Frequently Asked Questions
IT Service Desk Hours
Date: 01 April - 02 June
Monday to Friday
8 am to 8 pm, for all time zones
Date: 03 June - 25 August
Monday to Friday
8 am to 4 pm, for all time zones
(8:30 am to 4:30 pm NL)
| Date | Service in English | Service in French |
|---|---|---|
| 24 June | Open | Closed |
| 01 July | Closed | Closed |
| 05 August | Closed | Open |
More information
E-mail is preferred for requests, and telephone for technical support.
1. CCO Net / Cadet365 - Accounts and General Questions
Your CCO Net and Cadet365 accounts are one and the same.
Who is eligible for a CCO Net / Cadet365 account?
How do I obtain a CCO Net / Cadet365 account?
You must fill out and sign a CCO Net Access Control Form (ACF) (You are now leaving Canada.ca. Link accessible only on the Cadet365 SharePoint) and submit it to your J6 if you are a full-time staff member at an Regional Cadet Support Unit (RCSU) or the HQ, or to your RCSU if you are a staff member at a corps/squadron. The ACF is generally included in the enrolment package for new CIC officers and Civilian Instructors. The IT SMC will process your ACF, create your account, and communicate your login credentials either directly or through your chain of command.
Before a CCO Net account is granted, the applicant must hold a valid Reliability Status and have been screened within the last 10 years.
My CCO Net/Cadet365 password is expired, I forgot my password, or my password doesn’t work. What do I do?
General password information
- Your CCO account and Cadet365 account logins are one and the same. If you change the password in Cadet365, the new password will apply to your CCO account.
- It can take a few minutes for passwords to sync with Remote Desktop (SRA) and CCO computers, but should be almost immediate on Cadet365.
- Your password may not be updated more than once every 24 hours.
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Change a known/expired account password
Change a known/expired account password
Tip: The information below explains how to change a known/expired password. If you need to reset your password because you forgot it, see Reset a forgotten account password instead.
Change your account password. If you’re not already signed in, sign in with your Cadet365 username and current password.
Enter your current password shown in the image as "Old password" then enter your new password and confirm your new password.
- Select Submit.
Note: you may be required to sign in again on other devices with your new password.
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Reset a forgotten account password
Reset a forgotten account password
Tip: The steps below are for forgotten passwords. For a known account password, see Change a known/expired account password instead.
Reset your CCO Net/Cadet365 password yourself: https://passwordreset.microsoftonline.com/ (you are now leaving the government of Canada website).
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Locked account
Locked account
If you attempt to sign in too many times with an incorrect password, you will be locked out for 15 minutes. If you have difficulties or lock yourself out, please contact the IT SMC Service Desk at (toll-free) 1-855-252-8082 or email at IT@cadets.gc.ca.
Note: Passwords can only be sent to email addresses within the CCO or DWAN. If you send a password reset request via email, include your supervisor or a colleague's @cadets.gc.ca or @forces.gc.ca email address. They will be asked to transfer the temporary password to you verbally. Passwords cannot be sent to other accounts (gmail, outlook, hotmail).
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Password help and tips
Password help and tips
Note: The new password must meet the following security criteria:
- 8 characters minimum;
- Must have an uppercase & lowercase;
- Must have a number;
- Must have a special character;
- Cannot be a previous password used in the last six months; and
- Contains no personal identifiers example: name, rank or address.
We recommend that you use passphrases, as they are longer yet easier to remember than a password of random, mixed characters. A passphrase is a memorized phrase consisting of a sequence of mixed words with or without spaces. Your passphrase should be at least 4 words and 15 characters in length. For example, you might create a passphrase by using association techniques, such as scanning a room in your home and creating a passphrase that uses words to describe what you see (e.g. “Closet lamp Bathroom Mug”).For more information about why and how to change your password safely, visit Get Cyber Safe.
I'm getting the message: "We've seen that password too many times before. Choose something harder to guess." What can I do?
When a user changes or resets their password, the new password is checked for strength and complexity by validating it against the combined list of terms from the global and custom banned password lists. If you get this message, you are using a word or part of a word that is too easily guessed.
We recommend that you use passphrases and add in a special character.
Can I connect to CCO Net using a personal device such as a Windows PC, Mac, Android device or iPhone?
Yes. There are some limitations (see next question), but you can access CCO Net with a variety of personal devices. For full instructions, see the CCO Net Connection Guide.
What is Remote Desktop?
