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Accounts & FAQs

General Support & Frequently Asked Questions

1. General FAQs

1.1. Who do I contact if I need help?

All computer and technical issues should be reported directly to the Helpdesk. Calling and reporting problems to individual OIT staff members may delay the resolution of your problem. Therefore, it is essential that the Helpdesk be notified so your request can be evaluated and assigned to the proper OIT personnel.  You may also submit a support request using our online form.

Location: Darden Hall 110
Hours: Monday - Friday, 8am - 5pm
Phone: (276) 376-4509
Fax: (276) 376-1045
E-Mail: helpdesk [at] uvawise.edu

1.2. Microsoft Home Use Program

All active UVa-Wise faculty and staff are eligible to participate in Microsoft's Software Assurance Home Use Program (HUP). This program enables you to get a licensed copy of most Microsoft® Office desktop PC applications to install and use on your home computer at a drastically reduced educational cost.  This program only covers Microsoft Office for Windows and Mac and not the Windows operating system or other Microsoft software.

Under the Home Use Program, you and our other employees who are users of qualifying applications at work (e.g. Office) may acquire a licensed copy of the corresponding Home Use Program software (e.g. Office) to install and use on a home computer. You may continue using HUP software while you are under our employment and as long as the corresponding software you use at work has active Software Assurance coverage.

Please note that some product and language versions may not be available at the time you place an order. For up-to-date information on the availability of Home Use Program software, please visit http://microsoft.com/licensing.

To access the Microsoft Home Use Program Web site:

  1. Go to http://hup.microsoft.com/ online.
  2. Select the country to which you want your order to be shipped to and choose the language for viewing the order Web site.
  3. Enter your full UVa-Wise e-mail address.
  4. Place your order online, and it will be shipped to the location you have chosen. Please note that a fulfillment fee will be charged to cover packaging, shipping, and handling costs.

Please note that home computer support is NOT included with this for home computers.  IT staff are not allowed to support home computers on work time.  Please consult www.microsoft.com/products for the latest information on system requirements for the latest version of Microsoft Office to insure that your computer will actually run well with the latest version.

1.3. Where do I go to update my campus emergency alert information?

The campus uses the Blackboard Connect campus alert system but your participation is voluntary.

The Alertsystem is only used for campus emergency situations and weather related announcements (schedule changes). Register phone, cell phone or SMS text number online at https://home.uvawise.edu/emergency-alert-system.

1.4. Who do I talk to if I cannot login to My UVa-Wise portal for grades and billing information?

The My UVa-Wise portal uses the same username/password login as your College email account. First, make sure you can login to email. If you can't login to your e-mail, reset your password by using our SMOP management tool. If you can get into your email account and still cannot get into your portal account, please email jcavadmin@uvawise.edu from your "@uvawise.edu" email account.  You may also submit a support request using our support form.

1.5. Where can I go to find out what computer systems, vendors and software UVa-Wise recommends for incoming students?

Bringing a Computer to the University of Virginia's College at Wise

Although it is not required, it is strongly recommended that students bring a personal computer to assist with academic pursuits including writing papers, preparing presentations, accessing course websites, and communicating with faculty, staff, and other students.

View the minimum specifications for personal computers on campus and for faculty and staff members for personal purchases

    OIT offers free Symantec Antivirus Corporate Edition for all UVa-Wise students (residential and commuter). 

    Dell Premier Web Site for UVa-Wise UVa-Wise/ Apple
    Store for Education

    College/Official Purchasing
    For Purchasing a computer, software, peripherals, etc. for official college or departmental use, the Office of Information Technology offers many knowledgeable staff members who can assist and advise you with your purchase.  For assistance in ordering computers, peripherals, or software you may contact the IT Helpdesk.

    1.6. How do I clear my browser cache?

    How to clear your cache in...

    Chrome


    Firefox


    Internet Explorer



    2. Campus Email

    2.1. Who can have a college email account?

    All students, faculty, and staff can acquire a college email account through the IT Helpdesk.

    2.2. How can I access my email account?

    Visit https://webmail.uvawise.edu and login with your campus username and password - you will need to have 2 step login setup see below:

    Please visit this link to setup your account for 2 step login:

    Setup Account

    ** Students you will need your Jenzabar number **

     

    For assistance with email contact helpdesk@uvawise.edu or submit a support request.

    2.3. Two Step Login for Webmail access

    Accounts & Access
    First-Time Account Activation Guide

     

    Please visit this link to setup your account for 2 step login:

    Setup Account

     

    ** Students you will need your Jenzabar number **

     

     

    For assistance with email contact helpdesk@uvawise.edu or submit a support request.

