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<div id="divRplyFwdMsg" dir="ltr"><font face="Calibri, sans-serif" style="font-size:11pt" color="#000000"><b>From:</b> Dani Bundy <dbundy@sbctc.edu><br>
<b>Sent:</b> Thursday, August 26, 2021 12:44:26 PM<br>
<b>To:</b> SBCTC All Staff <SBCTCAllStaff@sbctc.edu>; ctclink_poc@lists.ctc.edu <ctclink_poc@lists.ctc.edu><br>
<b>Subject:</b> LAST UPDATE - ctcLink Login Issues and Fixes </font>
<div> </div>
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<p class="x_MsoNormal">Good afternoon, </p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">I am happy to provide the last update in regards to the ctcLink login issues and fixes, as the last issue has been resolved.<span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"></span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<p class="x_xxmsonormal1" style="margin:0in; margin-bottom:.0001pt; line-height:16.0pt; background:white">
<i><u><span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Open Issues</span></u></i></p>
<p class="x_xxmsonormal1" style="margin:0in; margin-bottom:.0001pt; line-height:16.0pt; background:white">
<span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:black">None</span></p>
<p class="x_xxmsonormal1" style="margin:0in; margin-bottom:.0001pt; line-height:16.0pt; background:white">
<b><i><span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"> </span></i></b></p>
<p class="x_xxmsonormal1" style="margin:0in; margin-bottom:.0001pt; line-height:16.0pt; background:white">
<b><i><u><span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Resolved Issues</span></u></i></b></p>
<p class="x_xxmsonormal1" style="margin:0in; margin-bottom:.0001pt; line-height:16.0pt; background:white">
<b><i><span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"> </span></i></b></p>
<p class="x_xxmsonormal1" style="margin:0in; margin-bottom:.0001pt; line-height:16.0pt; background:white">
<i><u><span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">User getting caught in mobile view</span></u></i></p>
<p class="x_xxmsonormal1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<span style="color:black">Issue: User cookies from the HCX Mobile app are being picked up in the Okta gateway portal. Staff can't get back to the gateway portal once this happens.</span></p>
<p class="x_xxmsonormal1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<span style="color:black">Cause: An HCX HighPoint mobile cookie has been identified as the root cause.</span></p>
<p class="x_xxmsonormal1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<span style="color:black">Status: We are testing a fix that removes the urltest cookie when a user logs out.</span></p>
<p class="x_xxxxxxmsolistparagraph1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<span style="color:black">PAST UPDATE: A temporary solution has been put into place with a new HCX HighPoint mobile logout page (see image below). This has been created to remove the HCX cookie and allows the user to proceed back to the HCX mobile springboard or
close their browser tab. If the user closes the browser tab, they will log in to the gateway portal without being redirected back to the mobile view.</span></p>
<p class="x_xxxxxxmsolistparagraph1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<span style="color:black"> </span></p>
<p class="x_xxxxxxmsolistparagraph1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white; break-after:avoid">
<span style="color:black"> <img width="505" height="195" id="x__x0000_i1028" src="cid:image004.png@01D79A78.1869D120" alt="Graphical user interface, text, application, email
Description automatically generated" style="width:5.2638in; height:2.0347in"></span></p>
<p class="x_xxmsocaption0" style="margin-right:0in; margin-bottom:10.0pt; margin-left:0in; background:white">
<i><span style="font-size:9.0pt; color:#44546A">Figure 1 High Point mobile logout page. Showing "You have been logged out of your ctcLink account. You can close your browser. Or go back to mobile site."</span></i></p>
<p class="x_xxxxxxmsolistparagraph1" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<span style="color:black">New UPDATED: <b> User can now open Mobile site (m.ctclink.us) and regular ctcLink webpage (gateway.ctclink.us) in the same browser session.</b></span></p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Thank you,<span style="font-size:12.0pt"> </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<div>
<p class="x_MsoNormal" style="text-autospace:none"><img width="60" height="113" src="cid:image005.jpg@01D79A78.1869D120" align="left" hspace="12" alt="Compass" style="width:.625in; height:1.1736in"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Dani
Bundy </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Director of ctcLink PeopleSoft Customer Support</span><span style="color:#1F497D"></span></p>
</div>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<div>
<div style="border:none; border-top:solid #E1E1E1 1.0pt; padding:3.0pt 0in 0in 0in">
<p class="x_MsoNormal"><b>From:</b> Dani Bundy <br>
<b>Sent:</b> Monday, August 23, 2021 9:23 AM<br>
<b>To:</b> ctclink_poc@lists.ctc.edu; SBCTC All Staff <SBCTCAllStaff@sbctc.edu><br>
<b>Subject:</b> NEW UPDATES - ctcLink Login Issues and Fixes </p>
</div>
</div>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal"><span style="color:#1F497D">Good Morning, </span></p>
<p class="x_MsoNormal"><span style="color:#1F497D"> </span></p>
<p class="x_MsoNormal"><span style="color:#1F497D">Below are some updates to the login issues and new fixes that have been put into place. Please reach out if there are any questions about this information.
