Trouble Shooting

Mobile Login Stuck on Microsoft Login after MFA

ISSUE: The (Andersen or ASI) user is logging in for the first time and when prompted to “do you want to allow Mercury…” they say no. Then from there forward the device blocks that link after the MFA process.

FIX: In the browser settings removed the blocked url address that includes mercurybuild.

Observations Don’t work | Application Error: a client-side exception…

ISSUE: The user tries to select pass or fail on a checklist item and receives a blank screen with the message above. This is from the checklist item not having a template assigned to it. IOW after selecting pass or fail there is nothing linked to those buttons.

FIX: In the checklist item properties, use the Response Template list to assign what to do when Pass or Fail is selected.

Logging In - Error 500 | Internal Server Error

ISSUE: This error 500 message occurs on both mobile and desktop if the user tries to login to Mercury before being invited. In other words, they are trying to log in, but do not exist in any directory.

FIX: The fix is to add the user to the project that initiated the need for Mercury OR just add them to the Sand Castle if they do not have a project yet.

Assignees - Person or User not found in list

ISSUE: While trying to assign a user the list of people does not include someone that IS in the project directory. This is because the user was added to the project, but their Company was not.

FIX: Go to the the Company tab in the Directory tool and Add Company for the user.

Tool(s) looks Blank or Empty

ISSUE: When selecting a tool from the menu there is nothing there. No “Create New” or list of existing Forms. This is because not templates have been added to the tool.

FIX: With PE/PM permissions import the applicable templates to the tool. Check out Template Admin article for how.