Frequently Asked Questions

 

How can I access email when I am not on campus?
Go to https://outlook.com/owa/calu.edu and enter your (for example STU7654@calu.edu) and your password.  Click "sign in" and you will be sent to your email.

Students also can access their email through VIP, by clicking Office 365 on the Launchpad.

Guides for configuring mobile devices are available under the Tutorials section.

If you are having trouble accessing OWA please contact the Help Desk at x5911 or 724-938-5911.

Can I turn off the focused mailbox in the Outlook Web App (OWA)?

Microsoft implemented a new feature called Focused Inbox.  If this feature is showing as the default view for you within the Outlook Web App (OWA), there are 2 separate selections to view your email, Focused and Other. 

If you do not like this view and would like to turn it off so that all email is together, click the down arrow next to Filter, then uncheck Show Focused Inbox.

All email will now be under Inbox.

How do I report Phishing emails?

Please report phishing emails to abuse@calu.edu. If possible, attach the phishing message to a new email message and send to abuse@calu.edu.

There are several ways to change your password via Office 365.  

1. If you are already logged into your email account:  (you will need to know your current password for this method)

a. Click on the icon in the upper right corner (either your initial or picture)
b. Click on My Account
c. Click on Manage security and Privacy
d. Click on Password

2. If you don’t know your current password or are not logged in:

a. Click Forgot my password on the screen where it is requesting you enter your email password.
b. Enter the Captcha letter to show you are not a computer
c. Enter either your phone number or secondary email address (whichever you used to set up your password recovery)
d. Retrieve the code the system texted or emailed to you
e. Enter the code into the field on the screen
f. Reset your password

If you are having trouble with either of these methods try the steps again using an in private or incognito browsing session.  If you continue to have issues contact the helpdesk while at your computer by calling 724-938-5911.  

How can I change my password when I am using a campus owned Windows computer?

While logged onto a campus PC (not a Mac), press CTRL+ALT+DELETE on your keyboard.  Click the Change Password button.  Your username should be in the username field.  Enter your existing password, type a new password, and then type it again to confirm it and click Ok.  If you are using a MAC you will need to log onto a Windows PC in order to change your password.

Your new password must:

• Be at least 8 characters in length.
• Be different than the previous 4 passwords.
• Consist of 3 out of 4 of the following:
  • Uppercase character.
  • Lowercase character.
  • Numeric characters.
  • Symbol characters.

Students windows/email/VIP/D2L password expires every 180 days.

Faculty and Staff windows/email/VIP/D2L password expired every 90 days.

3. If you don't know your password and you are unable to get to the log on screen go to https://passwordreset.microsoftonline.com/

a. Enter your Calu email address
b. Enter the Captcha letter to show you are not a computer
c. Enter either your phone number or secondary email address (whichever you used to set up your password recovery)
d. Retrieve the code the system texted or emailed to you
e. Enter the code into the field on the screen
f. Reset your password

Microsoft MFA - Students, Alumni, and Retired Accounts:

What accounts use Microsoft Multi-factor Authentication (MFA)?

Microsoft MFA will be enabled on all Student, Alumni, and Retired Faculty/Manager Office 365 Accounts.

What is MFA?

MFA is a method of authentication that requires more than one verification method.  This adds a critical second layer of security when users sign-in to their PennWest California Office 365 account.  It does this by requiring more than one method of verifying that it is really you logging into the account.

How does it work?:  MFA works by requiring both of the following verification methods to access your account:

• Something you know (your

  PennWest California

  username & password)
• Something you have (a trusted device - your mobile phone).

When your account is protected with two-step verification, that means that a malicious hacker can't sign in as you if they get your password because they don't have access to your phone, too.

Why should I set up MFA?

MFA provides enhanced protection of data caused by account credential compromise.

Increasingly, hackers have targeted higher education institutions by using compromised credentials:

• to file fraudulent taxes for students and employees
• to tamper with payroll deposits
• to attempt fraudulent access to bank accounts
• to  harvest Social Security numbers for use in credit fraud
• to takeover campus email accounts and then use those accounts for malicious phishing campaigns.
  
  

Do I have to have a Smartphone to use MFA?

No. In addition to using the Microsoft Authenticator App, PennWest California’s MFA service allows you to use a basic feature phone with SMS (text message*) support, or you can receive a phone call* to an office or residential phone. If you do not have a mobile device, you can purchase a hardware token that will work with this.