</span><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"></span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<p class="x_xxmsonormal0" style="line-height:16.0pt; background:white"><b><i><u><span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Resolved Issues</span></u></i></b><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="line-height:16.0pt; background:white"><span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"> </span></p>
<p class="x_xxmsonormal0" style="line-height:16.0pt; background:white"><span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">The spinning wheel at the login page</span><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Issue: Users get hung up in the login process.</span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: This was due to an OKTA/OAG change made in version 6 that changed the way some site cookies are handled.</span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Fixed: <b>A fix has been put into place that now stops the spinning wheel at login due to the older supported ctcLink browser version. Also, if a user is using an older unsupported browser, they will receive a browser
warning message telling them, "You are on an unsupported browser version. Please update your browser to avoid any login and general ctcLink issues." We have found during this Okta deployment that other ctcLink issues may also be resolved by using a browser
supported by PeopleSoft. Below is a list of the current browser versions supported by PeopleSoft and a sample of the browser message.</b></span></p>
<p class="x_xxmsonormal0" style="background:white"><b><span style="color:black"> </span></b></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<b><i><u><span style="color:black">Please pass this information on to your local help desk and ask them to check the users' browser version during any ctcLink troubleshooting.</span></u></i><span style="color:black"> </span></b><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<b><span style="color:black"> </span></b><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<b><span style="color:black">ctcLink Reference Center for Okta - <a href="http://ctclinkreferencecenter.ctclink.us/m/79750/c/363391">http://ctclinkreferencecenter.ctclink.us/m/79750/c/363391</a></span></b><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black"> </span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black"> </span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; page-break-after:avoid; background:white">
<span style="color:black"><img border="0" width="624" height="227" id="x_Picture_x0020_1" src="cid:image006.png@01D79A78.1869D120" alt="Graphical user interface, application
Description automatically generated" style="width:6.5in; height:2.368in"></span></p>
<p class="x_MsoCaption">Figure 1- Image states " You are on an unsupported browser version. Please update your browser to avoid any login and general ctcLink issues.<span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black"> </span></p>
<p class="x_xxxmsonormal" style="background:white"><b><i><u><span style="color:black">Minimum</span></u></i></b><i><u><span style="color:black"> <b>browser version</b></span></u></i><span style="color:black"></span></p>
<table class="x_MsoNormalTable" border="0" cellspacing="0" cellpadding="0" style="background:white; border-collapse:collapse">
<tbody>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><b>Browsers</b></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border:solid windowtext 1.0pt; border-left:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black"> </span></p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">Apple Safari</span></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">1 Release (12)</span></p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">Google Chrome</span></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">1 Release (69)</span></p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">Microsoft Edge</span></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">2 Releases (79.0.309.71, 42+)</span></p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">Microsoft Internet Explorer</span></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">1 Release (11)</span></p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">Mozilla Firefox</span></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xxxmsonormal" style="line-height:11.65pt"><span style="color:black">2 Releases (62, 60 ESR)</span></p>
</td>
</tr>
</tbody>
</table>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black"> </span></p>
