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FAQ

General Questions

What does Technology Services do?

Here at Technology Services, our Support Teams offer a variety of technical support services for students, faculty, and staff:

Service Categories

  • Accounts & Email
  • Desktop & Office Support
  • Lab & Classroom Equipment
  • A/V & Event Services
  • Tech Equipment Rental
  • Wi-Fi Access
  • Drury Application Support
  • Network & Phones
  • Server Systems
  • Hardware Procurement & Management
  • Safe Computing

Tech Support Teams

  • The Help Desk
  • The Media Center
  • User Support Team
  • Application Support Team
  • Moodle Support Team
  • Infrastructure – Phones & Network
  • Infrastructure – Server Systems
  • Remote Site Support

So how does it work? When the Help Desk is contacted with a request, we create a ticket, review it, and assigned it to the correct team based on impact, priority, and order of receipt. Each team then responds to their requests and determines the best way to resolve them.

Tickets can be created through MySupport, by emailing helpdeskticket@drury.edu, or by calling the Help Desk at 417-873-7300, Monday through Friday, 8:00 am – 5:00 pm.

Can Technology Services help me with my personal computer or device?

Drury Technology Services does not provide support for personal or home computers and devices, including laptops, phones, and tablets. This is due to liability, warranty, and insurance concerns. 

If you have specific questions about Drury-related software or connecting to the Wi-Fi, we would be happy to assist and walk you through the steps to resolve those questions.

Where we cannot provide further assistance, we recommend taking your system to a third-party vendor with a reputation for quality work, quick turnaround times, and the resources to fix your system. 

In the Springfield area, we have sent staff, faculty, and students to:

  • The Geek Squad at Best Buy
  • Database Systems, a local Apple specialist

However, we recommend doing research and choosing a repair shop that will meet your personal needs. 

Does Technology Services rent or loan equipment?

Tech Services loans equipment to faculty and staff for business purposes. Complete the “Checkout Equipment Form” in MySupport or email helpdeskticket@drury.edu to make a request. At this time, we are unable to loan equipment to students unless it is for an on-campus event hosted by a student organization (Please see “How do I reserve A/V services or equipment for Drury events?”). 

We have loaners for Windows laptops, overhead projectors, cables, webcams, and microphones. If you need something that is not listed, check with our office, as we may have what you need.

All of our loaned equipment is based on availability. Please make your request at least three days prior to the date needed; if you require special accommodations (off-campus, multiple items, outdoor settings, etc.), please let us know as soon as you can.

All loaned equipment and items are to be returned in the same condition as received. If not, your department or organization will be charged the cost of a replacement.

How do I request tech equipment for new employees?

Complete the “New Hire Notice Form” in MySupport, any time after your new hire has accepted their job offer. It’s serves as a notification to the Tech Services team to expect your new employee on a specific start date. It also helps us address the following before your employee’s first day:

  • Your employee’s computer needs
  • Your employee’s phone requirements
  • Network access, including shared drives

Note that this form doesn’t replace or change any existing hiring processes. Everything still needs to be managed by HR per their requirements, and so usernames, email accounts, etc. still follow the current process, kicked off when HR completes a new hire’s final paperwork.

How do I reserve A/V services or equipment for Drury events?

Complete our “Media Center Request Form” form to reserve A/V services or equipment at least one week prior to your event. Include the start date/time, end date/time, setup date/time, and any other requirements needed for the event so we can ensure their availability and coordinate our resources.

If your event is high profile or will require after hours support, please give us two weeks’ notice to ensure we have staffing available.

Events & A/V

What types of events does Technology Services support?

The Media Center, part of Tech Services, supports Drury-affiliated or sponsored activities that take place on or requires the use of university facilities and/or resources. This includes:

  • Faculty, staff, and student group events
  • On-campus meetings and conferences
  • Video conferences using Zoom and Skype
  • Recorded training sessions in the One Button/Lightboard recording studio

We are happy to assist with audio and visual equipment checkout, installation, setup, training, and event staffing. Submit your event and equipment checkout requests as early as possible. Our preferred minimum notice times are:

  • Equipment checkout (no setup or event support): 3 days
  • Standard event: 1 week 
  • High-profile or after-hours event: 2 weeks

Please note that we are unable to support off-campus or non-Drury affiliated events or activities.

What kind of equipment is provided for events?

