Technology Services FAQs

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Dual Factor Authentication

What if I need help setting up dual factor or have questions?

You can contact the Technology Help Desk with your questions. 

What if I forget my phone or device at home?

You simply click on “Switch OTP Delivery Method” when logging in and it gives you all the options you have setup, if none of those work you can call the Technology Help Desk and we’ll give you a One Time Passcode to get in. 

What if I don’t want to give you my phone number or personal e-mail?

You don’t have to, you can use the Microsoft Authenticator or Google Authenticator app. If you don’t want to use a mobile authenticator, contact the Technology Help Desk.

Do I have to use my personal phone?

Send an email to the Technology Help Desk and we will get back to you with other options shortly. 

What is dual factor authentication?

Dual factor gives you a second level of security when you log in to websites authenticated through the UWS Login Portal, this means you’ll provide us with two things: 

  1. Something you know: your username and password.
  2. Something you have: your phone, tablet, computer, etc. (this can be through an e-mail, text, or app) and the system will provide you with a one time passcode (OTP) to prove that it is you logging in. 

What uses dual factor?

Dual Factor

  • Office.com
  • Hobsons
  • Fleet
  • LinkedIn Learning
  • UWS Login Portal 
  • E-Hive
  • Canvas 
  • HRS

NOT Dual Factor

  • Your computer
  • Canvas
  • Outlook on your computer 
  • Programs on your computer

Why do we need dual factor?

UW System policy requires dual factor for all sensitive data. Passwords don’t protect us the way they used to, they can often be easily guessed and hacked; dual factor makes it much harder for people to get into our accounts and data, it helps us keep our network and data safe. 

How often do I need to login using dual factor?

This depends on what you are doing, how you are doing it, and if you are a student or faculty/staff member; Portal will remember your dual factor on each browser you login to (i.e. if you dual factor on your computer using Chrome/Firefox/Internet Explorer you shouldn’t have to dual factor again for the day (if you are a staff/faculty member) or week (if you are a student) as long as that same browser and device is the one being used).

When do I need to dual factor?

The only time you need to use dual factor is when you see the UWS Login Portal page, if you don’t see this page right now then it doesn’t currently use dual factor.  

Who is affected by dual factor?

All staff and students are required to dual factor in order to keep our network and data safe. 

Do other schools or companies use dual factor?

Most schools and companies in the US are switching over to dual factor or have switched over in the last couple years; If you’re curious, you can simply Google it and you’ll find thousands of results.  

How do I set up Dual Factor on my account?

  1. Log in to portal.uwsuper.edu 
  2. There are 3 ways to setup dual factor on your account: Cell Phones, E-mail Address (G-mail, Hotmail, etc.), or Mobile Authenticator. We highly encourage you to setup more than one option in case you forget your phone at home or lose it. 
  3. Cell Phones:
    1. Add New Phone.
    2. Type in your phone number and Continue.
    3. When you receive the One Time Passcode (OTP) via text/SMS, enter it and hit Continue. 
  4. E-mail Address (G-mail, Hotmail, etc.)
    1. Add my e-mail.
    2. Enter any e-mail address that is not a UWS e-mail and hit Continue.
    3. When you receive the One Time Passcode (OTP) via e-mail, enter it and hit Continue.
  5. Mobile Authenticator If you do not have a mobile authenticator, you will need to download Microsoft Authenticator or use Google Authenticator from the App Store/Google Play Store. Once downloaded you can add an account, choose Work or School account.
    1. Enable mobile authenticator.
    2. Choose Phone Type.
    3. Scan the QR code on the screen with the authenticator app on your phone.
    4. Type in the 6 digit code that appears on your screen and hit Continue. 
  6. Refresh your webpage or logout and login again. 
  7. OTP Delivery Methods
    1. You can choose what you would like for your delivery methods for Website Login and Password Reset: Cell Phones, E-mail Address (G-mail,  Hotmail, etc.), or Mobile Authenticator. 
  8. Logout and test dual factor by logging in.
  9. If you forget your phone at home or can’t login using the method you set up, simply click Switch OTP Delivery Method and it will give you the option to switch it one time so you can still login. 

