When logging into Self-Service, some users may encounter this error which doesn't allow them to log in:


Request Id: 09071a1c-d498-4457-bcfe-5b516e9cb200

Correlation Id: 2e2020b5-8a2a-4ac8-8c8a-1a367461eeba

Timestamp: 2021-06-04T00:18:22Z

Message: AADSTS75011: Authentication method 'X509, MultiFactor' by which the user authenticated with the service doesn't match requested authentication method 'Password, ProtectedTransport'. Contact the Ellucian Self-Service (Prod) application owner.


There are 2 ways to resolve this: 

  • Close all browser windows, and then open a single new browser window and navigate to https://nwccdss.sheridan.edu/student
  • Or, click the “Use Password Instead” link when you see the window that prompts you to authenticate on your phone (multi-factor authentication method). 

If neither of the methods above resolved the issue for you, then you may have "passwordless authentication" enabled from your Microsoft Authenticator app.  To check that, please open the Microsoft Authenticator app from your mobile device and go into your Sheridan.edu authentication.  From there, click the highlighted link you see in the picture below to turn OFF that feature. 

*Please attempt these steps from something other than a cellular device before contacting the ITS Helpdesk. Experience has taught us that most cellular devices, regardless of operating system, have issues at times in connecting*