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. 

 

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

 

 3. Click Forgot my password . 

 

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

 

 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. 

 

 

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

 

 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 . 

 

 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 . 

 

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

 

 3. Enter and confirm 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 

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

 

 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 

 

 Open Google Chrome 

 Click the three dots in the top right corner of the page 

 Go to Settings 

 Click Privacy and security 

 Click Delete Browsing Data 

 Select All Time as the time range 

 Select Cookies and other site data 

 Click Delete Data 

 Restart Google Chrome 

 

 

 Mozilla Firefox 

 

 Open Mozilla Firefox 

 Click the three lines in the top right corner and click Settings 

 Select Privacy & Security from the left side menu 

 Scroll down and find Cookies and Site Data 

 Click Clear Browsing Data... 

 Use drop-down box to change When to Everything 

 Select Cookies and site data 

 Click Clear 

 Restart Mozilla Firefox  

 

 

 Microsoft Edge 

 

 Open Microsoft Edge 

 Click the three dots in the upper right corner of the browser window 

 Select Settings 

 Select Privacy, search, and services from the left side menu 

 Select Clear browsing data 

 Select Choose what to clear 

 Under Time range, select All Time 

 Select Cookies and other site data 

 Select Clear Now 

 Restart Microsoft Edge 

 

 

 macOS (Safari) 

 

 Open Safari 

 Click History in the menu bar 

 Click Clear History 

 Select All History 

 Click Clear History 

 Click Safari in the menu bar 

 Click Settings 

 Click Privacy 

 Under Cookies and Website Data, click Manage Website Data 

 Click Remove All 

 Click Remove Now 

 Click Done 

 Restart Safari 

 

 iOS 

 

 Open Settings app 

 Scroll down and tap Safari 

 Tap Clear History and Website Data 

 Tap Clear to confirm 

 Restart Safari 

 

 

 Mobile App Instructions 

 To clear cookies and cache on your mobile device: 

 

 

 Android Apps: 

 

 

 Open Settings . 

 

 

 Go to Apps or Apps & Notifications . 

 

 

 Select the app you want to clear (e.g., eAccounts, Canvas, etc.). 

 

 

 Tap Storage & Cache . 

 

 

 Tap Clear Cache and/or Clear Storage/Data as needed. 

 

 

 

 

 Apple (iOS) Apps: 

 

 

 Open Settings . 

 

 

 Go to General → iPhone Storage . 

 

 

 Select the app you want to clear. 

 

 

 Tap Offload App to remove temporary data or Delete App and reinstall if needed. 

 

 

 

 

 

 

 

 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 . 

 

 3. Authenticate using  Microsoft Authenticator on your mobile device.                                     

 4. Click Banner9 Student. 

 

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

 

 6. Authenticate using  Microsoft Authenticator on your mobile device.                                     

 3. Click Registration and Planning . 

 4. Click Register for Classes . 

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

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

 

 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 . 

 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. 

 3. Authenticate using  Microsoft Authenticator on your mobile device.                             

 4. Click on Banner9 Student . 

 

 5. Enter your full A-State email address and password and click Sign in. 6.  Authenticate using  Microsoft Authenticator on your mobile device.                             7. Click  Unofficial Transcript on the menu to the left. 

 

 8. Choose Transcript Level and  Transcript Type . 

 

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

 

 

 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 . 

 3. Authenticate using  Microsoft Authenticator on your mobile device.                                     

 

 

 4. Scroll down and click on Phone Verification . 

 

 

 

 5. Update your information and click  Confirm . 

 

 6. Click  OK. 

 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. 

 

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

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

 4. Enter your A-State password and click  Login . 

 5. Authenticate using  Microsoft Authenticator on your mobile device.                                     

 6. Click  Banner 9  under  Tools  on the left. 

 

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

 

 9. Authenticate using  Microsoft Authenticator on your mobile device.                                     

 10. Click View and Pay Bill . 

 

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

 

 12. Click Statements . 

 

 13. Click the 1098-T Tax Statements tab. 

 

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

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

 

 Employees 

 

 1. Go to  pack.astate.edu. 

 

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

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

 4. Enter your A-State password and click  Login . 

 

 5. Authenticate using  Microsoft Authenticator on your mobile device.                                     6. On the Dashboard, click on Quick Links . 

 

 7. Click  Self-Service Banner . 

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

 

 9. Authenticate using  Microsoft Authenticator on your mobile device.                                     10. Click Taxes. 

