Q: I know my password is correct but I can’t login.
Cause: User is likely using the wrong username, password, their full Aims email, or personal email.
Action: Verify the user then provide them the corrected username, assist in password reset if username correction does not resolve.
Q: My activation email has expired/48-hour window.
Cause: User activation email has been left longer than 48 hours and the link has deactivated.
Action: Resend the activation email via the SmartSheet.
Note: MFA is a requirement for activating an account
Q: I reset my password, Okta let me log in once but no more.
Cause: The user reset their password without fully activating their account causing it to change the password, log them in, then delete the password as the other requirements were not fulfilled. This will render this password unusable.
Action: Send the user and activation email and ensure they setup a password and MFA
Q: Google Workspace does not open my Aims email.
Cause: The user is logged into Gmail on that browser with a different email.
Action: The user will need to open Gmail, click the profile icon on the top right of the page and select to “Add another account.” They will select Google for the account type then type in their full Aims email. This will then prompt the same login process as aims.okta.com. Once logged in, the Aims email will be added to the list of accounts.
Q: I can not add an Emergency Contact.
Cause: This is typically caused because the relationship drop-down is not set to Emergency Contact.
Action: Have the user switch the desired emergency contact relationship to specify Emergency Contact as their relationship to the user.
Note: You may want to provide them the Workday Resources page
Q: I applied but never received the email.
Cause: User likely has missed the activation email, signed up with an incorrect email, or reactivated an account that had an old address.
Action: Resend the activation email, if they do not have access to the personal email listed in Okta check if Workday has the requested email under other secondaries listed and provide the email from Workday for Records to change to the primary. If the requested email is not listed in Workday under the user, transfer the user to Records to verify and have the email updated. This takes about 2 hours to take effect in Okta.
Note: Provide contact info for Records records@aims.edu 970-339-6404
Q: How do I map my drive?
Cause: The user has been provided a networked drive and needs it mapped.
Action: Have the user open File Explorer, remove the contents of the top center address bar, enter \\grfileserv01, then find the needed drive, right-click, and map the drive to a drive letter that is not Z.
Note: Z is saved for the user’s home drive.
Q: How do I map my printer?
Cause: User printer has not been mapped to the device.
Action: Have the user open File Explorer, remove the contents of the top center address bar, enter \\grprintsrv, then find the printer, double click it. The printer will likely be listed under some form of “More options” on the next print attempt as it had not been used at that point.
Q: My computer says my domain is not available when I try to sign in.
Cause: The device does not have the user profile cached to the device and is off domain.
Action: Log into the account on campus to cache the account, allowing local login to that account. Can be on Aims Secure or wired network.
Q: My dock does not allow multiple monitors from my Mac.
Cause: User likely has a USB-C DisplayPort dock.
Action: User will need to switch to a Thunderbolt dock.
Q: I can’t access my continuing education/Adult Ed account.
Cause: Adult Ed accounts are created, hosted and managed as a normal Aims account however only accessible to the Adult Ed team.
Action: Direct the user to Adult Ed support.
Note: Adult Ed can be reached at adulted@aims.edu or 970-339-6665
Q: I received a lifecycle email for my device.
Cause: Users are sent an email when their device is approaching the lifecycle date.
Action: Have the user reply to the email with their requested hardware, software, or create the ticket and move it to Inventory.
Q: The instructor station won’t display to the room projector.
Cause: Commonly this is caused by a previous user connecting their laptop to the BYOD cable, letting it go to sleep, then unplugging the device.
Action: Connect a device to the BYOD cable, wait for an image and disconnect the device again.
Q: I reset my password and was able to sign in but now it will not accept the password.
Cause: User may have initiated a password reset before activation, invalidating the current password upon creation.
Action: Resend the activation email and instruct the user to activate the account first using the latest activation email.
Q: My laptop is only letting me sign in with the old Aims password.
Cause: User had updated their password off the network and off VPN causing the PC to be unable to update the password on the device.
Action: Bring the device on campus, connect to Aims Secure on Low Risk or VPN for 15 minutes. Alternatively connect to a tech switch, log into local admin, open admin CMD and run gpupdate /force
Q: I am trying to reset my password but it keeps telling me to contact an administrator.
Cause: Most commonly this is a user who has either caused their Okta account to suspend due to incorrect password attempts, has been inactive for long enough to go suspended or rarely has a deactivated account.
