Working Remotely

Instructions on how to forward phone calls from a Cisco phone.

Issue/Question

How do I forward calls from my Cisco office phone to another number?

Environment

• Cisco Phones

Resolution

 Note: You cannot forward your campus phone to a long distance number for off-campus forwarding.

Method 1

1. Press the Forward All softkey.
    Note: This option is usually at the bottom of the screen, the third button from the left. You only see this option if you are not actively talking on the phone.
   Note: Calls that are missed while the extension is being forwarded to a cell phone can be found on the cell phone's voicemail box instead of the WKU voicemail box.
2. Dial the phone number, select from Call history, or press the Messages button to forward to voicemail.
3. The phone will confirm all calls are now being forwarded.

Method 2

1. Navigate to https://cvp.wku.edu.
2. Login using your NetID and password.
3. Click the phone you wish to setup forward on.
4. Click Forwarding.
5. Click Click to Show Fields (1).
6. Type the phone number you wish to forward calls to. If you wish to forward to voicemail, you may click the box below Forward Calls Directly to Voicemail.
7. You will receive an email confirming all calls are now being forwarded.

Last Modified: 03-09-2023 08:52AM

Instructions for enabling Cisco Jabber calling from your device.

Issue/Question

How do I enable phone services on Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

You will first need to request that phone service be enabled on the device of your choice. Contact the ITS Service Desk or submit a service catalog request. Once the request has been completed, proceed to the below instructions.

1. Install Cisco Jabber. Please follow the Installing Cisco Jabber article for instructions on how to install Cisco Jabber.
2. Log into Cisco Jabber. Please follow the Logging into Cisco Jabber article for instructions on how to log into Cisco Jabber.
3. Once logged in, if you do not see options to make a call, a configuration refresh may be necessary. Please follow the Requesting a Configuration Refresh article on how to perform a configuration refresh.

Last Modified: 03-09-2023 08:52AM

Instructions for installing Cisco Jabber.

Issue/Question

How do I install Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

Windows

1. Click here to download the installer file.
   Note: You may need to unzip the downloaded file before you can install. 
2. Run CiscoJabberSetup.msi.
3. Follow the on-screen prompts the installer provides.

macOS

Android

1. Search for Cisco Jabber on the Google Play Store or click here.
2. Tap Install.

iOS

1. Search Cisco Jabber on the App Store or click here.
2. Tap Get.
3. Complete FaceID or TouchID authentication if prompted.

Last Modified: 03-09-2023 08:53AM

Instructions for logging into Cisco Jabber.

Issue/Question

How do I log in to Cisco Jabber?

Environment

• Windows
• MacOS
• Android
• iOS

Resolution

1. Open Cisco Jabber.
2. For the username, enter your NetID@wku.edu (i.e. bgr12345@wku.edu).
   Note: Some Windows machines may automatically populate this field with your username. Proceed to the next step if this occurs.
3. When prompted, enter your NetID password.

Last Modified: 03-09-2023 08:54AM

Instructions for temporarily disabling phone service for Cisco Jabber on Desktop.

Issue/Question

I do not want to receive calls to my device. How do I disable phone service on Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

Desktop/Laptop

1. Open the Cisco Jabber client.
2. Log in if you are not already.
3. Click on the Contacts tab on the left side of the application.
4. At the bottom of the contact pane, click the green Call Settings icon.
5. Under Device for Calls, change Use my Computer to Disable Phone Services.

Android/iOS

1. Open the Cisco Jabber app.
2. In the top-left corner, tap your initials.
3. Tap on Phone Services.
4. Next to Phone Service Account, tap the slider to turn off phone services.

Last Modified: 03-09-2023 08:53AM

Information about troubleshooting call notifications on Cisco Jabber.

Issue/Question

Phone Services have been enabled on my desktop/laptop, but I do not receive notifications when I receive a call.

Environment

• Windows
• macOS

Resolution

There are multiple reasons that call notifications may not show up. Please use the below information to troubleshoot the issue.

Do Not Disturb

1. Click your initials in the top left of Cisco Jabber.
2. Tap your name.
3. Ensure your status is not set to Do Not Disturb.

Notification Settings

1. Click your initials in the top left of Cisco Jabber.
2. Click Settings.
3. Click Notifications.
4. Ensure All Incoming Calls is checked.

If issues persist, please contact the ITS Service Desk or submit an online service request.

Last Modified: 03-09-2023 08:57AM

Instructions for logging in to Faculty and Staff Email account through Outlook Web Access.

Issue/Question

How do I log in to my Faculty/Staff (Exchange) email account?

Resolution

1. Navigate to Outlook.com.
2. Click Sign in. 
3. Enter your full WKU email address. 
4. Click Next. 
5. Enter your NetID password. 
6. Click Sign in. 
7. Authenticate with Duo or Microsoft MFA, if prompted. 

Last Modified: 03-09-2023 09:05AM

Instructions for downloading Zoom on desktop or mobile.

Issue/Question

How do I install the Zoom application for mobile or desktop environments?

Environment

• Windows
• Mac
• iOS
• Android

Resolution

On PC/Mac

1. Go to https://zoom.us/download.
2. From the Download Center, click on the Download button under Zoom Client For Meetings.
3. Choose a location to save the installer to and then click Save.
4. After the download has completed open the downloaded file and follow the prompts to install Zoom.
5. The program should start automatically after installation. If it does not you should be able to locate Zoom in the start menu (on Windows) or Finder (on Mac). 

