Frequently Asked Questions

  1. What username and password do I use to access the different services on campus?
  2. Why do my passwords expire every 120 days and why can’t I use the same password that I have used in the last year and a half?
  3. How do I change my passwords?
  4. 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?
  5. Who do I talk to about buying a new computer, printer, or other computer peripheral?
  6. What software comes installed on campus workstation computers?
  7. What is Geo Team support and who is covered?
  8. What is Helpdesk support and who is covered?
  9. How do I request Helpdesk support?
  10. How long until my computer issue or request is addressed at the Helpdesk?
  11. What is your support for printers?
  12. What do I do if I think my computer has been compromised by a virus, malware, or other outside sources?
  13. Will the Helpdesk fix my home computer?

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

All access on campus is through the same username.  The passwords may be different.  The username is automatically created in PeopleSoft and is formulated with your last name. But if that is not unique enough, it will combine portions of your first name and last name to create a username, for example, John Smith = smitjo.

SeaWolf ID/LDAP username and password is for accessing PeopleSoft, Email, Meeting Maker, student lab computers, tech classroom computers, and the campus wireless network.

Solar Windows Domain username and password is for accessing any computer that is used on our administrative network.  You will need to request an account on this domain with an account request form that will need to be signed by your appropriate administrator and turned into the Helpdesk.

Web Account username and password are used to edit web pages on the sonoma.edu website.  Please refer to the Web department’s FAQ for more information.

Why do my passwords expire every 120 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 or call him at 664-2055.

How do I change my passwords?

If you know your current password and it is not expired:

Seawolf ID/LDAP password can be changed on the SSU website password change page

Solar Domain password change:

Web Account passwords need to be changed at the Helpdesk with a picture ID or on SSU's eTools website.

Expired Passwords will need to be reset at the Helpdesk and require that you present a photo ID.

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?

To access this information please click here and input your SeawolfID credentials.

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

You may ask the Helpdesk 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 online form at https://www.sonoma.edu/it/etools/authenticate/certification.shtml.

Information about hardware and software requirements can be found here

What software comes installed on campus workstation computers?

Click here for a list of software IT installs on its images.

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 may contact the appropriate 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 Helpdesk support and who is covered?

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

How do I request Helpdesk support?

Any person who needs assistance on campus can call 4-HELP (664-4357), walk into the Helpdesk located on the south side of the first floor of Schulz, or email us at help@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 Helpdesk?

When you contact the Helpdesk 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 Helpdesk 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 Helpdesk and the response time may increase

What is your support for printers?

The Helpdesk 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 Helpdesk 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 just be a virus or malware then contact Helpdesk and we will have a technician evaluate your machine.

Will the Helpdesk fix my home computer?

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

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

The Helpdesk will assist students that live in the Residential Community to access the network.  This service includes troubleshooting virus, malware, or network configuration issues that students may encounter while living on campus. This does not cover repair or upgrade of the operating system or applications.