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).