Troubleshooting Online CEF Issues

This document addresses some of the most commonly reported issues with the Online CEF product, and how you can resolve.

Can't Create a Web Account

If your client is reporting that they are unable to create a web user account, verify the following:

• Does the User ID meet your organization's requirements, established in the Web Settings screen
• Does the user ID differ from the email address? The system will not allow a user ID that matches the client's email address. (For example, you cannot have a user ID of John.Doe if your email address is johndoe@gmail.com)

Client Can't See Account Information

If your client was able to successfully create a web account, but does not see account information when they log in, the most likely cause is that their Web ID is not linked to their Constituent record in the NA Web Access. Verify that the web ID is present on their NA Web Access account

If that is not the issue, go through each step of the process to grant web access and verify that each step has been completed.

Client Cannot Log In

If the client has received their activation code and entered, but still cannot log in successfully, check their web account and verify that it is active.