Information Technology - Frequently Asked Questions
Frequently Asked Questions
Password Reset or Change
I forgot my password. Can I reset it without calling the Technology Services Center?
All of Salve Regina's Microsoft 365 accounts have self-service password reset enabled. When you first logged in to your Salve Regina account, you were prompted to provide additional security information such as a mobile/home phone number, secondary email address, security questions or setup of Microsoft Authenticator. These can be used to reset your password online if you have forgotten it or wish to change it for security reasons.
If you are unable to reset your password using the self-service password reset functionality, please call the Technology Services Center during regular business hours. To protect the security of your account, password resets cannot be done via email.
What is Salve Regina's recommendation for a secure password for my account?
Following password security best practices is critical to keeping your Microsoft 365 account secure. The Office of Information Technology has established the following guidelines for setting a secure password:
- Use more than 12 characters.
- The password should include capital letters, lowercase letters, numbers and symbols.
- The password should be unique to your Salve Regina Microsoft 365 account.
- Your Microsoft 365 account should not use a password you have used in the past for other accounts or services you use on the internet.
- Your account password should not be used for any other accounts or services you use on the internet, even if you sign up for them with your Salve Regina email address.
- Try not to use patterns or similar passwords that you have used in the past – these are easily guessable using modern password-cracking techniques used by malicious actors.
In addition to the guidelines listed above, your Microsoft 365 account is protected by an additional layer of technology that prevents the use of easily guessed passwords or passwords that have already been compromised and published to the Internet.
While the best type of password is randomly generated, they are difficult to remember. Our recommendation is to use a long passphrase with unrelated words mixed with numbers and symbols to create a unique password that is easy to remember.
Where do I change my password?
If you are already logged in, open Outlook or any other Office 365 product and click on "Settings," then click on "Change Password" or go here.
What is multi-factor authentication?
Multi-factor authentication provides an additional layer of security to protect your Microsoft 365 account credentials from unauthorized access. In addition to your username and password, a confirmation request is sent to a trusted device that a login is being attempted on your account. Once you use your preferred method of multi-factor authentication you will have access to your account. This login method confirms your password and another form of authentication to prove who you are and protect your identity.
How do I set up multi-factor authentication on my account?
The Office of Information Technology automatically enables multi-factor authentication on all Microsoft 365 accounts. At first login, you will be requested to set up "Additional Security Verification" on the Microsoft 365/Azure portal the next time a login occurs. Multi-factor authentication can occur through a combination of the following methods:
- A text message with a numeric code to your mobile phone.
- A call to a phone number of your choosing.
- A notification/alert sent to the Microsoft Authenticator app installed on an iOS, Android or Windows 10 device.
- A six-digit code generated by the Microsoft Authenticator app.
The Office of Information Technology recommends enabling and configuring as many methods as possible to complete multi-factor authentication in the event your preferred method is unavailable during a challenge. Most users will be content with the text message or Microsoft Authenticator options as their default method for completing multi-factor authentication challenges from Microsoft 365.
Can I delete Microsoft Authenticator from my device after I set up my account and have logged in successfully?
The Microsoft Authenticator app must be installed on your device to receive multi-factor authentication challenges whenever you attempt to log in from a new device or browser and/or every 60 days to re-authorize your current devices. Deleting the app will cause the unique identifier to be reset and breaks the trusted relationship between Microsoft and the device.
If you delete the Microsoft Authenticator app and don't have a fallback method to process a challenge (such as an SMS message or phone call), then you will be required to contact our Technology Services Center by phone during business hours to request a reset of the security settings on your Salve/Microsoft 365 account.
Can I configure Microsoft Authenticator on multiple devices?
You can configure the app to provide codes and notifications on multiple devices at the same time. For example, you can have a phone and a tablet set up with Microsoft Authenticator, and both devices will receive a notification when a challenge is required to be completed.
I’m receiving multi-factor authentication challenges but I'm not trying to use any Microsoft 365 services. What should I do?
If you're not sure why you're receiving a multi-factor authentication challenge, please do not approve the notification you are receiving. Most applications and devices require a multi-factor authentication challenge once every year. There may be a device that you are not near that requires re-authentication. For example, you may have Microsoft Office applications installed on a device or computer that need to be re-authorized.
In addition, there's always the possibility that someone else is attempting to log in to your account in an unauthorized manner. When an unexpected multi-factor authentication occurs, we recommend denying any access (if using the Authenticator app) and then checking all devices you have configured with your Salve Regina credentials to see if re-authentication is required. If all devices are authenticated and working as expected, we recommend you change your password as a precautionary measure.
Will a multi-factor authentication challenge occur every time I log in?
