Resolving Banner & Self-Service Errors

Banner and Self-Service users have recently reported errors when attempting to access Banner Admin Page or Self-Service. This article provides a workaround to help your successful login for the following Errors. 

• Error: Invalid Username/password; Logon denied. 
• Error: Banner Authentication Failed

Error: Invalid Username/Passoword

If you encounter this error and your PC is not enrolled in Intune, try the troubleshooting steps in Methods 1-3. You only need to try one, but if the issue persists, continue with the others.  

Method 1: Log out and log back in

1. Log out of myNMSU by clicking your profile icon in the upper-right corner and selecting Sign Out.

2. Close your browser completely.

3. Reopen the browser and log back into myNMSU.

Method 2: Use Incognito/Private Browsing Mode

• Open a new incognito or private window in your browser and try logging in again.

Method 3: Clear Browser Cache and History

1. Go to your browser’s Settings.

2. Clear browsing data:

   • Select Advanced settings.

   • Check all boxes (including cookies, cached files, and site data).

   • Choose “All time” as the time range.

3. Restart the browser and try again.

Method 4: Use a Guest Profile

1. Open Google Chrome or Microsoft Edge.

2. Select Guest mode and try accessing Banner or Self-Service from there.

Method 5: New Token for SSO

If you encounter an error when trying to access Banner on an Intune-managed machine, follow these steps:

1. Open your browser in Private/Incognito mode. 

• This can usually be done by right-clicking your browser icon and selecting New incognito window or New private window. 

2. Navigate to my.nmsu.edu

• You should see the login screen. Enter your credentials to initiate a fresh Single Sign-On (SSO) session. 

This should bypass the error and allow you to access Banner normally. 

Error: Banner Authentication Failed

We’ve received reports from users experiencing a “Banner Authentication Failed” error—this guide outlines the steps to resolve the issue, which is often related to browser settings or running multiple Banner environments at the same time.

Step 1: Allow Third-Party Cookies

In Google Chrome:

1. Click the three dots in the top-right corner of your browser.

2. Go to Settings.

3. Click Privacy and Security on the left.

4. Select Third-party cookies.

5. Choose Allow third-party cookies.

In Firefox:

1. Click the shield icon in the address bar.

2. Turn off Enhanced Tracking Protection.

Step 2: Add Trusted Sites to the Exception List

In Chrome:

1. Go to Settings > Privacy and Security > Third-party Cookies.

2. Under Sites allowed to use third-party cookies, click Add.

3. Add these sites as listed:

   1. [*.]nmsu.edu

   2. [*.]microsoftonline.com

   3. [*.]elluciancloud.com

In Firefox:

1. Click the three lines in the top-right corner.

2. Go to Settings > Privacy & Security > Cookies and Site Data > Manage Exceptions.

3. Add these sites:

   1. nmsu.edu

   2. microsoftonline.com

   3. elluciancloud.com

Step 3: Clear Your Browser Cache

In Chrome:

1. Click the three dots in the top-right corner.

2. Go to Settings > Privacy and Security > Delete browsing data.

3. Click the Advanced tab.

4. Set Time range to All time.

5. Check all boxes except Passwords and other sign-in data.

6. Click Delete data.

7. Log out of Banner, close all browser tabs, and try again.

In Firefox:

1. Click the three lines in the top-right corner.

2. Go to Settings > Privacy & Security.

3. Scroll to Cookies and Site Data, then click Clear Data.

4. Set Time range to Everything.

5. Check all boxes, then click Clear.

6. Log out of Banner, close all browser tabs, and try again.

⚠️ If Your Browser Says “Managed by Your Organization”

This means your computer might be managed by your department IT Support (e.g., through Intune). In this case, these steps might not work because your system could be using a different Microsoft account tied to the device. Example support tickets: Ticket #3289488, Ticket #3291529.

If you see this message, please contact your internal department IT support for help.

IT Help Desk Contact & Zoom Desk
In Person: Hardman & Jacobs Undergraduate Learning Center - Room 105
Phone: (575) 646-HELP (4357)
Email: help@nmsu.edu

Zoom Link: https://nmsu.zoom.us/my/nmsuithelpdesk
Or meeting ID: nmsuithelpdesk
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