Res Tech FAQs

Q: I am a resident student and would like to connect my computer to the network in the Residence Halls. Where can I find information on that?

A: Resident students can find information on how to connect in the Student IT Guide, which can be found at http://itusupport.gmu.edu/gettingstarted.html. Mason Update and Scanning Technology (MUST) will help ensure that your computer does not have several targeted worms, viruses or trojan horses and is configured to Mason's standard level of computing security. Information on MUST can be found at http://itusupport.gmu.edu/must.

Q: How can I best prepare my computer ahead of time to run through the MUST program?

A: See the full directions on preparing for MUST at http://itusupport.gmu.edu/restech/must.htm .

Q: Why must I remove Symantec Antivirus Corporate Edition which I downloaded from GMU last year before going through the MUST process this year?

A: GMU has made some fundamental changes in MUST system and now requires that all PCs connecting to the residence hall network run Symantec Anti Virus Corporate Edition version 9. For full directions on how to uninstall the old version and install the new version, see at http://itusupport.gmu.edu/restech/must.htm .

Q: My roommate can access the internet from our room, but I can't. Is there something wrong with my jack?

A: Move your roommate's connection to your jack temporarily. If he/she CAN connect from your jack also, then the problem is not your jack. (Check the troubleshooting tips near the bottom of http://itusupport.gmu.edu/stg/network_connect.asp to check your setup.) If your roommate CANNOT connect from your jack, then you probably have a problem with your jack. Call the ITU Support Center at 703-993-8870 to report your defective jack.

Q: Where I can find information on what types of computer accounts I can have and how to access these accounts?

A: Students can find information on computer accounts and other valuable information by viewing the online Student IT Guide, located at http://itusupport.gmu.edu/gettingstarted.html. Click on Getting Started, Step 2.

Q: How should I set up my laptop to connect to the wireless network on campus?

A: For information on how to set up your laptop on the wireless network at Mason, how to secure your computer on the wireless network, coverage areas, and wireless FAQs, see http://itusupport.gmu.edu/wireless_network.

Q: What to do if the MUST script gets stuck when it is 60% complete?

A: If more than one hour passes and MUST is stuck at 60% complete, the script is having problems installing the Symantec Anti Virus program. To fix this, make sure you do not have any antivirus programs on your computer. We suggest you go by the step-by-step instructions located at http://itusupport.gmu.edu/restech/must.htm. Try connecting after following the directions for uninstalling your old anti virus programs. If you still experience problems, contact your Res Techs at 703-993-5111.

Q: Does it matter which jack I use?

A: Resident Hall jacks typically have three plugs. The top, bottom left, and bottom right. If you use the wrong cable (cord) in the jack you may damage the jack. The top jack is A, and is for your phone. You should use an RJ11 cable (phone cord) for connection to your phone. The lower jacks are B (left) and C (right). These are data jacks for internet connection for your computers. You can connect to either B or C, depending on which one your roommate is using. You should use an RJ45 cable (Ethernet cord) for connection to the internet.

Q: How do I get my IP address?

A: Make sure your computer is set to automatically obtain an IP address and DNS server address. Once that’s done, hook your computer to a network jack using a network cable with RJ45 connectors. Your computer will automatically receive an IP address and configure itself to use that IP address once it is connected. Your computer will go through the MUST process automatically the first time you connect to the network.

Q: What do I do if my computer does not automatically get an IP address after connecting my computer to the network jack on the wall?

A: Make sure you are using an appropriate network cable. You should use a network cable that has RJ45 connectors and is at least CAT5e compatible. Check your network adapter and ensure its driver is properly configured and set to automatically obtain an IP address. Use the “repair” feature from within the “Local Area Connection” settings in the control panel.

Q: I am getting an IP conflict message, what do I do?

A: Write down the IP and hardware address that’s causing a conflict with yours and call the ITU Support Center (x3-8870). The ITU Support Center and Network Engineers will then determine which machine is causing the conflict and how to correct the problem.

Q: Why is the residence hall network so slow sometimes?

A: Check out the ITU Support Center's Online Help web page for an explanation of network controls for the residence halls. Click on the Residence Halls category, and look at the Bandwidth FAQ.

Q: Internet Explorer is unable to browse the web, what is wrong?

