Western Kentucky University

IT Division - ResNet

ResNet - Frequently Asked Questions


What is ResNet?
ResNet is a network and computer support service available to all Western Kentucky University students in good academic standing. Provided services include hardware diagnostics and repair, software troubleshooting, network support, virus and spyware removal, and system rebuilds. The ResNet office is staffed during normal university business hours.  Service may be obtained by contacting the IT Helpdesk or coming to the Technical Support Services window located on the third floor of Mass Media and Technology Hall.
What services are available?
In addition to the hardware and software repair services, connecting to our local area network can give you access to the following resources: Topper Mail, TopNet, WKU Portal, Blackboard, WKU MyStuff (Network Storage), access to the WKU Library's online databases and much more.
Do I need to provide anything to hook up to the Internet at WKU?
You can connect to our network in two ways. A wired connection to our network requires an Ethernet network card and a patch cable. We recommend your network cable length be between 15 to 20 feet. Students can also connect via wireless in the residence halls and other various areas around campus. All residence halls are 100 percent wireless. To see the wireless status of your residence hall, go to http://www.wku.edu/it/network/wireless.php.
What are your system recommendations?
Many students and parents ask us, "What type of computer should my son or daughter get and what does it need to have on it?" Since each student's technology needs are different, ResNet does not limit itself into promoting one specific computer model. Here are some general suggestions and recommendations to keep in mind. 
  • Anti-Virus software - This is a must have! Fortunately, Western Kentucky University provides Symantec Endpoint Anti-Virus software for all WKU students. Make sure to uninstall your existing anti-virus software before you install Symantec Endpoint Anti-virus. You can download it at http://www.wku.edu/software.
  • Office Suite Software - Also, most computers need to have some form of an office suit installed on it so students can type papers, and create presentations. Two popular office packages are the Microsoft Office Suite and Open Office.
  • If you're purchasing a laptop, buy an extended warranty if possible. This could help preserve the life of the laptop.
  • Portability
  • Student's Major - Certain majors may require the use of specialized software that only a "high-end" computer can handle.  It is advisable for students to speak with their academic advisor or department head to determine if they will need to have this special software running on their personally-owned computer. 
  • If you have more specific questions, please call the IT Helpdesk at 270-745-7000 or email WKU ResNet Coordinator James Kennedy.
Do I need to buy a new computer?
It is not a requirement to buy a personal computer in order to succeed at WKU. Western Kentucky University provides Student Technology Centers (open computer labs for all students) at convenient locations across the university. In addition to six locations on the main campus, there is also one Student Technology Center (STC) at each regional campus location, and another at the South Campus (Community College). STC labs are equipped with the latest hardware, software, scanners, and laser printing. One location, in the Mass Media and Technology Hall, is open 24 hours a day, 7 days a week while classes are in session. Student Technology Centers are restricted for the use of WKU students only, and you’ll use your WKU account to log in. Check out our WKU Student Technology brochure for more about Student Technology Centers and other technology services for students at WKU.
How much do ResNet services cost?
ResNet does not charge students for the services it provides. The only costs that a student might incur is dealing with post-warranty issues on hardware or hardware replacement for any non-Dell computer. For example, if ResNet determines that a hard drive in your computer has gone bad and the computer is not a Dell and/or the computer is not under warranty, the student will be responsible for purchasing a new hard drive. Once the hard drive is purchased by the student, ResNet can install the hard drive for free.
How do I get on the Internet?
The only thing that students need to do is launch a web browser (Internet Explorer) and follow the process of installing the Network Access Control (NAC) service their computer. (PC NAC Setup Instructions) (Macintosh NAC Setup Instructions)
What is Network Access Control?
Network Access Control (NAC) is a network security system that helps to prevent vulnerable and/or infected computers from accessing the network and infecting other computers until they are properly secured and cleaned. NAC does not monitor network traffic nor can it see your sensitive data (i.e. – usernames or passwords). NAC also does not block specific applications on your local computer.
What are the Network Access Control (NAC) requirements?
There are a couple of requirements that a computer must meet in order to gain access to our network.
  • For Windows XP computers - Service Pack 3 must be installed, all critical security updates from Windows Update must be downloaded and installed and a Cisco-approved anti-virus package with the latest definitions installed.
  • For Windows Vista computers - Service Pack 2 must be installed, all critical security updates from Windows Update must be downloaded and installed and a Cisco-approved anti-virus package with the latest definitions installed.
  • For Windows 7 computers - Service Pack 1 must be installed, all critical security updates from Windows Update must be downloaded and installed and a Cisco-approved anti-virus package with the latest definitions installed.
  • For Windows 8 computers - There are no NAC validations which are enforced at this time. However, it is strongly encouraged to keep Windows 8 patched with the latest critical security updates. Also, an up-to-date antivirus package is recommended as well.
  • All Macintoshs - No requirements need to be met. 
Can two computers be connected in the same room?
Yes. There are two ports in each room. Each of you can have your own connection. Student can also connect wirelessly.
Do you fix computers?
The ResNet staff is certified to perform Dell warranty work. Whether it's a new Dell computer purchased through our special purchase program (http://www.dell.com/wku) or an older Dell that has current warranty coverage, we can perform diagnostic services, hardware ordering and replacement, and re-installation all free of charge to the student. For all other computers, we are able to do diagnostic work and re-installations. However, if we identify a hardware malfunction on a non-Dell computer or a computer that has no warranty, it will be left up to the student to purchase the new hardware. Virus and spyware removal, hardware diagnostic testing, operating system re-installations, game console registrations, and data backup are just a few of the other services we provide.
I have a MAC computer. Can the ResNet office fix it?
The ResNet office can fix software issues for Apple Mac computers, but hardware support is limited only to diagnosing of issues. Any hardware replacements will have to be taken to an Apple technician.
What do I need to bring to the ResNet office when getting my computer fixed?
When students are dropping off a laptop at the ResNet office, they need three things: the computer in question, the power adapter or charger if it is a laptop, and a photo ID of some sort (WKU ID, Driver's License, etc.).
What if I have computer problems during the semester?
Service may be obtained by contacting the IT Helpdesk at 270-745-7000 or coming to the Technical Support Services window located on the 3rd floor of the Mass Media and Technology Hall.
Can ResNet install applications such as Microsoft Office for me if I provide the discs?
ResNet will only be responsible for installing the operating system and corresponding driver software, the University provided antivirus Symantec Endpoint, and the Cisco NAC agent to ensure full access to WKU's network. Currently, all other software applications will need to be installed by the client.
What recommendations does ResNet have for obtaining an office suite, such as Microsoft Office?
Office 365 ProPlus is now available to WKU students at http://www.wku.edu/it/webmail/. Western Kentucky University now offers the Microsoft Student Advantage program. Under this program, WKU students can download and install Microsoft Office 365 ProPlus free of charge. The Microsoft Student Advantage program is provided through WKU's enterprise licensing agreement with Microsoft.  For more information about the Microsoft Student Advantage program, please visit http://www.wku.edu/it/sms/microsoft_sa.php
What advice can ResNet offer in preventing malware (spyware) infection?
Ensure an anti-virus application, such as Symantec Endpoint, is installed and updated with the latest definitions. Always ensure a source is reliable when downloading files to the computer; many infections are often received through the use of file sharing applications.
How do I register my game console to play online?
WKU's campus supports a number of wireless/wired devices, game consoles are included in this support. In order to provide internet access to these devices our networking team requires the consoles MAC physical hardware address.  Once you have obtained the MAC address of the device, please contact the IT Helpdesk at 270-745-7000 or submit a request via our online Service Catalog.
 Last Modified 4/30/14