How do I know if my account is active? What is my username?

• You can check the status of your account through the account info service as long as you have a Finnish bank account. From here you can see the status of your account, your username, when your password was last set and the active MFA method.
• If you do not have a Finnish bank account, contact us at: ict@oulu.fi.

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My password isn’t working, how do I get a new one?

• You can set a new password through our password service, as long as you have a Finnish bank account, by selecting the option I don’t know my password.
• Check the requirements for a good and working password here.
• If you do not have a Finnish bank account, contact us at: ict@oulu.fi.

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I can’t connect to eduroam / owlan

• Right-click on the network and select Forget.
• Now reconnect and enter your credentials if necessary. When connecting to Eduroam, remember the @student.oulu.fi / @students.oamk.fi / @univ.yo.oulu.fi / @oamk.fi suffix.

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I cannot see my courses in Moodle

• After your first log in wait about two hours, if your course still isn’t visible, contact your teacher or moodle@oulu.fi.

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EXAM sign in

• University members log in to EXAM with a short form of the username (username only).
• OUAS members log in to EXAM with the long form of the account (username@students.oamk.fi / username@oamk.fi), if you had an OUAS account before the migration in spring 2024, use the old username when logging in.
• If your password contains special characters, you won’t be able to sign in. In this case, change your password.

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My computer does not work with presentation technology in lecture halls or meeting rooms, what can I do?

• Make sure you have the DisplayLink Graphics driver installed on your machine. The driver in can be installed through the Company Portal / Software Center.
• If DisplayLink Graphics is already installed or installing it did not help, restart the machine or try the battery reset.
• More detailed troubleshooting instructions can be found here.

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VPN problem solving

• Always make sure that the computer has a working network connection first. VPN connection requires an internet connection to work.
• Restart your computer.
• Make sure the drivers are up to date.
• FortiClient: Make sure you have selected the organization correctly. Uncheck Auto Connect, this can cause issues occasionally.
• OpenVPN: Try creating a new configuration. University configuration, OUAS configuration.

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Authenticator problem solving

• The device has changed and the Authenticator code is not being sent to the new device.
  • If you can log in to Microsoft’s security information, visit it to set up your new device and remove the old one.
  • If you are asked for Authenticator confirmation when logging in and you do not have a secondary authentication method set up, please add your phone number as a secondary authentication method here.
  • After adding it, log in to your security information again, and in the authentication phase, select “I can’t use Authenticator right now“.

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Printing problems

• (Staff) If the printer is not visible on your computer, first make sure that you are in the university’s network either through Eduroam or Owlan.
• Print queues can be added from the Company Portal by installing the University Printers package.
• You log in to the printer in account@univ or account@student format, depending on whether you are a staff member or a student. If your password contains special characters, you may not be able to log in. In that case, changing your password can help.
• (Students) You can buy printing credit here.
• If you receive an error message “Missing email address“ when purchasing, please contact Canon Support canon@oulu.fi.
• Further instructions for printing.

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Home directory or other network drives

• You can see the path to your home directory through the account info service or you can ask about it from ict@oulu.fi
  1. To map a network drive open File Explorer.
  2. On the sidebar on the left, right click on This PC.
  3. Click on Map network drive…
  4. In the Drive field select a letter for the drive.
  5. In the Folder field, input the directory path.
  6. Press Finish.
•  More detailed instruction: students instructions, staff instructions.

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I need a computer, mobile phone, HDMI cable or other IT peripheral, where can I get these?

• You can order what you need through Netox.
• Acquisition instructions: University Acquisition Guide, Oulu University of Applied Sciences Acquisition Guide

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My computer is slow, programs are freezing, audio problems, and peripherals aren’t working – what can I do?

• Restart your computer.
• (For staff using Lenovo laptops) Try performing a battery reset:
  1. Shut down the computer and disconnect all external cables and the power cord.
  2. Turn the computer upside down.
  3. Locate the small round hole on the bottom.
  4. Use a paperclip or similar thin pointed object to gently press into the hole until you feel the button at the bottom being pressed.
  5. Hold the button for about 15 seconds.
  6. Restart the computer.
• (For staff devices) You can install the latest device drivers using the Lenovo System Update program. Driver updates especially helps to resolve audio and peripheral related issues.
  1. You can install System Update via the Company Portal or Software Center without admin rights.
  2. Once installed, open the program and select Get new updates from the panel on the left.
  3. Select all updates listed under the Critical and Recommended sections. Be prepared to restart your computer during the update process. After each restart, check System Update again to ensure all available updates have been successfully installed.

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How do I get access to the program I need?

• On a staff computer, you can install certain programs without administrator rights from the computer’s Company Portal or Software Center service
• You can access a number of licensed programs through our AVD Remote Desktop.
  1. Open your browser and go to: https://windows365.microsoft.com/ent#
  2. Log in to the service with your M365 ID (username@student.oulu.fi, username@univ.yo.oulu.fi, username@students.oamk.fi or username@oamk.fi)
  3. Double-click the Student Desktop.
  4. Remember to log out when you’re done, just closing the browser window isn’t enough to free up your desktop for others to use.
• Other remote desktop services (Jalava, Lehmus).
• On staff computers with Company Portal, it is also possible to take advantage of Microsoft EPM.
  1. Right-click on the installation file.
  2. Select Run with elevated access.
  3. Send the request with a clear justification to ICT.
  4. When the request is approved, you will receive a desktop notification and can complete the installation via the same Run with elevated access.
• In other cases, please contact us: by e-mail ict@oulu.fi or by phone 0294 483 124.

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At the end of employment

• At the end of the employment, the work computer and phone must be returned, unless otherwise agreed with the unit.
• The work machine can be returned directly to Netox, unless it is an old leasing machine (Written on the sticker on the laptop’s cover).
• You can return your work phone to our service point in room TH109 (Linnanmaa).
• The work phone must be restored to factory settings.

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My staff computer still has Windows 10, where can I install Windows 11 instead?

• The Windows 11 update can be found in the Operating Systems tab of the Software Center.
• Note! If there is no update available, your device is probably not compatible with Windows 11. At this point, it is time to order a new machine.
• Read the acquisition instructions: University Acquisition Guide, Oulu University of Applied Sciences Acquisition Guide

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My IT problem was not solved with these, where can I get help?

• You can contact us by email at ict@oulu.fi or by phone at 0294 483 124.
• There is also an ICT service point on the Linnanmaa campus in room TH109. The service point is open from 9 a.m. to 1 p.m. You can find the exceptional timetables here.

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