Check if a User is properly linked

Owned by edgar
Last updated: Oct 21, 2024
2 min read

Scenario

If a student calls having trouble logging in to their Account there might be multiple causes. The first step would be to check where they are having trouble. There are 3 main places where they could be having trouble: Logging in, Account linking, and Rights/Address.

First step is to identify where they are having problems:

  1. Ask if they can share the URL of the page they are having trouble and any screenshots they think will help

    1. Anything that starts with: https://apps.cvm.tamu.edu/Sso would be a “Loggin in”/password/account issue

    2. Anything with https://apps.cvm.tamu.edu/MyCvm or https://apps.cvm.tamu.edu/UserPortalCore that shows up empty could be more of a Account linking

    3. If both of those are not the case, its always good to double check they have the right URL to where they want to go

Steps to Check:

Cases:

Logging In

URL: https://apps.cvm.tamu.edu/Sso

Most Logging in issues could come from:

  1. Not having an account

    1. Ask if they previously logged in with another email or NetId

    2. Check that they have their account in https://apps.cvm.tamu.edu/UserManagement

    3. Check that it matches the email (don’t provide them any information of what their email could be since that could be a security risk)

  2. Account being mistakenly inactivated

    1. using https://apps.cvm.tamu.edu/UserManagement check it exists and is active

Account Linking

Account linking issues are related to a student’s account being linked to their student record, the most common issues:

  1. Using a different email in TMDSAS vs when creating an account in https://apps.cvm.tamu.edu/MyCVM/Admissions

  2. Creating/Using a new NetId Account before linking the NetId to the student record

Correct URL

Some Students end up in the a URL they didn’t expect after properly logging in. Here are some common examples:

  1. Student Applied successfully for the following year but now ends up in the UserPortal when trying to check on the application

    1. Direct them to: https://apps.cvm.tamu.edu/MyCvm/Admissions/Home/Dashboard

Summary

  1. Check if they can log in

  2. Check if they land at the URL they want

  3. Check that the page content they see is the expected

  4. Address any problems along the way for each check item