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How-to: Get a JackHenry.Dev developer account "unstuck"

When to use this guide?

This guide is useful when folks encounter trouble while following the Accessing the Digital Toolkit steps on JackHenry.Dev.

The Troubles

Signing into JackHenry.Dev

See these steps in the Troubleshooting section on JackHenry.Dev to cover these cases of signing into JackHenry.Dev itself:

  1. Signing up for the first time
  2. Loggin in again after previously signing up

Enrolling in the Garden demo institution

Prereqs to check

There are a few things to double check when folks say they are having trouble enrolling a user in the Garden demo institution.

First, check the JackHenry.dev External applications in the Banno Admin back office area of Garden.

  • If there are new or updated External Applications in there with today’s date, then that’s a good sign that Garden itself is probably okay from a code and configuration standpoint.
  • If there aren’t any new or updated External Applications in there with today’s date, then that may be a sign that Garden is having an incident of some sort. You’ll probably get a good idea of whether or not Banno is in the midst of an incident by checking out the #org-reliability-ff channel in Slack.

Second, you’ll want to make sure that the EOD (End of Day) process has been run for Garden. New users cannot be created correctly and cannot be enrolled correctly if the EOD process has not been run to catch up to today’s date.

  • There is a group that handles this process, the Ovation team.
  • While waiting for them to respond, as a workaround, an indirect way to test if EOD is likely to be up to date is to manually create an enrollable user (outside of JackHenry.Dev’s normal sign up process) via the New User Creation Tool. If you can create a new user and actually enroll that user in Garden, then that’s a good sign that EOD is up to date.

If you get to this point, then you have a pretty good idea that it is this particular developer’s account/user which is stuck, rather than a a general problem with the Garden demo institution.

Asking the developer how they got stuck

There are a couple of different situations where folks can get themselves stuck:

  1. Trying to enroll with a non-USA phone number in the “Before you continue…” prompt during signup on JackHenry.Dev, which won’t work in Garden due to how the SilverLake core handles non-USA phone numbers.
  2. Entering a typo in the phone number they input into the “Before you continue…” prompt during signup on JackHenry.Dev.

It’s important that you determine which situation the developer has encountered. You can and should ask them about this.

You’ll also want to get some info from them via this pre-canned message:

It sounds like you’re stuck in “Creating a Test User” from this page, correct?: https://jackhenry.dev/open-api-docs/accessing-the-digital-toolkit/

Can you provide the email address for the Google account used when you clicked the Sign in with Google button?

Also, if possible it is useful if you can use your browser’s network tools and give us a copy of the response (which will help us look up your record and see what’s happening). Assuming you’re using Google Chrome, we would like you to:

  • Open network tools
  • Refresh the JackHenry.Dev dashboard
  • then filter for “me” and you should find a /me network call.
  • Copy the response (especially the body) and email it back to us.

Getting help from the Prism team

You’ll need to get help from the Prism team in the #org-prism channel in Slack.

The information from the developer’s response above will be helpful.

Here are some examples:

The folks on the Prism team know what to do and which tools to run to get the developer unstuck via a reset. They will let you know when the developer account has been reset.

Communicating back to the developer

Once you get the ‘all clear’ signal from the Prism team, you can communicate back to the developer that they should try again.

NOTE Make sure that the developer:

  1. Is using a USA phone number (Google Voice may be an option for non-USA folks)
  2. Is careful entering their phone number

Celebrate. 🎉