General IT Services

• Management of student and staff accounts, as well as all other accounts
• Maintenance of computer workstations and the classroom

Second-level support is limited to issues directly related to the use of the services provided by the ITCC. These include, among others, email, VPN, Wi-Fi, SoFS, Sciebo, and accounts. If your account has been suspended by the ITCC due to a virus infection or phishing, 2nd-level support will continue to assist you, upon request, with analyzing and resolving the issues on your device. However, this service does not include general advice or assistance with PC or software issues (including Office), nor does it cover new installations or updates of the operating system (except as a temporary solution in the event of a virus infection as mentioned above). 

• Support for setting up IT services offered by the ITCC, such as Wi-Fi, email, and VPN, on Windows, Android, and Linux operating systems
• Support for setting up IT services offered by the ITCC, such as Wi-Fi, email, and VPN, on macOS, iOS, and iPadOS operating systems; see also the Mac Support guides.

Remote support for PC and Mac via phone and the internet

Download TeamViewer for Windows and Linux operating systems

Download TeamViewer for macOS

What is remote access?

You allow us to connect to your computer via the Internet (remote connection). This enables us to view your computer screen while you are present, and, if necessary, you can grant us access to your mouse and keyboard. You can follow all steps directly on your screen. In this way, we can assist you with any issues you may have and help you resolve them.

What are the requirements?

• You are affiliated with the University of Cologne and your computer has a working internet connection.
• You have scheduled an appointment with us, or ITCC staff have offered you remote access on the spot.
• You can be reached by phone or you call our ITCC Helpdesk (see the "How it works" section).

How it works:

1. Download the software (Windows, macOS, Linux)—with our telephone support if needed—and launch it. A window for the client software will appear on your screen, where you can find your TeamViewer ID and passcode.
2. Please provide us with your TeamViewer ID and passcode over the phone.
3. We will enter your details into the TeamViewer version and establish a connection to your PC.
4. Decide whether or not you want us to remotely control your PC using a keyboard and mouse.
5. You can end the connection at any time: To do so, click the tab in the taskbar and then click the close button in the pop-up menu.

Mac Support from the ITCC Help Desk

Mac Support assists students and staff at the University of Cologne with using ITCC services on Apple products. We do not perform hardware repairs, but we are happy to recommend trusted Apple service providers.

Note: Please include the version number of your installed system in all inquiries. You can find this by clicking the Apple icon in the upper-left corner of the screen and selecting "About This Mac" from the menu.

Anleitungen des Mac-Supports

Hier finden Sie Links zu unseren Anleitungen für Mac, iPhone und iPad:

• Einrichtung von eduroam auf dem Mac und dem iPhone
• Einrichtung von VPN auf dem Mac und dem iPhone
• Einrichtung des universitären E-Mail-Accounts in Apple Mail und auf dem iPhone
• Kalendersynchronisation zwischen Webmail und iOS

The Mac User Group at the University of Cologne

The Mac User Group is a community of Mac users at the university who — united by the Macintosh — have their own space here for exchange and creativity.

Communication takes place via email through a university mailing list. If you are interested, you can join the list.

To sign up for the Mac User Group mailing list

What is remote access?

You allow us to establish a connection to your computer via the internet (remote connection). This enables us to view your screen in your presence; if necessary, you can grant us access to your mouse and keyboard. You can follow every step of the process directly on your screen. In this way, we can assist you with any issues you may have and help you resolve them.

What are the requirements?

• You are a member of the University of Cologne and your computer has a working internet connection.
• You have arranged an appointment with us or have been offered remote access by ITCC staff on an ad hoc basis.
• You are available by telephone or will call our ITCC Helpdesk at the start of the appointment (see section ‘Starting remote access’).

How it works:

1. Download the software (see below) – with our telephone support if needed – and launch it. A window for the client software will appear on your screen, displaying your TeamViewer ID and a password.
2. Please provide us with your TeamViewer ID and the displayed password over the phone.
3. We will enter your details into the TeamViewer version and establish a connection to your PC.
4. Decide whether or not you want us to remotely control your PC using the keyboard and mouse.
5. You can end the connection at any time: to do so, click on the tab in the taskbar and then on the close icon in the pop-up menu.
6. Once support is complete, end the session and close the client.

Download Teamviewer (Windows & Linux)

Download Teamviewer (MacOS)