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Home > Troubleshooting > Error messages
Error messages
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If you encounter an error message when using CCL's applications you may find a solution among those listed  below. The steps to resolve common issues are shown with the associated screenshot. If these steps do not resolve the error you can submit a ticket to our support team and we will assist you.

 

Oops, something went wrong

  • We usually see the "Oops, something went wrong" error when the account setup page has been bookmarked in error. Delete that bookmark, and follow these instructions to login to your account.  

    • Close the browser window where you got the error, then open a new browser window (Internet Explorer is NOT recommended),  

    • Type the address of the CCL portal you are trying to access directly into the address bar or follow one of the links below. 

    • You will then be taken to the login page for your portal. Bookmark this URL, and log in with your username and password. 

    • If the problem persists after following these steps, please submit a support ticket and we will assist you. 

 

An Error Has Occurred

  • This error can occur for a variety of reasons. Try these resolution steps:

    • Follow this link https://auth.ccl.org/v2/logout to logout of all CCL applications, then close your browser completely. 

    • Reopen your browser and go to the login page of the portal you were trying to access and log in.  

    • If you continue to receive the error message please submit a support ticket and we will assist you. Please note that you attempted the above steps prior to submitting your ticket so that we can provide you with a more speedy resolution. 

 

Too many redirects / Page isn't redirecting properly

 

  • If you get an error message indicating an issue with redirects (“too many redirects”, “The page isn’t redirecting properly”) there is likely an issue with your browser cookie and you will need to clear them.

  • Follow this link for instructions on how to clear cookies from your browser.

  • If you continue to get this error message after clearing your cookies,  please submit a support ticket and we will assist you.

 

An Issue Has Occurred: Your account doesn't have access to this system

  • This error message indicates that your account exists but does not have access to this specific CCL system. This typically occurs when a user has previously created an account for a different CCL system and is now attempting to login to a different system that they are not registered for. 

    • If you have previously used a CCL system other than the one you are trying to access, make sure that you have accepted the invitation for the new one. If you don’t recall registering for this system, check your email for an invitation email. Please check your Spam folder if the email is not in your Inbox. 

      • If you locate the email, click on the link and create a password. If the link is expired, you can select the "Click Here" to request a new invitation. 

      • If you cannot locate an invitation email, please submit a ticket to our support team and we will assist you. 

    • If you have previously used a CCL system and you are certain you have registered for the one you are trying to access, make sure that you are using the correct email to login. Sometimes users sign up with a different email address for each system, effectively creating two separate accounts. 

    • If the above steps cannot resolve the issue, please submit a support ticket and we will assist you.


If you are still unable to resolve your issue, please contact a CCL Client Success Specialist by selecting "Request Support" here or in the top right corner of the screen.
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