{"id":5536,"date":"2021-06-29T19:40:12","date_gmt":"2021-06-29T23:40:12","guid":{"rendered":"https:\/\/fibrenoire.ca\/faq-2\/"},"modified":"2023-01-18T08:08:43","modified_gmt":"2023-01-18T13:08:43","slug":"faq","status":"publish","type":"page","link":"https:\/\/fibrenoire.ca\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n
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FAQ<\/strong><\/p>\n\n\n\n

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Need some help or just curious ?<\/p>\n\n\n\n

<\/div>\n\n\n\n

There is where you will find all the answers to frequently asked questions about the Fibrenoire portal.<\/p>\n\n\n\n

That way, the information is available to you at any time of the day (or night).<\/p>\n\n\n\n

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<\/h5>\r\n <\/div>\r\n
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\r\n

Login Procedure<\/a><\/h3>\r\n <\/th>\r\n

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    \n
  1. I would like to log on to the portal but a message appears asking me to configure my account. Is this normal?<\/a>
    \n
    \n<\/li>\n
  2. What are the steps to follow to launch my account\u2019s configuration process following migration?<\/a>
    \n
    \n<\/li>\n
  3. Why did I not receive the migration notification\/welcome email?<\/a>
    \n
    \n<\/li>\n
  4. What identifier do I need to log on?<\/a>
    \n
    \n<\/li>\n
  5. When I try to log on, I get a message saying that my account is blocked. Is this normal?<\/a>
    \n
    \n<\/li>\n
  6. What should I do if I forgot my password?<\/a>
    \n
    \n<\/li>\n
  7. How do I change my password?<\/a><\/li>\n<\/ol>\n\r\n <\/td>\r\n <\/tr>\r\n
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2FA Authentication<\/a><\/h3>\r\n <\/th>\r\n

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    \n
  1. What is two-factor authentication (2FA)?<\/a>
    \n
    \n<\/li>\n
  2. Why should I enable two-factor authentication?<\/a>
    \n
    \n<\/li>\n
  3. How do I configure two-factor authentication (2FA)?<\/a>
    \n
    \n<\/li>\n
  4. Once 2FA is configured, what is the process for opening a session on the portal?<\/a>
    \n
    \n<\/li>\n
  5. I configured two-factor authentication (2FA), but I don\u2019t have my cellphone with me. How do I log on to my account?<\/a>
    \n
    \n<\/li>\n
  6. How do I transfer two-factor authentication to a new device?<\/a><\/li>\n<\/ol>\n\r\n <\/td>\r\n <\/tr>\r\n
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Administrator Account<\/a><\/h3>\r\n <\/th>\r\n

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    \n
  1. What are the advantages of having one or several user Administrators for my account?<\/a>
    \n
    \n<\/li>\n
  2. I am a user Administrator for my account. How do I add a new user to the company account?<\/a>
    \n
    \n<\/li>\n
  3. I am a user Administrator for my account. How do I remove\/change access for a user of the company account?<\/a>
    \n
    \n<\/li>\n
  4. How to I obtain the right to add or change users for a company account?<\/a><\/li>\n<\/ol>\n\r\n <\/td>\r\n <\/tr>\r\n
\r\n

Access<\/a><\/h3>\r\n <\/th>\r\n

\r\n
    \n
  1. How can I access my company’s account on the fibrenoire.io portal?<\/a>
    \n
    \n<\/li>\n
  2. How do I view recent activity on my account (logins, password changes, two-factor authentication configurations, etc.)?<\/a><\/li>\n<\/ol>\n\r\n <\/td>\r\n <\/tr>\r\n <\/tbody>\r\n <\/table>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n
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    <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n
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    \r\n

    Login Procedure<\/h3>\n

     <\/p>\n

    \n

    I would like to log on to the portal but a message appears asking me to configure my account. Is this normal?<\/strong><\/span><\/p>\n

