IT News

Curative Analysis: ‘Own IT’ for August 2019

The Curative Analysis team in IT is tasked with finding the causes of significant IT issues that affect campus. In this news update, we draw your attention to some of the problems being investigated or issues handled recently.

Multi-Factor Authentication Text Messages: Several clients are reporting issues receiving text messages or failure of the authentication code when using text as the MFA authentication method. Clients can use their security questions or refresh the page to receive another text message as a workaround. Many times text messaging is outside of WCU’s control as it is provided by Microsoft and/or cell carriers (Verizon, Sprint, AT&T, etc.) Text messaging may be especially unreliable in the mountains. The Division of IT is working on a campaign to encourage the use of the Microsoft Authenticator app as an MFA authentication method instead of a text message. For more information on using the mobile app, please contact us or visit https://multifactor.wcu.edu.

Panopto Login:  After the recent Blackboard Learning Management System upgrade, several faculty and students reported an issue with the login to the Panopto recorder application. The Panopto recorder application is designed to allow users to authenticate through single-sign-on (SSO) within Blackboard, but an issue with the routing of the sign-on caused unexpected behavior in the web browser (https://panopto.wcu.edu as well as the recorder application client.  After initial analysis and working with the vendor, Panopto authentication has been synchronized completely with SSO at WCU, and the issues related to the recorder application client are resolved for all content creators. Students are still advised to log into Blackboard to access Panopto to receive permissions set by individual instructors.

August 2019 Problem Tickets: (Total 6)

Banner Services: 1
Cherwell Service Desk: 1
Classroom Power Outage: 1
Mobility Print: 1
Wired Network Connectivity: 2

The Division of IT is committed to adopting a proactive, process-oriented approach to prevent problems before they arise. We will continue to keep you informed on our progress.

Contact the IT Help Desk 
Monday-Friday, 7:30 a.m. – 6:30 p.m. 
Closed weekends and university holidays 
Call: 227-7487 or 866-928-7487 (toll free) 
E-mail: ithelp@wcu.edu 
Log in: http://help.wcu.edu 
Visit the Technology Commons 
On the ground floor of Hunter Library 
For walk-up technology assistance for faculty, staff, and students 
See our hours at tc.wcu.edu