Troubleshooting
Authentication & Access Issues
Section titled “Authentication & Access Issues”Solution: Use the “Forgot Password” link on the login screen
- Click the “Forgot Password” link on the login page
- Enter your email address
- Check your email for reset instructions
- If no email arrives, contact your administrator
Solution: Contact your system administrator
- Accounts may be locked after multiple failed login attempts
- Inactive accounts need administrator reactivation
- Provide your username/email when contacting support
Solution: Clear browser cache and try again
- Clear your browser cache and cookies
- Close and reopen your browser
- Try logging in again
- If problem persists, try a different browser
Check: Your user role permissions
- Some features are role-specific
- Contact administrator if you need additional access
- Refresh the page to ensure latest permissions are loaded
Request & Task Problems
Section titled “Request & Task Problems”Check: All required fields are completed
- Look for highlighted missing fields
- Ensure all required information is provided
- Check that file attachments (if any) are properly uploaded
- Try saving as draft first, then submitting
Check: Your drafts folder first
- Check the “Drafts” section - requests auto-save
- Use the search function to locate by keywords
- Check different status filters
- Contact Operations Support if still missing
Solution: Contact Operations Support immediately
- Email or call Operations Support as soon as possible
- Provide the request ID number
- Specify what needs to be corrected
- They may be able to update before processing begins
Check: Date range and filters
- Verify you’re looking in the correct date range
- Check task status filters
- Refresh the page to load latest assignments
- Contact task creator if tasks are still missing
Check: Task assignment permissions
- Only assigned users can update specific subtasks
- Verify you’re assigned to the correct subtask
- Check if the task deadline has passed
- Contact the task owner if access is needed
Schedule & Data Issues
Section titled “Schedule & Data Issues”Solution: Refresh and check status
- Refresh the page to see latest updates
- Check if changes are still in “Draft” status
- Verify the effective date of changes
- Contact Operations Support if changes are approved but not visible
Check: Role permissions and team assignments
- Verify you have permission to view team schedules
- Check you’re assigned to the correct team
- Ensure you’re looking at the right date range
- Contact administrator if access should be granted
Solution: Contact Operations Support
- This requires technical intervention
- Operations Support will retry the synchronization
- Provide the specific schedule or date affected
- Check back in 30 minutes for sync completion
Solution: Check connection and retry
- Verify your internet connection is stable
- Try saving again
- Copy your work before refreshing if possible
- Contact support if problem continues
Technical Issues
Section titled “Technical Issues”Solution: Check connection and browser
- Test your internet connection speed
- Close other browser tabs and applications
- Try refreshing the page
- Clear browser cache if problem persists
Supported browsers: Latest versions recommended
- Supported: Chrome, Firefox, Safari, Edge
- Action: Update to the latest browser version
- Alternative: Try a different supported browser
- Internet Explorer is not supported
Getting Help
Section titled “Getting Help”For: Request, task, schedule, and workflow issues
- Request processing and status questions
- EOS task assignments and updates
- Schedule conflicts and changes
- General system usage questions
For: Access, accounts, and permissions
- Login and authentication problems
- User account creation or modifications
- Role and permission changes
- System configuration issues
For urgent issues affecting operations
- Contact Operations Support immediately
- Provide specific error messages if any
- Include the steps that led to the problem
- Mention if the issue affects multiple users