Student Access Issues: Troubleshooting Overview

While EdReady for Texas College Bridge is an easy-to-use and straightforward program, as with any technology, end-users may still run into difficulty. The most common area of trouble is with logging in to the platform, so the following details are intended to help you troubleshoot and correct common issues.

If a user indicates that they cannot get logged into Texas College Bridge, the following details will be important as you look to troubleshoot:

• Students: 
  • Username
  • Email Address and/or Phone Number
• Admins: 
  • Email Address (this is also their username)

You will want to find out exactly what they are doing and at what point they run into trouble. If they see an error message or warning on the screen, the message will provide clear instructions and a link to further information, if applicable. A screenshot (or picture of the screen) can be really useful to pinpoint and correct the exact problem they are encountering. (Guidance for taking a screenshot can be found here: https://www.take-a-screenshot.org/)

Common issues and an example of a possible error message are shown below. Click on each issue type below to access troubleshooting suggestions. The blue question mark on the student's screen is clickable and leads to further details about how to resolve each issue.

Note: while these are the most common on-screen messages, your users may encounter an error message/ warning not shown below.

	Issue Type	Sample Error Message
	(click titles below for details) Incorrect Username	We did not recognize that username. Please check your information and try again.
	Account not Confirmed	Your account requires confirmation
	Incorrect Password	We did not recognize that password. You have # attempts left. When you have no more attempts available, your account will be locked for ONE HOUR. Reset your password before you get locked out.
	Password Already Requested	Your password reset email has already been sent. You must wait 24 hours after the initial request to make a new request.
	Account Locked (too many incorrect password attempts)	You have provided an incorrect password too many times and your account is now locked. It will automatically unlock after one hour, or you can ask your teacher to reset your password.
	Account Blocked by Controlled Access	See Controlled Student Access (Blocking/Unblocking)