    2.4. Can I choose my email address login?

    Unfortunately you can not choose your email address login. Your UVa-Wise computing ID is a computer generated name which includes the initials of your full name, a random number, and a random letter.

    2.5. Will any faculty or staff member at UVa-Wise contact me for my password?

    UVa-Wise staff and faculty will never ask for your username and password over email. Never share your personal information (passwords, credit card, social security card information) over email.

    2.6. I received an "over quota" message, what does this mean?

    This happens when a user’s mailbox has exceeded the maximum allowable size. You will need to delete any unnecessary files from your account. You need to be sure and delete the files from the “Deleted Messages” folder as well. Items in “Deleted Messages” are counted against the quota and should be removed.

    The UVa-Wise IT staff will never ask for your account password via email.

    2.7. How do I setup my iPhone, iPad or Android phone/tablet for email/calendaring?

    The UVa-Wise email system fully supports connections from the iPhone and Android phones.

    1. UVa-Wise E-mail Setup for Android
    2. Open Settings, select Accounts
    3. Select Add Account
    4. You will be at the Set-Up accounts menu with several other social network icons.
    5. Select Corporate Sync or Exchange ActiveSync
    6. Enter your e-mail address and password in the required fields then click Continue at the warning screen
    7. In the domain\username field enter: uvawise\username
    8. Enter the server: webmail.uvawise.edu
    9. Select Next to set your synchronization settings
    10. Click Activate to enable the device administrator
    11. Continue clicking next until the setup is complete

    UVa-Wise E-mail Setup for iPhone / iPad

    1. Open Settings, select Passwords & Accounts
    2. Select Add Account
    3. Select Exchange
    4. Enter your e-mail address
    5. Select Next
    6. Select Configure Manually
    7. Enter your password
    8. Select Next
    9. Choose if you want Mail, Contacts, Calendar and Reminders on your phone
    10. Select Save


    2.8. How do I change my email password?

    You can reset your own password at our SMOP website using the following steps:

    Click "Reset Password/Unlock Account", enter your username and click "Continue"

    If your username is not found in the SMOP database, please call the IT Helpdesk at 276-376-4509

    You will be prompted with three questions:

    • Enter your birthdate using the EXACT format MM/DD/YY
      For example, if your birthday is August 3, 1997, you would enter 08/03/97

    • Enter the zip code you provided when signing up for classes

    • Enter your Jenzabar student ID number
      Once you have your student ID card (CAVScard) your Jenzabar number will likely appear in the format 000020626201. Your ID is found by removing the initial zeros and the last two digits.
      If you do not have a student ID card, please see your “UVa-Wise Account Created” email which will have your Jenzabar number listed.

    After answering the questions, click "Continue" to go to the "Set your new password" page.
    Create a new password that follows the password complexity requirements listed on the page.

    If you do not remember the answers to your security questions or need more assistance with your account, please email helpdesk@uvawise.edu or call the IT Helpdesk at 276-376-4509.  You may also submit a support request using our web form.


    2.9. Email - Clear Autocomplete list in Outlook

    Outlook Mail Client

    To remove entries from the AutoComplete list one entry at a time:

    1. Open a new email message.
    2. Type the first few characters of the AutoComplete entry that you want to remove.
    3. When the entry appears in the list of suggested names, move your mouse pointer over the name until it becomes highlighted, but do not click the name.
    4. When the "X" icon appears next to the highlighted name, click X to remove the name from the list, or press the Delete key on the keyboard.

    To disable AutoComplete or clear your AutoComplete list entirely:

    1. In Outlook 2010/2013/2016, click the File menu and select Options.
    2. In the Outlook Options window click the Mail tab.
    3. Scroll down to Send messages. Uncheck the Use Auto-Complete List to suggest names when typing in the To, Cc, and Bcc lines box.

          To clear the AutoComplete list, simply click the Empty AutoComplete List button. You’ll see a confirmation window about clearing the AutoComplete list, click Yes.

    Outlook AutoComplete should be completely disabled and any history that was in the auto-complete list should be completely erased (if you clicked the clear auto complete button).

    More information can be found on Microsoft's support site.

    2.10. Email - Archive Messages in Outlook

    From Microsoft Office website:


    By default, older Outlook items archived automatically on a regular interval. To learn more about AutoArchive, see Use AutoArchive to back up or delete items.

    You can also manually back up and archive items, in addition to AutoArchive or as a replacement. Manual archiving provides flexibility, and allows you to specify exactly which folders are included in the archive, and which archive Outlook Data File (.pst) is used.

