Student Password Reset

Owned by Shawn Richter
Apr 13, 2021
2 min read

When a student calls/emails saying that their information to login is not working properly:

  • Confirm that they have tried logging into Lancermail, Blackboard, and InsideCBU.

  • Confirm with the student that they are using their ID# as their username

  • Ask the student if they have tried logging in using a different internet browser

  • Look up Students Account to ensure it is still active. 

    • If the account is disabled, leave disabled until you get in contact with the student.

    • If the student has never received their login information, you will need to transfer them to their admissions counselor

      • If the student does not know who their admissions counselor is, transfer them to extension 4212 to be directed to the appropriate counselor

    • If they are experiencing issues with only Blackboard, traditional students need to speak with Keith Castillo, Online and Professional Studies Students need to speak with Joseph Cameron.

    • If they have not logged on for an excessive amount of time, check the “Blackboard Support Portal” to ensure that they still have an account. 

If the above suggestions do not work

  • Send this information to the student or tell them how they may obtain the instructions by guiding them to the location on InsideCBU. This information can be found on InsideCBU under the “Home” tab under the “Password Change” link.



To Change Your (Forgotten) Password over the Phone

 

If you can't get to the Helpdesk in person and you haven't set up your hint questions yet, we can reset your password over the phone.



Fax or email a copy of your valid government photo ID or CBU ID card to 951-343-4575 or helpdesk@calbaptist.edu

  • Include the following statement with your fax or email: “I, [insert name], am requesting assistance with a CBU password reset over the phone. I certify that I am the individual identified in the supplied CBU ID card or government photo ID.”
    Please include a number where we can reach you.

    Call the Helpdesk at 951-343-4444 during normal business hours. (We're open Monday through Thursday 8am – 6pm and Friday 8am to 5pm.)

    Any personal information that you provide will be not be transmitted to any third parties but will be used to reset your password only. All personal information transmitted by you will be destroyed immediately upon reset of your password.



Once the student responds with the appropriate information:



  1. Verify their ID and call back to complete the password reset over the phone

    1. Open the password reset portal to complete the process

    2. Login with the hdesk password

    3. Enter the student ID# in the search field 

    4. Select the appropriate individual 

    5. Select the “Change Password” option

    6. Password must include: At least 8 characters, uppercase, lowercase, number and symbol

  2. Create a Ticket

**Quick Request in Service Pro**

Queue: Student Ticketing 

Category: Student Logon Support

Requester: STUDENT

Title: Password Reset: Student’s Name – ID#

Memo: Include the student’s name, ID#, and contact information. If you were able to complete the password reset then enter a memo according to what has been accomplished and close the ticket.  If not, then leave the ticket in the student ticketing queue with the appropriate memo describing actions to this point. 



NOTE: The student should be contacted to reset their password within one hour after receiving their information. Any emails or documentation containing this information should be deleted or shredded.