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IT Support Frequently Asked Questions

Q: Where would I go to find answers to my Antivirus Questions?
A: Please go to the Antivirus FAQ's page for any Antivirus questions.
Q: Where would I go to find answers to my Banner Questions?
A: Please go to Banner Main Page for assistance with Banner.
Q: Where do I find answers to my Student Email - Office 365 questions?
A: Please go to the Office 365​ page for assistance with Office 365.
Q: I Receive Notification of my Password Expiring When Logging On to one of the Campus computers - What Should I Do?
A: Please change your password as instructed before logging on. Please note that this does not change your Banner pin.
Q: I Would Like to be Added to a Distribution List- How Can I Be Added?
A: If you would like to be added to one of Bridgewater State University's Listservs (ex. ALLREGA, ALLFRSHA, etc.) please contact a support services member via the helpdesk at (508) 531-2555 to put in a ticket for you to be added to the list. If it is not a listserv maintained distribution list, you must contact the owner of the distribution list in order to be added to it.
Q: I Would Like to be Removed from a Distribution List- How Can I Be Removed?
A: Directions for unsubscribing to the Distribution List should be included at the bottom of the email. Usually for Bridgewater Distribution Lists, send an email to LISTSERV@LISTMGR.CAMPUS.BRIDGEW.EDU with a subject line of UNSUBSCRIBE and the list serv name. Ex: UNSUBSCRIBE ALLREGA
Q: How long will my BSU Student email account be active?
A: If a student does not register for classes for two (2) consecutive semesters, the student's BSU User Account (including email) will be deleted.
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Q: I cannot access the BSU Webmail using the webmail link- what should I do?
A: Please make sure that if you are using a PC that you are browsing to our website using Internet Explorer Version 9 or higher, Google Chrome, or Firefox. You can check what browser you are using by going to the Help menu, then clicking on about. You can try clearing all cookies and saved passwords. Please also make sure that you are entering your username as BSUUsername@bridgew.edu. If you are still unable to access your webmail, you may need to reset your password
Q: I Receive Notification of my Password Expiring When Logging On- What Should I Do?
A: Please change your password as instructed before logging on. Please note that this does not change your Banner PIN. If the wizard asks for a domain, please type BSC
Q: Not all Messages are Displayed in Webmail- What Should I Do?
A: Only 25 messages are displayed at a time in webmail. Click on the blue right arrow at the top of the screen to view more messages.
Q: I Would Like to be Added to a Distribution List- How Can I Be Added?
A: If you would like to be added to one of Bridgewater State University's Listservs (ex. ALLREGA, ALLFRSHA, etc.) please contact a support services member via the helpdesk at (508) 531-2555 to put in a ticket for you to be added to the list. If it is not a listserv maintained distribution list, you must contact the owner of the distribution list in order to be added to it.
Q: I am Unable to Login to InfoBear- What Should I Do?
A: Some browsers have problems with this site – try a different browser or try clearing your Cache instructions 
Your account password may need to be reset. You can use the online form to reset the password. 
You can try logging in using your Banner ID and PIN instead of the username and password. If you are not sure of the Banner ID and PIN you can look them up using the BannerID lookup page. 
If neither of these options are working please contact the Helpdesk with the following information so we can confirm ID and troubleshoot the issue with you.
Full name; Permanent Address; Permanent Phone#; Contact Phone#; Date of Birth; Banner ID​ 
Internet
Q: There is No Internet Connectivity in my Classroom/Office- What Should I Do?
A: If you are unable to connect to the network, please check to make sure that the Ethernet cable is connected firmly to both the back of the desktop and the wall.  If the problem persists, please contact the help desk immediately for assistance.
Q: There is No Internet in Resident Halls- What Should I Do?
A: If there is no wireless connectivity and usually there is, please contact ResNet ext. 7999 to troubleshoot the problem.
Q: How Do I Configure My Laptop for the Wireless Network?
A: Please reference the following for wireless setup- Wireless Setup Link. Either helpdesk can also assist you with setting up the wireless network by visiting them with your Laptop during normal operating hours.
​iPad Program
Q: Where would I go to find answers to my PropelBSU iPad Program Questions?
A: Please go to the iPad Support page for any PropelBSU iPad Program questions.
Macintosh Computers
Q: I have Macintosh (Mac OS X)-based desktop or laptop computer. What is the best operating system to have installed on my computer to gain the easiest access to on-campus resources?
A: For the Macintosh, the best operating system to install is always the most currently available and should be used on all computers that support it.
Q: What software is required to be able to connect to the wireless network on campus for Apple OSX computers?
A: There is currently no special software to connect the computer to the network. Please make sure that the computer has either built in wireless capabilities or an OSX compatible wireless card.
Q: What Internet Browsers available for the Mac are compatible with the on-campus security software used at Bridgewater State University?
A: Safari, Chrome and Mozilla Firefox are compatible with our on campus security software that allows you to gain access to the internet.
Q: How do I connect to the wireless internet (WLAN) available on campus with my Airport Wireless Card?
A: Please refer to the wireless setup question in the Internet portion of this page.
Q: How do I configure Outlook 2016 on my MAC?
A: Use this link for instructions Configuring Outlook 2016​
Mobile Devices
Q: How Do I Set up My Mobile Device for the wireless?
A: We offer general instructions on setting Mobile Devices on the BSU Wireless. They can be found here: Generic Mobile Wireless Device Instructions. Further instructions can be found at help.outlook.com.
Q: How Do I Set up My Mobile Device for Email?
A: We offer general instructions on setting Mobile Devices to connect to the email. They can be found here: Mail Support for Mobile Devices. Further instructions can be found at help.outlook.com.
Network
Q: How Do I Map a Network Drive?
A: On campus domain computer: Right Click on My Computer, then select Map Network Drive. From the dialogue that pops up, choose a drive letter from the drop down, and then type in the full path to the network drive (ex. \\campus.bridgew.edu\dfs\yourdeptdrivename). You can choose to have the drive automatically remapped on login by leaving the checkmark in the Reconnect at logon option. Remove the checkmark if you want to map the drive only for the current login session.
Off campus machine/Laptop not on the BSU domain: To access your department drives (G and Z) or your WebHost folder; log into CloudPC​

