Classes at the University of Pennsylvania will be taught remotely for the duration of the spring semester. This guide is intended to help all students with accessing and using virtual instruction. Please visit the University’s Coronavirus (COVID-19) Information and Resources website for the latest information about Penn’s measures related to COVID-19.
Contents
- Student IT Support 24/7
- PennKey & Two-Step Verification Support
- Remote Learning Tools
- Student IT Support by School
- Desktop Computing Support
- Internet Service Provider COVID-19 Responses
Student IT Support 24/7
Please review the guide below for help and troubleshooting information. If you are having trouble and unsure who to contact, Penn offers Student IT Support for all enrolled students.
- Student IT Support
855-249-3243 (Toll-free)
studentithelp@upenn.edu
PennKey & Two-Step Verification Support
PennKey
- Test my PennKey - Try this first if you are having trouble accessing a Penn website or service. As a friendly reminder, all usernames are lowercase, and passwords are case-sensitive. If your PennKey username and password work in the test, that means your credentials are correct, but you may need additional access. Please see the guide below for support information. If your credentials are incorrect, you will need to reset your password or contact PennKey Support for help.
- Reset PennKey Password
- Additional PennKey Help for Students
- Contact PennKey Support
Two-Step Verification
- Two-Step Verification User Guide
- Two-Step Verification Settings
- Two-Step Verification Support Hotline: 215-746-2222
Remote Learning Tools
| Tool | Access | Support Guide | Contact |
| BlueJeans | http://meeting.upenn.edu | BlueJeans Guide | 408-791-2830 Submit a ticket |
| Canvas | Penn: https://canvas.upenn.edu/ Penn Law: https://mycourses.law.upenn.edu/ |
Canvas for Students | General Support: canvas@pobox.upenn.edu GSE: gse-help@lists.upenn.edu Wharton: courseware@wharton.upenn.edu Penn Law: canvashelp@law.upenn.edu |
| Panopto | Penn: https://upenn.hosted.panopto.com/ Penn Law: https://pennlaw.hosted.panopto.com/ |
Panopto Guide | Student IT Support by School |
| Zoom | No account needed to join meetings Download Zoom |
Getting Started | Student IT Support by School |
Student IT Support by School
Desktop Computing Support
Students with general computing questions can contact the Tech Center, and those living in a College House can contact College Houses & Academic Services.
- Tech Center
215-898-9720
techcenter@upenn.edu - College Houses & Academic Services
215-898-1111
support@collegehouses.upenn.edu
Computing Guides and Tools
- Antivirus Software - Symantec Endpoint Protection
- Basic Instruction for Network Connectivity [PDF]
- Current Supported Computing Products
- Desktop Computing Recommendations for Penn: 2019-2020
Internet Service Provider COVID-19 Responses
Numerous Internet Service Providers (ISPs) have signed an FCC Agreement to support broadband connectivity as COVID-19 spreads in the United States. The pledge states that from March 13 until May 12, 2020, companies will not terminate service for customers, will waive late fees, and will open access to public WiFi hotspots.
Many ISPs are making additional accommodations to assist customers. Offerings may change, so please check with your provider(s) for current promotions and be sure to check their eligibility requirements, terms, and conditions.
|
Provider |
FCC Agreement Participation | Other Known Offerings (as of 3/26/2020) |
| AT&T | Yes |
New $15 plan with no activation fee for new and existing customers Two months of 10GB/month of additional data for metered plans Two months of 10GB/month of additional mobile hotspot data for unlimited data plans |
| Charter | Yes | Two months of free Internet service with no installation fee for student households (new customers only) |
| Comcast | Yes |
Two months of free unlimited data for existing plans Two months of free Internet service for low-income families (new customers only) |
| Sprint | Yes |
Two months of free unlimited data for existing plans Two months of 20GB/month of additional mobile hotspot data for data plans |
| T-Mobile | Yes |
Two months of free unlimited data for existing plans Two months of 20GB/month of additional mobile hotspot data for existing data plans
|
| Verizon | Yes |
15GB of additional data for existing wireless data plans Two months of free Internet and voice service for low-income families Unlimited data for Fios and DSL |