CCNY IT header image CCNY Office of Information Technology (OIT)
 
     
 
 


Frequently Asked Questions (FAQs)

General           Blackboard           E-Mail


Below are some basic 'best practices' and answers to questions that are frequently asked at all our service desks.
If you can not find the self-help you need through the information below you can submit your issue by using either the Student Help Request Form or Faculty/Staff Help Request Form.

You can also contact our main Service Desk if you need answers here:
l: NAC, Room NA 1/301
t: 212.659.7878
e: servicedesk@ccny.cuny.edu

GENERAL


What are the hours of the OIT Service Desk?
Can I call a tech directly to schedule an appointment?
How can I be added to the online directory if I am Faculty or Staff?

What are the hours of the Service Desk?

Find Service Desk Hours here>>>

Can I call a tech directly to schedule an appointment?

In order to be schedule an appointment, you must contact the Service Desk either by phone (x7878) or email: servicedesk@ccny.cuny.edu. When you call or email please give specifics about your problem so that the most qualified tech for your specific problem can work with you. You may troubleshoot with them and then schedule an appointment with a technician if necessary.

How can I be added to the online directory if I am Faculty or Staff?

Call the Service Desk at x7878, be prepared to provide your name, department, e-mail address and extension. The Service Desk will then create a work order to affect updates to the directory.

top

BLACKBOARD


I do not see any of my courses after they log into my blackboard account.
I forgot my blackboard username and/or password!
How do I access Blackboard?
I receive an error message when trying to access Blackboard.
I logged into Blackboard, but I only see "guest" link.
I can't access Blackboard home or at work.

I do not see any of my courses after I log into my blackboard account.

Check with both your instructors and registrar to make sure the course was made available.

I forgot my blackboard username and/or password!

The CUNY Portal and Blackboard use the same username and password. Passwords are Reset via the Forgot Your Password link on the CUNY Portal website http://www.cuny.edu/. The password is sent to your Citymail account.

How do I access Blackboard?

Go to http://blackboard-doorway.cuny.edu/

I receive an error message when trying to access Blackboard.

Contact the Service Desk about your account status. Call x7878 or e-mail: servicedesk@ccny.cuny.edu

I logged into Blackboard, but I only see "guest" link.

To see the correct link in Blackboard you must register a CUNY portal account. Go to: http://www.cuny.edu/ to register.

I can't access Blackboard home or at work.

Make sure you're using one of the following:
Win 2000 : Internet Explorer 5.5 or 6.0, Netscape7.1
Win XP : Internet Explorer 6.0, Netscape 7.1
Mac 10.2 : Internet Explorer 5.2, Netscape 7.1, Safari 1.0
Mac 10.3 : Safari 1.1

You may also try clearing your browser's cache (temporary files) and cookies. Please note that the AOL browser is not compatible with the CCNY e-mail and the CUNY portal. You may connect to the internet via AOL but once online, open another browser such as IE to start using your CCNY e-mail.

top

E-MAIL


Why do I need a CCNY e-mail account?

What is the domain name for the CCNY e-mail?
How do I save the web browser address?
What browser is preferable?
Can I check my e-mail from home?.
Can I change my e-mail password?
My default password does not work. What do I do?
Should I use: Remember my password?
How do I send/receive attachments?
Someone is trying to send me email but I can't receive it. What is the problem?
How do I use an address book?
How do I keep copies of sent emails?
What are folders?
Can I set a vacation message?
How do I create a mail signature?
Can I use a third party e-mail client such as Microsoft Outlook or Yahoo!?
What is POP3, IMAP?
My first and/or last name is incorrect?

Why do I need a CCNY e-mail account?

The e-mail system is the preferred method of communication between students and professors. It is also how students participate in Blackboard classes. Using the new LIVE@CCNY e-mail system, Citymail, will enable students to use various web-based collaborative tools, such as shared calendar, post files on SkyDrive and send meeting requests to coordinate both academic and non-academic activities. You username also gives you access to many of the University's services, including the WiFi network available throughout the campus.

What is the domain name (or web address) for CCNY e-mail?

