Frequently Asked Questions
	I have Windows XP operating system and can not access the LSUHSC Intranet or any LSUHSC secure web pages?
	Why do I keep getting "Access Denied", message when I attempt to access my e-mail via the web site?
	Why can't I access MdConsult?
	Why do I get prompted to enter my ID and password more than once on the website?
	What is Single Server Sign-on and how do I set it up?
	Why must I change my password every 35 days?
	How can I find someone's e-mail address or phone number at LSU Health Sciences Center?
	Why does my LSUHSC ID account keep getting locked out?
	How do I empty my browser's cache?

Help Desk Support Services

The Louisiana Health Sciences Center New Orleans has setup computer supporter assistance for all LSU Health Sciences Center New Orleans Faculty, Staff, and Students.

The first step towards receiving assistance is to read our "Frequently Asked Questions" (FAQs) list below. If your question is not listed or you still have questions, your next step is to determine who your local computer supporter is and how to contact them.

Determining who your local supporter is

To determine who your local computer supporter is, please click on the link to the left that best describes the area of LSUHSC New Orleans that pertains to you. Example: Students & Faculty members would click on the "Academic Supporters" link. These links will send you to a page that lists computer supporter phone numbers.

If for any reason you can't determine which computer supporter you should contact, then you can call our Help Desk Line 24 hours / 7 days a week at (504) 568 - HELP.

After Hours & Weekend Assistance

Some areas of the LSU Health Sciences Center New Orleans have computer supporters that only work Monday through Friday, 8:00 a.m. until 5:00 p.m. If you need assistance after 5:00 p.m. on Friday and before 8:00 a.m. on Monday, please contact the New Orleans Help Desk at (504) 568-HELP.

Frequently Asked Questions

Question: Why do I keep getting an "Access Denied" message when I attempt to access my e-mail via the web site?

Answer: The most common cause of this error message is that your LSUHSC NT ID has been expired or locked out. You should first attempt to contact your local computer supporter. If it is after hours or the weekend, you can call the New Orleans Help Desk at (504) 568-HELP; there are available 24 hours / 7 days / 365 days per year. In order to have your account unexpired or unlocked, you will need to provide some general information about yourself when you call.

If you continue to receive this error message after your account has been reset by your computer supporter, you may want to read Why does my LSUHSC ID account keep getting locked out?".

Question: Why can't I access MdConsult?

Answer: There are several reasons that you may not be able to gain access to MdConsult. The list below gives the most common to the least common reasons:

#1. Your LSUHSC NT ID Account is expired or locked out. Refer to "Why do I keep getting an "Access Denied" message when I attempt to access my e-mail via the web site?".

#2. If this is your first time accessing MdConsult, improper permissions could be the problem. Not everyone is given permission to access MdConsult. The LSU Health Sciences Center New Orleans Information Security Group must setup your ID in a specific NT Group before you are allowed to access MdConsult. When your NT ID account application is submitted to Security, your department head, supervisor, or computer supporter must request that you need access to MdConsult. For proper access, please ask your computer supporter to email security Call (504) 568-4808 for Email Address

#3. Make sure you are choosing the proper MdConsult login link. There are separate links for New Orleans and Shreveport users. Shreveport users must access MdConsult via the Shreveport web site.

#4. "Too many concurrent users" error message. Only a specific number of users are allowed to access MdConsult at the same time. If you receive this error message, please wait a little while and try again. If the message persists, try emptying your browser's cache and accessing MdConsult again.

#5. "Page can not be found" error message. If you receive this error message, you will need to determine if the message is being displayed from the LSU Health Sciences Center New Orleans web site or the MdConsult web site. To determine which web site is displaying the error message, check the URL in the address bar of your browser. If the URL starts with "www.mdconsult.com", then the MdConsult web site is temporarily down. You can contact MdConsult Support at (800) 401-9962. If the URL doesn't contain the MdConsult address, contact the New Orleans Help Desk at (504) 568-HELP (24hrs/7days).

#6. For all other error messages, you should contact the New Orleans Help Desk at (504) 568-HELP.

Question: Why do I get prompted to enter my ID and password more than once on the website?

