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COVID-19 ResNet Updates

Need ResNet help now? Visit our Get Help page.
Want to see campus COVID-19 updates? Go to coronavirus.ucsd.edu.


Recent ResNet updates:

Today: ResNet AMA  (5/7/20)
Today: ResNet AMA  (5/6/20)

ResNet Support Update  (5/5/20)
Changes to Walk-up IT Support  (4/7/20)


Today: ResNet AMA  (5/7/20)

May 7, 2020

Dear residential students,

To answer your questions or address concerns you may have, the ResNet team has one more Ask Me Anything (AMA) session later this morning:

Type your question in the webinar chat and our experts will answer!

For service issues or trouble logging on, email servicedesk@ucsd.edu.

Today: ResNet AMA  (5/6/20)

May 6, 2020

Dear residential students,

To answer your questions or address concerns you may have, the ResNet team is holding a pair of Ask Me Anything (AMA) sessions at the times noted below:

Drop in anytime during the hour to ask your questions. 

For service issues or trouble logging on, email servicedesk@ucsd.edu.

ResNet Support Update

May 5, 2020

Dear residential students,

On top of the other new challenges that all of us are trying to navigate due to the current pandemic, we recognize that you have the added challenges of being away from your families in a housing and campus environment that are very different than the one you moved into back in September. We want to make sure that we are doing everything we can to support your technical needs as best as we can, and as quickly as we can. If you have had any issues with connectivity or contacting the ITS Service Desk or any of our other front line services over the past few weeks, please accept our sincere apologies. 

Zoom, Kaltura and Canvas are important tools for your classes. If you are having any issues with these tools, please send an email to canvas@ucsd.edu so we can investigate. If your connection to Zoom/Kaltura/Canvas (or other tools) isn’t stable, please contact the ITS Service Desk/ResNet (contact below). If your network connection is preventing you from any aspect of remote learning, video chatting with family and friends, or enjoying a movie or show, or if you have suggestions on what we could do to improve your networking experience, we want to know. We depend on your input to identify and fix service issues. You can also look at status.ucsd.edu to see archived information for previous ITS outages and maintenance work.

We heard that you may have had some issues with Netflix. We are not currently aware of any campus issues that would impact customers using Netflix. As with any popular streaming service like Netflix, Hulu, YouTube, and Amazon Prime, there are times where the service itself may be experiencing issues due to load or internal business issues outside of campus control. When you are having problems with a particular service, check to see if you can connect to other similar web services to make sure it’s not a wider local problem, or try searching for service outage messages from the service itself. If none of that works, or you just want help, contact the ITS Service Desk/ResNet so we can identify whether the issue is local to you, is a campus issue or a problem with the service itself. We’re here to help!

If you contact the ITS Service Desk/ResNet by phone, please let us know that you are a residential student and where you are located. Due to the recent circumstances, we have been experiencing some higher than normal call volume. If you don’t get through to an agent within a few minutes, feel free to select the option for an automatic callback. If you can send us an email, send the email to resnet@ucsd.edu so we can expedite our response. 

Please be aware that as we try and troubleshoot problems, our techs are trained to ask a wide variety of questions to determine the scope of the problem, and/or get information that may be needed in case we need to escalate your issue to another group. We need to rule out any local issues with your computer or connection before we consider other broader issues and involve other teams. Thanks for your patience as we gather this information!

Following are some issues we are aware of and working on resolving:

  • ITS and HDH are working to resolve these issues. Calls for this service should go to 858-534-2600 HDH customer support.
  • Localized wireless and ethernet issues - please continue to report issues to us ASAP.


Here are some steps we want to take to help you out.

  • Using Zoom or LogMeIn Rescue to provide remote support.
  • Extended phone support. When possible, if your issue cannot be resolved by someone at the Service Desk, we’ll arrange a time for someone to call you from the appropriate group.
  • Targeted support. Let us know you’re a residential student when you email us and we’ll make sure your issue is expedited and reaches staff who are dedicated to ResNet support.
  • Quick response and resolution times. Though response times at the beginning of any quarter tend to be a little slower due to the volume of support requests, our goal is to provide an initial response within 2 hours and resolve issues within 3 days. Typically we’re able to move faster than that unless the issue/request is complex.
  • Ask Me Anything Webinar. Representatives from HDH, ResNet, Datacom, and Educational Technology have scheduled two Zoom webinars to give you a chance to ask your questions and voice your concerns about technology in the campus residential areas:
    • Wednesday, May 6th at 5 PM - https://ucsd.zoom.us/j/95501280078
    • Thursday, May 7th at 11 AM - https://ucsd.zoom.us/j/94289164418
  • Expedited response times on networking equipment. Within the new boundaries imposed by necessary COVID precautions, we are committed to making sure that the repair of broken equipment is provided as quickly as possible.
  • Foreign Language Support. We want to make sure that you feel heard and understood. If English is not your first language, and you’re concerned we’re not fully understanding what it is you are contacting us about, let us know what your language of origin is and we’ll do our best to find someone on our team who is fluent in that language. We currently have staff who are fluent in a variety of languages, including but not limited to Spanish, Cantonese, Mandarin, and Russian.
  • Service Status Updates. Make sure to check status.ucsd.edu for the latest information on outages or service interruptions that may be impacting you.


For common support questions, we would also recommend you visit the IT Services portal at
https://servicedesk.ucsd.edu. We have hundreds of knowledgebase articles that can be found by using the search bar in the middle of the landing page. 

Have questions about COVID-19? Here are some resources for students that we have found helpful:

We want to do everything we can to support you all while you are on campus and hope this information will help. Following is the contact information for the ITS Service Desk:

Phone: 858-246-4357
Email: servicedesk@ucsd.edu
Portal: https://servicedesk.ucsd.edu

Contacting the Service Desk really is the fastest way to get support, but if you have already opened a ticket with our Service Desk and have not heard back from us in a reasonable time, OR don’t think the response was satisfactory, OR just have an idea on how we could improve support, please feel free to send an email (including the ticket number, when appropriate) to the following two contacts and they can investigate:

Taylor Lyle
ResNet Coordinator
tlyle@ucsd.edu

Chuck Rose
Service Desk Manager
crose@ucsd.edu

We’re learning that remote support often takes a little more time per person, especially when there is a need for any type of onsite support/investigation. Thanks for your patience and know that we are trying to adapt and improve this remote support as quickly and safely as possible. 

All of this information can be found on the ResNet website: https://resnet.ucsd.edu

Here to support you - 

Taylor Lyle - ResNet Coordinator
Chuck Rose - Service Desk Manager
James Seddon - Network Technology Manager
Ron Joyce - Director of Housing IT
Dan Suchy - Director of Educational Technology

Changes to Walk-up IT Support

April 7, 2020

Hello residential students,

In order to reduce the number of staff required to come to campus, the ITS Service Desk at AP&M will be closed after Tuesday, April 7 until the stay at home order has been lifted. The ITS Service Desk will continue to provide support via phone, email and portal during our regular business hours:

Mon - Fri, 7am - 10pm
Sat - Sun, 12pm - 3pm

Phone: 858-246-4357
Email: resnet@ucsd.edu
Portal: https://servicedesk.ucsd.edu 
 
If we have exhausted all remote methods of providing support, your issue will be reviewed, and if deemed critical enough, you will be contacted to set up an appointment.

Thank you,

ResNet
Information Technology Services