*Note that standard text message and phone call rates may apply depending on your plan for the text and mobile options.

What is the recommended method?

The Microsoft Authenticator App is the recommended method.

One reason that we recommend this is that it does not require an Internet Connection once configured. Also, you do not have to enter a code with it as you do with text and phone calls. You simply approve it in the App.

Note that for call or text authentication, your mobile device will require service at your destination. 

How do I setup the Microsoft Authenticator App on an iPhone?

1. Go to the App Store
2. Search for Microsoft Authenticator
3. Tap on the Microsoft Authenticator app to download
4. Click "Get" to begin installation
5. Once the app is installed, click on Open.
6. Tap Allow on the “Authenticator would like to send you notifications screen"
7. On the Accounts screen, tap ADD ACCOUNT
8. Under “What kind of account are you adding?” Select Work or school account.
9. A pop up box will appear asking, “Authenticator” Would Like to Access the Camera?”
10. Tap OK (You will need to take a picture of the QR code found in the next step of setup instructions).
11. Your camera will turn on and is ready to record the QR code. Set your phone down temporarily and go to your computer.
    
    

How do I setup the Microsoft Authenticator App on an Android?

1. Go to Apps and select Play Store
2. Search for Microsoft Authenticator
3. Click Install
4. Once the app is installed, click on Open.
5. On the Accounts screen, click on ADD ACCOUNT
6. Under “What kind of account are you adding?” Select Work or school account.
7. A pop up box will appear asking, “Allow Authenticator to take pictures and record video?
8. Tap ALLOW (You will need to take a picture of the QR code found in the next step of setup instructions).
9. Your camera will turn on and is ready to record the QR code. Set your phone down temporarily and go to your computer.

Should I configure an alternative verification method?

When setting up your MFA method, we recommend setting the mobile app Microsoft Authenticator App as your primary method, as well as setting up a secondary method, such as SMS (text message) or phone call. If there is an issue with your primary method, you’ll have the secondary method to use a backup and can still login to your account.

Note: If you are planning on getting a new device and still have access to the old device, setting an alternative verification method can also make the transition easier as you can setup a method that you will have access to on the new device such as phone or text (if your phone number is staying the same.)

Do I have to go through both verification steps every time I sign in?

No!  Just click on the “30 day check box“ on the login screen when you log in.  This check box needs to be selected for each different browser & computer/device you use. If you use multiple devices to access O365, you will need to select the 30 day check box for each different device.

We recommend clicking on the 30 day check box only from computers/locations that you trust. Ie not public computers that other people use.

How do I update my MFA setup?

If you need to update your MFA verification method, you can easily do so by going to https://aka.ms/mfasetup.

Please be aware that once you have registered for multi-factor, you need to multi-factor to access this site and change your settings. For example, if you chose to use the Authenticator app, you will receive an MFA prompt through the app that you will need to approve in order to proceed.

I’m changing phones or lost my phone. How do I update my MFA setup?

If you lost or already replaced your device, and your backup verification method is not available:
Please contact the Helpdesk @ 724-938-5911 or techsupport@pennwest.edu to have your MFA registration reset. Once reset, you can login to your Office365 account or go to MFA Setup and follow the prompts to set up your new device. Remember, it is recommended to set the Microsoft Authenticator app with push notifications as your primary verification method.

If you are planning to get a new device, but still have access to your old device or backup verification method:
You will need to set up a backup verification method that you can use when you receive your new device. To do so, login to MFA Setup (https://aka.ms/mfasetup) which will prompt you for MFA verification…

• If you use the Microsoft Authenticator App: Under the “Authenticator app or Token” section, click “Delete” next to the “Authenticator app – [device name]” that is associated with your old device. Be sure to have “Authentication Phone” or “Alternate authentication phone” selected with a phone number you will still have access to when you dispose of your old device. This will serve as a backup method for logging in until you can get the Microsoft Authenticator app set up on your new device. Click “Save” when finished. Once you receive your new device, you can login to MFA Setup and follow the steps under the section “How do I configure the mobile app?” above.
• If you use SMS (text messages)/phone call verification, and do not plan on changing your phone number: No action needs to be taken. You will still receive SMS (text message) security codes on your new device when your carrier makes the switch. This is also the case if you use the Microsoft Authenticator app as your primary verification method, and already use SMS (text messages) as a backup method.
• If you use SMS (text messages)/phone call verification, and DO plan on changing your phone number: On the MFA Setup page, select either “Authentication phone” or “Alternate authentication phone” and enter a phone number you will have access to until you receive your new device. If you already know your new number, enter it in the “Authentication phone” section. Click “Save” when finished.

