IT Help Desk — Issue Submission

Name(Required)

First Last

Email (@redeemer.ca)(Required)

Please put your Redeemer Gmail address here. Other emails may prevent your request from being seen. If you do not have a Redeemer Gmail address, please provide your personal email and follow up with us if you haven’t heard back in a few business days.

Redeemer ID(Required)

Your student number or staff ID number. Example: 0919123

I am a:(Required)

I am (other)(Required)

Welcome to Redeemer! Please read through the following to see if your question/concern is answered before sending in your request.

Question: How do I change my password?
Answer: Please go to reset.redeemer.ca. Additional instructions can be found in the email “Setting up your Redeemer account” from the Registrar’s Office.

Question: I am trying to reset my password but it is asking me to verify my identity through my Redeemer email. What do I do?
Answer: Please follow the instructions include in the email “Setting up your Redeemer account” from the Registrar’s Office. Your temporary password should allow access to your Redeemer Gmail account so you can receive the MFA code from reset.redeemer.ca.

Question: Who do I contact for remote password help?
Answer: Please contact us (IT) through this form!

Question: Do I have to turn on 2-Step Verification (2SV) for my email?
Answer: Yes, 2SV is required for all student accounts. Visit this page for more information and instructions. Note: If you do not have a secondary device (e.g. mobile phone or tablet) to set up 2SV, then you will be required to purchase a hardware security device (e.g. YubiKey) at your own expense.

Question: How do I access my Microsoft Office 365 account?
Answer: Go to www.office.com and sign in. Your temporary password from the Registrar’s Office will be your current password. Note: MSO365 passwords do not sync with (will not automatically be the same as) other Redeemer passwords. Please visit this page for more information.

Question: Is there on campus printing? How do I use it?
Answer: Go to this page for more information about Redeemer’s on campus printing services.

Question: What are Redeemer’s minimum technical requirements? Can I use a Chromebook?
Answer: Please visit this page for more information. Chromebooks are not recommended or supported by Redeemer’s IT department.

If this has not answer your question/concern, please send in this form. Don’t forget to include your personal email address so that we have a way to respond to you!

Desk extension or mobile number (if applicable)

Office number (if applicable)

What problem are you experiencing?(Required)

If you believe your problem is affecting multiple people, please check the status monitor board before submitting the form to see it has already been reported.

Classroom Technology

Please read the classroom instructions before submitting this form. They can be found on the desktops in every classroom or on this page.

Relevant App pages:

For more information on classroom technology, please go to this page.

Troubleshooting tips:

Question: What is the login for the podium computer?
Answer: No login is required. Please restart the computer and it will automatically unlock.

Question: What input should be selected for the projector?
Answer: Most classrooms use HDBaseT, but there are a few that use HDMI 1 or 2 inputs. The projector should default to the correct input when turned on.

Question: Audio isn’t working?
Answer: See the classroom instructions.

Classroom Number(Required)

What is the issue?(Required)

Colleague

Relevant App pages:

For information about Colleague and working from home, please go to this page.

What is the issue?(Required)

Cannot access Colleague

Request for additional access/roles

Request about Colleague Test

Unexpected error (please state the exact wording below)

Other

Computer

Relevant App pages:

For information on Redeemer issued devices and working from home, please go to this page.
For information on student device recommendations, please go to this page.
For information on Respondus LockDown browser, please go to this page.

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 (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 Wi-Fi (preferably through ethernet) and you might have to restart you machine if issues persist.

Is your computer Redeemer issued?(Required)

Yes

Redeemer Asset Tag Number(Required)

What is the issue?(Required)

It won’t turn on even after rebooting

Keyboard and/or mouse are not working

Power cord/charger is not working

Requesting program download by Admin (see troubleshooting before submitting)

Other

Warning: Redeemer’s IT Department does not service personal computers.

Discovery

Troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at 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: Please go to 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 either registrar@redeemer.ca or your professor.

What is the issue?(Required)

Cannot log in and I tried resetting my password already

New feature request

Other

Google Workspace

Relevant App pages:

For information about Google Workspace please go to this page.
For more information about 2SV/2FA/MFA, please go to this page.
For information about accounts and password, please go to this page.

Troubleshooting tips:

Question: I cannot log in for a reason other than 2-Step Verification (2SV/2FA/MFA).
Answer: Try resetting your password at reset.redeemer.ca before submitting the form.

