York College Chromebook Support

If you have received a device from the Distance Learning Program here is what you should do first

Open the box and remove the device

Find the "Loaner Agreement" form

The loaner agreement form must be completed with all fields filled in and your signature

Take a picture of the form unless you are filling it out on campus or in front of the person that needs to receive it. 

Email the picture of the signed form to helpdesk@york.cuny.edu doing so will make support for the device easier since we will not have to ask for this when you call.

If you have a problem with the unit or it was received damage you can contact our Call Center at 718-262-5300 or you can open an incident directly into Yconnect

You can take a picture of any damage or any errors and submit these along with your submission

To use a chromebook you need to create an account and register your existing York Student email or Faculty/Staff email. Using the below steps. 

1. Go to the Google Account creation page. 
2. Enter your name.
3. Click Use my current email address instead.
4. Enter your current email address. (ie. student@yorkmail.cuny.edu or help@york.cuny.edu)
5. Click Next.
6. Verify your email address with the code sent to your existing email.
7. Click Verify.

All complete. You have now set up a chromebook account you will use later with the actual chromebook

For more info visit - Google Support

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission

Step 1: Turn on your Chromebook

1. If the battery is detached, install the battery.
2. Press the power button after the battery has successfully been installed.

Step 2: Follow the onscreen instructions

1. To choose your language and keyboard settings, select the language that appears on the screen.
2. Optional: To turn on accessibility features, select Accessibility.
3. Choose your network. (Home Wi-Fi or Hotspot)
4. Accept the terms of service.

Step 3: Sign in with your Google Account (or create one using an existing email with the information provided in "Chromebook Account Setup" on tab before this one)

1. To choose your Chromebook owner, enter your Google Account email or phone number and password.
2. If you’ve already turned on 2-Step Verification, you’ll be sent a code to your selected device.
3. If you don't have a Google Account to add, create one. On some Chromebooks, you can select More options  Create new account.
4. To use your Chromebook without an account, select Browse as Guest. (Not recommended as you will not be able to install Apps)
5. If you're having trouble signing in with your Google Account, use the sign-in troubleshooter.
6. Once you sign in, your bookmarks, extensions, and apps will appear automatically.

For more information go to https://support.google.com/chromebook/answer/1047362?hl=en

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission

If you are having trouble with your chromebook or are returning the device, a reset may be required in order to wipe the unit clean to start over and remove any data or applications you may have added including personal accounts used to access the device. Please be aware that doing this removes everything and puts the unit in a day one state. We require this especially when returning the unit.

Factory reset your Chromebook:
-Sign out of your Chromebook.
-Press and hold Ctrl + Alt + Shift then r
-Select Powerwash (Restart).
-In the box that appears, select Powerwash and then Continue.
-Then Power Off

Note: Before we can accept the return there can be no accounts logged in otherwise the unit is considered damaged and unusable.

The following are some basic applications that can be installed on the Chromebook for working from home and distance learning. Of course other applications can be installed

Open the Google Play Store and search for the following and install

• Type in the search box “Global Protect” by Palo Alto Networks. Download and install the VPN Virtual Private Network client. Use the server “ycvpn.york.cuny.edu” (York Student or Faculty/staff login) for more information on Global Protect go to MyGlobal
• Type in the search box “Microsoft Remote Desktop” by Microsoft Corporation. Download and install the Remote Desktop Client. (York Faculty/Staff login)
• Type in the search box “VMware Horizon Client” by VMware. Download and install the VDI Virtual Desktop Client. (York Student or Faculty/staff login)
• Type in the search box “Microsoft Teams” by Microsoft Corporation. Download and install the Video Chat and Collaboration Client. (CUNYFIRST login)
• Type in the search box “Zoom Cloud Meetings” and/or “Zoom Rooms” by Zoom.us. Download and install the Remote Meeting Client. (CUNYFIRST login)
• Type in the search box “Microsoft Office: Word, Excel, PowerPoint & More” by Microsoft Corporation. Download & install the Office Suite Client. (CUNYFIRST login)
• Type in the search box “Dropbox: Cloud Storage to Backup, Sync, File Share” by Dropbox, Inc. Download and install the Cloud Storage Client. (CUNYFIRST login)
• Type in the search box “Microsoft OneDrive” by Microsoft Corporation. Download and install the Cloud Storage Client. (CUNYFIRST login)
  Please consult with CTLET for which Blackboard app is best suited to download for Blackboard Collaborate Ultra.

Some of the above applications only apply to faculty and staff. You may have different requirements and may need to install other applications as needed.

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission

This is used in order to get remote desktop support for your chromebook. It will allow at the time of support and with your permission access to your device remotely. It can only be initiated by the user of the chromebook. It cannot be accessed otherwise. When you call our Service Desk for support depending on the problem this can be used.

