Troubleshooting and Reporting CougarNet Account Problems

Before attempting any of the troubleshooting below, please verify that the user is not listed on the Migration Problem report. If they are listed on that report, they should continue using their NT accounts until further notice. Their NT accounts were not modified in any way, and they should continue using the same password they used previously.

Check these solutions first. You may be able to fix the problem quicker that way.

For any problems not listed here or for if you have tried one of these and the problem is still there, submit the problem to the CougarNet Problem Request page.

Please post all problems to the web page rather than submitting email to the cougarnet@uh.edu address. This will help us resolve your problems as quickly as possible. Please continue to refer any other account issues to TSS as usual.

NOTE: Please DO NOT send the user's password in the problem report. This information is not necessary to troubleshoot the problems and, for security reasons, should not be distributed.

Are you having one of these problems or getting one of these error messages?

Problem: User cannot log on

Possible reasons: Incorrect userid, incorrect domain, incorrect password

Verify:

  1. User is using proper CougarNet userid - This may be a different userid than the user's NT userid. Check userid listed in Remedy or on the Migration Report.
  2. Domain listed in drop down box should be "CougarNet" not a different domain.
  3. Password - Should be from the primary NT account. If they do not know which NT account this is, issue a password reset and make sure they know the Remedy default password. Also, verify that they know that passwords are case-sensitive.

Error messages

  • "Account is LOCKED" - This message will only be generated when the user has entered an incorrect password more than 5 times. The account will be locked for 30 minutes. Support staff should issue a password reset and verify that the user knows the correct default password listed in Remedy.
  • "Account has been DISABLED by your administrator" - If the user is attempting to use an NT account, have them try their CougarNet account. If the user is attempting to use the CougarNet account, have them try their NT account.
  • Be cautious not to try too many logins so you do not lock the account (See "Account is LOCKED" above.)
  • If neither account is active, submit the problem to the CougarNet Problem Request page.

Problem: The user manually tries to map to their home directory and gets an error message.

Possible reasons: User is not using the CougarNet account to authenticate, user is mapping to wrong home directory path.

Verify:

  1. User is using correct CougarNet account info, not the NT account info.
  2. User is mapping to the new CougarNet home path, not Espada/Diablo directories. New CougarNet home paths are listed in Remedy.
  3. User is not typing a $ sign at the end. New CougarNet home paths do not use the $ sign at the end of the path.

Problem: User reports that items are missing from his desktop, the PeopleSoft icon is missing, Internet favorites are gone, etc.

Possible reasons: Roaming profile problem, local profile problem.

Verify:
Whether user is using roaming profile or local profile.

If roaming profile - If the user had multiple NT accounts with roaming profiles, only one was selected to be the CougarNet profile. It is possible that the one that was selected as primary was not the profile the user was primarily using. All information, including all profiles from the NT directories, was copied to the new CougarNet directory. There are folders in the CougarNet directory for each NT domain account the user had. Support staff should determine which domain profile is the correct roaming profile (ask the user which account they used most often), and copy that profile to the Profile folder in the root of the home directory. In order to do this, support staff should be logged onto a machine with a local account and manually map a drive using the user's credentials to their home directory space. Users cannot be logged on with the CougarNet account or the roaming profile will not correctly update.

If local profile - A new local profile was created when the user logged on with the CougarNet account.
To retain the old local profile, support staff must do the following:

  1. Have the user log off.
  2. Support staff should log on using an account that is a member of the local administrators group for the machine.
  3. The local profile created for the CougarNet user should be deleted.
  4. Support staff should map a drive to \\solutions\cougarnetmigration$ <\\solutions\cougarnetmigration$> (they should enter their account credentials at the prompt) and run the "logonuh.bat" file. This program will copy the user's old local profile and create a new CougarNet local profile for them. A dialog box will notify you when the update is complete. Support staff should log off, and have the user log on with their CougarNet account.

NOTE: If you are having problems accessing the local profile update on solutions, be sure that when you are prompted for logon credentials, you enter the user domain\userid. It may not work to just enter the userid without the domain.


Problem: There are extra folders in the user's home directory.

Possible reasons: This is by design.

For each NT account the user had, there should be a corresponding folder in the new home directory space. Each folder contains all of files from that old home directory location. The Profile folder in the root of the home directory contains the active Roaming Profile for the user.

After the user has verified that the correct profile has been selected, the user should feel free to delete any files or folders in their home directory that they wish. There is no need to maintain the migrated folders; rather, users should be encouraged to delete any files they no longer need in order reduce their disk space usage.


Other Problems:
For any problems not listed here or for if you have tried one of these and the problem is still there, submit the problem to the CougarNet Problem Request page.

Please post all problems to the web page rather than submitting email to the cougarnet@uh.edu address. This will help us resolve your problems as quickly as possible. Please continue to refer any other account issues to TSS as usual.




Contact Us

Call Us: 713-743-1411
Fax Us: 713-743-1410
Email Us: support@uh.edu
Mail Code: TSS 2002