[Students] Issue Affecting NetID Authentication via SMS

Fri May 28 15:30:25 PDT 2021

Dear Highlander Community,

The issue with SMS text code for multi-factor authentication (MFA) into
secure UCR systems persists. The MFA vendor, DUO, has acknowledged that the
issue is with their system, and they are working to resolve it. For status
information, please visit https://status.duo.com/.

In the meantime, ITS still encourages users to set up
authentication through the DUO mobile application, which is functioning
properly, by following the instructions provided in yesterday's email.
Students experiencing issues accessing MyAccount to setup the DUO mobile
application are encouraged to perform the following steps:

   - Select "Forgot your password?" from the login screen.
   - On the MyAccount page, use Option 2 and enter the personal, non-UCR
   email account you have on file in Banner. A reset link will then be emailed
   to this email account.
   - Clicking the reset link will allow you to create new security
   questions and a new password in MyAccount.
   - Once in MyAccount, please follow the steps
   <https://ucrsupport.service-now.com/ucr_portal/?id=kb_article&sys_id=5f841cb11b0b6010453e7592cd4bcb61>
to
   enroll your smartphone or tablet in DUO mobile and download the free
   application.

Users who do not have a smartphone device or tablet will need to call the
BearHelp helpdesk directly and request a temporary passcode be added to
their account. This passcode can be used to authenticate one's identity
until the vendor issue is resolved. BearHelp can be reached at 951-827-4848
until 5 PM today. Please note that BearHelp services are not available on
weekends and holidays, so if you need assistance you are encouraged to
contact BearHelp today. Support tickets
<https://ucrsupport.service-now.com/ucr_portal?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b>
may
be submitted after hours but will not be processed until the next business
day.

Please note that due to the widespread nature of this outage there is a
high volume of support calls and tickets. The BearHelp team is working
diligently to provide support to each individual impacted by this vendor
issue.

In IT Together,

Information Technology Solutions

University of California, Riverside

ITS.UCR.EDU <https://its.ucr.edu/>
[image: UCR-ITS-Logo_Riv_signature.jpg]
*Please Note: This email account is not monitored by ITS staff. If you
require technical support, please take one of the following actions: *

   - Submit a support ticket
   <https://ucrsupport.service-now.com/ucr_portal/?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b>
if
   you need to report an IT problem to BearHelp
   - Submit a request
   <https://ucrsupport.service-now.com/ucr_portal/?id=ucr_sc_home> for an
   IT project, service, or service enhancement
   - Browse the ITS Knowledge Base
   <https://ucrsupport.service-now.com/ucr_portal?id=kb_view2&kb=de6fdb4d37800f00a2e983dcb3990e7b>
for
   self-help articles
   - Browse and download course software
   <https://ucrsupport.service-now.com/ucr_portal?id=sc_category&catalog_id=3a53ea7e1b691c10eab58734ec4bcba0>
from
   the Student Software Catalog
   - For live support, you can contact the BearHelp helpdesk during normal
   business hours (M-F, 8am-5pm) at 951-827-4848

---------- Forwarded message ---------
From: UCR Information Technology Solutions <its at ucr.edu>
Date: Thu, May 27, 2021 at 3:06 PM
Subject: Network Carrier Issue Affecting NetID Authentication via SMS
To: <students at scotmail.ucr.edu>, <ucrfacultyandstaff at scotmail.ucr.edu>

Dear Highlander Community,

It has come to our attention that campus users are currently unable to
authenticate their identity via SMS text code when prompted to log into a
secure UCR system. We are currently investigating the issue and it appears
to be a problem with the major network carriers, including Verizon, AT&T,
T-mobile, and Metro.

*We encourage all campus users who have not done so already to set up the
free DUO mobile application on their smartphone or tablet instead of using
SMS text codes.* To do this, users will need to log into MyAccount, manage
their mobile device(s), and follow the instructions for downloading and
setting up the application. Once installed, identity can be verified with
the push of a button. Please view this Knowledge Base article
<https://ucrsupport.service-now.com/ucr_portal/?id=kb_article&sys_id=5f841cb11b0b6010453e7592cd4bcb61>
for
step-by-step instructions.

Users who do not have a smartphone device or tablet will need to call the
BearHelp help desk directly and request a temporary passcode be added to
their account. This passcode can be used to authenticate one's identity
until the network carrier issue is resolved. BearHelp can be reached at
951-827-4848.

Please visit techalerts.ucr.edu, where we will continue to keep campus
updated on the status of this issue until it is resolved.

In IT Together,

Information Technology Solutions

University of California, Riverside

ITS.UCR.EDU <https://its.ucr.edu/>
[image: UCR-ITS-Logo_Riv_signature.jpg]
*Please Note: This email account is not monitored by ITS staff. If you
require technical support, please take one of the following actions: *

   - Submit a support ticket
   <https://ucrsupport.service-now.com/ucr_portal/?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b>
if
   you need to report an IT problem to BearHelp
   - Submit a request
   <https://ucrsupport.service-now.com/ucr_portal/?id=ucr_sc_home> for an
   IT project, service, or service enhancement
   - Browse the ITS Knowledge Base
   <https://ucrsupport.service-now.com/ucr_portal?id=kb_view2&kb=de6fdb4d37800f00a2e983dcb3990e7b>
for
   self-help articles
   - Browse and download course software
   <https://ucrsupport.service-now.com/ucr_portal?id=sc_category&catalog_id=3a53ea7e1b691c10eab58734ec4bcba0>
from
   the Student Software Catalog
   - For live support, you can contact the BearHelp helpdesk during normal
   business hours (M-F, 8am-5pm) at 951-827-4848
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