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Account
Q:Am I able to change my UTPA Account Password?
A:

Yes, you can change your UTPA Account Password whenever you want, simply go to www.utpa.edu/password. Password must meet requirements, to see the requirements place your mouse cursor over the question mark. When creating a new password the complexity meter bar on the page must be green for good, or blue for best.



Q:What is a UTPA account?
A:
The UTPA Account is the Username & Password that is provided to all students, faculty, and staff at UTPA upon enrollment or hire.

This account is necessary to access:
  • University Computers
  • Wi-Fi
  • Library database (from off campus)
  • University web applications

Note: Guest accounts can be created for limited periods of time if a UTPA department, faculty member, or staff member is sponsoring the guest. Please contact the IT Help Desk at 956-665-2020 during posted business hours for assistance.

Q:Why am I not able to log into the campus computers?
A:
You must be a current student (enrolled for the current semester), and have activated you UTPA account, or you must be a current UTPA employee or staff. If you are, call 956-665-2020 to be sure your account is not locked.

Q:It’s been a few years since I was a student, how can I get my transcript?
A:
Your transcript can be accessed at any time by logging in at myUTPA and clicking on the "Assist" icon located in the "My Applications" section.

In order to access my.utpa.edu, you must know your UTPA username and password.
  • If you know your Username, but forgot your password, please visit myaccount.utpa.edu and click "I forgot my UTPA password". This will send a password reset link to the non-UTPA email address we have on file for you.
  • If you don’t know your Username, but you remember your Student ID Number, please call the IT Help Desk at 956-665-2020 so that a username and password can be created for you.
  • If you don’t know your Username or Student ID Number, you will need to contact the Registrar’s Office during their posted business hours to obtain your Student ID Number. Their phone number is 956-665-2201 and their website is available here.

After you know your student ID number, please call the IT Help Desk at 956-665-2020 for assistance with creating a username and password.

Q:Where can I register for classes?
A:
You can add or drop classes by logging in to my.utpa.edu and then clicking on the icon labeled "Assist" in the "My Applications" section.

Q:I cannot access my account!
A:
To manage your UTPA account go to myaccount.utpa.edu
You can:


NOTE: If you try to log in and it says, “Account has expired”, your UTPA password may have expired. All UTPA passwords expire in 365 days or less. You will need to reset your password.

If you continue to have issues, please call the IT Help Desk at 956-665-2020 during posted business hours to speak directly to a representative.

Q:Can I change my UTPA username?
A:
The only way to change your UTPA username is if:
  • your username is misspelled
  • harassment is occurring due to username
  • your name changes due to marriage, divorce or a legal name change

If your case applies, the first step is to get your personal information corrected at Human Resources (faculty or staff), and/or at the Registrar's Office if you are student. Once your information has been updated, you can request your Username change by calling the IT Help Desk at 956-665-2020 or in person at the Academic Services Building room 1.102.

NOTE: It cannot be changed instantly and may take up to three weeks.

Q:How can I protect my UTPA account?
A:
There are many ways to easily protect your account:
  • Don't share your password with others. Protect it.
  • Remember: UTPA will never ask for your password.
  • Choose a strong password and change it often.
  • Create a unique password by using a combination of letters and numbers that aren't easily guessed. For example, if you have a playful beagle, your password might be p14yfulB3aG13.
  • Avoid using the same password for other accounts.
  • Keep your computer protected using security software (Microsoft Forefront and Avast! are free), which creates a security firewall for your activity and scans for intrusions of malware.


NOTE: Use caution when someone asks for sensitive information through email. Especially if you get an email requesting personal information and/or you're unsure whether UTPA actually sent it. Don't click any links or enter information. Instead, forward the email to helpdesk@utpa.edu so that we can have the suspicious email examined by our security team.

Q:How do I request Guest Accounts for UTPA computer and wireless internet access?
A:
You can request Guest Accounts by logging into: https://acs.utpa.edu
  • All fields on the Guest Account request page must be completed for your request to be processed.
  • After your request has been received, you will receive an email indicating whether your request was approved or not.
  • Once your accounts have been approved and created, you will receive another email indicating that your accounts are ready for download.
  • Log back into the above website, and you will see a download link for your accounts.

Note:
You must be a full time UTPA Faculty or Staff member to request Guest Accounts.
If you experience any problems with your Guest Accounts, please contact the IT Help Desk at 956-665-2020 or send an email to mash@utpa.edu.

Q:How do I request Guest Accounts for UTPA internet access if I am not a University employee?
A:
To request Guest Accounts, you must be a University employee.

If you need to request Guest Accounts for an event, and you are not a University employee, please send as much information as possible about your event to mash@utpa.edu. Be sure to include your name and contact number, so that we may reach you to facilitate your request.

Q:What if I am not a University employee or a currently enrolled student but need an email account, or access to University resources such as Wi-Fi, files, and library databases?
A:
For accounts that require special access to University resources that are not available with standard Guest Accounts, a Request for Individual Computer/Internet Access (UIC) form must be completed.
  • A separate form is required for each type of request.
  • Accounts are good for up to one year, and must be renewed annually.
  • A current university faculty or staff member must sponsor your request.
  • A minimum of 5 business days is needed for the request to be processed.


Administrative
Q:What are High Risk Personal Identifiers?
A:

High risk personal identifiers include but are not limited to the following:

  • Social Security Numbers
  • Drivers License Numbers
  • Credit Card Numbers
  • Automatic Clearing House Information (such as bank account numbers)
  • Credit Reports/Histories
  • Certificate/License Numbers
  • Other Sensitive and Personal Information


Q:What are the Hours of Operation for the Helpdesk and Computer Labs?
A:

IT Help Desk Phone, Chat and Walk-In Support
Monday – Friday 8:00 AM – 5:00 PM

IT Self-Service Incident Submission (available 24/7)
http://itsupport.utpa.edu



Computer Labs Hours of Operation

Q:What is the process to request an IT project?
A:
Requester must have access to the Project Portfolio Management tool (Innotas) in order to submit a project proposal.
View instructions on how to submit a project proposal.

Contact the Project Management Office at PMO@utpa.edu or 956-665-2013 for further information on requesting access.

Q:What are the State and UT System regulations for IT projects?
A:
The state of Texas requires that all state agencies have set project management practices for Information Resource (IR) projects. These requirements, with specific requirements for higher education, can be found in the Texas Administrative Code (TAC)Title 1, Part 10, Chapter 216, Subchapter C and the Texas Department of Information Resources (DIR) Project Delivery Framework has set specific requirements that meet the TAC.

UT System policy, UTS140 Enhancing Major Software Projects, and UTPA Handbook of Operating Procedures Section 8.1.2 Information Technology Project Management also set forth requirements for IT projects.

Q:What resources are available to help with projects?
A:
The following project management tools and templates are available: Project Sizing Tool, Business Case, Project Charter, Project Plan and Project Scope Change Form.

Q:How can I purchase a computer for departmental use?
A:
These purchases can be made through iShop. Once you log into iShop, through myUTPA, go to the "home/shop" tab and the "shop" category within it. On the shop page under the Punch-out vendors you will see a link for SHI DIR-Dell Pre-approved Desktop. Clicking on that link will take you to the vendor's website where you will be provided with a list of pre-configured desktops and laptops that you can purchase. The listed pricing is for the computer only and excludes peripherals such as monitors, speakers etc. These items can be added by clicking on the "Options" link next to the price and configuring the computer as needed.

Q:What guides/manuals are available?
A:
The following guides/manuals are currently available:



Q:Who is eligible to submit a project proposal?
A:
Only full time UTPA faculty or staff are allowed to submit project proposals via the Project Portfolio Management tool.

Q:What is a project?
A:
An initiative that provides information resources technologies and creates products, services, or results within or among elements of the University; and, is characterized by well-defined parameters, specific objectives, common benefits, planned activities, a scheduled completion date, an established budget with a specified source of funding and requires more than 40 hours of effort.

Q:What happens after I submit a project proposal?
A:
The Project Management Office (PMO) will request a consultation with the requester and the appropriate Division of Information Technology coordinating department manager. All participants will review and score the project and assist in identifying the project manager, technical lead and functional lead.

Q:How do I connect remotely to my computer at work?
A:
The initial setup to enable remote desktop on your computer has to be done by the Helpdesk. Once this has been done you can follow the instructions in this guide to connect to your work computer from a remote location.

Bronc Notes
Q:What is Bronc Notes?
A:
Bronc Notes is an email digest service that consolidates announcements from across campus and sends a morning email with the relevant information to the appropriate audiences.

Q:I can't log into Bronc Notes, what can I do?
A:
You must be a Full-Time eployee to log in to Bronc Notes. If you are not able to log in, please contcat the Help Desk at 956-665-2020.

