DIY IT Support

The Factory can be reached by:

• emailing techsupport@sacredheart.edu
• visiting our Self-Service Portal and submitting your own ticket
  • How to Submit a Ticket to The Factory Service Desk
• calling us at 203-365-7575. 

With each of these methods, we ask that you provide your name, SHU ID number, and a phone number where we can reach you. Our goal is to respond to every issue within 1-2 business days. 

Our new hours of operation are as follows: 

Monday – Friday: 8:30am – 4:30pm

• Browse to our Safeware Purchase Page
• Select appropriate card (based on purchase price of laptop)
• Purchase Safeware insurance policy with credit card
• Wait a few days for a registration email
• Finish registration with link provided in email at Safeware.com

Sacred Heart University provides students with a Microsoft Office subscription free of charge. That includes apps such as Word, PowerPoint, and Excel.

1. To download these applications, please go to https://portal.office365.com.
2. Sign in with your SHU email and password. 
3. In the portal, click the “Install Office” button at the top right of the screen.
4. Select “Office 365 apps”.
5. You will be prompted to “Save File” or it will start to download. Select “Save File”.
6. Once the installer file is downloaded, run the installer.
7. Leave defaults unchanged and accept any license agreements.
8. Once the installation is complete, start any Office application and use SHU credentials to log in.

For some applications and SHU websites, you might need to utilize VPN. GlobalProtect, the VPN the university provides, will simulate your presence on campus when you are not on SHU network. How to get GlobalProtect:

1. Go to https://vpn.sacredheart.edu
2. Log in using SHU credentials.
3. Select and download the Mac installer or a Windows 64-bit installer.
4. Run the installer.
5. On a Mac, you might be prompted to provide a permission in “Privacy and Security” for GlobalProtect to make changes.
6. The icon for GlobalProtect, a greyed-out globe, will pop up in your top (Mac) or bottom (Windows) bar.
7. Enter “vpn.sacredheart.edu” for portal.
8. Enter SHU credentials.
9. The VPN will then try to connect.
10. To find the GlobalProtect VPN, look in your top or bottom bar for the globe (it is likely under the tray arrow in Windows). If you do not see it there, you can find the VPN by typing GlobalProtect in the search bar and running the application, which will start it in one of the above locations.
11. “Connect” when you need to use SHU network, “Disconnect” when you are done.

University provides other software for students such as antivirus and coursework applications. You can find the installer files at: https://software.sacredheart.edu

1. We ask that you complete Laptop Registration for your device – this will expedite our services for you later. You only need to do this once. Select the registration that fits your device.
1. Windows Registration Instructions (link)
2. Mac Registration Instructions (link)
2. After registering your device, click “Student Software” at the bottom of the page.
3. Select, download, and install the software you need.
4. If you need help with download, installation or licensing – please contact the Factory.

1. Locate the cable jack on the perimeter of the room.
   • **Please note, Students living in Oakwood Gardens will have a separate TV service provided via Frontier. You will connect to the Cable Box provided in your living room using the provided HDMI cable, and use the Frontier TV Remote.
2. Make sure your TV is connected to the cable jack using yourcoaxial cable.
   • Note: You may be limited in TV positioning based on the length of your coaxial cable.
3. Press the “Menu” button on your remote control. If you don’t have a remote, your TV should have a built-in “Menu” button.
4. Find and select the “Channel Scan” option in your TV’s menu. This option is sometimes labeled “Rescan,” “Tune,” or “Auto-tune.”
5. If you can’t find the “Channel Scan” option, dig through the TV’s “Settings,” “Tools,” “Channels,” or “Options” menu. On some TVs, you must press the “Input” button and go to “Antenna.”
6. Once your TV starts scanning for channels, find something to do. Channel scanning can take upwards of 10 minutes.
7. When scanning is complete, your TV will either display how many channels are available or drop you back into a broadcast.
8. Still missing channels? Try running another scan or going to Sacred Heart’s website and search for TV Guide to see how many channels are provided at the university.
   • Throughout the year, be careful not to damage the cable jack in the wall or your coaxial cable in anyway as this may result in loss of channel of decreases signal strength.
9. If at any point during the year, you require technical support or repairs – please contact the Factory to create a ticket – information for Contacting the Factory can be found in the Factory Section on this page.

**For any technical assistance, please create a ticket by contacting the Factory. For students living at The Oakwood Gardens, please be sure to include your specific room number and building along with the ticket information.

Something not right? Need additional help setting up your TV / Cable? Need repairs to your room’s cable jack? Create a booking appointment using our Telecom Booking Page, and we’ll plan a safe on-site to the room. Be sure to include your name, residence hall, and room number. For any questions about bookings, please call 203-396-6333.

Access to the campus Wi-Fi environment is available by connecting to the “Sacred Heart”* Wi-Fi network. This is a secure and encrypted Wi-Fi network that utilizes your unique username and password, the same username and password you use to access your Sacred Heart email.

Once you have selected “Sacred Heart” as your Wi-Fi option, insert you username and password. Your username is usually your full last name + first initial. (John Smith = smithj). 

Always keep these credentials private and remember to change your password when prompted. Please do this before they expire as it will affect your ability to securely log into the “Sacred Heart” Wi-Fi network. See below for instructions on connecting to the “Sacred Heart” Wi-Fi Network.

*If you are a resident of The Oakwood Gardens, your network is specific to your location. The network will have the name of your apartment number plus building (201 South or 201 S. etc.). Additionally, the password is designated to the specific location. This password is commonly found on the back of the router. 

Purpose: For connecting devices such as Xbox, Playstation, Apple TV, Roku, Smart TVs, Google Chromecast, etc. 

These devices do not support connecting with the secure and encrypted features of the “Sacred Heart” Wi-Fi network. 

To connect these devices wirelessly, connect to the “SHU-DeviceNet” Wi-Fi network instead.

While on campus you will need to register the MAC address of the device at this web site: mydevices.sacredheart.edu.

If you are unsure of how to find your device’s MAC address, please refer to the instruction manual or look below for instructions concerning the device.

The format for a MAC address is: 01:23:45:67:89:ab. 

Once registered, the device will have access to the “SHU-DeviceNet” Wi-Fi network. Please keep in mind that devices that can connect to the “Sacred Heart” Wi-Fi network should do so.

For more detailed information on how to connect specific devices, please see the full Wireless Network informational page.

1. Go to the Sacred Heart University website
2. Click on the MySHU button
3. Enter your username and password and click Login
4. You will be taken to MySHU
5. Under Quick Links, click on Student Planning and Advising (SPA)
6. Enter your username and password
7. Click on the menu, then click the User Options drop down
8. Select User Profile 
9. Your mailbox assignment will appear in the Addresses section

Visit the SHU Pad website to learn about other services.

1. Go to MySHU
2. Enter your Sacred Heart University credentials.
3. In the Quick Links module, select the Blackboard link.
4. A list of your courses will appear. Select the course link to view course materials. 

Questions or concerns? Send an email to blackboard@sacredheart.edu.