Troubleshooting & FAQ

UNAlogo

General Questions

  1. Log into the UNAPortal system
  2. Click n the "Self-service Banner" tab
  3. Click on the "Student" tab
  4. Click on "Student Accounts"
  5. Click on "Account Information"
  6. Click on the "eBills" tab under Quick View
  • Phone: 256-765-4865
  • Email: helpdesk@una.edu 
  • Office Location: Collier Library Room 152
  • Faculty and staff can fill out Helpdesk tickets at the following webpage: https://helpdesk.una.edu 
    • Login with your Portal username and password
    • Faculty and staff can also send helpdesk requests via email to helpdesk@una.edu 
  • Sunday (via email only): 2:30pm to 7:00pm
  • Monday through Thursday (via phone, email, and office visitation): 7:30am to 7:00pm
  • Friday (via phone, email, and office visitation) 7:30am to 4:30pm

To request an announcement for the UNA Email digest, follow the process at the link below:

Campus Announcement Request Process

Who may request an announcement? Any UNAPortal account holder, who is:

  • Faculty
  • Staff
  • An office of an organization recognized by the Office of Student Engagement
The requested announcement MUST pertain to University activities
This service is NOT used for classified notices such as buying, selling, renting or looking for products or services.
  • Password reset for Portal/Canvas/Email
  • Troubleshooting issues in Portal/Email
  • Assistance downloading Office 365
  • Creatiing helpdesk tickets for faculty and staff reporting issues with their UNA computer/device
  • Answering general questions
  • Repair of UNA computers and devices
    • NOTE: The ITS Helpdesk does not repair personal devices
  • Windows
    • Internet Explorer 10 and 11
    • Mozilla Firefox 29 and higher
  • Macintosh
    • Firefox 29 and higher
    • Safari 7

To clear your Java cache in Windows:

  1. Click "Start"
  2. Click "Control Panel"
  3. Double click the Java icon
  4. Click the "Setting" button under the "Temporary Internet Files" box
  5. Click the "Delete Files" button and click "OK" to confirm
  6. Click "OK" again to close the Java control panel

To clear your Java cache on a Mac:

  1. On the Finder menu bar, click "Go" > "Applications"
  2. Double-click "Utilities"
  3. Double-click "Java Preferences"
  4. Click the "Network" tab
  5. Click the "Delete Files..." button
  6. You are prompted to delete your temporary files for Java
  7. Close the Java Preferences window
  1. Open Edge
  2. Click on the Hub icon
  3. Click on the History icon
  4. Click the link labeled "Clear all history"
  5. Check the boxes for each item you want to clear (including "Cached data and files" and "Cookies and saved website data").
  6. Click the Clear button. The message "All Clear!" will appear at the top when the data has been erased.

Windows or Mac

  1. Open Chrome
  2. On the very right end of the Chrome toolbar, click More> More Tools > Clear Browsing Data
  3. In the "Clear browsing data" box, click the checkboxes for "Cookies and other site data" and "Cached images and files"
  4. Use the menu at the top to select the amount of data that you want to delete - choose "Beginning of time" to delete everything.
  5. Click "Clear browsing data"

Mobile Devices

  1. On your mobile device, open Chrome.
  2. On your browser toolbar, tap More More.
  3. Tap History, and then tap "Clear browsing data".
  4. Under "Clear browsing data," select the checkboxes for "Cookies and site data" and "Cached images and files".
  5. Use the menu at the top to select the amount of data that you want to delete. Choose "beginning of time" to delete everything.
  6. Tap "Clear browsing data".