 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 

 

 

 

 Android 

 

 

   

 

 Windows 

 

 

   

 

 MacOS 

 

 

 

 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. 

 

 

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

 

   

 

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

 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. 

   

 

 

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

 

 

 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 

 

 

 

 

 Select Finish . 

 

 

 

 Windows 10 

 

 

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

   

 Select  This PC  from the left pane. Then, on the  Computer  tab, select  Map network drive.   

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

 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 

 

 

 

 Select Finish . 

 

 

 Mac OS 

 

 

 

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

 

 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 

 

 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. 

 

 Double bookings for the same day will NOT be allowed. If you double-book the shuttle for the same day, your latest booking will be canceled. 

 If you are a no-show several times in a row without letting us know, you will be issued a warning and then if it continues, you will be placed on the low-priority passenger list. 

 

 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. 

 

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

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

 4. Enter your A-State password and click  Login . 

 

 

 

 5. Authenticate using  Microsoft Authenticator on your mobile device.                             

 

 

 6. Click  IT Services on the left. 

 

 7. Click  ITS Helpdesk . 

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

 

 6. Enter your full A-State email address and password and click Login . 7. Authenticate using  Microsoft Authenticator on your mobile device.                             

 8. Click on Get Started . 

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

 

 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 . 

 11. Click Create A Ticket . 

 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. 

 

 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 . 

 

 3. Authenticate using  Microsoft Authenticator on your mobile device.                                     4. Click  Campus Tools on the left side of the screen. 

 

 5. Click  Emergency Text Alerts . 

 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: 

 

 

 At least eight characters long 

 

 

 At least one number 

 

 

 At least one lowercase letter 

 

 

 At least one uppercase letter 

 

 

 Cannot start with a number 

 

 

 Cannot include your name or username 

 

 

 Cannot be the same as a previous password 

 

 

 

 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: 

 

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

 

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

 

 If prompted to choose a  Work or school account or a  Personal account , always pick the  Work or school account . 

 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 

 

 Quick Start Guide 

 Word for Windows Training 

 Word Help 

 Keyboard shortcuts for Word 

 Word for Mac Help 

 Download PDF: Word Quick Start Guide 

 

 Excel 

 

 Quick Start Guide 

 Excel for Windows Training 

 Excel for Mac Help 

 Download PDF: Excel Quick Start Guide 

 

 Outlook 

 

 Quick Start Guide 

 Outlook Training 

 Outlook Help 

 

 eBook: Outlook Tips & Tricks 

 

 Download PDF: Outlook Quick Start Guide 

 

 PowerPoint 

 

 Quick Start Guide 

 PowerPoint Training 

 PowerPoint Help 

 PowerPoint for Mac Help 

 Download PDF: PowerPoint Quick Start Guide 

 

 OneDrive 

 

 Quick Start Guide 

 OneDrive Training 

 OneDrive Restrictions and Limitations 

 OneDrive Help 

 Download PDF: OneDrive Quick Start Guide 

 

 OneNote 

 

 Quick Start Guide 

 OneNote for Windows 10 Training 

 OneNote Help Center (all versions) 

 Download PDF: OneNote Quick Start 

 

 To Do 

 

 Quick Start Guide 

 To Do Training and Help 

 

 Teams 

 

 Training Videos 

 Help & learning 

 

  

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. 

 

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

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

 4. Enter your A-State password and click  Login . 

 

 5. Authenticate using Duo Mobile . 

 6. Click  Banner 9  under  Tools on the left. 

 

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

 

 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. 

 

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

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

 4. Enter your A-State password and click  Login . 

 

 5. Authenticate using  Microsoft Authenticator on your mobile device.                                     6. On the Dashboard, click on Quick Links . 

 

 7. Click Self-Service Banner . 

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

 

 9. Authenticate using  Microsoft Authenticator on your mobile device.                                     

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

 

 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.  

 

 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 

 

 Open Google Chrome 

 Click the three dots in the top right corner of the page 

 Go to Settings 

 Click Privacy and security 

 Click Clear Browsing Data 

 Select All Time as the time range 

 Select Cookies and other site data 

 Click Clear Data 

 Restart Google Chrome 

 

 

 Mozilla Firefox 

 

 Open Mozilla Firefox 

 Click the three lines in the top right corner and click Settings 

 Select Privacy & Security from the left side menu 

 Scroll down and find Cookies and Site Data 

 Click Clear Data... 

