Mobile Support

Information regarding mobile device repair.

Issue/Question

If my phone/tablet has broken hardware can WKU ITS fix it?

Resolution

Mobile Device support is limited to software functionality (e.g., email account setup, WiFi connecting, iWKU app). WKU ITS is not certified for hardware issues, such as a broken screen, but can refer you to local authorized service centers.

Last Modified: 04-06-2023 11:15AM

Instructions for adding a WKU Exchange account through the Outlook for Android app.

Issue/Question

How do I setup my WKU Employee account?

Environment

• Android Devices

Resolution

1. Install the Microsoft Outlook for Android app.
2. Tap OPEN.
3. Tap GET STARTED.
4. Enter your full email address (e.g. big.red@wku.edu).
5. Tap CONTINUE .
6. Enter your NetID password.
7. Tap Sign in.
8. Authenticate with Duo, if prompted. 
9. Tap SKIP when prompted to add another account.
10. Swipe through the tutorial.
11. Tap to access your account.

If you need additional assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 11-06-2023 13:23PM

Instructions for students, alumni, and affiliates to add their TopperMail accounts to an Android device.

Issue/Question

How do I add my TopperMail account to my Android phone / tablet?

Environment

• Android Mobile Devices

Resolution

1. Open the Application Launcher.
2. Select Email.
3. Enter your full email address (e.g. big.red123@topper.wku.edu) and your TopperMail password, if asked, then select Sign In.
4. If asked to to sign in to an Internet Account, select Continue. 
5. Enter in the information requested. You may need to type in your full email address and password. 
6. Authenticate using Microsoft Multi-Factor Authentication, if prompted. 
7. Select OK when prompted about Remote security administration.
8. Name the account as desired.
9. Select Activate at the device administration prompt to complete the setup.

Last Modified: 03-09-2023 08:42AM

Instructions for adding a TopperMail account through the Outlook for Android app.

Issue/Question

How do I setup my TopperMail account?

Environment

• Android Devices

Resolution

 Note: This method makes your TopperMail email, contacts, and calendar accessible in one app. If you prefer to have those items accessible in their dedicated apps, you can follow the steps to add your account through your phone's native email app or through the GMail app.

1. Install the Microsoft Outlook for Android app.
2. Tap OPEN.
3. Tap GET STARTED.
4. Enter your full email address (e.g. big.red123@topper.wku.edu).
5. Tap CONTINUE .
6. Enter your TopperMail password.
7. Tap Sign in.
8. Authenticate with Microsoft Multi-Factor Authentication, if prompted. 
9. Tap SKIP when prompted to add another account.
10. Swipe through the tutorial.
11. Tap to access your account.

Last Modified: 03-09-2023 08:43AM

Instructions for adding a WKU Employee account to an Android device.

Issue/Question

How do I add my WKU account to my Android phone/tablet?

Environment

• Android Mobile Devices

Resolution

1. Open the Application Launcher.
2. Select Email.
3. Enter your full email address (e.g. big.red@wku.edu) and your NetID password, if asked, then select Sign In.
4. If asked to to sign in to an Internet Account, select Continue. 
5. Enter in the information requested. You may need to type in your full email address and password. 
6. Authenticate using Duo, if prompted. 
7. Select OK when prompted about Remote security administration.
8. Name the account as desired.
9. Select Activate at the device administration prompt to complete the setup.

Last Modified: 10-28-2024 15:52PM

Information for repair services offered by Android device makers.

Issue/Question

Can you repair my Android device with a hardware issue (e.g. broken screen, cannot power on, etc.)?

Resolution

WKU IT is not certified to repair any Android devices. Check with your cell phone service provider to see if your device is covered by a protection plan. If not, below are links to repairs offered by common Android device-makers:

• Google (Pixel & Pixel 2)
• Samsung

Last Modified: 04-06-2023 11:22AM

Instructions for setting up Android devices to be able to share the device's screen with a WKU ITS representative.

Issue/Question

How do I share my Android's screen with a WKU ITS representative?

Resolution

1. Download the BeyondTrust Support Client for your device:
   • Samsung devices
   • HTC devices
   • Dell Venue devices
   • All other Android devices
2. Open the app.
3. For Site Address, enter support.wku.edu.
4. For Session Key, enter the code given by the WKU ITS representative.
5. Once connected, the representative will send a request to see your device's screen. Tap Allow.
6. The representative can only observe the screen. They cannot interact with the device, app, or settings, but will guide you through accessing the relevant app(s) to configure the device as needed.

Last Modified: 03-09-2023 08:43AM

Instructions for resetting Android devices to the factory image.

Issue/Question

How do I restore my Android to factory settings?

Resolution

 Note: This will remove all personal settings and accounts from the device; this action cannot be undone.

