Description: NetID administrators are CSU faculty and staff whose job duties require them to support CSU faculty, staff and students in using the NetID website, including to activate their NetID, change or recover their NetID password, change their email alias, and view their NetID information. Applicable to: Fort Collins and Pueblo staff NetID Admin Requesters Prerequisites NetID administrators must be staff members. Student hourly employees working for IT departments and other temporary employees are restricted to the NetID Read Only Admin role. NetID administrators must read, regularly review, and comply with the NetID administration acceptable use statement. Instructions Staff members who need NetID Admin access for themselves or others should contact one of the NetID Admin Requesters (preferably in your college, department or unit) who have permissions to request NetID Admin access for others. In your request, include your name, NetID, NetID Admin role, and a brief explanation of why NetID admin access is needed. IT managers who have employees needing NetID admin access should request the NetID Admin Requester role for themselves, unless someone else in their college, department or unit is already an appropriate requester. A NetID Admin Requester who receives a request from a staff member should: Verify the person's identity. Validate the need for the requested admin role with the staff member and/or their supervisor. Complete the NetID Admin Request form. When a staff member's responsibilities change and they no longer need NetID Admin access, the staff member or NetID Admin Requester should contact the Help Desk to request removal of the staff member's NetID Admin role. Outcome When a NetID Admin Requester successfully submits the Admin Request Form, a Help Desk ticket is created. When the Admin Request has been approved, an automatic notification email is sent to the requester. When the staff member logs in to the NetID website, they are required to read and agree to comply with the NetID Administration Acceptable Use statement before they can use any administrative functions in the Admin or Person Admin menus. Related Articles How to verify a person's identity before providing NetID support NetID Administrator Roles and Permissions NetID Administration Acceptable Use NetID Administrators List

Description: This article contains common issues and troubleshooting steps to help applicants, students, staff and associates to activate their NetID. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Admissions, Registrar, Human Resources and Help Desk staff Prerequisites Verify the client's identity. Instructions Select Menu > Person Admin > Person Info to view the client's information in the NetID website, including their CSU affiliation, NetID Life Cycle State, and NetID activation email address. If the client is not yet in the NetID system, If the account is not in Banner, contact Admissions (if an applicant) or Human Resources (if an employee). Otherwise, wait until the data is loaded into midPoint. Student data is updated continuously. Employee and associate data is loaded daily from Banner data at 5:50 a.m., 10:30 a.m., 2:30 p.m., and 7:30 p.m. Employee data entered by departmental Human Resources staff may take a few days for central HR processing. Check that their Life Cycle state is Awaiting Activation. If their Life Cycle state is Active Account, their NetID has already been activated. If they cannot log in to the NetID website, see the article How to support NetID password recovery. If they cannot log in to their email account, see the article How to support NetID email access. If their Life Cycle state is Expiration Cycle or Expired Account, see the article How to support NetID expiration. If the client is an employee, check Menu > Person Admin > Person Data. If there is not an active, primary assignment, contact their Human Resources representative. Double-check that their activation email address in the NetID website matches the address that they are using. Activation email addresses have non-CSU domains and come from Admissions and Human Resources data when a person is admitted or hired. The source tables are in Banner. If they do not have a valid non-CSU activation email address, Partial, Help Desk or Activation Email admins can add a non-CSU activation email address that the client specifies. (If you are not a NetID Partial, Help Desk or Activation Email admin, find a contact in the NetID Administrators list, or contact Admissions or Human Resources.) From the top menu, select Admin > Person Search. Search for the client by CSU ID, NetID, name, or CSU email address and assure the account life cycle state is Awaiting Activation. In the search results, click the client's name to view their account details and any existing activation emails. From the top menu, select Menu > Person Admin > Activation Email. Enter the client's specified non-CSU activation email address and click Add. Let the client know that they can activate their NetID at netid.colostate.edu by selecting Menu > Activate. Walk them through the article How do I set up my NetID. If they have problems sending the activation link to themselves, any NetID administrator can send them a link. Select Menu > Person Admin > Person Info. Scroll down to the Email Addresses section. Click their activation email address. Check the Verify you are human box if unchecked, and click Send. Outcome The client's NetID Life Cycle state will be Active Account. The client will be able to log in to the NetID website. It may take time for the new NetID information to propagate to other systems: Up to 2 hours for a CSU Pueblo Active Directory account to be created Up to 2 hours for a Microsoft 365 mailbox to be usable Up to 24 hours to complete account creation and updates in other external systems, including Banner, Canvas, and Blackboard Related Articles How to verify a person's identity before providing NetID support How Do I Set Up My NetID NetID Administrator Roles and Permissions NetID Administration Acceptable Use NetID Troubleshooting Guide