Answer: To avoid getting prompted more than once while browsing the LSU Health Sciences Center Intranet or Internet web sites, you need to setup single server sign-on. Refer to "What is Single Server Sign-on and how do I set it up?".

Question: What is Single Server Sign-on and how do I set it up?

Answer: Single Server Sign-on is a setting that you make in your browser's software that will prevent most ID/Password prompts. It will not prevent all ID/Password prompts because some web applications require your ID to be used in the application, so it will force a prompt even though you have already setup Single Server Sign-on.

Instructions for Internet Explorer Browser software (If you are using another browser, contact your local computer supporter for assistance):

Start your Internet Explorer Browser.
Choose "Tools", "Internet Options", "Security", "Trusted Sites".
Click the small button in this window that displays "Sites".
In the top field of this window, labeled "Add this web site to the zone", Enter the URL: "https://www.lsuhsc.edu".
Click the add button.
Click ok, and restart your browser.

You should add the URL's of any other web sites that require authentication when you are browsing.

Warning: Only activate Single Server Sign-on on campus. You will not be able to view secure web sites from home unless connected to the VPN. You will instead get a white screen in Internet Explorer when viewing these pages.

Question: Why must I change my password every 35 days?

Answer: The LSU Health Sciences Center New Orleans Information Security Group Policy requires that all LSUHSC New Orleans ID passwords be changed every thirty-five days; otherwise, the ID account is expired. Once your account is expired, you no longer will be able to access your e-mail or any other web applications that require authentication. If your account is expired, you should contact your local computer supporter or the New Orleans Help Desk at (504) 568-HELP. If you have any questions about this matter, please contact security@lsuhsc.edu.

Question: How can I find someone's e-mail address or phone number at LSU Health Sciences Center New Orleans?

Answer: We have two web applications that can assist you, Employee Search and E-mail Search.

The "Employee Search" will find phone numbers and e-mail addresses of faculty and staff members of LSU Health Sciences Center New Orleans.
The "E-mail Search" will find e-mail addresses of anyone at LSU Health Sciences Center New Orleans.

Question: Why does my LSUHSC ID account keep getting locked out?

Answer: The most common cause for a user's account to be locked out is when a user changes their NT ID password and they are still logged onto another system under their old password. Even though you log onto a system in the morning and you are prompted to change your password, your NT ID account will automatically be locked out after several minutes if you are still logged on another system with your old password. If you find that you are having trouble accessing drive mappings, e-mail, or secure web content and you know that you just changed your password, contact your local computer supporter to have your NT ID account checked. If it is locked again, you should track down all the systems that you normally use and make sure that you are logged out.

Question: How do I empty my browser's cache?

Answer: Instructions for Internet Explorer (If you are using another browser software, contact your local computer supporter for assistance):

Start Internet Explorer.
Choose "Tools", "Internet Options".
Under the heading "Temporary Internet Files" in this window, click the small button that displays "Delete files".
Click ok, and restart your browser.

Question: I have Windows XP operating system and can not access the LSUHSC Intranet or any LSUHSC secure web pages?

Answer: You need to setup security in your XP operating system so that it will authenticate to the lsumc-master domain. Here is how:

After you have logged into your XP system, click "Start", then "Control Panel", then "User Accounts", then "Advanced (tab)".
Next click "Manage Passwords" and then click "Add"
Next enter the Web Domain name in the "Server" field.
For example: If you are attempting to access the LSUHSC New Orleans Intranet, you would enter INTRANET.LSUHSC.EDU

If you are attempting to access a secure resource on the LSUHSC New Orleans Internet site, you would enter WWW.LSUHSC.EDU
Next, enter our NT domain "lsumc-master" and your LSUHSC NT User ID in the "User Name" field.
For example: LSUMC-MASTER\YourNTID
Do NOT enter your password. If any data exists in the password field please remove it.
Finally, click OK, then "CLOSE", and then "OK"

The next time they visit any page on the LSUHSC New Orleans Intranet.lsuhsc.edu or www.lsuhsc.edu site which requires NT authentication, you will be prompted with a login dialog which already has LSUMC-MASTER\YourNTId in the username field.

If you attempt this and still can not access a secure area in the LSUHSC New Orleans Intranet, please contact your local computer supporter for further assistance.