Be prepared to provide information when contacting the OIT Help Desk. Please help us help you!
The OIT Help Desk team will need to know certain information about the situation or question to help resolve it efficiently. You can expedite the process by including detailed information in your initial request.
Please note: Never provide sensitive data, such as passwords, government identification numbers, or cardholder data, to the Help Desk.
Step 1: Gather information
- Have the following details ready when you contact the Help Desk:
- Description of the problem, including both what is and what isn't working
- Your expectations if things were working properly - in other words, what should be happening
- Description of the steps to reproduce the problem, including date, time, and any troubleshooting steps taken
- Whether the problem is consistent or intermittent; also, when the problem began
- Whether the problem continues to happen on a different device, operating system, browser, or network
- Types and versions of browser, operating system, and running extensions, including internet security, firewall, anti-virus, or pop-up blocking software
- Legible screenshots showing the full URL and exact error message or condition
- Your Charger ID and contact details, including an alternate/non-UAH email address and your phone number
- Gather other recommended information based on your specific issue. Find your issue below on this page.
Step 2: Contact us
- For details about how to get support, please visit Contacting the OIT Help Desk
- Technicians most often reach out via email. If a technician requests any additional information, attach it in an email reply or make a new comment in our ticket portal
Additional information
UAH Account & Google Workspace issues
Click to expand each section.
Changing your password
Before you contact the Help Desk
Requested information
- (Important!) Alternate contact information (phone number and/or non-UAH email address)
- If you need your A-number or need us to reset your password for you...
- Attach a "security selfie" to your message. A security selfie is a photo of yourself holding your government-issued ID. We need to see your face and ID in the same photo so that we can match the likeness to the ID.
- Include your phone number for password reset requests. A Help Desk technician must provide your new password over phone, not email.
Account is locked
Before you contact the Help Desk
- If the wrong password is entered too many times, your account becomes locked. You can wait 7 hours for it to unlock automatically or use reset.uah.edu to change the password and regain access immediately.
- If you successfully enter your password and then see a "Your account is locked/disabled" message from Duo, this is an issue related to multi-factor authentication. See the below section titled "Trouble with Duo" for more information.
Requested information
- (Important!) Alternate contact information (phone number and/or non-UAH email address)
- The specific error message you are receiving
Accessing your UAH email
Before you contact the Help Desk
- If you receive the message "Your sign-in settings don't meet your organisation's 2-Step Verification policy", this is an issue related to multi-factor authentication. See the section below titled "Trouble with Google 2-Step Verification" for more information.
- Access to email and myUAH isn't immediate when you are accepted as a new student. If you have just been accepted as a new student, please wait until the next morning to log into your UAH account.
- Please note that student email accounts expire after three consecutive semesters of not being enrolled. Visit the UAH Network, Computer, and Email Account Administration policy page for more information.
Requested information
- (Important!) Alternate contact information (phone number and/or non-UAH email address)
- Your UAH email address
- The specific error message you are receiving
Multi-factor authentication issues
Click to expand each section.
Trouble with Duo
Before you contact the Help Desk
- Check which multi-factor authentication service you are having trouble with! UAH uses Duo for Single Sign-On applications, including myUAH, Canvas, Banner, and more. For email and Google workspace products, UAH uses Google 2-Step Verification.
- Review our Duo guides for helpful information on setting up Duo and troubleshooting issues.
Requested information
- (Important!) Alternate contact information (phone number and/or non-UAH email address)
- The exact error message you are receiving
Trouble with Google 2-Step Verification
Before you contact the Help Desk
- Check which multi-factor authentication service you are having trouble with! UAH uses Duo for Single Sign-On applications, including myUAH, Canvas, Banner, and more. For email and Google workspace products, UAH uses Google 2-Step Verification.
- Review our Google 2-Step Verification guides for helpful information on setting up Google 2-Step Verification and troubleshooting issues.
Requested information
- (Important!) Alternate contact information (phone number and/or non-UAH email address)
- The exact error message you are receiving
Internet issues
Click to expand each section.