How is the One Time Passcode (OTP) delivered?

You can choose what you would like for your delivery methods for website login and password reset: cell phone, e-mail (Gmail, Hotmail, etc.), or mobile authenticator. 

What do I need to know about USB Keys?

If no other options for dual factor work for you we allow you to receive a USB Key from Parking Services. These keys are to be treated like any other key and should always be kept on you or in a secure place, never left in your computer, and only plugged in when it is requested. 

How do I set up a USB Key?

  • Log into portal.uwsuper.edu
  • USBKeys:
    • Add New USBKey
    • Give your USBKey a Name/Description
    • Insert your USBKey into the computer with the “Y” facing up
    • Click the One Time Passcode (OTP) box as if you are about to type
    • Touch the “Y” on the top of the USBKey, the box should fill out automatically and enter the code
    • Refresh the account management page
  • OTP Delivery Methods
    • You can choose USBKey as the delivery method by clicking on Change, USBKey, and Continue
  • Enable/Disable Dual Factor
    • Enable Dual-Factor for my account
    • OK
  • Logout and test dual factor by logging in, you will need to touch the “Y” to enter the One Time Passcode (OTP) each time. DO NOT LEAVE YOUR KEY IN YOUR COMPUTER.
  • If you forget your phone at home or can’t login using the method you set up, simply click Switch OTP Delivery Method and it will give you the option to switch it one time so you can still login

What if I lose or break my USB Key?

You should immediately delete it from your account on portal.uwsuper.edu so no one else can use it to access your account. After this it needs to be reported to Parking Services the same way you would if you lost a regular key. 

Email

How do I reset or get a new password for my account?

Go to the UW – Superior Portal login page page to reset your password. Below the login boxes, you will see the option titled “Forgot Password”. Follow the steps to create a new password. You will be required to enter personal identification information successfully to create a new password and unlock your account. Please see our Resources page for more information.

What are the Student and Staff Digests?

The Daily E-Mail Digests are sent at noon with the messages posted to it in the past 24 hours. The digest collects various announcements and bundles them as a single email that includes a table of contents for the recipients to select from.

Students receive the Student Digest and Staff and Faculty receive the Staff Digest.

Student Digest

Who does it reach?
All currently enrolled Students including Graduate and Distance Learning Students.

Who can post messages?
Campus Administrators, Academic Department Chairs and Non-Academic Unit Directors, Program Assistants, Student Government Officials and Student Organization representatives approved by Student Government.

What are the appropriate uses of this communications method?
Information from communication should be pertinent to at least 30% of the potential recipients and should be University Business that is open to the public.

Staff Digest

Who does it reach?
All current Faculty and Staff.

Who can post messages?
All current Faculty and Staff.

What are the appropriate uses of this communications method?
Information from communication should be pertinent to at least 30% of the potential recipients and should be University Business that is open to the public.

What is my e-mail?

All UW-Superior students, faculty and staff have an email account. Your e-mail address is username@uwsuper.edu, where “username” is your E-Hive login ID username. Users can either use the Outlook app on their computer or they can login through Campus Logins.

How do I access my email account?

To access your email you can go to the UW-Superior website and click on the campus logins link. From there you will find a link that will take you to your email. It will ask you to sign in and you can do this using your UWS credentials, your full email address and password.

Passwords and User Accounts

What do I do if I can’t sign in?

You can change your password yourself through our UW-Superior Login Portal. If you need further assistance, please contact the Technology Help Desk.

How do I reset or get a new password for my account?

Go to the UW – Superior Portal login page to reset your password. Below the login boxes, you will see the options titled “Change Password” or “New/Forgot Password”. Follow the steps to create a new password. You will be required to enter personal identification information successfully to create a new password and unlock your account. Please see our Resources page for more information.  

My name changed, how do I update my account with my new name?

