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Help Desk Hours and Location
Contact the ITS Help Desk at 1(805)922-6966 extension 3345 or at helpdesk@hancockcollege.edu
The ITS Help Desk is located in the library on the Santa Maria campus, next to the checkout counter.
The Help Desk is available Monday - Thursday 8am-4:30pm and Fridays from 8am-4pm. While someone should always be available at the desk from 10am-2pm Monday - Thursday, we can meet you at any of our regular business ours with notice, simply call 8059226966 ext. 3345 or email helpdesk@hancockcollege.edu.
If emergency assistance is needed, please call the ITS Support Extension at 3345.
Essential Articles and Ticket Requests
Updates from Technology Council and Committees
- Web Services Committee
- Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
- No Update
- Educational Technology Advisory Committee (EdTAC)
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Tuesday, from 2:30-4:00 pm.
- No Update: Will resume in August
- Banner Committee
- Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
- No Update
- Technology Council
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- No Update
Student Microsoft 365 Tenant Merge – Post-Merger Update
Allan Hancock College has completed the transition of student Microsoft 365 accounts into the new environment. This change was part of ITS’ ongoing effort to improve system performance, security, and long-term reliability for student email, OneDrive, and Microsoft 365 access.
Overall, the transition has been largely positive. Student usernames, email addresses, passwords, and MFA settings remained the same as planned, and students are now signing into the updated Microsoft 365 environment.
What We Are Seeing After the Transition
Following the merge, ITS saw an expected increase in tickets related to Microsoft 365 sign-in issues. The most common issue has been a Microsoft access error, often reported as error 53003 or as the message:
“Sign-in was successful, but you do not have permission to access this resource.”
This issue appears most often on devices where a student account was already signed into Microsoft 365 apps, such as Outlook, Teams, Word, Excel, OneDrive, or mobile Microsoft apps, at the time of the migration.
In most cases, the account itself is working correctly. The issue is usually caused by the device, browser, or Microsoft application holding on to old sign-in or tenant information from before the merge.
Troubleshooting Progress
ITS has created troubleshooting steps to clear old Microsoft sign-in data and reconnect devices to the new environment.
At this time:
- Mobile troubleshooting steps for iPhone, iPad, and Android have been consistently effective in resolving reported mobile sign-in issues.
- Outlook on the web issues are generally resolved by clearing Microsoft sign-in cookies and site data.
- Windows and macOS troubleshooting steps are ongoing, and ITS is continuing to confirm the most reliable process for fully resolving desktop application sign-in issues.
The goal is to provide students with clear, repeatable steps that restore access as quickly as possible while reducing the need for repeated troubleshooting.
What Students Should Do
Students who are unable to access Outlook, Teams, OneDrive, or other Microsoft 365 services after the merger should follow the troubleshooting guide below:
AHC Student Email Access Troubleshooting After Tenant Merger
https://hancockcollege.teamdynamix.com/TDClient/2283/Portal/KB/Article/171785/AHC-Student-Email-Access-Troubleshooting-After-Tenant-Merger
The guide includes steps for:
- Outlook on the web using Chrome or Microsoft Edge
- iPhone and iPad
- Android devices
- Microsoft 365 applications on Windows
- Microsoft 365 applications on macOS
Need Help?
If the troubleshooting steps do not resolve the issue, students should contact the ITS Help Desk for assistance.
Students can email ithelp@hancockcollege.edu or submit an I Can’t Sign In ticket through the ITS portal.
ITS will continue monitoring post-merger tickets, updating troubleshooting documentation, and assisting students as remaining device-specific issues are identified.
May 2026 Ticket Summary
Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)
- March: 436
- April: 426
- May: 372
Location-less Tickets
221 tickets had no location specified.
Lompoc Valley Campus (LVC) Tickets
14 tickets originated from the Lompoc Valley Campus.
Top 5 Forms Used at LVC:
- Something Broke: 5
- Install Something: 3
-
Service Request: 2
- Classroom/Cart Maintenance Request: 2
-
Audio/Visual Event Request: 2
5 Most Common Request Locations:
- LVC 5: 5
- LVC 1: 3
- LVC 2: 3
- LVC 3: 2
- LVC 6: 1
Santa Maria Valley Campus (SM) Tickets
131 tickets originated from the Santa Maria Valley Campus.
Top 5 Forms Used at SM Campus:
- Something Broke: 89
-
Install Something: 20
-
Incident Form: 15
-
Audio/Visual Event Request: 8
-
VOIP Telephone Request: 6
5 Most Common Request Locations:
- Building A: 28
- Building B: 15
- Building M: 14
- Building W: 9
- Building F: 8
📈 Executive-Level Summary
- 372 total tickets were submitted in April 2026.
- 221 tickets (59%) lack location data.
- Santa Maria Campus: 131 tickets (~35%)
- Lompoc Valley Campus: 14 tickets (~4%)
- The “Something Broke (iPaaS)” form remains the most common location-based request type:
- ~53% of Santa Maria tickets
- ~36% of LVC tickets
- Highest activity buildings: A, B, M, W, and F/S/G tie at Santa Maria.
This newsletter was prepared with assistance from an AI-based writing and research tool to help organize information, improve clarity, and support effective campus communication.