eduroam

Before calling for help, consult the FAQs as answers to most common problems can be found there. If you still cannot fix the problem, seek assistance from:

• cchelp@ust.hk
• Student consultants at computer barns. You may check availability on barn noticeboards.

To avoid delays in responding to your problem, please provide the following information to the student consultant or to ITSO:

• Full name and email account
  Your name and your email account
• Wireless MAC address
  For mobile devices, e.g. 02608C59A21B
• Types of computing device
  Include the brand and model, e.g. Notebook, smart phone
• OS version
  E.g. Windows 10, IOS 9.0.2, Android 5.1.1
• Applications/services affected
  E.g. Emails, video streaming, web browsing
• Problem time and duration
  E.g. 2 October 2015, 11:00pm-12:00am
• Location problem occurred
  E.g. Hall 1, library
• Description of problem
  For example, signs, error messages, etc. A clear description is important to assist student consultants in identifying and fixing the problem promptly.
• Action Taken
  Give a brief description of action tried. E.g. if you have followed steps in the FAQ, let the student consultants know. The FAQ are often updated to keep users informed of the latest developments, so please cite the “last modified” version used. This is located at the end of the FAQ.
• Day-time contact phone number
  Please include a daytime contact phone number. If the problem cannot be fixed remotely, you may be asked to bring the machine to the ITSO Helpdesk for further examination.

Visitors from other eduroam institutions should check with their own institution’s IT support.

Alumni

If you experience difficulties accessing the Alumni service, try the following:

1. Reset your Alumni Account password, using details found at alumni.ust.hk
2. Ensure you have followed the steps to configure the wireless devices (remember that the SSID is case sensitive).
3. If the problem persists, email to cchelp@ust.hk for assistance.

Universities via CSL

If you have difficulty setting up mobile devices, visit our Helpdesk or email cchelp@ust.hk for assistance. For difficulties accessing a particular CSL Wi-Fi Hotspot, contact CSL Wi-Fi Customer Service Hotline on 1833833 between 9am-9pm.

Universities via Y5ZONE

If HKUST students and staff experience difficulties in accessing Y5ZONE Wi-Fi, visit our Helpdesk or email to cchelp@ust.hk for assistance. If Y5ZONE customers have access difficulties, call the Y5ZONE hotline at 8226 2582.

Wi-Fi.HK via HKUST

If you have difficulty accessing the service, please email cchelp@ust.hk for assistance.