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About > Important Offices & Centers > Technology Services > Help Desk & Support

Help Desk & Support

The IT Help Desk is Concord University’s single point of contact for all technology related issues for students, faculty, and staff.  If you encounter a problem with anything from accessing email to using Blackboard or Banner, the IT Help Desk is here to offer the technology support that you need.  We encourage you to look through our Frequently Asked Questions section when a problem arises; you will find answers to many of the most commonly asked questions there.  If you are encountering an issue that isn’t covered in the FAQ, then please contact the IT Help Desk either by phone, email, or in person.
Campus Wireless

Two primary wireless networks are used and supported by IT Services, CUPUBLIC and CUSECURE.  In the residence halls, the wireless networks are provided and maintained by Technology Services.  All other wireless networks should be avoided and could be used to steal your personal information.

CUPUBLIC provides an open, unsecure connection for guests and friends of CU and cannot be used to connect to shared resources or network connected devices.  After connecting to CUPUBLIC you must read and accept the Terms of Service before you can proceed.

CUSECURE provides the highest secure, encrypted connection using WPA2 and 802.1x authentication and is required to access any campus shared resource or connected devices.  It is available for students, staff, and faculty.

Rogue Wireless Devices
To maintain the security of our wireless network we do not allow personal access points and wireless routers to be used.  The use of such devices can be detected and will be disabled if shown to be a threat.

Requesting Wireless Service 
While we extended Wi-Fi to all main campus buildings in 2017, if you require wireless access happen to be in an area of campus not covered, please contact the helpdesk at x5291 to request service for your area.  Note we have limited expansion capability.

Campus Wireless Policy

Office 365
Concord University has partnered with Microsoft to offer Office 365 to students, faculty, staff, and alumni. Office 365 provides email, calendar, online document editing, document storage, and other features that includes 50Gb of mail storage and 1Tb of document storage via OneDrive. Students are given accounts upon admissions acceptance and given access to MS Office for their enrollment period.  Office 365 is also available to our Faculty, Staff and Alumni, see below for more information. You may access your Office 365 account at mail.office365.com.
 

Tutorials and Info

Office 365 Training Center

Setup Office 365 on your Android Phone or Tablet

Setup Office 365 on the Outlook for android app

Setup Office 365 using IPhone or IPad IOS mail app

Setup Office 365 using Outlook for IOS app

Setup Office 365 on your Blackberry Device

Setup Office 365 on your Windows Phone

Setup Outlook 2013/2016 for Windows with Office 365

Setup Mac Mail with Office 365
 

IMAP and POP3 request form

How To Send an Attachment Using Office 365

How To Share Large Files Using OneDrive 
 

How to Use Email Message Encryption

 

Information And Support

If you have questions or problems concerning your Concord Office 365 account please call the Concord IT Helpdesk at 304-384-5291 or email cuhelpdesk@concord.edu

Microsoft Office for Students

Available to enrolled students only, Concord has joined Microsoft's Student Advantage Program where enrolled students at CU can download and install the latest full copy of Microsoft Office for windows or mac on up to five machines as well as run the iPhone or Android editions of Office Mobile.  Here is how it works:

Students enrolled at Concord are licensed and eligible to download and use the full version of Microsoft Office for as long as they are an enrolled student at CU.  If you do not return to CU (excluding summer terms) or graduate from CU your license to use Office is removed, this is per Microsoft's licensing terms.  When the license is removed you will see 'Your subscription has expired' in about 24 hours and Office will enter a 'reduced functionality mode' which means you may only do basic functions like view, print and basic editing. 
Note: It is important that the machines Office are installed on have internet access as Office will contact the licensing site periodically to verify your license status, if it cannot contact the site within a short period of time it will deactivate and enter 'reduced functionality mode'.

To install Office, students login to their Office 365 account at http://mail.office365.com
Important Note:  **  If you already have a licensed version of office installed on your PC you may not need to install this version of Office, you already have the same software we are providing you.  If you have a trial version of Office or want to upgrade from an older version you have, it is highly recommended that you first uninstall all current versions of Office from your machine, restart, then proceed with the Office installation. Uninstalling current versions of Office first will help prevent installation and usage problems.