Remote Desktop (also known as Remote Desktop Services (RDS) and previously known as CCO Net Web Access) is a system that allows a user to remotely take over control of a computer. It is a way for CCO staff to access CCO Net, which is a secured Protected A network, without needing a CCO Net computer.
Remote Desktop allows users to access CCO Net resources such as FORTRESS, and any other application available on CCO Net.
More information on Remote Desktop
Access CCO Net Remote Desktop (user identification and password required)
Can I use Remote Desktop to connect to CCO Net without using the Web browser?
Yes. Please keep in mind the best way to connect to CCO Net using a personal computer (Windows) is by going to sra.cadets.forces.gc.ca (user identification and password required) and using the in-browser remote desktop.
However, you also have the option to use the Windows Remote Desktop application. All you need to do is set the computer name to sra.cadets.forces.gc.ca, set the gateway to sra.cadets.forces.gc.ca, and enter your CCO Net credentials when prompted.
Are there any differences between accessing CCO Net via Remote Desktop and connecting with a CCO Net computer directly?
Yes. There are limitations with the Remote Desktop (user identification and password required) service. For example, local settings will be lost between sessions and your options for transferring files to a CCO Net session are limited to email. Additionally, any documents you save on the desktop during a Remote Desktop session will be deleted some time after you disconnect the session. If you disconnect inadvertently and reconnect quickly enough, you may reconnect to the same server you were on and restore your previous session. However, this is not guaranteed. For these reasons, do not store any files on the desktop of your Remote Desktop CCO Net sessions. Dedicated CCO Net computers are not affected by these issues. It is recommended that you use a CCO Net computer instead of Remote Desktop if possible.
How do I transfer files over Remote Desktop?
When you are connected to CCO Net via Remote desktop, it is not possible to access local drives, transfer files or copy/paste files directly from your personal computer to your remote CCO Net session. This feature of Remote Desktop is permanently disabled for security reasons. If you need to transfer files from a personal computer to a CCO Net remote session, you will need use email.
How do I print to PDF using Remote Desktop?
For security reasons, the "Print to PDF" feature is permanently disabled in Remote Desktop. If you need to convert a document to PDF format, the workaround is to use Microsoft Office and its "Save as PDF" feature. For example, to convert a Word document (.docx) to PDF: Click on "File" > Click on "Save As" > Select a Location > Click on "Save as Type" > Select "PDF (*.pdf)" > Click on "Save".
Can I print files over Remote Desktop?
If you are connected to the Web version of Remote Desktop (i.e. using your browser) then it is not possible to send files to a printer local to you. To print files from CCO Net using Remote Desktop, you must use the desktop version of Remote Desktop (i.e. Windows application). When you do so, you will find your computer's local printers listed in the print option of the virtual computer (Remote Desktop). They will be listed at the top with the word "redirected" appended to the printer name.
My CCO Net laptop shows a Certificate Validation Error. What can I do? UPDATED
Please send an email to IT@Cadets.gc.ca notifying us your laptop shows the Certificate Validation Error. In the email include the computer name, #asset number, a contact name and contact phone number. We will then send further return instructions.
My CCO Net laptop's wireless connection (Wi-Fi) is not working. What can I do?
First, ensure that the wireless router is working and that the signal is strong. You can test the wireless network with another device (e.g. smart phone). The Cisco VPN box will display local Wi-Fi adapters. Make sure that the adapter and wireless connections are listed. If you are still unable to connect, it might be due to an incorrect password that has been saved. Check the stored passwords. If you are unable to log in and cannot reach the desktop, you will need to connect via a wired connection to gain access. From there, you will be able to remove a wrong Wi-Fi password from the adapter settings.
For further assistance, contact the IT SMC Service Desk at (email) IT@Cadets.gc.ca or (toll-free) 1-855-252-8082
My CCO Net computer is broken / My CCO Net computer is not booting correctly / I am getting a "blue screen of death" or other critical error. What do I do?
Contact the IT SMC Service Desk at (email) IT@Cadets.gc.ca or (toll-free) 1-855-252-8082 for technical assistance. If the problem cannot be resolved over the phone, you will be required to send your computer to the IT SMC for repairs. The computer will be returned to you once it is functional.
I lost my CCO Net computer or one of its accessories (e.g. cable, mouse, carrying bag, etc.) What do I do?
Contact the IT SMC Service Desk at (email) IT@Cadets.gc.ca or (toll-free) 1-855-252-8082 to report lost items.
Am I free to use my CCO Net computer however I please?
Acceptable use guidelines will be described in upcoming CJCR Gp Order(s). You may not install unauthorized third-party software on CCO Net computers or connect unauthorized devices.
