IT FAQ

Frequently Asked Questions

How to Reset A-State Password (Expired)

Students, faculty and staff needing to reset their password after it has expired will need to follow the steps below. 

1. Go to Outlook.com and click Sign In.

Office Sign In Screen

2. Enter your full A-State email address and click Next.

Microsoft Sign In Screen

3. Click Forgot my password.

Shows Where to click Forgot Password

4. Enter your full A-State email address and verify the characters that are shown in the captcha and then click Next.

Shows beginning of verification process

5. Choose a verification method (email, text, call) to receive a verification code. You will have to verify that it is your alternate contact method by manually typing the beginning of the address for your email or by entering your complete phone number before receiving your verification code.

Account Verification Screen where you choose verification method

Shows where you enter verification code

6. Enter the verification code that you received. You should complete two verification steps before being able to create a new password.

Shows password reset screen

7. Type your new password.

The A-State password requirements are:
• It must contain at least 15 characters
• Have at least one capital letter, one lowercase letter, one number, and one special character
• It also must not contain any part of your name or anything too closely related to ASU
• It can also be set up as a passphrase,

8. Click Submit. You should see a success message like the one below.

Shows success message for changing password

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Reset A-State Password (Current)

Students, faculty and staff needing to change their password before it expires will need to follow the steps below. 

1. While logged in at Outlook.com, click on your name in the top right corner and click on View account.

selact.png

2. Click on Change Password in the Overview Tab. Alternatively, you can click on Password in the left-hand column.

offsec.png

3. Enter and confirm your new password.

changplogin.png

The A-State password requirements are:
• It must contain at least 15 characters
• Have at least one capital letter, one lowercase letter, one number, and one special character
• It also must not contain any part of your name or anything too closely related to ASU
• It can also be set up as a passphrase

4. Click Submit. You should see a success message like the one below. 

sucess.png

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Clear Cookies and Cache

Browsers tend to hold onto information over time; this could cause problems with logging in or bringing up websites. It is always a good idea to clear browsing data on a regular basis. To clear your browsing data, follow the instructions below.

Google Chrome

Mozilla Firefox

Microsoft Edge

macOS (Safari)

iOS

Mobile App Instructions


To clear cookies and cache on your mobile device:

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Register for Classes

1. Go to pack.astate.edu

2. Enter your full A-State email address and password and click Login.

image-1747342112556.png


3. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

4. Click Banner9 Student.

image-1747342147273.png


5. Enter your full A-State email address and current password and click Sign In.

image-1738338683580.png

6. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

3. Click Registration and Planning.

image-1701875486126.png
4. Click Register for Classes.

image-1701875541139.png
5. Click the drop-down box, select the term for which you wish to register and click Continue.

image-1701875597744.png
6. Click the Enter CRNs tab, enter the Course Reference Numbers (CRNs), and click Add to Summary.

image-1701875729117.png

If you wish to add more CRNs, click + Add Another CRN.

7. Once the classes being registered for have been added to the Summary (bottom right of the screen), click Submit.

image-1701875952944.png

Note the Status of the classes changes from Pending to Registered.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Access an Unofficial Transcript (Current Students)

1.  Go to pack.astate.edu

2. Enter your full A-State email address and password and click Login.

image-1747341975398.png


3. Authenticate using Microsoft Authenticator on your mobile device.

                         MS-Auth_Phone10.png  Pack-Auth5.png

4. Click on Banner9 Student.

image-1747341854537.png

5. Enter your full A-State email address and password and click Sign in.

image-1741791858785.png6.  Authenticate using Microsoft Authenticator on your mobile device.

                         MS-Auth_Phone10.png  Pack-Auth5.png
7. Click Unofficial Transcript on the menu to the left.

image-1741792115110.png

8. Choose Transcript Level and Transcript Type.

image-1741792359804.png

9. Your Unofficial Transcript will be displayed below the following information.

image-1741792419205.png

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Request a Name Change

Employees 

Employees requesting a name change will need to contact Human Resources at 870-972-3454

Students

Students requesting a name change will need to fill out the following form

Email addresses are only changed twice a year. Please indicate when applying for a name change that you would also like your email changed during the next available period.

How to Update Staff Directory Information

If an employee needs to update their A-State phone number, building, or office/room number, follow the instructions below.

