Frequently Asked Questions

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This section is designed to answer frequently asked questions regarding ResNet. If you have a question that is not listed here, please call the OIT Help Desk for assistance.

Q1: What hardware is required to connect to ResNet?

Please refer to our minimum requirements.

Q2: What software is required to connect to ResNet?

Please refer to our minimum requirements.

Q3: I can't connect to ResNet. Who should I call for help?

If you are still unable to connect to ResNet after following the instructions on this website or the ResNet Connectivity Guide, please contact the OIT Help Desk for further assistance.

Q4: I'm having problems getting through the ResNet Signup Wizard. Can you help?

Please contact the OIT Help Desk for assistance.

Q5: I keep getting the ResNet Signup Wizard even though I've already completed it and shut down my computer for at least 10 minutes, what should I do?

Eventually you may have to go through the signup process again, but first call the OIT Help Desk for assistance.

Q6: The ResNet Signup Wizard keeps telling me that I've changed rooms, but this is my first room. What should I do?

You are probably getting this message because the room you are signing up from is not the same room that the Housing Assignments Office has assigned to you. Check with your Residence Hall Coordinator to verify that you are assigned to the correct room. If you are assigned to the correct room, please contact the OIT Help Desk for further assistance.

Q7: If I decide to change rooms, will I lose my connection to ResNet?

Yes, you will lose your connection for 3 to 5 business days from when you complete the room check-in/check-out procedure. Your connection is based on your currently assigned room and you will lose that connection until the Housing Assignments Office updates their system with your new room assignment.

Q8: I was connected to ResNet, but now it has stopped working. What should I do?

First, check to see if your roommate and others on your floor are having the same problem. If they are, then all or part of the network may be down, in which case one person should contact the OIT Help Desk and alert them of the network outage. If no one else is having a problem, then something may be wrong with your computer or your connection, in which case you should contact the OIT Help Desk.

Q9: I have a game console that is network capable. Will it work on ResNet?

If you use game consoles such as PlayStation, XBox, and Nintendo to play online games, you will need to purchase a router. Connect the router to the data jack on the wall of your room, then connect your computer and game console to the router. Refer to Gaming and Routers for more information.

Q10: Is my computer safe from hackers and viruses while I am connected to ResNet?

No! For more information on securing your computer, refer to Security.

Q11: I have some advanced knowledge of networks, and I would like to set up my own network in my room. Am I allowed to do this?

You are permitted to connect a router to ResNet. This allows you to connect multiple devices to the network. Hubs, switches, servers, "network appliances" and wireless equipment are not allowed. If your router has a built-in wireless access point, it MUST be disabled. Please refer to the ResNet Acceptable Use Policy.

Q12: I need help with my e-mail. Who should I call?

Refer to E-mail at WVU for additional information. If the information presented there does not resolve your problem, please contact the OIT Help Desk.

Q13: I need help with MIX. Who should I call?

Please contact the OIT Help Desk.

Q14: I'm having problems using a certain program on ResNet, but it worked fine from home. What is wrong?

Viruses, spyware or improperly configured firewalls may interfere with a program's operation. Another recently installed program may have broken the program. In some cases, security measures implemented by the University to protect ResNet users may be interfering with the program's operation. If you have a question about a specific program, please contact the OIT Help Desk. Please understand that the OIT Help Desk will not assist you in getting the program to work, they can only inform you if it is blocked. For help in getting a specific program to work, please contact the Technology Support Center.

Q15: I use AOL for my ISP at home, can I use it here on the network?

Yes. AOL can be configured to work on ResNet (AOL tech support should be contacted if you need help). It is important to understand that AOL is not necessary for a connection to ResNet. In some cases, the use of AOL on ResNet has prevented students from getting a network connection altogether. In such cases, it is necessary that AOL be uninstalled.

Q16: Can I use peer-to-peer file-sharing programs, such as BitTorrent, Grokster, KaZaA and Limewire?

Refer to Illegal Downloading.

Q17: Why can I browse the web quickly, but when I play an online game, everything is slow, or I keep getting disconnected?

There are many potential causes, but we suggest you try the following: (1) make sure you are connecting to the Internet via the wired connection in your room and not an unauthorized wireless network; (2) if you are using a router to connect to ResNet, try connecting your PC directly to ResNet to eliminate the router as the source of the problem; (3) check your connection speed to ResNet with our ResNet Speed Test ; (4) if you use a personal firewall on your computer (e.g. Windows firewall), make sure that all ports required for the game are open, i.e. allowed through the firewall; (5) if you know other residents who play the same game, ask if they are having similar problems. You may be playing the game during a high traffic period on ResNet, which would cause slowness or timeouts (disconnects). It is also possible that one or more TCP/IP ports required for the game are blocked or otherwise restricted for security purposes.

Q18: The network seems to be running very slowly. What is causing this?

There are a variety of potential causes. Try our ResNet Speed Test. The transfer rate should be at least 200KB per second but will most likely be in the MB range. If you are unable to download the file or the speed is consistently below 200KB per second, this indicates a problem with your computer or your network connection. Please contact the OIT Help Desk for assistance.

 

If you successfully download the file at transfer rates greather than 200KB per second, this typically indicates an "Internet problem". If your connection to a single website is slow, this indicates a problem with that particular site's Internet connection. In most cases, the problem is temporary, but if it persists, you will need to contact the owner of the site to resolve the problem. However, if your connection to several websites is slow, this is more indicative of a problem with ResNet's Internet connection. It may be the result of a temporary service outage or period of unusually high traffic, in which case your patience is appreciated as we work to resolve the problem.