ITServices has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613 533 6666.
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Q. How do I setup ResNet on a Windows PC?
Your computer needs to be verified and configured to use ResNet. Please follow these steps to complete this part of the process:
- Connect your computer to your network jack using an ethernet cable and start up a web browser. You will be automatically forwarded to the Quarantine website with a link to the Ida setup file.
- Even if you already have Ida installed, you will need the latest version of Ida. The new version will be at the download link in the web page you are directed to when your PC is in quarantine.
- When Ida starts up the Task Manager will have a list of recommendations that you should accept. In particular you will need to accept the ResNet Activation task. It will run the Windows Update API to check for critical Windows updates. If any updates are missing it will download and attempt to install them. Depending on how many updates are missing, this step may take a long time and may require multiple restarts of the operating system.
- Once all critical updates are installed Ida will register your ResNet connection.
- You will need to restart your computer. Once your computer has been restarted, you will have a fully activated internet connection. Note: some browsers cache websites. It may LOOK like you are being told you are still in quarantine when it's just a cached page. Clear your browser cache and try again.
- You should allow Ida to install Symantec Endpoint Protection (SEP) ONLY if you do NOT have a previously installed anti-virus program (e.g. Norton AntiVirus, McAfee, etc.). If you have another anti-virus program but wish to install SEP instead (e.g. if your subscription is expiring) uninstall the other program first and then use Ida to install SEP.
Q. How do I setup ResNet on a Mac?
You will need to register your computer with the NetReg system before you can use ResNet. Please follow these steps to complete this process:
- Connect your computer to your network jack using an ethernet cable and start up a web browser. You will be automatically forwarded to the NetReg or OnLine ResNet Registration website.
- After reading the content of the OnLine ResNet Registration website, type in your NetID and password and click on the Accept button.
- If you have successfully registered your computer with NetReg, you will receive a confirmation message and you will need to restart your computer. Once your computer has been restarted, you will have a fully activated internet connection.
If you plug in and it does not work, from Apple menu select System Preferences -> Network Preferences and confirm Ethernet network setup is set to DHCP, which is usually the default.
Q. I'm having problems with NetReg/ResNet Activation!
The most common issues that cause problems with NetReg are:
- (Windows PCs using Ida) Your computer verification and configuration of ResNet did not successfully complete. Ida checks for and installs all missing critical Windows updates for your operating system. If this is a new Windows system there may be a lot of updates to install. It may take a while and it may require multiple reboots to get through them all - so you may have to run Ida, get a Results Manager, reboot, run Ida, reboot, repeat. Note that sometimes a reboot isn't good enough to complete the updates - you need to select shutdown (let the updates complete) and then power on again. If you get a red X in the Results Manager window instead of the green check mark or green "need to reboot" symbol, it probably means that Ida is having trouble running Windows Update on your computer. Try running Windows Update from the Start menu. If your PC is a laptop you may want to try taking it somewhere with a full network connection, e.g. Wired and Wireless locations in the libraries. If Windows Update gets an error you have a problem with your operating system that you need to fix before you can continue with the process - contact the Support Centre if you need assistance. Some Windows updates will not complete unless the PC is shut down (not restarted, select shut down/turn off and then use the power switch to restart it again). If your PC is a laptop, make sure that the power plug is connected - Microsoft won't do some updates when it is just on battery power. If Windows Update completes successfully without errors (and you have rebooted a few times to confirm that it is not just waiting for a reboot to move on to the next update). but Ida still won't complete ResNet Activation, please contact Team Ida using the Ida trouble report - select Trouble Report off the Help menu.
(Windows PCs using Ida)
Even if you already have Ida installed, you will need the latest version of Ida. The new version will be at the download link in the web page you are directed to when your PC is in quarantine.
Your browser may be lying to you. Some browsers cache websites. It may LOOK like you are being told you are still in quarantine when it's just a cached page. Clear your browser cache and try again.
- You do not have a valid NetID and password. To obtain your NetID and password, you will need to input your student number and date of birth in the NetID Activation webpage. NOTE: If you activated your NetID during the day (7:30am - 7:30pm EST), your account will be active in 1 hour. If, however, you ran it at night (7:30pm - 7:30am EST), your account will not be active until the following morning.
- Your computer is not plugged directly in to the ethernet jack.
- Your wireless adapter is interfering with your wired connection. Try disabling the wireless adapter. Most laptops have a switch or you can disable a connection through the Control Panel/Network Connections.
If you continue to have problems with ResNet Activation, contact ITServices Support Centre for assistance, either by calling 613 533-6666 or by using the Help Form link at the bottom of this page.
Q. How do I setup ResNet if I have more than 1 computer?
If you have more than one computer, you will need to connect the other computers to your ResNet connection and complete the ResNet configuration and NetReg registration processes. You may register up to 3 computers on ResNet.
If you have more than 3 computers, contact the Netreg administrators via email and arrangements will be made to register any other computers. You should send email to firstname.lastname@example.org and include your name, Queen's NetID, Residence address and phone number. You will be contacted within the next business day.
Q. Does ITServices support my router on ResNet?
ITServices does NOT support routers. Routers are permitted on ResNet, but they will be shut down if they cause a problem. ITServices will not help to configure the router or support computers that are connected to routers. If there is a problem with the PC, it must be connected directly to the wall jack for ITServices to troubleshoot. Routers must be registered manually for ResNet using the link off http://www.queensu.ca/its/networks/resnet.html
Q. I want to opt out of ResNet and use another ISP. Can I?
Q. My ResNet network connection is really slow or it disconnects a lot... Who do I report this to?
Q. Does ITServices support my gaming machine (XBox etc.) on ResNet?
ITServices does NOT support gaming machines. They are permitted on ResNet, but they will be shut down if they cause a problem. They must be registered manually for ResNet using the link off http://www.queensu.ca/its/networks/resnet.html