Description: This article contains common issues and troubleshooting steps to help applicants, students, staff and associates with issues accessing their CSU email. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Admissions, Registrar, Human Resources and Help Desk staff Prerequisites Verify the client's identity. Instructions Select Menu > Person Admin > Person Info to view the client's information in the NetID website, including their CSU Affiliations, NetID Account Life Cycle State, Email Addresses, and Microsoft 365 License Group. Check that their Life Cycle State is Active Account or Expiration Cycle. If not, see the appropriate article How to support NetID activation or How to support NetID expiration. Confirm with the client that they are able to log in to the NetID website. If not, see the article How to support NetID password recovery. Select Menu > Person Admin > Email Alias. If they do not have an active, primary email alias, walk them through the article How can I view or change my email alias. If their active, primary email alias ends in @rams.colostate.edu, they currently have a Google Workspace for Education @rams account and can use the same process to permanently change their primary email address to a new Microsoft 365 account. If they cannot change their own email alias, NetID Partial Admins can change it for them. (If you are not a NetID Partial Admin, contact a NetID Partial Admin in the NetID Administrators list, or contact Admissions or Human Resources.) From the top menu, select Admin > Person Search. Search for the client by CSU ID, NetID, name, or CSU email address. In the search results, click the client's name to view their account details and any existing email aliases. Select Menu > Person Admin > Email Alias. Enter their preferred email alias and click Save. If they have an @rams account, their new alias will default to a Microsoft 365 account. Inform them that their new email alias has been created. If they have an email alias but Microsoft 365 Outlook login fails with an error, ask for the error message. Check that they are logging in with their NetID@colostate.edu as the username and their NetID password. Wrongly entering their First.Last@colostate.edu produces the error "This username may be incorrect". Wrongly entering only their NetID produces the error "We couldn't find an account with that username". Entering an invalid NetID password produces the error "Your account or password is incorrect". Select Menu > Person Admin > Logs and check that their email alias was created or updated and sent to the email queue. Check the Email Addresses section that their Microsoft 365 License Group exists and has the correct value: Student M365 License with Outlook Email A5 Faculty M365 License (Faculty, Staff, Emeritus) Associates M365 License Retiree M365 License Select Menu > Person Admin > Active Directory and check that they have an Active Directory account with at least one SMTP entry in Proxy Addresses of the format NetID@colostate.edu or NetID@csupueblo.edu. If not, Select Menu > Person Admin > Reconcile Account and click Reconcile. Wait a few minutes and re-check their Microsoft 365 License Group and Active Directory account. Outcome Creating a new Microsoft 365 account may take up to two hours for the account to be ready for use. The client should then be able to log in to their Microsoft 365 account and access their Outlook email. Changes to an email alias may take up to two hours to propagate across all systems. The client's email alias should then appear in Microsoft 365 (Outlook, Teams), the CSU Online Directory, Canvas, and other systems. (The email aliases of some clients are in Gmail if they previously set up a Google Workspace for Education @rams account as their primary email address.) Related Articles How to verify a person's identity before providing NetID support What is my email alias How can I view or change my email alias How do I recover my NetID password NetID Administrator Roles and Permissions NetID Administration Acceptable Use NetID Troubleshooting Guide

Description: This article contains common issues and troubleshooting steps to help applicants, students, staff and associates to extend expiration date, reactivate, prepare for deactivation, and deactivate their NetID. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Admissions, Registrar, Human Resources and Help Desk staff Prerequisites Verify the client's identity. Instructions Select Menu > Person Admin > Person Info to view the client's information in the NetID website, including their CSU Affiliation, NetID Life Cycle State, and Human Resources liaison if a former employee. Verify that their Life Cycle state is Expiration Cycle or Expired Account. If their Life Cycle state is Manual Disabled and they are an employee, Inform them that their account has been manually disabled and to contact their department's Human Resources office for more information. NetID admins should not remove the Manual Disabled state without additional review and approval. NetID Partial admins and the client's Human Resources liaisons can temporarily extend or reactivate eligible NetIDs. (If you are not a NetID Partial admin or the client's Human Resources liaison, find a contact in the NetID Administrators list, or contact Admissions or Human Resources.) Select Menu > Person Admin > Person Info and scroll down to the NetID Account section and view the Can Extend or Reactivate, or