If you are a student – contact the Registrar’s Office

If you are a staff or faculty member – contact the Human Resources Office

In either case, once your records are updated in our system, you will receive an email asking if you want your username changed.  Follow the directions in the email.

Phones and Voicemails

How do I check my voicemail?

Using the online portal

  • Login to uwsuper.edu/voicemail (This portal allows you to access your voicemail, change greetings, and manage voicemail settings on your campus phone)
  • Select Web Inbox

Using your phone on campus

  • Push Voicemail Button (if you do this with the receiver down it will turn on the speaker phone)
  • Enter your PIN # followed by the # Key
  • Your New Voicemail’s will play automatically
  • Follow prompts to delete or save messages
  • After messages are played you will be taken to the main Voicemail Menu
  • From the Main Menu you can follow prompts to send or review messages or enter Voicemail Setup.
  • 0 will bring you to the help menu
  • The * Key will exit Voicemail.

If you have any questions about this process, please contact the Technology Help Desk.

How do I access my voicemail from off campus?

Using the online portal

  • Login to uwsuper.edu/voicemail while connected to the VPN (this portal allows you to access your voicemail, change greetings and manage voicemail settings on your campus phone)
  • Select Web Inbox

Using a phone

  • From an off campus phone dial 715-394-8000
  • Immediately after system answers, press the * (star) key
  • You will then be prompted for your user id followed by # this must be the full number including 1 example: 1715394XXXX#
  • Immediately enter your pin followed by #
  • The voicemail menu will then play your options. Please follow the prompts

If you have any questions about this process, please contact the Technology Help Desk.

How do I set my out-of-office greeting?

  • Login to uwsuper.edu/voicemail (This portal allows you to access your voicemail, change greetings, and manage voicemail settings on your campus phone)
    • Select Messaging Assistant
    • Select Greetings tab and View Greetings
      • Record greetings that you would like to use (alternate greeting is used for vacation), you can also change the settings of each greeting.  Your standard greeting is automatically enabled unless you select a different greeting so you will need to enable the alternate greeting to use it.
        Greetings

Using your phone on campus

  • Log into your Voice mailbox.
  • Press 4 1.
  • Press 3.
  • Choose one of the following greetings:
    • 1 Standard greeting
    • 2 Closed (after hours) greeting
    • 3 Alternate greeting
    • 4 Busy (when on another call) greeting
    • 5 Internal greeting
    • 6 Holiday greeting
  • You will hear the greeting.
  • Pressing:
    • 1 Re-records the greeting
    • 2 Turns on the Standard greeting
    • 3 Turns on the greeting you just heard
  • Press * to exit.

If you have any questions about this process, please contact the Technology Help Desk.

How do I forward my Phone?

Using the online portal:

  • Login to uwsuper.edu/phone (This portal allows you to enable/disable call forwarding and do not disturb as well as configure speed dials on your campus phone)
  • Select the Call Forwarding Tab
  • Check the Forward all calls to box, enter the phone number you would like the calls to be forwarded to, off campus phones need to start with a 9 (i.e. 91-XXX-XXX-XXXX), and Save
  • To stop forwarding your calls uncheck the Forward all calls to box and Save

To Forward All Calls from your phone itself:

  • Press the Fwd All softkey on your campus phone; you may need to press the softkey with three dots to see the Fwd All option
  • Enter the phone number you would like the calls to be forwarded to, off campus phones need to start with a 9 (i.e. 91-XXX-XXX-XXXX)
  • To verify that your calls are forwarded look for the forwarding information on the phone screen
  • To stop forwarding your calls press the Fwd Off softkey, you may need to press the softkey with three dots to see the Fwd Off option

Using Call Forwarding with Multiple Lines:

If you have multiple lines, be aware that each line on your phone is forwarded separately; forwarding your primary line does not forward the other lines on your phone.  To forward a line that isn’t your primary first click to select that line before you follow the same instructions as above for forwarding all calls.

If you have any questions about this process, please contact the Technology Help Desk.

How do I change my voicemail PIN?

