Windows troubleshooting

Windows Troubleshooting

ResNet 2012

SECURITY

SecurityWindows Security:The majority of Windows machines on campus are now Windows Vista and above, and therefore are more secure than previous (XPAand below) editions of Windows. PCs are now treated similarly to Macs.

BUVS:Given that Windows PCs are more secure, BUVS is no longer required to connect to ResNet. (Only used internally by Desktop Services).

Antivirus:Officially licensed BU antivirus is McAfee Enterprise. We may also recommend Microsoft Security Essentials for personal use, not office use.

Dealing with virusesVirus Removals:No virus removals in the field. If a virus is suspected or found, refer the machine to 533 for free virus removal service.

Antivirus software:We may assist with the installation and updating of BU antivirus software in the field. If the client has an up to date antivirus they have paid for, do not suggest to or remove the software. If the client has an outdated antivirus program, suggest BU solutions.

WIRELESS

Wireless NetworksBU (802.1x):Everyday use, modern PCs and Macs as well as smartphones.

BU (Requires VPN):For Legacy Devices (Windows pre-Xp SP3/OS X Pre 10.4).

BU Guest (Unencrypted):Access for guests endorsed by current members of the university.

BU Wireless Help:Provides information about wireless networks (no internet connectivity).

BU (802.1x)

• Windows Xp

• Windows Vista

• Windows 7

BU Guest NetworkAccess:Access to guest network is granted by a BU member to a guest by creating an ID on the NetReg re-direct page. This page is where the ID is also entered. Access can be from one day to one week.

Restricted:Many software programs (such as games and mail programs) will be unable to communicate over the guest network because of blocked ports.

Responsibility:If a student/faculty/staff member endorses someone for guest wireless access, they are responsible for any copyright infringement committed by that guest. The IT Help Center and its employees cannot for any reason sponsor a guest account.

Wireless coverageDorms and Classrooms:Large dorms have wireless almost everywhere, as well as classrooms. Parts of south campus and bay state brownstones have wireless coverage.

Check:List of floors with routers and coverage at nseg-cms.bu.edu. This can be accessed by returning students and staff. New students, please ask about coverage.

Remember:Just because a wireless signal can be found, does not mean there is a close router and supported wireless (may be picked up from other nearby locations).

VPNUses:VPN is only used for very specific purposes, such as access to network-restricted resources off campus or wireless connections requiring VPN.

AnyConnect:An online web-based installer for Windows machines.

Cisco Client:Used for 32-bit Windows machines that won’t work with AnyConnect. The following settings are used with the Cisco program:-Host/Server: vpn.bu.edu-Group Name: BostonU-Shared Secret: BostonU-Login credentials: BU login name/Kerberos password

Important IP Addresses0.0.0.0:No address given (likely physically disconnected).

10.*.*.* or 192.168.*.*:Most likely connected to a home router (not allowed in dorms) or a static IP address from a home network which needs to be removed for connectivity.

10.66.*.*:Machine has yet to be registered (wired only) or is quarantined due to DMCA violation/virus activity.

Important IP Addresses (cont.)128.197.*.*:

BU office network/IT Help Center internal network.

168.122.*.*:Dorm and 802.1x IP addresses.

169.254.*.*:Self assigned IP (no IP from DHCP server). Troubleshooting required.

Wireless TroubleshootingWindows Xp SP3:In order to connect to BU (802.1x), Windows Xp PCs must have Service Pack 3 installed. (An alternate hotfix is available, but SP3 is recommended as it is the only version of Xp Microsoft is now supporting).

Start From Scratch:A first line troubleshooting step, manually delete and re-enter the 802.1x profile.

Third Party Software:Third party wireless managers often do not support 802.1x, ask permission and remove this software as necessary. Some third party security software such as proxy software and PeerGuardian may also introduce connectivity issues.

Wireless Troubleshooting (cont.)

Double Check:Always ensure your settings have been saved properly. Refer to TechWeb to ensure the settings are correct.

Check Accounts:Check for account issues, such as account being disabled in IncTrac (DMCA/Virus) or lack of PPP access. (Staff can also check for further account-related issues).

Kerberos Sync:Some accounts have not been synced to the Active Directory. Direct client in a browser to bu.edu/kpw to synchronize Kerberos password to AD.

Wireless Troubleshooting (cont.)

Viruses and Spyware:Often times malware infections can cause connectivity issues. (Machine should then be referred to 533 for removal service).

DNS and DHCP:Make sure both of these settings are automatic on the machine. Static IP addresses carried over from home networks will not work and will prevent connectivity until removed.

Wireless Switch:Some PCs have poorly placed wireless switches that often get hit into the off position. (Wireless device will appear as not installed).

INCTRAC

IncTrac Search Screen

If all troubleshooting appears to be ok, check to see if the

account has been suspended due to a virus/copyright

incident.

Example of incidents

What IncTrac will show if open incidents exist on an

account. Copyright incident for DMCA violations, security

incident for viruses.

Status of accountRed = disabled, Green = enabled.

PPP/VPN disable means wireless and VPN access have been disabled, Kerberos disable

means the user’s Kerberos password has been disabled (typically for recurring incidents).

About disabled accountsReason for Disable:Why was the account disabled? Was it a DMCA violation or for security reasons?

Account Re-enabling:Ask a CSS/staff member to check the status of an account, and the details on how the client needs to proceed in order to have their account re-enabled.

PROJECTORS

Windows Xp

• After the projector is plugged in and turned on,

Windows Xp should recognize the projector.

• Right click in an open area on the desktop, and

choose “properties”.

• Choose the settings tab in the display properties

menu. Choose “monitor 2” as the active monitor,

from here you can adjust the settings such as

resolution as needed to the client’s satisfaction.

Windows Vista

• After the projector is plugged in and turned on,

right click on the desktop and choose

“personalize”.

• Windows Mobility Center will appear:

• Turn on the projector from this window.

• A presentation settings window should appear to

allow you to make adjustments as needed.

Windows 7

• After the projector is plugged in and

turned on, press the Windows key +

P to bring up the menu:

• After this has been pressed, choose

the choice the client prefers.*Source: Microsoft.com

*

If you get stuck…

• When in doubt, always ask for help

first.

• Ask a senior student (black lanyard)

or CSS staff member for assistance.

• 20 minute rule.