Information Technology Services

(none)

FAQs for Lab Staff

NOTE:
BLACKBOARD ACCOUNTS ARE CREATED AT:
6:00 a.m., 9:00 a.m., 12:00 p.m., 3:00 p.m., 6:00 p.m.,
9:00 p.m., 12:00 a.m., 3:00 a.m.
IF A STUDENT HAS JUST ACTIVATED THEIR COMPUTER ACCOUNTS THEY WILL NEED
TO WAIT FOR THE NEXT ADD TIME IN ORDER TO ACCESS THEIR BLACKBOARD ACCOUNT!

 
 

Contact Information:
The University of North Carolina at Greensboro
UNCG Information Technology Services
Greensboro, NC 27402-6170
(336) 256-TECH (8324)
E-mail Us... 6-tech@uncg.edu
Knowledge Base: 6TECH Online

Page Last Updated: May 20, 2014

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PIN Problems

User Questions:

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e-Spartan Web Mail

User Questions:

All e-Spartan web mail questions can be answered at the e-Spartan Email Information web page. The web address is:
http://newemail.uncg.edu .

  • Check out FAQs for Students if it is a student calling

  • Check out FAQs for Faculty/Staff is it a Faculty or Staff member calling

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E-mail Problems

User Questions:

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Netware Problems

User Questions:

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UNCgenie Problems

User Questions:

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Blackboard Problems

  • Many Blackboard questions can be answered by going to http://blackboard.uncg.edu .

  • Click the Login Information link at the top of page

User Questions:

NOTE:
BLACKBOARD ACCOUNTS ARE CREATED AT 5 AM, 12 NOON AND 4 PM.
IF A STUDENT HAS JUST ACTIVATED THEIR COMPUTER ACCOUNTS THEY WILL NEED
TO WAIT FOR THE NEXT ADD TIME IN ORDER TO ACCESS THEIR BLACKBOARD ACCOUNT!

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Wireless Questions

Wireless is currently a test project! The extent to which IT-Services is supporting wireless connections is only to point users to the documentation. However, the Help Desk Supervisors can look up access points in buildings to see if the wireless connection is up. IT-Services at this time will not make any house calls to clients' machines. Also, the extent of the support time is from 8 AM- 5 PM.

User Questions:

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PIN Problems

Question: "How can I retrieve my PIN?" (UPDATE!!!)
   
Help Desk Analyst:

Continuing Student: "If you have not disabled your account please go to UNCgenie. Enter your 9-digit Student ID# assigned by the University, Click the "Forgot PIN?" button. You will be asked to answer the security question you setup. You should answer the question and then you will be prompted to enter a new 6-digit PIN."

New Student: "All new students should have received an acceptance letter from the University which supplied them with their University ID# as well as their PIN information."

****NOTE: The "Forgot PIN?" option will not work for students who have never logged into UNCgenie directly (Please watch out for Campus Pipeline users). If a student does have any of this information a password administrator will have to help them to reset or obtain their PIN.

 

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Question:

What should I do if a user says, "I've received a message that my Web access has been disabled?"

   
Help Desk Analyst: Explain to user that their Web access only becomes disabled if the PIN is entered incorrectly 4 times by them or someone else. Then tell the user you will transfer them to a password administrator to have their PIN either reset or re-enabled.

 

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Question:

User asks, "What should I enter as my UNCG PIN?"

   
Help Desk Analyst: "Your UNCG PIN is normally, but not necessarily, your birth date in the order of yyddmm."
****Note: DO NOT tell them it is their birth date backwards!

 

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Question:

How long has the yyddmm format for Pins been in effect?
   
Help Desk Analyst: "yyddmm format for Pins has been in effect since Spring 1998. This started when registration went on-line."

 

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Question:

I was a student before 1998, is my PIN still the yyddmm format?
   
Help Desk Analyst: "No. The registration system will be looking for a different PIN. You should first check your e-mail to see if the Registrar's office as sent you an e-mail about Registering. There you should find your PIN. If you have not received an e-mail one of our password Administrators should be able to help you."

 

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E-mail Problems

Question:

""How Can I Check My UNCG E-mail On Campus?""
   
Help Desk Analyst:

"As of early August 2004 ALL UNCG students should check their UNCG e-mail via e-Spartan web based mail. The URL is http://e-spartan.uncg.edu"

"Nearly all administrative staff have been migrated to the new e-Spartan e-mail and should have received a visit from IT-Services' migration team before being migrated to the new e-mail system.

"Some Faculty have been migrated to the new e-mail system and some have not been migrated. If you have not received a personal visit from the e-Spartan migration team your e-mail has probably not been migrated. We can look you up in the e-Spartan directory to see if your mail has been migrated."