    Yes. We have migrated our authentication system to offer new features and improve your account security. This message will only appear once. Simply follow the instructions and choose a new password.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    What are the steps to follow to launch my account\u2019s configuration process following migration?<\/span><\/strong><\/p>\n

    Log in to the portal (by clicking here : https:\/\/fibrenoire.io<\/a>) using your email address, as you would normally do. The process will launch automatically and all you will have to do is follow the steps that appear onscreen (click on the picture to make it larger):<\/p>\n

    \"\"<\/a><\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    Why did I not receive the migration notification\/welcome email?<\/span><\/strong><\/p>\n

    Following the update, the first time you log on to the portal, you will automatically receive an email with a link prompting you to choose a new password.<\/p>\n

    If you did not receive this email, please verify the following:<\/p>\n

    1. <\/span>Ensure you typed your email address correctly.<\/p>\n

    2. <\/span>Check your inbox to see if you received an email from OneLogin with the subject line \u201cInvitation to OneLogin from Fibrenoire<\/strong>.\u201d<\/p>\n

    3. Check your junk mail.<\/p>\n

    4. Ask one of your account users Administrators<\/em> to resend you the email.<\/p>\n

    If the problem continues, please contact Technical Support by telephone at 1-877-907-3002, option 2.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    What identifier do I need to log on?<\/strong><\/span><\/p>\n

    Your identifier<\/strong> = your email address<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    When I try to log on, I get a message saying that my account is blocked. Is this normal?<\/strong><\/span><\/p>\n

    This may occur if you exceed the maximum number of login attempts. After 5 unsuccessful attempts, the account is temporarily blocked. Try again later or change your password via the Forgot your password<\/strong> feature.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    What should I do if I forgot my password?<\/strong><\/span><\/p>\n

    1. On the login page, click on Forgot your password<\/strong>.<\/p>\n

    2. Open the email from OneLogin sent to your inbox and click on the link to complete the password reset process.<\/p>\n

    3. Complete the CAPTCHA test to verify that you are not a robot.<\/p>\n

    4. Select the identification factor “Email<\/strong>“.<\/p>\n

    \"identification<\/p>\n

    5. Open the email from OneLogin<\/strong> sent to your inbox and click on the link to complete the password reset process.<\/p>\n

    \"email<\/p>\n

    Check in your junk mail if you did not receive the email.<\/em><\/p>\n

    \u2191 Retour \u00e0 la case d\u00e9part \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    How do I change my password?<\/strong><\/span><\/p>\n

    1. Log on to the fibrenoire.io portal, then open a session using your current password.<\/p>\n

    2. At the top of the page, on the right, click on Settings<\/strong>.<\/p>\n

    3. Click on Change password <\/strong>in the bar on the left.<\/p>\n

    4. Enter your old password as well as the new one, then click on Update password<\/strong>.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n

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    2FA Authentification<\/h3>\n

     <\/p>\n

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    What is two-factor authentication (2FA)?<\/strong><\/span><\/p>\n

    Two-factor authentication (2FA) is a multifactor authentication process that verifies whether it is truly you who is logging in to your account. More specifically, 2FA verifies your identity using two authentication methods: something you know (such as a password, for example) and something you have (such as a mobile device).<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    Why should I enable two-factor authentication?<\/strong><\/span><\/p>\n

    Two-factor authentication allows you to protect your company and personal services and helps you prevent any unauthorized access to your portal.<\/p>\n

    Network security attacks are getting more and more complex, which means having one password just is not enough anymore. That is why 2FA is more important than ever before. Even if someone finds out what your password is, it is unlikely that person also has your device!<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    How do I configure two-factor authentication (2FA)?<\/strong><\/span><\/p>\n

