The library has no access to information about student accounts (other than their library account), so these students should be direct to IT, either via the online Service Desk or to the TWIT office on the lower level of Mattson.

Passwords: 

• Computer Login and Student portal login share the same password. 
• mytwu.ca email passwords starts the same when the student signs up for it but changes as soon as they reset it and does not synchronize.
• Even though a student puts @mytwu.ca after their login for database access, the password needed is the same as their computer login.
• Password resets can be done for either online (pass.twu.ca for student portal and the mytwu.ca site for email).  This is not 100% effective and when it is it can take up to 15 minutes for the password reset to take effect. 
  • For any anomalies or issues, IT will need to perform the reset so please direct students to us either in person or via helpdesk.

Computer problems related to the computers in will be primarily serviced by IT. However, there are a few common problems that can be solved quickly and easily:

• The previous user locked rather than logging out of a computer. This is solved by pressing the start button on the computer until it shuts down and then pressing the button to re-start it. Once it's completed re-starting, they should be able to log in.

Process when reporting a computer-related issue:

• name of machine
• student name and ID
• description of problem

Lost Documents

1. The most frequent problem is that students download an attached document from their e-mail and work on it without saving it to their Documents folder.
2. If they close the browser and then try to re-open the document they edited, they won't be able to find it because they were saving it a temporary cache on the computer, rather than the Documents folder.
3. If this happens, have them contact IT as soon as possible, giving:
   • name of machine, e.g., LBL20701
   • student name and ID
   • description of problem
   • name of document being worked on
   • estimated last time document was saved
   • student's contact info
   • inform student to start working on a backup plan on a different machine, i.e., re-downloading the document from their e-mail, saving it to their Documents folder, and re-doing the edits they made that they lost.
4. IT is usually able to retrieve it from the cache, if they are contacted promptly.