IT News

Curative Analysis: ‘Own IT’ for September 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 always looking for ways to improve your experience with our campus technologies, and over the next few weeks, we hope you will learn more about our most simplistic and recommended way to work with our campus’s multi-factor authentication: the Microsoft Authenticator App

The app is available for Android and iOS, and allows users to simply accept a prompt on their phone and/or smart wearable device (i.e., Apple Watch) to access WCU resources from off-campus. No more waiting on a phone call to push “#” or on a text message to enter a 6-digit code. Plus, the Microsoft Authenticator App works over Wi-Fi for those areas where cell signal is sparse or non-existent!  

To kick-off this information campaign, we are setting up pIT-Stop tables from 11am-2pm at these locations: 

  • Brown (September 30) 
  • UC (October 2) 
  • Courtyard Dining (October 3)  

We will also be available in the Technology Commons (located on the ground floor of Hunter Library) during all support hours.  Throughout this kick-off week, all faculty, staff, and students who stop by one of these locations, and either show us that you are using the Microsoft Authenticator App or setup it up on the spot, will be entered for a special prize drawing on October 4. 

If you are unable to join us at one of these events, or if you simply prefer to setup the Microsoft Authenticator now, please watch the following video to learn how:  Switching to Microsoft Authenticator 

Phone Services: A recent issue with Mitel-managed phone equipment prevented calls into campus VoIP phones. Campus call centers, auto-attendants, and hunt groups were unable to receive calls from off-campus phone numbers. This issue also impacted voicemail. Division of IT staff contacted Mitel immediately, and worked with the vendor. The vendor corrected a configuration issue that occurred during Mitel’s phone maintenance at Biltmore Park on Friday, September 13.

September 2019 Problem Tickets: (Total 4)

Phone Services: 1
Cherwell Service Desk: 1
Learning Spaces: 1
VCAT Printing: 1

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