Troubleshoot

FDU-Secure uses current encryption standards to connect to the FDU wireless network via secure wireless traffic. This is an evolving technology and occasionally, one of the changes made by FDU IT requires us to issue a new certificate. When this occurs, you will need to accept the certificate using the process below.

Note

Your process may vary slightly based on the version of the Operating System that your device is using. Please contact the University Technical Assistance Center at (973)-443-8822 if you require further assistance.

How to Accept the New Certificate for FDU-Secure Wireless

Windows
  1. Login to your Windows 10 computer
  2. Go to the bottom right taskbar > Click on the “Networks” icon:
    • From the Networks list, select: “FDU-Secure
    • Click “Connect
  3. At the “Continue connection?” prompt, click “Connect
  1. Open your browser and test your Internet connection
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macOS
  1. Login to your Mac computer
  2. Go to top right menu bar > Click “Wi-Fi” icon:
    • From the Wi-Fi list, select: “FDU-Secure
    • Click “Join
  3. At the “Authenticating to network FDU-Secure” prompt, click “Continue
  1. Click “OK
  2. Open your browser and test your Internet connection
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iOS
  1. Login your iOS device (eg. iPhone)
  2. Go to your device’s Settings App > Select “Wi-Fi” > Select “FDU-Secure” > Click “Forget This Network
  3. Tap the “Back” button and select “Wi-Fi “once again to reload the available Wi-Fi networks:
    • From the Wi-Fi list, select: “FDU-Secure
    • Enter your complete FDU NetID as in the examples below: “username@fdu.edu, username@student.fdu.edu, username@alumni.fdu.edu”
    • Enter your FDU NetID Password
    • Click Join
  1. At the “Certificate” prompt, tap “Trust
  1. Open your browser and test your Internet connection
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Android
  1. Login to your Android Device
  2. Open the “Settings” Application > Select “Wi-Fi” > Select the Gear icon next to FDU-Secure
  1. Select “Forget This Network
  1. Select FDU-Secure from the Wi-Fi menu
  1. Select “EAP method” and select “PEAP” from the dropdown menu
  2. Enter your complete FDU NetID and password
  3. In the “CA Certificate” field, select “Use System Certificates
  4. In the Domain field, enter fdu.edu
  5. Enable “Auto Reconnect
  6. Tap “Connect
  1. Open your browser and test your Internet connection
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There are a few different ways to change your University NetID password. However, Computing Services strongly urges everyone to change their FDU NetID password while on campus, as it is the preferred method to do so.

If you are off-campus, please follow the designated Windows/macOS sections below “Changing a NetID Password while OFF-CAMPUS.”

If you do not have a university-owned Apple or Windows laptop/desktop and cannot use a University lab computer, please follow the procedures described in “Using identity.fdu.edu Web Portal to Change your NetID Password.”

Please click on one of the links below for instructions on how to change your FDU NetID password:

Windows:

Changing a NetID Password while ON CAMPUS (Preferred Method)

Note

You must already be logged into the machine when performing the password change process.

  1. On FDU issued laptops, desktops, and lab machines, the FDU NetID password can be changed by pressing the “Ctrl+Alt+Del” button combination on the keyboard from any screen and selecting “Change a Password
  1. Now enter the following:
    • Your old or current password
    • Type in a new password
    • Retype the new password to confirm
    • Press the “Right Arrow” button to continue

Tip

The newly created FDU NetID password must meet the complexity requirements.

Use 8 to 16 characters for your new password. Passwords must include all of the following 4 character types: Upper case letters, lower case letters, numbers, and special characters. Allowed special characters are: ! # $ @ _ + , ? [ ] . – ) ( ` ~ % ^ & * = { } | : ? , / and a dot. Please refrain from using portions of your name or email address within the password. Please refrain from using a password that you have already used.

  1. Once this has been done, you must lock and unlock the machine once to complete updating your password:
    • Press the “Ctrl+Alt+Del” keys combination again
    • Click “Lock
    • Then log back in with your new password
  1. Your FDU NetID password was changed successfully

Note

Your new password will need to be updated in all web browsers with saved passwords and email clients across all devices. Examples include faculty and staff e-mail accounts synched to their iPad, iPhone, and or Android device. FDU-Secure Wi-Fi network access is also attached to your FDU NetID username and password and will need to be updated on devices that use it.

