{"id":2781,"date":"2023-07-21T11:41:09","date_gmt":"2023-07-21T15:41:09","guid":{"rendered":"https:\/\/health.uconn.edu\/clinical-research-center\/?page_id=2781"},"modified":"2026-06-02T12:00:36","modified_gmt":"2026-06-02T16:00:36","slug":"external-login-help","status":"publish","type":"page","link":"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap-home\/external-login-help\/","title":{"rendered":"UConn &amp; External Users Login Troubleshooting Remedies"},"content":{"rendered":"<div style=\"text-align: right;margin-top: 14px\"><a href=\"\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap-home\/\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to REDCap Homepage<\/a><\/div>\n<div id=\"top\" class=\"redcap-login-help\" style=\"max-width: 1100px;margin: 0 auto;line-height: 1.7;color: #1f2937\">\n<div style=\"background: #64C7C9;border: 1px solid #bae6fd;padding: 18px 20px;margin: 24px 0;border-radius: 6px\">\n<h2 style=\"text-align: center\"><strong>UConn &amp; External Users Login Issues<\/strong><\/h2>\n<\/div>\n<div style=\"background: #f0f9ff;border: 1px solid #bae6fd;padding: 18px 20px;margin: 24px 0;border-radius: 6px\">\n<p><strong>Having trouble logging in? <\/strong>If you are a UConn or external (non-UConn\/UConn Health) REDCap user and are unable to access REDCap, review the troubleshooting steps below before requesting assistance.<\/p>\n<\/div>\n<div style=\"background: #fff7ed;border-left: 6px solid #ea580c;padding: 14px 16px;margin: 22px 0;border-radius: 4px\"><strong>Important:<\/strong> REDCap Development and Production are separate systems and may have different usernames, passwords, activation status, or account states.<\/div>\n<div style=\"background: #f0f9ff;border: 1px solid #bae6fd;padding: 16px 18px;margin: 24px 0;border-radius: 6px\">\n<h2 style=\"margin-top: 0;margin-bottom: 10px;font-size: 1.2em\">Table of Contents<\/h2>\n<ul style=\"margin: 0;padding-left: 20px\">\n<li><a href=\"#verify-login\">Step 1: Verify Login Information<\/a><\/li>\n<li><a href=\"#lockout\">Step 2: Account Lockout<\/a><\/li>\n<li><a href=\"#duo\">Step 3: Duo Two-Factor Authentication<\/a><\/li>\n<li><a href=\"#reset-password\">Step 4: Reset Your Password<\/a><\/li>\n<li><a href=\"#suspension\">Step 5: Account Suspension Due to Inactivity<\/a><\/li>\n<li><a href=\"#unsuspend\">Unsuspending an Account<\/a><\/li>\n<li><a href=\"#additional-help\">Need Additional Help?<\/a><\/li>\n<\/ul>\n<\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"verify-login\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Step 1: Verify Login Information<\/h2>\n<p>Before attempting a password reset, confirm the following:<\/p>\n<ul style=\"padding-left: 20px\">\n<li>You are using the <strong>correct username and password<\/strong> for the REDCap system you are accessing.<\/li>\n<li><strong>Development<\/strong> and <strong>Production<\/strong> systems are separate and may use different credentials.<\/li>\n<li>Do not copy and paste your username or password. Type credentials manually into the login fields.<\/li>\n<li>Usernames and passwords are <strong>case-sensitive<\/strong>.<\/li>\n<li>Check whether <strong>Caps Lock<\/strong> or <strong>Num Lock<\/strong> is enabled.<\/li>\n<\/ul>\n<div style=\"background: #eff6ff;border-left: 6px solid #2563eb;padding: 14px 16px;margin: 20px 0;border-radius: 4px\"><strong>Tip:<\/strong> Login issues are often caused by using credentials for the wrong REDCap environment or by browser auto-fill entering outdated passwords.<\/div>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"lockout\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Step 2: Account Lockout<\/h2>\n<p>After <strong>three unsuccessful login attempts<\/strong>, your REDCap account is temporarily locked.<\/p>\n<ul style=\"padding-left: 20px\">\n<li>Wait approximately <strong>5 minutes<\/strong> before trying again.<\/li>\n<li>Additional failed attempts may extend the lockout period.<\/li>\n<\/ul>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"duo\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Step 3: Duo Two-Factor Authentication (2FA)<\/h2>\n<p>If you are accessing REDCap from outside the UConn Health network:<\/p>\n<ul style=\"padding-left: 20px\">\n<li>Ensure Duo 2FA is configured on your smartphone.<\/li>\n<li>You must be able to receive and approve the Duo push notification.<\/li>\n<\/ul>\n<h3 style=\"margin-bottom: 8px\">Important Duo Information<\/h3>\n<ul style=\"padding-left: 20px\">\n<li>Phone call and SMS authentication are no longer supported.<\/li>\n<li>You must use the <strong>Duo smartphone application<\/strong>.<\/li>\n<li>If you cannot use the Duo app, contact the UConn Health IT Service Desk at <a href=\"tel:+18606794400\">(860) 679-4400<\/a>.<\/li>\n<\/ul>\n<h3 style=\"margin-bottom: 8px\">Do Not Disturb \/ Focus Mode<\/h3>\n<p>If your phone is in <strong>Do Not Disturb<\/strong> or <strong>Focus<\/strong> mode, Duo notifications may be blocked.<\/p>\n<p>Notification guides:<\/p>\n<ul style=\"padding-left: 20px\">\n<li><a href=\"https:\/\/support.google.com\/android\/answer\/9069335\" target=\"_blank\" rel=\"noopener noreferrer\">Android: Limit interruptions with Do Not Disturb<\/a><\/li>\n<li><a href=\"https:\/\/support.apple.com\/en-us\/HT212608\" target=\"_blank\" rel=\"noopener noreferrer\">iPhone: Allow or silence notifications for a Focus<\/a><\/li>\n<\/ul>\n<div style=\"background: #eff6ff;border-left: 6px solid #2563eb;padding: 14px 16px;margin: 20px 0;border-radius: 4px\"><strong>Tip:<\/strong> Temporarily disabling Focus or Do Not Disturb mode often resolves missing Duo push notifications.