FAQs and Troubleshooting

Password Protection Frequently Asked Questions

Why is the university changing password requirements? 

Before this change, the university’s password requirements were out of date with modern password security practices. The updated password requirements better protect personal information and accounts, as well as the university’s data. In combination with the university’s two-factor authentication service, passwords are the first line of security on all Northeastern accounts.  

What are these requirements for? 

Passwords for any Northeastern accounts must meet these requirements. This includes employees, students, sponsored accounts, alumni, and family/other account holders. 

How will I know my password is expiring? 

Beginning 14 days before a password is scheduled to expire, an on-screen reminder during the login process will notify users of the pending expiration. These reminders will continue daily until the password is updated or it expires. 

What happens if my password expires?  

If an expired password is used to log in, an error message will appear. The message will notify the person attempting to log in that the password is incorrect or has expired. The account holder should reset their password.  

What should I do if I forget my password? 

Visit accounts.northeastern.edu to reset your Northeastern password as soon as possible.  

What should I do if I think my password has been lost or compromised?  

Visit accounts.northeastern.edu to reset your Northeastern password as soon as possible. If you believe that your account has been compromised, report it to the IT Service Desk.  

What are common challenges faced when updating passwords? 

Due the complexity of having a single password for many university sites and services, there are some known challenges that may impact password management. See troubleshooting below for a few common issues and resources. 

Troubleshooting 

Updating passwords can understandably be inconvenient. The information and resources on this site are meant to simplify it and make it a better experience. In some instances, a few extra steps or pieces of information may be needed during the process.  

If encountering any issues with password management, review the information below to see if it addresses the issue. The IT Service Desk is also available 24/7 to assist. Please reach out at 617.373.HELP [4357], through toll-free or international calling, help@northeastern.edu, or via the Tech Service Portal. 

Signing into a managed device from an off-campus network with an updated password?  

Some users have reported that when they’re not connected to a campus network, their managed device won’t accept their updated Northeastern account password. If this happens, the device’s password cache may need to be updated before the device will accept the new password.  

Updating the password cache on a Mac device (MacOS Catalina or newer)
  1. Sign into the Mac device with the old password
  2. Connect to GlobalProtect, the Northeastern VPN, using the new password
  3. Select the Apple logo in the top left corner, select Lock Screen
  4. 4. Log back into the Mac device using the new password
  5. If prompted to update the keychain, enter the old password to update

Machines with macOS older than Catalina shouldn’t try this process. If using a machine older than Catalina, or the above steps don’t bring your new password to your machine, please contact the IT Service Desk for further support.  

Updating the password cache on a Windows device
  1. Sign in to the Windows device with the old password
  2. Connect to GlobalProtect, the Northeastern VPN, using the new password
  3. Hold down ‘Windows Logo + L’ keys on the keyboard
  4. Sign into the device again using Northeastern username and new password
  5. Type ‘cmd’ into the Windows search bar in the bottom toolbar, hit Enter
  6. Type ‘gpupdate /force’ into the launched command prompt, hit Enter
  7. New password will then be updated to the machine. Test by restarting the device and logging back in with the updated password.

If the above steps don’t resolve the issue, please contact the IT Service Desk for further support.  

Not able to connect to NUwave with updated password?  

Some users have reported that they’re unable to connect to NUwave, the university’s on-campus wireless network, with an updated password. After updating a password, try disconnecting from NUwave, and then reconnecting. Access to NUwave should be instantly restored. If this does not solve the issue, please contact the IT Service Desk for further support.  

Apple mail inbox not refreshing, or sending or receiving emails from Northeastern account?  

Ensure your iOS device is fully updated (for Northeastern managed machine, BigSur 11.6.1 is recommended). Run updates, restart the device, and attempt to reconnect to your Apple mail inbox. Ultimately, it is recommended that Outlook be leveraged by all Northeastern community members, as the preferred mail application. 

If the above steps don’t resolve the issue, please contact the IT Service Desk for further support.  

Unable to access Microsoft Office 365 Applications?  

Some users have reported that their Northeastern account password reset does not immediately synch with Microsoft Office accounts, which impacts access to 365 applications. 

Updating the Microsoft Office password on a Mac device
  1. Visit portal.office.com and sign in with your new password to ensure the new password is synced with your online account
    • Note: If unable to access portal.office.com with the new password, please contact IT Service Desk 
  2. Click the Spotlight icon in the menu bar, or press Command-Space bar to enter the Search function, search for Keychain Access 
  3. Select Local Items, and then Passwords 
  4. In the top search bar, search Office 
  5. Select Microsoft Office and Exchange credentials, right-click to delete 
  6. Open any Microsoft Office application to try to log in with your new password 
  7. If the password has not updated, restart the device and attempt to log in again

Additional considerations for macOS users, including detailed process screenshots, are available within the How do I manage my passwords with macOS? knowledge article.

If the above steps don’t bring your new password to your Microsoft Office applications, please contact the IT Service Desk for further support.  

Updating the Microsoft Office password on a Windows device
  1. Visit portal.office.com and sign in with your new password to ensure the new password is synched with your online account
    • Note: If unable to access portal.office.com with the new password, please contact IT Service Desk 
  2. On your desktop, use the toolbar search bar to search for Credential Manager 
  3. Delete all Microsoft Office 2016 records and Exchange credentials by selecting each Application and then clicking Remove
  4. Open any Microsoft Office application to try to log in with your new password 
  5. If the password has not updated, restart the device and attempt to log in again

Additional considerations for Windows 10 users, including detailed process screenshots, are available within the How do I manage my passwords on Windows 10? knowledge article.

 If the above steps don’t resolve the issue, please contact the IT Service Desk for further support.