ittdesk

ittdesk Internet and television are part of the service costs of the lease price for your room.

This means that when the lease starts and you move into your room, you will have working internet and television.
When your lease for the room ends, so will your internet and television subscription. No hassle with terminations and contract terms.

Most DUWO and de Key housing locations will be automatically connected to Internet and Television.
For housing locations where Ziggo or UPC Internet and Television is not yet possible, it can be that there is another internet and television provider and that you will be paying a different amount per month.

When your housing location is converted to Ziggo or UPC Internet and Television, all tenants will in principle be automatically converted and the servicecosts will be adapted. About the conversion, DUWO and de Key will inform the tenants in advance by sending you a letter.

For information about the service costs please consult the website of your housing corporation.

This is dependent on the location that you are living.

In most cases you can find this on the website of your housing corporation.

The costs will be part of the service costs and thus will be in your monthly rent payed to your housing corporation.
When you end your lease contract, it will mean that Internet en Television will stop automatically along with paying your rent.
So no hassle with having to end other contracts, besides your lease of the room.

The only exception to this is Digital Television (DTV). This is a separate service and will need to be ended by your DTV service provider (for example Ziggo or UPC). To end the service you will need your DTV customernumber.

If you have internet and television that isn't part of your lease agreement, then you probably have a separate contract for internet and television.
If you end your lease agreement , you will still need to end the internet and televison contract.
Otherwise you will keep paying for internet and television.

Having two contracts running usually is more expensive then a combined contract.

Please do the following tests on your internet connection to determine the nature of the malfunction.
Please tell the results to ittdesk in your mail or by phone when you report a malfunction to us.

Does the computer work with your own cable on your own connection?
Does the computer work with another cable on your own connection?
Does the computer work with your own cable on another connection (in the same building/network?)
Does the computer work with another cable on another connection (in the same building/network?)
Does a second computer work on your connection with the original cable?
Does a second computer work on your connection with another cable?
Does a second computer work on another connection (In the same building/network?)

You can report malfunctions by filling in the contact form on our website www.ittdesk.nl.
Under the heading Contact Support you can select the type of malfunction you are experiencing.

To do this you will need to give us your details; like name, adres and phonenumber; and a clear description of the problem.
You can also add files, like photos, of the problem.

You can also contact ittdesk by phone: 088-4117788 or by a support form on the ittdesk website .

When ittdesk employee's determine that there is a problem that needs a mechanic, our mechanic will contact you to make an appointment for the repair.

When moving inside or between locations, that are part of the network managed by ittdesk, residents can immediately use their computer and/or router in the new room.

If a computer and/or router has been registered, then it can be used in any room that is part of the network.

In principal all tenants will be connected to Internet and Television, but you are free to refuse.
For current tenants this will be at the time of conversion to the Internet and Television provider in your area.
For new tenants this will be at the time you sign your lease agreement for the room.

In this case tenants will have to actively indicate that they don't want to use Internet and Television for the provider on that location.
You will not be connected to Internet and Television of that provider, and the subscription costs will not be part of the servicecosts for the room.
The consequence is that you will need to arrange your own Internet connection and television and you won't receive service or support from ittdesk.

Getting a subscription from another provider will almost always be more expensive then the one offered with you lease agreement.

IP Configuration (Mac OS X):
1: Open “System Preferences” by clicking the icon in the dock, or from the “Apple menu”.

2:In “System Preferences”, Click on the “Network” icon.

3: In the “Network” screen, select the “Built-in Ethernet” in the “Show” menu.

4: Select the “TCP/IP” tab.

5: Select “Using DHCP” in the “Configure” menu.

6: Save the changes by clicking "Apply now".

The use of Virtual Machines on the ittdesk managed nerwork can cause the internetconnection to be disrupted.
Virtual Machines send a second MAC address onto the network.
Normally the network does not allow this; only one MAC address can be active per connection.