If your mail has not been migrated Faculty and Staff should continue checking their e-mail as they always have, Groupwise, Execmail, Pipeline, etc. Your department will receive a visit from the e-Spartan migration team before being moved over to the new e-mail system. If the migration team has already visited your department and you were not available, we will need to put in a ticket so that someone can come out to migrate you to the new e-mail system.

 

 

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Question:

 "How Can I Check My UNCG E-mail Off Campus?"
   
Help Desk Analyst:

If you are checking your e-mail via e-Spartan, the web address is
http://e-spartan.uncg.edu.

If you have not been migrated to the new e-mail system you should check your e-mail by doing one of the 2 ways:
(1) You can use Campus Pipeline by going to http://pipeline.uncg.edu .
(2) You can Telnet to a UNCG e-mail server by going to Start > Run > Typing telnet unix.uncg.edu . Then enter your UNIX information.

 

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Question:

"What Is My UNCG E-mail Address?"
( *** RED FLAG... If a person calls the help desk with a question like this, it's good indication they have not activated their computer accounts *** )
   
Help Desk Analyst:

"You should have received your UNCG E-mail address when you activated your UNCG Computer Accounts. Have you done that?"

YES:
When you activated your accounts you should have received a printout which listed your username and your e-mail address on it. Please refer to that printout. If you do not have it you can go through the account activation process again, http://accounts.uncg.edu and after filling out the information you will be given your username. Your e-mail addresss is your username@uncg.edu .

NO:
You will need to request your Student Computing Accounts. To do this please go to http://accounts.uncg.edu and click the "Activate Your Default Accounts" link. Once you activate your computer accounts you will receive a printout which contains all of your account information. Please keep this form!

 

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Question:

"What Is My UNCG E-mail Password?"
   
Help Desk Analyst:

e-Spartan Web Client: "If you are using the e-Spartan web client your password will be the same as your Novell password."

e-Spartan Desktop Client: "If you are using the e-Spartan desktop client (Faculty/Staff ONLY), your password will be whatever you setup when the migration team visited your office. If you cannot remember this password we will need to open a ticket to have your password reset and someone will contact you about your new password. It is important that you remember your e-Spartan desktop client password because retrieving it is not as convenient as for the web client"

Unix E-mail (Only for those who have not been migrated):
"Your e-mail password starts out being your University ID# + DOB, for a total of 15 numbers. So you should enter your 9-digit ID# followed by your 6-digit birth date in the order of mmddyy. If this does not work please go to http://reset.uncg.edu to change your Unix password.

 

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Question: "How Can I Change My E-mail Password?"
Help Desk Analyst:

e-Spartan Web Client:
" Go to http://reset.uncg.edu and changed your Novell password"

e-Spartan Desktop Client:
"If you can log into the desktop client you can change the password by going to: * File > Security > User Security
* You will be prompted to enter your current password
* Then you should click the "Change Password" button
* Then you'll be prompted to enter your current password again
* Next, enter a new password (DO NOT choose the Generate Password button)
* Lastly, choose OK

"If you cannot remember your desktop password at all I will need to open a ticket to have your password reset and someone will contact you about your new password. It is important that you remember your e-Spartan desktop client password because retrieving it is not as convenient as for the web client"

Unix E-mail (Only for those who have not been migrated):
" Go to http://reset.uncg.edu and changed your Unix password"

 

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Question: "I would like to forward my UNCG E-mail To Another Account."
Help Desk Analyst:

Students:
"Email forwarding is no longer allowed for UNCG students. The University must be able to reliably send important notices and official correspondence to students without concern that the e-mail gets lost or rejected due to problems and filters on e-mail systems outside of UNCG's control."

Faculty/Staff
"We can create a ticket for your e-mail forwarding request. Someone will be in contact with you in regards to your request."

 

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Campus Pipeline Problems

Question:

"How do I log into Campus Pipeline?"
   
Help Desk Analyst: "You should log into Pipeline using your username and your 6-digit PIN. Your username is the first part of your UNCG e-mail address. So if your UNCG e-mail address is jadoe@uncg.edu your username would be jadoe. Your 6-digit PIN is the same PIN you use to register for classes."

 

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Question:

"I can log into UNCGenie but not Campus Pipeline, why?"
   
Help Desk Analyst: "If you are able to log into UNCGenie theoretically you should be able to log into Pipeline. Do you get an error message when you try to log into Pipeline?"
Yes: If it's a disabled message have the user wait 15 minutes and then try to login again or transfer user to a password administrator if the account is still disabled after the user waits for 15minutes.
No: Make sure the user is logging into Pipeline using their username and PIN and not their University ID# and PIN.