  • Login to uwsuper.edu/voicemail (This portal allows you to access your voicemail, change greetings, and manage voicemail settings on your campus phone)
  • Select Passwords tab and Change PIN
  • Enter a new PIN that is 4 or more digits, this PIN is used to access voicemail and settings on your phone
  • Save

If you have any questions about this process, please contact the Technology Help Desk.

Who do I contact for phone repair or service change?

If your phone system is not working or you are switching offices,  please contact the Technology Help Desk.

Can I disconnect an extension?

Yes, lines can be removed at any time lowering your annual telephone bill. Any disconnected lines will be put back into a pool of available lines and reused. If your department would like to keep a number that is not in service they may do so, however, you will still be billed for the line on an annual basis.

To disconnect a line, please contact the Technology Help Desk.

Can I add a phone line for a new user?

Yes, additional lines can be added at any time. When adding a line, you will need to purchase a telephone from Technology Services, and your annual bill will increase by the cost of a phone line. For current costs please contact the Technology Help Desk.

Can I move my phone to a different location?

Yes the phones will work anywhere on Campus with an active data (computer) jack. If the office change is permanent Human Resources Office will have to be notified and the Technology Help Desk will receive the information and records will be updated for 911 location.

How do I transfer a call?

  1. Press the Transfer Button 
  2. Dial the extension you would like to transfer the call to
  3. Press the Transfer Button again
  4. Hang up receiver

How do I make a call on campus?

For (715) numbers: Dial 9 + the 10 digit number: example: 9-715-000-0000.

For other area codes: Dial 9+1+10 digit number: example: 9-1-218-000-0000.

For calling a UW-Superior number, you may just dial the extension.

Who do I call in case of Emergency?

  • Police, Fire, Ambulance – Dial 911
    • Once 911 has been dialed, the building name, office number and the name of the person associated with the phone will be relayed to the 911 dispatch center
  • Non-Emergency and campus assistance, please call campus safety at 715-394-8114 .  Officers are on duty and calls are answered 24 hours a day, 365 days a year.

Can I make a conference call from my office?

Yes

  1. With a call on the line, select the Confrn (Conference) soft key.
  2. Dial the person you want to add to the conference with any additional digits (9-1-area code). If the third party does not answer or does not wish to join, select the EndCall soft key, then the Resume soft key.
  3. Announce the conference to the new party.
  4. Select the Confrn soft key again. All lines will be in conference.
  5. To add another party, repeat the steps above.

Removing Yourself from an Ad-Hoc Conference:

Hang up or press the EndCall soft key.

Can I make international calls?

Yes, international calls are any country outside of the 50 United States. Each country has a different calling cost. These calls will be restricted and will require this feature to be activated on the phone line. Billing for international calls will be accounted for each month and applied to the extension and associated cost center.

Can I make long distance calls?

Yes, all calls within the US 50 States will be free of charge.

Is there a charge for long distance or local calling?

No, all calls will be free local or long distance. International rates will still apply.

ResNet

I am a student and there is something wrong with my computer, where can I get help?

If you live in the residence halls, you can bring your computer to ResNet, located behind the Technology Help Desk in Swenson 2100. If you do not live in the residence halls, you can stop by the Technology Help Desk.

I’m not a UW-Superior student, but I live in the Residence Halls. Can I still connect?

Yes. ResNet currently creates accounts for all non-UWS students so you may connect to the network via your room or any wireless access point in the Residence Halls. You will use the same username and password that you use for Live@UWS.

Do I need my own computer?

If you can afford your own computer, you will probably find that it will be a great convenience for you. If you cannot afford your own computer, there are lab machines available in every resident hall

Am I allowed to have a static IP address?

No you are not. Please refer to our Policies page to know more about this policy.

What is a MAC address?

A MAC address (or a Media Access Control address) is a series of letters and numbers that is assigned to your network card inside your computer, gaming system, or wireless device. This number is supposed to be unique.

Why won’t my gaming console (WiiU, Xbox, Play Station, etc.) work on the network?

These devices use network technology that is similar to computers. Like any computer in the Residence Life network, those machines would also have to be registered in order for them to work. Registration of these devices will have to take place in the ResNet office after school begins.

