Computer helpdesk and enquiries
Contact details of the Wolfson IT office are given on the Computing Facilities Contact page.
The University Computing Service also operates a helpdesk.
Reporting a problem
When reporting a problem with a public workstation, please provide
- a description of what you were trying to do and what went wrong
- the station name (see label)
- the exact date and time of when you observed the problem
When asking for help with your own computer or an in-room network connection, please always include at least the following information:
What exact operating system version are you using?
If you don’t know, and it may be some form of Microsoft Windows, then go to the taskbar at the bottom of your screen, click Start, and then click Run. In the Run dialog box, type winver, then click OK. A dialog box will then display the version that you are running. Under Unix/Linux type uname;cat /etc/issue.
- Where is your computer connected (room number), what is the number on your network wall socket, and what is your phone number?
What were you trying to do and what went wrong?
Exact quotes of any error messages that you got would be most helpful.
What exact version of application software were you using?
Most programs display their version number when you select in its Help menu the About function.
When exactly did you first/last observe the problem?
Knowing the exact time helps enormously to spot network problems in records of past network activities.
What Internet address (IP address) and Ethernet address (MAC address) does your computer use?
Under Windows, the IP address setting can usually be found in the Control Panel under Network Connections, Local Area Connection, Internet Protocol (TCP/IP), Properties. Alternatively, go to the taskbar at the bottom of your screen, click Start, and then click Run. In the Run dialog box, type command, and in the window that opens type ipconfig /all. This will display all the information about the configuration of your network connection, in a form that you can copy and paste easily into emails. Under Unix/Linux type /sbin/ifconfig.
- What anti-virus, firewall or spyware-removal tools do you use and how up-to-date are they?
Two laser printers are available for the managed cluster in the computer room. They can only be used via the PWF login. Page charges for their use will appear on the College bill.
Network connections for in-room computers
To use the Wolfson College Computing Network with your own computer via the socket in your room, you need to apply for an IP network address with the computer officer. If your computer is not already equipped with a twisted pair Ethernet or 10BASE-T connector and you do not already have a suitable Cat5 connection cable, talk to the computer officer about getting an adapter and cable.
If the network socket in your room is not yet enabled, any attempt to use a web browser from this socket should lead you to a College online form where you can apply for an Internet connection. Simply follow the instructions given there.
Before you connect your computer to the network, make sure it is set to Automatic IP address configuration (using the Dynamic Host Configuration Protocol, DHCP). This will ensure that your computer receives automatically the appropriate settings for operating on the Wolfson network.
Never use an IP address on the Wolfson network that was not assigned to you by the Computer Officer.
Important: Do not use versions of Microsoft Windows older than Windows XP Service Pack 3 on our network. Ensure that you routinely install all of Microsoft’s Critical Security Updates and activate the built-in Internet Connection Firewall before plugging your computer into the network.
Please read also the Computing Service’s notes on:
More information on how to configure your computer for network services such as email, USENET newsgroups, network time synchronization, etc. can be found in Computing Service Leaflet IS5.
Computers connected to the Wolfson network are, at IP level, directly connected to a router of the Cambridge University Data Network. They have a static world-wide reachable IP address. The Computing Service blocks certain ports between Wolfson and the CUDN and some additional ones also between the CUDN and the rest of the world, for security reasons.
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