How to Resolve Page Access Problems

To access eTRACS, you must:

Have a valid computing ID
Be a current employee
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://tracs-help.its.sfu.ca/servicedesk/customer/portal/2.

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

Google Chrome	Firefox	Safari
Right click on the browser page. From the drop down list that appears, select 'Inspect' (or use the Shortcut key Ctrl+Shift+I). A panel will appear on the bottom or side of the screen. Leave this panel open. Right click on the Reload or Refresh button of the browser. A drop down list will appear. Select the item "Empty Cache and Hard Reload" Close the side panel.	Hold down Ctrl, Shift and the ‘R’ key. Or hold down Ctrl and press F5.	Hold down the option and command key then press the ‘E’ key.

Step 2: Logout of CAS

Upon seeing the 403 error message, click . 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.

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

Speak with your Director of Administration to see if you should be given access to this page. Please submit a ticket to our Help Desk (https://tracs-help.its.sfu.ca/servicedesk/customer/portal/2) and include approval from your Director of Administration.