You can solve this problem by using a router.
If the router functions properly, then there will be only one MAC address (the router's) active on the connection.
ittdesk recommends the routers of the brand Cisco Linksys, with the standard settings they only show their own MAC address on the connection.

Should it be really needed to use a Virtual Machine without a router, the the tenant should ask ittdesk for permission. ittdesk can then allow a second MAC address on the connection.

It is possible to connected a XBOX, PS3 etc. through the use of a router ( see specific information on routers for the router we recommend ). The router get his own ip adress from the network and because the router is always on, it will not switch IP's. The game console that is connected via the router will have a more stable connection.

We recommend that everyone who want to use a game console, also uses an ethernet cable between the router and the game console instead of a wifi connection. This gives a more stable and faster connection.

If you have internet on a DUWO location via ittdesk, you will be able to use the following outgoing mailservers (depending on the provider area you live in):

Always start with checking the cables and disconnect the peripherals in case of conflicts.
Pay attention to:
Is the cable physically fine: no kinks, no visible veins in the cable or any other damage.
If this is the case: replace the cable or temporary loan a cable from a neighbor.

For Windows computers:
Does your computer ahev a networkconnection? Mostly there is a icon in the bottom right (next to the clock) indicating the networkstatus. By right clicking this icon you should be able to access the Network-center, where all active network-connections are displayed. Networkcenter can also be accessed via Start --> Configuration Panel.
Does the computer have an IP? You can find this by selecting the status of the active networkconnection. If you select details, then you should get an overview that looks something link this (depending on your Windows version):

What IP number has be assigned to the computer?
A registered computer that is connecting derectly to the network wil recieve an IP starting with 80.
A registered router will show an IP starting with 192. (most of the time, but there are some exceptions) on the
computer.
A unregistered computer / router will get an IP starting with 10.
A computer with incorrect settings or another defect will get an IP starting with 169.
This is an error message IP.

That is the DNS number? (should be 10.XXX.XXX.XXX, some people have an additional firewall or are using different DNS server like Family Shield)

You can test the possibility for other malfunctions (ask your neighbors for help if needed):

Does the computer work with your own cable on your own connection?

Does the computer work with another cable on your own connection?

Does the computer work with your own cable on another connection / room (in the same building/network?)

Does the computer work with another cable on another connection / room (in the same building/network?)

Does a second computer work on your connection with the original cable?

Does a second computer work on your connection with another cable?

Does a second computer work on another connection (In the same building/network?)

If you have done all of this and your internet connection still doesn't work, please contact ittdesk via mail ([email protected]) or phone 088-4117788 (on workdays).

ittdesk will then determine if a mechanic needs to be sent to your room.

ATTENTION! The helpdesk will determine if a visit by our mechanic is really necessary by asking you the questions above and you filling out a form, by phone or by mail. If incorrect information is given in the form or you provide incorrect answers and the mechanic does find that your connection is working properly, the cost of the unneeded visit by the mechanic will be charged to you.

When making the appointment with the mechanic, the tenant accepts the possible fine (€130,- incl. tax) for an unnecessary visit by the mechanic.

You can also fill out the contact form on our website, which you can find here:

ittdesk Student Support Form English http://www.ittdesk.nl/malfunction/

We have noticed that some tenants don't have a valid license for there anti-virus program.

Usually they don't want to renew the license.

Therefore we can recommend a few FREE anti-virus programs:

http://www.avira.com/en/avira-free-antivirus
http://www.avira.com/en/avira-free-mac-security
http://free.avg.com/nl-nl/homepage
http://www.av.eu/nl/avast_antivirus_producten/avast_Free_Antivirus#.UFr6mLIaPtA
http://windows.microsoft.com/mse

See the website: http://www.wikihow.com/Clear-Your-Browser's-Cache for all the different browsers.

It can be that your location is not part of the ittdesk managed network.
Ask you landlord / housing corporation if you are on the ittdesk managed network.

After finishing your registration its important to reboot any devices using the internet, especially routers.

