<div dir="ltr"><div class="gmail_quote"><div dir="ltr" class="gmail_attr"><font color="#000000">Dear Highlander Community, <br></font></div><div dir="ltr"><div class="gmail_quote"><div dir="ltr"><div dir="ltr"><div><font color="#000000"><br></font></div><div><font color="#000000">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</font> <a href="https://status.duo.com/" target="_blank">https://status.duo.com/</a>. </div><div><br></div><div><font color="#000000">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. Users experiencing issues accessing MyAccount to setup the DUO mobile application are encouraged to perform the following steps: </font></div><div><ul><li><font color="#000000">Select "Forgot your password?" from the login screen.</font></li><li><font color="#000000">On the MyAccount page, use Option 2 and enter the personal, non-UCR email account you have on file in UCPath (please note this option will not work if you do not already have a personal email account on file with the University). A reset link will then be emailed to this email account.</font></li><li><font color="#000000">Clicking the reset link will allow you to create new security questions and a new password in MyAccount.</font></li><li><font color="#000000">Once in MyAccount, please</font> <a href="https://ucrsupport.service-now.com/ucr_portal/?id=kb_article&sys_id=5f841cb11b0b6010453e7592cd4bcb61" target="_blank">follow the steps</a> <font color="#000000">to enroll your smartphone or tablet in DUO mobile and download the free application. </font></li></ul><div><font color="#000000">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.</font> <a href="https://ucrsupport.service-now.com/ucr_portal?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b" target="_blank">Support tickets</a> <font color="#000000">may be submitted after hours but will not be processed until the next business day. </font></div><div><font color="#000000"><br></font></div><div><font color="#000000">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. <br></font></div></div><div><font color="#000000"><br></font></div><div><font color="#000000">In IT Together, </font></div><div><div><p class="MsoNormal" style="margin:0in 0in 0.0001pt;line-height:15.6933px;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:9pt;line-height:12.84px;font-family:Arial,sans-serif;color:rgb(0,61,165)"><br>Information Technology Solutions</span></p><p class="MsoNormal" style="margin:0in 0in 0.0001pt;line-height:15.6933px;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:9pt;line-height:12.84px;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:15.6933px;font-size:11pt;font-family:Calibri,sans-serif"><a href="https://its.ucr.edu/" style="color:rgb(5,99,193)" target="_blank"><span style="font-size:9pt;line-height:12.84px;font-family:Arial,sans-serif;color:rgb(0,61,165)">ITS.UCR.EDU</span></a><span style="font-size:9pt;line-height:12.84px;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" style="color:blue" target="_blank">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" style="color:blue" target="_blank">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" style="color:blue" target="_blank">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" style="color:blue" target="_blank">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">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></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Thu, May 27, 2021 at 3:06 PM UCR Information Technology Solutions <<a href="mailto:its@ucr.edu" target="_blank">its@ucr.edu</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><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" target="_blank">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" target="_blank">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)" target="_blank"><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" style="color:blue" target="_blank">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" style="color:blue" target="_blank">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" style="color:blue" target="_blank">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" style="color:blue" target="_blank">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">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>
</blockquote></div></div>
</div></div>
</div></div>