ULID Troubleshooting

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This service provides comprehensive assistance to students, faculty, and staff experiencing difficulties logging into their primary university accounts. Our goal is to quickly diagnose and resolve issues preventing access to essential university systems and resources.

Key Features & Benefits:

  • Rapid Diagnosis: Trained IT support specialists quickly identify the root cause of logon failures.
  • Account Access Restoration: Expedited processes to restore access to your university account.
  • Multi-System Support: Assistance with logon issues impacting the primary university account, which typically provides access to:
    • University Portal / Single Sign-On (SSO): Your central gateway to most university applications.
    • Email (Microsoft 365): Access to your official university email.
    • Learning Management System (LMS) (Moodle): Access to course materials, assignments, and grades.
    • Student Information System (SIS) (Banner): Access to academic records, registration, and financial aid.
    • Campus Wi-Fi (Eduroam/GeauxWiFi): Secure network access on campus.
    • Virtual Private Network (VPN): Secure remote access to university resources.
    • University Computers/Lab Workstations: Logging into campus computers.
  • Password Reset & Recovery: Guided assistance with password resets and recovery processes, including multi-factor authentication (MFA) setup and issues.
  • Account Status Verification: Verification of account status (active, locked, expired, etc.) and resolution of associated issues.
  • Browser & Device Compatibility Guidance: Assistance with browser settings, cache issues, or device-specific problems that might interfere with logon.
  • Escalation to Advanced Support: For complex issues beyond initial troubleshooting, problems are seamlessly escalated to specialized teams (e.g., identity management, system administrators).
  • Security Best Practices: Guidance on maintaining account security and preventing future logon issues.

Common Logon Issues We Troubleshoot:

  • Account activation/de-activation
  • Incorrect password attempts / Account locked out.
  • Password Reset
  • Multi-Factor Authentication (MFA) (e.g., device not receiving codes, lost MFA device, need to reset MFA).
  • Account expired or disabled.
  • Issues after a password change (e.g., not synchronizing across all systems).
  • Error messages during the login process (e.g., "invalid credentials," "account not found," "authentication failed").
  • Browser-specific issues (e.g., cached credentials, cookie problems).
  • Network connectivity issues preventing login.

How to Request Assistance:

For immediate assistance with a university account logon issue, please use one of the following methods, providing as much detail as possible:

  1. Phone (Recommended for urgency):

    • Contact: Call the IT Service Desk at (337) 482-4357
    • Availability:  Monday - Thursday, 7:30 AM - 4:45 PM, Friday 7:30 AM - 12:15 PM CDT
    • Process: Be prepared to verify your identity (e.g., student ID, employee ID, date of birth) and describe the problem in detail. Calling is often the fastest way to resolve logon issues, especially if you cannot access other online resources.

  2. Walk-In Support:

    • Location: Visit the IT Service Desk Walk-In Center at Stephens Hall Room 110.
    • Availability: Monday - Thursday, 7:30 AM - 4:45 PM, Friday 7:30 AM - 12:15 PM CDT
    • Process: Bring your university ID for verification.

  3. Online Help Desk Portal (if you have partial access or another device):

Eligibility:

  • All current students, faculty, and staff of the university.
  • Prospective students or former employees/students with limited access to specific university systems (as per university policy).

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