1. Log into the UNAPortal system
2. Click n the "Self-service Banner" tab
3. Click on the "Student" tab
4. Click on "Student Accounts"
5. Click on "Account Information"
6. Click on the "eBills" tab under Quick View

• Phone: 256-765-4865
• Email: helpdesk@una.edu 
• Office Location: Collier Library Room 152
• Faculty and staff can fill out Helpdesk tickets at the following webpage: https://helpdesk.una.edu 
  • Login with your Portal username and password
  • Faculty and staff can also send helpdesk requests via email to helpdesk@una.edu 

• Sunday (via phone, email, and office visitation): 3:00pm to 7:00pm
• Monday through Thursday (via phone, email, and office visitation): 7:30am to 7:00pm
• Friday (via phone, email, and office visitation) 7:30am to 4:30pm

To request an announcement for the UNA Email digest, follow the process at the link below:

Campus Announcement Request Process

Who may request an announcement? Any UNAPortal account holder, who is:

• Faculty
• Staff
• An office of an organization recognized by the Office of Student Engagement

• Password reset for Portal/Canvas/Email
• Troubleshooting issues in Portal/Email
• Assistance downloading Office 365
• Creatiing helpdesk tickets for faculty and staff reporting issues with their UNA computer/device
• Answering general questions
• Repair of UNA computers and devices
  • NOTE: The ITS Helpdesk does not repair personal devices

• Windows
  • Internet Explorer 10 and 11
  • Mozilla Firefox 29 and higher
• Macintosh
  • Firefox 29 and higher
  • Safari 7

To clear your Java cache in Windows:

1. Click "Start"
2. Click "Control Panel"
3. Double click the Java icon
4. Click the "Setting" button under the "Temporary Internet Files" box
5. Click the "Delete Files" button and click "OK" to confirm
6. Click "OK" again to close the Java control panel

To clear your Java cache on a Mac:

1. On the Finder menu bar, click "Go" > "Applications"
2. Double-click "Utilities"
3. Double-click "Java Preferences"
4. Click the "Network" tab
5. Click the "Delete Files..." button
6. You are prompted to delete your temporary files for Java
7. Close the Java Preferences window

1. Open Edge
2. Click on the Hub icon
3. Click on the History icon
4. Click the link labeled "Clear all history"
5. Check the boxes for each item you want to clear (including "Cached data and files" and "Cookies and saved website data").
6. Click the Clear button. The message "All Clear!" will appear at the top when the data has been erased.

Windows or Mac

1. Open Chrome
2. On the very right end of the Chrome toolbar, click More> More Tools > Clear Browsing Data
3. In the "Clear browsing data" box, click the checkboxes for "Cookies and other site data" and "Cached images and files"
4. Use the menu at the top to select the amount of data that you want to delete - choose "Beginning of time" to delete everything.
5. Click "Clear browsing data"

Mobile Devices

1. On your mobile device, open Chrome.
2. On your browser toolbar, tap More More.
3. Tap History, and then tap "Clear browsing data".
4. Under "Clear browsing data," select the checkboxes for "Cookies and site data" and "Cached images and files".
5. Use the menu at the top to select the amount of data that you want to delete. Choose "beginning of time" to delete everything.
6. Tap "Clear browsing data".

Windows or Mac

1. Start Firefox
   Click on "History" in the Menu Bar [top left of the browser window - if you don't see your menu bar, click your "Alt" button to see it temporarily, or right click in the top of the browser window (outside your tabs) and select "Menu Bar"]
2. Click on "Clear Recent History..."
3. To change your History settings to prevent possible issues in the future:
   1. Click "Tools" > "Options" in the menu bar
   2. In the "Privacy & Security" section, change the History drop down to read "Firefox will Never remember history"
4. Close and reopen your browser

1. Open Internet Explorer
2. Click on the Gear icon  > Safety > Delete browsing history...
3. Deselect: Preserve Favorites website data
4. Select: Temporary Internet Files and website files
5. Select: Cookies and website data
6. Select: History
7. Click Delete. You will see a confirmation at the bottom of the window when the process is complete.
8. Exit/quit all browser windows and re-open the browser.

1. Open Safari
2. Under "Safari" in the menu bar across the top of the screen, choose "Preferences" (there is an option in the Safari drop down to "Clear History and Website Data..." however this only clears some of the data)
3. Click on the "Privacy" tab along the top of the Safari preferences pane
4. Click the box to "Remove All Website Data..."

