Common Questions
Below are questions and issues we see 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 and talk to us in person and we will be glad to answer any questions at that time.
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 different about the Residential Network (ResNet)?
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?
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.
What kind of computers are supported at Emory?
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 10.5, 10.6, or 10.7 (Leopard, Snow Leopard, & Lion respectively) or Windows Vista or 7.
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?
EmoryUnplugged is the preferred 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, & most mobile devices (phones, PDAs, tablets, etc.) can be found here.
Can I download Microsoft Office from Emory?
Not exactly. Emory's license agreement with Microsoft does not cover student-owned computers. However, you may visit http://emoryss.onthehub.com for heavily discounted downloads of Microsoft Office and many other types of software.
After you purchase and download the software, we can help you troubleshoot any issues during the install or during your use of the software.
Can I use the wireless feature on my printer in my room?
No. Wireless printers are unable to work over the wireless network at Emory University. Even if the printer is wired to your computer (via USB), it will continue to broadcast a 'network.' The network is visible to machines nearby as either a connectible network or device. When a wireless printer is broadcasting wirelessly it can disrupt the wireless experience of yourself and others in the residence halls since it interferes with the wireless internet signals being broadcasted.
In order to ensure an outstanding wireless experience for everyone in your residence hall, we ask 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 our office and our staff will be glad to help. Note: this is the only level of support we offer for personal printers.
You may also utilize Emory's enterprise print service on campus. By using this service, you will not have 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 Residential Network (ResNet)?
The residential network has a few extra security features that are not in use in the academic buildings, such as Network Registration is required and peer-to-peer traffic is disabled.
All devices (desktops, laptops, tablets, smartphones, etc) that are used to get online 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, Firefox, Safari, etc.) in a residence hall you will be redirected to the network registration website. You will need to accept the rules & policies for using the residential network and then you will be prompted to download the Client Assessment Tool (CAT). Note: Currently, only computers running a Windows operating system will be required to run 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 userID and password to register the computer as yours.
Requirements for passing CAT:
- Symantec Endpoint Protection installed (can be downloaded here if you go to a non-residential building on campus)
- Windows Firewall enabled
- Automatic Updates enabled
I have already registered my computer. Why am I still getting redirected?
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 try to be smart and recreate that redirection after you have successfully registered your computer. If this happens to you, 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?
Since all network devices are required to be registered, you will need to follow the same steps as you would for your computer. However, 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 userID 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.
How do I register game systems, DVRs, or other network devices?
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?
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, you can call the UTS Service Desk at 404-727-7777 and they can reset your password over the phone, or you can come to the Student Technology Support office and we can reset the your password while you wait.
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 the current connection and set it up again.
I think my account may have been compromised. What do I do?
Unfortunately, userID & 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 my 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 UTS staff finds out that your account has been compromised, your password will be reset and you will be notified via a phone call/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.
Where do I go to download software that is available to me as a student?
You can go to http://software.emory.edu/express and login using your Emory userID 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 Symantec Endpoint Protection 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://emoryss.onthehub.com to see what software is available to you at a discount.
How can I print to university printers from my computer?
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?
We do not fix hardware issues. We can help diagnose a hardware issue and point you in the best direction to receive proper support for that issue. As of fall 2011, there is an on-campus option for hardware repairs. Bell Techlogix has as 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.
We do not support the use of 3rd party email clients. Students connecting to Learnlink will have to use the FirstClass client (which can be found at http://software.emory.edu/express) and students connecting to Exchange will have to go to http://owa.emory.edu.
Other than the use of BootCamp on Apple computers, we do not support any multi-boot computers.
We cannot offer support for personal printers. If you need assistance with printing, we can assist in setting up your ability to print to printers located in Cox Hall and Woodruff Library.
We will not work on any computers that do not belong to the student. 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.