1. Go to my.AState.edu

2. Enter full A-State email address and password and click Login.

recoverid.png
3. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

4. Scroll down and click on Phone Verification.

image-1727452436281.png

5. Update your information and click Confirm.

image-1727452921174.png

6. Click OK.

image-1727452984756.png

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Access Tax Form

Students

1. Go to pack.astate.edu.

image-1747341110902.png

2. Click Log In on the top right corner of the screen.

3. Enter your full A-State email address and click Next.

image-1747341135131.png
4. Enter your A-State password and click Login.

image-1747341283228.png
5. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

6. Click Banner 9 under Tools on the left.

image-1747342106572.png

7. Click Banner Student.

8. Enter your full A-State email address and current password and click Sign In.

image-1747342205146.png

9. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

10. Click View and Pay Bill.

image-1741792659442.png

11. Click My Account in the top left of the screen.

image-1746633504603.png

12. Click Statements.

image-1746633562047.png

13. Click the 1098-T Tax Statements tab.

image-1746633597896.png

14. Click the View button to the right of the tax year to download a PDF copy of the tax statement to your device.

image-1746633655909.png

Students can also contact 1098T@astate.edu for more assistance.

Employees

1. Go to pack.astate.edu.

image-1747341110902.png

2. Click Log In on the top right corner of the screen.

3. Enter your full A-State email address and click Next.

image-1747341135131.png
4. Enter your A-State password and click Login.

image-1747341283228.png

5. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png
6. On the Dashboard, click on Quick Links.

packportalquicklink.png


7. Click Self-Service Banner.

image-1747339940471.png
8. Enter your full A-State email address and current password and click Sign In.

image-1747340183598.png

9. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png
10. Click Taxes.

image-1741792785458.png

11. Click W-2 Wage and Tax Statement

Employees can contact Human Resources at hr@astate.edu or at 870-972-3454 for more assistance.

For more information, Students will need to contact the Treasurer's Office and Employees will need to contact Human Resources.

How To Forget The Network

Steps for Faculty/Staff/Students on how to forget the network for multiple device types.

Apple/iOS/iPhone

image-1740081025040.png

Android

image-1740081101032.png

 

Windows

image-1740081177859.png

 

MacOS

image-1740081203279.png

image-1740081232315.png

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Map a Network Folder

You have been given access to one of the A-State network folders and now you need to set it up so you can access the folder on your office workstation.

These instructions are for mapping a network folder to your computer. These are not for adding or accessing a M365 group document library.

Before attempting to map the network folder, please log off your workstation and then log back in. This step is necessary in order to pickup the new permissions assigned to your account.

If you can't connect to a network drive or folder, you might not have the correct permissions. If your supervisor/manager has not requested access to the network folder for you yet, please contact them and have them submit a help desk ticket to request access to the network folder.

Windows 11

Map a network drive to get to it from File Explorer in Windows without having to look for it or type its network address each time.

  1. Open File Explorer from the taskbar or the Start  menu, or press the Windows logo key  + E.

  2.  

  3. Select This PC from the left pane. Then, on the File Explorer ribbon, select More > Map network drive.win11-fileexplorer.png

    Note: If you don't see Map network drive on the More menu, you can right-click the This PC node in the folder pane and you'll see the command there.

     

  4. In the Drive list, select a drive letter. (Any available letter will do.)

  5. In the Folder box, type the path of the folder or computer, or select Browse to find the folder or computer. To connect every time you sign in to your PC, select Reconnect at sign-in.

    • If you type in the path of the folder, use the following format:
      \\ServerName\FolderName

      Example: \\fs1.astate.edu\its_exampleshare

  6. Select Finish.

Windows 10

  1. Open File Explorer from the taskbar or the Start menu, or press the Windows logo key + E.
  2.  
  3. Select This PC from the left pane. Then, on the Computer tab, select Map network drive. 

    explorer_map_drive.png
  4. In the Drive list, select a drive letter. (Any available letter will do.)
  5. In the Folder box, type the path of the folder or computer, or select Browse to find the folder or computer. To connect every time you log on to your PC, select the Reconnect at sign-in check box.
    • If you type in the path of the folder, use the following format:
      \\ServerName\FolderName

      Example: \\fs1.astate.edu\its_exampleshare

  6. Select Finish.

Mac OS

  1. In the Finder on your Mac, choose Go > Connect to Server.

  2. Type the network address for the computer in the Server Address field using the following format:
    smb://DNSname/FolderName

    Example: smb://fs1.astate.edu/its_exampleshare

  3. Follow the onscreen instructions to type the workgroup name and a user name and password, then choose the shared folder you want to access.
    • To make it easier to connect to the computer in the future, select Remember this password in my keychain to add your user name and password for the computer to your keychain.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

A-State Shuttle

Arkansas State University offers various shuttle services to International Students.

