myCSUB Support Issues
 
General Login Issues for All Users
 
Error Received or Problem Possible Problems
Likelihood
Response Details

User doesn't know their NetID

User has not used the NetID lookup facility Find my Net ID using my CSUB ID number link

Med

have user click on the Find my Net ID using my CSUB ID number link to lookup their NetID

NetID is an alphanumeric field that is composed of the first initial, last name, and appended with a number (example jdoe12).  For some Students, Faculty, & Staff, they already know their NetID as the ID they log into Active Directory (CSUB-AD) Domain. 

Your User ID and/or Password are invalid.

User enters CSUB-ID number in NetID box

High

have user click onFind my Net ID using my CSUB ID number link to lookup their NetID

 

User mistypes NetID

High

User doesn't know their NetID

High

User mistypes password

High

 

 

Active Directory has locked account for 5 minutes after 5 invalid attempts

Medium

Have caller clear their browser cache, exit all browser sessions, and wait 5 minutes before retrying.

 

User doesn't have a CSUB-ID associated with their NetID in the Directory

Rare

Open Remedy Ticket for Group PeopleSoft

 

User’s samaAccountName (Pre-Windows 2000 name) is corrupt in Active Directory

Rare

 

User is not in the Directory

Medium

 

Users's Active Directory account is disabled.

Medium

Open Remedy Ticket for Group User Support to enable AD account

Some users Active Directory accounts are disabled (examples include Faculty/Instructors who may only teach one quarter per year, or separated staff who are also current students). So while the user can successfully reset their password, they're unable to login with their default password. Please check their AD account for being disabled.

Accounts are sometimes disabled as the result of Campus Separation Procedures. The person might get separated employment from CSUB, but still be a current student.

User doesn't know their password

User just doesn't know

High

Have user click on Find my Net ID using my CSUB ID number link on the http://my.csub.edu webpage.  If they need to reset their password, have them click on the Reset my password to default link

For Faculty & Staff, if the computer has been migrated to the Active Directory domain (CSUB-AD), the password is the same as what they log into their desktop computer with.  For students or faculty/staff with a computer that is not in Active Directory, the default password is YYYYSSSS where YYYY is their year of birth and SSSS are the last 4 digits of their SSN.

User is a CSUB-AD user and doesn't know that their NetID password is the same as their CSUB-AD password

Med

Your account has been disabled

 

User's account has been locked in PeopleSoft.

Med

Open Remedy Ticket for Group PeopleSoft

Account is locked at the PeopleSoft level.  PS admin in ACS must unlock account.

User doesn't know their CSUB-ID Number

User doesn't know their CSUB ID number.

Med

Your CSUB-ID number is located on the front of your CSUB RunnerCard.  

For new students without a RunnerCard, the CSUB-ID number was provided to them on either an Orientation Letter, an Admissions Letter, or Financial Aid letter.

Some Faculty & Staff retained older RunnerCard's with an old Banner number on the front (Pre-Summer 2004). This number is not the CSUB-ID number). Please lookup their CSUB-ID for them or refer them to Admissions & Records for assistance.

 

The CSUB-ID number is a nine digit number that starts with either a zero or a 9.  New students as of fall 2008 & CSUB employees usually have a CSUB-ID starting with a zero.  Students who attended CSUB before Fall 2008 usually have a CSUB-ID starting with a 9.

When looking up their NetID, the user receives the message 'There were no results found for the given CSUB-ID and last name. Please ensure you entered the requested information correctly.'

CSUB-ID number is incorrect

Med

Confirm user is using correct CSUB ID number and Open Remedy Ticket for Group PeopleSoft

 

Last Name does not match what is stored in the Master Directory

Low

Validate that person is using the last name stored in the system

PeopleSoft stores in the LastName field whatever information a student entered on their application.  Some students have hyphenated last names stored in the system.  Others applied with their maiden names and have since used their newer last name.

Student was admitted within the last 24 hours

Low

Your NetID account may not have been fully created yet.  Have student wait 24 hours before retrying.

 

Student is not 'eligible to enroll'

Med

Student needs to go or call the Admissions & Records office to determine why they aren't Eligible to enroll

 

User receive error message when try to reset assigned default password. Incorrect or missing SSN/DOB are recorded on user's campus record
Rare
Please contact Admissions and Records to verify we have your correct Social Security number and Birthdate information  
User is an International student and does not have a social security number
Low

Student should be advised to try 9999 in place of Last4SSN in the default password scheme. If unsuccessful, for regular university students, please have the user contact Admissions and Records to obtain Nation ID number assigned in place of missing SSN. For Extended Unversity students (including IELC), please contact Extended Unversity to obtain similar information.

