FAQ’s

Below please find a list of some of the common questions answered by the IT Help Desk.

Q. Why am I unable to login to web services?

A. Changing your password via the ValpoNet Identity Manager will resolve the majority of web service login issues. Visit our Valponet site to reset your password.  If you are unable to reset your password through the ValpoNet Identity Manager site, visit the IT Help Desk.

Q. I cannot get through Clean Access. What should I do?

A. Check to see if you have all of the current Windows Updates and the latest Virus Definitions. If you need Antivirus software, you can obtain it from our software downloads site (login required).

Q. How do I setup wireless access?

A. To set up basic wireless access, you only need to have Clean Access installed and running on your computer after connecting to the 'valpo' ssid. If you do not currently have Clean Access installed, you will be prompted to download and install it after opening a web browser while connected to the wireless network.To set up advanced wireless access, you will also need the VPN client. This can be obtained from our software downloads site (login required). Follow the installation instructions given. You will need to reboot your computer after setup is complete.

Q. I'm out of pages to use the printers. What can I do?

A. You can purchase additional pages for your print quota by going to the Circulation Desk on the 2nd floor of the Christopher Center. Pages can be purchased at the rate of $.05 each, and they must be purchased in multiples of 100.

Q. I'm getting the message "Virus Definitons are out of Date." What should I do?

A. If you are still using Symantec Antivirus, you will need to switch to the new Sophos Antivirus to continue to receive updates. Sophos can be downloaded at our software downloads site (login required). If you already have Sophos, double-clicking on the blue shield in your system tray will update the virus definitions to the latest version.

Q. Why is my computer running slowly?

A. Check your computer for adware / spyware. We recommend Spybot Search & Destroy for this function.

Q. Who can help me with software installation or reinstallation?

A. For liability reasons, the Help Desk does not provide general software installation services for students. We will assist only with University-provided software installations. Faculty and staff may contact the Help Desk for software installs/reinstalls on University-owned equipment. Please make sure you tell the Help Desk whether this software was previously installed, or if it is a new install.

Q. I'm having trouble with the port in my dorm room. Who can help?

A. You can put in a request to have your port inspected by contacting the Help Desk and describing your situation to us. Please make sure to provide us with the ID label on your port, as well as any error messages you are getting.