The Information Technology Department

Frequently Asked Questions

IT Help Desk Support & Contact Info

You can contact the IT Help Desk via email at helpdesk@monroeu.edu or by phone at 646.393.8290.

1

Account and Login Issues

Provides solutions and contact information for common problems related to student accounts, including sign-in, password resets, and email access.

Student Email Sign-In Assistance

  • Error Message or Incorrect Email: If you receive an error message or a message that your email address is incorrect, please contact the IT Help Desk at helpdesk@monroeu.edu or 646.393.8290 for assistance.
  • Alumni Access: Alumni no longer have access to their Monroe account (Email/MyMonroe) if they have not attended the institution for a year or more.
  • Incorrect Credentials: Make sure you are using your Monroe University email address and password. Your email address is formatted as username@monroeu.edu (e.g., jdoe1234@monroeu.edu).
  • MFA (Multi-Factor Authentication) Issues: If you need to update the phone number for your Microsoft account or cannot access your registered number, please contact the IT Help Desk for assistance.

Password Reset Instructions

For Returning Students with MFA:

  1. Go to MyMonroe at https://mymonroe.monroeu.edu.
  2. Click the “Forgot username or need to reset your password?” link. Select “Continue”.
  3. Enter your Monroe email address and click “Next”.
  4. Select "Forgot my password".
  5. Enter the characters on your screen and click “Next”.
  6. Enter the entire phone number associated with your account for verification. You can choose to receive a phone call or a six-digit code via text.
  7. Create a new password that is at least 8 characters long, includes a mix of uppercase and lowercase letters, numbers, and/or special characters. Do not use your name or date of birth, and it must be different from your previous password.
  8. Click “Finish”.
  9. Return to the MyMonroe login page to access your portal with your new password.

For New Students: Your initial login credentials are sent to the personal email address you provided during registration. You will not be able to reset your password without first registering a device for multi-factor authentication (MFA). Your account can be registered in two ways:

  • Option 1 (Recommended for International Students): Visit https://outlook.office.com. Enter your Monroe University email and the password sent to your personal email. Please select “Next” as the Organization requires more information. Download the Microsoft Authenticator app and follow the set-up prompts.
  • Option 2: Visit https://elearn.monroeu.edu. Click “Sign in with third-party account” and choose “Monroe University Login” from the dropdown, then enter your Monroe University email and password. If you do not want to use the Microsoft Authenticator app, select “I want to set up a different method”, choose “Phone”, enter your phone number, and select how you’d like to receive your verification code: “Receive a code” for text message or “Call me” for a phone call.

Username and Email Recovery

Your username is the first initial of your first name, your entire last name, and the last four digits of your student ID number (e.g., jdoe1234). Your Monroe email address is your username followed by @monroeu.edu (e.g., jdoe1234@monroeu.edu).

Student Portal Access

Login to MyMonroe at https://mymonroe.monroeu.edu using your username and password.

Login Credentials for New Students

It typically takes 24 hours for your credentials to be generated. You should receive an email with your credentials the following day at the email address you provided during the application process.

Admissions Portal Login Assistance

Please contact the Admissions Welcome Center at admissions@monroeu.edu for assistance.

Housing Application Sign-in

If you are unable to sign in, please first confirm that you have completed the admissions process and registered for the upcoming semester. You should also check if you have received your username and password credentials. If you are receiving an error message that you are not a member of a specific group, please contact the IT Help Desk at helpdesk@monroeu.edu or 646.393.8290 for assistance.

2

Campus Technology and Wi-Fi Support

Offers guidance on connecting to campus Wi-Fi, using classroom computers, and troubleshooting issues with virtual class technology.

Campus Wi-Fi Connection

Ensure you are connecting to the “Monroe Faculty-Student” Wi-Fi network and using your most up-to-date login credentials. If you did not receive your credentials, contact the IT Help Desk for assistance. Your password may have expired and need to be reset, or it may have been entered incorrectly.

Forgetting a Saved Wi-Fi Network

  • Windows 11: Go to Settings > Network & Internet > Wi-Fi > Manage known networks. Select the network and click “Forget”.
  • Mac: Go to System Settings > Wi-Fi. Click on the network you want to forget and then click “Forget This Network”.
  • iPhone: Go to Settings > Wi-Fi. Tap the “i” icon next to the network, then tap “Forget This Network”.
  • Android: Go to your phone's Settings > Wi-Fi settings. Select the network and tap “Forget”.

Connecting Smart Devices to Wi-Fi

You must register your device by completing the Media Registration Form on MyMonroe https://mymonroe.monroeu.edu. The process takes 1-3 business days, and the password will be emailed to your Monroe email address.