Technology Services provides most equipment that is needed for on campus events. Our technology-enabled classrooms and meeting spaces include:

  • Desktop or laptop computers
  • Overhead projector and screen, or TV
  • VGA or HDMI cable for connecting to other laptops
  • Integrated sound or speaker system
  • Webcams and conference phones in some meeting spaces

Upon request, we can also provide the following: 

  • Microphones (wired, wireless, lapel, and USB)
  • Projectors/Screen
  • Cables (VGA, HDMI, etc.)
  • Adapters
  • Video Cameras
  • Digital SLR Cameras
  • Webcams
  • Tripods
  • Speakers 
  • Clickers

Once you’ve scheduled your event with your facility contact, complete our “Media Center Request Form” form to notify the Media Center of your needs. All special equipment requests will be filled based on availability. If you need other equipment, please check with our office as we may have it. 

Why isn't the projector showing my presentation?

If you are trying to run a presentation in a classroom, but the projector isn’t showing your presentation or it’s displaying a blue screen, there are a couple of ways you can troubleshoot it:

  • Check if the projector has power and is turned on, and that all cables are securely attached.
  • Ensure the projector is pulling from the correct source – either the desktop or the laptop you are using. 
  • If you are using your own laptop, click the Source Search button on the projector or remote to cycle through the different options.
  • Make sure your computer is sending to a second screen: 
    • In Windows: Press the Windows key on the keyboard and the key at the same time. On the right side of the screen, you will see four options. Click Duplicate
    • On a Mac: Access System Preferences under the Apple menu. Select Displays then click Detect Displays. If your Mac doesn’t connect, go back to Displays and select the Arrangement tab. In the lower-left corner, check Mirror Displays
  •  

Why can't I hear any sound?

Windows computers sometimes have to be notified to use a different playback device for sound during a presentation. Use these steps to troubleshoot your sound and change your playback device:

  1. Make sure your sound and speakers are turned on, and all cables are securely attached.
  2. Click the volume icon in your taskbar. Above the volume control, the computer lists the audio device you are using. Click the up arrow to display different playback devices; then select the audio device you wish to use.
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How do I download my Zoom meeting recording from the cloud?

You can download your Zoom recordings from the cloud by following the steps below:

  1. Log in to your Zoom account by visiting https://zoom.us/ in your web browser. Once logged in, click Recordings  on the left side of the page.
    Screenshot of the Zoom meeting Recording tab.
  2. On this page, you will see a list of your available cloud recordings. Find the recording that you wish to download and click More and then Download.
    Screenshot of the More options on the Recordings tab.
  3. Two to three files will download to your computer, one is an MP4 video of the meeting, another will be audio only, and if there is an additional file, it will be a copy of the text in the chat room.
    Screenshot of the downloaded meetings.

For more information regarding Zoom cloud recordings, please visit Zoom’s guide.

Accounts & Passwords

What is a Drury account?

After you are assigned a Drury ID number, a Drury account will be created for you. Permissions to this account are based on if you are a faculty member, staff member, student, alumnus, etc. It will always consist of two parts:

  1. Your username 
  2. Your password

Use your username and password to log on to Drury’s systems, including the network, Wi-Fi, MyDrury, Moodle, MySupport, MyDruryFax, VPN, and more. Use your email address (which is “yourusername@drury.edu”) to log in to your email.

Your password must be changed periodically. You will receive a notice via your Drury email 14 days prior to its expiration date. When you need to change your password, go to MyDrury, log in, then click the Password Management link. You can create a new password from this page. 

NOTE: You must change your password on the MyDrury website; it will then be copied to all of the user systems that require Drury credentials. Do not try to change your password in Webmail or Moodle, as it will not work and require Help Desk assistance to fix.

Can I check my email on my phone or other device?

Visit your App Store and look for the Outlook app. Install it on your phone or device. After it’s installed, start the app and log in with your Drury email address and password. It will automatically connect to your Drury account.

What do I do if I suspect that my email has been hacked?

Click here to read our guide on resolving a compromised account.

What is phishing? How do I know if I've received a phishing email?

“Phishing” is a type of scam where you’ll receive an email or phone call that claims to be from a legitimate source and often asks you to provide personal information, such as your personal email address, or to contact someone you don’t know.

Phishing email warning signs include: 

  • Blank “to” field
  • Suspicious “from” field
  • Urgent request
  • Odd or generic salutation
  • Spelling and/or grammar errors
  • Awkward phrasing
  • Suspicious links or attachments
  • Offers that sound too good to be true

If you’re unsure about the validity of an email, please forward the email to us at helpdeskticket@drury.edu and we are happy to check it out. But you can keep yourself safe, too! Ignore any Drury emails that do not come in from @drury.edu. Expect that $350 a week for pet sitting is too good to be true. If it asks you to click a link or email outside our organization, don’t take the bait! Safe computing is in all our hands.

How do I change my password?

If you know your password but need to change it, follow these steps:  

  1. Log into MyDrury with your username and current password.
  2. Click the Password Management link on the right side of the page.
  3. Click Change Password.
  4. Follow the prompts to change your password. 

