FAQ
The following is a list of Frequently Asked Questions and answers for many of our systems. If you need more information than what you find here, try looking at the Training Resources page for more complete guides.
All of these online resources can be accessed by going to http://my.cui.edu. Simply click on a menu item to expand or collapse the information about it.
- I need technical assistance, how do I contact IT Services?
- You can contact IT Services via email: ITS@cui.edu
- You can create a Help Request on our website: http://www.cui.edu/it
- You can call us at (949)214-3175(extension 3175 from on campus)
- You can visit our offices in the Administration building, Suite 220
- How long should I expect it to take for IT Services to assist me with my issue?
- Response time varies depending on the severity and complexity of your issue, but our goal is to respond with 48 hours of receiving a request.
- What should I tell IT Services when I am requesting assistance in order to expedite my request?
- The more information you give us, the quicker we can assist you. Make sure to tell us:
- Your name, email, phone number and any other pertinent contact information.
- The specific nature of the problem with as much detail as possible.
- The best method and time to contact you.
- NEVER give us your password, we will NEVER ask you for it. NEVER give it to someone claiming to work for IT.
- What types of requests can IT Services assist me with?
- IT Services assists with all of the following things:
- Password problems for Blackboard, MyRecords, Eagles email, Staff/Faculty email, Library databases, and computers and labs on campus
- Computer hardware and software issues for staff/faculty computers and computer labs
- Network connectivity issues for students
- Concordia owned phone system and voicemail issues
- Issues with the online resources that Concordia offers
- For student computers, IT Services will assist in making sure students can connect to the wireless network, we do not offer support beyond that.
- IT Services can offer diagnosis and recommendations for personal computer issues for students, staff and faculty, but for liability reasons we cannot offer support on them.
- What are the hours of operation for IT Services?
- Monday - Friday from 7:00 a.m. - 8:00 p.m.
- Saturday from 10:00 a.m. - 3:00 p.m.
- Sunday from 1:00 p.m. - 7:00 p.m.
- How do I find out my username and password?
- If you are a student, your username and password for all online resources should have been mailed to you.
- If you are an employee, your username and password for all online and computing resources should have been given to you by your supervisor.
- Contact IT Services if you need to know any of this information.
- What do I do if I do not know my password, or it is not working?
- If you need assistance with any of your account information you can contact IT Services.
- We also have a 24 x 7 Self-Service password assistance website at https://myaccount.cui.edu
- How many different passwords are there?
- As a student, your ID number is what you use to access all online resources. The only online resource with a different password is MyRecords.
(All other systems including lab computers, Blackboard, Eagles Gmail and Library databases use the same name and password which can be managed on the Self-Service Password website.)
- As an employee, your ID number is what you use to access all online and computing resources. The only online resources with different password is MyRecords.
(All other systems including employee and lab computers, Blackboard, Webmail and Library databases use the same name and password which can be managed on the Self-Service website.)
- Why was I told that I need to change my password before it will work?
- For security purposes none of the support staff at Concordia should _ever_ know your password, nor should anyone else but you. For that reason we create a temporary password when you need it to be reset, and you must change it before use.
(NEVER give us or anyone else your password, we will NEVER ask you for it. NEVER give it to someone claiming to work for IT Services or the University. If you are asked for your password in an email or over the phone, it is NOT an employee of Concordia asking.)
- Why do you ask me questions about my address, phone or email address before you will give me a new password?
- For security purposes we need to do basic verification of your identity before resetting your password. Your birth date and social security number will no longer be used, as that information is not only supposed to remain private, but does not meet FERPA standards.
- For FERPA compliance we will only generate temporary passwords from now on, and you will need to enroll your account in the Self-Service site and establish security questions and answers for identity verification in the future.
- Are there any passwords IT Services cannot help me with?
- IT Services does NOT maintain or control access to:
- The online application system for new and prospective students. Please contact your admissions counselor for assistance with your application, or call the admissions line: 800-229-1200.
- The CUI website Content Management Systems. Please contact the Web Team for assistance with logging into or editing the CUI website: webteam@cui.edu
- The Hobsons Connect CRM website (for Staff). Please contact the CRM Team for assistance with logging into the Hobsons Connect CRM: crmteam@cui.edu
- I tried to use the self-service site to reset my password, but it didn't work, what do I need to do?
- Make sure that the password you are using is at least 8 characters and that it is a password you have not used before.
