Helpdesk Procedures

1. Check Browser Settings link at the top of the My Blackboard page, fix any issues that do not get a green check.
2. Unistall any third party toolbar: Google Toolbar, Yahoo Toolbar
   (Start, Control Panel, Add Remove Programs or on Vista Program and Features, Unistall any toolbars)
3. Allow pop-ups
   (Internet Explorer - Top of browser, Tools, Pop-up Blocker, Disable).
4. After completeing the above steps, completely log out of your Blackboard and myUCA browswers. Open a new browser and log back into myUCA and go to your Blackboard course. you are looking for a error message to pop-up saying "Digital Signature Error". You must get the message and choose Always accept content from this website and click the Run option. After accepting content and runninf the script, you will be able to access your files and My Computer Icon.

There are two ways to get a PIN number for a student:
1. Come to Burdick Hall 106 with a picture ID
2. Go to www.uca.edu/registrar Download and print a User ID/PIN Request Form.
3. Fill it out and fax it to (501) 450-5734

1. The description field does not have to be modified.
2. Enter the UCA department and the sponsor’s name.
3. Enter the sponsor’s telephone number

1. Enter the expiration date for the account.
2. This field should be left unchecked.

1. Ensure this field is checked and min. password length is set to 5
2. This field should be left unchecked.

• Ask the sponsor to provide the following information:
• General Information about the Event
• UCA Department’s name and the sponsor’s name (i.e IT Department, John Smith)
• Sponsor’s contact number
• For how long do you need the guest account

Solution: The faculty username can be looked up via the Internet Native Banner SECURE site (talk to Lee for access to this area of banner, usually your login name will be prefixed with BANSECR_). After the individual record has been brought up, you can change the password (it follows the Novell rule set for passwords) and then save the record. Make sure you click the “Unlock” button to make sure the user is enabled. If you would like them to change the password immediately, click the “Expire” button to make the password outdated. There is no way to verify someone’s identity over the phone, if necessary, require them to present photo ID in person in order to fully reset a password.

• Third Party IDs in Banner (network accounts) are created automatically by triggering events. These events are “Making the person a student” or “Making the person an instructor”.
• When a Third Party ID is automatically generated in Banner it will always be a student-like account with a number in it.
• Faculty generally will never need to know what their PIN numbers are.
• When a Third Party ID is changed in Banner, an event is triggered to update the ID in MyUCA.

• Have an entry in eDirectory, MyUCA, Banner (GOATPAD)
• Authenticate against eDirectory (fs container)
• Created/updated manually

• Have an entry in eDirectory, MyUCA, Banner(GOATPAD)
• Authenticate against eDirectory (student container)
• Created/updated via script

• Have an entry in MyUCA, Banner(GOATPAD) but not eDirectory
• Cannot authenticate against eDirectory
• Must use Banner ID (not network ID) to access self-service

• Have an entry in eDirectory, MyUCA, Banner(GOATPAD)
• Authenticate against eDirectory (retiree container)
• Created/updated manually
• Retiree accounts and their passwords never expire.
• Retirees can change their passwords using Password Self-Service.
• After 6 months of e-mail inactivity the e-mail access can be deleted. (The GroupWise administrator does this).
• Retiree account will be placed in the Retired container in e-Directory.

• HR enters the person into Banner and a Banner ID is created automatically. A user can have more than one ID but only one is primary.
• The supervisor completes a network account request form.
• An eDirectory account and GroupWise account (if requested) are created by the network group (usually Hans).
  • The network account is usually what the person requested
  • The password is initially set to something generic and the person has to change it when they login the first time.
• A notice of new account is sent to Janice who updates GOATPAD with this account name. Network accounts in Banner are referred to as “Third Party ID” on GOAPTAD.
• Please note that if a person was previously a student or they are made an instructor, they will have a student-like account, with a number in it, in Banner until it is updated manually by Janice.
• When a Third Party ID is generated in Banner either manually or by a triggering event, an event is generated automatically to create that account in MyUCA.
  • An account is created in LDAP in MyUCA
  • The Third Party ID, PIN, and Banner ID are stored in LDAP
  • Email information is updated manually.

• Admissions enter the applicant into Banner as a person and a Banner ID is automatically generated for the applicant.
• When an admission makes a decision in Banner that accepts the applicant as a student, a student-like Third Party ID is automatically generated.
• The generation of the Third Party ID triggers an event that creates a MyUCA account for the student.
  • An account is created in LDAP in MyUCA
  • The Third Party ID, PIN, and Banner ID are stored in LDAP
  • Email information is updated via script.
• At 2:00 pm, Monday thru Friday, a script is run on the database server that extracts all active student-like Third Party IDs from Banner into a file named admitted.txt. This file is then sent to a NetWare drive. The admitted.txt file has all student-like accounts that should be active in eDirectory, not just new accounts. These accounts are extracted based on the following criteria:
  • Currently enrolled
  • Admitted for future terms
• At 3:00pm, Monday thru Friday, a process is run to take the admitted.txt file and create a new eDirectory account for any student that may be in the admitted.txt file but not in eDirectory.
  • The network account is created to match the Third Party ID and the password is created to match their PIN number.
  • Students can change their passwords and this will not change the PIN in Banner.

