Getting Help
Students Frequently Asked Questions
Getting Help
| FAQs | Contact Jeff IT
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General FAQs – Campus Key – Jeff IT Support – Systems Status – Computer Info |
– JeffMail – JeffShare – JeffWireless | – Service Requests – Network Registration – Gmail |
What kind of IT support is available for students?
There are many ways to get IT support here at Jefferson:
- You can call Jeff IT at (215) 503-7600 to speak with a support representative.
- You can fill out a Service Request form.
- You can contact the staff of the Learning Resource Centers by phone at (215) 503-8407 or by email at LRC@lists.jefferson.edu, for individual assistance with general research and productivity software, including support using computer-assisted instruction and email programs.
How do I know if any IT systems, networks, or services are down?
To see uptime status of key systems and services visit the System Status page.
What do I do if I'm having trouble accessing the student email or Pulse pages even though my wireless connection seems to be functioning properly?
Call Jeff IT at (215) 503-7600
Do I need to bring a computer on campus?
Students are not required to bring a computer on campus. We have computer labs and the library is open 24/7 with computers available for all students & faculty. Most students do choose to bring their own computers for convenience.
What are the recommendations for a new computer?
Recommended Minimum Configurations for New Laptop Systems
| Windows | Mac OS | ||
| Hardware | Processor | Core 2 Duo T5750 or higher (2.00GHz) | Core 2 Duo (2.1 GHz) or higher |
| Memory Ram | 2.0 GB | 2.0 GB | |
| Hard Drive | 160 GB | 120 GB | |
| Graphics | Built-in video card | Built-in video card | |
| Sound | Built-in audio & speaker | Built-in audio & speaker | |
| Miscellaneous | DVD±R/CD-RW drive | DVD±R/CD-RW drive | |
| Network Connection | 10/100/1000BaseT Ethernet | 10/100/1000BaseT Ethernet | |
| Wireless Network Connection | Built-in Wireless A/G/N Network Card (Intel Preferred) | Built-in Airport Exterme Card | |
| Recommended Operating Systems | Windows 7 or higher | Mac OS X 10.6 or higher | |
| Antivirus / Anti-spyware with current updated license | |||
Can I order a computer through the University?
Yes, you can purchase a new computer through the University, a discount on Dell and Apple PCs is available to all TJU students.
Do I need Antivirus & Antispyware software?
We can't stress enough the need for antivirus and antispyware software. Viruses and spyware target a machine with the intent of stealing information, making computers inoperable, or disrupting the network.
How do I get set up with wireless network access?
You can either try to configure your PC yourself for wireless following the instructions in the Wireless Network Section, or schedule an appointment with Jeff IT, located on the 20th floor of the Edison building by calling us at (215) 503-7600.
What do I need to get on to the wireless network?
You need:
- Campus Key – Everyone with the University/Hospital has a campus key. If you do not have a Campus Key, please speak to the Registrars Office, or your program manager. NOTE: Jeff IT does not supply temporary or permanent Campus Keys.
- Either a PC or Macintosh computer.
- Wireless card. More info on cards.
What if after I install the card myself I cannot get connected to the wireless network?
Call us at (215) 503-7600 explaining that you installed the card yourself and it is not working. We will set up an appointment for you to visit us on the 20th floor of the Edison Building located at 130 South 9th Street.
Can I use my Macintosh on the wireless network?
Yes.
Where is wireless coverage available on campus? (By Fall 2011)
Barringer, Martin & Orlowitz — full coverage
Bluemle — full coverage
College/Curtis — Auditoriums, 2nd floor
Edison — floors: 7, 11, 18 – 20
Hamilton — full coverage
Jefferson Alumni Hall — basement, 1st floor, Mezzanine & Auditorium,
rooms: 207, 307, 407 & 509
Jefferson Hospital for Neurosciences — floors: 2, 4
Scott — floors: 1 thru 4
Can my video game console connect to the Internet through wireless network?
At this time, none of the mainstream video game consoles from Nintendo, Sony, and Microsoft are compatible with Jefferson's wireless network. The student network is for educational and research purposes only.
Can my PDA connect to wireless network?
Jeff IT currently does not support PDA's on the wireless network.
When I get configured for wireless on campus, will I stop connecting wireless elsewhere?
No. Jeff IT does not lock down your wireless to just our network. On occasion we upgrade the version of your wireless software and with some software the profile(s) do not "carry" over. This requires a re-setup some of your wireless connections. Connecting to Jeff Wireless does not prohibit your abilities to connect everywhere else.
My wireless connection stopped working. What can I do to fix the problem?
Don't panic. Let's run thru the troubleshooting checklist first:
- Did you restart your computer? If a computer is on standby for a long time or if some system processes freezes it might affect the software controlling your wireless card. A simple restart would fix that.
- Did you change your password recently? (JeffMail, Pulse, library computers are all affected by a password change) If you did change your password, did you enter the new password in your wireless software?
- Did your status as a student change? If for any reason your account is on hold at the registrar's office, your account status will be "frozen" until the situation is cleared up with the registrar's office. Jeff IT does not have the authorization to reactivate your account. Contact the registrar's office to discuss the reactivation of your account.
