Frequently Asked Questions (FAQ)

The following FAQ list contains questions and situations that tend to arise the most at the Help Desk. Through this online database, most issues can be resolved right away by the client. If you have any additional questions after reading through this FAQ listing, please contact the Help Desk.

Click on the frequently asked question most related to your inquiry, and you will be quickly linked to the answer of that question.

 

General Accounts
Current Students
Faculty + Staff
Incoming + Prospective Students + Their Parents

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General Accounts

When I try to log into the Portal, I get an Authentication Failed error message.

Are you using your username (first part of your email before the @ symbol) and your correct password? If so, and you are still experiencing difficulties, please contact the Help Desk so that we may assist you with this issue.

When I try to log into the Portal, I get a WWC error message.

Do not worry, as there is nothing wrong with your account. Please contact the Help Desk so that we can write a ticket for the Accounts department to fix this error for you.

When I try to log into the Portal, I get an Oracle page instead of the Portal home.

Do not worry, as there is nothing wrong with your account. Please contact the Help Desk so that we can write a ticket for the Accounts department to fix this error for you.

I do not remember my username and/or password.

For your privacy and security, please contact the Help Desk so that we may provide you with the needed information.

When I try to log into WebAdvisor, I get a message saying I was not found in the registry.

This message indicates that WebAdvisor access is not yet activated for your account. Please contact the Help Desk so that we can write a ticket for the Accounts department to activate this service for you.

I am having issues with WebFolio…

Please check with your instructors of the respective class if you are having problems uploading to WebFolio. All WebFolio account issues can be directed to Dr. Paul Gathercoal at (805) 493-3021, or via email at gatherco@callutheran.edu.

Current Students

I cannot connect to the wireless network.

On several computer systems, there is a switch to turn on and off your wireless card. Please make sure the switch is turned on. You may also try refreshing the network list to see if your computer recognizes the CLU wireless network. To do so, complete the following steps (PC).

  • At the bottom right of your screen near the system clock, right click on the Network icon and choose “View Available Networks”.
  • Click on the link that says “Refresh”
  • If you see the CLU network come up in that list, it means that your computer recognizes the connection. Highlight the network and click the button that says “Connect”.

 

If you are still experiencing difficulties, and/or have a computer that does not recognize the network, you can bring in your laptop or desktop tower to the Help Desk, Monday – Thursdays 8 AM – 6 PM, or Fridays 8 AM – 5 PM (except holidays). We can help you set up wireless connections free of charge.

I cannot get on the internet.

Please contact the Help Desk so that we may schedule a time for our technicians to come out to your room to check your connection. Also, be sure to check to see if your other roommates are experiencing internet troubles too, and check to see if you can get signal in another area of the residence hall (lobby, etc.).

Does CLU sell discount software to students?

Unfortunately, CLU does not directly sell discounted software to students. However, we do provide students with several links to websites in which they can purchase software at an educational discount. Those sites can be found at the following addresses:

Journey Ed

http://www.journeyed.com/aiccu/

Foundation for California Community Colleges

http://www.foundationccc.org/

I think I have a lot of viruses and/or spyware on my computer.

As a service for students, ISS can rid your computer of both viruses and spyware for a fee of $25 that is charged to your student account. Bring in your laptop or desktop tower to the Help Desk, Monday – Thursdays 8 AM – 6 PM, or Fridays 8 AM – 5 PM (except holidays), and we will thoroughly clean your system.

My computer has a hardware problem... Can I bring it in for you to fix?

Unfortunately, ISS does not handle hardware problems for student / personal computers. Stores like Best Buy and Circuit City, both of which are local to the campus, can provide you with the assistance you need to get your computer running smoothly again. Also, be sure to check whether or not your system is still under warranty; if it is, you more than likely will be able to have the company (Dell, HP, etc.) fix it for little or no cost. Please contact your respective computer companies for more information regarding repairs covered by warranties.

I am a recently admitted student, but cannot log into the Portal.

Are you using your username (first part of your email before the @ symbol) and your correct password? If so, and you are still experiencing difficulties, please contact the Help Desk so that we may assist you with this issue.

What time is the Help Desk open until?

The Help Desk hours are as follows (with the exclusion of holidays and other specific campus events):

Monday – Thursday 8 AM – 6 PM

Friday 8 AM – 5 PM

Closed Saturday & Sunday

Emails for the Help Desk can be sent to helpdesk@callutheran.edu

What time is the Library open until?

Please check the main Pearson Library website for the most current schedule, as times tend to change. The website is http://www.callutheran.edu/iss/about/about_isshours.php.

I am having problems sending / receiving emails.

Please contact the Help Desk so that we may assist you with your email difficulties.

I want to forward my email to another email account.

To forward your email, simply go to http://www.callutheran.edu/mail, and click on the “Setup a Forward Message” link on the right-hand side of the page. Fill out the small form, click “Submit”, and you are all set.

The phone in our dorm room / house does not work.

Please contact the Help Desk so that we may have Telecom assist you with your phone difficulties.

I have run out of print allowance on GoPrint.

GoPrint allowances are handled by Amy Downing and Chris Hughes at the Circulation Desk in the Library. Please contact them at (805) 493-3937, and they will be happy to assist you.

I cannot log into the Library Resources.

Online Library Resources and Databases are services provided through CLU for their campus community. On-campus computers have instant access to these resources. However, when trying to log into these from off-campus, you need to first log in through your MyCLU portal. Once in your Portal, click on “Library Resources” in the horizontal purple line across the top of the webpage.  You will then be able to access the resources you need by clicking on their respective links on the right-hand side of the Pearson Library Research Resources page.

Are we experiencing any outages?

All known outages will be listed on the Outages page of the Help Desk site.

How do I pay my tuition and other fees online?

