Accounts and Access Troubleshooting

Troubleshooting topics for problems related to Accounts and Access.

"Cannot Verify Identity" When Answering Security Questions


I tried to change my password using security questions and received a yellow bar at the top of the page that says, "Your identity could not be verified."

Solution 1

This happens when you answer your security question incorrectly. Check your answers and then try again or select a different question.

Things to note about the answers:

  1. They are case sensitive
  2. Spaces are counted so make sure you have no extra spaces


Solution 2

Another problem may be that the user's cache contains bad data, and needs to be cleared.

Instructions for how to clear a browser's cache can be found under the Web Browsers page after choosing the correct browse

"Self-Service Pin" Error


You are in My Missouri State and you receive an error that your web access has been denied or that you are required to enter a Self-Service Banner (SSB) PIN as shown below.


Please contact the Help Desk so that we can reset your Banner Pin, as this is something only we can fix. After we reset your pin you will need to completely log out, close out of your browser, and then log back in. This should restore you access to Banner.

This is a problem that is more likely to occur if you have any Peer to Peer software on your computer.

Login Errors on Blackboard


When I try to access Blackboard via the link in My Missouri State, it has me log in again at the Blackboard homepage. 


The single-sign-on connection from My Missouri State to Blackboard does not work if your password contains a space. You can either go directly to and sign in there with your password OR go to and change your password so that it does not contain a space.


I can't login to Blackboard from the My Missouri State link.


Try these troubleshooting solutions:

  1. Try clearing the cache from the web browser. Here are some links on how to clear the cache on different browsers: FirefoxGoogle ChromeInternet Explorer, and Edge
  2. Try different web browsers.
  3. Login at
  4. If you have just created your Bearpass account, Blackboard will not sync until the next midnight

Login Errors on My Missouri State


I cannot log into the My Missouri State portal.


Login errors are because of either a locked account or an invalid password. When logging in, make sure that the CAPS LOCK key is off.

If you receive an error that your account is locked, please contact the Help Desk so we can further help you with information about account lockout policies. Sometimes there is a time limit and you can wait until the lockout is released, depending on why the lock was placed. 

If you receive an error that the your user ID or password could not be verified, please go through the process of changing your password on CAMS. If you have any questions, please contact the Help Desk. 

Permission Errors When Making Payments


When I click the link to Access my Account and Make Payments, I am told that I'm not authorized to view the page.


This error is caused by your browser failing to accept the necessary cookies to view the CashNet web page, where you can access your account and make payments.

While any browser with restrictions on the cookies it accepts can have this problem, it happens by default in Apple's Safari browser. We recommend using a browser other than Safari to make payments. Google Chrome and Mozilla Firefox are good options.

"Layout" Error 


When a user is trying to access and they receive the /render.userLayoutRootNode error message as shown below.
System error


Send an email to Enterprise Systems ( requesting that the users account layout be reset. Include the users Bear Pass Number and full name within that email. Once their layout is reset they will be able to access


Troubleshooting the ORA-28000 Error


ORA-28000 error occurs when an account user has logged in too many times with the incorrect information. Not all accounts automatically reset after a certain time. These must be manually reset.

Changing the password will not reset this lock.


If you receive reports of a user logging into Banner getting the "ORA-28000" error, call Brenda Whisenant in Operations at (417) 836-4391 and ask her to reset the lock on the account.

As a backup, if Brenda is gone for this, we should contact Barron Hagerman (417) 836-3761 and request that he reset the lock.


To request help related to this article, please see our Service Catalog.


Article ID: 89199
Fri 10/11/19 4:12 PM
Thu 5/7/20 10:55 AM