To determine if the user is having a CalNet issue, do the following:

1. Have the user authenticate at: mycalnet.berkeley.edu. If the user can authenticate, the problem is likely not with their CalNet login.
2. Ask the user to authenticate in each of the following conditions:
   
   1. After clearing their caches/cookies
   2. Using an incognito browser
   3. Using a different computer

If the user can authenticate in any of these conditions, then it’s not a CalNet issue.

1. Have the user log in to other campus services. If the user can access other campus services, then it’s not a CalNet issue. Refer the user to the owner of the service they can’t access for troubleshooting.
2. If the user cannot authenticate in any of the above situations, then send a ticket to CalNet by emailing calnet-admin@berkeley.edu