Q:Can I change the email where Bronc Notes are sent to?
A:
You cannot changed the address where Bronc Notes are sent. Students, Faculty and Staff can only receive Bronc Notes on their UTPA assigned e-mail.

Q:How do I sign up to receive Bronc Notes?
A:

All currently enrolled students, and active employees should receive Bronc Notes to their e-mail accounts. There is no need to sign up. If you are not receiving Bronc Notes, please send an email message with your information to broncnotes@utpa.edu.



Q:I am a student. Can I post Bronc Notes?
A:
As a student you cannot post anything to Bronc Notes. However, a student organization has the ability to post to Bronc Notes. To post a bulletin on behalf of an organization, please contact Rebecca Gadson at the Dean of Studens Office ext. 2660

Campus Software
Q:Where do I obtain software that is available through the University?
A:
Software can be accessed by going to my.utpa.edu and clicking on the Bronc Software icon under My Applications.

Q:Are there any requirements to download the software?
A:
You must be a current student (enrolled for the current semester), and have activated you UTPA e-mail account, or you must be a current UTPA employee or staff. After graduation, alumni are no longer eligible to download software from Dreamspark or purchase software from the bookstore. Alumni retain the right to use any software that was downloaded or purchased before graduation.

Q:What is the charge for campus software and how many times am I able to download the software?
A:
The software is free of charge to download for currently enrolled UTPA students. Faculty and Staff can download a copy of Microsoft Windows or Microsoft Office at $9.75 per title. Software is available for download for 31 days after the order is processed.

Students are entitled to install Windows on one computer.
Students can install Office on one desktop computer and one laptop computer for their exclusive use.
Staff/Faculty are entitled to install Windows and/or Office on one personally owned computer.

DreamSpark software titles can be installed on one personal computer for use only
(a) to develop, support, conduct, or take courses, labs, or programs offered by UTPA;
(b) in non-commercial research on UTPA’S behalf; or
(c) to design, develop, test, and demonstrate software programs for the above purposes.

Q:What kind of software is available for download from DreamSpark?
A:
Microsoft DreamSpark provides many titles in the following categories: Developer Tools, Designer Tools, Servers, Desktop Applications, and Training and Certification Tools. Please visit my.utpa.edu and click on Bronc Software under My Applications for the full list of software.

Q:Where does a student buy discounted software from?
A:
Software covered under the Microsoft Campus License agreement and DreamSpark are available as free downloads to currently enrolled students. The software can be accessed through my.utpa.edu by clicking on the Bronc Software icon under My Applications.

Q:Where do I start when I want to buy or am thinking about buying software?
A:
Contact the Project Management Office (PMO) for an initial consultation to determine the level of assessment needed for your potential software purchase.

Q:Should I contact PMO if I have already been approved by my department to buy software?
A:
Yes, PMO can help ensure that every area is covered. This will lead to: setting realistic timelines; ensuring resources are available; reducing redundancy on campus; and, meeting compliance standards. Missing steps can lead to delayed, inadequate, or no implementation of the software.

Q:Who should I invite to vendor demonstrations and what questions need to be asked?
A:
The PMO can help with determining which technical representatives should be included and what questions need to be asked.

Q:What resources are available to assess software?
A:
The Software Assessment Request Process details different procedures for different assessment requests. For specific project management resources, please go to Project Management Services or contact PMO at pmo@utpa.edu or 665-2013.

Q:What is UTPA Mobile and what platforms is it available on?
A:
UTPA Mobile is UTPA's smartphone application that provides public information such as News, Events, Courses, Maps, Directory etc. You can find more information on the complete list of features at http://utpa.edu/mobile. UTPA Mobile is available on the following platforms:

  • iPhone & iPod
  • Android (Google)
  • Blackberry
  • WebOS

The Blackboard feature of UTPA Mobile is available on the following platforms:

  • iPhone & iPod
  • Android (Google)
  • Blackberry - Separate download of Mobile Learn through Blackberry App World required
  • WebOS - Separate download of Mobile Learn through App Catalog required
  • iPad - Separate download of Mobile Learn through iTunes required


Computer Labs
Q:How do I reserve a Computer Lab?
A:
Reservation request must be made 5 days prior.

Please visit utpa.edu/uschedule
Log in with your UTPA credentials.
Go to the Events Tab => Click on Event Request => Select IT Computer Labs Request Form

In order to fill out form completely you will need the following information available:
  • Name of professor teaching class
  • Class call number
  • Number of seats needed
  • Date, time, & duration for reservation
  • Any software needs
  • Requestor's contact information (Name, department, extension, office number, & email)
  • Any other pertinent information for us

Once request has been received, you will be notified via e-mail. An additional e-mail will be received once reservation has been approved or denied.

For further assistance contact IT Office Staff at 956.665.5343.

Q:What is a Learning Studio?
A:

The Learning Studio can accommodate a variety of learning styles. Students can utilize the “Learning Studio” to practice presentations, study in groups, or to conduct research on the internet via the wireless network.

The Learning Studio features:
Presentation podium with audio visual controls
Smart Board (58-inch mobile touch screen monitor)
Smart Airliner Tablets
Wireless polling system (For more info visit http://www.turningtechnologies.com/ )
Movable White Boards
Document Camera
Video Projector
Wireless printer



Q:What are the hours of operation for the computer labs?
A:
Lab hours
BuildingHours
Academic Services Building (2.106,2.102,2.110,2.120,2.146,2.148,2.150,2.158,2.160,2.164)Mon - Thurs 7:30 a.m. - 12:00 a.m.; Friday 7:30 a.m. - 5:00 p.m.; Sat - Sun 1:00 p.m. - 5:00 p.m.
Arts & Humanities (140,142)Mon – Thurs 7:30 a.m. – 10 p.m.; Fri 7:30 a.m. – 5 p.m.
Business Administration (217,219)Mon – Thurs 7:30 a.m. – 10 p.m.; Friday 7:30 a.m. – 5 p.m.
Education Complex (2.226,2.228,3.224,3.226)Mon – Thurs 7:30 a.m.-10 p.m.; Friday 7:30 a.m.-5 p.m.
Engineering (1.220,2.268)Mon – Thurs 7:30 a.m.-10 p.m.; Friday 7:30 a.m.-5 p.m.
Fine Arts Building (1.224,1.225,1.226, 1.227)Mon – Fri 8 a.m. – 10 p.m.
Math (2.202)Mon – Thurs 7:30 a.m.-10 p.m.; Friday 7:30 a.m.-5 p.m.
Nursing (1.260)Mon – Thurs 7:30 a.m.-10 p.m.; Friday 7:30 a.m.-5 p.m.
Rio Grande City (1.302)Monday – Thursday 2:00 p.m. - 7:00 p.m.
Social & Behavioral Sciences (3.370)Monday – Friday 7:30 a.m. – 5:00 p.m.
McAllen Teaching SiteHours Vary

Hours listed above are subject to change.

Q:What are the general rules and policies in the computer labs?
A:

General Lab Rules and Policies:

University ID
Always carry your valid University ID card when using the computer labs. You may be asked to show your ID at any time; failure to present valid identification is grounds for removal from the computer labs.

Food/Drinks
No food or drinks will be permitted in any computer lab.

Viewing Sexually-Explicit Materials
Viewing sexually-explicit graphics or pictures in the computer labs is considered a sexual harassment issue and is prohibited under UTPA Handbook of Operating procedures - Sexual Harassment and Sexual Misconduct Policy. Do not use lab computers to display or print such graphics. Violaton of this rule may be subject to disciplinary action including revocation of all computer lab privileges. If viewing of such images is necessary as part of your school work, contact the computer lab supervisor located at ACSB 2.162 during regular hours of Mon-Fri from 8 a.m. - 5 p.m. and provisions will be made to accomodate the request.

Lab Attendant Role
Computer lab attendants cannot assist students with homework assignments. Lab attendants will not make keyboard entries for student users or perform tasks and homework assigned by instructors, including but not limited to, interpretation of homework. Lab attendants are allowed to assist with normal computer and printer usage problems. Lab attendants will not make keyboard entries for student users, or perform tasks and homework assigned by instructors, including, but not limited interpretation of homework.

Copyright
Anything that is part of the computing experience; software, pictures, text, sound files may be protected by copyright law. Please ensure that your account usage complies with all applicable laws. Violators of this rule will be subject to disciplinary action including revocation of computer lab privileges, as well as applicable civil and criminal penalties under U.S. Copyright Law.

Lab Software
Only authorized lab personnel may make Software installation, setups, modifications, or deletions on hard drive systems. If you believe changes are needed, contact our office at (956) 665-5343.

