SSRC: Interviewer App FAQs
Step 1:
Log in to your staff email account using this link (https://www.fullerton.edu/it/services/email/) [Use the FACULTY/STAFF LOGIN] and the temporary password and username provided by Lizette Sanchez ([email protected]) via email.
Reset the temporary password using the prompt that appears once logging in. If no prompt appears, follow the steps 1 – 5 at this link: https://csuf.screenstepslive.com/s/12867/m/52890/l/482097-changing-your-campus-password-using-password-change-application.
If you are locked out of your staff email account, please go to the Academic Technology Center located at PLS_237 (Pollak Library) to reset your account. You will need to bring your campus ID with you. If you have any other questions, you can call the IT Help Desk at (657) 278-7777
Check that DUO Mobile is downloaded on your cellular device.
Verify the phone number listed by DUO has been updated to your personal number. To do so, visit this site: https://my.fullerton.edu/accounts/csufduomfa/. Use your staff email account to log in.
Confirm the phone type listed by DUO is consistent with the type you have (i.e., “iOS” or “Android” followed by the last four digits of your cell phone number) and is not simply listed as “generic smartphone.”
If the phone type listed by DUO is “generic smartphone,” follow the instructions in the guide to “Add a New Device.”
If you do not receive a DUO Mobile notification (push, text, or call) or you do not have DUO Mobile notifications enabled, make sure you are within the app to receive the authentication notice and approve it.
If you continue to experience issues with DUO Mobile despite following all of the aforementioned instructions, please contact Lauren Martinez at [email protected].
Make sure you have downloaded GlobalProtect to your computer, which you can find at this link: https://csuf.screenstepslive.com/s/12867/m/75252/l/841785-download-install-the-campus-vpn-agent. The downloads will be under the heading “Download the GlobalProtect VPN Client.” Below it will contain all the steps to download the program.
Confirm the correct portal address (“gpst.fullerton.edu”) is being used to connect to Global Protect. More information can be found here: https://csuf.screenstepslive.com/s/12867/m/75252/l/989244-run-authenticate-to-the-campus-vpn
Be sure you are using your staff username, which is your staff email without “@fullerton.edu”. So if your email were [email protected], you would only enter “johndoe”.
Check to confirm you are typing “ad\” (make sure it is the correct back slash, located below the backspace or delete button) before your username.
Verify you are using the password associated with your staff email account.
Make sure your email is setup properly using the instructions above.
Ensure DUO is properly installed and setup (see instructions above). You will need to Authenticate with DUO in order to log into Global Protect.
Interviewer App – INTER 6.0 (Mac only) related issues and solutions
Verify you have downloaded the Microsoft Remote Desktop 10 app from the App Store prior to proceeding with logging into the Interviewer App. You will need this app to access the Interviewer App. Please check Steps
Interviewer App - INTER 6.0 related issues and solutions
If you receive an error message indicating “Windows protected your PC,” go back the INTER 6.0 file and right-click and select “Properties.” (refer to image below)
Next
A) select the “Unblock” option
B) click “Apply,”
C) Click “OK.”
Confirm you are successfully logged into the GlobalProtect program on your PC (see above for further detail).
Check that you are properly setup with DUO Mobile (see instructions above) and the authentication notice has been approved on your cellular device.
Be sure you are using your staff username, which is your staff email without “@fullerton.edu”. So if your email were [email protected], you would only enter “johndoe”.
Check to confirm you are typing “ad\” (make sure it is the correct back slash, located below the backspace or delete button) before your username
Verify you are using the password associated with your staff email account.
Make sure your email is setup properly using the instructions above.
If none of the steps above have resolved your issue:
Try exiting the Interviewer App and restarting the login process.
If the above step did not work, try completely deleting and redownloading the Interviewer App from the Dropbox folder. Be sure to also delete the Interviewer App from your Recycle Bin/Trash.
If you have followed all the aforementioned steps and are still experiencing issues, restart your PC and reattempt the login process.
If you still are unable to access the Interviewer App after restarting your PC, restart your internet router. In some cases, your internet speed is the issue.
If restarting your internet router did not resolve the issue, and none of the previous solutions resolved your issue, contact Lauren Martinez ([email protected]).
If you encounter issues logging into the Nextiva (softphone) App, please follow each of the solutions in this section to resolve your issue.
I am unable to log into the Nextiva (softphone) App.
Make sure you are entering the username and password associated with the station provided by your supervisor prior to each shift. This is different from your staff email and password. Your username is ssrcstation#@gmail.com where # represents your station number and your password is ssRC1987!
If the above does not resolve the issue, contact your supervisor on shift immediately.
If you encounter issues while attempting to make calls with the Nextiva (softphone) App, please follow each of the solutions in this section to resolve your issue.
I am unable to make outbound calls or only receive a busy signal using the Nextiva (softphone) App on my computer.
Confirm you are using gpst.fullerton.edu as the portal to login to GlobalProtect. Do not use gpft.fullerton.edu. If you entered the incorrect portal address, please use the following steps to change it to the correct one:
Within the GlobalProtect window, click on the menu button (three lines in the top right-hand corner).
In the menu that appears, select “Settings”.
Once the “Settings” screen appears, click on the address displayed (“gpft.fullerton.edu”) and then select the “Edit” button.
Enter the correct address (“gpst.fullerton.edu”) and then press “Save”.
If this does not resolve the issue, contact your shift supervisor immediately.
Need More Help?
Please contact the SSRC at: