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    Student Laptops

    Academic IT Services (AITS) provides technical support for all university provisioned laptops to undergraduate Dental and Medical students. Technical support includes troubleshooting, diagnosis, and resolution of hardware and software issues. AITS staff handles all aspects of the repair process, including: contacting the vendor and coordinating appointments with technicians, shipping and receiving parts, and ensuring repairs are done in a timely manner.

    You will be provided with the year's top of the line laptop model, which includes:

    • Convertible laptop/tablet
    • Touchscreen with stylus
    • 16 GB RAM, SSD (hard drive), latest processor
    • Four-year Accidental Damage Protection
    • All needed productivity and curricular software

    In addition, note the following:

    • You have full administrative access on your laptop through your UConn Health network/email account (username/password). This means that you can install, uninstall programs and perform any task requiring admin access rights.
    • Laptops are encrypted with BitLocker and managed centrally. If your machine ever needs a BitLocker key to unlock your computer please contact us immediately.
    • Operating System updates and patching are managed centrally by IT. When a new patch or update becomes available, you will be prompted to download and install it the next time you are on the UConn Health network.
    • Your laptop comes with Symantec anti-virus software, so please do not install other anti-virus software.
    • All software including Windows 10 is provided through the institution. As a student at UConn Health, you are licensed to use our software. Upon graduation, you will be given information on how to factory restore your machine. This means anything you installed on your computer will be deleted. This will keep the institution in compliance with licensing agreements. It is mandatory to perform a factory restore. Institutional support for your laptops ends two months after graduation.

    Below is the process and guidelines for laptop repairs. Please follow these steps when bringing your laptop for repair:

    1. Backup your data. It is crucial that you back up your data before dropping off your laptop to safeguard against data loss during the repair process. We will do our utmost best to prevent data loss, but we cannot be held responsible for any accidental data loss. We do not provide USBs or external hard drives.
    2. Complete the online Repair Intake Form.
    3. If possible, call (860-679-8870) or email (t2c2@uchc.edu) to schedule your drop off.
    4. You should plan on leaving your laptop for a minimum of 2-3 hours to properly diagnose the problem and provide an estimated timeline for the repair. Our staff will contact you with updates and when your laptop is repaired and ready for pickup. Our staff WILL NOT troubleshoot or fix the problem on the spot, so please plan accordingly.
    5. If your laptop needs to be sent out for repairs, it may take up to two weeks to get the repaired laptop back. Please be aware depending on the vendor’s laptop parts availability, the process can take longer in which case we would be sure to keep you updated. We will do our best to ensure that you have access to a computer during that time through our laptop loaner program in critical situations (e.g., for an exam) or assisting you in accessing one of the public workstations available throughout the Library.

     

    Laptop Model Class
    Dell Latitude 7400 2-in-1 2023
    HP Elitebook x360 1030 G2 2022, 2021
    Lenovo Yoga 260 2020

     

    How do I get help with access to Citrix?

    Call the 24x7 IT Help Desk at 860-679-4400

    How do I get help with my email?

    Call the 24x7 IT Help Desk at 860-679-4400

    I need help with Oasis. Who do I contact?

    Call the SOM Oasis coordinator at 860-679-3482 or email OasisSupport@uchc.edu

    My webcam is not working in WebEx, but seems to work with Zoom, how can I troubleshoot this?

    To resolve this issue, follow the steps below:

    1. Close the WebEx app as well as any other programs that access the program. (e.g. Zoom, Skype, Google Chrome, Firefox, Etc.)
    2. In the Windows Search bar, type “Camera Privacy Settings” then press enter.
    3. Check that Camera access for this device is on, then scroll down to make sure that camera access has been given to desktop apps.
    4. Re-open WebEx and rejoin the session, then click on “more options” in the bottom center task bar followed by “speaker, microphone, and Camera.”
    5. From this popup window, under the “Camera” section you should be able to see a preview of your webcam, if you are unable to see your video feed try clicking on the dropdown menu and changing your camera input (if applicable).
    6. If you are still experiencing issues, your computer might have driver/hardware issues that needs to be addressed by one of the AITS staff members. Staff members can be reached ether by email at t2c2@uchc.edu or by call at 860-679-8870

    My webcam is not working in WebEx, but seems to work with Zoom, how can I troubleshoot this?

    To resolve this issue, follow the steps below:

    1. Close the WebEx app as well as any other programs that access the program. (e.g. Zoom, Skype, Google Chrome, Firefox, Etc.)
    2. In the Windows Search bar, type “Camera Privacy Settings” then press enter.
    3. Check that Camera access for this device is on, then scroll down to make sure that camera access has been given to desktop apps.
    4. Re-open WebEx and rejoin the session, then click on “more options” in the bottom center task bar followed by “speaker, microphone, and Camera.”
    5. From this popup window, under the “Camera” section you should be able to see a preview of your webcam, if you are unable to see your video feed try clicking on the dropdown menu and changing your camera input (if applicable).
    6. If you are still experiencing issues, your computer might have driver/hardware issues that needs to be addressed by one of the AITS staff members. Staff members can be reached ether by email at t2c2@uchc.edu or by call at 860-679-8870

    How can I resolve a UCHC password lockout?

