Issue
A user is presented with the error of "challenge answers not enrolled" when trying to reset their passphrase (password) or use the First Time User link in the MyGRCC portal.
Environment
Information
This is typically a matter of timing. Every 50 minutes there is a database sync with PortalGuard. If the initial initial challenge answers of DOB and ID # has NOT sync'd then users will receive this error.
Additionally, students that are readmitting after 10 years or more will be disabled in Vault. PortalGuard will disregard disabled accounts. These accounts will sync 50 minutes after Infrastructure enables them.
Infrastructure will execute the 2FA Exception at the start of the semester, or sooner if the Support Desk is noticing an increase in call volume regarding this issue. It's worth noting that if the exception is activated earlier, Infrastructure may need to run it multiple times to ensure all newly enrolling students are accounted for.
Resolution
- Check to see when the person was admitted, the best spot to look for this is on the GRCC FERPA check in CSProd.
- Look under the effective date, if that date is today it is likely a timing issue
- If the user is trying to complete this process off campus, you may need to add the SSO Exception group, to allow them to login without Multi-Factor Authentication. (opens in a new window)
- Enable the person's account in SuperVault.
- It may take up to an hour for self service options to appear for the user.