or At RRU, we care about the security of our data so we’re implementing MFA to protect it.
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 This means you have not completed the RRU MFA enrollment for everyone or are using the wrong authenticator app. Please scan the QR code and make sure you have installed the Microsoft Authenticator App which looks like this:   |
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Employees: starting in Feb 2024 Contractors (academic and non-academic): starting in March 2024 Students: starting in May 2024 | ||
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If you are traveling with your mobile device, use the authenticator app, which is designed to work internationally (using the verification code method). All you need is a wifi connection. |
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If you plan to replace your mobile device, it is STRONGLY recommended that you follow the MFA instructions on the new phone before you wipe or otherwise dispose of your old phone. You will need your old phone to authenticate your new phone. (This authenticator app is one of the few things that does not transfer from the old phone to new phone. We think this is done as a security measure to prevent phone cloning to bypass authentication) If you've lost or had your mobile device stolen, you can sign in using the secondary authentication method you selected when you registered your device for MFA. If this option has not been configured, a secondary authentication was not configured, and you no longer have the old phone, then you can contact the RRU Help Desk to clear your settings. After your settings are cleared, you'll be prompted to register for two-factor authentication the next time you sign in. |
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We recommend you have a backup device associated with your account to help prevent this issue. If you have lost the only MFA device associated with your account, contact the RRU Help Desk for assistance. The IT Support Centre can only assist you during business hours. Therefore, if you haven't set up a backup method you will have to wait until the RRU Help Desk is open. |
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Please make sure when you log into http://myprofile.microsoft.com/ that the info on the screen is your RRU account, not your work account. If it is any other account info showing, then when you try add the MFA, it will try to add the MFA for the account showing. If the account showing is not your RRU account, open an Inprivate (Firefox) or Incognito (Chrome) tab and log into http://myprofile.microsoft.com/ again with your RRU credentials. |
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If you are not attempting to log into an RRU resource when you receive the prompt to authenticate. Deny or ignore the request. This means the MFA is working and that some else is trying to access your account. In some cases the perpetrator might “bomb” you with repeated requests to “authenticate” hoping that out of frustration, or by accident, you might approve the request. If this happens please put your phone aside, or on silent, and ignore the requests. Please notify the Contact the RRU Help Desk so we can track these instances. |
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Make sure you mobile device has a active data or wifi connection. If the mobile device does not have access to the internet, it cannot process the QR code. On Campus? If connected to RRU guest, you do need to accept the “proper use” agreement every day. Try turning off wifi temporarily and use cellular data to complete the process. |
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Contact the RRU Help Desk for assistance. |
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