Authentication Errors

You may see two types of Authentication Error messages:

  • Incorrect login: Your username or password is wrong.

  • Cache issue: You need to clear your browser’s cache.

(See screenshots below for examples.)

Try logging in with another browser. If it works, the issue is with your original browser—clear its cache.

Example 1

If you see “Authentication failed! Try again,” your username or password is incorrect.
Too many failed attempts may lock your account.

Next step: Contact the Help Desk to reset it.


Example 2

If you see “Authentication Error – Something went wrong during the authentication process”.
Next step: Clear your browser’s cache.

This can also happen if you’re using an outdated bookmark. Make sure your Banner 9 bookmark points to https://bannerxe.appstate.edu.


Follow this guide to Clear the Cache in Your Browser.

If your screen freezes and you are unable to "Close" your page, "Start Over" or "Sign Out," try the following: 

  • Reload/Refresh your page by:
    1. Press the CTRL and & F5 buttons simultaneously.
    2. Press the CTRL button and the Refresh icon on your browser menu.
  • If the above steps don't work, clear the cache in your browser and try using Banner 9 again.
  • If your screen is still frozen in Banner 9, call Tech Support at (828) 262-6266

It's likely due to a cache issue. Follow this guide to Clear the Cache in Your Browser.

 In Banner 8 INB, some pages show the user ID and activity date for the last record update. When viewing that same page in Banner 9, the user ID and activity date appear in the footer of the page - grey band at the bottom of the screen.

To search by name rather than BID, tab out of ID field and the cursor will be in a previously "hidden" text box. Start typing a name and then the 'tab' key will cause the "ID and name Extended Search" window to appear. Use the tools there to narrow down results.

Access quick links to related forms 

Banner 8 - Options Menu

Banner 9 - Related Menu


Supplemental data engine

Banner 8 - Click on a light bulb icon

Banner 9 - More information menu


Dynamic help for fields

Banner 8 - Help menu

Banner 9 - Tools menu> Item properties


Review output from a job

Banner 8 - Options menu

Banner 9 - Tools menu