<div dir="ltr">Dear Highlander Community, <div><br></div><div>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. </div><div><br></div><div><b>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.</b> 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 <a href="https://ucrsupport.service-now.com/ucr_portal/?id=kb_article&sys_id=5f841cb11b0b6010453e7592cd4bcb61">view this Knowledge Base article</a> for step-by-step instructions.</div><div><br></div><div>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. </div><div><br></div><div>Please visit <a href="http://techalerts.ucr.edu">techalerts.ucr.edu</a>, where we will continue to keep campus updated on the status of this issue until it is resolved.<br></div><div><br></div><div>In IT Together,</div><div> </div><div><p class="MsoNormal" style="margin:0in 0in 0.0001pt;line-height:107%;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:9pt;line-height:107%;font-family:Arial,sans-serif;color:rgb(0,61,165)">Information Technology Solutions</span></p>
<p class="MsoNormal" style="margin:0in 0in 0.0001pt;line-height:107%;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:9pt;line-height:107%;font-family:Arial,sans-serif;color:rgb(0,61,165)">University of California, Riverside</span></p>
<p class="MsoNormal" style="margin:0in 0in 0.0001pt;line-height:107%;font-size:11pt;font-family:Calibri,sans-serif"><a href="https://its.ucr.edu/" style="color:rgb(5,99,193)"><span style="font-size:9pt;line-height:107%;font-family:Arial,sans-serif;color:rgb(0,61,165)">ITS.UCR.EDU</span></a><span style="font-size:9pt;line-height:107%;color:rgb(0,61,165)"></span></p></div><div><img src="cid:ii_kp7f3jo40" alt="UCR-ITS-Logo_Riv_signature.jpg" width="216" height="40" style="margin-right: 0px;"><br></div><div><font size="1" face="arial, sans-serif"><b><font color="#cc0000">Please Note: This email account is not monitored by ITS staff. If you require technical support, please take one of the
following actions:</font> </b></font></div>
<ul type="disc" style="margin-bottom:0in">
<li class="MsoNormal" style="margin:0in 0in 0.0001pt"><font size="1" face="arial, sans-serif"><a href="https://ucrsupport.service-now.com/ucr_portal/?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b" target="_blank" style="color:blue">Submit a support ticket</a> if you need to report an IT
problem to BearHelp </font></li>
<li class="MsoNormal" style="margin:0in 0in 0.0001pt"><font size="1" face="arial, sans-serif"><a href="https://ucrsupport.service-now.com/ucr_portal/?id=ucr_sc_home" target="_blank" style="color:blue">Submit a request</a> for an IT project, service, or
service enhancement </font></li>
<li class="MsoNormal" style="margin:0in 0in 0.0001pt"><font size="1" face="arial, sans-serif"><a href="https://ucrsupport.service-now.com/ucr_portal?id=kb_view2&kb=de6fdb4d37800f00a2e983dcb3990e7b" target="_blank" style="color:blue">Browse the ITS Knowledge Base</a> for self-help
articles </font></li>
<li class="MsoNormal" style="margin:0in 0in 0.0001pt"><font size="1" face="arial, sans-serif"><a href="https://ucrsupport.service-now.com/ucr_portal?id=sc_category&catalog_id=3a53ea7e1b691c10eab58734ec4bcba0" target="_blank" style="color:blue">Browse and download course software</a> from the Student
Software Catalog </font></li><li class="MsoNormal" style="margin:0in 0in 0.0001pt"><font face="arial, sans-serif"><font size="1" style="">For live support, you can contact the BearHelp
helpdesk during normal business hours (M-F, 8am-5pm) at 951-827-4848 </font> </font></li></ul></div>