Frequently Asked Questions



I can't use Call Back because the call forwards to Voice Mail.

Call Back can only be activated while the call is either ringing on a person's phone, or busy. When the called party has forwarded their phone to another number or voicemail, or after it has followed the called party's forward targets, Call Back cannot be activated on that extension. If the called party has activated a forward to Voicemail or another extension, the call goes immediately to where the called party has forwarded their extension.

Accidentally, the phone went off-hook, what will happen?

When the phone is in an off hook position you will hear dial tone for approximately 15 seconds. If no digits are entered, then the tone changes to a fast error tone. After approximately 30 seconds the phone returns to idle state, capable of receiving calls.

After I log into the wireless network, why doesn't the NAC Agent pop up?

Please check following items for this problem:

  • Make sure the NAC Agent is running. You should see the NAC Agent icon in your system tray. You can manually run the NAC Agent by double clicking the NAC Agent icon on your desktop.
  • Right-click the NAC Agent icon in the system tray and make sure the Popup Login Window option is checked.
  • Make sure the NAC Agent is not blocked by the Windows firewall or other personal firewalls.
Are session and application variables working?

Yes, they are. Make sure your Application.cfm file exists, its name starts with capital A (unix is case sensitive), and the session is enabled, for example, with

Are there any guidelines or policies I must follow in order to use my account?

The use of this account, and the use of any computing services provided by the university, is covered by the Acceptable Use Policy and Guidelines (AUPG). We recommend you familiarize yourself with the rights and responsibilities described in the AUPG. Students: your U of G email account is the official method used by the university to communicate important information to students. Regularly checking your U of G email account is part of Student Rights and Responsibilities.

BlockFactor option in CFQuery generates an error

The optional BlockFactor is not supported by the JDBC-ODBC bridge used to connect to MS Access databases.

Can I bypass the greeting when I call someone?

Yes, by pressing the # key during the greeting, you will receive the record prompt (beep).

Can I direct dial campus extensions using my personal VoIP phone?

You will NOT be able to dial any on-campus extensions directly using your personal VoIP phone. This includes the emergency number 2000. If your service provides PSTN access, you will have to dial the appropriate main University number (519-824-4120 for business and 519-824-0022 for residence) to be able to contact on campus extensions. Depending on your service, long distance charges may apply.

Can I forward my phone extension to an outside number?

Business extensions can be forwarded to external numbers. More information about Off-Campus Forwarding can be found on the Phone features page

Can I have more than just one computer or device connected to the network at once?

Residents may bring more than one computer to campus and may also bring other network devices to residence if they choose. ResNet only supports one connection per user at any one time, so if you choose to have more than one device connected to the network, you do so at your own risk and without the support of CCS and ResNet. You can learn more by visiting our unsupported devices page within the ResNet section of the website. In order to implement multiple devices on the network, you will need a broadband router. Routers typically come with instructions and it will be your responsibility to set this up. See our unsupported devices page for more suggestions on how to properly configure your router.

Can I have my personal VoIP phone number listed in the campus directory?

Your 5digit campus extension (and the associated voice mail box) is the only official contact method distributed by CCS to the rest of campus. This includes callers dialling the switchboard and anyone looking up your number in the universities online directory. We will not distribute any other number except the 5digit campus extension.

Can I transfer a conference in progress to another phone?

Yes, you may transfer a conference to another CISCO IP telephone by following the transfer instructions. All parties will be transferred.

Can I transfer and forward calls between my personal VoIP phone and my residence VoIP

No, you will not be able to transfer or forward calls between your personal VoIP phone and the residence VoIP phone. Third party VOIP services are separate from the University's phone system and, as a result, features like transfer and forwarding will not work between your VoIP phone and the provided residence phone.

Can I transfer my assigned university phone number to my personal VoIP phone?

No, you cannot transfer your university residence extension to your personal VoIP phone. Residence phone numbers are extensions rather than actual phone numbers. As a result they are nontransferable. You will likely need a new phone number from your VoIP service provider unless you already have one with your device.

Can I update Windows and Anti-virus software before logging into NAC?


Can students bring their own Voice over IP phones from home?

Students will be able to use their own Voice over IP phones in residence rooms, but will be responsible for connecting and supporting this service themselves.

Do I have to use the NAC Agent?

You must install NAC Agent when connecting to the campus wireless network, Family Housing and ResNet with a Windows computer to get full network access. If you choose not to install NAC Agent, your network access will be restricted.

Do I need a web hosting agreement for an organizational website?

You only need a web hosting agreement if you require Cold Fusion service. If your website does not require Cold Fusion, then you do not need to apply for a web hosting agreement, you would following the same rules and procedures for personal websites. Personal websites are all website that have a tilde (~) after

Do I need to bring any special equipment to connect my personal VoIP in residence?

Connecting your own VoIP phone in residence will require a router. Your router should be plugged into the PC 10/100 switch found on the underside of the residence VoIP phone. Your personal VoIP phone and computer will then connect to the router. For special instructions on connecting your router, please see the information provided on connecting multiple devices within the ResNet FAQ's. For any additional instructions, please see the vendor site for your VoIP phone.

Do I need to subscribe for ResNet?

All undergraduate student Residence Fees include a fee for ResNet Activation, so there are no additional steps that have to be taken to subscribe to ResNet. This includes residents in the West Residence. 

Family Housing clients will need to request the ResNet service. For more details see the ResNet Family Housing webpage.

Do indicators and displays work differently when there is more than one line on a phone, or there is a 7914 expansion unit?

