DOHEnhancedSecurityFrequentlyAskedQuestions
(September5,2017)
General
WillIberemindedwhenIneedtomakemynextpasswordchange?
Yes.14daysbeforeyourpasswordexpires,youwillreceiveanotificationwindowafteryouloginto
yourcomputertoletyouknowthatyouyourpasswordwillexpire.Youwillreceivethisnotification
everydayuntilyouchangeyourpassword.
IfIneedtochangemyanswerstomysecurityquestions,howdoIdothat?
Goto:http://aka.ms/ssprsetupandfollowtheprompts.
IfIneedtochangethephonenumberattachedtomyaccounthowdoIdothat?
Goto:http://aka.ms/ssprsetupandfollowtheprompts.
Iselected“Callmyofficephone”butIhaven’treceivedanycalls?
Yournumberneedstobeenteredaswiththefollowingformat808‐888‐8888.ForOfficePhone,
pleasecontactyourITtoeditthisfieldinyourActiveDirectoryaccount.
WhoshouldIcontactifIneedadditionalassistancewithaccessingmyaccount?
Contactyourprogram’sIThelpdesk
WhatifIcan’taccessmyworkphone,howwillIbeabletoaccessmyaccount?
Goto:http://aka.ms/ssprsetupandchangeyourAuthenticationPhonenumber.
WhatifIcan’taccessmymobilephone,howwillIbeabletoaccessmyaccount?
Goto:http://aka.ms/ssprsetupandchangeyourMobilePhonenumber.
WhatifIforgetmysecurityquestionanswers,howwillIbeabletoaccessmyaccount?
Goto:http://aka.ms/ssprsetupandchangeyoursecurityquestions.
Ienteredmypasswordincorrectly5timesandnowI’mlockedoutofmyaccount.CanIgoto
anothercomputerandresetmypasswordbygoingtohttp://portal.office.com?
Accountlockoutdurationis15minutes.Youwillneedtowait15minutesbeforeyoucanresetyour
password.Otherwise,pleasecontactyourprogram’sIThelpdesktohaveyouradministratorunlock
youraccount.
Isthereadeadlinetoregisterforself‐servicepasswordmaintenance?
No,butafterJune30th,listsofemailaccountsnotregisteredwillbesenttoeachadministrationto
encourageremainingstafftoregister.
I’mgettingthefollowingerrorwhentryingtochangemypassword:
Contactyourprogram’sIThelpdesk.
Multi‐FactorAuthentication
IsMFArequiredeverytimeIaccessanOffice365application?
No‐MFAisenabledonlyforaccessoutsideoftheDOHnetwork.
IfIusethesamedevice(mobilephone,table,laptop,desktopcomputer)whenaccessingOffice365
fromoutsidethenetwork,willMFAberequiredeverytime?
Duringverification,thereisacheckbox,Don’taskmeagainfor14days.Ifthisboxischecked,the
devicewillberememberedfor14daysandtherewillbenoMFAprompt.Afterthe14days,MFA
willberequiredagain.
WhydoIhavetoregistersecurityinformation?
MFAhasbeenenabledandsecurityinformationmustberegisteredfortheaccounttoidentifythe
verificationmethods.
IsthereacostfortheMicrosoftauthenticatorapp?
TheMicrosoftauthenticatorappisafreedownloadforAndroid,IOS,andWindowsPhone.
WhatifIdon’treceivearesponseonmyphone,ordon'thavemyphonewithme?
Morethanoneverificationmethodshouldhavebeenconfigured.Signinagain,butselecta
differentverificationmethodonthesign‐inpage.
WhatshouldIdoifIcan'tgetintomyaccount–primaryphonewaslostandnoalternate
verificationsweresetup?
• HISOwillneedtocontactETStore‐enableyouraccountforMFA.Oncere‐enabled,youwill
needtogothroughtheinitialsecuritysetupprocess.
• Topreventunauthorizedaccess,deletealltheapppasswords.Afterreceivingareplacement
device,thepasswordscanberecreated.
Ihaven’treceivedthetextmessage,orIreplytotwo‐waytextmessagesbuttheverificationtimes
out.Why?
Deliveryoftextmessagesandreceiptofrepliesintwo‐waySMSarenotguaranteedbecausethere
areuncontrollablefactorsthatmightaffectthereliabilityoftheservice.Thesefactorsincludethe
destinationcountry,themobilephonecarrier,andthesignalstrength.
Ifproblemswithreceivingtextmessagescontinue,usethemobileapporphonecallmethod
instead.ThemobileappcanreceivenotificationsbothovercellularandWi‐Ficonnections.In
addition,themobileappcangenerateverificationcodesevenwhenthedevicehasnosignalatall.
TheMicrosoftAuthenticatorappisavailableforAndroid,IOS,andWindowsPhone.
Ifyoumustusetextmessages,werecommendusingone‐waySMSratherthantwo‐waySMSwhen
possible.One‐waySMSismorereliableanditpreventsusersfromincurringglobalSMScharges
fromreplyingtoatextmessagethatwassentfromanothercountry.
Idon'thaveunlimitedtextmessaging.
Youhave2otheroptions:
1. Thesystemcancallyouforverification.SetupAuthenticationphoneasmethodof
verification.
2. DownloadtheMicrosoftAuthenticatorapponyourmobilephoneandusetheappasa
methodofverification.
WhatifI’musingmymobilephoneforauthenticationanddon'thavemyphone?
SelectUseadifferentverificationoptionattheverificationscreentoselectadifferentmethodof
verification.
Whatifmyphonedoesn'thaveconnection?WilltheAuthenticatorappstillwork?
Yes,theAuthenticatorappwillstillprovidecodeswhenyourmobilephoneisnotconnected.Those
codeswillworkwhenenteredforverification.
ITSupportStaff
Areyouabletoregisterforself‐servicepasswordmaintenancewithanelevatedaccountthathasno
emailaccount?
No.Onlyaccountswithemailwillbeabletoregisterforself‐servicepasswordmaintenance.
Usersaregettingthefollowingerrormessage:
Checkthattheuser’sActiveDirectoryaccountdoesn’thavethe“Usercannotchangepassword”
boxchecked.