Security and maintenance programs for Windows:

Microsoft now offers the following free AV software:
          Windows 7 - download and install Microsoft Security Essentials
          Windows 8 and 8.1 come with Windows Defender preinstalled
                    Verify it is turned on and running normally

View a list of AV software approved for use to access the UNA wireless network.

For malware and spyware protection, there are several resources online, but be sure to choose carefully. Programs that ITS employees recommend (but cannot guarantee) include:
          Malwarebytes - can be downloaded from FileHippo.com*
          CCleaner - can be downloaded from FileHippo.com*
*Be careful when downloading from FileHippo.com - be sure to click on the product's green "Download Latest Version" button and not one of the download buttons built into the website's ads.

For more information on protecting your devices, including the differences between viruses, malware, and spyware, see the Technology Security section of the ITS Webpages.

Security and maintenance for programs for Mac:

Contrary to popular belief, Macs are vulnerable too.
View a list of AV software approved for use to access the UNA wireless network.

For malware and spyware protection, there are several resources online, but be sure to choose carefully.

For more information on protecting your devices, including the differences between viruses, malware, and spyware, see the Technology Security section of the ITS Webpages.

Still having trouble?

Send an email to helpdesk@una.edu. If you are able, send the email from your UNA email account, but if not please provide the following information:

• Your full name
• Your UNAPortal ID (your login name)

In your email, be sure to include a description of your problem:

• What is your error message or what is happening?
• Are you having issues on a specific device or on multiple devices?
• What kind of device have you tried (desktop, laptop, mobile device)?
• Which browsers have you tried?
• What were you doing when you received the error message?

If you are on campus, you may call the IT Services HelpDesk at ext 4865. From off campus, dial (256) 765-4865.

• Go to https://una.instructure.com 
• You can also go to https://www.una.edu and click on the Canvas link at the top of the page.
• You can also use the app links provided in the answer to "Is Canvas Available for Mobile Devices?".

• I.e., if your UNA email address is someone@una.edu, your username is "someone"

The Canvas app is available in the Google Play and iTunes stores:

• Canvas on Google Play for Android devices
• Canvas on iTunes for Apple devices

• We have 24 computer labs available to students. For details on where they are located, visit the link below:
  • https://una.edu/its/campus-technology/computer-labs.html 

• Duo Push– if you have the Duo Mobile App installed on your smartphone or tablet, you can receive a push notification. From the app, you can approve or deny the login attempt.
• Passcodes– You can receive a passcode by the UNA logo in the Duo Mobile App, this does not require any wireless connectivity.
• Phone Call – you can receive a phone call on your mobile phone or landline phone. The call will give instructions on approving or denying the login attempt.  This option is not available for all applications.

Duo is required for all UNA employees and students across many applications. Duo is required all new Single Sign On (SSO) connections and for certain applications like Banner, VPN, and direct deposit changes.

You can set up Duo from your phone. Rather than scanning the QR code, you can simply have Duo email you an activation link to finish setting up your account. More information, and screenshots, are available on our activation tutorial.

If you opt-out of the Duo Mobile Application push notifications, there are other options to utilize as your second verification method.

• Passcodes via Duo Mobile App– If you have the Duo Mobile app installed, you can receive a single passcode by tapping the UNA logo in the mobile app. This code must be used immediately.

Selecting this option will allow you to bypass Duo authentication for the next 30 days. This only works if you are logging in from the same computer, IP address, and browser. You will still be prompted to verify once – with your username and password. You will not be able to access your settings on that particular browser during the 30 days. Please note that if you have tools or policies running that regularly delete or clean cookies, the remember me feature will not work. If you do need to access your settings (perhaps to add another device) just try another browser. Remember me will not work if your browser is set to private browsing mode. Remember me will also not work if you have enabled autopush. If you’d like to disable autopush, follow these instructions.

If you have forgotten or lost your device, please contact the helpdesk via email at helpdesk@una.edu or call 256.765.4865.  We want to ensure someone else does not maliciously authenticate your account with your device.

Duo is available to past, present, and future students, as well as employees.

Applications and services must have Duo enabled individually by our programmers. The following applications use Duo. Most applications that require Duo have a green Duo icon on the application’s login page.

• VPN
• iContracts

No, Duo is not required to access Canvas. You can access Canvas directly by navigating to https://una.instructure.com.

Not yet, but it will soon.  We are working to convert all accounts to use Duo to help better protect you, your accounts, and the University’s assets.

Select the red X to deny access to your account, then promptly change your UNAPortal password immediately.

You have several choices when traveling abroad. Be sure to test them out before your travels so you can determine which solution is best for you.