A: You may have to run the Internet Connection Wizard. You can get to it by opening the Control Panel from the Start menu. Now double-click on Internet Options (if you use Windows XP you may have to choose Network and Internet Connections beforehand), Then choose the third option "I want to set up my Internet connection manually", click Next, choose the second option "I connect though a local area network (LAN)", click Next, take ALL check marks out of all the boxes, click Next, choose the second option "No", click Next, click Finish.

Q: I can't see any other computers under Network Neighborhood (or My Network Places in Windows ME).

A: That feature is not enabled on the Residence Hall network.

Q: I am a resident student, and I am having trouble with connecting my computer to the network in my room. How do I get help?

A: You can try to identify the problem by yourself by trying the suggestions in the next two questions. If you are unable to fix the problem, Resident Technicians can give you one-on-one help with getting your computer connected to the Mason network, virus issues, spyware, applications software, e mail, and operating systems. For information on how to contact your Res Tech, go to http://itusupport.gmu.edu/ResTech or call the Res Tech Hotline at (703) 993-5111.

Q: I can't get on the Internet from my computer in the Resident Halls.

A: Try to do the following before calling your Res Tech.

Follow the directions in the Student IT Guide for connecting to the Resident Hall network.
Set your network adapter to automatically obtain an IP address.
Connect from your network adapter to the network jack on the wall using an RJ45 cable.
Make sure your network adapter and appropriate drivers are installed and configured correctly.

Q: I STILL can't get on the Internet from my computer in the resident hall!

A: If you have not been able to get on the Internet from your resident room after configuring your network adapter settings, or if you have lost network connectivity, you can try the below steps before contacting a Res Tech.

Click on Start -> Run -> type "command" and click OK. You will now be at an MS-DOS prompt.

Type "ping 127.0.0.1" and hit enter. You should see four lines that read something like this "Reply from 127.0.0.1: bytes=32 time<10ms TTL=64". If you are getting anything else, there is a problem with your Network adapter. You might have to reinstall it and the software drivers that came with the card. ITU cannot fix this for you, but you could take the computer to the Patriot Computer store, and they can try and fix the computer for you for a fee. A ResTech may be able to assist with re-installing drivers (703-993-5111) but not with hardware problems.

Ping mason at 129.174.1.13; If you get four "Reply from 129.174.1.13: bytes=32 time=2ms TTL=63", then you are connected to mason internally. If you are getting anything else, then the network cable may be bad or the jack in your room is having trouble. You can test to see if the jack is having trouble by plugging your cable into your roommates jack. If you repeat that last ping to mason and get replies, the problem is with your jack and you should call the ITU Support Center at 703-993-8870 to have a technician come to the room to fix the problem.

Ping mason at mason.gmu.edu; If you get four "Reply from 129.174.1.13: bytes=32 time=2ms TTL=63", then your DNS settings are properly set up. If you get anything else, you will need to set your network adapter settings to automatically obtain DNS addresses.

Ping a non-GMU web address, such as www.yahoo.com; if you get a reply similar to the ones above, then you are connected to the Internet. If you are able to get successful replies but cannot get on to the internet with web browsers, then you may have a web browser issue or have a conflicting program preventing your access to view web pages, such as spyware, adware, firewalls, etc. You may need to reinstall your web browser or remove the conflicting programs.

Contact your Res Tech at 703-993-5111 if the above steps do not identify your problem.

Q: When I use the winipcfg or ipconfig command (Start, Run, type "command" in box, at command prompt type either "winipcfg" or "ipconfig"), the error message "invalid media connection" or "media connection disconnected" is displayed.

A: Make sure your network cable is securely connected to your computer and to the network jack on the wall by unplugging and reconnecting them. If you have any other networking hardware such as a router or a hub, remove those from the connection and connect your computer directly to the wall jack. If you still get the same message, you probably have a bad network cable. Replace your network cable and it should work. You can purchase one at Patriot Computers, which is located in the Johnson Center.

Q: When I use the winipcfg or ipconfig command, the IP address shows up as 0.0.0.0.

A: You will need to renew your IP address by either restarting your computer or running the command “ipconfig /renew” (Click on Start, Run, type “cmd”, then type “ipconfig /renew”.)