Troubleshooting Student/Applicant Access Issues

To troubleshoot student information resources access-related issues:

1. Provide the student with a direct link to the system in question, e.g.:
   
   Financial Aid Checklist:
   https://www.hamilton.edu/my-hamilton-supplemental-pages/financial-aid
   
   Award Letter:
   https://www.hamilton.edu/my-hamilton-supplemental-pages/financial-aid/financial-aid-award-letter
   • If the user is an applicant or accepted student and can't log in, it's a Slate username/password issue.
     
     Ask them to log into the Slate applicant portal at: https://admission.hamilton.edu/portal/applicantportal
     • If they can't log in, they'll need to reset their Slate password. 
     • If they can log in, there could be a problem with the Slate Authentication API. Please elevate the problem to us and we'll troubleshoot.
   • If the user is an enrolled student and can't log in, it's likely a password issue and they'll need to reset their Hamilton account password.
   • If any user logs in successfully but receives an error message, please elevate the problem to us and we'll troubleshoot. Be sure to provide us with the student's username, Colleague ID, a link to the page they were visiting, and the error message they received.