Help Me Find Answers

Need help?

The links below will quickly direct you to the right information.

Read the statements and click on the one that best describes your situation.  Keep clicking as other statements appear, and you'll be guided to the right page for your situation.

And don't forget, you can always call the IT Service Desk (208-282-HELP) to talk to a real live person who can help you out or visit one of our in person support locations.

Let's get started.

• I'm having a problem with an existing account, system or device.
• I'm having a problem with a device (phone, computer, printer, etc).
  • I'm having problems with my ISU owned computer.
    • I can't get to the internet or online resources on my computer.
      • I have a wired connection (a blue or orange cable running to the wall).

        You'll want to request Wired Network Troubleshooting

        In the future you can find this request under Services / Networking & Wireless / Wired Network Troubleshooting.

      • I connect wirelessly.

        You'll want to request Wireless Network Troubleshooting

        In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting.

    • My computer or monitor is physically broken and needs repaired or replaced.

      You'll want to Request PC Repair.

      In the future you can find this request under Services / Computers & Connected Devices / Request PC Repair.

    • My computer won't turn on, makes unusual noises or won't boot up.

      You'll want to Report a problem with your computer.

      In the future you can find this request under Services / Computers & Connected Devices / Report a problem with your computer.

    • The computer turns on, but my software doesn't work as expected.

      You'll want to Report a problem with your computer.

      In the future you can find this request under Services / Computers & Connected Devices / Report a problem with your computer.

    • I need new software (Adobe Reader, Adobe Professional, etc).

      You'll want to Request Desktop Software.

      In the future you can find this request under Services / Software and Applications / Desktop Software.

    • I got a new computer and need it set up.

      You'll want to Request Computer Setup.

      In the future you can find this request under Services / Computers & Connected Devices / Request Computer Setup.

    • I'm giving my computer to someone else or need my computer setup again.

      You'll want to Request Computer Setup.

      In the future you can find this request under Services / Computers & Connected Devices / Request Computer Setup.

    • I have old computers that I want to surplus or get rid of.

      You'll want to Request General Assisstance.

      Please be sure to include the tag numbers of all devices you would like to surplus.

    • I'm having another issue that isn't listed here.

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I'm having problems with my personally owned computer.
    • I can't get to the internet or online resources on my computer.
      • I have a wired connection (a blue or orange cable running to the wall).

        You'll want to request Wired Network Troubleshooting

        In the future you can find this request under Services / Networking & Wireless / Wired Network Troubleshooting.

      • I connect wirelessly.

        You'll want to request Wireless Network Troubleshooting

        In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting.

    • My computer or monitor is physically broken and needs repaired or replaced.

      Generally, ISU does not provide support for personally owned computers or peripherals.

      However there are some basic tasks we can assist you with, if you would like to submit a ticket we would be happy to let you know if the trouble you're experiencing is something we can assist with.

      If not, we can provide a list of independent contractors and businesses in the area who service personal computers.

      Please fill out a General Assistance request or call us at 208-282-HELP (4357) to find out more.

    • My computer won't turn on, makes unusual noises or won't boot up.

      Generally, ISU does not provide support for personally owned computers or peripherals.

      However there are some basic tasks we can assist you with, if you would like to submit a ticket we would be happy to let you know if the trouble you're experiencing is something we can assist with.

      If not, we can provide a list of independent contractors and businesses in the area who service personal computers.

      Please fill out a General Assistance request or call us at 208-282-HELP (4357) to find out more.

    • The computer turns on, but my software doesn't work as expected.

      You'll want to Report a problem with your computer.

      In the future you can find this request under Services / Computers & Connected Devices / Report a problem with your computer.

      Please note that while we will do our best to assist, we may only be able to offer limited support for software that is not owned by ISU.

    • I need new software (Adobe Reader, Adobe Professional, etc).
      Most ISU software can only be installed on ISU owned devices. However there are exceptions, so please fill out our form to Request Desktop Software to determine if the software you need is available for installation on a personally owned computer.
      

      In the future you can find this request under Services / Software and Applications / Desktop Software.

    • I got a new computer and need it set up.

