Troubleshooting Online Center access issues

Issue

A user is unable to access the Online Center and/or its specific self-service applications .  An error message of "Login Failed please Contact IT Service Desk" is received, it will not load, and/or they are seeing a blank blue screen. 

Environment 

• Online Center
• CSProd
• MyGRCC

Troubleshooting steps 

Account specific issues 

• Verify the account is not locked (opens in a new window).
• Verify password is not expired (opens in a new window).
• Verify eligibility requirements (opens in a new window) 
• Verify if student submitted a readmit application (opens in a new window).
• Verify the account is not conflicting with another account (opens in a new window). 

Device specific issues

• Verify browser cookies/cache have been cleared (opens in a new window).
• Verify user is not outside of the country (opens in a new window).
• Verify multiple web browsers have been tried. 
• Determine if the incident is isolated to one or multiple devices.
• If using an Apple device, verify that iCloud Private Relay is turned off (opens in a new window).
• Verify that the computer's time and date are in the correct timezone. Follow Updating Windows Computer Clock (opens in a new window) if the time and date are incorrect.
• Verify that the computer’s Anti-virus protection is not restricting access. 
• Verify if the technician can replicate the issue.