Where can I get more information? Need Help?

• Learn to register for MFA
• Watch this training video
• Use Microsoft Authenticator with Microsoft 365

Please contact the Helpdesk at techsupport@pennwest.edu with any questions.

What is MFA?

MFA (also known as multifactor authentication or 2-factor authentication) is a method of authentication that requires more than one verification method.  This adds a critical second layer of security when users sign-in to their PennWest California protected services.  It does this by requiring more than one method of verifying that it is really you logging into the account.

How does it work?:  

MFA works by requiring both of the following verification methods to access your account:

• Something you know (your

  PennWest California

  username & password)
• Something you have (a trusted device - your mobile phone or a hardware token).

When your account is protected with two-step verification, that means that a malicious hacker can't sign in as you if they get your password because they don't have access to your phone, too.

Why should I set up MFA?

MFA provides enhanced protection of data caused by account credential compromise.

Increasingly, hackers have targeted higher education institutions by using compromised credentials:

• to file fraudulent taxes for students and employees
• to tamper with payroll deposits
• to attempt fraudulent access to bank accounts
• to  harvest Social Security numbers for use in credit fraud
• to takeover campus email accounts and then use those accounts for malicious phishing campaigns.
  
  

What accounts use DUO Multi-factor Authentication (MFA)?

DUO MFA will be enabled on all Faculty/Staff Office 365 and VPN Accounts initially. Over time, more services may be added.

Do I have to have a Smartphone to use MFA?

No. In addition to using the DUO App, PennWest California’s MFA service allows you to use a hardware fob that displays a code that we will provide. In this scenario, when prompted for the 2^nd factor, you would physically look at the fob and type the numbers displayed into the device that you’re logging in with.

DUO Hardware Fob Instructions:

Click on “Enter a passcode” – Hit the power button on your hardware fob – enter the 6 digit code from the hardware fob – this will allow you into the application that is being protected by DUO Security.

What is the recommended method?

If you have a smartphone or tablet, we recommend DUO Push, as it is quick, easy-to-use, and secure. See an introduction to Duo Security and a demonstration of Duo Push in this short video: https://www.youtube.com/watch?v=_T_sJXnSM98

What is DUO Push?

DUO Push is an authentication request you’ll receive as a notification on your smartphone. To use Duo Push, you will need to have the Duo Mobile app installed and activated.

DUO Push uses cutting-edge end-to-end encryption that SMS and phone calls can’t. The DUO Push screen displays detailed information about the application and source device that initiated the authentication request.

How much data does a DUO Push use? 

Almost none. 500 pushes to your device will use 1 MB of data in total. This is roughly equivalent to loading one webpage on your smartphone.

How do I setup the DUO Mobile App on an iPhone?

Find the latest version of Duo Mobile in the App Store.

Supported Platforms: The current version of Duo Mobile supports iOS 11.0 and greater. Support for older Duo Mobile versions on iOS 10.0 ended July 28, 2019.

To see which version of Duo Mobile is installed on your device, go to the iOS Settings menu, then scroll down and tap Duo Mobile. The "System Info" section shows the app version.

Additional directions can be found here.

How do I setup the DUO Mobile App on an Android?

Find the latest version of Duo Mobile in Google Play.

Supported Platforms: The current version of Duo Mobile supports Android 7.0 and greater. Support for older Duo Mobile versions on Android 6.0 ended July 28, 2019.

Duo does not provide official support for non-standard custom Android distributions like OnePlus, LineageOS, or ColorOS, nor is Duo Mobile supported for use on ChromeOS.

To see which version of Duo Mobile is installed on your device, go to the Android Settings menu, tap Apps, then scroll down and tap Duo Mobile. The "App Info" screen shows the version.

Additional directions can be found here.

Does installing the Duo Mobile app give up control of my phone? 