Courtesy
Users are expected to behave in a manner commensurate with a university study environment. Keep talking to a minimum to show courtesy to other students. Group work is not recommended in the labs. The Learning Studio located in ACSB 2.112 is available for study groups. Headsets are to be used at all times when listening to music, watching videos or playing computer games. Cell phone use is not permitted in the computer lab. If a student needs to take or make a call, please step out of the computer lab to do so.

Shirt and Shoes
Visitors are required to wear appropriate clothing at all times while in the building.

Internet Usage
IT staff reserve the right to request a computer being used for personal use such as a student surfing the net, on Facebook, Twitter, gaming etc. to ensure computer lab availability for academic purposes.

Locking Console not Allowed
Under no circumstances will a user be allowed to lock a machine and leave the room. If this occurs, the lab attendant will log off the user from the computer, and the user may be subject to disciplinary action including curtailment or revocation of lab privileges. Password sharing is not allowed at any time. Your account is issued for your individual use only. Password sharing is in direct violation of computer labs and university guidelines and will result in revocation of lab privileges.

Failure to Comply
If anyone refuses to comply with the established policies, that person will be asked to leave the building or campus. If the individual refuses to leave the building or campus, the police will be called and that person will be escorted out of the building or campus.

Disclaimer
We are not responsible for any lost, misplaced or stolen items.
We are not responsible for any lost or damaged disks, files, or data.
Computers may shut down, freeze or stall so be sure to save your data often.
Lab Attendants, Proctors or Computer Lab Supervisors bear no responsibility for lost or damaged information if they attempt to remove a virus from your files.

Cameras
Cameras installed in the Computer Labs are for surveillance purposes only. Any request to view surveillance footage due to lost or stolen items needs to go through UTPA Campus Police.



Q:Why do I need a valid UTPA ID to use the computer labs?
A:

In order to ensure availability in the computer labs, all users are required to show a valid UTPA staff or student ID. Our facilities are funded to support UTPA students and employees for academic purposes.

This policy is intended to ensure that UTPA students and employees have access to computing resources, not to inconvenience people. Please help us maintain these facilities for your use. Bring your valid student or employee identification.



Q:How do I request software to be installed in the Computer Labs?
A:
Software installation requests can be made by visitng utpa.edu/it. Under IT Help Desk =>Select Submit a helpform=> Self Service Portal => Log on using UTPA credentials=>Select Software Request Forms.

It is the responsibility of the requester to provide us with the End-User License Agreement (EULA) & Support and software media.

EULA & Support: Support includes licensing type (server based, client based, or software/hardware key) and any other pertinent information. EULA includes the documentation that clearly states how many seats and the duration the software is authorized to be installed. These are the sole responsibility of the requester. Note: We will not install software without appropriate proof of license.

Software Media:
  • Media includes software documentation pertinent to installation. This includes manuals, service packs, updates and software support information. The media would also include the actual software itself (CD, DVD or digital downloads).
  • The department requesting the software installation must be prepared to provide duplicates of the following: software installation media, a paper copy of "proof of licenses", and installation instructions. It is the department's responsibility to provide a duplicate of the installation media. We may choose to keep these duplicates for internal record-keeping purposes only; therefore, the department should keep ALL original media and paperwork on file.
  • Only fully-functional "retail" or free versions of software will be installed. Evaluation or beta version of software will not be installed. Shareware is acceptable only with proof of ownership.
  • Software that results in security vulnerabilities or system conflicts on the computer image will not be installed.

Instructors must check the software installation at least 48 hours prior to class usage to ensure that the software is working as expected. In-depth knowledge of the software is beyond the scope of the installation, therefore, only the basic functions will be checked (program opens, able to save a file & printing capabilities).

Support:
  • We will make every attempt to accommodate departmental software requests that meet the above requirements within 45 days. In rare cases, requested software cannot be made safely operational with reasonable effort. We reserve the right to postpone or deny requests that cannot be completed with reasonable effort.
  • A departmental contact person should be specified for each installation request. Most likely, we will not be familiar with the requested application and will rely on the departmental contact person for assistance with testing the application's functionality.
  • Departmental software is generally not supported. Departments should be prepared to provide documentation and support to users, and to troubleshoot functional problems with the software. We can assist the department in troubleshooting, but the primary software support should come from the department.
  • Departments providing software to be installed in the Computing Labs should periodically review the need and utilization of the applications. If an application is no longer used, it is the responsibility of the department to notify us of the change in status so we may remove the software.


Q:Who can reserve the Learning Studio located in the ACSB 2.112 and what is the process to do so?
A:
Only UTPA students with a valid UTPA BronCard can reserve the Learning Studio.

In order to reserve the Learning Studio, students must come into the ACSB Office 2.162 during regular hours Monday – Friday from 8:00a.m.-5:00p.m. For students requesting to reserve the Learning Studio study groups must consist of 10 or more students in a group.

Q:Who can reserve the Learning Studio located in the Library?
A:
Learning Studios located in the Library can be reserved on a first come basis to UTPA students during Library business hours.

Library Hours of Operation
  • Monday – Thursday 7:30a.m. – 12:00a.m.
  • Friday 7:30a.m. – 7:00p.m.


Q:Where are the Learning Studios located in the Library?
A:
Learning Studios in the Library are located in the following rooms:
  • LIBR 314
  • LIBR 409
  • LIBR 416


Q:Why am I unable to login to the campus computers?
A:
You must be enrolled for the current semester (and have activated you UTPA account), or you must be a current UTPA employee.

Note for Students: On your first day of class, you will be classified as "enrolled" for the current semester.

If you meet these requirements but still can’t login, please call the IT Help Desk at 956-665-2020 for assistance.

NOTE: If you receive an error message stating that you are logged on at another computer, please call the IT Help Desk at 956-665-2020 for assistance.

Email
Q:What is Barracuda Spam Firewall email message that I am receiving?
A:

The Barracuda Spam Firewall is a stand-alone system dedicated to running programs that filter out spam and viruses from our email. All email arriving at UTPA first passes through this filter. A variety of methods are used to test email. First, the email is compared to a "blacklist" of known spammers. Most spam originates from a relatively small number of hard-core spammers, and many of their email servers are tracked by anti-spam services, who publish these blacklists. Similarly, most spammers send the same message to millions of recipients making it possible to "fingerprint" bulk mailings and then test our incoming email against that fingerprint. Finally, and most powerfully, the system employs Bayesian statistical analysis of every recipient's own email to distinguish good email from bad. The system will actually learn the difference between your own personal valid email and your spam. Every piece of incoming email is assigned a score based on these tests. Email assigned exceptionally high scores is certainly spam and is "blocked", that is, it is simply deleted. Email that is probably, but not certainly, spam is saved, but "quarantined" on the spam filter. The remaining email is probably all valid and is passed on to the email server for delivery.



Q:Is there a way to report Spam that still comes to my Inbox?
A:

Yes. Forward the Spam email to the following address. spam@barracudanetworks.com. If you receive an email that you believe is extremely malicious, such as a phishing email asking for your username and password, please forward the email to reportspam@utpa.edu.



Q:What can I do if I forgot my password or username for Barracuda?
A:

Your username and password on the Barracuda spam filtering system is always your UTPA email address (username@utpa.edu) and password. If you have forgotten your UTPA email username and/or password please call the UTPA IT Helpdesk at (956) 665-2020 for prompt assistance.



Q:How do I access the Barracuda spam filter?
A:

The address for the Barracuda Spam Filter is https://barracuda.utpa.edu



Q:Can I access the quarantine e-mails from Barracuda outside of the campus?
A:

Yes. You can log into Barracuda at any time from any computer online by visiting the following link: https://barracuda.utpa.edu



Q:I did not receive a Daily Spam Notification. Is there a problem?
A:
No, that means there were no spam e-mails blocked the day before.

Q:I still see some spam, so is this Barracuda Spam Firewall working?
A:
Yes. The Barracuda spam filtering system uses many methods for detecting spam, but it can take some time for the system to learn what kind of email we want and what we consider spam.

Q:Am I losing email because of the Barracuda Spam Firewall?
A:

No. We have configured the filter such that only the worst sorts of spam are "blocked" and deleted at the filter. All other questionable email is "quarantined" for your review. No legitimate email should be blocked. The real question is whether there is good email being quarantined. By default, you will receive one notification a day if there is any spam mail that was blocked. You may change this to a weekly notification (or turn it off altogether). When you visit the filter's web page, you may see some good email quarantined. If you do, check the box in front of the message and press the "Not Spam" button (as described above), this will help train the system. Then, press the "Deliver" button and the email will be delivered to your inbox.