You only need to visit the below link if remote desktop support is needed

Go to https://remotedesktop.google.com/support and click on the download icon to begin installing the needed plugins to begin a remote support session. Once installed the you will then be able to generate a one-time use code for support from the service desk personnel.

To reach the IT Help Desk for support call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission

The most current OS should always be on the Chromebook in order to avoid compatibility issues with other applications. 

The Chromebook generally will keep track of running updates for itself but if you need to force an update here are the steps:

How to update Chromebooks
>Click the bottom right corner of the Chrome OS desktop.
>Select the Settings icon.
>Click About Chrome.
>Click Check for updates.
>To apply the update, click the arrow icon and select Restart to Update.

Additional information FAQ's from:

The Center for Teaching, Learning

& Educational Technologies (CTLET)

https://www.york.cuny.edu/ctlet/for-students/chromebook-faqs

If you have any issues with your Chromebook contact IT Support at 718-262-5300 or open a ticket at https://www.york.cuny.edu/it/e-forms/itts

The different login accounts needed to access a variety of systems on and off campus can get confusing so here is a breakdown of the different key accounts

York College Student Mail Account

This is your York Email account generally provisioned by Microsoft after a committed status to the school and especially when registering and signing up for classes

The format for your email account is: firstname.lastname@yorkmail.cuny.edu

The format for your email password is : Your DOB (Yc + MMYYYY + LAST 4 of SSN) (This is a temporary password and you will be asked to change it on first login attempt)

For more information on your york mail account go to: Email for students

For information on setting your york mail on a mobile device go to: MyOutLook

Note that your york mail account is provisioned sometime after you commit. You should receive a communication from the York Admissions Office indicating what your york mail account name is and how to activate it. If you did not receive this communication, check that everything is ok with your application before contacting Information Technology.

York College Student Network Account

This is the account that allows you to access student computers on campus for example the Library student computers, student VPN, YCWIFI, Parking Permit online system, Library printing, scanning and copying services when on campus as well as remote logins via VDI systems. This account is generally activated a few days before the start of the Fall semester with a temporary password which you will be forced to change on initial login.

The format for your York Network account is: FirstInitialLastName (also known as the campus login or campus network account)

The format for your York Network account is: Your DOB (Yc + MMYYYY + LAST 4 of SSN) (This is a temporary password and you will be asked to change it on first login attempt)

CUNYfirst ID

Your CUNYfirst ID is used to access the student information system. This is the system you are introduced to when you go through the application process. You received two unique ID's from this system. One is based on your name and the other is numerical. CUNYfirst is the system you will spend a lot of time on and if you are a freshmen has a checklist that should be reviewed constantly. The CUNYfirst ID is also used to access Blackboard, FACTS, DegreeWorks, Office 365, Teams, Dropbox and many other University single sign-on enabled systems.

The format for your CUNYfirst login account is: Firstname.LastnameNN@login.cuny.edu, where “NN” is the last 2+ digits of your CUNY EMPLID

Students are prompted to activate their CUNYfirst account during the application process and your password would have been set at that time. The login page has options for resetting forgotten passwords.

For more information  go to: https://www.cuny.edu/about/administration/offices/cis/cuny-login-faq/

Welcome to the IT Help Desk Services

The services below are all technology related topics we can help you with. Please click on the following link to go right to the submission page: YConnect

If any key word is highlight below it means you can get additional information on that topic

• Blackboard access | update email |
• CUNY login (Firstname.LastnameXX@login.cuny.edu)
• CUNY Virtual Desktop
• CUNYfirst access help
• Document upload access
• DropBox
• Email Account (Firstname.Lastname@yorkmail.cuny.edu)
• Issues with loaner laptops and hotspots
• Locked accounts and other access issues - escalated to CUNY’s Help Desk
• Network Account (FirstInitial+Lastname | i.e. Jdoe)
• Office 365 - MS Office Software access
• Password resets (local)
• Password resets are self-service only via https://home.cunyfirst.cuny.edu/
• Virtual Desktop Infrastructure (VDI) for access to software for labs (i.e. MS Access)
• VPN - Virtual Private Network - Access to Library databases and network share files
• York Mail Password resets and account activation
• Issues with loaner laptops and hotspots
• Off-campus password resets, without a saved profile, will required added security protocols
  (authentication, management approvals, and call back)
• Access to email via Outlook Web Access and archive email access
• Reporting phishing and spam
• Setting up email on smartphones

To reach the IT Help Desk directly call 718-262-5300 if your issue is not urgent please use the preferred method above and create a YConnect submission