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UI 5 Troubleshooting and Known Issues

This article documents current known issues with Colleague UI 5

Troubleshooting

First, make sure you've done all of the "Before You Start" activities in the UI 5 Introduction & Resources article.

If you continue to have the same problem, review the Known Issues below.

If your issue is not listed there, log out of UI, and try the following. They are listed in order of how common an issue it might be, so you can try them one at a time, in case the most common one solves your problem:

  • Clear your browser cache.
  • Make sure javascript is enabled for https://erp-ui.pacificu.edu.

If you continue to have issues, send a message to help@pacificu.edu and please be specific about any error messages you might receive, the form ("mnemonic") you were using, the record(s) you were accessing, etc. Screen shots can be very helpful.

Known Issues

General Issues

  • If you run a process that takes a long time, you may see a warning message that offers you a button that says "Stop Waiting". If you get this message, do not click "Stop Waiting" unless you believe the process has actually frozen. Doing so will end your UI session, and if your process really isn't "stuck", it may get interrupted, and/or you may be unable to retrieve the output report if it does finish properly. Most of the time, simply waiting for it to finish will clear the warning. If the warning does stay up longer than you think it should, send an email to help@pacificu.edu and let EDS know what form mnemonic you were running, what you entered into the fields on the form, and how long you've been waiting for it to finish. We can try to determine whether you should close your session or not. Leave that process as it is (in case it finishes), and open a new UI session if you need to work on other things while you wait. Ellucian is supposed to clarify this message in an upcoming update.
  • If you send a report to "Hold", and then Save or Export to PDF, do not click the Download button in Chrome. Instead, right-click it and choose Save link as...
  • Tabbing through screens too quickly will result in "freezing" or "processing please wait" message. Please do not leave the form. Wait until it returns. Take a screen shot and send it to help@pacificu.edu, and tell us what mnemonic you were on and what you were updating. The system will typically take 5-15 minutes to return--sometimes longer. You can start a new UI 5 session, but do not try to access the record you were working on until the "frozen" screen returns. (This is partially fixed in UI 5.4, but users should still be careful of "typing ahead".)
  • In some cases, "typing over" existing data in a field will not save properly. The data in the field must first be removed using field delete, and in some cases must be saved after doing so, before entering the new value into the field. (This is partially fixed in UI 5.4, but users should get in the habit of clearing fields before entering new data over them, as a best practice)
  • Hitting Save or Save All from a form without leaving the field you've modified will not save the changes. (This is mostly fixed in UI 5.4, but users should get in the habit of tabbing or hitting enter on a field after entering new/changed data, as a best practice)
  • If you enter a date using only two digits for the year (e.g. 03/05/18) in a field that already had a date, the date may not appear to "take"--the old date may reappear. If you save the data, it should, however, save correctly, and returning to the record again should show this. The workaround is to always enter dates using a 4-digit year. (This will be fixed in UI 5.6)
  • Advanced person search form does not have a scrollbar. This means that depending on your monitor size and resolution, and on the zoom you have set on your browser, you may not be able to access the bottom-most fields on the search form. (This will be fixed in UI 5.6)
  • Form search history does not have a scrollbar. (This will be fixed in UI 5.6)
  • When a UI form has a date field that is for month and year only (e.g. 04/2018 or 04/18), you can enter the date, but when you return to the form, it may appear to be blank. The data is there--it's just not displaying. On forms that are front-ends to processes or reports (like Grade Roster GROS) and that remember responses, this can cause issues, because it may look like a date wasn't specified, but it may still be there hidden from a prior run. (This will be fixed in UI 5.6)
  • The context card may randomly disappear. (This will be fixed in UI 5.6)
  • On some forms where the first thing you get is a lookup (like NAE, SECT, etc), hitting the Enter key in an empty lookup may not return you to the form search. It may just loop and bring up a new lookup. To escape this loop, click the finish button in an empty lookup. (This will be fixed in UI 5.6)
  • Highlighting a value in a field (by clicking and dragging it with your mouse to highlight it) and then typing a new value to replace it will not update the value when saving from the form. (This will be fixed in UI 5.6)
  • Using the Select All button from search results on a form lookup will result in the chosen records being in reverse order. This is also true if you used a shared list on an advanced search. (This will be fixed in UI 5.6)
  • Sometimes even using the delete or backspace key will not work to remove data from a field. It may appear to have been removed, but after saving and returning to the record, the old data can show back up again (proving it hadn't actually been removed). (This will be fixed in UI 5.6)
  • When choosing records from a lookup resolution form, if you choose "Select All", and then deselect individual records from the list, it will ignore the deselections and simply bring up all of the records. (This will be fixed in UI 5.6)
  • When trying to sort the result of a lookup resolution on any form, if you accidentally double-click to sort, the resolution form may change and you may get an error message. (This will be fixed in UI 5.6)
  • Accessing a form from your UI form favorites may disable your F9 key functionality. (This will be fixed in UI 5.6)
  • If a date field already has a value in it, and you use right-click->paste to paste a new value in, that new value will not get saved. (This will be fixed in UI 5.6)
  • On certain types of forms, performing a lookup while you have multiple people in the context card stack will result in the lookup hanging. Examples of known forms affected are APPN, SACP, SHAP, STAL. (This will be fixed in UI 5.6)
  • Entering a special character (other than letters or numbers or hyphens) in the form search may crash the UI session. (This will be fixed in UI 5.6)
  • If you accidentally enter the wrong information in a PERSON search, and are waiting for results to return, you cannot cancel from the search. (This will be fixed in UI 5.6)
  • Inserting a time-stamp into a comments/notes type field may result in the cursor leaving the field, so you have to click back into the field to continue entering more data in that field. (This will be fixed in UI 5.6)
  • A subset of our custom mnemonics require users to enter the application before the mnemonic (e.g. ST-XABC). In addition, once that form is in the form history, if you try to run it from your history, you will get a message that it is an invalid selection. This is because the application is not included with the mnemonic in the history. Most of the custom forms affected are those used for on-demand ODS refreshes. The workaround is to simply include the application and a hyphen before the mnemonic.