Airport Shuttle:

The A-State Airport Shuttle transports students to and from Memphis International Airport at the beginning and end of semesters.

Shopping Shuttle:

The A-State International Student Shuttle travels to grocery stores such as Kroger, Aldi’s, Wal-Mart, and the Asian Food Market, in addition to other shopping centers including Caraway Plaza, TJ Maxx, Burlington, and Target. Multiple shopping options are within walking distance of each stop on the shuttle, and the selected stores offer everything from home décor to electronics to the latest fashion trends.

Our shuttle is currently running on Mondays, Tuesdays, Thursdays, and Saturdays at the times listed below, and it departs from Arkansas State at the fountain behind the Reng Student Union (where the cafeteria is located). The first and third Sunday of every month, we also offer a free international shuttle to the Memphis Farmer's Market where you are able to find food from around the world.

SHOPPING SHUTTLE HOURS DEPARTURES FROM A-STATE LAST PICKUP FROM STORES FINAL DROP OFF AT A-STATE
MONDAYS, TUESDAY, THURSDAYS 4PM - 7PM 4PM AND 5 PM 6PM BY 7PM
SATURDAYS 10AM - 3PM 10AM, 12PM AND 1PM 2PM BY 3PM

International students only can sign up to ride the shuttle. Please reach out to oips@astate.edu

If you have any questions about the A-State Shuttle, please contact the Office of International Programs at 870-972-2329 or oips@astate.edu .

What should I do if my Wi-Fi goes out during a test?

If you are taking an online exam/quiz and your Wi-Fi/internet connection goes out, you should immediately email your instructor to let them know what has happened.

If this happens on-campus, please contact the ITS Help Desk at itshelpdesk@astate.edu or at 870-972-3933 to check on any outages.

How to Submit a Help Desk Ticket

If you experience issues or errors when trying to login to the AstateSecure network, please try forgetting the Wi-Fi network and trying to reconnect. There are instructions on how to do this for various different devices below.

If you did not receive or cannot find your Home@AState password or if you are experiencing networking issues within your dorm, submit a Help Desk Ticket so we can help you get this matter resolved. Here are the instructions for this: 

1. Go to pack.astate.edu.

image-1747341110902.png

2. Click Log In on the top right corner of the screen.

3. Enter your full A-State email address and click Next.

image-1747341135131.png
4. Enter your A-State password and click Login.

image-1747341283228.png

5. Authenticate using Microsoft Authenticator on your mobile device.

                         MS-Auth_Phone10.png  Pack-Auth5.png

6. Click IT Services on the left.

image-1747343496298.png

7. Click ITS Helpdesk.

5. Click on Sign In located at the top right of the screen. 

1.png

6. Enter your full A-State email address and password and click Login.

image-1747341283228.png
7. Authenticate using Microsoft Authenticator on your mobile device.

                         MS-Auth_Phone10.png  Pack-Auth5.png


8. Click on Get Started.

getstarted.png
9. Note the categories of issues that you can submit a ticket for. For this example, click on Networking & Wireless. 

2.png

10. Here you would choose the option that closest matches the issue you are currently having. For this example, click A-State Secure Network Issue.

3.png
11. Click Create A Ticket.

4.png
12. Fill out the form with the requested information. Click Request to submit your ticket. The Help Desk will then read your ticket and route it to the correct department.

5.png

6.png

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

Computer Suggestions for New Students

When choosing a computer for a new student, it is important to look at the proposed major of the student. An Engineering student is going to have different requirements than an English student.

ITS suggests reaching out to the Department of the student's major in and ask if there are any specific requirements for a computer.

The only suggestion we make to every major is no Chromebooks. Chromebooks cannot install software; they can only install Google Chrome extensions. If a student needs to download software for a course, it is very highly likely that they will not be able to access it on a Chromebook.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149. 

