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Instructions of how to deal with problems with BrioQuery not allowing access.

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Overview

The client cannot connect to MySlice. When he/she attempts to login using a valid NetID and password, the following error message appears: "An error has occurred." You may attempt to sign in again. If your attempt fails, please contact your system administrator. Please close this window and login to MySlice again. The message "Session has expired" is also often displayed in conjunction with "An error has occurred."

Error Troubleshooting

The most frequent reason for this occurrence is a synchronization problem between the server clock and the clock on the client computer. Other factors that could contribute are stale session cookies or cache files on the customer's computer. The following usage habits can contribute to the occurrence of the problem:

  • Connecting to MySlice from a computer that has not been rebooted in a long time.
  • Terminating a MySlice session by clicking the "X" in the top right corner of the window, rather than by clicking "Sign Out."
  • Spawning MySlice Internet Explorer (IE) windows by using Ctrl-N.
  • Connecting to MySlice from multiple IE windows on a single computer.

Solution

To resolve the situation, direct the customer to take the following actions:

A cold reboot of the computer is the most effective resolution, and should be the first course of action. Direct the customer to:

  1. Save all work and close all open files.
  2. Close all applications.
  3. Perform a shutdown/power-off of the system.
  4. Start the system using the power button.
  5. Launch IE and login to MySlice. If problems persist, proceed to the next step.

Deletion of Temporary Internet files (i.e., cache files) and cookies is the next recommended course of action.

Direct the customer to:

  1. Close all but one Internet Explorer (IE) windows.
  2. In the remaining IE window click Tools > Internet Options...
  3. On the General Tab beneath Temporary Internet files click the "Delete Files..." button. On the "Delete Files" dialog box, check the "Delete all offline content" box, then click OK
  4. Close all instances of Internet Explorer.
  5. Launch IE and login to MySlice. If problems persist, proceed to the next step.
  6. Deletion of Cookies is the last recommended course of action. Since deleting cookies is a potentially destructive activity, explain that after doing so the customer may observe changes in the way the IE application behaves, e.g., saved passwords and site preferences may be lost, etc.
  7. Close all but one Internet Explorer (IE) windows.
  8. In the remaining IE window click Tools > Internet Options...
  9. On the General Tab beneath Temporary Internet files click the "Delete Cookies" button, then click "OK" to the question "Delete all cookies in the Temporary Internet Files folder?
  10. Close all instances of Internet Explorer.
  11. Launch IE and login to MySlice.

Procedure For Continued Issues

If problems persist after the actions described above have been taken, create an Orange Tracker issue for the customer providing all the information the client reports (ie, problem, error messages, browser type and version) as well as attempted resolutions (rebooting, cache & cookie deletion, etc), then move the issue to the "Enterprise Services Support" project.


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