    1. Log on to the fibrenoire.io portal.<\/p>\n

    2. Click on Settings<\/strong> at the top of the page, on the right.<\/p>\n

    3. Click on Security factors <\/strong>in the bar on the left.<\/p>\n

    4. Click on the Add a factor <\/strong><\/p>\n

    5. Using your mobile device, download one of the following Authenticator applications from the App Store or Google Play:<\/p>\n

    a.<\/strong> Google Authenticator<\/p>\n

    \"google<\/a><\/p>\n

    b.<\/strong> Microsoft Authenticator<\/p>\n

    \"microsoft<\/a><\/p>\n

    6. Open the Authenticator app and follow the instructions:<\/p>\n

    a. <\/strong>If you are using Google Authenticator, proceed to the next step.<\/p>\n

    b. <\/strong>If you are using Microsoft Authenticator, choose an account type that is most suitable for you, depending on your situation.<\/p>\n

    \"account<\/p>\n

    7. Authorize the use of the camera to scan the QR code on your screen.<\/p>\n

    8. Scan the QR code on the portal with the Authenticator app. Click on Next<\/strong>.<\/p>\n

    (You will have access to a 6-figure code, which will reset after a certain amount of time has passed.)<\/em><\/p>\n

    9. Enter the 6-figure authentication code and click on Continue<\/strong>.<\/p>\n

    (If you did not have enough time to enter the code, do not worry\u2014you can simply wait for the next code and try again.)<\/em><\/p>\n

    10. That is it, you are configured! You will now be able to use 2FA every time you log on to the portal.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    Once 2FA is configured, what is the process for opening a session on the portal?<\/strong><\/span><\/p>\n

    1. Log on to the fibrenoire.io portal: enter your email address and password. You must then proceed to a second authentication (2FA) in order to access the portal.<\/p>\n

    \"connexion<\/p>\n

    2. Open the authentification application you downloaded and enter the 6-figure code found under OneLogin (email address).<\/p>\n

    3. Click on Continue<\/strong>.<\/p>\n

    Once authenticated, you will automatically be redirected to your Fibrenoire portal.<\/p>\n

    Note that once 2FA has been activated, these steps will be required every time you log on to the portal.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    I configured two-factor authentication (2FA), but I don\u2019t have my cellphone with me. How do I log on to my account?<\/strong><\/span><\/p>\n

    Contact Technical Support\u00a0by phone at 1-877-907-3002, option 2.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    How do I transfer two-factor authentication to a new device?<\/strong><\/span><\/p>\n

    To configure a new security factor, simply navigate to the Settings<\/strong> page to configure a new factor, then delete the old one.<\/p>\n

    Here is the procedure, step by step:<\/p>\n

    1. Log on to the fibrenoire.io portal using the 2FA configuration of the old device. If the old device is no longer in your possession, please refer to the answer to the previous question.<\/em><\/p>\n

    2. Click on Settings<\/strong> at the top of the page, on the right.<\/p>\n

    3. Click on Security factors <\/strong>in the bar on the left.<\/p>\n

    4. Click on the Add a factor <\/strong><\/p>\n

    5. Using your mobile device, download one of the following recommended Authenticator applications from the App Store or Google Play:<\/p>\n

    a.<\/strong> Google Authenticator<\/p>\n

    \"google<\/a><\/p>\n

    b.<\/strong> Microsoft Authenticator<\/p>\n

    \"microsoft<\/a><\/p>\n

    6. Open the Authenticator application and follow the instructions:<\/p>\n

    a. <\/strong>If you are using Google Authenticator, go directly to the next step.<\/p>\n

    b. <\/strong>If you are using Microsoft Authenticator, choose an account type that is most suitable for you, depending on your situation.<\/p>\n

    \"account<\/p>\n

    7. Authorize use of the camera to scan the QR code on the screen with your device.<\/p>\n

    8. Scan the QR code on the portal with the Authenticator app. Click on Next<\/strong>.<\/p>\n

    (You will have access to a 6-figure code, which will reset after a certain amount of time has passed.)<\/em><\/p>\n

    9. Enter the 6-figure authentication code and click on Continue<\/strong>.<\/p>\n

    (If you did not have enough time to enter the code, do not worry\u2014you can simply wait for the next code and try again.)<\/em><\/p>\n