      Generally, ISU does not provide support for personally owned computers or peripherals.

      However there are some basic tasks we can assist you with, if you would like to submit a ticket we would be happy to let you know if the trouble you're experiencing is something we can assist with.

      If not, we can provide a list of independent contractors and businesses in the area who service personal computers.

      Please fill out a General Assistance request or call us at 208-282-HELP (4357) to find out more.

    • I'm giving my computer to someone else or need my computer setup again.

      Generally, ISU does not provide support for personally owned computers or peripherals.

      However there are some basic tasks we can assist you with, if you would like to submit a ticket we would be happy to let you know if the trouble you're experiencing is something we can assist with.

      If not, we can provide a list of independent contractors and businesses in the area who service personal computers.

      Please fill out a General Assistance request or call us at 208-282-HELP (4357) to find out more.

    • I have old computers that I want to surplus or get rid of.
      ISU will not dispose of personally owned devices. If your personally owned device how institutional, protected or sensistive information on it however, please fill out a General Assistance request or call us at 208-282-HELP (4357) so we can work with you to properly destroy such data.
    • I'm having another issue that isn't listed here.

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.
  • I'm having problems with the phone on my desk.
    • My phone cannot make calls, drops calls or is difficult to hear.

      You'll want to Report a Telephone Problem.

      
      

      In the future you can find this request under Services / Telephone and Voicemail / Report a Telephone Problem.

    • I've changed offices or moved, and need to have my phone moved or changed.

      You'll want to fill out a Telephone Moves, Adds, or Changes form.

      In the future you can find this request under Services / Telephone and Voicemail / Telephone Moves, Adds, or Changes.

  • I'm having problems with my ISU cell phone.
    • My phone cannot make calls, drops calls or is difficult to hear.

      You'll want to Report a Telephone Problem.

      
      

      In the future you can find this request under Services / Telephone and Voicemail / Report a Telephone Problem.

    • I had wireless on my phone before, but it no longer works.

      First, you can review this article to verify your device is configured correctly for the wireless network: Connecting to TigerNet

      If your device is configured correctly please fill out a Wireless Network Troubleshooting form to get assistance.

      In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

  • I'm having problems with my printer or scanner.
    • My printer is broken, consistantly jamming or getting very hot.

      You'll want to Request Printer Repair.

      
      

      In the future you can find this request under Services / Computers & Connected Devices / Request Printer Repair

    • Printing is streaking, faded or I need the toner recharged.

      You'll want to Request Toner Cartridge Recharge.

      
      

      In the future you can find this request under Services / Computers & Connected Devices / Request Toner Cartridge Recharge

    • Others in my office can print, but I cannot.
      You can Report a problem with your computer and we will troubleshoot the issue.
      

      In the future you can find this request under Services / Computers & Connected Devices / Report a problem with your computer

  • I'm having problems with another device.

    You'll want to Request General Assisstance.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• A system isn't working the way I expect (Bengalweb, Banner, Moodle, Wireless, Labs, etc)
• I'm having a problem with Bengalweb
  • I can't log in to Bengalweb.

    Please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

    In the future you can find this request under Services / Accounts and Access / Can't Log into Account

  • I need to find my grades or a get a transscript

    You'll want to read our Seeing Grades and Getting a Transcript article.

    In the future you can find this article under Knowledge Base / Website Access and Support / Bengalweb / Seeing Grades and Getting a Transcript.

    If you can't find the information you need there, please Request General Assisstance and let us know.

  • I am getting an error message in Bengalweb.

    You'll want to Report a Bengalweb Problem.

    In the future you can find this request under Services / Website Access and Support / BengalWeb /Report a Bengalweb Problem

  • I need to have some content in Bengalweb changed or updated.

    You'll want to fill out our Request Content or Link Change form.

    In the future you can find this request under Service Catalog / Website Access and Support / BengalWeb / Request Content or Link Change

  • I'm having another issue that isn't listed here.

    You'll want to Request General Assisstance.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I'm having a problem with Moodle (elearn.isu.edu)
  • I can't log in to Moodle.

