ETSU ITS Help Desk FAQs: Answers to Common Questions

 

ETSU Account	Information
Account Activation / Password Reset	How do I activate my ETSU account or reset my password?
Account Lockout	How do I get an account unlocked?
Department / Guest / Vendor Account Password Reset	How do I reset a Departmental, Guest, or Vendor Account password?
E Number and Username Lookup	How do I find my E number or username?
ETSU Username Generation	How are ETSU usernames and email addresses generated?
Login To ETSU Account	How to Login to Your ETSU Account
Name Change Request	How do I change my username or the way my name is displayed?
Two-Factor Authentication	Set up Two-Factor Authentication using the Microsoft Authenticator App.  Set up Two-Factor Authentication using your phone number.  Set up Two-Factor Authentication for a Departmental Account.  Update or add a Two-Factor Authentication method.   Two-Factor Authentication for GoldLink and Administrative Systems.  Set up 2FA If you don't have a Phone Number or Mobile Device
Two-Factor Authentication For GoldLink & Administrative Systems	Two-Factor Authentication for GoldLink and Administrative Systems.

 

ETSU Account Request	Information
Account Request	How do I request an account? This could be for a guest account, wifi access, departmental account, or a shared mailbox.  Which department email account do I need?

 

 

Alumni Email	Information
Alumni Email Access Changes	Changes to ETSU Alumni Email Accounts.  Goldmail Migration.

 

Email Common Problems/Questions	Information
Accessing Room Resource Calendars	How do I view the calendar for a room resource?
Calendar sharing	How do I share my calendar with someone else?
Campus-wide Emails	How do I send an email to all facutly, staff, and students?
Different Email Address Appears Instead of Your ETSU Email Account	When I log into ETSU webmail, the inbox for another school or organization I attended appears instead of my ETSU inbox. How do I fix this?
Email Attachments	What is the maximum file size allowed for attachments in incoming and outgoing emails?
Email Encryption	Used to encrypt email transmissions between your ETSU email account and another ETSU account, or an external email account.
Email Link to Sign Contract	Troubleshooting Login Issues Accessing ETSU Contract.
Error Code CAA20002 Appears When Signing into Office Products	Troubleshooting steps for Error Code CAA20002 for Desktop version of Outlook or any other Office product.
How to Send an Email to More than 50 Recipients	Students are limited to sending emails to no more than 50 recipients at a time. If there are 51 or more recipients on a single email, it will not be sent to any of them. To send to 50 or more recipients, students must send multiple messages in increments of 50 or fewer recipients. This guide will show you how to do so.
Messages Stuck in the Outbox	Basic troubleshooting tips for email messages stuck in the Outbox.
Not Receiving Emails	Basic troubleshooting tips if you're not receiving emails.
Outlook Email Signature	Automatically Include Your Signature in Every Email.
Phish Alert	How to report phishing emails.
Recalling Messages	How do you recall an email you sent?
Set Up Email on Your Mobile Device	How to Set Up ETSU Email on Your Mobile Device.
Troubleshooting Sync Problems in the Outlook Mobile App	If you encounter issues with receiving incoming messages or sending outgoing messages while accessing ETSU email through the Outlook app on iOS or Android, follow these steps to troubleshoot the problem.
Unable to Open Email Links	I'm unable to open links in emails. It says, "Your organization's policies are preventing us from completing this action." What should I do?

 

Email Groups	Information
Email List	Creating an Email List or Sending Messages to Multiple Email Addresses.
How to Edit a Distribution List	How do I edit a Distribution List?
Shared Mailboxes	What is a Shared Mailbox and how do I access it?
Sending Messages From a Shared Mailbox	How do I send a message from a Shared Mailbox?
Working with a Listserv	How do I work with a Listserv

 

Email Organization	Information
Cloud Storage Space	How do I check how much storage space I have?
Managing Email Archiving and Storage	How to Clear Space on the Email Server.

Faculty/Staff Hardware	Information
Computer Replacement Project	Computer Replacement Project
Order Computers for Departmental Use	eBucs: Your Platform for Viewing and Ordering Supported Computer Systems
Returning old equipment	Equipment Return Procedures and Guidelines

 

Lab Hardware	Information
Departmental Computer Labs	A list of all the current TAF Departmental Computer labs and their inventory.
Open Computer Labs	ETSU Campus Open Computer Labs: Printing and Study Resources
Standard Computer Lab Image	Standard Computer Lab Image
Submitting print jobs via email (for Students)	How to send your print jobs via email to print in the lab

Personal hardware	Information
Lost Mobile Device	If you lose a device, there is a way of deleting the data and settings for your ETSU account from the device remotely.
Ordering Computers for Personal Use	Ordering Computers for Personal Use: Guidelines and Process.
Syncing your Android device with ETSU Email	Set up your Android phone or tablet to connect with ETSU email.
Screen Lock Policy	When setting up outlook on a mobile device, it is requiring me to set up a passcode on my phone.

