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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.

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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

No. All staff will be prompted to change their password on May 22, regardless of when you last changed it or how awesome your current password is
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titleCan I change the password pre-emptively already changed my password (before May 22) and not , why do/did I have to change it again on/after May 22?
?

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.

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titleWill I get a reminder email with a link to change my password?

No! We will not send you an email with a link to change your password so please be diligent about any possible phishing attempts that may happen at the same time coincidentally. 

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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!

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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.

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titleHow to log into Microsoft Office programs after changing your passphrase.

It can take up to 30 a few minutes for a new Passphrase to sync with Microsoft. If you get an error that your Passphrase is wrong, please do the following to update your Microsoft Office applications.

  1. Close ALL open Office applications in including Outlook and Microsoft Teams

  2. Open Microsoft Word

  3. You should be prompted to enter a Username. If not prompted, but you are being told there is a problem with the account, click “fix it”

  4. Please enter your Royal Roads Office 365 username which is in the format username@royalroads.ca (ie. d2brown@royalroads.ca) and click Next

  5. The window will change and you should see the Royal Roads logo. Enter your RRU Computer Account Passphrase and hit Next

  6. After a brief setup, you should get two confirmations that Office has been setup (You do not need to allow RRU to manage your devices)

  7. You can close Word

The other applications should all work now

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