Listed below are some of the general frequently asked questions about Information Technology at Kentucky State University.

Something You Are (Inherence Factor)

Inherence factors include biological traits that a user must have in order to log in. This includes a number of biometric items such as fingerprint scans, retina scans, facial or voice recognition.

Something You Have (Possession Factor)

This category includes items that a user must have in their possession in order to log in. This includes a mobile device, key fob, employee ID cards or one-time password tokens.

Once a second factor is introduced, it is more difficult for a hacker to steal a user’s password and something that they have in their possession.

Something You Know (Knowledge Factor)

Items that typically fall into this category are known to the user such as passwords, user names and PINs. However, passwords alone are not enough because users often use the same passwords or use passwords that are simple to determine. So entering two different passwords will not work.

How Does Multi-Factor Authentication Work?

Multi-factor authentication (MFA) provides additional layers of security because a user’s credentials must come from at least two of three different factors or categories. With two-factor authentication (2FA), only two credentials are required, but MFA can use any number of factors for credentials. Credentials will fall into the following categories: Something you know, something you have or something you are.

How do I access my Office 365 Account?

To access Your Office 365 Account on the Web. Once your account has been migrated, you will access your Office 365 account by:

  1. Log on to your computer as usual
  2. Open your web browser and navigate to
  3. Use your KSU e-mail address and password to sign-in.

Or you may click on Campus Email from the KSU homepage.

What is considered unacceptable usage?

Please review the IT Acceptable Use Policy.

I suddenly lost the internet. What’s wrong?

If you are connected via wireless connection,  make sure your connection is strong enough.  If you are connected via an Ethernet cable, please make sure the cable is securely plugged into the correct location. Occasionally, the KSU campus will lose internet connectivity due to storms, power outages, or other occurrences. When the campus loses its Internet, contact the Help desk and IT will work to fix the issue as quickly as possible.  Please report outages to the IT Help desk.

Can I connect my Game Console to the KSU Network?

Yes, you may connect up to 5 devices to the KSU Network.

I am having trouble with my Network connection, what can I do?

  1. Try restarting your computer.
  2. Make sure that you have a data cable and it is plugged in securely at both ends.
  3. Check the connection to your computer’s network card and the connection to the internet data jack in your room or apartment.
  4. Check for flashing green and yellow lights near the network port on your computer.
  5. A green light on, yellow light flashing usually means the connection is working. If this is not the case, the network card is not configured correctly, the internet data jack that you are plugged into is not working, or your data cable is bad.
  6. Try plugging the data cable into another internet data jack in the room.
  7. Inspect your data cable, make sure there are no visible signs of damage. Try to borrow a different cable from a friend and try to connect using this cable.

If the problem consists, contact the IT Help Desk.

What is a wireless network?

A network can be one computer connected to the Internet, or two or more computers connected to each other (and also to the Internet). In a wireless network, the computers are connected by radio signals instead of wires or cables. Advantages of wireless networks include mobility and no unsightly wires. Disadvantages can include a slower connection than a wired network.

What are the risks of connecting to a wireless network?

The wireless networks are used for your convenient, but if they are not properly secured, connecting to one might be risky, our wireless is properly secured. Whenever possible, only connect to wireless networks that require a network security key or have some other form of security, such as a certificate. The information sent over such networks is encrypted, which can help protect your computer from unauthorized access.  Always keep in mind, if you do connect to a network that is not secure, be aware that someone with the right tools can see everything that you do, including the websites you visit, the documents you work on, and the user names and passwords you use. You should not work on documents or visit websites that contain personal information, such as your bank records, while you are connected to that network.

I can’t find my network drive. What can I do?

Make sure you have correctly logged into the machine with your username and password. If you still do not see your network drives, please log off of the machine and log back in again. This will refresh the connection with the network.

How do I trouble shoot “No Network Connection”?

  • Check the network cable and make sure it is plugged in completely in both the wall and your computer. (Note: Make sure that you are using a network cable and not a phone cable).
  • Try using your co-workers/roommate’s network cable. If it works with their cable then most likely you need a new cable.
  • Try using your co-workers/roommate’s network port.

Why do I need Sphericall?

