FAQ for Password Resets

What is the Self-Service Password Reset Tool?

The Self-Service Password Reset tool (SSPR) is a tool available to all ACS staff that will allow you to reset your password from any internet connected device, including your phone or tablet. You will need to register with the SPPR tool by visiting https://passwordregistration.cancer.org/ - you must register with the site using Internet Explorer while connected to the ACS network either by being in an office or while on the VPN. Once you’ve established your security questions and registered with the self-service tool, password resets can be handled through any available web browser by visiting https://passwordreset.cancer.org - You are not required to be on the ACS network when resetting the password, only during the initial registration process. Please see this document for additional information regarding the Self-Service Password Reset tool: Self-Service Password Registration and Reset Process.

 

How do I change my password?

In an ACS Office:

1. You will want to be connected either directly to or via the Office WiFi connection.

2. Close/Exit any applications on your PC including Outlook and Skype for Business. If you are logged on to any secondary PCs, please log out of them during this time.

3. To change your password:

Option 1: You can visit https://passwordreset.cancer.org/ from an internet connected device, including your cell phone. The website will verify your identity with a series of security questions and allow you to change your password once successfully verified. 

Option 2: You may press CTRL+ALT+DEL on your keyboard and choose "Change a Password." If the system does not automatically select your account, please select the icon directly above your username to begin the password change process. The new Password must, at a minimum, contain 8 characters and have a capital letter, a lower case letter, and either a number or a symbol. Additionally, you may not reuse any of your previous 12 passwords

4. Once the password has been successfully changed, press CTRL+ALT+DEL and choose "Lock this Computer." Once the computer locks, press CTRL+ALT+DEL again and then enter your new password to unlock the PC. This ensures that your password is synchronized.

5. Reopen Outlook and Skype for Business. If you are prompted for a password, please enter your new password and check the box that states "Remember My Credentials."

6. If you have your email configured on an iOS or Android device, you will want to update your saved password as soon as possible to prevent any account lockouts.

Update your Android Device with New Windows Password 

Update your iOS Device with New Windows Password

Working Remotely:

1. Please be signed into the VPN, Cisco AnyConnect. The VPN will ensure that your PC is connected to the internal ACS network and allows you to access network resources. This process may fail if not signed into the VPN. 

2. Close/Exit any applications on your PC including Outlook and Skype for Business. If you are logged on to any secondary PCs, please log out of them during this time.

3. To change your password:

Option 1: You can visit https://passwordreset.cancer.org/ from an internet connected device, including your cell phone. The website will verify your identity with a series of security questions and allow you to change your password once successfully verified. 

Option 2: You may press CTRL+ALT+DEL on your keyboard and choose "Change a Password." If the system does not automatically select your account, please select the icon directly above your username to begin the password change process. The new Password must, at a minimum, contain 8 characters and have a capital letter, a lower case letter, and either a number or a symbol. Additionally, you may not reuse any of your previous 12 passwords

4. Once the password has been successfully changed, press CTRL+ALT+DEL and choose "Lock this Computer." Once the computer locks, press CTRL+ALT+DEL again and then enter your new password to unlock the PC. This ensures that your password is synchronized.

5. Reopen Outlook and Skype for Business. If you are prompted for a password, please enter your new password and check the box that states "Remember My Credentials."

6. If you have your email configured on an iOS or Android device, you will want to update your saved password as soon as possible to prevent any account lockouts.

Update your Android Device with New Windows Password

Update your iOS Device with New Windows Password

What can I do if I have forgotten my password while at the office?

If you have forgotten your password while at the office, you can reset your password by visiting https://passwordreset.cancer.org/ from any internet connected device, including your cell phone. There is also a “Forgot your Password?” link on the sign in screen that will load this website on your PC. The website will verify your identity with a series of security questions. Once verified, you will be able to reset your password and sign back into the PC. Once this has been completed, please open Outlook and Skype for Business to ensure all saved passwords are updated. If you have your email on a mobile device, you will want to ensure your password is updated there as well to prevent any lockouts. 

Update your Android Device with New Windows Password 

Update your iOS Device with New Windows Password

What can I do if I have forgotten my password while while working remotely?

If you have forgotten your password while at the office, you can reset your password by visiting https://passwordreset.cancer.org/ from any internet connected device, including your cell phone. The website will verify your identity with a series of security questions. After you have answered these questions successfully, you will be able to reset your password. Once reset, you will need to perform an “interactive logon” to the computer. This process connects you to the VPN from the sign-in screen and allows you to sign into the computer as if you were in an ACS office.  To perform an interactive logon:

1.  From the computer login screen, press CTRL+ALT+DEL

2.  Agree to the Acceptable Use Policy

3.  Select “Switch User” on the sign in screen.

4.  Select the blue “Network Icon” in the lower right corner of the screen.

5.  When prompted, select “Cisco AnyConnect” to launch the AnyConnect application.

6.  The server should automatically populate with remote.cancer.org – once it does, click connect.

7.  Select the appropriate group from the drop-down list. For most users, this will be Access.

8.  Enter your username and the password you have just reset your account to and then select OK.

9.  Once the VPN is connected, go back to the sign in screen, select your account, and then log in with your new password. This will complete the sign in process and allow you into the PC.

Once this has been completed, please open Outlook and Skype for Business to ensure all saved passwords are updated. If you have your email on a mobile device, you will want to ensure your password is updated there as well to prevent any lockouts. 

Update your Android Device with New Windows Password 

Update your iOS Device with New Windows Password

What application passwords change when you change your computer password/network login?

In addition to the computer, any applications that use your network login will require you to use your new password. This includes Society Source, Siebel, EMT, ePRF, Lawson Reporting, All Office 365 applications, and the VPN.

What application passwords don't change when you change you network login?

Applications that will not change passwords include ADP, Epitome, Concur, EV5, PaymentNet, PeopleFluent and Shared Services.

How often should you change your password?

You are free to change your password whenever you would like (a maximum of once every 24 hours) but passwords are required to be changed by the system every 90 days. 

What are the full password criteria guidelines?

When creating a password, you will want to ensure that you are meeting the requirements for our Password Policy. Passwords need to be at a minimum 8 characters including both capital and lower case letters, numbers, and symbols. When changing your password, you cannot re-use any of your previous 12 passwords. Your password needs to be at least 24 hours old before it can be changed and must be changed every 90 days.  If you fail to sign in with the correct password 5 times in a row the system will lock your account for 30 minutes. This lock will automatically be cleared after 30 minutes. 

Do I need to use the VPN when updating my password?

You will only need to use the VPN to update your password if you are working remotely outside of an ACS office. 

When do I need to update the password on my mobile device?

You need to update the saved password on your Mobile device each time you update your network password. Failure to do this will result in synchronization issues with your mobile device and it may possibly lock you out of your account. Please see these links on how to update your password:

Update your Android Device with New Windows Password

Update your iOS Device with New Windows Password

What should I do if my account is locked?

If your account is locked and you feel you know the password, you may wait the 30 minutes for your account to automatically unlock. If you do not know the password or require immediate assistance, you can contact the Service Desk via Live Chat from any device connected to the Internet or by calling 877.243.5753.