USC Wireless & Portable Devices Support

ITS provides the following wireless support via phone at (213) 740-5555 or email at consult@usc.edu. ITS can also offer in person help regarding wireless problems at our location in the Leavey Lower Information Commons. Please call us to schedule an appointment.

Due to the variety of wireless adapters and operating systems, the ITS level of support for wireless is limited in the following areas:

• Verifying your USC UNIX account status
• Verifying registration status of the wireless card
• Verifying the wireless card's connection status
• Verifying the configuration of the VPN client
• Verifying that the ITS installed wireless access point at the user's location is working.

Hardware

While there are no general restrictions or system requirements for using the wireless network, not all computer systems or devices will work with the wireless network. ITS recommends the use an adapter that is fully compatible with Windows 7, Vista, XP, or Macintosh OS X. ITS does not install or support the installation of wireless cards. While any card that uses the IEEE 802.11b-n standard should work with USC wireless, support for other networking hardware that may be used with the wireless network is not available.

ITS does not support any third-party VPN clients for mobile devices. Access to the USC Wireless network on a mobile device is not supported by ITS (ITS does not configure your mobile device). Concerns about hardware compatibility should be directed to the hardware manufacturer.

Applications and Resources

Some applications and resources that you intend to use or access via your wireless service may not work to your expectations. Access to proprietary or non-ITS supported servers, networks or resources (third-party resources) cannot be guaranteed. ITS does not offer support for third-party resources.

If a user's computer or mobile device cannot detect USC wireless network and the access point is working properly, the user will be advised to either try accessing the network from another location, contact the manufacturer, or obtain other assistance.

If a user's card and VPN client are configured correctly and the access point is working properly, the user will be advised to either try accessing the network from another location or obtain other assistance.

Wireless connectivity can be hampered by any water-based material (including trees and even people) or other obstacles like walls or doors. ITS cannot do anything to rectify slow, intermittent connections or loss of connectivity created by such obstacles.

If access points are not working properly, or if multiple users in the same location with correctly configured cards and VPN clients cannot access the network, ITS will dispatch a technician within 24 business hours to check the wireless access points in that location.

As stated on our VPN Client web page, ITS cannot offer full support for problems with the VPN client software. Our current support is limited to Client configuration only.

ITS does not distribute any VPN client or provide support for mobile devices.

Policies and Security

Users of the USC Network are expected to be familiar with and to follow the USC Computing Policies set forth by the University and ITS. You, as a user, are responsible for your own computer's security and for the security of any other device you may use with your wireless service. Use of an anti-virus program is highly recommended.

Getting Help

For problems or questions related to your USC Wireless connection, contact the Customer Support Center at (213) 740-5555 or consult@usc.edu.

Please keep in mind that ITS does not offer 24-hour support. Any questions or problems you may have outside of general business hours will be addressed the next business day.