    To manually archive Outlook items, do the following:

    1. Click the File tab

    2. Click Cleanup Tools.

    3. Click Archive.

    4. Click the Archive this folder and all subfolders option, and then click the folder that you want to archive. Any subfolder of the folder you select is included in this manual archive.

    5. Under Archive items older than, enter a date.

      Archive dialog box

    6. If you do not want to use the default file or location, under Archive file, click Browse to specify a new file or location. Browse to find the file that you want, or enter the file name, then click OK. The destination file location appears in the Archive file box.

    7. Select the Include items with “Do not AutoArchive” checked check box to include any items that might be individually marked to be excluded from automatic archiving. This option does not remove that exclusion from these items, but instead ignores the Do not AutoArchive check box for this archive only.

    Turn off AutoArchive

    If you want to archive only manually, you must turn off AutoArchive. Do the following:

    1. Click the File tab.

    2. Click Options.

    3. On the Advanced tab, under AutoArchive, click AutoArchive Settings.

    4. Clear the Run AutoArchive every n days check box.


    2.11. How to setup @virginia.edu Alias

    Creating an alias will allow you to receive messages sent to your @virginia.edu account from UVA.

    To create an alias you will need a NetBadge account.

    View or download instructions for creating an alias.

    2.12. How do I sign up for Mailing List emails?

    The various public lists available on the College's Mailman server can be seen at the list page: http://list.uvawise.edu/mailman/listinfo/

    How do I subscribe to a mailing list?

    Go to the list page and click on the name of the list you would like to subscribe to.

    Fill in your e-mail address in the form on the page, you can pick a password or choose to have one created for you.  You can also choose to receive e-mails from the list individually or to receive mail in a daily digest.

    After completing the form, you will receive an e-mail which will include instructions to complete the process.

    How do I unsubscribe from a mailing list?

    Go to the list page and click on the name of the list you would like to unsubscribe from.

    Under the Subscribers section, click the Unsubscribe or edit options button.  Enter your username and list password and click the Unsubscribe button.

    How can I customize my mail from the College Talk mailing list?

    Go to the list page and click on the name of the list you would like to customize.

    Under the Subscribers section, click the Unsubscribe or edit options button.  Enter your username and list password and click Log in button.


    How do I obtain my mailing list password?

    Go to the  list page and click on the name of the list you need the password for.

    Under the Subscribers section, click the Unsubscribe or edit options button.

    Enter your e-mail address and click the Remind button.


    3. Box Cloud Storage

    3.1. What is Box?

    Box stores documents in the could and allows you to access them on any devices from any internet connected location.

    3.2. How can I access my files?

    You can log in to your Box account at http://uvawise.box.com using your UVa-Wise username and password.

    3.3. What can I store in Box?

    Find out more about Box User Responsibilities & Data Restrictions

    3.4. Box Additional Information

    Additional information about Box guidelines can be found on the UVA ITS website.

    4. PaperCut

    4.1. Adding print money to your PaperCut account

    After purchasing a print money card from the bookstore, follow the instructions below to add the print money to your account:

    1. Open the PaperCut website ( http://sarc.uvawise.edu:9191/user )
    2. Click Redeem Card on the left side of the page
    3. Type the code from the card you purchased into the Card number section
    4. Click the Redeem Card button below the Card number section

    5. Wireless Network Access

    5.1. Wireless Networking at UVA-Wise

    The college provides wireless network service to address the increasingly mobile nature of technology in higher education. There are two wireless networks (WLAN’s) available on campus: CavsNet and CavsNet-Open.

    CavsNet provides members of the college community (with active email accounts) a more secure wireless service. This WLAN uses current security and encryption standards to protect information as it travels across the wireless network. Newer computers and operating systems should recognize and support these standards. CavsNet is the recommended WLAN for students, faculty, and staff to use.

    CavsNet-Open is an open, unsecured WLAN provided by the college for visitors and members of the local community to use without special setup or access requirements. Since this WLAN is open and unsecured, it is not recommended for any use that includes the transferal of sensitive information (e.g. purchases, online banking, posting grades, etc.).

