iPass - FAQs

Q1: iPass @ CSU- Who can use iPass... ?

Any staff member employed by Charles Sturt University.

Q2: How do I install iPass onto my computer... ?

Click on the link on the iPass overview page and follow the on screen prompts.

Note - DIT is not responsible for any unforseen problems that may arise once iPass is installed upon privately owned laptops or computers. iPass is installed at the owners own risk.

Q3: Things to do before I travel... ?

With your computer connected from your home or at CSU, launch iPass and then update your phone book via the options menu. This will check for and apply any updates before you travel.
Check the iPass phone book to ensure that your destination has an iPass connection point.
You can bookmark these if you need to do so prior to travelling.
Check with the Service Desk if you have any iPass issues prior to travelling.
Also note that some connection points have iPass via "broadband" or "wireless" networks. These high speed options may be considered. Please consult with DIT before travelling.
If you are new to iPass please use the Tutorial to ensure you know how to use iPass.

Q4: How do I access my CSU email.. ?

You will need to use weboutlook when connecting via iPass. Alternatively you can connect to the Red Thin Client server and use Outlook there.

Q5: Why doesn't my computer connect to the Internet from my motel/hotel... ?

You need to be aware of which line number is required to access an outside line from the hotel/motel that you are staying in. Sometimes, you need to put a '9' or a '0' in front of the number you are dialling to get an outside line. To do this click on the options menu in the top left corner of iPass and select "Dial Properties". The top field on the displayed screen is where you need to enter the 0 or 9. Please consult with the hotel/motel guest book or reception for further information. Once iPass client software is loaded, select 'Dial Properties' to insert the relevant number and select an outside line. Also, please ensure that your modem (internal in your laptop) has a telephone cable connected to the hotel/motel phone jack before dialling.

Q6: How much does iPass cost... ?

Please look here for costs

Q7: When is my faculty / division account billed... ?

All call and online costs are billed to the communications cost-centre listed in your personal details of the CSU computer system information database. At the end of each calendar month, automatic cost centre transfers will occur to recoup costs from iPass expenditure. This will be identified on your communication cost report.

Q8: How do I update the iPass phone book... ?

Every time you successfully connect with iPass, it will automatically check for updates to the phone book and install them. This takes approx 30secs. From time to time a new release of the client will also be made via this automatic process. You will need to indicate your acceptance of this client installation.

Q9: What is the All Cities-AU listed in the phone book... ?

Within iPass is an All Cities-AU phone number. This is a nation wide (Australia) number that can be used whenever you are in a location that doesn’t have a local number for you to dial up and connect to the Internet. When using this number you will be charged a local phone call to connect but $1.70 per hour instead of the normal $1.10 per hour. Great for remote locations.

Q10: What should I do if I can't connect to any iPass access points... ?

If you can't dial into any of the iPass access points, check the following:

Modem is connected and plugged in
Phone line is connected to your modem
Dial properties are filled out correctly (i.e., it shows the correct location you are dialling from)

Q11: What should I do if the dial-up access point I'm trying to connect to is busy... ?

If you are experiencing a constant busy signal, try the following:

Retry the number
Try another local number
Try the 'All Cities' number on the iPassConnect Client

Q12: What does it mean when I keep getting error messages... ?

There are three common things that cause error messages.

Entering an incorrect password. Try re-entering your password and re-connecting.
Entering your user name incorrectly. Most users must append the @ and domain name of your ISP/Company to your user name (i.e. ben@company.com).
Selecting an incorrect access point. Sometimes the access points change in the iPass phonebook. If your company does not offer the automatic phonebook update feature, it is important that you update your phonebook frequently. We suggest every 2 weeks.
Forgetting to enter the prefix required from the hotel or location you are dialling. Many hotels, for example, require that you add an 8 or 9 before the phone number.

Q13: Why can't I connect from my hotel?

If you are dialling in from a hotel or office, you often have to put a prefix in front of the phone number such as 0 or 9. Check with the hotel or someone from the remote office and make sure you are dialling correctly.

Q14: What does it mean when I get an "Error 614" message immediately after modem "handshaking" and can not connect?

If you get this message it means you are running Windows NT without Service Pack 3 or higher. You need to either install or reinstall Service Pack 3 or higher into your machine.

Q16: I have a Macintosh laptop computer...can I get iPass installed... ?

A Macintosh client is available for Mac OSX.

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