How to Find Answers to Tech Questions
From a forgotten password to Wi-Fi trouble—don’t let a tech issue turn into a tech crisis this academic year. IT Express (https://iet.ucdavis.edu/support) is your first stop for tech support at UC Davis.
As the campus central service desk, IT Express supports Aggies with account management, email services, Canvas, Zoom, and other academic applications, supported software, network services, and more. There are several different ways to contact IT Express.
Ways to Find Answers & Get Help
If you have an urgent issue Monday through Friday, between 7 a.m. and 6 p.m., call (530) 754 – HELP. You can also search for answers in the UC Davis Knowledge Base, start a chat, or submit a help ticket via email—it’s up to you!
Top IT Express Questions
Technology is constantly evolving, but the most common questions from new Aggies to IT Express are consistent. Here’s a look at the top five:
- How do I connect to eduroam (campus Wi-Fi)?
- 1. Open your wireless network settings on your computer or device
2. Choose eduroam.
3. Select connect automatically and then click connect.
4. A window prompting you to enter your user credentials will appear.
5. In the username field, enter your Kerberos ID @ucdavis.edu
6. In the password field, enter your Kerberos passphrase
7. Once you have entered your information into both fields, click OK
Note: Wi-Fi access is impacted by the number of people on the network. For instance, internet speeds may go down in a crowded conference room or lecture hall. UC Davis also sees heavy Wi-Fi usage during midterm and finals week. - What is my passphrase?
Hearing or reading about Kerberos passphrases, login IDs, email addresses, and passwords can be confusing. Your campus passphrase is what you call your password.
Click here to verify your account passphrase.If you forgot your passphrase, click here to change it.
To reset your passphrase, see KB0005210.- How do I set up my new phone with DUO?
- KB0002454 explains the steps for managing your devices in Duo.
After-hours Duo support is available by calling (530) 754-HELP (4357), and choosing option 2. - How do I know if an IT service is working?
- Go to the Service Status page. This site provides up-to-date information about the status of IET services, planned maintenance and unplanned service interruptions.
- I just created my account today and can't access a service. What do I do?
- It takes time for account information to propagate through all the systems. Try again tomorrow. Note that you may need to wait up to three to four days to access Canvas. See KB0000197 for more information.
Bonus Tips
- Check out the Knowledge Base! Get your questions answered 24/7.
- Restarting your computer helps with performance issues.
- Installing the eduroam Configuration Assistant Tool (CAT) resolves 99% of wireless connection issues.
- When authenticating with Duo, "Send me a push" is the most secure and fastest method!
Tech Actions for New Aggies
New to campus? Here are lists of actions new students, faculty and staff can follow to get started using campus tech.
More about IT Express
The start of the fall quarter is one of the busiest times of the year for IT Express—second only to the spring when Undergraduate Admissions sends out acceptance letters. To ensure prompt and comprehensive support, IT Express adheres to rigorous industry standards, providing campus with world class service.
Here’s what you can expect from IT Express:
- Robust Response: 60k support tickets per year
- Fast Service: Average 36-second wait time for support calls
- Solution Oriented: 81 percent resolution rate
- Comprehensive Coverage: Nearly 300 campus systems and services supported
Learn more about IT Express at: https://iet.ucdavis.edu/support