Deactivate row to determine eligibility. If they are not currently eligible for NetID reactivation or extension, let them know, and refer them to the NetID Eligibility article. If they are returning to CSU or changing employee assignments, they should contact their Human Resources liaison for their former department to assure that an active, primary assignment is created in the Human Resources system. If they are a former employee still collaborating with CSU, they should request temporary associate status. If they are eligible, Select Menu > Person Admin > Reactivate or Menu > Person Admin > Extend. Click the Reactivate or Extend button. Let the client know that their NetID account has been temporarily reactivated or extended, and their new expiration date. Provide links to the articles NetID Eligibility, How to prepare for expiration of your NetID, and How to request deactivation of your NetID. If they user's password has expired, provide a link to the article How to recover my NetID password. What if users need more time? The Standard Operating Procedure for NetID reactivations and extensions does not permit IAM (Identity and Access Management) staff or other IT administrators to override the existing reactivation and extension policy. Instead, if a user does not have any available or remaining reactivations/extensions, and is maintaining a relationship with the university (which requires a need to maintain their NetID and CSU system email), please direct them as follows: How to request temporary NetID reactivation or extension - What if I need more time? They will need to contact their campus' Human Resources office to discuss and request and Associates assignment to re-establish a relationship with the university. CSU Fort Collins users may also review an HR resource for an explanation of different types of associates. CSU Fort Collins Associates Information Human Resources CSU Pueblo: Human Resources Outcome The client will be able to log in to the NetID website and view the changes at Menu > My Account > Show My Information under NetID Account. Life Cycle State will be Expiration Cycle. Account Expires will show the new expiration date, which is 14 days after the current date or previous expiration date, whichever is later. Can Extend, Reactivate will indicate that the account has already been extended or reactivated and is not eligible for further extension. It may take time for the reactivated NetID information to propagate to other systems. Related Articles How to verify a person's identity before providing NetID support How to activate a NetID How to support NetID activation How to request temporary NetID reactivation or extension How to prepare for expiration of your NetID How to request deactivation of your NetID NetID Eligibility NetID Administrator Roles and Permissions NetID Administration Acceptable Use

Description: This article contains common issues and troubleshooting steps to help applicants, students, staff and associates with password issues, including to recover their account and reset their password. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Admissions, Registrar, Human Resources and Help Desk staff Prerequisites Verify the client's identity. Instructions Select Menu > Person Admin > Person Info to view the client's information in the NetID website, including their CSU affiliation, NetID Life Cycle state, and account recovery email address. In the NetID Account section, check that their Life Cycle State is Active Account or Expiration Cycle. If not, see the article How to support NetID activation or How to support NetID expiration. In the Email Addresses section, check that their Account Recovery Email address in the NetID website matches the address that they are using. If they can log in to the NetID website, but they cannot log in to their email account, see the article How to support NetID email access. If they received a message that their account was compromised or was sending phishing emails, Create a CSU System Freshservice ticket. Use the service offering Incident Reporting - Report a security incident. The Incident Response team will manage the incident. They should change their password at Menu > My Account > Change Password and add Duo two-factor authentication at Menu > My Account > Two-Factor Authentication (Duo) if not already set up. A partial NetID admin may have already reset their password to a random value at Menu > Person Admin > Password Reset to assure the malicious actor is locked out of the account. Refer them to the CSU Cybersecurity Awareness and Training web resources and Microsoft Outlook: How to report phishing to help them keep their account secure in the future. If they do not have a non-CSU account recovery email address, or can no longer access it, Partial or Help Desk admins can add a non-CSU account recovery email address that the client specifies. (If you are not a NetID Partial or Help Desk admin, find a contact in the NetID Administrators list, or contact Admissions or Human Resources.) From the top menu, select Admin > Person Search. Search for the client by CSU ID, NetID, name, or CSU email address and assure the account life cycle state is Active Account or Expiration Cycle. In the search results, click the client's name to view their account details and any existing account recovery emails. Select Menu > Person Admin > Recovery Email. Enter the client's specified non-CSU account recovery email address and click Add. Select any account recovery email addresses that they can no longer access and click Remove. Inform the client that they can recover their password at netid.colostate.edu by selecting Menu > My Account > Recover Account/Reset Password with their NetID and account recovery email address. Walk them through