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Changing a NetID Password while OFF-CAMPUS

Note

You must already be logged into the machine when performing the password change process.

  1. Launch the Cisco AnyConnect Secure Mobility Client VPN or “FDU VPN” software and connect to FDU’s VPN Service. If you need to install the “FDU VPN” or need instructions on how to launch the VPN Client, please follow the link below before proceeding:

Note

You will not be disconnected from FDU VPN after performing the password change.

  1. On FDU issued laptops, desktops, and lab machines, the password can be changed by pressing the “Ctrl+Alt+Del” button combination on the keyboard from any screen and selecting “Change a Password
  1. Now enter the following:
    • Your old or current password
    • Type in a new password
    • Retype the new password to confirm
    • Press the “Right Arrow” button to continue

Tip

The newly created FDU NetID password must meet the complexity requirements.

Use 8 to 16 characters for your new password. Passwords must include all of the following 4 character types: Upper case letters, lower case letters, numbers, and special characters. Allowed special characters are: ! # $ @ _ + , ? [ ] . – ) ( ` ~ % ^ & * = { } | : ? , / and a dot. Please refrain from using portions of your name or email address within the password. Please refrain from using a password that you have already used.

  1. Once this has been done, you must lock and unlock the machine once to complete updating your password:
    • Press the “Ctrl+Alt+Del” keys combination again
    • Click “Lock Computer
    • Then log back in with your new password
  1. Your FDU NetID password was changed successfully

Note

Your new password will need to be updated in all web browsers with saved passwords and email clients across all devices. Examples include faculty and staff e-mail accounts synched to their iPad, iPhone, and or Android device. FDU-Secure Wi-Fi network access is also attached to your FDU NetID username and password and will need to be updated on devices that use it.

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Using “identity.fdu.edu” Web Portal to Change your NetID Password

Adjunct professors, students, and anyone with a personal laptop/desktop/tablet device will use the FDU Identity Web Portal to change their NetID password.

If the user has an FDU issued or owned Microsoft Windows-based machine, they should always follow the procedures in Changing a NetID Password while ON CAMPUS (Preferred Method) or “Changing a NetID Password while OFF-CAMPUS.” Changing your FDU NetID password through the identity.fdu.edu Web Portal while having an FDU issued or owned Microsoft Windows-based machine could cause temporary account lockouts and should only be used as a last resort. If lockout issues occur, please open up a service request with UTAC at (973)-443-8822, and they will be dealt with promptly.

  1. Open a web browser (e.g., Google Chrome, Mozilla Firefox, Internet Explorer, Safari) and navigate to the following URL:
  1. Click on “Account Maintenance” on the top right hand of the web page
  1. You will be redirected to the FDU Single-Sign-On login page. Enter your FDU NetID email and password in the corresponding text boxes and click “Sign In.” Complete the FDU 2fa Duo push notification to proceed
  1. Under Sign-In and Security, select “Change My Password
    • Enter your current password
    • Enter a new password
    • Retype your new password to confirm
    • When finished, select “Change My Password

Tip

The newly created FDU NetID password must meet the complexity requirements.

Use 8 to 16 characters for your new password. Passwords must include all of the following 4 character types: Upper case letters, lower case letters, numbers, and special characters. Allowed special characters are: ! # $ @ _ + , ? [ ] . – ) ( ` ~ % ^ & * = { } | : ? , / and a dot. Please refrain from using portions of your name or email address within the password. Please refrain from using password that you have already used.

  1. Password successfully changed.” will be displayed if your FDU NetID password was successfully changed

Note

Your new password will need to be updated in all web browsers with saved passwords and email clients across all devices. Examples include faculty and staff e-mail accounts synched to their iPad, iPhone, and or Android device. FDU-Secure Wi-Fi network access is also attached to your FDU NetID username and password and will need to be updated on devices that use it.

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Sophos SafeGuard Prompts for Old Password

If you changed your FDU NetID password on an FDU owned machine with Sophos Encryption, you may receive a prompt requiring you to enter your “Old Windows Password.” Enter your old NetID password so that Sophos can be updated with your new NetID password. If you do not know your old NetID password or if the system does not accept your old NetID password, please call UTAC at (973)-443-8822 and open a service request.

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macOS:

Changing a NetID Password while ON CAMPUS (Preferred Method)

Note

You must already be logged into the machine when performing the password change process.