On iOS/Android

1. Open the App Store (on iOS) or the Play Store (on Android) and search for Zoom.
2. The first result should be Zoom Cloud Meetings.
3. Select that application and tap on install.

Last Modified: 03-09-2023 09:04AM

Instructions for joining a Zoom meeting with either a Meeting ID or a hyperlink from the Host.

Issue/Question

How do I join a Zoom meeting?

Environment

• Zoom

Resolution

To join a Zoom meeting, you will need either a hyperlink from the Host or a Meeting ID#.

If you receive a Meeting ID #:

1. Browse to wku.zoom.us
2. Click Join.
3. Type in the Meeting ID #.
4. Click Join.

If you receive a Meeting Hyperlink:

1. Highlight the hyperlink and copy the link.
2. Open a browser window, such as Google Chrome.
3. Paste the hyperlink in the address bar.

Starting Application

If you have previously used Zoom on your device,

• On a Mac, the prompt Do you want to allow this page to open Zoom.us?  Click Allow.
• On a PC, click Open Link on the Launch application box to open Zoom Meetings.

If this is the first time you have joined a Zoomed meeting on the device,

• You will be prompted to download the Zoom application. Follow the directions on the screen.

Last Modified: 03-09-2023 09:02AM

Instructions for creating a new Zoom account or signing into a Zoom account licensed by WKU.

Issue/Question

How do I create / sign into a Zoom account created by WKU that allows for meetings longer than 40 minutes? 

Environment

• Zoom

Resolution

Logging into the Zoom Desktop Client

1. Open the Zoom application on your computer. 
2. Choose Sign in with SSO. 
   Note: If Zoom opens up and is already signed in, ensure that you sign out first by clicking your profile icon in the upper-right corner. 
3. Type WKU for the company domain.
4. Click Continue. 
5. Sign in using your NetID and password. 
6. You may be asked to allow Zoom to open. Allow this prompt in order to sign into your WKU licensed Zoom account. 

Logging into Zoom from a Web Browser

1. Browse to wku.zoom.us.
2. Click the Sign in button to configure your account
3. On the Single Sign-On page, enter your NetID & Password
4. Click Sign In.
5. Your account is now created. You can join, schedule, and host meetings.

Last Modified: 08-17-2023 08:10AM

Information for WKU Faculty/Staff/Students on how to send secure and/or large files over the internet.

Issue/Question

How can I send large / secure files?

Environment

• WKU Faculty/Staff/Students

Cause

WKU ITS does not recommend sending any sensitive or overly large files via email, and provides a send files securely facility. Email is a very convenient way to send information over the internet, but it is not very secure. Servers that handle email don't always use encryption and can store data and attached files for a very long time with little oversight to the safety of their contents. By using the WKU Secure Share application, you ensure that the files are only stored until the recipient retrieves it. The application can also be used to send files that are too large for email to handle. The files are stored securely for 5 days until they are automatically purged and no longer accessible. 

Resolution

Sending a Message

1. Go here.
2. Enter your NetID and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Browse for the file(s) you want to send by clicking the Add Files... button. 
   Note: The following filetypes are not allowed to be sent: exe, vbs, pif, scr, bat, cmd, com, cpl.
4. Enter the address(s) you want to send to.
   Note: There can be multiple email address in the Send to: line. Separate the addresses with a comma followed by a space. All emails included will be visible to all recipients unless you select to email using the add bcc button.
5. Enter Subject.
6. Enter Message.
7. Check the box to send a copy to yourself if you would like to receive a copy of the message. 
8. Click Send. 

Recovering Storage Space

1. Go here.
2. Enter your NetID and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Click Secure Messages  at the top of the page. 
4. Select Sent. 
5. Find the message with the attachment you wish to delete. 
6. Click the downward chevron  in the action column. 
   Note: You may have to scroll down with the mouse or use the keyboard arrows to display all options under the action column after clicking the chevron. 
7. Select Delete Attachments.
   Note: The attachments will be deleted and the recipient will no longer be able to download them. There is no way to undo this action. If the files will need to be sent again, a new message will have to be composed and sent to the recipient. 

Last Modified: 03-09-2023 09:01AM

Information about getting help with your personal home network.

Issue/Question

Does WKU provide support to home networks for Students/Alumni or Faculty/Staff/Retirees?

Resolution

WKU IT does not provide support of home networks. You will have to contact the Internet Service Provider to which you are subscribed.

Last Modified: 03-09-2023 09:00AM

Information about cellular tethering / hotspots.

Issue/Question

How do I use my cell phone as a cellular hotspot?

Resolution

Last Modified: 03-09-2023 09:05AM

Information for Faculty/Staff/Students about installing Microsoft 365 on a personal computer.

Issue/Question

Does WKU offer Microsoft 365 for Faculty/Staff/Students?

Environment

• Faculty/Staff/Students
  • Personal Device
    • Microsoft 365

Resolution

WKU Faculty, Staff, and Students can download and install Microsoft 365 Pro Plus free of charge and may install the software on up to five devices/computers. Microsoft 365 is provided through WKU's enterprise licensing agreement with Microsoft. Based on Microsoft’s licensing requirements, it is not offered to past students who have graduated or leave WKU. Microsoft 365 Pro Plus offers you the most recent version of the Microsoft Office Suite.

