Bear Tracks Login Troubleshooting

Introduction

This article outlines access issues related to Bear Tracks for Faculty, Staff, and Students.

Symptoms

When attempting to login to Bear Tracks a "The CCID and password you entered do not match" message appears.

Solution

Following the solutions outlined below, in order, will resolve most Bear Tracks access issues:

Normal System Processing Times
- Cause: Most commonly affecting new CCID recipients, such as Applicants or staff that are new to the University, Bear Tracks can take up to 48 hours to sync new CCID information. During this time the CCID holder will not be able to log in to Bear Tracks.
- Solution:
  - Wait until 48 hours after you received your CCID and try logging in to Bear Tracks again. If your issue persists beyond 48 hours after receiving your CCID, please proceed to the next steps.
Out of Date Relationship Information
- Cause: The Relationship to the Institution (RTI) information on record may not up to date or is still being entered in the system. This most commonly affects new staff/faculty.
- Solution:
  - Check with your supervisor or HR Service Partner to get a status on your employee relationship status. Once you have an active employee RTI in the system, you will automatically be granted Bear Tracks access but remember that it can take up to 48 hours to sync with Bear Tracks and you may not be able to access Bear Tracks during this time.
Invalid or Unknown CCID Credentials
- Cause: Your CCID password is incorrect or there may be another issue with your account preventing your access.
- Solution:
  - If you have a new CCID, please ensure you have changed your temporary password that was provided in the "Your UAlberta Campus Computing ID" email sent to your personal email you provided the university.
  - Test your CCID and password via https://myccid.ualberta.ca/check. If you encounter any errors indicated by a red X, try resetting your CCID password via https://myccid.ualberta.ca/reset
Browser/Device Issues
- Cause: There is a local issue with your browser's stored date (cache) or device that is preventing you from logging in to Bear Tracks.
- Solution:
  - Clear your browser's cache/cookies using the instructions from this support article.
  - Ensure your browser and computer software are up to date.
  - Try logging in to Bear Tracks from another browser and another device, if it still does not work then there is likely an issue with your account.
Account or System Issue
- Cause: There could be an issue with the system or your account that requires you to reach out for support.
- Solution:
  - If the above solutions do not resolve your issues, please contact the Staff Service Centre for further IT support.