  1. Locate and then select the SSO extension “key” icon on the macOS menu bar
  1. Select Change Password…
  1. Enter your current FDU NetID password into the Old Password field
  1. Choose and then enter a new FDU NetID password into the New Password field

Tip

The newly created FDU NetID password must meet the complexity requirements.

Use 8 to 16 characters for your new password. Passwords must include all of the following 4 character types: Upper case letters, lower case letters, numbers, and special characters. Allowed special characters are: ! # $ @ _ + , ? [ ] . – ) ( ` ~ % ^ & * = { } | : ? , / and a dot. Please refrain from using portions of your name or email address within the password. Please refrain from using password that you have already used.

  1. Enter your new FDU NetID password again into the Verify Password field
  1. Select Change Password
  1. When your password change is successful, you will be prompted, “Password change successful.” Click OK to confirm

Note

Your new password will need to be updated in all web browsers with saved passwords and email clients across all devices. Examples include faculty and staff e-mail accounts synched to their iPad, iPhone, and or Android device. FDU-Secure Wi-Fi network access is also attached to your FDU NetID username and password and will need to be updated on devices that use it.

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Changing a NetID Password while OFF-CAMPUS

Note

You must already be logged into the machine when performing the password change process.

  1. Launch the Cisco AnyConnect Secure Mobility Client VPN or “FDU VPN” software and connect to FDU’s VPN Service. If you need to install the “FDU VPN” or need instructions on how to launch the VPN Client, please follow the link below before proceeding:
Cisco AnyConnect Secure Mobility Client

Note

You will not be disconnected from FDU VPN after performing the NetID password change.

  1. Locate and then select the SSO extension “key” icon on the macOS menu bar
  1. Select Change Password…
  1. Enter your current FDU NetID password into the Old Password field
  1. Choose and then enter a new FDU NetID password into the New Password field

Tip

The newly created FDU NetID password must meet the complexity requirements.

Use 8 to 16 characters for your new password. Passwords must include all of the following 4 character types: Upper case letters, lower case letters, numbers, and special characters. Allowed special characters are: ! # $ @ _ + , ? [ ] . – ) ( ` ~ % ^ & * = { } | : ? , / and a dot. Please refrain from using portions of your name or email address within the password. Please refrain from using password that you have already used.

  1. Enter your new FDU NetID password again into the Verify Password field
  1. Select Change Password
  1. When your password change is successful, you will be prompted, “Password change successful.” Click OK to confirm

Note

Your new password will need to be updated in all web browsers with saved passwords and email clients across all devices. Examples include faculty and staff e-mail accounts synched to their iPad, iPhone, and or Android device. FDU-Secure Wi-Fi network access is also attached to your FDU NetID username and password and will need to be updated on devices that use it.

close
Using “identity.fdu.edu” Web Portal to Change your FDU NetID Password

Adjunct professors, students, and anyone with a personal laptop/desktop/tablet device will use the FDU Identity Web Portal to change their NetID password.

If the user has an FDU issued or owned Apple macOS-based machine, they should always follow the procedures described in “Changing a NetID Password while ON CAMPUS” or “Changing a NetID Password while OFF-CAMPUS” under the designated macOS section.

Warning Warning

If you do not remember your old/previous FDU NetID password you will need to contact UTAC at 973-443-8822 to open a service request. A machine local password reset will need be performed with the user in person, before being able to access the macOS desktop again.

  1. Open a web browser (e.g., Google Chrome, Mozilla Firefox, Internet Explorer, Safari) and navigate to the following URL:
  1. Click on “Account Maintenance” on the top right hand of the web page
  1. You will be redirected to the FDU Single-Sign-On login page. Enter your FDU NetID email and password in the corresponding text boxes and click “Sign In.” Complete the FDU 2fa Duo push notification to proceed
  1. Under Sign-In and Security, select “Change My Password
    • Enter your current password
    • Enter a new password
    • Retype your new password to confirm
    • When finished, select “Change My Password

Tip

The newly created FDU NetID password must meet the complexity requirements.

Use 8 to 16 characters for your new password. Passwords must include all of the following 4 character types: Upper case letters, lower case letters, numbers, and special characters. Allowed special characters are: ! # $ @ _ + , ? [ ] . – ) ( ` ~ % ^ & * = { } | : ? , / and a dot. Please refrain from using portions of your name or email address within the password. Please refrain from using password that you have already used.

