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Web
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Trailhead: Problems
| Known problems and solutions |
|---|
| 1 |
Problem: Don't know your EKey for activating your Trailhead account.
Solution: Go to the Computing Center Front Desk with a photo ID and your CWID (campus Wide ID) during
regular business hours.
Additional Info: Lost/Missing EKey Info
|
| 2 |
Problem: Forgot your Trailhead password.
Solution 1: Use the Trailhead
"Forgot your password?" utility.
(correctly answer 3 of 5 of your security questions to set a new password)
Solution 2: Use the AC&N Password Changing Tool.
(authenticate with your EKey to set a new password)
Additional Info: See Trailhead Password Change info.
|
| 3 |
Problem: Webmail System Too Slow Error Message. You get the following Error Message
when you try to connect to Webmail from Trailhead:
Solution: The known causes of this problem are:
- Too many email messages in your INBOX
- Large INBOX size
- or Multiple IMAP or POP connections to your INBOX
Recommendations:
- Keep the number of messages in your INBOX as low as possible and below 150 messages.
- Keep the total size of your INBOX as small as possible. One message with a large attachment
can significantly slow down your initial login to Webmail.
- Keep your INBOX small by moving messages to folders and by deleting messages that you no
longer need... also don't forget to purge deleted or moved messages from your INBOX.
- If you need to, login to Webmail directly at https://webmail.mines.edu/ to perform INBOX cleanup.
- See additional information: How can I speed up email access in CSM Webmail?
[http://www.mines.edu/academic/computer/faq/q.cgi?Entry=2.003]
- If you are using another email program to access your email (eg, Outlook or Thunderbird
on your home computer), quit or exit from the program before accessing your email via
Webmail. Simultaneous connections from more than one email programs (eg, Outlook, Thunderbird,
Webmail, Eudora, etc.) may result in data loss.
|
Not So Common Problems... that will need further investigation w/resolution ideas
(If the problem is not easily resolved by suggestions, user should contact
the Mines Help Center
or come into the Computing Center during regular business hours.)
|
1. Blank SSB Pages
2. Automatic Logout/Session Timeout
3. MSN Explorer/Automatic Logout/Blank SSB Pages
|
| 1 |
Problem: Blank SSB Pages. User can log into Trailhead, but
when they click into Self-Service Banner, pages are blank like on
the left below, instead of like the right.
BAD! |
Good! |
Ideas:May be a web browser security, ad blocking, pop-up blocking or firewall
problem.
For Internet Explorer or Windows XP, add
"trailhead.mines.edu" and "banner.mines.edu" to your Trusted
Sites. [See our Modify Trusted
Sites help page.]
Modify settings for pop-up blocking, ad-blocking and/or firewall settings:
add "trailhead.mines.edu" and "banner.mines.edu" to the
Permitted or Allowed sites list.
For Norton Internet Security or Semantec security products, see our
NIS Fix information.
For MSN Explorer, see #3 below
If you are using multiple security software programs and
are unsure of which of the programs is causing the problem, try
temporarily disabling one program at a time
and testing to see if access to Trailhead/SSB is allowed.
Try a different web browser or computer.
|
| 2 |
Problem: User can log into Trailhead, but then are logged out
shortly after login or get a "Session Timeout" error message and
are logged out.
Ideas:Check system clock.Clear your browser cache.
Try a different web browser.For MSN Explorer, see #3
below.If you continue to have session or timeout problems,
please contact the Mines Help Center.
|
| 3 |
Problem: Using a MSN Explorer (through a paid MSN account), user experiences any of the
following symptoms:
User appears to successfully login to Trailhead, but in a short
time (approximately 2 or 3 seconds) is automatically logged out and is presented with a
"Logout" screen like the following:
User can successfully login to Trailhead, but Self Service Banner
pages are blank like on the left below, instead of like the right.
BAD! |
Good! |
Ideas:
Modify MSN Explorer security settings. This may be through an configuration
or settings menu or through an MSN toolbar in your web browser: Add
"trailhead.mines.edu" and "banner.mines.edu" to a Permitted or Allowed sites list
for ad blocking or pop-up blocking.
Try a different web browser.
We have confirmed the above problems with MSN Explorer but have not found a
direct fix. If you find MSN Explorer security settings that allow you to
correctly access your Trailhead account, please send details to the
Mines Help Center so that we can post the
solution here.
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