    Wireless Network Availability

    The following buildings on campus offer wireless connectivity throughout:

    - Smiddy Hall

    - Zehmer Hall

    - Crockett Hall

    - Center for Teaching Excellence

    - Martha-Randolph Hall

    - Thompson Hall

    - Asbury Hall

    - Henson Hall

    - Commonwealth Hall

    - Culbertson Hall

    - McCraray Hall

    - Library

    - Bowers-Sturgill Hall

    - Resource Center

    - Cantrell Hall

    These buildings offer wireless connectivity in specific areas where mobility needs are more important:

    - Slemp Student Center

    - Darden Hall

    - Science Center

    - Dining Center

    - Wyllie Hall

    - Convocation Center

    - Gilliam Center for the Arts

    5.2. Connecting to CavsNet - Windows

    1. Open the Control Panel, click Network and Sharing Center, choose Set up a new connection or network, then choose Manually connect to a wireless network and click Next

    a. In Network name: type CavsNet

    b. Click the Security type and choose WPA2-Enterprise.

    c. The Encryption type: should automatically display AES.

    d. The first checkbox is optional. It can be checked to start this connection automatically or left unchecked if you want more control of when the connection is made. The second checkbox is normally left unchecked.

    2. Click on the Next button at the bottom of the window. You should see a new window that says Successfully added CavsNet.

    a. In this new window, click on Change connection settings then click on the Security tab. You should see the following on the pull down tabs in the Security window:

    i. Security type: WPA2-Enterprise

    ii. Encryption type AES

    iii. Network authentication method: Microsoft: Protected EAP (PEAP)

    3. Next to the Microsoft: Protected EAP (PEAP), Click on Settings

    a. Clear the Validate server certificate setting

    b. The Authentication Method: should show Secured password (EAP-MSCHAP v2)

    c. Click the Configure… button.

    d. Click on the checkmark in the box in the EAP MSCHAPv2 window to remove the checkmark so that the connection does not automatically use your Windows logon name and password.

    e. Click OK to close this window.

    f. Click ok at the bottom of the Protected EAP Properties window

    4. Click on Advanced Settings

    a. On the 802.1x settings, make sure the Specify authentication mode is checked

    b. Pull down menu should be set to User or computer authentication

    c. Click OK at bottom of Advanced settings window

    5. Click ok at the bottom of the CavsNet Wireless Network Properties window.

    6. Close the Manually connect to a wireless network window by clicking on the Close button.

    7. Close the remaining window by clicking on the red X at the upper right of the window.

    8. Click on the network icon on the lower right hand portion of your screen.

    9. Click on CavsNet and click on connect. (if a Disconnect button is showing, click on it to disconnect then click on the connect button)

    10. Enter your UVa Wise User name and Password then click OK. (the same one you use to get into your college email account).

    11. You should see what looks like a cell phone signal level display of bars indicating you are connected to CavsNet. You are now connected and should be able to open your browser and see web sites. Congratulations! You are now connected to UVa Wise CavsNet more secure wireless network.

     


    5.3. Connecting to CavsNet - Mac

    1.     select System Preferences

    2.     under Internet & Wireless, select Network

    3.     select WiFi

    4.     If Status shows Off, select Turn WiFi On

    5.     make sure box is checked to Ask to Join New Networks

    6.     make sure box is checked to Show WiFi Status in Menu Bar

    7.     click the Network Name button to show available wireless networks

    8.     select CavsNet

    9.     another window should pop up

    10. Mode should be Automatic

    11. enter the user name for your UVa-Wise account

    12. enter the password (same as your UVa-Wise email password)

    13. check the box to Remember this Network

    14. select Join

    15. Status should show Connected

    16. Network Name should show CavsNet

    17. click Red X to close the network window

     


    5.4. Connecting to CavsNet - Android

    Connecting to CavsNet – Android 7.0 (Nougat)

     

    Select Settings

    Select Wi-Fi

    if status is OFF , turn ON

    under the wireless networks shown select CavsNet

    EAP method should be PEAP

    for Phase 2 Authentication choose MSCHAPV2

    CA Certificate should be (unspecified)

    under Identity enter your UVaWise login ID (e.g. abc12z)

    under Password enter your password

    make sure Auto reconnect is checked

    then select CONNECT

    screen should show

                                          CavsNet

                                          Connected


    6. Connecting to CavsNet

    6.1. CavsNet - Windows

    1. Open the Control Panel, click Network and Sharing Center, choose Set up a new connection or network, then choose Manually connect to a wireless network and click Next
    (To open Control Panel for Windows 10 users, click Start then type "Control Panel" without the quotation marks and click Control Panel when it appears)

    a. In Network name: type CavsNet

    b. Click the Security type and choose WPA2-Enterprise.

    c. The Encryption type: should automatically display AES.

    d. The first checkbox is optional. It can be checked to start this connection automatically or left unchecked if you want more control of when the connection is made. The second checkbox is normally left unchecked.