Microsoft 365 Pro Plus includes the following list of applications: Word, Excel, PowerPoint, Outlook, OneNote, Access, and Publisher.

 Note: OneNote, Access, and Publisher are available for Windows computers only. The software may be installed on up to 5 devices/computers. These are full desktop applications, not web or cloud apps.

If you need additional assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 09-14-2023 11:27AM

Instructions for installing OneDrive and setting up OneDrive to sync files.

Issue/Question

How do I install Microsoft OneDrive?

Environment

• OneDrive

Resolution

Installing OneDrive on Windows

1. Navigate to this web page. 
2. Click Download. 
3. Open the downloaded installer file. 
4. Complete the steps in the installer.
5. Open OneDrive by clicking the Windows  button and selecting OneDrive from your applications list.
6. If you are presented with a Set up OneDrive screen, please go to step 7. If not, check the system tray in the bottom-right for the OneDrive icon and click it and select Sign in. 
7. Sign in using your WKU email address.
8. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
9. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to reset Duo or activate Duo, please see this page. 
   Note: If you need to reset or activate Microsoft Multi-Factor authentication for student email accounts, please contact the ITS Service Desk.
10. Select the location where you wish to have your OneDrive folder on your computer. You may keep the default location unless you would like to have the folder placed elsewhere specifically. 
    Note: Make note of where this folder is on your computer. Files will only be uploaded to your OneDrive account if they are saved in this folder. 
11. Complete the tutorial and guide as it pops up. 
12. The OneDrive folder is now available and you may store your files there to be accessed anywhere you log into OneDrive.
    Note: Please note that your computer must be connected to the Internet in order for the folder to sync properly. 

Installing OneDrive on macOS

1. Navigate to this web page. 
2. Click Download. 
3. Open the downloaded installer file. 
4. Complete the steps in the installer.
5. Sign in using your WKU email address.
6. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
7. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to reset Duo or activate Duo, please see this page. 
   Note: If you need to reset or activate Microsoft Multi-Factor authentication for student email accounts, please contact the ITS Service Desk.
8. Select the location where you wish to have your OneDrive folder on your computer. You may keep the default location unless you would like to have the folder placed elsewhere specifically. 
   Note: Make note of where this folder is on your computer. Files will only be uploaded to your OneDrive account if they are saved in this folder. 
9. Complete the tutorial and guide as it pops up. 
10. The OneDrive folder is now available and you may store your files there to be accessed anywhere you log into OneDrive.
    Note: Please note that your computer must be connected to the Internet in order for the folder to sync properly. 

Last Modified: 03-09-2023 09:02AM

Instructions for logging into Microsoft OneDrive with a WKU Exchange account.

Issue/Question

How do I access / log into Microsoft OneDrive?

Environment

• OneDrive

Resolution

1. Navigate to Office.com.
2. Click Sign In. 
3. Sign in using your WKU email address.
4. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
5. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to reset Duo or activate Duo, please see this page. 
   Note: If you need to reset or activate Microsoft Multi-Factor authentication for student email accounts, please contact the ITS Service Desk.
6. Click the app menu  in the upper-left corner. 
7. Select OneDrive.
8. You may now upload and download files from your OneDrive as needed.

Last Modified: 03-09-2023 08:59AM

Instructions for uploading and sharing Office files in OneDrive. For all supported operating systems and Office versions.

Issue/Question

How do I share Word documents, Excel spreadsheets, PowerPoint presentations, and other Office files in OneDrive?

Environment

• Windows
• macOS
• Office 2019
• Office 2021
• Microsoft 365

Resolution

1. Create or edit your file as normal.
2. When ready, click  Share in the top-right corner of the file’s window.
3. Name the document, if it has not been saved already.
4. In the Place field, ensure OneDrive - Western Kentucky University is specified.
5. If the file is new, click Save. If the file was already on your computer, click Upload.
   Note: If the file was on your computer, there will be a choice beside the Upload button that lets you specify if the file should be Moved or Copied. Selecting Moved is recommended, to allow OneDrive to manage different versions and revisions.

Last Modified: 09-20-2023 13:36PM

Instructions for mapping to the Shared (S:) and Personal (P:) Active Directory drives on a Mac.

Issue/Question

How do I access WKU's network drives on my Mac?

Environment

• macOS

Resolution

Method 1: Clickable Shortcuts

1. Download the AD Shortcuts for Mac zip file.
2. Unzip the file, if it did not unzip automatically.
3. Move the folder AD Shortcuts for Mac to a desired location, e.g. Desktop or Documents.
4. If desired, drag the folder to your dock.
5. Open the folder.
6. Select the drive you want to access.
7. You may be prompted to confirm that you want to connect to a server. Click Connect.
8. You may be prompted for a name and password. Enter your NetID and password and click Connect.

Method 2: Manual Mount

Optional: Mount Drives at Login

Last Modified: 03-09-2023 08:57AM

Instructions for mapping network drives on a Windows computer.

Issue/Question

How do I map the network drives on my computer?

Environment

• Windows

Resolution

Method 1: Automatic Mount

1. Download the WKU Fix P and S Drives batch file.
2. Open the file.
3. It will open in Command Prompt and will remind you to connect to the VPN if you are off campus.
4. Enter your NetID.
5. You will be prompted to save and close any documents that may be stored on the network drives.
6. When ready, press Enter.
7. The drives will automatically reconnect.
8. If any issues are encountered, or if you need access to the Secure (U:) drive, continue to Method 2 below.