ETSU Network	Information
Apple Products connection Issues with Private Relay	Apple users can have network issues with their Apple devices if Private relay is on.
Connecting a Mobile Device to the ETSU Network	How to connect different types of devices to the ETSU network.
Connect to an ETSU Computer Using Remote Desktop Gateway	How to Connect to ETSU Computers Using Remote Desktop Access: Step-by-Step Guide
Connecting to ETSU WiFi Networks	Here you will find links to setup instructions for configuring your wireless interface for connectivity at ETSU.
Eduroam	Eduroam is the worldwide Wi-Fi roaming service for academia.
Guest Wifi Access	How do guests connect to wifi at ETSU?
Remote PC and Network Access	Accessing ETSU Remotely: Your Guide to Connecting to ETSU Network from Anywhere
Remote access verification	How do I find out if there is a remote access record for me?
Remote access types	Which type of remote access do I need to select?
Security package error occurred in the transport layer	I am trying to connect to my office computer using Remote Desktop. I am getting an error saying that a security package error occurred in the transport layer.
Troubleshooting wireless connectivity	Why can't I connect to the ETSU WiFi?
Troubleshooting Simple Connection Issues	Some general troubleshooting tips for connecting to WiFi.
Unable to connect using Remote Desktop Gateway	When I try to remotely connect to my computer with Remote Desktop Gateway, I receive an error and get a text with a verification code.  What do I need to do?
VPN server blocked	When I try to connect to the VPN, it says "Untrusted Server Blocked".  What do I need to do?
VPN Instructions - Remotely Connecting To a Mac	How do I set my Mac up to allow remote connections from off campus?
VPN Instructions - Remotely Connecting To a Windows PC	How do I connect to my office PC from home?
When to choose RDG	If I'm going to use Remote Desktop to access my computer, do I need to choose Remote Desktop Gateway (RDG)?
WiFi Frequently Asked Questions	General WiFi FAQ

Resident Network	Information
Apogee Guest Wifi Summer 2023	Instructions for connecting to guest wifi in the dorms for Summer 2023
Connecting to the Resident Network - Apogee ResNet	Information about the connecting to the Resident network at ETSU.

Shared Networks	Information
Access Shared Network Drives	How do I access the S: or T: drive?

Create Your Voicemail PIN in RingCentral

RingCentral - ETSU's Telephone Service

Set Up Your Voicemail Greeting

 

Printing on Campus (for Students).

Printer Troubleshooting.

Adobe	Information
Adobe Acrobat is requiring a Serial Number	Adobe Acrobat is asking for a Serial Number when launching Adobe Acrobat
How to Install Adobe Creative Cloud	How to Install Adobe Software Using the Creative Cloud App
How to download and install Adobe Creative Cloud	Instructions on how to sign in and download Adobe Creative Cloud
How to get a Acrobat Pro License	How to obtain a Acrobat Pro License for Faculty and Staff
How to Install Adobe Acrobat Pro	How to Install Adobe Acrobat Pro Without Installing Creative Cloud
Signing Into Adobe Spark with ETSU Email	Adobe Spark for Education by signing in with their ETSU email address and password

Microsoft Office	Information
Activating Office	"This copy of Microsoft Office is not activated" is a message I get when I try to use Word, Excel or another MS Office app.  What do I need to do?
Accessing files on OneDrive	How do I access the files that are stored on OneDrive?
Installing the office suite	How do I download and install the Office Suite?
Invite Collaborators to Edit a PowerPoint Presentation via Microsoft Office 365	Invite Collaborators to Edit a PowerPoint Presentation via Microsoft Office 365
Microsoft Form Owner	How do I find the owner of a Microsoft Form?
Office 365 Personal Use licenses	Can you tell me how many personal use downloads of Office 365 I have left?
Removing Office license from device	How do I remove / deactivate a license for Office from a personal device?
Switch to New Teams app	How to switch to the new Teams app
Sync Windows Known Folders with OneDrive	What is meant by syncing Windows Known Folders with OneDrive?
Word doesnt allow editing on a Mac	Mac's try to cache a users license for Microsoft Office apps

Statistical Software	Information
How To Access Appstream	AppStream is an environment where you can log in with your ETSU credentials to access various statistical software needed for your classes.
How To Use Appstream	AppStream is an environment where you can log in with your ETSU credentials to access various statistical software needed for your classes.
Minitab Licensing	ETSU staff can now use a web-application version of Minitab through a web browser, or can download the Minitab software to their personal equipment.

Windows	Information
Activating Windows	How do I activate Windows on my computer?