Faculty/Staff Technology FAQ

August 19, 2026: Tech Café will partner with Academic Innovation to provide support for faculty at the Academic Innovation Center (MS 240) beginning at 1 p.m.

Tech Café On The Paseo: HSU 1.002 (under the stairs)
Monday-Friday | 8:00am-5:00pm

Tech Café Downtown: FS 2.400 (next to the One Stop Enrollment Center)
Monday-Friday | 8:30 AM to 1:00 PM & 2:00 PM to 4:00 PM

Call Tech Café: 210-458-5555
Monday-Friday | 8:00am-7:00pm (CST)

Email Tech Café: techcafe@utsa.edu

To reset your passphrase, 

• Go to the UTSA Passphrase Portal at passphrase.utsa.edu.
• Select “Begin Reset” in the “Reset Your Passphrase” tile.
• Follow the prompts to enter your myUTSA ID and select either your contact phone number or non-UTSA email address.
• Follow the prompts to receive your passphrase reset request (must be completed within two hours). 

After resetting, please verify that you can sign in to services you commonly use, including Microsoft 365, myUTSA Account, VPN, etc. Note that Microsoft will require you to accept Duo Authentication again; click "Next" and "Approve" when prompted.

As soon as you change your passphrase, you will need to update your password on every device you use for AirRowdy Wi-Fi and university systems (phone, tablet, etc.). Failure to update your password promptly may result in lock-out issues. 

It's a good idea to clear your browser cache once you've reset your passphrase. 

For your computer: to clear your cache quickly, open your browser and press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) on your keyboard and click Delete.

For mobile devices: To clear your browser cache on a phone, open your web browser app (e.g., Chrome, Safari, Firefox, etc.) and go to the menu or settings. Find the privacy and security section and select "clear browsing data" or "clear history," confirm and delete.

It's a good idea to clear your browser cache once you've reset your passphrase. 

For your computer: to clear your cache quickly, open your browser and press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) on your keyboard and click Delete.

For mobile devices: To clear your browser cache on a phone, open your web browser app (e.g., Chrome, Safari, Firefox, etc.) and go to the menu or settings. Find the privacy and security section and select "clear browsing data" or "clear history," confirm and delete.

If you requested a passphrase reset but did not receive the email or text message required to proceed after a few minutes, please contact Tech Café.

Please note that email is typically a more reliable medium to receive a passphrase reset message than text messages (SMS). This is due to discrepancies in different phone service providers (AT&T, Verizon, etc.). 

If you have not connected your UTSA-issued device to the university network since you changed your passphrase, you will need to use your old passphrase to log in. If you are using a UTSA-issued computer off campus, please connect to the VPN at your earliest convenience so that your computer will sync your new credentials.

If you have tried both your old passphrase and your new passphrase and you are unable to sign in to your device, please contact Tech Café.

As part of the passphrase reset process, Microsoft will require users to accept Duo Authentication again. This is expected behavior. Click "Next" and "Approve" when prompted. See example screenshots below:

Internet applications often cache your credentials to make your experience smoother, which can cause snags when a password is changed. If you encounter an issue using your new passphrase, clear your browser cache and cookies and try again.

For your computer: to clear your cache quickly, open your browser and press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) on your keyboard and click Delete.

For mobile devices: To clear your browser cache on a phone, open your web browser app (e.g., Chrome, Safari, Firefox, etc.) and go to the menu or settings. Find the privacy and security section and select "clear browsing data" or "clear history," confirm and delete.

Please note that Microsoft will require you to accept Duo Authentication again. This is expected behavior. Click "Next" and "Approve" when prompted. See example screenshots below:

If you experience performance issues using the university VPN on a PC: after you change your passphrase, open GlobalProtect on your device, open "settings" and click "sign out." Then, click "connect" and sign in with your UTSA ID and your new passphrase. 

As part of our ongoing response to the attempted unauthorized activity, we have proactively taken some systems and services offline. If your device is no longer working or does not connect to the internet, it has likely been impacted by these measures. Please take the following steps:

1. Note how the device is malfunctioning (won’t connect to the internet, won’t turn on, etc.) and locate the asset tag (usually found on a sticker on the bottom or side of the device).
2. Submit a “Computer Reimaging” request by using this form or by contacting Tech Café. This will initiate the process for Tech Café to coordinate drop-off/pickup arrangements of the affected device.
3. If a loaner device is needed, it may be available through the user’s department or through Tech Café. If no loaner is available, emergency procurement may be required. Please follow established procedures for purchasing UT San Antonio computers. Do not buy computers from an independent vendor; work with your IT liaison, Tech Café, and business service center to make an appropriate purchase.
4. Once a device is repaired or replaced, the request will be closed and the loaner can be returned.

More Information:

• Loaner and newly purchased devices are pre-imaged with standard university software; if you need assistance installing other software necessary for your job functions, Tech Café can assist.
• All files saved to a user’s OneDrive for Business, including the Desktop, Documents, and Pictures folder, will be accessible via OneDrive on the new device or online via the OneDrive portal.
• Data stored locally on the impacted device, rather than in OneDrive or another backed-up location, cannot be recovered.
• For questions, contact Tech Café.

All UT San Antonio students, faculty, and staff must change their UTSA passphrase as part of the precautionary measures we have taken to protect university accounts and systems. 

UT San Antonio Health Science Center students and faculty are not impacted.

Our ongoing investigation has found no evidence that university data was accessed or exfiltrated as a result of the attempted unauthorized activity against university technology systems. The activity was detected at the edge of our network, before it reached core systems, and immediate action was taken to contain it and protect the campus’ entire technology environment.

Once you have successfully reset your passphrase, please verify that you can sign in to services you commonly use, including Microsoft 365, myUTSA Account, VPN, etc.

Note: If you use AirRowdy Wi-Fi on a phone, tablet, or laptop, you will need to re-enter your new credentials on those devices to continue accessing the internet.

There is no need to change your other passwords as a result of this passphrase reset.

Note: Best practice is to avoid using your UTSA ID or passphrase as credentials on other websites or services not affiliated with UT San Antonio. 

To best secure your information, consider using a password manager. These apps store all your passwords in one place, protected by a single master password — the only one you need to remember. Instead of reusing passwords or writing them down, you can save, organize, and manage logins for every site and app you use.