Remember, your new password must meet the following requirements:

  • It must contain 8-16 characters
  • It must contain characters from each of the four following categories: 
    • Uppercase letters
    • Lowercase letters
    • Numbers
    • Special characters (no quotation marks or apostrophes)

Please be sure not to use part of your name or username when choosing a password. 

For any questions, Submit Help Ticket or email us at helpdeskticket@drury.edu.

I need to change my password, but do not see the "Change Password" link. How should I proceed?

The “Change Password” option is only available on the Password Management page of MyDrury when you are logged into the site. This link is not available when you are not logged in.

Screenshot of the Forgot my Password button in MyDrury.

To change your password, ensure you are logged in, and then proceed to Password Management.

I changed my password after my account was hacked, but I am still getting undeliverable emails.

After you have reset your password, it may still be a few days for your account to no longer receive undeliverable emails.

This sometimes happens when a server will keep trying to send your email for a day or two before giving up. Only then will you receive the corresponding undeliverable email. This can happen up to a week after an email is sent out.

I need a copy of my transcript from MyDrury, but I don't remember my login. What can I do?

MyDrury access is only available to currently enrolled students and active faculty and staff. Once someone is no longer actively affiliated with the school, they no longer have access to MyDrury.

However, official Drury transcripts are always available online from the National Student Clearinghouse at www.studentclearinghouse.org. The fee is about $8.00, payable by credit or debit card.

All students – active, alumni, dual-credit – can request their transcripts through the National Student Clearinghouse.

If the requestor is not a currently enrolled student or active faculty/staff member, s/he may obtain a copy of their unofficial transcript in person from the Registrar’s Office for a fee of $12.00 in cash or by check. These unofficial transcripts are not available by email or USPS.

Printers & Phones

How do I print at Drury?

If you are using a Drury computer – as a staff or faculty member, or in one of our computer labs – your printing options will be pre-installed with your computer. If they are not, you can follow the steps described in one of the documents below:

  • Connect to any printer on a Windows PC – view file
  • Connect to an HP printer on a Mac – view file
  • Connecting to a Xerox printer on a Mac – view file

If you are a student, you can print using PaperCut, Drury’s printing software at https://printing.drury.edu that lets you send print jobs wirelessly to printers in Olin, FSC, and Springfield Hall. You can also email the dorm printers directly. Directions for either option can be found at https://www.drury.edu/tech-support/printing.

How do I fax at Drury?

You can fax from your computer by using the Drury website, http://myfax.drury.edu. You must use Internet Explorer or Firefox as the browser in order for the site to function correctly. Log on with your Drury credentials and complete the first two tabs to fax.

NOTE: If you are faxing to an 800 number, you have to provide a return fax address on the second screen after clicking the field, “Use custom sender and company information.”

How do I make international phone calls?

In order to place a call from the U.S. to a phone in another country, the format is to dial 011, then the code for the country you are calling, and finally the area or city code and phone number. Since you’re calling from Drury, always start with a 9.

  1. Start by pressing 9 011, which gets you an international phone line.
    • 9 (to call outside Drury) 
    • 011 (to call outside of the U.S.)
  2. Enter the country code and the rest of the number. For example, the British Museum in London is =44 20 7323 8229.
    • 44 (the country code)
    • 20 7323 8299 (the number for the British Museum
  3.  Finally, when it prompts you, enter your long distance authorization code followed by the pound (#) sign.

How do I clear my deleted voicemail?

To delete messages from your Drury voicemail, follow these instructions:

  1. Call into voicemail from your office phone, or if you are on a phone with your extension, press either the envelope or cassette button.
  2. Enter your pin followed by the pound sign “#“.
  3. Press “3” to review old messages.
  4. Press “2” to access any deleted messages.
  5. Press “2” to erase deleted messages.
  6. Press “1” to confirm delete.
  7. Press “2” to delete all messages.

Please let us know if you need more help on this issue or have any further questions.

Why can't I automatically "Add a Printer" in Windows?

Network discovery, which lets computers automatically discover printers across a network, is disabled at Drury for security and administration purposes.

If you need to connect your Drury computer to a printer not already in your computer list, select the appropriate step-by-step documentation to walk you through this process.

  • Connect to any printer on a Windows PC – view file
  • Connect to an HP printer on a Mac – view file
  • Connecting to a Xerox printer on a Mac – view file

Alternately, Submit Help Ticket or email us at helpdeskticket@drury.edu.

Wi-Fi

How do I connect to Drury's Wi-Fi networks?

Drury has three Wi-Fi networks available for use on Drury’s campus. Drury Wi-Fi is for faculty, staff, and student use when on campus. Drury Guest is for all guests while on campus. MyResNet is for students in campus housing.

Connecting to Drury Wi-Fi: 

Please visit the Campus Network page on our website for full instructions based on your device type.