Virtual Class Audio/Video Issues

  • Chrome Browser:
    1. Click the small icon next to the URL elearn@monroeu.edu.
    2. Select “Site Settings” from the dropdown list.
    3. Scroll to “Microphone” and set it to “Allow”.
    4. Repeat this for “Camera,” “Pop-ups and Redirect," and “Sound”.
    5. Return to Blackboard and refresh the page.
  • General Device Settings (Windows):
    1. Open Settings on your desktop.
    2. Select Privacy & security.
    3. Under “App permissions,” select “Camera” and ensure “Allow apps to access your camera” is turned on.
    4. Scroll down to “Allow desktop apps to access your monitor” and make sure it is also on.
    5. Repeat this for “Microphone” permissions.

Classroom Computer Login

Use your Monroe credentials, which are the same as your MyMonroe username (e.g., jdoe1234) and password.

Updating Your Operating System

To update Windows 11 OS:

  1. Go to Settings > Windows Update and click Check for updates.
  2. If updates are available, they will be downloaded and installed automatically.
  3. You may be prompted to restart your computer to apply the updates.

To update software on a MacBook:

  1. First, ensure your MacBook is plugged in and connected to the internet.
  2. Go to Apple menu > System Settings > General > Software Update.
  3. If updates are available, you will see them listed and can click Update Now.
3

Academic and Software Resources

Provides instructions for downloading software like Microsoft Office and Lockdown Browser, and explains how to access academic resources such as eTextbooks, grades, and schedules.

Downloading Microsoft Office 365 for Free

  1. Sign in with your Monroe email address at https://www.office.com. Use the same password as MyMonroe or Blackboard.
  2. Click “Next” if prompted for “More information required”.
  3. Register your cell phone number to receive a six-digit verification code via text.
  4. Click “Verify” and then “Finish”.
  5. On the next page, click “Install and more” or “Install Apps” in the upper-right corner.
  6. Select “Install Office" or “Install Microsoft 365 apps” from the dropdown list.

Cengage eTextbook Assistance

  • No Cengage Account: Create a new account using your Monroe or personal email by selecting the eTextbook from your course on Blackboard.
  • Existing Account: Make sure you are accessing the eTextbook through your course content on Blackboard, not the gradebook.

Lockdown Browser Download

The link for the Lockdown Browser must be provided by your professor for your specific course; the IT Help Desk does not provide it.

Device Compatibility:

  • Lockdown Browser is not available for use on a phone.
  • iPads must be approved by your professor.
  • Chromebooks are typically not compatible. If your OS is up to date and it still doesn't work, you will need to use a different device (Windows or Mac).

Online Grades Access

You can access your grades in MyServices at https://myservices.monroeu.edu/student using your Monroe email address and password. You can also access it through MyMonroe by logging in and selecting the MyServices icon.

Accessing Your Schedule

Go to MyServices at https://myservices.monroeu.edu/student and log in with your Monroe email. Once on the homepage, navigate to “Student Planning,” then “Plan and Schedule” to find your schedule.

4

Keeping Your Account and Data Safe

Contains information on keeping your account and data safe, including password resets, recognizing phishing emails, and data recovery options.

Updating Contact Information

You can update your contact information on MyServices at https://myservices.monroeu.edu/student. Alternatively, you can contact the Registrar’s office at 646.393.8312.

Reporting a Hacked Account

Reset your password immediately and contact the IT Help Desk at helpdesk@monroeu.edu or 646.393.8290.

Recognizing Suspicious Emails or Websites

Phishing emails often ask for sensitive information, use different domains, and contain links that don't match the domain. Suspicious websites may have unusual URLs, use “HTTP” instead of “HTTPS,” have poor design, or display excessive pop-ups.

Reporting a Phishing Email

Forward the email to the IT Help Desk at helpdesk@monroeu.edu or call 646.393.8290 for assistance.

  • Outlook (Web Browser): Select the email, click the three dots (...), and choose “Report phishing”.
  • Outlook (App): Right-click the email, select “Junk,” and then “Block Sender”.
  • Gmail: Open the email, click the three vertical dots (More), and select “Report phishing”.

Data Backup Methods

You can use external hard drives, cloud storage services (like Google Drive or OneDrive), or USB flash drives. Windows users can also use File History or Windows Backup Assistant.

Recovering a Lost Document

First, check your computer's Recycle Bin or Trash. If it's not there, you can use built-in features like Windows File Recovery or File History to restore from backups. If the document was created in an application like Microsoft Word, check for AutoRecover or backup files.

5

Additional Help Desk Resources

Provides general information about the IT Help Desk, including hours of operation, location, and answers to other common student questions.

IT Support & Help Desk Hours

You can contact the IT Help Desk via email at helpdesk@monroeu.edu or by phone at 646.393.8290. The office is located on the 4th floor of King Hall (Bronx campus).

Help Desk Hours of Operation:

  • Monday - Thursday: 8:00 am – 7:00 pm
  • Friday & Saturday: 8:30 am – 2:00 pm

Lost ID Card

Visit Student Services on the 1st floor of King Hall (Bronx campus) or Main Hall (New Rochelle campus). You can also email them at bxstudentservices@monroeu.edu or nrstudentservices@monroeu.edu.

Workshops and Training Sessions

Please refer to the Institution Page on Blackboard for information on workshops or training sessions, which are usually conducted at the beginning of each semester.