IT FAQs

IT offers support for all University owned devices. Please submit a ticket on the IT website using the “Something is Broken” option or email us at it@ucalgary.ca for hardware support. Please be sure to provide the following information for your device - IT asset tag/Ctag number of device (located on the silver sticker with barcodes), Dell service tag (located on the silver sticker with barcodes), best contact number, best contact email, and campus location. 

To add, move, change or disconnect an individual's personal desk phone or to update or add new phone features, including caller ID, long distance and voicemail, please use the following form

If you are using a University managed devices, the printer driver (itctspcpXX.uc.ucalgary.ca) should have already been installed on your device. If you do not have the printer queue and are on an unmanaged or personal device, please use the following instructions to install the printer drive

Once you complete the registration for your IT account, your UCalgary email will automatically be created. If you have just registered for your account, please wait one hour before trying to log in. Access to your UCalgary email is available through any internet browser at https://mail.ucalgary.ca.

If emails from classmates, coworkers, and colleagues are getting caught by the spam or quarantine filters, you can add them to your Safe Sender list to ensure they get delivered to your inbox directly. 

Shared Mailboxes are design for non-personal use and makes it easy for a group of people to monitor and send email from a public email alias like it@ucalgary.ca. When a person in the group replies to a message sent to the shared mailbox, the email appears to be from the shared address, not from the individual user. You can also use the shared mailbox as a shared team calendar. A shared mailbox is not designed for direct log on though - all users requiring access will need to be granted delegate access and will sign on using their individual UCalgary email account credentials

Microsoft Office 365 is a cloud-based set of productivity and collaboration tools. It provides the university community with anywhere access to email and calendars

Microsoft Teams can provide a secure, cloud-based chat and group collaborative workspace that support teamwork by providing a central place for tools and resources. It is available for all Staff and Students. 

Enterprise Collaboration Services will be utilizing Microsoft SharePoint as a web-based platform that facilitates collaboration among individuals or groups. By setting up collaboration sites, project sites, and document management sites. This allows users to share information among one another, and track project completions from start to finish. 

Multi-Factor Authentication (MFA) adds a second method of authentication, something physical, that requires anyone using UCalgary credentials to also hold in their possession a device, mobile or desk phone, that has been registered to with the University. 

D2L (Brightspace) is the online learning management system used by the University of Calgary. All courses (lecture & seminar sections) automatically have sites created in D2L, but it’s up to individual instructors to activate and use the site for their course

Zoom (ucalgary.zoom.us) is the campus online platform that enables you to have online real-time sessions with your students or colleagues. You can share your presentations or desktop, collaborate with others, conduct small group activities, poll your students and more, all from virtually any device. 

If you have a trusted device that has previously accessed an MFA-protected website (i.e. office365.ucalgary.ca webmail), then re-add your phone or phone number.  

Visit https://aka.ms/mfasetup directly if it has been less than 30 days since the last time you used MFA, you will not be challenged for MFA. Proceed to re-add your phone or phone number using these instructions
Due to security reasons, UService can only provide account information, perform account changes, and resets over the phone, or in person, with the account owner.

Any new software acquisitions must go through a software review for IT security, Privacy and Compliance.  The software must be purchased individually or through your department. You can start the process by signing into the IT Support portal: https://ucalgary.service-now.com/it to submit your request

Some UofC licensed software is eligible to be installed on unmanaged UofC workstations and personal devices. Administrative rights will be required on the device to install the software. Please refer to the below article. 

Some UofC licensed software is available to be installed on managed UofC Windows workstations using an application named “Software Center.” Administrative rights are not required to install software from the Software Center. Please refer to below article

Some UofC licensed software is available to be installed on managed UofC Mac workstations using an application named “Self Service.” Administrative rights are not required to install software from Self Service. Please refer to below article. 
 

The University has a couple of different accounts used for different things and it may be very confusing. Please see this guide regarding UCID, eID and IT Accounts which are used to access various UCalgary services. 

You can recover your account by visiting the site noted below and choosing the "Recover my account" option. If you do not have a UCID, then click on the link "I don't have a UCID number" and enter in your eID. Once you answer your recovery questions, you will be able to reset your password. Unfortunately, if you are a new student looking to apply to the University and only have an eID and are unable to answer your security questions, we are not able to recover your account. Please create a new eID (https://acctman.ucalgary.ca/register) and start the application process over.

 Due to security reasons, we can only provide account information or perform account changes/resets over the phone or in person with the account owner.

AirUC-Secure is the encrypted wireless network at the University of Calgary. 

Available in all buildings on campus, as well as outdoors, AirUC-Secure is the preferred university wireless connection for clients requiring mobile access to the Internet.

Note: a valid IT username and password (IT Account) is required to connect to the network

Cybercrime is evolving. Cybercriminals are constantly updating their tactics to trick victims into believing that a scam is legitimate. "Phishing" and "Social Engineering" are two ways that cybercriminals can steal your financial information, open accounts in your name and steal your identity. The best defence against cybercrime is being able to spot the signs. Knowing what phishing and social engineering looks like can help protect you against these kinds of scams

IT Security would like everyone to use the "report" button in Outlook when they receive a phishing email. By using the “report” button in Outlook this will provide the email filtering system data to better block spam and phishing emails from reaching UofC email accounts.