{"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":"2026-01-13T13:29:26","modified_gmt":"2026-01-13T18:29:26","slug":"login-issues","status":"publish","type":"page","link":"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-account-request\/login-issues\/","title":{"rendered":"UConn &amp; External Users Login Issues"},"content":{"rendered":"<div class=\"in-page-tabs\"><ul id=\"menu-redcap\" class=\"menu nav nav-tabs\"><li id=\"menu-item-4436\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children dropdown\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/\" class=\"dropdown-toggle\" data-toggle=\"dropdown\">REDCap Usage<b class=\"caret\"><\/b><\/a>\n<ul class=\"dropdown-menu\">\n\t<li id=\"menu-item-4437\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/uch-redcap-user-agreement\/\">REDCap User Agreement<\/a><\/li>\t<li id=\"menu-item-4439\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-project-eligibility\/\">REDCap Usage &amp; Project Eligibility<\/a><\/li>\t<li id=\"menu-item-4440\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-user-eligibility\/\">REDCap User Eligibility<\/a><\/li>\t<li id=\"menu-item-4438\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/new-redcap-policy-and-fee-faq\/\">REDCap Usage Fees<\/a><\/li><!--.dropdown-->\n<\/ul>\n<\/li><li id=\"menu-item-4441\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-account-request\/\">REDCap Account Request<\/a><\/li><li id=\"menu-item-4446\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children dropdown\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/redcap-login-issues\/\" class=\"dropdown-toggle\" data-toggle=\"dropdown\">REDCap Login Issues<b class=\"caret\"><\/b><\/a>\n<ul class=\"dropdown-menu\">\n\t<li id=\"menu-item-4447\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-account-request\/uchc-user-login-issues\/\">UCHC User Login Issues<\/a><\/li>\t<li id=\"menu-item-4448\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-account-request\/login-issues\/\">UConn &amp; External Users Login Issues<\/a><\/li><!--.dropdown-->\n<\/ul>\n<\/li><li id=\"menu-item-4442\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-training\/\">REDCap Training<\/a><\/li><li id=\"menu-item-4443\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/guides-how-tos\/\">REDCap Guides &amp; How-to<\/a><\/li><li id=\"menu-item-4449\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children dropdown\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/scheduled-maintenance\/\" class=\"dropdown-toggle\" data-toggle=\"dropdown\">REDCap Maintenance<b class=\"caret\"><\/b><\/a>\n<ul class=\"dropdown-menu\">\n\t<li id=\"menu-item-4678\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/scheduled-maintenance\/\">REDCap Maintenance<\/a><\/li>\t<li id=\"menu-item-4450\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/scheduled-maintenance\/new-features-improvements\/\">REDCap Upgrade Details<\/a><\/li><!--.dropdown-->\n<\/ul>\n<\/li><li id=\"menu-item-4451\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap-systems\/\">REDCap Systems<\/a><\/li><li id=\"menu-item-4452\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/using-redcap-for-nih-data-sharing\/\">Using REDCap for NIH Data Sharing<\/a><\/li><li id=\"menu-item-4453\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/citing-redcap\/\">Citing REDCap<\/a><\/li><li id=\"menu-item-4455\" class=\"menu-item menu-item-type-post_type menu-item-object-page\"><a href=\"https:\/\/health.uconn.edu\/clinical-research-center\/services\/informatics-core\/redcap\/redcap_news\/\">REDCap News You Can Use<\/a><\/li><\/ul><\/div><section aria-labelledby=\"redcap-login-troubleshooting\">\n<h1 id=\"redcap-login-troubleshooting\">REDCap Login Troubleshooting<\/h1>\n<h2><strong>For UConn and External (non-UConn\/UCHC) REDCap Users<\/strong><\/h2>\n<p>If you are having trouble logging in to REDCap, review the steps below before requesting assistance.<\/p>\n<h3 id=\"step-1-verify\">Step 1: Verify your login information<\/h3>\n<p>Please confirm the following:<\/p>\n<ul>\n<li>You are using the <strong>correct username and password<\/strong> for the system you are logging into.\n<ul>\n<li><strong>Development<\/strong> and <strong>Production<\/strong> systems are separate and may have different credentials.<\/li>\n<\/ul>\n<\/li>\n<li>Do not copy and paste your username or password.\n<ul>\n<li>Please type them manually into the login fields.<\/li>\n<\/ul>\n<\/li>\n<li>Your credentials are <strong>case-sensitive<\/strong>.\n<ul>\n<li>Check whether <strong>Caps Lock<\/strong> or <strong>Num Lock<\/strong> is enabled.