HR21 Employee & Manager Self Service Troubleshooting Guide
Contents
1. failed attempts Error message BREO12 Account locked access not allowed BRE103 Access has been denied Email hr21 queries westlothian gov uk to be unlocked e HR lock out all HR21 users to allow updates to be done Error message BREO12 Account locked access not allowed BRE103 Access has been denied This can take up to an hour please try to access the system after this period of time 5 System keep logging you out gt Reason May need to do some housekeeping on computer gt VV VV WV Yv v Go to Internet Options Privacy Pop Up Blocker Pop Up Blocker Settings Check in Allowed Sites for the HR21 link If not there copy HR21 link https hr21 westlothian gov uk HR21v3213 Interface login aspx to Address of website to allow Click Add Close 6 Can access system but cannot see menus Blank drop down boxes Right click mouse Click on Personalize If cannot see Personalize Click on Control Panel look for Personalization Click on Windows 7 Basic The recommended browser for HR21 is to Internet Explorer but if you choose to use Google chrome you may experience problems Data Label Public 7 Cannot print Pay Slip gt Reason May need to do some housekeeping on computer gt VV VV WV Vv Go to Internet Explorer Tools Pop Up Blocker Pop Up Blocker Settings Check in Allowed Sites for the HR21 link If not there copy HR21 link https hr21 west2. Sw ime West Lothian Council Pe HR21 Employee amp Manager Self Service Troubleshooting Guide HR Services January 2015 Version 5 Data Label Public INDEX 1 New Users Logging in first time 2 Where to find link 3 Passwords 4 Locked out 5 System keep logging you out 6 Cannot see Menus 7 Cannot print Pay slip 8 Cannot find car registration 9 Claims submitted not paid in salary 10 Windows 7 Upgrade Data Label Public 1 New Users Logging in first time When you are eligible to access HR21v3 your manager will hand you a letter which will advise e Where you can find the link to access HR21v3 e Password which can only be used once at first login e Your login ID is always your employee number e After first login you have to change your password it is the password on your letter which is now entered in the Pink Box before you can create a new password e If you have not received a letter contact your manager 2 Where to find the link The link can be found on MyToolkit Access to HR Services which is available on the Intranet e Click on Employee Self Service HR21 amp Impensa HOME e Find HR21 v3 e Click on HR21v3 This link can only be accessed via the council network To add link to your favourites for easier access to HR21 e Goto Internet Explorer e Click on Add to favourites e Copy Paste HR21 link to Name e Click Add e If you wish you can re
3. lothian gov uk HR21v3213 Interface login aspx to Address of website to allow Click Add Close 8 Cannot find Car Registration gt Reason if you cannot find your car on this list HR Service have not been notified of your car details To get your car added to the list Email hr21queries westlothian gov uk with Reg Make Model Fuel Type amp Engine CC You will receive a confirmation email when your car has been added to system 9 Claims submitted not paid in salary gt Reason Claims have not been approved by your manager you should receive an email advising you that your claims have been approved Contact your manager gt Reason Claims submitted approved to late missed payroll deadlines but will be paid in the next available salary Data Label Public 10 Windows 7 upgrade Since the upgrades to windows 7 some HR21 users are experiencing problems accessing the system or are been logged out after a short period of time If you are experiencing any of these problems you will have to carry out the following process to correct these issues Process to follow HR21 Upgrade Windows 7 Access Internet Explorer e Click on third icon Tools left hand corner of screen beside star icon e Choose Internet Options e Click on Security SS SS SS Select a zone to view or change security settings e amp Y Y O Internet ele Seige es Trusted sites Restricted sites Sa This z
4. name link e Link can also be found on email sent by hr21queries westlothian gov uk when you request a password reset Data Label Public 3 Passwords Password issues are the most common queries we currently receive in HR Here is an overview of error messages generated by the system and possible reasons why Password rules Password expiry Password resets are all detailed in the HR21v3 User guide The guide can be found on MyToolkit Access to HR Services e Click on Employee Self Service HR21 amp Impensa Home e Employee User Guide Password Error messages e Error message BREO15 The password is incorrect BRE103 Access has been denied Reason You have entered an incorrect password Reason You have not followed the Password rules refer to User Guide Email hr21 queries westlothian gov uk gov uk for password reset e Error message BREO17 Password expired You must repeat the old password in the pink box then create a new password BRE103 Access has been denied Reason Password has expired after 60 days Reason New password sent by HR must change password Create a new password following password rules Refer to User Guide IMPORTANT Remember to enter your old password in the pink box before you enter new Password the system does not tell you to do this Data Label Public 4 Locked out There are two reasons why you may be locked out of the system e The system will lock you out after three
5. one is for all websites that are found on your intranet Security level for this zone Allowed levels for this zone All Medium low Appropriate for websites on your local network intranet Most content will be run without prompting you Unsigned ActiveX controls will not be downloaded Same as Medium level without prompts Enable Protected Mode requires restarting Internet Explorer Custom level Default level Reset all zones to default level Some settings are managed by your system administrator Cx cmt e Click on Sites e Click on Advanced e Copy Paste HR21 link to Add this website to the zone e Click Add e Click Close Data Label Public Use the settings below to define which websites are included in the local intranet zone Automatically detect intranet network _ Indude all local intranet sites not listed in other zones _ Indude all sites that bypass the proxy server _ Indude all network paths UNCs You can add and remove websites from this zone All websites in this zone will use the zone s security settings Add this website to the zone Copy Paste HR21v link Can be found on my Tool kit Click Add Data Label Public
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