The Service Desk provides front line technology service and support for students, faculty, and staff at CU Anschutz. If you need help with central technology such as email, Wi-Fi, or VPN, the OIT Service Desk is the place to start. Request assistance from our Service Desk or peruse our tools and resources to find the help you need.
Reset your password here.
After Hours Service Desk Support
Emergencies:If you have a campus network outage or technology issue impacting patient care, call(303) 724-4357. A technician will call you back within 15 minutes.
View current or planned outages.
Non-emergencies:If you need help with password resets or general questions, leave a message at(303) 724-4357or utilize the self service portal and submit a ticket. Your request will be responded to on the next business day during regular hours of operation.
More from the Service Desk
Incident Management:If you are experiencing a problem with technology, we can troubleshoot and resolve it quickly so you can resume your work.
Service Request Fulfilment:We process and fulfill your request for central IT services, such as Canvas, Duo, or O365. For a full list of IT Services Requests, please visit ourTools & Resourcespage.
Service Navigation:We help you navigate the ecosystem of IT Service providers at the University to connect you with the resources you need.
IT Service Reporting:We capture metrics, share data, and provide insights for IT service owners and partners to help drive continuous improvement.
Change Management:Are you planning a change to your IT Services? We can help make the change successful by ensuring end-users are informed and supported.
- CU Anschutz Medical Campus
- CU Denver Campus
- Campus Affiliates
CU Medicine
UC Health
Children’s Hospital
Phone
- Average Speed of Answer ≤ 30 seconds
- Abandoned Rate: ≤ 5%
- Resolution or Escalation time: 48 business hours
Chat
- Average Speed of Answer: ≤ 30 seconds
- Abandoned Rate: ≤ 5%
- Resolution or Escalation time: 48 business hours
- Response Time:
- Priority 2 ≤ 2 business hours
- Priority 3 ≤ 4 business hours
- Resolution or Escalation time: 48 business hours
Total Incidents
- Closed/Resolved Percentage: ≥ 80%
Support Tools
Category:IT SecurityRemote AccessSoftwareAudience:FacultyResearchersStaffStudents
Staff, faculty, and students are required to enroll a device in Duo Security for multi-factor authentication to help strengthen security by providing two proofs of your identity.
Start Using Duo
Welcome to Duo
Duo must be used with
- GlobalProtect, the university's virtual private network (VPN)
- VMWare Horizon, access to university resources through a remote desktop (often referred to as VDI)
- Microsoft 365 applications including Outlook for university email whether you are off-campus or on-campus
- Employee and student portals at my.cu.edu
Install and Register for Duo
- Download the Duo app on your preferred mobile device. OIT highly recommends doing this on your smartphone.
- Register for Duo from your laptop or desktop computer.
- In your browser, type in: https://passport.ucdenver.edu/cusecure.php and click enter.
- Remove your university email address and type in your user name.
- Be sure to log in using your university username (not your email address) and your password.
- The Duo Authentication “Start setup” message will appear. (If you're already registered for Duo, you'll receive a ready to start using CU Secure message.)
- Troubleshooting: If you have an issue accessing the https://passport.ucdenver.edu/CUSecure.php link, clear your browser data, then close your browser and reopen a new session. You must enter your user name (generally your last name and first initial or a combination of your last and first name).
Check for Supported Devices and Operating Systems
Be sure you are using the most up-to-date browser and updated operating systems on all your devices. Refer to the table below for assistance. Contact the Service Desk with any questions you may have about compatibility.
Microsoft 365 and Duo Security Supported Clients and Browsers
Operating Systems (OS):
| Device | Requirements | Duo Notes |
| Outlook for iOS | iOS 14 or higher | |
| Outlook for Android | Android 7.2 or higher | |
| Microsoft Outlook 2019 | MS Outlook 2019 is supported | |
| IMAP and POP3 | Microsoft Outlook will not support connection to emails through the IMAP client or POP account. | |
| Microsoft 365 | Latest browser versions of Safari, Chrome, Edge, or Firefox | |
Microsoft system specs include:
|
| 32-bit requires hardware acceleration for 4K and higher |
Mac system specs include:
| Apple/Mac:
| HFS+ hard disk format (also known as macOS Extended) or APFS Updates may require additional storage over time. |
| Linux | Install the most recent browser for Linux. If you have questions, the OIT Service Desk will try to help as they are able but, the team does not have access to the Linux OS to troubleshoot. | Keep your browser open or you will be required to authenticate at the beginning of each new session. |
| iOS (Apple) |
| Compatible with M1 iPad Pro |
| Android OS |
| Duo Mobile is not supported for use on ChromeOS or Huawei. |
| Blackberry OS | OIT recommends upgrading to a newer smartphone for MFA capability. | Duo Mobile for Blackberry is not available. |
Training Resources
Getting Started
Duo Install
Associated Documents
-
.pdf
Updating Duo with a new phone number .pdf
Download Updating Duo with a new phone number (197 KB)
Frequently Asked Questions
It is easy to reactivate Duo on your mobile device after an upgrade or getting a new phone. Please follow these directionsto reactivate Duo on your new device.
The Duo “Push” authentication method is specific to your individual device. If you have replaced or upgraded your phone, you will need to reactivate the Duo Mobile app on your new phone.
- Go to https://passport.ucdenver.edu/CUSecure.php and log in with your username and password.
- At the Duo Authentication screen, click “My Settings & Devices” (if you are in a mobile browser, this choice will be under the “Settings” menu in the upper right)
- You will be prompted to authenticate. Use the “Call Me” option, which should still work unless you have changed phone numbers.
- Click “Device Options” next to your phone number, then click “Reactivate Duo Mobile”
- Follow the onscreen instructions to reactivate Duo Mobile on your new phone.
If these instructions do not work, or if you have changed your phone number, please call the OIT Service Deskat 303-724-4357 or onlinefor assistance.
Campus Email Lists
Do you have a message you want to get out to a wide audience? Our Campus Email Lists will help you navigate which option is the best one for you to ensure your message gets out to exactly the individuals, groups, or campuses who need it.
Wireless Connectivity
As a member of the university community, you have access to internal and external resources for securely connecting to the university network. OIT supports both wi-fi and cellular coverage on campus. Learn more about supported devices here.
Technology Training
Office of Information Technology offers several pathways for learning more about the technology software and programs that we offer. Sign up for training sessions to learn more about using Sitefinity, AV equipment, and Microsoft Office.
