If any users come to the desk saying their UTORid does not work, they have two options:

1. Ask them to go to this web page and enter their UTORid and password, then go back and try logging into the service they were having trouble with: https://www.utorid.utoronto.ca/cgi-bin/utorid/verify.pl

2. Go to the Information Commons Help Desk at Robarts

Public PC Login Issue

PROBLEM: users UTORid and password suddenly don't work. Public PC responds as if it is incorrect. (may occur on more than one PC)
SOLUTION: If the network cable of the public PC is removed and put back, and you hit 'Cancel' at the login prompt, the PC logs in fine afterwards.

But for us to track this problem and resolve it, I need to know the time of the incident and the PC number.
So please call me immediately if i'm here.
If i'm not around, you may try the solution yourself (email/phone me the day/time/PC#)...or put an out of order sign on the PC and email or phone me.

This problem is extremely rare now, but may still occur. Jeff - Feb/08

Public PC Login For Users From Another Campus

If a student comes to us from another campus and needs to log into our public PCs for the first time...they have to register despite the fact that they have already done so at their own campus.

But the registration process is different for those with a UTORid on their card.

1. If the UTORid is on the users card, they must go to Robarts Information Commons Help Desk.
There they are issued a secret activation key to complete the process. It cannot be issued here, nor can they use any such key given to them at another campus.

2. If the UTORid is NOT on the users card, they can register here from our locked Public PCs.
Direct them to the button in the lower right corner of the public PC login form that states"UTORid Activation and help...".

Login to network not working.

User has tried logging into our network and cannot. (wired, wireless, public PC)
Has tried on two different PC's, or twice on their laptop.
Is certain that they are entering the information correctly, and may even state that it worked recently at Robarts or elsewhere.

Information Commons has recently suggested that before sending them to their Help Desk we could get them to check their information at the UTORid web page. Either with our help at the desk, or by themselves...using the new user access button "UTORid Activation and Help" to get in.
Follow this path:

1. https://www.utorid.utoronto.ca/
2. Click on Activate
3. Enter your UTORid
4. Enter your UTORid password (not your Secret Activation Key)
5. Click on Validate (see below)

=============================================
Enter your UTORid:

Enter your Secret Activation Key:

your UTORid and Secret Activation Key.
=============================================

This will fix a majority of the 'users credentials don't get into the system correctly' problems and allow the users to login almost immediately. Otherwise, it will give an indication of what the problem may be if it can't be fixed.

If the Validation form responds that the validation succeeded, then they should try to logon again. It should work (99.99% of the time) if they've confirmed the account is valid.

If the validation fails, then they need to come to the IC Help Desk for someone to determine what the problem really is.

UTORid Password Reset - Students Only

Go to: http://www.utorid.utoronto.ca/

Look under the "Password Management" section and click on 'reset':

reset your forgotten password (students only)

This takes them to a page that asks them to enter their UTORid.
Then a series of questions will be asked so the user can be verified.
They are asked to enter a new password.
The new password will not be active until the next day.

This feature is tied into the ROSI database, so only students can use it.
Staff, faculty, and alumni will still need to go the Information Commons Help Desk.