    Please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

    In the future you can find this request under Services / Accounts and Access / Can't Log into Account

  • I need a MetaCourse created.

    You'll want to fill out our Request Metacourse form.

    In the future you can find this article under Service Catalog / Teaching & Learning / Moodle / Request Metacourse.

  • I'm teaching 2 sections and need to combine them.

    You'll want to fill out our Request Metacourse form.

    In the future you can find this article under Service Catalog / Teaching & Learning / Moodle / Request Metacourse.

  • I need to copy my course from last semester or back up my course

    You'll want to read our Backing Up and Restoring a Moodle ISU Course article.

    In the future you can find this article under Knowledge Base / Teaching & Learning / Moodle / Backing Up and Restoring a Moodle ISU Course.

  • I am getting an error message in Moodle.

    You'll want to Request General Assisstance.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I'm having another issue that isn't listed here.

    You can review our Knowledge Base articles about Moodle.

    If you can't find what you need, please submit a Request General Assisstance. form

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I'm having a problem with Wireless on my phone or laptop
  • I'm ISU Faculty or Staff and my wireless isn't working.

    First, you can review this article to verify your device is configured correctly for the wireless network: Connecting to TigerNet

    If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

    In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

  • I'm an ISU Student

    To access the wireless network you'll need an ISU Computer Account.

    If you already have a computer account, you can review this article to verify your device is configured correctly for the wireless network: Connecting to TigerNet

    If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

    In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

  • I'm a visiting faculty, staff or student from an Eduroam® School

    First, you can review this article to verify your device is configured correctly for the wireless network: Connecting to Eduroam®

    If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

    In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

  • I'm visiting campus (with a conference, a tour, etc.)

    Please read this article for information about Connecting to TigerGuest and follow the instructions provided.

    If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

    In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

  • I'm having another issue that isn't listed here.

    You'll want to Request General Assisstance.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I'm having a problem in an ISU Computer Lab
  • When I try to log in, I get the error "Authentication Failed. Bad username or password."

    This error means your username and password could not be verified. Please make sure you are logging in with your username without the @isu.edu on the end.

    Please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

    In the future you can find this request under Services / Accounts and Access / Can't Log into Account

  • When I try to log in, I get the error "Authorization Failed. You do not have an ISU Computer Account."

    This error means you typed your username and password correctly, however our records show you don't have an ISU Computer Account.

    To access the ISU Computer Labs you'll need to fill out the Request Computer Account form.

    If you already have a computer account, you can submit a Request General Assisstance form.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I'm out of printing funds in GoPrint and need to request more.

    You'll want to Request Additional Printing or Printing Refund.

    In the future you can find this request under Service Catalog / Teaching & Learning / Classrooms & Computer Labs / Request Additional Printing or Printing Refund

  • I printed in the labs but the print job got jammed, came out faded or had toner streaked on the page.

    You'll want to Request Additional Printing or Printing Refund.

    In the future you can find this request under Service Catalog / Teaching & Learning / Classrooms & Computer Labs / Request Additional Printing or Printing Refund

  • I'm a faculty member or instructor and need to request temporary accounts for my students to use a computer lab.

    You'll want to Request Computer Lab Assistance.

    In the future you can find this request under Service Catalog / Teaching & Learning / Classrooms & Computer Labs / Request Computer Lab Assistance

  • I'm having another issue that isn't listed here.

    You'll want to Request General Assisstance.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I'm having problems with Banner
  • I can't log in to Banner.

    Please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

    In the future you can find this request under Services / Accounts and Access / Can't Log into Account

  • I can no longer get to a Banner screen or form I was previously able to access.

    You'll want to Report a Banner Problem.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

    In the future you can find this request under Service Catalog / Software and Applications / Banner / Report a Banner Problem

  • I am getting an error message in Banner or SSB.

    You'll want to Report a Banner Problem.

    In the future you can find this request under Service Catalog / Software and Applications / Banner / Report a Banner Problem

  • I need access to a new form in Banner.

    You'll want to Request Banner Access.

    In the future you can find this request under Service Catalog / Software and Applications / Banner / Request Banner Access

  • There is a Banner upgrade my area needs installed.

