A Basic Guide for troubleshooting windows

1. Windows Troubleshooting
ResNet 2012

2. SECURITY

3. Security
Windows Security:
The majority of Windows machines on campus are now Windows Vista and
above, and therefore are more secure than previous (XPAand below)
editions of Windows. PCs are now treated similarly to Macs.
BUVS:
Given that Windows PCs are more secure, BUVS is no longer required to
connect to ResNet. (Only used internally by Desktop Services).
Antivirus:
Officially licensed BU antivirus is McAfee Enterprise. We may also
recommend Microsoft Security Essentials for personal use, not office use.

4. Dealing with viruses
Virus Removals:
No virus removals in the field. If a virus is suspected or found, refer the
machine to 533 for free virus removal service.
Antivirus software:
We may assist with the installation and updating of BU antivirus software in
the field. If the client has an up to date antivirus they have paid for, do not
suggest to or remove the software. If the client has an outdated antivirus
program, suggest BU solutions.

5. WIRELESS

6. Wireless Networks
BU (802.1x):
Everyday use, modern PCs and Macs as well as smartphones.
BU (Requires VPN):
For Legacy Devices (Windows pre-Xp SP3/OS X Pre 10.4).
BU Guest (Unencrypted):
Access for guests endorsed by current members of the university.
BU Wireless Help:
Provides information about wireless networks (no internet connectivity).

7. BU (802.1x)
• Windows Xp
• Windows Vista
• Windows 7

8. BU Guest Network
Access:
Access to guest network is granted by a BU member to a guest by creating
an ID on the NetReg re-direct page. This page is where the ID is also
entered. Access can be from one day to one week.
Restricted:
Many software programs (such as games and mail programs) will be unable
to communicate over the guest network because of blocked ports.
Responsibility:
If a student/faculty/staff member endorses someone for guest wireless
access, they are responsible for any copyright infringement committed by
that guest. The IT Help Center and its employees cannot for any reason
sponsor a guest account.

9. Wireless coverage
Dorms and Classrooms:
Large dorms have wireless almost everywhere, as well as classrooms. Parts
of south campus and bay state brownstones have wireless coverage.
Check:
List of floors with routers and coverage at nseg-cms.bu.edu. This can be
accessed by returning students and staff. New students, please ask about
coverage.
Remember:
Just because a wireless signal can be found, does not mean there is a close
router and supported wireless (may be picked up from other nearby
locations).

10. VPN
Uses:
VPN is only used for very specific purposes, such as access to network-
restricted resources off campus or wireless connections requiring VPN.
AnyConnect:
An online web-based installer for Windows machines.
Cisco Client:
Used for 32-bit Windows machines that won’t work with AnyConnect. The
following settings are used with the Cisco program:
-Host/Server: vpn.bu.edu
-Group Name: BostonU
-Shared Secret: BostonU
-Login credentials: BU login name/Kerberos password

11. Important IP Addresses
0.0.0.0:
No address given (likely physically disconnected).
10.*.*.* or 192.168.*.*:
Most likely connected to a home router (not allowed in dorms) or a static IP
address from a home network which needs to be removed for connectivity.
10.66.*.*:
Machine has yet to be registered (wired only) or is quarantined due to
DMCA violation/virus activity.

12. Important IP Addresses (cont.)
128.197.*.*:
BU office network/IT Help Center internal network.
168.122.*.*:
Dorm and 802.1x IP addresses.
169.254.*.*:
Self assigned IP (no IP from DHCP server). Troubleshooting required.

13. Wireless Troubleshooting
Windows Xp SP3:
In order to connect to BU (802.1x), Windows Xp PCs must have Service Pack
3 installed. (An alternate hotfix is available, but SP3 is recommended as it is
the only version of Xp Microsoft is now supporting).
Start From Scratch:
A first line troubleshooting step, manually delete and re-enter the 802.1x
profile.
Third Party Software:
Third party wireless managers often do not support 802.1x, ask permission and
remove this software as necessary. Some third party security software such as
proxy software and PeerGuardian may also introduce connectivity issues.

14. Wireless Troubleshooting (cont.)
Double Check:
Always ensure your settings have been saved properly. Refer to TechWeb
to ensure the settings are correct.
Check Accounts:
Check for account issues, such as account being disabled in IncTrac
(DMCA/Virus) or lack of PPP access. (Staff can also check for further
account-related issues).
Kerberos Sync:
Some accounts have not been synced to the Active Directory. Direct client
in a browser to bu.edu/kpw to synchronize Kerberos password to AD.

15. Wireless Troubleshooting (cont.)
Viruses and Spyware:
Often times malware infections can cause connectivity issues. (Machine
should then be referred to 533 for removal service).
DNS and DHCP:
Make sure both of these settings are automatic on the machine. Static IP
addresses carried over from home networks will not work and will prevent
connectivity until removed.
Wireless Switch:
Some PCs have poorly placed wireless switches that often get hit into the
off position. (Wireless device will appear as not installed).

16. INCTRAC

17. IncTrac Search Screen
If all troubleshooting appears to be ok, check to see if the account has
been suspended due to a virus/copyright incident.

18. Example of incidents
What IncTrac will show if open incidents exist on an account. Copyright
incident for DMCA violations, security incident for viruses.

19. Status of account
Red = disabled, Green = enabled.
PPP/VPN disable means wireless and VPN access have been disabled, Kerberos disable
means the user’s Kerberos password has been disabled (typically for recurring incidents).

20. About disabled accounts
Reason for Disable:
Why was the account disabled? Was it a DMCA violation or for security
reasons?
Account Re-enabling:
Ask a CSS/staff member to check the status of an account, and the details
on how the client needs to proceed in order to have their account re-
enabled.

21. PROJECTORS

22. Windows Xp
• After the projector is plugged in and turned on, Windows
Xp should recognize the projector.
• Right click in an open area on the desktop, and choose
“properties”.
• Choose the settings tab in the display properties menu.
Choose “monitor 2” as the active monitor, from here you
can adjust the settings such as resolution as needed to the
client’s satisfaction.

23. Windows Vista
• After the projector is plugged in and turned on, right
click on the desktop and choose “personalize”.
• Windows Mobility Center will appear:
• Turn on the projector from this window.
• A presentation settings window should appear to
allow you to make adjustments as needed.

24. Windows 7
• After the projector is plugged in and turned
on, press the Windows key + P to bring up the
*
menu:
• After this has been pressed, choose the
choice the client prefers.
*Source: Microsoft.com

25. If you get stuck…
• When in doubt, always ask for help first.
• Ask a senior student (black lanyard) or CSS
staff member for assistance.
• 20 minute rule.