User Cannot Logon

Problem:
User cannot log into the Portal. When they enter their username and password, they receive the following error - The login failed. Please try again using a valid user ID and password.

Solution:

  • Usernames and passwords are case-sensitive. Be sure the user is using the proper case and that Caps Lock is not turned on.
  • Check to see if the user is appending @arbor.edu on the end of their username. MySAU requires only the username; adding @arbor.edu will cause the login to fail.
  • Make sure the user is actually at MySAU
  • Clear the user's cache
  • Make sure you can log in
  • Make sure the user is a current staff, faculty, student, or alum
  • Reset the user's password
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