    2. Click on the Next button at the bottom of the window. You should see a new window that says Successfully added CavsNet.

    a. In this new window, click on Change connection settings then click on the Security tab. You should see the following on the pull down tabs in the Security window:

    i. Security type: WPA2-Enterprise

    ii. Encryption type AES

    iii. Network authentication method: Microsoft: Protected EAP (PEAP)

    3. Next to the Microsoft: Protected EAP (PEAP), Click on Settings

    a. Clear the Validate server certificate setting

    b. The Authentication Method: should show Secured password (EAP-MSCHAP v2)

    c. Click the Configure… button.

    d. Click on the checkmark in the box in the EAP MSCHAPv2 window to remove the checkmark so that the connection does not automatically use your Windows logon name and password.

    e. Click OK to close this window.

    f. Click ok at the bottom of the Protected EAP Properties window

    4. Click on Advanced Settings

    a. On the 802.1x settings, make sure the Specify authentication mode is checked

    b. Pull down menu should be set to User or computer authentication

    c. Click OK at bottom of Advanced settings window

    5. Click ok at the bottom of the CavsNet Wireless Network Properties window.

    6. Close the Manually connect to a wireless network window by clicking on the Close button.

    7. Close the remaining window by clicking on the red X at the upper right of the window.

    8. Click on the network icon on the lower right hand portion of your screen.

    9. Click on CavsNet and click on connect. (if a Disconnect button is showing, click on it to disconnect then click on the connect button)

    10. Enter your UVa Wise User name and Password then click OK. (the same one you use to get into your college email account).

    11. You should see what looks like a cell phone signal level display of bars indicating you are connected to CavsNet. You are now connected and should be able to open your browser and see web sites. Congratulations! You are now connected to UVa Wise CavsNet more secure wireless network.


    6.2. CavsNet - Mac

    1.     select System Preferences

    2.     under Internet & Wireless, select Network

    3.     select WiFi

    4.     If Status shows Off, select Turn WiFi On

    5.     make sure box is checked to Ask to Join New Networks

    6.     make sure box is checked to Show WiFi Status in Menu Bar

    7.     click the Network Name button to show available wireless networks

    8.     select CavsNet

    9.     another window should pop up

    10. Mode should be Automatic

    11. enter the user name for your UVa-Wise account

    12. enter the password (same as your UVa-Wise email password)

    13. check the box to Remember this Network

    14. select Join

    15. Status should show Connected

    16. Network Name should show CavsNet

    17. click Red X to close the network window


    6.3. CavsNet - Android

    Connecting to CavsNet – Android 7.0 (Nougat)

     

    Select Settings

    Select Wi-Fi

    if status is OFF , turn ON

    under the wireless networks shown select CavsNet

    EAP method should be PEAP

    for Phase 2 Authentication choose MSCHAPV2

    CA Certificate should be (unspecified)

    under Identity enter your UVaWise login ID (e.g. abc12z)

    under Password enter your password

    make sure Auto reconnect is checked

    then select CONNECT

    screen should show

                                          CavsNet

                                          Connected


    6.4. CavsNet - iPhone/iPad

    Select Settings

    Select Wi-Fi

    if status is OFF , turn ON

    under CHOOSE A NETWORK select CavsNet

    for Username enter your UVaWise login ID (e.g. abc12z)

    for Password enter your password

    choose Join in upper right-hand corner

    the Certificate window that comes up should show dc4.uvawise.edu

    choose Trust in the upper right-hand corner

    under Wi-Fi

      CavsNet should be listed with a check mark in front

    press the Home button to close Settings


    7. Security Considerations

    7.1. Antivirus for Students

    The Office of Information Technology (OIT) requires that anti-virus software be used by all users of the College’s computing resources, including but not limited to the wired and wireless network, including students (residential and commuter) and visitors of the College. Two no cost options for antivirus protection that is designed to protect computers from viruses and other malicious threats are Avast and AVG.


    Avast Free Antivirus
     

    AVG AntiVirus Free
     

    While no anti-virus solution is guaranteed to stop all threats, having antivirus software installed is a major safeguard in protecting your computer.
    You agree that installation of this anti-virus software product is done at your own risk.  We are not endorsing these products, but are providing the information and options as a courtesy. You are free to choose whatever anti-virus you prefer.


    You understand that all previous versions or other anti-virus software products must be uninstalled prior to installation of this product.
    You also understand that the integrity of your data is your personal responsibility, and that you will need to back-up your data prior to conducting this installation process.


    No support will be provided by the UVa-Wise OIT Helpdesk for this software.


    The software is available through download.cnet.com, by clicking on your preferred choice above you will be automatically redirected to the appropriate portion of their website.  These links are provided for your convenience and do not signify an endorsement and/or guarantee.

    7.2. New process for Microsoft Updates

    The attached document contains information on the new process for applying Microsoft updates to campus.