Frequently Asked Questions
Where can I get help with my internet connection or York College computer and e-mail account?
E-mail the helpdesk (email@example.com). If your problem makes sending the e-mail difficult, you can use a machine in the library or ask someone else to send the message for you. You can use a personal e-mail account, but we may ask to verify your identity before helping you further.
Do I need to register my computer?
We no longer require computer registration.
Where are the IT Offices located?
The IT Offices are located in the basement of Middlebrook Hall, at the intersection of 9th and Kiplinger.
I need help logging in to Moodle, PantherNet, e-mail, a computer...
For issues with user accounts and passwords, we can best help you in person. If you are unable to visit the office in person, you can e-mail the helpdesk (firstname.lastname@example.org). You can use a personal e-mail account, but we will need to verify identity before we can assist with account issues via e-mail.
What if I need help with my iPod Touch?
York College is not authorized by Apple and is not trained to service the iPods. We can help you set up your device or troubleshoot it's wifi connection, and we have the serial number on file if a lost or stolen device is recovered, but we are not responsible for lost or damaged devices. Please contact Apple for warranty service.
My connection is unusually slow. What's going on?
This could be a number of things. During peak use times (10:30pm to 2:30am) traffic categorized as "Download Sites" or "Enterainment and Video" by Zvelo, our categorization provider, is scaled to reduce load for other traffic, like homework, netflix, or games. It could also be that a lot of people are using the wireless access point in your area, in which case you can try connecting via a wired port in your room.
We also use aggressive packet shaping to filter peer to peer file sharing and bittorrent traffic. If this kind of traffic is detected from your computer, ALL traffic from your computer will be severely degraded for the next 90 minutes. Occassionally, innocent traffic will match the detection pattern, but testing has shown that the incidence of this is low.
Why is site X blocked?
York College uses a service from Zvelo to categorize internet sites, and certain categories (including but not limited to Pornography, Nudity, Gambling, and Anonymizer sites) are not permitted.
If you feel a page is blocked in error, you can visit Zvelo's web site to request a new category for the page.
If you need to bypass the filter for a specific, approved classroom purpose, you may ask your instructor to request an exemption on your behalf. Exemptions will only be granted for specific academic projects, such as a report on human sexuality for a psychology class, must originate from an instructor, will not last longer than two weeks, and will only be valid for computers in the main-level library lab. Exemptions will be strictly monitored and abuse can result in a visit with the Dean of Students, per the Student Handbook.
Why can't I send an e-mail?
You probably need to set up your e-mail client to use encryption: either TLS on port 587 or SSL on port 465. Port 25 (normal unencrypted SMTP used by default on many e-mail programs) is blocked as a spam prevention measure.
Is there anything else I need to know?
York College does not allow personal wireless routers, as they can cause radio interference and other issues with our existing wifi system. If you want to connect more than one wired device to the port in your room, the IT staff will help you configure your router to disable the wireless radio.
We also strongly discourage the use of wireless printers.
My laptop is broken. Can the York College IT department help fix it?
The York College IT department will help make sure your network connection is functioning correctly, and can help you set up anti-virus software for your Windows computer. If you have additional problems with your Windows computer, IT staff can take the following additional steps, in order, at their own discretion, and in between completing their other responsibilities:
IT staff are advised not to perform the following services:
- Diagnostic checks on the RAM, cpu, and hard drive
- Advise student on needed PC replacement parts
- Reinstallation of Windows Operating system from original CDs with a valid license key
- Reinstallation of applications originally shipped with the Windows computer from the original disks
IT staff should only work on student machines as time allows in between other duties, and so it may take longer than expected to complete a repair.
- Reinstall the Windows Operating system with an incomplete or failed hardware diagnosis.
- Virus removals or clean up for student machines. A full re-install is safer and faster.
- Backup or Restore of student data and files.