Troubleshoot Login Issues

Troubleshooting HCC Single Sign-On (SSO) Issues

Your HCC account provides single sign-on (SSO) access to many HCC services and resources. When sign-in issues occur, the problem is often caused by a conflict with another Microsoft or Google account already signed in on your device.

Determine Where the Problem Is

The easiest way to keep your HCC account separate from other organizational, personal, Microsoft, or Google accounts is to:

• Use a dedicated browser profile for HCC.

• Use a separate browser exclusively for HCC resources.

• Test sign-in using a private or incognito browsing session.

Quick Test: Use a Private or Incognito Window

A private or incognito window allows you to test sign-in without existing account sessions interfering.

This can be done on both computers and mobile devices. Most modern browsers support private or incognito browsing.

Important: Make sure all other private or incognito windows for that browser are closed before testing.

On a Computer

1. Close all browser windows.

2. Open your browser.

3. Open a private or incognito window:

   • Windows: Ctrl + Shift + N (Chrome, Edge) or Ctrl + Shift + P (Firefox)

   • Mac: Command + Shift + N (Chrome, Safari) or Command + Shift + P (Firefox)

On a Phone or Tablet

1. Open your browser.

2. Tap the menu button (usually three dots or three horizontal lines).

3. Select New Incognito Tab, New Private Tab, or New Private Window.

4. Sign in using your HCC account and test access to the resource.

What the Results Mean

If sign-in works in the private or incognito window

The issue is likely caused by a cached browser session, saved credentials, cookies, or a conflict with another Microsoft or Google account in your regular browser session.

To resolve the issue, try one or more of the following:

• Clear your browser's cookies and cached data.

• Create a separate browser profile dedicated to your HCC account.

• Use a different browser for HCC resources.

• Continue using a private or incognito window as a temporary workaround.

If sign-in still does not work

The problem may be related to your HCC account, password, multi-factor authentication (MFA), or the service you are trying to access.

Try the following:

• Use Self-Service Password Reset (SSPR) to reset your password or unlock your account.

• If you recently got a new phone, reinstalled the Microsoft Authenticator app, changed your sign-in methods, or no longer have access to your MFA device, contact the HCC Help Desk. A technician can verify your identity and assist with resetting your authentication methods.

If you continue to experience problems after completing these steps, contact the HCC Help Desk for assistance.