I do not have a CCO Net computer. Can I request one?
If you are a cadet corps/squadron staff member, you may use one of the CCO Net computers issued to that unit. Typically, units receive 2 or 3 CCO Net computers according to the scale of issue. If your unit has fewer CCO Net computers than its entitled allotment, you may request additional computers up to, but no more than, your entitlement. If you are a full-time staff member, contact your J6. If you are working in support of a training establishment or a regionally or nationally directed activity, contact your OPI or your J6.
My CCO Net computer's virus definitions are out of date. I'm getting pop-ups. Is this a problem?
Your CCO Net computer's anti-virus software should be kept up to date for protection. This should occur automatically and will be done periodically unless you have not connected to the Internet in a long time. If your virus definitions are out of date, you will will still be able to connect to CCO Net. In fact, while you are connected, your anti-virus will update. Do make sure that you keep your computer connected until the update is complete. Do not shut down your personal computer or put it to sleep by closing the lid as this will break the connection.
My corps/squadron does not need one or more of its CCO Net laptops. Can I return them? UPDATED
Yes. Some corps/squadrons find that they do not need their CCO Net laptops because most or all of the adult staff have their own personal devices. The commanding officer (CO) of a corps/squadron may choose to opt out and return some of their CCO Net laptops. This will allow those laptops to be reused in other corps/squadrons, at Cadet Training Centres (CTCs), at Cadet Flying Training Centres (CFTCs) and other sites.
Opting out is not permanent. If your needs change and you find that you require additional CCO Net computers, you are still entitled to opt back in and receive the additional computer(s).
To opt-out of your CCO Net laptop issuance, inform your RCSU who will contact the IT SMC to arrange for the pickup of your unneeded computers and related accessories.
Please read the "Converting a computer from CCO Network to Intune" section. An Intune computer might be a good option for your corps/squadron. Updated
What operating systems are supported on CCO Net laptops?
Microsoft Windows 10 is the only operating system currently supported on CCO Net computers. All other operating systems, including Windows 7 and Windows XP, are not supported. If your CCO Net computer has one of these operating systems, please contact the IT SMC via (email) IT@Cadets.gc.ca or (toll-free) 1-855-252-8082 to have it updated.
What is an Intune Computer?
An Intune computer is a managed cloud device provided by the CJCR Gp IT SMC that has a more streamlined approach to cloud services. Unlike CCO Net Devices, cloud devices allow users that have a cloud account to log in, this includes adult staff and cadets and volunteers. All Cadet365 services including email are accessible from cloud devices, while internal CCO Network services are currently only available using Remote Desktop Services (RDS). The purpose of a cloud device is to provide an asset to staff, volunteers and cadets with the ability to access Cadet365 services, and emails without the overhead of a CCO Net device.
Why is the Cadets and Junior Canadian Rangers Group (CJCR Gp) testing Intune Devices?
The CJCR Gp, and the Canadian Government in general, are continuing to move services to the cloud. Over time we hope to migrate all current CCO Network applications and services into the cloud. Also, we are moving to an IT strategy that includes Cadets and Volunteers. With these things in mind, we wish to adopt a system that is less restrictive, has a lower complexity and is easier to support.
Who would be interested in using an Intune computer?
- Users that primarily use cloud services such as email, Teams and the Cadet365 office suite;
- Cadets or Volunteers that have Cadet365 accounts;
- Users in schools or other facilities that do not allow the CCO Network VPN to connect through the internal network but do allow Internet connectivity from personal devices; and
- Cadets and volunteers that need to use an issued computer to assist with training, admin, supply or complete online learning.
How do I know if an Intune computer will work for my unit?
For Intune to be useful at your Corps/Sqn, you need to have an open Internet connection. This can be Wi-Fi or wired but cannot be a CCO Network, DWAN or GPNet connection as found in many DND facilities.
Currently, you must retain at least one CCO Network computer which allows for VPN access to the internal on-premises CCO Network.
What are we testing, how can we help?
Feedback can be sent at any time using the feedback link on the Intune desktop. IT SMC is interested in feedback from Corps/Squadron staff and cadets. In general, we would like feedback on whether the device is useful to your unit and what you are primarily using it for. Some of the tasks that Intune allows are:
- Cadets logging in to Cadet365 for the first time;
- Supply/QM ordering uniforms on Logistik;
- Senior cadets providing administration/training support;
- Cadets/staff presenting or instructing using a projector; and
- Day to day communications using email, Teams etc.
When can I convert my CCO Net computer to Intune?