<p class="x_xxmsonormal0" style="line-height:16.0pt; background:white"><span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Students seeing a strange page, unable to get to the login page</span><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Issue: Non-English language login page error. Some users are missing the ctcLink/Okta login page in the login frame.</span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: This is due to a bug in the Okta login widget when java i18n was used to customize the text areas in the Okta login widget.</span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Fixed: <b>A fix has gone into place that allows the java i18n not to interfere with anything language login process.</b></span></p>
<p class="x_xxmsonormal0" style="background:white"><span style="color:black"> </span></p>
<p class="x_xxmsonormal0" style="background:white"><span style="color:black"> </span></p>
<p class="x_xxmsonormal0" style="line-height:16.0pt; background:white"><i><u><span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Open Issue</span></u></i><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="background:white"><span style="color:black"> </span></p>
<p class="x_xxmsonormal0" style="line-height:16.0pt; background:white"><span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">User getting caught in mobile view</span><span style="color:black"></span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Issue: User cookies from the HCX Mobile app are being picked up in the Okta gateway portal. Staff can't get back to the gateway portal once this happens.</span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: An HCX HighPoint mobile cookie has been identified as the root cause.</span></p>
<p class="x_xxmsonormal0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Status: We are testing a fix that removes the urltest cookie when a user logs out.</span></p>
<p class="x_xxxxxxmsolistparagraph0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">PAST UPDATE: A temporary solution has been put into place with a new HCX HighPoint mobile logout page (see image below). This has been created to remove the HCX cookie and allows the user to proceed back to the HCX mobile springboard or
close their browser tab. If the user closes the browser tab, they will log in to the gateway portal without being redirected back to the mobile view.</span></p>
<p class="x_xxxxxxmsolistparagraph0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black"> </span></p>
<p class="x_xxxxxxmsolistparagraph0" style="margin-left:1.0in; text-indent:-1.0in; background:white; break-after:avoid">
<span style="color:black"> <img border="0" width="505" height="195" id="x_Picture_x0020_2" src="cid:image009.png@01D79A78.1869D120" alt="Graphical user interface, text, application, email
Description automatically generated" style="width:5.2638in; height:2.0347in"></span></p>
<p class="x_xxmsocaption" style="margin-bottom:10.0pt; background:white"><i><span style="font-size:9.0pt; color:#44546A">Figure 1 High Point mobile logout page. Showing "You have been logged out of your ctcLink account. You can close your browser. Or go back
to mobile site."</span></i></p>
<p class="x_xxxxxxmsolistparagraph0" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">New UPDATED: <b>We have a fix we are working on implementing in production. The fix will be the same process flow as above, with one exception, when a user lands on the mobile page, the HCX cookie will not be applied until the user
logins. </b></span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; color:black"> </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D">Thank you,
</span></p>
<div>
<p class="x_MsoNormal" style="text-autospace:none"><img width="60" height="113" src="cid:image010.jpg@01D79A78.1869D120" align="left" hspace="12" alt="Compass" style="width:.625in; height:1.1736in"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Dani
Bundy </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Director of ctcLink PeopleSoft Customer Support</span><span style="color:#1F497D"></span></p>
</div>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<div>
<div style="border:none; border-top:solid #E1E1E1 1.0pt; padding:3.0pt 0in 0in 0in">
<p class="x_MsoNormal"><b>From:</b> Dani Bundy <br>
<b>Sent:</b> Friday, August 13, 2021 9:57 PM<br>
<b>To:</b> <a href="mailto:ctclink_poc@lists.ctc.edu">ctclink_poc@lists.ctc.edu</a>; SBCTC All Staff <<a href="mailto:SBCTCAllStaff@sbctc.edu">SBCTCAllStaff@sbctc.edu</a>><br>
<b>Subject:</b> NEW UPDATE - ctcLink Login Issues and Fixes </p>
</div>
</div>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Good Evening,</p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Providing some additional updates about the ctclink login issues and fixes below.