• Legacy students have a need to access Self-Service Banner (SSB) for access to grades, unofficial transcripts, and tax information. This information is active in Banner even with the student’s record is inactive.
• Since MyUCA only authenticates against eDirectory, the student must access SSB directly. This is done using the Banner ID and PIN. The Third Party ID is not used in this process.

• Login to Network from a networked PC
• Login to email from an email client or webmail
• Login to Internet Native Banner (INB)
• Login to MyUCA
  • Access email from MyUCA
  • Access self-service from MyUCA
  • Access INB from MyUCA

• User enters their network ID and password.
• Their credentials are checked against eDirectory and if validated are allowed to login.

• User enters their network ID and password into the client or webmail login.
• Their credentials are checked against LDAP and if validated are allowed to login.
  • This LDAP is hosted on NetWare and is created from the eDirectory store.

• INB accounts are created manually to match their Third Party IDs/Network IDs.
• Passwords are separated from Network passwords but users are encouraged to make them the same.
• There is a link to INB from within MyUCA under the myWork tab. Access Banner from here does not automatically change their passwords to match the Network password. This is just a direct link to INB.

• User enters their Third Party ID/Network ID and password into the MyUCA login page. (http://my.uca.edu)
• Credentials are authenticated against the NetWare LDAP.
  • If successful, the credentials are stored in MyUCA’s LDAP
  • Subsequent logins within 24 hours are authenticated against MyUCA’s LDAP.

• User logs into MyUCA and clicks on email icon.
• The Third Party ID/Network ID and password is retrieved from MyUCA’s LDAP and passed to the webmail server configured for the user (either faculty or student) where the users is automatically signed in.

• User logs into myUCA and clicks the Self-Service tab
• For both faculty and students, the Banner ID and PIN are retrieved from myUCA’s LDAP and passed to Banner Self-Service and the user is automatically signed in.
  • Please note that this is the PIN stored in Banner. If a student changes their network password to something other than their PIN it will have no effect on the authentication process to self-service.
• The menus visible to the user are based on their roles in Banner. If he/she is a student, they see the Student menu. If he/she is a Faculty or Advisor, they see the Faculty/Advisor menu, etc.

• Users login to MyUCA and clicks the MyBanner Channel
• Third Party ID/Network ID and password is retrieved from MyUCA’s LDAP and passed to INB.
  • If the INB password is not the same as the network password, the INB password is automatically changed to match the network password.
• MyBanner channel is mostly used by advisors for adding comments to student records.
• Users only see the forms that are listed under their My Banner menu in INB.

1. Unistall the older version of SPSS by going to:
   • Start
   • Control Panel
   • Add/Remove Programs
   • Unistall SPSS
2. To Install SPSS17
   • Open My Computer
   • Click on the H drive
   • Open folder APPL
   • Open Folder SPSS17
   • Double Click on PASWStats17.0.2_win.exe
3. Open AMOS_1702 folder
   • Double Click Amos_1702_win.exe
4. Open LegacyViewer Folder
   • Double Click on - setup.exe

• If they are getting a java error message?
  1. Go through the browser and make sure you have the correct version of Java installed and that your browser settings are correct.
• If the chat room window is not opening?
1. Enable all popup blockers to accept webct.uca.edu or disable all popup blockers completely.
• They have enabled url or disabled all popup blockers and still cannot get the chat room window to open. Treat this problem just like the page cannot be displayed error. If those things don’t correct it, have them download Firefox. If they can access the chat room with Firefox, tell them to continue to use this browser when connecting to the chat room.
• Any further problems, contact Tonya or Jennifer.

• http://ifolder3.uca.edu

• http://ifolder3.uca.edu/ifolder3

• 500MB
• 1GB for those users who attend the traning

• Close GroupWise before installing iFolder3
• The computer will reboot
• Migrate from IFolder 2 to IFolder 3
• Cannot just remove a folder, it has to be reverted back to a normal folder
• Cannot Share iFolder clients
  • Each user will have to create a profile to use iFolder 3

• Must have Mono 1.2.5 installed
• Cannot be a newer version

• Highlight the folder to be shared
• Click Share
• Select the name(the person you want to share the folder with)
• Click Add

• Full
• Read/Write
• Read Only

• Change Password feature (Will change password for Novell, GroupWise, & MyUCA.)
• Passphrase is not used in iFolder 3
• General and Accounts Tabs
  • Turn off Start iFolder when logging in to the desktop (General Tab)
  • Allows you to see secure server address (Accounts tab)
  • Disk Space Gives the number of space used and a graphic to show how much space is used.
  • Can change the number of folders displayed per page (Web Access only).

• Start
• Control Panel
• Add/Remove
• Remove iFolder 3
• Restart
• Search for Simias (Start, Search)
• Delete anything that is found, everything with Simias
• Delete each item one at a time
• One folder will be left on the display, but it has been removed.
• Reinstall iFolder 3