Frequently Asked Questions

  • I received a verification for a log in that I did not initiate, what should I do?
    If you receive an authentication request from MS Authenticator (phone, text, app) from a log in that you did not initiate, deny it and then reset your password (at https://myaccount.monroecc.edu). This authentication request may mean that a cybercriminal has your credentials and is trying to trick you into providing access to your account. You should always deny an authentication request that you did not initiate.
  • I don’t own a mobile device (cell phone or tablet). How can I enroll in MFA?
    Employees who do not have a tablet, cellphone, or smartphone should contact the Office of the Chief Information Officer. Please do this as soon as possible to prevent delay. Because of the additional costs, administrative effort, and technical support involved in the available options, exception approval through your Vice President may be required.
  • What if I accidentally leave my cellphone or mobile device which has the authenticator app on it at home?
    If you are unable to authenticate, employees should call the Employee Technology Support Center at (585) 292-TECH (8324), option 3, Monday through Friday, 8:45am to 4:45pm, for assistance. Students should call the Student Technology Helpdesk at (585) 292-8324, option 1 or email Technology Help (technologyhelp@student.monroecc.edu).

  • Why does the Microsoft Authenticator need to access my camera?
    The Microsoft Authenticator needs access to your camera to take a picture of the QR code (the weird looking square) on your screen. It does not use camera access for anything else. You can disable its access once you have completed MFA enrollment.

  • Why should I allow notifications from the Microsoft Authenticator app?
    Push notifications are how the Microsoft Authenticator app alerts you to confirm (or deny) access to a resource.

  • I already use the Microsoft Authenticator app to authenticate to another resource. What can I do?
    The Microsoft Authenticator app can be used to authenticate to many resources including personal accounts (such as your bank), work or school accounts, and other accounts (such as LinkedIn).

  • Does the Microsoft Authenticator track me?
    The Microsoft authenticator does not track you and it does not log location data. It will list your logins to MCC-protected resources as a method for you to recognize unauthorized access attempts. The only push notifications it will ever send you are approval requests for logins to MCC systems. The Microsoft Authenticator does not give MCC Technology Services or Microsoft access to any data or information on your device. You can find the Microsoft privacy policy in the app store or in office.com.

  • I already have another authentication app on my mobile device. Why should I add the Microsoft Authenticator app?
    The Microsoft Authenticator app uses push notifications which are quicker and easier to use than needing to enter a numeric code that some other authenticator apps use for authentication. Our support staff are also familiar and best able to assist you if you use the Microsoft Authenticator app.

  • I don't have access to anything important. Why do I have to use MFA?
    All MCC faculty/staff and students have access to some secure information of one kind or another. If your MCC network account is compromised, it also could be used to trick other staff into responding to a phishing email. Your account can also allow a cybercriminal to more easily access systems or compromise users that do have access to the data the cybercriminals are looking for.

  • I don’t have an account at office.com so I can’t enroll.
    All active employees and students have a Microsoft 365 account and access to office.com. Just log in from the Microsoft 365 Portal using your full MCC network account (including the @monroecc.edu for employees or @student.monroecc.edu for students). It will switch to a MCC branded page for you to enter your MCC password.

  • Will I have to approve every login?
    Sign-in frequency varies between services based on security and vendor requirements. You most likely will be prompted to authenticate at your first login through a browser each day.  To reduce logins, follow the best practice steps outlined in “Why Am I Logging In So Often?"

  • I get prompted to purchase Office when I try to login at office.com. What should I do?
    Employees should contact the Employee Technology Support Center at (585) 292-TECH (8324), option 3, Monday through Friday, 8:45am to 4:45pm, for assistance.

  • Do I have to download the Microsoft Authenticator App to my device to enroll in MFA?
    Downloading the Microsoft Authenticator App to your smartphone or tablet is strongly recommended as both the most secure and the most convenient method for the user. The first method you add is automatically the default authentication method. If you setup texting before push notifications, be sure to change the default method to push notifications. If you don’t want to receive push notifications, users can choose another option as the default MFA, such as rotating code. Employees can contact the Employee Technology Support Center at (585) 292-TECH (8324), option 3, Monday through Friday, 8:45am to 4:45pm, for assistance. Students should call the Student Technology Helpdesk at (585) 292-8324, option 1 or email Technology Help (technologyhelp@student.monroecc.edu).

  • Will I need to use MFA to login to my office computer?
    No, MFA will not be required for computer login.

  • I added the Microsoft Authenticator app, but now it is asking me for a code. Where do I find the code?
    The Microsoft Authenticator app is automatically in "lock" mode. This means you will have to have to set up a lock screen on your phone if you do not already have one, and that will be used to verify your identity when using the Authenticator app. The phone will ask you for a pin number, or in some cases, phones use biometrics like a fingerprint or face to unlock, like how you unlock your screen. You must know how to access your phone from a locked state or you will not be able to complete the setup process to use the Microsoft Authenticator app.