---
title: "Computer - Login Troubleshooting"
canonical: "https://tech.calpoly.edu/space/CPKB/3644489848/Computer%20-%20Login%20Troubleshooting"
format: markdown
---
## Windows Login - Common Issues
If your login attempt fails, these login responses can be addressed as follows.
> Macro (rw-ui-tabs-macro)
>
> > Macro (rw-tab)
>
> *“The user name or password is incorrect. Try again.“*
>
> Please check that you typed your username and password correctly. You can verify they are correct by typing your login into the Cal Poly Portal on another device (sometimes saved passwords aren’t remembered correctly).
>
> [Need to Reset Your Cal Poly Account Passphrase/Password?](https://tech.calpoly.edu/space/CPKB/1998684386/Need+to+Reset+Your+Cal+Poly+Account+Passphrase%2FPassword%3F)
>
> [Locked Cal Poly Account?](https://tech.calpoly.edu/space/CPKB/1998684224/Locked+Cal+Poly+Account%3F)
>
> [Passphrase/Password Change Re-Sync on a Cal Poly-Owned Windows PC](https://tech.calpoly.edu/space/CPKB/2916810753/Passphrase%2FPassword+Change+Re-Sync+on+a+Cal+Poly-Owned+Windows+PC)
>
>
> > Macro (rw-tab)
>
> *“We can’t sign you in with this credential because your domain isn't available”*
>
> 
>
> If the computer is not connected to the campus network and the local user hasn’t been created yet, it will usually bring up a “domain isn't available” error. Before continuing, reconnect to an active network port, wait at least 10 seconds, and then proceed. You may need to verify the port, cable, or adapter with another computer.
>
> > ℹ️ See [Computer - First Sign-In and User Creation](https://tech.calpoly.edu/space/CPKB/3644489800/Computer+-+First+Sign-In+and+User+Creation)
>
>
> > Macro (rw-tab)
>
> *“This sign-in method you're trying to use isn't allowed“*
>
> 1. The user that is trying to log in has not been authorized to sign in.
> 1. If the user is new to the department, division OR a new Emeritus, they likely have not been added into the right login groups. Open a ticket with ITS to have this resolved.
>
> 
>
> > Macro (rw-tab)
>
> *“The Security Database on the server does not have a computer account for this work station trust relationship“*
>
> 1. If a computer has been off the campus network or VPN for several months, it has likely fallen out of Cal Poly management systems. Open a new ticket with ITS to have it reconnected. It may need to be erased and re-imaged.
---
## Mac Login - Common Issues
If your login attempt fails, these login responses can be addressed as follows.
> Macro (rw-ui-tabs-macro)
>
> > Macro (rw-tab)
>
> Each Mac will retain your old Cal Poly password until it is updated: [https://tech.calpoly.edu/space/CPKB/964001911/Passphrase%2FPassword+Change+Re-Sync+on+a+Cal+Poly-Owned+Mac](https://tech.calpoly.edu/space/CPKB/964001911/Passphrase%2FPassword+Change+Re-Sync+on+a+Cal+Poly-Owned+Mac)
>
> Contact ITS with the labeled computer name if you cannot remember the old password.
>
> > Macro (rw-tab)
>
> If the computer is an encrypted Checkout, the ASC, equipment manager, or whoever is responsible for the distribution of the computer must login through the encrypted Mac login screen before the shared CAL POLY login screen can appear. The ASC may also need to **Log Out** before the shared login screen appears.
>
> The new user should be able to login through the Cal Poly shared login screen to create their user and then won’t need boot authorization afterward.
>
> After ASC’s change their Cal Poly password each year, ASC’s will have to log in with their old password on each checkout and update it: [https://tech.calpoly.edu/space/CPKB/964001911/Passphrase%2FPassword+Change+Re-Sync+on+a+Cal+Poly-Owned+Mac](https://tech.calpoly.edu/space/CPKB/964001911/Passphrase%2FPassword+Change+Re-Sync+on+a+Cal+Poly-Owned+Mac)
>
> > ℹ️ The computer must be connected to the campus wired network. See [Computer - First Sign-In and User Creation](https://tech.calpoly.edu/space/CPKB/3644489800/Computer+-+First+Sign-In+and+User+Creation)
>
> > Macro (rw-tab)
>
> Several failed logins will lock your Mac user with increasingly long timeouts. To unlock the Mac user reach out to ITS in 1 of 3 ways:
>
> 1 - Take the Mac to the [https://tech.calpoly.edu/space/CPKB/909246477/Service+Desk](https://tech.calpoly.edu/space/CPKB/909246477/Service+Desk) for fastest resolution.
>
> 2 - Request a Recovery Key
>
> 2-a. You must be logged into Support Center or your email to request a recovery key
> 2-b. Enter the key and reset your password to your Cal Poly password.
> 2-c: [Click HERE for Mac password reset instructions](https://support.apple.com/en-us/102633#resetfromrecovery)
>
> 3 - Before leaving campus for overseas work, Customers may request ITS assistance to create a recovery account on their Mac.