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 Diagnosing ESS Issues

Suggested questions to ask:
  • What browser are you using? What version?
  • What is the error message, if any?
  • Are you on your home computer or at work?
  • If there is no error message, exactly what is happening? What is the user doing, and what is the computer doing in response?

What to do:
  • If the user doesn't know his user ID or password, look him up on Gateway. Give him his user ID and click here for password reset instructions.
  • Ensure that the user's browser is either Internet Explorer 5.5 or higher, or Netscape 7.X. Internet Explorer can be downloaded or upgraded free through www.microsoft.com.
  • If the caller is using AOL, suggest he try using Internet Explorer if he has it available. Internet Explorer can be downloaded or upgraded free through www.microsoft.com.
  • If the user is getting Invalid Username or Password message, ensure that the caps lock key is not on, and that all characters are being typed in lower case.
  • If the user is on Internet Explorer 6.0 and is getting thrown back to the login screen again and again, he probably needs to apply the Q831167 patch. Click here for instructions.
  • Ask the user what user ID and password he is using.
    1. Make sure the user is entering his email user ID and password and NOT his six-digit employee ID number.
    2. Try the user ID and password yourself in ESS.
    3. Look him up by name on Gateway and determine his correct user ID.
    4. Reset the password if the one he gives you doesn't work. Click here for password reset instructions.
  • Clear the cache files. For instructions, click below on the appropriate browser type:
  • If the user knows his user ID and password and can use them to get into Messenger Express, but cannot get into ESS, he may be locked out of his account.
    1. Sign into ESS with your own ID and password.
    2. Click on People Tools/Maintain Security/User/User Profiles.
    3. Type in the user ID and click on Search.
    4. If the box for Account is locked out? is checked, uncheck it and click Save at the bottom.
  • If the user is not on an ESS kiosk at a Jeffco site, suggest that she use the ESS kiosk at her work site, or visit the Education Center in Denver West (see map for location).