Windows or Mac

  1. Start Firefox
    Click on "History" in the Menu Bar [top left of the browser window - if you don't see your menu bar, click your "Alt" button to see it temporarily, or right click in the top of the browser window (outside your tabs) and select "Menu Bar"]
  2. Click on "Clear Recent History..."
  3. To change your History settings to prevent possible issues in the future:
    1. Click "Tools" > "Options" in the menu bar
    2. In the "Privacy & Security" section, change the History drop down to read "Firefox will Never remember history"
  4. Close and reopen your browser
  1. Open Internet Explorer
  2. Click on the Gear icon  > Safety > Delete browsing history...
  3. Deselect: Preserve Favorites website data
  4. Select: Temporary Internet Files and website files
  5. Select: Cookies and website data
  6. Select: History
  7. Click Delete. You will see a confirmation at the bottom of the window when the process is complete.
  8. Exit/quit all browser windows and re-open the browser.
  1. Open Safari
  2. Under "Safari" in the menu bar across the top of the screen, choose "Preferences" (there is an option in the Safari drop down to "Clear History and Website Data..." however this only clears some of the data)
  3. Click on the "Privacy" tab along the top of the Safari preferences pane
  4. Click the box to "Remove All Website Data..."

Security and maintenance programs for Windows:

Microsoft now offers the following free AV software:
          Windows 7 - download and install Microsoft Security Essentials
          Windows 8 and 8.1 come with Windows Defender preinstalled
                    Verify it is turned on and running normally

View a list of AV software approved for use to access the UNA wireless network.

For malware and spyware protection, there are several resources online, but be sure to choose carefully. Programs that ITS employees recommend (but cannot guarantee) include:
          Malwarebytes - can be downloaded from FileHippo.com*
          CCleaner - can be downloaded from FileHippo.com*
*Be careful when downloading from FileHippo.com - be sure to click on the product's green "Download Latest Version" button and not one of the download buttons built into the website's ads.

For more information on protecting your devices, including the differences between viruses, malware, and spyware, see the Technology Security section of the ITS Webpages.

Security and maintenance for programs for Mac:

Contrary to popular belief, Macs are vulnerable too.
View a list of AV software approved for use to access the UNA wireless network.

For malware and spyware protection, there are several resources online, but be sure to choose carefully.

For more information on protecting your devices, including the differences between viruses, malware, and spyware, see the Technology Security section of the ITS Webpages.

Still having trouble?

Send an email to helpdesk@una.edu. If you are able, send the email from your UNA email account, but if not please provide the following information:

  • Your full name
  • Your UNAPortal ID (your login name)

In your email, be sure to include a description of your problem:

  • What is your error message or what is happening?
  • Are you having issues on a specific device or on multiple devices?
  • What kind of device have you tried (desktop, laptop, mobile device)?
  • Which browsers have you tried?
  • What were you doing when you received the error message?

If you are on campus, you may call the IT Services HelpDesk at ext 4865. From off campus, dial (256) 765-4865.

Canvas Questions

  • Go to https://una.instructure.com 
  • You can also go to https://www.una.edu and click on the Canvas link at the top of the page.
  • You can also use the app links provided in the answer to "Is Canvas Available for Mobile Devices?".
Make sure you are not trying to log in with your email address. Only use your username and password
  • I.e., if your UNA email address is someone@una.edu, your username is "someone"
To check the official status of Canvas, go to http://status.instructure.com

Computer Lab Questions

Duo

Two-factor authentication, also referred to as multi-factor authentication, provides an additional layer of security when logging in to a website. Two-factor is becoming the standard in cyber security. Google, Apple, and other services all have their own two-factor authentication methods. In short, passwords are no longer sufficient in protecting our sensitive data, we’ve got to add another layer of security to our accounts.
  • Duo Push– if you have the Duo Mobile App installed on your smartphone or tablet, you can receive a push notification. From the app, you can approve or deny the login attempt.
  • Passcodes– You can receive a passcode by the UNA logo in the Duo Mobile App, this does not require any wireless connectivity.
  • Phone Call – you can receive a phone call on your mobile phone or landline phone. The call will give instructions on approving or denying the login attempt.  This option is not available for all applications.

Duo is required for all UNA employees and students across many applications. Duo is required all new Single Sign On (SSO) connections and for certain applications like Banner, VPN, and direct deposit changes.

You can set up Duo from your phone. Rather than scanning the QR code, you can simply have Duo email you an activation link to finish setting up your account. More information, and screenshots, are available on our activation tutorial.

If you opt-out of the Duo Mobile Application push notifications, there are other options to utilize as your second verification method.

