** Login- CCBC Troubleshooting Problems **

Users should log in using their CCBC username for:

• myCCBC
• SIMON (Self Service)
• Brightspace

Some systems require a full email login format. See Section 7.

1. Firefox is preferred for Brightspace.

2. When escalating Brightspace issues, include:

• Student/Faculty ID number
• What they were attempting to access
• Timestamp
• Browser + OS + device type/ownership (CCBC vs personal)

3. Do not attach Account Assist screenshots to tickets.

ORA-01002 (“fetch out of sequence”)

Symptom: ORA-01002 appears while working in Banner/SIMON.

Steps:

1. Sign out completely.

2. Close all browser windows. Reopen browser, sign in, retry.

3. Retry in Private/Incognito or a different supported browser.

4. Ask if multiple sessions/tabs are open for the same system. Close extras and retry.

5. Capture:

• On-campus/off-campus
• VDI (Yes/No)
• Device type/ownership (CCBC vs personal)
• Browser + OS

Escalate (Applications Development Group) Include:

• ORA-01002 exact text
• Timestamp
• What they were doing when it occurred
• Browser + OS
• Device type/ownership
• On-campus/off-campus + VDI (Yes/No)
• Multiple sessions open (Yes/No)
• Screenshot cropped to the error

TDX setup: Form = Software/Application Support; Software/Application = SIMON/Self Service; Responsible = Applications Development (Group)

Symptom: Student logs in but cannot open other menu links/sections and may loop back to the first page.

Steps

1. Confirm they are in SIMON (not myCCBC). Retry Private/Incognito or another supported browser.

2. Ask what they see on the first page after login. If there is a required form/questions, they may be blocked until it is completed.

3. If they report a browser security warning:

• Do not instruct them to bypass it.
• Try another supported browser and another network if possible.
• Capture details and escalate if needed.

Escalate (Applications Development Group) Include:

• Student ID
• SIMON URL
• Timestamp
• What they clicked
• Browser + OS + device type/ownership
• On-campus/off-campus
• Screenshot of the warning page

Symptom: User can reach SIMON but receives “Access Denied” when opening a menu link/section or page.

Steps

1. Confirm they are logging into SIMON (not myCCBC). Verify the SIMON URL.

2. Retry Private/Incognito or a different supported browser.

3. If still Access Denied, escalate.

Escalate (Applications Development Group)

TDX setup: Form = Software/Application Support; Software/Application = SIMON/Self Service; Responsible = Applications Development (Group)

Include:

• CCBC ID + username
• Exact error text + screenshot
• What area they tried to open
• Timestamp
• Browser + OS
• Device type/ownership (CCBC vs personal)
• On-campus/off-campus
• VDI (Yes/No) when applicable

Note: Do not add VPN troubleshooting.

Symptom: User logs in to myCCBC and sees a blank page or limited/missing content.

Steps:

1. Retry Private/Incognito or a different supported browser.

2. Have them test SIMON directly: https://simon.ccbcmd.edu

3. Ask if they are currently registered/enrolled or recently applied/registered.

4. If not enrolled/active, myCCBC may appear blank/limited. Use SIMON for registration/transcripts/records tasks.

5. After course registration, myCCBC content typically updates as systems sync.

6. If still unresolved, escalate.

Escalate (Applications Development Group) Include:

• CCBC ID + username + affiliation
• Timestamp
• Browser + OS
• Device type/ownership
• On-campus/off-campus
• Screenshot of the blank/issue area

Students

Username format:

• 9 alpha-numeric characters
  • First 3 letters of last name + last 6 digits of student ID (if ID starts with 900)
  • First 2 letters of last name + last 7 digits of student ID (if ID starts with 901)

Password reset:

• Account Recovery (SHWA): Account Recovery
• Password requirements: minimum 10 characters, uppercase/lowercase, number, special character

Student email login format:

• username@email.ccbcmd.edu (full address)

Employees

Username format:

• Typically first initial + last name (may include a number)

Employee email login format:

• username@ccbcmd.edu (full address)

Students

1. Go to Account Recovery

2. Enter first name + last name.

3. Use any two verification items (examples: CCBC ID, DOB, last 4 SSN, preferred/home email).

4. Continue the workflow to complete reset/sign-in steps.

If they can retrieve the account but cannot reset the password:

• Old phone/email not accessible
• Verification code not arriving (email filtering or mobile carrier/provider delays)

Quick checks:

• Confirm correct inbox/phone, check Spam/Junk, wait a few minutes, resend once
• If more than one recovery option exists, try a different method

Link: https://password.quicklaunch.io/api/open/showOpenChangePassword?tenantDomain=ccbcmd.edu&resetPassword=true&returnUrl=https:%2F%2Fmyccbc.ccbcmd.edu

Student note: Timing delays mainly affect new applicants while records are being created and syncing across Banner and connected systems. Returning students generally still exist in the system.

Students

Before you escalate:

• If applied within the last 48 hours, wait and retry.
• Use Account Recovery (SHWA): https://accountrecovery.ccbcmd.edu/AccountRecovery/#!
• If they can retrieve info but cannot reset password:
  • Recovery method not accessible
  • Verification code delivery issues
• Quick checks:
  • Check correct inbox/phone and Spam/Junk, wait, resend once
  • Try another recovery method if available

What to expect:

• myCCBC/SIMON (new applicants): often available ~1 hour after application; can take up to 48 hours to populate across tools.
• Student Email: tied to enrollment + class start; may not work until class start date; may become available 0–7 days after start date.
  • Password: same as myCCBC/SIMON
  • Email login format: username@email.ccbcmd.edu
• Brightspace: course access usually starts on the course start date.

Computers:

• Library/Public computers: same credentials as myCCBC/SIMON
• Classroom/Lab student workstations: generic access, usually press Enter

If still no account after normal processing:

Capture:

• Full name + CCBC ID (if available)
• Date/time applied and date/time registered (if applicable)
• What they tried + exact error wording
• Browser + OS, device type/ownership, on/off campus
• Screenshot of the issue

Who to involve:

• Admissions: applied but not in the system at all (no CCBC ID/account after 48 hours)
• Registrar/Registration/Records: enrollment/records issues
• 1098-T: Student Accounts/Bursar for eligibility/content
• SIMON access issues: Applications Development Group
• If unclear, add the relevant shared mailbox(es) so the student isn’t bounced

TDX tip:

• Use Update → add shared mailbox(es) in Other Email Addresses and paste the captured details.

Employees

What to expect:

• SIMON/SharePoint/Email: typically after Banner creation and sync (often up to ~1 week), may depend on job assignment timing.
• Adjuncts: access (especially email) may depend on job assignment + teaching/class assignment + effective timing.
  • Email login format: username@ccbcmd.edu

Credentials:

• Employees call the Helpdesk; credentials provided after validation using Account Assist. Reference KB 2401 – Using Account Assist.

Banner:

• Access tied to training/orientation and provisioning. Some roles require forms/workflows and/or supervisor approval.

ARGOS:

• Separate request to Applications. Oracle/ARGOS lockouts/resets handled through Applications/DBA.

Computers:

• Office computer: CCBC username/password
• Instructor stations/classroom devices: usually support CCBC credentials; some rooms use generic access (Desktop/site guidance)

Lockouts may clear after a short period.

If the user still cannot access:

• Try QuickLaunch reset if they can receive verification codes
• Otherwise use Account Assist after identity verification

Escalate to Applications Development only if it looks like a system failure.

If the user cannot receive verification codes because recovery info is outdated,

Students: https://www.ccbcmd.edu/For/Current-Students/Student-Records/index.html

Employees: https://ccbcsharepoint.ccbcmd.edu/Pages/StaffForms.aspx

• Do not attach Account Assist screenshots to tickets.
• Do not publish internal access details (RDP steps, IPs, credentials) in KB articles.
• Do not include screenshots with PII. Use cropped/sanitized screenshots only.