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Common Questions

Below are questions and issues asked about in the Student Technology Support office on a regular basis. If you are having a problem, read below and see if the information provided can help.

If the information below does not answer your question(s), please feel free to come talk to an Student Tech Support staff person.

How do I connect to Emory's network in my residence hall?

What kind of computers are supported at Emory?

What is EmoryUnplugged and how do I connect to it?

Can I download Microsoft Office from Emory?

Can I use the wireless feature on my printer in my room?

What is the difference between the academic network and residential network (ResNet)?

What is Network Registration?

I have already registered my computer. Why am I still getting redirected?

How do I register a mobile phone or device?

How do I register game systems, DVRs, or other network devices?

Why can’t I log into university services like OPUS, BlackBoard, and Email?

I think my account may have been compromised. What do I do?

Where do I go to download software that is available to me as a student?

How can I print to university printers from my computer?

What does the Student Technology Support office NOT support?

 

 

How do I connect to Emory's network in my residence hall? Return to Top

You will need to first connect to EmoryUnplugged. Once connected, when you open a web browser, you will be be automatically redirected to a site that will walk you through the Network Registration process. This process on every device you wish to use wirelessly in a residence hall. This includes smartphones, tablets, e-readers, etc..

What kind of computers are supported at Emory? Return to Top

Emory does not require laptop ownership, but the majority of students do come to campus with a laptop and take advantage of Emory's wireless network: EmoryUnplugged. The Student Technology Support office will work on computers running Mac OS 10.6, 10.7, or 10.8 (Snow Leopard, Lion, & Mountain Lion respectively) as well as Windows Vista, 7, & 8.

The Student Technology Support office will also help you get tablets and smartphones connected to EmoryUnplugged, but not all of these devices support the encryption level used by Emory's network.

What is EmoryUnplugged and how do I connect to it? Return to Top

EmoryUnplugged is the preferred campus-wide WPA2-Enterprise wireless network for the Emory community. Only members of the Emory community who have a valid userID & password will be able to connect to EmoryUnplugged.

Directions for connecting to EmoryUnplugged for Windows, MacOS, Linux, and most mobile devices (phones, PDAs, tablets, etc.) can be found here.

Can I download Microsoft Office from Emory? Return to Top

No. Emory does not provide licenses for Microsoft Office to students. However, Microsoft does offer a discounted version of Office 365 for university students that can be downloaded from their website: http://office.microsoft.com/en-us/university/.

Office 365 is a subscription, that when purchased from the link above will be good for 2 computers (Mac or Windows) for 4 years.

After you purchase and download the software, Student Technology Support can help troubleshoot any installation or usage issues.

Can I use the wireless feature on my printer in my room? Return to Top

No. Wireless printers are unable to work over the wireless network at Emory University. In fact, even if the printer is wired to your computer (via USB), it may continue to broadcast a 'network.' This network is visible to machines nearby as either a connectible network or device. When a printer is broadcasting wirelessly it interferes with the wireless signal broadcast by other devices. As a result, wireless printers can disrupt your and others wireless experiences in residence halls since they interfere with the wireless signals for EmoryUnplugged, and DooleyNet.

In order to ensure an outstanding wireless experience for everyone in your residence hall, University Technology Services asks that you disable the wireless connectivity of any wireless printers in your room. While directions will differ among different manufacturers and models, this can usually be done by opening the printer settings or clicking the wireless button on the printer and disabling it through an interface. If you experience any problems when disabling the wireless on your printer, you may come to the Student Technology Support office and the staff will be glad to help.

Note: this is the only level of support offered for personal printers.

You may also utilize Emory's enterprise print service on campus. By using this service, you will not have to worry about the issues that come with ownership of a printer, such as the initial cost of the printer, the paper, and the high cost of replacement toner cartridges. You only pay for the pages you actually print.

What is different about the academic network and residential network (ResNet)? Return to Top

The residential network has a few extra security requirements that are not required in the academic buildings. The connection to EmoryUnplugged is the same, but computers will not be allowed to access the internet until they complete the Network Registration process. This process will check to make sure your computer meets the security requirements before allowing your computer access to the internet. All computers must have Automatic Updates enabled and the Firewall turned on. Computers running Windows must also have Emory's anti-virus solution (McAfee) installed.

DooleyNet is also available within ResNet to allow internet access to entertainment devices and other devices that do not support the WPA2-Enterprise authentication required for EmoryUnplugged.

What is Network Registration? Return to Top

All devices (desktops, laptops, tablets, smartphones, etc) that are used to get online via EmoryUnplugged in the residence halls will have to go through network registration. This ensures that everyone who connects in the residential network meets a certain level of computer security.

The first time you open a web browser (such as Internet Explorer, Chrome, Firefox, Safari, etc.) in a residence hall you will be redirected to the network registration website. If your device doesn't automatically redirect you, manually navigate to https://netreg.service.emory.edu/. You will need to accept the rules & policies for using the residential network. Non-Windows devices will need to enter their Emory NetID and Password and follow the directions on the following page.

