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Computer Diagnostic Center: What We Support

What We Support

Our help desk is responsible for assisting users with a variety of tech problems, most of which will fall under the following categories. See the appropriate guide pages for more information.

  1. Campus Network: We can help clients connect to CSU's networks, troubleshoot network connectivity on-campus or in locations run by HDS, as well as assisting clients with setting up the VPN for access to CSU sites off-campus.
  2. Canvas Front-End Support: We can help students and professors who are having trouble with utilizing Canvas, seeing courses, exporting their class schedule, and other issues with the Canvas site that are not required to be fixed by the Canvas team.
  3. Classroom Support Services: We provide basic level 1 classroom support to the general assignment classrooms around campus, focusing on the classroom technology such as projectors, the touch panels, and podium PCs.
  4. College eLab Support: We can provide basic support for connecting to the computer labs run by the colleges on-campus or off-campus using the VPN.
  5. Computer Assistance: We can assist clients with software issues on computers such as out-of-date drivers, running battery reports, downloading basic software, etc. We also provide assistance for regular computer maintenance such as fixing slow, low-storage, and outdated computers where possible.
  6. DMCA Violations: Though rare, we do process DMCA violations.
  7. DUO Two-Factor Authentication: We are the main contact for users when they have issues with Duo. This includes helping users register, adding/removing phones in Duo Admin, unlocking users, and troubleshooting.
  8. Email Assistance: We can provide clients with help in using and troubleshooting their university email and the connected products (Google Apps, Office 365, calendar, etc.)
  9. Hardware Diagnosis: We can attempt to diagnose a hardware or operating system issue for clients, but will need to refer them to Ramtech or a third-party computer repair shop for the actual repairs.
  10. I.S. FAMweb Portal: We provide information and front-end support for FAMweb, such as logging in, viewing financial aid, paying bills, etc.
  11. NetID Account Assistance: We can help clients with NetID issues that do not have to be resolved by Middleware. This includes walking clients through the process of activating or reactivating their NetID account, answering NetID questions, and helping clients reset their password.
  12. Telecommunications Support: We are the first level of Telecom support. We can set up conference calls for clients, troubleshoot basic problems with CSU-issued phones, and assist clients in using myphone.colostate.edu. Telecom also forwards their main phone number to us, so we are responsible for fielding Telecom requests and escalating where applicable.
  13. Virus Protection: We can assist users with installing an antivirus of their choice, educate users on how to avoid malware, and make recommendations for antivirus software. We also assist users with removing suspected malware.

 

What We Don't Support

The following is a list of services we are most often mistaken for supporting. If you'd like to add anything to this list, please contact the current guide editor.

  • Non-IT Services: We are not responsible for assisting clients with billing, admissions questions, employment opportunities, etc.
  • Cable TV Support: Residents of on-campus apartments would previously be able to access cable TV services through CSU, however this was discontinued in June 2022. As a result, we no longer provide support for cable TV issues.
  • Printers: Department printer issues should be referred to their IT group or desktop support contact. Personal printer issues should be referred to the manufacturer.
  • CSU-Issued Computers: While we can do basic troubleshooting for workstations and other CSU-issued computers, there are limits to our support. Some departments have separate logins for their computers, or admin permissions. After we do what we can, make sure to refer clients to their department's IT.
  • Non-CSU Software: You can help clients troubleshoot the software to the best of your ability, but if the software is not used university-wide, it may be best to point clients to the following:
    • Department/college IT for software that is commonly used by their group.
    • TA's and professors if the software is specific to a handful of classes.
    • The software's support team, especially if the issue appears to be related to compatibility or a flaw in the software.
  • Extended Software Support: Our support for Office 365, Google Apps, and other commonly-used software is centered around installation, and troubleshooting issues that prevent the user from utilizing the products. Teaching clients how to use the products (Excel formulas, in-depth Google Docs formatting, etc.) is better handled by sending the client to the products' respective online resources, if you personally are not familiar with the request.