<span style="color:#1F497D"></span></p>
<p class="x_xxmsonormal" style="margin-top:9.0pt; line-height:16.0pt; text-autospace:none">
<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Spinning wheel at the login page</span></p>
<p class="x_xxmsonormal" style="margin-left:1.0in; text-indent:-1.0in">Issue: Users get hung up in the login process.</p>
<p class="x_xxmsonormal" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: Random callback loops (automatic actions based on code), possibly related to session cookie naming conflicts between load balancers (the method of distributing incoming application traffic).</span></p>
<p class="x_xxmsonormal" style="margin-left:1.0in; text-indent:-1.0in">Previous Status: <span style="color:black">Actively investigating and working with Okta Support to determine the issue. </span></p>
<p class="x_xxmsonormal" style="margin-left:1.25in; text-indent:-.25in; background:white">
<span style="font-family:Symbol; color:#1F497D">·</span><span style="font-size:7.0pt; font-family:"Times New Roman",serif; color:#1F497D">
</span><span style="color:black">Logs are indicating " RESULT="DENY" REASON="INVALID_AUTHCOOKIE"</span></p>
<p class="x_xxmsonormal" style="margin-left:1.25in; text-indent:-.25in; background:white">
<span style="font-family:Symbol; color:#1F497D">·</span><span style="font-size:7.0pt; font-family:"Times New Roman",serif; color:#1F497D">
</span><span style="color:black">It appears users are moving between worker cluster nodes during a session, resulting in a session cookie being invalid. This results in a user going into a loop or being logged out of a session.</span></p>
<p class="x_xxxxxxmsolistparagraph" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<b><span style="color:black">UPDATED Fix:</span></b><span style="color:black"> <b> It has been discovered that the spinning wheel at login has been caused by an unsupported browser version for both Okta and ctcLink. Below are the minimum browser versions
that are supported by ctcLink. </b></span></p>
<p class="x_xmsonormal"><b><i><u>Minimum</u></i></b><i><u> <b>browser version</b></u></i></p>
<table class="x_MsoNormalTable" border="0" cellspacing="0" cellpadding="0" style="border-collapse:collapse">
<tbody>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal"><b>Desktop Applications, Browsers and Clients</b></p>
</td>
<td width="354" valign="top" style="width:265.5pt; border:solid windowtext 1.0pt; border-left:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal"> </p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Apple Safari</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">1 Release (12) </p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Google Chrome </p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">1 Release (69)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">IBM DB2 Client</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">2 Releases (11.1, 10.5) </p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">IBM DB2 Connect</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">2 Releases (11.1, 10.5)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Microsoft Edge </p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">2 Releases (79.0.309.71, 42+)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Microsoft Excel</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">5 Releases (2019,2016,2013,2010,365)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Microsoft Internet Explorer</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">1 Release (11)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Microsoft SQL Server Client </p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">4 Releases (2019,2017,2016,2014)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Microsoft Word</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">2 Releases (2016,2013)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Mozilla Firefox</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">2 Releases (62, 60 ESR)</p>
</td>
</tr>
<tr>
<td width="294" valign="top" style="width:220.25pt; border:solid windowtext 1.0pt; border-top:none; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">Oracle Database Client</p>
</td>
<td width="354" valign="top" style="width:265.5pt; border-top:none; border-left:none; border-bottom:solid windowtext 1.0pt; border-right:solid windowtext 1.0pt; padding:0in 5.4pt 0in 5.4pt">
<p class="x_xmsonormal">4 Releases (19.0.0.0.0, 18.0.0.0.0, 12.2.0.1.0, 12.1.0.2.0)</p>
</td>
</tr>
</tbody>
</table>
<p class="x_xmsonormal"><b><span style="font-size:12.0pt; color:#0071CE">Students seeing a strange page, unable to get to the login page<br>
</span></b><span style="color:black">Issue: Non-English language login page error. Some users are missing the ctcLink/Okta login page in the login frame.<br>
Cause: Under investigation<br>
Previous Status: We have initiated a case file with Okta Support to identify the root cause.</span><b><span style="font-size:12.0pt; color:#0071CE"></span></b></p>
<p class="x_xxmsonormal" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<b><span style="color:black">UPDATED Status: We have been able to reproduce the missing login page for certain languages in the browser. Updated logs have been sent to Okta support and we are currently working with them to resolve the issue. Temporary work
arounds are to use English as the browser language or use a non-incognito browser.</span></b></p>
<p class="x_MsoNormal"><b><span style="color:black"> </span></b></p>
<p class="x_MsoNormal"><b><span style="color:black">Fix ETA: <span style="background:white">Wednesday, Aug. 18, 2021</span></span></b></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<p class="x_MsoNormal">Please let me know if there are any questions or additional issues.
