Versions Compared

Version Old Version 31 New Version 32
Changes made by

Douglas 2brown

Douglas 2brown

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

As a security improvement, all employees and contractors are required to change their computer account passphrase at re-login soon after 6am (PT) May 22, 2024.

As an employee or contractor, your work environment may vary, resulting in slightly different experiences during the passphrase change. This page endeavors to help identify scenarios and help you navigate them.

...

Expand
title*What are the best ways to contact the Helpdesk for support with this issue?

  • Our 1-day only Zoom drop in session

    • Meeting ID: 835 8279 1756

    • Hours (PT): 8:30am - 10am, 11am - 1pm, 2pm - 4pm

    • *For security reasons, please ensure your Zoom ID clearly indicates your identity. Names like ‘My iPhone’ do not provide sufficient information for us to verify and admit you into the session.

  • Submit a ticket

  • Visit the Helpdesk on the main floor of the Sequoia building

  • Email: IT Customer Service

  • Contact Form

  • Phone: +1-250-391-2659 - Toll Free: +1-866-808-5429

Expand
titleI was not asked to change my passphrase when logging in

If you haven’t been asked to change your Passphrase since May 22, 2024, please let us know and we’ll make it happen. We appreciate you coming forward to help in our efforts to improve security!

Expand
titleI already changed my password (before May 22), why do/did I have to change it again?

Unfortunately some of the documentation implied that you needed to change it before May 22. What we meant to relay was that we intended to do a force password change on all Staff, Faculty, Contractor and temp accounts across the board on May 22. We did not mean to imply that you should change it before May 22.

We apologize for the inconvenience.

...

Expand
titleI cannot remember my passphrase, because my browser saves it and logs me in

The ability for the browser/computer to remember the Passphrase is both helpful and a curse because many of us forget the Passphrases since the browser/computer does all the work. 

Luckily you can get your browser to reveal the Passphrase rather then change it. Just do a Google search for "<browser name> Saved Passphrases" where <browser name> is the name of the browser you are using to log into Moodle. This will give you detailed instructions on how to reveal the saved Passphrases.

Once you find the Passphrase list, look for the Passphrase associated with your username. If there are different Passphrases, write them all down.

Once you have written them all down, go to Moodle - https://moodle.royalroads.ca/moodle and enter each Passphrase in manually till you find the one that works. (Please note that if your browser asks you if you want to save the Passphrase, do not hit yes, so you don’t accidentally overwrite the good Passphrase with a bad one.)

Expand
titleI am not asked to change my passphrase.

If you haven’t been asked to change your Passphrase since May 22, 2024, please let us know and we’ll make it happen. We appreciate you coming forward to help in our efforts to improve security!

Expand
titleMS Teams is asking me to sign in, even though my initials are showing.

MS Teams has been causing the most issues.

Please restart the computer and if prompted to log into Teams, please do so. You might be prompted a couple of times if you have some shared group resources. After a few times the prompts should go away and you should be logged in.

Some people see a pink ‘error’ in Teams and are asked to sign in. That’s OK. Click the Sign In button and provide your credentials including the new Passphrase. MS Teams will go through a set up process and then you’re good to go.

...