Isothermal Community College

Help Desk

Password reset instructions

On the ICC Password Reset page, you will find three options (as shown in the image below):

  • Login. Use this option to set up challenge questions and a recovery email.
  • Change Password. Use this option to change your password, if you already know your current password.
  • Forgot Password. Use this option to answer challenge questions to receive a new password, or to receive a one-time passcode to reset the password.

Isothermal Community College Password Reset page with input fields for User name and Password. Below the input fields are three red buttons: Login, Change Password, and Forgot Password.

To see each demonstrated, click on one of the tabs above.

The Login option from the ICC Password Reset page allows you to set up challenge questions and a recovery email.

Here are the steps to use this option:

  1. Type your current user name and password in the text boxes and then click the Login button.
  2. The End-User Self Service page is displayed.
  3. Answer five of the challenge questions available.
  4. Each answer needs to be at least 3 characters long.
  5. After answering at least five questions, click the Continue button located at the bottom of the page.
  6. If your answers are not accepted, you will be prompted to fix the answers.
  7. Once all of the answers are accepted, you will see the "Self Service Action Successful message.
    Self-Service Action Success message displayed after user successfully creates 5 or more security questions and answes
  8. Click the "Try to continue login in" link.
  9. The Enrollment Email Address page is displayed.
  10. Enter your current username name and password and an alternative email address.
  11. A test message will be sent to the alternative email address for confirmation of the address.
  12. Click the Continue button to complete the setup of challenge questions and a recovery email.
  13. Once logged in you can edit the security questions and/or recovery email information.

The Change Password option from the ICC Password Reset page allows you to change your password.

Here are the steps to use this option:

  1. Click the Change Password button.
  2. Type your User name in the text box provided. Click the Continue button.
  3. Type your current password in the text box provided. Click the Continue button.
  4. You will see the Password Complexity Rules. Your new password must confirm to all of the rules in order to be accepted. 
    Password Complexity Rules, stating that password must be between 8 - 12 characters long, must contain 6 letters (but not your name), must have at least one upper case letter and one lowercase letter, one digit between 0 and 9, and one non-alphanumeric character.
  5. Type your new password in the New Password text box.
  6. In the Confirm Password box, type the same password you provided in the New Password text box
  7. Click Continue.
  8. Once your new password is accepted, you will see the "Self Service Action Successful message.
    Self-Service Action Success message displayed after user successfully creates 5 or more security questions and answes
  9. It's important to wait at least ten (10) minutes before logging into Moodle, Patriot Port, or your student email.
  10. After resetting your password, you will be prompted to set up your challenge questions and a recover email.
  11. Click the Continue button to complete the setup of challenge questions and a recovery email.

The Forgot Password option from the ICC Password Reset page allows you to answer challenge questions to receive a new password, or to receive a one-time passcode to reset the password.

Here are the steps to use this option:

  1. Click the Forgot Password button.
  2. Type your current user name and then click the Continue button.
  3. The End-User Self Service page is displayed, and provides you two authentication types to reset your password ("3 Challenge Answers" and "One Time Passcode"). Each of the options is demonstrated below.
To use the "3 Challenge Answers" option
End-User Self Service dialog box with 3 Challenge Answers option selected
  1. Click the "3 Challenge Answers" option and then click the Continue button.
  2. The challenge questions you previously answered are displayed.
  3. Answer 3 of the questions displayed and click the Continue button.
  4. If you answer these questions correctly, you will be able to change your password.
  5. Each answer needs to be at least 3 characters long.
  6. After answering at least five questions, click the Continue button located at the bottom of the page.
  7. If your answers are not accepted, you will be prompted to fix the answers.
  8. Once all of the answers are accepted, you will see the "Self Service Action Successful message.
    Self-Service Action Success message displayed after user successfully creates 5 or more security questions and answes
  9. Click the "Try to continue login in" link.
  10. The Enrollment Email Address page is displayed.
  11. Enter your current username name and password and an alternative email address.
  12. A test message will be sent to the alternative email address for confirmation of the address.
  13. Click the Continue button to complete the setup of security questions and a recovery email.
  14. Once logged in you can edit the security questions and/or recovery email information.
To use the One Time Passcode option
End-User Self Service dialog box with One Time Passcode option selected
  1. Choose the One Time Passcode option from the End-User Self Service page.
  2. Click the Continue button.
  3. You are prompted to contact the Help Desk at icchelpdesk@isothermal.edu or call 828-395-1437 to receive a One Time Passcode (OTP). When asking for the One Time Passcode, you need to provide your Student ID number or your full name with the last four digits of your Social Security Number.
  4. The Help Desk responds to your request (please note, the response will not be immediate on nights or weekends) and will send the One Time Passcode to the email of your choice.
  5. Enter the One Time Passcode you received from the Help Desk into the One Time Passcode box and click the Continue button.
  6. The Change Password dialog box is displayed. You are required to create a new password. Make sure the new password meets the Password Complexity Rules displayed.
    Password Complexity Rules, stating that password must be between 8 - 12 characters long, must contain 6 letters (but not your name), must have at least one upper case letter and one lowercase letter, one digit between 0 and 9, and one non-alphanumeric character.
  7. Once your new password is accepted, you will see the Self-Service Action Successful message on the End-User Self Service dialog box. NOTE: you need to wait at least ten (10) minutes before logging into Moodle, Patriot Port, or your student email.
    Self-Service Action Success message displayed after user successfully creates 5 or more security questions and answes
  8. Click the Try to continue logging in link to login.