Kerberos Failed Error for Student or Employee Passphrase Reset
Kerberos Failed Error
- Objective
When a student or an employee is unable to reset or set their initial passphrase, a Kerberos Failed Error may appear on User Lookup. Service Desk employees may provide assistance to customers to clear up the problem.
- Authorization/Credentials Required
LDAP Group, DUO, Ticketing System Access, MVS
- Tier Level and Escalation Assignment Group
Tier Level: dit-service-desk-1
Escalation Assignment Group: dit-service-desk-2
- Information Required
- Date of Hire
- Directory ID
- Steps to Complete Procedure
- Check to see if user is in people branch
- Verify Information in MVS is accurate (no tabs or odd characters)
- Submit a ticket to dit-service-desk-2
- Follow up with Supervisor
- Have the user contact their PHR with instructions on what to correct
- Flow Chart

- Example Script
Technician: Hello, you have reached the Division of IT Help Desk, this is <technician's name>. May I have your name, directory ID and/or UID. How may I help you? {Create a New Ticket}
Customer: My name is <customer's name>, and my UID/Directory ID is: <xxxxxxxxx>. I would like to have my passphrase reset.
Technician: {Looks up information on Customer information, and receives a Kerberos Failed Error when attempting to reset passphrase}.
I am seeing a Kerberos Failed Error when attempting to reset your passphrase. This is a pretty uncommon error, so I may need to escalate this to our admins. Please give ma a moment as I check your MVS information. Can you please verify the following:
Name
Department
Full Title
Hire Date
Birthdate
Last 5 of SS
IF ERROR IS FOUND:There appears to be an incorrect value in one of the fields for your record. Please have your PHR correct this information.
IF NO ERROR SEEMS TO BE FOUND: Your account information appears to be accurate, so I will be assigning your ticket to our Tier 2 Service Desk. They will follow up with you regarding this problem you are experiencing. Can I get an alternative email address in which you can be reached?
- Check to see if user is in people branch
- Verify Information in MVS is accurate (no tabs or odd characters)
- Submit a ticket to dit-service-desk-2
- Follow up with Supervisor
- Have the user contact their PHR with instructions on what to correct