NetID Changes FAQ

Below are some of the more common questions that come up regarding changing passwords on NetID. For additional help regarding these questions and answers, and others that may not be covered in this FAQ, please call the Service Desk at (510) 885-4357 or email us at servicedesk@csueastbay.edu.

  1. What is happening with my NetID?
  2. Why is this change happening?
  3. What do I need to do with my NetID?
  4. Can't you just change my password or security question for me?
  5. Why do I need to change my security questions?
  6. What happens to my old security questions?
  7. How do I change my password?
  8. When I change my password, I get an error, what do I do?
  9. How do I activate my account?
  10. When I try to activate my account I get an error when I put in my NetID, what do I do?
  11. When I try to create my security questions and fill in the answers I get an error, what do I do?
  12. I’ve forgotten my NetID security questions, what do I do?
  13. Why are the Security Questions so personal?
  14. I’ve forgotten my NetID password, what do I do?
  15. I’ve forgotten my NetID, what do I do?
  16. Why do I need to give my personal email address?
  17. I don’t have a personal email address, what do I do?
  18. What is considered a personal email address?
  19. During activation it asks which email is my preference from a list. What if I don’t see any email address at all, or a list of emails I no longer use?
  20. I've activated my NetID with my horizon/CSUEB email account, or I haven't received my activation code via email. What do I do?
  21. As a student, why do I need two sets of security questions?
  22. I am a student but I also work for the University, do I need to change my password?
  23. How long does it take for my personal email address to show up as a "preferred email address", during the activation process, once I've entered it into MyCSUEB Portal?

1. What is happening with my NetID?

Your NetID will remain exactly the same. The password needs to be reset because behind the scenes, we’re moving your NetID information from one system to another; and since passwords are encrypted, they cannot be migrated over.

2. Why is this change happening?

The University’s identity management system that houses all NetIDs is being replaced with a newer platform that’s more secure and easier to manage; the old system is no longer supported and cannot be upgraded to current industry standards.

3. What do I need to do with my NetID?

You only need to change your password for your NetID if you are a student, starting (and not before) August 19, 2013. As you change your password, a new set of security questions will also be created. For faculty and staff, no change is required; password and security question changes will occur when your password expire.

4. Can't you just change my password or security question for me?

Part of the reason a change is being done to the identity management system is to make it more secure. This means that support staff and IT will no longer know any information pertaining to your NetID account, such as passwords, activation codes, or security questions.

5. Why do I need to change my security questions?

Standard industry best practice and security standards dictate that support and IT staff no longer know the answers to your security questions (and what those questions are). Therefore, a new set of security questions are being created for the sole purpose of securing NetID identity verifications.

6. What happens to my old security questions?

If you are a student, these questions are retained for the purposes of identifying you over the phone. These questions will be in a different system where support staff and IT can look your questions up to manually and remotely validate your identity.

7. How do I change my password?

Password changes still go through the NetID page (http://www.csueastbay.edu/netid). When activating your account for the first time, a temporary activation code will be sent to your personal email address to get you started in the process of setting up security questions and your password.

8. When I change my password, I get an error, what do I do?

There are a few things to check when you get an error on password reset. First make sure both password fields have the password typed in correctly. Second, make sure that you are following the guidelines for passwords, as detailed in this NetID Password Policy page. If you are still encountering an error, contact the Service Desk.

9. How do I activate my account?

This is typically only for new students, faculty and staff members. You need your NetID and last name to activate your account.  You may go to the NetID page (http://www.csueastbay.edu/netid) and click the Activate Your NetID option, following the instructions afterwards. You will need to have a personal email address in your record in order to activate your NetID. If you have not set this up yet, contact Enrollment Services at (510) 885-2784 if you are a student; for faculty and staff please contact Human Resources at (510) 885-3634.

10. When I try to activate my account I get an error when I put in my NetID, what do I do?

You may contact the Service Desk where they can validate your identity and tell you what your NetID is. You will then need to go to the NetID page (http://www.csueastbay.edu/netid) and activate your NetID by clicking on the Activate Your NetID option.

11. When I try to create my security questions and fill in the answers I get an error, what do I do?

There are a couple of things to check when you get an error answering your security questions. First, make sure your answer is longer than four characters. Secondly, each answer must be unique from all other answers you have provided. If you are still having issues contact the Service Desk..

12. I’ve forgotten my NetID security questions, what do I do?

You will need to go to the NetID page (http://www.csueastbay.edu/netid) and change your security questions by clicking on the Set Up NetID option. You will need your NetID and password in order to change your questions and answers. Due to security standards, the system will also ask you to change your password after changing your security questions.

