Help Desk

For Students using MyUCSC

Alert: It is important to update your emergency contact information

Please click this link to get started
Download instructions on updating your Emergency Contact Information (pdf)

How to request Help

Send an email message to help@ucsc.edu.

Important! For the fastest service, please include the following in your email:

• In the subject line of the email, specify faculty, staff, student, or former student
• In the body of your message include a detailed description of the problem
• Include your full name
• Include a phone number where you can be reached
• Include the User ID you use to sign into AIS or MyUCSC

Your request will be entered into the AIS help system and a help desk specialist will contact you as soon as possible. Response time may be delayed due to a high volume of requests or lack of sufficient information.

Important Browser and Operating System Information!

Browser Recommendations

Operating System Recommendations

Macintosh - For optimal performance, users should be running OS X 10.3. AIS will function adequately under classic and earlier versions of OS X.

PC - Users can run NT 4.0, Windows 2000, or XP

FAQs

1. I keep getting signed off. What is going on?

2. I keep getting the error message "Your session has expired" or "Your session has timed out" even when I have just logged in. What does this mean?

3. I get an error saying bea.jolt.ApplicationException:. What does this mean?

4. I can't access Teleslug to see my former grades and evaluations. What happened?

5. I'm having problems enrolling in my classes. Who do I contact?

6. Why am I getting an error when I use Forgot Your Password?

7. I lost /forgot my User ID. Where can I get it?

8. I emailed a request for my password and never got a response. What happened?

9. I get the error message "Document contains no data" when I'm trying to log in at home. What do I do?

10. I get a PeopleSoft Error message. What should I do?

11. I have applied to graduate and my degree progress report doesn't contain the transfer and test credit from other institutions. What Happened?

12. How do I update my emergency contact information?

13. I am an applicant for Fall 06/07 letter from UCSC to check the status of my application / financial aid online. I do not have a login, how do I obtain one?

14. How can I print a weekly schedule of classes from MyUCSC?  The “My Weekly Schedule” of classes report in MyUCSC does not have a print button. If I print the report using the browsers File, Print menu command the entire browser page is printed including the page header and navigation menu. How can I print a report that contains only my weekly schedule of classes from MyUCSC?

FAQs

1) Q. I keep getting signed off. What is going on?

A. Several things may be happening:

1) You are using a Macintosh and not using the recommended browser. Recommended browsers

2) You do not have the correct Date /Time settings. You must reset your clock, even if the right time is displayed! Instructions are available for Windows and Macintosh users.

3)You need to clear the browser cache and cookies:

Windows Users - Clearing cache and cookies on Internet Explorer:

1. On the Tools menu, choose Internet Options
2. Click the General tab
3. In the Temporary Internet files section, click Delete Cookies
4. Click OK to confirm
5. Click Delete Files
6. Click the check box for Delete offline content
7. Click OK to confirm
8. Click OK again to save changes and close the Internet Options window.
9. On the File menu, choose Close, or click the X in the upper right of the window, to shut down the browser
10. Restart the browser

Macintosh Users - Clearing cache and cookies in Firefox:

1. On the Firefox menu, choose Preferences
2. Click Privacy
3. Next to Cookies, click Clear
4. Next to Cache, click Clear
5. Click OK to save the changes
6. On the Firefox menu, choose Quit Firefox
7. Restart the browser

Macintosh Users - Clearing cache and cookies in Mozilla / Netscape 7.2:

1. On the Mozilla / Netscape menu, choose Preferences
2. In the Category list, click the right arrow to the left of Privacy and Security
3. Click Cookies
4. Click the Cookie Manager button
5. Click Remove All Cookies.
6. Click OK to confirm, then click Close
7. Scroll down in the Category list and click the right arrow to the left of Advanced
8. Click Cache
9. Click Clear Cache
10. Click OK to save the changes
11. On the Mozilla menu, choose Quit Mozilla
12. Restart the browser

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3) Q. I get an error -- "bea.jolt.ApplicationException:". What does this mean?

A. This error means that either the User ID or the password you entered is incorrect. Please be sure you are entering the correct User ID with the leading upper case W.
Please send a request for a password reset or use the Forgot Your Password link (if you set up a Password Hint).

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4) Q. As a former student, I can't access Teleslug to see my former grades and evaluations. What happened?

A. With the introduction of AIS, grades and evaluations are no longer available to former students via the student portal.

