connectivity

Network Connectivity Tips

Published October 15, 2024 By Shane Hepler

Troubleshooting Network and WiFi Issues for Students

Common Issues and Solutions

  1. Intermittent Disconnections
    • Cause: Older devices with outdated or faulty WiFi radios may experience drops.
    • Solution: Restart your device or consider updating the WiFi drivers. If your device is old, it might need to be upgraded.
  2. Device Keeps Disconnecting After Logging In
    • Cause: MAC address randomization on newer devices (phones, Windows 10 & 11, macOS) can cause disconnections.
    • Solution: Disable MAC randomization in your device’s WiFi settings for a more stable connection.
  3. Unable to Connect
    • Cause: The device might have been flagged due to security concerns, like using unauthorized WiFi (e.g., "Faculty/Staff") or detection of activity known to be a security issue.
    • Solution: Open a ticket with IT support to help with your device, if appropriate. Avoid using restricted networks without permission and make sure your device is free of viruses and malware.
  4. Low signal/Bars and or slow speeds
    • Cause: Could be connected to an AP either on a different floor or previous location you were in,
    • Solution: Turn Wifi off and back on to connect to closest access point to improve connectivity. Typically you will roam to the closest one but in some locations the signal bleeds through the floor or the walls and you might not automatically switch.
  5. WiFi Interference from Software
    • Cause: VPNs, malware, or certain device settings (like on Apple devices) can interfere with the network.
    • Solution: Ensure your device is free of malware and avoid using VPNs if they aren't necessary.
  6. Problems During Testing while in Wifi (Respondus)
    • Cause: Respondus LockDown Browser is sensitive to WiFi.
    • Solution: If possible, use a wired connection during tests. If your device is not working well with Wifi and Respondus please request an AC laptop to do your test during class. Using Wifi on AC devices can still have issues due to how Respondus works Wifi.

Need Further Assistance?

If your issue persists, please contact IT support for further assistance. We are working to improve the overall experience for all users. For blocked devices or specific issues with institutional devices, opening a ticket will help us resolve the issue promptly. To open a ticket, send an email to Technology Information Center @ tic@actx.edu . In the email please put what your issue is and any error or explanation of what is happening. You can attach screenshots or anything else you think may help us figure out your problem quicker. If you can, please provide the MAC address of your device you are having an issue with. If you do not know how to find this, Google is your friend or we can help you once we make contact. For more info on getting support and opening a ticket go here: https://www.actx.edu/its/support 

 

Support

Support - Creating Your Own Ticket

Published July 9, 2018 By Thomas de Jesus

ITS is now opening our support ticket system college wide. It's called Service Now External Link External Link , and it allows you to request service and explain issues in a way that puts you in contact with the IT personnel assigned to your particular request. It's easy to use, but here are a few visual steps.

  1. Log in to Service Now with your ACNetID and password. It's the same id and pwd you use for ACConnect, Blackboard  and most other web applications (except UILive, that's a separate system)Service now login
  2. After logging in you will be taken to your homepage within Service Now. It's a lot to take in, but you really only need to be concerned with two places. Here is a look at the homepage: 
    Service now logged in
  3. Let's take a closer look. Note the RED ARROW: 

    Logged in zoomed

    Create a New Incident is where you request service. Here are the steps:

    1. Click on Create a New Incident
    2. Who is this for? By default the logged in user is filled out here, but you can request service for another person, for example, a Staff Assistant requesting service for a faculty member.
    3. Select the impact. Remember, not every incident is High Impact.
    4. Give it a short description. This is the title of your request.
    5. Give it a long description. This is the part where you give the most detail.
    6. Click Submit.
  4. Your Requests - The lower right hand of your homepage allows you to see the status of your requests. It looks like this:Logged in zoomed lower right
 

ITSUpdate

ITS Today

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I wanted to share with everyone what large projects we are working in our department on top of supporting what currently exists.

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UI5Transition

Colleague UI 5 Transition

Published August 1, 2018 By Shane Hepler

Ellucian has put out a new version of Colleague that we call UI 5 that we have to transition to. It works in any browser, mobile phones and tablets.

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MS Word Tips

Published June 26, 2018 By Thomas de Jesus

Microsoft Word has changed over the years. Here are a couple of quick tips that make life easier when creating/editing documents.

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windows10 10

(Windows) - Minimize Every Open Window Except Yours

Published June 26, 2018 By Thomas de Jesus

Sometimes, you need to be able to get to the computer desktop.  This can be an annoying task if there are many open windows which have to be minimized individually.  This tip makes this procedure a snap!

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Creating Shortcuts to a Website

Published June 26, 2018 By Thomas de Jesus

The following steps will guide you through the process of creating a desktop shortcut to a website using Firefox, Chrome or Internet Explorer (IE).

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