Q:I responded to a spam/phishing e-mail and provided my information, what should I do?
A:

If you responded to a phishing e-mail that asked for your account password, please change your password immediately at www.utpa.edu/password. IT Staff will never ask you for a password over the phone or by e-mail. After you change your password please report the incident to the Help Desk and forward the message you received to reportspam@utpa.edu.



Q: What services are provided at the IT Service Desk and are there any fees for these services?
A:
Account Maintenance(Multiple usernames,locked,expired,resets,etc.),Equipment drop-off, laptop check out, guest account, wireless assistance, ethernet cable distribution. All service provided at the IT Service Desk are free of charge if you are a current UTPA student, staff, or faculty.

Q:How do I get email on my mobile device (phone, tablet, etc)?
A:
The UTPA e-mail service can be set up on most smart phones. The setup will vary from phone to phone. Please click on a link below to see instructions for your phone. If your phone is not Android or iPhone, please contact the IT Help Desk at 956-665-2020 or stop by ACSB 1.102 for more information.

iPhone (Faculty & Staff)
Android (Faculty & Staff)
iPhone (Student Bronc Mail)
Android (Student Bronc Mail)


Q:I am no longer a UTPA student can I still use my e-mail?
A:
Your UTPA e-mail account will stay active as long as you check your email account frequently, even after you graduate. If more than 100 days pass before you check your email, it will be deactivated and all of your messages will be deleted. You can reactivate your account by logging in with the account password. If you don't know your password, please contact the IT Helpdesk at 956-665-2020.

Q:Where do I get my UTPA account activated?
A:

New students can activate their account by visiting our Self-Service page at http://myaccount.utpa.edu. New employees must stop by the IT Service Desk with a picture ID in order to get a password for their accounts.



Q:How do I add a new distribution list on outlook?
A:
Go to the contacts section on Outlook and click on new contact group, make sure to name your group and add participants. If you wish for your Distribution list to be available on the Exchange address book, you will need to fill out a UIC form to request it. Please contact the IT Help Desk at 956-665-2020 for more details.

Q:Where do I check my Bronc Mail?
A:

Go to http://www.utpa.edu/broncmail and login with your username@broncs.utpa.edu and your UTPA password.



Q:Can I be removed from receiving Bronc Notes?
A:
No, you cannot be removed if you are a current faculty/ staff member or student.

Q:How do I request access for one of my employees to read an email from a departmental email account?
A:
You will need to submit a UIC form with the specifying the type of access requested. Include employee name and username, the departmental email account he or she needs access to and what type of access. Submit the form to the Computer Center Distribution Window. A confirmation e-mail will be sent to customer when access is granted. Customer may contact support for assistance setting up the account on the Outlook client.

Q:Can a departmental account be added to Outlook and how can I do so?
A:

Yes, first you must fill out a UIC form and turn it in to the distribution window in the Computer Center. Once the form is processed, you will receive an e-mail confirming your access to the account. You can find instructions on the following support pages:



Q:How do I install a digital certificate on my computer?
A:
Please call the Helpdesk at 956-665-2020 to request a Digital Certificate for you.
  • Once the certificate is created an email from support@cert-manager.com will be sent to your UTPA email address.
  • Open the email and click on the link in it to finish enrolling for your certificate.
  • You will be asked to create a PIN. This number will be used when you import your certificate in your browser. Pick something that you will remember because we cannot recover it for you.
  • Once you have entered all the information click Submit. It may take several minutes for the next screen to load. Please be patient.
  • On the next page click Download in order to download your certificate.
  • Save the certificate on your H drive or Home drive. If you are not given an option to choose where you save your certificate, your browser probably downloaded it into the Downloads folder on your C drive. You can simply copy the certificate file from this folder onto your H drive. Name it with the "Incommon" plus the current date ie: "InCommon_01-10-2011". If one already exists, then add "_002" to it. Etc.
  • Install your digital certificate next. Select the instructions for the operating system on your computer. If you are using a Mac, make sure you select the instructions for the email program you are using.


Q:How Do I Activate my Bronc Mail?
A:
To activate your UTPA Bronc Mail account, please complete the following steps:
  • Go to http://utpa.edu/broncmail
  • On the right side of the screen, enter your email address, (UTPA username) + “@broncs.utpa.edu”, e.g. johndoe@broncs.utpa.edu
  • Enter your UTPA password (same one as ASSIST)
  • Once you log in, you’ll have to go through a one-time setup process, please follow the on-screen instructions, select the time zone and you'll be directed to your inbox.


Q:How do I setup UTPA outlook email on my Apple (iOS) device?
A:
You can setup your UTPA email account on your iOS (iPhone, iPad, iPod touch) device by following the steps below:
  • Select Settings from the home screen.
  • Select the Mail, Contacts, Calendars button from the settings screen.
  • Select the Add Account... button.
  • Select the Microsoft Exchange button.
  • Enter the following information, then select Join:
    • E-mail address:username@utpa.edu
    • Username: Your UTPA username.
    • Password: Your UTPA password.
    • Domain: UTPA
  • If prompted type in the Server Address outlook.utpa.edu and select Next.
  • You will then have the option to enable mail, contact, and calendars.
  • Select Save.
*Note: When prompted, it is strongly recommended to keep existing contacts on the iPhone/iPad/iPod touch.
You will now be able to access the UTPA employee email on your iOS enabled device by selecting the Mail app.

Q:How do I setup UTPA outlook email on my Google (Android) device?
A:
Depending on your Android phone model, the method to set it up might be slightly different. Please check your device’s manual for specific instructions. When setting up the Employee Email account, the email account type will be Microsoft Exchange or Exchange ActiveSync. To set up your email on an Android phone you will need the following information:
  • E-mail address: username@utpa.edu
  • Username: Your UTPA username.
  • Password: Your UTPA password.
  • Domain: UTPA
  • Server Address: outlook.utpa.edu
If your phone does not support Exchange ActiveSync you can use the following information to configure your phone using IMAP:
IMAP: outlook.utpa.edu
Secure port: 993
SMTP: outlook.utpa.edu
Secure port: 465


Q:How do I setup Broncmail on my Apple (iOS) device?
A:
Bronc Mail setup for Apple iOS (iPhone, iPad, iPod touch)
  • Select Settings from the home screen.
  • Select the Mail, Contacts, Calendars button from the settings screen.
  • Select the Add Account... button.
  • Select the Microsoft Exchange button.
  • Enter the following information, then select Join:
    • E-mail address: username@broncs.utpa.edu
    • Username: username @broncs.utpa.edu (This must also be full-email address).
    • Password: Your UTPA password.
    • Domain: broncs.utpa.edu
  • If prompted type in the Server Address m.outlook.com* and select Next.
  • You will then have the option to enable mail, contact, and calendars. When prompted, it is strongly recommended to keep existing contacts on the iPhone/iPad/iPod touch.
  • Select Save.
You will now be able to access the UTPA Bronc Mail on your iOS enabled device by selecting the Mail app.

*Note: Some devices will not recognize m.outlook.com as the server address; if that is the case try using pod51008.outlook.com. If you are still unable to connect you can follow these steps to find the exact server name for your account. IMAP, POP and SMTP settings for your account can be found below as well:
  • Log in to your Bronc Account at utpa.edu/broncmail.
  • On the top right corner, under your name, click the Options menu.
  • From the options menu select See all options.
  • Under the My Account section, you will see the Account Information.
  • Look for the link named Settings for POP, IMAP, and SMTP access, and click it.
  • A new window will open, and will contain the server information for the types of settings.
  • The server name should be in the form of podXXXXX.outlook.com (where the X’s are a unique number for your account.)


Q:How do I setup Broncmail on my Google (Android) device?
A:
Bronc Mail setup for Android:

Depending on your Android phone model, the method to set it up might be slightly different. Please check your device’s manual for specific instructions. When setting up the Bronc Mail account, the e-mail account type will be Microsoft Exchange or Exchange ActiveSync. To set up Bronc Mail on your Android phone you will need the following information:
  • E-mail address: username@broncs.utpa.edu
  • Username: username @broncs.utpa.edu (This must also be full-email address).
  • Password: Your UTPA password.
  • Domain: broncs.utpa.edu
  • Server Address: m.outlook.com*


*Note: Some devices will not recognize m.outlook.com as the server address; if that is the case try using pod51008.outlook.com. If you are still unable to connect you can follow these steps to find the exact server name for your account. IMAP, POP and SMTP settings for your account can be found below as well:
  • Log in to your Bronc Account at utpa.edu/broncmail.
  • On the top right corner, under your name, click the Options menu.
  • From the options menu select See all options.
  • Under the My Account section, you will see the Account Information.
  • Look for the link named Settings for POP, IMAP, and SMTP access, and click it.
  • A new window will open, and will contain the server information for the types of settings.
  • The server name should be in the form of podXXXXX.outlook.com (where the X’s are a unique number for your account.)


