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University Technology Services

Frequently Asked Questions - Internet

Frequently Asked Questions About MacONLINE Network Connections

Q: What is MacONLINE?

A: MacONLINE service includes two components, 1) telephone/answering service, and 2) a LAN based Internet connection.

Q: How much does it cost?

A: MacONLINE service is included in your residence fees.

Q: What is required to connect to the MacOnline Network and/or What are the minimum requirements?

A: To connect to the MacOnline Network, a student will require a computer with the following:

  • Pentium II, Celeron or compatible Processor
  • 128MB of RAM
  • Windows 2000 or higher.
  • An installed 10/100 Base-T Network Adapter.
  • A straight-through RJ-45 Networking Cable.
  • An installed Web Browser

Q: How do I get a Network card?

A: Most newer PCs include a network card. If your pc or laptop does not have one, UTS will be selling cards during move-in (September 3-7 ). RJ45 cable, can be obtained free from MacOnline during move in. Technicians will also be available during move-in to assist students with set up and installation.

Q: Will UTS assist with an install using my own network adapter?

A: Yes, but you must also provide the driver installation files that go with your network adapter. This assistance will be available starting move-in week (September 3-7)

Q: What about doing my own Network card installation?

A: If you wish, you can purchase a Network card from UTS (or elsewhere) and do your own installation. UTS can provide you with documentation which contains (generic) instructions on how to install and configure your card.

Q: What if the card I already have does not have the correct connection port?

A: Ethernet cards must have an RJ-45 port connection to be compatible with the network. The port looks like a standard telephone jack, only slightly larger. If your card does not have this type of connection, you will have to replace it with a card that does.

Q: Okay, I have the Network card but not the software or RJ-45 cable?

A: The only software required for MacOnline is a supported Web Browser (Internet Explorer or Netscape Navigator) If your computer does not have one of these, UTS can provide a CD-ROM containing this software. UTS will also be selling cables outside the Commons and Mary Keyes residence during Move-In week.

Q: If I don't use my connection, do I get a rebate?

A: The cost is included in your residence fee and is non refundable.

Q: What connection speed can I expect?

A: MacONLINE is a shared service that can be used by all students in residence. You will find that access to information on campus will be very fast. Off campus speed will be dependent on the number of residence students sharing the service at any particular time and the site you are accessing.

Q: Is my use of MacONLINE subject to any conditions?

A: All users of MacONLINE must adhere to the Terms and Conditions, as determined by UTS, Housing and Conference Services, and the IRC. Failure to comply with these conditions can result in the limitation and/or termination of MacONLINE Services.

Q: Is there a limit on how much I can use the connection?

A: There are no limitations on how frequently or how long you can use the connection. There may however be limitations placed on how much information you can transfer. Exceeding this limit (usually by sending or receiving very large files, or many smaller files) can result in temporary limitations being placed on your service.

Q: What can I use my MacONLINE connection for?

A: You will be able to do research, work on academic pursuits, surf the net, and use your e-mail from the comfort of your room.

Q: I have a laptop computer. How do I get connected?

A: Laptops are connected to the network in the same fashion as a desktop computer. If your laptop does not have an RJ-45 networking port, you can purchase a PCMCIA (laptop) network card from UTS during Move-in (Sep 3-7).

Q: I have a computer with Windows 95/98. Can I get connected?

A: UTS no longer officially supports these operating systems. In most cases, you should still be able to connect your computer to the network, and instructions for doing so can be founnd here. If you encounter difficulties, UTS technicians will do their best to assist you, but complicated and/or time consuming installations may be subject to a service fee.

Q: I have a Macintosh/Apple Computer. Can I get connected?

A: Yes. You set up your control panel for Ethernet and connect dynamically through DHCP. UTS however, does not support these Operating Systems.

Q: What about help, who do I call?

A: You can call ext. 24357 during the hours of 8:30 am to 4:30 pm Monday to Friday, or send an email to maconlin@mcmaster.ca.

Q: Can I get help for other computer problems?

A: MacOnline Support will only be assisting with network problems. If you require assistance for other PC related issues, you can call the Technology Service Desk at 24357.

Q: What if I change rooms or even beds within my room?

A: Any change of rooms or other information must be in accordance with the Housing policy and will have direct influence on your MacONLINE Internet connection. This must be reported immediately to the Computing Coordinator for Residence at ext. 24357.

Q: What if I Install Web-accelerator software to speed up my internet connection?

A: Web - accelerator software can actually interfere with your connection to the residence network. It has proven to make the internet connection block out any web pages connected to a DNS server.

Q: I can't get into my Hotmail account. Why?

A: Hotmail and other web-based e-mail accounts require a connection to their server. If their server is busy or down it will affect your ability to connect to your Hotmail account.

Q: I can't connect to online gaming services such as Blizzard's Battle Net. What can I do?

A: Unfortunately, there is no solution to this problem at this time. Blizzard's Battle Net requires the use of port 6112. This port is blocked by the McMaster firewall as it is a known target for hackers and a potential security risk for Unix Servers. Many other online gaming services operate fine.

Q: Why can't I transfer files, or use the web conferencing features of MSN or ICQ?

A: Both MSN and ICQ operate in a limited capacity from MacOnline. Features that don't work usually require ports that are blocked by the firewall. Try using a different Instant Messaging program such as AOL's AIM or Yahoo Messenger. Most features that don't work in one will work in another.

Q: File sharing software such as Kazaa doesn't work. Why?

A: McMaster neither supports, nor endorses the use of file sharing applications. These programs have a tendency to monopolize residence bandwidth, and thus negatively affect network performance. Regardless, McMaster does not prevent the operation of this kind of software. Rather, file sharing applications are assigned a low priority on the network so as not to interfere with other traffic. If file sharing software appears to not work, it may be caused by the network bandwidth being fully utilized by other, higher priority applications. Please remember that downloading copyrighted materials violates the Terms and Conditions of MacOnline Usage.

Q: Still have questions?

A: If you still have questions, you can send an e-mail to maconline@mcmaster.ca

Service Bulletins

Citrix Receiver Client Update

UTS asks Citrix users to upgrade Citrix Receiver Client to the most current version by February 28, 2017. See UTS Citrix website for installation and removal information.


Mosaic Upgraded Interface

Service Desk

Client Self Service:
https://servicedesk.mcmaster.ca
Hours: Monday - Friday
8:30 am - 4:30 pm
Phone: 905-525-9140 x24357 (2HELP)
Email: uts@mcmaster.ca
Location: Main Campus BSB Rm. 245
Service Catalogue:
http://www.mcmaster.ca/uts
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