Alabama's Public Liberal Arts University

Computer Services

Student PC Support

 

The Computer Services Department provides direct support to University-owned computers.  Computers owned by students are not supported.  Limited troubleshooting assistance is available to students for network connectivity issues.

Computer network access to individual residence hall rooms is provided through a single connection wall plate, usually in the same location as the cable TV outlet.  In some residence halls, wireless networking is also available.  The network connection is available to students with their own computers wanting to use the Internet and e-mail services.  This document details the extent of the support that Computer Services will provide students regarding these connections.

Computer Services will support and troubleshoot problems that originate from the network connection in the wall out to the rest of the network. This includes the physical connection, wall plate and the cables in the wall connecting to the network hubs. Support will also be provided on a limited basis from the network connection wall plate to the student’s computer.

A 10BaseT Ethernet adapter and patch cable is required for this connection to work. Students may purchase these supplies through the Bookstore. They are also available from most computer retail stores. Installation instructions and software for the network adapter are provided with those purchased through the Bookstore. Students must be certain that any adapter they are using has installation instructions and software. The network adapter and patch cable must be installed before network access can be obtained.

Computer Services will provide the following support services:

NOTE: The TCP/IP instructions above may require that the original operating system installation CD-ROM or DVD be available. Students should have these in their possession prior to beginning the installation process.

It will be the responsibility of the student to install the network adapter.

Students can receive support from the Help Desk any time, 24 hours a day, 7 days a week by calling (205) 665-6520.  Support may also be obtained by coming to the Help Desk located in Morgan Hall, room 109, between the hours of 8 am and 5 pm Monday through Friday or from Lab Assistants regarding issues in the computer lab located in the basement of the Library.

Computer Services will not provide training on how to use any hardware or software function of the computer other than how to connect to the Internet and read/send email using ForUM Email. The network hardware in the computer belongs to the student and will not be supported by Computer Services.  This support may be available from the manufacturer of the hardware.

When students experience difficulty connecting to the internet in their residence hall rooms, they should follow this procedure:

  • Stop by the Computer Services Help Desk in Morgan 109 to obtain a copy of the Student Self-Help Network Troubleshooting Flowchart.  The Help Desk is open Monday - Friday 8:00 am - 5:00 pm.  This tool is also available online.
  • Attempt to resolve network problems using the troubleshooting tools.
  • If unsuccessful, contact the Help Desk at (205) 665-6520 (available 24 hours a day, 7 days a week).
  • The Help Desk can check online to see if a particular network connection is functioning.
  • If the Help Desk determines that your network connection is faulty, an appointment will be made for a technician to check the line.
  • Appointments should be made between 10:00 am and 4:30 pm Monday - Friday or at mutually agreed upon times.
  • Computer Services technicians cannot enter the residence halls before 10:00 am under any circumstances.
  • The student must meet this appointment to get further support on the problem.
  • A technician will wait a minimum of 10 minutes before the student will forfeit the appointment.  If an appointment is forfeited, it is the student's responsibility to contact the Help Desk to reschedule the appointment if assistance is still needed.
  • The context of the appointment will be limited to network connectivity issues.
     

Support for personally owned computers is limited due to liability issues and available resources.

The Computer Services Help Desk is available by telephone 24 hours a day, 7 days a week by calling (205) 665-6520.  Walk-in visitors are assisted in Morgan Hall Room 109, Monday - Friday, 8:00 am - 5:00 pm.  The Help Desk can be reached via email at helpdesk@montevallo.edu.

Updated October 2008