Help Desk FAQ

COMPUTER LOGIN PROBLEMS

Q: I have a black screen. What do I do?
A: First check to see if the computer is on. Then see if the power on the monitor is on. Check the power cables to make sure they are all connected properly. If the power cables are connected to a power strip, make sure the power strip is on and plugged into a jack. Test to see if the power strip went bad by plugging it into a different jack. If everything is right and you continue to have a black screen, then please contact us.

Q: What if I don’t know my username?
A: You need to contact the Helpdesk.

Q: What if I forget my network password?
A: You need to contact the helpdesk who will give you a temporary password, which you must change once you log in.

Q: I'm getting an invalid username/password message. What do I do?
A: Check your username and make sure you type the correct password. Check your Caps Lock key as the password is case-sensitive.

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Q: I've been locked out. What do I do?
A: You need to contact the helpdesk. We will unlock the account and reset the password. Once you log on, you will be prompted to change the temporary password given to you by the helpdesk.

Q: How to change my network login password?
A: If you’re already logged onto the network, press ctrl+alt+del and then click on Change Password. Enter your old password, new password, confirm, and click on login.

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OUTLOOK

Q: What's my email address?
A: The first characters match your network username, then followed by @essex.edu

Q: How do I access my email from anywhere?
A: Refer to the instructions found here.

Q: How do I create a signature?
A: Refer to the instructions found here.

Q: How do I save email items in my personal folder?
A: Refer to the instructions found here.

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PHONE

Q: There is a lot of static on my phone line. What should I do?
A: Before you submit a request, try the following suggestions first. Move the curly cord. If you hear more static, then the curly cord needs to be replaced. Submit a request indicating the problem. If you do not hear more static, then this could possibly be a problem with the line and/or phone. Submit a request indicating the problem and what you did. A technician will be assigned to look into the problem.

Q: My phone has no dial tone. What should I do?
A: Before you submit a request, try the following suggestions. First, move the curly cord. If you do not hear a dial tone, then this could possibly be a problem with the line and/or phone. Submit a request indicating the problem and what you did. A Technician will be assigned to look into the problem.

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Q: How do I make a conference call using a digital phone?
A: Refer to the instructions found here.

Q: How do I make a conference call using an analog phone?
A: Not Applicable.

Q: How do I transfer a call from a digital phone?
A: Press the "Trans Key" (the caller will be placed on hold). The phone screen will display call "On Hold". Dial the number or the extension where the call needs to be transferred and Press "Connect".

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VOICEMAIL

Q: How do I check my voicemail from anywhere?
A: Refer to the instructions found here.

Q: How do I change and activate my Alternate Voicemail greeting?
A: Refer to the instructions found here.

BANNER

Q: How do I log into my Banner Account?
A: Enter your Banner username which matches your network username, enter your password, enter Prod as a database and click on "login".

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WEBSERVICES

Q: How do I login to my webservices account if I never used it before?
A: Refer to the instructions found here.

Q: My webservices account has been disabled. What do I do?
A: Please visit the IT Department at ECC located on the 4th floor, Room C400. Office Hours are from 8:30 AM to 6:00 PM during Summer and Regular Hours are Monday through Friday 8:30 AM to 5:00 PM.

Q: How do I change my address in webservices?
A: Refer to the instructions found here.

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IT ACCOUNT FORMS

Q: Where can I obtain a CCE account form?
A: Click here for the form. The form needs to be filled out and returned to the Helpdesk in the IT Department located on the 4th floor of the main building, Room C400.

Q: Where do I obtain a Banner account form?
A: Click here for the form. The form needs to be filled out and returned to the Helpdesk in the IT Department located on the 4th floor of the main building, Room C400.

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