Frequently Asked Questions

IT Support Hours: Service Desk New

  • The Service Desk is open 8 am to 8 pm Monday-Friday for all time zones, except the following statutory holidays:
    • 02 October, 09 October, 13 November
  • E-mail is preferred for requests, and telephone for technical support.
  • On this page

    1. CCO Net / Cadet365 - Accounts and General Questions
    2. CCO Net - Remote Desktop
    3. CCO Net Computers (Laptops)
    4. Printers and Scanners
    5. Projectors
    6. USB Drives (Keys)
    7. Cadet365

    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 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.

    Note: 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? UPDATED

    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.
    • 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.

      1. Change your account password. If you’re not already signed in, sign in with your Cadet365 username and current password.

      2. Enter your current password shown in the image as "Old password" then enter your new password and confirm your new password.

      3. Select Submit.

      Note: you may be required to sign in again on other devices with your new password.

      Screenshot of the Cadet365 Change password screen.
    • 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: (you are now leaving the government of Canada website).

    • 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

      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 or email address.  They will be asked to transfer the temporary password to you verbally. Passwords cannot be sent to other accounts (gmail, outlook, hotmail).

    • 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? NEW

    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.

    2. CCO Net - Remote Desktop Services (RDS)

    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 email (, FORTRESS, SharePoint, 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 (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, set the gateway to, and enter your CCO Net credentials when prompted.

    More information on Remote Desktop

    How to connect to CCO Net

    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.

    3. CCO Net Computers (Laptops)

    My CCO Net laptop shows a Certificate Validation Error. What can I do?
    1. Start the computer, after pressing the Ctrl-Alt-Del, follow the instructions that appear in the background for VPN connexion.
    2. In Cisco AnyConnect, change the VPN profile to "Certificate First Aid" from the dropdown menu list. Enter your CCO username and password and log in.
    3. Once the VPN connection completes, continue to log into the CCO computer.
    4. When on the desktop, click the magnifying icon in the lower left corner and type ‘GPO’, click on the Group Policy Update icon.
    5. Wait at least 30 minutes and then reboot the computer.
    6. Repeat steps 1 and 2, but instead of choosing "Certificate First Aid" choose the VPN for PRA or CEN.
    7. If the certificate error is gone, the problem is resolved, repeat steps 1 and 2 but chose the VPN profile of your region and continue to log into the computer.
    8. If the problem persists repeat steps 1 through 6.
    9. If after 3 attempts the problems still persists, the computer will have to be sent back to the IT SMC office.
    10. Please send an email to notifying us you tried these steps but that it did not resolve the issue. 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) 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) 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) 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?

    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. 

    Note: 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.

    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) or (toll-free) 1-855-252-8082 to have it updated.

    4. Printers and Scanners

    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)?

    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. 

    In cases where direct scan is not possible, you will need to use an approved CCO USB drive (key). Requests for USB drives can also be made to the IT SMC.

    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.

    5. Projectors

    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.

    6. USB Drives (Keys)

    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) or (toll-free) 1-855-252-8082. They can check the drive and sanitize it if necessary.

    7. Cadet365

    Can I use Cadet365 outside of Canada? UPDATED

    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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