I created this documentation on the issues like the ticket at the bottom of this email. Help Desk can get familiar with different scenarios in this documentation to provide a solution accordingly.
Scenario 1 (see example incident below):
Correct password but wrong username.
When receiving such an inquiry (unable to log in MMC Connect when entering a correct password), it usually means the student used the wrong username.The username for MMC Connect is the prefix of MMC email address (e.g., Joe Doe username: jdoe without @mmm.edu) andMMC Connect's password is the same as the MMC email's.
If the student cannot log in MMC Connect using the correct password she remembers, it means the student may lock herself out of MMC email account as well. However, in this case, the student sent the inquiry from her MMC email. Therefore, her issue is using the wrong username. This case can be answered by help desk first before forwarding it to me or Pete.
Scenario 2:
Correct username but the remembered password does not work (just tried one or two times).
This means the student forgets the password and needs to reset. You can first ask the student to try log in other systems to verify that the student's password truly does not work.
- If the password still does not work when you ask the student to log in other systems, this requires help desk's support to provide the student a password reset link. Do not forward cases like this to me (or Pete) because we don't have the ability to reset the password for MMC Connect's password. MMC Connect talks to Active Directory and uses the same password as network account's.
- If the password works for other systems, this becomes Scenario 1: the student must have used a wrong username for MMC Connect and she needs to be informed to use correct username.
Scenario 3:
When to forward the ticket to me/Pete: correct username but entered wrong password too many times (5+).
The student enters a wrong password too many times (but using a correct username) when logging in MMC Connect. This situation can create an account lock both in Active Directory and in Colleague.
- For the lock in AD, help desk needs to clear it.
- For MMC Connect, only Pete and I can clear it and therefore, we need to be notified when that happens.
Usually, the student will be locked in AD/OneLogin first before gets locked in MMC Connect because I believeAD only allows 3-5 times of failed attempts, but I can confirm that MMC Connectallows up to 25 times of failed attempts. So, first, always check account status in AD/OneLogin to see if there are too many failed attempts when the student is trying to log in other systems.
- If there are already too many failed attempts when the student tries log in other systems, the password requires a reset (and her account lock needs to be cleared in AD if there is one) since she probably forgets the password already. In this case, notify me (or Pete) to check the account lock in MMC Connect if there is one since we need to clear the lock.
- If there is no failed attempt but the student cannot log in MMC Connect, it means she used the wrong username when logging in MMC Connect (back to Scenario 1) and she needs to be informed to use the correct username.
--
Thanks,
David Cui
He/Him/His
Associate Director of Enterprise Applications
Example Incident:
221 East 71st Street, New York, NY 10021
Facebook | Twitter | Instagram