Common Problems Logging into MSU Web-Based Systems
(STUINFO, Degree Navigator, FINAID, HR, Adviser Scheduling, etc)
Symptoms or Message (Click on link for Explanation and Action to Take)
Login screen has expired
Not authorized
Not authenticated
Too many invalid attempts
Kerberos Error: 7 Ticket Cache is full
Kerberos 11
Kerberos 21: Read form the Network failed
Security failure: decryption
Internal Security System error
 
System error detected during authentication
  
More Info 
Verify your MSU NetID
 Recommended Browser settings:   Internet Explorer      Netscape      AOL

Symptoms or Message

Explanation and Actions to Take
Login screen has expired, please try again.

If it occurs once:
    Probable cause: Browser left open too long before entering ID and password on the login screen. (Login page expires after 3 minutes.) 
    Solution:  User should retype ID & password on re-displayed login screen, press "submit". 
If it occurs more than once (i.e., immediately reoccurs):  Please check your browser settings:
    Probable cause #1: "cookies" are turned off in browser
    Solution: User must turn cookies on in browser, see instructions for your browser below
Probable cause #2: You clicked on the link from inside a mail package like Hotmail.
Solution: Open a browser window outside of your mail package and type in the address
Not authorized.

Probable Cause:  You do not currently have access to this system. 

Solution: If you think this is in error, Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.

  • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
  • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5:00 pm Monday - Friday and Saturday until 3:30 pm. by phone at (517) 353-4420, x311
  • AIS is unattended from 3:30 pm. Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AIS by phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information.  

If you are a former student and have not attended MSU for over two years, you no longer have access to STUINFO. For transcripts, go to http://www.reg.msu.edu
Too many invalid attempts.

Probable Cause:  You have entered an invalid password too many times for the MSU NetID that you are using. 

Solution:  Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.

  • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
  • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5:00 pm Monday - Friday and Saturday until 3:30 pm. by phone at (517) 353-4420, x311
  • AIS is unattended from 3:30 pm Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AISby phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information. 

Not authenticated.

Probable Cause #1:  You have entered an incorrect MSU NetID (Pilot ID) or password, or you have inadvertently changed the "authenticator" box on the login screen so it does not say "MSUNet". 

Solution:

  1. Make sure "authenticator" box  on your login screen says "MSUNet". Make sure that you are typing the MSU NetID in all lowercase letters and the password in exact same upper/lowercase combination as when you changed/activated it.
  2. Make sure that your password is less than 16 characters in length and longer than 8 characters, if it is 16 or longer or shorter than 8,  please reset your password at http://netID.msu.edu
  3. If you are uncertain of your MSU NetID, verify your MSU NetID
  4. If authenticator box does say "MSUNet", you need to verify you are using the correct ID and password (e.g., try logging into http://mail.msu.edu).
  5. If ID & Password work on NetID.msu.edu and still do not work on website,
    • Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.
    • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
    • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5pm. Monday - Friday and Saturday until 3:30 pm by phone at (517) 353-4420, x311
    • AIS is unattended from 3:30 pm Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AISby phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information. 
  6. If ID & password fail on Pilot, you can use your PID and PAN to assign yourself a new password at http://netID.msu.edu 
    1. If student PAN is unknown, request from Registrar's Office by calling 353-4678 or 1-800-496-4678.  If  faculty/staff PIN unknown, request new one from the Computer Lab by going to http://netID.msu.edu
  7. For complete info on the MSU Email system  go to http://mail.msu.edu
Probable cause #2: Your browser or your PC has an "autocomplete setting" that saves your passwords, and is sending the wrong username or PW. 

Solution: In Internet Explorer, reset options. See Internet Explorer settings- autocomplete.
Kerberos Error: 7 :Ticket Cache is full

Probable Cause: They system you are trying to access is busy. 

Solution: Please try again in 5 minutes.  This error is automatically detected and corrected by the system.
Kerberos error 11

Probable Cause: This error is caused when an invalid MSU NetID has been entered. 

Solution: Please verify that you are using a valid MSU NetID.  Make sure that you are keying in the MSU NetID in all lowercase letters. 

If the problem persists, Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.

  • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
  • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5:00 pm Monday - Friday and Saturday until 3:30 pm by phone at (517) 353-4420, x311
  • AIS is unattended from 3:30 pm. Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AISby phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information. 

Kerberos Error: 21 The read from the network failed.

Probable Cause:  Temporary (usually seconds) system error.
(The authentication server (Kerberos -which validates Pilot IDs (MSU NetID's) and passwords) is not responding.)

Solution:  Usually, this is a temporary error. 