The handset light flashes when a call rings on your phone.  A forwarding icon is displayed (phone with and arrow moving to the right) when you forward the prime extension. The following are the extension indicators: Off - Extension available; Steady Green - Extension in use by you; Steady Red - Extension in use by another phone; Flashing Amber - Extension ringing; Flashing Green - Call on hold.

Do Macs need anti-virus software?

Macs are vulnerable to viruses and therefore need anti-virus and anti-malware software. McAfee antivirus software is available for free to all students, staff and faculty. 

Do you have any instructions to help me configure my Macintosh for uog-wifi-secure?

At the current time, we do not have any detailed documentation on how to configure your Macintosh computer to use WPA. A google search of "configuring airport wpa peap" should produce results with pointers on how to configure your Macintosh to use WPA on campus. Together with the general WPA parameters listed under "Connecting to uog-wifi-secure" page, you should be able to successfully connect to the secure wireless network.

Function ToString() on an XML variable does not work on the CFMX servers but works fine locally. What's wrong?

This is a confirmed Macromedia bug 48509 present on servers with sandbox security enabled. Here is a workaround you can use: instead of #ToString(myxmldoc)# use #HtmlCodeFormat(xmlOut)# More details are available in the Macromedia Forum.

How can I allow VPN users access to my server?

If you admin a protected system and wish to allow VPN users access to your system, please add the following IP address range to your IP filters:,,, and or you can use the following subnet or or (inverse mask).

How can I allow wireless users access to my server?

If you admin a protected system and wish to allow wireless users access to your system, please add the following IP address range to your IP filters: and

How can I clear my call history in the Directory area?

Users that wish to clear their call history logs may do so via a softkey on their phone. Select the "directories" button, then choose the "clear" button. This will erase the call logs (missed calls, received calls, and placed calls) from your phone. Note: The campus directory will not be affected.

How can I get help with my ResNet service?

If you need help connecting for the first time, if your connection has quit working or if you have problems with your computer (virus or spyware, for example) call ResNet support at x58888 or email us at  During Move In weekend in September 2009, support hours are 10 AM to 5PM.  During the rest of the year, support is available from Monday to Friday, 8:30 AM to 4:45 PM.

How can I manage my account?

Account Utilities provides an excellent way to manage your Central Login Account and ensure its continued accessibility and security by changing your password, signing up for Password Insurance, checking your quota, signing up for spam filtering, etc. Visit this page for a complete list of Account Utilities.

How can I reduce the amount of spam emails I get?

Spam can be significantly reduced by using:

  • Our spam filtering
  • Our block/accept list to permanently block or accept specific email addresses
  • Setting up custom mail filters on your favourite email client

In addition, CCS has blocked attachments with certain file extensions to reduce the chances of spreading viruses via email. However, spammers are always finding new ways to bypass filters so it is very likely that some spam will make its way to your inbox.

How can I tell what version of the IPSec VPN client I'm using? What version do I need to upgrade?

With your IPSec VPN session active, right-click on the lock icon in your system tray and select About VPN Client... (older versions of the client will only say About... ). If you are using version 3.6.3 or  4.0.4D, you are required to upgrade to the current version being distributed by CCS, version

How can I view the Directory of Missed Calls/Received Calls/Placed Calls/Campus Directory?

Select the directory you wish to view. Use the scroll button to move up or down in the list to view the entries. If you wish to call one of the entries ensure that the entry is selected (the highlighted line indicates the entry is selected). Select the Dial button to begin the call.

How do I access CFS drives?

Once you have logged in to the wireless network, you can use the NET USE command. Here are some examples. You will have to ask your local I.T. administrator for particulars about directory names, etc. Remember to use the /PERSISTENT:NO parameter on shared computers so that your drives will be removed after you log out. For personal computers, you can remove the /PERSISTENT:NO parameter and build a batch file to help simplify the process.

  • For the typical "G" or "Share" drive, use: NET USE G: \\\ /PERSISTENT:NO
  • For the typical "H" or "Home" drive, use: NET USE H: \\\\home\ /PERSISTENT:NO
How do I access LDAP/campus directory for user authentication?

Please, see the example below and also check the CFLDAP documentation. In the example below, if an exception is thrown then either the uid/login name or the password was incorrect or the server connection failed - inspect the exception message for more details. If the uid or password was incorrect the cfcatch. Message would include Inappropriate authentication. If the connection failed the cfcatch. Message would be Connection to LDAP Server failed. success

How do I change my password?

Login here with your Central Login Account.

How do I check how much quota I have used?

Login with your central login account to find how much quota you have used.

How do I choose a secure password?

It is important for you to choose fool-proof passwords that will help prevent hackers from accessing your accounts. When selecting your password, make sure the password is hard to guess by somebody else, but easy for you to remember so you don't have to write it down. Make sure that it is not a word that can be found in a dictionary and it should be between 6 and 8 characters long. It should contains a mix of characters, including at least two of: capital letters, lower case letters, numbers, and simple punctuation. For more information visit the Protect Your PC Guide.

How do I collect IPSec VPN troubleshooting information for CCS?

All these tasks should be completed before attempting to initiate your IPSec VPN session. Please cut and paste the output from each and e-mail along with your contact information when requested to do so.

To collect logs from the IPSec VPN session :

  • To configure the log settings, select Log > Log Settings... from the Cisco VPN client. Set all levels to 3 and click OK .
  • To enable the log, select Log > Enable , or CTRL-E .
  • To disable the log, select Log > Disable , or CTRL-E again.
  • To view the log window, select Log > Log Window... , or CTRL-L
  • It is important to disable the log once troubleshooting is complete. Leaving the log enabled can lead to hung sessions.


