Frequently Asked Questions

  1. How can I use a wireless device in my dorm?
  2. Can I use my wireless printer in the dorms?
  3. What username and password do I use to access the different services on campus?
  4. Why do my passwords expire every 180 days and why can’t I use the same password that I have used in the last year and a half?
  5. How do I change my password?
  6. If I am a faculty or staff person and need to purchase specialty software for my SSU state tagged machine, how do I do that?
  7. Who do I talk to about buying a new computer, printer, or other computer peripheral?
  8. What software comes installed on campus workstation computers?
  9. How do I get a copy of LecShare or LecShare Pro installed on my computer?
  10. What is Geo Team support and who is covered?
  11. What is Help Desk support and who is covered?
  12. How do I request Help Desk support?
  13. How long until my computer issue or request is addressed at the Help Desk?
  14. What is your support for printers?
  15. What do I do if I think my computer has been compromised by a virus, malware, or other outside sources?
  16. Will the Help Desk fix my home computer?
  17. What is the difference between IMAP and POP email configurations and which should I use?
  18. How do I get Mathematica on my computer?
  19. What is a Local Administrative Account?
  20. Does IT have Hardware and Software Standards?

How can I use a wireless device in my dorm?

SSU provides several wireless networks for use with your wireless device. Information regarding the available wireless networks and instructions on how to connect to each is located at WiFi at SSU. IT recommends you connect to SSU-SECURE whenever possible to ensure a safe, secure connection that allows you to stay connected without reauthenticating.

Students living in the Residence Halls with wireless devices that cannot connect to SSU-SECURE or ResHall-WLAN (e.g., Xbox 360, Nook, etc.) may request access to connect to ssu-blue. To request access for a device to ssu-blue, you will need to provide your full name, phone number, dorm building and room, the device that you want to connect, and the wireless MAC address of the device to the IT Help Desk.

Wired connections are not available in the Residence Halls. For more information, please call or stop by the IT Help Desk located in the Schulz Library.

Can I use my wireless printer in the dorms?

No. Wireless printing is not available in the dorms. To use your printer you will need to have a printer cable and attach it to your workstation/laptop directly.

What username and password do I use to access the different services on campus?

Seawolf ID/LDAP username and password is for accessing PeopleSoft, Email, Moodle, student lab computers, tech classroom computers, the campus wireless network, Solar domain and fileshares.

Web Accounts use the Seawolf ID to access and edit web pages on the www.sonoma.edu web server.  Please refer to the Web Office FAQ for more information.

Why do my passwords expire every 180 days and why can’t I use the same password that I have used in the last year and a half?

This is a standard industry practice and was required based on audit findings by the CSU.  This is to help ensure that your confidential information is not compromised.  If you feel at any time that any of your accounts have been accessed without your permission please contact our Information Security Officer at iso@sonoma.edu.

How do I change my passwords?

Seawolf ID/LDAP password can be changed on the SSU PIN Master Change Password page.

If I am a faculty or staff person and need to purchase specialty software for my SSU state tagged machine, how do I do that?

SSU has a purchasing agreement with SHI. See SSU's vendor for Adobe and Microsoft purchases (Seawolf ID required) for contact information, purchasing and installation request instructions.

Who do I talk to about buying a new computer, printer, or other computer peripheral?

You may ask the IT Help Desk or your Geoteam consultant for a recommendation, depending on the nature of the purchase they may suggest you check with the Director of Workstation Services and Security for a recommendation.

Your administrative coordinator or manager will need to obtain an IT certification before ordering the computer equipment.  To do this they will need to fill out the IT Purchase Certification form.

Information about workstation hardware and software standards .

What software comes installed on campus workstation computers?

There are two images for employee machines. There is a staff image and a faculty image. Click here for the software list that IT currently installs on these images.

How do I get a copy of LecShare or LecShare Pro installed on my computer?

LecShare is no longer supported by the developer, and is no longer available for installation on SSU computers.

What is Geo Team support and who is covered?

