“My problem was solved! The IT professional reached out to me with the solution within 10 minutes. Thank you!” -Student, Jan 27
Systems and Infrastructure Status
Unplanned outage: No unplanned outages at this time.
Planned outage: No planned outages at this time.
As a reminder during the transition to VoIP, users on both phone systems will need to dial 9-1-304-876-XXXX. All of IT Services has been migrated to VoIP.
IT Service Desk Hours
Our hours during the Spring 2023 semester will be:
- Mondays – Thursdays from 8:00 AM until 5:00 PM
- Fridays from 8:00 AM until 4:30 PM
NOTE: If inclement weather and/or road conditions occur, these hours are subject to change.
To contact the IT Service Desk, you may reach us by:
- Phone: 9-1-304-876-5457 (Main Campus)
- Send an email to create a work order at itworkorder@shepherd.edu
NOTE: If you are reporting Wi-Fi connectivity problems, please look at this page first Wi-Fi Issues - Going in-person to the IT Service Desk in the basement of the Library.
Recent News
Adobe Problems
Some users have been experiencing problems with the Adobe products suddenly stop working. After working with IT Services to get Adobe correctly installed and configured, some further problems have occurred. IT Services has created a PDF file which will assist you. Please click the Adobe problems page.
Malwarebytes
Malwarebytes will be deployed to all University owned computers on August 14th and 15th.
Mandatory Password Change for all employees. July 13, 2022
In order to enhance our technology environment, computer account passwords must be changed every 180 days. All of the changes and procedures to facilitate this are detailed on this page.
Phishing emails, August 11, 2022
There is a constant stream of phishing emails circulating into campus email boxes. Please be vigilant about them. If you are not sure, please contact the IT Service Desk to ask about it.
If you clicked on the link or the attachment, and followed any of the directions, please contact the IT Services Desk by emailing itworkorder@shepherd.edu with your contact information and a summary of what you entered on the site.
SPAM
IT Services has been informed some students have been receiving emails which are either SPAM or a PHISH attack. These emails may look enticing, as many revolve around job opportunities or free goods, but, please be aware that these emails, and others like them, often are not legitimate. Always use caution when viewing and processing email. Please take extra care whenever asked to access another ‘link’ or open any ‘attachments’.
Here is an educational resource pertaining to Social Engineering attacks and how to recognize them Social Engineering Red Flags
Here are some rules of thumb to identify red flags in determining a valid email:
- FROM: You don’t recognize the sender or sender’s address. This is an unexpected or unusual email with an embedded hyperlink or an attachment from someone that I have not communicated with recently.
- SUBJECT: Subject line is irrelevant and/or does not match the email content.
- TO: You were sent an email with others, but you do not recognize any of the other recipients.
- DATE/TIME: Was this email sent at an unusual time, like 3 am?
- CONTENT: Am I being asked to do ‘something’ to avoid a negative consequence or to gain something of value? Does the content have bad grammar or poor spelling?
- HYPERLINKS: When you hover your mouse over the hyperlink, does the site that it is directing you to match what is on the hyperlink or to another place?
- ATTACHMENTS: Also be suspicious. You don’t recognize the file type.
To better assist you in educating yourself about PHISHING, please access the Google PHISHING Quiz. This quiz is highly interactive and will provide key areas to help you determine what email is legitimate and what is not. The PHISHING Quiz can be accessed by going to: https://phishingquiz.withgoogle.com/
If you are unsure if you have a malicious or legitimate email and would like assistance, please contact the IT Service Desk for assistance at 9-1-304-876-5457. You may also email us your issue to itworkorder@shepherd.edu
Older phishing attacks and other important updates
Please check our News Archive
Tips for Student Email Problems
- Your Username for the email system is your full email address of username@rams.shepherd.edu.
- Your student email password is synchronized with your Brightspace / Sakai / Computer Account. The password you set works for all of them. The only account it does not work for is RAIL, which is a separate PIN.
- If you feel your password is not working, log into the RAIL system, click on Personal Information, click on Password Management and then click on Change Password. Change your password following the rules stated on the page. After changing your password, log out of RAIL and wait at least 10 minutes before trying your password. NOTE: This password change will not only change it for your email account, but also your Sakai login, logging into campus lab and classroom systems, and for validating / registering your personal devices for use on our network.
- For mobile devices such as smartphones and tablets, you must enter your Sakai / computer account password into your device’s email app. If you do not, it will keep trying to use the previous invalid one.
- Also for mobile devices, you must change the server address in the email app settings. Most students have the server address as pod51011.outlook.com. That server address is no longer valid. Please remove this server address and enter the new server address of outlook.office365.com
If you are still having problems, please contact the IT Service Desk. Their contact information is at the bottom of this page under the To get help heading.
Information for registering personal devices
At the start of a new semester we wanted to share important information with you about registering your devices for use on the campus network including wi-fi.
- Desktop computers used in residence halls can be registered by students. Please visit the FAQ page, or click here.
- Laptops, tablets, iPads, smartphones and other smart devices may be registered by you. Please click here to register these types of devices.
- To register devices such as game consoles, Rokus, SmartTVs, and similar devices; please visit this web page.
Updated February 1, 2023