Student Information System Logon Id Troubleshooting Guidelines

October 30, 2002

Contact: Teresa B. Thomas

The purpose of this document is to define troubleshooting procedures when a customer cannot log into SIS using the web interface or the windows desktop client.  These procedures can only be applied to the TEST and PROD database instances.

When a customer cannot log on SIS (web or desktop), the following should be followed to help isolate the problem:

Does the customer have an emplid in the Directory?

  1. In order to have a SIS logon id, the customer's emplid must be in the Directory.   Obtain the emplid of the customer and the database they are attempting to access.

  2. Log into the Directory Manager (DM) for the database the user is attempting to accessing.

  3. Display the customer's record using the Director Manager.

  4. If the customer does not have a record in the DM, check SIS Bio/Demo and make sure the customer has a value in the birthdate field.  If not, add the customer's birthdate in Bio/Demo and save the record.  Assuming the record now has all the required fields, the record will be added to the Directory.

  5. If the customer does not have an emplid in the Directory but has all the required fields (name and birthdate) in SIS Bio/Demo, then the emplid must be added from SIS into the Directory.  File an applix ticket with the Utility Help Desk to add the emplid from SIS into the Directory.  Include the emplid, customer's name and database.  The request should be assigned to the Utility.  

  6. Once the emplid is in the Directory, grant access to SIS if the emplid did not receive authorization automatically.

Does the customer have authority to access SIS?

  1. Obtain the emplid of the customer and the database they are attempting to access.

  2. Determine if the customer has a SIS logon id.

  3. Log into the DM using the database the user is attempting to access.

  4. Display the customer's record in the Director Manager.

  5. Go to the second tab (Application Data) of the Directory Manager.  Look for the Current SIS status.  If the value says 'Not Authorized', then the customer never had a SIS logon id because they were not authorized for SIS. 

  6. Authorize the customer for SIS and supply a Siscopyid (model operator id) for your college.  

  7. Save the record.  Once authorized, the SIS Authorized Date should contain the current date.

 

Does the customer have SIS Authorization?

  1. Once the customer has been authorized to use SIS, the account should be created in SIS.  The current SIS status should change to 'Activated' and the SIS Activated Date should contain the current date.  If this does not appear, then the process did not complete.

  2. Display the customer's record up in the Director Manager.

  3. Go to the second tab (Application Data) of the Directory Manager.  Look for the Current SIS status.  If the value says 'Authorized', then the customer's SIS account never finished processing successfully (the account was not created).

  4. Send a request to the Utility Help Desk specifying that the account was not created successfully.  Specify that the emplid still has a status of 'Authorized' and give the emplid, customer's name and database.  The request should be assigned to the Utility.   

 

Has the customer's SIS Account been Activated?

  1. Once SIS logon id has been created successfully, the current SIS status should change to 'Activated' and the SIS Activated Date should contain the current date.

  2. Display the customer's record  in the Director Manager.

  3. Go to the second tab (Application Data) of the Directory Manager.  Look for the Current SIS status.  If the value says 'Activated' and the SIS Authorized Date contains a date, then the customer's SIS logon id was created successfully.

  4. The 'date activated' can also be seen in the SIS Bio/Demo record.

 

Determine Logon Id and Pin Number

  1. If the customer still cannot log on and the SIS Status is 'Activated', then the customer may be using the incorrect logon id and pin number.  Determine the logon id of the customer.  Go to the first tab (Customer Data) in the DM.  If there is a value in the Customer Id field, then the logon id is that value.  This means that the customer has used the CAAM to create their own logon id and pin number.  If there is no value in the Customer Id field, then the customer has a default logon id (their emplid) and the default pin number (birthdate).

    2.

  2. Make sure the customer is logging on with the correct logon id and pin number.

  3. If the customer is using their default logon id and pin number, make sure the customer's birthdate in SIS Bio/Demo matches the Validation field on the DM.   If they do not match, update the record in Bio/Demo so that the two values match.   The new birthdate should be added to the DM.  This update will cause the SIS logon id to be deleted and re-created with the updated pin number (birthdate).

  1. If the customer is using a logon id and pin number created through the CAAM, the DM will not display the pin number.   The customer may be using the wrong pin number (customer may have forgotten their pin number).  Change the pin number in the DM by typing over the value in the Pin Number field.  Tell the customer the new pin number.  The customer must change the pin number using the Change Pin Number Menu on the CAAM.  On the CAAM, the customer must supply the old pin number (number just assigned) and then supply what they want the new pin number to be.  Once the web screen is saved, the process will delete the SIS account and re-create it with the new pin number.  Changing the pin number through the DM does not change it in SIS.  The customer must go to the CAAM to make the change to be pushed into SIS.

  2. If the customer still cannot log on, send a request to the Utility Help Desk specifying that the DM shows the account was created successfully (activated) but the customer still cannot log on. Specify the emplid, customer's name and database.  The request should be assigned to the Utility.   

Has the customer's SIS account been Deleted?

  1. Once SIS logon id has been deleted successfully, the current SIS status will be 'Deleted' and the SIS Deleted Date should contain the current date.

  2. Display the customer's record in the Director Manager.

  3. Go to the second tab (Application Data) of the Directory Manager.  Look for the Current SIS status.  If the value says 'Deleted' and the SIS Delete Date contains a date, then the customer's SIS logon id has been deleted.

  4. Reactivate the customer's SIS logon id to re-create the logon id and pin number.

  5. If the customer was using their default SIS logon id, then the default SIS account will be re-created with the default pin number.  If the customer created a logon id and pin number through the CAAM, the SIS account will be re-created with that customer id and pin number.

Orange Arrow Return to Information Technology Services