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Documentation - GNetIDs - Support Instructions

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Support Instructions for GNet Administrators

The following steps can be used to provide elementary support for GNetID users who are experiencing problems.

  1. Verify that the GNetID is active (the start-date has passed and the end-date has not yet arrived), which can be done from the GNetID interface.
  2. Verify that the GNetID is valid (user is supplying correct username/password) and that it is providing authentication (GNetID is working properly to grant wireless access) by logging in to one of the wireless authentication sites:
  3. Verify that the account is not locked (normally by Network Security). You can see this by choosing the "Lookup GNetID" option from the GNetID menu and typing in the user's GNetID. If the account is locked, the "Locked By" and "Lock Reason" box will be filled in.
    If the account is locked, there will be an explanation of the reason for the lock by Net Sec in the "Lock Reason" box. The GNetID administrator may tell the client the reason for the lock and then suggest the following for additional support:
    • The user may return to his or her own University or workplace for support
    • The user may wish to hire support staff from The Solution Center to assist with issues such as rebuilding a compromised machine.
    • The user may wish to hire an outside company to assist with issues such as rebuilding a compromised machine.
  4. Verify that the problem affects more than one GNetID. You can do this by creating a new GNetID and testing it against the wireless authentication site.
  5. Verify that the problem affects more than one computer. This too can be tested by logging into the wireless authentication site from a machine other than the user's.

NSIT Support will only accept support calls from GNet Administrators who have gone through this preliminary list of support requirements and have determined that there is a problem either with the GNetID system or the wireless network. Please note that NSIT Support is available only during their regularly scheduled hours, available at http://nsit.uchicago.edu/groups/support.

Last updated: 7/9/09