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Tech FAQs for Emergency Response

I am a student & need tech help. Who do I call?

For student-related tech questions call the WashU IT Service Desk at 314-933-3333.

I need help with 2 Factor Authentication. Where can I find 2FA/Duo information?

To check your 2FA status, please go to connect.wustl.edu/2fa

2 Factor Authentication combines something you know (your credentials) with something you have (a phone, tablet, or code). Applications and web sites that integrate WashU 2FA provide enhanced security protection for your WUSTLKey.

To enroll in WashU 2FA, visit it.wustl.edu/home/how-to/wustl-connect/washu-2fa-two-step-authentication/enrollment/

What if I am being prompted for 2FA access, but don't have the Duo Mobile app?

Please visit this page for instructions.

How do I setup and access Zoom?

Make sure your computer is ready by test your internet connection, software, camera and microphone using the Zoom test tool at https://zoom.us/test.

Zoom is a web based video conferencing service available for free to all students and staff. Neither the Zoom web nor desktop application require 2FA or VPN access

In order to create an account with no time limit, you will need to set up a WUSTL Zoom account (You can find instructions for how to do this here)

Where can I find more information about Zoom?

Students, visit the Teaching and Learning Continuity website here for tip on using Zoom for class

Check out this Zoom Cheatsheet for additional information about how to use Zoom web or desktop application

How do I setup and access Box?

WUSTL Box is a cloud-based file storage and sharing solution available for free to all students and staff.

Simply login using your WUSTL Key at wustl.app.box.com and your WUSTL Box account will be created.

Where can I find more information about Box?

Please visit the WUSTL Box FAQ here for additional information about how to use Box.

How do I setup and access ArcGIS?

Current WashU students, faculty and staff may obtain a fully functional copy of the ArcGIS Desktop software from WU Libraries. You can find out more information about how to install ArcGIS Desktop here.

You can also access ArcGIS Online a cloud-based suite of GIS tools that run in your browser and facilitate web map creation and publishing. You can find out more information about how to access ArcGIS Online here.

Where can I find more information about ArcGIS?

The WU Libraries staff have created tutorials for ArcGIS Desktop and Online along with links to other ArcGIS resources which can be accessed here.

You can find more information about GIS services, along with online help desk hours at the following link here.

Where can I get help with Canvas?

24/7 Canvas Support

Canvas offers students 24/7 technical support. Simply click the Help button
from the Global Navigation Menu and select Chat with Canvas Support (Students) or Canvas Support Hotline (Students). You can also Search the Canvas Guides to find answers or Report a Problem.

Also, check out these Canvas FAQs: https://mycanvas.wustl.edu/studentsupport/

Where can students go for information about online learning?

Students should go to Strategies for Learning Remotely on the Teaching & Learning Continuity website for information about the shift to online learning. Also see Frequently Asked Questions on that site.

I see Eduroam as a network option. How do I connect to the internet via Eduroam?

While each device configuration is different, they all follow the same basic directions:

Select the wireless network eduroam from the list of wireless networks.
Select Connect (check Connect automatically if you’d like).
Enter your WUSTL Key username with an @wustl.edu after it.
- For example, if your WUSTL Key is jemurray you would enter jemurray@wustl.edu for the username.
Enter your WUSTL Key password.
You may be prompted to accept a certificate, select OK, Accept, Agree and Accept, Continue, or Ignore (it varies based on your device type).
- If a window appears requesting additional settings, complete as such:
  - EAP Method: PEAP
  - Phase 2 Authentication: MSCHAPv2
  - Certificate: None or Unavailable
  - Anonymous: Leave blank
  - Username: WustlKeyUsername@wustl.edu
  - Password: Wustl Key password
- Android users may need to select a CA certificate setting. Choose Do not validate (or Not Required or None, depending on your system). You may also need to specify your Phase 2 Authentication as MSCHAPv2.
You are now connected to eduroam.

If you are unable to connect following these instructions, you may have to check your advanced settings, by following the instructions found here.

As a 3rd party service, there are times when the login might not work initially; trying again from a different location or an hour or two later typically works.

For a list of participating Eduroam institutions, check the Eduroam website.

What if I don’t have internet at home or my internet is too slow?

If you are in an area served by either Charter or Comcast, you may be able to get free Internet service for the rest of the semester:

Charter Spectrum Broadband
“Charter will offer free Spectrum broadband and Wi-Fi access for 60 days to households with K-12 and/or college students who do not already have a Spectrum broadband subscription and at any service level up to 100 Mbps. To enroll call 1-844-488-8395. Installation fees will be waived for new student households.”
Source: https://corporate.charter.com/newsroom/charter-to-offer-free-access-to-spectrum-broadband-and-wifi-for-60-days-for-new-K12-and-college-student-households-and-more
Comcast Internet Essentials
“Effective Monday, March 16, 2020, Comcast is offering 2 months free to new Internet Essentials customers in response to recent and anticipated emergency measures associated with the Coronavirus (COVID-19).”
Source: https://www.internetessentials.com/covid19

If you have financial issues preventing you from being able to obtain internet access, we recommend that you request financial support via the COVID-19 Emergency Fund here. The deadline for student applications is tomorrow, April 7 at 5 p.m. Central Time

I don’t have (it’s broken, not powerful enough) a computer for online instruction – can I receive funding for this?

We recommend that you request financial support via the COVID-19 Emergency Fund here (The deadline for student applications is tomorrow, April 7 at 5 p.m. Central Time)