FIRST PROCEDURE: Student with WIFI Trouble
 Steve has given me permission to move forward with this  new procedure regarding WIFI and Log-in questions. See policy in RED print below.

SECOND PROCEDURE: Student who claims they cannot get into their GCCCD e-mail or account?  We currently ask the three questions listed below.  If they still cannot log in, we refer them to H-building, not Help desk.

H-building staff are better equipped to help the students with email/network account problems.  Most of the email/account login problems will take roughly 24 to 72 hours to resolve. See policy in BLUE print below

FIRST PROCEDURE: Student with WIFI Trouble
You may get some students who are having trouble connecting on their WIFI.

If you do, do not feel you have to solve the problem for them immediately.
 Here are three questions you can check out with them:

1.      Make sure they are logging in with their first name (dot) last name

2.      The password is their birthday – six digits

3.       If they just enrolled and paid their fees, it takes about 24 hours for the registration to kick in.

4.   If the student tells you WIFI is still not working after steps 1,2,3, then encourage them to use the OPACS (no login required) and/or Living Room computers (log-in required).

5.  If #4 is not acceptable to them, ask the student for his/her contact information. Tell the student that the Technical staff will contact him/her between 24 and 72 hours.  Forward the student’s contact information to the help desk via email.

***This is a temporary “New Procedure”. Steve Tu and his staff will be working on designing a form for students to fill out with WIFI problems. We will keep these forms at the ref desk . Steve Tu and the H-building staff are experiencing a high volume of traffic this first week. They are short staffed and will have to answer WIFI issues in 48 hours.

SECOND PROCEDURE: Student who claims they cannot get into their GCCCD e-mail or account? 
You may get some students who are having trouble login in.

If you do, do not feel you have to solve the problem for them immediately.
 Here are three questions you can check out with them:

1.      Make sure they are logging in with their first name (dot) last name

2.      The password is their birthday – six digits

3.       If they just enrolled and paid their fees, it takes about 24 hours for the registration to kick in

4.   If all fails, call the H-building staff and let them know you are sending a student to them.