13. Why are the Security Questions so personal?

If you forget your password, the CSU East Bay identity management system allows you to reset it yourself without having to wait for somebody else to do it for you. The security questions used for this process need to be personal to make sure you are the person you claim to be. As stipulated by the Family Educational Rights and Privacy Act (FERPA), it must be limiting enough that even relatives of the user may find it difficult to answer these questions and thus gain access to a user’s account . However, the answers to these questions also need to be memorable and unique enough to allow users to answer them naturally and not have to memorize or document them.

Having the ability to protect accounts from everyone outside the account owner while also providing an easy way to manage said account is paramount to complying with governmental policies and regulations and is a necessary component for any business or institution and its users and/or customers. Having users provide answers to security questions is one method to enact this requirement and is a widely accepted industry standard.

Security questions are designed with varying degrees of personal questions to protect the user from another person trying to access their account, while giving the user enough of a hint in the form of personal knowledge to be able to answer the questions and gain access to their account.

Passwords and security questions are protected and encrypted by the system. If a user does not answer the questions correctly, IT support staff can not access the answers to check for the right answer, but will instead go through another validation mechanism in the form sending a temporary password to the user’s personal email.

CSU East Bay understands and appreciates the diversity of its user community and has taken this into consideration when designing security questions.That is why questions vary in nature. Ten questions are presented even though users are only required to answer three so users can choose not to answer certain questions.

14. I've forgotten my NetID password, what do I do?

You will need to go to the NetID page (http://www.csueastbay.edu/netid) and change your password by clicking on the Reset Password option. You will need your NetID and know your security questions and answers to change your password.

15. I've forgotten my NetID, what do I do?

You may contact the Service Desk where they can validate your identity and tell you what your NetID is. You will then need to go to the NetID page (http://www.csueastbay.edu/netid) and re-activate your NetID by selecting Activate Your NetID.

16. Why do I need to give my personal email address?

Faculty, staff and students are ultimately responsible for the security of their NetID and their personal email. By sending activation codes and/or temporary passwords to your personal email, it ensures that support personnel or IT need not know your passwords, security questions, or NetIDs, therefore enhancing account security in the system.

17. I don’t have a personal email address, what do I do?

A personal email address is now required for a NetID on campus. You will need to establish one or provide one you already use. You cannot use your @horizon.csueastbay.edu or @csueastbay.edu as your personal email address.

18. What is considered a personal email address?

A personal email address is an email that is not affiliated or originated from the University email system. That means any address that is not @csueastbay.edu (or @horizon.csueastbay.edu. Typically this would be your personal Yahoo!, Gmail, or MSN/Hotmail account that you actively access and protected by a good password.

19. During activation it asks which email is my preference from a list. What if I don’t see any email address at all, or a list of emails I no longer use?

Students will need to provide a personal email address by completing a Request to Add Personal E-Mail Account form, http://www20.csueastbay.edu/students/files/pdf/Request-to-Add-Personal-Email-Account-Form.pdf.

You may submit the form in person to the student Enrollment Information Center or fax it to the Registrar at 510-885-3816. After the form is processed it will take 24 hours for your personal email to show as a preferred email address for use in the NetID password process. You will not receive verification that your personal email request has been processed - you will need to return to the NetID page to attempt the activation process.

For faculty and staff please contact Human Resources at (510) 885-3634.

20. I've activated my NetID with my horizon/CSUEB email account, or I haven't received my activation code via email. What do I do?

CSU East Bay emails such as horizon are not personal email addresses and thus would lock you out of access to services such as your email, Blackboard, or MyCSUEB.

To remedy this situation, students will need to provide a personal email address by completing a Request to Add Personal E-Mail Account form, which may be obtained through this link:
http://www20.csueastbay.edu/students/files/pdf/Request-to-Add-Personal-Email-Account-Form.pdf.

For faculty and staff please contact Human Resources at (510) 885-3634.

If you have a valid personal email address but have not received an activation code via email, please ensure that you have allowed the email delivery system an hour to send the message. Typically these messages are sent instantaneously, but sometimes internet routing may cause a delay. If you still have not received this email, please contact the Service Desk.

21. As a student, why do I need two sets of security questions?

Students are required to have two security questions because NetIDs now have encrypted security questions meant to protect the NetID account; the second set will be used to verify a student’s identity remotely, such as when talking to Enrollment Services over the phone.

22. I am a student but I also work for the University, do I need to change my password?

If you have been given a separate NetID or have your student NetID given staff affiliation—which means you can and have logged on to University business and administrative systems and PCs—you don’t need to change your password on those NetIDs until their passwords expire. Otherwise, yes, you will need to change your password.

23. How long does it take for my personal email address to show up as a "preferred email address", during the activation process, once I've entered it into MyCSUEB Portal?

24 hours.

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