System Outage and Upgrade

Upgrade on keys of keyboard

The university upgraded Microsoft services to enhance the user experience and allow for better integration between systems over the weekend of January 20 to January 22.

ASSISTANCE AND SUPPORT
The University of Western States Information Technology team is here to assist you after the outage and device upgrade. Email [email protected] for assistance.


Student System and Outage FAQs

LOGGING BACK IN AFTER THE OUTAGE

How do I re-access my systems following the outage?  
Please access updated sign-on instructions here.

SINGLE SIGN-ON (SSO) INFORMATION
Microsoft Authenticator: New multifactor authentication (MFA) process for students 

  • Students will be prompted to sign into Canvas, Microsoft365, or any other web based SSO application at least once every day on personal devices.
  • Closing the browser application and reopening it will normally force it to reprompt for credentials and MFA if off campus.
  • If students are on campus, they will not receive the authenticator prompt when logging into Canvas, Microsoft365, or any other SSO application.
  • Using applications (Outlook, OneDrive, etc) instead of web appications will reduce reprompts for authentication to only occur for password changes and (occasiionally) a major application update.

The reasoning behind this security restriction is that students often sign into web browsers on computers that they do not own and forget to log out. This opens the door for everything from phishing campaigns to inappropriate access to student data.

How does the outage impact the use of Microsoft Authenticator?  
Following the outage, students will need to download, install and begin using a new iteration of the Microsoft Authenticator app. Detailed instructions may be found here.

UWS USERNAME AND PASSWORD

Will I need to change my password?
Users whose passwords meet the password requirements will use their existing password following the outage. If your password does not meet the requirements listed below, you will be prompted to update your password following the outage. You can use the self-service password reset function now to prepare. 

What are the password requirements following the systems outage?
Your password must meet the following requirements:

Length – at least 11 characters

Complexity – at least 3 different types of characters:

  • Uppercase letters
  • Lowercase letters
  • Numbers or symbols

Additional requirements:

  • Must be different than the three (3) previous passwords used
  • May not contain any part of your name or login ID

I got a message from UWS that my username is changing. What does this mean?  
In some cases, the university will need to modify student usernames and email addresses during the systems upgrade to avoid duplicative users. If you received notification that your username and email address are changing, you will begin using your new username and email address following the systems outage on January 22, 2024. 

Any emails sent to your previous email address will be automatically forwarded to your new address.

My username stopped working after the outage. What do I do?  
If your username is not working, your username may have been modified as part of the upgrade process. Students with modified usernames would have received a communication from IT support prior to the upgrade. Please contact IT support for assistance with your username and log-in to UWS systems.  

MICROSOFT OFFICE

Can I still access my Microsoft Office applications, like Teams and Outlook, on my mobile device?
Yes! However, IT recommends that employees and students who downloaded Teams, Outlook, or other Microsoft applications on their mobile devices delete these applications and redownload them.

  • This process is often easier than removing the previous UWS account information and setting up the Community Solution accounts.

Still not sure you’re getting all your emails?
Log out and then back into your UWS email account to be sure it’s synching correctly. You might need to clear your cache and/or delete saved cookies. You may also need to log out of your browser if you are using Microsoft Edge.

Email [email protected] if you have any problems, or visit the temporary help station set up in the Group Study area on campus.

OTHER SYSTEMS 

Will my username and password for the financial aid system – PowerFAIDS – change?  
No, your username and password to PowerFAIDS will NOT change because of systems upgrade and outage. You will continue to log-in using your unique numerical ID and password.  

Will my username and password for eMedley/ExamN change?  
No, your username and password for eMedley/ExamN will remain the same. You will continue to log in with your existing username and password. 

Employee System Outage and Upgrade FAQs

EMPLOYEE WIFI ON CAMPUS

The employee WiFi network on campus has changed following the outage.

  • New network name: UWS Domain
  • Password was sent out in the email to all employees on January 22.

SINGLE SIGN ON (SSO)

AUTHENTICATOR INFORMATION
Single Sign-On (SSO) authentication will change following the systems outage. DUO, currently used to authenticate your Workday account, will be used for authentication in lieu of Microsoft Authenticator. 

