 Services
Policy
What Services does the Computer Helpdesk Provide to Students
in the Dorms?
The Computer HelpDesk is provided as a support tool for lab-users
and college employees at their desks. With a few exceptions, the
Computer HelpDesk does not provide support for dorm users. Below
are some common questions asked by incoming students.
Q: Can I get my computer in my dorm connected
to the Internet?
A: Yes. Please ensure that your computer
meets the minimum system
requirements. In the Fall of 2004 we moved from a manual
registration system to an electronic one. If your computer is
configured correctly, you should be able to connect to our network
with a "category 5" patch cable and register electronically with
any web browser. For more information on how to use this system,
please visit our Dorm Registration
page or contact the HelpDesk at (413) 662-5276 (extension 5276
on campus).
Q: Do you limit what I can do with my
Internet connection?
A: Yes and no. As this is an academic
institution, priority goes to academic pursuits. So, while services
such as 'peer-to-peer file sharing' do work on campus, in the
event that web-based research traffic is taking a good portion
of our bandwidth, priority will go to that research and other
services will be significantly slower. This is handled by a physical
device called a 'packet shaper' which is aware of the type of
transmissions by the Web, peer-to-peer file sharing services,
chat engines, and other types of communications devices. From
research over the past year, the best time for non-academic pursuits
(other than web surfing - which is always given priority) is between
midnight and noon. Again, these services will continue to work
during all hours of the day, but web services will take priority
when access is heavy.
Q: If my computer has a hardware problem
such as a broken monitor, CD-ROM, or other device, can the Computer
Helpdesk fix it?
A: The Computer Helpdesk cannot perform
any hardware work on student computers, with these exceptions:
- Installation of a network card for campus connectivity.
- Hardware replacements and troubleshooting for computers
purchased through the MCLA
Laptop Program.
If it is found that the computer is unable to connect to our network
due to a hardware problem with the student's computer and the
problem is not the student will be referred to a shop (there are
3 local computer repair shops which are listed in the Yellow Pages).
Q: If I am having a problem using the
software on my computer, can the Computer Helpdesk help me?
A: The Computer Helpdesk can assist you
with typical user-level problems that a lab-user would face if
you are using a campus supported application. In cases of extreme
"this is impossible to do over the phone" problems, you may be
asked to place your work on a floppy, or other portable storage,
and obtain support in person at the Computer Helpdesk.
Q: If my computer keeps crashing due to
software problems such as spyware or viruses, what can the Computer
Helpdesk do?
A: The Computer Helpdesk does perform
software work on student computers, with these exceptions:
- In the case of computers purchased through the MCLA Laptop
Program, basic reconfiguration of the software and removal
of spyware and viruses will be performed. If this process
takes more than 30 minutes, the computer will be restored
to its factory state. The HelpDesk will work with the student
to backup and restore documents.
- Service for computers that are not part of the MCLA Laptop
Program will be limited to installation of network card software
for campus connectivity, basic configuration of network and
browser settings, and spyware/virus removal. If the computer's
software is heavily damaged and requires more than 30 minutes
of work the student will be referred to a shop (there are
3 local computer repair shops which are listed in the Yellow
Pages).
Q: Can I use applications other than
campus supported applications?
A: Yes, you can. The Computer Helpdesk
can also convert many file types you may have. You will need
to bring a disk of your files to the Desk and know which application
they were created in. Please note that we only provide support
for campus supported applications and that it is unlikely that
we will be able to assist you with unsupported software.
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