iit help desk
A Division of Information & Instructional Technology

This information will affect all faculty, staff and students, please read!


The IIT Helpdesk is located in the Library Technology Center, room 164.
Office hours: M-Th 7:30-5:30pm
Phone: 706-864-1922
Email: helpdesk@ngcsu.edu

Help Desk Services for Students

The IIT Helpdesk offers no-charge servicing for student computers.

  • Student personal PC's
    • Spyware Removal
    • Virus Removal
    • Error troubleshooting and repair
    • System Optimization for improved speeds
    • Hardware install
    • Personal file backup
    • Operating system reinstall

Frequently Asked Questions for students

  • Which Anti-Virus programs are usuable in the dorms?
      To be able to access the internet in the dorms you will need an active, up to date anti-virus program. NGCSU uses a monitoring program called SafeConnect. The Following anti-virus programs are compatiable with SafeConnect:

      Sophos
      Authentium
      Panda
      McAfee
      Microsoft OneCare
      AVGuard
      TrendMicro
      Symantec Corp
      Avast
      EZ Antivirus
      McAfee
      Bitdefender
      Symantec
      Kaspersky
      AVG
      TrendMicro Corp
      SpySweeper AV
      ZoneAlarm
      NOD 32

  • How do I get email on my Iphone?
      Iphone/Ipod Touch setup
      1. Go to Settings
      2. Select GMAIL
      3. Enter your Account info
      Because of the way NGCSU authenticates you with Google you will need to enter your full email address in both the NAME field and the EMAIL field. You must also use your DEFAULT PASSWORD for the password. If you were accepted as an incoming freshman for this year the password will be s!ddmmyy of your birthday. If you were accepted and enrolled prior to 2009, your default password will be just ddmmyy of your birthday.
  • I lost my Inbox on the Gmail page
    • After you log into your email the first page you come to is referred to as a "portal page", on this page are what Google calls "Widgets". These widgets can be closed and added as you wish. Occasionally the widget that shows your Inbox may get closed accidentally and you'll need to add it back.

      1. After logging in, click the Add Stuff link.
      2. Using the search box search for "Inbox"
      3. The first item should be the Gmail Inbox, click the button to add it back to your portal page.
  • How do I log into Novell?
    • Your campus Novell login and your student email login are linked, you use the same email/password combination for both. Your username is the same as your email (first initial, middle initial, first 4 of last name, last 4 of student 900#) Your password default is s!DDMMYY (your birthdate)
  • What drives are available for students?

    • When NGCSU students login to a lab computer they have access to network drives, a local student folder, USB port or USB cable and a CD-ROM drive.

      What network drives are available?
      Students have access to a 'P' and 'R' drive on the network.

      What is the network 'P' drive?
      The 'P' drive is where each student may save his/her files. The 'P' drive also may contain your personal NGCSU web page. This drive exists on a server within the IIT department at NGCSU. Students may access their 'P' drive off-campus using FTP. The IIT department highly recommends saving all your work-in-progress on either your USB flash drive or your P drive on the network. This method ensures no data loss on critical projects.

      What is the network 'R' drive?
      The 'R' drive is a drive where professors put class materials and assignments for their classes. This drive exists on a server within the IIT department at NGCSU. Students are not permitted to 'save' any files to this drive. R drive access is only possible from computer labs, not from off campus.

      What is the Student folder?
      This folder is used by students to temporarily save or download school materials and resides on the desktop of all lab computers. Once you log off that computer all data saved in the Student folder is lost, that is why the IIT department recommends saving all data to your P drive or a USB flash drive.

      USB drives:
      Students are encouraged to use pen/flash drives via the USB ports or the USB cable on the campus lab computers. The IIT department highly recommends saving all your work-in-progress on either your USB flash drive or your P drive on the network. This method ensures no data loss on critical projects.

      Hard Drive:
      Students do not have access to the hard drive. To save files locally on the computer they should use the 'Student folder', or preferably, your P drive.