- Try using the "Unlock my account" option when you reset your password.
- Read the error message at the end of the password reset process to see if it explains the issue.
- If all of the above fail, contact IT Services for assistance.
What are my User ID and PIN for MyRecords?
- Your user ID for MyRecords is your "E" number, with an uppercase "E" and the leading "0s". Your default pin is your birth date in six digit format, but must be reset on login.
- What is MyRecords?
- MyRecords is the place to go for all of your records and information.
- For students, it is where you look up and register for classes, find grades, check your account and financial aid information, and update your personal contact information.
- For faculty and staff, it is where you enter your time sheets, enter grades, view data for your students and advisees, and update your personal information.
- Can I change my personal information and email address in MyRecords?
- Yes, simply log into MyRecords, and click on the "Personal Information" tab, and then use the "Update" links to update your personal information.
- Please note that as a student you will not be able to change your preferred email address to anything other than your eagles account. That is where the school sends information for you.
- I am having trouble logging into MyRecords, what do I do?
- First try using the "Reset Pin" link on the MyRecords login page which will ask you to answer your security question in order to reset your PIN to the default of your birth date in six-digit format.
- Once reset, you will be asked to change your PIN the first time you log in.
- If this is still unsuccessful you can contact IT Services for further assistance.
- Some of the information about me in MyRecords is not correct, how can I fix it?
- If you are unable to correct the information using the Personal Information tab, contact the Registrar for assistance in changing information.
- I am trying to look at information in MyRecords, and it is missing, how do I find it?
- If the missing information is for courses, grades or registration related materials, contact the Registrar.
- If the information is for Financial Aid data, contact Financial Aid.
- How do I change my PIN for MyRecords?
- Once you have logged into MyRecords, click on the "Personal Information" tab and click the "Change PIN" link.
- What is my username and password for Blackboard?
- Your Username for Blackboard is your "E" number, including the leading "0s". The password should have been sent to you when you applied, but you can contact IT Services to have it reset.
- What is Blackboard?
- Blackboard is our online Learning Management System. It contains the documentation for your courses, as well as interactive content, quizzes, tests, and other study materials that your professor makes available.
- I am having trouble logging into Blackboard, what do I do?
- Make sure you are not using your MyRecords PIN, rather use the same password you use for your Eagles email and Library Databases.
- If you cannot log in, try using the "Forgot Password" link on the login page to reset your own password: https://myaccount.cui.edu
- If you have not enrolled on the "My Account" Self-Service reset site, contact IT Services to have your password reset so you can enroll your account for Self-Service resets in the future.
- I know my username and password works for other systems, but I cannot log into Blackboard, why?
- User accounts are only enabled for Blackboard when you are a registered student. If you have not registered for classes, you will not be able to log in.
- If you are a new incoming student, please be aware that students that register are not populated and enabled in Blackboard until approximately one week before classes begin.
- I log into Blackboard but I do not see some of the classes I am registered for, why?
- It is the instructor's responsibility to make courses available for students to view whenever they are ready to do so. If you do not see a course, contact your instructor first.
- I log into Blackboard and I still see courses from last semester, how do I remove them?
- Old courses are cleared in bulk. Often if an old course is still showing it is because there is still work that someone needs to complete the course. There are two options:
- Contact the instructor for the old course and ask them to make it unavailable.
- Ignore the old courses, and wait until they are bulk disabled during the following semester.
- I log into Blackboard and information I need to see for my class is missing, how do I find it?
- First talk to your instructor to make sure that they have not set a time limit on availability, and see if other students in your class can access the missing items.
- Also note that the navigation bar normally on the left hand side of the screen can be hidden. Look for the small ">" arrow symbol on the left hand side of the screen when you are in a course and click it to un-hide the course menu.
- If the instructor has made the files available and other students can see them, but you cannot, contact IT Services for assistance.
- I am having problems with the chat and virtual classroom tools in Blackboard, what do I do?
- Most commonly this issue occurs due to an outdated, missing or incompatible version of the Java Runtime Client. Download and install the most updated one here: http://www.java.com.
(IMPORTANT NOTE: if you are using a "64-bit" version of Microsoft Windows you MUST install BOTH the standard Java Client AND the 64-bit version).
- Be sure you are using a compatible web browser. We HIGHLY recommend Google Chrome or Mozilla Firefox, as they seem to be the most stable and reliable.
- If you are still having issues, please contact IT Services for assistance.