Action: Incorrect attempts causing suspension will need Cybersecurity to reactivate the account via Slack. Inactive accounts are handled via the SmartSheet. Deactivated accounts need to submit a new application via Aims.edu.
Q: I broke my phone, got a new phone, or don’t have a replacement for now.
Cause: User is unable to authenticate into Okta due to the MFA requirement. Okta Verify is on a per-installation basis, and reinstalling the app or replacing the phone means it will need to be set up again.
Action: Depending on how long it will be before a replacement can be acquired, provide them with an MFA Bypass code for the day or have them stop by the Learning Commons or IT to pick up a hardware token, setup in the SmartSheet. If they have a replacement verify the user, reset two-factor authentication options, and inform them to log into aims.okta.com again to be prompted to set the phone up.
Q: I am a new employee and cannot get into my Workday to finish onboarding.
Cause: Temporary Workday account emails are sent out for users to finish their onboarding before the full account is created.
Action: This can be confirmed by the absence of an Okta account or one that has a status of “Staged”. Check Workday for a second profile for the user with a listed status of “Pre-Hire.” Send the ticket to ITAS as they are able to resend the Pre-Hire account emails.
Q: I can’t access my network drives.
Cause: User is either not on campus and therefore off domain and not on VPN, on campus WiFi without VPN on the High Risk section of the network, or rarely does not have the permissions for the drive.
Action: If off campus the user will need to connect their VPN to be able to reach our network drives. If on campus and still unable they can either lock the PC and wait ~5 mins for the validation to occur allowing them on Low Risk or connect to ethernet and restart or connect over VPN.
Note: The VPN portal is remote.aims.edu if the user does not have permissions to the drive or VPN create a ticket with NiC for access, CC manager for VPN approval. ADUC will have the drives the user has access to listed under Member Of and drives will have their Data Custodian listed under the Notes section of the drive’s AD entry.
Q: My account is no longer accessible, how do I get my transcripts?
Cause: The user is trying to collect their transcripts however they do not have access to Okta any longer.
Action: The user would want to go to Aims Transcripts for instructions on setting up their Parchment account. If they need their A# or other attendance related information to finish registration, they would need to reach out to Records at 970-339-6404.
Q: When I log into Okta it tells me I have a VPN and can’t log in/Workday and D2L are locked
Cause: The user likely has a personal VPN such as Nord, or SurfShark, some anti virus have one as well such as McAfee and Norton.
Action: Have the user disable the VPN and reload aims.okta.com.
Q: I want to have this new software installed.
Cause: The user is trying to install software, our users do not have access to install applications outside of MSoft Store apps.
Action: Confirm the desired software is on the Product Catalogue and install via EPC or manually if needed and it is in the catalogue.
Note: If the software is not listed the user will need to put in a New Technology Discovery Form to have the software approved.
Q: I can’t delete icons on my desktop.
Cause: Users do not have admin permissions as such any Desktop shortcuts from the Public user folder can not be deleted by the user.
Action: If the user wishes to have these shortcuts removed sign into an admin account, go to the User folder, Public, Desktop and remove the requested items.
Q: I am unable to sign into Office.
Cause: This is typically caused by users trying to sign into Office using their first.last@aims.edu format of email, however the expected format is username@aims.edu
Action: Have the user sign into Word, Excel or PowerPoint using their username@aims.edu format, this will open a login page akin to aims.okta.com and they will sign in using their username and password then verification to finish signing into Office.
Q: My account keeps locking/on Windows log-in.
Cause: The user likely has a device with out of date credentials for Aims Secure, devices will periodically attempt to connect sometimes rapidly causing it to submit the old information and lock the account out.
Action: Have the user remove the network on the offending device and re-add it with the updated information.
Note: ClearPass can be used to narrow down what device it may be
Q: I need to access Student Lingo but I’m not a student yet.
Cause: Students that were on probation need to file a student aid Appeal through Student Lingo, but applied students do not have access yet.
Action: Transfer them or have them reach out to Financial Aid to be added to the Okta Group for Student Lingo.
Note: Not all in financial aid are aware of this process. You may need to be assertive. financial.aid@aims.edu 970-339-6548
Q: How do I add money to my printing account?
Cause: User has run out of funds in their PaperCut account.
Action: Collect the required information and get a ticket over to IT Desktop Engineering