TSS Frequently Asked Questions (FAQs)
Technology Support Services
Nelson Mandela University Students: Click Here
- At TSS, we receive a daily list of frequently asked questions (FAQs) that we have various support pages created for.
- On the page below are various questions represented by a "Q:" and answers represented by "A:".
Can't find your question on this page? Let us know!
Summer Hours: 7:30am - 4pm, Days: Monday - Friday
Fall/Winter Hours: 8am - 5pm, Days: Monday - Friday
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Q: Managing Organization (Org) or Group Accounts
Adding/Removing Delegates, Changing Password, and More
A: Organization documentation can be found here: https://it.nmu.edu/docs/nmu-organization-account .
Q: All Things Transcripts
- If you are no longer a student you will no longer have access to MyNMU after a year, and will be unable to get your unofficial transcripts.
- Please follow this link to the NMU Website with more information related to transcripts: https://nmu.edu/archived-bulletin/transcripts.
Q: How do I get an LTE Card & SIM Card installed in my NMU-Issued ThinkPad?
1. Make sure your device has been fully set up before requesting it.
2. Bring your NMU-Issued ThinkPad to Hardware Support in Room 116 of Harden Hall.
Our office is located next to the Commuter Lounge, and Across from Fiera's.
Q: I am having issues with my NMU Internet at home (off-campus)
A: T.S.S. does not support the home internet service provided by NMU.
- The Educational Access Network Department can help you out!
- EAN Phone Number: (888) 458-8668
Q: "Potential CSRF Attack" when logging in to the Cisco VPN
A: This is likely the most common issue we encounter with the Cisco VPN. Various fixes can be found at: Potential CSRF Attack Fixes.
Q: I'm a new student and cannot sign in to MyNMU or my NMU email
Potential Causes
A: Most common issue we encounter with new students, staff, faculty, or other; is that they are attempting to sign in they are using their personal email address.
- You MUST sign in using your NMU-issued email address to these services. That email will end in "@nmu.edu".
A: Check whether or not you have activated your NMU account. Follow these steps to activate your account.
A: If you have already activated your account, the account activation page will inform you of that. If you still are unable to login, you may need to do a password reset using your account recovery information.
Click here for password reset instructions
A: If you have previously attended NMU, or have ever been a staff/faculty member, you may need a password reset as your account may not have been completely deleted.
Click here for password reset instructions.
A: If you were just accepted to NMU within the last 24 hours, you may need to wait 24 hours for the servers to refresh before you can activate your account at https://myuser.nmu.edu/newuser.
Q: How do I connect to the "NMU" WiFi network on my gaming console, phone, or other?
Device Examples: Nintendo Switches, PS5/PS4's, Xbox One or Xbox Series X/S.
A: You will need to register your device using its MAC address and a web browser on a second device to register its MAC Address to your account.
Click here for further instructions for registering devices.
Pro Tip: Make sure your device does not have any network settings enabled that may hide your MAC Address or any installed VPN that is running or connected.
- This can be named things such as "Private MAC Address", "Private WiFi Address", "Random MAC Address", or something similar.
- If these settings are enabled, the network will be unable to recognize your device despite it having been registered.
Q: How do I register my device
A: The process varies slightly device-by-device. You need to find your device MAC Address, and register it using https://register.nmu.edu/device .
- Please click here for for more information.
Q: How do I connect to the "NMU_WPA" WiFi network?
A: Follow this link for information about the NMU_WPA WiFi Network.
- This network DOES NOT require that you register the device through the registration steps in the same was as you would for the "NMU" WiFi network.
- This network is not currently compatible with most smart-home devices or Gaming Consoles.
- Instead, follow the device registration steps to attempt to connect to the "NMU" WiFi network: https://register.nmu.edu/device.
- For device specific instructions, see the list at the bottom of the NMU_WPA information page.
Q: I'm locked out! Help!
A: To view account lockout types, go to Account Lockout Types .
- In most cases you may just need to reset your password to unlock your account.