Issues with Specific Forms

  • CKSE: Progress bar does not fill. This is only a cosmetic issue. When the progress is complete, the button to close the progress bar will become clickable, and the process itself will complete as normal.
  • CREN: If you use a custom field sequence, the form may not clear properly after completing an entry, so when inputting a new receipt, it may display some data from the prior record. (This will be fixed in UI 5.6)
  • GLAA: After creating and saving one new account, this form then changes to inquiry-only mode. (This will be fixed in UI 5.5)
  • MCRG: The Net, Tax, and Total fields are out of alignment with the lines. This is a display issue only, and does not affect how the form functions.
  • REET: The file name cannot be copied from the pop-up. (This will be fixed in UI 5.6)
  • RTBS: Column headers are not aligned properly with the columns. This is a display issue only, and does not affect processing.
  • SACD (These are fixed on an update we have not yet installed. EDS ref SU018551):
    • Grade change must be entered twice in order to be saved.
    • Status and date fields overlap.
    • If you try to insert a new status and date after detailing from STAC, the prior status and date will default into the new entry (rather than being blank).
  • SACP: If you use the delete key when changing the start date, you may not get the history prompt. (This will be fixed in UI 5.6)
  • SECT: If you have a custom field sequence for this form, it may hang. (This will be fixed in UI 5.6)

