Help Desk, FAQs for Remote Campus

The following are common questions resulting from the change to remote campus as a response to COVID-19

  1. Where can I find the latest updates about the University's response to COVID-19?
    • The University has created a webpage to provide guidance and updates about the ongoing COVID-19 response. It can be found at

  2. I'm a faculty/staff member who needs to work remotely, where can I get the equipment I need?
    • Departmental IT staff is responsible for providing equipment to facilitate working remotely. Your department may have its own Help Desk to contact. Information for those units can be found at
    • If you need assistance locating your department's IT staff, please contact the Technology Services Help Desk.

  3. I can't get my University software or shared drives to work on my personal computer. Please help!
    • For faculty and staff: The Help Desk will try to help you to the best of our ability if you are experiencing issues with one of our services. We may need to refer you to your local IT, or in cases of software that isn't a University-provided service, we may refer you to the vendor.
    • For students: The Help Desk will try to help you to the best of our ability if you are experiencing issues with one of our services. We will refer you elsewhere if needed.

  4. Are the labs on campus open?
    • This is still being determined. Some labs, such as the English Building lab, will remain open if staff is present. The CLASS lab in the Illini Union will be open as well. Labs in the Ikenberry Commons should remain open. Labs that are physically closed will have remote machine availability.
    • The Grainger College of Engineering is still determining their course of action for their EWS labs. Please contact Engineering IT for more information.

  5. I'm new to teaching online, what are my options?
    • The Center for Innovation in Teaching and Learning (CITL) has prepared a website with resources discussing different online teaching options based on academic needs. This can be found at
    • We also have an email support queue dedicated to assisting instructors in moving courses online,

  6. I need to use the VPN, where can I get help?
  7. How do I use the Remote Desktop Gateway?
  8. Can you help me with my Moodle course?
    • Moodle is not a Tech Services application, and it is run by ATLAS. You can contact Moodle support at

  9. I need help installing or running software I downloaded off the WebStore.
  10. Which online learning system should I use for my courses?
  11. Where can I find more information about Illinois Media Space/Kaltura?
  12. Where can I find more information about using Compass2g?
  13. Where can I find more information about using Zoom?
  14. Is there some kind of training I can attend?
    15. I have a non-technology question about COVID-19. Who do I talk to?

Keywords:COVID, covid19, covid-19, remote, vpn, campus, coronavirus, corona, virus, spring break, volunteer, volunteering, volunteers   Doc ID:98814
Owner:Josh E.Group:University of Illinois Technology Services
Created:2020-03-13 11:18 CDTUpdated:2020-04-01 09:22 CDT
Sites:University of Illinois Technology Services
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