Information Technology A to Z Index IT Service Support Request

IT Support

Check Mac OS Version

ISSUE: Find what version of Mac OS currently using


  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


Disable Automatic Updates in Mac Office

ISSUE: Want to disable automatic updates in Mac Office


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:
Port:  995
Encryption method:  TLS

Blackboard Collaborate

Launch Blackboard Collaborate

  1. Log into Blackboard
  2. Open Course
  3. Click Tools (on the left-hand menu)
    Blackboard Collaborate
  4. Click Blackboard Collaborate Ultra to schedule and join web conferencing sessions and view recorded archives.

Create a Session

  1. Follow the launch instructions above
  2. Click the Create Session button
    Collaborate Create Session

Two-Factor Authentication (2FA) Setup

  1. Open a browser on your computer and go to 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

Manage Your Two-Factor Authentication (2FA) Settings

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


G Suite for Education

File and Data Storage, Archiving, and Backup

Collaboration Apps


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NOTICE:  If you have never used the VPN before, you must contact the IT Service Desk and provide a phone number to be used for two-factor authentication which is a requirement for VPN access as of spring 2019.

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.


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.

Office 365 for Education

File and Data Storage

OneDrive  (Install on PC)

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.

G Suite Account and Login Information

Your Account Credentials

You will authenticate your G Suite account like you do your Office 365 account, with your full EKU email address and password:

Google signin

Signing In

Open and be sure you are logged out of any other Google accounts by clicking the icon in the top-right corner and choosing the Sign out button.  If you do not have that, you are not currently logged into a consumer Google or G Suite for Education account.

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.

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. 

Compromised Accounts

A compromised EKU account is one accessed by a person not authorized to use the account.  Criminals and hackers target EKU users to gain:

Viruses & Malware

Viruses and malware is software designed to gain access to your computer.  There are many forms including spyware that records your activity and sends to a hacker; viruses that damage and delete your files; and ransomware that locks your computer and files until you pay money (usually in the form of bitcoins) to recover the system—if you’re lucky.

Blackboard Collaborate Support

Support from Blackboard Help

Blackboard Collaborate Etiquette

Best Practices for a Good Session