Tech Guide for Users

This document is to help you out with common minor issues. It will help
you save time from submitting a ticket and waiting for MPAP IT to stop by.
If you still need assistance, please submit a ticket through emailing to
steinhardt.technology@nyu.edu

Tech instructions

Connect to Cisco VPN 2

Log into Adobe Creative Cloud 2

Self Troubleshoot

Computer sound is not working 3

Computer sound is not playing from the classroom speakers 3

Cannot connect to the internet 3-5

Printing issues 5

Nothing turns on 5

Run a virus scan 5

Zoom 6

Computer is very slow 7

1
Connect to Cisco VPN
● Open Cisco AnyConnect Secure Mobility Client
● Type vpn.nyu.edu in the VPN section and click on Connect
● Follow the screenshot below and click on OK
● Authorize login from your Duo Mobile app

Net ID
Password
push

Log into Adobe Creative Cloud

● Open Adobe Creative Cloud, and it will take you to your browser
● Type in nyu.edu in email address and click “continue”
● It will prompt you to NYU login page, log in using your NYU credentials
● Authorize login from your Duo Mobile app

nyu.edu

2
Computer sound is not working
● Check to see if the computer is muted.
○ Mac: in the top right corner, click on the sound icon and double-
check that your sound is turned up.
○ Windows: in the bottom right corner, click on the sound icon and
double-check that your sound is turned up. Also, check to ensure
that “Speakers (Realtek Audio)” is the selected device if you are
using your computer speakers.
Computer sound is not playing from the classroom speakers

● Check to see what if the sound device is set to SSL/HDMI

○ Mac: open system preferences - select “sound” - select “output” -
click on the sound device you need (SSL+ when you are using a
classroom desktop; HDMI when you are using a laptop connecting
to the classroom computer)
○ Windows: click on the sound icon in the bottom right corner, then
click on the tab above the volume slider, and select the device
you wish to playback on

Cannot connect to the internet

● Wi-Fi: make sure your Wi-Fi is turned on.
○ Mac: System Preferences -> Network, and check to ensure Wi-Fi is
green.
○ Windows: Click on the network icon in the bottom right corner, and
check to make sure you are connected to nyu.
PC
Mac

3
 ○ If Wi-Fi is turned on but still not working:
○ Check the Wi-Fi you are connected to – it should be nyu
○ Delete unused Wi-Fi network, especially nyuguest
○ Delete nyu and readd to the network

Mac

Select the Wi-Fi

name and click
on – to delete

PC

4
● Ethernet: check that your Ethernet cable is plugged in
properly (looks like the cable to the right).
○ Mac: System Preferences -> Network, and check
that “Ethernet” is green.
○ Windows: Click on the ethernet icon in the bottom
right corner, then click your network settings.

Printing issues
● After printing, check your print queue to ensure it is empty. If not, cancel
previous print jobs, wait a few moments, and try again.
● Checking the Status of the Printer
○ Mac: Go to system preferences -> printers & scanners, and check
that your desired printer shows green.
○ Windows: Go to settings -> printers & scanners, click on your
printer, and click manage. Then, check your printer status; it should
read idle if nothing is happening.
● If Pharos won’t respond
○ Mac: Go to system preferences -> printers & scanners, right click
and select “Reset Printing System”, then restart the computer
*Note: this action will delete all existing printers, if you have other printers saved, you’ll
need to manually reconnect them. But Pharos will automatically get reconnected

○ Windows:
● Pharos Sentry system instructions

Nothing turns on
● Laptop: Plug in the power cable, if it starts charging, it could be just out of
batteries
● Desktop: Check that the power strip the device is plugged into is on
Run a virus scan
● Go to home.nyu.edu
● In the search bar, type “Malwarebytes”
● Download the Malwarebytes software and run the virus scan
5
Zoom
● No Sound
○ Check that your computer sound is not muted
○ Click the ^ next to “Mute” and select the correct output device
● Microphone doesn’t work
○ Check that your microphone does not have a mute function
turned on
○ Click the ^ next to “Mute” and select the correct input device
● No Video
○ Check that the camera is not blocked or turned off
○ Click the ^ next to “Stop Video” and select the correct camera
device

● Can’t screen share (Mac only)

○ System Preferences > Security & Privacy
> Screen Recording
○ Click the golden lock on the bottom left,
enter credentials
○ Check that “zoom.us” is enabled
○ Click the golden lock again to re-lock
your preferences
○ Zoom will restart for the settings change
to take effect

● Sound doesn’t share when screen sharing

○ When clicking “share screen” make sure the “share sound” button is
checked
● Zoom needs update
○ Click on Zoom on the top left corner of the screen
○ Select “check for updates”
○ After checking for update, click on install
○ Install finished

6
Computer is very slow
● Close unused browser tabs. Browsers (especially Chrome) take up a lot of
CPU and are usually the main reason to cause computer slowness
● Check activity monitor (Mac) or task manager (Windows: ctrl + alt +
delete) to see what’s hogging CPU
● Right-click on any unimportant tasks hogging the CPU, then click end task
or force quit
○ Note: many of the listed processes are important background tasks
that your computer needs to run properly. Make sure any processes
you force quit are not critical.