COMMON CONNECTION ISSUES (includes info on pop-up windows)
If you are having trouble logging into your site, check this list for troubleshooting. It covers the following options:
- Temporary Internet Files and Cookies
- Security: Local Internet Settings for share.ou.edu and when to use Trusted Site Settings.
- Pop-up window for logging in to "mysites.ou.edu" (when you are looking at sites that have user's Mysite links or info)
- Outlook Connection Issues
OPTION 1: Delete temporary Internet files
Internet Explorer:
- Click the gear in the upper right corner.
- Click Internet Options.
- On the General tab, under the Browser History section, click the Delete...button (it will take you to a new screen).
- Only check Temporary Internet Files and Cookies and click Delete. (When trrouble-shooting, we generally have the user remove ALL data from their system).
Google Chrome:
- Click the three bars in the upper right corner.
- Click Settings.
- Scroll down to the bottom of the list and click the link, Show advanced settings...
- In Privacy, click the Clear browsing data...button.
- In the Clear browsing data window,
- Change Obliterate the following items to the beginning of time.
- Select all of the options except Deauthorize content licenses.
- Click Clear browsing data button.
- When it's finished, close Chrome and relaunch it.
Firefox:
- Click the Edit menu and click Preferences.
- Click Privacy.
- Under History, click the link Clear your recent history.
- In the Clear Recent History window,
- Change Time range to clear to Everything.
- Select all of the options except Offline Website Data and Site Preferences.
- Click the Clear Now button.
- On the Firefox Preferences window, click the Close button.
- Close Firefox and relaunch it.
Safari (Mac):
- Click the Safari menu
- Click Reset Safari...
- Reset Safari window,
- Make sure all items are checked.
- Click Reset button.
OPTION 2: Add SharePoint to your Local Internet under Security options (Internet Explorer only)
- Click the gear in the upper right corner.
- Click Internet Options.
- Click on the Security tab.
- Select Local Intranet icon, then click the Sites button.
- In the Local Intranet window, click the Advanced button.
- Add all OU SharePoint sites:
- https://*.ou.edu
- https://*.ouhsc.edu
- Click the Add button.
- Click the Close button.
- Click the OK button in the Local Intranet window.
- Click the OK button in the Internet Options window.
OPTION 3: Outlook connection issues
SharePoint allows you to connect to your Outlook Calendar. If you do this, it will prompt you to login to SharePoint when you open Outlook. This is part of the Outlook integration - it is Outlook asking for the credentials. If you enter your password and check the box to "Remember my Credentials" you shouldn't get prompted again. (If you change your password, you will be prompted again.).
- When you delete the SharePoint calendar in Outlook, you should not have to log into SharePoint.
- If you link to an Outlook folder, you can remove those links. You should have a section in Outlook called "SharePoint" folders. You can delete from there.
Other common issues
- You get a pop-up window for Logging Into MySites.ou.edu (when you're looking at sites that have MySite links or info)
- You don't have permission to view this workspace
- Contact the site admin/owner to grant you permissions to the site/library in question.
- Open with Explorer does not work, error message, "Your client does not support this operation."
- Open any document from a SharePoint Document Library in the client application. Click File > Save As… Once the Save window shows SharePoint site content, click Cancel, close the document, and attempt to use the Open with Explorer utility again.
- Some settings are grayed out and are not available.
- You may not have the appropriate permissions to perform certain tasks or you may not be using a fully compatible browser. Contact your Site Collection Administrator (SCA) for permissions. Microsoft recommends Internet Explorer for best results.
- My permissions have suddenly changed and I can no longer access something I've had access to.
- Check and see if this is happening to others on the same site. If so, contact your SCA to seek further assistance.
- I can't edit a document that's on SharePoint.
- Open the document in the client application (Microsft Word, Excel, etc.) and a banner should appear across the top with a button that says 'Enable Editing'. Make sure you click on this button before attempting to edit the document.