How to Sign up for Emergency Text Alerts

A-State students, staff, and faculty can sign up for Emergency Text Alerts. These alerts keep everyone up to date on any emergencies on campus, inclement weather warnings and closings, etc. Follow the instructions below to make sure that you receive the alerts.

1. Go to pack.astate.edu

2. Enter your full A-State email address and password and click Login.

image-1747342112556.png

3. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png
4. Click Campus Tools on the left side of the screen.

image-1748375310197.png

5. Click Emergency Text Alerts.

image-1748375367323.png
6. Click Edit if you need to change the phone number receiving the alerts. Click where it says "Click here to enter Phone Number" if you need to add another number.

7. Click Confirm when the information is correct.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Reset Your Oracle Password for Argos or RPTS (SQL)

Students, faculty, and staff needing to reset their Oracle password for Argos or RPTS (SQL) will need to follow the steps below.
1. Go to Oracle password reset.
2. Click Change Password

If prompted, sign in using your full A-State email address and current password.

3. Enter your current A-State password, then type and confirm your new password.

Make sure your new password meets A-State requirements:

4. Click Submit

Once submitted, the new password will sync with your Oracle account (used by Argos and RPTS).

5. Wait 10–15 minutes

This allows time for the password to sync across systems.

If your account is locked, you must first contact its_dba@astate.edu to have it unlocked before you can reset the password.

You must be connected to A-State's network on-campus or by connecting through VPN to be able to use this tool.

If you continue experiencing issues logging into Argos or RPTS after resetting your password, contact the ITS DBA's at its_dba@astate.edu.

Childhood Services Training - AR Professional Development Registry

Through the PDR, individuals can register for professional development opportunities and obtain resources to enhance their knowledge and skills.

Visit the AR Professional Development Registry here>>

If you need assistance with accessing the PDR, please call Childhood Services at 870-972-3055.

DMARC: Domain-based Message Authentication, Reporting & Conformance

What is DMARC?

DMARC, which stands for “Domain-based Message Authentication, Reporting & Conformance”, is an email authentication, policy, and reporting protocol. It builds on the widely deployed SPF and DKIM protocols, adding linkage to the author (“From:”) domain name, published policies for recipient handling of authentication failures, and reporting from receivers to senders, to improve and monitor protection of the domain from fraudulent email.

DMARC is a way to make it easier for email senders and receivers to determine whether or not a given message is legitimately from the sender, and what to do if it isn’t. This makes it easier to identify spam and phishing messages, and keep them out of peoples’ inboxes.

DMARC is a standard that allows email senders and receivers to cooperate in sharing information about the email they send to each other. This information helps senders improve the mail authentication infrastructure so that all their mail can be authenticated. It also gives the legitimate owner of an Internet domain a way to request that illegitimate messages – spoofed spam, phishing – be put directly in the spam folder or rejected outright.

Why is DMARC important?

With the rise of the social internet and the ubiquity of e-commerce, spammers and phishers have a tremendous financial incentive to compromise user accounts, enabling theft of passwords, bank accounts, credit cards, and more. Email is easy to spoof and criminals have found spoofing to be a proven way to exploit user trust of well-known brands. Simply inserting the logo of a well known brand into an email gives it instant legitimacy with many users.

Users can’t tell a real message from a fake one, and large mailbox providers have to make very difficult (and frequently incorrect) choices about which messages to deliver and which ones might harm users. Senders remain largely unaware of problems with their authentication practices because there’s no scalable way for them to indicate they want feedback and where it should be sent. Those attempting new SPF and DKIM deployment proceed very slowly and cautiously because the lack of feedback also means they have no good way to monitor progress and debug problems.

DMARC addresses these issues, helping email senders and receivers work together to better secure emails, protecting users and brands from painfully costly abuse.

What type of illegitimate email does DMARC address?

DMARC is designed to protect against direct domain spoofing. When an email is sent by an unauthorized sender (whether it is sent by a malicious actor, or even an unauthorized or non-participating department of the company that owns/operates the domain), DMARC can be used to detect the unauthorized activity and (if so configured) request that those messages be blocked or discarded when they are received.

How does DMARC work, briefly, and in non-technical terms?