Method 2: Manual Mount

Shared Drive (S:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Windows 10: Click the Computer tab.
   Windows 11: Click (See more).
6. Click Map network drive.
7. Select S: drive.
8. Enter \\fscluster2.ad.wku.edu\shared
9. Click Finish.

Secure Drive (U:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Windows 10: Click the Computer tab.
   Windows 11: Click (See more).
6. Click Map network drive.
7. Select U: drive.
8. Enter \\fscluster2.ad.wku.edu\secure
9. Click Finish.

Personal Drive (P:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Windows 10: Click the Computer tab.
   Windows 11: Click (See more).
6. Click Map network drive.
7. Select P: drive.
8. Enter \\fscluster1.ad.wku.edu\personal\NetID
9. Replace NetID with your own NetID.
10. Click Finish.

Last Modified: 06-23-2023 15:20PM

Instructions for setting up Cisco AnyConnect VPN in macOS.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• macOS
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

Please contact the ITS Service Desk or submit a service request if you have any questions.

Last Modified: 09-20-2023 11:03AM

Instructions for setting up Cisco AnyConnect VPN in Windows.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• Windows
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go here from the computer on which you will use Cisco VPN.
2. For Windows, click Download.
3. Save the file.
4. Open the file.
5. Click Next.
6. Select I accept and click Next.
7. Click Install.
8. After installed, click Finish.
9. Open the Cisco AnyConnect Secure Mobility Client.
10. In the box type: wkuvpn.wku.edu
11. Click Connect.
12. Fill in this information in the corresponding fields:
    • Username: Your NetID
    • Password: Your NetID password
    • Second Password: From your Duo Mobile App, tap your WKU account and type in the numbered code.
      Note: Your Duo Code may have a space between the numbers. Do not include this space when entering it. There are several ways to authenticate in the "Second Password" field. If you prefer to use Duo Push notification, you may enter in Push for the second password. Alternatively, you may enter SMS for to receive a series of login codes via text message or you may use Phone to authenticate via phone call.  
13. Click OK.
14. You should now be connected to the Cisco VPN and have the Cisco AnyConnect icon in your system tray.
15. Once you have connected to the Cisco VPN you may use WKU services in the same way you would as if you were on campus. Should you need to connect the the network drives (S:\, P:\ or U:\) please see this article. 

Please contact the ITS Service Desk or submit a service request if you have any questions.

Last Modified: 09-20-2023 11:02AM

Instructions for setting up the Cisco VPN on an Android device.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• Android Device
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go to the Play Store.
2. Search Cisco AnyConnect.
3. Tap AnyConnect by Cisco Systems, Inc.
4. Tap Install.
5. Tap Accept.
6. Open Cisco AnyConnect app.
7. Tap OK when asked to agree.
8. Tap Connection.
9. Tap Add VPN Connection....
10. Type in the following information:
    • Description:  VPN
    • Server address: wkuvpn.wku.edu
11. Tap Done.
12. Follow these instructions on how to use the Cisco AnyConnect VPN.

Please contact the ITS Service Desk or submit an online request if you have any questions.

Last Modified: 09-20-2023 11:06AM

Instructions for setting up the Cisco VPN on an iOS device.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• iOS Device
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go to the App Store.
2. Search Cisco AnyConnect.
3. Download the app.
4. Open Cisco AnyConnect app.
5. Tap OK when asked if you want to enable the software.
6. Tap Connections.
7. Choose Add VPN Connection....
8. Type in the following information:
   • Description:  VPN
   • Server address: wkuvpn.wku.edu
9. Tap Save.
10. Follow these instructions on how to use the Cisco AnyConnect VPN.

Please contact the ITS Service Desk or submit an online request if you have any questions.

Last Modified: 09-20-2023 11:09AM

Instructions on accessing MediaSite from Blackboard.

Issue/Question

How do I access Mediasite from within Blackboard?

Resolution

 Note: To record/edit videos, make sure the Mediasite Desktop Recorder is installed.

Method 1

1. Go to the Mediasite portal.
2. Log in using your NetID and password.
   Note: The first time you login you will need to register your Desktop Recorder. Please read this article on how to register.
3. Ensure you meet the Mediasite viewing requirements.

Method 2

1. Log into Blackboard.
2. Navigate to the course site.
3. Click Course Tools.
4. Click My Mediasite.
5. Ensure you meet the Mediasite viewing requirements.

Last Modified: 03-09-2023 09:01AM

Instructions for accessing Personal and Shared network drives via MyStuff.

Issue/Question

How do I access my Personal (P:) and Shared (S:) drives off campus?

Environment

• MyStuff

Resolution

You can access the Personal and Shared drives from http://mystuff.wku.edu. After entering your NetID and password, you will be prompted to enter your last name, the last four digits of your Social Security Number, and your Birth Date.

From the folders on the left side, you will have access to a MyStuff folder, which is your Personal (P:) Drive, and a Shared Stuff folder, which is your Shared (S:) Drive and contains any shared drives you have access to, including departmental drives and University Wide Shared.

Note: You can only access the Secure (U:) Drive on campus or by signing into the WKU VPN. 

