FAQS: General

Who do I contact about token related issues or inquiries?

All departments across all three campuses have Departmental eToken Adminsitrators who are responsible for the administration of tokens in the department.

  • If you have an eToken and are unsure of who your admin is please contact the individual who gave you the eToken.
  • If you do not have an eToken but need to obtain one please contact your business officer or the department representative of the system which you attempting to access (ROSI,AMS,STAREZ,ETC)

If you are still experiencing difficulties please contact auth.admin@utoronto.ca

 

How to Change your eToken Password?

First Step: Open up Safenet Authentication Client Tools (if you are unable to locate the program open the start menu and preform an application search by typing in the program name)

Second Step: Select ‘Change token password’

Third Step: Enter your eToken’s current password in the requested field

Fourth Step: Enter your now token Password in both requested fieds

Fifth Step: Select ‘Ok’

** note: if you have just received your token or if a password reset was preformed then your current eToken password is the default password**

If you need further assistance please contact your department administrator for assistance. 

FAQ: Connection and Access Issues

 

My AMS connection is failing…

Step One: Unplug your token from your computer

Step Two: Restart the Computer

Step Three: Attempt to connect to Cisco again

If the connection is still unsuccessful Please provide you UTORid to auth.admin@utoronto.ca .  Please quote the FAQ in part of your message for easier identification of the issue and faster response times.

 

My ROSI connection is failing…

If you can connect to the Cisco VPN follow these instructions…
Your ROSI Account is likely locked due to inactivity (6 months or longer since last log-in)

Please Contact ROSI.HELP@utoronto.ca and provide them with the following

  • UTORid
  • ROSI id
  • UofT telephone number (please provide extension if applicable)

If you cannot connect to the Cisco VPN please take the following steps…

Step One: Unplug your token from your computer

Step Two: Restart the Computer

Step Three: Attempt to connect to Cisco again

If the issue persists please contact your departmental IT support. Should they require assistance they can contact auth.admin@utoronto.ca directly. Please quote the FAQ in part of your message for easier identification of the issue and faster response times.

**Note: Support services from authentication administration are provided to technical assistance staff and is not service geared towards end user assistance**

 

My STAREZ connection is failing…

The most common error relates to Dons at the University. Dons are required to have staff designation to make use of the application. Commonly, HR onboarding process fails to apply that designation to their existing UTORid and creates an entirely new UTORid account and profile.

The typical error message is as follows “Our records indicate that you are not a current staff or faculty member at the University of Toronto. Please speak to your business officer to have this corrected.”

If you suspect this to be the error please contact auth.admin@utoronto.ca and provide the personnel number for the position and the existing student UTORid. A ticket will be created for the merging of the two accounts into the existing student UTORid. Please quote the FAQ into part of your message for easier identification of the issue and faster response times.

 

FAQ: Department Administrator  

 

I tried to enroll a token but I keep receiving a message that indicates “All the Certificates requests have failed”…

There is an error with your administrative eToken and it needs to be re-enrolled. Please contact another admin within your department for assistance and request your token be unassigned and re-enrolled.

If you are the only administrative support for your department please contact auth.admin@utoronto.ca . Please quote the FAQ in part of your message for easier identification of the issue and faster response times.

I cannot locate a user UTORid in the SAM Management Application…

 

New Employees to the University:

You cannot pre-emptively enroll tokens to new employees prior to start date.

A New employee must activate their UTORid online at: https://www.utorid.utoronto.ca/cgi-bin/utorid/activate.pl

UTORids must be activated in order to be eligible for enrollment on SAM

 

Existing Employees of the University:

Contact auth.admin@utoronto.ca. Please quote the FAQ in part of your message for easier identification of the issue and faster response times.