Troubleshoot Access Issues for Admins and Students

Last updated: August 28, 2026

If an admin, student, staff member, or colleague reports difficulty accessing the Housing.Cloud system, follow these troubleshooting steps to identify and resolve the issue. Collecting key details about the issue will help determine the cause and streamline the resolution process.

 

Confirm the User Is Accessing the Correct URL

Ensure the user is attempting to log in through the correct Housing.Cloud portal for your institution. The URL should follow this format:

 

Students: https://yourschool.housing.cloud/home

Admins: https://yourschool.housing.cloud/admin

 

Admin Role Permissions

It is important to note that if an admin user does not have access via permissions to specific sections with-in the admin portal, specific URLs may limit their access to the system. 

For example, if an admin does not have access to the Applications section of the admin but they do have access to the Profiles section, they will not be able to access /admin/applicants but they will be able to access /admin/profiles.

 

Review the permissions provided by the admin's role type to troubleshoot access issues.

 

Ask the user to:

  • Manually type the URL instead of using a saved bookmark or autofill suggestion.
  • Ensure they are not on a test or outdated link that may no longer be active.

 

Gather Key Information from the User

Before proceeding with further troubleshooting, collect the following details from the user:

  • A screenshot of the issue, including any error messages.
  • The exact URL they are trying to access.
  • The device they are using (e.g., Windows laptop, MacBook, iPhone, Android phone).
  • The browser they are using (e.g., Chrome, Firefox, Safari, Edge).
  • Any troubleshooting steps they have already attempted (such as clearing cache or switching browsers).

 

Common Troubleshooting Steps

Check for System-Wide Issues

If multiple users report access problems, check for:

  • Any known system maintenance or downtime notifications.
  • Whether the issue is affecting only certain user types (e.g., students vs. staff).

If an issue is confirmed, inform users and provide an estimated resolution time.

 

 

Verify Internet Connectivity

Ask the user to test their internet connection by loading another website. If they cannot load other sites, suggest:

  • Switching to a different Wi-Fi network or trying cellular data.

 

Ensure They Are Using a Supported Browser

Housing.Cloud is a web-based platform and is optimized for modern browsers like:

  • Google Chrome
  • Mozilla Firefox
  • Safari
  • Microsoft Edge

 

Clear Browser Cache and Cookies

Outdated or conflicting stored data can cause access issues. Instruct the user to clear their cache and cookies:

  • Chrome: Settings > Privacy & Security > Clear Browsing Data
  • Firefox: Preferences > Privacy & Security > Cookies and Site Data > Clear Data
  • Safari: Preferences > Privacy > Manage Website Data > Remove All
  • Edge: Settings > Privacy, Search, and Services > Clear Browsing Data

After clearing, have the user restart their browser and try again.

 

Test on a Different Browser or Device

If issues persist, ask the user to:

  • Try using a different browser.
  • Access the site from another device (e.g., laptop instead of phone).
  • Open in an incognito/private browsing window.

Confirm Login Credentials and Permissions

If the user cannot log in, check the following:

  • Are they entering the correct credentials? If unsure, they should try logging into another university system (e.g., their SIS or email).
  • Do they have the correct role and permissions? Verify whether the user should have access to the system.For students: Ensure their housing application status allows portal access.

 

Report Issues to Housing.Cloud Support

If the user is still unable to access the system after completing the steps above, report the issue to Housing.Cloud Support with the following details:

When submitting a support request, include:

  • User Details:
    • Full Name
    • Institution-issued Student ID or Employee ID
  • Issue Description:
    • Summary of the problem
    • Steps the user has already attempted
    • Whether multiple users are affected

  • Technical Details:
    • Screenshots of any error messages
    • The exact URL the user is trying to access
    • Browser and device used (e.g., Chrome on a Windows laptop)
    • Whether the issue occurs in an incognito/private browsing window
  • Authentication Details:
    • Whether the user’s credentials work on other university systems
    • Whether their role or eligibility should grant them access