    You'll want to Request Software Upgrade / Install.

    In the future you can find this request under Service Catalog / Software and Applications / Banner / Request Software Upgrade / Install

  • I'm having another issue that isn't listed here.

    You'll want to Report a Banner Problem.

    In the future you can find this request under Service Catalog / Software and Applications / Banner / Report a Banner Problem

• I'm having problems with Argos, BDM or another enterprise system.
  • I can't log in.

    Please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

    In the future you can find this request under Services / Accounts and Access / Can't Log into Account

  • I need access to run reports.

    You'll want to Request Access to Argos.

    In the future you can find this request under Service Catalog / Software and Applications / Reporting / Request Access to Argos

  • I need to have a new report created, or can't find the report I need.

    You can submit a Request or Find a Report form.

    In the future you can find this request under Service Catalog / Software and Applications / Reporting / Request or Find a Report

  • I'm getting an error in Argos or am having another Argos problem.

    You can submit a Report an Argos Problem form.

    In the future you can find this request under Service Catalog / Software and Applications / Reporting / Report an Argos Problem

  • I need access to the document management system, recruiting system, etc

    You'll want to Request Access to Other Enterprise Software.

    In the future you can find this request under Service Catalog / Software and Applications / Other Enterprise Software / Request Access to Other Enterprise Software

  • I'm getting an error in document management, the recruiting system, etc

    You'll want to Report a Problem using Enterprise Software.

    In the future you can find this request under Service Catalog / Software and Applications / Other Enterprise Software / Report a Problem using Enterprise Software

  • I need to have an upgrade installed for an enterprise system

    You'll want to Request Application Upgrade/Install.

    In the future you can find this request under Service Catalog / Software and Applications / Other Enterprise Software / Request Application Upgrade/Install

  • I'm having another issue that isn't listed here.

    You'll want to Report a Problem using Enterprise Software.

    In the future you can find this request under Service Catalog / Software and Applications / Other Enterprise Software / Report a Problem using Enterprise Software

• I'm having problems with another system.

  You'll want to Request General Assisstance.

  Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I'm having a problem logging in (Bengalweb, Moodle, Banner, VPN, Wireless, Labs, etc)
• I have an account but can't log in due to a bad username or password.

  Please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

  In the future you can find this request under Services / Accounts and Access / Can't Log into Account

• I know my username and password, but my account has expired.

  You must be logged in to submit this request. You may need to have your supervisor request this access on your behalf.

  You'll want to Request or Renew Employee Account

  In the future you can find this request under Service Catalog / Accounts and Access / Employee Services / Request or Renew Employee Account.

• Everything works but I need to ask a question or need additional access.

You'll want to Request General Assisstance.

Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I'm having another issue that isn't listed here.

  You'll want to Request General Assisstance.

  Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

• I need to request a new service, new access or to setup a new device.
  • I need wireless access on my phone or laptop.
    • I'm ISU Faculty or Staff.

      First, you can review this article to verify your device is configured correctly for the wireless network: Connecting to TigerNet

      If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

      In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

    • I'm an ISU Student

      To access the wireless network you'll need an ISU Computer Account.

      If you already have a computer account, you can review this article to verify your device is configured correctly for the wireless network: Connecting to TigerNet

      If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

      In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

    • I'm a visiting faculty, staff or student from an Eduroam® School

      First, you can review this article to verify your device is configured correctly for the wireless network: Connecting to Eduroam®

      If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

      In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

    • I'm visiting campus (with a conference, a tour, etc.)

      Please read this article for information about Connecting to TigerGuest and follow the instructions provided.

      If your device is configured correctly or you're having trouble with the article please fill out a Wireless Network Troubleshooting form to get assistance.

      In the future you can find this request under Services / Networking & Wireless / Wireless Network Troubleshooting

    • I'm having another issue that isn't listed here.

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I'm a new employee and need to create an account at ISU.

    You must be logged in to submit this request. You may need to have your supervisor request this access on your behalf.

    You'll want to Request or Renew Employee Account

    In the future you can find this request under Service Catalog / Accounts and Access / Employee Services / Request or Renew Employee Account.