No. Duo Mobile has no access to change settings on your phone. Duo Mobile cannot read your emails, it cannot see your browser history, and it requires your permission to send you notifications. Lastly, Duo Mobile cannot remotely wipe your phone. The visibility Duo Mobile requires is to verify the security of your device, such as OS version, device encryption status, screen lock, etc. We use this to help recommend security improvements to your device and you always are in control of whether or not you take action on these recommendations.


Why does the Duo Mobile app need to access my camera? 

Duo Mobile only accesses your camera when scanning a QR code during activation.  

What if I don’t have a Wi-Fi connection or cellular reception?

No problem. Tap the icon in the Duo Mobile app to generate an authentication passcode.  You do not need an internet connection or a cellular signal to generate these passcodes.  

Why have I stopped receiving push notifications from Duo Mobile?

There are several reasons this could be happening. Please try the following to troubleshoot:

1. Make sure your enrolled device has a cellular network or WiFi connection.
2. Have the Duo Mobile app open when you authenticate.
3. Try these additional push troubleshooting steps:
   • iPhone: https://help.duo.com/s/article/2051
   • Android: https://help.duo.com/s/article/2050
4. If the above solutions don’t work, try using another authentication method, such as passcodes provided in the Duo Mobile app.

 

What if I don’t have a Phone or other device that meets the requirements to run the DUO App?
Please email the Helpdesk at techsupport@pennwest.edu. We have hardware tokens that display a passcode that you can use.

Do I have to go through both verification steps every time I sign in?

No!  Just click on the “Remember this device for 7 days“ check box on the login screen when you log in.  This check box needs to be selected for each different browser & computer/device you use. If you use multiple devices, you will need to select the 7 day check box for each different device.

We recommend clicking on the 7 day check box only from computers/locations that you trust. Ie not public computers that other people use. 

Also, for email on phones, you generally only need to supply the 2^nd factor when you 1^st sign up and when your passwords change. 

Additionally, campus is treated as a trusted location and you will not have to supply the 2^nd factor from an on campus network. (Note: Cellular connections and the VPN are not considered on campus networks.)

How can I manage the devices I use for Duo?

Through the “My Settings & Devices” link (the self-service portal) at the Duo Prompt, you may:

• Add additional devices
• Designate your “default” device that receives authentication requests in addition to your preferred authentication method
• Deactivate Duo Mobile if you got a new phone but kept your number
• Change the name of your device (ex. “Personal Cell” or “Work Phone”)
• Remove a device

Learn more about managing your devices here: https://guide.duo.com/manage-devices

I’m changing phones or lost my phone. How do I update my MFA setup?

If you lost or already replaced your device, and cannot login please contact the Helpdesk @ 724-938-5911 or techsupport@pennwest.edu to have your MFA registration reset.

Should my student workers log in using their own student account when working for me?

Yes, if they will need access to a shared mailbox or a shared drive the supervisor should contact the helpdesk to make this request by calling 724-938-5911 or emailing techsupport@pennwest.edu.

 

Please read more about the new student printing features at PennWest California.

How much space do I have on my One Drive?

Students and faculty have 1TB of space available on their One Drive.

How do I register my Gaming Console on the network?

With the installation of our network authentication system, gaming console's must be registered to gain access to the Internet.

Please use the following link to register your console: https://Gameregister.calu.edu.

How do I register my personal device on the campus network?  

Computer/Tablet/Cell Phone: It is very easy to self-register your computer on the

PennWest California

network.  The on screen directions are fairly simple to follow but if you run into issues, below is an example for a Windows 10 system     

Windows 7 : Microsoft has announced plans to stop supporting Windows 7 on Jan 14,  2020. As of this date, Windows 7 devices will no longer be allowed on the network in FortiNAC. Please make arrangements to upgrade prior to this date.

Windows 8

Windows 10

MAC

Smart TV/Streaming Devices:  Many Smart TV’s, Roku, Apple TV’s, Google Streaming Devices, and Amazon Streaming Devices will automatically register upon being connected to the network. Should you experience any issues, or have a device not on this list, you will need to email your device MAC address to techsupport@pennwest.edu from your

PennWest California

email account to have your device registered.

Is Guest Wireless Access available for Visitors/Guests?

Yes. For Guest Access, simply join the CALUGUEST SSID and launch a web browser. A username/password will be texted and/or emailed to you upon completion of the form.

For detailed directions, please click here.