- Did you recently get employed by the University/Hospital? When you are employed by the University/Hospital your access changes. You are given additional rights to access the University/Hospital system. Please reset your password to ensure all your account passwords are in sync.
- Are other people around you affected as well? If people around you are affected and their wireless stops working we might be experiencing some network issues, please call Jeff IT at 215-503-7600 to let us know.
As always, Jeff IT thanks you for your patience and we will try to remedy the issue as soon as possible.
How do I access JeffMail via the internet?
You can go directly to https://jeffmail.jefferson.edu/
How do I configure Outlook 2003 for JeffMail?
Please check
Configuration Settings Matrix for GMail
How do I access JeffShare from home?
The web address for outside access to your drive is: http://jeffshare.jefferson.edu. Use your normal campus key and password to gain access (the same that you use to access Pulse).
I have deleted file from my jeffshare but I still get a disk space error.
Jeffshare uses a folder called Trash. This acts like the Recycle Bin on your desktop. When you delete files they are moved to this folder not deleted. You will need to go into this folder and delete the files a second time to actually clear them. Note: All files in this folder DO COUNT AGAINST YOUR QUOTA.
If I accidentally deleted a file from JeffShare is there any way to restore it?
In your JeffShare drive there is trash folder, all your deleted items gets moved there by default. You can move it back and restore deleted data from the trash folder. If you delete items from your trash folder Jeff IT does not support any data recovery from that point. JeffShare should never be your primary backup location.
How do I open a service request?
There are two ways you can request IT services:
- You can call the Jeff IT Service Desk.
- Or you can open a service request yourself.
What information should I provide?
Always provide your Campus Key.
You should also provide the best number to contact you, a general office number not
usually the best method for contact. You should also provided the location of
where the device having the issue resides. Many times tickets are opened by clients
for others in different locations. The more info the better.
I have opened a service request, what happens next?
You will be contacted by a Jeff IT service desk analyst who will make every attempt to resolve your problem remotely.
Why do we need to register our PC's?
In today’s computing environment, virus and network attacks are rampant. Network security is essential to maintaining a "healthy" network for everyone. All faculty and staff already register their PC's on the network. By requiring users to validate to our network, we will be better equipped to protect our Network users of any malicious attacks.
When must I register?
Starting December 28th at 6am you will be required to self register your PC to access the network. This will simply require that you enter your campus key and password. Afterwards you will be automatically prompted to re-register every June 30th and December 31st.
What devices must be registered?
Currently only PC's and Apple computers are permitted and supported on the Jeff Network. Please refer to the Jeff Network Access Agreement.
What is the computer's "MAC address"?
The "MAC address" is a unique number that is burned into your computer's network interface by the manufacturer. It is short for Media Access Control address, and is what we use to identify your computer when you register it. It is made up of 6 groups of two hexadecimal digits separated by hyphens or colons (for example: 12-34-56-78-90-ab). Each network interface device or card (wired or wireless) needs to be registered.
What happens after registering the device?
After registering your device the MAC address is associated with your campus key. Should there be a security problem with your computer, Jeff IT will be able to contact you and notify you about the issue. Once you've registered, be assured that at no time will any software or downloads be added to your computer.
Will my email address change?
Your email address is not expected to change as part of the initial migration.
Will my mailing list membership change?
No. Mailing list membership is not being changed.
I have forwarded my account to another mail service. How will this migration impact me?
Your forward will cease to function as your Jefferson.edu email is forwarded to the gmail servers.
I already have a gmail account. How will this migration impact me?
The gmail accounts for Jefferson.edu are completely separate from personal gmail accounts.
I already have a gmail account. Can you just send my email to my existing account?
No. The gmail accounts for Jefferson.edu are completely separate from personal gmail accounts. You are free to configure a forward of your mail from your Jefferson gmail account to your personal gmail account.
I don’t want to migrate to Gmail. Do I have to be migrated?
We are migrating all clients that fit the determine migration criteria.
I feel that Gmail is great, but I don’t fit the migration criteria. Can I be migrated?
We are migrating only the clients that fit the determine migration criteria.
What do I do if I need filter information that won’t be migrated?
Jeff IT recommends that you review your filter settings prior to the migration. Jeff IT is looking at an option to allow access for a limited time after the migration so that you can retrieve any filter information that you may have missed.
date revised 10/25/09
IT SYSTEMS STATUS
No Issues Reported
Jeff IT Alerts:
No current alerts.
Scheduled Maintenance:
No upcoming maintenance scheduled.
Orientation Brochure
Orientation Letter
Orientation Presentation
Policies & Disclaimers
Campus Key Help
Reset Password
Getting Help
Student FAQs
GMail Migration
JeffWireless: Wireless
— Wireless Coverage Map
Network Registration
Wireless Configurations
— Intel Proset PDF
— Vista/Win 7
— Mac Tiger
— Mac Leopard
— Mac Snow Leopard
— Mac Lion
— iPad
Public Computers
JeffMail: Email
— FAQ's
— Configuration Settings
JeffShare: Network Storage
Virus Protection
— Avast
— Avira Anti-vir
— Trend Micro Scan
— ClamXAV for Mac
Spyware Protection
— Malwarebytes.org
— Spyware Terminator
— Spybot
—Webroot
TJU Dell Premier Page
Policies & Disclaimers
