Issue
You're just about to start your day, but your computer isn't letting you in. It powers on, and it goes to the log-in screen, but as soon as you try to log in you are greeted with an error message. This article will explain some steps you can take to resolve this.
On This Page
Windows
"The specified domain either does not exist or could not be contacted"
When you sign in to a Duquesne-managed computer, like E.T., it will try to 'phone home' to Duquesne University's computer network. That network is called the Administrative Domain, or just the Domain. This is how your computer knows what your password is, and where it can find your Documents, settings, and licensed software when you sign in.
The first time a user signs in to the Domain, the computer will ask the Domain for permission to create a user folder on that computer and bring over all that information. This means it needs to be connected to the Domain — typically by being hardwired to the network.
Once your computer has created a user folder for the first time, it's saved on that computer indefinitely, and it only needs to check in with Domain every several weeks.
What this error usually indicates is that your computer is not connected to the network. The quickest solution to this error is to plug your computer into a Duquesne Ethernet port. This will connect it to the Internet. You should only need to do this once for a new computer the first time a new user signs in, but you may need to do it again if the computer is left without connecting to the Internet for several weeks, too.
If you require further assistance, or this solution does not work for you, please contact the IT Service Desk.
"The username or password is incorrect"
This error message is what it says on the tin. Make sure you've selected the right account to sign in with, and that you are typing your password correctly. Check to make sure your Caps Lock key is not on.
In some cases, you will have a new MultiPass password, but the computer will not yet know about it. This is because the computer needs to connect to the network first before it can find out what your new password is. If you've recently updated your password, try using the old password.
Also in some cases, your MultiPass password could have expired. Try going to duq.edu/multipass and updating your password if it has expired. For more information on this, read How To: Reset MultiPass Password.
If you require further assistance, or this solution does not work for you, please contact the IT Service Desk.
"The trust relationship between this workstation and the primary domain failed"
When you sign in to a Duquesne-managed Windows computer, it 'checks in' with the Duquesne network and the Duquesne network, or Domain, validates whether that computer is supposed to connect to it. If the Duquesne Domain does not recognize that computer or has blocked it for any reason, the 'trust relationship' between them breaks down.
This can happen when it is time for a loaner computer to be returned, when a cybersecurity vulnerability has been detected on the endpoint, or — rarely — by mistake.
Before doing anything else, try connecting the machine to Ethernet and then restarting the computer. This has resolved this error in the past.
If you are still unable to validate with the primary domain, a Duquesne technician will need to restore it. Please file a Repair Request with the Computer Hardware & Software Repair (Departmental) service.
For this request, please provide a Computer Name. Unfortunately, because you cannot sign into your machine, the usual methods of finding a Computer Name in How To: Find Information About Your Duquesne-managed Computer will not work. Not to worry! There is another way.
In the lower-left hand corner of the sign-in screen should be an option labeled "Other user." Click this, and in the Username field simply enter ".\" (no quotation marks). Underneath the password, the field reading "Sign in to:" should change from "DUQUESNE" to a different string of characters. That string of characters is your Computer Name.
macOS
Incorrect password
This error is exactly what it says. The Mac does not think you are typing your password correctly. Even if you're sure you are, double-check it and try again.
- Make sure Caps Lock is not on.
- Restart your Mac and try again.
- Try an old password.
In some rare cases, if your Mac uses your MultiPass password, it may have expired. Try going to duq.edu/multipass and updating your password if it has expired. For more information on this, read How To: Reset MultiPass Password.
Your Mac may need to update your password. If possible, try connecting your Mac to the network with an Ethernet cable.
If you require further assistance, please contact the IT Service Desk.