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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 through Thursday 8am to 4:30pm and Fridays from 8am to 4pm. While someone should always be available at the desk from 10am to 2pm Monday through 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 the performance, security, and long-term reliability of student email, OneDrive, and Microsoft 365 services.
Overall, the transition has been largely successful. Student usernames, email addresses, passwords, and multifactor authentication settings remained the same as planned, and students are now signing in to the updated Microsoft 365 environment.
What We Have Seen Since the Transition
Following the merge, ITS experienced an expected increase in tickets related to Microsoft 365 sign-in issues. The most common issue has been Microsoft error 53003, which may also appear with the following message:
“Sign-in was successful, but you do not have permission to access this resource.”
This issue has occurred most often on devices where a student account was already signed in to Microsoft 365 applications, such as Outlook, Teams, Word, Excel, OneDrive, or Microsoft mobile applications, at the time of the migration.
In most cases, the student’s account is active and working correctly. The issue is typically caused by a device, browser, or Microsoft application retaining outdated sign-in or tenant information from before the merge.
Reports from currently enrolled and returning students have decreased as affected devices have been updated. However, ITS expects another increase in requests at the beginning of the fall semester as returning students access Microsoft 365 applications for the first time since the transition.
Troubleshooting Progress
ITS has developed troubleshooting procedures to remove outdated Microsoft sign-in information and reconnect devices to the new environment.
The troubleshooting guide has also been expanded to address additional macOS scenarios that required more detailed steps to resolve.
Current troubleshooting results include:
- Mobile troubleshooting steps for iPhone, iPad, and Android have been consistently effective.
- Outlook on the web issues are generally resolved by clearing Microsoft sign-in cookies and site data.
- Windows troubleshooting steps have been effective in removing stored credentials and reconnecting Microsoft 365 applications.
- macOS instructions now include additional steps for clearing persistent Microsoft identity, application, and licensing information associated with more difficult sign-in cases.
The goal is to provide students with clear, repeatable instructions that restore access as quickly as possible and reduce the need for repeated troubleshooting.
What Students Should Do
Students who are unable to access Outlook, Teams, OneDrive, or other Microsoft 365 services 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 troubleshooting steps for:
- Outlook on the web using Google Chrome or Microsoft Edge
- iPhone and iPad
- Android devices
- Microsoft 365 applications on Windows
- Microsoft 365 applications on macOS
In-Person Support for the Fall Semester
At the beginning of the fall semester, a student worker will be available in Building A to assist students with login problems and help resolve error 53003 for returning students who encounter it.
The ITS Help Desk will also be available in the Library during this period for students who need in-person technical support.
Additional Help
Students who are still unable to access their accounts after completing the troubleshooting steps should contact the ITS Help Desk.
Students may:
- Email ithelp@hancockcollege.edu
- Submit an I Can’t Sign In ticket through the ITS portal
- Visit the student worker in Building A at the beginning of the fall term
- Visit the ITS Help Desk in the Library for in-person assistance
ITS will continue monitoring post-merger support requests, updating the troubleshooting documentation, and assisting students as additional device-specific issues are identified.
June 2026 Ticket Summary
Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)
- April: 426
- May: 372
- June: 545
June's ticket increase was primarily the result of student submitted tickets related to post-migration M365 login errors.
Location-less Tickets
424 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: 6
- Install Something: 4
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Audio/Visual Event Request: 1
- Service Request: 1
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VOIP Telephone Request: 1
Surplus Pick Up also received one ticket and was tied with the other forms.
5 Most Common Request Locations:
- LVC 5: 5
- LVC 2: 5
- LVC 1: 3
- LVC 3: 1
Only four unique locations put in ticket requests.
Santa Maria Valley Campus (SM) Tickets
101 tickets originated from the Santa Maria Valley Campus.
Top 5 Forms Used at SM Campus:
- Something Broke: 57
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Install Something: 12
-
Incident Form: 11
-
Audio/Visual Event Request: 8
-
VOIP Telephone Request: 7
5 Most Common Request Locations:
- Building A: 21
- Building M: 14
- Building G: 10
- Buildings B, D, and S: 7 each
📈 Executive-Level Summary
- 545 total tickets were submitted in June 2026, an increase of 173 tickets, or approximately 46.5%, compared with May.
- The increase in June's ticket count was attributed to student tickets related to post-migration Microsoft errors.
- 424 tickets, approximately 78%, lacked location data.
- Santa Maria Campus: 101 tickets, approximately 19%
- Lompoc Valley Campus: 14 tickets, approximately 3%
- Other locations: 6 tickets, approximately 1%
- The six tickets assigned to other locations included four at CBC, one at WRC, and one at SYVC.
- The “Something Broke (iPaaS)” form remained the most common location-based request type:
Approximately 56% of Santa Maria tickets
Approximately 43% of LVC tickets
- The highest-activity Santa Maria buildings were A, M, and G, followed by a three-way tie between Buildings B, D, and S.
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.