Overview
This article answers the most common questions asked by the CBU community to IT Services.
Frequently Asked Questions [FAQ]
Accounts
I forgot my password, what can I do?
You can reset your password following the steps in our Password Reset Article, here.
Help! I cannot log into my account even though the password is correct!
First, try logging in on a different browser (such as Microsoft Edge or Firefox). If the problem persists, try logging into your account in incognito or waiting 15 minutes and trying again. This is often a problem with your web-cache, but may be a server issue, in which case, waiting should resolve the issue.
Why has my account has been locked due to suspicious activity?
This occurs when the actions on your account are deemed strange, or unexpected and IT services locks your account for 24 hours. This can occur when you send too many emails in a short succession (which can occur in hacked accounts). However, most often, this occurs when your account has been logged in from an unusual location. It it recommended you check your "Recent Activity" and see if there are any log-ins you do not recognize. Find out how to do so here. Sometimes this occurs when you are vacationing, in which case simply contact IT-Services.
Where do I access a proof of enrollment or transcript?
You can request a proof of enrollment or transcript from the registers office using the service request form here.
Do I need a specific type of device to attend CBU?
It is highly recommended that you have a laptop and a smartphone to attend CBU. A mobile phone is required to use MFA, if you do not have a device, you can request a token from IT Services via email at it_services@cbu.ca.
Do I need to have MFA?
MFA helps protect your account, and the accounts of other students, staff, and faculty from potentially devastating cyberattacks. In order to protect the community, it is mandatory that all CBU accounts are linked to a device. If you do not have a phone or another device, we can issue you a temporary token, which you will use to approve MFA. You can request a token from IT Services via email at it_services@cbu.ca.
Can I use a VPN while on campus?
No. For security, access to WIFI on campus is restricted to authorized addresses, devices seen connecting from other countries will be automatically detected as a threat. If using a VPN is necessary, you can contact IT Services at it_services@cbu.ca.
Academics and Class
Where do I register for classes?
You can browse and register for classes on the Student Compass Portal. Information on how to use this portal and account can be found on the CBU Compass Account Article here.
What are the application deadlines?
These deadlines can change every year, please make sure to check the Academic Calendar on the Application Deadlines website.
How do I know what courses I need to take for my degree?
You can find this information on the Academic Calendar and the Student Compass Portal. If you have further questions, you can book an appointment with an Academic Adviser. Tutorials to do so are available on the Compass Account article.
I cannot attend my online class from Teams!
This commonly happens from a broken link, or a malfunctioning Team's application. Try restarting the computer, or emailing your instructor. For more information, please see our MS Teams article here.
How do I view my financial account balance?
You can view your account balance through the Student Compass Portal, you can find out how on the Compass Account article.
Whenever I log into Moodle, it tells me to "wait 4-5 hours."
Please ensure you are registered for at least one course this semester. If you are, and this message still appears, it maybe due to your account being out of sync with the server. Please contact it_services@cbu.ca, and somebody will manually resync your account.
Cybersecurity and Spam
I got a strange email from a random student with an alleged job offer. Is this legit?
Unlikely, it is most likely a phishing attempt. Do not open any links or files on an unexpected email from an unknown sources.
Microsoft Office 365
Teams is not detecting my cameras/microphone.
First, check if your device is functional on the camera app/microphone app. If the app is detecting input, then it is likely an issue with Teams and you can try the following steps:
- Ensure Teams has permission to access your camera/microphone.
- Check to see if the Team is using the correct device.
- Try another browser.
- Try restarting the device.
If no input is detected, it is likely an issue with the hardware, and you can try the following steps:
- Make sure the device is turned on.
- Make sure your device is up to date.
- Restart your device.
- Update your drivers.
- Try a different device.
If you continue to have issues with MS Teams check out our detailed section for MS Teams here.
I got a message stating my Microsoft 365 license was expiring, what should I do?
Try signing out and logging back into the the device, this should update your license.
My Microsoft App (e.g., Team, Outlooks, etc.) will not open on my computer.
First, check to see if you can log in on the web browser, if you cannot, it likely means there is an issue with you password or username.
IF you can successfully log into your account on the web browser, but not the app, ensure that your app is up to date. If it is you can try the following steps:
- Ensure you are logged into your CBU account and not another account.
- Restart your computer.
- If you have an anti-virus program (besides Windows Defender) check to see if it is blocking the app.
If you continue to have issues with MS Office check out our detailed section for MS Office here.
Other Software
My class requires a specific software (E.g., Adobe Photoshop, SPSS, etc.) do I have to pay for it?
CBU offers a variety of licences to students for academic use. You can download these software on the IT Service Portal here.
I am having an issue with my CBU issued licensed software.
Sign in and out of your software. This should reissue the license.
For More Information
Dictionary
Contact Us
If you are having difficulty, please reach us at it_services@cbu.ca or call 902-563-1123.