the article How do I recover my NetID account to reset their password. If they have problems sending the account recovery link to themselves, any NetID administrator can send them a link. Select Menu > Person Admin > Person Info. Scroll down to the Email Addresses section. Click their recovery email address to go to the Recover Account page. Check the Verify you are human box if unchecked, and click Send. If their new password does not work in the NetID website, Select Menu > Person Admin > Logs and verify that the password was successfully changed (in midPoint). Select Menu > Person Admin > Active Directory and verify that the password was updated in Active Directory. If not, select Menu > Person Admin > Reconcile Account and click Reconcile. Wait a few minutes and check Active Directory again. Have the client check that they are correctly typing their password. Suggest clicking the Show Password checkbox when changing the password in the NetID website, and the eye icon in the right side of the password box when entering the password in the single sign-on page. Suggest copying and pasting the password from a password manager or text editor when changing or entering the password. Outcome The client's password will be changed. The client will be able to log in to the NetID website and other CSU applications that use single sign-on. Related Articles How to verify a person's identity before providing NetID support How to support NetID email access How to support NetID expiration How Do I Recover My NetID Password NetID Administrator Roles and Permissions NetID Administration Acceptable Use NetID Troubleshooting Guide

Description: To protect the security and privacy of student and staff information and NetID accounts, it is important to take precautions verify a person's identity before providing NetID support. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Admissions, Registrar, Human Resources and Help Desk staff Prerequisites Become familiar with your unit's policies and procedures about verifying a person's identity. Become familiar with The Family Educational Rights and Privacy Act (FERPA) policy and take FERPA training if required by your unit. Instructions Verifying a person's identity entails asking the person to prove that they are who they claim to be. Request at least two factors of Personally Identifiable Information (PII), such as their CSU ID number, home address, and date of birth. If the client contact is in person or via a Teams or Zoom meeting, request display of their CSU ID card or government-issued ID card. If the client contact is through a non-CSU email address or a phone call and cannot present an ID, their identity must be verified through other factors. Verify that the factors match what is found in Admissions, Registrar or Human Resources systems. Only disclose necessary information from the client's NetID data to the client. If possible, instruct the client how to view their own NetID data instead. For example, people with active accounts can view their own information by selecting Menu > My Account > Show My Information. Outcome After verifying the person's identity, NetID admins can assist the client and look up the client's information that may help with troubleshooting. Select Menu > Admin > Person Search. Search by their name, CSU ID, NetID, or email address. Click their name in the search results to show their information, which includes sections for: Personal/Directory Data (including CSU ID and NetID) Affiliations and related data (including student, faculty, staff, and associate) NetID account (including Life Cycle State) Email Addresses (including official, activation and password recovery email) Related Articles How to support NetID activation How to support NetID password recovery How to support NetID email access How to support NetID expiration NetID Troubleshooting Guide

Description: NetID administrators must be aware of and comply with policies and procedures for NetID administration. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Prerequisites The staff member must have requested and been granted NetID Admin privileges. Instructions When logging in to the NetID website, new NetID administrators will be redirected to the NetID Administration Acceptable Use page. They must read and agree to comply with the statement by clicking the I Agree button before they can use any administrative pages in the Admin and Person Admin menus. If not, they will be redirected to the Acceptable Use page every time they log in until they click I Agree. This is the text of the statement: All NetID administrators must read this statement and review the NetID Admin FAQ and NetID FAQ before using administrative features of this website, which appear in the Admin and Person Admin menus. I must verify the identity of students and employees I support via phone or non-CSU email before disclosing or changing their data. I must use student and employee information for authorized activities only. I must not update or alter my own record (except through the My Account menu), the record of friends or family members, or the record of an employee I supervise, even if doing so would fall in the range of tasks routinely performed as part of my work assignment. I must not seek personal benefit or permit another to benefit personally by any confidential information which has come to me through my work assignment. I agree to follow the technology-related standards of Colorado State University (CSU) and I understand that misuse will result in the revocation of my access. Acceptable Use for Computing and Networking Resources Information Collection and Personal Records Privacy Section I of Information Technology Security I must not maintain personally identifiable student or employee