Frequently Asked Questions(FAQs)

Question:
How do I go about resetting my WebCAAF Password?

Answer:
In order to better process your requests for WebCAAF password problem assistance, we are requesting that instead of calling the Help Desk, you email your request to the following address: helpdesk@helpdesk.itc.nrcs.usda.gov.  In the “Subject” area of your message please type in “WebCAAF”.  Please include the following information in your request:  name, phone number, CAMS ID, Site ID, state and email address.

PLEASE NOTE:  ONLY SEND IN 1 REQUEST  (do not call, etc. another Help Desk or technician – we are getting too many duplicates)!!!  Please wait to hear from the Help Desk before you try using your account .  After your request has been processed, you will receive an email from a technician working in conjunction with the Help Desk.  The email will contain a Ticket or Work Order #, the above information (in the Request area) and a resolution that will look somewhat like this:

“I*CAMS Operator ID is xx99999   Reset your password to – xxxxxxxxx

The next time the user tries to access a WebCAAF protected application, they will be prompted to change this "reset password". The user MUST also populate their WebCAAF Password Hint so that in the future there will be no need for a "manual" reset . This means that the next time the user forgets their password or it doesn't work, all they have to do is answer their password hint (just a question that verifies who they are) . When they successfully answer their password hint, they will get a "system generated temporary password " (shown on the screen) that they will use the next time they try to access a WebCAAF protected application. WebCAAF Password Services will then make them change this system generated temporary password.

NOTE: After 5 cumulative tries of putting in the user's password and/or password hint answer incorrectly -- their account will be locked out for 30 minutes. DO NOT try more than 5 times cumulatively (e.g. 3 tries yesterday and 2 tries today = 5 times). IF they do, their account will be "disabled" which takes a "manual enable" here in the server! The reason their account is disabled instead of locked out for 30 minutes is because after 5 times, the user should realize they don't know their password and/or password hint answer and by continuing...the system thinks someone is trying to hack into it! Thanks.”  

Additional information you should be aware of prior to submitting your request to the Help Desk:

   1.If a caller is getting “Page not found” it may be because there is a temporary hiccup in the system, where a server is failing and a fail-over server is picking up the load or the Page is being worked on and hasn't been updated yet.  In either case have the caller wait 5 minutes or so and try again.  If, after that, it's still not found, put the missing page's URL in the “Request” area and send it to helpdesk@helpdesk.itc.nrcs.usda.gov.

   2.If you change your password and then get out right away, you will not be able to log into a WebCAAF protected application for 30 minutes. The reason for this 30 minute wait, after a user changes their password, the password change MUST be replicated from Fort Collins Colorado to St. Louis or Kansas City Missouri.

   3.The error message about "Cannot generate a temporary password at this time" means that the user's account has been DISABLED (for some reason) and the system WON'T generate a temporary password for a DISABLED account.  (Explained above)

   4.An account is locked for excessive tries (5 cumulative times) and should unlock after 30 minutes. If it is 6 cumulative times or more, your account will be DISABLED and it will have to be reset by an administrator (personnel located in the Web Farm) ! The Key to remember is : LOCKED OUT: A temporary situation (30 minutes wait ), DISABLED: An administrator has to reset ( need to send in an email request). It is also important to note, that closing your browser does not fool the system – the system knows/remembers how many times you have tried UNTIL you have successfully logged in .

    5.The Hints may be created or changed at any time after the user has a permanent password from the initial login screen.

   6.If the user is trying to login to WebTCAS and gets: "Your User ID is not currently active in WebTCAS"...This is an HR or CAMS (WebTCAS) problem not WebCAAF!  (You may send in a request the same way (via email),   please insure that you copy this error message and paste it as part of your request. – these are handled entirely different)

   7.I*CAMS is slightly different, you get 4 attempts, on the 5 attempt ( where you don’t get in), you are DISABLED. Do NOT try it more than 4 times. After your 4th failed attempt, you can have another password e-mailed to you IF you have set up a password hint in the CAMS system OR your Agency HR staff can reset the password for you. This password is only used in CAMS and at this time not in any WebCAAF protected application. IMPORTANT NOTE: You use the same I*CAMS Operator ID for WebCAAF and CAMS but the passwords can be different...the only way they will be the same is if you set them in both systems yourself!

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