</p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Thank you,<span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif">
<span style="color:#1F497D"></span></span></p>
<div>
<p class="x_MsoNormal" style="text-autospace:none"><img width="60" height="113" src="cid:image010.jpg@01D79A78.1869D120" align="left" hspace="12" alt="Compass" style="width:.625in; height:1.1736in"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Dani
Bundy </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Director of ctcLink PeopleSoft Customer Support</span><span style="color:#1F497D"></span></p>
</div>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<div>
<div style="border:none; border-top:solid #E1E1E1 1.0pt; padding:3.0pt 0in 0in 0in">
<p class="x_MsoNormal"><b>From:</b> Dani Bundy <br>
<b>Sent:</b> Friday, August 6, 2021 9:59 PM<br>
<b>To:</b> <a href="mailto:ctclink_poc@lists.ctc.edu">ctclink_poc@lists.ctc.edu</a>; SBCTC All Staff <<a href="mailto:SBCTCAllStaff@sbctc.edu">SBCTCAllStaff@sbctc.edu</a>><br>
<b>Subject:</b> UPDATE - ctcLink Login Issues and Fixes </p>
</div>
</div>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Good evening, </p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Providing some additional updates that have been addressed to the open ctcLink login issues.<span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"></span></p>
<p class="x_MsoNormal" style="margin-top:9.0pt; line-height:16.0pt; text-autospace:none">
<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Spinning wheel at the login page</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Issue: Users get hung up in the login process.</p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: Random callback loops (automatic actions based on code), possibly related to session cookie naming conflicts between load balancers (the method of distributing incoming application traffic).</span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Status:
<span style="color:black">Actively investigating and working with Okta Support to determine the issue. </span></p>
<p class="x_MsoNormal" style="margin-left:1.25in; text-indent:-.25in; background:white">
<span style="font-family:Symbol; color:#1F497D">·</span><span style="font-size:7.0pt; font-family:"Times New Roman",serif; color:#1F497D">
</span><span style="color:black">Logs are indicating " RESULT="DENY" REASON="INVALID_AUTHCOOKIE"</span></p>
<p class="x_MsoNormal" style="margin-left:1.25in; text-indent:-.25in; background:white">
<span style="font-family:Symbol; color:#1F497D">·</span><span style="font-size:7.0pt; font-family:"Times New Roman",serif; color:#1F497D">
</span><span style="color:black">It appears users are moving between worker cluster nodes during a session, resulting in a session cookie being invalid. This results in a user going into a loop or being logged out of a session.</span></p>
<p class="x_xxxxmsolistparagraph" style="margin-right:0in; margin-bottom:0in; margin-left:1.0in; margin-bottom:.0001pt; text-indent:-1.0in; background:white">
<b><span style="color:black">UPDATED Fix:</span></b><span style="color:black"> </span><b>A temporary solution has been put into place to stop the spinning wheel at login. We are still investigating the root cause for a permanent fix.
</b></p>
<ul type="disc" style="margin-top:0in">
<li class="x_xxxxmsolistparagraph" style="margin-top:0in; margin-bottom:0in; margin-left:.75in; margin-bottom:.0001pt; background:white">
<b>If users are still experiencing the spinning wheel at the login, please let us know by providing a timestamp and the user ID that is having this issue.</b></li></ul>
<p class="x_MsoNormal" style="margin-top:9.0pt; line-height:16.0pt; text-autospace:none">
<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">User getting caught in mobile view</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Issue: User cookies from the HCX Mobile app are being picked up in the Okta gateway portal. Staff can't get back to the gateway portal once this happens.</p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: An HCX HighPoint mobile cookie has been identified as the root cause.</span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Status: We are testing a fix which removes the urltest cookie when a user logs out.</span></p>
<p class="x_xxxxmsolistparagraph" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<b><span style="color:black">UPDATED Fix: : </span>A temporary solution has been put into place with a new HCX HighPoint mobile logout page (see image below). This has been created to remove the HCX cookie and allows the user to proceed back to the HCX mobile
springboard or close their browser tab. If the user closes the browser tab, they will be able to login to the gateway portal without being redirected back to the mobile view.