The Qmanage registration page needs to filled in to regain full access to the internet, its possible to access some pages without registration like the page for your bank, to check the registration number on your bank payments for example. Anti virus websites and university mail should also be available. You can find your registration number on bank payments to your housing corporation and communication letters directly addressed to you.

For DUWO tenants it works like this: for Short Stay the number will be 7 digits and for long stay it'll be 12 digits, and of course of the lease contract itself.

Update: DUWO now also has contract numbers with 11 digits.

In some cases its necessary to reboot the network devices (latop, router etc.) in order to get to the registration page, and again when you are done with the registration.

Your router and computer will be required to obtain an IP address automaticly.

When you don't reboot your computer it can take up to 15 minutes before you get internet access back, when using a router you won't get it back till you reboot the device (take the power adapter out of the socket for a few minutes).

Every new device you connect to the wall outlet will need to be registered on the network.
If you have registered a router, machines that connect via the router to the network don't need a separate registration.

Here follows a description on how it works for a tenant of DUWO housing corporation.

DUWO sometimes allows that a tenant has a subtenant in his / her room for a fixed amount of time.
If DUWO officially approves having a subtenant, the subtenant can also make use of the internet network.

Getting internet connection for the subtenant needs to be arranged between the tenant and the subtenant!
Advice to the tenant: Place a good router and register it. The subtenant can then use the router to connect to the internet (either by cable or wifi).

To summarize: If a tenant has a router (see which routers we recommend in one of the other articles in this FAQ) then the subtenant can make use of it (with permission of the tenant). If there is no router (or no permission was given) then the subtenant can connect his / her computer directly to the internet wall outlet with an LAN cable.
The subtenant then has to register his / her computer officially.

To register properly and without problems the following details of the official tenant are needed:
Leasecontract number and date of birth.

The rest of the details that need to be supplied are of the subtenant:
Name (first and family name), mail-address, (mobile)telephone number.

If the tenant does not supply these details, then the subtenant can still register by entering contract number 999.999.999.999 (12 times 9 without the dots) and his / her own date of birth.

Update: DUWO now also has contract numbers with 11 digits.

(There is a chance that these unofficial contractnumbers will be removed from the system, but then the machine will be unregistered again. This means that people need to register again).

To access the internet you'll need a UTP cable, CAT5e is the most common one used in home networks. You can buy one at local computer shops or in our office in Uilenstede:

Uilenstede:
Tower 2
Address:
Uilenstede 157 – 4006
1183 AC, Amstelveen

Do not buy a cable that is to short, we receive information that at least once a year somebody trips over his or her cable and the computer falls on the ground. It usually is very expensive to do repairs on a computer, so preventing is better then repairing.

The wall outlet can also break when that happens. The repair cost can be pretty high and will be charged to the tenant!

Also be careful which type of ending the UTP cable has !!!!
We have noticed that some cables that are being bought, don't fit properly in the computer or wall outlet, because they have a to big / thick plastic cover at the ends.

UTP kabel
This is the correct type of cable.

The ziggo usenet is included in your internet subscription, you can find the required information below.

Adress: news.ziggozakelijk.nl
Port: 119(standard)
SSL: (Not available)
Username: (Not required)
Password: (Not required)
Downloadlimit: the same fair use policy that we use for our network

Address:

Select Dutch or English (in this example we selected Dutch so you can get used to the Dutch language).

After selecting the language press the OK button on the remote (see picture below).

Leave Land (Country) at Nederland, because that is where the TV is.

To change Zoektype from Alleen digitaal (only digital) to Analoog (Analog) use the remote down button (selecting Zoektype).

Then press the remote right button to make the change to Analog.

Use the OK button to confirm your selection.

Next the TV asks in which mode it should function.

The TV will then ask if you want to start the automatic channel-scan.

Use the OK button to confirm your selection and start the scan.

Some of the DUWO locations are located in UPC provider area instead of Ziggo provider area.

