Overview
There are a few common issues that an employee might encounter while trying to access the UCPath portal.
Here is the decision tree for various login/security issues:
- Can you get to the login page? If no, it’s an internet connection issue. You need to get to the login page before they can be assisted.
- Once you get to the login page you should enter your Single Sign On (SSO) credentials.
- If you get an Auth-0510 error it’s an IDM problem. Reach out to your local IDM team.
- If you get an Auth-0002/ UCPATH-0002 error, the account may be locked. It’s probably an issue within UCPath, so reach out to UCPC. If it’s ‘Oops’ issues, that is a Google Chrome Issue and can be resolved locally.
- If you login to the system successfully and then hit an error somewhere:
- Reach out to local security admins. LSAs will research and either adjust security to fix the problem, confirm that is expected behavior, or escalate the issue to UCPC if they can’t resolve it themselves. In order to reach your LSA, submit a ticket.
Checklist for access troubleshooting
- Check prod url
- Reset wifi
- Clear cache and close down all windows of the particular browser
- Try a new browser
- Check proxy settings
- When remote-logout of any VPN clients
- Try to login from another device like phone, tablet, another computer to rule out connection issues with the original device
- Restart your computer (last resort)
Critical Concepts
‘Oops’ Google Chrome error
Error reads: “There was an issue processing your login…We apologize for the inconvenience.”
Steps to Take
Should you encounter this Oops related error message, take the following action:
- Retry the UCPath application by manually entering the URL (example: ucpath.universityofcalifornia.edu) into the web browser or using your browser history
- Navigating again to the URL will allow access to the application after the failed attempt.
- Use a different browser, e.g. Firefox or IE
- Clear your cache by (ctrl +shift + delete) and close any open windows. Then retry the url.
In addition, if you're using a bookmark or favorite, please try accessing the site directly.
How to clear your cache and cookies:
Safari:
1. In Safari, Click on 'Safari' (next to the apple in upper left hand corner)
2. From the pull-down menu select 'Clear History…', select 'All History' and click on 'Clear History'. Allow a few moments for the process to run.
3. Quit & re-open Safari (making sure only one window of Safari is open).
Firefox (both Mac & PC):
1. In Firefox, click on the 'Menu' button and select 'History'. Select 'Clear Recent History'.
2. In the 'Clear Recent History' window, click on "Details" and make sure all selections have a check mark.
3. Select "Everything" in the pull-down menu under "Time range to clear". Click 'Clear Now'. Allow a few moments for the process to run.
4. Quit & re-open Firefox (making sure only one window of Firefox is open).
Internet Explorer (IE):
1. In IE, click on "Tools" then "Delete Browsing History...".
2. In the 'Delete Browsing History' window, make sure "Preserve Favorites website data" is NOT checked and make sure all other selections are checked. Click on 'Delete' at the bottom of this window. Allow a few moments for the process to run.
3. Quit & re-open IE (making sure only one window of IE is open).
Google Chrome (both Mac & PC):
1. In Google Chrome, click on the 'Menu' button and select 'History' and 'History' once more. Click on 'Clear Browsing Data' .
2. In the 'Clear Browsing Data' window, make sure all selections have a check mark.
3. Select "The Beginning of Time" in the pull-down menu under "Obliterate the following items from". Click 'Clear Browsing Data' and allow a few moments for the process to run.
4. Quit & re-open Google Chrome (making sure only one window of Google Chrome is open).
If the error message persists (after taking the above action), contact UCPath by visiting UCPath online at https://ucpath.universityofcalifornia.edu and click on “Ask UCPath Center” to submit an inquiry.