What to do if a user has a login issue -- determining if this is a CalNet issue

Triage: Is it a CalNet issue?

To determine if a user is having a true identity/passphrase issue, or if the problem is specific to a local application, follow these steps:

1. Have the user attempt to authenticate at: https://mycalnet.berkeley.edu.
   • If the user can successfully authenticate there, the problem is likely specific to the application they are trying to access, not their CalNet credentials.

Authentication Testing Conditions

If the user is failing to log in, ask them to authenticate again under each of the following conditions to rule out local environment issues:

• After clearing their browser cache and cookies.
• Using an incognito/private browser window.
• Using a different physical computer or device.

Note: If the user can authenticate in any of these conditions, the issue is related to their local browser or device, not the CalNet service.

Referral and Escalation

1. Check other services: Have the user attempt to log in to other campus services (e.g., bMail or CalCentral). If they can access these but not a specific departmental tool, refer the user to the Service Owner of the problematic application for troubleshooting.
2. Escalation: If the user cannot authenticate in any of the situations described above (including at mycalnet.berkeley.edu), escalate the issue to bIT - CalNet Tier 2.