</b></p>
<p class="x_xxxxmsolistparagraph" style="margin-left:1.0in; text-indent:-1.0in; page-break-after:avoid; background:white">
<span style="color:black"> <img border="0" width="505" height="195" id="x_x_Picture_x0020_1" src="cid:image011.png@01D79A78.1869D120" style="width:5.2638in; height:2.0347in"></span></p>
<p class="x_MsoCaption">Figure 1 High Point mobile logout page. Showing "You have been logged out of your ctcLink account. You can close your browser. Or go back to mobile site."</p>
<p class="x_xxxxmsolistparagraph" style="background:white">Please reach out if you have additional questions.
</p>
<p class="x_xxxxmsolistparagraph" style="background:white">Thank you, </p>
<div>
<p class="x_MsoNormal" style="text-autospace:none"><img width="60" height="113" src="cid:image012.jpg@01D79A78.1869D120" align="left" hspace="12" alt="Compass" style="width:.625in; height:1.1736in"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Dani
Bundy </span></p>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F3864">Director of ctcLink PeopleSoft Customer Support</span><span style="color:#1F497D"></span></p>
</div>
<p class="x_MsoNormal"><span style="font-size:12.0pt; font-family:"Segoe UI Light",sans-serif; color:#1F497D"> </span></p>
<div>
<div style="border:none; border-top:solid #E1E1E1 1.0pt; padding:3.0pt 0in 0in 0in">
<p class="x_MsoNormal"><b>From:</b> Dani Bundy <br>
<b>Sent:</b> Friday, August 6, 2021 8:35 AM<br>
<b>To:</b> <a href="mailto:ctclink_poc@lists.ctc.edu">ctclink_poc@lists.ctc.edu</a><br>
<b>Subject:</b> ctcLink Login Issues and Fixes Update</p>
</div>
</div>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Dear ctcLink College & SBCTC Points of Contact and SBCTC staff:</p>
<p class="x_MsoNormal" style="line-height:14.0pt; text-autospace:none"><span style="color:black"> </span></p>
<p class="x_MsoNormal" style="line-height:14.0pt; text-autospace:none"><span style="color:black">The ctcLink Login process was upgraded on Saturday, July 31, 2021 with new Okta identity verification and security preferences. SBCTC’s IT Support team is actively
working to respond to several reported issues. See below for current open issues and resolved/fixed issues.
</span></p>
<p class="x_MsoNormal"> </p>
<p class="x_MsoNormal">Thank you for your feedback and patience as we resolve these items.</p>
<p class="x_MsoNormal"><i> </i></p>
<p class="x_MsoNormal"><i>Please share this message as appropriate.</i></p>
<p class="x_MsoNormal" style="margin-top:9.0pt; line-height:16.0pt; text-autospace:none">
<span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Open Issues</span></p>
<p class="x_MsoNormal" style="margin-top:9.0pt; line-height:16.0pt; text-autospace:none">
<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Spinning wheel at the login page</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Issue: Users get hung up in the login process.</p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in; background:white">
<span style="color:black">Cause: Random callback loops (automatic actions based on code), possibly related to session cookie naming conflicts between load balancers (the method of distributing incoming application traffic).</span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Status:
<span style="color:black">Actively investigating and working with Okta Support to determine the issue. </span></p>
<p class="x_MsoNormal" style="margin-left:1.25in; text-indent:-.25in; background:white">
<span style="font-family:Symbol; color:#1F497D">·</span><span style="font-size:7.0pt; font-family:"Times New Roman",serif; color:#1F497D">
</span><span style="color:black">Logs are indicating " RESULT="DENY" REASON="INVALID_AUTHCOOKIE"</span></p>
<p class="x_MsoNormal" style="margin-left:1.25in; text-indent:-.25in; background:white">
<span style="font-family:Symbol; color:#1F497D">·</span><span style="font-size:7.0pt; font-family:"Times New Roman",serif; color:#1F497D">
</span><span style="color:black">It appears users are moving between worker cluster nodes during a session, resulting in a session cookie being invalid. This results in a user going into a loop or being logged out of a session.</span></p>
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<span style="color:black">Fix Estimated: Tuesday, Aug. 10, 2021</span></p>
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<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">User getting caught in mobile view</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Issue: User cookies from the HCX Mobile app are being picked up in the Okta gateway portal. Staff can't get back to the gateway portal once this happens.</p>
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<span style="color:black">Cause: An HCX HighPoint mobile cookie has been identified as the root cause.</span></p>
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<span style="color:black">Status: We are testing a fix which removes the urltest cookie when a user logs out.</span></p>