 Use drop-down box to change When to Everything 

 Select Cookies and site data 

 Click Clear 

 Restart Mozilla Firefox  

 

 

 Microsoft Edge 

 

 Open Microsoft Edge 

 Click the three dots in the upper right corner of the browser window 

 Select Settings 

 Select Privacy, search, and services from the left side menu 

 Select Clear browsing data 

 Select Choose what to clear 

 Under Time range, select All Time 

 Select Cookies and other site data 

 Select Clear Now 

 Restart Microsoft Edge 

 

 

 Safari 

 

 

 

 

 Open Safari 

 Select Sarari from the menu in the top left of your screen next to the Apple logo 

 Click Clear History 

 Choose the time range that you want to clear. It is recommended to clear All History 

 Select the Clear History button on that screen and it should clear out your browsers cookies and cache 

 Restart 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 

 

 Open Chrome. 

 Click the three vertical dots in the top-right corner. 

 Select “New Incognito Window.” 

 Alternatively, use the shortcut: Windows/Linux:  Ctrl + Shift + N Mac:  ⌘ + Shift + N 

 

 

 Mozilla Firefox 

 

 Open Firefox. 

 Click the three horizontal lines in the top-right corner. 

 Select “New Private Window.” 

 Shortcut: Windows/Linux:  Ctrl + Shift + P Mac:  ⌘ + Shift + P 

 

 

 Microsoft Edge 

 

 Open Edge. 

 Click the three horizontal dots in the top-right corner. 

 Select “New InPrivate Window.” 

 Shortcut: Windows/Linux:  Ctrl + Shift + N Mac:  ⌘ + Shift + N 

 

 

 Safari  

 

 Open Safari. 

 Click “File” in the top menu bar. 

 Select “New Private Window.” 

 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 

 

 Open Settings. 

 Scroll down and tap Safari. 

 Scroll down and tap Clear History and Website Data. 

 Confirm by tapping Clear History and Data. 

 

 Chrome 

 

 Open the Chrome app. 

 Tap the three dots (bottom-right). 

 Tap History > Clear browsing data. 

 Choose a Time Range (e.g., “All Time”). 

 Check Cookies, Site Data and Cached Images and Files. 

 Tap Clear Browsing Data, then confirm. 

 

 Firefox 

 

 Open the Firefox app. 

 Tap the menu button (three lines at the bottom). 

 Tap Settings > Data Management. 

 Toggle on Cookies and Cache. 

 Tap Clear Private Data, then confirm. 

 

 

 On Android 

 Chrome 

 

 Open the Chrome app. 

 Tap the three dots (top-right). 

 Tap History > Clear browsing data. 

 Choose a Time Range. 

 Check Cookies and site data and Cached images and files. 

 Tap Clear data, then confirm. 

 

 Firefox 

 

 Open the Firefox app. 

 Tap the three dots (top-right). 

 Tap Settings > Delete browsing data. 

 Select Cookies and Cache. 

 Tap Delete browsing data, then confirm. 

 

 Microsoft Edge 

 

 Open the Edge app. 

 Tap the three dots (bottom-center or top-right). 

 Tap Settings > Privacy and security. 

 Tap Clear browsing data. 

 Select Cookies and site data and Cached images and files. 

 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.  

 

   

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

 

 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. 

 

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

 

 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 

 

 

 On their computer, open Chrome . 

 

 

 At the top right, select More (three dots) > Extensions > Manage Extensions . 

 

 

 Use the toggle at the bottom right of each extension to disable it, or click Remove to uninstall. 

 

 

 

 Safari (Mac) 

 

 

 Open Safari . 

 

 

 From the menu bar, select Safari > Settings (or Preferences on older macOS). 

 

 

 Go to the Extensions tab. 

 

 

 Deselect the checkbox to turn an extension off, or select the extension and click Uninstall . 

 

 

 

 Mozilla Firefox 

 

 

 Open Firefox . 

 

 

 At the top right, select the menu (three lines) > Add-ons and themes . 

 

 

 Choose Extensions from the left sidebar. 

 

 

 Use the toggle to disable an extension, or click the three dots next to it and choose Remove . 

 

 

 

 Microsoft Edge 

 

 

 Open Microsoft Edge . 

 

 

 At the top right, select the three dots > Extensions . 

 

 

 Click Manage extensions . 

 

 

 Turn off the toggle next to an extension to disable it, or click Remove to uninstall. 

