Troubleshooting
You must have an IU Network ID, a SafeWord Card and have been granted access to a PeopleSoft Web-Client, Information Environment, and/or E-Docs in order to access these applications. (NOTE: IUIE does not require a SafeWord Card.) This troubleshooting guide makes the assumption that a User Access Request for these HRMS applications has already been completed.
Workstation Requirements:
PeopleSoft 8.0 features web-based application architecture, called the PeopleSoft Internet Architecture (PIA). This means that processing takes place on the application servers instead of the user workstation. PeopleSoft has specified minimum workstation requirements and has also supplied “recommended” workstation requirements for power users.
|
|
Recommended |
|
RAM |
256 MB |
|
Processor |
800 MHZ Pentium or MAC equivalent 400 MHz PowerPC G4 |
Browsers & Platforms:
HRMS E-Docs:
The HRMS E-Docs application is web based and is delivered to end-users via the OneStart portal. Supported workstation Operating Systems (OS) and Browsers for E-Docs include:
Windows Platforms:
OS: XP, Windows 2000, NT
Browsers: IE 5.5 and above (with 128 bit security and per-session cookies enabled)
Mac Platforms:
OS: OSX, OS9, OS10.3
Browsers: IE 5.0 and above
UNIX Platforms
OS: Linux, Solaris
Browsers: Mozilla 1.0 and above
Workstations running Windows NT should be current on service packs and patches to avoid problems running the application.
HRMS Web-Client:
The PeopleSoft application runs via a web browser on the user’s workstation. Please note that support for browsers can change over time. PeopleSoft currently supports the following workstation operating systems and platforms. Internet Explorer is the recommended browser.
· Windows XP
o Firefox 1.0
o Mozilla 1.7
o Internet Explorer 6.0
o Netscape 7
· Windows Server 2003
o Foxfire 1.0
o Internet Explorer 6
o Mozilla 1.7
· Windows 2000
o Foxfire 1.0
o Mozilla 1.7
o Internet Explorer 6.0
o Internet Explorer 5.5
o Netscape 7
· Unix
o Foxfire 1.0
o Mozilla 1.7
· Mac OS X
o Foxfire 1.0
o Mozilla 1.7
o Internet Explorer 5.2
o Netscape 7
o Safari 1.2 (Mac OS X 10.3.4 or greater)
· Linux
o Firefox 1.0
o Mozilla 1.7
o Netscape 7
JavaScript and cookies must be enabled to access the PeopleSoft 8.0 Web-Client.
IU Network ID
Your Network ID is your electronic identity at Indiana University and consists of two things: a username and a passphrase (often referred to as your network passphrase).
What can I do with a Network ID?
You need a Network ID to log into your e-mail account, to access HRMS and other University systems, to create additional accounts, to obtain software via IUware Online, to dial-in to IU systems from home, and so on.
Do I have a Network ID?
If you obtained your first IU computing accounts after January 1, 1994, than you received a Network ID at that time.
I don't have a Network ID. How do I get one?
To obtain a Network ID, you must be a student, faculty or staff member at Indiana University.
· If you are an admitted student, or a faculty or staff member whose paperwork has been processed by IU Human Resources (HR), you can create your first Indiana University computing accounts by using the Account Management System (AMS). You will need to use your last name, your birth date, and either the last 4 digits of your 9-digit IU student ID number, or your full 10-digit University ID (UID), to log into the service. To access the AMS go to: https://itaccounts.iu.edu/
· If you are IPFW faculty or staff, contact the IPFW IT office at 260-481-6030 to obtain your Network ID.
For more information see the Knowledge Base document How do I get my first computing accounts at IU?
Can I change my network password?
If you have a Network ID and would like to change your password, use the Passphrase Maintenance utility at: https://passphrase.iu.edu/ . This will also reset your passwords on most other UITS shared central systems.
I've forgotten my network password. What can I do?
If you have forgotten your Network ID password, see the Knowledge Base document At IU, if I forget my password on a UITS shared central system, what should I do?
For more information, go to the IU Knowledge Base @ http://kb.indiana.edu/
SafeWord Card
A SafeWord card is a random password generating card that is used in conjunction with your Network ID and password. This card is associated with your Network ID so that only you can use it. SafeWord authentication is required to access HRMS PeopleSoft Web-Client and E-Doc applications.
Department Heads/Coordinators: To have a SafeWord Card linked to your employee’s Network ID; please contact ITPO ADMINISTRATIVE ACCOUNTS - secaccts@indiana.edu
If you have a problem with your SafeWord Card, please contact your departmental coordinator or your campus computing Support Center. (See listing in this document.)
CAS Login:
To login to the HRMS Web-client and E-Doc applications you will utilize the Central Authentication Service (CAS). You must first enter your IU Network ID and Passphrase, and then perform SafeWord Card authentication. As a feature of CAS authentication, you may logout of PeopleSoft but you will remain authenticated as long as that browser session remains open. CAS sessions will time-out overnight if you leave your browser session open. A CAS session ends when you close your browser.
