ARCHIVED: On the Self-Service tab in OneStart, why do I get a blank page or an "Access denied..." message?

When trying to access various links from the Self-Service tab in OneStart, you may receive a blank or white screen, a time out message, or the message:

"Forbidden
You were denied access because:
Access denied by access control list."

If this happens, click the Can't Connect? link in the red bar at the bottom of the Self-Service window. You should be redirected to a page where you can access the Self-Service functionality you were trying to use.

If you still can't connect, contact your campus Support Center for further assistance. For information, see the Knowledge Base document Contact your campus IT Support Center

The symptoms described above can be caused by two different problems which produce almost the same errors, but are really quite different problems:

• In some cases, remote router and/or firewall settings do not allow secure web traffic on the port used by Self-Service (port 1444), and this causes a limited number of clients to experience communication issues.
• The proxy servers used by some Internet service providers (ISPs), such as AOL and others, incorporate firewalls that do not send the same IP address for each client request, thus interfering with the "IP affinity" required by Self-Service applications.

As a short-term solution to both problems, the university is deploying a separate (alternate) web server with a different hostname which bypasses the university network dispatcher and allows access to Self-Service on a standard port for secure web traffic (port 443). If you get a blank screen or an "Access denied" error, you can use the Can't Connect? link in the red bar at the bottom of the Self-Service window; you will be redirected to the appropriate Self-Service function delivered via the alternate web server. This solution addresses issues caused by both problems described above.

Your login will not be affected (i.e., you won't need to log in again). The university is working on a more permanent solution for re-deploying Self-Service to a standard web port.