Resolved Issues

  • Ctrl-Alt-D sometimes does not clear the field content.
  • Adding rows to a numbered window sometimes fails. (This has been fixed in UI 5.4)
  • Calendar button does not always work. (This has been fixed in UI 5.4)
  • Ctrl-F9 key functionality not available.
  • If you change data in a field which you then detail from without hitting enter first, the data will revert back to what it was before. You must hit the enter key after changing the data, before detailing.
  • Sorting is not available on a grid-type resolution screen. Try switching to card view to sort your results, if possible. (This has been fixed in UI 5.4)
  • Dropdown lists of codes may extend beyond the size of the screen. You may need to resize or "zoom" the UI form in order to see the full dropdown. (This has been fixed in UI 5.4)
  • When in a lookup on a fresh (empty) screen, hitting the tab key to exit the lookup will bring up the lookup again, rather than canceling to the main menu as it did in UI 4.x. (This has been fixed in UI 5.4)
  • If a name is longer than 20 characters, it will be truncated on the context card, with an ellipse at the end ("..."). However, unlike other elements on the context card that get truncated, there is currently no way to hover or click and view the full name. (This has been fixed in UI 5.4)
  • In multi-valued (aka "windowed") fields, after entering data in a field in a new row, you may be returned to the first row, rather than advancing you to the next row. This typically happens if you click with your mouse in the field, rather than hitting enter to go to the next row. (This has been fixed in UI 5.4)
  • Exporting to Excel does not work properly unless you click in the first field on the first row before exporting. (This has been fixed in UI 5.4)
  • If you change the form scale (using the slider on the left side of the UI window), and then detail to another form, you may lose your form scale settings. (This has been fixed in UI 5.4)
  • Lookup resolutions, using card view, cannot be set to show fewer than 8 records per page. However, there is not enough room on the page to view all 8, so you need to scroll within each page.
  • If you are adding a favorite, and try to create more than one "layer" of new folder at the same time, the folders will not get created. (This has been fixed in UI 5.4)
  • Using the print screen functionality results in the form not printing cleanly. The exact problems vary among browsers. (This has been fixed for all but Internet Explorer in UI 5.4)
  • In some cases, if you select multiple records on a resolution screen to open, only some of the selected records will be included. (This has been fixed in UI 5.4)
  • Pasting text into fields that use the multi-line editor (such as detailing into comment fields to paste text) can introduce extra spaces. (This has been fixed in UI 5.4)
  • Various forms that allow users to enter blocks of text will force line breaks when the line exceeds the screen width. This can result in bad formatting for things like award letters and Communications Management email messages. (This has been fixed in UI 5.4)
    • DPAR
    • ALPA
  • Moving between grade fields and entering grades on the following forms can be slow. (This has been fixed on UI 5.4):
    • FGCL
    • MGCL
    • FGRN
    • MGRN
  • Using the Delete or Backspace key doesn't work consistently on the following forms (use Ctrl + Alt + D as a workaround). (This has been fixed in UI 5.4)
    • SRES
    • TEEV
  • BPUM: Using the Delete key to blank out the Qty Accepted field and then clicking ok can result in the "Please wait... Processing... " message appearing for 3-13 minutes before releasing the form back to the user. (This has been fixed in UI 5.4)
  • Using "partial lookup" (i.e. "...") to look up AR Types causes problems on the following forms:
    • CADV
    • PPLN
  • CREN: Multiple issues have been found with this form.
  • DOC: After detailing to DPAR and detailing to enter paragraph text, if you enter a line with no spaces that is longer than the allowed width in the paragraph editor screen, saving out will freeze your UI session. This most typically happens if you're working with an HTML email document, and you're entering a URL hyperlink that is very long. If this happens, call someone in EDS to safely end your UI session before closing your browser and logging in again. (This has been fixed in UI 5.4)
  • FGRN (These has been fixed in UI 5.4):
    • The final and verified grade will not be saved for the last student in the list. (This has been fixed in UI 5.4)
    • The calendar date chooser tool does not work consistently. (This has been fixed in UI 5.4)
  • GLYE: This form will display the Please Wait... Processing message for extended periods of time, multiple times throughout the process, appearing as though "frozen". Some dialog boxes may appear to "loop" repeatedly. (This has been fixed in UI 5.4)
  • PCIN: When accessing PCIN via EMPD (EMPL->EMPR->EMPD), if you try to enter a phone number under Address Phone Number, it will appear as though it is allowing you to do so. However, what is entered will not be saved. This is as intended: the form is inquiry only. However, it should not allow you to seem to enter a number anywhere on the form. (This has been fixed in UI 5.4)
  • PLDT: Under Response Errors, the detail buttons overlap the field. This is a display issue only. The detail buttons still function, and the error status is still visible behind the detail button.
  • REQM:
    • The form will not retain a customized zoom after detailing to line items or approvals. (This has been fixed in UI 5.4)
    • Certain printed comments that get entered will cause the session to crash (resulting in an apparent "freeze"). (This has been fixed in UI 5.4)
  • RGUS, RGUD, RGUT: Cannot detail from RGUD to RGUT even by hitting the F2 detail key. (This has been fixed in UI 5.4)
  • RLDE: Long values in the Right-hand Expression field may appear to get truncated. (This has been fixed in UI 5.4)
  • SACP: Entering an end date may lead the form to "hang" with the message "Please Wait... Processing...". (This has been fixed in UI 5.4)
  • SECT: Certain workflows with changing Min/Max/Incr settings for variable credit courses can fail to update the fields without clearly indicating the change was not made. (This has been fixed in UI 5.4)
  • SLCR: If the select statement takes longer than a few minutes to complete, the status message ("Please Wait... Executing select statement") may disappear, leading the user to believe the session has frozen or dropped. If this happens, let the process continue to run. (This has been fixed in UI 5.4)
  • SOFF:
    • If you enter Y in Rebuild Calendar you must hit the enter key before saving from the form. If you hit Save or Save All without first hitting enter, you will unable to override conflicts correctly on SCCR if you need to do so, resulting in an incomplete rebuilding of the calendar schedules records. Note--If you do forget to hit enter before saving and wind up with conflicts on SCCR that need to be overridden, just go back to SOFF again and enter Y to Rebuild Calendar again. (This has been fixed in UI 5.4)
    • If you need to remove meeting times and days from an existing section, it will not allow you to update from the record after rebuilding the calendar. The workaround is to enter Y to rebuild the calendar, press OK to accept the warning message, detail to SESC, press OK in the prompt without entering anything, Save All from SESC and click Update to return to SOFF, and then Save or Save All from SOFF, and press OK to the warning prompt. (This has been fixed in UI 5.4)
  • SRES: Using a custom field sequence for this form can cause it to display the "Please Wait..." message and freeze the session. (This has been fixed in UI 5.4)
  • TMSS: The "Highest Process Date" field has text that says "was on file" overlaying the field, itself. This is only a display annoyance, and the form can be used as normal. (This has been fixed in the update for 2018/2019 ISIR & INAS\PROFILE Processing.)
  • Hitting the detail button twice on the same field will sometimes result in two detailed forms opening. (This has been fixed in UI 5.5)
  • During lookups on any screen, an error message starting with "Invalid context..." may appear. If this happens, please send an email message to help@pacificu.edu and state that you received the "invalid context" error message in UI 5. There is a process IT will need to run, and then you will be asked to log out of UI and log into a new UI session once that is IT process is complete. (This has been fixed in UI 5.5)

Note: UI 5.5 was installed into production on June 2, 2018.


Properties ID: 000260   Views: 1387   Updated: 13 days ago