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Error Messages and Troubleshooting Tips

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Modified on 2014/06/18 12:41 by Michelle Stark Categorized as General, Portal Account

Error Messages

"The account credentials you have entered do not match our records. If you need further assistance, please contact the Technology Help Line at extension 4357 (on campus) or at 920-924-3481(off campus)"

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Cause: The information put into the account activation form does not match with what is entered in the database.
Solution: Make sure you enter the correct information in all fields. If all information is correct, please call the Technology Help Line at extension 4357 (on campus) or at 920-924-3481(off campus) to assist with troubleshooting.

"ERROR: username/password pair not found"

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Cause: The username and password entered does not match with what is stored in the system.
Solution: Did you forget your password? If so, use the "Forgot your password?" link on the myMPTC homepage. In order to use this tool, you will need the Secret Question & Answer you set up when opening your account. If you can't remember these, please contact the Technology Help Line at extension 4357 (on campus) or at 920-924-3481(off campus) .

"Access Denied: You do not have permission to access this service"

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Cause: The myMPTC password you're using does not match the actual network password.
Solution: If you don't know your network password, the best way to solve this is by resetting the password to something you know. Use the Password Reset Form to do so or call the Technology Help Line at extension 4357 (on campus) or at 920-924-3481(off campus). Once you log into myMPTC with the (new) network password, your network password and myMPTC password will be synced.

"Your password in Banner has been updated to match your password in Luminis. Click Here to continue"

Cause: After a password reset, the password stored in myMPTC is different from the password stored in Banner.
Solution: Click Continue. The Banner password will update automatically.

"External System Error. Your password has changed outside of Luminis platform."

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Cause: The myMPTC password does not match the network password.
Solution: Click Continue. The myMPTC password will be updated to match the network password.

"A SQL exception has occurred.ORA-28000: the account is locked"

Cause: myMPTC - Banner integration issue. Solution: Contact IT.