Frequently Asked Questions

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Frequently Asked Questions

Technical Support: Frequently Asked Questions

My password won't work. What's wrong? If you cannot log into Pilots UP, it is likely that your password has expired and needs to be reset.

How do I change my password? Go to the Password Management site and select the appropriate option. For instance, if your password has already expired, select "Reset Forgotten/Expired Password."

When does my password expire? Passwords expire every 143 days.

I am a student and want to access my UP email on my phone; how can I do this? Students must be issued a special Gmail IMAP password. Currently, the only way to obtain this password is by coming in person to the Help Desk with a piece of photo ID.

The Password Management site won't accept my answer to my security question. What is wrong? It's possible that you will be prompted for an answer to a security question even if you have never previously set an answer. Without this information in the database to be used for comparison, the system will automatically say it is not a match. If this is the case, click the link below the answer box that says, "If your answer is not working, click here." You will be redirected to a page where you may verify your identity via alternative means.

I want to buy a computer for my personal use. Can you provide any recommendations? Unfortunately, the Help Desk can not give recommendations for specific hardware although we can confirm that the UP network supports both Macs and PCs.

What is the maximum size for a Gmail attachment? If sending email to staff and faculty at up.edu email addresses, the limit is 10MB. Gmail limits the attachment size to 20MB.

I see that it says “g.up.edu” after my username. What’s this? The g.up.edu suffix indicates that your account is hosted by Google Gmail. The "G" can be safely ignored; messages can be sent and received via standard UP email naming conventions (e.g. username@up.edu).

Why are the UP Gmail services slightly different from services that are publicly provided by Google? UP Gmail accounts have been customized for optimal educational collaboration and UP branding will appear at the top of most pages. In addition, UP has taken steps to ensure that your student data is protected above and beyond a publicly available account. Enrolled students will not see advertisements.

External links to Google’s “Web Clips” do appear in the area to the right of the Compose Mail link, however, this can easily be turned off or adjusted to suit your preferences. On the top right of your UP Gmail screen, simply click on Settings and then Web Clips and remove/select web clip sources as desired or uncheck the box next to “Show my web clips above the Inbox” to hide this function entirely.

Will faculty and staff switch to Gmail as well? No, only students will be making the switch to Gmail.

Can I use my own email account to receive email from the college? No, you will need to use the UP Gmail account.

Why can’t I just forward my Pilots email to a Gmail account? The Family Educational Rights and Privacy Act (FERPA) is a set of federal laws that dictate certain protections for student privacy. Among these regulations are rules prohibiting student email from being automatically forwarded to another, external email accounts. The University of Portland acts in adherence to these guidelines and thus, does not allow UP student email to be auto-forwarded.

Can I change my username or email address if I don’t like it? No, you will not be able to change your username or email address. It is set by the network naming policy.

How do I connect my game console to the network?

You will need to speak to your R.C.C to fill out the paper work needed to get your console on the network. If you have any questions please contact the help desk.