These messages depend on the digital receiver used and happen when the smartcard isn't properly inserted into the digital receiver. Or if you are using a smartcard that is not valid in the (postcode) area where you want to use the smartcard.

When you get one of these messages follow these steps:

1. Check if the smartcard is placed correctly in the receiver. The smartcard needs to be placed with the chip (the gold part) facing down.

2. Clean the chip on the smartcard, carefully with a cloth.

3. Restart the digital decoder. Do this as following:

- Turn off the decoder and remove the smartcard.
- Take the powercord of the decoder out of the powersocket for at least 30 seconds and disconnect the coax (television) cable from the decoder.
- Power the decoder back on, but do NOT place the smartcard back yet.
- After several minutes the digital decoder will ask you to place the smartcard.
- Place the smartcard back into the decoder.
- The decoder will now give the message E48 / E52 (no or weak signal).
- Reconnect the coax (television) cable. The error message will disapear within a minute.
- Do you still see the message on screen after one minute has passed? Then it is important to determine if this is caused by the digital decoder or the smartcard.

1. Check if the smartcard works in another decoder (for example your neighbors). Does the smartcard work in the other decoder, then there might be a problem with your decoder .

2. Check if another smartcard (your neighbors' smartcard) does work in your decoder. If the other smartcard works, there might be a problem with your smartcard.

The message E07 means that the digital decoder is checking the smartcard. Ziggo recommends that you wait till this message disappears and the decoder is ready.

Follow these steps when you see this error message:

1. The error message does not disappear after a few minutes? Remove the smartcard from the decoder and place it back after a few seconds.

2. If this doesn't resolve the problem, please restart the decoder. Use the following method:

- Turn off the decoder and remove the smartcard.
- Take the powercord of the decoder out of the powersocket for at least 30 seconds and disconnect the coax (television) cable from the decoder.
- Power the decoder back on, but do NOT place the smartcard back yet.
- After several minutes the digital decoder will ask you to place the smartcard.
- Place the smartcard back into the decoder.
- The decoder will now give the message E48 / E52 (no or weak signal).
- Reconnect the coax (television) cable. The error message will disapear within a minute.

The messages E16, E19 and E30 can have different causes:

Your smartcard has not been activated yet.
Each new smartcard needs to be activated. Have you activated the smartcard?

The channel you are trying to watch is not part of your subscription.
Do you want to get more channels, then expand your subscription with TV Plus or TV Extra.
Also check out the extra channel packages (specialized on for example: sports) Ziggo has available.

Has your smartcard been activated and is the channel part of your subscription, but you still get the error message E16, E19 of E30?
This can happen if the digital decoder has been disconnected from its power-source for a long time.
Follow these steps the remedy this problem:

1. Turn off the decoder and remove the smartcard.

2. Take the powercord of the decoder out of the powersocket for at least 30 seconds.

3. Disconnect the coax (television) cable from the decoder.

4. Power the decoder back on, but do NOT place the smartcard back yet. Do not reconnect the coax (television) cable.

5. After several minutes the digital decoder will ask you to place the smartcard. Write down the smartcard number, for example on a piece of paper. The smartcard number can be found on the backside of the smartcard.

6. Place the smartcard back into the decoder. The decoder will now give the message E48 / E52 (no or weak signal).

7. Reconnect the coax (television) cable.

8. Log in on your "Mijn Ziggo" (my Ziggo) account.
If you don't have a Mijn Ziggo account yet, you can create on on this site (in Dutch). (Attention: your Mijn Ziggo account is not the same as your Ziggo mail-account)

9. Check under Mijn Producten (My Products) - Radio & Televisie - Smartcards if the correct smartcard-number is activated.

10. Click the Herstel (Restore) option.

The E-message will disappear within a minute.

The messages E48 of E52 are caused by there being no or to weak TV signal.

To determine the cause of the message, it is important that you check the cabling in your house / apartment.