 

 

 

 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 

 

 

 Workaround Steps: This check can be disabled in the browser by entering this url in the browser 

 chrome://flags/#local-network-access-check 

 and then selecting Disabled instead of Default. Restart your device after and confirm. 

 

 

 

 Mozilla Firefox 

 

 

 Built-in Firefox Settings (Recommended First Steps) 

   

 • HTTPS-Only Mode: Ensures all connections are encrypted. 

 1Go to Firefox Menu (three lines) > 

 Settings  (or  

 Preferences ) > 

 Privacy & Security . 

 2Scroll to the 

 HTTPS-Only Mode  section and select "Enable HTTPS-Only Mode in all windows" for maximum protection. 

   

 • Mixed Content Blocking: Firefox automatically blocks or upgrades insecure (HTTP) content on secure (HTTPS) pages. 

 ◦Click the  

 Padlock icon  in the address bar, then the arrow to see site info and manage protection for that site. 

 ◦For a global setting, go to Menu > 

 Settings  > 

 Privacy & Security > 

 Enhanced Tracking Protection  and set it to  

 Strict , or choose  

 Custom  to fine-tune. 

 

 

 

 Microsoft Edge 

 

 Type  edge://flags/#block-insecure-private-network-requests  in the address bar. 

 Set the flag to  Disabled  to allow insecure requests (not recommended for security) or  Enabled  (default) to block them. 

 

 

 macOS (Safari) 

 

 Enable "Not Secure" Warnings (iOS/iPadOS): 

 

 Go to  Settings > Safari . 

 Scroll down to  Privacy & Security . 

 Turn on  "Not Secure Connection Warning"  to get alerts for HTTP sites 

 

 

 

 

 

   

 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 

 

 Windows – Windows 10 or later 

 Mac – macOS Ventura (13) or later 

 Mobile – iOS/iPadOS or Android 

 

 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 

 

 Microsoft 365 (Word, PowerPoint, Excel) – A-State has secured for you access to the latest Microsoft 365 software for both Windows and Mac. For more information, please visit our  Microsoft Office  page for more information! 

 Students are welcome to use Mac applications (i.e. Pages, Keynote, Numbers); however, please plan to convert these documents to the Microsoft file types prior to assignment submission. This course technology requirement also applies to Google Docs, Slides, and Sheets. 

 For completing coursework in Canvas, the following recommended web browsers should be used. 

 

 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 

 Enable all cookies in Chrome on PC or Mac 

 

 In Chrome, click the Chrome menu icon (three dots in the upper right) 

 Click Settings 

 In the Privacy and security  section, click Third-party c ookies 

 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 

 

 In Chrome, click the  Chrome menu icon (three dots in the upper right) 

 Click  Settings 

 In the  Privacy and security  section, click  Third-party cookies 

 Under Sites allowed to use third-party cookies, click the  Add button 

 Enter the web address. The web address for Canvas at A-State is https://arkansasstateuniversity.instructure.com/   

 Click the  Add button 

 

 For additional instructions and troubleshooting, see:  Google's guide to managing third-party cookies in Chrome   

 Enable all cookies in Chrome on iPhone or iPad 

 

 Open the iOS Settings (gear icon) 

 Scroll to the bottom and select Apps 

 Scroll and select  Chrome , or swipe down to use the search field 

 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. 

 Enable all cookies for MacOS 

 

 

 

 

 In Safari, open the Safari drop-down menu and click  Preferences 

 Click Privacy in the top panel 

 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   

 Enable all cookies for iPhone or iPad 

 

 

 

 

 Open the iOS Settings (gear icon) 

 Scroll to the bottom and select Apps 

 Scroll and select Safari , or swipe down to use the search field 

 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 

 

 

 

 

 Visit the website 

 At the left of the address bar, click the shield icon 

 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. 

 

 Open Edge browser, select  Settings and more        in the upper right corner of your browser window. 

 Select  Settings      > Privacy, search, and services     . 

 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. 

 

 Open Edge browser, select  Settings and more        in the upper right corner of your browser window. 

 Select  Settings      >  Privacy, search, and services     . 

 Select  Cookies  and go to  Allowed to save cookies. 

 Select  Add site to allow cookies on a per-site basis by entering the site's URL.

 

 The web address for Canvas at A-State is https://arkansasstateuniversity.instructure.com/   

 

 

 

 

 

 

 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. 

 

 

 Phone: 870-972-3933 

 Email: itshelpdesk@AState.edu