 

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Question:

"Why is Pipeline asking me to enter a password when I click the E-mail Icon?"
   
Help Desk Analyst:

"Periodically Pipeline may ask you to enter an e-mail password. If it ever asks this just enter your E-mail/Unix password. This password should be your University ID# + DOB. If that does not work you'll have to have your UNIX password reset if you do not remember to what you were using. (Have user use the Self-Service Password Resetting utility)"

***NOTE: THE PASSWORD THAT COMES UP WHEN A USER HITS THE E-MAIL ICON IS NOT THE PIPELINE PIN. THEY SHOULD ENTER THEIR E-MAIL PASSWORD.

 

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Question:

"I'm receiving an error when I click the E-mail Icon, "E-mail Stock folder not defined."
   
Help Desk Analyst: "This is a result of a Campus Pipeline upgrade which took place in March 2002. If you will hold for a moment, I can have a password Administrator fix this problem for you."

 

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Question:

"What does the Error List message mean?"
   
Help Desk Analyst: "This E-mail error in Pipeline means, you have an e-mail that has a huge attachment and the Pipeline server cannot handle the size of the e-mail. You'll have to log into your E-mail account through Pine or Netscape, read the message, save it if you wish, and then delete it. Once the message has been deleted you will be able to retrieve your e-mail through Pipeline."

 

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Question: "What should I do if my Pipeline Account is Disabled?"
   
Help Desk Analyst:

"The Pipeline Account becomes disabled if you enter your login information incorrectly more than 5 times. Please logout of your account, wait 3 minutes and try to login again. If your account is disabled it should re-enable itself in 3 minutes."

NOTE: If this does not work please send the user to a password administrator to have the account re-enabled.

 

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Netware Problems

Question:

"How do I log into my Netware Account?"
   
Help Desk Analyst:

*** Red Flag: If a student ask how to log onto the computer in the labs that is a good indication that they have never activated their computer accounts. So ASK QUESTIONS!!! ***

Find out if this is the first semester for the user being here at UNCG. If so, ask if they have activated their computer accounts. If they have not go to, http://accounts.uncg.edu and click the link UNIX Communications, Netware & Campus Pipeline Account Activation. Have the user fill out the appropriate information and then print out the form which has the user's username and password example information. Make sure you tell the user to try back 15 to 30 minutes after activating their accounts to test their accounts.

 

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Question:

"How can I get my password changed so I can log into my Netware account?"
   
Help Desk Analyst:

"Have you tried logging into your Netware account."

If Yes: "What happened?"
If No: "Please try to log into your Netware account using your username and your password as, user + last 4-digits of your University ID#.

If user does need a password change please have them use the SSPR (Self-service Password Resetting) utility. You can get to that by going to http://accounts.uncg.edu OR http://www.uncg.edu/irc/labs/consultantinfo.

If something bizarre happens when trying to help a user change their own password with the SSPR utility please contact one of the password administrators for assistance. Be sure to have the error message available.

 

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Question:

"Why do I always have to change my password changed every 90 days?"
   
Help Desk Analyst:

"This is for security purposes. This is how UNCG's computer network has been set up. IT-Services has no control of this. Please keep in mind that as long as you remember your password Novell will allow you to login and change your password no matter how long it has been since you logged into your Netware account.

 

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Question:

"What is the initial Netware password?"
   
Help Desk Analyst: "Your initial Netware password starts out being the word "user" plus the last 4-digits of your University ID #."
Example: University ID# is 123456789 : password is user6789

 

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Question: "How long does my new Netware password have to be once I change it?"
   
Help Desk Analyst: "Your Netware password has to be at least 5 characters long if you change it when Novell prompts you that it has expired. If you use SSPR to change your password it must be 8 characters with at least one character being numeric.

 

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UNCgenie Problems

Question:

"What is my User ID for UNCgenie?"
   
Help Desk Analyst: "Your assigned User ID, if you are a student is generally your 9-digit University ID#. If you do not have this I can connect you with the Registrar's office and they will be able to give you that number."

 

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Question:

"What is my PIN for UNCgenie?"
   
Help Desk Analyst: "The PIN you have been assigned if you were accepted to the University after Spring 1998, is your date-of-birth in the order of yyddmm (two digits for each)." Please try that to see if it works. If that number does not please go to the UNCGenie login page, enter your University ID# and choose the Forgot PIN button. You can usually reset your PIN this way if you know the answer to yoru challenge question.

If this does not work I can look into having your PIN reset to something temporary, but you will be prompted to change it again."

 

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Question:

"My UNCgenie account is disabled, how can I have it re-enabled"
   
Help Desk Analyst:

"Please read to me the exact message displayed on your screen."
"It does seem as if your PIN in fact disabled, please hold and I will have a password administrator re-enabled that account for you after we are able to verify some information about your identify.