Before you attempt to login using CAS, you should perform passphrase synchronization using the IU passphrase utility https://passphrase.iu.edu/. It is not necessary to change your passphrase when you use this utility; however, passphrases must conform to the passphrase rules listed on the “Passphrase Maintenance” page.
More information on this function can be found in the UITS Knowledgebase: What is IU's Passphrase Maintenance utility? Please wait 30 minutes after running the password utility to allow your new passphrase to be distributed to all systems.
If you encounter login problems, close your browser and try again. This will clear out any remaining CAS cookies and tickets and may solve the problem.
For Passphrase resets that are not corrected by using the Passphrase Maintenance function, please visit your local UITS Support Center to have a passphrase “super” reset performed. (See listing in this document.)
OneStart:
If the “HRMS” tab does not appear on your OneStart Home page, or in the drop down list (labeled “More”) of OneStart group pages, please report it using the online HRMS/E-Doc support form at: http://www.indiana.edu/~hrsis/HRMS/index.shtml
If you have questions concerning OneStart, while you are in OneStart, click Feedback. Fill out the form, and then click Send.
If you have problems with the OneStart portal, contact your local Support Center.
Adobe Acrobat Reader:
REQUIRED to Print E-Docs: In order to print a cover sheet for an E-Doc, you must install Adobe Acrobat Reader, Version 4.0 or greater. Download it @ http://iuware.iu.edu/title.aspx?id=362
If you encounter issues launching Adobe Acrobat Reader from E-Docs, please contact your Local Support Provider (LSP). A re-install of Adobe Reader may be required.
E-Doc “Unable to login error”:
If you receive the “Unable to Login” error message when logging into the E-Doc application, perform the following steps:
- Go to the Tools menu on your browser and select Internet Options….
- Click on the Privacy tab.
- Click the Sites… button.
- Type indiana.edu into the “Address of Web site” textbox and click the Allow button.
- Type iu.edu into the “Address of Web site” textbox and click the Allow button.
- Click OK, and then click Apply.
- Click OK.
IU Campus Support Centers:
If you still have login problems after trying all of the recommended solutions listed in this guide, please contact your local UITS Support Center. Following is a list of campus Support Centers and Help Desks:
Bloomington
UITS-IUB Support Center services and hours are as follows:
- ITHelpLive (live chat with a consultant): Service available Monday-Friday 8am-9pm at: https://ithelplive.iu.edu/ You’ll need to have a Windows computer, and you must enteryour IU Network ID username and passphrase to access ITHelpLive.
- Phone support: 812/855-6789, 24 hours a day, seven days a week. However, after-hours assistance is limited, so if your problem cannot be resolved, a Support Center consultant will research the situation and return your call the next business day.
- Walk-in support:
- Herman B Wells Library, Information Commons (on first floor), Monday-Thursday 8am-midnight, Friday 8am-9pm, Saturday noon-5pm, and Sunday noon-midnight
NOTE: IUB offers the following free services: new account generation (including sponsored accounts), passphrase changes, E-mail troubleshooting, general software/hardware help and wireless connection help.
- E-mail
support:
Indianapolis
UITS-IUPUI Support Center services and hours are as follows:
- ITHelpLive (live chat with a consultant): Service available Monday-Friday 8am-9pm at: https://ithelplive.iu.edu/ You’ll need to have a Windows computer, and you must enteryour IU Network ID username and passphrase to access ITHelpLive.
- Phone support: 317-274-4357, 24 hours a day, seven days a week. However, after-hours assistance is limited, so if your problem cannot be resolved, a Support Center consultant will research the situation and return your call the next business day.
· Walk-in support: UITS-IUPUI Support Center located in IT 129, open Monday-Thursday 8am-9pm, Friday 8am-5pm, Saturday 9am-3pm and Sunday noon-4pm. Semester break hours are Monday-Friday 8am-5pm, closed Saturday and Sunday.
· E-mail support: Send email to: ithelp@iu.edu. Please allow one business day for a reply.
- Web support: Fill out and submit the form at: https://falcon.iu.edu/in/uits/sptctr/analyst.html
Other campuses:
|
Gary Walk-in
support: Raintree
204 Phone
support: 219/981-4357 |
Richmond Information Technology Help Desk Hayes Hall 169
Monday-Thursday 8am-9pm, Friday 8am-5pm Email support: iueitsup@indiana.edu |
|
South
Bend IT Help Desk DW 1245
|
Columbus Walk-in support: Room 205A Monday-Friday 8am-8pm Phone support: 812/348-7334 Or, you can contact the UITS Support Center in Indianapolis at 317/274-4357. Email
support: |
|
Fort Wayne Walk-in support: Kettler
Hall 206
|
Kokomo IUK Help Desk Library building, Information Commons
Monday-Friday 8am-5pm |
|
New
Albany IT Computer Services
|
IU
School of Medicine Service request: http://technology.iusm.iu.edu/support/supportrequest.aspx Phone support: 317/274-5336 Email support: ithelp@iu.edu |
HRMS Help: If you need further assistance after reading this guide, please contact us using our online form at: http://www.indiana.edu/~hrsis/HRMS/index.shtml
PeopleSoft Project
Visit us @ http://www.indiana.edu/~hrsis/c_index.shtml
Updated: 011/01/06