  • I'm an existing employee and need additional access.
    • I need access to a shared department folder on Box.

      Please fill out our Request Other Access form.

      Be sure to include which shared folders you need access to. In the future this form can be found at Service Catalog / Accounts and Access / Employee Services / Request Other Access

    • I need access to reporting tools on campus.

      You'll want to Request Access to Argos.

      In the future you can find this request under Service Catalog / Software and Applications / Reporting / Request Access to Argos

    • I need access to Banner or additional access to Banner.

      You'll want to Request Banner Access.

      In the future you can find this request under Service Catalog / Software and Applications / Banner / Request Banner Access

    • I need access to document management, recruiting, or other enterprise systems.

      You'll want to Request Access to Other Enterprise Software.

      In the future you can find this request under Service Catalog / Software and Applications / Other Enterprise Software / Request Access to Other Enterprise Software

    • I need other access not listed here.

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I have a new computer, printer, phone, etc to set up.
    • I have a new ISU Owned computer to set up.

      You'll want to Request Computer Setup.

      In the future you can find this request under Services / Computers & Connected Devices / Request Computer Setup.

    • I have a new printer to set up.

      You'll want to Request New Printer Setup.

      In the future you can find this request under Service Catalog / Computers & Connected Devices / Request New Printer Setup

    • I need a new phone or have a new phone that needs set up.

      You'll want to fill out a Telephone Moves, Adds, or Changes form.

      In the future you can find this request under Services / Telephone and Voicemail / Telephone Moves, Adds, or Changes.

    • I need a new internet connection in my office.

      You'll want to fill out a Request Network Move, Add or Change form.

      In the future you can find this request under Services / Networking & Wireless / Request Network Move, Add or Change.

    • I have another device that needs set up.

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I need a new course or eval set up in Moodle.
    • I need to combine several courses or sections into a single course.

      You'll want to Request Metacourse.

      In the future you can find this request under Services / Teaching & Learning / Moodle / Request Metacourse.

    • I need a community course.

      You'll want to Request Community Course.

      In the future you can find this request under Services / Teaching & Learning / Moodle / Request Community Course.

    • I need a development or sandbox course.

      You'll want to Request Special Course.

      In the future you can find this request under Services / Teaching & Learning / Moodle / Request Special Course.

    • I need a course for a club or event.

      You'll want to Request Special Course.

      In the future you can find this request under Services / Teaching & Learning / Moodle / Request Special Course.

    • I need a Moodle course that will last more then 1 semester.

      You'll want to Request Special Course.

      In the future you can find this request under Services / Teaching & Learning / Moodle / Request Special Course.

    • I need to set up a course eval.

      You'll want to fill out a Request Course Eval form.

      In the future you can find this request under Services / Teaching & Learning / Moodle / Request Course Eval.

    • I need something else in Moodle.

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

  • I need access to the ISU Computer Labs.
    • I'm ISU Faculty or Staff.

      ISU Faculty and Staff should already have access to the ISU Computer Labs as part of their standard employee access.

      If your account has expired, you can submit a Request or Renew Employee Account form.

      If your account is active, but you cannot access the ISU Computer Labs, please Request General Assisstance.

    • I'm an ISU Student

      To access the ISU Computer Labs you'll need an ISU Computer Account.

      If you already have a computer account, but are having trouble logging in, please review our Can't Log into Account page. However due to security concerns, we're only able to reset your password over the phone or in person.

      If you have a computer account, but you cannot access the ISU Computer Labs, please Request General Assisstance.

    • I'm visiting campus (with a conference, a tour, a guest speaker, etc.)

      You'll want to Request General Assisstance.

      Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.

    • I'm an instructor and need to get my students temporary access to an ISU Computer Lab.

      You'll want to Request Computer Lab Assistance.

      In the future you can find this request under Service Catalog / Teaching & Learning / Classrooms & Computer Labs / Request Computer Lab Assistance

  • I'm need something that isn't listed here.

    You'll want to Request General Assisstance.

    Please be as detailed as possible about the issue you are having so we can assist you as quickly and accurately as possible.