Common IT Issues
Citrix Remote Access login
Issue: Users are asked to enter domain information
In the Username field, enter your OHSU username.
Outlook Web
Issue: Access to your Microsoft account is blocked
Sign in with your full email address, not just your username.
Microsoft Teams
Issue: Teams app does not allow logins on a mobile device
Restart the Teams app and your phone. If that does not work, uninstall and reinstall the Teams app.
Passwords
Issue: Password has expired
If you are experiencing password issues or trying to change your password after it has expired, visit portal.ohsu.edu and log in. Once you are connected to the OHSU network, you will have access to ITG Help and How-to documents, including password change support information.
If your password is not working, or you've forgotten your password, please call the ITG Service Desk at 503-494-2222 to reset your password.
Issue: Cannot change OHSU password while using a Safari web browser
Use a different web browser such as Chrome or Firefox. Safari web browser does not allow a user to change their password while the device is disconnected from the OHSU network.
Web browser data display (caching issues)
Issue: OHSU site displays wrong (outdated or incorrect) information
Many OHSU sites like the Citrix Portal, Banner and O2 have issues with browser caching (“holding onto data”) when you use your device outside the OHSU network. Try these solutions:
- Clear your web browser cache (also referred to as browsing data, site data or website data). Use your browser help function to learn how to clear your web browser cache.
- Visit these sites using non-caching browsing windows such as a private or incognito window. If issues persist, close all browser windows and reopen the browser.
Stored login and password information
Issue: Password manager enters incorrect information
Password manager systems are a great way to create and store complex passwords. Most of the issues caused by password managers include:
- Incorrect password saved in the password manager
- Password changes not being synced across multiple devices
- Extra spaces added to the username or password.
To fix these issues, manually type in both your username and password to confirm that your information is correct.
Wi-Fi Networks
Issue: Cannot log in to an OHSU Wi-Fi network (eduroam or OHSU-Student) and/or getting locked out while trying to connect.
This often happens if your password was recently changed. After changing your OHSU password, make sure to “forget” OHSU Wi-Fi networks (eduroam and/or OHSU-Student) and enter your updated credentials to connect to the network.
Student Information Systems (Banner)
Issues: Students have difficulties signing into Banner with your login information
Access the Student Information Systems Login page from a non-caching browsing window and manually type in their credentials (do not use your full email address to log in).
iCIMS (OHSU job website)
Issue: iCIMS internal portal shows a “no access” message
Visit the Job Postings and Hiring Resources at OHSU page (requires O2 login) and log into ICMS using the links on the page.