Troupleshooting

If you are having problems with your network connection, first you should check the announcements from either Student Village Networks fronpage or from the RSS-feed. There might be a network maintenance underway or some other network blackout which we are already working on. If there are no announcements, that could explain your situation, then you need to check the connection troupleshooting and the FAQ. If you can not solve the problem on your own, it is time to contact the Student Village Network administration.

Support

The IT Management does not support installing home computers, nor does it answer questions about software on home computers. The support is strictly limited to correcting faults relating to the network. If you have problems with your own computer equipment, you need to seek support from a third party, like for example Citizens Computer Help A.K.A Kansalaisen mikrotuki, which is free of charge.

If you get completely stuck with your connection, you can contact Student Village Networks administration by e-mail to netmaster@yok.fi (the recommended method), or the help desk of the University of Turku by phone (02 333 6000) or by visiting (See map.)(Educarium, Assistentinkatu 5, 4th floor, help desk is open on business days 8–16).

If you contact the helpdesk directly by phone, they will only deliver your message to Student Village Networks administration. Your problem will not be fixed any faster if you keep calling the helpdesk every 10 minutes. The helpdesk phone line is only an alternative method to reach Student Village Networks administration if you are unable to send e-mail directly to netmaster@yok.fi.

Reporting a problem

IT Management has limited resources assigned for Student Village Network administration. As our resources are limited, we encourage users to perform a basic troubleshooting and making sure that it is not their own equipment, which is faulty, before contacting us.

When contacting Student Village Network administration, the following information is mandatory:

• Your street address and apartment number.
• Network connection socket's ID.
• Your computer's current IP address.
• If you are using a router, then we need to know it's manufacturer and model number.
• How is your connection broken exactly? Does your network adapter's light blink? Are there any error messages? A plain message: "Network is broken, please fixit now!!!111", is not sufficient.