  • Passcodes via Duo Mobile App– If you have the Duo Mobile app installed, you can receive a single passcode by tapping the UNA logo in the mobile app. This code must be used immediately.
We recommend leaving Autopush or Autocall disabled as it has been known to cause a few glitches. You can; however, use the “remember me” option. If you are unable to activate the “remember me” function, please make sure autopush is disabled. If you’ve enabled Autopush or Autocall, and you want to remove it, you must deactivate and reactivate your account.

Selecting this option will allow you to bypass Duo authentication for the next 30 days. This only works if you are logging in from the same computer, IP address, and browser. You will still be prompted to verify once – with your username and password. You will not be able to access your settings on that particular browser during the 30 days. Please note that if you have tools or policies running that regularly delete or clean cookies, the remember me feature will not work. If you do need to access your settings (perhaps to add another device) just try another browser. Remember me will not work if your browser is set to private browsing mode. Remember me will also not work if you have enabled autopush. If you’d like to disable autopush, follow these instructions.

The remember me feature relies on browser cookies. For remember me to work, your Internet browser must allow cookies to be stored. Visit your browser content settings to ensure cookies are being stored. Some departments on campus do not allow cookies to be stored. If the remember me feature does not work on your browser, check with desktop support in your area.

If you have forgotten or lost your device, please contact the helpdesk via email at helpdesk@una.edu or call 256.765.4865.  We want to ensure someone else does not maliciously authenticate your account with your device.

Duo is available to past, present, and future students, as well as employees.

Yes. The passcode option on the Duo app does not require wifi or cellular connectivity, it even works on airplane mode. To use this option, visit the Duo app on your smartphone, and tap the key icon to obtain a passcode. Enter the passcode into the Duo prompt when logging into a Duo-protected UNA site.
Duo will not allow you to provision your mobile card with ScreenTime turned on. Visit your device settings and turn ScreenTime off. Try the steps again to provision your card. You should properly receive a Duo prompt with ScreenTime turned off.

Applications and services must have Duo enabled individually by our programmers. The following applications use Duo. Most applications that require Duo have a green Duo icon on the application’s login page.

  • VPN
  • iContracts

No, Duo is not required to access Canvas. You can access Canvas directly by navigating to https://una.instructure.com.

Not yet, but it will soon.  We are working to convert all accounts to use Duo to help better protect you, your accounts, and the University’s assets.

You have several choices when traveling abroad. Be sure to test them out before your travels so you can determine which solution is best for you.

  • If you haveyour two-factor authentication device with you, you can use it as normal.
  • If you do have a smartphone/tablet, the Duo Mobile App can provide a six-digit passcode even if your phone or tablet doesn’t have cellular, network or wifi service. Launch the Duo Mobile App, and press the key icon to obtain a passcode.

Yes! Visit the app store on your smartphone to download Duo Mobile. Please note that Google Play Services are required to receive push notifications on Android. Users without Google Play Services installed will have to “fetch” by swiping down in the Duo Mobile app.

If your phone number has not changed, login to mfagw.una.edu then choose the “Call my Phone” option. Then click on replace your existing phone or tablet with a new device. Choose your device from the list, and then follow the instructions to activate Duo Mobile on your new device. If you have a new phone number, you will first need to obtain a temporary passcode (see the ‘What are Passcodes?’ section above). Login to mfagw.una.edu and enter the temporary passcode. Click on “Replace your existing phone or tablet with a new device.” Choose your device from the list, and then follow the instructions to activate Duo Mobile on your new device. We have a step-by-step guide for adding a new phone. Check it out before calling our IT HelpDesk.

Yes. You can add devices by visiting your Duo settings. When you see the Duo prompt with the three notification options, click Settings at the top right. (Please note that if you are using the Remember Me for 30 days feature, you will need to use a different web browser to receive the prompt, and access your settings.) After you click Settings, click Add a New Device. You can register smart phones, cell phones, tablets, and landline phones.

The Duo smartphone application serves only to provide two factor authentication. It does not access any personal information on your device, nor does it track your location. Learn more about Duo’s commitment to privacy on their website.