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3 id=\"step-2-lockout\">Step 2: Account lockout<\/h3>\n<ul>\n<li>After <strong>three<\/strong> unsuccessful login attempts, your account will be <strong>temporarily locked<\/strong>.<\/li>\n<li>You must wait <strong>5 minutes<\/strong> before trying again.<\/li>\n<\/ul>\n<h3 id=\"step-3-duo\">Step 3: Duo two-factor authentication (2FA)<\/h3>\n<p>If you are logging in from outside the UConn Health network:<\/p>\n<ul>\n<li>Ensure <strong>Duo 2FA<\/strong> is set up on your smartphone.<\/li>\n<li>You must be able to respond to the <strong>Duo push notification<\/strong>.<\/li>\n<\/ul>\n<h4 id=\"duo-reminder\">Important Duo reminder<\/h4>\n<ul>\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 app, contact the <strong>UConn Health Service Desk<\/strong> at 860-679-4400 for assistance.<\/li>\n<\/ul>\n<h4 id=\"dnd-focus\">Do Not Disturb \/ Focus mode<\/h4>\n<p>If your phone is set to Do Not Disturb or Focus mode, Duo notifications may be blocked. Use the appropriate guide below to allow notifications:<\/p>\n<ul>\n<li><a href=\"https:\/\/support.google.com\/android\/answer\/9069335\" target=\"_blank\" rel=\"noopener noreferrer\">Android: Limit interruptions with Do Not Disturb (Android Help)<\/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 (Apple Support)<\/a><\/li>\n<\/ul>\n<h3 id=\"step-4-reset\">Step 4: Resetting your password<\/h3>\n<p>To reset your password:<\/p>\n<ol>\n<li>Click <strong>\u201cForgot your password?\u201d<\/strong> on the REDCap login page.<\/li>\n<li>Enter your <strong>correct username<\/strong>. If the username is valid, an email will be sent to the <strong>primary email address <\/strong>associated with your REDCap account. If it is invalid, you will not receive an email.<\/li>\n<li>Click the link in the email and set a new password.<\/li>\n<\/ol>\n<h4 id=\"password-notes\">Important notes<\/h4>\n<ul>\n<li>Resetting your password on <strong>one system<\/strong> does <strong>not<\/strong> reset it on the other.\n<ul>\n<li>Development and Production passwords are managed separately.<\/li>\n<\/ul>\n<\/li>\n<li>Passwords automatically expire every <strong>90 days<\/strong> for security reasons.<\/li>\n<\/ul>\n<h3 id=\"step-5-suspension\">Step 5: Account suspension due to inactivity<\/h3>\n<ul>\n<li>If you have not logged in for over <strong>180 days<\/strong>, your account is automatically <strong>suspended<\/strong>.<\/li>\n<li>You will receive an email notification when this occurs.<\/li>\n<li>A suspended account must be <strong>unsuspended<\/strong> before a password reset is possible.<\/li>\n<\/ul>\n<h3 id=\"unsuspend\">How to unsuspend your account<\/h3>\n<h4 id=\"unsuspend-uconn\">UConn Users<\/h4>\n<ul>\n<li>Email <a href=\"mailto:redcap@uchc.edu\">redcap@uchc.edu<\/a>.<\/li>\n<li>In your message, specify which account needs to be unsuspended: Development or Production; Provide PI name<\/li>\n<li>Once processed, you will receive an email with link to reset your password.<\/li>\n<\/ul>\n<h4 id=\"unsuspend-external\">External (non-UConn\/UCHC) users<\/h4>\n<ul>\n<li>Your UConn\/UCHC sponsor (PI) must request the unsuspension.<\/li>\n<li>Requests can be submitted via the sponsor dashboards:\n<ul>\n<li><a href=\"https:\/\/uchredcap.uchc.edu\/redcap\/index.php?action=user_sponsor_dashboard\" class=\"external\" rel=\"noopener\">REDCap Production Sponsor Dashboard<span class=\"glyphicon glyphicon-new-window\"><\/span><\/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<h3 id=\"help\">Need additional help?<\/h3>\n<p>If you continue to experience issues or have questions, please contact us at <a href=\"mailto:redcap@uchc.edu\">redcap@uchc.edu<\/a><\/p>\n<p>&nbsp;<\/p>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>REDCap Usage REDCap User Agreement REDCap Usage &amp; Project Eligibility REDCap User Eligibility REDCap Usage Fees REDCap Account RequestREDCap Login Issues UCHC User Login Issues UConn &amp; External Users Login Issues REDCap TrainingREDCap Guides &amp; How-toREDCap Maintenance REDCap Maintenance REDCap Upgrade Details REDCap SystemsUsing REDCap for NIH Data SharingCiting REDCapREDCap News You Can Use REDCap [&hellip;]<\/p>\n","protected":false},"author":4679,"featured_media":0,"parent":2649,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"publishpress_future_action":{"enabled":false,"date":"2026-04-23 22:54:11","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":36,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/2781\/revisions"}],"predecessor-version":[{"id":4339,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/2781\/revisions\/4339"}],"up":[{"embeddable":true,"href":"https:\/\/health.uconn.edu\/clinical-research-center\/wp-json\/wp\/v2\/pages\/2649"}],"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}]}}