- I am a professor trying to email students in my classes, but it does not seem to be working, how do I fix it?
- If you are attempting to email using the link in MyRecords, be aware that it uses the default email client on your computer. Often that is not setup correctly, so you need to make sure you configure that first.
- We recommend using Blackboard for bulk email, as it sends emails internally without using the configuration on your computer.
- If you experience issues emailing from Blackboard, contact IT Services for assistance.
- I am a professor and when I log into Blackboard I do not see all of the classes I am teaching, how do I fix this?
- If you are an instructor and you do not see a course you are supposed to be teaching in Blackboard, open a Help Request with IT Services.
- Can I change the email address that is listed for me in Blackboard?
- If you are a student, your email address in Blackboard should be your Eagles email. This cannot be changed, but you can set your Eagles email to forward to another address.
- If you are an instructor, contact IT Services to change your email address in Blackboard.
- Some items are not appearing correctly on the screen in Blackboard, how do I fix it?
- This is a common compatibility issue with some browsers, and seems to vary per user. Try using another browser. Our preferred "lowest hassle" browser is currently Google Chrome.
- If installing and using Google Chrome does not solve the issues, contact IT Services for further assistance.
- What is my username and password for my Eagles Gmail?
- Your Username for Eagles Gmail is your "E" number, including the leading "0s". The password is the same one that you use for Blackboard and the library databases.
- What is my email address?
- Your email address should be your firstname.lastname@eagles.cui.edu. It should have been sent to you when you applied or enrolled.
- What is in my Eagles Gmail, and why is it important?
- Your Eagles Gmail address is the primary address that all school departments will use to send you information about classes, your account, and anything else related to school.
If you do not check it, you WILL miss very important information.
- Can I forward my Eagles Gmail to another address instead?
- Yes. Click here for instructions on forwarding your Eagles Gmail to a personal address.
- I am having trouble logging into my Eagles Gmail, what do I do?
- Try using the Self-Service password reset tool to change or reset your password.
- If the password reset site does not work or fails to resolve the problem, contact IT Services for further assistance.
- Can I get my Eagles Gmail on my smart phone?
- Yes. Click here for instructions on setting up your Eagles Gmail on your portable device.
- Can I access my Eagles Gmail using Outlook/Outlook Express/Entourage/Thunderbird or another email client?
- Yes. Click here for instructions on setting up your email client to connect to Gmail.
- How much storage space do I get for my Eagles Gmail account?
- Gmail allows 25GB for all Goople Apps for edu users.
- How long do I get to keep my Eagles Gmail address after I graduate or am no longer attending?
- All students get to keep their Eagles Gmail account indefinitely. We do not remove or delete them after you graduate.
- It is your responsibility to manage the forwarding of your Gmail if you choose not to use it after graduating.
- What is my username and password for my employee email?
- Your username is your "E" number including the leading "0s". The password is the same one that you use to log into computers on campus.
- What is my email address?
- Your email address should be your firstname.lastname@cui.edu. It should be given to you when you are hired by your supervisor.
- I am an adjunct professor, do I get an email address?
- All employees, including student workers, staff, faculty, and adjunct faculty receive a user account, password and email address. Contact your supervisor to get this information.
- What is in my employee email?
- Employee email accounts are used as the primary address for communication from departments on campus about anything work related.
- It will also allow you to get contact information for other employees, as well as to see scheduling information for other employees.
- Can I forward my employee email to another address instead?
- In order to maintain compliance with FERPA regulations and to make sure that students can be reliably guaranteed that confidential information that they send to employee addresses is maintained within the systems that we secure, our policy per human resources, the Registrar and the Provost, is that employee email may not be forwarded to addresses outside of Concordia.
- I am having trouble logging into my employee email, what do I do?
- If you are using Webmail, read and follow the directions carefully and verify that you are putting "CUI\" in front of your user ID.
- If you need your password reset, try using the Self-Service password reset website here: https://myaccount.cui.edu
- Can I get my employee email on my smart phone?
- Yes, with a few exceptions. We support smart phones that run Windows mobile, Windows 7 Phone, Android 2 or higher, WebOS from Palm and iPhone OS.
- Due to the proprietary and closed compatibility nature of the Blackberry operating system, we do NOT support BlackBerry devices.
- If you need assistance getting set up for this service, contact IT Services to schedule an appointment so that we can configure it for you.
