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Troubleshooting

Issue: Single Sign On is not working (Employee)

If you are a Single Sign On Agency (SSO) and SSO isn’t working, contact your human resources office to ensure your state issued email is correct in HRMS, the state HR/Payroll system.

Issue: Single Sign On is not working (HR/Payroll/Support)

Verify the email address in HRMS matches the SMTP entry for the employee in Active Directory.

Issue: Forgot Password is not working - Non Single Sign On agencies only (Employee)

If you are not in a Single Sign On agency and the Forgot Password link does not work and tells you that the email or Personnel Number is incorrect, contact your human resources office to ensure your state issued email is correct in HRMS, the state HR/Payroll system.

Issue: Forgot Password is not working - Non Single Sign On agencies only (HR/Payroll/Support)

Verify the email address in HRMS is correct.  Employee may be using a personal email address.

Issue: My Emergency Contacts are not saved

This issue may be due to a couple of things. 1) You used address information from your browser cache to populate the address fields; or 2) you did not select a Country before you added address information:

In either of these situations, do the following steps - in the order given - to resolve the issue:

  1. Delete all address information
  2. Select a Country from the dropdown box
  3.  Re-enter all contact information
  4. Save

Issue: My Mailing Address is not saved

This issue may be due to  1) You used address information from your browser cache to populate the address fields.

In this situation

  1. Delete all address information
  2. Re-enter all address information
  3. Save

Note: You could choose to change the setting in your browser that would stop the pre-filling of fields.

Issue: 500 Internal Server Error Message

This is a generic message that may be due to a number of issues including:

  • traffic on your internet connection
  • the need to clear your browser cache
  • your browser version
  • extending your session for a long period of time

Note: You may receive a 500 Internal Server Error message when using the filter option on Available Online Forms W-2. If you receive the message, click on the state seal to return to the Home page, re-select the My Tax Forms tile and proceed with your W-2 activities.

Issue: PDF document cannot be displayed

Verify the PDF settings in your selected browser are not set to ‘Always open PDF files externally’.

Date Updated
03/04/2021
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