To collect connection history information:

  • To enable the connection history display, select Options > Preferences... from the Cisco VPN client.
  • Check Enable connection history display and press OK .
  • You can disable the connection history display when you have completed collecting the data for troubleshooting.


To collect notifications information:

  • To display the notifications, select Status > Notifications... from the Cisco VPN client.
  • Press Close when you have completed copying the output.


To collect host system information:

  • Start > Run , type cmd and press Enter . (You might need to type command if cmd does not work.)
  • Type ipconfig /all
  • If you IP address is in a private range, i.e. ( to or ( to or ( to, please contact your local network administrator for your public IP address. If you have installed a router/firewall in your home, you will need to visit the admin page to see the public IP address. CCS needs the public IP address in order to track your IPSec VPN session attempts.
How do I create a good password?

Information Security recommends using a password manager application to randomly generate and securely store unique passwords for all of your accounts and online identities.

When selecting your password, make sure it is:

  • Hard to guess by someone else, but easy for you to remember so you don’t have to write it down
  • Not a word that can be found in the dictionary
  • Between 8 and 14 characters long
  • Changed regularly
  • A mix of characters from at least three of the following categories: capital letters, lower case letters, numbers and simple punctuation or special characters (e.g., $ ( ) ! + - _ . = { })
    •  Note that the following characters should not be used as they may be problematic for some applications: < > ‘ “ ; , @ \ % & `
How do I forward a voice message that is new or saved to a co-worker?

After listening to a message (press # to skip to the end of a message), you can press "0" to hear more options. The option to forward a message is "5". Note: You can only forward messages to employees that use the ip phones.

How do I forward the secondary line on my phone?

Please email your request to the MACdesk on-line request application. You will be provided with a user id, password and instructions to forward secondary lines.

How do I get a Central Login Account?

Depending on your designation on campus, you will be provided with an account either when you are hired as employee or enrolled as a student.

How do I grant write permissions to the ColdFusion server for file uploads or XML file generation?

You can also use Unix ACLs to add extended permissions for the the cfmx user to your target folder (see ColdFusionMX: Unix ACLs FAQ for more information).

How do I know if an email is a phishing scam?

If you have received an email that seems suspicious, read through the information on our web page outlining how to recognize a phishing scam. You can also check our listing of the most recent scams and phishing attempts.  

If you think you may have a received a phishing email:

  • Do not respond or open any links in the email until you have confirmed it is safe.
  • Never give your password to anyone.
How do I leave a message for someone without ringing their phone?

Press *77 followed by the extension number.

How do I log in the wireless network

Windows users are required to log in from NAC Agent. If you have NAC Agent installed,NACAgent will pop up for log in automatically after connected to wireless network. If you do not have NAC Agent installed, open up the browser after connect to the wireless network and you will be directed to the NAC Agent download page.

Non-Windows computers do not require NAC Agent to be installed. Open up the browser and you will be directed to the login page. 

How do I log out of the wireless network?

To logout of the wireless network, right click the NAC Agent icon on the system tray and click on "logout". If you forget to log out before shutdown your computer, the wireless system will log you out after 10 minutes of no activities.

How do I login?

If you use NAC Agent, the agent login window will pop up automatically once you connected to campus wireless, Family Housing and Resnet network.

Non-Windows based computers, e.g. Macintosh and Linux users need to open browser to login once connected to campus wireless, Family Housing and Resnet network.

How do I logout?

Wireless users should always logout from NAC Agent. Right click the NAC Agent icon in the system tray and click on Logout. Note for users connecting to uog-wifi-secure SSID, the NAC Agent Logout button is grayed out. NAC system will log you out automaically after your computer is shut down for 5 minutes.

If you are not using NAC Agent, you will be redirected to a logout webpage after authenticating to the NAC with your web browser. You can logout by clicking on the logout button. But if you close the logout page, currently there is no other way you can manually logout until your session timed out.

How do I obtain the clients' IP address?

The IP address of the client is the valuue of the CGI variable CGI.HTTP_X_FORWARDED_FOR for production websites, and CGI.REMOTE_ADDR for or any virtual hostnames configured for your production website.

How do I prevent Windows from storing my userID and password when using uog-wifi-secure?

Currently there is no option to prevent Windows XP from storing your userID and password when using the Windows native wireless drivers (also known as wireless zero configuration -or- WZC). The password is stored in the registry under the CurrentUser subkey and is only available to the user profile you were logged into when you signed into the secure wireless network. Any other profile will be required to log in again.

For Windows Vista, you can uncheck the checkbox "Cache user information for subsequent connections to this network" at Network and Sharing Center / Manage Wireless Networks /  uog-wifi-secure / Properties / Security tab.

How do I remove all ACLs from my site?

Login via SSH using your Organizational account then and type the following command:

setfacl -bR /www/rootdir

Where rootdir is your website root directory. To remove ACLs for a single file or directory omit the R option.

How do I remove my stored password from Windows using uog-wifi-secure?

The easiest way to remove the stored password is to delete the uog-wifi-secure profile. Alternatively for Windows XP, you can delete the registry key that stores your cached credentials. For more information, please see Microsoft KB 823731.


Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. 

How do I schedule a job, e.g., a database report? Can I use CfSchedule?