- How do I access my employee email from off-campus, or with a computer that is not University owned?
- In order to access employee email from off campus or via the web on a non-university owned computer, simply go to http://webmail.cui.edu and follow the directions found there. Internet Explorer is recommended for this.
- How much storage space do I get for my email?
- Adjunct Faculty and student workers get 100 MB of email storage.
- Full time Faculty and Staff get 250 MB of storage.
- Can I save emails locally on my computer?
- If you are using Outlook you can move messages to an archive folder stored on your local computer or on a network share in order to save space in your email. Messages stored in archives are not counted against your storage.
- I am a student, can you help me with my personal computer?
- For reasons of liability we are not able to offer support beyond network connectivity for students' computers. We can assist in diagnosing issues and recommending solutions, but cannot perform maintenance.
- If you have questions regarding support, contact IT Services.
- I am an employee, can you help me with my personal computer?
- For reasons of liability we are not able to offer support beyond network connectivity for employees' personal computers. We can assist in diagnosing issues and recommending solutions, but cannot perform maintenance.
- If you have questions regarding support, contact IT Services.
- I am an employee and the computer in my office is having a problem, how do I get help?
- You can contact IT Services via email: ITS@cui.edu
- You can create a Help Request on our website: http://www.cui.edu/it
- You can call us at (949) 214-3175 (extension 3175 from on campus).
- You can visit our offices in the Administration building, Suite 220.
- I am a student using a computer lab computer, and I am having issues, how do I get help?
- You can contact IT Services via email: ITS@cui.edu
- You can create a Help Request on our website: http://www.cui.edu/it
- You can call us at (949) 214-3175 (extension 3175 from on campus).
- You can visit our offices in the Administration building, Suite 220.
- What other types of equipment does IT Services support?
- IT Services is also responsible for maintaining and supporting the technology in the classrooms, and for the network connectivity to the printers on campus, as well as all of the wireless Internet Services.
- How do I log into the computers in the computer labs?
- All Students, Staff and Faculty use their ID Number (E00XXXXXX) and password for the other network resources to log into the computer labs.
- Who is allowed to use the computer labs?
- The computer labs are only for learning, research and instructional purposes. If you are not using them for this purpose, and others are waiting for them, please be courteous and allow others to work.
- What can I do on the computers in the computer labs?
- In the Library: The computers are for research and research related printing ONLY. They are NOT for writing or printing papers. Please use the Admin 100 lab for writing or printing papers.
- In the Grimm Hall Mac Lab: The Grimm Hall Mac Lab is NOT for open use. It is reserved for graphic arts, music and theater courses, and for students in those courses to use outside of class. Please use the Admin 100 lab for writing or printing papers.
- In the Grimm Hall PC Lab: The Grimm Hall PC lab is NOT for open use. It is reserved for any courses that need computers, and must be reserved by the Registrar or University Services. Please use the Admin 100 lab for writing or printing papers.
- In the Admin 100 Lab: The Admin 100 lab is for general research, writing, study, and printing. Personal browsing activity should be limited to one half-hour especially if others are waiting to use computers.
(Personal browsing, emailing and other social interaction activities are permitted, but be courteous and give precedence to users with school related work to do.)
- What are the hours of availability for the computer labs?
- The library hours are:
- Monday – Friday: 8:00 a.m. – 4:30 p.m.
- Friday: 8:00 a.m. – 4:30 p.m.
- Saturday & Sunday: Closed
- The Grimm Hall labs are generally open for students in courses there from 7:30 a.m. until midnight, but availability varies depending on scheduled courses.
- The Admin 100 lab is generally available from 6:00 a.m. until midnight.
- How do I print in the computer labs?
- The printers in the computer labs should be available to any person that logs in, but you will need to use your ID card and the cash-to-card machines to pay for printing in labs.
- I am having problems with a computer in the computer lab, how do I get help?
- You can contact IT Services via email: ITS@cui.edu
- You can create a Help Request on our website: http://www.cui.edu/it
- You can call us at (949) 214-3175 (extension 3175 from on campus).
- You can visit our offices in the Administration, building Suite 220.
- I am a student, where can I print on campus?
- Pay-to-print systems are available for students in the Grimm Hall PC Lab, the Admin 100 PC Lab, the Library, and the Mail & Copy center.
- I am an employee, how do I connect to a printer?
- I tried installing a printer from the website and it doesn't work, why?