    Wait 5 minutes and try again to unlock. If this does not solve the problem, call the IT Help Desk at 860-679-4400.

    How do I figure out what my NetID is or reset my NetID password?

    Visit this self-service website: https://netid.uconn.edu/

    How do I resolve an issue with HuskyCT?

    Visit this self-service website: https://netid.uconn.edu/

    How do I get my UCHC email on my smart phone?

    Please contact central IT at 860-679-4400 or email Mike Petruzzi (mipetruzzi@uchc.edu) or Kebran Moss-Solomon (mosssolomon@uchc.edu).

    What do I do if I get a bitlocker screen?

    Please call AITS at 860-679-8870 or email t2c2@uchc.edu

    I am having issues hearing others while using blackboard collaborate, how can I troubleshoot this?

    To resolve this issue, please follow the steps below:

    1. Check to make sure sound is enabled in your computers settings.
    2. Make sure all previous collaborate session tabs are closed.
    3. Exit your current collaborate session, then re-enter the session.
    4. If the issue still persists, log out of HuskyCT then log back in and try again.
    5. If this does not solve the issue, within the session click on the top left hand “Session Menu” then click on “use your phone for audio” and call in to the session with the provided phone number and pin. (Note: this phone number and pin is unique to your account and should not be shared with others)

    I am having trouble using my microphone in blackboard collaborate on my windows 10 machine, how can I troubleshoot this?

    1. Open the sliding right hand “Collaborate Panel” by clicking on the purple tab on the bottom right hand side of the screen.
    2. Next click on the gear icon labeled “My Settings” tab at the bottom right corner of sliding the panel.
    3. Within the Audio and video settings drop down tab, select “set up your camera and microphone.”
    4. Once selected, a pop up window labeled “Audio Test” will appear. Try to test the microphone with your voice using the sliding purple sound sensor.
    5. If the slider does not respond to your voice click on the drop down menu, select another input, and repeat step 4 (if applicable).
    6. If issues still persist, change you input back to what it was previously and click the white x on the top right hand side of the screen.
    7. Next, check your Browsers permissions;
      1. For Google Chrome
        1. Click on the camera icon on the top right hand side of your address bar and make sure that the website has been given access to the microphone.
      2. You can also change the default microphone from this panel if using an external microphone.
    8. For Firefox
      1. Click on the microphone icon on the far left hand side of your address bar and make sure that permission has been given to blackboard to use the microphone.
    9. If it persists still, next check your systems permissions. This is done by ether clicking on the microphone button on the taskbar on the bottom right hand side of the screen, or my searching “Microphone Privacy Settings” using the windows search bar.
    10. Within the “Microphone Privacy Settings” tab check that “Microphone access for this device is on,” if not click on the change button and enable it. Then scroll down to “Allow desktop apps to access your microphone” and make sure that your web browser has been given access.
    11. If none of these solutions solve the issue, your computer might have driver/hardware issues that needs to be addressed by one of the AITS staff members. Staff members can be reached ether by email at t2c2@uchc.edu or by call at 860-679-8870

    I am having trouble using my camera in blackboard collaborate on my windows 10 machine, how can I troubleshoot this?

    1. To resolve this issue, please follow the steps below:
    2. (Make sure nothing is blocking your camera such as sticky notes or other coverings)
    1. Open the sliding right hand “Collaborate Panel” by clicking on the purple tab on the bottom right hand side of the screen.
    2. Next click on the gear icon labeled “My Settings” tab at the bottom right corner of sliding the panel.
    3. Within the Audio and video settings drop down tab, select “set up your camera and microphone.”
    4. Once selected, a pop up window labeled “Audio Test” will appear. To advance, click “yes- It’s working.”
    5. Next a visual test will appear and allow you to test your camera. If you are unable to view yourself after 10 seconds, try changing the camera input by clicking on the drop down menu.
    6. If issues still persist, change the camera input back to what it was previously and click the small white X on the top right hand corner of the screen, then check your browsers permissions.
      1. For Google Chrome
    1. You can check permissions by clicking on the camera icon located within the address bar on the far right-hand corner.
    2. Once clicked, a dropdown menu will appear and allow you to make sure your blackboard has been allowed access to use your camera and microphone.
    • You can also change the default Camera used from this section if an external camera is attached.
      1. For Firefox
    1. Click on the microphone icon on the far left hand side of your address bar or top center of your screen, and make sure that permission has been given to blackboard to use the camera.
    1. If this does not solve the issue, next check your systems permissions. This can be done by searching “Camera Privacy Settings” in the windows search bar.
    2. Within the “Camera Privacy Settings” tab check that “Camera access for this device is on,” if not click on the “Change” button and enable it. Then scroll down to “Allow desktop apps to access your Camera” and make sure that your web browser has been given access.
    3. If none of these solutions solve the issue, your computer might have driver/hardware issues that needs to be addressed by one of the AITS staff members. Staff members can be reached ether by email at t2c2@uchc.edu or by call at 860-679-8870

    Help & Support

    Telephone: 860-679-8870 (AITS Main)
    Email: t2c2@uchc.edu