A DMARC policy allows a sender to indicate that their messages are protected by SPF and/or DKIM, and tells a receiver what to do if neither of those authentication methods passes – such as junk or reject the message. DMARC removes guesswork from the receiver’s handling of these failed messages, limiting or eliminating the user’s exposure to potentially fraudulent & harmful messages. DMARC also provides a way for the email receiver to report back to the sender about messages that pass and/or fail DMARC evaluation.

How does email forwarding affect DMARC?

If you are forwarding your A-State email (@astate.edu, @smail.astate.edu or @asusystem.edu) to another A-State email address, DMARC will not impact the deliverability of your email.

There are two ways that an email can be forwarded; one of them is manual, which has no effect on email authentication since the forwarded email is contained in a new email.

The second way, when the emails are automatically forwarded is when things become slightly complex and challenging. In our environment, automatically forwarded email to an external address will fail. This is due to the URL rewriting of links since we are changing the body of the email it will no longer pass DKIM causing DMARC to fail. The same is true if you are forwarding from an external address to an A-State email address. 

The best way to ensure forwarded email is delivered, is to not use automatic forwarding and instead forward the message manually. 

How are mailing lists impacted by DMARC?

Most modern implementations of mailing lists (Mailman, ListServ, etc.) provide support for DMARC. However, it may not be enabled by default. If you are a member of a mailing list and you have stopped receiving messages from the list, please contact the list admin and ask about making the list DMARC complaint.

I am no longer receiving email from a particular sender. What should I do?

Please contact the ITS Help Desk and submit a ticket. Include as much information about the sender as possible (email address, approximate date the email was sent, subject, etc.) so we can track the message is our system to see why it was not delivered.

ITS will provide you with details about why the message was not delivered.+

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

Microsoft 365 Resources

Microsoft 365 provides a suite of cloud-based applications that complements educational and business environments. Many of the products are free of charge and similar to other no-cost product offerings. These products do not replace existing offerings but provide additional flexible, tools that are available online.

All products are available in the Microsoft portal at https://www.office.com.

To sign in:

  1. Go to https://www.office.com.

  2. To log in, enter your full A-State email address. (username@astate.edu or username@smail.astate.edu) Click Next

  3. If prompted to choose a Work or school account or a Personal account, always pick the Work or school account.
  4. You will be directed to authenticate with your University credentials. Enter your password and click Sign in or press ENTER.

Products can generally be accessed 24x7 using a computer, tablet, smartphone or other device with an Internet connection.

Resources

Word
Excel
Outlook
PowerPoint
OneDrive
OneNote
To Do

Teams

 

How to Retrieve A-State ID (Student)

This article will guide a student on how to find their ID number on Banner 9 Student.

1. Go to pack.astate.edu.

image-1747341110902.png

2. Click Log In on the top right corner of the screen.

3. Enter your full A-State email address and click Next.

image-1747341135131.png
4. Enter your A-State password and click Login.

image-1747341283228.png

5. Authenticate using Duo Mobile.

step16.png

6. Click Banner 9 under Tools on the left.

image-1747342106572.png

7. Click Banner Student.

8. Enter your full A-State email address and current password and click Sign In.

image-1747342205146.png

9. Your A-State ID will be shown to the right of your name near the top of the screen.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Retrieve A-State ID (Employee)

This article will guide an employee on how to find their ID number on Banner 9 Self-Service.

1. Go to pack.astate.edu.

image-1747341110902.png

2. Click Log In on the top right corner of the screen.

3. Enter your full A-State email address and click Next.

image-1747341135131.png
4. Enter your A-State password and click Login.

image-1747341283228.png

5. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

6. On the Dashboard, click on Quick Links.

packportalquicklink.png


7. Click Self-Service Banner.

image-1747339940471.png
8. Enter your full A-State email address and current password and click Sign In.

image-1747340183598.png

9. Authenticate using Microsoft Authenticator on your mobile device.

                                 MS-Auth_Phone10.png  Pack-Auth5.png

10. Click on My Profile. Your A-State ID number will be shown on the left.

image-1747340340967.png

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to navigate the Banner error message (Invalid username/password; Logon denied)

This article will cover how to nagivate a common error message that might display when accessing Banner applications. This is caused by Banner collecting cookies and when the error message occurs, it will not go away until those cookies are cleared out. 

image[48].png

Accessing Banner on a computer through pack.astate.edu 

If you are accessing a Banner application on your computer through pack.astate.edu there are two methods to fix the error. Please see both methods below.

