{"id":8755,"date":"2025-04-03T02:00:42","date_gmt":"2025-04-03T06:00:42","guid":{"rendered":"https:\/\/health.uconn.edu\/aits\/faqs-2\/"},"modified":"2025-06-20T10:50:33","modified_gmt":"2025-06-20T14:50:33","slug":"tech-support","status":"publish","type":"page","link":"https:\/\/health.uconn.edu\/aits\/tech-support\/","title":{"rendered":"Technical Support"},"content":{"rendered":"

Contacts<\/h3>
AITS provides comprehensive technical support for student laptops and manages all aspects of the repair process. This includes contacting the vendor, coordinating technician appointments, handling the shipping and receiving of parts, and ensuring that repairs are completed promptly and efficiently.<\/span>\u00a0<\/span>In the event that your laptop needs to be retained or shipped for repair, a loaner device will be provided to minimize any disruption to your academic activities.<\/span>\u00a0<\/span>\n\nTo obtain technical support, please follow these steps:<\/span>\u00a0<\/span>\n
    \n \t
  1. Call the UConn Health IT Service Desk (see contact info below) <\/span>to report your technical issue and create a service ticket.<\/span>\u00a0<\/span><\/li>\n \t
  2. Once your ticket is submitted, our staff will be alerted and will contact you to troubleshoot the issue over the phone.<\/span>\u00a0<\/span><\/li>\n \t
  3. If the issue cannot be resolved remotely, an appointment will be scheduled for you to drop off your device for further support.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
      <\/ol>\n
        <\/ol>\nBelow is a listing of our support services. Please bookmark this page for future reference.\n\n\n\n\n\n\n\n
        Service\/System<\/strong><\/td>\nSupport Unit\/Contact<\/strong><\/td>\n<\/tr>\n
        Time-sensitive issues requiring immediate attention (including l<\/span>ive classroom technical difficulties\/technology support, w<\/span>eb conferencing platforms such as WebEx\/Collaborate, and l<\/span>ive exam issues)<\/span><\/td>\nAcademic IT Services (AITS) <\/strong>Telephone: 860-679-8870<\/td>\n<\/tr>\n
        NetID-related issues<\/td>\nUConn-Storrs ITS<\/strong> Telephone: 860-486-HELP (4357), https:\/\/netid.uconn.edu\/<\/a> (Self-service)<\/td>\n<\/tr>\n
        Oasis Student Calendar and Gradebook<\/td>\nSOM Home Office:<\/strong> Email: OasisSupport@uchc.edu<\/a><\/td>\n<\/tr>\n
        All other issues and requests for AITS support<\/td>\nUConn Health IT Service Desk:<\/strong> Telephone: 860-679-4400, Email: servicedesk@uchc.edu<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\nFrequently Asked Questions<\/strong><\/span><\/div><\/div>

        How do I get help with access to Citrix? <\/div><\/h3>
        Call the 24\u00d77 IT Help Desk at 860-679-4400<\/div><\/div>

        How do I get help with my email?<\/div><\/h3>

        Call the 24\u00d77 IT Help Desk at 860-679-4400<\/p>\n<\/div><\/div>

        I need help with Oasis. Who do I contact?<\/div><\/h3>

        Call the SOM Oasis coordinator at 860-679-3482 or email\u00a0OasisSupport@uchc.edu<\/a><\/p>\n<\/div><\/div>

        My webcam is not working in WebEx, but seems to work with Zoom, how can I troubleshoot this?<\/div><\/h3>
        Call the 24\u00d77 IT Help Desk at 860-679-4400<\/div><\/div>

        How can I resolve a UConn Health password lockout?<\/div><\/h3>

        Wait 5 minutes and try again to unlock. If this does not solve the problem, call the IT Help Desk at 860-679-4400.<\/p>\n<\/div><\/div>

        How do I figure out what my NetID is or reset my NetID password?<\/div><\/h3>

        Visit this self-service website:\u00a0https:\/\/netid.uconn.edu\/<\/a><\/p>\n<\/div><\/div>

        How do I resolve an issue with HuskyCT?<\/div><\/h3>

        Visit this self-service website: https:\/\/netid.uconn.edu\/<\/a><\/p>\n<\/div><\/div>

