Residence IT Service Desk
Whether you’re getting set up in residence for the first time or troubleshooting a tech problem, the Residence IT Service Desk is here to help. Send us an email or give us a call. Here are some of the things we can help with:
- Wireless problems
- Wired internet problems
- Virus on your computer
- Slow computers
- General computer troubleshooting
- WatIAM account support
- LEARN help
- Data backups
- Technology advice
- Duo two-factor authentication (2FA)
In addition to computer help, we also sign out, free of charge, the following:
- Ethernet Cables
- Printer Cables
- Wired Routers
- USB Wireless Adapters
- USB Wired Adapters
- Wireless Bridges
- Power Banks
In addition to all campus buildings, wireless access is available in all residence rooms and common areas. For most devices, getting connected is easy:
- Select ‘Eduroam’ from the list of available networks on your device
- Use your university of waterloo email address as the username – that’s your email@example.com
- Your password is the same password you use to access all of your university services, like email.
- Click ‘Connect’!
For those devices which need additional configuration, we have created connection guides with instructions on how to get connected.
Most game consoles can be connected by being added to our allow list. To do this, please contact the Residence IT Service Desk.
What doesn’t work or isn’t allowed:
Unfortunately, some devices don’t have the capability to connect to our network. These devices include:
Wireless printers (unless you are using a cloud print service)
The first generation Playstation 3
Personal wireless routers are not allowed as they degrade the wireless experience for other students. Using your own wireless router is a violation of your residence contract. Review the most up-to-date residence Terms and Conditions to learn more.
All Windows 7 and newer laptops, or any Apple Laptops, can connect to our wireless network; however, if you are purchasing a new computer for school, we recommend that your purchase one which supports 5GHz networks. On new computers, this would be called ‘802.11ac’. Using our 5GHz network will greatly improve the speed and experience while connected.
Every bed space in Campus Housing (Except for CLV-North) is provided with an ethernet (wired) access port.
Getting connected to wired internet is as easy as plugging in your computer. If it is not working, or if you would like to borrow an ethernet cable or USB ethernet adapter, please contact the Residence IT Service Desk
The are no bandwidth caps or usage limits on the amount you can download; however, we recommend that you use the wired connection in your room for bigger downloads.
Most things you would do at home are okay on our network, but the following are some things that could get you into trouble:
- Uploading, downloading or sharing of any copyrighted materials including, but not limited to movies, music, games and software.
- Setting up of any server
- Scanning the network
- Hacking in any form
- Sharing of material that could be deemed inappropriate or offensive
- Setting up your own wireless network
Review the most up-to-date residence Terms and Conditions to learn more.
You are expected to take reasonable precautions to ensure your devices are secure and safe for use on the network. Ensuring your computer always has the latest software updates, up-to date virus protection, and a working firewall are essential to staying safe. If you come across anything you are unsure of, have any questions, or need help, please contact the Residence IT Service Desk.
Email & Software
All students at the University of Waterloo are provided with an email account from IST. Visit IST's Getting Started with Office 365 webpage for more information regarding your email address and how to access it.
IST provides site-licensing to students for many paid applications, including Windows and Microsoft Office. All registered students have access to Microsoft Windows 10 through Microsoft’s OnTheHub program. For Microsoft Office, it is accessed through the Office 365 Portal.
All lounges are equipped with HD or better TV’s with a High-Definition cable package. All community centers have a 65” 4K TV, equipped with a 4K Cable Box and Apple TV so you can stream your devices to the TV.
If you’d like to set up cable TV in your room, you can do so. Please contact the Residence IT Service Desk and we will work with you and Rogers to get this set up.
Telephone service is not provided as part of your residence package. We are committed to providing an evolving communications environment in all residences and understand that most students use personal cell phones. To manage the high prices of calling long distance to friends or family around the world, many students turn to VoIP phone services to receive premium calling rates.
The wired and wireless networks in Campus Housing guarantee that VoIP services will never be affected by other users on the network. No more dropped calls or crackling connections (at least from our end).
If a user chooses to connect a computer to the available wireless network and exclusively use the ethernet jack supplied for an external VoIP phone, they will receive the same prioritized system access.
In-person IT support services are available at the Village 1 front desk from 8:30 a.m. to 8:30 p.m. Monday-Friday and 12:30 p.m. to 8:30 p.m. Saturday and Sunday.