Summary

This article will walk you through troubleshooting your login to WebI. 

Issue

I get an error message when I try to access the WebI login screen from the Gateway page or when I use a pre-saved bookmark OR I can see the WebI login page, but when I enter my userid and password, I get an error.

Resolution

Most Login issues are resolved by following the Report Reader Quick Guide.  

If you are still unable to log in, there might be a different issue occurring. Here are common issues.

• If you are trying to work in the evening and you get a message indicating you are locked out, WebI production might be running. Production runs after 7 PM on Sunday through Thursday. If you encounter a lock-out message at those times, please try again in the morning.
• If you get an "HTTP 500" error with javax.servlet message, this means that your browser needs to be cleaned out. You can try another browser (IE, Firefox, Chrome, or Edge) or you can clean your browser. Instructions for cleaning your browser are at the end of this article.
• If you've tried all of these steps and still cannot login to WebI, please contact the Data, Analytics, and Reporting team, or contact the Technology Help Desk.

Instructions for Cleaning Out Your Browser

Firefox

Instructions

Step 1 - In the upper right-hand corner, click the paper icon and select options.

Step 2 - Click "Privacy and Security"

Step 3 - Under "Cached Web Content", click "Clear Now"

Step 4 - Under "Site Data", click "Clear All Data" and then "Clear Now" when prompted.

Step 5 - Close your browser and reopen it.

Step 6 - You should now be able to access WebI.

Outcome

You will have cleared out your browser in Firefox

Google Chrome

Instructions

Step 1 - In the upper right-hand corner, click the set of stacked dots and select options.

Step 2 - Select "More Tools", "Clear Browser History"

Step 3 - Click "Clear Data"

Step 4 - Close your browser and reopen it.

Step 5 - You should now be able to access WebI.

Outcome

You will be able to clear out your chrome browser

Microsoft Edge

Instructions

Step 1 - In the upper right-hand corner, click the ellipses and select "Settings"

Step 2 - On the left side of the screen, select "Privacy, search, and services".

Step 3 - Under Clear Browser data, click "Choose What to Clear"

Step 4 - Click "Clear".

Step 5 - Optional -- Turn on "always clear this when I close the browser"

Step 6 - Close your browser and reopen it.

Step 7 - You should now be able to access WebI.

Outcome

You will have cleared out your Edge browser.

Need Additional help?

If you have questions not answered here, please submit a WebI request to the Data, Analytics, and Reporting team, or contact the Technology Help Desk.