information on a laptop, tablet, external drive or CD that is removed from the office. I must use my user ID and password properly. Even within a department or office, I will not share my user name and password combination. I will not write account numbers and passwords in documentation, memos, or other documents. I am responsible for any access logged against my username. I must log out of, or lock, my computer when I am not using it in order to prevent unauthorized access. I must know what information may be released, and to whom, following The Family Educational Rights and Privacy Act (FERPA) policy. I understand that using student and employee information in any non-university business way (e.g. personal mailings, academic status of friends, etc.) is unauthorized. I will immediately contact my supervisor when I become aware of unauthorized use of any kind. I have read this code and agree to comply with its stipulations. Violation of this code will be referred to the VP of IT and CIO and the appropriate University authority and may lead to corrective action consistent with the general personnel policies of the University. The access I am requesting is for my use in performing my job duties and responsibilities. I agree that my user ID and password will not be shared, and I am responsible for any accesses logged against my account. In using my access to University systems, I will follow University policies and procedures. I understand that misuse will result in revocation of my access without notice and may be subject to legal action. Outcome The Acceptable Use page will show a success message. The NetID administrator will be redirected to the Person Search page by default after NetID login using Menu > Log In. NetID administrators should periodically review the page to assure continued compliance with CSU policies. The page will show the date and time that you accepted the statement. Related Articles NetID Administrator Roles and Permissions How to Request NetID Administrator Access

Description: NetID administrators are CSU faculty and staff whose job duties require them to support CSU faculty, staff and students in using the NetID website, including to activate their NetID, change or recover their NetID password, change their email alias, and view their NetID information. Applicable to: Fort Collins and Pueblo staff who are NetID administrators Prerequisites NetID administrators must be staff members. Student hourly employees working for IT departments and other temporary employees may only have read only NetID admin access. All NetID administrators must read, regularly review, and comply with the NetID Administration Acceptable Use statement. NetID Administrator Actions, Roles and Permissions Read Only Admins can search and view person information, lists of admins and service accounts, logs, and reports, but they cannot make any changes. Activation Email Admins can also add and remove NetID activation email addresses. Help Desk Admins can also add and remove NetID password recovery email addresses and reconcile accounts. This is usually the appropriate role for Human Resources staff. Partial Admins can also update email aliases, reset NetID passwords, and manually disable accounts. This role is more limited and generally reserved for supervisors. Full Admins can also extend, reactivate and deactivate NetIDs, and add and remove administrators, service accounts, and admin and service account requesters. This role is limited to Identity and Access Management staff. The table below has a complete list of authorized actions for each admin role. Permitted Actions Menu Admin Roles Full Partial Help Desk Read Only Acti­vation Email Bulk Acti­vate Admin Requester Service Account Requester Person Search, Advanced Search, MidPoint Search Admin Yes Yes Yes Yes Yes No No No View NetID Administrators Admin Yes Yes Yes Yes Yes No No No Request NetID Administrator Privileges Admin Yes No No No No No Yes No Add/Remove NetID Administrators Admin Yes No No No No No No No Search/List NetID Service Accounts Admin Yes Yes Yes Yes Yes No No Yes Request NetID Service Accounts Admin Yes No No No No No No Yes Add/Remove NetID Service Accounts Admin Yes No No No No No No No View System Status Admin Yes Yes Yes Yes Yes No No No Bulk Activate Extended Studies Students Admin Yes No No No No Yes No No Bulk Password Reset Admin Yes Yes No No No No No No View Usage Statistics and User Statistics Admin Yes Yes Yes Yes Yes No No No View Logs Admin Yes Yes Yes Yes Yes No No No Agree to NetID Admin Acceptable Use Statement Admin Yes Yes Yes Yes Yes Yes Yes Yes View Person Info Person Admin Yes Yes Yes Yes Yes No No No View Preferred First Name Person Admin Yes Yes Yes Yes Yes No No No Update Preferred First Name Person Admin Yes No No No No No No No View Email Alias Person Admin Yes Yes Yes Yes Yes No No No Update Email Alias Person Admin Yes Yes No No No No No No Add, Remove Activation Emails Person Admin Yes Yes Yes No Yes No No No Add, Remove Recovery Emails Person Admin Yes Yes Yes No No No No No View Duo Devices Person Admin Yes Yes Yes Yes Yes No No No View Directory Display Person Admin Yes Yes Yes Yes Yes No No No View Service Accounts Person Admin Yes Yes Yes Yes Yes No No Yes Reconcile Account Person Admin Yes Yes Yes No No No No No Reset Password Person Admin Yes Yes No No No No No No Disable Account Person Admin Yes Yes No No No No No No Extend Expiration, Reactivate, Deactivate Account Person Admin Yes No No No No No No No View MidPoint, LDAP, AD, M365 Accounts Person Admin Yes Yes Yes Yes Yes No No No View Logs Person Admin Yes Yes Yes Yes Yes No No No How to view NetID administrators and their roles NetID administrators and their roles are visible to other NetID administrators. When logged in to the NetID website, your own NetID admin role is shown near the top of each page after your name, email, CSU ID and NetID. To view any NetID administrator roles for another person, Select Menu > Admin > Person Search. Search for a person by name, email, CSU ID, or NetID, and click their name to view their information. Scroll down to the Affiliations section and look for NetID Admin Roles. To view a list of all NetID administrators and their roles, Select Menu > Admin > NetID Administrators. Search by Admin or Requester NetID, or filter by department name or code, campus, and/or admin role. Click Search. You can use the Further results box to further refine your search, if needed. Related Articles How to request NetID Administrator access NetID Administration Acceptable Use

