Common Questions After Okta Go-Live

During the weekend of March 14th, JMU had gone through the process of transitioning to Okta (more information can be found here regarding Okta and the Go-Live process here).

If you attempted to log into MyMadison or other JMU systems over the following week, you may have experienced issues signing in, changing your password, issues activating your JMU eID, or enrolling into Okta. While this was expected, below is information depending on your unique circumstance.

1. If you are an incoming Applicant and need to activate your eID:
   1. An Okta Activation email would have been sent to your personal email that you applied to the University with over the weekend. You can follow these instructions to activate your eID and set a password.
2. If you had attempted to change or reset your password after 5p on Friday, 3/14 (due to it being expired or you did not know your password):
   1. If you had previously enrolled in Okta and are able to access your Okta Verify or Yubikey, you can now use the Forgot my Password option when going to mylogin.jmu.edu.
   2. If you had not enrolled into Okta prior to Go-Live, and do not know your password or your password had expired, you will need to contact the IT Help Desk.
3. If you did not enroll into Okta before 3/14:
   1. As long as you remember your password, going to mylogin.jmu.edu or any other JMU system will take you through the Okta Verify enrollment process. You can follow these instructions on how to enroll your device.
   2. If you receive a message that you are Unable to sign in, please make sure you are signing in with your JMU eID and not your JMU email.
4. If you enrolled in Okta, but cannot sign in:
   1. If you previously enrolled in Okta but are receiving an Unable to sign in message, be sure that you are using just your eID and not your full JMU email.
   2. If you are using your JMU eID are are still receiving that error message, we would suggest attempting to reset your password using the Forgot my Password option
   3. If you do not have the device you enrolled into Okta Verify (you got a new device, your device is broken/stolen, etc.) or you are having issues, you can follow these instructions on what options are available.
5. If you are having issues receiving the Push Notification on your iPhone or iOS device
   1. You can follow these instructions on how to adjust your settings on your device.

For other questions around Okta, please look to our Okta FAQ section within our JMU IT Knowledgebase.

• I forgot to change my password before Okta Go-Live
• I couldn't activate before Okta Go-Live
• My Password expired and I couldn't change it
• How do I activate my Okta account
• How do I activate my eID