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. User not authenticated.
5. Session initialization failed.
6. Service Invocation failure.

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This message indicates that the account is no longer active; this can occur for two reasons: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 on campus, try to connect via Horizon, and see if you have the same issue. If you do, then submit a service request, and include your Horizon results. Your computer's network configuration may need to be updated by a member of Client Solutions to use User authentication instead of Computer authentication.

Please note in your service request if you are using a docking station. If so, a member of Client Solutions may need to update its settings to allow the connection. In the interim, try again with your laptop undocked and connected to hawkwifi.

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

To resolve the following errors, it may be necessary to adjust the privacy settings on your browser and/or to log out of the UNCW account before logging back into Banner Admin Pages:

• User not authenticated.

• Session initialization failed.

• Service Invocation Failure.

Follow the steps below to adjust the privacy settings of the browser that is being used for Banner Admin Pages.

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

         Microsoft Edge: 

1. Clear the browser's cache if that has not already been done; 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.

         Chrome: 

1. Clear the browser's cache if that has not already been done; 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.
4. Reopen the browser and attempt to log into Banner Admin Pages again.

         Firefox:   

1. Clear the browser's cache if that has not already been done; 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.

If the error persists, log out of your UNCW account via mySeaport before logging into Banner.

1. If you are logged into Banner, log out by clicking the "Sign Out" button.
   
   
    

2. Navigate to the mySeaport portal.

3. Click your user profile button in the top right corner (see image below).

4. Click "Sign out" to sign out of the UNCW account.
   
   
    

5. Login to Banner to confirm the error has been resolved.

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