[Tech-bulletin] IMPORTANT NOTICE: How to Resolve SMS Text Issues with UCR Multi-Factor Authentication (MFA)

[UCR Information Technology Solutions]

Dear UCR User,

 

You are receiving this email because according to your MyAccount portal
preferences you have opted to have SMS text message codes sent to your phone
as a method of multi-factor authentication (MFA.)

 

The vendor that provides this method of MFA has notified UCR that there is
currently a technical error that may prevent some users from being able to
send an SMS text code to their phone, as it may no longer appear as an
option on their device.  While the vendor works to correct the technical
error, ITS has identified a workaround. If you are currently experiencing
issues with the SMS method because you no longer see the option to send a
passcode via text, we encourage you to use this workaround:   

 

Steps for SMS Code workaround: 

 

*	When attempting to access a secure UCR system via MFA, you will see
the MFA login window.
*	Upon entering your credentials, you will be prompted to "Choose an
authentication method."
*	At the bottom of this window there is a blue banner that says "Enter
a passcode or contact your administrator for a bypass code." To the right of
this message is an X. 
*	Please click the X and it will remove the blue banner.
*	Next, click the green "Log In" button above to refresh your window. 
*	You will now see the option to have text messages sent to your
phone. 

 

Please Note: While we encourage you to use the workaround above, we would
also like to take this opportunity to remind you that ITS does not encourage
the SMS text option for MFA. The recommended MFA method is to authenticate
via the DUO Mobile application on your smartphone. This application is free,
does not rely on cellular service nor text messaging, and is easy to install
and use. Instructions on how to download and configure the Duo Mobile app on
your phone can be found in our Knowledge Base at kb.ucr.edu (click here
<https://ucrsupport.service-now.com/ucr_portal/?id=kb_article&sys_id=fa4fa65
21bd2189063c62fc02a4bcbac> ). An alternate recommended method is to download
a list of one-time use passcodes. This method also does not require cellular
service nor text messaging, but it does require you to have access to a copy
of the passcodes list. The instructions to enroll in this method and
download the codes can also be found in our Knowledge Base (click here
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article&sys_id=8e395a7b
1bd0a4149c0b844fdd4bcb29> ). 

 

We appreciate your patience as the vendor works to implement a fix and
encourage you to take this opportunity to update your MFA preferences for a
more convenient authentication experience. 

 

Enabling Your Continued Success, 

 

Information Technology Solutions

University of California, Riverside

 <https://its.ucr.edu/> ITS.UCR.EDU



 

If you require technical support, please take one of the following actions: 

.
<https://ucrsupport.service-now.com/ucr_portal?id=sc_cat_item&sys_id=d10c39e
e0f348300138942bce1050e8b> Submit a support ticket if you need to report a
problem to BearHelp  

.           <https://ucrsupport.service-now.com/ucr_portal?id=ucr_sc_home>
Submit a request for software, hardware, or a service enhancement 

.
<https://ucrsupport.service-now.com/ucr_portal?id=kb_view2&kb=de6fdb4d37800f
00a2e983dcb3990e7b> Browse the ITS Knowledge Base for self-help articles 

 

 

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