CLU has an online service that lets students pay their dues over the internet. To sign up for this service, contact the Business Office at (805) 493-3180 or visit the Student Accounts website at http://www.callutheran.edu/student_accounts/ and click on the link next to the NetPay graphic. For any difficulties signing up for and/or using the service, please contact the Business Office directly.

Faculty + Staff

I cannot print to my office printer.

To check to see if your printer is connected to your computer (PC), open up the Control Panel and click on the icon that says Printers and Faxes. If you see your printer there, but it does not have a black checkmark next to it, right-click on the printer and select “Set as Default Printer”. If you do not see the printer you are looking for, or if you are still having difficulties, please contact the Help Desk.

I cannot view a drive on my computer.

Usually, just a hard shut down (shut down the computer completely rather than just restart) and reboot will bring the drive back up on your computer. If a shutdown and restart does not fix the problem, please contact the Help Desk. 

My office extension / phone is not working properly.

Please contact the Help Desk so that we may have Telecom assist you with your phone difficulties.

Do you have software available for faculty members?

We do supply software at a departmental charge for faculty work computers only. Prices differ depending on the software. To find out what software we have available and their prices, please contact the Help Desk.

Do you install software programs?

Please contact the Help Desk with your inquiry and specific program that you would like to have installed.

Can I order a new printer / computer / etc.?

Please contact the Help Desk with your inquiry and what specific piece(s) of equipment that you would like to purchase.

I cannot log into Outlook (program).

Have you changed your password recently? If so, you might have to update Outlook with your new login password. If you are still experiencing errors, or have another issue that is preventing you from getting in, please contact the Help Desk.

I cannot log into Outlook (online).

One of the main reasons that prevents logging in to Outlook online is the cookie setting (i.e. the login screen “refreshes” itself after you try to log in). To fix that issue, simply follow these instructions (PC):

  1. Open up Internet Explorer and go to Tools à Internet Options
  2. Go to the Privacy Tab and under Settings, select the Advanced button
  3. Check the box that say “Override automatic cookie handling” and click OK
  4. Log out and log back in to the Portal and it should work fine.

You can always try typing the following url into the address bar as well: http://outlook.callutheran.edu

As a friendly reminder, WebMail will no longer work properly once you have been switched over to Outlook.

I am having problems sending / receiving emails.

Please contact the Help Desk so that we may assist you with your email difficulties.

My computer will not start.

If all of the wires seem to be securely in place on your machine, and it still does not turn on, please contact the Help Desk so that we can get a technician to your office as soon as possible to assist you.

I want to forward my email to another email account.

With the Outlook system, the online setup of forwarding your email will not work. Please contact the Help Desk so that we may put in a ticket to the Accounts department to have them set up mail forwarding on the sever side for you.

How do I set up an out-of-office message on my phone?

Accessing your Phone Manager differs slightly between accessing it from your extension on-campus and accessing it away from your desk off-campus. From off-campus, dial (805) 493-3700. The voice prompt will ask you to input your mailbox number (your extension + 0), then your security code. From on-campus, dial x3600, and input your security code. Then complete the following steps:

  • Press 3 to access the Phone Manager.
  • Press 1 to access personal options.
  • Press 3 to record a personal greeting.
  • Press 3 to record your Out-of-Office greeting.
  • Follow the voice prompts.

Please remember to remove your Out-of-Office greeting when you return to the office.

How do I set up an out-of-office message on my email?

With Outlook, there are two ways to set up an Out-of-Office message. You can either do so on your Outlook program, or through Outlook online.

Through the Outlook program:

  • Go to Tools and choose Out of Office Assistant
  • Bullet “I am currently Out of the Office”
  • In the white box directly below that, type the message that you would like to be sent as your AutoReply.

Through Outlook online:

1.   Click on “Options” in the list of vertical links on the left side of the page.

2.   The first option you see is Out of Office Assistant

3.   Bullet “I am currently Out of the Office”

  • In the white box directly below that, type the message that you would like to be sent as your AutoReply.
  • Click “Save and Close” on the very top of the page.

Please remember to remove your Out-of-Office greeting when you return to the office.

I am having difficulties using a program.

Please contact the Help Desk so that we may assist you with your email difficulties.

My phone is not working.

Please contact the Help Desk so that we may have Telecom assist you with your phone difficulties.

Are we experiencing any outages?

Any and all known outages will be listed on the Outages page of the Help Desk site.

I am experiencing difficulties using ERes.

[EILEEN AND/OR AMY TO ANSWER]

Incoming + Prospective Students + Their Parents

How can the Help Desk assist me?

Students may contact the Help Desk about telephone, network, wireless network, and software questions and password problems, hardware problems, and general consultation.

Our Help Desk includes phone, email, and walk-in computer support for all students at California Lutheran University. The Help Desk is located in Pearson Library on the main campus.

I cannot log into the Portal.

Are you using your username (first part of your email before the @ symbol) and your correct password? If so, and you are still experiencing difficulties, please contact the Help Desk so that we may assist you with this issue. If you are listed as a prospective student, the MyCLU Portal will not work for you just yet, and will be available to you as soon as all of your paperwork is turned in.

I am buying a computer for my son / daughter; what are your recommendations?

[TECHS TO ANSWER]

Are we experiencing any outages?

All known outages will be listed on the Outages page of the Help Desk site.

How do I pay my tuition and other fees online?

CLU has an online service that lets students pay their dues over the internet. To sign up for this service, contact the Business Office at (805) 493-3180 or visit the Student Accounts website at http://www.callutheran.edu/student_accounts/ and click on the link next to the NetPay graphic. For any difficulties signing up for and/or using the service, please contact the Business Office directly.

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To contact the Help Desk, call or email us at:

Phone: (805) 493-3698
Email: helpdesk@callutheran.edu

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