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Self-Help for Common Technology Issues

 

Use the information here to resolve common issues related to technology at IUP.

Can’t log into the network (wired or wireless), Desire2Learn, Moodle, or ihelp; can’t connect to the virtual private network (VPN); or can’t connect to a network drive (like H or P).

Can’t download software from the IT Support Center site.

Student can’t see a course in Desire2Learn or Moodle.

Can’t log into imail or set up e-mail account through an e-mail client like Outlook.

Computer is infected with viruses or malware.

Issue:

Can’t log into the network (wired or wireless), Desire2Learn, Moodle, or ihelp; can’t connect to the virtual private network (VPN); or can’t connect to a network drive (like H or P).

Cause:

This typically happens because your network password has expired. Your network password expires every 180 days. Your account may also enter a locked state if one of your connections (like a mobile device) is trying to connect using the expired password.

Solutions:

Issue:

Can’t download software from the IT Support Center site.

Cause:

Downloading software requires that you authenticate with your IUP username and network password. 

Solutions:

  • Verify that your network password has not expired. You can do this by logging in to ihelp.iup.edu using your IUP username and network password. Note that your account will lock after three unsuccessful attempts. See How to Reset Your Own Network Password.
  • Verify that you are using the correct username and password. You may have to choose the option to "Use another account" and then enter the username in this format: iupmsd\username (note the direction of the slash).
  • Are you currently enrolled? If you are not enrolled in any courses for the current semester, you will not be able to download any of the software specifically for students.


Issue:

Student can’t see a course in Desire2Learn or Moodle.

Cause:

The student is either not enrolled in the course, the student enrolled in the course within the past 24 hours, or the instructor has not made the course available to students. Students should also verify that they are using the correct learning management system (D2L or Moodle) for the course.

Solutions:

  • The student should log into MyIUP to review his/her course schedule to verify the course information.
  • If the student has enrolled in the course within the past 24 hours, the course will not show up until the nightly reload of student data is completed. Check the next day to see if the course is there.
  • Verify with the instructor that he or she has made the course available in Desire2Learn or opened the course in Moodle.

Issue:

Can’t log into imail or set up e-mail account on a mobile device or through an e-mail client like Outlook.

Cause:

This is usually a password or configuration issue.

Solutions:

  • Do you have an old password saved in your web browser? If so, clear all passwords. Use your browser’s help feature to find the steps.
  • If you’ve forgotten your e-mail password, see How to Reset your own E-mail Password.
  • If you’re trying to set up your e-mail account on a mobile device like a smartphone or tablet, see Personal Mobile Devices.
  • If you’re trying to set up your e-mail account in an e-mail client like Thunderbird or Outlook, see E-mail Server Configuration Info for details about ingoing and outgoing mail servers, port information and other important settings.

Issue:

Computer is infected with viruses or malware.

Cause:

Not running anti-virus software or keeping it updated, clicking on links in e-mail messages from unknown sources, randomly clicking on links on untrusted web sites, clicking on links on pop-up windows on web sites, downloading files (music, movies, software) from untrusted sites.

Solutions:

  • Install antivirus software and keep it current. Students and employees can download Sophos Endpoint and Security Control for use on personal computers (both Windows and Mac).
  • Avoid visiting untrusted web site.
  • Do not click on links in unsolicited e-mail messages, especially if you do not know the sender.
  • Avoid downloading files from untrusted sources.
  • If a student’s computer is infected, the IT Support Center can assist in removing the infection with various utilities. See Student Hardware Support for additional information.

Last modified on 2/18/2014 3:56:51 PM
URL: http://www.iup.edu/itsupportcenter/selfhelp/default.aspx

  • Office Hours
  • Monday through Friday
  • 8:00 a.m.–4:30 p.m.
  • ihelp.iup.edu