Disruption or maintenance.
Check if there is a report for a disruption or maintenance in your area, by entering your postcode (postal code) on the Ziggo website (in Dutch).

Are all the cables properly connected?
Check if for exampple the television cable is properly connected to the TV and walloutlet.
Consult the Ziggo Hulp bij Radio & TV (Help with Radio & TV) page (in Dutch).

Kabel Keur.
A lot of problems like static, blocks and stripes on your TV screen are cause by using bad cables or having bad connection points. Good material for your TV wll be marked with the Kabel Keur-logo.
For more information consult this Ziggo page (in Dutch).
Related entries

The E32 message signals that you are probably using the wrong frequency and / or the wrong networknumber (Net ID) after setting up the digital decoder.
Please consult the Handleiding Digitale TV (Manual Digital TV) which frequency and networknumber you should use. This will be different for each postcode (postal code) area.

E32 can also mean that there is a problem on the Ziggo TV network.
Check if there are reports for your area (postal code). You can do this on the Ziggo website, by entering your postal code (in Dutch).

If this does not fix the problem, then you need to restore the smartcard on your Mijn Ziggo account.

To create a Mijn Ziggo account, you will need to have Ziggo customer-number.

1. Log in on your "Mijn Ziggo" (my Ziggo) account.
If you don't have a Mijn Ziggo account yet, you can create on on this site (in Dutch). (Attention: your Mijn Ziggo account is not the same as your Ziggo mail-account)

2. Check under Mijn Producten (My Products) - Radio & Televisie - Smartcards if the correct smartcard-number is activated.

3. Click the Herstel (Restore) option.

The E-message will disappear within a minute.

The TP-Link 1043nd shows multiple mac-addresses when is in service.

This causes the internet port to be disabled.
This problem can be solved by installing custom firmware, but this voids any warranty that you may have on the router. Also incorrect installation will cause the router to be unusable, so installing custom firmware should only be done when you have experience with that.
The custom firmware that we recommend is DD-WRT, because of the clear user-interface and standard correct settings.

User manual TP-Link 1043nd.

We found out the the D-Link DIR-810L has some problems with the old firmware. The problems were that downloads were interrupted, Skype calls were almost impossible and some other problems.

In order to fix this you have to login to your router (most likely 192.168.0.1 unless you changed the address). You will get an login screen were you have to fill out the details you have filled out during the installation of the router (if you don't have any credentials, leave the password blank)

After login go to: Tools > Firmware

Download the following file and unpack it:
DIR-810L_fw_revA1_1-02b22_all_en_20140710.zip (5.00 MB).

Go back to the D-Link router page and browse to the following file: DIR810LA1_FW102B22.bin

Hit: "Upload" and give the process some time.

After the upgrade is completed, the problems should be disappeared.

If you need any help during this process, please contact our support department,.

During setup of a MAC Airport or Airport Extreme the AIrport will ask if the function "bridge mode" needs to be activated. The answer is NO. Bridge mode will give problems with the registration system and overall a bad or no networkconnection.

For "Router Mode" select "DHCP and NAT" (where available)

Following this you will probably get a warning that the IP is already in use and that you need to use Double NAT.

This can also be ignored.

With these settings the Airport should function correctly.
When you open a browser you should be able to see the ittdesk registration page.

If the page doesn't load, please try entering the website www.google.com or www.google.nl .

If it still doesn't work, please contact ittdesk by filling in a support form on our website or by phone 088-4117788 (workdays ).

ittdesk employees don't have the knowledge of all the brands and models of routers that are available in the world.
We will not be able to support you with programming in your router. We do sell routers that work properly on the ittdesk network on the various locations.

If you want to use your own router make sure that the router is set as a router and not as an access-point or bridge. Take care that the router only shows a maximum of one mac-address on the WAN port.
If that isn't the case, the network security system will automatically disable your internet port!
You need to call ittdesk on workdays between 09.00 - 17.00 hours so that we can enable the port again.
You can also contact us by mail if you have internet-access on another location then your room.

Warning! The following D-Link Routers are not allowed on the network since they cause problems : D-Link DIR-809 and DIR-605L!

We recommend the brand TP-Link, specifically the TP-Link Archer A5, its a very reliable device which also happens to be very user friendly. The routers basic settings will work directly form the box, but you will have to run the installation to secure the router.

The brands Sitecom, D-link, Belkin and Netgear don't work properly in the ittdesk network.
The protocols used by these brands can cause the routers to send multiple mac-addresses onto the network. This is not permitted and will cause your internet port to be disabled.

DSL modems / routers will never work on this network type.

You can buy a router in a shop or online, but also in our office at Uilenstede location:

Address ittdesk Uilenstede:
Uilenstede 157 – 4006
1183 AC, Amstelveen
+31884117788

Rule of thumb for buying routers: a router under the price of 40 euro's can't be trusted! Pay attention that you do NOT buy a modem/router and if you do decide to use one, make sure you that the router only show one mac-address on the WAN port which you connect to the internet-outlet in your room.

You can connect a new router normally to the internet wall outlet, after that the router needs to be registered on the network. Every time a new machine is connected you will need to register it.
Please do not switch machines more then once an hour. Otherwise the outlet might get disabled (security setting).
After registration you can connect your computer, phone and / or tablet via wireless connection to the router.
ATTENTION!! Sharing a wifi connection is NOT permitted and can result in your internetconnection being disabled.

If your router is not properly configured, you internet connection in your room might get disabled.

DO NOT TEST ROUTERS DURING THE WEEKEND!!!!!

ittdesk will not be able to re-activate your connection during the weekend.
You will be reconnected on Monday (or the next following workday) as soon as you call us or send us a mail.

You can reach us by filling in a support form on our website or by phone 088-4117788 (workdays).

We have seen a router of the brand Tenda that can function on the network.

This router can be set for 2 network types: ADSL and DHCP.
Our network uses DHCP.
After the model W311R router got set to DHCP it had a working network connection.

We will be checking if this model has stability problems.

Tenda W311R

The Sitecom WL series has problems functioning on the ittdesk network.

When the router has been in use for a while, it will start transmitting multiple mac-addresses onto the network, this will cause your internet outlet to be disabled.
Known models the have this problem are Sitecom WL-340, WL-351, WL-366 en de WLR-2000. We have yet to encounter a working WL series Sitecom router.

ittdesk has also noticed that several Sitecom models seem to be working correctly, but still can't establish a working network connection. The only way te remedy this, is to take the power adapter of the router out of the socket for a few minutes.
Unfortunately this can happen multiple times a day, which people find very annoying.

ittdesk therefore recommends you do not buy a Sitecom router if you are interested in using a router on the ittdesk network.

We have seen the Netgear WGR615V series on the network, this series will show multiple mac-addresses if the bandwidth exceeds 40 Mbps. This will cause your internet outlet in your room to be disabled.

Usermanual of WGR615V9: WGR615V9

The website of Netgear wgr615v9, has a download link to the newest firmware:
wgr615v9

We have noticed that there are several models of this brand that are NOT suited for the network managed by ittdesk.

The following models of ICIDU are NOT suited:

NI-707538
NI-707539

This and similar models only give the option to select cable or DSL networks. Therefore they can not be used.

-----

NI-707551

On the website of ICIDU this model is called a router.
However, this device does not have a WAN port. It only has 5 LAN ports, which makes this device a switch.
Because of this only one device can work with the switch, resulting in an unstable connection.

-----

The Broadband Router Wireless 300N NI-707534 does work properly on the network.

This model has an automatic detection option in the Quick Setup, that does select the correct settings for use on the ittdesk managed network.

Belkin routers send out multiple mac addresses of the devices you connect to the router, causing our management system to shut down the port it is connected to. We do not recommend you to use these routers

Manual:
Belkin N600 DB.