You can request conversion of an existing CCO Net computer to Intune by following the link below and filling out information about the computer you wish to convert. You will need information from the CJCR Gp asset label or serial number on the computer. When approved, you will be contacted, and the conversion will be done remotely requiring minimal input from the user.
Intune Conversion Request (You are now leaving Canada.ca. Link accessible only on Cadet365)
How long does the conversion take?
Once the conversion command is sent to the device, the process will start the next time the computer connects to the CCO Network. The process can take up to an hour on a good Internet connection. For best results, have the computer connected to the fastest Internet connection you can.
What about my files?
Before converting to Intune, you need to back up your files to another storage location. Cadet365 OneDrive for personal files, and SharePoint/Teams for unit files would be a safe location for this purpose and give you the benefit of having access wherever you need it.
What if I try this and want to convert back to CCO Net?
Converting back is not so easy, the device would need to be sent back to your region Desktop Support to be re-imaged.
Comparison of Cloud Devices to CCO Net Devices
| Feature | Cloud Device (Intune) | CCO Net Device |
|---|---|---|
| Connection Type | Open Internet | CCO Connection/VPN |
| Permitted users | Staff, Cadets and Volunteers | Staff and approved Staff Cadets |
| User account required | Cadet365 account (@cadets.gc.ca) and (@cdt.cadets.gc.ca) | CCO Account (@cadets.gc.ca) |
| Access Cadet365 Services | Yes | Yes |
| Access CCO Net Services | Yes, using Remote Desktop Services (RDS) (same as from a personal device) | Yes |
| Primary uses | Training, Presenting, Developing lesson plans, communications, Cadet365, Logistik | Administration, access to CCO Net resources such as Fortress, CSAR, VOR, Cadet365 |
| Designation | Up to Protected A | Up to Protected A |
| Processing | Up to Protected A | Up to Protected A |
Can I install a personal printer on a CCO Net computer?
For security reasons, it is not permitted to connect external non-DND devices to CCO Net computers. This includes printers; you may not connect a personal printer to your CCO Net computer.
Can I scan a photo or document to my CCO Net laptop directly using my issued multi-function printer (MFP)? - UPDATED
It depends. Depending on the model, it may be possible to use your MFP to scan directly to a CCO Net laptop. To do so, you will need to install some software first. Contact the IT SMC to determine if your model can be used to scan to a CCO Net computer. If it is possible, they will guide you through the software installation.
How can I find and add a CCO printer to my CCO computer?
You can use the Printer Tool to locate CCO printers accessible from the network. This is mainly used at permanent CCO facilities such as CCTCs, RCSUs or Regional Training Establishments. To use the Printer Tool, simply click on the Printer Tool icon on the desktop or from the Start Menu. Select your region, building and location and double-click on the printer you want to install. The drivers will be configured automatically.
How can I obtain a projector for my cadet corps/squadron?
The IT SMC does not issue projectors to corps/squadrons at this time. However, some RCSUs do. Contact your RCSU to learn if your region offers projectors and how to obtain one.
Can I use USB drives (“keys”) with my CCO Net computer?
Personal USB drives cannot be used on CCO Net computers for security reasons. However, there are CCO/DND USB drives which are authorized for use with CCO Net computers. Contact your RCSU (if you work at a corps/squadron) or the IT SMC directly to inquire about USB drives.
I have a CCO/DND USB drive. Are there any restrictions to its use?
Approved USB drives can be used on CCO Net computers, but they must be safeguarded when not in use. You cannot share your USB drive with anyone else. Your CCO/DND USB drive can only be used to exchange files between CCO/DND devices. Do not plug your CCO/DND USB drive into a personal device.
For a full list of official guidelines, see the CJCR Gp Order on Portable Information Technology Devices (PITD).
I suspect my CCO/DND USB drive has become compromised. What can I do?
Contact the IT SMC via the service desk at (email) IT@Cadets.gc.ca or (toll-free) 1-855-252-8082. They can check the drive and sanitize it if necessary.
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Should I use a personal device to access this solution?
Yes. Cadet365 can be used with both your personal or CCO devices, from laptops to phones and tablets. Users accessing through their personal devices will have access to all tools, including MS Teams and will reduce the strain on the networks. If using a CCO Net device, you will require VPN connection, or be on-site, in order to access Cadet365.
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My team wants to continue using other commercial tools rather than migrate to this new Teams environment. Is it mandatory that I use Cadet365 and MS Teams?
With the implementation of Cadet365 to all Corps/Sqn staff and cadets, there is now one single authorized platform. Corps/Sqns should transition content to Cadet365 for the 2022-2023 Training Year.