  1. Password successfully changed.” will be displayed if your NetID was successfully changed
  1. When the NetID password is changed through the FDU NetID Identity Web Portal, the user will first need to log in to the Apple device using their old/previous NetID password to reach their macOS desktop
  1. Click on the SSO extension “key” in the menu bar or respond to the SSO extension notification prompt. Enter your FDU NetID username and your new NetID password into the text fields and click Sign In
  1. Enter the new/current NetID password in the top field
  1. Enter the old NetID/Mac login password in the bottom field
  1. Click Sync Password to synchronize the passwords
  1. When your password change is successful, you will be prompted, “Password change successful.” Click OK

Note

Your new password will need to be updated in all web browsers with saved passwords and email clients across all devices. Examples include faculty and staff e-mail accounts synched to their iPad, iPhone, and or Android device. FDU-Secure Wi-Fi network access is also attached to your FDU NetID username and password and will need to be updated on devices that use it.

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Jabber for Windows Audio Setting Method

Resources for: Faculty Staff
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Jabber for Windows has options where you can choose your Speaker, Microphone and Ringer/Alerts devices. The Speaker, Microphone, and Ringer/Alerts device settings are, by default, already chosen though your PC settings. This article describes how to arrange devices on the advanced page.

Setting Method

  1. Start Jabber for Windows application and after the sign-in, select the cog’s drop-down menu, File > Options.
1
  1. On the left side of the options screen, select the audio and click the Advanced > > button on the bottom right.
Jabber for Windows Audio Setting Method 2
  1. From the Advanced audio options window, PC’s defaulted devices are selected. The check on the right side of the audio devices represents the devices that you are currently using.
Jabber for Windows Audio Setting Method 3
  1. To change the order of preference, select the headset you want to use and click the arrow button on the right-hand side to move your preference.
Jabber for Windows Audio Setting Method 4
Example is that of the Speaker but the Microphone and Ringer/Alerts preferences can also be changed the same way.
  1. Set your preferred headset to the top, click the Apply button on the bottom right and close with OK. The setup is now complete.
Jabber for Windows Audio Setting Method 5
In this example, the Plantronics headset device is chosen to be the top choice.

Example of when the Headset is connected to your Computer

For the device that is connected and in use becomes highlighted and will also have an indication of a check.

Jabber for Windows Audio Setting Method 6
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Printing at Home while Connected to FDU VPN

Resources for: Faculty Staff
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Issue

When I am connected to the FDU VPN or Cisco AnyConnect Adapter, I am unable to print documents while working from home.

Cause

While connected to the FDU VPN network, you are unable to access any local printers or network devices / services to help protect your computer from various threats while working outside of the FDU Campus Network.

Resolution

In order to Print, please disconnect from the VPN client, and once your documents have printed, reconnect.

Tip

Print jobs will continue to queue while you’re connected to the FDU VPN and will print when you disconnect from the VPN.

You can also connect a USB cable from the printer, to your laptop, where available, and you can remain on the FDU VPN and print anything you need.

If you require additional support, please call the University Technical Assistance Center at (973)-443-8822 or email FDUTAC@fdu.edu.

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If you are scheduled to attend class using Zoom and you run into technical difficulties, here are some steps you can take.

Common Fixes for Zoom Connection Issues

  1. Do. Not. Panic. This shift to distance learning is a sudden change. We will do everything we can to support your learning
    • Try your best to progress through the steps and troubleshooting resources below. Join when you are able. You can use the chat or hand-raising function once you join the class to let the faculty know if you have questions.
  2. Try to exit Zoom and open it again
  3. Try to restart your device and re-open Zoom
  4. Check that you do not have pop-ups blocked. Also check that you have “allowed” the Zoom browser extension to operate, if needed
  5. Try on a different device, if you have access to one. If you do not have access to a different device, proceed to step 6
  6. If you still cannot access Zoom after taking these steps, please email the FDU Tech Support fdutac@fdu.edu or (973)-443-8822 with a description of the problem (e.g., error message that you received). Please also bring the issue to the attention of your instructor so they can let you know what you missed in the class session that you were unable to attend

More Resources for Troubleshooting with Zoom

The following troubleshooting guide gives support for all devices that Zoom supports.

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