Help Desk

The Service Desk is the primary point of contact for District employees who have questions or problems related to utilization of District computers. Our objective is to provide employees with a contact for whatever issue they have, and a resolution to the issue on the first call.

• Service Desk staff are "generalists," who have a basic understanding of all areas in Information Services. 
• Issues that cannot be resolved on the first call will be referred to the appropriate I.S. staff. 
• The Service Desk will develop and maintain Service Desk documentation that will promote problem resolution on the first call.
• The Service Desk will assist in the development and teaching of classes offered by Information Services.

Service Desk Staffing

The Service Desk is staffed by two IT Technicians: Gary Schneider and Devin Griffith.

Contacting the Service Desk

The Service Desk can be reached at (714) 808-4849 or ishelpdesk@nocccd.edu. 
When possible, Service Desk personnel will answer questions directly.

User Support

• General Troubleshooting Guide
• myGateway Login Guide
• myGateway Troubleshooting Guide
• How to Connect to Staff Wi-Fi 
• Training Materials
• Passwords
  • Your Banner password needs to be changed every 90 days. It can be changed more often if you wish to do so. If a password has not been changed in 60 days, you will get a reminder notice each time you sign into Banner. If you do not change the password before the 90 day period is over, the password will expire.  As long as you know your password, you'll get an opportunity to change it.
  • If you don't know your password, or have locked your account, please email issecurity@nocccd.edu
  • Your password will become disabled if you enter the password incorrectly 3 times in sequence. Once a password has been used, you cannot use it again. A password must be at least six (6) characters or more in length with one (1) character being a number and one a letter.
    
    To change a password, sign into Banner and enter in GUAPSWD in the Direct Access box. There is also an option on the main menu of Banner.  Once there:
    Enter your CURRENT password in the "Oracle Password" field.
    Press [tab]
    Enter in your NEW password
    Press [tab]
    Verify your NEW password by entering it again.
    Click on OK.
    You have now changed your password!
    
    
  • A Few Tips on Selecting Passwords
    Passwords are used to help protect data integrity. Therefore, when you are selecting a password you want to keep in mind the following:
    • Do not use words that are easy to figure out, such as your spouse's name or children's names, your favorite author or musician, etc.
    • Do not use dates such as births, anniversaries, etc.
    • Do make it something that is easily remembered
    • Use something that only you may know, such as your first pet's name, the street name that you grew up on, etc.
    • Use a combination of alpha and numeric characters. Example: hugs4me
    • You can even use a combination of two totally random words and a number. Example: home8work
    • Change your password every 90 days!
    • One other note on Banner passwords:
      If you change your password for the PROD_DB database, it does not mean that your password was changed for all Banner databases! Each database is a separate database. Therefore, you will need to change your password in all other databases.

Now you know everything there is to know about changing passwords! Have fun coming up with a suitable password for yourself.

Banner and Oracle Common Error Messages

Does Banner sometimes do things you don't expect? It happens to us here in Information Services, too. However, there are a few hints that may help you before you need to call to the Help Desk.

Always check the Auto Hint Line which appears at the bottom of the screen. If you don't get the results you expect, it usually tells you the reason.

Problem: You are searching for a student named Dominguez and the following message displays on the Auto Hint Line:

FRM-40301:Query caused no records to be retrieved. Re-enter.
  Record 1/1

Solution: This message is telling you that there are no records matching the information you put in the search screen.

Some of the reasons could be:

• Banner is case sensitive.
  If you searched for dominguez instead of Dominguez, you probably won't find it. If you search for pfe instead of PFE (Partnership for Excellence), it won't be found.
• There simply are no records that meet the criteria you specified.
• You made a typing error, i.e., Domingues. Correct and retry.

Then there are the Oracle Errors:

These are more serious and are not the result of operator error. Some examples are:
ORA-03114. Post form trigger raised - unhandled exception.

FRM-40735: PRE-UPDATE trigger raised unhandled exception ORA-01031. Record 1/1

What to do:

• Write down the error and what form you were using when it occurred.
• Click on Help (from pull-down menu), then click on Display Error. This will contain detailed information that will assist IS in trouble-shooting the problem. The message displayed has a top portion which contains code, but the bottom is more explicit, such as "Insufficient privileges." That message means you have a query, but you do not have update capabilities to the form you just used.

Since these errors are frequently lengthy:

• Do a screen shot, by pressing the "Print Screen" key while the error message dialog box displays. This copies it to the clipboard.
• Open your word processing program and paste the clipboard to the screen. Now you can save the message as a document and send it in an email to ishelpdesk@nocccd.edu.