FAQ's

 

FAQs

  • Emails are not showing up in my ASU Gmail:

    • Please log into your MyASU and select the "Profile" tab at the top of the screen. From there, you should see an option to click "Email Addresses," and you'll be able to verify whether or not your emails are currently being forwarded elsewhere and therefore are not appearing in your @asu.edu gmail inbox. There should be an option that says "Manage your email address" under the Email option, again, accessible from the Profile tab. Please set it to where you are utilizing @asu.edu and not forwarding those emails elsewhere. If this does not correct the issue you are encountering, please contact the Experience Center for IT assistance at 1-855-278-5080. 

  • My Respondus/RP Now/Proctored exam software is not working:

    • Please contact the Experience Center for IT assistance at 1-855-278-5080.

  • My Canvas Course Discussion/Module/Assignment is not appearing/working:

    • Please make sure you're in a supported browser like Chrome or Firefox (not Safari or Microsoft Edge as they are outdated and tend to have compatibility errors), clear your cache and cookies, and ensure you are not utilizing a mobile device or iPad. If, after these steps, you continue to experience course platform glitches, please contact the Experience Center for IT assistance at 1-855-278-5080.

  • I cannot login to wifi despite having credentials/I am uncredentialed and trying to log into guest wifi, but the system will not allow me:

    • To utilize ASU wifi (as opposed to guest wifi), you must: 

      • Be an active student or employee 

      • Ensure you are using the same password as MyASU

      • Ensure your ASURITE User ID is typed in all lowercase, as the wifi login is case-sensitive. 

      • Verify your password is not outdated or out of sync with your device.

    • If you are unable to navigate the ASU Guest Portal to log into guest wifi, please contact the Experience Center directly for assistance at 1-855-278-5080.

  • I want an ASURITE ID/How do I retrieve ASURITE login credentials?

    • Those eligible for an ASURITE ID include students, faculty, staff, and some third-party vendors. If you do not fall into any of these categories, but wish to request an ASURITE ID, you may contact the Experience Center directly for assistance at 1-855-278-5080. Please note that you may not be assigned an ASURITE ID if you are unable to meet any of the above eligibility criteria.

    • If you are a recently hired staff member or student who has fully submitted their application, please wait 48 hours. You should be receiving an activation email that allows you to retrieve your login credentials. If you do not receive this email:

      • Students can contact the Experience Center at 1-855-278-5080 for activation assistance.

      • New hires must contact their hiring manager/department head to confirm that their credentials have been inputted in the system. If the department has yet to submit your credentials, the Experience Center will not be able to assist further. 

  • My Canvas course has not appeared yet/I cannot access my course:

    • Canvas courses are not available for student access until, at the earliest, two days prior to the start of the course. However, many professors choose not to publish their course early, and will wait until the day-of. If you are seeking an exact date, please email your professors directly. You can locate contact information for your professors using iSearch.

    • Additionally, it takes 24 hours of system processing time for students to be able to access a newly added course. Classes added will not be accessible same-day, and there is no way to expedite system processing time from the Experience Center’s end. Students should be able to access their courses around the 24 hour mark post-enrollment.

    • If you: 

      • Registered for a class more than 24 hours ago;

      • The class was supposed to begin today;

      • Your MyASU & Canvas page still do not allow you to access the course;

You would need to contact your instructor directly to investigate if this is an issue with your account specifically, or if the class as a whole is experiencing this problem.

The Experience Center cannot open a course on a professor’s behalf, as it is completely under their jurisdiction. Contacting your professor is the best course of action in the above scenario. You can find any professor's contact information through iSearch. You can also click on your professor's name within the "My Classes" box on the MyASU Portal to be directed straight to their contact page.

  • The system will not allow me to add/drop a class:

    • Students can usually drop or add a class on their own by clicking the Drop/Add button on their MyASU Portal. However, there is a deadline after which a student cannot manually un-enroll themselves, and must instead contact the college in ownership of the class to drop it. Students can check the “Last Day to Register or Drop/Add Without College Approval” date for the session they are enrolled in here

      • Students can locate which college owns their course by searching for the course in ASU’s Class Search, clicking on the class, then clicking “Full Details.” In the Full Details section, the college in ownership of the course will be listed. All Colleges through ASU have public contact numbers, and can be reached between 8:00 AM and 5:00 PM, MST. They can assist students in an override to be un-enrolled. 

    • If the class you are trying to drop is the only class you are currently taking, it must be processed as a “session withdrawal” as opposed to a “drop.” In that scenario, instead of contacting the college in ownership of the course, you must reach out to your Academic Advisor. They can approve and process your session withdrawal — the Experience Center cannot. 

      • Your degree's academic advising team will be on your MyASU Portal. There is a blue “Academic Advising” button beneath the name of your degree, on the right-hand side of the page. If you click it, a drop down menu will appear showing names, contact info, or a "Schedule an Appointment" button for your specific advising office.