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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt'>Dear UCR User,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'>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.)<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'>The vendor that provides this method of MFA has notified UCR that there is currently a technical error that <i>may</i> 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: <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><b><u><span style='font-size:11.0pt'>Steps for SMS Code workaround: <o:p></o:p></span></u></b></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><ul style='margin-top:0in' type=disc><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt'>When attempting to access a secure UCR system via MFA, you will see the MFA login window.<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt'>Upon entering your credentials, you will be prompted to “Choose an authentication method.”<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt'>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. <o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt'>Please click the X and it will remove the blue banner.<o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt'>Next, click the green “Log In” button above to refresh your window. <o:p></o:p></span></li><li class=MsoNormal style='mso-list:l0 level1 lfo1'><span style='font-size:11.0pt'>You will now see the option to have text messages sent to your phone. <o:p></o:p></span></li></ul><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><u><span style='font-size:11.0pt;color:#C00000'>Please Note</span></u><span style='font-size:11.0pt;color:#C00000'>: 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.</span><span style='color:#C00000'> </span><span style='font-size:11.0pt;color:#C00000'>This application is free, does not rely on cellular service nor text messaging, and is easy to install and use.</span><span style='font-size:11.0pt'> 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 (<a href="https://ucrsupport.service-now.com/ucr_portal/?id=kb_article&sys_id=fa4fa6521bd2189063c62fc02a4bcbac">click here</a>). 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 (<a href="https://ucrsupport.service-now.com/ucr_portal?id=kb_article&sys_id=8e395a7b1bd0a4149c0b844fdd4bcb29">click here</a>). <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'>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. <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt'>Enabling Your Continued Success, <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;color:#393B41'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#003DA5'>Information Technology Solutions<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#003DA5'>University of California, Riverside<o:p></o:p></span></p><p class=MsoNormal><u><span style='font-size:10.0pt;font-family:"Arial",sans-serif;color:#003DA5'><a href="https://its.ucr.edu/"><span style='color:#003DA5'>ITS.UCR.EDU</span></a></span></u><span style='font-size:10.0pt;color:#003DA5'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;color:#393B41'><img border=0 width=192 height=59 style='width:2.0in;height:.6145in' id="Picture_x0020_1" src="cid:image002.png@01D6C962.DA009EA0" alt="UC_Riverside_Horiz_WhtBG_signature"><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:9.0pt;color:#393B41'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#393B41'>If you require technical support, please take one of the following actions: <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-size:8.0pt;font-family:Symbol;color:#393B41'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#003DA5'><a href="https://ucrsupport.service-now.com/ucr_portal?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b"><span style='color:#003DA5'>Submit a support ticket</span></a></span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#393B41'> if you need to report a problem to BearHelp <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-size:8.0pt;font-family:Symbol;color:#393B41'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#003DA5'><a href="https://ucrsupport.service-now.com/ucr_portal?id=ucr_sc_home"><span style='color:#003DA5'>Submit a request</span></a></span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#393B41'> for software, hardware, or a service enhancement <o:p></o:p></span></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-size:8.0pt;font-family:Symbol;color:#393B41'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#003DA5'><a href="https://ucrsupport.service-now.com/ucr_portal?id=kb_view2&kb=de6fdb4d37800f00a2e983dcb3990e7b"><span style='color:#003DA5'>Browse the ITS Knowledge Base</span></a></span><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#393B41'> for self-help articles <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;color:#393B41'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;color:#393B41'><o:p> </o:p></span></p></div></body></html>