User's may experience issues with various web applications, or the website itself. Prior to following the escalation path, please troubleshoot the user's issues with the following steps. 

Troubleshooting steps

Do they have internet access?

  • Can they access other websites?

Verify URL

  • Are they going to the URL listed on the applications Info page?
  • Is the URL spelled correctly?


  • Are they accessing the application from on campus?
  • Some applications can only be access off-site via VPN. Check the application page for whether or not this is the case. 

Incognito or Private Window

  • Try multiple browsers.
  • Try clearing cache/cookies.

Can they log into auth?


Do multiple users experience the issue?


If the issue persists after the above troubleshooting, please view specific troubleshooting articles for each web application.

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