Ellucian Error 0775 We Could Not Locate an Account With That Login Information Please Try Again

FREQUENTLY ASKED QUESTIONS: PROBLEMS & FIXES

Question: When I try to log into Banner why do I get the error that my account is locked?
Answer: If you have tried three unsuccessful attempts to log into Banner, the system will lock your account. Chances are you have entered the wrong username or password. To resolve, Banner will automatically unlock your account after 6 minutes. Try again at that point. If you receive the error "Invalid username/password" again, stop before the third attempt, and contact Banner Help via:

• Help Line: 243-2667.
• Email: Banner Help.

Question: Why does my Banner session suddenly disappear on me?
Answer: There may be two reasons why your Banner session disappears. (1) You may have inadvertently closed the "Connect to Banner" session window (which is the first window that opens when you launch Banner). Even though you do not work in this window, it must always remain open during your Banner session. (2) Check to see that your browser setting for 'Reuse Windows For Launching Shortcuts' is unchecked.

To uncheck 'Reuse of Windows for shortcuts' option:
1. Open Internet Explorer.
2. From the Tools menu, select Internet Options and then click on Advanced tab.
3. Under the Browsing category, uncheck the 'Reuse Windows For Launching Shortcuts' option.
4. Click Apply, then OK.

Question: I've checked my browser and pop-up blocker settings, why won't Banner open for me?
Answer: Chances are the Plug-in is not installed on your machine. In addition, you probably do not have the local administrator privileges on your machine to do the install.

To troubleshoot, check to see that the Java Plug-In is installed on your machine.

Question: When I click on my Personal Links within Banner why does nothing launch?
Answer: Pop-up blockers can interfere with the performance of personal links. If you have pop-ups blocked either modify the settings to allow pop-ups from the Banner site (recommended) or hold down the Control key before clicking the Personal Link.

Question: Why doesn't the Data Extract work for me?
Answer: Typically this is related to a browser issue.

1. Make sure you change your browser settings to NOT allow the reuse of windows for launching shortcuts.
   • Open Internet Explorer.
   • From the Tools menu, select Internet Options and then click on the Advanced tab.
   • Under the Browsing category, uncheck 'Reuse Windows for Launching Shortcuts' option.
   • Click Apply, and then OK.
2. Make sure that you have added the Banner site to the Trusted Sites zone in your Internet Options.
   • Open Internet Explorer.
   • From the Tools menu, select Internet Options and then click on the Security tab.
   • Click on the Trusted Sites icon, then on the Sites button.
   • Type ' https://inb.umt.edu ' in the 'Add this Web site to the zone' field.
   • Click Add.
   • Click Close to close the box.
   • Click OK to close the Internet Options dialog box.
3. Make sure there are no pop-up blockers preventing pop-ups from the Banner site.
   • Open Internet Explorer
   • From the Tools menu, point to Pop-up Blocker, then click Pop-up Blocker Settings.
   • Type 'https://inb.umt.edu' in the 'Address of Web site to allow' field.
   • Click Add.
   • Click Close to close the box.
4. Enable Automatic Prompting for File Downloads (You must perform this step with Banner open!)
   • With Banner open, click on the Connect to Banner IE tab located in your task bar. This is your Banner session window and the first browser window that displays when you open Banner. Recall that Banner will always open two browser windows.
   • From the Tools menu, select Internet Options and then click on the Security tab.
   • Click on the Custom Level button.
   • In the Security Settings - Trusted Sites Zones dialog box, scroll to the Downloads section
   • Under 'Automatic Prompting for file downloads' click on the Enable radio button.
   • Click Yes, then OK.
   • Click OK again to close the Internet Options dialog box

If you have taken the above steps, and the process still does not work for you, check to make sure that Excel is the program associated with the extract.

• • Open My Computer
  • Click on the Tools menu, then Folder Options.
  • Click on the 'File Types' tab.
  • Locate the file type '.CSV' and make sure that 'Microsoft Excel Comma Separated Value' is the file type selected.
  • If it isn't, click on the Change button, locate Excel, select it, and click OK.
  • Click OK to close the Folder Options box.

Question: Why am I no longer able to connect to the UMDW or REPORT databases?
Answer: While access to Banner does not require your machine to be mapped to the S:\ drive, it is required for adhoc reporting against the UMDW and REPORT databases. If you receive 'ODBC call failed' errors, check first to see that the S:\ drive is mapped. To check for mapped drives on your machine:
1. Open My Computer (Windows 7: Computer).
2. Look for banner on 'ummso1' (S:)
3. If the drive is not mapped, re-map the drive.
4. Keep My Computer open. Click Tools > Map Network Drive (Windows 7: Click Map network drive in Computer)
5. Click the down arrow of the Drive box and select S:
6. Type \\ummso1\banner in the Folder box.
7. Make sure Reconnect at Logon is checked.
8. Click Finish.
9. The drive will be mapped and the S:\ window will open. Go ahead and close the window.
10. You now should be able to establish your connection to UMDW or REPORT.

Question: Why do I keep getting a "Security Warning"?
Answer: The first time you access Banner after installing the Java Plug-in, you will see a Security Warning which will prompt you to "Install and run the digital signature. Be sure the box next to "Always trust content from this publisher" is checked and the message will not appear again. However, if this box is unchecked, the warning will reappear each time you launch Banner.

Question:  I'm using a Mac and Banner won't open for me.  What do I do?
Answer: To allow access to Banner on Safari using Java 8.1.151 you must first display Developer Tool on the menu and then EVERY time you access to Banner you must select the User Experience of Internet Explorer 11.

To display Develop on the menu:

• Open Safari
• Safari, Preferences
• Click on Advanced Tab
• Check box to Show Develop Menu in the Menu Bar

To select the User Experience of Internet Explorer 11

• Click on the Develop menu option
• Select User Agent (2nd on the list)
• Select Internet Explorer 11

This is a onetime setting and needs to be selected every time you access Banner.

You should also verify that inb.umt.edu allows:

• Content Blocker
• Pop-up blockers

Check Safari Website Preferences to see these individual settings.

Question:  When I try to export I get a java.lang.ClassCastException or an "argument type mismatch" error.  How can I fix this?

Answer:

• Sign in to Banner.
• Go to the GUAUPRF form.
• Click the "Directory Options" tab.
• Select the row with the "Description" value of "Data extract format:  FILE (.csv), TEXT, or WEBUTIL" and ensure the "User Value" is "FILE."  If it isn't, change it to "FILE" and try to save it using the F10 key or clicking the "SAVE" button on the bottom right of the form.
• Sign out of Banner.
• Sign in to Banner.
• Try to export data again.
• The data should download to a CSV file.

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Source: https://www.umt.edu/bannersupport/Banner%20FAQ/ProblemsFixes.php

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