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MyDegreePath (Advisors) – Troubleshooting and Reporting Issues

MyDegreePath (Advisors) – Troubleshooting & Reporting Issues

Purpose

Use this guide to fix common MyDegreePath (MDP) issues quickly and to route problems to the right place: the OIT Service Hub or the Academic Record Review (ARR) process. Planner is not enabled at this time.

Quick fixes to try first

  • Run a fresh audit after any change (registration, grades, transfer/test credit, exception).
  • Confirm the student’s program, minor/emphasis (if any), and catalog year are correct.
  • Use a current browser (Chrome/Edge). If a page won’t load: try a private/incognito window, then clear cache and cookies.
  • Sign out of inactive tabs; sign back in via connect.ucmerced.edu → MyDegreePath.

Where to report: OIT vs ARR

Use the OIT Service Hub (technical) when the problem is system access or behavior:

  • Cannot see/open MyDegreePath in Connect; SSO, role, or permission issues
  • Error codes, blank pages, endless spinners, buttons not responding
  • Performance (very slow), timeouts, or printing-to-PDF failures
  • Page layout/visual bugs that are the same across multiple students

Use Academic Record Review (ARR) (records/data) when the audit content looks wrong or needs action:

  • Course is not applying to the correct requirement (major/minor/emphasis/GE/IE)
  • Transfer/AP/IB/test credit posted but not applying as expected
  • Catalog year alignment questions or program/minor/emphasis changes
  • Advisor needs an exception (major/emphasis/minor only) or an existing exception isn’t behaving
  • Degree requirement logic appears inconsistent with the Catalog

If in doubt: submit ARR. The Registrar team can re-route to OIT if it’s purely technical.

What to include when you report

OIT Service Hub ticket (technical)

  • Subject: [MDP] brief issue (e.g., “Can't Sign In”)
  • Details: steps taken, page or button clicked, exact error text
  • Page URL: the address where it failed
  • Student-specific? Include Student ID, term, catalog year (one student per example)
  • Environment: browser + version, date/time, private window tried, cache cleared
  • Screenshot: show the error/section (avoid extra PII)

Academic Record Review (ARR) submission (records/data)

  • Student ID and term
  • What looks wrong: the requirement/block and the expected outcome
  • Evidence: catalog year/section; articulation/TES info if relevant
  • Attachments: audit PDF page or screenshot of the affected block (no SSNs, etc.)
  • Scope: one student per example (avoid extra PII)
  • If asking for an exception: catalog wording, course(s), effective term, brief rationale

How-to submit and route details: Academic Record Review (ARR) – Advisor Guide.

Issue-specific playbook

Access/permissions

  • Verify you are signed in with your UC Merced account.
  • Search for “MyDegreePath” in Connect. If it’s missing, first see Advisors – How to Access; if it still fails, open an OIT ticket.

Audit won’t run

  • Refresh; try a private window; run again.
  • Confirm the student has a declared program/minor/emphasis as expected.
  • If still failing, file an OIT ticket with the exact step and timestamp.

Audit results look wrong (content)

  • Re-run the audit; confirm catalog year and declared components (minor/emphasis).
  • If still wrong, submit an ARR with the affected block and expected outcome.

Transfer/AP/IB credit not applying

Exceptions not applying or needed

  • Advisors may add exceptions for majors, emphases, and minors only.
  • GE or campus-wide requirements use the appropriate petition process (do not add as an exception).
  • See Adding Exceptions. If behavior is incorrect after adding, submit an ARR with a screenshot.

What-If audit seems off

  • Ensure a valid combination: program, catalog year, and any required emphasis/minor.
  • Verify expectations against the Catalog for the chosen year; if inconsistent, submit an ARR.

Performance/loading/printing

  • Try a private window, close extra tabs, and re-run the audit.
  • For printing, use the audit’s Print icon; charts may render differently on paper.
  • Persistent slowness or print failures → Submit an ARR with date/time and browser info.

Privacy & FERPA reminders

  • Include only the minimum data needed (Student ID is sufficient; no SSN).
  • Use official channels (OIT Service Hub, ARR form); avoid email threads with student data.

Known issues

Check the project’s Known Issues list (SharePoint). If your issue matches, add your example there; otherwise, follow the reporting paths above.

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