Frequently Asked Questions (FAQ)
The following FAQ list contains questions and situations that tend to arise the most at the Help Desk. Through this online database, most issues can be resolved right away by the client. If you have any additional questions after reading through this FAQ listing, please contact the Help Desk.
Click on the frequently asked question most related to your inquiry, and you will be quickly linked to the answer of that question.
- I cannot connect to the wireless network.
- I cannot get on the internet.
- Does CLU sell discount software to students?
- I think I have a lot of viruses and/or spyware on my computer.
- My computer has a hardware problem... Can I bring it in for you to fix?
- I am a recently admitted student, but cannot log into the Portal.
- What time is the Help Desk open until?
- What time is the Library open until?
- I am having problems sending / receiving emails.
- I want to forward my email to another email account.
- The phone in our dorm room / house does not work.
- I have run out of print allowance on GoPrint.
- I cannot log into the Library Resources.
- Are we experiencing any outages?
- How do I pay my tuition and other fees online?
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On several computer systems, there is a switch to turn on and off your wireless card. Please make sure the switch is turned on. You may also try refreshing the network list to see if your computer recognizes the CLU wireless network. To do so, complete the following steps (PC).
- At the bottom right of your screen near the system clock, right click on the Network icon and choose “View Available Networks”.
- Click on the link that says “Refresh”
- If you see the CLU network come up in that list, it means that your computer recognizes the connection. Highlight the network and click the button that says “Connect”.
If you are still experiencing difficulties, and/or have a computer that does not recognize the network, you can bring in your laptop or desktop tower to the Help Desk, Monday – Thursdays 6:30 AM – 10 PM, or Fridays 6:30 AM – 8 PM, Saturday and Sunday 9 AM - 1 PM (except holidays). We can help you set up wireless connections free of charge.
Please contact the Help Desk so that we may schedule a time for our technicians to come out to your room to check your connection. Also, be sure to check to see if your other roommates are experiencing internet troubles too, and check to see if you can get signal in another area of the residence hall (lobby, etc.).
Unfortunately, CLU does not directly sell discounted software to students. However, we do provide students with several links to websites in which they can purchase software at an educational discount. Those sites can be found at the following addresses:
Foundation for California Community Colleges
As a service for students, ISS can rid your computer of both viruses and spyware for a fee of $25 that is charged to your student account. Bring in your laptop or desktop tower to the Help Desk, Monday – Thursdays 8 AM – 6 PM, or Fridays 8 AM – 5 PM (except holidays), and we will thoroughly clean your system.
Unfortunately, ISS does not handle hardware problems for student / personal computers. Stores like Best Buy and Circuit City, both of which are local to the campus, can provide you with the assistance you need to get your computer running smoothly again. Also, be sure to check whether or not your system is still under warranty; if it is, you more than likely will be able to have the company (Dell, HP, etc.) fix it for little or no cost. Please contact your respective computer companies for more information regarding repairs covered by warranties.
Are you using your username (first part of your email before the @ symbol) and your correct password? If so, and you are still experiencing difficulties, please contact the Help Desk so that we may assist you with this issue.
The Help Desk hours are as follows (with the exclusion of holidays and other specific campus events):
Monday – Thursday 6:30 AM – 10 PM
Friday 6:30 AM – 8 PM
Saturday & Sunday 9 AM - 1 PM
Emails for the Help Desk can be sent to firstname.lastname@example.org
Please check the main Pearson Library website for the most current schedule, as times tend to change. The website is http://www.callutheran.edu/iss/about/about_isshours.php.
Please contact the Help Desk so that we may assist you with your email difficulties.
To forward your email, simply go to http://www.callutheran.edu/mail, and click on the “Setup a Forward Message” link on the bottom of the page. Fill out the small form, click “Submit”, and you are all set.
Please contact the Help Desk so that we may have Telecom assist you with your phone difficulties.
GoPrint allowances are handled by the Circulation Supervisors at the Circulation Desk in the Library. Please contact them at (805) 493-3937, and they will be happy to assist you.
Online Library Resources and Databases are services provided through CLU for their campus community. On-campus computers have instant access to these resources. However, when trying to log into these from off-campus, you need to first log in through your MyCLU portal. Once in your Portal, click on “Library Resources” in the horizontal purple line across the top of the webpage. You will then be able to access the resources you need by clicking on their respective links on the right-hand side of the Pearson Library Research Resources page.
All known outages will be listed on the News + Updates page of the Help Desk site.
CLU has an online service that lets students pay their dues over the internet. To sign up for this service, contact the Business Office at (805) 493-3180 or visit the Student Accounts website at http://www.callutheran.edu/student_accounts/ and click on the link next to the NetPay graphic. For any difficulties signing up for and/or using the service, please contact the Business Office directly.
To contact the Help Desk, call or email us at:
Phone: (805) 493-3698