Please keep in mind to be very careful when logging into this account, because 4 unsuccesful logins will result in your account becoming disabled."

 

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Question:

"How did my account become disabled?"
   
Help Desk Analyst: "Your UNCgenie account will become disabled if there are 4 unsuccessful login attempts with the User ID and/or PIN."

 

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Question: "How can I have my PIN reset for UNCgenie if I've forgotten it?"
   
Help Desk Analyst:

"You have the ability to reset your own PIN, by going to UNCgenie, https://banweb.uncg.edu , enter your User ID and then Click the Forgot PIN button. This will allow you to reset your PIN if you can successfully answer the Security Question you setup."

*** ONLY USE IF STUDENT CANNOT SUCCESSFULLY ANSWER CHALLENGE QUESTION ***
"Since you cannot answer the security question, I will transfer you to a password administrator who may be able to assist you with resetting your PIN."

 

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Question: "Does my UNCGenie account ever expire?"
   
Help Desk Analyst:

"NO. The UNCgenie account is not like your other computer accounts (which expire if you are inactive for longer than 6 months with the University). Even if you are no longer a student at UNCG, you may access your personal records via UNCGenie. It will never expire."

 

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Question: "When using Internet Explorer, I receive a ***break-in attempt*** error when trying to log into UNCgenie. How do I fix this?"
   
Help Desk Analyst:

"In Internet Explorer you will click Tools on the top menu bar, then choose Internet Options, then look at the Temporary Internet Files section. If you have a Delete Cookies button, click that. If not, click the Delete Files button, then click the Settings button, and choose View Files. This will open up the Temporary Internet Files folder that contains the cookies. Click Edit > Select All > then choose Delete. Lastly, close IE and launch it again. You should no longer see that ***break-in attempt***error.

NOTE: If this does not work you may have the user search their hard drive for a file named, "cookies" and delete the cookies this way.

 

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Blackboard Problems

Question:

"How do I access Blackboard?"
   
Help Desk Analyst:

"You can access Blackboard by going to the following URL: http://blackboard.uncg.edu ".

 

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Question:

"What is my username and password for Blackboard?"
   
Help Desk Analyst: "Your username and password for Blackboard are the same as your username and password for Novell."

 

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Question:

"How can change my Blackboard password?"
   
Help Desk Analyst:

"You may change or reset your Blackboard password by going to http://reset.uncg.edu . You will need to fill out Self-service password resetting form, then you will receive an option to reset your Novell password. Since Novell and Blackboard uses the same password, you will need to reset your Novell password."

 

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Question:

"My Blackboard password was working yesterday, why is it not working today?"
   
Help Desk Analyst: "It could be because your Novell password has expired, thus meaning your Blackboard password has also expired, because the two systems use the same password. The Novell password expires every 90 days, so if you've been using the same password for 3 months, it has probably expired. You may reset the password by going to http://reset.uncg.edu and filling out the SSPR form."

 

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Question: "What is the initial Blackboard password?"
   
Help Desk Analyst:

"The initial password for Blackboard would be the same as the initial password for Novell. Have you ever logged onto your UNCG Novell account in a computer lab on campus?

NO: I would advise you to first go into a UNCG computer lab prior to using your Blackboard account, to make certain your Novell account has been set up.

YES: Your password would be the same password you used when you last logged into your Novell account. If you cannot remember that password, please reset your Novell password by going to http://reset.uncg.edu .

 

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Wireless Questions

Question:

"Where can I use the wireless network?"
   
Help Desk Analyst:

"Currently users can use the wireless connection in the following places:
EUC (Elliott University Center)
Bryan Building

 

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Question:

"What sort of things can I do once connected to the wireless network? "

   
Help Desk Analyst: "Users can only use the wireless network to surf the internet. You will not be able to connect to the Novell Network."

 

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Question:

"Can anyone who is not a UNCG affiliate use the wireless connection on campus?"
   
Help Desk Analyst:

"Only UNCG affiliates with an active Novell account (meaning non-disabled or expired) can use UNCG's wireless connection on campus."

 

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Question:

"When I double-click IE I receive a page that says, "UNCG Mobile" and it's asking me to authenticate."
   
Help Desk Analyst:

"Yes, in order to use the UNCG wireless connection in the building you're in, you must authenticate using your UNCG Novell username and password."

 

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Quick Reference Technical Acronyms

  • These are acronyms that clients may reference when calling the Help Desk
Acronym
What Does It Mean?
Other Names
NDS
Novell Directory Services
Novell or Netware
ADS
Active Directory Services
NT, UNCG Domain
SSPR
Self-service Password Reset
N/A

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