Nexus Troubleshooting Tips

Many computing services offered by the University of Waterloo rely on the Nexus Active Directory services for authentication. Services such as the Central Authentication Service (CAS)wireless services (Eduroam) and many corporate applications (see list below) use Nexus accounts when authentication (username and password) is required.

The following services use Nexus authentication:

  • Eduroam (wireless)

  • uw-unsecured (wireless)

  • 802.1x (wired public access point)


  • WaterlooWorks

  • Quest

  • myHRinfo

  • myPENSIONinfo

  • Virtual Private Network (VPN)

  • any web page or service that displays a CAS login page

What is my Nexus username and password?

Your Nexus username and password is the same as your Waterloo Identity and Access Management (WatIAM) username and password. When you update your password in WatIAM your Nexus password will also be updated. Remember to change any saved passwords on your various mobile and computing devices.

Additional trouble-shooting information

Some people may experience problems with the "saved" or "cached" passwords on their computer. Passwords may be saved in the Windows Credential Manager or by the browser. Some Windows users may need to modify or delete these passwords.

Windows Credential Manager

See Clearing Cache/Saved Windows Credentials.

Browser saved passwords

Internet Explorer 11

  1. Open the Start menu and select Control Panel then Internet Options

  2. Select the General tab and click the Delete... button located in the Browsing History area

  3. Click to check the selection box next to Passwords and then click Delete

  4. Close Internet Explorer

Google Chrome

  1. Open Chrome

  2. Press and hold Ctrl+Shift+Delete keys simultaneously

  3. The Clear Browsing Data dialog box opens

  4. Click to select the Clear Saved Passwords box

  5. Click the Obliterate the Following... drop-down menu and select the The Beginning of Time option

  6. Click Clear Browsing Data

  7. Close Google Chrome

Mozilla Firefox

  1. Open a Run dialog by holding your Windows+R keys simultaneously

  2. Type Firefox --preferences and press Enter 

  3. Click the Security icon on the Options dialog box

  4. Click the Saved Passwords... button and a list of saved passwords will be displayed

  5. Click the Remove All button and then click Close 

    1. This returns you to Options > Click OK to close the dialog box

Other applications

Other applications/connections may also contain saved password information and you will need to update your username and password.

These applications and mappings may display an 'unable to connect error' and if prompted, you should update the username and password.

Windows drive mappings

  • If you have used the Map Network Drive feature in Windows to map "" drives, we recommend hovering the mouse over the mapped drive, and clicking the secondary mouse button (usually the right-click), and then choosing Disconnect

  • You now need to create a new Map Network Drive connection with your current "NEXUS\username" and password

Nexus issues with SharePoint

Not on a Nexus managed workstation

When using SharePoint on a Nexus authenticated workstation you will not be prompted to log in. On a non-Nexus workstation you must log in as "NEXUS\username". The Nexus\ prefix is required, and note the slash is the back slash key found above the "Enter" key (and not the forward slash used in typing web addresses).

Multiple Password Prompts

Follow the Internet Options tips in the Share troubleshooting tips article.

Connect to Outlook (for connecting to SharePoint Calendars, Tasklists and other SharePoint features)

Outlook should ask you to update your “saved” credentials. If Outlook doesn't provide an option to “Save” the new password you may have to delete your connection and recreate it.

Connect to Excel

If you have used the Connect to Excel or Exported data from SharePoint to Excel, you will be prompted to update your credentials. Remember to use your Nexus\username.

I don’t use Internet Explorer as my browser

If you use any other browser (FireFox, Chrome, Safari) then you may need to log in to SharePoint using "NEXUS\username" format (see "Not on a Nexus managed workstation" section above).

Adding new users to SharePoint sites

You must add people as "NEXUS\username". Do not use friendly-names (e.g., jack.jones) for the username. The built-in SharePoint directory lookup is a handy tool for finding the Nexus username (book icon on the right side of the users add window) or you can use the authenticated WatIAM search.

Need help?

Contact the IST Service Desk online or 519-888-4567 ext. 44357.

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