Last Modified: 03-09-2023 08:56AM

Instructions on how to forward phone calls from a Cisco phone.

Issue/Question

How do I forward calls from my Cisco office phone to another number?

Environment

• Cisco Phones

Resolution

 Note: You cannot forward your campus phone to a long distance number for off-campus forwarding.

Method 1

1. Press the Forward All softkey.
    Note: This option is usually at the bottom of the screen, the third button from the left. You only see this option if you are not actively talking on the phone.
   Note: Calls that are missed while the extension is being forwarded to a cell phone can be found on the cell phone's voicemail box instead of the WKU voicemail box.
2. Dial the phone number, select from Call history, or press the Messages button to forward to voicemail.
3. The phone will confirm all calls are now being forwarded.

Method 2

1. Navigate to https://cvp.wku.edu.
2. Login using your NetID and password.
3. Click the phone you wish to setup forward on.
4. Click Forwarding.
5. Click Click to Show Fields (1).
6. Type the phone number you wish to forward calls to. If you wish to forward to voicemail, you may click the box below Forward Calls Directly to Voicemail.
7. You will receive an email confirming all calls are now being forwarded.

Last Modified: 03-09-2023 08:52AM

Instructions for enabling Cisco Jabber calling from your device.

Issue/Question

How do I enable phone services on Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

You will first need to request that phone service be enabled on the device of your choice. Contact the ITS Service Desk or submit a service catalog request. Once the request has been completed, proceed to the below instructions.

1. Install Cisco Jabber. Please follow the Installing Cisco Jabber article for instructions on how to install Cisco Jabber.
2. Log into Cisco Jabber. Please follow the Logging into Cisco Jabber article for instructions on how to log into Cisco Jabber.
3. Once logged in, if you do not see options to make a call, a configuration refresh may be necessary. Please follow the Requesting a Configuration Refresh article on how to perform a configuration refresh.

Last Modified: 03-09-2023 08:52AM

Instructions for installing Cisco Jabber.

Issue/Question

How do I install Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

Windows

1. Click here to download the installer file.
   Note: You may need to unzip the downloaded file before you can install. 
2. Run CiscoJabberSetup.msi.
3. Follow the on-screen prompts the installer provides.

macOS

Android

1. Search for Cisco Jabber on the Google Play Store or click here.
2. Tap Install.

iOS

1. Search Cisco Jabber on the App Store or click here.
2. Tap Get.
3. Complete FaceID or TouchID authentication if prompted.

Last Modified: 03-09-2023 08:53AM

Instructions for logging into Cisco Jabber.

Issue/Question

How do I log in to Cisco Jabber?

Environment

• Windows
• MacOS
• Android
• iOS

Resolution

1. Open Cisco Jabber.
2. For the username, enter your NetID@wku.edu (i.e. bgr12345@wku.edu).
   Note: Some Windows machines may automatically populate this field with your username. Proceed to the next step if this occurs.
3. When prompted, enter your NetID password.

Last Modified: 03-09-2023 08:54AM

Instructions for temporarily disabling phone service for Cisco Jabber on Desktop.

Issue/Question

I do not want to receive calls to my device. How do I disable phone service on Cisco Jabber?

Environment

• Windows
• macOS
• Android
• iOS

Resolution

Desktop/Laptop

1. Open the Cisco Jabber client.
2. Log in if you are not already.
3. Click on the Contacts tab on the left side of the application.
4. At the bottom of the contact pane, click the green Call Settings icon.
5. Under Device for Calls, change Use my Computer to Disable Phone Services.

Android/iOS

1. Open the Cisco Jabber app.
2. In the top-left corner, tap your initials.
3. Tap on Phone Services.
4. Next to Phone Service Account, tap the slider to turn off phone services.

Last Modified: 03-09-2023 08:53AM

Information about troubleshooting call notifications on Cisco Jabber.

Issue/Question

Phone Services have been enabled on my desktop/laptop, but I do not receive notifications when I receive a call.

Environment

• Windows
• macOS

Resolution

There are multiple reasons that call notifications may not show up. Please use the below information to troubleshoot the issue.

Do Not Disturb

1. Click your initials in the top left of Cisco Jabber.
2. Tap your name.
3. Ensure your status is not set to Do Not Disturb.

Notification Settings

1. Click your initials in the top left of Cisco Jabber.
2. Click Settings.
3. Click Notifications.
4. Ensure All Incoming Calls is checked.

If issues persist, please contact the ITS Service Desk or submit an online service request.

Last Modified: 03-09-2023 08:57AM

Instructions for logging in to Faculty and Staff Email account through Outlook Web Access.

Issue/Question

How do I log in to my Faculty/Staff (Exchange) email account?

Resolution

1. Navigate to Outlook.com.
2. Click Sign in. 
3. Enter your full WKU email address. 
4. Click Next. 
5. Enter your NetID password. 
6. Click Sign in. 
7. Authenticate with Duo or Microsoft MFA, if prompted. 

Last Modified: 03-09-2023 09:05AM

Instructions for downloading Zoom on desktop or mobile.

Issue/Question

How do I install the Zoom application for mobile or desktop environments?

Environment

• Windows
• Mac
• iOS
• Android

Resolution

On PC/Mac

1. Go to https://zoom.us/download.
2. From the Download Center, click on the Download button under Zoom Client For Meetings.
3. Choose a location to save the installer to and then click Save.
4. After the download has completed open the downloaded file and follow the prompts to install Zoom.
5. The program should start automatically after installation. If it does not you should be able to locate Zoom in the start menu (on Windows) or Finder (on Mac). 