What is your personal email address and/or phone number? (In case your Redeemer email address isn’t work so we have a way to contact you)(Required)

What is the issue?(Required)

Cannot log in due to 2-Step Verification (2SV/2FA/MFA)

Cannot log in for a different reason (not 2SV related) and I tried resetting my password already

Do not have access to a google workspace service (i.e. Drive, Sheets, Docs). Please list the service below.

I would like to request that 2SV is disable temporarily so I can switch my phone number

Other

Informer

Which version are you using?(Required)

Informer 4

Informer 5

Other

What is the issue?(Required)

Cannot access Informer

Unexpected error (please state the exact wording below)

Other

Microsoft Office 365

Please be aware that Redeemer IT department provides password management for Office 365, but we do not support this personal software in any way, shape, or form.

Relevant App pages:

For more information about Microsoft Office 365, please go to this page.

Troubleshooting tips:

Question: I have never logged in before and don’t know what my password should be.
Answer: Your first password will be the same as your first temporary password for your other Redeemer accounts (of the form Xx-000000). Please search your personal email for this password before submitting any requests (try the email heading: “Setting up your Redeemer account”).

Question: I was told to contact IT for a code to activate my MS account.
Answer: Your MS account is already activated. Please see the above question for help trying to log in.

Question: I cannot log in.
Answer: Try following the instructions posted on the App.

Question: I don’t know how to download Microsoft Office 365.
Answer: Try following the instructions posted on the App.

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.

What is the issue?(Required)

Cannot access a certain application (please tell us which application below)

Cannot login for reasons other than password issues

Password reset request (I already tried to find my first Redeemer password and it didn’t work)

Other

Network

Relevant App pages:

For information about accessing Redeemer’s network from home, please go to this page.

Troubleshooting tips:

A common fix to network issues is restarting your device. If issues still persist after a reboot, please submit this form.

Where on campus are you trying to connect (building and room number)?(Required)

What method are you using to connect to the network?(Required)

Redeemer Wi-Fi (public)

FacStaff WiFi

Ethernet (hard wired connection)

VPN

What is the issue?(Required)

Dorm Wi-Fi

The Redeemer Wi-Fi is down for the whole campus (see troubleshooting before submitting)

The Redeemer Wi-Fi is down in my specific location (see troubleshooting before submitting)

The Redeemer Wi-Fi is slow in my specific location (see troubleshooting before submitting)

Other

OneCard (TouchNet)

Relevant App pages:

For more information about the TouchNet 360u app, please go to this page.

Troubleshooting tips:

Question: I cannot log into the TouchNet 360u app.
Answer: Please see the instructions posted the App (includes mobile device self-unenrollment).

Question: I cannot log into the OneCard website.
Answer: Try resetting your password at 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: SSO is IT recommended.

If you are using the TouchNet 360u App, have you changed your phone (the physical device) recently (or since last log in)?(Required)

Yes

What is the issue?(Required)

Cannot log into the OneCard website and I tried resetting my password already

Cannot log into the TouchNet 360u app and I followed the instructions given in troubleshooting above

Unable to open doors/parking

Unable to upload ID photo

Unable to upload money (and I am using a credit card)

Other

Parking/Door Access

Relevant App pages:

For more information about parking, please go to this page.
For more information about the TouchNet 360u (digital OneCard) app, please go to this page.

Troubleshooting tips:

Question: How do I order a transponder or parking pass?
Answer: Go to this website.

What is the issue?(Required)

Transponder will not open parking gate (please tell us which gate below)

Unable to open doors with OneCard (please tell us which door numbers below)

Unable to open parking gate with OneCard (please tell us which gate below)

Other

Password

Relevant App pages:

For more information about accounts and passwords, please go to this page.

Troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at reset.redeemer.ca before submitting the form.

Question: I am trying to reset my password but it is asking to send a verification code to my Redeemer email. What do I do?
Answer: Your password should work for accessing your Redeemer email to receive the verification code. If it does not, please contact us through this form. See the instructions posted on the App to learn how to reset your password and set up additional MFA options for the future.

Question: I am locked out.
Answer: Your account will automatically unlock in 30 minutes. If you submit this form and someone at the IT Help Desk is able to help you within 30 minutes, 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.

For remote (not in person) password help, please do not fill out this form. Instead, contact the Registrar’s Office (regoffice@redeemer.ca).