More information can be found here.

UWS USERNAME AND PASSWORD

Will I need to change my password following the outage?
Users whose passwords meet the password requirements will use their existing migration.uws.edu (Workday) password following the outage. If your password does not meet the requirements listed below, you will be prompted to update your password following the outage. You can use the self-service password reset function now to prepare. 

What are the password requirements following the systems outage?
Your password must meet the following requirements:

Length – at least 11 characters
Complexity – at least 3 different types of characters:

  • Uppercase letters
  • Lowercase letters
  • Numbers or symbols

Additional requirements:

  • Must be different than the three (3) previous passwords used
  • May not contain any part of your name or login ID

I got a message from UWS that my username is changing. What does this mean?  
In some cases, the university will need to modify usernames and email addresses during the systems upgrade to avoid duplicative users. If you received notification that your username and email address are changing, you will begin using your new username and email address following the systems outage on January 22, 2024. 

Any emails sent to your previous email address will be automatically forwarded to your new address.

My username stopped working after the outage. What do I do?  
If your username is not working, your username may have been modified as part of the upgrade process. Employees with modified usernames would have received a communication from IT support prior to the upgrade. Please contact IT support for assistance with your username and log-in to UWS systems.  

MICROSOFT OFFICE

Can I still access my Microsoft Office applications, like Teams and Outlook, on my mobile device?
Yes! However, IT recommends that employees and students who downloaded Teams, Outlook, or other Microsoft applications on their mobile devices delete these applications and redownload them

  • This process is often easier than removing the previous UWS account information and setting up the Community Solution accounts.

MICROSOFT OUTLOOK

I didn’t get a chance to pick up my new device yet. How do I access my email?
If you are still using your old device following the outage, you will need to access your Outlook emails from a web browser at https://outlook.office.com/mail/.

Make sure that you sign out of Outlook and your other Microsoft Office products before trying to sign back in. Additionally, if you are using the Microsoft Edge web browser, you need to sign out from Edge as well. You might need to clear your cache and delete and cookies as well if you’re still having trouble.

MICROSOFT TEAMS

I received several Teams notifications about being added to certain teams in Teams. Should I be concerned?
This is no cause for concern, as each UWS user needed to be re-added to all of their existing teams in Teams as part of the system upgrade, prompting a notification for each one.

Why can’t I get into my Teams meetings after the outage?
Unfortunately, as part of the Teams upgrade, existing meeting links are no longer operational. For any future or recurring meetings that you are hosting, you will need to go into the meeting and recreate the meeting link for distribution to attendees. If you are a meeting attendee and a meeting link isn’t working, kindly reach out to the meeting host and ask for a new link.

MICROSOFT ONEDRIVE

Will the system upgrade affect my OneDrive files or any files shared with me?
Users should be able to access any files shared with them when they open OneDrive. Please note that it may take a while for the files to appear in your Shared folder. However, just like with Teams, the hyperlinks for shared files will need to be reshared/recreated, as the old links will no longer work.

OTHER SYSTEMS  

Will my username and password for eMedley/ExamN change?  
No, your username and password for eMedley/ExamN will remain the same. You will continue to log in with your existing username and password. 

What about Citrix applications, Milestone, Lenel and Badgepass?   
Some applications will continue using your previous UWS username and password. You may need to append “uwsnet\” before your login. These are Citrix applications, Milestone, Lenel and Badgepass.

To access Citrix, please follow the instructions outlined in this knowledge base article: https://universityofwesternstates.freshservice.com/support/solutions/articles/18000091409

How do I access Udocs/non-public files on the UWS website?   
The authentication required for non-public files hosted on the UWS website (i.e. internal policies, request forms, etc.) will now use your existing migration.uws.edu (Workday) username and password.

For those who manage files in Udocs, the login experience will be the same as described above. The URL will remain the same (https://ftp.uws.edu:8443).

Employee New Device FAQs

FULL-TIME EMPLOYEE DEVICE UPGRADE  

New Microsoft Surface 5 Laptops
All full-time employees will be upgraded to a new Microsoft Surface 5 laptops featuring Windows 11. These devices offer the latest performance, security and productivity features. Surface docks will be provided to employees who were using older Lenovo or older Surface Pro laptops. Employees who have been using HP laptops will continue to use their HP docks, which are compatible with the new Microsoft Surface laptops.

