Troubleshooting Steps

If you are having trouble logging in, work through the following troubleshooting steps in order.

1. Activate your REDCap account (new users only)
   • If you recently created your REDCap account and have never logged in before, confirm you completed account activation.
   • You must click the verification link sent to your email before you can log in.
   • Activation is required separately for Development and Production.
2. Confirm your username and password
   • Make sure you are entering the correct institutional username and password.
3. Type your credentials manually
   • Do not copy and paste your username or password into the login fields.
4. Check case sensitivity and keyboard settings
   • Institutional passwords are case-sensitive.
   • Check whether Caps Lock or Num Lock is enabled.
5. Check whether your UConn Health password has expired
   • You can often test this by rebooting your work computer and attempting to log in again.
6. If you recently changed your password, reboot your computer
   • After rebooting, try logging into REDCap again.
7. Account lockout after failed attempts
   • If incorrect credentials are entered three times, your account is temporarily locked.
   • Wait approximately 5 minutes before attempting to log in again.
8. Test your institutional login elsewhere
   • Try logging into another UConn Health service using the same credentials.
   • If you cannot access other services, your account may be locked or your password may have expired.
   • Contact the UConn Health IT Service Desk at (860) 679-4400
9. If you tried ALL of the above and still can’t log in
   • You may have to have your password reset
   • Contact the UConn Health IT Service Desk at (860) 679-4400.

Duo & Notification Help

If you are logging in from outside the UConn Health network, Duo two-factor authentication (2FA) may be required.

• Ensure Duo is properly configured on your phone or device.
• You must be able to receive and respond to the Duo push notification.
• If your phone is in Do Not Disturb or Focus mode, Duo notifications may be blocked.

Notification Guides

• Android: Limit interruptions with Do Not Disturb
  
• iPhone: Allow or silence notifications for a Focus
  

Still Need Help?

For institutional login, Duo authentication, or password reset assistance:

For REDCap-specific questions or issues: