How do You Resolve Banner Admin Page Errors?

 

Answers

All faculty and staff have the ability to troubleshoot Banner Admin page errors.

This article provides instructions to troubleshoot the following error messages:     

  1. *ERROR* You are not authorized to log on at this time based on Banner security rules.
  2. We're having trouble finding that site.
  3. This site can't be reached.
  4. Authentication Failed.
  5. teal.uncw.edu (Banner URL) wants to connect to any device on your local network - [Allow] or [Block]

If you receive the following message, "*ERROR* You are not authorized to log on at this time based on Banner security rules", please note:

This message indicates that the account is no longer active; this can occur for two reasons:

  • Your Banner account was inactivated because it has not been used within the past 180 days.

  • Your Banner account's expiration date has passed.

To resolve this issue, request that an expiration extension be approved by your Supervisor via a service request.

If you are using a Windows computer, you may encounter the following error messages when loading Banner Admin Pages:

  • We're having trouble finding that site.

  • This site can't be reached.

If you are off campus, make sure you have connected to the Virtual Private Network (VPN) first.

If you are on campus, your computer's network configuration may need to be updated. Install the USERTrust RSA application shown below using the Software Center:

CERTapp

If you're not able to log in after installing this application, attempt to log into Banner Admin using Horizon and notify TAC of the results.

*Please note: If this is your first time logging into Banner with the computer, you may need to reboot it to initialize network settings. 

An "Authentication Failed - User denied local network access permission" error is caused by selecting [Block] if you are prompted to allow the site to "Look for and connect to any device on your local area network."  It is safe to [Allow] this permission for Banner sites. See details here

Authentication Failed

User denied local network access permission

 

 An "Authentication Failed - Problem in external authentication service" error is usually caused by browser issues and/or an out-of-sync condition with the UNCW and Banner Admin accounts. See steps below to adjust the settings for specific browsers. You may also need to log out of your UNCW account and back in to sync that account with Banner.

Authentication Failed

Problem in external authentication service

TECH TIP:  If your UNCW account is new or has been reactivated recently, you must set up your Self-Service Password Reset and set up Two-Factor Authentication (2FA). 

Note: https://teal.uncw.edu/ is the URL for TEAL. Specify URL for PPRD or DEV if applicable

         Microsoft Edge: 

  1. Clear the browser's cache; see Article - How do I Manage my Browser ... (teamdynamix.com)

  2. Open Settings and then select the Privacy, search and services setting.   

  3. Enter https://teal.uncw.edu/ in the exception list under tracking prevention. 

  4. Reopen the browser and attempt to log into Banner Admin Pages again.

        Tracking Protection Settings for Edge

 

          Exception list for Edge

         Chrome: 

  1. Clear the browser's cache. See Article - How do I Manage my Browser ... (teamdynamix.com).

  2. Open Settings, select Privacy and Security then expand the third-party cookies section. 

  3. Add https://teal.uncw.edu/ as a site Allowed to use Third-party cookies as shown below

  4. Reopen the browser and attempt to log into Banner Admin Pages again.

Screen shot of Privacy settings for Chrome

Screen shot of exception list for Chrome

Firefox:   

  1. Clear the browser's cache; see Article-How do I Manage my Browser ... (teamdynamix.com).

  2. Open Settings and select Privacy and Security.

  3. Add teal.uncw.edu as an exception list for Enhanced Tracking Protection.

  4. Reopen the browser and attempt to log into Banner Admin Pages again.

         

Screen shot of exception list for Firefox.

 

To resolve any out-of-sync conditions with your UNCW and Banner Admin accounts, do the following:  

  1. If you are logged into Banner, log out by clicking the "Sign Out" button. Close the browser window.Screen shot of arrow pointing to where to click to sign out on the Sign Out of Banner Admin Pages

  2. Navigate to the mySeaport portal.

  3. Click your user profile button in the top right corner (see image below) and Sign out of your UNCW accountThis is the image of mySeaport with arrorws pointing to the icon that needs to be clicked on the right side of the screen. Then there is another arrow pointing to the sign out option.

  4. Log into Banner to confirm the error has been resolved.

If the error continues:

Repeat steps 1-4 above.

Then clear the browser cache. If your browser offers you the Time Range option when clearing the cache, select "Everything" or "All Time."

Log in to Banner to confirm the error has been resolved. Note: It may be beneficial to use a different browser.

If the error has not been resolved, attempt to log into Banner Admin using Horizon 

You may receive a prompt from the browser requesting permission to look for and connect to any device on your local network. It is safe to [Allow] this for Banner sites. If you select [Block] for this prompt and receive an authentication error, remove that setting by clearing the browser's cache as noted in the Authentication Failed steps above. For other sites, allow this only if the site is known to be safe. Verify with TAC if unsure. 

               LAN Permissions Prompt

 

TECH TIP:  [Block] and [Allow] affect the lists of those sites allowed and not allowed to connect to any device on your local network within the browser's Privacy Settings. The lists can be edited manually or it may be possible to remove a block within the site settings accessible from the lock icon next to the URL within the address bar. Always verify with TAC if unsure about the safety of a site.

If you need further assistance, please submit a service request or CHAT with TAC.

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