- The website will only allow users with University owned systems to install printers. You will not be able to install a printer if your system is not University owned and on our network.
- I am an employee and I need to send a fax, how do I do that?
- Install the Print-to-Fax driver using the instructions on the Learning Resources section of our website. To fax, once the driver is installed, simply open the document to be faxed, and print it to the Campus Fax printer.
- I am a student and I need to send fax, how do I do that?
- Students can Fax by going to the Mail & Copy center and asking for fax assistance.
- I need to scan a document into digital format, how can I do that?
- Staff and faculty should use a photocopier in their area to scan to their email address. Students can ask the Mail & Copy center for scan-to-email assistance.
- I am an employee and the printer in my area no longer receives or sends faxes, why?
- Due to changes in the phone system, the ability to send and receive faxes using traditional analog lines is very costly. Employees should now do the following for fax:
- Install the "Print-to-fax" driver as mentioned above to send faxes.
- Every employee with a phone number can give people their phone number, and when a fax is sent, it will be sent to them as an email attachment.
- I am an employee and someone is trying to send me a fax, what do I do?
- If you know an incoming call is a fax because someone has told you they are trying to fax, send the call to voicemail, and the voicemail server will automatically transfer to the fax server and email the fax to you.
- If you receive a call and hear the beeping from a fax machine, stay on the line for a few seconds and you will hear the voicemail server automatically send the call to the fax server. As soon as you hear a dial tone, you can hang up.
- I am a student trying to print in one of the computer labs, how do I pay?
- You must use your ID card to pay for printing in the labs. The pay-to-print machines for loading cash on your card are located in several places around campus.
- I need to load cash on my card for printing, or I am having problems doing so.
- In order to get assistance with Cash-to-card machines, contact University Services in suite 120 in the Administration building.
- I am an employee and I need to print a large job, I need color printing, or special binding, what do I do?
- For large jobs, custom jobs and color jobs, please contact the staff in the Mail & Copy center via phone at (949) 214-3159, or email copy@cui.edu
- I am a student living on campus and I want to put a phone in my room, what do you recommend?
- You can use any standard phone in your room. If you choose to use a cordless phone, please do NOT get one that is a 2.4 GHz model, as they will interfere with the wireless Internet signal in the dorms. 5.6 GHz is recommended.
- I am a student and I need to make long distance phone calls from my dorm room, how do I do that?
- We do not offer long distance services for the dorms. If you would like to make long distance calls you will need to get a calling card. Local calls are free.
- I am an employee and I need instructions for my new Shoretel phone, where can I find them?
- Please look at the Learning Resources page on the IT Services website.
- I am an employee and I do not have a phone in my office, how do I get one?
- Contact IT Services and let us know your name and office location, and let us know when and where to get in contact with you.
- I am teaching on campus and I want to use the phone in my classroom to call out, what do I need to do?
- You can log in as yourself on any phone on campus. Simply pick up the handset and press the voicemail system. Press # when the system answers and enter your own extension and password, then once in, press 7, 3, 1 and hang up.
(You will be logged into the phone as yourself, do the same procedure at the end of class but press 7, 3, 2 to logout and be auto-logged into the phone in your office.)
- If you do not have your own phone number and voicemail box, you can use the extension that the phone is logged in with. This might limit the ability to make outgoing calls, so contact IT Services prior to your class to test the systems.
- I am an employee, how can I check my voicemail from on campus?
- From any phone on campus, simply pick up the handset and press the voicemail button.
- If it is your office phone, then simply enter your voicemail password and press #.
- If it is a phone other than your own, when the system answers, press #, then type your extension, then your voicemail password and #.
- I am an employee, how can I check my voicemail from off campus?
- You can either call your phone number directly, or call the main campus line and press #, then enter your phone extension, then your voicemail password, then #.
- I am an employee and I do not know my new extension, where do I find it?
- On any phone on campus press the "Directory" button and type in the letters in your first or last name, or check in the global address list in Outlook, or look at the LCD on your phone in your office.
- I am an employee and I want people outside to call me, can they still use my old extension?
- For the first 18-24 months from the install of the phone system, old extensions will be forwarded to your new number, but make sure to change your Outlook email signatures and use the updated numbers for new printed materials.
- I am an employee and I want people outside to call me, what number should they call?
- Outside callers can now directly dial each person on campus using their extension. Each person with a dedicated extension can be reached by dialing (949) 214-XXXX, where XXXX is your new extension.