You can scroll through all the FAQs on this page or click the following links to proceed directly to the area you need help with:

General questions


What is Active Synchronization?

Active Synchronization is Microsoft’s solution that allows a mobile device such as a smart phone or tablet to securely access emails, calendars, tasks, and contacts from the College’s staff email system.
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Why do I have to agree to these terms?

You are under no obligation to forward your College email to your personal device. You can access staff email through HUB (refer to the Log on to staff email webpage for instructions). If you choose to synchronize your College email with a mobile device, however, the College needs to ensure that College data is secure. The Active Sync agreement confirms that you understand the access that IT Solutions requires to manage your device and the steps taken to wipe the data from a compromised mobile device.
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This is a College‑issued device—why do I have to sign the Active Sync agreement?

Although this is a College‑issued device, your device might contain personal data and applications that are not synchronized with your Outlook. This data will be lost if IT Solutions needs to wipe your mobile device. The Active Sync agreement confirms that you understand the access that IT Solutions requires to manage your device and the steps taken to wipe the data from a compromised mobile device.
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How do I request to have my College email available on my mobile device, and do I require my supervisor’s permission to proceed?

Log on to HUB, and in the Launchpad widget, click the chevron (^) icon at the top‑right hand side of the Processes section, and then click the Resource Request – Active Sync – Enable Mobile Device Maestro process link. Complete the required fields, and confirm that you agree to the terms of the Active Sync agreement. You do NOT require authorization from your supervisor.
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I have signed the Active Sync agreement—how do I add my phone or mobile device?

On the ITS Help Resources page, under the Staff Email topic, click the Connect staff email to your mobile device link for instructions for your specific device.
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Why do I have to have a password on my device?

This is for security reasons. If you lose or misplace your phone, a password will prevent someone from being able to immediately access your data or send email from your account.
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What does it mean to wipe my phone?

Wiping your phone will reset your device to its factory default settings, which will remove all your personal data. This includes College emails, pictures, videos, contacts, and any applications that you had installed on the device. IT Solutions recommends that you regularly back up your mobile device to prevent data loss.
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What should I do if my phone gets lost or stolen?

If you have a College‑issued device, report the incident to RRC Security Services in‑person, or by phone at 204‑632‑2323. You must report any lost or stolen device, whether personal or College‑issued, by submitting a Case Log. IT Solutions will determine if it is necessary to wipe the device.
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I lost all the data on my phone—can IT Solutions restore it?

No. IT Solutions does not save a copy of the data that you have on your device and recommends that you regularly back up your mobile device to prevent data loss. If you have backed up your device to a computer or cloud‑based service, you can recover lost data yourself by following your device manufacturer’s instructions. Refer to the How do I back up the data on my phone FAQ.
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How do I back up the data on my phone?

You can refer to the instructions that came with your phone or visit the following support websites:

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Will I still receive my email in Outlook?

Yes. Active Sync is a secure method that allows you to see the same email on your mobile device that you would see on your computer’s Outlook.
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If I delete an email on my phone, will I still see it in Outlook?

No. By default, your mobile device will synchronize with your computer. When you add or delete an item, such as an appointment, Outlook is synchronized to automatically make the change on all devices.
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How far back can I sync?

Your phone’s manufacturer determines this default setting. Please refer to the instructions that came with your phone or visit the following support websites for information about changing your device’s Sync settings:

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Can I set Automatic Replies (formerly called Out of Office Assistant) on my phone?

Yes. You can find this option in the email account menu on your mobile device.
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Can I reset my phone myself?

Yes. You can wipe your own device using the RRC Outlook Web Access interface.

IMPORTANT: Once you wipe your device, IT Solutions CANNOT recover your data. You can restore only the data that you have backed up yourself.
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I accidentally reset my phone to the factory default settings—can I restore my data?

IT Solutions does not save a copy of the data that you have on your device. Once you wipe your device, IT Solutions CANNOT recover your data. You can restore only the data that you have backed up yourself. Please refer to the following manufacturer’s support websites for instructions on backing up and storing your data:

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How do I change my password?

To change your password, refer to the HUB Change your password page. (You also can visit the Staff password help resources page for detailed instructions about changing your password.) You must also change your password in the following places:

  • Cell phone Wi‑Fi password
  • Cell phone Exchange email account password
  • Laptop Wi‑Fi password

For additional information about your password, refer to the following ITS Help Resources pages:

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I’m not getting email anymore—how can I fix it?

If you have recently changed your password, please verify that you have updated your password in the following commonly overlooked places:

  • Cell phone Wi‑Fi password
  • Cell phone Exchange email account password
  • Laptop Wi‑Fi password

For additional information about your password, refer to the following ITS Help Resources pages:

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