Frequently Asked Questions

I get a message that says I have "exceeded the maximum number of attempts."
To resolve this issue please call 269-471-6016 (ITS Helpdesk) or email helpdesk@andrews.edu
I get a message that says I need to "correct or provide more information."
Make sure your birthdate is entered mm/dd/yyyy.
If you don't have a U.S. social security number leave the field blank.
I get a message that says my "username is already activated", but that is not correct.
Call 269-471-6016 (ITS Helpdesk) or email helpdesk@andrews.edu

To order a transcript, go to: GetMyTranscript.org. You will be directed to a National Student Clearinghouse website.

Where do I go to get to my Andrews email?

Students may sign-in to gmail.andrews.edu
Employees should visit the Microsoft Exchange resource or sign-in to exchange.andrews.edu

Why can't I access James White Library resources? It says I am "denied".

You must be fully registered for classes and a current student. Contact your academic department/program to verify that you are registered.
If you haven't already, activate your Andrews username.
See also, James White Library FAQ

How do I sign-in to LearningHub?

Go to: learninghub.andrews.edu and sign-in with your Andrews username and password.
If you haven't already, activate your Andrews username.

How do I connect to Andrews wifi?

Visit the Connecting to AU Wireless Networks page.

What can't I reset my password? I get a message saying "my email isn't on file."

Password Reset page looks for any non-Andrews email address you provided on your application or any other online or paper submission. If one exists, a reset link will be sent to it.
For additional help, contact the ITS Helpdesk.

Why won't my Apple devices connect to the au-secure wifi network?

If you're running macOS Sierra (Macbook/iMac/MacPro), you must be updated to 10.12.4 or higher to connect to au-secure.
If you're running an iOS device (iPhone/iPad), you must be updated to 10.3 or higher to connect au-secure.

How do I connect my gaming console to the Internet?