Resolving Software and Application Issues

Experiencing problems with software or applications?

If you're encountering issues with software applications, follow these troubleshooting steps to get back on track.

Common Software Issues

Application Won't Open or Crashes

If an application fails to launch or keeps crashing:

1. Close the application completely and reopen it
2. Restart your computer to clear temporary issues
3. Check if there are pending software updates and install them
4. Verify you have the latest version of the application installed
5. Try running the application as an administrator (right-click and select "Run as administrator")

Application Running Slowly

If your application is sluggish or unresponsive:

• Close unnecessary programs to free up system resources
• Check your computer's available memory and storage space
• Clear the application's cache if applicable
• Restart your computer to refresh system performance

Missing Features or Licensing Errors

If you're seeing licensing errors or missing features:

• Verify you're logged in with your corporate account
• Check that your license is active and hasn't expired
• Sign out and sign back into the application
• Contact IT Support to verify your license allocation

Okta SSO Application Errors

Can't Access Applications Through Okta

If you're unable to access your applications via Okta SSO:

1. Verify you're logged into Okta with your corporate email
2. Clear your browser cache and cookies, then try again
3. Check that you're using a supported browser (Chrome, Firefox, Safari, or Edge)
4. Try accessing Okta from an incognito/private browser window

"Application Not Assigned" Error

If you see this error when trying to access an app:

• This means you don't have permission to use this application
• Contact IT Support to request access if you need it for your role
• Include the application name and business justification in your request

Okta Verification or MFA Issues

If you're having trouble with Okta authentication:

• Ensure your phone has an active internet connection for push notifications
• Check that Okta Verify app is up to date on your mobile device
• Try using an alternative verification method (SMS code or voice call)
• Make sure your device's time and date are set correctly
• If you've lost access to your authentication device, contact IT Support immediately

"Session Expired" or "Invalid Session" Errors

If you keep getting session errors:

1. Sign out of Okta completely
2. Clear your browser cache and cookies
3. Close all browser windows
4. Open a new browser window and log into Okta again

Redirect Loop or Continuous Sign-In Prompts

If you're stuck in a login loop:

• Clear your browser's cache and cookies
• Disable browser extensions temporarily
• Try a different browser
• Check if your company VPN is required and connected

Software Installation Requests

If you need new software installed:

• Check if the software is available in your company's self-service portal
• Submit a request through IT Support with the software name and business reason
• Wait for approval before attempting installation
• Never download and install unauthorized software, as it may violate security policies

Still Experiencing Issues?

If you've tried these steps and the problem persists, contact IT Support with:

• The name and version of the application
• The exact error message or behavior you're seeing
• Screenshots of the issue (if possible)
• What you were doing when the problem occurred
• Whether this is a new issue or has happened before