Troubleshooting macOS Login Issues

Users of UConn-owned Macs use their UConn email and password to log in. This allows their Mac to stay synced with password changes and other account changes that may happen. Occasionally, users may run into issues with logging into their Macs. They can follow troubleshooting steps to correct these issues.

If you are logging into a Mac that hasn’t been used in a very long time (1 year or longer), you should reach out to your local IT support to have the computer prepared for new usage.

If you are a new user of a Mac that was previously used by a different employee, it must also be re-deployed and prepared for your use. If this has not happened, please see this article: Repurposing a Computer for a Different Employee

First step: Restart the computer

Any time you are running into issues with your computer, a restart is the best first troubleshooting step. Restart your computer and see if the issue is resolved. If the issue persists, continue below.

All other troubleshooting steps

These steps assume your computer is relatively up-to-date and is running a new operating system and configuration. If these steps do not match what you see on your computer, you may on an older setup. In this case, you should reach out to your local IT support.

Your computer is designed to connect automatically to UCONN-SECURE. If it is not automatically connecting, you can use the local login option.

This method will only work if you’ve previously signed into this computer. If you have never signed into the computer, see the next section.

If you see a large gray box in the middle of the screen, click the laptop icon on the top right to toggle from online login to local login.
Log in using your username and password in the field below. Your username is your UConn email without “@uconn.edu”. For example, if your UConn email is jonathan.husky@uconn.edu, your Mac local username is jonathan.husky.
Your computer should log in. Next, you will fix the network issue to prevent this from happening in the future.
Connect to any network except UCONN-SECURE. If you are on-campus, use UCONN-GUEST. If you are off campus, use your home network.
In your Applications folder, open Self Service+. This is the UConn-specific app store and management tool.
Navigate to Catalog → All → REPAIR - UCONN - 802.1x BINDING - MAC. Select Install to run the repair.
Attempt to connect to UCONN-SECURE if your Mac doesn’t do so automatically. You will not be prompted to enter your NetID.

Your computer is designed to connect automatically to UCONN-SECURE. If it is not automatically connecting, you can take steps to troubleshoot this issue.

If you are on-campus, you will need to set up a temporary mobile hotspot from either a smartphone or a Windows computer. See your manufacturer’s instructions for creating this hotspot.
On your Mac, click on the Wi-Fi symbol on the top right and connect to your mobile hotspot.
The UConn email login screen will load once connected. If you do not see it, click on the laptop icon to toggle from local login to online login.
Log in using your UConn email and password. After a minute or so, you will be at the desktop. Next, you will fix the network issue to prevent this from happening in the future.
In your Applications folder, open Self Service+. This is the UConn-specific app store and management tool.
Navigate to Catalog → All → REPAIR - UCONN - 802.1x BINDING - MAC. Select Install to run the repair.
Attempt to connect to UCONN-SECURE if your Mac doesn’t do so automatically. You will not be prompted to enter your NetID.

UConn Macs use a tool called Jamf Connect to allow email-based login. If your computer has been offline for a significant period of time, it may have lost the licensing information for this tool. You can resolve this issue if you have previously signed into the computer.

If you see a large gray box in the middle of the screen, click the laptop icon on the top right to toggle from online login to local login.
Log in using your username and password in the field below. Your username is your UConn email without “@uconn.edu”. For example, if your UConn email is jonathan.husky@uconn.edu, your Mac local username is jonathan.husky.
Your computer should log in.
Connect to any network. After a few minutes, your computer will receive the current configurations for the managed software on it, including Jamf Connect. You will not necessarily be notified when this is complete. If you cannot connect to UCONN-SECURE, continue with the next steps.
Navigate to Catalog → All → REPAIR - UCONN - 802.1x BINDING - MAC. Select Install to run the repair.
Attempt to connect to UCONN-SECURE if your Mac doesn’t do so automatically. You will not be prompted to enter your NetID.

If your computer has just a solid gray screen at the login page, then it was not set up properly. You should bring it to your local IT support to have the computer re-deployed.

This computer is meant for shared/lab usage

If the computer is meant to be used in a shared environment (multiple users, student workers, lab, etc.), then you should be able to sign in after another user. If the previous user is around, have them log in, then fully sign out. If they are not around, hold the power button for 10 seconds the force the computer to power off. Then power up and sign in with your UConn email.

If you are still locked out after all of these steps, reach out to your local IT support for assistance.

This computer is meant for a single user

If you temporarily need access to a computer that is assigned to someone else, have them fully sign out of their account. This will return the computer to its email login screen.

If you need more permanent access to this computer, you should reach out to your local IT support and inquire about converting it to shared use.

Your computer is running a legacy configuration that will require re-deployment. This system was retired in 2024 and will not allow new sign-ins. You should reach out to your local IT support about migrating to the new Mac configuration.