Attempting to Activate and Received “An Error Occurred"

This article covers the fix for applicants receiving an error message when trying to activate their account.

This article covers the fix for applicants receiving an error message when trying to activate their account.

MyMadison, web browser, personal devices

This error can be caused by one of several factors. To confirm which factor is causing this error for you, please use the instructions below:

You are attempting to Activate on a Mobile device, Chromebook, or Tablet

• Due to the specific requirements that are needed to finalize account and password creation, you will not be able to complete account activation on a mobile device, Chromebook, or tablet, and must complete the required steps on a Windows or Mac computer.

You are attempting to Activate while not on a personally managed network or device

• The recommended process is to attempt activation while on a personally owned and managed Windows or Mac computer, while on a personally managed network. Most devices and networks managed by schools or businesses will block access to our activation portal, and will cause the error screen to display.

Your browser is holding on to old information

• Occasionally, when attempting to log in and activate your account with a new activation link, your browser will try and log in with old information or pre-fill information from the previous attempt. To adjust for that, it would be best-served to Clear your Browser's Cache and History prior to using a new Activation link:

The activation link is expired

• Within your email account, find and delete any previously sent Activation emails
• Open a web browser to the eID Activation Resources (login.jmu.edu/applicant) page to retrieve a new link
• Prior to clicking on the new Activation link, it is recommended that you attempt to activate with a different device or browser, and/or clear your browser's history and cache
• Click Get a new activation link. The link will be emailed to the address on file with the Admissions Office.

The account has already been activated

• Attempt to go to mymadison.jmu.edu and click Forgot my Password
• Put in your last name and PIN to reset your password

The PIN on file is different than the data we have internally

• Please call the Help Desk at 540-568-3555 for assistance with this error. 
• If it is determined that the what you are using as the PIN is correct - and the Help Desk can determine that is correct by our records - we can then contact additional teams within IT to investigate further.

Note: The PIN supplied on the application will be required to request a new activation link.

For additional questions you can contact the IT Help Desk at 540-568-3555 or at helpdesk@jmu.edu.