Duo is required to access the campus VPN. This applies to all UNA individuals using VPN.  When you connect to the campus VPN, you will be prompted with a push notification.  After accepting this push notification, you are connected!  Please note, there is a limited time window between accepting the push notification and its timeout.  You will need to have your device ready to accept the push notification or it will time out and you will have to start the login process again.

You should contact us immediately.  Email our helpdesk at helpdesk@una.edu or call 256.765.4865 for assistance.

Contact our helpdesk via e-mail at helpdesk@una.edu or call 256.765.4865 with any additional questions.

Email/Office 365

Your UNA email address is your username with "@una.edu" added behind it. 

  • Example: if your username is jdoe, then your email address is jdoe@una.edu

Students, faculty, and staff can access their UNA email through the following ways:

You have an Office365 email account with 25 GB of email storage
You may attach up to 60 (Sixty) attachments to one email.
OneDrive for Business is free web storage space that comes with your Office 365 account, accessible once logged in. Files may be easily saved to and from OneDrive for Business using a web browser. OneDrive for Business also has an app that can be downloaded from www.outlook.com/una.edu or found in your mobile device's app service.
The subscription covers all currently enrolled UNA students and active UNA employees with an Office 365 account (UNA email account).
You can access your Office 365 account two different ways:
  1. Go to www.office.com to log directly into Office 365 using your UNAPortal username and password:
    1. Once you are at www.office.com, click the box that says Sign In
    2. Type in your UNA email address, then click Next
    3. From there, you will be taken to the UNA Portal page to log in as normal. 
  2. Login to the UNAPortal and click on the "EMAIL" icon
    1. Either the My Mail link at the top, OR
    2. Scroll down and look for the Stay Connected section and click on the icon of the purple envelope icon_email.png.
    3. Once you are in your UNA email, you can access the online version of Office 365 by clicking the icon to the left of the Outlook header at the top of the page: office-365-icon.jpg. From there, click the link to Office 365.
    4. To download the full Microsoft Office suite to your computer, follow the instructions available at this link: Free Microsoft Office
You can install the newest version of Office, currently Office 2019 for Windows and Office 2019 for Mac, on up to 5 devices.
The Office 365 installation will work on computers running Windows 7 or greater, and Mac OS X 10.6 or greater. However, updating to the latest OS will allow you to take advantage of many benefits not supported on the older OS versions.
  • Office base applications for Windows
  • Office base applications for Mac
  • Office Mobile for iPhone/iPad
  • Office Mobile for Android
No. But if you want to import an address book and/or calendars, then Outlook must be installed on your PC to import into Office 365. The Outlook app is included when you download the Office 365 Suite to your device. 
If you prefer to use a mail client to access your email, calendar, and contacts (instead of UNAPortal or a web interface), then you need to be using Outlook 2013 for Windows or Outlook 2011 for Mac, either of which can be downloaded free from your Office 365 account. Other clients such as Outlook Express, Thunderbird, etc. will not allow you to take advantage of all the new features.
Yes! Your Office 365 account is yours permanently for all graduates/alumni and retirees. Non-graduates will lose their account after 18 months. Once no longer enrolled as a UNA student, you will get non-intrusive banner advertisements that are suppressed during term of enrollment.

Instructions on how to download, install, and activate the software are listed below.


Downloading Office 365 for Windows or for Mac
To download Office 365 software using either a Windows or Apple computer:

Check your Junk E-mail folder...

To mark email that is in the "Junk E-Mail" folder to not junk, do the following:

from UNAPortal/Office 365
  1. Right click on the email
  2. Click on “Junk E-Mail”
  3. Click “Mark as Not Junk”
  4. Check box to always trust messages from this sender.

From Outlook:
  1. Right click on the email
  2. Click on “Junk”
  3. Click “Not Junk”
  4. Check box to always trust messages from this sender.

Password Questions

Each student will be assigned a username and password for UNA Portal. That is also the username and password for Canvas and UNA email
Passwords expire every 12 months. Ten days before your password expires, you will receive a message to your UNA email reminding you to update your account.

