Information Technology A to Z Index IT Service Support Request

IT Support

Your password has changed

Issue: You receive an email with the subject: "Your password has changed" from it.customerservice@eku.edu

Cause: Your password was reset in EKU Direct.

Resolution:

The email will look like this, with your name:
password

If you did not reset your password in EKU Direct:

Malwarebytes Anti-Malware Workaround

Issue: On January 27, 2018 the Malwarewarebytes company released a bad update for their software we have loaded on EKU employee machines--Malwarebytes Anti-Malware.  This bad update caused massive resource usage of PCs and a loss of internet connectivity.  Every connection that gets blocked (not everyone was affected but many were), it will look like this:

MBAM workaround

How to back up your email

Issue: You want to back up your email locally (in addition to keeping them on the email server)

Environment: Outlook 2016, Outlook 2013

Resolution:

New Student Authentication Requirements (myMail, Office 365)

As of Friday, March 17, 2017 all EKU students will have a new authentication method that will affect things such as myMail and Office 365 login.  This new authentication page looks like the image below and requires, as the username, your entire EKU email address--not just the portion before the @ sign.  For example, you username used to be jane_doe101 and changed to jane_doe101@mymail.eku.edu.

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:

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).

Less Phishing & Spam with Office 365 Advanced Threat Protection (ATP)

EKU IT is pleased to announce that we will be enabling Office 365 Advanced Threat Protection (ATP) on our Microsoft systems soon.  In addition to other protections already in place, ATP helps protect the EKU community from malicious attacks by providing better spam and malware protection for email, SharePoint Online, OneDrive, and Microsoft Teams.

Microsoft Account Recovery Tool

Beginning Wednesday, May 29, 2019 employees and students will have the ability to setup self-password resets on their @mymail.eku.edu accounts (e.g., Blackboard, myMail).  Once this is enabled after you enter your login information (username/password) you will be prompted with a 'More information required' box on both a PC

Wireless Network: Chromebooks

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

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

 

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:

Identity Theft

Identity theft is a crime where the criminal uses personally identifying information such as a credit card number or Social Security number to assume someone else’s identity to commit fraud or other crimes.  Often the victim is left with bills for items not purchased, poor credit records, and sometimes arrests for crimes committed by someone else.  It can take months of work and thousands of dollars to repair the damage caused

Office Mac Update - High Sierra Update 16.12 for Outlook 2016

ISSUE: A recent software update for Microsoft Office on Mac computers can prevent Outlook from working properly.  If your Mac is running macOS High Sierra and you install update 16.12 for Outlook 2016, then Outlook will repeatedly (every 30 seconds or so) prompt for your email password.

RESOLUTION:

Technology Travel Tips

When traveling, electronics security is very important. Some tips:

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:

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

 

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

Check Mac Office Version

ISSUE: Check what version of Mac Office on computer

RESOLUTION:

Pages