Frequently asked questions
Updated June 29, 10:20 a.m.
What has happened?
Mount Royal University is responding to a cyber incident that has affected access to certain University systems and services. We are following our established incident response protocols and have engaged external cyber security experts to assist us.
When will systems be fully restored?
Our priority is to restore systems safely and carefully. We do not have a confirmed timeline for full restoration at this stage. We are working around the clock and will provide updates as they become available.
What is the University doing to address this?
Upon identifying the issue, we immediately took steps to contain the threat and protect our systems. We are currently working with external security experts to investigate the incident and ensure our environment is secure.
Has my personal information (e.g., student record, payroll, address) been compromised?
We are in the early stages of our investigation and have not yet determined whether any personal information or other data was accessed or taken. Protecting our community’s data is a top priority. If the investigation confirms that any data has been affected, we will notify impacted individuals directly and provide guidance.
What steps should I take to protect my own accounts?
Out of an abundance of caution, we recommend that all members of the community remain vigilant for phishing attempts (e.g., unexpected emails requesting sensitive information or unusual links). Always verify the sender of any suspicious communication.
Are university systems like MyMRU or email available?
Some systems are currently impacted. We are working to restore services. Google services, including mtroyal.ca accounts, remain active. Please monitor the updates webpage for the latest information on system availability.
Are employees expected to work on campus?
Given the nature of the disruption and the challenges it may create for some on-campus work, those who are able to work remotely are encouraged to discuss arrangements with their leader, where operationally feasible and appropriate for their role.
Is the campus safe?
Yes. Essential campus safety systems, including the fire detection and alarm system, remain fully operational.
Who do I call in an emergency?
For safety and security-related emergencies, please call Security Services at 403.585.6764. Please reserve this line strictly for safety and security matters. If there is a Facilities-related emergency, call 403.827.0103.
I’m a student. How do I find out about my courses, fees, etc.?
We recognize that students may have questions about grades, transcripts, registration, applications, and other academic records and services. Visit the For Students page for frequently asked questions developed by the Office of the Registrar.
Is Wi-Fi available on campus?
Yes. A temporary public wireless network, MRopen, is available across campus to help students, employees and visitors access services that remain available while restoration efforts continue. Simply connect to the network MRopen; no password is required. As with any public Wi-Fi service, avoid accessing sensitive personal information, such as online banking or other financial services, while connected. If available, consider using a VPN for an additional layer of security.
As an instructor, how can I enter my final grades?
Instructions regarding final grade entry were emailed to departmental Administrative Assistants, Chairs, Vice Deans and Deans. Please connect with one of these individuals in your department/faculty to obtain the step-by-step instructions.
I'm a student and I need to print something. Where can I go?
You can visit the Cougars Campus Store for printing services. You will be asked to send your print materials to print@mtroyal.ca.
I'm a Continuing Education student, Conservatory parent/guardian/student, or Transitional Vocational Program student. Where can I find information?
If you are enrolled in Continuing Education or a Transitional Vocational Program, or you are the parent or guardian of a Conservatory student, please refer to the Continuing Education, Conservatory and Transitional Vocational Student Updates and FAQs document. It contains the latest program-specific information, temporary processes and answers to frequently asked questions, and will be updated regularly as additional information becomes available.
Can I register for a Continuing Education or Conservatory course?
At this time, registration is available for courses starting in July and August. Please wait until our systems are fully restored to register for courses starting in the fall semester. Email ceregservices@mtroyal.ca to request registration in a Continuing Education or Conservatory course. Please be sure to include your phone number in your email. Student Services will call you to confirm registration and next steps once your email has been received.
Library
Can I still visit the Riddell Library and Learning Centre (RLLC) during the system outage?
Yes. The Library Service Desk is open Monday to Friday, 8:30 a.m. to 4 p.m. and the first floor is open 24/7 with your ONECard. Internet access is available via the MROpen network.
How do I book a group study room, pod, or equipment?
You can still book spaces and equipment online using the provided links:
Important: To secure your booking, you must click the verification link in your confirmation email within one hour of making the request.
I need an article or book chapter for an assignment. What should I do?
If you can visit the library in person, connecting to the MROpen Wi-Fi network inside the building will grant you nearly full access to all the Library’s electronic resources, as well as the physical print collection.
If you are off-campus, MRU students, employees and professors emerit can request a temporary account for remote access to Library-licensed resources. Once your request is processed by Library employees, you will receive an email invitation from openAthens to set a password. From there, when logging into Library resources, select “Temporary Account Access” and enter your email address and temporary account password.
I have library fines. How do I pay?
Online payments are down, but you can pay your fines in person using a credit or debit card at the LIbrary Service Desk during regular open hours.
Employee scheduling operations
Will Scheduling be able to process my schedule change requests?
At this time, we are unable to action schedule changes or confirm scheduling information.
As an instructor, when will I have access to my summer course D2L shells?
Courses should be available for instructors on D2L for the summer term, provided the instructor has already been assigned to the course. Class lists and schedules will be up- to- date as of Tuesday, June 16 (prior to the service disruption).
Our academic department would like to attach an instructor to a course or modify instructor assignments. Can we do this?
At this time, we are unable to access our system to modify instructor assignments.
I would like to make or modify a room booking or I arrived at my room booking and someone is in the room.
We are currently unable to verify or modify existing room bookings. If you would like to make a room booking, we will do our best to accommodate your request.
As we are unable to confirm room availability, it is possible that your booking may overlap with an existing reservation. If you arrive and find the room occupied, please move to a nearby room that appears to be available.