Students: On our new LIVE@CCNY e-mail system, it will be: username00@citymail.cuny.edu.
Fculty/Staff: On the existing Pelican system, which is currently being phased out for students, for students it will be: username00@ccny.cuny.edu.
If you are faculty/staff, the domain name for your e-mail will remain: username@ccny.cuny.edu

How do I save the web browser address?

Once you have your browser open with the correct address typed in, go to the Favorites tab on your browser and select Add to Favorites.

What browser is preferable?

You may use Internet Explorer, Firefox, Google Chrome and Safari. Because of its configuration, AOL browser will not allow you to login to your CCNY email nor CUNY portal. You may connect to the internet via AOL. Once online, open another browser such as IE and start using your e-mail.

Can I check my e-mail from home?

Yes. You may access your CCNY e-mail, via an internet browser from anywhere an internet connection is available.

Can I change my e-mail password?

Your default password is given to you when your account is made. You are required to change your password upon first login.

My default password does not work. What do I do?

Click on Forgot Password link then follow the instructions to change your password or call the Service Desk at x7878.

Should I use: "Remember my password?'

For security reasons, we do not recommend you use "Remember my password?"

How do I send/receive attachments?

To send an attachment:
1. Click on the paperclip symbol above the message field.
2. Click Browse to open a finder window (Mac) or windows explorer (Windows).
3. Locate the document you wish to attach.
4. Double click (or right click and choose "select") to attach
5. Hit send.

To receive an attachment, open the mail you received, and you may either directly click on the attachment to view it or right click and save the file to a location.

Someone is trying to send me email but I can't receive it. What is the problem?

Check to make sure your mailbox isn't exceeding its quota. Ensure that the person is using the correct address.

How do I use an address book?

Sign in to your account and go to Addresses. From there you may add, modify, and delete any of your contacts.

How do I keep copies of sent emails?

Go to Options, Click on Settings, click the check box "When sending a message place a copy in Sent" then click on Save Changes.

What are folders?

You can manage your email by creating your own folders and subfolders. For example, you can create a World History folder and subfolders within it, such as Homework, Class Discussions.

Can I set a vacation message?

1. Click on Options (see All Options)
2. Click Organize email.
3. Click Automatic Replies
4. Set the dates you wish to include.
5. Hit Save.

How do I create a mail signature?

1. Click on Options
2. Click Settings.
3. Click Mail.
4. Choose the mail signature option and type in your signature.
5. Hit Save Changes.

Can I use a third party email client such as Microsoft Outlook?

Only within the campus. For security reasons, we do not allow users to set up email clients outside of our local network.

What is POP3, IMAP?

POP3 (Post Office Protocol, Version 3) and IMAP4 (Internet Message Access Protocol, Version 4) are two different e-mail protocols. Basically, they are different methods of delivering messages from your mail server to your local computer. Using the POP3 protocol, you periodically log into the mail server, download or delete all messages, and log out. All message management takes place on your local machine, and all mail that has been downloaded is removed permanently from the mail server, so the only copy exists on the local machine.
With the IMAP4 protocol, messages are manipulated remotely on the mail server as if they were located on the local computer. IMAP4 allows for the creation of remote message folders, called mailboxes, which are functionally equivalent to local folders. IMAP4 has several advantages over POP3 including:

1. The ability to access the same mail on multiple computers, as the messages are not deleted from the mail server as in POP3.
2. The ability to have multiple folders in comparison to POP3's single folder, INBOX.
3. Optimized performance as the messages can be manipulated using the power of the server, and can be managed without downloading them.

( See LIVE@CCNY for more Citymail Student E-Mail Facts)

My first and/or last name is incorrect?

If your name was entered incorrectly during your registration, you will have to stop by the Registrar's office to have it corrected. You then will need to stop by the Service Desk , located in Room NA 1/301.

top


 
 
 Service Desk  ::  NA 1/301  ::  212.650.7878  ::  servicedesk@ccny.cuny.edu   FaceBook CCNYIT   Twitter CCNYIT   YouTube CCNYIT YouTube CCNY IT Twitter CCNYIT Facebook CCNYIT