1510 • 910.521.6000