- Promote the use of Canada.ca/cadet-365 for resources and training.
- Be familiar with CJCR Gp O 6003-2, Acceptable Use of Virtual Engagement Platforms.
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Can I install Teams on a CCO computer?
Yes, you can install Teams through the Software Center.
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Can I configure auto-forwarding in Cadet365?
Auto-forwarding of emails is not possible due to Treasury Board of Canada Secretariat (TBS) guardrails. If you have an auto-forward to DWAN, it will no longer work.
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Can I access my corps/squadron mailbox using Cadet365?
Yes. Refer to the Microsoft user guide. (You are now leaving the Government of Canada website)
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Can I send emails as my corps/squadron?
Yes. Refer to the Microsoft user guide. (You are now leaving the Government of Canada website)
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Can I use Apple Mail or my own mail application with Cadet365?
The only supported application is Outlook for desktop, mobile or web.
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How can I access my @cadets.gc.ca email my personal phone?
To access your @cadets.gc.ca email on your smartphone/tablet:
Step 1: On your Smartphone, go to your app store and download the Outlook app.
Step 2: Login with your Cadet365/CCO credentials.
If you already have the Outlook app:
Step1: Open the Outlook App.
Step 2: Select the inbox icon in the top left.
Step 3: Select the icon of an envelope with a plus sign.
Step 4: Select ''Add an account'' and login with your Cadet365/CCO credentials.
When your account is connected, you can also add your shared mailbox:
Step1: Open the Outlook App.
Step 2: Select the inbox icon in the top left.
Step 3: Select the icon of an envelope with a plus sign.
Step 4: Select "Add a shared mailbox".
Step 5: You will then have to type in the email address of your shared mailbox.
When this is completed, any time you want to switch the mailbox you are viewing, click the Inbox icon at the top left. Your personal one will show as your initial, your shared one as a # symbol.
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How can I share files with members of the public (e.g. parents, sponsor, or community members)?
Public Sharing Link Procedure
Staff can share files publicly from Cadet365 using a file share library that has been connected to Corps/Squadron Staff Teams, and select regional/national Teams. This functionality will allow staff to share files via a public sharing link through e-mail, on Sway, or through a messaging service.
Selected Teams now have a tab called “Public Documents” in the General channel. All members in a Team have access to this tab.
Generally, a Corps/Squadron staff member will only see one folder. However, if an individual is a member of multiple Teams that own a public sharing folder, they will see folders for all Teams that they are a part of regardless of what Team they are currently working in.
To use the folder:
1. Ensure that the file you are intending to share contains Unclassified information only! (You are now leaving the Government of Canada website)
2. Open the file folder and upload a file using any file common upload method (usually using the upload button or drag-and-drop).
3. Once the file is in the folder, click on the ellipses (three dots beside the file), and select “Copy Link”.
4. You will be taken to the following screen where you can copy the share link. The default settings will allow a file to be shared for 60 days using a link that will allow anyone with that link to view the document.
5. If you would like to modify these setting you can click on the “Anyone with this link can view” button to get to the following options.
- Within Cadet365 “People in DND – Cadets with the link” and “People with existing access” are the same thing. These are not public sharing options, and may mean there is a better location where the file should go.
- Select “Allow editing” if you want to collaborate on the file with a partner or sponsor, or want to have your cadets/parents enter information (remember that this also means information can be deleted!).
- To share with a specific audience, click on “Specific People” and enter the email address(es).
- Select “Set Password” on the file if you are trying to share with a specific person or group of people.
- The link expiry date can be modified to a date that is less than 60 days from the date of sharing. This date cannot be extended, if a longer period of sharing is required, the file will need to be shared again.
- Select ”Block download” if you want to ensure that people can only view the file, but not take a copy of it.
- Click “Apply” to return to the previous options screen.
6. You will be brought to this screen to copy your link.
7. Click the “Copy” button and paste the link in a location of your choice.
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I updated my personal information (for example rank) with the Service Desk but Microsoft Teams still reflects my old information. What do I do to see the update?
Information in Teams can be cached for up to 60 days, to help new information update, clear your Teams cache on each of your devices. (You are now leaving the Government of Canada website)
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How do I clear the cache in Microsoft Teams?
Learn how to clear your Teams cache on each of your devices. (You are now leaving the Government of Canada website)
Can I use Cadet365 outside of Canada?
Cadet365 can be accessed from the following countries: Canada, United States, United Kingdom, Australia and New Zealand. If you require access while outside of these countries in support of cadets activities, please contact the chain of command.
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