Troubleshooting Common Issues in OnBase

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:

• Reset or change password

If this is user's first time accessing 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 user should submit a ticket and include the following details in the ticket:

• Screenshot of the problem
• Detailed summary of the occurrence
• Any error message that may appear on user's screen

Unity or Web Client cannot be launched

If user is experiencing issues when attempting to access the Web Client, and it is not password related please do the following:

• Clear your browsers cache and cookies
• Ensure that browser is up to date
• Ensure that the issue is not due to an extension added to the browser
• Try another browser

If user is experiencing issues when attempting to access the Unity Client, and it is not password related please do the following:

• Please note that client may take a while to launch/load when attempting to log in. Ensure you wait at least 1 minute for the application to open or for the client to load completely.
• Close the application and reopen it.

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:

• The particular client user is attempting to access( if user is attempting to access the web client please include the url of the website in the ticket).
• Any error message that appear on user's screen
• Detailed summary of the occurrence
• Screenshot detailing the problem

Unity or Web Client hangs or does not respond as expected

If the clients are lagging or do not run as expected:

• The client may need to be relaunched. User may try exiting the program completely by right clicking the icon in the system tray and choosing “Exit OnBase.”
• If the problem continues after relaunching, does the problem occur when scanning a document into Unity? If so:
  • Check scanner connections;
  • Check scanner drivers
  • Reboot scanner.
• If the problem is not the scanner, or is caused by other actions:
  • Submit a ticket
  • Provide background in the ticket, such as OS, functions attempted when problem occurred or screenshots of the problem, any error message that may appear, please attach or paste the details of the report into the ticket.

Document is missing or unable to access a document

If 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. ITS will consult with 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:

• User's name
• Document type
• Approximate date range when document was added to OnBase and who added it
• If user has seen the document in the past;
• How the document was added to OnBase (manual import, automated process, etc.).
• Any keywords added to the document
• Any additional details that may be useful

Importing, scanning or indexing documents is not working

If you are experiencing issues when attempting to scan documents into OnBase please try these steps:

• Reboot scanner
• Ensure that scanner is attached and set up properly. You may attempt to scan a document directly onto your computer to test this out and rule out any issues with the Scan function in OnBase.

If you are experiencing issues when importing or sweeping documents in OnBase please ensure or try the following:

• Please ensure that file type/format is supported by OnBase. OnBase can handle a variety of file formats. The most common file types are TIFF's, PDF's and images(JPG, BMP, PNG).
• Document size should not exceed 100 MB.
• Ensure that a Document Type is selected first, to trigger the Browse function, if browse function is grayed out.
• Attempt to import or sweep in different files to rule out any document specific related issue.

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:

• File size
• File type
• Details on whether the issue occurs when importing or sweeping multiple different documents.
• Function/tool being used or accessed
• Screenshot of error message received
• A detailed summary of the occurrence

Unable to reorder or modify pages of documents retrieved

If 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:

• If the document is a pdf file, the document cannot be modified once the indexing/batch processing phase has been completed. User should ensure during batch processing that files are exactly how they need to be before ending the process.
• However, if the document is an image(jpeg, png, jpg etc...) file type, the pages can be modified when retrieved or post batch processing. Pages can be flipped, rotated etc... Please refer to the Batch Processing(Batch Indexing) article for directions.

Unable to delete a document

Only Power User groups have the ability to delete documents in OnBase. 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.

• Power Users Group role: Can Delete, Scan, Index etc..

• Read Only Group role: Can Scan and Index.