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Contact Information

Division of Information Technology
PO Box 1510
Pembroke, NC 28372

Help Desk
Phone: 910.521.6260
Fax: 910.775.4360
Email: helpdesk@uncp.edu Location: D.F. Lowry Building, Room 110

Main Office
Phone: 910.775.4340
Fax: 910.775.4337
Email: doit@uncp.edu Location: Carter Hall

Campus Map

 

Help Desk

DoIT

Troubleshooting: Common Issues

ResNet connection and registration
  1. What network cable should I use?
  2. I cannot connect to ResNet.
  3. After I moved to a different apartment, I cannot connect to ResNet.
  4. I brought a computer from home. Can DoIT add memory and configure the system?

Clean Access

  1. I use a Macintosh computer. How can I install Clean Access?
  2. I get a revocation error message while logging into Clean Access.
  3. I am having trouble with Clean Access. It does not seem to be running properly.

 

For additional help, please 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 or Category 5e for network use -- do not attempt to use a telephone cord or Category 3 cable with your Ethernet adapter.

The images below show the difference between Ethernet cables and phone cables. The plug of the Ethernet cable is about four millimeters and 1/8 inches wider than the phone-cable plug. An Ethernet cable also has eight wires while a phone cable only has four or sometimes two.

Ethernet Cable

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

  • Try Another Data Jack (if possible)
    If you have more than one data jack in your room, try plugging your computer into a different one. If it works in the other jack the problem is likely the jack you were using. Contact ResNet and we will fix it. Try another computer that has been registered in the same dorm or apartment on the data jack you were using. If it works, then the problem is not the jack.

    If you are in University Courtyard please make sure that you are plugged into the right Adapter. It is the one with the phone adapter beside it. The one by it self is the extra phone jack.

  • Check your IP and MAC Addresses
    • IP address

      An IP address is four numbers separated by periods (i.e., 152.21.50.0).NOTE: A unique IP address is assigned to each residence hall and apartment. Please contact DoIT Help Desk at 910.521.6260 or helpdesk@uncp.edu to get the address of your location.

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

    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).


    2000 or XP computer:

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


    Also see the Configuring TCP/IP section of Windows 2000, Windows XP.


    Vista

      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 Configuring TCP/IP section of Vista.


  • Check the Device Manager
    If there is a connection with that computer, there may be a problem with your network card. You can check the status of your network card in the Device Manager.
    • Windows XP/2000
      1. Start > Settings > Control Panel > System
      2. Select the Hardware tab
      3. Select the Device Manager button
      4. Click the + next to Network adapters

    • Vista
      1. Start > Control Panel > System
      2. Select the Device Manager
      3. Click the + next to Network adapters

Please try to fix a problem before accessing ResNet. UNCP DoIT is not responsible for student-owned computers.

For you still cannot connect to ResNet, please contact the DoIT Help Desk at 910.521.6260 or helpdesk@uncp.edu.

 

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3. After I moved to a different apartment, I cannot connect to ResNet.

You have to unregister at the old location and re-register at the new location immediately. Please contact the DoIT Help Desk at 521-6260 or helpdesk@uncp.edu and provide the following information.

    1. Your name
    2. Your e-mail address
    3. MAC address (See the instructions above)
    4. You old and new locations

You will be notified when this process is completed.

 

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4. 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 for only university-owned computers. It is your responsibility to maintain your computer system

 

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Clean Access

1. I use a Macintosh computer. How can I install Clean Access?

You do not need Clean Access. All you have to do is to connect and register for a ResNet account.

 

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2. I get a revocation error message while logging into Clean Access.

While logging into Clean Access, if you get an Alert message -- Revocation information for the security certificate for this site is not available. Do you want to proceed? -- please click here to follow the revocation steps.

 

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3. I am having trouble with Clean Access. It does not seem to be running properly.

Uninstall the Clean Access Agent by following the steps below:

  1. Go to Add or Remove Programs in the Control Panel  
  2. Open a Web browser
  3. Go to http://152.21.100.1 to register your computer
  4. Restart your computer
  5. Open your Web browser and download the Clean Access Agent

If you can’t run the installation, you must configure your firewall to allow Clean Access to run. If the Clean Access login window does not appear or you are not able to use the Internet, follow the steps below:

  1. Right click on the Clean Access icon icon
  2. Select Popup Login Window
  3. If Login is grayed out, check the network connection

 

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For additional help, please contact the DoIT Help Desk at 910.521.6260 or helpdesk@uncp.edu.

 

Updated: Friday, August 1, 2008

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