## Step-by-Step Troubleshooting Steps Before contacting technical support, work through these standard troubleshooting methods to resolve the issue. ### 1. Verify Your Username and Password Ensure you are entering your official institutional username and password. Check that your Caps Lock key is turned off. Because passwords are case-sensitive, a single mistyped character will prevent access. ### 2. Clear Browser Cache and Cookies Web browsers store temporary data to help websites load faster. However, corrupted cache files can cause login pages to loop or display error messages. * Access your browser's settings menu. * Locate the privacy or history section. * Select the option to clear browsing data, specifically checking the boxes for "Cookies" and "Cached images and files." * Restart your browser and attempt to log in again. * Alternatively, try opening an incognito or private browsing window to bypass stored cache entirely.
### 3. Check Multi-Factor Authentication (MFA) The OSUMC OneSource Portal requires multi-factor authentication to secure sensitive medical and institutional data. * Ensure the mobile device associated with your authentication app (such as Duo) has a stable cellular or Wi-Fi connection. * If you are not receiving push notifications, open the authentication app manually to check for pending requests or use a generated passcode. * If you have recently replaced your phone or changed your phone number, your MFA settings may need to be updated through the official self-service portal. ### 4. Verify Network and VPN Status Certain sections of the OneSource portal contain restricted information that can only be accessed from the physical campus network or through a secure VPN connection. If you are working remotely, ensure your VPN client is active and fully connected before attempting to log in. ## How to Reset Your Password If you suspect your password has expired or you have forgotten it, you must use the official self-service password reset tool provided by the university.
Do not use third-party websites to attempt a password reset. Navigate to the official OSUMC or Ohio State University identity management page to change your password securely. Once updated, allow a few minutes for the new password to sync across all systems before attempting to log back into OneSource. ## When to Contact the IT Help Desk If you have completed these steps and still cannot log in, your account may be temporarily locked due to multiple failed login attempts. To resolve account lockouts, security permission issues, or MFA device registration problems, contact the official OSUMC IT Help Desk directly. Avoid sharing your password or sensitive account details with anyone, including support staff, as official administrators will never ask for your password.
