Banner: Troubleshooting Session Initialization Errors

Summary

This article contains troubleshooting steps to use if you are seeing “Session Initialization Failed” errors using Banner through a web browser. This error can happen when trying to log in, or when trying to access certain Forms within Banner. To avoid this error in the future, be sure to log out of Banner rather than just closing the browser tab or window. 

 

Environment

This situation can happen when the user is: 

  • Connected to the Global Protect VPN 
  • Accessing Banner through a web browser 
  • Example 1 happens most commonly in the Firefox browser, after the user is logged into Banner 
  • Example 2 can happen in any web browser and prevents Banner login 

 

Issue

Example 1 – Error Accessing a Form in Banner – I’m on the Global Protect VPN and logged into Banner, but when I try to access a particular form, it gives an error message.  I have been able to use this form before, but now it keeps saying: 

Session Initialization Failed.  
Couldn’t access remote session service. 

As of January 2024, this occurs most commonly in the Firefox Browser. 

Typically, this issue is caused by Enhanced Tracking Protection (Firefox) or blocked Third-party cookies (Chrome). 

See Scenario 1 below for troubleshooting steps.  If the problem persists, continue with Scenario 2 below. 

 

Example 2 – Error Logging into Banner – I’m trying to access Banner, but it keeps showing an error. I am connected to Global Protect VPN, but it keeps saying: 

Session Initialization Failed.  
Couldn’t access remote session service. 

Typically, this issue is caused by a cache/cookies or logon/logoff issue meaning this error is either:  

  1. Cache/Cookies related, 
  2. Due to multiple logins existing simultaneously, or 
  3. Not using the "log out" button to leave a session (this is usually the cause for simultaneous logins). 

See Scenario 2 below for troubleshooting steps. 

 

Resolution

 

Scenario 1 - Error Accessing a Form in Banner

 

Task: To correct the Error Accessing a Form in Firefox.

Instructions

Step 1 – Sign into Banner in Firefox. 

Step 2 – Click on the shield icon next to the URL in the address bar. 

Step 3 – Look to see if Enhanced Tracking Protection is ON or OFF. 

This image shows Enhanced Tracking Protection set to ON. 

image of enhanced tracking protection

 

Step 4 – Adjust the Enhanced Tracking Protection: 

  • If it is ON, then turn it OFF. 
  • If it is OFF, then turn it ON and then OFF again. 

Step 5 – Refresh the Banner browser page and try the Form again. 

 

Result

The form will open without error.  If not, proceed with Scenario 2 below. 

Back to Issue statement

 

Task: To correct the Error Accessing a Form in Google Chrome. 

Instructions

Step 1 – Sign into Banner in Google Chrome. 

Step 2 – Click on the three dots in the upper right corner of Chrome and select Settings. 

Step 3 – Click on the Privacy and Security section on the left. 

Step 4 – Click on Third-party Cookies. 

Step 5 – Select the button to Allow third-party cookies. 

third party cookie setting of chorme

 

Result

The form will open without error.  If not, proceed with Scenario 2 below. 

Back to Issue statement

 

Scenario 2 – Error Logging into Banner

 

Task: To clear cache/cookies for Banner logins. 

Instructions 

Step 1 – Close ALL windows of ALL web browsers. 

Step 2 – Open one, single browser window of the browser where you want to clear cache/cookies. 

Step 3 – Follow the appropriate browser instructions in our article on How to Clear your Web Browser’s Cache, Cookies, and History

Step 4 – Be sure to complete the last step of the process and Quit the browser completely.  ALL browser windows should be closed. 

Important:  If you have tried logging into Banner in multiple web browsers, then you must clear cache/cookies in ALL of the browsers where you tried to log into Banner.  Otherwise, those cached credentials make Banner think you have more than one session open and that can result in query mode only and certain forms failing completely.  Repeat Step 2 through Step 4 above with each browser where you had tried to log into Banner. 

 

Step 5 – After you have completed Steps 2 through 4 above in every browser where you had tried logging into Banner, then choose one browser to open and try logging into Banner. 

Note:  To avoid this error in the future, be sure to log out of Banner rather than just closing the browser tab or window.

This will be most convenient if you can use one browser primarily for Banner and use different web browser(s) for your other web-based work, especially services that use your USNH Microsoft login, such as OneDrive, SharePoint, Outlook email, Canvas, TeamDynamix, etc. 

 

Result

You should be able to log into Banner without error.  Your forms should also open without error, as long as you completed Scenario 1 above as well as Scenario 2. 

Back to Issue statement

 

Further Readings

How to Clear your Web Browser’s Cache, Cookies, and History

Mozilla (Firefox) Support - How to tell what’s being blocked on a site  

 

Need additional help?

Visit the Technology Help Desk Support page to locate your local campus contact information or to submit an online technology support request.  For password issues you must call or visit the Help Desk in person.  

 

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