You can do one of two things to get your device connected to the network:

1. You can follow the instructions on how to register your own device by following the Connecting to ResNet page on the ResNet web page.

or

2. You can bring your system to the ResNet office, and we would be happy to help you get that set up. NOTE: Wii (original Wii’s only) owners, wireless is no longer available for your Wii at UWS. You will need to purchase the wired adapter from Nintendo.

What kind of cables do I need to connect, and where can I purchase them?

You will need a Cat5e Ethernet cable to hook up your computer to the residence hall network. A Cat5e cable is NOT the same as a phone cable. A phone line will typically have four wire leads on each end of the plug, and the plug will be a little less than 3/8″ wide. A Cat5e Ethernet cable has eight wire leads, and the plug is a little less than ½” wide. These cables can be pretty much purchased anywhere. We do sell a limited quantity of 5′ and 10′ cables at the beginning of the school year.

Am I required to have antivirus software?

You will be required to have a current Antivirus software on your computer. If you do not have a current antivirus program, you will be provided an option to download one from the school at the time of network registration.

If you choose to use one of the University sponsored antivirus program, you will need to remove any antivirus program before you can install our antivirus software. If ResNet works on a computer, we will remove any and all forms of expired antivirus software programs before we put ours on.

Software Resources

How do I pay for more Print Credits?

In order to pay for more printing credits you will have to stop by the Technology Help Desk in Swenson 2100. Here you can pay cash or check for more printing credits.

Is Microsoft Office available?

Office 365 Education is a collection of services that allows you to collaborate and share your schoolwork. It’s available for free to students, faculty and staff at UW-Superior. The service includes Office Online (Word, PowerPoint, Excel and OneNote), and 5TB of OneDrive storage. 

Is there a student discount for software and computers?

UW-Superior partners with software publishers such as Microsoft, Adobe and others to offer discounted software to staff and faculty for home use. Visit https://uwsuper.onthehub.com to take advantage of these savings.

What are SAFE Alerts?

Receive voice mail, text messages, and emails about critical UW-Superior campus information.

Information of SAFE Alerts can be found here:https://www.uwsuper.edu/safety/alerts/index.cfm

I would like to do a survey, what software do I use?

Visit www.uwsuper.edu/survey

Sign in to Qualtrics using your university username and password

You can start building your survey in Qualtrics immediately after login. To activate your survey distribution rights, please contact Institutional Effectiveness after your initial login into the Qualtrics system. You will need either an IRB approval number or indicate that the survey is IRB exempt. Institutional Effectiveness will need the last name or userID associated with the survey to activate distribution rights.

Technology Helpdesk

What equipment can I check out from the Helpdesk?

Technology Services loans media equipment to University of Wisconsin-Superior faculty, staff, and students for university related activities. There are limited quantities of equipment items. All of our equipment is loaned out for up to 3 business days; see our Technology Loan Agreement for more information on loan eligibility, loan terms, renewals, and overdue fines.

Please check with the Help Desk for a list of current items available. To guarantee equipment will be available we recommend making a reservation in advance, contact the Technology Help Desk to make a reservation.

I am a student and there is something wrong with my computer, where can I get help?

If you live in the residence halls, you can bring your computer to ResNet, located behind the Technology Help Desk in Swenson 2100. If you do not live in the residence halls, you can stop by the Technology Help Desk.

What is the Technology Helpdesk?

The Technology Help Desk is the place to contact when you have questions about using technology at the university. Our staff can answer questions and provide access to university technology services, from computers to classroom technology to online systems.

Do I need my own computer?

If you can afford your own computer, you will probably find that it will be a great convenience for you. If you cannot afford your own computer, there are lab machines available in every resident hall

Am I allowed to have a static IP address?

No you are not. Please refer to our Policies page to know more about this policy.

What are the Helpdesk hours?

The Helpdesk is open Monday through Friday, 7:45 a.m. to 6:30 p.m.