 

User reports seeing a 'blank screen' after logging into myCSUB.

 

User's menu page or student center page has been minimized.

Med

Tell user to mouse click on the maximize button (which is located in the upper right hand corner of each pagelet.

menu pagelet image

 

Sometimes user's menu, student center, or faculty center pagelets get minimized. The user appears to have a 'blank screen'. Maximizing the pagelets will resolve the problem.

On Windows 7/Internet Explorer 9, User gets a blank screen when trying to go to the myCSUB login page.

 

User must turn on 'Compatability View' on IE 9 to resolve issue

Med

Compatability Mode can be set by for the webpage by clicking on the icon that looks like a page torn in half at the top of the IE 9 browser page (near the URL). See below:

IE9 Compatability Mode

A thorough explanation can be found at:

http://windows.microsoft.com/en-US/windows7/How-to-use-Compatibility-View-in-Internet-Explorer-9

 
myCSUB Time and Labor Issues (Student Asst. Timesheet)
 
Error Received or Problem Possible Problems
Likelihood
Response Details

User receives error ‘You are not a valid Time & Labor employee, so you  can’t access this page (13504,484).  If you are not an active Time and Labor employee as of today, you will not be able to access this page.’

This user thinks they are a time & labor student, but they are not listed as having an active job in PeopleSoft.

Med

Refer the student to their supervisor, who should verify that all the proper paperwork has been turned into Human Resources.

Student workers will be unable to submit time until the proper paperwork is filled out and that an active job record is created within HR.

 
myCSUB Student Self Service Functionality Issues
 
Error Received or Problem Possible Problems
Likelihood
Response Details

User is an employee but is also a student, but doesn't see the Student Center

 

Low

Open Remedy Ticket for Group PeopleSoft

Validate that person is also a student, and assign them the PeopleSoft role 'CSUB - Student'

User is a Time & Labor student but doesn't see the Student Center

 

Low

Open Remedy Ticket for Group PeopleSoft

Validate that the person is also a student, and assign them the PeopleSoft role 'CSUB - Student'

User can successfully login to myCSUB, but has questions about:

How to use features within myCSUB, such as adding/dropping a class, looking up finance information, getting started, etc.

High

Suggest that student check out the Self Service Help Guides. If they need additional assistance, refer them to the Admissions & Records Office at extension 3036

CSUB provides online guides for common questions about myCSUB.  While logged into myCSUB in the Student Center, there is a link available titled 'Self Service Help Guides' that you can refer users to.  The guides can also be directly accessed at:  http://www.csub.edu/selfservice/guides/

Specific questions about their Financial Aid

Med

Transfer/forward the request to the Financial Aid office at extension 3016

 

Specific questions about their records or admissions status

Med

Transfer/Forward the request to the Admissions & Records Office at extension 3036

 

Student clicks on "My Class Schedule" and gets message "You do not have access to the class schedule at this time" The My Class Schedule link only works during open enrollment period.
Med
User can view the current quarter schedule by clicking on the on the Weekly Schedule link instead. Once open enrollment ends, that link will give a message that says "You do not have access to the class schedule at this time."
 
myCSUB Faculty/Instructor Functionality Issues
 
clear
Error Received or Problem Possible Problems
Likelihood
Response Details
clear
Faculty/Instructor unable to log into myCSUB even after successfully reseting account password to default. Active Directory account is disabled
Med
Open Remedy Ticket for Group User Support to enable AD account Faculty/Instructors may only teach one quarter per year and their AD accounts are sometime disabled as a result of Campus Separation Procedures. Their AD accounts will need to be re-enabled if they are assigned to teach a course in the current quarter.
clear
User is not able to access Class Roster Toolkit (CRT) User does not know the URL of the CRT
Low
CRT is located at http://www.csub.edu/facStaff.shtml > Login To: > Class Roster Toolkit

The Class Roster Toolkit is a web based supplemental application to myCSUB and is available to Faculty, Instructors, and Academic Administrative Support staff. Users can email entire class lists from within FirstClass, generate excel class lists, or generate NetID lists to assist withapplication to allow users to access class lists with email address for each student.

