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CERN IT Basics for Newcomers
Your CERN Computing Account
- Activation: Visit account.cern.ch to activate your CERN computing account. You will need your CERN ID number and the initial password provided during registration.
- Username and email: Your CERN username is typically your first initial + surname (e.g., jsmith). Your CERN email will be username@cern.ch.
- Password policy: CERN requires strong passwords with minimum length and complexity. Change your password regularly through the account management portal.
- Two-factor authentication (2FA): Enable 2FA for enhanced security. CERN supports TOTP apps (e.g., Google Authenticator, Microsoft Authenticator) for second-factor verification.
Wi-Fi: eduroam
- eduroam: The primary Wi-Fi network at CERN. Connect using your CERN credentials: username@cern.ch as the identity and your CERN password.
- eduroam CAT: For the best and most secure setup, download the configuration profile from cat.eduroam.org. This ensures correct certificate validation.
- CERN-GUEST: A fallback network available without CERN credentials. Limited bandwidth and requires accepting terms of use. Useful for visitors or if eduroam is not working.
Key CERN Systems
- EDH (Electronic Document Handling): CERN's workflow system for travel requests, leave applications, expense claims, contract extensions, and other administrative processes. Access via the CERN intranet.
- ServiceNow: The central platform for IT support tickets, HR requests, facility issues, and general service requests. Access at cern.service-now.com.
- Indico: CERN's meeting and event management system. Used for scheduling meetings, conferences, and lectures. Access at indico.cern.ch.
- CERN Phonebook: Find people, their contact details, office locations, and organisational structure. Access at phonebook.cern.ch.
- CDS (CERN Document Server): Repository for CERN publications, technical notes, and reports. Access at cds.cern.ch.
Service Desk
- ServiceNow portal: The preferred way to request IT support. Create a ticket at cern.service-now.com describing your issue. You can track the status of your requests there.
- Phone: Call the CERN Service Desk at extension 77777 (or +41 22 767 7777 from outside CERN) for urgent issues.
- Common self-service: Password resets, mailing list management, and software licence requests can often be handled through the self-service portal without opening a ticket.
Printing, VPN, Software
- Printing: CERN uses a centralised printing service. Install the CERN print drivers and send jobs to the nearest printer using your CERN credentials for authentication.
- VPN: Use the CERN VPN to access internal resources from outside CERN. Download the VPN client from the CERN software portal and connect using your CERN credentials.
- Software: CERN provides licensed software through the Software Portal (cern.ch/software). Available titles include Microsoft Office, MATLAB, and various development tools.
What to Do When Something Doesn't Work
- Check known issues: Before reporting, check the ServiceNow known issues page and the CERN IT status page for any ongoing outages or maintenance.
- Basic troubleshooting: Clear your browser cache, try incognito/private mode, or try a different browser. Many CERN web services work best with Chrome or Firefox.
- Contact Service Desk: If the issue persists, open a ServiceNow ticket with a clear description of the problem, any error messages, and steps you have already tried. Include your ticket number when following up.