Q: I Am Unable to Access a Network Drive- What Should I Do?
A: Make sure that you are successfully connected to the network. Try accessing a webpage from your computer. If you are able to access a web page, then try to remap the drive (see above). If you are still not successful, please call the Helpdesk, where a ticket can be placed to have the issue investigated. Please mention the exact path to the network drive as opposed to just the G drive or referring to it by its assigned letter.
Q: How Do I Map a Network Printer?
A: To map a network printer from a domain controlled computer, click on Start -> Run and then type in the path to the printer (ex \\westprintserv\mkc130P1). If you are unsure of the path obtain the correct information from a colleague in the office that has successfully connected to the printer. Once the queue (white box) pops up on the screen, the printer has been added to your printers list and can now be selected to print to in any program.
Laptops
Q: Where would I go to find answers to my Laptop Questions?
A: Please go to the Student Laptop page for any Laptop questions.
Phone Systems
Q: How Do I Check Voice Mail?
A: To check voicemail, from on campus, dial 3500 and follow the prompts or from off campus dial 508-531-3500 and follow the prompts.
Q: I Have Forgotten My Voice Mail Password_ What Should I Do?
A: You can reset your Voice Mail password through your new O365 email.  Detailed instructions can be found here
Q: Other Phone Issues
A: Answers to most questions can be found online here​  If you are not finding the information you need contact the Helpdesk who can create a ticket to have the problem looked at and resolved.
Printing Services
Q: Where would I go to find answers to my Printing Questions?
A: Please go to the Printing Policy page for any Printing questions.
Scanning Documents
 
Q. Students: Where may students scan a document?
 
A. Students may use the scanners located in Moakley 130, Maxwell Library (first floor) and the Print Shop Located at the Rondileau Campus Center.
 
Q. Staff/Faculty: How to scan a document on a department copier?
 
A.  (1.)   Place document on copier glass face down or in auto-feeder.   (2.) Press Scan.    (3.)  Choose the destination you would like the scanned document be sent or enter an email address of the person you would like to send the document to.  (4.) Press OK.
For more detailed instructions, please refer to Scanning Instructions.
 
Q. How to add an Email Address to the Copier Address Book.
 
A. Please select copier type and method to enter the email address below for directions:
Teaching Station Support
Q: What Information Should I Provide While Troubleshooting?
A: If the issue is regarding a classroom emergency, defined by a technology issue on a computer that is currently being used in a classroom in session, then be sure to include the room location, problem, and any corrective actions tried in resolving the problem as well as your username. Support services should not ask for tag numbers, computer models, or any other information that would usually be included in a tech call. If the issue is not of a classroom emergency type, then please be sure to mention the Computer Name, Computer Type, Extension to Reach you at, Operating System of the Computer, Detailed Description of the Problem, Jack Number (If network problem), Computer Model, Tag Number, and any other information that may be helpful to the technicians.
Tips & Tricks
Q: Where would I go to find common IT Tips & Tricks?
A: Please go to the Tips & Tricks page for common IT Tips & Tricks.
​ ​User Accounts
Q: How Does a Student Claim a BSU User Account?
A: BSU User Accounts are used for BSU email, library resources, and logging onto any of the on campus machines. This is your primary username and password. To claim the account, you must know your banner id, which can be found on any BSU paperwork you have received. With this information, go to the Student Portal​, scroll to the bottom of the page to the Technology group and click on the link Account Claim​.
Q: How Do I Claim a BSU InfoBear Account?
A: Your InfoBear Account is created automatically when you become a registered student.  Your Banner ID and 6 digit PIN is used to log in to InfoBear, and can be found on any BSU paperwork you have received.
Web for Faculty
Q: How Do I get help for Web for Faculty?
A: For more information on using Web for Faculty, go to https://my.bridgew.edu/departments/TTC/SitePages/webforfaculty.aspx
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