All Faculty are granted access to CRT given their AD account is a member of the Faculty group. Staff member are granted access to CRT on individual basis.

User is a Faculty/Instructor but his/her AD account is not a member of the Faculty AD group
Med
Open Remedy Ticket for Group User Support to add user AD account into Faculty Group
User is a staff member but his/her AD account is not a member of the CRT AD Group
Med
Open Remedy Ticket for Group PeopleSoft
clear

Faculty/Instructor doesn't see any of their classes listed

Faculty isn't assigned to any or some of their expected classes

Med

Have instructor talk to their department administrative assistant as to why they aren't assigned to any courses.

Most likely, the instructor hasn't been assigned within myCSUB to one or more courses. This is usually handled at the department level.

Wrong term selected

Med

Please make sure the instructor has the correct term selected. They can change the term by clicking on the change term button.

FacultyCenterChange Term

The current term's classes are listed by default while the instructor may be wanting to look at the next term or previous term. This typically occurs during the time period between two terms.

clear

Faculty/Instructor clicks on Class Roster but doesn't see their class list

Faculty is most likely clicking on the Class Roster icon in the legend as opposed to the icon next to each class. Or Faculty is clicking on the Class Description expecting the Class Roster but is getting the Class Catalog entry.

High

Have instructor click on the Class Roster icon (the image of 3 people) which is on the left hand side of each of their individual classes.

Class Roster icon sample

A common error by many is to click on the Class Roster icon at the legend above 'My Teaching Schedule' or clicking on the Class Description Link.

clear
Clicking download on the Class Roster page does nothing Popup Blocker is preventing browser from launching Excel add-in.
Med

Download Button Graphic

The user must disable pop-up blocking for the myCSUB website.

For illustrated help, please refer user to the Web Browser Settings guide at:

http://my.csub.edu > How do I use myCSUB > Self-Service guides for Faculty (or Staff) > Web Browser Settings

 

Pop-up blockers could be set at the browser level as well as with the various 3rd party toolbars (Google, Yahoo, MSN, etc).

clear
Only first page of Class Roster prints Browser's print setting is probably defaulting to as laid out on screen. What comes out on the printed page is a full screen print of the browser window.
Med

User must adjust their browser's print setting to print out selected frames (in this example, the class roster frame).

Please refer user to the Browser Print Settings guide at:

http://my.csub.edu > How do I use myCSUB > Self-Service guides for Faculty (or Staff) > Browser Print Settings

 

Some myCSUB reports are contained within Frames and need to be printed as such. Many browsers are defaulting to print screen pages (as laid out on screen), therefore it seems as if some reports are being cutting off.

Firefox on the Mac is particularly problematic as different MAC OS versions handling printing frames differently.

 

clear
Instructor has specific questions about CSUB Faculty Queries Faculty or Staff needs help running Faculty queries
High

Self-Service guides exist for the CSUB Faculty Queries, Please refer user to the Self Service Guides for Faculty at:

http://my.csub.edu > How do I use myCSUB > Self-Service guides for Faculty (or Staff) > CSUB Faculty Queries

If they need additional help, please refer them to Dr. John Dirkse.

 

 

Common myCSUB reports have been created for Faculty & Staff. Online guides have been created on each of the individual queries as well as how to navigate to them.

clear
Instructor has detailed questions about functionality within the Faculty Center Faculty member has a question that isn't answered above
Med

Please refer specific questions on functionality within the Faculty Center to Dr. John Dirske.

Since losing our trainer Tammara, Faculty questions are to be referred to Dr. John Dirkse until further notice.

clear
 
RunnerMail Phase-Out Information & Updating Preferred Email Address
 
Error Received or Problem Possible Problems
Likelihood
Response Details
Student has question about updating their PS email address Student is unaware that they can update their email address
Med
Advise student on how to update their On-Campus Preferred email address.

Online help is available from http://my.csub.edu > Need Help? > Self Service Guides for Students > Personal Information > Update your email address

http://www.csub.edu/selfservice/guides/student/emails.shtml

RunnerMail phase-out related issue

RunnerMail is Phased-out. The campus no longer provides a campus based email address.

High during first quarter of 2010

Advise student on how to update their On-Campus Preferred email address

A RunnerMail Phase-Out Information sheet is provided for helpdesk personal to assist student during the transition.