You can find a video tutorial for this process below:

:

1. You will need to clear your browsers cookies and cache to clear the error on Banner. Although this should fix the issue, it might happen again and require to clear your browsers cookies and cache again due to the Banner application collecting cookies on the site. Below is a list for how to clear cookies and cache on various browsers:

Google Chrome
Mozilla Firefox
Microsoft Edge
Safari

2. For a quick fix to this error which can get you into Banner temporarily is by using an icognito window through your web browser.

Google Chrome
  1. Open Chrome.
  2. Click the three vertical dots in the top-right corner.
  3. Select “New Incognito Window.”
  4. Alternatively, use the shortcut:
    Windows/Linux: Ctrl + Shift + N
    Mac: ⌘ + Shift + N
Mozilla Firefox
  1. Open Firefox.
  2. Click the three horizontal lines in the top-right corner.
  3. Select “New Private Window.”
  4. Shortcut:
    Windows/Linux: Ctrl + Shift + P
    Mac: ⌘ + Shift + P
Microsoft Edge
  1. Open Edge.
  2. Click the three horizontal dots in the top-right corner.
  3. Select “New InPrivate Window.”
  4. Shortcut:
    Windows/Linux: Ctrl + Shift + N
    Mac: ⌘ + Shift + N
Safari 
  1. Open Safari.
  2. Click “File” in the top menu bar.
  3. Select “New Private Window.”
  4. Shortcut:
    ⌘ + Shift + N

Accessing Banner through the Pack Portal app on a mobile phone

If you are logged into the Pack Portal mobile app but running into this error when clicking on Banner, follow the instructions below to help clear out your phone browsers cookies and cache. Please note that Banner might do this on occasion and you might need to do it again if you get this error again.

On iOS (iPhone/iPad)
Safari
  1. Open Settings.
  2. Scroll down and tap Safari.
  3. Scroll down and tap Clear History and Website Data.
  4. Confirm by tapping Clear History and Data.
Chrome
  1. Open the Chrome app.
  2. Tap the three dots (bottom-right).
  3. Tap History > Clear browsing data.
  4. Choose a Time Range (e.g., “All Time”).
  5. Check Cookies, Site Data and Cached Images and Files.
  6. Tap Clear Browsing Data, then confirm.
Firefox
  1. Open the Firefox app.
  2. Tap the menu button (three lines at the bottom).
  3. Tap Settings > Data Management.
  4. Toggle on Cookies and Cache.
  5. Tap Clear Private Data, then confirm.
On Android
Chrome
  1. Open the Chrome app.
  2. Tap the three dots (top-right).
  3. Tap History > Clear browsing data.
  4. Choose a Time Range.
  5. Check Cookies and site data and Cached images and files.
  6. Tap Clear data, then confirm.
Firefox
  1. Open the Firefox app.
  2. Tap the three dots (top-right).
  3. Tap Settings > Delete browsing data.
  4. Select Cookies and Cache.
  5. Tap Delete browsing data, then confirm.
Microsoft Edge
  1. Open the Edge app.
  2. Tap the three dots (bottom-center or top-right).
  3. Tap Settings > Privacy and security.
  4. Tap Clear browsing data.
  5. Select Cookies and site data and Cached images and files.
  6. Tap Clear, then confirm.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

 

How an Employee can update their work phone number in Banner

If you are an employee who needs to update your work phone number in Banner, follow the guide below.

1. Log into Pack.astate.edu with your full A-State email and A-State password.

2. Approve Duo.

3. Once logged into the Pack Portal, navigate to the left hand side under Tools and choose Banner 9 and then Banner 9 Employee.

4. Log into Banner using your full A-State email and A-State password then click Sign In.

5. Approve Duo for the Banner application.

6. Once logged into Banner 9 Employee, select the four squares in the top left corner. 

updatewpi.png

 

7. You will then need to choose Banner and then Personal Information.

Bannerpersinfo.png

8. Once you are on the Personal Information page, locate the Phone Number section. Find the Work Phone and select the pencil icon under it to edit.

Workphone.png

If needed you can also choose to Add New then choose Work Phone.

Addnew.png

Once you have made the desired changes, click Save to complete updaing your Work Phone Number in Banner.

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

How to Disable or Uninstall Browser Extensions

If a website or web app isn’t behaving correctly (Such as Banner Self Service showing a white screen during logging in), a browser extension may be causing the issue.
Follow the steps below for your browser to turn off or remove extensions.

