TSS Frequently Asked Questions (FAQs)
Tech Support Services (TSS) FAQs
At TSS, we receive a daily list of frequently asked questions (FAQs) that we have various support pages articles with solutions and/or answers to.
We do not assist with Nelson Mandela University Students.
Nelson Mandela University can be reached at: Nelson Mandela University Help Desk Page
Can't find your question on this page? Let us know!
Chat with Northern Michigan University Help Desk!
- Summer Hours: 7:30am - 4pm, Days: Monday - Friday
- Fall/Winter Hours: 8am - 5pm, Days: Monday - Friday
- Location: Lower Level of Gries Hall
Broken Screen or Broken Laptop
Any physical damage done to your laptop should only ever be worked on by an NMU employee from Tech Support Services.
Managing Organization (Org) or Group Accounts
Organization documentation can be found here: https://it.nmu.edu/docs/nmu-organization-account .
Transcripts Questions
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.Follow this link to the NMU Website with more information related to transcripts: https://nmu.edu/archived-bulletin/transcripts.
How do I get an LTE Card & SIM Card installed in my NMU-Issued ThinkPad?
- Make sure your device has been fully set up before requesting it.
- Bring your NMU-Issued ThinkPad to the TSS to get a work order created & be prepared to leave your laptop with Hardware Support for the current turnover time. Times may vary from 4 business hours to 24 business hours.
- Our office is located in the lower level of Gries Hall.
I am having issues with my NMU Internet at home (off-campus)
TSS does not support the home internet service provided by NMU.
The Educational Access Network Department can help you! EAN Phone Number: (888) 458-8668
"Potential CSRF Attack" Error when logging in to Cisco VPN
This is likely the most common issue we encounter with the Cisco VPN. Various fixes can be found at: Potential CSRF Attack Fixes.
New Student or Staff Account Sign in Troubles - "Invalid Login"
Potential Answers
One of the most common things 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 that ends in: "@nmu.edu". Commonly, people will attempt to sign in to NMU resources using the same email they used for the application/admissions account.
Check whether or not you have activated your NMU account.
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.
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.
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.
How do I connect to the "NMU" WiFi network on my gaming console, phone, or other?
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.
Important: 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 when trying to connect.
- 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.
How do I register my device
The process varies slightly device-by-device. You need to find your device MAC Address, and register it using https://register.nmu.edu/device .
How do I connect to the "NMU_WPA" WiFi network?
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.
I'm locked out of my account
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. Password Reset Instructions.
What is my NMU-Issued Email Address?
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.
What is my NMU Username?
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 NMU account.
For example, jsmith@nmu.edu the username would be jsmith.
What is my UserID?
It's the same as your Username.
AKA: The first part of your NMU email (everything up to the @ symbol).
What is my IN?
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.
I forgot my password to my Email/MyNMU
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.
I'm looking for help with "Nelson Mandela University"
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.
My computer says "Other User" and I can't sign in
Potential Causes
Your "Username" will be the first part of your NMU email address (everything up to the @ symbol). It is rare, but some people accidentally enter in a different username when they first receive their laptops other than their own NMU Username.
Your password is whatever you set it up as when you first got your laptop. It is not tied to your NMU Account and stays only on the laptop.
Some people set it to be the same as their MyNMU password (not recommended for security reasons), some people use a different password (recommended).
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.
If you are still unable to sign in, please stop by TSS in person as we cannot reset ThinkPad passwords without it physically being present.
We are located in the lower level of Gries Hall.
Windows apps saying they are "blocked by system administrator"
This is a common issue that has to do with our imaging process and is not intended behavior.
This IT Documentation Page has the fix for that (click here).
Can I have <this software> installed on my personal computer?
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.
How do I setup 2 factor authentication (2FA)?
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.
I got a new phone and do not have access to my 2 factor codes (2FA)?
Potential Causes
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.
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.
My classes are not showing up on EduCat?
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.
How do I set up or connect to an TCP/IP Printer?
Check out this page: https://it.nmu.edu/docs/setting-printer-windows.
What Networks Are Available On or Off Campus?
There's a couple ways to get connected to the internet on or off campus!
You can check out our "Campus Networks" Page for more information at: https://it.nmu.edu/docs/campus-networks
What are the specs of my NMU-issued Laptop or MacBook?
We have some pages compiling a complete spec list for each of our current models in rotation!
ThinkPad Specs are Available At: https://it.nmu.edu/docs/thinkpad-specs
MacBook Specs are Available At: https://it.nmu.edu/docs/macbook-specs
Is there a charge to get LTE on my NMU Laptop?
If you have a laptop (ThinkPad) issued by NMU, there is no charge to get LTE card installed in your laptop.
To request an LTE Card be installed in your laptop, please first backup any important files, & then stop by TSS.
Be prepared to leave your laptop with us for 4-24 business hours depending on current workload and staffing.
Suggestion: if you wait until at least the third week of a new semester, we may be able to return your laptop to you faster as demand slows down.