QUESTIONS

1. My Web browser does not support the minimum requirements for using this site. What should I do?
2. The message "JavaScript is not active on your machine. Please reactivate JavaScript and reload this page" appeared as a warning. How do I activate JavaScript?
3. I am stuck and cannot activate my e-ID. What should I do?
4. What is my JMU electronic ID (e-ID)?
5.  What is a secret question?
6. I forgot my e-ID password. What should I do?
7. I forgot my JMU Live@edu "dukes" e-mail password. What should I do?
8. I get the message "Access Denied" when trying to access the Math Placement exam.  Why?
9. I am trying to login into the Math Placement exam and can't. What should I do?
10. I've activated my e-ID, but now when I try to log in to other JMU One Book websites that require my e-ID, it states my access is denied.
11. How do I find out my student ID number to log into the Foreign Language Placement exam (First Year & Transfer students) and/or the GWRTC 103 Writing Waiver Exam (Transfer students only)?
12. I'm having a problem that's not addressed here. How can I contact JMU to get additional help?

 ANSWERS

1. My Web browser does not support the minimum requirements for using the site. What should I do?
   
   

   The recommended browsers are listed at http://www.jmu.edu/computing/support/software/.  If your current browser does not meet the requirement, you may either:

   • Move to another computer with one of these web browsers, or
   • Download a different browser or update your current browser

   If you have additional questions, please contact the JMU Computing HelpDesk.

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2. The message "JavaScript is not active on your machine. Please reactivate JavaScript and reload this page" appeared as a warning. How do I activate JavaScript?
   
   

   Follow these instructions for activating JavaScript in your computer's browser.

   If you have additional questions, please contact the JMU Computing HelpDesk.

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3. I am stuck and cannot activate my JMU e-ID. What should I do?
   
   

   If your tuition deposit has not cleared our system, this would prevent you from activating your e-ID.   If mailing your deposit, please allow up to a week for processing. If paying by credit card or e-check, please allow 2-4 days.  If you have mailed your deposit and wish to check on your deposit status, contact the Orientation office at orientation@jmu.edu or (540) 568-1787. Orientation office hours: Monday - Friday 8 am- 5 pm

   To find out your e-ID and to see if your deposit has cleared, you can search for your name in the online "Campus Directory".  If you still are experiencing problems, please contact the JMU Computing HelpDesk.

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4. What is my JMU electronic ID (e-ID)?
   
   

   When you activate your JMU e-ID, the screen after you verify your last name and other personal data will state Welcome your e-ID.  If you did not see your e-ID when you were setting up your password, you can use the Campus Directory search to find the information (click on "Campus Directory" in the upper right-hand corner of the main JMU web http://www.jmu.edu  or directly at http://www.jmu.edu/directory/.

   If you still have questions, please contact  the JMU Computing HelpDesk.

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5. What is a secret question?
   
   

    A secret question is a way that you can reset your forgotten JMU electronic ID (e-ID) password without having to contact the JMU Computing HelpDesk.  If you find that you have forgotten your e-ID password, you can use your secret question to reset your password. Your secret question should be something that only you are likely to know the answer to, but the answer should be something that is obvious to you when prompted with your secret question.  A good question might be "What is my grandmother's middle name?" because your roommate and friends will likely not know this information.  You have the opportunity to create a secret question when you initially activate your e-ID.  You can also set a secret question any time after you activate your e-ID:  return to "Activate your JMU e-ID", select option "c: Log into the accounts portal using the form below", click on "e-ID password/Secret Question" in the left hand column, and then click the "Change my Secret Question" button.

   If you still have questions, please contact  the JMU Computing HelpDesk.

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6. I forgot my e-ID password. What should I do?
   
   

   If you set a secret question when you activated your e-ID, you may reset a forgotten or locked e-ID password by returning to the "Activate your JMU e-ID" step, and selecting "Reset a forgotten e-ID." If you did not set a secret question and have forgotten your e-ID password, please contact  the JMU Computing HelpDesk.

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7. I forgot my JMU Live@edu "dukes" e-mail password. What should I do?
   
   

   If you added password reset information for an alternate e-mail address or a mobile phone when you setup your e-mail account, simply click on “Forgot Your Password” below the password box on the email login screen
   
   If you did not setup this information or you still have a question, please contact the JMU Computing HelpDesk.

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8. I get the message "Access Denied" when trying to access the Math Placement exam.  Why?
   
   

   You received this message because you have already completed your Math exam or you are not eligible to take the exam at this time. If you think this is in error, please contact the General Education Department (540) 568-2852.

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9. I am trying to login into the Math Placement Exam and can't. What should I do?
   
   

   See question #10 to ensure your e-ID and browser settings are correct. If you still experience problems, please contact the General Education Department (540) 568-2852.

    

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10. I've activated my e-ID, but now when I try to log in to other JMU One Book websites that require my e-ID, it states my access is denied.
    
    

    Here are a few cautions to consider or steps you can take to resolve the problem:

    • Do not add anything after your e-ID, such as @dukes.jmu.edu, to log into JMU websites.  The only time you should add @dukes.jmu.edu after your e-ID is when logging into your JMU e-mail Live@edu "dukes" account. 
    • Clear your browser cache to clear stored data that may prevent logging into other sites and to improve speed and performance.
    •  Check to ensure you are typing in your correct e-ID.
    • Check to ensure you are using your e-ID password (not your Live@edu e-mail password). If you are unsure of your e-ID password, use your secret questionsecret question to reset your password and create a new one.
    • Try a different browser, such as IE, Firefox, or Safari and ensure you have the correct browser settings.

    If none of these hints resolve the issue, please contact the JMU HelpDesk.

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11. How do I find my student ID number to log into the Foreign Language Placement exam (First Year & Transfer students) and/or the GWRTC 103 Waiver Exam (Transfer students only)?
    
    

    Your student ID number is available in the following places:

    1. Admissions acceptance packet
    2. Admissions confirmation receipt of your deposit
    3. "Your Checklist" on both the Fall Transfer and First Year One Book Web sites

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12. I'm having a problem that's not addressed here. How can I contact JMU to get additional help?
    
    

    General JMU questions: Contact the Orientation office at orientation@jmu.edu or (540) 568-1787. Orientation office hours: Monday-Friday 8 a.m. 5 p.m.

    For computing problems: Contact  the JMU Computing HelpDesk.

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