There are many password requirements that students must follow:
• Must be 8 to 16 characters.
• Should include all three of these: lowercase letter, uppercase letter, number
• May also use certain special characters, but DO NOT use any of these: ( ) * ! # \ $
• May NOT use any part of their name in the password.
Have the student try setting up a very simple password such as Tiger123 or Chatt2023.
If the simple password works, the problem is with the password they chose. Ask the student to reset the password again to something personal, being very careful to follow the rules. If it successfully resets, make sure they can log into TigerWeb with it.
If the simple password fails, we may have their Social Security number wrong in our system, or they may not have put one on their application (see below). A phone call to the Help Desk must be made at 423-697-3375, provide a phone number for contacting the student to verify the problem. If possible be sure to mention the error messages you see.
Note: If they did not put a Social Security number on their application (e.g. a foreign student), a password must be set up for them by IT Services. A phone call to the Help Desk must be made at 423-697-3375; be sure to mention they don't have a Social Security number in our system.
It's rare, but this error also occurs if the person tries to use the TigerID Wizard to change their actual TigerID. Explain that they cannot change it themselves, since it is assigned to them. If they would like to have it changed, they'll need to submit a request to the Records office.
