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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

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Help Desk

DoIT

Troubleshooting: Common Issues

ResNet connection and registration
  1. What network cable should I use?
  2. I cannot get the SafeConnect web portal?
  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 910.521.6846 or 910.522.5710, or come to the Livermore Library Room 239. You may also contact the DoIT Help Desk at 910.521.6260 or helpdesk@uncp.edu.

ResNet connection and registration

1. What network cable should I use?

You have to use an Ethernet cable to connect your Ethernet adapter to the wall jack. Use only cables rated for Category 5, Category 5e, or Category 6 for network use -- do not attempt to use a telephone cord or Category 3 cable with your Ethernet adapter.


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2. I cannot get the SafeConnect web portal?

Your computer must have the SafeConnect client or "proccess key" to access the internet. If you are not prompted by the system try naviagting to a page outside of the UNCP network. (Such as this address: http://www.google.com) This should redirect you to the capture page. For step by step instructions on how to install the client or "proccess key" see 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. Gaming stations are allowed if they are registered with DoIT using the ResNet Game System Form. Click here to read more about the UNCP game systems.

 

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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
    Make sure that your Ethernet cable is plugged in securely to both the data jack and your 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 910.521.6846 or 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 152.21. 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 that you are using to connect to ResNet. 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:

      XP computer:

      1. Click on the START button
      2. Click on RUN
      3. Type CMD in the OPEN box
      4. A black box will open. At the prompt (usually C:\>) type IPCONFIG/ALL.


    Also see Step-by-Step: Windows XP Setup .


    Vista and 7

      1. Click on the START button
      2. vista search
        Type CMD in the Start 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

    • Windows XP
      1. Start > Settings > Control Panel > System
      2. Select the Hardware tab
      3. Select the Device Manager button
      4. Click the + next to Network adapters

Please try to fix computer problems before accessing ResNet Support. UNCP DoIT is not responsible for student-owned computers. ResNet assistance is limited to network and Internet connectivity issues, Cisco NAC. 

If you still cannot connect to ResNet, please contact DoIT ResNet Support at 910.521.6846 or 910.522.5710 or come to the Livermore Library Room 239. You may also contact the DoIT Help Desk at 910.521.6260 or helpdesk@uncp.edu.

 

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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 matter in terms of ResNet registration or connection. 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 a student-owned computer. 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, including the Cisco NAC agent. DoIT does not remove viruses or malware from student computers. If you don’t have an antivirus, you can download and scan your computer with Microsoft Security Essentials. Click here for free download.

 

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For additional help, please contact DoIT ResNet Support at 910.521.6846 or 910.522.5710 or come to the Livermore Library, room 239. You may also contact the DoIT Help Desk at 910.521.6260 or helpdesk@uncp.edu.

 

Updated: Tuesday, March 5, 2013

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