On iOS/Android

1. Open the App Store (on iOS) or the Play Store (on Android) and search for Zoom.
2. The first result should be Zoom Cloud Meetings.
3. Select that application and tap on install.

Last Modified: 03-09-2023 09:04AM

Instructions for joining a Zoom meeting with either a Meeting ID or a hyperlink from the Host.

Issue/Question

How do I join a Zoom meeting?

Environment

• Zoom

Resolution

To join a Zoom meeting, you will need either a hyperlink from the Host or a Meeting ID#.

If you receive a Meeting ID #:

1. Browse to wku.zoom.us
2. Click Join.
3. Type in the Meeting ID #.
4. Click Join.

If you receive a Meeting Hyperlink:

1. Highlight the hyperlink and copy the link.
2. Open a browser window, such as Google Chrome.
3. Paste the hyperlink in the address bar.

Starting Application

If you have previously used Zoom on your device,

• On a Mac, the prompt Do you want to allow this page to open Zoom.us?  Click Allow.
• On a PC, click Open Link on the Launch application box to open Zoom Meetings.

If this is the first time you have joined a Zoomed meeting on the device,

• You will be prompted to download the Zoom application. Follow the directions on the screen.

Last Modified: 03-09-2023 09:02AM

Instructions for creating a new Zoom account or signing into a Zoom account licensed by WKU.

Issue/Question

How do I create / sign into a Zoom account created by WKU that allows for meetings longer than 40 minutes? 

Environment

• Zoom

Resolution

Logging into the Zoom Desktop Client

1. Open the Zoom application on your computer. 
2. Choose Sign in with SSO. 
   Note: If Zoom opens up and is already signed in, ensure that you sign out first by clicking your profile icon in the upper-right corner. 
3. Type WKU for the company domain.
4. Click Continue. 
5. Sign in using your NetID and password. 
6. You may be asked to allow Zoom to open. Allow this prompt in order to sign into your WKU licensed Zoom account. 

Logging into Zoom from a Web Browser

1. Browse to wku.zoom.us.
2. Click the Sign in button to configure your account
3. On the Single Sign-On page, enter your NetID & Password
4. Click Sign In.
5. Your account is now created. You can join, schedule, and host meetings.

Last Modified: 08-17-2023 08:10AM

Information for WKU Faculty/Staff/Students on how to send secure and/or large files over the internet.

Issue/Question

How can I send large / secure files?

Environment

• WKU Faculty/Staff/Students

Cause

WKU ITS does not recommend sending any sensitive or overly large files via email, and provides a send files securely facility. Email is a very convenient way to send information over the internet, but it is not very secure. Servers that handle email don't always use encryption and can store data and attached files for a very long time with little oversight to the safety of their contents. By using the WKU Secure Share application, you ensure that the files are only stored until the recipient retrieves it. The application can also be used to send files that are too large for email to handle. The files are stored securely for 5 days until they are automatically purged and no longer accessible. 

Resolution

Sending a Message

1. Go here.
2. Enter your NetID and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Browse for the file(s) you want to send by clicking the Add Files... button. 
   Note: The following filetypes are not allowed to be sent: exe, vbs, pif, scr, bat, cmd, com, cpl.
4. Enter the address(s) you want to send to.
   Note: There can be multiple email address in the Send to: line. Separate the addresses with a comma followed by a space. All emails included will be visible to all recipients unless you select to email using the add bcc button.
5. Enter Subject.
6. Enter Message.
7. Check the box to send a copy to yourself if you would like to receive a copy of the message. 
8. Click Send. 

Recovering Storage Space

1. Go here.
2. Enter your NetID and Password.
   Note: You will have to approve your login via a multi-factor option. If you do not have a multi-factor application installed or configured on your smartphone you will be asked to complete that process at this time before being able to continue forward. 
3. Click Secure Messages  at the top of the page. 
4. Select Sent. 
5. Find the message with the attachment you wish to delete. 
6. Click the downward chevron  in the action column. 
   Note: You may have to scroll down with the mouse or use the keyboard arrows to display all options under the action column after clicking the chevron. 
7. Select Delete Attachments.
   Note: The attachments will be deleted and the recipient will no longer be able to download them. There is no way to undo this action. If the files will need to be sent again, a new message will have to be composed and sent to the recipient. 

Last Modified: 03-09-2023 09:01AM

Information about getting help with your personal home network.

Issue/Question

Does WKU provide support to home networks for Students/Alumni or Faculty/Staff/Retirees?

Resolution

WKU IT does not provide support of home networks. You will have to contact the Internet Service Provider to which you are subscribed.

Last Modified: 03-09-2023 09:00AM

Information about cellular tethering / hotspots.

Issue/Question

How do I use my cell phone as a cellular hotspot?

Resolution

Last Modified: 03-09-2023 09:05AM

Information for Faculty/Staff/Students about installing Microsoft 365 on a personal computer.

Issue/Question

Does WKU offer Microsoft 365 for Faculty/Staff/Students?

