Q. TigerWeb - Can't log in. Error says "Incorrect Username or Password."

"Incorrect Username or Password"

If employee:  If the person calling is a part-time (adjunct) instructor and resetting the password doesn't solve the problem, their contract renewal process may not have been completed yet. NOTE: Access to everything for part-time instructors usually expires on Sep 15, Feb 15, or June 15 unless they have a contract for the current semester AND their department has remembered to renew their system access.
Politely suggest that they contact their department head to check if their access has been renewed. If they don't think that's the issue, they should call the Employee IT Help Desk at 423-697-3375, or they can put in a Help Request.

If student:  TigerWeb displays this error when a user tries to log in if either the TigerID or password are incorrect.

1. Has the student confirmed that they are using the correct TigerID? They can double-check by using the TigerID Wizard. Make sure they aren't trying to use their A-number to log in to TigerWeb.
    
2. Has the student tried resetting the password with the TigerID Wizard (a large grey box on the TigerWeb login page)? If so, have they waited a minute or two before trying to log back in?
   
   >>>> Did they use any special characters (such as *) in their password? Special characters are NOT required and they often cause issues. The asterisk (*) is especially a problem, since TigerID Wizard allows it, but then TigerWeb won't accept it. 
   Here are the full updated password rules:
    •   You may use 8 to 16 characters.
    •   You should include all three of these: lowercase letter, uppercase letter, number
    •   It is NOT required, but you may also use certain special characters;
           however, DO NOT use any of these:   ( ) * ! # \ $ @ - _ . & %
    •   Do not use any part of your name or birthdate in your password.
    
3. Is the student allowing "autofill" or using copy-and-paste to complete the login box? They should type in the information, since autofill or pasting can add hidden characters.
   
   
4. Ask the student try another browser or clear their cache on the browser they're using. (The computer may be "remembering" a previous incorrect entry.) To bring up the "clear cache" menu on most browsers, press Ctrl-Shift-Delete at the same time. This is a link to a pdf with complete instructions for the most popular browsers: How to Clear Your Browser Cache. If they use a less common browser, look for instructions online by googling (searching by) the name of the browser plus the words "clear cache".

If none of this helps, submit a Tech Support Help Request.

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These are the full instructions that are on the Student Tech Support site:

1. Go to TigerWeb at http://tigerweb.chattanoogastate.edu, then look beneath the TigerWeb log-in box for the big heading TigerID Wizard.
    
2. Type your A-number in the box (including the A and all eight numbers), press “Click Here to Proceed,” and it should show you your assigned TigerID username. (Your TigerID normally includes your last name and may also contain a number.)
    
3. Enter just the last 4 digits of your Social Security number.
    
4. Enter your birthdate in the format mm/dd/yyyy, including the slashes. (Example: 03/11/2001)
    
5. Enter your new password twice. (Do not copy and paste -- type it in each time.)
   When setting up your own password:
    •   You may use 8 to 16 characters .
    •   You should include all three of these: 
           lowercase letter, uppercase letter, number
    •   It is NOT required, but you may also use certain special characters;
           however, DO NOT use any of these:   ( ) * ! # \ $ @ - _ . & %
    •   Do not use any part of your name or birthdate in your password.