This article provides an overview of common NetID password issues and general troubleshooting steps. If problems persist, please contact the IT Service Desk.

NetID: Mistyped NetID or Password

• A common problem: Check the "Caps Lock" indicator on your keyboard before typing your password; if the "Caps Lock" key has been pressed, your password might not be recognized. Uppercase and lowercase letters need to be typed exactly the same way every time you use the password.
• Retype your password slowly. It's easy to mistype a password because NetID passwords are complex and may include both uppercase and lowercase letters and special characters, and because the password is not displayed as you type it.
• Also check that you typed your NetID exactly. NetIDs must be typed with all letters in lowercase only. 
• Make sure that you entered a NetID (letters followed by numbers) rather than an email address or alias.

NetID Password Lockout

User may be unable to log on to their computer using their new NetID password (created at the “Manage Your NetID” page), if they reset the password while off campus. This issue only affects users whose units are using Active Directory authentication for computer log on purposes.

The issue is caused by a password mismatch between the new password and the locally stored password, on a Windows machine (known as cached credentials); the passwords are out of sync. The user will continue to be able to log on to the desktop using the old password, but will have to use the new password for authenticating with their NetID.

• The user may get a pop-up notification similar to the image below. 

  

  The user may get prompted for a password when accessing a network resource such as a file share.

How to Solve this Problem

To resynchronize the locally cached credential:

1. Log on on to desktop using old password.
2. Connect to campus network by connecting to VPN.

3. Lock the desktop by pressing Window-L (on your keyboard) or clicking Start -> Lock. 

   
4. Log back into the desktop using the NEW password.  This will refresh the locally stored credential.

NetID: Password Doesn't Work

• If you type in the same password as always, but you get an "incorrect password" message no matter how carefully you check and retype it, your password may have been stolen. The person who stole it may have changed your password to block you from access to your own email and other services. This serious situation is increasingly common and should be reported immediately. 

• Start by reading CIT's pages on how to spot NetID password theft, then proceed as advised.

   

I Have a Problem with My NetID Password. What Should I Do?

Passwords are protected with strong encryption and cannot be retrieved or viewed by anyone — including Cornell IT administrators and support representatives.

If you have set a recovery email, you can go to the NetID recovery tool  Enter your NetID, click Submit, then select Recover Password.

If you have not yet set up a recovery email, but you previously set your password's security questions, you can go to the NetID recovery tool. This may require you to authenticate with Two-Step Login. If you have not yet done so, you are strongly encouraged to set up a recovery email address at your earliest convenience.

When Can I Not Use a Recovery Email Address?

This option is not available if any of the following happened:

• You forgot your password and have not yet set a recovery email address.
• Your account has been hijacked by a hacker who logged in as you and changed your password and recovery email address.
• The IT Security Office determined that your password has been compromised, and scrambled it to stop further abuse. For more information and a possible automated recovery option, see If the Security Office Locks Your Account After Detecting It's Compromised.

In these cases, you will need to request a new activation code so that you can reset your password.

To make this request, contact the IT Service Desk to set up a video chat. During the chat, you will need to provide proof of identity: your Cornell ID card or your valid government-issued photo ID card, such as a driver's license or passport.

As soon as you have reset your password, if you have not already done so, you should consider setting up a recovery email address so that if you have trouble with your password again, you can set a new password yourself.
 

NetID: Password Accepted but Still Can't Get Access

You may see a message like "access denied" or "You don't have permission to access this service."

• If the service you are trying to access is one you have never used before, verify that you were given the correct access information and that your access privileges have been set up.
• If the service is one you usually use, it may be experiencing a temporary problem.
• If your role at the university has changed--for example, you have graduated or moved to a new job--your authorization to access services may also have changed. Contact the department that offers a particular service to inquire. If you're not sure where to start, contact the IT Service Desk.