To Install: 

  • after login, click on the App Launcher icon (looks like a tic-tac-toe grid) in the upper left
  • next click on Office 365  -> to the right of the app launcher icon
  • this will take you to the Office 365 page, click on the Install Office drop down menu in the upper right of the page and choose Office 365 apps to install the full suite.  Choose Other Install Options for a different language or to install other apps.
    Office 2016 will download and install in the background. 
     

You can install Office on up to five computers that you use.  On the sixth attempt to install you will get a message that you need to deactivate a current installation before installing another, you may manage your installations from the Office > Software page.

Office Training Tutorials can help you get started learning your new Office installation: 

                     1)  Office Application Training
                     2)  Office Quickstart Guides

Frequently Asked Questions
Q:   What is Microsoft Office for Students?
A:   Office for Students is a software subscription available via a partnership between Concord University and Microsoft’s Student Advantage Program to provide the full version of Microsoft Office to current students at no cost for their enrollment period.​
Q:   Can I get Office for Students?
A:   Yes you can, when you enroll at Concord you are automatically assigned an Office 365 account and a license that allows you to download and use Office on up to five of your machines, windows or mac.  There are also mobile versions available.​
Q:   How do I download it?
A:   To install Office, login and click on the App Launcher icon (looks like a tic-tac-toe grid) in the upper left then click on Office 365  -> to the right of the app launcher icon. This will take you to the Office page, click on the Install Office drop down menu in the upper right to choose your installatian.
Q:   How long can I use Office for Students?
A:   Your license permits you to use Office as long as you remain an enrolled student at Concord University.  Upon graduation your license will be removed.  If you do not graduate and fail to enroll for the following semester (summer is not counted) then your license will be removed after the start of classes for that semester.
Q:   What happens when my license is removed?
A:   When your license is removed all your installations of Office will display a ‘Your Subscription Has Expired’ message and Office will enter a reduced functionality mode.  This means you may only open, print, and do basic editing of your documents.  You will not lose any documents created and at this point you may purchase your own license to continue using Office or you may uninstall it.
Q:   How can I get more information about Office for Students?
A:   You can visit this Support Page or you can contact the IT Helpdesk at (304) 384-5291 or cuhelpdesk@concord.edu

 

Information And Support

If you have questions or problems concerning your Concord Office 365 account please call the Concord IT Helpdesk at 304-384-5291 or email cuhelpdesk@concord.edu

Phishing Email and Identity Protection

Phishing emails are messages used by hackers and thieves trying to "fish" for personal or financial information.  They then use that information to commit identity theft, gain access to your accounts, and hack your computer.  Phishers are becoming much more sophisticated and convincing, making it even more important for users to be vigilant in identifying and protecting themselves from these scams.

To help guard against phishing attacks and identity theft, please make note of the following when viewing email:

  • No one needs your password. Emails asking you for personal information should be a red flag. There is simply no need to ever give anyone your password.  Do not reply to any email or complete any form asking for your password, no matter how urgent they make it seem.  This especially holds true to email appearing to come from Concord's Technology Services or helpdesk, we have no need to ask you for your password.
  • Think before you click.  Be very careful clicking links in emails no matter how legitimate they look, what they say and where they go can be very different. Scammers can easily redirect you to a malicious site that installs malware or ransomware on your pc.  If the link is from someone you know, check with them first before clicking and make sure they really sent it, and that their account was not compromised.
    Never click a link to change your Concord password, only change it at mypass.concord.edu (hand type the url) or call the IT Helpdesk for assistance.
    If you absolutely must know where a url goes, hand type it in the address bar, don't click it. 
  • Avoid unexpected attachments. If you receive an attachment that you are not expecting, don't open or download it.  If you know the person sending it, contact them through other means (don't reply) and ask them if they really sent the attachment.  Otherwise it's best to just delete it.
  • Look at the sender's email address. If you receive an email from someone with a name you know but the email address doesn't look right, be skeptical.  For example, if you receive an email from Apple and the sender's address is applesupport567@hotmail.com, this is clearly not from Apple and is a scam. 
  • Don't send social security numbers in email.  If you are an employee or student at Concord, use your 774 ID number only.  If it's necessary to give your SSN, do it in person, discretely,  or encrypt your email, see www.concord.edu/encryption for more information on email encryption.  Technology Services has safeguards to prevent the sending of social security numbers in email, but these are only effective when using university email, the best security is to simply not do it.
  • Warning signs and red flags.  Sometimes the bad guys generate a very authenticate looking phishing email or scam.  Fortunately for us, the majority of phishing emails will have poor grammar, spelling errors, and poor syntax, or just doesn't make sense, this should be a red flag to you. 
    Another flag is if you were cc'd on an email but you don't personally know the other people.
    Asking for personal or account information should be a huge red flag that the message is a phishing attempt. 
    Be skeptical and look over email closely before clicking or replying. 
  • Additional steps to take.  Make sure the most recent updates are installed on your operating system.  As an added layer of defense, internet security software is never a bad idea, but don't completely rely on it to protect you.  Do some research on the top internet security software, many software magazines and websites review them on a regular basis.

