Top 10 FAQs from the OIT Service Desk

December 2007

The OIT Service Desk averages about 7,700 contacts a month. Here are the most common questions — and their answers.

1. How do I get my NetID password?

  • Campus users can contact the OIT Service Desk at (919) 684-2200.
  • Medical Center users can contact the DHTS Help Desk at (919) 684-2243.

In some cases, you may be required to appear in person and show a valid picture ID.


2. How do I connect to the network?

Duke’s campus has wired Ethernet connectivity and wireless connectivity in most nonresidential locations. Please visit the following link for more information: http://www.oit.duke.edu/net-security/network/.


3. My computer is broken. Where can I get it fixed?

If you are a student and your computer was purchased through Duke within the past four years, you may drop it off for service at the OIT Service Desk located on West Campus on the second floor of the Bryan Student Center.

If you have a personal computer that was not purchased through Duke, you may contact the OIT Service Desk at (919) 684-2200, choose option 1, to schedule an appointment.


4. What can I do about all the spam I receive?

Duke’s e-mail system has built-in spam filtering available. To turn on your spam filtering, please visit http://www.duke.edu/online.

5.How do I check my Duke email?

In order to access Duke email you must have a valid NetID and password. Duke’s IMAP mail system can be accessed using a variety of mail clients, including WebMail (webmail.duke.edu).  The most common email clients are listed below:

  • Mozilla Thunderbird
  • OSX Mail
  • Outlook Express
  • Microsoft Outlook
  • Mulberry


6. How do I use ePrint?

To setup ePrint you need to download and install the ePrint client from the OIT Site License Web page.

Please visit the following link for more information:
http://www.oit.duke.edu/comp-print/printing/index.html

7. Where do I access my personal Web space and file storage?

The easiest method to access your NetID-based personal Web space and file storage is to visit https://webfiles.duke.edu/.

Please visit the following link for more information:
http://www.oit.duke.edu/comp-print/storage/webfiles/index.html


8. Where can I get help with Blackboard?

You can request assistance for Blackboard by contacting the OIT Service Desk at (919) 684-2200 and choosing option 1. For detailed documentation on Blackboard, please visit http://blackboard.duke.edu/

9. How can I access restricted resources from off campus?

If you are accessing information that is restricted to the Duke network, you’ll need to use a VPN client or the library’s EZ-Proxy system. Information restricted to the Duke network includes the following:

  • e-Reserves or other library databases
  • Departmental IP-restricted servers
  • HR/payroll data
  • Protected health information

Please visit the following links for more information:
http://www.oit.duke.edu/net-security/network/remote/vpn/index
http://library.duke.edu/research/remote/ezproxy.html


10. How do I change my directory information?

The online directory page is located at http://www.duke.edu/online.  From that page you may change certain directory information at any time. However, if you would like to change your name, title or home address information you will need to contact Human Resources.