Information Technology A to Z Index IT Service Support Request

Student Support

Google Vault

1. Install Google Drive App on a computer
2. Log in to Google Drive with personal account
3. Tell app to  sync data to a folder on your computer; this might take a while
4. Disconnect personal account from Google Drive
5. Relaunch Google Drive and log in with EKU account
6. Tell app to sync data with same folder as in Step 3; this might take a while

So basic flow is  (down and up) is personal cloud storage ---> local computer drive ----> EKU cloud storage:

Students Leaving the University

Leaving EKU?  There are a number of tasks you will need to complete before leaving the University, such as uninstalling software, moving cloud-stored files and more. 

Effective Wednesday, October 1, 2018, individuals who leave the University will lose access to the following IT Services:

How to turn off focused inbox

ISSUE: Student missing emails in inbox

RESOLUTION: Turn 'Focused Inbox' off in myMail settings

 

Workplace Security

Workstations in the workplace are sometimes easy targets for criminal activity.  Whenever a laptop or mobile device is lost or stolen, the data on that device has also been stolen and if proprietary EKU data is lost or compromised, the resulting damage can be much greater than the cost of replacing the equipment.  Some tips:

Use a Secure Internet Connection

Use secure networks, such as your cellular carrier network, EKU_SECURE, or a wire connection.

On Campus

Use a wired connection when practical.  Wired connections to the internet from on-campus computers, including lab computers, use the university's secure network.  These are always recommended on-campus for Blackboard (e.g., taking tests and quizzes) and confidential university work (e.g., financial information).

Mobile Device Security Tips

Like most people, you've probably accumulated a lot of personal information on your mobile device.  The valuable data makes these devices a target for thieves and cybercriminals.  These tips are especially important if university data is on the mobile device:

Wireless Network: Chromebooks

How to connect your Chromebook or other ChromeOS device to EKU's Wi-Fi.

Check Mac Office Version

ISSUE: Check what version of Mac Office on computer

RESOLUTION:

Disable Automatic Updates in Mac Office

ISSUE: Want to disable automatic updates in Mac Office

RESOLUTION:

Check Mac OS Version

ISSUE: Find what version of Mac OS currently using

RESOLUTION:

  1. Click the Apple icon in the top left screen.  Click About This Mac:
    About This Mac
  2. Your version number is located at the top of the windows that opens:
    iOS Version

 

ISSUE: Your account information is not available

ISSUE: While trying to activate my EKU student email account, I receive the error 'Your account information is not available'

RESOLUTION:   This means you have been accepted by the university but your email account is still not created in our system.  Generally if you give IT 2-3 days (not including weekends/breaks) it will fix itself.

If, however, you still get the same error after waiting 2-3 days (not including weekends/breaks) then you should call the IT Service Desk: 859-622-3000

 

Two-Factor Authentication (2FA) Setup

  1. Open a browser on your computer and go to https://mymail.eku.edu then login
  2. You will see the screen below then click Set it up now
    You will see the screen below then click Set it up now

Change 2FA App Password

Issue: Certain non-browser apps don't support two-factor authentication. This lack of support means that if you're using two-factor authentication, the app won't work.  To get around this problem, you can create an auto-generated password to use with each non-browser app, separate from your normal password.

Note:

EKU myMail POP, IMAP, SMTP Settings

Many email clients will likely configure the necessary settings if you provide your myMail address and password.  In case they don’t:

POP setting  (the first method of downloading mail; clients usually give you the option of keeping or removing a copy of messages stored on myMail site )
Server name:  outlook.office365.com
Port:  995
Encryption method:  TLS

Manage Your Two-Factor Authentication (2FA) Settings

ISSUE: Authentication phone number or app changed and need to update or add security verifications

FIX:

Error: “multiple DWR Servlets”

Error:  Some students receive “multiple DWR Servlets” when trying to click submit a file in Blackboard.  This is sporadic/random.

multiple DWR Servlets error

Fix:  Try again in a little while.  Let the IT Service Desk know by calling 859-622-3000 to report the issue.

Last update: 8/7/2018 at 10:30 a.m.

Require two-factor verification (2FA) again on a device you've marked as trusted

ISSUE: You want to restore two-factor authentication on all your devices because your device is lost or you think your account is compromised

Phishing and Suspicious Email

Criminals use malicious email and websites to try to trick you into revealing your password or other sensitive information or to infect your computer with malware.  Phishing emails often use urgent language, asks for personal information, and has grammatical, typographical, or other obvious errors. 

Learn to Spot Phishes

Quick Tip: Check Links Before Clicking

Check the full URL to see if it goes where you expect.

Password Security Checklist

Change Your Password if it is at Risk

If your password is at risk, you may need to change it more often.  Ask yourself the questions below to see if you need to change your password now.  Balance your answers with the need to have a password that you can remember without having to write it down.  If you have a strong, secure password that is easy for you to remember and you can use it with care, you may not need to change it as often as someone whose password is more vulnerable. 

Copyright Compliance

EKU encourages all students, faculty, and staff to engage in safe and legally compliant sharing of copyrighted materials. Downloading or sharing copyrighted materials (such as music and videos) can be illegal if done without the permission of the copyright owner whether you profit from it or not.

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