  1. First, Please try again  and than try again (it is not unusual for this error to occur twice, or more, in a row). 
  2. If it happens to you multiple times, Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.
    • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
    • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5pm. Monday - Friday and Saturday until 3:30 pm by phone at (517) 353-4420, x311
    • AIS is unattended from 3:30 pm Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AISby phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information. 
Security failure.  Data decryption error.
Probable Cause: Old version of Netscape browser software on user's computer. Software does not have "Secure Sockets Layer (SSL)" capability which allows STUINFO to encrypt passwords student data for security privacy.

Solution:  Get an up-to-date version of browser software. Netscape Web Site
Internal security system error has been detected. Unable to process security request at this time. 

Probable Cause: System is temporarily unavailable 

Solution: Try again in five minutes, 
- and - 
Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.

  • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
  • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5:00 pm Monday - Friday and Saturday until 3:30 pm by phone at (517) 353-4420, x311
  • AIS is unattended from 3:30 pm Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AISby phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information. 

System error detected during authentication
Probable Cause:  System is temporarily unavailable 
Solution: Try again in five minutes, 
- and - 
Login Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.
  • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
  • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5:00 pm Monday - Friday and Saturday until 3:30 pm by phone at (517) 353-4420, x311
  • AIS is unattended from 3:30 pm Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AISby phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information. 

Additional Useful information:

Browser Settings
Internet Explorer:  AIS  Help and Support suggests the following setting for Internet Explorer to facilitate logging in to web based applications like STUNFO, Advisor Scheduling, HR, etc
For Cookies
MS Internet Explorer 5: Select; View - Options - Security - Internet Zone - Custom.  Scroll down to Cookies and select "enable". 
MS Internet Explorer 5.5: Select: Tools - Internet Options - Security.  Click on Internet.  Click on Custom Level. Scroll down to Cookies & check 'Enable' on both cookies options.
MS Internet Explorer 6.0: Select: Tools - Internet Options - Privacy. Move slider bar to Medium-High or lower, Do not have set on "Block all Cookies" or "High"
Storing older versions of pages.
    1. In Internet Options, go to the General tab. Under Temporary Internet files, Click the "Settings" button. Under "Check for newer versions of stored pages",  Select "every visit to the page"
Autocomplete settings
Probable cause: Internet Explorer has options set to auto complete forms and passwords. I.E. is sending the wrong username and PW. 

Solution: In Internet Explorer, reset options using the Tools menu 

To remove the autocomplete setting 

Start at the Tools menu, then select Internet Options 

  • In Internet Options, Go to the  Content tab, Click the  "AutoComplete" button. Remove the checks from "User names and Passwords".   Click the "Clear Passwords" button. Click OK. 
    		•
    Netscape:  AIS  Help and Support suggests the following setting for Internet Netscape to facilitate logging in to web based applications like STUNFO, Advisor Scheduling, HR, etc 
    For cookies

    Netscape 4.x:  From Menu,  Select: Edit - Preferences - Advanced.  Click on "accept all cookies".  If desired, select "Warn me before accepting a cookie."
    Netscape 7.1: From Menu, Select Edit - Preferences,  Double-click on Advanced, select Scripts& Plugins.  Check on "Create or change cookies" and "Read Cookies"
    AOL
    For users who have trouble logging in to web based applications like STUNFO, FinAID, Advisor Scheduling, HR, etc with the AOL browser,
    AIS  Help and Support suggests using another browser, such as Internet Explorer or Netscape.
     

    Verifying your MSU NetID and password. 

    If you have do not know your MSU NetID

    Go to http://www.msu.edu and search for your self by name. The search engine will return your MSU NetID associated email address and phone, if published.

    To validate your password for you MSU NetID, test to see if you can login to http://mail.msu.edu.

    If you are able to login to http://mail.msu.edu.

    When trying to log into MSU web based systems (STUINFO, FINAID, HR, Advisor Scheduling, HR, DPPS,  etc ), you receive the message "not authenticated" , please check the settings on your browser.
    ( Recommended Browser settings:   Internet Explorer      Netscape      AOL )

    If you are unable to login to http://mail.msu.edu.

    Go to http://netid.msu.edu to activate or change your password. This page includes a link for resetting your password if you have forgotten your password. You will need your PAN (if you are a student) or your PIN (if you are faculty/ staff). If you do not have your PAN or PIN, click the "request my PIN button on http://netid.msu.edu.

    If you still have questions,  Help is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311.

    • Normal business hours are Monday - Friday 7:45 am - 5:00 pm. Assistance is available by contacting AIS Help and Support Center by email at ais311@msu.edu or by phone at (517) 353-4420, x311
    • Assistance for calls received outside normal business hours is covered by AIS Computer Operations staff after 5:00 pm Monday - Friday and Saturday until 3:30 pm by phone at (517) 353-4420, x311
    • AIS is unattended from 3:30 pm Saturday until 8:00 pm. Sunday and on University Holidays.   During unattended hours, contact AIS by phone at (517) 353-4420, x311 and the AIS voice mail system will pickup and provide further instructions, including emergency contact information.