For detailed instructions, read the instructions at the bottom of this page
If you are still having issues and/or need more assistance, email the ITS Helpdesk anytime or call during our office hours:

Yes, if you are signed up for the Password Reset System.
  • To sign up, go to https://pwcr.una.edu/UNAPWCR/Login.aspx 
  • Log in with your Portal username and password.
  • After that, you will provide identification and contact info. The contact info will be used to reset your account once needed, so make sure the phone number and alternate email are correct/up to date.
  • If you are locked out and have signed up for the Password Reset System, go to https://pwcr.una.edu/UNAPWCR/Identify.aspx in order to reset your account.

UNA Portal Questions

  • Your username should be your first initial followed by your full last name. Where duplicates exist, an additional number is added to your last name.
    • Examples: jdoe, jdoe1, jdoe2
  • Your username is automatically created by the system and authenticates to other systems (Canvas, Beacon, Active Directory, campus computer access, Collier Library database access, Office365 email);  therefore, your username cannot be changed.
  • Newly accepted students should receive their username and password in their acceptance letter. Students who have not received a letter (or students who have lost their acceptance letter) should contact the ITS Helpdesk for verification of their credentials.
  • New employees should receive their username and password from the Human Resources department. If not, contact Human Resources so they can inform or request the info from the ITS department.

Your original password information should have been sent to you either physically or digitally.  Please use this information and change your password as soon as possible. For more information about changing your password, check out our passwords page at  una.edu/its/technology-security/password.html.

If you do not know your password, please contact the ITS HelpDesk:

Phone: (256) 765-4865
Email: helpdesk@una.edu

If you are contacting through email:
Please provide your full name, UNA Mane Card ID# and Problem

Each student/employee receives a default password. For better security, it is recommended that you change it to a more secure password of your choice. For more information about changing your password, check out our passwords page at https://una.edu/its/technology-security/password.html
  • Students keep their UNA Portal from the time they are admitted and register for classes until they graduate. 
  • Students who leave UNA without graduating keep their Portal for a period of 18 months after their last active semester at UNA.
  • The UNAPortal system is shutdown DAILY from 4:00am to 6:00am for routine maintenance.
  • The UNA Portal System is also down the first Saturday of every month (generally, between 6:00 am and 12:00am) for security patches, upgrades, and more detailed maintenance.
  • Windows
    • Internet Explorer 10 and 11
    • Mozilla Firefox 29 and higher
  • Macintosh
    • Firefox 29 and higher
    • Safari 7
If you are trying to log in to the system using another browser, you may experience difficulties.

Telephone Questions

Nothing. With the VoIP phone system, you simply dial the number as you would with any other phone. For local calls, dial (###) ###-#### and for long distance calls, dial 1 + (###) ###-####.

In an Attended transfer, the party transferring the call waits on the person at the destination number to answer and then states the nature of the call. In a Blind transfer, the call is transferred without first connecting with the destination number.

To perform a blind transfer:

  1. Press the Transfer button
  2. Enter the 4-digit target extension
  3. Hang up to complete the transfer

To perform an attended transfer:

  1. Press the Transfer button
  2. Enter the 4-digit target extension
  3. When the user answers, announce the caller
  4. Hang up to complete the transfer

To transfer a call directly to another user's voice mail:

  1. Press the Message button (the envelope icon in the middle of the right-hand panel)
  2. Enter the 4-digit target extension
  3. Hang up to complete the transfer

To answer another user's phone from your own, press *6 and enter their 4-digit extension.

To forward another user’s phone to your desk:

  1. Press the blue Menu key
  2. Select “Call Forwarding” using the button to the left of that option on the display
  3. Enter the number to which you wish to forward the calls
  4. Select “Activate” using the button to the left of that option on the display
This is no longer an option on the new phone system. You'll need to set up the phone to either forward immediately or not at all.

Yes. You can check your voicemail from any phone whether it’s on campus or off campus.

From another phone on campus:

  1. Press the Message (envelope) button
  2. Enter: * #### * (where #### is your own extension)
  3. Enter your passcode

From off campus:

  1. Dial your own number
  2. At the start of your greeting, press * (this tells the system the owner is calling)
  3. Enter your passcode