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Error Messages and Troubleshooting Tips

Modified on 2013/06/04 15:04 by Anders 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 help desk at 1-866-718-5169"


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 Helpdesk at 1-866-718-5169 to assist with troubleshooting.

"ERROR: username/password pair not found"


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 Help desk at 1-866-718-5169 .

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

Cause: The myMPTC user role(s) do not match up with the role requirements set to access the particular resource or page. For instance, a user with the faculty role may try to access a channel meant for students only.
Solution: Contact IT to change your myMPTC role

"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."


Cause: The myMPTC (Luminis) 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.
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