Q: I can't remember my NMU-issued email address
- This is your email address that ends in @nmu.edu
A: If you are a new student and do not know your NMU I.N., or your NMU-issued email address:
Please contact Admissions at 906-227-2650 for further help.
Q: What is my Username or I don't know my Username yet
A: Your username is the first part of your NMU email (every letter up to the @ symbol).
It can be found on your acceptance letter or documentation. If you do not have that letter yet, you may not be ready to activate your NMU account.
- If you have just received your letter, you may need to wait an additional 24hrs for the system to refresh and then you will be able to activate your account.
- For example, jsmith@nmu.edu the username would be jsmith.
Q: What is my UserID?
A: It's the same as your Username.
- AKA: The first part of your NMU email (everything up to the @ symbol).
Q: What is my IN?
A: Your Identification Number (I.N.) can be found either by accessing your Student Profile tile on MyNMU or by viewing your account details through MyUser.
This number is different than the one located on your NMU ID Card.
Q: I forgot my password to my Email/MyNMU
A: You will need to reset your password using the steps here: Password Reset Instructions .
- If you are unable to reset them by following those steps, and none of your recovery methods were successful, please give TSS a call at 906-227-2468.
Q: I'm looking for help with "Nelson Mandela University"
A: This website and available information is for Northern Michigan University.
- Please reach out to Nelson Mandela's Support as they are an entirely different school.
- Nelson Mandela University Students Click Here
Q: My ThinkPad says "Other User" and I can't sign in
Potential Causes
A: Your "Username" will be the first part of your NMU email address (everything up to the @ symbol),
- Unless you set it differently when you first received your computer (this is a rare case scenario).
A: Your password is whatever you set it up as when you first got your laptop.
- Some people set it to be the same as their MyNMU people, some people use a different password.
- If you just got your laptop, and cannot sign in even with your username & password, try signing in using only the first 16 characters of your password.
A: If you are still unable to sign in, please stop by TSS in person as we cannot reset ThinkPad's passwords without it physically being present.
- We are located in Room 116, Harden Hall. Across from Fiera's and right next to the Commuter's Lounge.
Q: Windows apps saying they are "blocked by system administrator"
- This happens when trying to open the Microsoft Store, Calculator, Camera, Photos, etc.
A: This is a common issue that has to do with our imaging process.
Q: Can I have "this software" installed on my personal computer?
A: Generally, if it is a software that is listed on our downloads page, it can be installed on your personal computer.
- There are RARE (and FEW) exceptions to this.
In most cases, if you want a software installed for your class, we can only install it on your NMU-issued ThinkPad or NMU-issued MacBook (if you are a Art & Design student).
Q: How do I setup 2 factor authentication (2FA)?
A: We have some resources to guide you through that!
Check out our Setting up 2FA Page for instructions & our 2FA FAQs for General 2FA information.
Q: I got a new phone and do not have access to my 2 factor codes (2FA)?
Potential Causes
A: If you have a copy of your backup codes, using any one of those to sign in should work. Make sure you sign in to MyUser Account Administration with your backup code, and navigate to the security tab. Find the option for 2 factor authentication options, and locate the option that is named "Authenticator App". Select "Remove". Then you are free to set 2 factor authentication back up with your new phone as you had it before.
A: If you do not have backup codes, you will need to do a password reset. Password Reset Instructions.
- After changing your password, do not close the website that loads (User Account Management header should be at the top of the page you are on).
- Navigate to the security tab, and locate 2 factor authentication options.
- Open that, and select "Remove" on all the options available.
- After it shows that 2 factor authentication is disabled, you are free to set it back up again like before.
Q: My classes are not showing up on EduCat?
This is a common beginning of semester question. We do not have the ability to make them show up sooner.
A: First thing we have people check for is whether or not it is the course not being enabled yet or if it is just their browser.
- Try a different web browser than the one you are currently using.
- If it still doesn't show up, reach out to your professor/instructor for further information.
Q: How do I set up or connect to an TCP/IP Printer?
A: Check out this page: https://it.nmu.edu/docs/setting-printer-windows.
Contacts
Cannot find your question on the page above? Feel free to reach out to us via 906-227-2468 or via Live Chat.