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Frequently Asked Questions


Passwords & Accounts


How long is my password good for?

Passwords are required to be changed every 400 days. Once it has expired  you will need to call the IT Help Desk to reset it for you. Passwords can be changed at password.onu.edu.

 

Can my parents call and reset my password for me?

No. Only the account owner can reset the password.

 

What happens to my account if I were to transfer from ONU?

You will have approximately one year to transfer your data to a new account. Once that time is up you will no longer be able to access your account or reset the password. Please plan ahead.

 

When I graduate from ONU will I still be able to keep my email account?

Yes! Alumni and retirees have accounts with ONU for life. If you wish to maintain a network account for use in the library, please submit a request to the help desk and we can make sure you maintain a domain account as well.

 


Software


Do we get Microsoft Office for free?

Yes! Students, faculty and staff can all get Microsoft Office for free. Please visit https://products.office.com/en-us/student.

 

I can’t get Microsoft Office to install on my computer, what do I do?

Feel free to bring your computer to the IT Help Desk for assistance with software installation.

 

What other free software does ONU provide to students?

In addition to Microsoft Office, all students and Alumni can download Microsoft Windows 7 or 10 completely free. Simply go to onu.onthehub.com to register and download.

 


IT Help Desk


What types of services does the IT Help Desk offer?

We can clean viruses, help back up data, troubleshoot software problems, reload operating systems and reset passwords. We do NOT fix complicated hardware issues. If you have hardware issues, such as a cracked screen, you will need to take it to a computer repair shop off campus.

 

How much does it cost to have my computer repaired at the IT Help Desk?

The services at the ONU IT Help desk are absolutely free.

 

How long will it take to fix my computer?

It depends on the issue. We do our best to have your computer done either the same day or within 24-48 hours.

 


Network


Can I bring my own wireless router to campus?

No. Personal wireless routers are prohibited in the residence halls & apartments.

 

What is the difference between the ONUwifi and ONUGuest wireless networks?

You must have an ONU user account to connect to ONUwifi. This would be for Students, Faculty, Staff, etc.

ONUGuest is available for those just visiting the campus temporarily. Once connected to this network, the user will be prompted to create a guest account.

**ONUGuest is also used for gaming consoles & streaming devices. Students will need to contact the ONU IT Help Desk and provide the wireless MAC address of their device in order to connect successfully.

 

The ethernet port in my room doesn’t work, who should I call?

Call the IT Help Desk, they can dispatch a tech to activate the port for you.

 

Can I use a streaming device such as Apple TV, Chromecast or Roku?

Yes, you can. If you experience difficulty with any of these devices, please contact the IT Help Desk for further assistance.

 

I can’t access the internet from my personal computer. What can I do?

If you successfully get connected to ONUwifi, but still cannot access the internet, try opening another browser window and navigating to any website. If that does not work, try turning off the wifi on your device and turning it back on or restart your device completely.

If these steps do not work, please visit the IT Help Desk for further troubleshooting.

 

I can’t connect to either ONUwifi or ONUguest, what now?

Try turning the wireless adapter on your device off then back on and try to reconnect. If you still cannot get connected, please contact the IT Help Desk for further troubleshooting.

**ONUGuest is also used for gaming consoles & streaming devices. Students will need to contact the ONU IT Help Desk and provide the wireless MAC address of their device in order to connect successfully.

 

I don’t see my network drives on a lab computer. How do I get them back?

Logging out and back in usually solves this issue.

 

Can I get to the P: drive from off-campus?

Yes. You will need to download the VPN client and install it on your computer before the P: drive can be mapped to your computer.  Please see the following help documents:

 


Printing


How much does it cost to print?

Cost for printing is $0.20 per color page and $0.04 per black and white page.

 

How do I check my print balance?

This is done by going to http://onuprinters.onu.edu:9191/user.  Once logged in, you can also release print jobs and view your transaction history from here.

 

I believe my printing balance is wrong, who should I contact?

If you believe there is an error in your print balance, please contact the Controller’s Office at 419-772-2014.

 

How do I retrieve a print job from a Konica?

The easiest way is to swipe your ONU ID on the card reader.  Once authenticated, go to Release, highlight the jobs you would like to print and hit the Start button.  For more information, please see this help document:

https://drive.google.com/a/onu.edu/file/d/0BwyH0kEzMOQ0MEpUYnlIZG5jWUE/view

 

Can I print without my ONU ID?

Yes, you can type your username and password on the Konica touchpad.  Alternatively, you can go to http://onuprinters.onu.edu:9191/user to release print jobs and view your transaction history.

 

There is an error on the Konica screen, what do I do?

If you see an error on a Konica printer, please contact the IT Help Desk with the error code. They will dispatch a tech immediately to troubleshoot the issue.

 

What should I do if my document does not print?

You can try releasing the job from the web interface (http://onuprinters.onu.edu:9191/user). If this does not work, please contact the IT Help Desk.

 

I’m a Mac user and I’m getting a ‘Hold for Authentication’ error. What now?

This typically happens when you change your ONU password. All you have to do is update the Keychain Access entry. Please see the following help document for details:

https://docs.google.com/a/onu.edu/document/d/1ODJavqCsvgRdqKhURRqGyC020MA9KHPemYjMzgckU_M/

 


Phones & Voicemail


What do I dial to get an outside line?

Simply dial 8 to get an outside line.

 

If I wish to change the recording of my personal greeting, how can I change it?

Dial 2860, enter your mailbox #, enter your security code, dial 3,1,3 and follow the prompts.

 

If I wish to change the recording of my name, how can I change it?

Dial 2860, enter your mailbox #, enter your security code, dial 3,1,5 and follow the prompts.

 

How can I change my security code?

Dial 2860, enter your mailbox #, enter your security code, dial 3,1,4 and follow the prompts.

 

Even though I've set up my voice mailbox, the voice mail system never answers my phone. What's wrong?

You need to forward your phone to 2860 when busy and when you don't answer by performing the following procedure:

  • Pick up your telephone handset and dial *0 then 2860, hang up.
  • Pick up your telephone handset and dial *5 then 2860, hang up.

 

How can I stop my phone from forwarding to voicemail?

Pick up your telephone handset and dial #0, then hang up.
Pick up your telephone handset and dial #5, then hang up.

 


Gaming Consoles


How do I connect my gaming console to the wireless network?

Record the MAC address of your console and call or email the IT Help Desk with this information.  It will be added to our database allowing you to connect to the ONUGuest network.  You must do this or else you will not be able to connect to this SSID.

 

Can I connect my gaming console into the ethernet port in my room?

No, gaming consoles and streaming devices should connect to the network wirelessly. Please send the wireless MAC address of your device to the ONU IT Help Desk to have to have a filter created on the ONUGuest network.

 

Information Technology: Help Desk

IT Help Desk

419-772-1111
help-desk@onu.edu
Northern Commons Room 121
525 South Main Street
Ada, Ohio 45810
Monday: 8 a.m.-5 p.m.
Tuesday: 8 a.m.-5 p.m.
Wednesday: 8 a.m.-5 p.m.
Thursday: 8 a.m.-5 p.m.
Friday: 8 a.m.-5 p.m.
Saturday: Closed
Sunday: Closed