 

There is no single fool-proof way to avoid phishing attacks, so if you are still unsure of an email you have received, contact the IT Helpdesk at 304-384-5291 (cuhelpdesk@concord.edu) and we will assist in determining its safety.  Also, if you are aware of a phishing email circulating among your friends or coworkers, please report it to the helpdesk.

MyCU Account

MyCU Account Activation –Please see below video for information on how to activate and use your MyCU account.

https://youtu.be/EJa_17P6cOk

MyPass

Concord University recognizes its obligation to responsibly handle sensitive information related to students, employees, and affiliates of the University. To assist in safeguarding such information, the University has implemented new password management software.  This software, called MyPass, is designed to give faculty, staff, and students the ability to not only change the password on their accounts whenever they choose, but to also reset and unlock their accounts when situations arise where they are unable to log in due to incorrect or unknown passwords, or, when their accounts are locked. End users no longer have to wait for a time when the IT Help Desk is open to get assistance with accessing their accounts, they can now take matters into their own hands and change, reset, and/or unlock their own accounts whenever necessary. Some highlights of MyPass are as follows:

  • MyPass can be accessed by going to accounts.concord.edu 
  • Users must be enrolled in the software before they can use it.  
    • All current CU students have been automatically enrolled into the software, and their security questions/answers have been pre-populated based on data stored in our database.
    • Faculty and staff will need to enroll themselves by going to the webpage and clicking on the Enroll link.  
  • In order to reset or unlock your account you must answer the three security questions attached to your account on MyPass.  
    • Students may change their defaulted security questions to any of their choosing by selecting the Re-Enroll link.
    • When enrolling or re-enrolling all users can choose from either pre-defined questions, or they may create their own.
  • In order to change your password you must know your current password.  

Password Guidelines

As part of the MyPass introduction, the University has also implemented a set of new password complexity guidelines.  The following guidelines must be met when changing and resetting your password:

  • Passwords are to be a minimum of 10 characters and are to include three of the following conditions:
    • Uppercase letter
    • Lowercase letter
    • Number
    • Non-alphanumeric character (#, $, %, !, etc.)
  • Passphrases should be used when possible because they can be easier for a user to remember, while at the same time being harder for a third party to crack.  A passphrase is a set of words that should include the following:
    • Numbers
    • Special characters
    • Uppercase letters
    • Lowercase letters
  • Individuals with local administrator access, or those that use a laptop should adhere to the guidelines above. 
  • Individuals may not use any of the 5 most recent passwords used on the account, even if the password meets the new complexity guidelines. 

***It is important to remember that commonly used passwords such as 'Concord''Password''1234', or your username can no longer be used.  All passwords must adhere to the above guidelines.  

Password Sharing- Under no circumstances should any University employee share their password with colleagues, student workers, students, or outside entities.  The Office of Technology Services will never request an individual's password.  If there is concern that your account has been compromised, please change your password immediately and contact the Technology Services Help Desk.