Q:How do I add BroncMail to Outlook email client on my PC?
A:
You can add your BroncMail email account to the Outlook desktop client on a PC by following the instructions below:



Encryption
Q:Why do I have to have Whole Disk Encryption?
A:
Whole disk encryption helps to prevent exposure of confidential information. Because there is no way to prevent the downloading of confidential information onto a laptop computer all devices are encrypted as a contingency against their potential theft or loss. Encryption is also required in order to be in compliance with applicable UT System standards.

Q:How does Whole Disk Encryption work?
A:
Whole Disk Encryption is software that encrypts everything on a computer hard drive (including the operating system). You will user your UTPA username and password to access your laptop.

Q:Will Whole Disk Encryption work on my laptop?
A:
The encryption client software will run on Windows and Mac operating systems.

Q:Can I work while my computer encrypts?
A:
Yes, you can continue to work. You may also wait until late in the day and begin the process so that it is complete when you return to work. Turn off sleep options if you are leaving your computer to encrypt while you are away.

Q:Can I turn my computer off while it is encrypting?
A:
Turning your laptop off in the middle of encryption is not advisable. Turning off your laptop while it is being encrypted may cause adverse effects.

Q:Can I install the encryption client on my personal laptop?
A:
No, at this time licenses are only available for UTPA owned assets.

Q:Can the installation be run from off campus with VPN connection?
A:
No. Your laptop should be joined and authenticated to the UTPA Active Directory domain when you begin the encryption process. Bring your laptop to campus for WDE installation.

Q:Once my laptop is encrypted, what will change?
A:
On start up, you will be presented with the encryption logon screen. Simply enter your UTPA username and password and your computer will boot as normal.

Q:I share a laptop with other people. Can my laptop still be encrypted?
A:
Yes. However, each user must have their UTPA username associated with the laptop. When a laptop is initially encrypted only the username of the person installing the software is granted access. To request access for additional users please contact the IT Helpdesk and ask to have the user added or removed. You will need to know the computer name.

Q:I changed my password and now I’m unable to log on at the encryption screen. What do I do?
A:
I changed my password and now I’m unable to log on at the encryption screen. What do I do?When logging on at the encryption screen, use your previous password. You will be prompted for your new password to log onto the UTPA domain - enter your new password and log onto your computer. If you’re unable to log on at the encryption screen with your old or new password, you must contact the IT Helpdesk for assistance.

Q:My laptop has been encrypted, but I forgot my password. What do I do?
A:
Contact the IT Helpdesk for assistance with recovering your password.

Q:I receive an error message that says "There have been x unsucessfull attempts to lo into this computer." when I log on to my computer. What does this mean?
A:
If a user tries to log on to their computer and enters the wrong password, after successfully logging on they will see a message similar to the one below. This message is informational to notify the user that someone has tried to access their computer.

Q:How do I get a user added (or removed) from an encrypted laptop?
A:
Contact the IT Helpdesk and ask to have a user added or removed. You will need to know the computer name.

Q:How do I uninstall the encryption software from my laptop?
A:
All laptops are required by policy to have encryption installed on them at all time. All attempts to remove the encryption software from your laptop may render it unusable. Any questions, please contact the Information Security Office at 956-665-7124.

Q:Will the encryption software slow down my computer?
A:
No. When you operating system starts, the Helpdesk recommends that you wait until all applications, including the encryption software (SecureDoc), is loaded.

Internet/Wireless
Q:What do I need in order to have wireless internet access on my laptop computer?
A:

You need to be a current student, staff, or faculty and use your UTPA username and password to connect to the network. To set it up, you can connect to the "UTPA-Setup" network, and follow on-screen instructions. Older wireless cards (802.11 a/b) are no longer supported.



Q:Can the Wireless Internet be setup on a Mac Laptop?
A:
Yes, the Wireless Internet connection works with PCs, Macs, and Linux.

Q:What are the system requirements to access the Wireless Internet?
A:

Operating system: Windows XP Service Pack 3, Windows Vista, Windows 7, Mac OS X 10.4.11 or newer; Wireless card: Must support 802.11 g/n.



Q:How do I access the wireless printing?
A:
Please login to myUTPA and click on the icon that says Bronc Print under the My Applications section on the left side of the window.

Q:How do visitors obtain internet access when visiting UTPA?
A:

A guest account must be requested by the department hosting the guest on campus. Please contact us at 956-665-2020 for more information.



Q:Can I use Peer to Peer (file sharing) software when I'm on campus?
A:
No. The use of these or other similar programs is being monitored by UTPA and any person caught using them will face disciplinary actions by the University.

Q:If I setup the UTPA Wireless Internet, will I still be able to connect at home?
A:
Yes, when we setup the UTPA wireless connection we create a separate wireless network profile, it does not affect your other connections.

Q:Can my PSP, Nintendo DS, etc. access Wireless Internet?
A:
No. We only assist you with the setup of the Wireless Internet on your laptop and some compatible smartphone and devices like iPod touch/iPad.

Q:Where do I setup the wireless?
A:
You can set up the wireless network from anywhere on campus where it is available. To set it up, you can connect to the "UTPA-Setup" network, and follow on-screen instructions. If you have any problems you can bring your laptop to the Academic Services Building in room 1.102 IT Service Desk to set it up, or call the Help Desk at 956-665-2020.

Q:My wireless is not working, what do I do?
A:
You can bring your laptop to the Academic Services Building in room 1.102 IT Service Desk to check it or you can call (956)665-2020 for support.

Q:Is the Wireless Internet free?
A:
Yes, It's free. You do not have to pay any extra fees for the Wireless Internet service.

Q:How do I remote to my office computer from home?
A:
Customers need to contact the IT Help Desk at (956)665-2020 to ensure the computer and users are both enabled for Remote Desktop use and have requested for their UTPA computer to be on the "Desktop Go Green Limited Plan". IT staff can verify settings remotely, and provide more information.

Customer must connect via VPN (utpa.edu/vpn) first in order to use the Remote Desktop Connection Application (built-in for Windows and free download for Mac).

For detailed instructions please log in to myUTPA and click on the Help & Downloads tab to view support documentation for your operating system.

Q:How do I update my laptop?
A:
If it’s UTPA owned and a managed computer, you need plug it in to the network using a network cable. Updates will be installed automatically in the background.

Q:How do I setup the wireless network on my Apple (iOS) device?
A:
You can configure your iOS (iPhone, iPad, iPod touch) devices to access the UTPA wireless network manually, by following these instructions:
  • Select Settings from the home screen.
  • Select Wi-Fi from the Settings Screen.
  • Make sure Wi-Fi is turned on, and select eduroam from the list of available networks.
  • When prompted enter your UTPA username in the following format: username@utpa.edu (Note: This is not an email address, it is to specify the university you attend, e.g. STC students visiting UTPA will need to enter username@southtexascollege.edu).
  • Enter your UTPA password.
  • You may be prompted to accept a security certificate select the Accept button.
  • Once the Certificate is accepted the new network eduroam should appear in the network list with a checkmark appearing next to the network name. This confirms that the network was added and connected to successfully.

*Note: If your device has already connected to the UTPA-SETUP or one our older ST2010 or FS 2010 networks, your will need to do the following to prevent your device from connecting to it automatically instead of connecting to eduroam:
  • Select Settings from the home screen.
  • Select Wi-Fi from the Settings Screen.
  • Make sure Wi-Fi is turned on, and form the list of network check if UTPA-SETUP, ST2010 or FS2010 has a checkmark to its left. If yes, select the blue button that appears to its right.
  • At the top of the next screen select Forget this network.
  • Go back to the previous screen, and continue from step 3 on.

If the option to forget network does not appear, you will need to remove the ST2010 or FS2010 profile:
  • Select Settings from the home screen.
  • Select General
  • Scroll down to the end and select Profiles.
  • Press the Remove button.


Q:How do I setup the wireless network on my Google (Android) device?
A:
You can manually configure your Android device to access the UTPA wireless network by following the steps below. Only devices running Android 2.3 Gingerbread or later will be able to connect.
  • Got to Settings, and select Wireless & Networks.
  • Select Wi-Fi settings.
  • Select eduroam from the list of available networks.
  • Enter the information listed below, if your phone has additional fields to fill, you may leave them blank:
    • Network SSID: eduroam
    • Security: 802.1x Enterprise
    • EAP method: PEAP
    • Phase 2 authentication: MSCHAPV2
    • Identity: Enter your UTPA username in the following format: username@utpa.edu (Note: This is not an email address, it is to specify the university you attend, e.g. STC students visiting UTPA will need to enter username@southtexascollege.edu)
    • Anonymous identity: Leave blank*
    • Wireless password: Your UTPA password.
  • Select Save to establish connection.
*Note: Some phones may require for you to type the UTPA username again in the Anonymous Identity field.
Some phones require you to enter your credential storage password after every reboot to reconnect to the network. To do this follow the steps below
  • Got to Settings, and select Wireless & Networks.
  • Select Wi-Fi settings.
  • Select eduroam network
  • You will be prompted to enter your credential storage password. This is not your UTPA passsword. This password has to be setup during the phone's initial setup.
  • After entering this password successfully click on the Connect button.