        How do I get my UConn Health email on my smart phone?<\/div><\/h3>
        \n
        Please contact central IT at 860-679-4400 or email Mike Petruzzi (mipetruzzi@uchc.edu<\/a>) or Kebran Moss-Solomon (mosssolomon@uchc.edu<\/a>).<\/div>\n<\/div>\n
        \n
        <\/div>\n<\/div>\n<\/div><\/div>

        What do I do if I get a bitlocker screen?<\/div><\/h3>

        Please call AITS at 860-679-4400 or email\u00a0servicedesk@uchc.edu<\/a><\/p>\n<\/div><\/div>

        I am having issues hearing others while using blackboard collaborate, how can I troubleshoot this?<\/div><\/h3>

        To resolve this issue, please follow the steps below:<\/p>\n

          \n
        1. Check to make sure sound is enabled in your computer's settings.<\/li>\n
        2. Make sure all previous collaborate session tabs are closed.<\/li>\n
        3. Exit your current collaborate session, then re-enter the session.<\/li>\n
        4. If the issue still persists, log out of HuskyCT then log back in and try again.<\/li>\n
        5. If this does not solve the issue, within the session click on the top left hand \u201cSession Menu\u201d then click on \u201cuse your phone for audio\u201d 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)<\/li>\n<\/ol>\n<\/div><\/div>

          I am having trouble using my microphone in blackboard collaborate on my windows 10 machine, how can I troubleshoot this?<\/div><\/h3>

          I am having trouble using my microphone in blackboard collaborate on my windows 10 machine, how can I troubleshoot this?<\/p>\n

            \n
          1. Open the sliding right hand \u201cCollaborate Panel\u201d by clicking on the purple tab on the bottom right hand side of the screen.<\/li>\n
          2. Next click on the gear icon labeled \u201cMy Settings\u201d tab at the bottom right corner of sliding the panel.<\/li>\n
          3. Within the Audio and video settings drop down tab, select \u201cset up your camera and microphone.\u201d<\/li>\n
          4. Once selected, a pop up window labeled \u201cAudio Test\u201d will appear. Try to test the microphone with your voice using the sliding purple sound sensor.<\/li>\n
          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).<\/li>\n
          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.<\/li>\n
          7. Next, check your Browsers permissions;<\/li>\n<\/ol>\n

            For Google Chrome<\/p>\n

              \n
            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.<\/li>\n
            2. You can also change the default microphone from this panel if using an external microphone.<\/li>\n<\/ol>\n

              For Firefox<\/p>\n

                \n
              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.<\/li>\n
              2. 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 \u201cMicrophone Privacy Settings\u201d using the windows search bar.<\/li>\n
              3. Within the \u201cMicrophone Privacy Settings\u201d tab check that \u201cMicrophone access for this device is on,\u201d if not click on the change button and enable it. Then scroll down to \u201cAllow desktop apps to access your microphone\u201d and make sure that your web browser has been given access.<\/li>\n<\/ol>\n

                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\u00a0t2c2@uchc.edu<\/a>\u00a0or by call at 860-679-8870<\/p>\n

                 <\/p>\n<\/div><\/div>

                I am having trouble using my camera in blackboard collaborate on my windows 10 machine, how can I troubleshoot this?<\/div><\/h3>

                To resolve this issue, please follow the steps below:<\/p>\n

                  \n
                1. (Make sure nothing is blocking your camera such as sticky notes or other coverings)<\/li>\n
                2. Open the sliding right hand \u201cCollaborate Panel\u201d by clicking on the purple tab on the bottom right hand side of the screen.<\/li>\n
                3. Next click on the gear icon labeled \u201cMy Settings\u201d tab at the bottom right corner of sliding the panel.<\/li>\n
                4. Within the Audio and video settings drop down tab, select \u201cset up your camera and microphone.\u201d<\/li>\n
                5. Once selected, a pop up window labeled \u201cAudio Test\u201d will appear. To advance, click \u201cyes- It\u2019s working.\u201d<\/li>\n
                6. 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.<\/li>\n
                7. 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.<\/li>\n<\/ol>\n

                  For Google Chrome<\/p>\n

                    \n
                  1. You can check permissions by clicking on the camera icon located within the address bar on the far right-hand corner.<\/li>\n
                  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.<\/li>\n<\/ol>\n