When multi-factor authentication is first enabled, a challenge will occur on all devices and applications that have your Microsoft 365 credentials configured. In the pop-up window that shows up during the multi-factor authentication process, you can authorize an application or web browser to be trusted and not require a re-authorization for one year.
When a login occurs from a new device, application or browser, you will receive a multi-factor authentication challenge. You may also receive a challenge on a device that you have logged on with before if it occurs from a new location that Microsoft considers unusual or suspicious.
How do I change my initial multi-factor authentication settings?
If at any point you want to change your multi-factor authentication settings, visit mysignins.microsoft.com/security-info. Additional instructions will be provided based on the selection of options you wish to update or change.
I set up multi-factor authentication but I'm not receiving email on my mobile device. Can this be fixed?
If your device is not able to send or receive messages after setting up multi-factor authentication, or you are continually being asked for your password, try removing and re-adding your Salve Regina account to restore service. You may receive another multi-factor authentication challenge when re-adding your Salve Regina account.
Will multi-factor authentication challenges occur while I'm on campus?
Multi-factor authentication occurs from all internet locations, including on campus. It's important to protect your account from threats and attacks anywhere where a login is possible.
Multi-Factor Authentication While Traveling
I'm traveling to a location that will prevent me from connecting to the internet. How can I access my account?
Before your departure, log in to mysignins.microsoft.com/security-info to update your security settings and ensure you have Microsoft Authenticator configured properly. Microsoft Authenticator can generate a six-digit code to log in to your Microsoft 365 without internet access or phone service. You can use the following procedure when necessary:
- Log in to your Microsoft 365 account.
- After typing in your password, select that you are unable to receive an SMS code or use the Authenticator app to log in.
- Select the option "Use a verification code from my mobile app."
Open Microsoft Authenticator on your device and select your Microsoft 365 account, then select the six-digit code shown under your account name to complete the process. These codes refresh every 30 seconds and do not require internet or phone service to be generated.
I'm traveling outside the U.S. and need to access my Microsoft 365 account. What precautions should I take?
Microsoft monitors all logins to prevent malicious activity and unauthorized access to your account. When traveling, Microsoft may detect your login activity as unusual or suspicious because of the change in location from where you normally login in. We recommend the following steps before traveling:
- Install the Microsoft Authenticator app on a device you are taking with you.
- Set up Microsoft Authenticator as the default authentication method at mysignins.microsoft.com/security-info.
- Contact the Technology Services Center and let them know the location(s) you will be traveling to and whether the travel is temporary or permanent. In some cases, we may need to whitelist or provide exemptions to standard security policies to prevent blocks or locks on the account.
If you are staying in one location for an extended period (such as students who participate in study abroad programs) and your phone number changes, you can add that number as a secondary way to receive multi-factor authentication challenges once your new number is set up. We strongly recommend using Microsoft Authenticator as the primary method for receiving challenges while traveling or studying outside the U.S.
New Phone or Number
I am getting a new phone and/or my phone number is changing. Can I still log on to my account?
It's important to have an alternative method of authentication set up before switching to your new device. Please add an additional phone number where text messages or a phone call can be received and/or add another device where Microsoft Authenticator has been successfully set up before switching to your new device. You can then authorize your new device using the other device or phone number.
Changes to your security information can be made at mysignins.microsoft.com/security-info.
You can also back up your Microsoft Authenticator app configuration on Apple iOS/iPad OS and Google Android devices. Microsoft outlines the process for backing up Microsoft Authenticator to the cloud in this document. Backups require that you have a free Microsoft.com account (not a Salve account). In addition, iCloud must be enabled on Apple iOS/iPad OS devices for the backup to be successful.
I have a new phone and can no longer complete challenges to log in. How do I fix this?
If you have already switched over to a new device and no longer have access to the old device, please call the Technology Services Center at (401) 341-7777 and we will reset your security settings.
Where can I find the security settings for my account's single sign on?
I cannot log in to my Microsoft 365 account. How can I fix this error?
Your Microsoft 365 account can have its access blocked for several reasons, including:
- Entering the incorrect username and password too many times.
- Inability to complete a multi-factor authentication challenge when required.
- Login attempt from an internet address or location that has been blocked by Salve Regina or Microsoft for malicious or suspicious activity.
- Microsoft's security protection has detected someone else may be trying to log in to your account without your authorization.
Often the Office of Information Technology is informed that suspicious activity has occurred on a Microsoft 365 account and will preemptively reset the password to protect your information. If this is the case, simply performing a self-service password reset should resolve the issue.
If the self-service password reset tool doesn't work (or isn't allowed), please contact the Technology Services Center. We will help you regain access to your account and, if required, apply any additional security configurations to your account that may be needed to continue to have full access without interruption.
