As a security improvement, all RRU computer account holders employees and contractors are required to change their computer account passphrase at re-login soon after 6am (PT) May 1322, 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.
If you can’t find what you need here, please contact the Helpdesk.
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| title | *What are the best ways to contact the Helpdesk for support with this issue? |
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Our 1-day only Zoom drop in session Meeting ID: - [session is over] 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
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| title | I am was not asked to change my password.passphrase when logging in |
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If you haven’t been asked to change your password Passphrase since May 1322, 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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Sometimes, Outlook shows you popups asking for permissions to configure various things. You might see messages similar to this one. They might be difficult to read like this one, or they may have a real mailbox name in front of “@royalroads.ca”. If you have access to many shared mailboxes, you may see lots of these.
You can check “Don’t ask me about this website again” and click the Allow button on one of them and should all go away.
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| title | Word wants me to log in |
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If you see a little yellow yield sign in Word or any other Office product, click on it. You may see this message. Click ‘Sign in’, then provide your usual username and new password. That should be all you need to do.
Image Removed| title | MS Teams is asking me to sign in, even though my initials are showing. |
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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 password. MS Teams will go through a set up process and then you’re good to go. |
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| title | Outlook asks me to allow configuration |
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| I already changed my password (before May 22), why do/did I have to change it again? |
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Unfortunately, yes. 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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| title | Will I get a reminder email with a link to change my password? |
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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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| title | I can't log in to Moodle |
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If Moodle is the first place you visit after the ‘mandatory passphrase change’ is turned on, you will see an ‘Authentication failed’ message and you will be unable to log in BUT you won’t be forced to change your passphrase. Click on the Change Passphrase link near the bottom of the page, and follow instructions to created a new passphrase.  Image AddedYou should be all set and able to log in. |
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| title | I cannot remember my passwordpassphrase, because my browser saves it and logs me in |
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The ability for the browser/computer to remember the password Passphrase is both helpful and a curse because many of us forget the passwords Passphrases since the browser/computer does all the work. Luckily you can get your browser to reveal the password Passphrase rather then change it. Just do a Google search for "<browser name> Saved passwordsPassphrases" 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 passwordsPassphrases. Once you find the password Passphrase list, look for the password Passphrase associated with your username. If there are different passwordsPassphrases, write them all down. Once you have written them all down, go to Moodle - https://moodle.royalroads.ca/moodle and enter each password Passphrase in manually till you find the one that works. (Please note that if your browser asks you if you want to save the passwordPassphrase, do not hit yes, so you don’t accidentally overwrite the good password Passphrase with a bad one.) |
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| title | How to log into Microsoft Office programs after changing your password. |
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| You should not need to do this on an RRU laptop. You might need to do this on a personal laptop.
When you change your password, it can take up to 30 minutes for the password | MS Teams is asking me to sign in, even though my initials are showing. |
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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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| title | Outlook asks me to allow configuration |
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Sometimes, Outlook shows you popups asking for permissions to configure various things. You might see messages similar to this one. They might be difficult to read like this one, or they may have a real mailbox name in front of “@royalroads.ca”. If you have access to many shared mailboxes, you may see lots of these. You can check “Don’t ask me about this website again” and click the Allow button on one of them and should all go away. Image Added |
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| title | Word wants me to log in |
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If you see a little yellow yield sign in Word or any other Office product, click on it. You may see this message. Click ‘Sign in’, then provide your usual username and new Passphrase. That should be all you need to do. Image Added |
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| title | How to log into Microsoft Office programs after changing your passphrase. |
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It can take a few minutes for a new Passphrase to sync with Microsoft. If you get an error that your password Passphrase is wrong, please do the following to update your Microsoft Office applications. Close ALL open Office applications in including Outlook and Microsoft Teams Open Microsoft Word 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” Please enter your Royal Roads Office 365 username which is in the format username@royalroads.ca (ie. d2brown@royalroads.ca) and click Next The window will change and you should see the Royal Roads logo. Enter your RRU Computer Account passwordPassphrase and hit Next 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) You can close Word
The other applications should all work now |
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| title | I have change changed my passwordpassphrase, but I can no longer log innow I am getting a message saying I am locked out |
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It is possible that there is a rogue an application on your computer, mobile device, or second another computer that is still trying to sync with your old passwordPassphrase. This will cause your account to lock out for 10 minutes. Please contact Computer Services by phone so we can check your account. (Contact info at the bottom of this page) Possible reasons your account is getting locked out: Email application on mobile device is trying to use the old password Passphrase - Open your accounts on your phone and update your passwordPassphrase. Office applications on your computer that are still using the old password Passphrase - If the application tells you that there is a problem, click “fix it” and follow instructions above (“How to log into Microsoft Office programs after changing your passwordPassphrase.”) Logged Still logged into an RRU computer somewhere on campus - If you happen to log into a console or second computer (like temporary program office) and left yourself logged in, then this computer can continue to attempt to access resources in the background using the old Passphrase. Find the computer and log out. Applications in a browser tab - Scan all the open browsers tabs for any tab open to an RRU resource and log out and back in, or close the tab. RRU application open - Applications like EMS and CRM could have been open when you changed your passwordPassphrase. Close the applications and re-open.
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| title | Remote does not ask me to change my passphrase AND it won't let me log in |
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You may have an older version of the application (RDC). You may have to change your passphrase on your work computer (which may mean coming to campus if you don’t have your work computer at home). But try this first: |
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| title | Unable to connect to RRU WIFI since I changed my passphrase |
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Please “forget” the RRU connection, and re-connect to the RRU wifi Select RRU from the list of wireless networks When asked to log in, do so using your usual username and Passphrase (in the format of 'username@royalroads.ca') If you are using an Android device, please see these special instructions Connecting to WIFI - Android
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