Frequently Asked Questions
The Office of Technology Services answers many questions asked by the Concord community on a daily basis and has derived this list of frequently asked questions to provide easy access to common solutions. If you cannot find a solution to your problem here, please contact the Help Desk or suggest an update to the Knowledge Base.
1. MyCU Account
1.1 - How do I get a MyCU account?
Your MyCU account is automatically generated when you are accepted at the University. You can look your username and password up online by going to the MyCU login page and selecting the “What’s my Concord ID” link. This link will show you your username, id# (which is your default password), and your full email address.
1.2 - How do I change my MyCU password?
If you just want to change your password and know what your current one is, simply log in to your account and hit the “My Account” link located at the top, under the Bell Tower. The first option you will see is the change password one. You will enter your current password in the first field, then enter a new one in the next two fields, finally you will hit “save changes”. You have now changed your password.
1.3 - What if I forget my MyCU password?
You will be prompted to change your MyCU password at the second login attempt. The first login is when you will set up your hint questions/answers for future password resets. Once you set up these questions, you may reset your own password at any time from the login screen by entering your username then hitting the” forgot password” link. If you answer all of the questions correctly, then you will be prompted to change your password.
1.4 - How do I open my email attachments in MyCU?
In order to open and send attachments through email in MyCU, you must first log into your email through mail.concord.edu. Once inside, you will go to the “Settings” tab, then you will find the “old style attachments” box located close to the bottom of the screen. Make sure there is a check mark in that box, then save the changes. You only have to do this once, then from that point forward you should have no problems with email attachments in MyCU.
1.5 - Where do I find “Ellie” on MyCU to check grades, register for classes, and see my financial aid?
Ellie, which is our self service system, can be found by logging into your MyCU account. The link is located about halfway down the main page and has a yellow folder beside it that says “Banner Self Service”. Once you click on this folder, it will expand and you can then select different folders based on what you want to do.
2. Concord Email
Revisions to this section are coming soon due to the upgrade to Live@Edu. Check out our Live@Edu page for more information.
2.5 - What should I do if I think my email account has been compromised?
It is your responsibility to keep your username and passwords confidential; our Email Policies can be found by going to Policies and Procedures. If you ever suspect that your account has been compromised, please contact the IT Help Desk as soon as possible.
2.6 - What should I do if I can’t receive emails?
If you are unable to receive emails, please check the following: If it is from one individual email address, please verify that you have not ‘Black Listed’ that address. You can check this by going to the ‘settings’ tab and selecting the ‘Server Rules’ option located in the left margin. If the address has not been black listed, then verify that the send has your correct email address with the correct spelling. If you are not receiving ANY emails, then verify that your account is not full by checking the status bar located at the top of your inbox. If your account is full, the bar will be red and you need to clean out your inbox as well as all of your other folders. Every folder counts towards your quota, including the sent folder and the trash folder. Look for large email attachments, such as pictures; these take up lots of your email space and should be saved to your computer if you want to keep them, not your email. If you have any questions or problems with receiving emails that aren’t fixed by doing these things, please call the Help Desk.
2.7 - Can I keep my CU email after I leave or finish school?
Concord University Alumni are allowed to keep their CU email accounts for as long as they like. If you leave the school without receiving your diploma, your account will be deleted.
2.8 - What if I get married and my last name changes?
If your last name changes and you would like to request a new email account, please contact the Help Desk. We will allow you to receive a new email address with your new name, however, the old account will be deleted after 7 days.
3. Blackboard
3.1 - How do I log into my Blackboard account?
You can log into your Blackboard account for online courses by going to the MyCU login page and clicking the purple link located below the login box that says “Click here to access Blackboard”. You may also access Blackboard by going to www.concord.edu , locate the “Quick Links” drop down box in the upper right corner, then select the Blackboard link from the list.
3.2 - How do I change my password?
You will be prompted to change your password at the first log in attempt; as well as asked to set up a hint question/answer that can be used if your password is forgotten. After that, if you know your password, but would like to change it, simply log into your Blackboard account then go to the “My Settings” link located in the upper right corner of the screen.
3.3 - What if I forget my Blackboard password?
If you have forgotten your password, you may click the blue link located on the log in screen that says, “Forgot your login information?” Hitting this link will reset your password and email it to your Concord Email account. PLEASE NOTE: This link only works if you set up the hint question/answer that is part of the initial password change at the first log in. If you select that link and have not set up your hint question, then your password will be reset, but nothing will be emailed to you, therefore you will not be able to log into your account. If this happens, please call the help desk to have your password reset.