If you need to run a specific job please design and test a CFMX script which executes the job, then contact the CCS Help Centre (preferably by email) and submit the following information:

  1. Which CFMX server should this task be set up - production or stage. Each task is to be tested on the stage first before moving to production.
  2. Top level directory for your website - if your website is then the top level directory is myweb
  3. Optional name of the task - the full task name will be "YourContextName.OptionalPart". This can be used in your future requests to refer to this specific task
  4. URL of the page which executes the job
  5. Request timeout - please, design your scheduled tasks efficiently, i.e., make them complete quickly. CCS reserves the right to suspend any task that may have a negative impact on the CFMX service
  6. StartDate, startTime, interval, endDate, endTime (see the cfschedule tag for details). The scheduled tasks should run outside of the peak hours, i.e., in early morning hours. If you do not require any specific time then give us an approximate window when you wish to run the job and we will coordinate it with other scheduled tasks
  7. Should the output be saved in a file? If yes then submit the file name and directory name (please, set the appropriate permissions for the cfmx server)
  8. Any other requested parameters - see the cfschedule tag for details
How do I stop the wireless synchronization of my calendar?

If you don't want to synchronize your Gryph calendar with your device, follow these steps:

  1. Go into your Calendar
  2. Press the menu button and go to Options
  3. Click on Desktop
  4. For Wireless Synchronization select "no"
How do I stop users in the UoGOrg group from looking at my files?

Please refer to the page for securing data.

How do validate checks work for Macintosh, Linux and Unix machines?

At this time, there are no validation checks for the Macinotsh, Linux and Unix operating systems.  For these systems, the web login is the only method of accessing the network. Please always remember to launch the browser and connect to the internet first. Your network applications will not work until your pass the NAC checks and successfully connect to the internet.

How do validate checks work for Palm and other handheld devices?

At this time, there are no validation checks for Palm, PocketPC or other handheld devices. For these devices, the web login is the only method of accessing the network. Please always remember to launch the browser and connect to the internet first. Your network applications will not work until your pass the NAC checks and successfully connect to the internet.

How does Call Back work?

The "Call Back" feature allows you to receive a call back notification on your phone when a called party becomes available (e.g. when you call an on-campus extension that is busy or does not answer). To receive call back notification, press the "CallBack" softkey when you call an extension that is either busy or continues ringing. Note: You cannot activate call back notification if the called party has forwarded all calls to another extension.

How long does a call remain on hold before it rings back to the phone which placed it on hold?

Calls placed on hold from an IP phone do not ring back. Calls placed on hold from an analog line on the IP system ring back every 20 seconds. Calls placed on hold from an HiCom phone ring back every 2 minutes.

How many IPSec VPN connections I can make at the same time?

Any user is allowing making maximum 2 simultaneous VPN (WebVPN or IPSec VPN or mixed) connections at any time.

How many numbers will be stored in the Directory of Missed Calls/Received Calls/Placed Calls?

Your Directories of Missed Calls, Received Calls, and Placed Calls will only store the last 32 numbers, in chronological order. When you press your Clear button, all numbers stored in your Directories are cleared. Note: numbers are not cleared one at a time.

How many WebVPN connections I can make at the same time?

Any user is allowing making maximum 2 simultaneous VPN (WebVPN or IPSec VPN or mixed) connections at any time.

How should I clean my new phone?

To clean your Cisco IP phone use only a slightly dampened soft cloth to gently wipe the phone and the LCD screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.

How should I set the server attribute in the CFPOP and CFMAIL tags?

Please, point your CFPOP tag to Regarding CFMAIL - we set the appropriate SMTP server in the ColdFusion administrator so the server attribute does not have to be specified in the CFMAIL tag - your application will use the default value set by the administrator.

I am now familiar with the voice mail prompts, can I change to brief menus?

Once you become familiar with voice mail, you may wish to change your prompting level from full to abbreviated menus. To take advantage of the brief menus: Log in to your mailbox. Press 4, then 2, then 3. Press 1 to hear brief menus.

I am unable to access our paging system. I think it may be in a 'hung state'.

After the last person has completed their page, the paging system must hear 6 seconds of silence before it releases the line for another page to be placed. If the user did not correctly hang up then the paging system will revert to a maximum count of 35 seconds, at which time it then releases the line even if a page is still in process.

I am using an operating system other than Windows Vista or XP. Can I connect?

Although only Windows XP (full support) and Vista (limited support) are officially supported on campus, if you have a computer with a different operating system (Windows 2000, MAC, Linux , BeOS, OS/2, Unix etc.) you should have no problem connecting to ResNet, if your computer is properly configured.  Users of these operating systems will be responsible for their own system setup, and no guarantee can be made that these systems will be able to connect to the network. Additionally, no installation instructions will be provided to setup a network connection on a platform other than Windows XP.

I can connect to the wireless network, but I am constantly disconnected and have to connect again.

This can be a result of out of date drivers. Please update your drivers. Even though you can connect fine in other areas, there are some wireless coverage areas where there are multiple wireless access points in high density. This can affect connectivity. In addition, some wireless network cards have "roaming sensitivity" settings that you can configure to be less sensitive. If after updating your drivers, you still experience this problem, try setting the roaming sensitivity of your network card to something less than the default. Roaming sensitivity settings can usually be found by: right-click on your network card / Properties / Configure / Advanced

I can't log in uog-wifi-secure. It seems it doesn't like my userID and/or password.

Try using the CCS password change utility to synchronize your password with the wireless servers. Although the utility will allow you to use the same password during the update process, i.e. using the same password for all three password fields, if you have not changed your password in a while, updated rules may require you to enter a new password.

I cannot connect to the wireless network. What am I doing wrong?
  • Have you upgraded your drivers? Upgrading network card drivers typically solves connectivity issues.
  • Are you in an area with wireless coverage?
  • Is your wireless network card powered up and/or enabled?
  • Have you configured your network card appropriately?
I cannot find the Campus Directory on my phone.

