How do we troubleshoot user account/password problems?

First, we verify that the user is not a faculty/staff member (see item on faculty/staff below).

Second, we verify that the user account exists (LDAP Address Book).

Third, we verify that the the account is being entered correctly (e.g., no space between first and last name; also, is there a number following the last name?).

Fourth, we remind the user that the password is case sensitive.

Fifth, we check to insure that the user can log in directly to WildCat Mail at http://mail.weber.edu .  If not, there is an issue with the user account – send them to the Service Desk (Lampros Hall)

How are browser issues resolved?

First we insure that the user is using an "acceptable" browser.  They must be using either Internet Explorer 5.5, sp2 or later or Netscape 4.79 or later – any other browser or browser version will prevent portal information from presenting correctly. If they need assistance upgrading their browser we ask them to call 801-626-7777 or to visit the Service desk in Lampros Hall. (Most lab aides in the open labs can provide this assistance also.)

Second, we check to see if they are an AOL or MSN user (some others also). The default browser that is provided with these ISPs may not be compatible with the web portal. Advise these students to launch either Internet Explorer or Netscape from the Start Menu once they've logged into their ISP.

Third, we verify that cookies are enabled.  Cookies must be enabled within the browser for the portal to work correctly. 

In Internet Explorer, check Tools | Internet Options | Privacy; verify that the setting is not set to Block All Cookies. 

In Netscape, check Edit | Preferences | Advanced, verify the option Accept All Cookies is selected.

What do we do when a student has forgotten their WildCat Account password?

If the student remembers their Challenge question/answer – go to http://departments.weber.edu/it/eServices, select WildCat Account Setup and Maintenance, enter requested information. They will be able to reset their password.

If the student doesn't remember their Challenge question/answer:

If it is during standard business hours and the student is able to get to campus with picture ID they can either go to Registration Window (to have question reset) or Service Desk (to have password reset).  Once the password is reset, the student can log in to the portal and change their Challenge question/answer.

During other hours and the student is able to get to campus: call the Service desk at 801-626-7777, arrange to meet with operator in Tech Ed Building, with picture ID (for password reset only).

If it is during standard business hours but the student cannot get to campus:  call the Registration Office at 801-626-7778; a series of questions will be asked to verify identity, then the Challenge question will be reset.