Q:My laptop was lost or stolen. What do I do?
A:
Regardless of whether your computer was encrypted or not, the following parties must be notified.


Q:How do I setup the wireless network on my desktop computer or mobile device?
Network Access
Q:What is SafeConnect and why is it being used?
A:
SafeConnect is a network access control (NAC) device that helps ensure those individuals who are connecting to the UTPA network meet our minimum security standards. SafeConnect accomplishes this by requiring that all Windows and Macintosh devices install a small security PolicyKey Agent on the computer after authenticating with your UTPA username and password. Before authentication and policy key installation, all internet access will be restricted to the UTPA homepage and sites allowing you to meet the current UTPA security standards.

Q:How do I receive and install the policy key agent?
A:
If you have not already logged on to the UTPA SafeConnect environment prior to this time, and connecting with a machine not already in the UTPA domain, the SafeConnect appliance will automatically prompt you to download and install the agent when you attempt to connect to an internet web site. When prompted, follow the instructions presented by the installer to proceed through the installation process. The PolicyKey Agent will be installed as an application service and will start automatically each time you start up your computer and connect to the SafeConnect network. If you are using a UTPA domain machine you will not be prompted to install this agent since the Policy Key Agent will have already been installed to your machine, prior to this, using SMS.

Q:Do I have to use the SafeConnect Policy Key?
A:
Yes, All Microsoft Windows PCs and Macintosh computers are required to have the policy key installed to operate on the UTPA network. This requirement helps ensure a safe operational environment for all who use the UTPA network. Currently, Linux, and FreeBSD machines are not required to install the SafeConnect Policy Key, but will still be required to authenticate.

Q:What does the SafeConnect Policy Agent actively do on my system?
A:
The SafeConnect Policy Agent continuously validates that your system meets the minimum security standards currently in place on the UTPA network.

Q:What about my privacy?
A:
Of course your privacy is of the utmost importance to us here at the University, along with providing you the ability to experience a safe, productive, and enjoyable work and learning environment. The SafeConnect Policy Agent scans only for what is needed on your computer to meet the current UTPA network security standards. For example this may include various Windows updates, running services, antivirus, malware, and anti-spyware software. Your UTPA authentication credentials, MAC address, client IP, and related information is collected for proper system function and client protection; however no personal user data is being stored or collected by the SafeConnect system.

Q:If I am quarantined, can I access remote sites to update my system?
A:
Yes, if you are quarantined by the University’s SafeConnect system you will still be allowed to reach certain sites such as Microsoft, and several authorized anti-virus websites to help bring you system into compliance. If you have any further questions about you system being quarantined please contact the UTPA Information Help Desk at x2020.

Q:How often will I be prompted to log in to UTPA SafeConnect?
A:
Once logged in, you will not be prompted to enter your credentials again, under most circumstances, for a specific period of time once authenticated. You will not be prompted to re-install the SafeConnect Policy Key Agent again unless it has been removed since last accessing the SafeConnect environment. Currently, SafeConnect does not offer an agent for Linux users. Therefore, Linux users must log in through the Web Portal page each time they connect to the network.

Q:What are the benefits of utilizing the SafeConnect environment in our network?
A:
The SafeConnect Policy Agent and Authentication portal is part of UTPA’s effort to help you keep your work and study environments free from those operational issues that could otherwise compromise and harm your computer. Devices protected in this way generally perform much better and require much less downtime due to damage caused by malicious software or network activity. In addition, the SafeConnect Policy Agent helps to ensure that the average user has the fastest possible browsing experience while connected to the University’s network. It accomplishes this by ensuring that the unwanted communications do not flood the University’s Internet connection, resulting in much slower connections for legitimate bandwidth use or by restricting certain applications that would otherwise consume an unjustifiably large share of the Universities bandwidth, again resulting in a much degraded connection for the majority of users.

Q:Will my computer still work when I connect to my home or other network?
A:
Yes, the SafeConnect Policy Key agent remains active only when you computer is connected to the UTPA network. When connecting to any other network, the agent is dormant and will not interfere in any way with your home or other network communication.

Q:Can I connect my XBOX, Playstation, or other Non-Computer equipment to the UTPA network from University housing and the dorms?
A:
Yes. SafeConnect will recognize game consoles and other non-computer devices automatically and allow them on to the network with no authentication necessary. On the wired network, all you need to do is plug in your Ethernet cable and your device will be recognized and allowed to connect to the internet.

If you have any problems connecting your non-PC device to the network, please contact the IT Help Desk at x2020.

Q:Where can I find more information pertaining to security and network use policies here at UTPA?
A:
You will find further information on this topic by reading sections 8.9.1 and 8.9.2 of the University Handbook of Operating Procedures, which can be found by following the link provided here:
http://www.utpa.edu/hop.
Additional security information can be found on the UTPA Information Security Policy and Standards webpage found here:
http://portal.utpa.edu/utpa_main/dba_home/iso_home/policy

Office 365
Q:How do I find and remove large emails?
A:

The instructions for finding and removing large emails are different based on the Operating System and the version of Outlook client that you are using. Please select the appropriate link below.



Alternately you can watch the video tutorials on removing large attachments for the different email clients.

Instructions on backing up your email can be followed before deleting any emails.

Q:How do I reconfigure my email clients once my mailbox has been migrated to Office 365?
A:

Instructions for configuring different email clients after your mailbox has been migrated to Office 365 are provided below.



Q:How do I get Microsoft Lync setup?
A:

Microsoft Lync lets you connect with others through instant messaging (IM), video calls, and online meetings. Below are quick start guides for getting Lync setup on desktop or mobile devices. You can also use the recommended audio and video equipment guide to help you get started.

Q:How do I prepare my computer for the migration to Office 365?
A:
To prepare for the Office 365 migration, please follow the steps below:

Step 1: Remove any email or calendar attachments that are 15MB or larger. Follow these instructions on how to remove large attachments.

Step 2: Windows PC users verify that your computer system meets the minimum requirements by following the instructions in the Check System Information How-To Guide.

* Office 365 Requirements*

Operating SystemWindows 7 or higher

Microsoft Office Version Microsoft Office Professional Plus 2007 (Good)
Microsoft Office Professional Plus 2010 (Better)
Microsoft Office Professional Plus 2013 (Best)

Internet Explorer 9 or higher

*Windows XP Users: Please call Jose Diaz at 956-665-3593 for operating system assistance.

If you need to upgrade your Microsoft Office software, you can follow the Run Advertised Programs instructions or you can call the IT Help Desk at 956-665-2020 for assistance.

Q:What do I do if I’m experiencing issues with Office 365?
A:
Initial migrations to Office 365 have gone extremely well considering the size and complexity, but a few minor issues have appeared. If you are having any post-migration issues, check the questions below. If you find your particular issue is not addressed, contact the IT Help Desk at 956-665-2020 or at (helpdesk@utpa.edu).