• If you haveyour two-factor authentication device with you, you can use it as normal.
• If you do have a smartphone/tablet, the Duo Mobile App can provide a six-digit passcode even if your phone or tablet doesn’t have cellular, network or wifi service. Launch the Duo Mobile App, and press the key icon to obtain a passcode.

Yes! Visit the app store on your smartphone to download Duo Mobile. Please note that Google Play Services are required to receive push notifications on Android. Users without Google Play Services installed will have to “fetch” by swiping down in the Duo Mobile app.

If your phone number has not changed, please visit our Duo tutorial page

If you have a new phone number, please contact our IT HelpDesk

We have a step-by-step guide for adding a new phone. If you have any more questions, please contact our IT Helpdesk. 

Yes. You can add devices by visiting your Duo settings. When you see the Duo prompt with the three notification options, click Settings at the top right. (Please note that if you are using the Remember Me for 30 days feature, you will need to use a different web browser to receive the prompt, and access your settings.) After you click Settings, click Add a New Device. You can register smart phones, cell phones, tablets, and landline phones.

The Duo smartphone application serves only to provide two factor authentication. It does not access any personal information on your device, nor does it track your location. Learn more about Duo’s commitment to privacy on their website.

Duo is required to access the campus VPN. This applies to all UNA individuals using VPN.  When you connect to the campus VPN, you will be prompted with a push notification.  After accepting this push notification, you are connected!  Please note, there is a limited time window between accepting the push notification and its timeout.  You will need to have your device ready to accept the push notification or it will time out and you will have to start the login process again.

You should contact us immediately.  Email our helpdesk at helpdesk@una.edu or call 256.765.4865 for assistance.

Contact our helpdesk via e-mail at helpdesk@una.edu or call 256.765.4865 with any additional questions.

Your UNA email address is your username with "@una.edu" added behind it. 

• Example: if your username is jdoe, then your email address is jdoe@una.edu

Students, faculty, and staff can access their UNA email through the following ways:

• UNA Portal: once you are logged into Portal, click the My Mail link to check your email.
• Direct link: the direct link to UNA email is https://outlook.com/una.edu. Your username and password on this link are the same as you would use for Portal.
• Mobile App: If you want to access your UNA email on your smart phone or mobile device, download the Outlook App:
  • Outlook App in the iTunes store for Apple devices
  • Outlook app in Google Play for Androids
  • Video tutorial on how to install the Outlook app
• Outlook App for Desktop or Laptop
• To use the Outlook app on your laptop or desktop, install Office 365 and use the Outlook app that comes with it.

1. Right click on the email
2. Click on “Junk E-Mail”
3. Click “Mark as Not Junk”
4. Check box to always trust messages from this sender.

1. Right click on the email
2. Click on “Junk”
3. Click “Not Junk”
4. Check box to always trust messages from this sender.

This message is usually caused by an improper configuration of the mail app on your phone.  To correct this issue, you need to remove the configuration and reset it to the proper settings using the steps below. 

NOTE:  The information provided here includes screenshots from an iPhone.  If you have a device that is not an iPhone, please contact our Helpdesk for assistance.

1. Delete your existing mail account by going to Settings --> Mail --> Accounts --> Select the UNA Account --> Scroll to the bottom and select 'Delete Account'.  For screenshots and step-by-step visual instructions, check here.
   1. NOTE:  When properly performed, you will not lose any e-mail data. 

2. Add your account back to your phone using these instructions.

• Setup the Outlook App (written instructions)
• Setup the Outlook App (video demonstration)

UNA recommends and supports the Outlook mail app on both Apple and Google-based devices. However, if you prefer to use the built-in app, here are some instructions for Apple devices.  If you have a device that is not an iPhone, please contact our Helpdesk for assistance.

• Setup the default iPhone mail app (written instructions)

1. Go to www.office.com to log directly into Office 365 using your UNAPortal username and password:
   1. Once you are at www.office.com, click the box that says Sign In
   2. Type in your UNA email address, then click Next. 
   3. From there, you will be taken to the UNA Portal page to log in as normal. 
2. Login to the UNAPortal and click on the "EMAIL" icon
   1. Either the My Mail link at the top, OR
   2. Scroll down and look for the Stay Connected section and click on the icon of the purple envelope .
   3. Once you are in your UNA email, you can access the online version of Office 365 by clicking the icon to the left of the Outlook header at the top of the page: . From there, click the link to Office 365.
   4. To download the full Microsoft Office suite to your computer, follow the instructions available at this link: Free Microsoft Office

• Office base applications for Windows
• Office base applications for Mac
• Office Mobile for iPhone/iPad
• Office Mobile for Android

Instructions on how to download, install, and activate the software are listed below.

