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UIUCnet Wireless Support Information

CITES > wireless > admin > support

As a campus system or network administrator, you may often find yourself in the middle of the information stream between the users you support and the engineers who maintain the campus infrastructure. The following links will tell you where to go for support when you need it, as well as helping you support your users.

Support for administrators

CITES Help Desk

The CITES Help Desk is the first line of support for both network administrators and end users. If you identify yourself as a network administrator when you call, it will help the Help Desk consultant understand that you're calling about an issue that can affect many users and that it's all right to use technical terminology with you.

CITES Operations Center

Outside the Help Desk's normal business hours, you can contact the CITES Operations Center in order to work out a networking problem. However, end users shouldn't contact the Operations Center directly; it's staffed by personnel who need to communicate with engineers and network administrators in the event of network problems.

Frequently Asked Questions

These pages include frequently asked questions about UIUCnet Wireless, the VPN, QuickConnect, and more. Some of them are intended for all users; others are more technical and aimed at advanced users or administrators, including information such as ports that need to be permitted through a firewall and troubleshooting NAT issues.

Network Design Office

The Network Design Office is responsible for the design, installation, and maintenance of most of the wireless network locations on campus, and works in partnership with departments for many departmentally-managed locations as well.

Useful email addresses

wireless@uiuc.edu is the central contact point for information about new and existing UIUCnet Wireless installations.
net-trouble@uiuc.edu is the central contact point for networking trouble such as wireless, VPN, or QuickConnect problems.

UIUCnet Wireless Service Level Definition

The UIUCnet Wireless Service Level Definition (SLD) explains more about UIUCnet Wireless's requirements, support services, dependencies, and hours of operation, including scheduled maintenance times.

Support administrators can provide for users

Guest accounts (short-term)

If your department is hosting guests and these guests need temporary network access, you can either request guest accounts for them or apply to be authorized to create guest accounts yourself. (If the guests will be staying longer than a few days, you may want to investigate providing them with guest Network IDs instead of short-term guest accounts.)

Quick Start documents for VPN and UIUCnet QuickConnect

These PDFs are double-sided pages that describe how to connect to the VPN and QuickConnect. They can be printed and distributed to users or referred to online.

Signs

You can use these signs to advertise the presence of UIUCnet Wireless in a hotspot area or in your entire building.