  1. My desktop client or mobile device is unable to retrieve email. How can I fix this?
    Please follow the instructions on reconfiguring your mail client for your specific email client. If this does not help resolve your issue please call the IT Helpdesk at 956-665-2020.
  2. Since the migration, I have come across addresses that do not work (undeliverable email). I have noticed that if I use the recipient's name from the "To" line (autocomplete), I will get that error, but if I search for the recipient’s name in the email directory and use it, then it works fine.
    Items stored in the cache of your copy of Microsoft Outlook may not work correctly with the new server. To correct this, open Outlook using your new profile (the one pointing to Office 365) and do the following:
    • Go to File > Options
    • Select Mail
    • Scroll down and click "Empty Auto-Complete list"
    This will remove all the "remembered" e-mail addresses that now have an invalid path.
  3. I am trying to update a distribution list and get the get the following error "You do not have sufficient permission to perform this operation on this object."
    This is a transitional problem caused by having some members of the distribution list on one server and some on the other. Contact the Access Administration Office at Ext. 7174 or email at accessadmin@utpa.edu to have our systems group update the distribution list for you.
  4. When viewing a message in webmail, I get the following error: "This message has a digital signature. The digital signature couldn't be validated because the S/MIME control isn't available." What does this mean?
    There is an issue resolving some security certificates in Office 365 web mail. This does not affect the message itself, which is still readable, but makes it impossible to verify the sender of the message. At this time we are recommending that people do not reinstall their security certificates until after they have been successfully migrated to Office 365.
  5. When I log in to the myUTPA portal, why do I see an error message on the Outlook tab that says "Outlook preview is temporarily unavailable?"
    In my.UTPA.edu under Email Preview, you will see the new Office 365 tab and the old Outlook tab. If you click on the Outlook tab, you will see the error message “Outlook preview is temporarily unavailable.” This is because the Office 365 campus migration to the Cloud is currently in progress and there are two email systems concurrently active -- the one on-premises and the one in the Cloud. Once the migration to Office 365 is completed, the Outlook tab will be removed.
  6. I am using Outlook 2011 for the Mac and can't access the contacts stored on the server.
    Unfortunately, the current version of Outlook for the Mac lacks this functionality. Until it can be fixed, you may want to move these contacts to your Mac's Address Book application and use Apple's iCloud service to sync them across your devices.
  7. What do "Free" and "Busy" mean in the calendar?
    Terms used to indicate a person’s availability.
  8. How can I change my password for Office 365?
    You can change your password by going to myaccount.utpa.edu
  9. How do I change the time zone in OneDrive for Business?
    On the Top Menu Bar, click on the wrench, and select Site Settings. Under Site Administrations, click on Regional Settings. Change the Time Zone to (UTC–0:600) Central Time (US and Canada), and click OK.


Q:What changes should I expect with Office 365?
A:
  1. What is Office 365?
    A cloud-based version of Microsoft Office, the familiar collaboration and communication applications and services that include: Microsoft Exchange, OneDrive for Business, Lync, and SharePoint. Office 365 is a full-featured email system that offers some great capabilities like integrated calendaring, web access, mobile device access support, and an increase in mailbox size from 5GB to 50GB. Office 365 is designed to allow its users the flexibility of working from virtually anywhere they have Internet access and through multiple devices.
  2. What are the limits of the new system? Can they be changed?
    Here are the new limits under Office 365. They are set by Microsoft and cannot be changed.
    • Quota: 50GB
    • Maximum size of attachment sent/receive: 25MB
    • Maximum number of recipients per message: 500
    • Maximum number of recipients per day: 10,000
    These limits are very high, but in a few rare cases, you may encounter exceed one or more, especially if you frequently send emails to a large number of recipients. Please note: If you reach 10,000 recipients in a day, your email will be locked for 24 hours by Microsoft and the UTPA IT Help Desk will not be able to unlock it.

    If you send a large number of emails, you can request an email distribution list, which allows you to send out multiple emails to a list of addresses from a single email address. Sending an email to the distribution list will cause it to be sent to everyone you have added to that list.

    If you need more information regarding alternative methods of sharing large files or sending large numbers of email messages, please contact the IT Help Desk.
  3. Is 50GB bigger than my current email quota?
    Yes! Faculty and staff usually have about 5GB of email storage. This will give them up to 10 times more storage space.
  4. Will my email address change?
    No, you will keep your existing email address and username.
  5. Will my password change?
    No.
  6. How do I log in to Office 365 using a web browser?
    If you check your email using Outlook Web App (OWA), the web address has changed from https://outlook.utpa.edu to http://utpa.edu/mail. Enter your UTPA username and password then click the Sign-On button.
  7. Do I need to upgrade my browser?
    Windows users should upgrade to at least Internet Explorer 9. Most modern browsers will work fine for Outlook Web App (OWA).
  8. Do I need a new email client?
    Possibly. If you use Outlook, you must be using Outlook 2010 or 2013 (Windows) or Outlook 2011 (Mac). Older versions will not work. If you use Mac Mail, versions for Leopard, Snow Leopard, and Lion will work, but may require some reconfiguration. Please call the IT Help Desk at (956) 665-2020 for assistance.
  9. Will mailbox and calendar sharing permissions (delegates) be migrated or will they have to be set-up again?
    Delegate permissions will migrate, but will require that users with delegation be migrated together.
  10. I check my mail using my Apple iPhone/iPad mobile device. Will that work with Office 365?
    Yes. However, you will have to reconfigure your native iOS mail app.
  11. I check my mail using my Google Android mobile device. Will that work with Office 365?
    Yes. However, you will have to reconfigure your native Android mail app.
  12. I check my mail using my Windows Mobile device. Will that work with Office 365?
    Yes. However, you will have to reconfigure your native Windows Mobile mail app.
  13. I check my mail using a web browser. What will change for me?
    If you check your email using a web browser, [i.e., Outlook Web App (OWA)], your web address changed from https://outlook.utpa.edu to http://utpa.edu/mail. Enter your UTPA username and password then click the Sign-On button.
  14. Can I move my existing mail to the new server?
    All your mail currently on the existing servers should be migrated for you (though it's always a good idea to back up anything vital).
  15. Will all my contacts, notes, etc., be transferred?
    If they are stored on the server, they will be transferred along with your mail.
  16. Will I be able to share my calendar with a Mac user?
    Yes, you will be able to share calendars between Mac and PC users.
  17. Will the connection between my computer and the Cloud server be secure?
    Yes. The email connection types (Exchange, IMAP, and SMTP) all support SSL encryption to secure your connection, and the web mail client uses https to secure your connection.
  18. Will my username and password be handled securely in the Cloud?
    Yes. Your username and password are encrypted for security.
  19. Will my data be handled securely in the Cloud?
    Office 365 mitigates against the risk of unauthorized physical access with extensive protections in their datacenters and operational procedures. Additionally, data from UTPA is housed only on servers located within the United States.
  20. What operating systems are supported?
    Both Windows and Mac are supported, but make sure your system is up to date. You should be running Windows 7 with Service Pack 1, and Mac OS X 10.5.8, 10.6.8, or 10.7.3 for Macs. You can get more information on Office 365 system requirements on the Microsoft website.
  21. What about my archived mail / PST files?
    If you currently use PST files (Outlook archive files) they will continue to work as before, stored on your local PC, or you may choose to upload them to the server where you can access them from anywhere. In the same way, mail stored on your local Mac or PC in standard mailbox (mbox) files can be used as is or uploaded to the new server. Please call the IT Help Desk at (956) 665-2020 for assistance in handling PST files.


Q:How do I manage spam/junk e-mail in my desktop e-mail client like Outlook?
A:
You can use the below Anti spam features guides to help manage Spam/Junk mail in your desktop e-mail client.

Q:What kinds of pictures can I post as my profile photo?
A:
Below are the requirements for appropriate profile photos on Microsoft Lync:

Pictures should be:
  • A clear, recent picture of you, as you actually appear
  • Professional in appearance

Pictures should not be:
  • University seal or trademarks
  • Logos, copyrighted images
  • Avatars
  • Heroes, celebrities, etc. unless that’s you


Oracle
Q:How can someone that is off campus approve time cards or delegate permissions on Oracle?
A:

Some Oracle tasks are blocked from being used outside of campus without a secure connection. You can access those resources by using a secure connection with VPN (myUTPA.



Q:How do I access my Oracle files online? (Oracle Collaboration Suite/My Home/Map Drive)?
A:

From a web browser, go to myhome.utpa.edu and use your username and password to log in.



Q:What is an Oracle account?
A:
An Oracle Account is where Full-Time, Part-Time, Direct Wage, and Work Study employees are able to access their time cards online, check personal information, benefits, pay stub, and W2 form.

Q:Why does my username and password work on assist but not on Oracle?
A:
Oracle and ASSIST use the same username and password. If you're unable to log in, your Oracle account may not be active. To verify if your account is active you can contact the IT Help Desk at 956-665-2020.

Q:What forms do I have to submit in order to have an Oracle account?
A:
You need to submit your M.O.E. (Memorandum of Employment) to Human Resources. Once the account is created an envelope will be sent to your mailing address, or you will be notified via your supervisor that you need to pick up your sealed envelope at the Computer Center Distribution Window.

Q:I have been working at the University for over a week, why is my account still not active?
A:

In order to have an active account, your department needs to forward a Memorandum of Employment (MOE) to Human Resources. Once Human Resources processes the paperwork, it takes an additional 24-72 hrs for an account to be created. Please take into consideration that the MOE is routed to several other offices before it reaches HR. To check if HR has received or processed your MOE, your supervisor can send an e-mail to oracle-hrrecords@utpa.edu with any inquiries.



Q:How do I request access to a specific function in Oracle for a full-time employee (Small Purchases Order) or get Oracle permissions?
A:
Contact the Oracle Business Analysts in the Comptroller's Office at ext. 2701

Printing
Q:Who is allowed to print in the computing labs?
A:
The computer labs are funded by student fees. Therefore, only students will be allowed to print in the computer labs. Printing is provided for academic purposes only. It is considered abuse to use UTPA campus printing for commercial purposes. Abuse can result in loss of computing lab printing privileges.

