[Campus Notice] Troubleshooting Guidance for UCR Multi-Factor Authentication Changes

Tue Feb 25 14:42:42 PST 2025

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UCR's MFA Options Have Changed

UCR's enhancements to MFA are now live. If you are experiencing challenges
authenticating, it may be because you do not have a secure method
configured. Please see the guidance below.
Troubleshooting Guidance

"I usually use SMS text, phone call, or MyAccount passcodes lists to
authenticate."
Read the Guidance
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article_view&sysparm_article=KB0012201>

These options are no longer available. This knowledge article provides
guidance on how to use UCR's account reset feature to log into MyAccount so
that you can configure a secure MFA method.
"I have the Duo Mobile app but I got a new phone/tablet and haven't been
able to connect it."
Read the Guidance
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article_view&sysparm_article=KB0012016>

You will need to remove your old device and add your new device. This
knowledge article provides guidance on how to replace a device (phone or
tablet) in Duo.
"I have never enrolled in MFA before."
Read the Guidance
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article_view&sysparm_article=KB0010310>

This knowledge article provides guidance for those enrolling in MFA for the
first time, as well as for those who want to add Duo Mobile as an
additional authentication method.

If you are experiencing a different issue, please submit a support ticket
<https://ucrsupport.service-now.com/ucr_portal?id=ucr_guest_ticket> or call
the helpdesk at 951-827-4848. Alternatively, you can receive in-person
support at one of the IT Support Services stations located in Rivera
Library, Orbach Library, and the Student Success Center.

Secure Authentication Options

Duo Mobile App
Read the Guidance
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article_view&sysparm_article=KB0010310>

This knowledge article provides guidance on how to use the Duo Mobile app,
as well as how to authenticate using Duo verified push notifications.
Duo Desktop App
Read the Guidance
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article_view&sysparm_article=KB0012281>

This knowledge article provides guidance on how to use the Duo Desktop app
to authenticate your login.
Device Biometrics
Read the Guidance
<https://ucrsupport.service-now.com/ucr_portal?id=kb_article_view&sysparm_article=KB0012279>

This knowledge article provides guidance on how to configure your device's
available biometrics (e.g., FaceID, TouchID, Windows Hello) to authenticate
your login.
Security Key

A self-purchased security key can be configured as an authentication option
so long as it is WebAuthn/FID02 compliant. If you need assistance
configuring your security key, please contact BearHelp
<https://ucrsupport.service-now.com/ucr_portal?id=ucr_home_new&logged_in=false>
.
Accommodation

If you have accessibility concerns and need to request an accommodation,
please contact the Workers' Compensation and Disability Program
<https://workerscomp.ucr.edu/disability-management> (WCDP) for UCR
employees or the Student Disability Resource Center <https://sdrc.ucr.edu/>
(SDRC) for students.
Additional Resources

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Webpage: Upcoming MFA Enhancements

This webpage serves as a landing page for information about planned changes
to MFA in response to new cybersecurity requirements.
Visit the Webpage <https://its.ucr.edu/mfa>

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Blog Article: Changes to Multi-factor Authentication (MFA) are Coming to UCR

This article contains important details about this change and what you can
expect in terms of your new user experience.
Read the Blog Article
<https://its.ucr.edu/blog/2025/02/14/changes-multi-factor-authentication-mfa-are-coming-uc-riverside>

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Video: Duo Authentication Updates

Watch this brief video to understand the changes that are coming to your
login experience.
Watch on YouTube <https://www.youtube.com/watch?v=gOiqZRDgAqs>

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Video: Message from the Provost

Watch this video message from Provost Watkins to learn why UCR is
strengthening MFA, along with other key steps we must take to keep our
Highlander community safe.
Watch on YouTube <https://www.youtube.com/watch?v=8-bMZddr-Bc>

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Reason for Change: UC Cybersecurity Mandate 2025

These changes are part of UCR's plan to better protect our community and
comply with a new UC systemwide mandate.
Learn About the Mandate <https://its.ucr.edu/cybersecurity-mandate-2025>

Need IT help? Submit a support ticket at its.ucr.edu/help

Information Technology Solutions

Computing & Communications Building

900 University Ave.

Riverside, CA 92521

951-827-4848 | its.ucr.edu
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