Connecting to eduroam (Wi-Fi)
Please note that only UAH students, faculty members, staff members, and long-term guests who have a Charger ID and password will be able to use eduroam. University guests should follow the instructions in Accessing Wi-Fi While Visiting UAH to get connected to UAH's guest Wi-Fi.
Before you contact the Help Desk
- Visit Accessing UAH Wi-Fi for detailed instructions on accessing the UAH wireless network.
- Make sure you're connecting to eduroam. Student5, Staff5, and Faculty5 are no longer supported and will soon be removed.
- When prompted for your username and password, be sure to enter your full UAH email address (ChargerID@uah.edu) and Charger password.
- Try connecting to eduroam in other areas on campus. For example, if you are having issues connecting in your dorm, try connecting in the Charger Union.
- If you are unable to connect anywhere on campus, please visit http://eduroam.uah.edu and login to see if you're eduroam-ready and receive connection instructions.
- If possible, try using the wired network. In other words, try using an Ethernet cable to connect your computer to the port in the wall.
- Visit Troubleshooting eduroam for more troubleshooting tips to try.
Requested information
- MAC address of your computer
- Type of device you are using (eg. Windows 10 Dell laptop, Mac desktop, Android smartphone, etc.)
- Whether this is happening on a personal device or a device owned by UAH
- If this device is owned by UAH, include the device name.
- To find this in Windows, click on the Start button and then select File Explorer. Right-click on This PC and select Properties. Under Computer name, domain, and workgroup settings you will find the computer name listed.
- To find this on Mac computers, choose Apple menu > System Preferences, then click Sharing. The computer name for your Mac appears at the top of Sharing preferences.
- Building and room number where the issue is occurring
- The date/time that you were last able to access UAH Wi-Fi, if ever
- Other areas on campus where where you have been able to connect to eduroam, if any
- Whether you have been able to use the wired network
- Preferred dates/times to meet with you if an appointment becomes necessary
Connecting to the wired network
Before you contact the Help Desk
Requested information
- MAC address of your computer
- Type of device you are using (eg. Windows 10 Dell laptop, Mac desktop, Roku TV, etc.)
- Whether this is happening on a personal device or a device owned by UAH
- If this device is owned by UAH, include the device name.
- To find this in Windows, click on the Start button and then select File Explorer. Right-click on This PC and select Properties. Under Computer name, domain, and workgroup settings you will find the computer name listed.
- To find this on Mac computers, choose Apple menu > System Preferences, then click Sharing. The computer name for your Mac appears at the top of Sharing preferences.
- Whether you are a student, faculty, or staff member
- Building and room number where the issue is occurring
- The label on the wall port your Ethernet cable is plugged into
- The date/time that you were last able to access the UAH wired network, if ever
- Whether you have been able to use the wireless network
- Preferred dates/times to meet with you if an appointment becomes necessary
Connecting to the UAH VPN
Before you contact the Help Desk
- Visit Connecting to the UAH VPN for general instructions on connecting to the UAH VPN.
- Ensure you've installed the latest version of the UAH VPN. Consider downloading and re-installing the latest version from Chargerware.
Requested information
- Screenshot of ip.uah.edu, which displays your IP address and whether you are currently connected to the VPN
- MAC address of your computer while connected to the VPN
- Type of device you are using (eg. Windows 10 Dell laptop, Mac OS desktop, an Android smartphone)
- Whether this is happening on a personal device or a device owned by UAH
- If this device is owned by UAH, include the device name.
- To find this in Windows, click on the Start button and then select File Explorer. Right-click on This PC and select Properties. Under Computer name, domain, and workgroup settings you will find the computer name listed.
- To find this on Mac computers, choose Apple menu > System Preferences, then click Sharing. The computer name for your Mac appears at the top of Sharing preferences.
- Best dates/times to meet with you if an appointment becomes necessary
Desktop issues
Click to expand each section.