    10. Click on \u201c\u22ee<\/strong>\u201d, located to the right of the last security factor you configured and click Configure as primary<\/strong>.<\/p>\n

    11. That is it, you are configured!<\/p>\n

    12. You will now be able to use 2FA every time you log on to the portal.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n

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    \u00adAdministrator Account<\/h3>\n

     <\/p>\n

    \n

    What are the advantages of having one or several user Administrateur<\/em> for my account?<\/strong><\/span><\/p>\n

    This simply facilitates account management. By having several user Administrators, these users can:<\/p>\n

    \u2022 Add\/delete users<\/p>\n

    \u2022 Manage accesses<\/p>\n

    \u2022 Configure the types of communications received<\/p>\n

    \u2022 And much more!<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    I am a user Administrator for my account. How do I add a new user to the company account?<\/span><\/strong><\/p>\n

    1. Go to the Account<\/strong> section in the bar on the left in the portal.<\/p>\n

    2. Under the list of contacts, click on the Add a new contact\u00a0<\/strong>button.<\/p>\n

    3. Complete the required fields.<\/p>\n

    4. Select the permissions and communications that you would like to grant the new user.<\/p>\n

    Make sure you select the \u201cAccess to portal\u201d permission!<\/p>\n

    5. Click on Save<\/strong>.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    I am a user Administrator for my account. How do I remove\/change access for a user of the company account?<\/span><\/strong><\/p>\n

    1. Go to the Account<\/strong> section in the left bar of the portal.<\/p>\n

    2. In the list of contacts, find the user you would like to modify and click on the \u201c\u22ee\u201d button.<\/p>\n

    3. Click on Modify contact <\/strong>to change the user\u2019s access or on Delete contact <\/strong>to remove the user from the account.<\/p>\n

    Note that it will take up to 10 minutes for these changes to take effect.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    How to I obtain the right to add or change users for a company account?<\/span><\/strong><\/p>\n

    For these types of changes, you must have an Administrator access. The user Administrator can then follow the steps outlined previously.<\/p>\n

    If you are not a user Administrator, you can ask one of the user Administrators of the account to grant you an \u201cAccess contact management\u201d permission.<\/p>\n

    If there is no user Administrator, create a support ticket in the Support<\/strong> section located in the bar on the left, or contact Technical Support\u00a0by phone at 1-877-907-3002, option 2.<\/p>\n

    You can view the list of user Administrators for your account in the Account section of the portal. The note \"\" will appear beside their name, or the symbol \"\" will appear for those with \u201cContact management\u201d permission.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n\n

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    Access<\/h3>\n

     <\/p>\n

    \n

    How can I access my company’s account on the fibrenoire.io portal?<\/span><\/strong><\/p>\n

    If you do not have access to the fibrenoire.io portal, you must request access from your user Administrator<\/em>. Your user Administrator<\/em> will be able to create the access from the fibrenoire.io portal.<\/span><\/p>\n

    If you do not have a user Administrator<\/em>, please contact Technical Support\u00a0by phone at 1-877-907-3002, option 2.<\/span><\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n

    \n

    How do I view recent activity on my account (logins, password changes, two-factor authentication configurations, etc.)?<\/span><\/strong><\/p>\n

    1. Open a session.<\/p>\n

    2. Click on Settings<\/strong> at the top of the page, on the right.<\/p>\n

    3. Click on Recent activity <\/strong>on the left.<\/p>\n

    \u2191 Back to top \u2191<\/a><\/p>\n

     <\/p>\n\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n\n

    \n\n\n\n

    <\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_relevanssi_hide_post":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","inline_featured_image":false,"footnotes":""},"class_list":["post-5536","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nFAQ - Fibrenoire<\/title>\n<meta name=\"description\" content=\"Need help or simply have questions ? Here you\u2019ll find all the answers to frequently asked questions about the Fibrenoire portal.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fibrenoire.ca\/en\/faq\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ\" \/>\n<meta property=\"og:description\" content=\"Need help or simply have questions ? 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