Do you have the Cisco IP Phone 7940 or 7960? The Campus Directory is currently supported only on these phones. When you press the directory button do you see the fourth menu item and does it say 'Campus Directory'? Is your Directory URL set? To verify this press Settings, then scroll to Network Configuration and then proceed to Directories URL (entry 27 on the 7940 phone). It should be set to Neither of the two parameters can be set directly on the phone - they must be set by the CCS staff. If the Campus Directory is not configured on your phone then please contact the Help Centre at extension 58888.

I cannot install the NAC Agent, it warns me about administrative rights.

You must be logged onto your computer as a user with administrative rights or as the administrator.

I get the following error when trying to connect: Secure VPN Connection terminated locally by the Client. Reason 403: Unable to

If you see this error check/try the following:

Please make sure the group name is exactly as it appears in the instructions located here.

Try disabling any firewall software on your PC (do not disable the VPN statefull firewall option).

Try changing your transport options. From the IPSec VPN Client startup screen, select University of Guelph VPN and click Modify. Under the Transport tab, check off Enable Transparent Tunneling. Use the default IPSec over TCP w/ TCP Port 10000.

I get the following error when trying to install the Cisco IPSec VPN client: Failed to install Cisco Network Adapter.

When the Cisco IPSec VPN Client is installed in a directory other than the default (C:\Program Files\Cisco Systems\VPN Client), the virtual adapter can not be installed on Windows 2000 or Windows XP. The installation displays the error message above. Please uninstall and reinstall the client in the default directory.


I got an error "Could not contact Windows Updates server, Please verify your network connection" when logging into NAC
  1. Click Start, and then click Run.
  2. Type services.msc and then click OK.
  3. In the list of services, double-click on Automatic Updates (for Windows XP) or Windows Update (for Windows 7/Vista) and then click Properties.
  4. In the Startup type list, select Automatic and click Apply.
  5. Verify that the Service status is started, if the Service Status is Stopped click on the Start Button.
I have been placed on hold - can I turn the volume down?

As far as volume when somebody puts you on hold--you have the option of turning down the volume on your phone if another user puts you on hold and it is too loud for you. Press the down volume button on your phone (located above the mute and headset buttons).

I have deleted a Voice Mail message and want to recover it. Is this possible?

There is no option available to recover a deleted voice mail message.

I have followed the instructions for publising my personal website, but get an 'Access Denied' or 'Forbidden' error.

Your home directory, public_html directory and all subdirectories must have execute permissions set for other, to be viewable on the web.

See Managing Files for more information on file and folder permissions, or contact the CCS Help Centre for help setting your file and folder permissions correctly.

I have forgotten my password, how do I retrieve it?

There are two ways of having your forgotten password reset; through Password Insurance for users who subscribed to the free service or by contacting the IT Help Desk or CCS Help Centre for non Password Insurance subscribers.

I have installed the NAC Agent, but sometimes I am still redirected to the NAC Agent download page.

After you log into the wireless network, please wait for the NAC Agent to complete the security check on your computer before continuing to your website, otherwise you will be redirected to the NAC Agent download page again.

I have more than 7 lines on my phone, and I can only set six of the lines to different ring tones.

A current limitation of the phone system only allows you to use the default plus 6 of the 7 alternate rings.

I have personal firewall software installed on my computer. Will this cause a problem with NAC Agent?

In most cases, a personal firewall will work well with the NAC Agent. Depending upon the firewall product, you may receive several pop-up windows with a  “OK to proceed?” or similar message.

I have two line appearances, how can I set different ring tones?

Users that have multiple extensions on their phone can have a different ring for each extension. To set up the multiple ring option from your phone: Press settings. Then 2 for ring type. Select 1 -- this is the default ringer for all extensions that ring on the phone. In this mode you have a selection of 26 different rings. Select your favourite ring type. Press the "Save" softkey as you exit the setup menu. If you would like to set a specific extension to ring differently than the default ring: Press the "settings" button on your phone. Press 2 for ring type, then scroll down to the line you want to change and select it. In this mode you only have 7 choices. Again be sure to select the "Save" softkey to keep your settings as you exit this menu.

I have uploaded webpages to my home directory, why can't I view them in a browser?

In order for your web pages to be accessible and viewable by the public, they must be placed in the public_html folder within your home directory. Please see here for more information on publishing webpages.

I hear an echo when making a call.

This can be remedied by lowering your handset volume. If the echo persists, please make a note of the calling party, the called party and forward this information to the Telephone Help Desk, x74663.

I need to temporarily leave the conference what button should I press?

If you need to temporarily leave the conference, consider pressing the mute button to avoid having the on hold beeps play to the conference parties.

I parked a call but it went to Voicemail.

After a call is parked for 2 minutes it will ring back to your phone. At this point the system will treat the call as if it were a new call on the system. It will follow your forward targets, or if there are no forward targets and no call waiting the caller will get a busy signal.

I went to voice mail when I was trying to set up a conference, what should I do?

If you get a party's voice mail or do not wish to add the caller to the conference, you will want to do the following: Press the EndCall soft key Then press the Resume soft key.

I will be in a double (triple or quad or more) room this year. Will everyone in the room have their own connection to ResNet?

All occupants of double, triple and quad rooms will have the ability to use the network. Some rooms will not have enough ports for all the people in a room, but in this case a hub will be delivered to that room before the beginning of the semester. Instructions for using the hub will be provided.

