Global ID - Most Common Problems

SSN ALREADY IN USE ERROR

Requests to create a new GID where the SSN is already in the Global database return the “SSN already in use” error. The Global database often already has a GID for the user, but the data associated with the existing record does not match the data used to generate the GID.

Common reasons for data mismatches between the existing record and the input are missing data, name changes, misspelling of names, birthdates being off by one or more digits, and unexpected characters such as “+” or Unicode characters like “%27”.

Depending on your campus’s system, you may see an error message like the one below.

There was an error in the Global ID request:
SSN already in use by another user. Please contact your administrator.
Correlation ID: ce1732a0-c496-11ef-b0f4-0affcbeea031

The error message may contain user information such as local campus IDs and names, but this will vary from campus to campus.

Before submitting a ticket to the Global ID Support service page, try the following common fixes:

  1. Verify that the data sent to the create process is accurate. The data to be verified includes the first name, last name, birthdate, and particularly the SSN.
    1. It is best to verify the data directly with the user, if possible, or with provided legal documents.
    2. Correct the data and attempt the GID creation process again.
  2. Attempt to search for the user by using the current name and any known other names. The user may exist in the Global database but has missing information like a birthdate or is under another name.
    1. If the user was found with differing data, a ticket must be submitted with the found GID to the Global ID Support service page to have the data updated.
    2. There is a Global ID Update Self-Service in development that will allow updates.

If the above fixes have not resolved the “SSN already in use” error, submit a ticket to the Global ID Support service page with the following information:

  • User first name
  • User last name
  • Previous Names (if applicable)
  • User Birthdate
  • Correlation ID from the error (if available)
  • The error being returned (SSN already in use)
  • Steps that have already been taken to try to resolve the error

 

BAD REQUEST ERROR

When something is fundamentally wrong with the data or format of the request, the system returns a “Bad Request” error. Often, there is something wrong with one or more inputs to the request. See the following for common fixes to try and resolve the error:

  1. Verify that the inputs follow the expected field patterns.
    1. Birthdates must follow the format of YYYY-MM-DD
    2. SSNs should not have dash characters
    3. Phone numbers should not have dash characters
  2. Verify that there are no unexpected characters in the inputs, such as “+” or Unicode characters like “%27”.
  3. Verify that there are no leading or trailing whitespaces in the inputs.

After making any appropriate corrections to the inputs, attempt to send the request again. If this causes an “SSN already in use” error, see SSN ALREADY IN USE for further steps.

If the “Bad Request” error is still appearing, submit a ticket to the Global ID Support service page with the following information:

  • Input to the first name
  • Input the last name
  • Input to the birthdate
  • Correlation ID from the error (if available)
  • The error being returned (Bad Request)
  • Steps that have already been taken to try and resolve the error

The technician looking at the ticket may ask for further information regarding the request on a case-by-case basis, such as inputs to SSNs.

 

DUPLICATE GLOBAL IDs

When searching for a user, the search may return multiple GIDs for the same user. Duplicate Global IDs commonly occur when calling the GID create process with additional information for this user. The new GID was generated due to the information used for the generation being distinct enough from an existing GID record, even though both refer to the same user. Information commonly missing from existing GID records includes birthdates and SSNs.

Depending on the system used by your campus, you may see an error message like the one below.

The following Global IDs were returned for the individual: [1234567890,4567890123]

The error message may contain user information such as local campus IDs and names, but this will vary from campus to campus.

Before submitting a ticket, see the following:

  1. Verify that the returned GIDs refer to the same user.
    1. Search using the returned GIDs and verify the information associated matches what is expected. One or more GIDs may have differing information like names, but still refer to the same user.
    2. If one or more GIDs do not refer to the expected user and are completely different, i.e., different names and birthdates, then there may be issues with the search itself. Verify that the information you have for the expected user is accurate. If the information is verified to be correct, contact SICAS as the issue is beyond the scope of what Global ID Support can resolve.

Once the GIDs have been verified, submit a ticket to the Global ID Support service page with the following information:

  • User first name
  • User last name
  • Any known previous names
  • Birthdate
  • List of GIDs associated with the user

The technician may ask for further information regarding the user such as SSNs or local campus IDs. Additional requests for information will be on a case-by-case basis.

 

USER UNABLE TO LOGIN TO BRIGHTSPACE

Users may occasionally be unable to log in into Brightspace due to issues with Global IDs.

See the following for the most common causes of user inability to log into Brightspace due to GID issues:

  1. Duplicate GIDs associated with the same user may lead to the student not being able to properly log into Brightspace.
    1. Users may see Brightspace dashboards not associated with the appropriate campus.
    2. Determine if there are duplicate GIDs. If so, refer to DUPLICATE GLOBAL IDs in this article.
  2. The GID of the user in local campus systems does not match the GID of the user in the Global database.
    1. The GID that local campus systems currently have must match the GID the Global database has.
    2. Verify the current GID of the user by submitting a ticket to the Global ID Support service page.

If even after the above issues have been addressed the user is still unable to access Brightspace, it is unlikely that the problem lies with the GID. The issue at this point is beyond the scope of Global ID Support and will need to be handled by SUNY Online. Contact your campus SUNY Online representative or contact Matt Casalinuovo at matt.casalinuovo@suny.edu.

 

TWO USERS SHARING THE SAME GID

This is a rare case where two users share enough of the same information that the system recognizes the two as the same person and assigns the same GID to them. It is often seen between siblings, particularly twins who share almost the same information except for SSNs or middle names.

See the following steps to take before submitting a ticket:

  1. Determine which of the two users is currently using the GID.
  2. Identify if there is any information that could distinguish the two users.
    1. The most effective piece of information would be SSNs.
  3. Attempt to generate a new GID for the user without a GID by including the distinguishing information.
    1. See GLOBAL ID GENERATION REQUESTS for more details on GID creation.

After taking the above steps, a second GID should be generated and assigned to the user who previously did not have one assigned.

If there are still issues with the GIDs and two users still appear to share the same GID, submit a ticket to the Global ID Support service page with the following information:

  • First names of both users
  • The last names of both users
  • Full names of both users
  • Birthdates of both users
  • The GID the two users are sharing
  • Steps that have already been taken to try and resolve the error

On a case-by-case basis, the technician may ask for further information on the two users such as SSNs or local campus IDs.

 

GLOBAL ID GENERATION REQUESTS

A user who is completely new to the SUNY System or appears not have a GID may need one generated for them. There are multiple systems you may use to generate a GID and will depend on what your campus has access to. Reach out to your local campus IT Department to determine which GID generation process you have access to.

The following screenshots depict the Global ID Self-Service.

All GID creation processes should follow the same criteria when generating a GID. You will need to provide the following information to the appropriate process:

  • First name
  • Last name
  • Birthdate
  • SSN

If you are unable to provide an SSN for any reason, you may provide the same as above, without the SSN, and at least three of the following:

  • Full name
  • Phone number
  • Postal/ZIP code
  • Local Campus ID
  • Driver’s License number
  • Visa number

If you are experiencing issues with generating a GID for a user, contact the appropriate organization depending on the system used by your campus, such as SICAS.

 

OTHER GLOBAL ID ISSUES

If you are experiencing an issue not covered in this article, submit a ticket to the Global ID Support service page with the following information:

  • User first name
  • User last name
  • Birthdate
  • GID associated with the user (if applicable)
  • Correlation ID (if applicable)
  • Details of the issue you are experiencing

 

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