If you are an adjunct faculty member, please contact your program dean/director for specifics on device allocation and outage impacts and how they apply to your situation.

How will I receive my new device?  
Starting the week of January 8, 2024, upgraded Surface laptops with Windows 11 will be delivered via FedEx to fully remote benefitted employees who live outside the Portland metropolitan area. If this describes your situation and you have not received your device by Tuesday, January 16, reach out to IT Support.

Due to the winter weather-related campus closures this week, IT has graciously opened additional windows for device pick-up:

  • Provided campus is open (watch for closure alerts on the UWS Safe app), employees may pick-up their devices this weekend between 2 p.m. – 6 p.m. on both Saturday, January 20, and Sunday, January 21, in the quiet study area on the second floor.
  • For those employees who are unable to collect their devices before Monday, January 22, IT support staff will be available in the quiet study area (on the second floor) for device pick-up and support from Monday, January 22, to Friday, January 26, from 8 a.m. to 6 p.m. PST.

Will the new Surface laptops come with a docking station?   
New laptops will come with a docking station if replacing a Lenovo laptop or older Microsoft SurfacePro. HP docks will be used with the upgraded Surface Laptops. Printed device step-up instructions will be provided to employees in the new laptop box.     

What is the best process if the docking station is not compatible with an employee’s current screen and camera set-up?  
The new docking station should be compatible with current screens and cameras. Users who experience any issues should contact IT support.  

What happens if I have not received my new device? 
Remote employees (outside the Portland metro area) who have not received their new device by January 15, 2024, should contact IT support.

Hybrid and on-campus employees are responsible for picking up their new devices on campus at their earliest convenience during the windows for pick-up listed above.

If I didn’t have a chance to pick up my new device, can I still access UWS systems from my old computer?   
Microsoft services (such as Outlook email, Teams, and Microsoft Office Suite), UWS network access, and UWS systems (such as PowerCampus, PowerFAIDs, ERX, Workday, etc.) will still be accessible on your current device. However, we encourage you to pick up your new device as soon as possible. 

If you are still using your old device following the outage, you will need to access your Outlook emails from a web browser at https://outlook.office.com/mail/.

How do I transfer my files to my new computer?
In order to have a seamless experience transitioning to using your new laptop, we recommend you begin backing up your files now. OneDrive syncing and backup is the recommended method to transfer data from your current laptop to your new Surface laptop. Follow these instructions to get started with OneDrive.

How do I log in to my new computer?
You can follow the instructions included in your laptop box, which are also linked here. Note: You will be using your UWS username along with your migration.uws.edu (Workday) password when prompted.

Will I have to change my password?
Users whose passwords meet the password requirements will use their existing migration.uws.edu (Workday) password following the outage. If your password does not meet the requirements listed below, you will be prompted to update your password following the outage. You can use the self-service password reset function now to prepare. 

What are the password requirements following the systems outage?
Your password must meet the following requirements:

  • Length – at least 11 characters,
  • Complexity – at least three different types of characters: lowercase letters, numbers or symbols,
  • Must be different than the three (3) previous passwords used, and
  • May not contain any part of your name or login ID.

Will I still need to authenticate when I log into my new computer?
Yes, Single Sign-On (SSO) authentication is still required, but the process will change following the systems outage. DUO, currently used to authenticate your Workday account, will be used for authentication in lieu of Microsoft Authenticator. More information can be found here.

Will the “H drive” survive this transition and will employees who store their files on the “H drive” still be able to access them as they have always done?
Yes! The H drive will remain through the Microsoft integration and device upgrade, and you should be able to continue to use it and access your files as previously.

When can I begin using my new computer?
You will not be able to log into your new device until after the systems outage and upgrade is complete, which is scheduled for Monday, January 22, at 8 a.m. PST.

How do I return my old laptop?
If you are a hybrid or on-campus employee, you will return your device to campus. Remote employees (outside the Portland area) will ship their devices back using the instructions provided with the new device.

All of your data will be wiped from your device upon return to IT.