What is the issue?(Required)

I’ve been locked out (see troubleshooting above before submitting)

I forgot the answers to my security questions

My password won’t work and I tried resetting it

Other

What services are you not able to access?(Required)

Discovery

Gmail/Google Workspace

Self Service

Microsoft Office 365 (Note: Microsoft passwords are not synchronized with any other Redeemer passwords. If you have recently reset your Redeemer password, Microsoft was not affected.)

OneCard (TouchNet)

Other

What is your personal email address and/or phone number? (In case your Redeemer email address isn’t work so we have a way to contact you)(Required)

Phones

Don’t forget to add your extension number above!

Relevant App pages:

For more information about Redeemer phones, please go to this page.

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.

Where is the phone located?(Required)

What is the issue?(Required)

I cannot place a call using my phone or there is no dial tone

My phone won’t ring when receiving a call (see troubleshooting before submitting)

Request for voicemail to email feature (don’t forget to include your extension number in this ticket)

The display is blank or weird

Voicemail issue

Other

Printing

Relevant App pages:

For more information about printing, please go to this page.

Troubleshooting tips:

Question: How do I print using a non-Redeemer issued device or a Redeemer MacBook?
Answer: Go to print.redeemer.ca and follow the on-screen instructions.

Which printer(s) are you experiencing problems with (is there a name tag on the printer)?(Required)

What is the issue?(Required)

My document(s) didn’t print or printed incorrectly

My document(s) won’t finish loading

Out of: Paper

Out of: Staples

Out of: Toner

Out of: Other

Paper jam

There is an error message on the printer (please repeat the error message below)

Other

What method of printing were you using?(Required)

Web Print (print.redeemer.ca)

Direct (FACSTAFF through ECOPRINT)

Other

What document types were you printing?(Required)

Excel (.xlsx, etc.)

JPEG (.jpeg, etc.)

PDF (.pdf)

PNG (.png)

PowerPoint (.pptx, etc.)

Text (.txt)

Word (.docx, etc.)

Other

Self Service

Troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at reset.redeemer.ca before submitting the form.

Question: I have encountered http bad header / footer too long error.
Answer: Clear your cookie cache or use an incognito browser.

Question: The website won’t load.
Answer: Some browser prevent the redirect used by self service to work. If you have not done so already, please try this link specifically.

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 and I am trying to access Self Service for my tax forms or transcript.
Answer: Alumni don’t have access to Self Service. Please contact studentaccounts@redeemer.ca for tax forms or you can create a free account on the CRA website and access your tax forms there. Please fill out this form or contact regoffice@redeemer.ca for official transcripts and or grade listings.

Question: I am a Retiree and I am trying to access Self Service for my tax forms (or another reason).
Answer: Please contact hr@redeemer.ca or you can create a free account on the CRA website and access your tax forms there.

Since you are an Alumnus or Retiree, you do not have access to Self Service. Please see the note above and do not submit this form.

What is the issue?(Required)

Cannot log in and I tried resetting my password already

A service is not showing up or not accessible

Other

Redeemer App

Relevant App pages:

For more troubleshooting tips, please go to this page.

Troubleshooting tips:

Question: I cannot log in.
Answer: Try resetting your password at 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.

What is the issue?(Required)

Cannot log in and I tried resetting my password already

I am receiving a “there is a configuration issue with your account” error

Other

VPN/RDWEB

Relevant App pages:

For information about working from home, accessing Colleague from home, or VPN-related password reset requirements, please go to this page.

Troubleshooting tips:

Check to make sure your connection is stable.

Question: I recently changed my password and now VPN won’t work. What do I do?
Answer: You need to update your password in the VPN settings by going to “Control Panel -> Internet Properties -> Redeemer VPN -> Settings” and reentering your login credentials. Alternatively, you can disable “Remember my sign-in info”.

What is the issue?(Required)

Cannot connect to RDWEB

Cannot connect to VPN

Request for VPN to be installed on my device

Other

Is your internet connection stable?(Required)

Yes

Where are you connecting from?(Required)

On campus

Off campus

Location (home, coffee shop, etc.):(Required)

How long has the issue been occurring?(Required)

Additional Information

Please make sure to include enough information (especially contact information) so that we can help you as effectively as possible.

Please describe your issue:(Required)

If this issue can be reproduced, please provide the steps necessary to reproduce.

Uploads

If you have a screenshot or other files that would benefit us to fix this issue, please attach them here.

Drop files here or

Max. file size: 100 MB.

Meeting Request

I would like to request a support session with someone from IT. These are my preferred times. (Note: IT bookable hours are 9am – 4pm weekdays)