Connecting to Drury Guest: 

  1. Select Drury Guest from the list of available networks.
  2. Enter a valid email address (Drury or otherwise) when prompted.

Connecting to MyResNet: 

  1. Go online to https://myresnet.com and create an account.
  2. Register your device(s).
  3. Follow their steps for connecting to the MyResNet Wi-Fi.

For further details, please visit the MyResNet page on our website.

My Drury Wi-Fi connection quit working. How do I get it back?

In some cases, such as password resets, you will need to tell your computer, phone, and/or other device to “forget” your existing Wi-Fi connection. This disconnects your device from the network and removes any saved settings.

There is no need to disable your Wi-Fi. Just “forget” the Wi-Fi connection. The steps to do so will vary from device to device.

Once your connection is “forgotten,” then re-connect to Drury’s Wi-Fi as if it were the first time. Enter in your username and password, and if needed, set the following:

  • Select “PEAP” for the EAP method.
  • Select “MSCHAPV2” for Phase 2 authentication.
  • Select “Do not validate” for the certificate.
  • Do NOT enter an anonymous username/identity.

If you are still experiencing issues, please Submit Help Ticket or email us at helpdeskticket@drury.edu.

If experiencing issues with MyResNet, please contact Apogee at (877) 632-3356. 

Software

Does Drury provide access to Microsoft Office365 apps?

Yes, all current students, staff, and faculty can install the full suite of Microsoft Office on up to 5 computers and 5 devices. Please visit our Computer Software page for detailed instructions on downloading the apps. 

When I open an Adobe product, it asks me to login. What should I do?

To use Adobe Creative Cloud on Drury computers, you’ll need to create and use a personal Adobe account. Please follow these steps to create one:

  1. Visit www.adobe.com in your browser.
  2. Click the “Sign In” link in the upper right-hand side of the screen.
  3. At the Sign In window, look for the text, “Not a member yet? Get an Adobe ID.”
  4. Click the link for “Get an Adobe ID.”
  5. Complete the form to create an ID. (Your Drury email address and a password you can remember will be fine.)
  6. Use the Adobe ID to login in the future when you need to use Adobe applications.
  7.  

I need to create an online survey. What are my options?

Technology Services has an account with SurveyMonkey that can be used by Drury faculty and staff to hold small to large surveys at no extra cost.

There are two caveats to using the account:

  1. Understand that only two computers can be registered to manage surveys at the same time.
  2. Please be aware that anyone who uses the account can access the data of any survey previously held.

If these caveats are fine by you, submit a ticket or email helpdeskticket@drury.edu to the Help Desk asking for access to SurveyMonkey, and we’ll get you set up!

We do not currently offer this service to students; however, Google Forms is a free option for anyone. All you need to do is sign in with or create a Gmail account!

I can't see the Login button on MyDrury. How can I access the site?

This is a known issue with MyDrury and older Safari browsers. You can address this issue with any of the following options:

  1. Update/Upgrade your Safari. This may require upgrading your MacOS software, as well. Please plan plenty of time to make any system upgrades and back up your data before doing so.
  2. Try another browser. MyDrury is designed to operate the best in Google Chrome. If you need to install Chrome, you can download it from www.chrome.com or the app store.
  3. Try another computer. All of our computers on campus are fully compatible with MyDrury and can provide you access to the site.

Please try one of the above options to access the MyDrury site and login to it. Otherwise, open a ticket or email helpdeskticket@drury.edu to request further support.

Moodle

I am registered for a course and it is in MyDrury, but not in Moodle. How can I access it?

Courses do not show up in Moodle until seven days before the course’s start date. This includes B Block classes – you will not have access to them until the week prior.

Check back within the week before the course begins and it should be there. If your classes do not show up after the appropriate amount of time, contact your Admissions Officer or the Registrar’s Office.

If you just added or dropped classes, it may take up to 24 hours for Moodle to reflect your new course schedule.

If your classes do not show up after the full 24 hour period, please contact us by opening a ticket online, or by sending an email to helpdeskticket@drury.edu.

What do I do if I am having trouble finding or submitting an assignment in my Moodle course?

First you should contact your professor and have them make sure the settings for the assignment are correct.

If that does not work, please submit a Moodle Help Request for the Moodle tech team or email helpdeskticket@drury.edu

Include the following information: your course name/section, your professor, and the browser you are using. Also, any screenshots with error messages would be very helpful.

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I am having trouble accessing or using my ebook through Drury Direct. What should I do?

If you’re having difficulty downloading or accessing your books and other materials in Drury Direct, visit the RedShelf Customer Support page.

There you will find training materials, FAQs, troubleshooting tips, and much more. If you do not find your answers on their website, please email their help team at iahelp@redshelf.com.