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Request Support or Submit a Ticket:
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Forgotten Password, Log In ID or User is “Locked”Access to OnBase requires Single Sign On, which means it is linked to user's NetID. If you are unable to log into any other university accounts including OnBase please do the the following: If this is Useruser's first time accessing OnBase , User should consult with their Department Lead to ensure that they have been granted access to OnBase.: And user has been confirmed to have access, it's possible their account may be locked. User may see the following error message: If user is able to confirm access to their other university accounts using Single-Sign On or same login credentials as OnBase, user should submit a ticket and include the following details in the ticket:
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Unity or Web Client cannot be launchedIf user is experiencing issues when attempting to access the Web Client, and it is not password related please do the following:
If user is experiencing issues when attempting to access the Unity Client, and it is not password related please do the following:
If the problem still persists after user has followed all the steps outline above, user may submit a ticket with the following information included in the ticket:
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Unity or Web Client hangs or does not respond as expectedIf the clients are lagging or do not run as expected:
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Document is missing or unable to access a documentIf a user cannot locate a document, it could be that the document was never added to OnBase, that it has been deleted, it was incorrectly indexed, or the user does not have access to see the document. User should ITS will consult with their Department Lead Group Owner/Manager to confirm that document is missing or that user has been added to proper active directory group. User should submit a ticket to the helpdesk and provide the following information in the ticket:
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Importing, scanning orscanning documentindexing documents is not workingIf you are experiencing issues when attempting to scan documents into OnBase please try these steps:
If you are experiencing issues when importing or sweeping documents in OnBase please ensure or try the following:
If the problem still persists after user has followed all the steps outline above, user may submit a ticket with the following information included in the ticket:
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Unable to reorder or modify pages of documents retrievedIf user is not able to reorder or modify pages of a document once document has been retrieved, please note documents brought into OnBase that have been auto-committed may not be modified:
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Unable to delete a documentOnly Power Users User groups have the ability to delete documents in OnBase, user should reach out to Department Lead for additional support. If user is a power user and does not have the ability to delete a document, they may submit a ticket or if a user requires the ability to delete documents they may submit a ticket.
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