Downloading Office 365 for Windows or for Mac
To download Office 365 software using either a Windows or Apple computer:

Yes! Your Office 365 account is yours permanently for all ACTIVE graduates/alumni and retirees. Non-graduates will lose their account after 18 months. Once no longer enrolled as a UNA student, you will get non-intrusive banner advertisements that are suppressed during term of enrollment. 

Alumni accounts with no activity within 2 years will be removed.  If your account is removed due to inactivity but is eligible for re-instatement, please contact our Helpdesk to begin the process of renewing your account.  If your account is removed due to inactivity, all previous e-mails will be lost.

• Share an Outlook calendar
• Share an Outlook calendar in Office 2016 for Mac
• Open a shared Outlook calendar in Office 2016 for Mac

For detailed instructions, read the instructions at the bottom of this page
If you are still having issues and/or need more assistance, email the ITS Helpdesk anytime or call during our office hours:

• Email: helpdesk@una.edu
• Phone: 256-765-4865

• To sign up, go to https://pwcr.una.edu/UNAPWCR/Login.aspx 
• Log in with your Portal username and password.
• After that, you will provide identification and contact info. The contact info will be used to reset your account once needed, so make sure the phone number and alternate email are correct/up to date.
• If you are locked out and have signed up for the Password Reset System, go to https://pwcr.una.edu/UNAPWCR/Identify.aspx in order to reset your account.

• Your username should be your first initial followed by your full last name. Where duplicates exist, an additional number is added to your last name.
  • Examples: jdoe, jdoe1, jdoe2
• Your username is automatically created by the system and authenticates to other systems (Canvas, Beacon, Active Directory, campus computer access, Collier Library database access, Office365 email);  therefore, your username cannot be changed.
• Newly accepted students should receive their username and password in their acceptance letter. Students who have not received a letter (or students who have lost their acceptance letter) should contact the ITS Helpdesk for verification of their credentials.
  • Phone: 256-765-4865
  • Email: helpdesk@una.edu 
• New employees should receive their username and password from the Human Resources department. If not, contact Human Resources so they can inform or request the info from the ITS department.

Your original password information should have been sent to you either physically or digitally.  Please use this information and change your password as soon as possible. For more information about changing your password, check out our passwords page at  una.edu/its/technology-security/password.html.

If you do not know your password, please contact the ITS HelpDesk:

Phone: (256) 765-4865
Email: helpdesk@una.edu

If you are contacting through email:
Please provide your full name, UNA Mane Card ID# and Problem

• Students keep their UNA Portal from the time they are admitted and register for classes until they graduate. 
• Students who leave UNA without graduating keep their Portal for a period of 18 months after their last active semester at UNA.

• The UNAPortal system is shutdown DAILY from 4:00am to 6:00am for routine maintenance.
• The UNA Portal System is also down the first Saturday of every month (generally, between 6:00 am and 12:00am) for security patches, upgrades, and more detailed maintenance.

• Windows
  • Internet Explorer 10 and 11
  • Mozilla Firefox 29 and higher
• Macintosh
  • Firefox 29 and higher
  • Safari 7

In an Attended transfer, the party transferring the call waits on the person at the destination number to answer and then states the nature of the call. In a Blind transfer, the call is transferred without first connecting with the destination number.

To perform a blind transfer:

1. Press the Transfer button
2. Enter the 4-digit target extension
3. Hang up to complete the transfer

To perform an attended transfer:

1. Press the Transfer button
2. Enter the 4-digit target extension
3. When the user answers, announce the caller
4. Hang up to complete the transfer

To transfer a call directly to another user's voice mail:

1. Press the Message button (the envelope icon in the middle of the right-hand panel)
2. Enter the 4-digit target extension
3. Hang up to complete the transfer

To answer another user's phone from your own, press *6 and enter their 4-digit extension.

To forward another user’s phone to your desk:

1. Press the blue Menu key
2. Select “Call Forwarding” using the button to the left of that option on the display
3. Enter the number to which you wish to forward the calls
4. Select “Activate” using the button to the left of that option on the display

Yes. You can check your voicemail from any phone whether it’s on campus or off campus.

From another phone on campus:

1. Press the Message (envelope) button
2. Enter: * #### * (where #### is your own extension)
3. Enter your passcode

From off campus:

1. Dial your own number
2. At the start of your greeting, press * (this tells the system the owner is calling)
3. Enter your passcode