I would like to add text beside my extensions defined on my 7914, how do I do this?

If you would like to modify the text beside the extensions defined on your 7914, please use the MacDesk on-line request application.  Please remember that only 14 characters can be defined. A suggested format is 9 defined characters + the 5-digit extension, per button.

I'm having problems with my analog device. Who should I call for support?

CCS will verify that the on-campus wiring for the line is ok. If the line is operating fine, then you will be responsible for equipment support.

I'm repeatedly asked to enter my username and password after which I'm presented with the following error: Secure VPN Connection

The VPN service uses your central login account information for authentication. You have three chances to login after which you will be presented with the User authentication failed message. Remember, both userids and passwords are case sensitive.

I've lost my Directories and Ring Type setting; why?

If there is an interruption of power to your phone, or a system wide upgrade, you may lose your Call History and your Ring Type settings. Users may restore the ring type by: Pressing the Settings button, Scrolling to Ring Type. Pressing the Select (soft key) button. Press OK, Press Exit, then press Save

Is NAC Agent traffic encrypted?

When logging in from NAC agent, the user name and password are encrypted. It does not encrypt traffic after login. We recommend to use uog-wifi-secure SSID to encrypt all traffic.

Is Speed Dial available?

Speed Dial is available. Please contact the CCS Help Centre at ext. 58888, option 4. You will be provided with a user id, password and instructions to create speed dials.

Is the 0 option (referral service) available in the voice mail system?

Yes, we do have this service available for users. When callers are presented with the user's voice mail greeting, they may dial 0 at any time. Further information on referral extensions can be found on the Voice Mail pages. 

My phone displays the incorrect extension.

This will happen if you swap phones with someone. This is not recommended. You'll have to call the Telephone Help Desk, 74663. They will need to re-record your MAC address on the phone (centre sticker on back of phone near network cables). Before you call the Telephone Help Desk, you will need to locate whoever has your extension (the person you swapped phones with) so that CCS can change both phones appropriately.

My phone displays unknown characters for incoming call display.

This is currently a known issue when callers dial 519-824-4120 to reach a phone in Residence. Tell people who are calling you from off campus to dial 519-824-0022, and your call display will work properly.

My phone is continuously restarting.

Reset the phone by unplugging it from the wall and plugging it back in. If the problem persists, call the Telephone Help Desk at x74663.

My redial button does not work.

For security reasons the redial feature is currently not available on the Residence phones. Redial would display your FAC code on the LCD panel.

My wireless internet access is slow in some busy areas. What can I do in this situation?

You may experience performance issue on the wireless network in densely populated locations such as the Library. This issue is caused by the congestion and load on the wireless access point when too many users are attached to it. You may try to use wireless in a less congested area in this situation. Roaming users could experience additional performance degradation. If you have roamed from one building to another, please shutdown your computer for more than five minutes and start up again, then you should get better performance.

Should I update my software?

Companies often release updates to improve security. Keeping your software up to date ensures hackers cannot exploit old vulnerabilities to steal your data. 

The Campus Directory is not showing on my phone.

Begin by checking that your phone is a Cisco Model 7940 or 7960. Models other than this are not supported. Choose Settings; Select Network Configuration. Scroll to the Directory URL and check to see that it reads This is item 27 in the list. As well, check the firmware of the phone: Select Settings; Select Status; Press Firmware Versions. The Ap Load ID should be P00307020400. If one of these pieces of information is incorrect, contact the Help Centre at x58888.

The expansion unit requires a separate power adapter, what may happen if it loses power?

The expansion unit requires a separate power adapter. If power is lost to this unit, the expansion unit will not display the extensions. Appearances of these extensions will continue to operate if active on other phones.

The paging system hung up on me.

Yes, if your page is longer then 35 seconds! There is a maximum page length. However if there is 6 seconds of silence - or dead air then the system will assume the page is complete and hang up.

The phone displays that I have 3 missed calls, but in Voice Mail, I have no messages.

If you return to your office after being out, and you see a message "You have 3 missed calls" on the display, this is an indication that there were missed calls while you were out. You can review information about the calls by pressing the "Directories" button, selecting "Missed Calls" and using the arrow key under the middle of the display to scroll down (or up). If the callers left a message, your display would indicate "You have voicemail" and your handset light would be on. If there is no message indicator flashing then the callers did not leave any messages.

There are no characters on my LCD display, there is no dial tone. Basically the phone is dead.

The IP phone receives its power from the network jack. Verify that the jack (labelled 10/100SW) on the phone is plugged into the network outlet in the wall. Unplug and re-plug the phone into the network jack. Watch the MUTE button on the phone carefully - it should flash (red) 10 seconds after you plug in the phone. If the light does not flash, and nothing comes up on the phone, it is likely that either the phone, the patch cable, or the port is faulty. Check the cables that run into your computer from the phone and/or from your phone to the network jack. Try replacing the cable (you can borrow one from a neighbour for the purposes of this test). Also, try testing the computer in the network jack without connecting to the phone. One more thing to try ... take your phone to another room and plug it into their IP phone network jack. If this works, your network jack is dead. Make sure you communicate this when you call the Telephone Help Desk (Ext. 74663).

Voice Mail indicators

The red "Message Waiting Indicator" (MWI) will light on the handset, and the screen will display "You Have VoiceMail" when the primary extension has voice mail. The screen will display "You Have VoiceMail", but there will not be a red MWI light, which indicates that a secondary extension has voice mail messages. There will also be an envelope icon beside each extension that has messages.

What access/services does my Central Login Account provide?

