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Employee Self Service Troubleshooting


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Unable to Access Employee Self Service on a Chromebook

posted Mar 16, 2021, 1:32 PM by Matthew Rice

Problem:

Clicking on the Employee Self Service link doesn't load (spins) and times out (white screen).


Solution:
If you are having issues with accessing the Employee Self Service, make sure your computer is connected to the Mosaic network and has been restarted. I have added the troubleshooting steps below to ensure your Chromebook is connected to the Mosaic network and has it's OS up-to-date.
Step 1 - Find your Network Name
  1. If you haven't yet, sign in to your Chromebook.
  2. At the bottom right, select the time.
  3. Select the Wi-Fi network .
  4. Your network name will be listed here, {agency}-Home-Serv or {agency}-Main. (If you are connected to the {agency}-Home-Serv or {agency}-Main go to step number 3).
  5. If not connected to {agency}-Home-Serv or {agency}-Main go to step 2.

Step 2 - Forget Previous Network and Connect to Mosaic Network

Forget a network
Your Chromebook saves network information when you connect to a network. To delete that info:
  1. Sign in to your Chromebook. 
  2. At the bottom right, select the time.
  3. Select Settings .
  4. In the "Network" section, select Wi-Fi.
  5. Select Known networks.
  6. Find the network you want to forget, then select More  and then Forget.
Connect to a network
If you have multiple Wi-Fi networks in your area, you can choose to manually connect to a specific one:
  1. If you are not in the Settings page, at the bottom right, select the time.
  2. Select Settings  .
  3. In the "Network" section, select Wi-Fi and then {agency}-Home-Serv or {agency}-Main.
  4. Enter the Network Password.
  5. Turn on Automatically connect to this network.

Prefer the {agency}-Home-Serv or {agency}-Main Network

If you have multiple Wi-Fi networks in your area, you can tell your Chromebook to prefer one network over another:
  1. In the "Network" section, select Wi-Fi and then your network.
  2. Turn on Prefer this network.


Step 3 - Check for OS Update and Restart Computer

Check for updates yourself
  1. If you are not in the Settings page, at the bottom right, select the time.
  2. Select Settings .
  3. At the bottom of the left panel, select About Chrome OS.
  4. Under "Google Chrome OS," you'll find which version of the Chrome operating system your Chromebook uses.
  5. Select Check for updates.
  6. If your Chromebook finds a software update, it will start to download automatically.
  7. Once updated you will click restart to install the update.
Restart Chromebook
To turn off your Chromebook completely:
  • At the bottom right, select the time. Select Power .
  • Once the Chromebook is off, close and reopen the lid.

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