Break and summer hours are Monday through Friday, 7:45 a.m. to 4:30 p.m.

What is a MAC address?

A MAC address (or a Media Access Control address) is a series of letters and numbers that is assigned to your network card inside your computer, gaming system, or wireless device. This number is supposed to be unique.

Am I required to have antivirus software?

You will be required to have a current Antivirus software on your computer. If you do not have a current antivirus program, you will be provided an option to download one from the school at the time of network registration.

If you choose to use one of the University sponsored antivirus program, you will need to remove any antivirus program before you can install our antivirus software. If ResNet works on a computer, we will remove any and all forms of expired antivirus software programs before we put ours on.

VPN

How do I disconnect from my VPN connection?

How you disconnect depends on the device, but in general you launch the “Palo Alto GlobalProtect” dashboard from the system tray or list of programs and click the DISCONNECT button on the dashboard.

How do I connect to the campus network using VPN after it is installed?

The steps depend on the device that you are connecting with, but in general:

  1. Navigate to the All Programs list and click the link to the “Palo Alto GlobalProtect”
  2. Click the CONNECT button
  3. Read the “Use Statement” dialog box and click the ACCEPT button 
  4. Enter the user name and password that was assigned to you for this type of connection and click the continue button.   

Note that your user name and password may be different than your campus login credentials.

How do I request VPN access?

Faculty and staff can submit a request for installation to the Technology Help Desk. The request must include the academic or business reason for the access. Once the request is approved, you will be required to bring the device to the Technology Help Desk in Swenson Hall. Our network technicians will complete the necessary configurations and install the VPN software (Palo Alto GlobalProtect). The process for installation can take up to 5 business days depending on current work load.

What can I do with VPN?

You can access any campus network resource the same as if you were on campus including access to network drives, email and any other network based software that you would have access to if you were connected on campus.

Who do I contact if I have problems connecting to the VPN?

Contact the Technology Help Desk and provide them with your computer number as well as a phone number that they can reach you at.

What can I do to secure my VPN connection and my campus devices?

Here are a few steps to help you secure your VPN connection and your campus devices:

  • Always disconnect from VPN when you have completed your work or are going to be away from your device for any period of time.
  • Never keep your VPN credentials on your device or your device carrying case. 
  • Store all critical data files on your network drives and password protect those files
  • Never allow you device to “Save Passwords” 
  • Avoid leaving devices in cars, hotel rooms or in checked luggage
  • Pay particular attention to your devices in airports or other public places
  • If your device is stolen, immediately contact the Technology Help Desk or if it is after hours contact University Police.

What is VPN?

VPN or Virtual Private Networks allow users to access the campus network from campus issued devices such as laptop or notebook computers when they are off campus and have access to the internet. The VPN uses technology to ensure that the data going over the public internet is encrypted and secure.

What are the policies for using VPN connections?

Polices for using this service are included in the broader Remote Access Policy. All other University policies including Appropriate Use Guidelines must be followed when connecting through VPN. For a complete list of policies, visit our Technology Services Policies web page.

Will I use my campus username and password to access the VPN?

Yes.

What do I do if I forget my VPN username and/or password?

Your username and password can be reset using our UW-Superior Login Portal, this password is the same password as all your campus logins.

Who can request a VPN connection?

Currently VPN connections are only available to Faculty and Staff with an approved academic or business need.

Can VPN be installed on my campus issued MAC?

Yes. The installation and steps for logging on are slightly different than for PC installation but most MAC devices are supported.

Can VPN be installed on my home computer or personal device?

No. VPN is only available for installation on UW-Superior owned devices.

Can I use VPN while on campus?

No.

Will the VPN connection be as fast as my on-campus connection?

No. Because data you are sending and receiving must be encrypted and decrypted, you will sacrifice some performance. The speed of the connection is also dependent on the speed of your internet connection. The campus network is typically much faster than most hotels, airports or other public networks.

Is my device completely secure with VPN?

No. VPN secures data as it is transmitted over the internet.  You are still responsible for the security of the data that resides on your device and responsible for the physical security of the device.