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Select the links below to be taken to our most frequently asked questions about each topic. 

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If you need assistance, please contact the ITS Help Desk.

Table of Contents

• Account Lockout Troubleshooting
• Single Sign-on FAQs
• Password Troubleshooting FAQs
• Exchange Online Migration FAQs (Emails)
  
• Multi-Factor Authentication (MFA) FAQs
• Self-Service FAQs
• Clear Web Browser Data (History, Cookies, and Cache)

Account Lockout Troubleshooting

The entries flagged with asterisks (***) are the most common sources of an account lockout after a password change.

• Frequently Asked Questions (FAQs)
• How do I know if I've been locked out?
• Why am I getting locked out of my account?
• What should I do if I get locked out?
• Password Update Checklist
• Devices
• District computer login
  
• Windows PC
• Macbook
• Internet Accounts
• Passwords
• iPhone
• iPad
• Android
• Apps
• Email on mobile devices
• Outlook desktop app
• RSCCD.ORG Wi-Fi(***)
• Terminal Session (***)
  
• Microsoft Office365
• Adobe Creative Cloud
• Web Browsers
• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Apple Safari

Single Sign-on FAQs

• Introduction to Single Sign-On (SSO)
  
• What is Single Sign-On (SSO)?   How will SSO benefit me?
• SSO Login Errors
  
• I am receiving an error saying  "Incorrect user ID or password.  Type the correct user ID and password, and try again." 
• Student FAQs
• I am a new student.  I have NOT received my username or login credentials.
• I am a new student. I have received my username and login credentials, but I'm still unable to login.
• I am a student.  When I login to Office 365 or Outlook, I receive an error saying:  "Something went wrong, Please try again later" or  " can't be found".
• I am a student.  When I login to Canvas, I receive a message saying "Failed to Login.  Error:  could not find an account for ".  What do I do?
• What student applications are going to be using SSO authentication?
  
• As a student, who should I contact with questions?
• Staff and Faculty FAQs
• What information will I need to begin using SSO?
• Where can I find my Single Sign-On username and employee email address?
• How do I reset my password?
  
• What staff & faculty applications will be using SSO authentication?
• As an employee, who should I contact with questions?
• I am both an employee and a student.  What email address should I use to login?

Exchange Online Migration FAQs (Emails)

• Can I still use the Outlook application on my computer, or do I have to use it in a web browser?
• I can't access email at mail.rsccd.edu. I get a "something went wrong" message.
• I can't access email from outlook.office.com. I get a "something went wrong" message there too.
• When I go to outlook.office.com, I am already signed in with an existing Microsoft account from another institution / another company.
• I have email set up on my phone. It keeps prompting for a password. How do I fix this?

Frequently Asked Questions (FAQs) from Staff

• In Outlook desktop app, I am constantly being prompted for a password. How do I get rid of this?
• I was advised to use outlook.office.com as a temporary workaround, but need to open a shared mailbox. How do I do this?
• How do I add a shared mailbox to Outlook mobile app?
• My contacts and address list are not loading in Outlook after the migration. How do I fix this?
• I am receiving an error when trying to send emails from a shared mailbox.  The error is "You do not have permission to send the message on behalf of the specified user."
• When sending emails to a specific person, I'm getting an error that says, "Your message couldn't be delivered."  How do I fix this?
• My voicemail no longer works after the email migration.  What do I do?
  

Miscellaneous Outlook FAQs

• How do I turn off Focus Mode in Outlook?
• Copy and Paste no longer works from Outlook Web App.  How do I fix this?
• I lost my email signatures.  How do I re-create them?
• Why am I getting an error when trying to send emails with .DOCM files attached?

Multi-Factor Authentication FAQs

• General Information
• ​What is Multi-Factor Authentication (MFA)?
• How do I setup MFA?
• Why do we need MFA?
• Who is required to use MFA?
• What applications require MFA?
  
• Can I enroll in MFA now?
• Does registering for MFA give RSCCD access to my device?
• What if I do not have a mobile device to use as a MFA method?
• Approved MFA Methods
• Microsoft Authenticator (Recommended)
• Google Authenticator
• SMS Text Message
• Phone Call
• Hardware Token
• How to receive assistance with MFA
• I need help with MFA.  Who do I contact?
• What should I do if I lose or replace my device that has my MFA method?

Self-Service FAQs

• General FAQs
  
• What is Self-Service?
• How do I access Self-Service?
• I am unable to login to Self-Service.
  
• Faculty FAQs
  
• ​​Instructional Resources Available on Self-Service
• Employee Resources Available on Self-Service​
• I received an error trying to drop a student using the Drop roster.
• Are students notified if I drop them using the Drop roster?
• How do I access Web Attendance Tracking? Will entry of Positive Attendance (PA) Hours be enabled in Self-Service?
• Will my rosters or other information I entered into WebAdvisor be lost?
• If I have already graded in WebAdvisor, will I need to re-enter grades in Self-Service?​
• When using Self-Service, how do I see grades that I posted in WebAdvisor during the current or previous semesters? ​
• How do I save/print my grades, to submit as Proof of Grade submission?
• How can I get help grading in Self Service for the first time?
  
• What issues have been reported for Self Service?
• How can I provide additional feedback about Self Service? 
• I am having trouble using the "Email All" feature in Self-Service when emailing my class roster.
• Use Canvas to email students
• Set up a default mail client for your computer
• 
  
• Staff FAQs
• How do I access eForms (e.g., Absence forms, Time Cards, Budget Change, Status Change, etc?)
  
• Student FAQs
• Student Resources Available on Self-Service
• Who do I contact if I need assistance?
  
• WebAdvisor Decomissioned FAQs
  
• ​​Why was WebAdvisor decommissioned?
• When was WebAdvisor decommissioned?

Clear Web Browser Data (History, Cookies, and Cache)

• Frequently Asked Questions (FAQs)
  
• I am receiving an error "Bad Request - Header Field Too Long" (HTTP Error 400).
• I am receiving an error that says "Error Report Activity ID."
  
• I am receiving an error that says "Server Error in '/AttendanceWeb' Application.  Object reference not set to an instance of an object."
• How to Clear Cache & Cookies
• Google Chrome
• Mozilla Firefox
• Safari for Mac
• Microsoft Edge
• Microsoft Internet Explorer

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