St. Michael's College, U of T

SMC Resnet Technical Support

Resnet Introduction | How do I connect? | Technical Support | Networking Tools and Resources | UofT Email Accounts | UofT Webspace | Alternatives to the Resnet | Contact | Resnet FAQ

There are a variety of support options available to help you get connected and stay connected to the SMC Resnet - from do-it-yourself guides to full-service technical assistance. This page describes the various resources available to you.

Get help installing your network card are configuring your software.

The SMC Network Guide contains all the information you need to guide you through the process of installing your network card in your computer and configuring your software to work with the network.

However, if you are not comfortable doing this yourself, you can arrange to have a technician from pcservice come to your room and do it for you, for a modest fee. pcservice is the UofT department which provides technical support to UofT staff and departments. SMC has arranged a discounted price for members of the SMC Residence. The pcservice rate schedule is available from the SMC Network Administrator. To arrange a service call, consult the pcservice website or email them directly. All on-site service calls are a private arrangement between yourself and pcservice. See the pcservice website for more details on terms and limitations.

Get help troubleshooting your network connection.

If you are still unable to connect to the SMC Resnet after carefully following the instructions in the SMC Network Guide, follow these steps (in the order listed):

1. First, contact the SMC Network Administrator to determine whether the source of the problem is the SMC Resnet or your hardware or software. This is very important. You may be unable to connect to the network because you accidentally triggered the network's security 'lock-out' function, or the network may be 'down' for repair, or the network hardware in your room may be damaged. If the problem is with the SMC Resnet, SMC network staff will resolve it for you.

2. If the problem is not with the SMC Resnet, you have the following options:

• Consult the troubleshooting guides that came with your computer or network card, and attempt to resolve the problem yourself.
• Consult the general troubleshooting guides available on the pcservice website, and attempt to solve the problem yourself.
• Get free technical help by posting a question to the Forum on the pcservice website. The SMC Forum is monitored by pcservice technicians who will post answers to your questions as soon as possible. To access the SMC Forum you will need a special login name and password. These were distributed to all residents in their mailboxes, and are also available through the SMC Mail Desk and from the SMC Network Administrator.
• Have a pcservice technician come to your residence room for a service call. SMC has negotiated a discounted price for members of the residence who require service calls. The rate schedule is available from the SMC Network Administrator. To arrange a service call, consult the pcservice website or email them directly. All on-site service calls are a private arrangement between yourself and pcservice. See the pcservice website for more details on terms and limitations.
• Consult a third party technician. (Please note that SMC does not maintain a list of local or reputable repair centres. pcservice is our preferred service partner).

Get help troubleshooting your network software.

The University of Toronto Information Commons operates a Help Desk which provides free technical support for a variety of UofT network services, including UTORmail (UofT's institutional email service). This includes help installing and configuring the software recommended for accessing these services (like email, web browsing, newsgroups, etc.). In many cases, Help Desk staff will be able to answer your questions or resolve problems over the phone, when you call their Help Line: (416) 978 Help (4357). For a full list of their services, a list of the software which they support, hours of operation, contact information, and on-line touble-shooting guides, consult their homepage.

Get help with computer security.

Being connected to a fast network like the SMC Resnet offers many benefits, but it also poses certain risks. To keep your computer, your data, and your privacy safe while on-line you have to take precautions. You can begin by consulting Section III of the SMC Network Guide for a basic introduction to Secure Internet/Hi-Speed Networking. See our Networking Tools section for additional security resources.

If you believe you have been the victim of a computer attack, disconnect your computer from the network immediately, and contact the SMC Network Administrator. Be prepared to provide firewall or other logs which document the incident.