  • Access the KSU Directory
  • Provides one click dialing.
  • Allows you to see who is signed into the Sphericall Application
  • Allows you to see who is engaged in a phone, away to a meeting, or at lunch.
  • Allows you the flexibility of transferring your calls.

How do I install Sphericall on my desktop?

See Installing Sphericall Desktop.

Still have questions? Contact the IT Help Desk submit a service request at, call the Help Desk at extension 7000 or send an email to

Where can I get help with my Sphericall Application?

With Sphericall open, click on the HELP Tab. Also view the Sphericall user manual.

There is no printer install on my computer, I will loose information if I close the app now, what should I do?

Choose send to OneNote, this will allow your document to be saved to OneNote, save your document and print from another computer.

Can I access my email during school breaks?

Yes. Your e-mail account will remain active until you are no longer an active student (e.g. you graduate, or move to another school).

Are there consequences for inappropriate use of email?

Consequences of inappropriate use of student email may include, but are not limited to:

  • loss of computer privileges, and
  • school suspension.

What is appropriate use of school email?

The use of school provided email, as any other computer service provided by the school, is subject to the guidelines set by Information Technology. Take time to review these Computer Usage Policies to understand what is appropriate.

What is my school email address?

Your school email address is in the form: [firstname].[lastname]  For example, if your name is John Smith and your email address would be

Can I access my KSU email from my cell phone?

Yes. View New Student Information for detailed instructions on how to set up KSU email on your device.

What password rules do I need to follow?

Your password must be secure. A secure password is one that is hard to guess. The password must be at least eight characters long and contain three of the following:

  • Upper Case letters,
  • lower case letters,
  • numbers, and
  • symbols.

It cannot:

  • Include your name, or
  • be a password used before.

Why should I use my school email account?

You have been assigned your personal school email account. It is an excellent tool for professional communication.

  • Communicate with your teachers: You can use your school email to ask your teachers for help with homework or to provide feedback
  • Communicate with classmates: You can use your school email as a way to share information when working together on class assignments or projects with other classmates. You can also use your school email to coordinate class and club activities.
  • Stay in the know at KSU: Important University communication will be sent to  your KSU email account.  You may be missing important information or announcements if you do not use or check it.

How can I get more information about computing at Kentucky State University?

Information Technology (IT)  To contact the IT Help Desk submit a service request at, call the Help Desk at extension 7000 or send an email to

Is wireless network access available on campus?

Yes, Wifi access is available on campus.

Can I connect to the campus network from a computer in my room?

Yes, residence halls have access to the KSU wireless and wired network.

Do students need a computer on campus?

There are a number of computer labs available to students on campus, but many students find it helpful to bring their computers. In the residence halls, the Internet is accessible by wireless or hard wire connection.

Can I bring a mobile device, such as an iPad or eReader?


Will the IT Help Desk fix my personal computer/laptop?

The IT Help Desk does not  support personal computers/laptops, cell phones or other technical devices.

The IT Help Desk will provide assistance in connecting your personal device to the Internet.

How do I access Microsoft 2013 Applications; do I need to purchase them?

You may access Microsoft 2013 applications via OneDrive (formerly SkyDrive). Instructions: Microsoft Applications and OneDrive (formerly SkyDrive).

What is the University Spam Policy?

According to the Information Technology Appropriate Usage Policy, “excessive use of information technology resources, including but not limited to campus network, server capacity, Internet, Intranet, and email, is not permitted. If any one computer or person causes a disruption to the network or servers, then Information Technology Services may disable the network connection to that single computer or the person’s network account so the rest of the campus can continue normal data services. Once the problem has been resolved, the computer connection to the network or person’s account can be restored.”

How do I sign up to be able to reset my own password?

Instructions for KSU Password Self Service: Password Self Service User Guide.

Will anyone from the IT Department ever ask for my password?

No. There are many hackers and spammers trying to get your username and password in order to acquire information. If you receive an email asking for this information, DO NOT give this information out.

Note:  Information Technology at KSU will NEVER request passwords or other personal information via. Messages requesting such information are fraudulent and should be deleted.

How quickly will my problem be solved?