Google Chrome

Safari (Mac)

Mozilla Firefox

Microsoft Edge


For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

Editing URL Links & Hyperlinks

Instructions for editing URL links in Microsoft Word for both Windows (PC) and Mac

1. Change the Display Text of a Link
PC (Windows) Mac
1. Right-click the hyperlink. 1. Control-click (or right-click) the hyperlink.
2. Select Edit Hyperlink… 2. Select Edit Hyperlink…
3. In the Text to display field, type the new text. 3. In the Text to display field, type the new text.
4. Click OK. 4. Click OK.
2. Change the URL of a Link
PC (Windows) Mac
1. Right-click the hyperlink. 1. Control-click (or right-click) the hyperlink.
2. Select Edit Hyperlink… 2. Select Edit Hyperlink…
3. In the Address field, type or paste the new URL. 3. In the Address field, type or paste the new URL.
4. Click OK. 4. Click OK.
3. Remove a Hyperlink
PC (Windows) Mac
1. Right-click the hyperlink. 1. Control-click (or right-click) the hyperlink.
2. Select Remove Hyperlink. 2. Select Remove Hyperlink.
4. Keyboard Shortcuts
Action PC Mac
Open Edit Hyperlink dialog Ctrl + K Cmd + K
Undo automatic hyperlink after pasting Ctrl + Z Cmd + Z

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

Block insecure private network requests

If you are attempting to access Banner 9 Admin and getting a Authentication Failed message, it could be due to the insecure private network. This is a known issue with Banner that has been reported to Ellucian. Below are workarounds steps.

Google Chrome

Mozilla Firefox

Microsoft Edge

macOS (Safari)

 

For further assistance, contact the ITS Help Desk at 870-972-3933 or stop by IT Support Services (itsupportservices@astate.edu). It is located on the bottom floor of the Dean B. Ellis Library, Room 149.

University Technology Recommendations

Technology (hardware and software) and Internet access will be key to course success in your academic journey! Please check the following list to be certain you have the technology needed to be successful in your courses.

Internet Access

You should make arrangements to have access to the Internet, preferably high-speed Internet, for your courses. A wired, high-speed, Internet connection (Ethernet), is highly recommended, especially when taking a quiz or exam!

Operating Systems

Please note that Chromebooks run off of their own operating system(ChromeOS) and are unable to download programs (i.e. Office 365, Respondus LockDown Browser, etc.) that you may need during your time here at A-State. We strongly recommend that you purchase a Windows machine or a Mac instead as Chromebooks may not support all applications required in your courses.

Mobile Devices

Please note that while many of the latest mobile devices (phones/tablets) may allow you to access coursework, it is not recommended to rely solely on these devices. Completing most course assignments will require a computer.

Software

Additional Computer Hardware

A webcam, microphone, and speakers (can be internal hardware already available on your computer) are also recommended for success in most courses.

Pack Resources: ITS - FAQs

How do I change my email password?

You can change/reset your password by going to Outlook.com. Please keep in mind that your password will expire a year after it is created or reset.

How am I notified of an emergency on campus?

If you sign up for the Emergency Alert System, you will receive a text that will notify you of emergencies on campus on your cellphone. Login to the Pack Portal, pack.AState.edu, and select Emergency Text Alerts under Campus Tools

Do I get Microsoft software at no charge since I am an A-State student?

Yes, the Microsoft Office 365 (education package with Word, Excel, PowerPoint) is available to students at no charge.
Go to Office.com and sign in with your full A-State email address and A-State password. Once signed in, there should be an option to “Install and more” in the upper right corner. This will allow you to download the Office 365 suite onto your computer. For any further questions you can contact the ITS Help Desk at 870-972-3933.

What software will I need while I am a student at A-State?

Software may be required for your course or provided by the publisher of your textbooks. Your instructor will let you know what you need.

I have questions about setting up my smart phone and other technology issues. Do you have any information?

The Information Technology Services’ Knowledge Base may be just the place you need to visit at kb.AState.edu.
The Knowledge Base has a lot of helpful information regarding your technology needs at A-State.

How do I contact the Information Technology Services’ Help Desk?

Please call 870-972-3933

I cannot connect to the Internet through the Ethernet port in my room in the residence hall. It isn’t working. What should I do?