Wi-Fi and Streaming
Does Salve Regina provide Wi-Fi access to students?
Salve Regina provides Wi-Fi access campus-wide, including in the residence halls. Wired ports can be used for gaming and entertainment systems (Xbox, PlayStation, AppleTV, Roku) in addition to supplementing wireless access for computers.
Students should not bring their own wireless access points or routers for use in the residence halls. Doing so will deactivate the port in their room. The radio of the device will also cause interference with the wireless network. We also ask that students who bring a printer turn off the wireless and instead directly plug into the port in their room.
Who provides television service in the residence halls?
DIRECTV is available in all residence hall common areas. Students may use Salve Regina's high-speed Wi-Fi network to stream from their personal accounts (YouTube TV, Netflix, Hulu, etc.).
How do I register my "internet of things" device (Alexa, Chromecast, Google Home)?
Devices that do not have the ability to register themselves may need to be registered with our assistance. Please contact the Technology Services Center at (401) 341-7777 or email@example.com. You will need the device and its hardware MAC address. These devices are allowed on the residential network but are not permitted on Salve Regina's administrative network.
Hardware and Software
How do I use the card swipe printers?
All full-time students can print the equivalent of 200 black and white pages per semester. Each page in excess of the 200-page maximum is charged to the student at 10 cents per copy for black and white and 25 cents for color. This charge is assessed once at the end of each semester and is included in the tuition bill. Our goal is to provide a reasonable amount of free printing while conserving paper and printer use.
The Papercut printing solution allows users to submit print jobs and then release them on Papercut-enabled devices using their Salve Regina ID cards. Papercut/HP printers are located in McKillop Library and the computer labs in McAuley Hall and O'Hare Academic Building.
Does Salve Regina sell computers to students?
The University partners with Apple and HP to offer recommended laptops. The program is optional, but students are strongly encouraged to participate. Each year, we review students' technology needs along with the latest offerings from Apple and HP and recommend several laptops for students to purchase. Recommended models come with extended warranties and can be serviced on campus during the academic year. For more information, visit the recommended laptops webpage.
Does Salve Regina sell software to students?
The University utilizes Microsoft Office 365 and all enrolled students have access to online versions of Word, Excel, PowerPoint and email. All full-time undergraduates have 50GB of email storage and 1TB of OneDrive storage. In addition, all full-time students can download the latest version of Microsoft Office supported by the University. To download, visit portal.office.com/home and log in with your Salve Regina email address and password.
Does Salve Regina provide software to faculty and staff for personal computers?
The University utilizes Microsoft Office 365. All full-time faculty and staff have access to online versions of Word, Excel, PowerPoint and email through outlook.office365.com/salve.edu, along with 50GB of email and 1TB of OneDrive storage. Full-time employees can also download Microsoft Office for up to five personal machines. Log on to portal.office.com/home with your Salve Regina email address and password. Once logged in, you can download the latest version of Microsoft Office that the University supports.
Are there software requirements for my computer?
There are two important requirements for accessing the campus network.
1. A minimum version of the operating system must be installed. Salve Regina supports the following operating systems:
- Microsoft Windows 8, 8.1 and 10
- Apple Mac OSX 10.12.6 Sierra, 10.13.6 High Sierra, 10.14.6 Mojave and 10.15.1 Catalina
Windows XP/Vista and older Mac operating systems (10.10 Yosemite, 10.9 Mavericks, 10.8 Mountain Lion, 10.7 Lion, 10.6 Snow Leopard, 10.5 Leopard) are no longer supported on campus, because they are no longer provided security updates by Microsoft and Apple.
2. Antivirus software must be installed, enabled and updated. Free antivirus software can be downloaded and installed from the following locations:
- AVG Antivirus (free for Mac and PC)
- Microsoft Security Essentials (free for Windows 7)
- Microsoft Windows Defender (free for Windows 8 and 8.1)
- Microsoft Windows Defender (free for Windows 10)
Additional antivirus software includes Symantec, Norton, McAfee, Kaspsersky, Avira, Comodo and Webroot.
Should I buy a printer?
It is not recommended. Color printers are available in McKillop Library, O'Hare Academic Building, McAuley Hall and Gerety Hall. Printing can be initiated from University computers or from a student's computer that is connected to the network. Print credits are provided at the beginning of each semester, and students are billed for printing that exceeds the initial allocation of credits. In addition, many courses provide digital submission methods for coursework, either through email or Canvas, making the need for a printer non-essential.
I have additional questions. Where can I get assistance?
All technology issues and questions should be submitted via phone or email. Please call (401) 341-7777 from off campus or Ext. 7777 from on campus, or email firstname.lastname@example.org. The Technology Services Center is located in the McKillop Library, Room 002 (garden level).