How do I access the Campus Intranet Site (CWIS)?

You can access CWIS by clicking here.

Will my device work at

PennWest California

?

PennWest California values the experience of our students, faculty, and staff and puts forth great effort to support devices used for academic purposes. However, there are thousands of devices, with many being designed to work in simple home environments with 1 access point. Some of these devices use protocols and configurations that will not work in a corporate or college environment.  Also, Security is a major factor in which devices we can support.

Supported Devices:

• PC's/Laptops running current operating systems.
• Mac Computers running current operating systems.
• Tablet/iPad
• Phones
• TV/Smart TV that meet our cable provider requirements
• Game Consoles
• Raspberry Pi used for Academic purposes.

 

As new devices are being manufactured frequently, any device deemed to be a security risk, not compatible with the network, or requiring configuration changes may be rejected.

Partially Supported Devices (depending on configuration):

Video Streaming/Smart Personal Assistant Devices - In general, devices such as Chromecasts, Google Home, Amazon Alexa, Apple Airplay, etc that are managed from a phone/app do not work in our environment. (In general, the devices work, but the control of the devices from a phone/app doesn’t work.) It is recommended to use them with a remote control instead of a phone/app.

 

Not Supported Devices:

• Network/Wireless Printers - We recommend using a USB Cable to directly connect. We also have WEPA printers strategically placed around campus.
• Network Cameras/Recording Devices/Doorbell Cameras, etc.
• Smart plugs/Smart Home Devices such as lighting, thermostats, etc.
• Smart Appliances
• Servers that host content.
• VOIP Phones/Fax Machines
• 3^rd party VPN services including those used for external employment
• This list is not extensive - Any devices not listed under Supported or Partially Supported should be considered Not Supported and UTech cannot assist you with configuration or troubleshooting.

 

Security:

You are responsible for securing your devices including patching, changing passwords, using strong passwords, running antivirus software, and following general security best practices.

 

My iPhone or iPad suddenly doesn’t work on wifi? It’s asking me to register again?

This is due to a feature update in iOS 14.

Open the Settings app, then tap on Wi-Fi. 

Tap on the information button next to your VULCANet network.

Tap on the Use Private Address toggle to turn it off, a privacy warning may pop up. Click okay. 

To immediately switch to the original hardware MAC address, turn off Wi-Fi on the device and turn it back on. 

I can’t use the built in mail app to sync my work or school account on my iPhone/iPad.

The iOS update can break this. You can fix this by clearing your iPhone or iPad’s cache and cookies.

Open your iPhone or iPad settings

Scroll down to Safari

Tap on “advanced”

Tap on “Website data”

Then tap on “Remove all website data”

Close out of Safari and relaunch it

How do I clear my cache and cookies?

For information on how to clear and cache your cookies, click here: 

Receive a phishing message on a University owned computer running Outlook? Simply click the Report Phishing button in the top right!.

Another way to send us phishing message samples is to open a new message and attach the phishing message to it and send to abuse@calu.edu. Attaching the message gives us more information than forwarding it and is preferrable.

 

 

 

The myCALU application uses access to your device in the following ways:

1. Identity is needed to store user device UUID and platform details for reporting any issue and troubleshooting purposes.
2. Access to contacts is needed in the event users wish to store contacts from Directory into their device contacts.
3. Location access is needed for Maps app.
4. Phone access is needed for dialing a phone number from within the app, such as through the Directory or Emergency app.
5. Photos/Media/Files access, while displayed as needed, does not actually perform any actions that access these areas and will be removed in a near-future version.

 

To log into the myCALU application, click the Login button in the top right corner.  Using your campus username with no prefix or no @calu (ie: stu1234) and your password, you should be able to log in.  If you need to have your password reset, please contact UTech Services Help Desk by email or phone at 724-938-5911.

 

If you're having a problem with myCALU, take a screenshot of the problem and send it along with an explanation of the problem to techsupport@pennwest.edu.  Reporting issues through the application's feature works as well.

 

We welcome feedback from any and all customers on myCALU!

What do you like?  What can we improve?  What types of features would you like to see within the app?

Let us know by submitting feedback from the mobile app menu option to Send Feedback.

 

The WCAL Power 92 mobile app uses browser streaming.  If your device or mobile browser does not support streaming, the application may not work.  We will try to update this section with a list of any known versions that do not work.