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changes.mady.by.user Junior Business Analyst (Unlicensed)

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changes.mady.by.user Amit Mandal

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Problem

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Panel
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To access eTRACS, you must:

  • Have a valid computing ID

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  • Be a current employee

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  • Have confirmed a role within the system

Supported Browsers: 

Google Chrome, Firefox, and Safari. If your browser is outdated, check with your local IT team for help on upgrading your browser version.


If you are experiencing problems with accessing pages in eTRACS, please follow the steps until you are able to get access. If these solutions do not resolve your page access, please submit a ticket to our Help Desk: https://sfu.

Reason 1

This can happen due to recently updated changes that are pushed into production.

Solution

If this happens you may need to clear your browser cache.

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teamdynamix.com/TDClient/255/ITServices/Requests/ServiceDet?ID=2400

Instructions regarding accessing helpdesk:

  • Please ensure that you are connected to SFU VPN if you are not on campus

  • Please ensure that you are using your personal account to log into the CAS. The helpdesk portal is not accessible using sponsored accounts

Step 1: Clear your browser cache

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Google Chrome

Firefox

Safari

  1. Right click on the browser page.

  2. From the drop down list that appears, select 'Inspect' (or use the Shortcut key Ctrl+Shift+I).

  3. A panel will appear on the bottom or side of the screen

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  1. . Leave this panel open.

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  1. Right click on the Reload or Refresh button

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  1. of the browser. A drop down list will appear.

  2. Select the item "Empty Cache and Hard Reload"

  3. Close the side panel.

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  1. Hold down Ctrl, Shift and the ‘R’ key.

  2. Or hold down Ctrl and press F5.

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  1. Hold down the option and command key then press the ‘E’ key.

Reason 2

This may happen if you have used your CAS login in the same browser with a sponsored account. The browser is still remembering the sponsored account credentials, which have not been set up in eTRACS.

Solution

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Step 2: Logout of CAS

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Upon seeing the 403 error message, click the red 'Logout' button. Then, go back to the eTRACS login page and Image Added. Navigate back to CAS login page and login again with your personal CAS credentials. Please note that sponsored account credentials have not been set up in eTRACS. 
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Reason 3

You may not have the necessary permissions to access this page. 

Solution

Step 3: If Step 1 & 2 do not work, contact the eTRACS team

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Speak with your Director of Administration to see if you should be given access to this page. Then, send an email to etracs-help@sfu.ca requesting access and Please submit a ticket to our Help Desk (https://sfu.teamdynamix.com/TDClient/255/ITServices/Requests/ServiceDet?ID=2400) and include approval from your Director of Administration.

Solution Failure

If these solutions do not resolve your page access, please contact etracs-help@sfu.ca.