1. Open  Settings.
2. If you are selling/giving away your device, or having it serviced, tap Accounts (or Users and Accounts) and remove all Google accounts. Then return to the main Settings screen.
3. Tap Reset (or Backup and Reset). This is sometimes found under the System section.
4. Tap Factory data reset.
5. Tap Reset Device.
6. Your device may have additional prompts. Once all of them have been confirmed, your device will reboot and erase its content.

Last Modified: 03-09-2023 08:44AM

Instructions for adding a student email account (TopperMail) to an iPhone or iPad.

Issue/Question

How do I access my student email account on my iPhone, iPod, or iPad?

Environment

• iOS mobile devices

Resolution

1. Tap Settings.
2. Tap Mail.
   Note: If you are using iOS 14 thru 17, then tap Accounts.
   Note: If you are using iOS 18 or later, first tap Apps, then tap Mail, then tap Mail Accounts.
3. Tap Add Account.
4. Tap Microsoft Exchange.
5. Enter in:
   1. Email:Full email address (e.g. big.red123@topper.wku.edu)
   2. Description: Whatever description you would like.
6. Tap Next.
7. Tap Sign in. 
8. If asked to to sign in to Apple Internet Accounts, select Continue. 
9. Enter information requested. You may need to type your full email address and password. 
10. Authenticate using Microsoft Multi-Factor Authentication, if prompted. 
11. Tap what you would like to sync to device.
12. Tap Save.
13. If messages/events do not start loading, restart device to force account syncing.

Last Modified: 10-04-2024 08:35AM

Instructions for adding a WKU Account (Faculty/Staff email) to an iOS device.

Issue/Question

How do I add my WKU email account to my iPhone / iPad?

Environment

• iOS

Resolution

1. Tap Settings.
2. Tap Mail.
   Note: If you are using iOS 14 thru 17, then tap Accounts.
   Note: If you are using iOS 18 or later, first tap Apps, then tap Mail, then tap Mail Accounts.
3. Tap Add Account.
4. Tap Microsoft Exchange.
5. Enter in:
   1. Email:Full email address (e.g. big.red@wku.edu)
   2. Description: Whatever description you would like.
6. Tap Next.
7. Tap Sign in. 
8. If asked to to sign in to Apple Internet Accounts, select Continue. 
9. Enter information requested. You may need to type your full email address and password. 
10. Authenticate using Duo or Microsoft Multi-Factor Authentication as appropriate, if prompted. 
11. Tap what you would like to sync to device.
12. Tap Save.
13. If messages/events do not start loading, restart device to force account syncing.
     Note: It will take a few moments to sync all emails to Mail app.

Last Modified: 10-04-2024 08:42AM

Instructions for adding WKU Email to an iOS device using the Outlook for iOS app.

Issue/Question

How do I add my WKU email to my iPhone / iPod / iPad using the Outlook for iOS app?

Environment

• iOS

Resolution

1. From the App Store, download and install the Microsoft Outlook app.
2. Tap the Outlook app.
3. Tap GET STARTED.
4. Enter your full email address (e.g. big.red@wku.edu).
5. Tap CONTINUE .
6. Enter your NetID password.
7. Tap Sign in.
8. Authenticate with Duo, if prompted. 
9. Tap SKIP when prompted to add another account.
10. Swipe through the tutorial.

Last Modified: 06-14-2024 14:13PM

Instructions for setting up iOS devices to be able to share the device's screen with a WKU ITS representative.

Issue/Question

How do I share my iOS device's screen with a WKU ITS representative?

Environment

• iOS 11+

Resolution

1. Install the iOS BeyondTrust Support App
2. Open (Settings).
3. Tap Control Center.
4. Tap Customize Controls.
5. Tap Screen Recording to add it to the Control Center.
6. Open the BeyondTrust app.
7. For Site Address, enter support.wku.edu.
8. For Session Key, enter the code given by the WKU IT representative.
9. Once connected, the representative will send a request to see your device's screen. Tap Allow.
10. Open the Control Center.
11. Tap and hold .
12. Tap BeyondTrust Support.
13. Tap Start Broadcast.
14. The iPad will count down for three seconds and then share your screen with the representative. A red bar will appear at the top of the screen to indicate the screen is being broadcast.
15. The representative can only observe the screen. They cannot interact with the device/app/settings, but will guide you through accessing the relevant app(s) to configure the device as needed.

Last Modified: 03-09-2023 08:47AM

Instructions for removing cached email messages from iOS devices that have already been deleted on the server.

Issue/Question

I have messages appearing that no longer exist in my account.

Cause

The iOS device has cached the messages locally and did not process their removal from the server.

Resolution

1. Open Settings .
2. Tap Passwords & Accounts.
3. Tap the account experiencing issues.
4. Tap the slider for Mail to disable syncing.
5. Tap the slider again to re-enable syncing.
6. Return to the Mail  app. Only the messages stored on the server will appear.

Last Modified: 03-09-2023 08:48AM

Information on setting up a new iOS device using content on an old iOS device.

Issue/Question

How can I transfer my apps and files from my old iOS device to my new one?