When you have issues with your data port, call the help desk at 870-972-3933.

My ID Card or Mobile device doesn’t work to get into my class or room? What do I do?

You can call the Campus Card Center at 870-972-2900 or visit the Campus Card Center on the first floor of the Library.

How do I put my ID on my mobile device?

The Information Technology Service’s Knowledge Base may be just the place you need to visit at kb.AState.edu.
You can call the Campus Card Center at 870-972-2900 or visit the Campus Card Center on the first floor of the Library.

Enable Third-Party Cookies and Cross-Site Tracking for your Browser

Some university services, embedded content, authentication tools, and third-party integrations may require third-party cookies or cross-site tracking permissions. Follow the instructions below for your browser.

Important: Enabling third-party cookies may reduce privacy protection. Whenever possible, use the site-specific exception options provided by your browser.

Google Chrome

  1. In Chrome, click the Chrome menu icon (three dots in the upper right)
  2. Click Settings
  3. In the Privacy and security section, click Third-party cookies
  4. Make sure that Block third-party cookies and Block all cookies are not selected

Enable cookies for a single site in Chrome on PC or Mac

  1. In Chrome, click the Chrome menu icon (three dots in the upper right)
  2. Click Settings
  3. In the Privacy and security section, click Third-party cookies
  4. Under Sites allowed to use third-party cookies, click the Add button
  5. Enter the web address. The web address for Canvas at A-State is https://arkansasstateuniversity.instructure.com/ 
  6. Click the Add button
For additional instructions and troubleshooting, see: Google's guide to managing third-party cookies in Chrome 
  1. Open the iOS Settings (gear icon)
  2. Scroll to the bottom and select Apps
  3. Scroll and select Chrome, or swipe down to use the search field
  4. Enable the Allow Cross-Website Tracking slider

Safari

It isn't possible to approve cookies for only certain sites in Safari. You will need to enable all cookies, instead.

  1. In Safari, open the Safari drop-down menu and click Preferences
  2. Click Privacy in the top panel
  3. Ensure that Prevent cross-site tracking and Block all cookies are both unchecked
For additional instructions and troubleshooting, see: Apple's guide to enabling cookies in Safari on macOS 
  1. Open the iOS Settings (gear icon)
  2. Scroll to the bottom and select Apps
  3. Scroll and select Safari, or swipe down to use the search field
  4. Tap Advanced, then turn off Block All Cookies.
For additional instructions and troubleshooting, see: Apple's guide to managing cookies on iPhone and iPad 

Firefox

In Firefox, it isn't possible to enable all cookies. Instead, you will need to enable them specifically for each site individually.

Enable cookies for a specific site for Firefox on PC or Mac

  1. Visit the website
  2. At the left of the address bar, click the shield icon
  3. At the top right of the panel, toggle off the Enhanced Tracking Protection switch. This will disable Enhanced Tracking Protection for the site and will automatically reload the page

Repeat this process for any other pages where you need to allow cookies.

For additional instructions and troubleshooting, see: Mozilla's guide to cookies and Enhanced Tracking Protection in Firefox 

Microsoft Edge

Allow all cookies

By allowing cookies, websites will be able to save and retrieve data on your browser, which can enhance your browsing experience by remembering your preferences and login information.

  1. Open Edge browser, select Settings and more  SettingsandMore  in the upper right corner of your browser window.
  2. Select Settings SettingsIcon  >Privacy, search, and services LockIcon .
  3. Select Cookies and enable the toggle Allow sites to save and read cookie data (recommended) to allow all cookies.

Allow cookies from a specific site

By allowing cookies, websites will be able to save and retrieve data on your browser, which can enhance your browsing experience by remembering your preferences and login information.

  1. Open Edge browser, select Settings and more  SettingsandMore  in the upper right corner of your browser window.
  2. Select Settings SettingsIcon  > Privacy, search, and services LockIcon .
  3. Select Cookies and go to Allowed to save cookies.
  4. Select Add site to allow cookies on a per-site basis by entering the site's URL. 

For additional instructions and troubleshooting, see: Microsoft's guide to managing cookies in Microsoft Edge 

These instructions were verified for Chrome, Edge, Safari, and Firefox as of July 2026. Menu names may vary slightly in newer versions.

Need Help?

Contact the ITS Help Desk for assistance.