Document number: 18153

 

 

Symptoms:

User is able to successfully log in to Customer Connection, but one of the following symptoms occurs while attempting to search. (If the user is unable to successfully log in, see Eureka! document 28150 — Invalid username or password was specified for additional troubleshooting information.)

• The PeopleSoft8 login screen appears repeatedly.

• User is unable to search in Customer Connection.

• The following error message displays: Error 500 - Internal Server Error.

Cause:

There is a cookie file conflict because the user logged in to Customer Connection after logging in to Planet PeopleSoft. Often occurs when a user attempts to perform a search.

Resolution:

1. Close all browser windows.

2. Open a new browser window and type www.peoplesoft.com in the Address field to go directly to Customer Connection. Do not log in to Planet PeopleSoft first.

3. Log in to Customer Connection.

4. If the problem continues, clear your browser cache, then close the browser window. For detailed instructions, see Eureka! document 16093 — How to clear the cache in Internet Explorer.

5. Open a new browser window and log in to Customer Connection. Do not log in to Planet PeopleSoft first.

6. If the problem continues, delete your cookie files, then close the browser window. For detailed instructions, see Eureka! document 19012 — How to find and delete cookies in Internet Explorer.

7. Open a new browser window and log in to Customer Connection. Do not log in to Planet PeopleSoft first.

If you continue to experience this problem, open a NorthStar ticket or contact Technical Support Operations for assistance.

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: jw 05/14/2002
Revised: jw 03/07/2003