NetID IT and Admin Resources NetID is the Colorado State University System electronic identity for students, faculty, and staff. NetID replaced CSU Fort Collins eIDs and CSU Pueblo eAccounts and is now used at both universities. NetID was introduced to CSU Fort Collins in July 2022 and fully implemented in July 2023. It has also been fully adopted by CSU Pueblo. The resources on this page have been compiled to inform IT and administrative professionals of the changes for users, data, and administrative features with NetID. For general information, see What is My NetID. Applicable to: CSU System, Fort Collins, Pueblo, Spur IT, CITAC, staff Secondary eIDs migrated to Service Accounts In May, 2023, Secondary eIDs were migrated to NetID service accounts. A NetID service account is a CSU NetID that is owned by a department. To view your existing service accounts, log in to the CSU System NetID website and go to Admin/Service Accounts. For more information, including how to request a new service account, see NetID Service Accounts Administrative Access NetID administrative access is recommended for those who are responsible for supporting students, faculty, and staff in creating or managing their NetID. For more information, see NetID Administration. Note that these resources are designed for NetID Administrators only. Who should have NetID admin access? You need NetID admin access if you are responsible for supporting CSU faculty, staff and students in using the NetID website, including to activate their NetID, change or recover their NetID password, change their email alias, or access their NetID information. Student hourly employees working for IT departments should only have read-only NetID admin access. Can NetID admins change someone else's NetID password? NetID admin roles cannot change someone else’s password to a specific value. Partial admins can reset the password to a random value for a compromised account. On the NetID website, users can change their own password using the View/Update menu > Change Password. Or they can recover their password using the Recover Password tools using their non-CSU recovery email address, which they provided when they activated their NetID account. Forgotten password help questions and answers are not used by the CSU System NetID website. See How do I Recover My NetID Password for more instructions If a user’s account does not have a functional recovery email address, Help Desk and Partial admins can add a recovery email address to a user account after verifying the user’s identity. Related Articles NetID Administration

Description Users often reach out to the Help Desk when they are unable to access resources. These requests often come in with as little detail as "I can't log in," but can vary greatly. To best help end users resolve their access issues in a timely manner, it is important that Freshservice Agents take the time to fully understand the situation and collect information about the scenario. Access and log in issues could be the responsibility of one or multiple campus departments, and can be caused by many different underlying causes. Please review this article to understand how to best address questions about access issues for CSU System resources. Applicable to: Help Desk staff IT staff, Distributed IT CSU Fort Collins, CSU Pueblo, CSU System IT Prerequisites None Administrative access to NetID Admin is helpful for troubleshooting Instructions Please be sure to collect information from the user as outlined below and take the following initial troubleshooting steps. A Canned Response is available to prompt these questions for the user. Please edit it as needed to account for information the user has already provided. Questions for the User What system are you trying to log into? Provide the following: System name Access URL/link/web address Screenshot of the error message you see after failing to log in Have you ever been able to log into this system before? Are you able to log into NetID Self-Service? https://netid.colostate.edu/login.aspx Use your CSU credentials in this format: NetID CSU System password Troubleshooting Items for Freshservice Agents User is using correct username & password NetID for SSO systems NetID@colostate.edu for M365 services If resource requires a VPN or campus connection, user is connected before attempting to access resource That the user's lifecycle state is listed as Active in NetID Admin. That the user’s password is not expired. When to Elevate Ticket to Tier 2 User has confirmed using correct username & password User has confirmed connected to VPN/Campus (if required) User has provided system name, url, screenshot(s) of error(s) User has confirmed if can/cannot log into NetID Self-service https://netid.colostate.edu/login.aspx Outcome After completing data collection and troubleshooting items, tickets may be able to be closed out or might require elevation. Related Articles Canned Response -- NetID Help: User Cannot Log In - Questions for User