Computer troubleshooting tips:
Question: How do I download a program onto my Redeemer Issued computer?
Answer: Many applications can be downloaded following the instructions posted on the App (https://app.redeemer.ca/pages/software-on-redeemer-systems).
Question: My computer won’t turn on?
Answer: Try a hard reboot (pushing the power button for 15-30 seconds and then pushing it again).
Question: My computer is Redeemer issued and I can’t log in?
Answer: If you reset your password off campus recently, you laptop will still be using your old password (unless you used VPN). If you used VPN, you will need to log onto your computer while on Redeemer Wifi (preferably through ethernet) and you might have to restart you machine if issues persist.
Warning: Redeemer IT Department does not service personal computers.
Discovery troubleshooting tips:
Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.
Question: It says my password is going to expire but the link to reset it is not working.
Answer: The link does not work. Please go to https://reset.redeemer.ca to reset your password.
Question: My course is not showing up.
Answer: Check to make sure the course is not hidden. If you still cannot find it, please contact registrar@redeemer.ca.
Gmail (or Google Workspace) troubleshooting tips:
Question: I cannot log in for a reason other than 2 Factor Authentication (2FA).
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.
One Card (TouchNet) troubleshooting tips:
Question: I cannot log into the TouchNet 360u app.
Answer: Please see the instructions posted on the app (https://app.redeemer.ca/pages/touchnet-mobile-apps). Note, if you recently changed your phone (the physical device), you will need to submit this form.
Question: I cannot log into the Onecard website.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.
Question: Which App should I use?
Answer: TouchNet 360u. If you have any others, you can delete them.
Question: What login method should I use for the TouchNet 360u app?
Answer: “Username” is IT recommended.
Parking/Door Access troubleshooting tips:
Question: How do I order a transponder or parking pass?
Answer: Go to https://secure.touchnet.net/C20321_ustores/web/store_main.jsp?STOREID=8&SINGLESTORE=true
Password troubleshooting tips:
Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.
Question: I am locked out.
Answer: Your account will automatically unlock in 1 hour. If you submit this form and someone at the IT Help Desk is able to help you within an hour, your account may be unlocked sooner. This is not guaranteed.
Question: My Microsoft Office 365 account doesn’t match my current Redeemer password.
Answer: Microsoft passwords are not synchronized with any other Redeemer passwords. If you have recently reset your Redeemer password, Microsoft was not affected. See the instructions posted on the App to find out how to change your Microsoft password (https://app.redeemer.ca/pages/microsoft-office-365).
Phones troubleshooting tips:
Question: My phone won’t ring when receiving a call.
Answer: Check your Do Not Disturb (DND) settings. If you don’t know how, please see the instructions posted on the App (https://app.redeemer.ca/pages/desk-phone-and-voicemail-faq).
If you believe your problem affects multiple people, please check the status monitor board before submitting the form to see your problem has already been reported (https://redeemeruniversity1.statuspage.io/).
Self Service troubleshooting tips:
Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.
Question: My antivirus software is marking the site as phishing.
Answer: The site is secure. You can mark it as such in your antivirus software and then you will be able to access the website again.
Question: I am an Alumnus, Retiree, or Emeritus and I am trying to access Self Service for my tax forms (or another reason).
Answer: Please contact hr@redeemer.ca and ask for your password to be reset for Self Service.
Since you are an Alumnus, Retiree, or Emeritus, please contact hr@redeemer.ca and ask for your password to be reset for Self Service.
Since you are an Alumnus, Retiree, or Emeritus, please contact hr@redeemer.ca and ask for your password to be reset for Self Service.
Since you are an Alumnus, Retiree, or Emeritus, please contact hr@redeemer.ca and ask for your password to be reset for Self Service.
Redeemer App troubleshooting tips:
Question: I cannot log in.
Answer: Try resetting your password at https://reset.redeemer.ca before submitting the form.
Question: A section or group on the App is not visible when it should be.
Answer: Please contact communications@redeemer.ca
If this issue can be reproduced, please provide the steps necessary to reproduce.
If you have a screenshot or other files that would benefit us to fix this issue, please attach them here.