The IT Help Desk will evaluate every request that is initiated. The priority is assigned to a request depending upon:

  • Critical business systems
  • The Impact on the university: size, scope and complexity of the Incident
  • The Urgency to the university: time within which resolution is required

A lower priority will be assigned if a workaround exists.

KSU owned off-site equipment must be brought into the office for technical assistance.

Who can call the helpdesk for assistance?

The KSU HelpDesk is for faculty, staff & students who may require assistance.

In order to provide timely and reliable service, the point of contact for all technical assistance must be made to the IT Help Desk. To contact the IT Help Desk submit a service request at, call the Help Desk at extension 7000 or send an email to

I need help installing, where do I go?

If you are having issues installing Office applications on your PC or Mac, click here or contact the IT Help Desk at (502) 597-7000.

If I recently purchased Office and am now also be eligible for free Microsoft 365 ProPlus though my school, will I receive any credit and/or compensation?

No. The Office purchased is a consumer offering and students can continue to take advantage of the purchased offer.

Can students install Office for iPad through this Office 365 ProPlus benefit?

Yes, this would count towards the limit of installing it on 5 tablets. Just install the applications and sign in with your school ID.

What does Office 365 ProPlus include?

Office 365 ProPlus comes with a full version of Office and familiar Office applications like Word, Excel, PowerPoint, Outlook, OneNote and more. Office 365 ProPlus is a user-based service and allows each student to install on up to five PCs or Macs, and five tablets (iPad) and access Office mobile applications on iPhone and Android phones. (Office Mobile applications are included with all Windows phones).

What happens when I graduate?

When you graduate, your Office 365 subscription through your institution ends upon graduation. You may enroll into other consumer or commercial offers available. If you have Office 365 Education at your school, you should make sure to transfer all your files from your school OneDrive to your personal OneDrive prior to graduation.

What other options are available if I’m not eligible for Student Advantage through my school?

  • Use Office Online for free.
    • The online version of your favorite Office applications where you can share and simultaneously work on your documents with classmates and friends. No need to merge different versions later.
  • Download the OneNote app for PC, Mac, mobile & tablet.
  • Purchase either:

What devices can I use Office 365 ProPlus on?

Office supports PCs and Windows tablets running Windows 7 or higher, and Macs with Mac OS X 10.6 or higher. Office for iPad can be installed on iPads running version 7.0 or higher. For information about mobile devices, visit

Do I get anything else besides Office 365 ProPlus when I use the self-service process?

In addition to having access to the Office ProPlus client which has application like Word, Excel, PowerPoint and OneNote, which work across your PCs and Macs, you can active the clients on your iPad, iPhone, and Android Phone, giving you access to edit and review your homework on the go. You also get 1 TB of storage through OneDrive for Business to ensure you access to all of your documents whenever you need them. If you using a computer that doesn’t have Office installed, don’t worry you can edit or review those assignments in Office Online in any browser.

How do I get free Office 365 ProPlus?

If your school qualifies and has allowed self-sign up but you don’t currently have Office 365 at your school:

  1. Go to
  2. Click the “Find out if you’re eligible” link.
  3. Put in your school provided email address.
  4. Follow the link that was sent to your email to complete the registration.
  5. Install Office and sign-in with your newly created Office 365 ID.

If your school qualifies, has allowed self-sign up and you have Office 365 at your school:

  1. Go to
  2. Click the “Find out if you’re eligible” link.
  3. Put in your school provided email address.
  4. Follow the prompts to login to Office 365.
  5. Download Office and sign-in with your school ID.

If your school has not allowed self-sign up and instead has assigned you as a user:


  1. Sign into Office 365 with your school credentials.
  2. This will take you to the installation page, where you can access your Office 365 ProPlus software!

Why is Microsoft introducing these changes?

Microsoft is committed to the success of each student and educator. Microsoft believes this offer will help students thrive in their educational endeavors by providing Microsoft’s best productivity solution at no additional licensing cost.

What is the Office 365 ProPlus benefit for students?

Academic institutions that are Microsoft customers and license Office for all faculty/staff are be eligible to offer Office 365 to their Students at no additional cost. Students can take advantage of free Office 365 ProPlus, through a self-sign up process if the institution hasn’t turned off the feature or once their institutions enable this option.