Depending upon your designation on campus, your Central Login Account gives you access to a variety of computing services on campus such as: email, internet, software downloads, website publishing, Blackboard, ResNet, computer labs and printers.

What Are ACLs?

ACL stands for Access Control List and is an extension to the standard Unix file and directory permissions.

What are the networks managed by NAC?

Currently, the campus wireless network, ResNet, connections in classrooms at MacKinnon and meeting rooms at University Centre and Albert A. Thornbrough are protected with NAC.

What are the requirements for the Microsoft Windows computers to have full network access after log into the university wireless

Microsoft Windows computers should meet the following requirements to get the full network access:

  • Windows Automatic Updates enabled and all Windows critical updates have been installed (mandatory)
  • Anti-virus software installed and running (mandatory)
  • Anti-virus software updated to the  latest virus definition package available from the vendor (optional)


What can I do so I won't go over my quota?

Regularly delete (purge) messages in your spam and trash folders. Regularly delete messages in your inbox you longer need or move them to their local computer, CD or USB key. For a complete list, visit the page for maintaining quota.

What can I do with Temporary Network Access?

With Temporary Network Access, you will be provided with instructions on how to update your computer and you will have access to:

  • Computing and Communication Services (CCS) Website
  • CCS Software Distribution
  • Microsoft Windows Update
  • Anit-virus software download and update

Once you have fully updated your computer, close the Temporary Network Access dialog and the NAC Agent will pop up and perform validation checks again.

What contributes to my quota?

The following contribute to your quota: your inbox, saved email messages, copies of sent mail, trash folder, spam folder, files saved to and your personal website

What do I do if I think my computer is infected with a virus?

To check for viruses, first run a scan with your anti-virus software.  If you do not have anti-virus software, the University of Guelph offers McAfee software for free.  If this does not clear up the problem, download Malware Bites and run that scan.

If you continue to have problems, visit the CCS I.T. Help Desk on the first floor of the Library. 

What does a caller hear when on hold?

Our present Hold recording is a system Tone-on-Hold. Once a user is placed on hold, they will hear a sequence of 3 tones, followed by approximately 5 seconds of silence. This will repeat continuously until the caller hangs up or the call is taken off "hold".

What does my computer need to work on the ResNet Network?

Most new computers will not have any problems connecting to ResNet. If you have an older computer or an older operating system (for example, Windows 2000 or Windows 98) then you should read our ResNet Getting Started pages to learn about all of the hardware specifications. In most cases, if your computer is "network ready", meaning that it can connect to a broadband network connection, you should have no problems accessing ResNet.

What does the '?' or 'i' button do?

You may press the blue " ? " (information) button and then any other feature of the phone (e.g., phone button or softkey) to get more information about that key. For example, if you press the " ? " button then the "settings" button, you will see information about the settings button functionality on your phone display. Some older phones may have a blue "i" button instead of the "?" button.

What exactly is a Firewall and should I use it?

A firewall can either be a piece of software or hardware. Firewall software is used to determine what incoming traffic is allowed or needs to be blocked from your computer. In order for this to occur your firewall has to look at every piece of information that tries to enter or leave your computer. If a site is trying to contact your computer and is not recognized by your firewall it will be blocked. You can customize what sites you'd like to have blocked, allowed or filtered and what products are allowed to run, and for advanced users, what ports are open.

Windows 7 and Windows 8 computers have a built in firewall that is automatically enabled. It can be found in Control Panel -> Fire Wall.

What file types are blocked and cannot be uploaded or sent as attachments?

.exe .java .mrc .msi .pif .sys

What if I cannot install the NAC Agent on my Windows computer?

You can click the Get Limited Network Access button on the NAC Agent download page to login with limited network access. Please keep in mind that only web browser traffic (http and https) is allowed under limited network access.

What is an analog line?

An analog line is a service which supports an analog device. There are many devices which use analog lines. These would include Loud Bells, Fax machines, POS Terminals, Analog phones (including cordless devices), and Overhead Paging systems.

What is encryption?

Encryption is the translation of data into a form that is unreadable to anyone without the decryption key. The intention is to ensure the data is kept private and hidden for anyone but the intended receiver with the key. Encryption is the most effective way to achieve data security, and encrypting your laptop and mobile devices is the most important step you can take to protect your personal information. 


View the Encryption FAQ here.

What is my quota limit?

Please visit this link to find your quota limit.

What is NAC Agent?

NAC Agent is an application that you will be asked to have installed on your Windows computer in order to access the network. Currently, NAC Agent checks to ensure your computer meets a miminum level of Windows Updates and has anti-virus software installed with up-to-date virus definitions.

What is Network Access Control (NAC)?

Network Access Control (NAC) is a mechanism to ensure only authenicated users with computers that meet minimum security standards are granted access to the network. NAC allows CCS to ensure users do not negatively impact the network and other users.

What is Password Insurance?

Password Insurance is a free service provided by CCS to anyone holding a Central Login Account that allows users to reset their own password at anytime, from any computer with an internet connection. Reduce the risk of being locked out of your account, if you ever lose your password, come back here and answer your secret question to retrieve your new password on the spot.

What is the difference between an optional requirement and mandatory requirement?

If your computer fails an optional requirement, you will still get full network access but will receive warnings. If your computer fails a mandatory requirement, you will be given a Temporary Network Access role to download any necessary software or updates.

What kind of support does ResNet provide if I get a virus on my computer?

