Troubleshooting Login Issues

Username/Password Issues:

  • Use the right Login button: BILH users must use the blue 'BILH User Login' button.  External users, from other institutions, must use the green 'Local REDCap Login' button.
  • Try using a private browser window: Most modern web browsers have a "private browsing" mode- sometimes called "Incognito" or "InPrivate".  These private browser modes force you to enter your username and password; they do not allow "pass-though" log ins.  If you are being logged in automatically but with the wrong credentials/wrong institution this will usually fix the problem.  See also: AADSTS50020 does not exist in tenant
  • Refresh the browser cache: When you are on the login page, try clearing the browser cache by holding down the Shift key on your keyboard, and pressing the page refresh button on your browser. Then try to log in again. If problems persist, please also try a different web browser, or a different computer.
  • Double-check your username and password: The password is your regular BILH password. Verify the caps-lock is off. Carefully re-enter your username and password and try again.
  • Log in somewhere else: Verify that your username and password are working in other secure areas of BILH like your Outlook webmail account
  • Check with ITS: Sometimes there is an issue with the login servers, which are used by REDCap to authenticate users, but are maintained by ITS. Often, ITS Support can see a lock on your account and clear it. For that, you need to open a ticket with ITS at (617) 754-8080. (Unfortunately, the REDCap system administrators do not have the access needed to assist here.)

The REDCap Support Team does not have the ability to reset passwords for BILH employees. For a password reset, you must contact the ITS Support Desk at (617) 754 - 8080 or use the BILH Secure Password Portal, which will then change your password for all BILH systems (email, computer logins, etc.) as well as REDCap.

Microsoft Authenticator Issues

  • Check the time/time-zone on all your devices: Microsoft Authenticator works via a time-based algorithm.  If your mobile phone has the wrong time or the wrong time zone, it may give you incorrect codes.  This tends to be an issue when travelling.
  • Request a new QR code: If needed, you can request a new QR code.  You will need your username and password to view the new QR code (but do not need a PIN).  Note that requesting a new code invalidates the existing Authenticator account.
See also: Accounts