MyPima - Troubleshooting

Introduction

This article provides troubleshooting and escalation steps for issues with the MyPima website.

Instructions

1. Attempt Basic Web Browser Troubleshooting
   • Follow the steps below for Basic Web Browser Troubleshooting:
     • Basic Web Browser Troubleshooting Article
2. Gather Information
   • If the issue persists after attempting the basic web browser troubleshooting steps, gather as much information as possible, including:
     • Screenshots
     • Error messages
     • Any troubleshooting steps attempted
     • User's username (not their A-number)
     • User's roles shown in the Account Support Tool (Bluegoose)
     • A copy of the Bluegoose table with all portal_* roles and the dates they were assigned.
3. Escalate the Ticket
   • Once you have gathered the necessary information, escalate the ticket to the Web Systems team for further assistance.