3.4 - What if I can’t see my class when I log into Blackboard?
Instructors are responsible for enrolling their students into Blackboard. If you log into your account and do not see a course that you feel should be there, please contact your professor for assistance. If they are unable to get you enrolled, then they can contact the help desk for assistance.
3.5 - What if I can’t access an assignment, a video, or any other type of multimedia presentation through Blackboard?
It is very important that you make sure your browser is compatible with Blackboard and that it has a program called Java installed. Without Java, many of the multimedia presentations and functions of Blackboard will not work. If you are on campus, the computers should all have a current version of Java running. If you are off campus, you may need to download the free version of Java by going to www.java.com. If your browser or Java do not seem to be the problem, please contact the help desk for further assistance.
4. Lab Computers
4.1 - What information do I use when logging into a lab computer?
You log into a lab computer on campus with the same information that you use for MyCU. Please note: If you change your password on MyCU, it changes for lab computers as well; the accounts are tied together.
4.2 - What should I do if I can’t save to the ‘my documents’ folder on a lab computer?
If you cannot save to your “My Documents” folder, please contact the help desk.
4.3 - What happens if I can’t get logged into the computer with my information, but I know that it is correct?
If you are in a lab and are trying to log into a computer, but it won’t accept your login information, simply shutdown the computer and allow it to reboot. If after the reboot, it still will not accept your log in information, please contact the help desk.
5. Housing Technology
5.1 - Is there wireless access on campus and in my dorm room?
Wireless access is available in all Campus buildings. In the dorms, wireless access is available in the lounge areas, but not in the dorm rooms themselves.
5.2 - What if the internet in my room isn’t working?
If your internet in your room isn’t working, please contact your RA, RD, or the housing office. There is an IT Technician that works for housing who will be contacted with your problem.
5.3 - My internet jack is hanging out of the wall, who do I call?
Contact the housing office and they will notify the housing IT Technician, who will then come by your room and repair your jack.
5.4 - I want to connect my gaming station to the network, how do I do this?
Contact your RA, RD, or the housing office and the IT Technician will be notified of your request to set up your gaming system.
5.5 - The internet is running very slowly, what should I do?
During times of high traffic, it is not unusual for the internet to slow down. Please remember that all internet traffic that is academic in nature is given priority over recreational traffic; therefore, if you are trying to use Xbox Live or are trying to download music, you may notice that the internet is running slower for you than for your roommate who may be doing research for a class paper.
6. Software
6.1 - Does the University provide antivirus software to students?
We currently do not offer antivirus software to students. We do however, recommend using Microsoft Security Essentials to hel keep your computer protected. You can find a link to this software on our Software Downloads page.
6.2 - Does the University offer Microsoft Office or other programs to students?
Concord University does not currently have a license to offer Microsoft Office to students. However, students may go to www.journeyed.com and select Concord University from the list of schools to receive a discount on Microsoft products as well as other software packages.
7. Hardware
7.1 - My personal computer or laptop won’t turn on, can someone there fix it for me?
We do not provide hardware support to students at this time. If your computer is still under warranty, you should contact the manufacturer for help. If it is not under warranty, you will need to take it to a computer shop for repairs.
7.2 - What should I do if my computer gets infected with a virus and I cannot clean it up myself?
If your computer appears to be infected with a virus, you will need to run an antivirus scan and/or a malwarebytes scan to check for spyware. If this doesn’t help, then you will need to take it to a repair technician.
8. Library
8.1 - What databases can I access from home if I'm not on campus?
The following databases currently offer remote access :
- Infotrac
- Ebsco
- America's Newspapers
- JSTOR
- PsychInfo
- AtoZmaps
8.2 - How do I log on to the databases which offer remote access from home?
Remote access requires a username/password combination which you can request from the library by phone or
stopping by the circulation desk to pick up a printed list with each database and username/password combo listed
above in question 8.1
8.3 - Where do I log onto the library catalog?
- The direct link to the library's catalog is http://catalog1.mln.lib.wv.us/
- The link to the library's catalog can be found on the library's homepage located at http://library.concord.edu
8.4 - What programs are installed on the library's computers for students to use?
Microsoft Office 2007 Word, Excel and Powerpoint are installed on all library computers.