Q:How many credits will I get every semester?
A:
Quota is awarded automatically each semester to enrolled students, and current employees/staff.
Students
  • Fall: 250 Credits
  • Spring: 250 Credits
  • Summer: I 125 Credits
  • Summer: II 125 Credits

Faculty/Staff:
  • 25 credits per semester


NOTE: Printing quotas and costs are subject to change each semester.

Additional credits can be requested by students once their quota has been depleted. Students must come in person to the scheduling office located in ACSB 2.162 during regular hours, Monday – Friday from 8:00a.m.-5:00p.m. with a valid UTPA student ID.

Q:What are the costs for printing?
A:
  • B&W Single-Sided 1 Credit
  • B&W Double-sided 0.5 Credit
  • Color-Single-sided 2 Credits
  • Color Double-sided 3 Credits

NOTE: Printing quotas and costs are subject to change each semester.



Q:What happens when my quota is exhausted?
A:

Once the print quota has been exhausted, the student will need to visit the scheduling office in ACSB 2.162 during regularly scheduled hours, Monday – Friday from 8:00a.m.-5:00p.m., to request additional credits to his/her account. You must present a valid UTPA BronCard when requesting additional credits. An additional 50 credits will then be issued to your account.

NOTE: At the beginning of the Fall and Spring semester, students are allocated 250 printing credits and during Summer I and Summer II students are allocated 125 printing credits.



Q:Will unused credits be transferred to the next semester?
A:
The unused portion of the fee allowance expires at the end of the academic semester. You will be allocated a new printing allowance at the beginning of every semester.

Q:What happens if my print job is eligible for a refund?
A:
If a print job is deemed to be eligible for a refund, the credit to the account will be made within one business day of receiving the refund request.

Q:How can I reduce my printing use?
A:
  • Proofread what you are about to print, so you won't need to reprint because of typos.
  • Always print preview your work before submitting it to print.
  • Only print the pages needed. You can specify which pages to print in the page-range area of the print window.
  • Use single or 1½ spacing instead of double spacing, and reduce the page margins.
  • Avoid printing email messages & web pages directly from the internet. Copy and paste the text you need into a Word document.
  • Send and save documents electronically instead of printing out hard copies.
  • If you are printing a PowerPoint presentation print it in outline view.
  • Use campus copiers to make multiple copies of a document.
  • Duplexing is possible on many campus printers and photocopiers. It only takes a few extra seconds to get two to four pages printed on one piece of paper


Q:How do I get my refund?
A:
A print job that is illegible (faded, large streaks, crumpled paper) resulting from a problem with a printer will be eligible for a refund. Any print job that does not print properly because of any user error or web site settings will not be eligible for a refund. To request a refund, bring in the illegible printout to the office located in the ACSB 2.162. during regular hours of Monday – Friday from 8:00a.m.-5:00p.m. Office Staff will determine if printouts are eligible for a refund. If you have any questions, contact our office at (956) 665-5343.

Q:Where are the wireless printers located on campus?
A:
Wireless Printer Locations
BuildingLocation
Academic ServicesACSB 1st floor – Next to the IT Service Desk
ACSB 1st floor – Civil Engineering outside ASB 1.217
ACSB 2nd floor – Area outside the elevator
ACSB 2.112 – Learning Studio
Arts and HumanitiesARHU 1st floor – At the Art Exhibition Lobby
Business AdministrationBUSA 212 – Study Room
Education ComplexEDUC 3rd floor – Above COLTT
EngineeringENGR 1.214 – Study Room
Health Sciences and Human Services WestHSHW 1.262 – Student Lounge
LibraryLIBR 1st floor – Inside Jazzman’s Cafe
LIBR 3rd floor – Entrance to Lounge Area
Mathematics and General ClassroomsMAGC 1.106 – Student Lounge
McAllen Teaching SiteMTS 1.113 – Inside Computer Lab
Social and Behavioral ScienceSBSC 2nd floor – Across the elevator
ScienceSCNE 1st floor – Across Sandella’s Cafe
Student UnionSTUN 1st floor – Next to the reception desk
University CenterUCTR 1st floor – Lobby Area
Visual Arts BuildingVABL Bldg. – Across from Student Lounge (VABL 1.119)


Q:How can I increase the number of pages I’m allowed to print?
A:
To increase your printing quota, you must call the computer lab scheduling office at (956) 665-5343, or stop by at ACSB 2.162.

Telephone
Q:How do I retrieve my phone messages from Voice Mail off/on campus?
A:
Dial 665-2232. When dialing from outside the University press the # sign and enter your mail box number, enter your password and then press # sign. You would then press 2 to retrieve your messages. If you are on campus you would need to dial ext 2232 enter your password and then press # sign. You would then press 2 to retrieve your messages.

Q:How do I set up my personal greeting in Voice Mail?
A:
You would need to log into your voicemail box and select option 3 to set up your personal greets and follow the automated instructions.

Q:I have questions about my telephone service. Where do I call?
A:
You can call:
665-7155 - Billing questions
665-7155 - Telephone services

Q:What is directory assistance phone number?
A:
You can call 956-665-UTPA (8872) for the 24 hour voice activated directory assistance from off campus or x8872 if you are on campus or dial 0 for the operator.

Q:How do I configure my Voicemail settings using my phone?
A:
You can find a detailed navigation map in the Voicemail navigation and setup guide to configure settings using your phone.

Q:Is there a website I can use to configure my Voicemail preferences?
A:
Please go to http://utpa.edu/voicemail and log in with your 4-digit phone extension and the voice mailbox numeric password that you use to access your voicemail.

Detailed instructions on all the options can be found in the Voicemail features web setup guide.

Q:How do I use my phone set?
A:
You can find detailed instructions below based on the model of your phone.

Q:How do I purchase a phone set?
A:
Phone handset, headset or conference phones can be purchased through iShop. You can login to iShop by going to myUTPA

VPN
Q:Where can I find more help on the VPN solution?
A:
Please log in to myUTPA and click on the Help & Downloads tab to view FAQ's and download the clients.

Web
Q:How do I request a website to be created or an existing website to be redesigned?
A:
Please fill out the Web Services Request Form and send it to the New Computer Center. To avoid any delays, make sure that the budgetary account information is filled out and the form has all the required signatures including that of the Project Manager. NO FEES will be accrued to your budget. Once we receive the form a web designer will contact you to setup an initial meeting to gather requirements, discuss project details, scope and timeline.

Q:How do I request content updates to my website?
A:
Please email webhelp@utpa.edu with the change request. A ticket will be created automatically for you to track the progress of your request.

Q:Do I get web space to host my personal website?
A:
Personal web space is available for Students and Faculty.
Students can go to http://students.utpa.edu to get started.
Faculty can go to http://faculty.utpa.edu to get started.


Q:What standards does my website have to comply with?
A:
The University of Texas-Pan American Handbook of Operating Procedures (HOP) section 8.9.2, details the computer and information technology use policy.

Web publishers are responsible for the content of the pages they publish and are expected to abide by the highest standards of quality and responsibility. These responsibilities apply to all publishers, whether they are colleges, departments, student or employee organizations, or individuals. Users must not assume that their information is restricted to the campus community. Faculty, staff, and students may not use web pages for commercial activity.

In addition your website must comply with the State and UT System Accessibility policies. Best practices can be found in our procedures outlined here.

Q:How do I map a network drive?
A:
Instructions for mapping a network drive on Windows XP can be found here.
Instructions for Windows 7 can be found here.

To map a drive to the web server, in the folder box type \\utpaweb\sharename$ using your share name. Make sure to add the dollar sign at the end. If this does not work try \\129.113.205.61\sharename$. Make sure the box that says Reconnect at Logon is checked so that the mapped drive will be available to you even if you logout or reboot your computer.

If you are logged into the machine with your domain account (which is your UTPA username password) then you will not be asked for a username and password. But if you are not logged in with your domain account then you will be prompted to enter your credentials. In the username box type utpa\ and your password to connect.

Q:How do I make my website accessible to comply with Section 508 standards?
A:
Guidelines, best practices and links to free online tools can be found in our procedure outlined here.

Q:Can I register a .com, .net, .org or other such domains for my website?
A:
External domains such as these cannot be registered for departmental use. Circumstances under which they can be used can are outlined here.

Q:Are there any tutorials available for the Content Management System?
A:

We have a set of self paced videos that will walk you through some basic tasks in the Content Management System. You can find the links below.

CMS Video Tutorials

Oracle Drive Video Tutorials




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