User doesn't know their NetID
User has not used the NetID lookup facility Find my Net ID using my CSUB ID number link
Med
have user click on the Find my Net ID using my CSUB ID number link to lookup their NetID
NetID is an alphanumeric field that is composed of the first initial, last name, and appended with a number (example jdoe12). For some Students, Faculty, & Staff, they already know their NetID as the ID they log into Active Directory (CSUB-AD) Domain.
Your User ID and/or Password are invalid.
User enters CSUB-ID number in NetID box
High
have user click onFind my Net ID using my CSUB ID number link to lookup their NetID
User mistypes NetID
High
User doesn't know their NetID
High
User mistypes password
High
Active Directory has locked account for 5 minutes after 5 invalid attempts
Medium
Have caller clear their browser cache, exit all browser sessions, and wait 5 minutes before retrying.
User doesn't have a CSUB-ID associated with their NetID in the Directory
Rare
Open Remedy Ticket for Group PeopleSoft
User’s samaAccountName (Pre-Windows 2000 name) is corrupt in Active Directory
Rare
User is not in the Directory
Medium
Users's Active Directory account is disabled.
Medium
Some users Active Directory accounts are disabled (examples include Faculty/Instructors who may only teach one quarter per year, or separated staff who are also current students). So while the user can successfully reset their password, they're unable to login with their default password. Please check their AD account for being disabled.
Accounts are sometimes disabled as the result of Campus Separation Procedures. The person might get separated employment from CSUB, but still be a current student.
User doesn't know their password
User just doesn't know
High
Have user click on Find my Net ID using my CSUB ID number link on the http://my.csub.edu webpage. If they need to reset their password, have them click on the Reset my password to default link
For Faculty & Staff, if the computer has been migrated to the Active Directory domain (CSUB-AD), the password is the same as what they log into their desktop computer with. For students or faculty/staff with a computer that is not in Active Directory, the default password is YYYYSSSS where YYYY is their year of birth and SSSS are the last 4 digits of their SSN.
User is a CSUB-AD user and doesn't know that their NetID password is the same as their CSUB-AD password
Med
Your account has been disabled
User's account has been locked in PeopleSoft.
Med
Open Remedy Ticket for Group PeopleSoft
Account is locked at the PeopleSoft level. PS admin in ACS must unlock account.
User doesn't know their CSUB-ID Number
User doesn't know their CSUB ID number.
Med
Your CSUB-ID number is located on the front of your CSUB RunnerCard.
For new students without a RunnerCard, the CSUB-ID number was provided to them on either an Orientation Letter, an Admissions Letter, or Financial Aid letter.
Some Faculty & Staff retained older RunnerCard's with an old Banner number on the front (Pre-Summer 2004). This number is not the CSUB-ID number). Please lookup their CSUB-ID for them or refer them to Admissions & Records for assistance.
The CSUB-ID number is a nine digit number that starts with either a zero or a 9. New students as of fall 2008 & CSUB employees usually have a CSUB-ID starting with a zero. Students who attended CSUB before Fall 2008 usually have a CSUB-ID starting with a 9.
When looking up their NetID, the user receives the message 'There were no results found for the given CSUB-ID and last name. Please ensure you entered the requested information correctly.'
CSUB-ID number is incorrect
Med
Confirm user is using correct CSUB ID number and Open Remedy Ticket for Group PeopleSoft
Last Name does not match what is stored in the Master Directory
Low
Validate that person is using the last name stored in the system
PeopleSoft stores in the LastName field whatever information a student entered on their application. Some students have hyphenated last names stored in the system. Others applied with their maiden names and have since used their newer last name.
Student was admitted within the last 24 hours
Low
Your NetID account may not have been fully created yet. Have student wait 24 hours before retrying.
Student is not 'eligible to enroll'
Med
Student needs to go or call the Admissions & Records office to determine why they aren't Eligible to enroll
Student should be advised to try 9999 in place of Last4SSN in the default password scheme. If unsuccessful, for regular university students, please have the user contact Admissions and Records to obtain Nation ID number assigned in place of missing SSN. For Extended Unversity students (including IELC), please contact Extended Unversity to obtain similar information.
User reports seeing a 'blank screen' after logging into myCSUB.
User's menu page or student center page has been minimized.
Med
Tell user to mouse click on the maximize button (which is located in the upper right hand corner of each pagelet.
Sometimes user's menu, student center, or faculty center pagelets get minimized. The user appears to have a 'blank screen'. Maximizing the pagelets will resolve the problem.
On Windows 7/Internet Explorer 9, User gets a blank screen when trying to go to the myCSUB login page.
User must turn on 'Compatability View' on IE 9 to resolve issue
Med
Compatability Mode can be set by for the webpage by clicking on the icon that looks like a page torn in half at the top of the IE 9 browser page (near the URL). See below:
A thorough explanation can be found at:
http://windows.microsoft.com/en-US/windows7/How-to-use-Compatibility-View-in-Internet-Explorer-9
