WebConnect Troubleshooting:
1) What happens when my username or password is invalid and receive the error message below?
Follow three simple troubleshooting steps below:
Step 1: Turn off “Caps Lock" on your keyboard.
Step 2: Verify the web address is https://webconnect.sfdph.org/myucsf (for Physical "Entrust" tokens) or https://webconnect.sfdph.org/myucsf-duo (for "Soft" token/ DUO Users). If you use the bookmark, make sure the web address on your bookmark is correct. For more information on how to edit a bookmark, click on: How do I edit a bookmark in Internet Explorer?
Step 3: Clear the Internet Explorer browser cache. Restart the browser and try again.
If the issue still occurs after following these troubleshooting steps, contact the UCSF IT Service Desk at (415) 206-5126 for further assistance.
2) What happens when I am not authorized to sign-in and receive the error message below?
Follow three simple troubleshooting steps below:
Step 1: Turn off “Caps Lock" on your keyboard.
Step 2: Verify the web address is https://webconnect.sfdph.org/myucsf (for Physical "Entrust" tokens) or https://webconnect.sfdph.org/myucsf-duo (for "Soft" token/ DUO Users). If you use the bookmark, make sure the web address on your bookmark is correct. For more information on how to edit a bookmark, click on: How do I edit a bookmark in Internet Explorer?
Step 3: Clear the Internet Explorer browser cache. Restart the browser and try again.
You can also click on the Help button at the WebConnect Sign In page for additional tips. If the issue still occurs after following these troubleshooting steps and looking through the WebConnect Help, contact the UCSF IT Service Desk at (415) 206-5126 for further assistance.
3) What happens when I receive the error message below after entering my username and password?
This occurs when you have logged onto an incorrect website. Verify your web address is https://webconnect.sfdph.org/myucsf (for Physical "Entrust" tokens) or https://webconnect.sfdph.org/myucsf-duo (for "Soft" token/ DUO Users) and try to log in again. If the issue still occurs, contact the UCSF IT Service Desk at (415) 206-5126 for further assistance.
4) How do I edit a bookmark in Internet Explorer?
a) Launch Internet Explorer.
b) Click on Favorites on the menu bar.
c) Right-click on the DPH WebConnect login website you have bookmarked.
d) Select Properties.
e) Select the Web Document tab.
f) At the URL field, enter: https://webconnect.sfdph.org/myucsf (for Physical "Entrust" tokens) or https://webconnect.sfdph.org/myucsf-duo (for "Soft" token/ DUO Users)..
g) Click Apply and OK.
5) How do I turn off “Caps Lock”?
a) Locate the “Caps Lock” key and the “Caps Lock” light of your keyboard.
b) When “Caps Lock“ is turned on, the “Caps Lock” light will be turned on.
c) If the light is turned on, press the “Caps Lock” key once to turn off “Caps Lock”.
6) How do I clear the Internet Explorer browser cache?
a) Launch Internet Explorer.
b) Click on Tools option on the menu bar.
c) Select Internet Options.
d) Select the General tab.
e) Click on the Delete button under Browsing history.
f) Uncheck the Preserve Favorites website data option.
g) Check all other options and click Delete.
Note: If you have saved your passwords or form information in Internet Explorer and do not wish them to be deleted, uncheck the Form data and Passwords options.
h) Click OK at the Internet Options window and restart Internet Explorer.
7) How do I turn off the pop-up blocker in Internet Explorer?
a) Launch Internet Explorer.
b) Click on the Tools option on the menu bar.
c) Select Pop-up Blocker.
d) Select Turn off Pop-up Blocker.
Note: If Turn on Pop-up Blocker is the option, Pop-up blocker has already been turned off.
8) Who can I contact if I am unable to find my answer in the FAQs?
You may contact the UCSF IT Service Desk at (415) 206-5126.