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Your form submission has been received. Please allow 24 hours for a support technician to respond to your query.

If your issue is urgent then please contact This email address is being protected from spambots. You need JavaScript enabled to view it. directly.

Doing the below on your browser fixes the issue 99% of the time. Please follow the troubleshooting checklist below before proceeding with the form.

Important - always use Google Chrome as your browser then do the following:

  1. Log in and out of your account.
  2. Refresh your browser cache.
  3. Refresh your browser cookies.
  4. Flush your computer DNS.
  5. Access the site in Incognito Mode (press ctrl+shift+N).
  6. Restart your computer.

If you have tried the six key troubleshooting steps and a system is still largely inaccessible, then we encourage you to do the following:

  1. Contact your colleagues in your time zone - see if they are encountering a similar issue.
  2. If they are, then contact the Tech Team This email address is being protected from spambots. You need JavaScript enabled to view it. (with Abby and Carolina CC'd in) with all details surrounding the issues and mark it with an important tag. Please include a screenshot and provide information of any important information.

This troubleshooting form has been facilitated for less severe issues, but if total system impairment occurs on a system then the SugarCRM support team (members of the above distribution list) needs to know about it as soon as possible.

This issue relates to entering your login details, but selecting "Login" simply does nothing.

 

To fix this issue, you must ensure the URL of the site has "HTTPS" in it: https://eitidc.com/chat/index.php/site_admin/user/login

We recommend bookmarking this link to ensure you do not enter the wrong URL again.

There are two reasons for sound not working:

  1. Your computer sound is not enabled.
  2. LiveChat has not got notification sounds enabled.

1. Check your computer sound

First you need to check your computer sound. You can assess this quite easily by playing some music through your browser. 

Watch this video on Youtube, can you hear the music come through your speakers? 

If you can, then it means your computer sound working.

If you can't, then please try and plug your headset in or out of your computer and restarting your computer. If issues persist then contact EIT's Tech Team or ASG (South Africa).

2. Check the audio settings on LiveChat

LiveChat has an option to enable and disable notification sounds. If audio is coming from the above Youtube video but not from LiveChat, then it means it needs to be enabled.

At the top right of your LiveChat window you will see an icon with sound. If it has a line through it then you need to select it to enable it. It should look like the below:

Notification noise should come through the platform after this has been selected.

You most likely need to enable browser notifications.

Navigate to the lock icon on the top left of the browser and select it.

Select "Site Settings" on the popup.

Chrome will direct you to the content settings. Select the drop down for "Notifications" and select "Allow".

Notifications should start appearing on the bottom right of your screen for all incoming Live Chats.

Truss has an additional security feature; whitelisting locations for people to access the site. This means only in the office can you access Truss normally.

Despite this, there are some options available with accessing Truss outside the office.

 

Option One - SMS Verification (preferred)

You can "whitelist" your Truss session for the day. It requires SMS code verification.

1. Navigate to: https://enrol.eit.edu.au/external-auth.aspx

2. Enter your normal Truss username and select "Continue".

3. You will be sent an "Access code" on your mobile phone. Enter it into the "Enter Your Access Code:" field and select "Continue".

4. You will receive a popup (if successful) stating that your IP has been granted access to the Truss backend for 12 hours. 

5. Go to https://eit.trussrto.io/_login and then enter your login details as you normally would.

You should have full access to Truss.

 

Option Two - Terminal Server (not recommended)

If you have access to the Terminal Server, you can use Truss on your browser within as you normally would.

While this option works, it is not recommended due to the following reasons:

  • It is very slow to work on.
  • The display is limited - some text may be difficult to read.
  • It impacts the performance of our Terminal Server overall.

Please only use this option as a last resort if option one does not work.

A student may reach out to you asking why they can't complete their application, and when/if they try to start the application again it rejects their email.

It is important for a student to go via the original link they were sent to enrol. If they have lost it then please do the following.

1. Go to Truss and select "Find Student".

2. Search for the student; email is generally the best method for doing this. Select "Search" when you have entered the email.

 

3. The student record should appear - select "edit".

 4. On the student record, select "Send Login Email" again.

The student should receive an email to continue with their application.

Unfortunately we are unable to identify the issue. Please submit a description of the issue below, and a screenshot of the issue or the error you are encountering.

Note - we do prefer a full page screenshot of the issue.

While the Tech Department manages the platforms you work on, we are not necessarily using the same functions as you might be on a daily basis. If you have any feedback on how we can enhance a platform or service then we would like to hear from you.