Personal Purchasing Recommendations

We, the Office of Technology Services, have no specific requirements regarding the minimum specifications of computers owned by students. We do, however, offer the following recommendations to you as a resource to be referenced when considering the purchase of computer hardware and software for student use.

 

Desktop Computers - Updated August 2018

  • Memory (RAM) - 4GB Minimum, 8GB preferred
  • Processor (CPU) - Intel i5 or i7, Dual or Quad Core.  
  • Graphics - Integrated Intel HD Graphics or Dedicated NVIDIA or ATI Graphics Card with 512GB Video Memory
  • Minimum Display - 22" Wide Screen (Quantity 1) Minimum (Quantity 2) for Enhanced Multitasking
  • Storage (Hard Drive) - 500GB Minimum
  • Networking - 100/1000MB Ethernet
  • Operating System - Microsoft Windows 10 or Apple OS X 10.13 (High Sierra)
  • Software - Microsoft Office 2016, which can be downloaded through your Office 365 account.
  • Warranty - 3 Years Minimum,4 Years Recommended

Laptop Computers

  • Memory (RAM) - 4GB Minimum, 8GB preferred
  • Processor (CPU) - Intel i5 or i7, Dual or Quad Core.   Graphics - Integrated Intel HD Graphics or Dedicated NVIDIA or ATI Graphics Card with 512GB Video Memory
  • Minimum Display - 15.1" Wide Screen Optimal for Balancing Portability and Usability
  • Storage (Hard Drive) - 500GB Minimum
  • Networking - 100/1000MBit Wired Adapter and 802.11 a/c Wireless Adapter
  • Operating System - Microsoft Windows 10 or Apple OS X 10.13 (High Sierra)
  • Software -  Microsoft Office 2016, which can be downloaded through your Office 365 account.
  • Warranty - 3 Years Minimum, 4 Years Recommended

Recommended Peripherals

  • USB Flash Drive - 8GB Minimum for transferring files between computers.
  • USB External Hard Drive - Of capacity equal to or greater than your desktop or laptop hard drive for a place to back up data.
  • Webcam - Instructors may choose to conduct virtual class meetings with video-conferencing software in which you may participate

*To prevent the possibility of failing USB and External Hard drives, we recommend you take advantage of the free 1TB of cloud storage available in your Office 365 OneDrive account.  This storage space can be accessed on any computer once you login to your Office 365 account online.  

 

Recommended Antivirus Software

If your computer is running Microsoft Windows 7, 8 or 10 and if it has no antivirus software installed or it does have antivirus software but your subscription for updates has expired, we recommend you protect your computer with some type of antivirus software as soon as you can. There are several different free vendors that you can use, such as Avast and AVG, that will provide sufficient protection for your computer. 

If your computer is an Apple product, we recommend protecting it with antivirus software as well. Several products are offered free of charge and of those we recommend Comodo and Sophos for OS X. Symantec offers antivirus software for OS X also which you can purchase from them directly.

Also, If you are experiencing unwanted pop-ups, ads, or your computer is acting slow, please take advantage of the free software called MalwareBytes and CCleaner.  These two tools will clean your computer of malware and increase its overall performance.

We, the Office of Technology Services, can only provide technical support for Concord University owned resources at this time. We apologize for any inconvenience this may cause. Please do pursue warranty service through your warranty provider, if possible and needed. If your warranty has expired, please consider seeking assistance from a local computer service center.

Concord University employees seeking assistance purchasing technology with Concord University funds, please contact the Office of Technology Services Helpdesk at 304-384-5291 (simply dial 5291 from campus phones) to request hardware and software consultation. Concord University employees seeking assistance making personal purchases, feel free to reference the material above as the recommendations herein are applicable for your needs as well and thank you.

Normal Hours of Operation:

Monday-Friday, 7:30 a.m.-4:00 p.m.
Holiday/Summer/Semester Break Hours of Operation:

Monday-Friday, 8:00 AM- 4:00 PM

Walk-in Location:
2nd Floor of the Rahall Technology Center, Room 254.

Phone Numbers:
On Campus – ext. 5291
Off Campus – (304) 384-5291

Email: cuhelpdesk@concord.edu

Software Downloads

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