If you are using a device running Windows you will then be prompted to download the Client Assessment Tool (CAT). Once downloaded, you will need to run CAT. It will run a quick scan on your computer to verify that your device meets the security requirements for getting online in the residence halls. See below for a list of requirements.

When CAT has completed you will be sent to a site where you will enter your Emory NetID and password to register the computer as yours.

Requirements for passing CAT:

I have already registered my computer. Why am I still getting redirected? Return to Top

You might need to clear your web browser’s cache. For general directions on how to do this click here. After being redirected to go through the network registration process, a number of web browsers will remember what happened and continue redirecting after you have successfully registered your computer. If this happens, try navigating to a website that has not recently been visited and see if you get redirected as before. If you do not get redirected, you will need to clear your web browser's cache. If you continue to get redirected, you may want to wait a few minutes and try again or bring your computer to the Student Technology Support office and we will help you through this process.

How do I register a mobile phone or device? Return to Top

Since all network devices are required to be registered, you will need to follow the same steps as you would for your computer. However, many mobile devices don't automatically redirect you to register; manually open your web browser and navigate to https://netreg.service.emory.edu/. When on a mobile device, you should not be asked to download and run CAT. Instead, you'll be sent to the final registration page and asked to enter your Emory NetID and Password to register the device as yours. Note: You may want to temporarily disable other network options for your device (cellular data like 3G, 4G, etc) to force your device to use the wireless capability.

If you continue to experience problems registering your mobile device, the Student Technology Support office can manually register the deivce for you.

How do I register game systems, DVRs, or other network devices? Return to Top

Gaming systems and other network devices that do not have a standard web browser will have to be manually registered at the Student Technology Support office. You will need to bring the game system/device, power & video cables, and controller/remote control. 

Why can’t I log into university services like OPUS, BlackBoard, and Email? Return to Top

If you are ever unable to log into university services such as OPUS, BlackBoard, or Email, there might be an issue with how your password is synced. To fix this you can try going to http://enid.emory.edu/myaccount. Here you can log in and reset your password. If you are unable to log in at this site, call the UTS Service Desk at 404-727-7777 and they can reset your password over the phone.

Note: If you have to change your password, you will need to update the saved password for all of your devices that connect to EmoryUnplugged. The easiest way to do this will usually be to remove/forget the current connection and set it up again. Failure to change all devices could lock your account again after one fails to connect to EmoryUnplugged or your email too many times.

I think my account may have been compromised. What do I do? Return to Top

Unfortunately, NetID & password information can be stolen by individuals who intend to use it maliciously. One of the most common ways this happens is by getting you to respond to a phishing attempt. If you believe that you may have responded to a phishing attempt, go to http://enid.emory.edu/myaccount immediately and change your password to something different.

If Emory University's Security team detects that your account has been compromised, your password will be reset and you will be notified via a phone call or message (if possible).

Note: If you have to change your password, you will need to update the saved password for all of your devices that connect to EmoryUnplugged. The easiest way to do this is to remove the current connection and set it up again. Failure to change all devices could lock your account again after one fails to connect to EmoryUnplugged or your email too many times.

Where do I go to download software that is available to me as a student? Return to Top

You can go to http://software.emory.edu/express and login using your Emory NetID and password. You will see a Mac OS software section and a Windows software section. Follow the links on the right side of the page to download the software you want to install.

At this site, you will be able to download McAfee for anti-virus software, FirstClass for connecting to LearnLink, Endnote for bibliographic content, automated setup tools for EmoryUnplugged, as well as a number of other programs that you may or may not need.

You may also go to http://www.academicsuperstore.com/ to see what software is available to you at a discount.

How can I print to university printers from my computer? Return to Top

You can go to http://it.emory.edu/printing and follow the directions on that site. If you have any trouble setting this up, the Student Technology Support staff can help you.

What does the Student Technology Support office NOT support? Return to Top

Student Tech Support does not fix hardware issues. Student Tech Support can, however, help diagnose a hardware issue and point you in the best direction to receive proper support. As of fall 2011, there is an on-campus option for hardware repairs. Bell Techlogix has an office on the second floor of the Barnes & Noble Bookstore in the Oxford Road building. Please visit their website for more information on their services and pricing.

Student Tech Support does not support the use of 3rd party email applications. Students connecting to Exchange should connect via http://owa.emory.edu; students connecting to Office 365 need to go to http://email.emory.edu.

Other than the use of BootCamp on Apple computers, Student Tech Support does not support any multi-boot computers.

Student Tech Support cannot offer support for personal printers. If you need assistance with printing, Student Tech Support can assist in setting up printing to Emory printers located in Cox Hall, Woodruff Library, the DUC, the SAAC lab and other computers labs across campus.

Student Tech Support will not work on any computers that do not belong to the student bringing it in for support. Students who are found to have abused this service by bringing in computers owned by someone else may be turned in to the Office of Student Conduct.