To order UCSC transcripts, please visit the Registrar's site at http://reg.ucsc.edu/students/ordering.htm. Information and instructions can be found there.

Please contact the Office of the Registrar at registrar@ucsc.edu or by calling (831) 459-4412 if you need help ordering transcripts.

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5) Q. I'm having problems enrolling in my classes. Who do I contact?

A. Click here

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6) Q. Why am I getting an error when I use Forgot Your Password?

A. If you get this error, "A new password cannot be sent to the user (48, 224)", it means you have not set up a Forgot Your Password hint. The Forgot Your Password feature will not work without the hint. Once you have access, set up the Forgot Your Password hint by following these steps:

1. Sign in to my.ucsc.edu
2. In the left pane, click Personal Info and Options
3. Click Change Password
4. Click Change or set up forgotten password help
5. Create your own Question and a Response, OR
6. Click the magnifying glass on the right to use a default question
7. Click OK to save

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7) Q. I lost /forgot my User ID, where can I get it?

A. Your Student ID is located on your new Student ID card. There is a series of numbers along the front side of the card. Find the seven digit number beginning with a '1' or a '0'. That is your Student ID number. Your User ID is this number preceded by an uppercase 'W'. For example, if your Student ID number is 1000001, your User ID is W1000001. If you still need assistance, send an email help request.

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8) Q. I emailed a request for my password and never got a response. What happened?

A. Please see the alert regarding our email correspondence policy. Please do not request that we send passwords or User IDs to your external account (i.e., hotmail, yahoo, etc.).

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9) Q. I get the error message "Document contains no data" when I'm trying to log in at home. What do I do?

A. First try clearing the browser's cache and cookies (see # 1- above- for directions). If you still receive the message, your home router may be configured in a way that blocks the data flow. Contact your internet service provider or your department's computer coordinator for assistance in reconfiguring the router or security setting on your computer.

10) Q. I get a PeopleSoft Error message. What should I do?

A. First try clearing the browser's cache and cookies (see # 1- above- for directions). If you still receive the message, your home router may be configured in a way that blocks the data flow. Contact your internet service provider or your department's computer coordinator for assistance in reconfiguring the router or security setting on your computer.

User ID / Password

Sign in to MyUCSC here: http://my.ucsc.edu. If you need your User ID and Password, send a request for instructions.

Current Addresses
Be sure to keep your addresses current. Important mail may be coming your way! You can do this by logging into my.ucsc.edu and selecting Personal Information. Submenus will appear that will allow you to change your Address, Phone, and Email information. If you need further help on this, send a help request.

Enrolling

If you are having difficulty Adding, Dropping, or Swapping classes, please visit the instructions on the Registrar's web site at http://reg.ucsc.edu/Faqs/index.htm. If you need additional help call (831) 459-3939 (Enrollment Help Line) or send an email to registrar@ucsc.edu.

Permission Numbers

Permission numbers are issued by the individual departments on campus. Contact the appropriate instructor or department to request a permission number to enroll in a class. Distribution of permission numbers is subject to department and / or instructor discretion.

Prerequisites Not Met

Review the prerequisites in the UCSC Schedule of Classes. If there is still a perceived problem, first check with your academic preceptor. If you still have questions or issues, contact the Enrollment Help Line at (831) 459-3939 or send an email to registrar@ucsc.edu. (You must provide your User ID and the course information in the email.)

Email

Email Alert!

All correspondence from AIS is sent to your UCSC issued email address (ImaStudent@ucsc.edu).

You can check your email from any computer by going to https://cruzmail.ucsc.edu. Please read instructions below if you forgot how to access your UCSC email account.

If you have requested assistance, please check your UCSC email account for the response.

If you have forgotten your UCSC email address and/or password, please contact the ITS Help Desk by phone at (831) 459-HELP. If you prefer to contact the ITS Help Desk via email send your request to the following address: help@ucsc.edu. Please include the following infomation:

• Your User ID
• Your first, middle, and last names

You do have the option of automatically forwarding your email to a different account.

To set up forwarding, please go to https://webmaint.ucsc.edu/its/cgi-bin/chpobox

Former Students

With the introduction of AIS, grades, evaluations, and other personal information are not available to former students through the portal. To order UCSC transcripts go to http://reg.ucsc.edu/students/ordering.htm. Additional information and instructions can be found there. If you need assistance ordering transcripts contact the Office of the Registrar at registrar@ucsc.edu or by calling (831) 459-4412.

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