Geo Team support was originally packaged as part of the SSUITE Program which was and is a contracted service. Some years ago the university provided additional funding to extend Geo Team support to most of the administrative staff on campus. The program covers machines and the people to which the workstation is assigned. Anyone working on the Geo Team machine should contact the appropriate Geo Team consultant. 

Assigned consultants are primary contact for all IT issues, even issues that may involve other members of IT. In this case the consultant acts as a facilitator. Consultants see all problems through to their resolution. Consultants will do their best to respond to a call within four working hours (this does not constitute resolution of said issue).

IT owns all machines that are part of Geo Team and also stores replacement machines in house to ensure timely replacement of non functioning computers.

Geo Team users receive a roaming profile on our Windows file server. This allows their desktop, settings, email, and address book to be backed up to our server at log out. This helps ensure that a replacement machine will not hinder workflow. Geo Team users do have restrictions on what can be installed on their machines. All custom software has to be reviewed by the consultant and Workstation Security Services manager. This is to ensure compatability and security standards are upheld. Geo Team users are not allowed to have administrative privileges to their desktops.

What is IT Help Desk support and who is covered?

IT Help Desk support is the service level for anyone using a state tagged machine that is not on Geo Team support.

How do I request IT Help Desk support?

Any person who needs assistance on campus can call 4-HELP (664-4357), walk into the IT Help Desk located on the south side of the first floor of Schulz, or email us at helpdesk@sonoma.edu . We suggest that any urgent requests be called in or walked in.

How long until my computer issue or request is addressed at the IT Help Desk?

When you contact the IT Help Desk we will attempt to resolve your issue, if possible, while you are on the phone. If a work order has to be opened the SLT (Service Level Target) for all IT Help Desk requests is that we will contact you within 24 hours after the initial request. This does not constitute that we will fix it within that time. The technician will arrange a time with the requester to resolve the issue in a timely fashion.

Please be aware that at the beginning of every semester there is a high volume of requests to the IT Help Desk and the response time may increase

What is your support for printers?

The IT Help Desk will install and help configure IT Certified network printers on the campus network. SSU does not support wireless printers or printing to printers from a desktop on the wireless network. The IT Help Desk will not fix hardware issues with printers.

For hardware related service your department will need to contact Discovery Office Systems at 707-570-1050, the original manufacturer, or other certified printer technicians .

What do I do if I think my computer has been compromised by a virus, malware, or other outside sources?

Turn your computer off. 

If you believe you have Level 1 Personal Confindential Information that has been compromised on your computer physically or digitally please contact our Information Security Officer at iso@sonoma.edu immediately.

If you think it may be a virus or malware, contact IT Help Desk and we will have a technician evaluate your machine.

Will the IT Help Desk fix my home computer?

Unfortunately no. The IT Help Desk is not funded to handle the support of staff, faculty, or non-resident student personal computers.

The IT Help Desk will provide for personal computers some basic troubleshooting advice and configuration assistance and we can troubleshoot basic campus wireless network connection issues. 

The IT Help Desk will assist currently enrolled students.  This service includes troubleshooting virus, malware, or network configuration issues that students may encounter while on campus. This does not cover repair or upgrade of the operating system or applications.

What is the difference between IMAP and POP email configurations and which should I use?

In general, POP downloads your mail to your computer and IMAP leaves the mail on the server. See Exchange or Seawolf Gmail for instructions on configuring different email clients.

How do I get Mathematica on my computer?

All faculty, staff and students can download and install Mathematica from Wolfram. All you need is to set up an account on Wolfram's webpage with your SSU email account. Here are the directions on how to do this.

What is a Local Administrative Account?

A Local Administrative account gives the user full access to their local workstation. To apply for an account, please submit the Certification for Management and Administration of University Computers to the IT Help Desk.

Click here for guidelines for obtaining a local administrator account.

Does IT have Hardware and Software standards?

IT does have a list of hardware and software standards. Look at workstation standards. If you have any questions about these standards, please contact the IT Help Desk