Resolution

 Note: If you have already set up your new device, you will need to erase it before you can use the methods below.

1. If your old device has iOS 11 or newer, you can use Quick Start to setup your new device and transfer your content.
2. If you used iCloud backup on your old device, you can use iCloud on your new device to transfer your content.
3. If Quick Start and iCloud are not available, you can use iTunes on a computer to make a backup of your old device and import content on your new device.

Last Modified: 03-09-2023 08:48AM

Information on joining WKU-SECURE on Android devices.

Issue/Question

How do I register my Android device for internet access so I do not have to login when I am on campus?

Resolution

 Note: Once joined to WKU-SECURE, your device will automatically connect whenever you are on WKU's campus for the next 90 days. At the end of that period you have to delete WKU-SECURE and re-join the network for another 90-day period.

1. Access your Apps list.
2. Tap the Settings app.
3. Tap Wi-Fi.
4. Tap WKU-SECURE.
5. Enter the following information:
   • EAP method: PEAP
   • Phase 2 authentication: MSCHAPV2
   • CA certificate: Do not validate
   • Online Certificate Status: Do not validate
   • Domain: wku.edu
   • Identity: your NetID
   • Anonymous identity: leave blank
   • Password: your NetID password
6. Tap Connect.

Last Modified: 06-27-2024 12:48PM

Instructions for connecting an iOS device to the WKU-SECURE wireless network.

Issue/Question

How do I register my phone/tablet/laptop for internet access so I do not have to login when I am on campus?

Environment

• iOS

Resolution

From your iOS device, you can download this file and enter your NetID and password when prompted. To manually join, follow the steps below.

1. Tap the Settings app.
2. Tap WiFi.
3. Tap WKU-SECURE.
4. Enter your NetID and password.
5. Tap Join.
6. Tap Accept for the security certificate.
7. If it does not happen automatically, open your web browser and direct it to a non-WKU page. You will be redirected to accept WKU-SECURE's terms of agreement.

Last Modified: 06-27-2024 12:49PM

Instructions for setting up the Cisco VPN on an Android device.

Issue/Question

How do I set up Cisco Secure Client VPN?

Environment

• Android Device
  • Cisco Secure Client VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go to the Play Store.
2. Search Cisco Secure Client.
3. Tap Cisco Secure Client by Cisco Systems, Inc.
4. Tap Install.
5. Tap Accept.
6. Open Cisco Secure Client app.
7. Tap OK when asked to agree.
8. Tap Connection.
9. Tap Add VPN Connection....
10. Type in the following information:
    • Description:  VPN
    • Server address: wkuvpn.wku.edu
11. Tap Done.
12. Follow these instructions on how to use the Cisco Secure Client VPN.

Please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 08-06-2024 14:50PM

Instructions for setting up the Cisco VPN on an iOS device.

Issue/Question

How do I set up Cisco Secure Client VPN?

Environment

• iOS Device
  • Cisco Secure Client VPN

Resolution

All WKU employees already have VPN access to the network (P: and S:) drives and Banner systems. Follow these instructions only if you need special access beyond these.

1. Go to the App Store.
2. Search Cisco Secure Client.
3. Download the app.
4. Open Cisco Secure Client app.
5. Tap OK when asked if you want to enable the software.
6. Tap Connections.
7. Choose Add VPN Connection....
8. Type in the following information:
   • Description:  VPN
   • Server address: wkuvpn.wku.edu
9. Tap Save.
10. Follow these instructions on how to use the Cisco Secure Client VPN.

Please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 08-06-2024 14:50PM

Instructions for using the Cisco Secure Client VPN after it has been installed on an Android device.

Issue/Question

How do I use the Cisco Secure Client VPN device on my Android device?

Environment

• Android Device
  • Cisco Secure Client VPN

Resolution

1. Download the Cisco Secure Client app from the Play Store.
2. Open Cisco Secure Client app.
3. Slide the Cisco Secure Client VPN button to the On position.
4. Type in the following information:
   • Username: Your NetID
   • Password: Your NetID password
   • Second Password: This is the password obtained from your Duo Mobile App on your cell phone.
5. Tap Connect.

If you have any questions or issues please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 08-06-2024 14:54PM

Instructions for using the Cisco Any Secure Client VPN after it has been installed on an iOS device.

Issue/Question

How do I use the Cisco Secure Client VPN device on my iOS device?

Environment

• iOS Device
  • Cisco Secure Client VPN

Resolution

1. Open Cisco Secure Client app.
2. Slide the Cisco Secure Client VPN button to the On position.
3. Type in the following information:
   • Username: Your NetID
   • Password: Your NetID password
   • Second Password: This is the password obtained from your Duo Mobile App on your cell phone.
4. Tap Connect.

If you have any questions or issues please contact the ITS Service Desk or submit a service request by clicking the Request Service button.

Last Modified: 08-06-2024 14:55PM