<\/div>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"reset-password\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Step 4: Reset Your Password<\/h2>\n<p>To reset your REDCap password:<\/p>\n<ol style=\"padding-left: 22px\">\n<li>Click <strong>\u201cForgot your password?\u201d<\/strong> on the REDCap login page.<\/li>\n<li>Enter your <strong>correct username<\/strong>.<\/li>\n<li>If the username is valid, an email will be sent to the primary email address associated with your REDCap account.<\/li>\n<li>Click the link in the email and create a new password.<\/li>\n<\/ol>\n<h3 style=\"margin-bottom: 8px\">Important Notes<\/h3>\n<ul style=\"padding-left: 20px\">\n<li>Resetting your password in <strong>one REDCap system<\/strong> does <strong>not<\/strong> reset it in the other.<\/li>\n<li>Development and Production passwords are managed separately.<\/li>\n<li>Passwords automatically expire every <strong>90 days<\/strong>.<\/li>\n<\/ul>\n<div style=\"background: #fff7ed;border-left: 6px solid #ea580c;padding: 14px 16px;margin: 20px 0;border-radius: 4px\"><strong>Important:<\/strong> If your REDCap account has been suspended due to inactivity, password resets will not work until the account is first unsuspended.<\/div>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"suspension\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Step 5: Account Suspension Due to Inactivity<\/h2>\n<p>If you have not logged into REDCap for more than <strong>180 days<\/strong>, your account is automatically suspended.<\/p>\n<ul style=\"padding-left: 20px\">\n<li>You will receive an email notification when suspension occurs.<\/li>\n<li>Suspended accounts cannot be accessed until they are unsuspended.<\/li>\n<li>Password resets cannot be completed while an account is suspended.<\/li>\n<\/ul>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"unsuspend\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Unsuspending an Account<\/h2>\n<h3 style=\"margin-bottom: 8px\">UConn Users<\/h3>\n<ul style=\"padding-left: 20px\">\n<li>Email <a href=\"mailto:redcap@uchc.edu\">redcap@uchc.edu<\/a>.<\/li>\n<li>Specify which REDCap account needs to be unsuspended:\n<ul style=\"padding-left: 20px\">\n<li>Development<\/li>\n<li>Production<\/li>\n<\/ul>\n<\/li>\n<li>Include your PI\u2019s name.<\/li>\n<li>Once processed, you will receive a password reset email.<\/li>\n<\/ul>\n<h3 style=\"margin-bottom: 8px\">External (non-UConn\/UConn Health) Users<\/h3>\n<ul style=\"padding-left: 20px\">\n<li>Your UConn\/UConn Health sponsor (PI) must request the unsuspension.<\/li>\n<li>Requests must be submitted through the REDCap sponsor dashboards:\n<ul style=\"padding-left: 20px\">\n<li><a href=\"https:\/\/uchredcap.uchc.edu\/redcap\/index.php?action=user_sponsor_dashboard\" class=\"external\" rel=\"noopener\">REDCap Production Sponsor Dashboard<\/a><\/li>\n<li><a href=\"https:\/\/dev-redcap.uchc.edu\/redcap\/index.php?action=user_sponsor_dashboard\" class=\"external\" rel=\"noopener\">REDCap Development Sponsor Dashboard<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<hr style=\"margin: 30px 0;border: 0;border-top: 1px solid #d1d5db\" \/>\n<h2 id=\"additional-help\" style=\"background: #329EB8;color: #ffffff;padding: 12px 16px;border-radius: 6px;margin-bottom: 16px\">Need Additional Help?<\/h2>\n<p>If you continue to experience issues or have questions, contact REDCap Support:<\/p>\n<div style=\"background: #f8fafc;border: 1px solid #dbe4ee;padding: 18px 20px;border-radius: 6px;margin: 20px 0\">Email: <a href=\"mailto:redcap@uchc.edu\">redcap@uchc.edu<\/a><\/div>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"#top\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to top \u2191<br \/>\n<\/a><\/div>\n<\/div>\n<div style=\"text-align: right;margin-top: 14px\"><a href=\"\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap-home\/\" style=\"background: #eef6f8;color: #1f2937;padding: 6px 12px;text-decoration: none;border-radius: 20px;font-size: 0.95em\">Back to REDCap Homepage<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Back to REDCap Homepage UConn &amp; External Users Login Issues Having trouble logging in? If you are a UConn or external (non-UConn\/UConn Health) REDCap user and are unable to access REDCap, review the troubleshooting steps below before requesting assistance. Important: REDCap Development and Production are separate systems and may have different usernames, passwords, activation status, [&hellip;]<\/p>\n","protected":false},"author":4679,"featured_media":0,"parent":5043,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"publishpress_future_action":{"enabled":false,"date":"2026-06-16 17:08:36","action":"change-status","newStatus":"draft","terms":[],"taxonomy":""},"_links":{"self":[{"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/2781"}],"collection":[{"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/users\/4679"}],"replies":[{"embeddable":true,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/comments?post=2781"}],"version-history":[{"count":46,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/2781\/revisions"}],"predecessor-version":[{"id":5127,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/2781\/revisions\/5127"}],"up":[{"embeddable":true,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/5043"}],"wp:attachment":[{"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/media?parent=2781"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}