  • How do I access my P Drive off-campus?
    • 1. Before you begin, you must be connected to the Internet. It's important that you know your network ID and password (you use this when you login to the campus computer labs or your NGCSU e-mail.)

      2. Double-click on My Computer

      3. In the Address bar, enter the following: ftp://yourIDhere@hawkeye.ngcsu.edu

      Make sure you substitute your network ID as shown above in red.

      4. If you entered the URL properly, you should be prompted for a password. Enter your network ID logon password.


      You should now be able to view files and directories within your P: drive. You can drag and drop files to and from your PC to the FTP site shown in the window.
  • How do I log into my student email?
    • The campus provides an email address for each student. NGCSU uses Google's GMAIL for student email:

      1. On the main NGCSU.edu page, click the link at the bottom called "email"

      2. On the next page click the link on the right that says "Google Student Email Login"

      3. Username: This is the first letter of first name, first letter of middle name, first 4 letters of your last name, and last 4 digits of your ngcsuID#. Be aware you do not need to add @student.ngcsu.edu when entering your username in this field

      4. Password: the default password will be s!DDMMYY (your birthdate)
  • How do I create a web page?
    • Students should take the time to review the NGCSU Web Page Policy and the NGCSU Computer and Network Usage Policy before making the decision to load web page files on the NGCSU server.

      Students are responsible for developing their own web page files.

      If you decide to host your web page on your allotted server space, you should complete the following steps:

      1. Your web pages files should be fully developed and ready to be posted

      2. Point your browser to the NGCSU Web page

      3. Click on Banner

      4. Click on the drop-down arrow to Select Item

      5. Click on User Login

      6. Login with Student ID and PIN

      7. Click on "Student Services and Financial Aid"

      8. Click on "Accept/Cancel Personal Student Web Page Link"

      9. Read instructions and click on "Activate" to request server space

      10. Exit Banner

      Note: To cancel an existing web page, follow the same instructions and click on "CANCEL."

      When you activate your link, your name will automatically appear on the "Student Pages" link. Failure to load your web page files on the server after activating your server space will result in an error message being returned when users attempt to view your page.

      Publishing your web page files

      1. The NGCSU Web Page Policy requires that you include the following statement on your web page (preferably on your opening page):

      THIS PAGE IS NOT A PUBLICATION OF NORTH GEORGIA COLLEGE & STATE UNIVERSITY AND NGCSU HAS NOT EDITED OR EXAMINED THE CONTENT OF THE PAGE. THE AUTHOR(S) OF THE PAGE ARE SOLELY RESPONSIBLE FOR THE CONTENT.

      2. The first time you login to the network, a web directory and a default web page will be created in your home directory. You can view this default web page by entering the following URL into any web browser: http://hawkeye.ngcsu.edu/~YOURNETWORKID Make sure you substitute your network Id after the tilda (~) in the above example. This is the URL that you will use to access your web page. If you choose not to create a web page, the default page will simply serve as an example.

      3. Now that you know how to access your web page based upon your network ID, you can replace the default page with your own creation.

      4. To do this, simply place your htm files along with any graphic files in the "web" folder on your P: drive. It's very important that your main page be named index.htm. If you call it anything other than index.htm, the URL won't work properly.

Help Desk Services for Faculty/Staff

The Help Desk is the first point of contact for all campus PC problems

  • Campus Technology
    • Support ticket submitting and tracking
    • Classroom equipment support
    • Office support
  • Faculty password services
    • Groupwise password resets
    • Novell password resets
    • Banner resets (GUI and regular)
    • WebCT resets
    • VPN access
  • Faculty/Staff personal PC's
    • Spyware Removal
    • Virus Removal
    • Error troubleshooting and repair
    • System Optimization for improved speeds
    • Hardware install
    • Personal file backup
    • Operating system reinstall

Frequently Asked Questions for Faculty/Staff

  • Can I setup my email in a mail client other than Groupwise?
      You are able to setup you email in other clients such as Thunderbird or Outlook. The settings you will need to use are as follows:

      The connection type will be: IMAP
      The Incoming Server address will be: imail.ngcsu.edu (this will require you campus login credentials)
      The outgoing (SMTP) server will be: nims.ngcsu.edu
      The outgoing server does not require authentication (you will not need a login for it)
      Doesn't require SSL

      When using a mail client you will only be able to SEND email while connected to the campus network. While off the campus network (i.e. on wireless, at home) you will only be able to recieve email.
  • How do I get email on my mobile phone?
      1. Open the email app and start to setup a new account
      2. Select IMAP as your connection type
      3. The IMAP server address is: imail.ngcsu.edu
      4. The port will be 143
      5. Use your NGCSU login credentials
      6. The outgoing (SMTP) server address will be based on your carrier:
      ATT - cwmx.com
      Sprint - smtp.sprintpcs.com
      Verizon - smtp.vzwmail.net
      T-Mobile - myemail.t-mobile.com

  • How do I backup my campus PC?
    • You may copy your documents to a USB flash drive, external hard drive, or use the IIT provided network back up.

      ***WARNING*** These instructions will only back up your "My Documents" folder.

      Instructions for IIT network backup:
      Double-click on My Computer
      Double-click on Public on 'Campus\Data' (L:)
      Double-click on BackupPC

      A "Novell ZENworks Personality Migration" window will pop-up and then a "Migrating the System" window will pop-up and the backup process will begin. This program may take several minutes depending on how much data you are backing up. The window will close when the process is completed.

  • How do I restore my PC from an IT backup?
    • You can restore your My Documents folder from a previously archived backup by following these instructions:

      Double-click on My Computer
      Double-click on Public on 'Campus\Data' (L:)
      Double-click on RestorePC


      This will restore your files from your backup onto whatever PC you are currently using.
  • How do I access my P drive off-campus?
    • 1. Before you begin, you must be connected to the Internet. It's important that you know your network ID and password (you use this when you login to the campus computer labs or your NGCSU e-mail.)

      2. Double-click on My Computer

      3. In the Address bar, enter the following: ftp://yourIDhere@radar.ngcsu.edu

      Make sure you substitute your network ID as shown above in red.

      4. If you entered the URL properly, you should be prompted for a password. Enter your network ID logon password.


      You should now be able to view files and directories within your P: drive. You can drag and drop files to and from your PC to the FTP site shown in the window.
  • How do I create an Out-of-Office message in Groupwise?
    • When you will be out of the office and want to alert people who send you e-mail, GroupWise provides a helpful feature called a rule that can help you do this. It is just one example of how rules can work for you.

      1. Click on the Options icon on the top picture toolbar.
      2. Click on Rules in the Options windows.
      3. In the pull-down menu of the "Type" section, select "Vacation" and click "Create."
      3. Type: Out of Office (or any other name you prefer) in the Rule Name text box.
      4. In the subject line, type "Out of Office." In the message box, type your reply message.
      5. Click OK to save the message. The Reply action is now set.
      6. You will now return to the Rules window where you will see the rule you have just created.
      7. If there is not a check mark already in the activation box next to the rule, click in the box to activate it and click save.
      8. Select Close to exit the Rules window.
      Note: The rule will remain in effect until you remove the check mark.
  • How do I add a network printer?
    • If your department/bulding has a shared network printer and you would like to be able to printo to it as well, follow these instructions on how to set up your PC to print to it:

      1. In your Control Panel click the Printers and Faxes icon.
      2. In that window click Add Printer.
      3. Click Next
      3. Click "a Network printer or printer connected to another computer", click Next
      4. Click "Browse for a Printer", click Next
      5. Double-click "NDPS Controlled Access Printers"
      6. Double-click "NGCSU"
      7. Double-click "NGCSU" again
      8. Double-click "CA Printers"
      9. Find the printer for your Department/Room, Double-click it
      10. Click "Yes" and the printer should set itself as your default printer

To enter an online help desk ticket:
Log in here with your faculty/staff/student ID.

  by Barbara Seaton