Office of Technology Help Desk

Hours:

The Office of Technology Help Desk was established to help users with Glenville/WVNET dial-up Internet accounts. If you are having problems with your Iinternet dial-up account please feel free to call us at 462-4106 Monday - Friday from 8:00 a.m. until 4:00 p.m. If no one is available to take your call, or if you call after the staffed hours, please leave a message on our voice mail and we will return your call or you may call WVNET directly at 1-800-253-1558. Please be sure to check your installation guides and our FAQ page before calling. This will eliminate calls that have already been answered within those documents.

For more information, click here: WVNET Help Desk Page

Helpful Hints:

1. Make sure that dial-up networking is installed on your computer.
2. Make sure that you have created an icon for your WVNET dial-up connection.
3. Make sure that you enter your username in lower case letters.
4. Your username consists of gs??????????????.
5. Make sure that any letters in your password are entered in lower case letters.
6. If you have call waiting make sure that you disable it in dial-up networking by placing a *70 before the dial-up number.
7. Follow your installation guide carefully for the type of browser and e-mail program that you are using.

WVNET's help desk page has installation guides for:

• Dial-up networking
• Internet Explorer
• Netscape Communicator and Navigator
• Outlook Express
• Eudora e-mail
• WebTV
• Windows '95, '98, 2000, NT, and Windows XP setup.

This information is also available from their site in PDF (Adobe Acrobat) format. You can download acrobat reader from the following site: http://www.adobe.com/products/acrobat/readstep.html

Internet FAQs
Part of this information was gathered from WVNET's helpdesk page.

Modem-related problems

Q. Dial-up Networking says "No Dialtone." What is the problem?

A. Most likely the lines in the back of your computer are plugged in incorrectly. Check the line coming from the wall phone jack and see if it is plugged into the modem where it says "line." If you have a phone plugged into the computer also, it should be plugged into the modem where it says "phone."

Q. I've had my account for a while and the dial-up networking won't connect me. What is the problem?

A. 1) Make sure that your account is paid up to date. If not you will need to call WVNET to have it reinstated.

2) Make sure that there is a dial tone on your phone line and that there is no static on the lines. If either of these problems exists then you need to call your phone company.

3) If it says that the computer you are dialing does not answer, then you need to call WVNET at the above number.

Q. Why can't I get reconnected after I've had my account reinstated?

A. Once an account get reinstated after it's been shut off, the Kerberos password gets reset to what it was at the time the account was issued.

Q. Does WVNET support 56kb modems?

A. Yes, at all of our locations. WVNET Internet dialup modems now support the newly announced v.90 protocol, as well as the existing x2 protocol, for 56k access.

Q. Do WVNET modems support WebTV?

A. Yes. WebTV requires PAP (Password Authentication Protocol), which WVNET currently supports as of July 27, 1998. Set the document Guide to Connecting WebTV to WVNET for instructions.

Q. Can I connect to AOL through a WVNET modem?

A. Yes. Install your AOL software as usual on a machine that is properly configured to access the WVNET Internet dialup modems. Make sure that you Internet link with WVNET is active.

Launch your AOL application and click "Setup" on the AOL "Sign On" screen.
On the next screen, click "Edit Location."
Select "TCP/IP" from the Network drop-down menu, then click "OK."
Click "OK" to return to the "Sign On" screen, then sign on as usual.

On a computer running MacOS, select "TCP Connection" from the "Locality" pop-up menu on the "Sign On" screen, then sign on as usual.

Internet Related Problems

Q. What is wrong when my browser says that it's "unable to locate the Server or the Server does not have a DNS entry." Check the Server name in the Location (URL) and try again.

A. The most probable cause is that the particular web site is down or that you typed the address in incorrectly. Check to make sure that the address is correct and correct it if it's wrong. If the site is down you will have to wait for them to get it back up and running.

Electronic Mail

Q. Can I have e-mail on my POP3 account automatically forwarded to another account?

A. No. WVNET POP3 mail is read directly off of a spool file, and it cannot be automatically forwarded to another account.

Q. What can I do about a large mail file that I can't get off of my POP3 account?

A. Sometimes on your POP3 account you might get a large mail file (usually a MIME attachment) that exceeds your PC's memory capacity. Because that large mail file doesn't get completely transferred to your PC, it doesn't get deleted from your POP3 account, so it's still there next time that you log on. Provided that your POP3 account is with WVNET, there's a Web-based application that you can use, courtesy of WVNET System Services Web page, which will let you go and delete your POP3 mail directly from the spools. Click on the URL File Delete for POP Mail Users. You will need to provide authorization by way of your username and POP3 password.

Miscellaneous

Q. How can I stop someone from harassing me over the Internet?

A. Harassment is against WVNET's computer abuse policy, and some forms of harassment are even against the law. Even though a user may appear to "hide" behind a user id number or an IP address, WVNET has the ability to check usage logs. They will need to know the exact time that an abuse took place, the IP address of the abusive person, as well as a transcript or screen capture which shows the nature of the abuse. Send this information to the HELP DESK manager.