Environment

• Faculty/Staff/Students
  • Personal Device
    • Microsoft 365

Resolution

WKU Faculty, Staff, and Students can download and install Microsoft 365 Pro Plus free of charge and may install the software on up to five devices/computers. Microsoft 365 is provided through WKU's enterprise licensing agreement with Microsoft. Based on Microsoft’s licensing requirements, it is not offered to past students who have graduated or leave WKU. Microsoft 365 Pro Plus offers you the most recent version of the Microsoft Office Suite.

Microsoft 365 Pro Plus includes the following list of applications: Word, Excel, PowerPoint, Outlook, OneNote, Access, and Publisher.

 Note: OneNote, Access, and Publisher are available for Windows computers only. The software may be installed on up to 5 devices/computers. These are full desktop applications, not web or cloud apps.

If you need additional assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 09-14-2023 11:27AM

Instructions for installing OneDrive and setting up OneDrive to sync files.

Issue/Question

How do I install Microsoft OneDrive?

Environment

• OneDrive

Resolution

Installing OneDrive on Windows

1. Navigate to this web page. 
2. Click Download. 
3. Open the downloaded installer file. 
4. Complete the steps in the installer.
5. Open OneDrive by clicking the Windows  button and selecting OneDrive from your applications list.
6. If you are presented with a Set up OneDrive screen, please go to step 7. If not, check the system tray in the bottom-right for the OneDrive icon and click it and select Sign in. 
7. Sign in using your WKU email address.
8. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
9. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to reset Duo or activate Duo, please see this page. 
   Note: If you need to reset or activate Microsoft Multi-Factor authentication for student email accounts, please contact the ITS Service Desk.
10. Select the location where you wish to have your OneDrive folder on your computer. You may keep the default location unless you would like to have the folder placed elsewhere specifically. 
    Note: Make note of where this folder is on your computer. Files will only be uploaded to your OneDrive account if they are saved in this folder. 
11. Complete the tutorial and guide as it pops up. 
12. The OneDrive folder is now available and you may store your files there to be accessed anywhere you log into OneDrive.
    Note: Please note that your computer must be connected to the Internet in order for the folder to sync properly. 

Installing OneDrive on macOS

1. Navigate to this web page. 
2. Click Download. 
3. Open the downloaded installer file. 
4. Complete the steps in the installer.
5. Sign in using your WKU email address.
6. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
7. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to reset Duo or activate Duo, please see this page. 
   Note: If you need to reset or activate Microsoft Multi-Factor authentication for student email accounts, please contact the ITS Service Desk.
8. Select the location where you wish to have your OneDrive folder on your computer. You may keep the default location unless you would like to have the folder placed elsewhere specifically. 
   Note: Make note of where this folder is on your computer. Files will only be uploaded to your OneDrive account if they are saved in this folder. 
9. Complete the tutorial and guide as it pops up. 
10. The OneDrive folder is now available and you may store your files there to be accessed anywhere you log into OneDrive.
    Note: Please note that your computer must be connected to the Internet in order for the folder to sync properly. 

Last Modified: 03-09-2023 09:02AM

Instructions for logging into Microsoft OneDrive with a WKU Exchange account.

Issue/Question

How do I access / log into Microsoft OneDrive?

Environment

• OneDrive

Resolution

1. Navigate to Office.com.
2. Click Sign In. 
3. Sign in using your WKU email address.
4. Enter your WKU email password. 
   Note: If you need to reset your password you will need to do so at the WKU Accounts page here.
5. Authenticate with multi-factor authentication, if prompted. 
   Note: If you need to reset Duo or activate Duo, please see this page. 
   Note: If you need to reset or activate Microsoft Multi-Factor authentication for student email accounts, please contact the ITS Service Desk.
6. Click the app menu  in the upper-left corner. 
7. Select OneDrive.
8. You may now upload and download files from your OneDrive as needed.

Last Modified: 03-09-2023 08:59AM

Instructions for uploading and sharing Office files in OneDrive. For all supported operating systems and Office versions.

Issue/Question

How do I share Word documents, Excel spreadsheets, PowerPoint presentations, and other Office files in OneDrive?

Environment

• Windows
• macOS
• Office 2019
• Office 2021
• Microsoft 365

Resolution

1. Create or edit your file as normal.
2. When ready, click  Share in the top-right corner of the file’s window.
3. Name the document, if it has not been saved already.
4. In the Place field, ensure OneDrive - Western Kentucky University is specified.
5. If the file is new, click Save. If the file was already on your computer, click Upload.
   Note: If the file was on your computer, there will be a choice beside the Upload button that lets you specify if the file should be Moved or Copied. Selecting Moved is recommended, to allow OneDrive to manage different versions and revisions.

Last Modified: 09-20-2023 13:36PM

Instructions for mapping to the Shared (S:) and Personal (P:) Active Directory drives on a Mac.

Issue/Question

How do I access WKU's network drives on my Mac?

Environment

• macOS

Resolution

Method 1: Clickable Shortcuts

1. Download the AD Shortcuts for Mac zip file.
2. Unzip the file, if it did not unzip automatically.
3. Move the folder AD Shortcuts for Mac to a desired location, e.g. Desktop or Documents.
4. If desired, drag the folder to your dock.
5. Open the folder.
6. Select the drive you want to access.
7. You may be prompted to confirm that you want to connect to a server. Click Connect.
8. You may be prompted for a name and password. Enter your NetID and password and click Connect.

Method 2: Manual Mount

Optional: Mount Drives at Login

Last Modified: 03-09-2023 08:57AM

Instructions for mapping network drives on a Windows computer.

