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Password Reset Checklist (Coordinator Guide):

The following information is provided so that you will be well equipped to assist people in your classes for resetting passwords when needed (students, instructors, Coordinating Team members). You share the role with the Perspectives Study Program of protecting the security of the Perspectives website as well as the records of the people we serve!

1) Verify that the 1) The user must use a hardware and browser combination the user that is using is supported for the Perspectives website. Supported hardware and browsers may be found at the top of the Perspectives website under “Site Requirements”. Smartphones, Tablets and “Books” such as Chrome Books may not be used with the Perspectives website at this time.

i. Examples of hardware they Hardware that may be using include - PC, Mac, Smartphone, Tablet, etc. Some are supported, some are not.

ii. Examples of browsers they may be using – Internet Explorer, Chrome, Safari, Firefox, etc. Some browsers may be used with certain hardware; other browsers may not be used at all.

iii. Verify the update version of the browser is the latest version. used at this time include PCs or Macs.

ii. Browsers that may be used include – Chrome, Firefox, or Edge. (These must be latest version).

iii. If the user is not using a supported hardware and browser combination, then they must switch to one that is supported per “Site Requirements” . A good indication that this is the problem is if they can get “reset password” to work on one computer they use but not another or if you can do the reset on your computer but they cannot do it on theirsand try again.

2) Verify Be sure that the user is using the correct username and email to login with. If either the username or email is incorrect, the user will not receive the reset email from Perspectives. For security reasons, the reset emails will only be sent to the email of record in the user’s profile.

i. If the user is using the correct email and username address and says they are still not getting the password reset email have them they should check their spam folder and trash folders to see if the password reset email is there. Sometimes the email admin for the user blocks our emailthe Perspectives email or the user has an app set up that requires the user to input any emails into a filter program so that only emails that have been entered may get through to the inbox. If this is the case, then the user will need to contact their email admin and request that emails from no-reply@perspectives.org not be blocked . ATTENTION: Smartphones, Tablets, and Chromebooks are not supported hardware for password reset functionsor enter our email into their filter app so this email is not blocked.

3) If a password reset is triggered by a user, coordinator, or support, the auto-generated email with the temporary password information expires Password reset emails expire in 2 hours.

i.If the user is not able to change their password within 2 hours, they can generate a new password reset email with a new link for resetting the password by going to https://class.perspectives.org > Sign-In > Forgot your username or password? link > I Don't Know My Password radio button > insert email address and username on file > insert picture or audio captcha from ReCaptcha picture box > Click Submit.

4) If the user does not understand what makes up a “Pin”, they can position their pointer over the blue circle on the page that asks for the pin. They will be given information on how to configure their pin.

5) If the user says their pin will not work ask them to send you the pin they are trying to use.

i. Go into My Tools>Search Users and pull up their name. Click on the pencil in the displayed grid and you will be taken to their profile page that has the phone number, email, and zip code on it. These are the three elements that make up the pin. Verify that they are using the correct data. If it has been awhile since the user input their [phone number, email, or zip code] they may have forgotten what the answers are.

ii. Please remind the user to review and update all their profile information when they get logged on.

iii. If a person has answered the Security Questions in their User Profile they will no longer be asked for a pin, but rather for their Security Questions before changing their password. The user can enable and answer their security questions once signed-in by going to My Account > Edit Personal Information > Enable Security Questions section (at bottom of page)

iv. Please instruct your students to enable their Security Questions to reduce future problems!

6must request another reset email.

ii. If a follow-on request for a password reset is made then only the reset link in the last request remains valid. For security reasons, the links on any previous requests are expired by the website.

iii. If a user has forgotten the answers to their Security Questions they must contact their coordinator for assistance. The Help Desk is not allowed to provide users with the answers to their security questions.

4) Users may only have one account but sometimes they open more than one. (Which , which causes problems with website operations). This can lead to people using the information from one account in an attempt to reset the other account.

i. Make sure they are trying to reset the right account and that .

ii. Request the Help Desk merge the two accounts. In order to do this the last name, first name, street address, city, zip code and state on the two accounts are all the same so that the next time the merge account program is run the two accounts will be combined.7) Users must be exactly the same.

5) Each user account must use a unique email address.

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