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<span style="color:black">Fix ETA: Tuesday, Aug. 10, 2021</span></p>
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<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Students seeing a strange page, unable to get to the login page</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
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<span style="color:black">Issue: Non-English language login page error. Some users are missing the ctcLink/Okta login page in the login frame.</span></p>
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<span style="color:black">Cause: Under investigation</span></p>
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<span style="color:black">Current status: We have initiated a case file with Okta Support to identify the root cause.</span></p>
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<span style="color:black">Fix ETA: To be determined</span></p>
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<span style="font-size:14.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Resolved/Fixed Issues
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<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Pillar logout issues
</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
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<span style="color:black">Issue: When the "Logout" link was used, it was taking about two minutes to complete.</span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Cause: PeopleSoft internal single sign-on (SSO) feature was not communicating with each server and but instead with the user's browser session.</p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in">Fix: A new internal communication path allows a server to not use Okta Gateway as a proxy for portal communications while performing a server-to-server call (two or more
servers communicating directly with each other).</p>
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<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">Active Directory (AD) password changes not populating local PeopleSoft pillars for W2 and W4 functions</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
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<span style="color:black">Issue: Password changes in Okta needed to not only be synced with ctcLink AD, but also into each pillar (except portal).</span></p>
<p class="x_MsoNormal" style="margin-left:1.0in; text-indent:-1.0in"><span style="color:black; background:white">Cause: Testing found that some functions in PeopleSoft require PeopleSoft Authentication.</span><span style="font-size:12.0pt; color:black"></span></p>
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<span style="color:black">Fix: We created a SCIM/API/Lambda function to push password changes into the needed PeopleSoft pillars.</span></p>
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<span style="font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE">PeopleSoft (PS) Mobile Token Conflict</span><span style="font-size:12.0pt; font-family:"Franklin Gothic Medium",sans-serif; color:#0071CE"></span></p>
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<span style="color:black">Issue: Mobile Guest PS Token is not being removed or overwritten during the login process. (PS Token is a cookie embedded into the browser memory of a user authenticated by the PS web server. As long as the cookie
is active, a user can browse that PS application without entering login details again.)</span></p>
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<span style="color:black">Cause: When a user first goes to the HCX Mobile portal, they log in as a Guest. This creates a Guest PS Token which was then getting cached (stored) in the user's browser session, interfering with future logins.</span></p>
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<span style="color:black">Fix: Okta Access Gateway now deletes the guest PS Token during the login process.</span></p>
<p class="x_MsoNormal" style="margin-top:12.0pt">If you have questions, please reach out and I will connect you with the technical team.</p>
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<p class="x_MsoNormal">Thank you,</p>
<p class="x_MsoNormal"><img width="60" height="113" src="cid:image013.png@01D79A78.1869D120" align="left" hspace="12" alt="Title: SBCTC logo - Description: Compass" style="width:.625in; height:1.1736in"></p>
<p class="x_MsoNormal">Dani Bundy</p>
<p class="x_MsoNormal">ctcLink PeopleSoft Customer Support Director</p>
<p class="x_MsoNormal">Washington State Board for Community and Technical Colleges</p>
<p class="x_MsoNormal"><a href="mailto:dbundy@sbctc.edu">dbundy@sbctc.edu</a> • c: 360-619-8960 o: 360-704-1028 • sbctc.edu</p>
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