Issue/Question

How do I map the network drives on my computer?

Environment

• Windows

Resolution

Method 1: Automatic Mount

1. Download the WKU Fix P and S Drives batch file.
2. Open the file.
3. It will open in Command Prompt and will remind you to connect to the VPN if you are off campus.
4. Enter your NetID.
5. You will be prompted to save and close any documents that may be stored on the network drives.
6. When ready, press Enter.
7. The drives will automatically reconnect.
8. If any issues are encountered, or if you need access to the Secure (U:) drive, continue to Method 2 below.

Method 2: Manual Mount

Shared Drive (S:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Windows 10: Click the Computer tab.
   Windows 11: Click (See more).
6. Click Map network drive.
7. Select S: drive.
8. Enter \\fscluster2.ad.wku.edu\shared
9. Click Finish.

Secure Drive (U:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Windows 10: Click the Computer tab.
   Windows 11: Click (See more).
6. Click Map network drive.
7. Select U: drive.
8. Enter \\fscluster2.ad.wku.edu\secure
9. Click Finish.

Personal Drive (P:)

1. Open the Windows  button in the lower left corner.
2. Type File Explorer. 
3. Press Enter. 
4. Click This PC in the left pane.
5. Windows 10: Click the Computer tab.
   Windows 11: Click (See more).
6. Click Map network drive.
7. Select P: drive.
8. Enter \\fscluster1.ad.wku.edu\personal\NetID
9. Replace NetID with your own NetID.
10. Click Finish.

Last Modified: 06-23-2023 15:20PM

Instructions for setting up Cisco AnyConnect VPN in macOS.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• macOS
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

Please contact the ITS Service Desk or submit a service request if you have any questions.

Last Modified: 09-20-2023 11:03AM

Instructions for setting up Cisco AnyConnect VPN in Windows.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• Windows
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go here from the computer on which you will use Cisco VPN.
2. For Windows, click Download.
3. Save the file.
4. Open the file.
5. Click Next.
6. Select I accept and click Next.
7. Click Install.
8. After installed, click Finish.
9. Open the Cisco AnyConnect Secure Mobility Client.
10. In the box type: wkuvpn.wku.edu
11. Click Connect.
12. Fill in this information in the corresponding fields:
    • Username: Your NetID
    • Password: Your NetID password
    • Second Password: From your Duo Mobile App, tap your WKU account and type in the numbered code.
      Note: Your Duo Code may have a space between the numbers. Do not include this space when entering it. There are several ways to authenticate in the "Second Password" field. If you prefer to use Duo Push notification, you may enter in Push for the second password. Alternatively, you may enter SMS for to receive a series of login codes via text message or you may use Phone to authenticate via phone call.  
13. Click OK.
14. You should now be connected to the Cisco VPN and have the Cisco AnyConnect icon in your system tray.
15. Once you have connected to the Cisco VPN you may use WKU services in the same way you would as if you were on campus. Should you need to connect the the network drives (S:\, P:\ or U:\) please see this article. 

Please contact the ITS Service Desk or submit a service request if you have any questions.

Last Modified: 09-20-2023 11:02AM

Instructions for setting up the Cisco VPN on an Android device.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• Android Device
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go to the Play Store.
2. Search Cisco AnyConnect.
3. Tap AnyConnect by Cisco Systems, Inc.
4. Tap Install.
5. Tap Accept.
6. Open Cisco AnyConnect app.
7. Tap OK when asked to agree.
8. Tap Connection.
9. Tap Add VPN Connection....
10. Type in the following information:
    • Description:  VPN
    • Server address: wkuvpn.wku.edu
11. Tap Done.
12. Follow these instructions on how to use the Cisco AnyConnect VPN.

Please contact the ITS Service Desk or submit an online request if you have any questions.

Last Modified: 09-20-2023 11:06AM

Instructions for setting up the Cisco VPN on an iOS device.

Issue/Question

How do I set up Cisco AnyConnect VPN?

Environment

• iOS Device
  • Cisco AnyConnect VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go to the App Store.
2. Search Cisco AnyConnect.
3. Download the app.
4. Open Cisco AnyConnect app.
5. Tap OK when asked if you want to enable the software.
6. Tap Connections.
7. Choose Add VPN Connection....
8. Type in the following information:
   • Description:  VPN
   • Server address: wkuvpn.wku.edu
9. Tap Save.
10. Follow these instructions on how to use the Cisco AnyConnect VPN.

Please contact the ITS Service Desk or submit an online request if you have any questions.

Last Modified: 09-20-2023 11:09AM

Instructions for accessing Personal and Shared network drives via MyStuff.

Issue/Question

How do I access my Personal (P:) and Shared (S:) drives off campus?

Environment

• MyStuff

Resolution

You can access the Personal and Shared drives from http://mystuff.wku.edu. After entering your NetID and password, you will be prompted to enter your last name, the last four digits of your Social Security Number, and your Birth Date.

From the folders on the left side, you will have access to a MyStuff folder, which is your Personal (P:) Drive, and a Shared Stuff folder, which is your Shared (S:) Drive and contains any shared drives you have access to, including departmental drives and University Wide Shared.

Note: You can only access the Secure (U:) Drive on campus or by signing into the WKU VPN. 

Last Modified: 03-09-2023 08:56AM