Hi, and welcome to the Helpdesk Frequently Asked Questions page. You should be able to find all of the answers you seek in the lists populated below. However, if you peruse the appropriate category and still have some questions, feel free to submit a Helpdesk Ticket and we will be glad to answer them for you. Please be patient as this page is still being populated. Thanks, and have a great day!
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How come I get an error message when I try to set up my email account?
To set up your student email account, please login to the Student Portal and click on the Email icon. You will be given a temporary password in red letters; please write this password down, because it will disappear once you continue to the next page. Fill in the following pages with your personal and TWUPass information, and you should be taken to your student webmail inbox.
To set up your student email account, please login to the Student Portal and click on the Email icon. Fill in the following pages with any necessary information, and you should be taken to your student webmail inbox, hosted by Microsoft Outlook. If you run into any snags, please submit a Helpdesk ticket and we will help you shortly.
Instructions on how to setup your iPhone to receive student emails are available on the email configuration page.
You can change your TWU webmail password any time you like by logging into your inbox, clicking on Options, then See All Options, and finally Change your password.
If you have forgotten your password, please submit a Helpdesk ticket and provide your name and Student ID; we will be happy to reset it for you.
To forward mail, please consider the following steps:
- Login to your TWU webmail inbox
- Click on Options
- Click on See All Options
- Click on Forward your email
- Fill out the Forward my email to box with your desired email address
- Click on Save
- Click on Start Forwarding
- Click on Save
The campus computers are closely linked to your student email account. In order to gain access to campus computers and online library resources, you must first register your student email account. Once you finish this process, the system will grant you the correct permissions to access everything you will need as a student.
Your TWUPass account acts like an online ID card and allows you to access many of TWU's online services, most notably the Student Portal (students) and Aqueduct (staff). Chances are that you already have a TWUPass account and don't even know it, since they are created as soon as you first apply to TWU. In order to learn more, please click on the image to the right and select the the most relevant option listed.
Your TWUPass username is typically your Firstname.Lastname, with the following exceptions:
- Your name consists of too many characters for our system
- There is another person in the system with the same name as you
- Your account was created before the Firstname.Lastname policy was put into place (years ago)
If you believe you fall under one of the above three categories, feel free to contact the Helpdesk to explain your situation.
Your password is given to you the moment you originally register as a student, and we recommend that you change it something easy to remember.
In order to change your password, you must (A) be signed in to TWUPass, and (B) create a password that is at least eight characters adheres to three of the four following criteria:
After you have selected an appropriate password, you can click on the above image to make the changes. If you are unable to sign in to TWUPass to begin with, please scroll down to "Recovering your forgotten password."
No shame if you have forgotten your password - you have a lot on your mind. Fortunately, acquiring a password is very simple. Just click on the image to the right and enter your information have a new password sent to you. The automated system will probably send you a password that is difficult to remember, so after you may want to change it to something more familiar.
If you are a currently registered student, it should be as simple as opening your web browser and surfing to a non-TWU that won't be cached in your computer (ie. www.underneaththeashtree.com). This should prompt the registration page, allowing you to verify that you are a student. Once you enter your username & password, you can restart your computer and start using the internet.
Please follow the exact same steps listed directly above. If you find that your mobile device is being stubborn, or the registration page keeps refreshing without taking you anywhere positive, please submit a Helpdesk ticket and provide us with the device's MAC address so we can register it manually. The MAC address is a 12-digit alphanumeric sequence, with pairs separated by colons or hyphens (01:23:45:67:89:ab). Here is a page that shows you how to find the MAC address on most popular devices.
Hopefully, this question doesn't apply to you. We have been facing network challenges this semester in specific areas of the campus. Our Network technicians are aware, but it will take some time to service all of the pockets of slow connectivity/high usage. Please be patient as we work to improve connectivity in all areas. Thanks!
Just submit a Helpdesk ticket and provide the following information:
- Your name
- Your phone number (or a way we can reach you)
- Your building name
- Your room number
- The port number, if applicable. You can find this number on the ethernet jack in the wall
Every classroom and lecture hall on campus is equipped with a ceiling mounted projector and sound system.
To connect to a projector in a classroom you need a computer with the standard 15-pin VGA output connector (standard on most current PC notebooks), or by means of an adapter from the type of monitor output on your laptop to the standard 15-pin VGA connector (all current MacBooks require the adapter). You need to bring your own adapter along with the MacBook.
Carefully insert the connector into your laptop to avoid bending or breaking of the fine pins in the connector, and turn projector on. Then boot the computer. Allow for about 30 sec for lamp to warm up. You may get an image right away, or not. If you see the image you’re done.
If no image is displayed press Command and P keys (in Windows 7) to bring the menu up for you to select (choose Duplicate or Extend). This menu only comes up if the laptop detects an external monitor (projector) is connected. Older computers or operating systems require the Fn and F5 (or other function keys carrying a monitor symbol; this varies with laptop makes and models) until the image appears on both screens. Do it slowly though allowing a few seconds between consecutive key strokes for the computer and projector to "talk" to each other.
For notebooks running in MacOS click on the apple symbol at the top left of your laptop screen and select System Preferences from the drop down menu.
Finally ensure the appropriate computer input is selected (depends on location and projector), if there's no image from your computer it is possible a previous user has shown a video in class from a VCR or stand-alone DVD player and the projector can be on a video input. You need the computer (PC) input, read instructions on the wall beside the projector remote.
A defective cable/ broken pins in the connector will cause various issues from no image at all to incorrect/missing colors. Also if you use a Macbook, a defective monitor adapter can be the problem.
If all fails please have a helpdesk request for a computer tech to look at your laptop.
Please note that a second cable is present in classrooms. This cable is for audio from your laptop. Leave this cable aside if no sound is needed from the computer. If sound is needed plug the audio connector (stereo miniplug) into the headphone jack on your laptop and turn volume up from the laptop. Also turn volume up from the input plate where the other end of the cables are connected or from the wall mounted system controller (where present).
Important: Once finished please turn off the projector, disconnect cables, coil them up and hang on the J-bracket. Do not leave cables lying on the floor. This is one major issue we encounter that leads to cables being damaged and rendered unusable for the next person planning on showing a computer-based lecture in class. Be considerate to others!
The classroom projectors also have the capability to show video from sources other than computers, such as DVD and VHS. Such players are available from the faculty assistants in each of the academic buildings. The players come with the suitable cables to connect to projectors. Remember to refer to the posted instructions to select the appropriate projector input.