Michigan State University IT Services Support website

Help Desk FAQ (Frequently Asked Questions) - TB1862

This item provides information on these topics:

  1. Overview
  2. How do I erase viruses from my computer?
  3. My Internet stopped working, my PC is sluggish, and it's getting multiple popups...
  4. I'm blocked from network access; what do I do now?
  5. I need my computer fixed; what do I need to know before bringing it in?
  6. What do I need to do to get on the Internet?
  7. What services come with a NetID (and for how long)?
  8. How do I access my MSU email?
  9. I lost my PIN; how do I get it again?
  10. How do I get rid of all this spam?
  11. How do I change my NetID?
  12. I think the ethernet jack in my room is broken, what should I do?
  13. Does MSU have wireless access? Where?

Overview

IT Services provides general computing help to the faculty, staff, and students of Michigan State University. Basic assistance (generally 15-20 minutes in length) is provided at no charge, on a first-come, first-served basis. This assistance is available by phone (517-432-6200), via email, or in person in the MSU Help and Repair Center, room 120 Computer Center.

Issues extended effort to resolve, warranty repair work, or other issues we cannot work on, can usually be handled at no charge or for a fee at the MSU Help and Repair Center.

This document provides links to articles that address issues most frequently asked about.

How do I erase viruses from my computer?

Start with these articles:

My Internet stopped working, my PC is sluggish, and it's getting multiple popups...

Your Windows-based computer may be infected with spyware (also known as adware). Try these articles:

I'm blocked from network access; what do I do now?

Use of your MSU NetID, the campus network, and your electronic mail account is a privilege, not a right. It is your responsibility to ensure that use of your NetID on the MSU network does not violate MSU's Statement of Acceptable Use. Unacceptable use of your NetID and its services (e-mail, dial-up and ethernet access, etc) may result in the suspension of your e-mail and/or network privileges.

Refer to the following articles if you have received notice that your network access will be or has been suspended due to viral activity, or due to a violation of the Digital Millennium Copyright Act (DMCA):

I need my computer fixed; what do I need to know before bringing it in?

The MSU Help and Repair Center, in room 120 Computer Center provides general computing help to the faculty, staff, and students of Michigan State University. Basic assistance (generally 15-20 minutes in length) is provided at no charge, on a first-come, first-served basis. Assistance with issues taking longer than 20 minutes to resolve, warranty repair work, or other issues we cannot work on, can usually be provided for a fee by the MSU Help and Repair Center.

When coming to the MSU Help and Repair Center, you will need to bring some or all of the following items with you. We have a few standard-connection items like displays, keyboards, mice and power cords available for your convenience; but if you use older or non-standard accessories, you may also need to bring those:

  • Your computer (this does not include the display/monitor, unless you have an all-in-one unit such as the iMac).
  • Your original operating system CDs; note that we cannot use copies or "burned" CDs.
  • In certain cases, you may need to bring your display, keyboard, mouse, and/or power cord. For instance, users of older Mac systems with ADB connections (pre-G3) or non-standard power cables (iMac G4) will need to bring those items. Laptop users should also bring their laptop's power cord.
  • Depending on the nature of the problem, you may need to bring in other items. Call (517) 432-6200 if you are unsure what items you need to bring in.

Also note that the Help Desk is not able to work on your computer unless you are present. We have extended hours during the week and on weekends, so if you cannot wait to be assisted (on a first-come, first-served basis), feel free to bring your computer in at another time.

If you come in to the MSU Help and Repair Center, and we cannot provide support for your particular problem, a staff member will offer alternative suggestions. We advise you call the Help Desk at (517) 432-6200 to determine which unit can best serve your needs.

What do I need to do to get on the Internet?

If you have a valid MSU NetID that includes access privileges, read these pertinent articles:

Refer to these articles for specific Ethernet, MSUnet (wireless), or dial-up configuration info:

Note: MSU guests without an MSU NetID are allowed limited access to the Internet while on campus via the MSUnet Guest network. If you are experiencing issues connecting to the MSUnet Guest service, please contact IT Services Support at (517) 432-6200. If, during the course of the call it is determined that there is a problem other than with the network, the guest user will need to be referred to an outside repair center or to their ISP for further support.

What services come with a NetID (and for how long)?

That depends on your affiliation with MSU; details available in these articles:

I lost my PIN; how do I get it again?

This and related issues can be answered at http://help.msu.edu/netid.

How do I get rid of all this spam?

Spam (also known as junk email, or formally as Unsolicited Commercial Email), is an ongoing problem on the Internet. Here are some ways to deal with spam:

How do I change my NetID?

The answer depends on whether the change is due to a legal name change, and whether you're trying to change your NetID username (ie, "sparty") or the name displayed in mail.msu.edu webmail (ie, "From: Joseph A. Sparty"). Refer to the following articles:

Note: There will be a $10 fee for NetID changes not due to a legal name change.

I think the ethernet jack in my room is broken, what should I do?

First, call IT Services Support at (517) 432-6200 for assistance. Help Desk staff can diagnose many problems over the phone, but if it is determined that there is a problem with the connection jack in your room, a technician may be dispatched for repair. Additional information is available in the Ethernet Trouble Report help article.

Does MSU have wireless access? Where?

The central wireless network on campus, MSUnet, is now widely available across campus. More info on MSUnet, including links to system configuration pages and wireless access location info, can be found in the MSUnet FAQ as well as the MSUnet home page.

Keywords for this Document

consulting, frequently asked questions, walkin, help.msu.edu, faq, computer repair, help desk, ATS

Date Last Modified: 8/13/2012 2:03:06 PM

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