Downloading from Chargerware
Before you contact the Help Desk
- Ensure that you are logged into your UAH Google account before downloading software from Chargerware.
- Note that if you are logged into a different account in your browser, Chargerware files will not be available to you. They're only shared with @uah.edu accounts. It is not uncommon for a user to be logged into their web browser as a different account (a @gmail.com or @yahoo.com account, for example). If you wish to remain logged into your other account, then access Chargerware in a different web browser or use private browsing.
- The table on the Chargerware homepage shows which users (faculty, staff, or students) a product is available to. Please note that some products are not available to students.
Desktop software/hardware
Please note that the OIT Help Desk only provides desktop support to UAH-owned computers and devices.
Before you contact the Help Desk
- Consider asking your colleagues whether they are experiencing similar or identical issues on their own computers. If possible, ask a colleague to sign in to the computer under their own login and see whether they experience the same problem.
- If you are off-campus, try using the UAH VPN. Certain software can only be used when your computer is on the UAH Network, either by being physically on-campus or by connecting through the VPN.
Requested information
- Whether any of your colleagues are experiencing the same problem under their login
- Any changes that you know of (updates, new software, new hardware) since just before the problem started
- Building and room number where the issue is occurring
- Type of device you are using (eg. Windows 10 Dell laptop, Mac desktop, etc.)
- Device name
- To find this in Windows, click on the Start button and then select File Explorer. Right-click on This PC and select Properties. Under Computer name, domain, and workgroup settings you will find the computer name listed.
- To find this on Mac computers, choose Apple menu > System Preferences, then click Sharing. The computer name for your Mac appears at the top of Sharing preferences.
- Service Tag of the computer (this is the Serial Number that's printed on the device by the Manufacturer, not the silver UAH Inventory tag/sticker)
- Whether you log into the computer with your Charger ID and password or with a local account
- Whether you are on-campus or off-campus when this issue occurs
Canvas, Zoom, and other learning technology issues
Click to expand each section.
Can't access Canvas course
Before you contact the Help Desk
- Please ensure that when logging on to Canvas, you log in with only your Charger ID (leave off the @uah.edu).
- New students must be officially registered for a course before it will appear in Canvas. To view the courses you have registered for, log in to my.uah.edu and click Class Schedule under My Courses.
- Canvas experts are available via chat and phone 24/7/365. Learn more about Canvas Support.
Requested information
- Course name, course number, and section
Requesting a Zoom account upgrade
Please note that only Faculty members, Graduate Teaching Assistants, and Staff members can request an upgrade to Zoom Pro.
Before you contact the Help Desk
- You must log into Zoom using Single Sign-On at least once before your account can be upgraded. For instructions on how to do this, visit Zoom: Teleconference and Web conferencing Solution and follow the steps in the attached file called Zoom Quick Start Guide.
Requested information
- Confirmation that you have logged into Zoom via SSO
Tabletop phone issues
Click to expand each section.
No lights lit on the phone
Before you contact the Help Desk
- Ensure there is an Ethernet cable securely connected from the wall drop to the port on the phone closest to the edge
Requested information
- MAC on the back of the phone (it's next to a barcode and the word "MAC")
- Location and extension of the phone
No dialtone
Requested information
- For Cisco phones, the message that is displaying on the screen (example: "Verify network connection")
- MAC of the phone (collect this information by pressing the gear button and navigating to Phone information. It is shown as "Host name" or "MAC Address")
- Location and extension of the phone
Voicemail problems
Before you contact the Help Desk
- If the error you are receiving is "Invalid entry" or "Your account is locked," please follow the instructions under "Resetting your PIN" in our Voicemail guide.
Requested information
- Specific error you are receiving
- Location and extension of the phone
Moving phones
Before you contact the Help Desk
- Please note that if there is a drop at the new location, you may physically move the phone yourself.
Requested information
- Old location of the phone
- Desired/new location of the phone
- Extension of the phone
New phone or change in service
Requested information
- Location and current extension of the phone
- Desired extension, if applicable