Computer viruses have become the number one support issue for residents. Viruses are a time consuming nuisance and can cause you to lose your connection and/or your data. Everyone connecting to ResNet should ensure their computer is properly secured and protected before connecting (see our security pages). If your computer becomes infected with a computer virus, ResNet may have to block your connection until your computer can be cleaned. We will do our best to contact residents when their connections are blocked, but we may not always be able to do so in a timely fashion. We provide ResNet Resource CDs at all the residence desks for borrowing. The CDs have a variety of tools that will help you to clean your computer of viruses and spyware and includes instructions. Call ResNet support for more information at x58888.

What should I do if I go over quota?

Delete email from trash and sent-mail folder. Review and delete all unwanted email from temporary spam folders. Delete old email with large attachments that are no longer needed. If you're unable to login to your U of G mailbox, contact the CCS Help Centre for a temporary quota increase. This will allow you to login and clean up your messages so you can continue to receive mail.

What should I do with the university supplied VoIP phone that is in my room?

The residence VoIP phones that are supplied within your room must remain connected directly to their wall connection at all times. Students who bring their personal VoIP phones are also expected to answer the university provided phone and voice mail as it is the only official telephone contact the university will have with you while you are on-campus.

What type of browser software can be used to initiate a WebVPN session?

The following browsers are fully supported:

  • Internet Explorer version 6.0 and later
  • Netscape version 7.2 and later
  • Mozilla version 1.7 and later
  • Firefox 1.x and later
What will happen if I go over my quota?

Other people won't be able to send you email until enough messages are deleted from to bring it back under the limit. Under certain conditions you may even have problems deleting messages or even logging into U of G mailbox. You won't be able to save mail from your inbox to other mail folders. You may also find that you can't keep copies of outgoing mail. You also won't be able to post new web pages.

What will happen if my personal VoIP phone causes conflicts with the ResNet network?

If your personal VoIP phone equipment creates any sort of problem with the ResNet network, your connection could be shut down. We do our best to notify clients as soon as possible if we have to disable connections, but this communication may not happen prior to disconnection.

When I connect to my paging system, I hear a tone before I make an announcement.

Paging systems now have a pre-announce tone and confirmation tone heard both on the set and over the loudspeakers. Optionally, this can be changed to hear only a confirmation tone on the set. A choice of one of these options is required.

When I open my Internet browser, the ResNet activation page is asking me for a Central Login User ID and password. What's that?

This is the same account and password you use to access your Gryph Mail email. If you have forgotten your password, please call our CCS Help Centre at x58888 to have it reset.

Where can I find help if I am having trouble with my laptop, phone or other device?

CCS provides central computing support to all members of the U of G community through a variety of help services, you may reach us through email, by phone, online or in person.

Contact us today!

Where can I get anti-virus software?

CCS licenses and distributes McAfee anti-virus software at no cost to all registered students, staff and faculty. When you install anti-virus software, you must also update the definition files or it may not detect new viruses. 

Where do I get a network cable to connect my computer to the port in my room?

You must supply your own network cable and we recommend you bring a network cable with you when you come to campus to speed up your connection time. Most computer stores or large electronic stores should be able to supply you with a network cable. We recommend you get a 25 foot cable although there are some rooms that may require a longer cable. For more details, see our ResNet Getting Started page.

Where do I go for support to install and use the VPN service?

If you are having problems installing and/or using the IPSec VPN client, please contact your departmental IT support staff. Installing the VPN client on your PC may require administrator privileges, and you may need assistance for this. Departmental IT staffs who are having problems installing the client can contact us at the CCS Help Centre.

Which is the best position for my phone when using the speakerphone, flat or upright?

Upright--when using your speakerphone, your voice will be best heard by others if you have the phone in an upright position (i.e., have the footstand propping the phone up). The phone produces poorer voice quality for your listeners when it lies flat.

Why and how can I add a Security Gateway to the List of Trusted Sites (IE)?

We recommend that Microsoft Internet Explorer users add the Security Gateway to the list of trusted sites. Doing so enables the ActiveX control to install with minimal interaction from the user. This is particularly important for users of Windows XP SP2 with enhanced security. Follow these steps to use Microsoft Internet Explorer to add a Security Gateway to the list of trusted sites:

  1. Go to Tools / Internet Options / Trusted Sites. The Internet Options window opens.
  2. Click the Security tab.
  3. Click the Trusted Sites icon.
  4. Click Sites. The Trusted Sites window opens.
  5. Type the host name the VPN server ( Use a wildcard such as https://* to allow all Security Gateways within the domain to be used to support multiple sites.
  6. Click Add.
  7. Click OK. The Trusted Sites window closes. 
  8. Click OK in the Internet Options window.
Why does the CreateObject function or CFObject tag generate an error?

Applications are denied access to the CreateObject function and the CFObject tag due to security considerations. If you are using CFCs please instantiate them with the CFInvoke tag instead of the CFObject.

Why I see the error "Too many users using this account? And what should I do?

For enhanced security, a maximum of three simultaneous logins per client are permitted. You can select "Remove the oldest session" on the web login page or on the NAC Agent login dialog and login again.

Will CCS provide support for my personal VoIP phone?

CCS does not provide support for VoIP problems unless they are specifically related to the university provided residence phones.

Will I be able to surf the Internet through ResNet and talk on the phone at the same time?

ResNet is similar to a broadband connection and it does not tie up your phone while you use it. As of Fall 2004, data and phone lines are integrated, and one computer in each location will be plugged into the phone but you will still be able to surf the Internet and talk on the phone at the same time.

Will my residence fees be reduced if I bring my own VoIP phone?

There will be no adjustment in residence fees for students who choose not to use the University provided VoIP phones.