How may we help you?

If your password has expired or is nearing expiration, you must update it.  How to achieve this depends on two factors:

• Location 
• Password has already expired (vs. about to expire)

4 scenarios will determine the steps to change your password:

1. You are in a Metro Office and your password has already expired
2. You are in a Metro Office and your password has not yet expired
3. You are working remotely and your password has already expired
4. You are working remotely and your password has not yet expired

1. You are in a Metro Office and your password has already expired

If you find yourself locked out due to an expired password while you are working inside one of the Metro locations you should do the following:

• Log in to your device using the expired password - after Duo authentication resolves you should be prompted to change your password.

• Enter your expired password in the ‘ Old password’ field.
• Enter your new password into the 'New password' and 'Confirm password' field.
•  Click on the Next arrow to continue. 

NOTE!: Duo Authentication will trigger. Ensure to complete the authentication; otherwise, your password change will not be saved.

• Once completed you should see the message: ‘Your password has been changed.’ 
• You will be asked to log in again, this time using your new password. 
• This action will prompt Duo Authentication once more. 

2. You are in a Metro Office and your password has not yet expired

You are aware your password is about to expire or you think someone may know your password.  Time to change it!

• Log in to your device using your existing password (confirm Duo Authentication)
• Press Ctrl-Alt-Del and you should see the option 'Change your password'.

• Repeat the same process as before: Enter your current password in the ‘Old password’ field and your new password in the other fields (Duo Authentication will be triggered)
• You should receive a message saying ‘Password has been changed.’

3. You are working remotely and your password has already expired

• Log in to your device with your expired password (complete Duo Authentication)
• Perform a search for ‘Remote Desktop Connection’ and click open the application.

• Enter ‘SEATS.METROHW.COM’ or ‘VANTS.METROHW.COM’ (Seats for the US, Vants for Canada) and click connect. 

• Enter your current password in the ‘Old password’ field and your new password in the other fields (Duo Authentication will be triggered)
• Once you get the ‘your password has been changed’ message you can log out of the terminal server.
• Open Sonicwall VPN Client (it may be named something different e.g. ‘Connection to Kent’) but should be this icon:

• Log in to the VPN using your new password (make sure to add a comma and token code or ‘push’)  <Password,push> or <Password,######>
• Once the VPN is connected you need to press the Windows key + L (at the same time) to lock your computer.
• Use your new password to unlock the computer – your password has now been changed.
• If you have a work cell phone you will need to update your password on it.

4. You are working remotely and your password has not yet expired

• Log in to your device using your current password.
• Open your Sonicwall VPN Client.
• Log in to the VPN.
• Once connected press Cntrl-Alt-Del.
• Select ‘Change your password.’
• Enter your old PW & the new password in the labeled fields.
• You should get the message ‘Your password has been changed.’
• If you have a Company cell phone you will want to update your password in your email app.