During these last few months, we have quickly transitioned from work in the office to work in the home office. One big difference is not having tech support readily available to assist with home office issues. This guide was created to help prepare you for working at home if you’re new to Goucher and to provide some troubleshooting tips if you’ve started to encounter some technical problems.
Click the FAQ title to access the information for that section.
Preparing Computer & Home Network⮟
While working from home, you need to make sure that your computer and network are as secure as possible. Take the time to check the following:
Wifi network password protected. If you have your wifi network set to “Open” then you are inviting everyone, especially the bad guys, access to your network. Work with your Internet Service Provider to make sure that the strongest password encryption is enabled. Here’s also a quick video on wifi security:
Antivirus up to date. If you are using your personal computer, you should have antivirus software installed and up to date especially if it’s a Windows computer. If you don’t have one installed, discounted antivirus software is available for purchase at software.goucher.edu.
Browsers up to date. Internet browsers also need to be kept up to date. Safari and Chrome are usually updated automatically. However, it’s a good idea to check once in a while to make sure that you’re running the latest version. Not only having an outdated browser is a security risk, it can also prevent sites that you use on a regular basis from working properly.
Update drivers. Operating systems are not the only things that need updates. Hardware drivers for wifi cards and audio need updates as well. If your personal computer is running the Windows operating system, you should also have a utility installed from the manufacturer that will allow you to check your computer for outdated drivers and then provide the most recent update.
Watch the video below for an example of what to look for on your computer:
Connecting to Goucher Network⮟
In order to access certain features or sites, you will need to connect to the Goucher network. Here are some of the features that require a connection:
- Raiser’s Edge
- Access to files on Magellan file server
- Budget reports on Inside Goucher
- myHorizon Apps software cloud server
- Access to lab computers for specialty software
In order to access these applications or sites, a virtual private network (VPN) client needs to be installed.
If you’re using your Goucher-managed computer at home, you should already have the Cisco AnyConnect VPN client installed in order to connect to the Goucher Network. Watch the video below for a demonstration on how to connect.
If you’re using your personal computer to connect to the Goucher network, follow instructions on how to install and connect to VPN. Or, you can watch the install video below.
Connecting to Remote Computer⮟
If you need to connect to a Windows computer that is on campus, you will need to use the Remote Desktop Connection application that is available on both Windows and Mac OS. In order to connect to a computer, you must have the following:
The computer name. This can be found by doing a search from “Computer System.” Or, you can contact the Help Desk and we can provide the name of the computer after verification. Note: This must be a computer that is assigned to your or a general use computer located in your department.
The computer in the office turned on. Of course, you won’t be able to remote into the computer if it is off or asleep. If that happens, see if there’s someone in the office that can turn it on for you. If not, contact the Help Desk.
Computer at home running latest updates. The computer you use to remote into the computer on campus needs to have the latest updates. Not having the latest updates can cause errors when trying to connect. It can also be a security risk. Make sure if you’re using a personal computer, that it’s running the latest update.
Click a link below to watch a video on how to set up and connect remotely to a computer on campus:
Accessing Specialty Software⮟
Installed on Goucher-Managed Computer
If you need to access software that is installed on your computer that is located on campus, you will need to follow the steps from Connecting to Goucher Network first.
From Horizon myApps
Horizon myApps is the software cloud server that hosts specialty software like:
- Perceptive Concept
If you need to use an application that is not installed on your computer but is available on the server then you can follow the instructions from the Horizon MyApps page or watch a video below:
Preparation is needed to have a successful online meeting. Follow the steps below to make sure that you’re able to connect and participate in every meeting.
Check headset connection. If you are using a headset or earplugs, you need to make sure that it is connected to your computer and paired (if using bluetooth).
Check Internet access. Make sure that you are connected to wifi and that you are getting a strong signal. If you have 5G available, use that wifi connection instead, but make sure that you are close enough to the router to maintain a strong signal. If possible, connect your computer to your router directly using an Ethernet cable so that you don’t lose connection.
Check computer settings. Make sure the external device is set to be your default microphone and speaker. Also, check that the volume is not muted. Each computer setting is different. Usually, these options are in Settings on a Windows computer and System Preferences on a Mac.
Connect to Online Meeting Platform. Whether you connect using Zoom, Teams, or any other online meeting platform, you should always go through the setup wizard. This allows you to test the audio and video connections to make sure that the sound is not muted, your camera doesn’t have privacy enabled, and more. Click the link below to watch a video on how to check your online meeting platform settings.
Taking Care of Goucher-Managed Computers at Home⮟
Whether you are using a Goucher-managed computer on or off-campus, the Goucher Computer Use policy still applies. Please take the time to review the policy thoroughly. Here is a list of a few things that the policy covers that you should adhere to when using your Goucher-managed device office campus:
- Avoid eating near your computer
- Avoid placing items on top of the laptop
- Keep the computer away from pets and small children
- Get protective covering or sleeve for a laptop
- Scan computer on a regular basis for viruses and malware
- Connect Goucher-owned Windows computer to VPN on a regular basis to receive critical security updates.
Working from home can bring added stress if you’re not used to it. Sometimes, connecting to the office or to an online meeting may mean you have to do some troubleshooting on your own. Hopefully, the tips below will help with the most common types of troubleshooting that you might experience at home.
Connecting with an Ethernet cable is the most reliable. However, you will need to be near the router to connect this way. The next best option, if it’s available in your area, is to connect to 5 GHz wifi. It’s the strongest wifi signal but has a shorter range than 2.4 GHz. So, you’ll need to be somewhat close to the router to get the best performance.
The VPN connection is pretty straightforward. However, if you run into any problems, check the following before calling the Help Desk for assistance.
- Check wifi connection first
- Type current Goucher username and password
- Try restarting your computer and try again.
If none of these work then please call the Help Desk for assistance. Please keep in mind that the VPN will time out after two hours of inactivity.
Remote Desktop Connection
The most common issue with remote desktop connection is that the remote computer may be off or asleep. If that’s the case, see if there is someone in your office who can turn it on for you. If not, please contact Campus Safety for further assistance.
Horizon MyApps Connection
First, make sure that you are connected to VPN. You will not be able to access Horizon without it. If you experience a problem with an application, please contact the Help Desk for assistance.
If you are not able to upload or save files from your computer, please make sure to follow these instructions and go to the “Saving and Accessing Your Files” section.
First, check audio and video settings on the computer itself to make sure that sound isn’t muted or disabled. Then check audio and video settings in the online meeting application. Run a test before every session.
Some computers come with a built-in privacy window. Make sure that it’s in the off position so that you’re seeing yourself and not a black screen.
If you’ve had your computer on for a long time, restarting your computer might help refresh your settings. It might be a good practice to restart your computer prior to a session.
Double-check that you’re connected to the wifi. If possible, connect to the router directly with an ethernet cable.
Very important: Update the meeting platform to the latest version. Teams updates automatically, but if you’re using anything like Zoom then you should check every so often and update it to keep your computer secure and the program running well.
Goucher IT isn’t able to provide support for personal printers because there are so many different models and causes for them to not work properly. However, here are some common things you can try:
- If the wifi doesn’t connect, then use a USB printer cable
- Restart printer and computer and see if that helps it to reconnect
If nothing else works, contact manufacturer support for further assistance.