Driver Portal Troubleshooting
Troubleshooting
Authentication Failed - Invalid Sign-on Token
If a user clicks on the URL link sent by the Forgot Password? feature and gets this error, it means either
They have clicked on the link previously (it will only work once) or
Their email system has triggered the URL while running security tests for phishing (thus using up the one-time link)
In both cases, the easiest way to manage this is to reset the driver login or reset the employee login.
Authentication Failed - Invalid Username and/or Password. Password is case sensitive
There are various reasons why this error may appear.
Drivers / Contact "Email" - check there are no blank spaces at the front or end of this field
Employees / Contact "Email" - check there are no blank spaces at the front or end of this field
403 Forbidden
If drivers or employees get a '403 Forbidden' message when they are logging into the portal, they are either
trying to log in from a Geo-blocked location
their login has triggered another blocking rule in the system
If they are trying to login from a blocked location, they will need to run a VPN connection from an unblocked location (like Australia) or wait until they have returned to Australia to access the system.
If you find that geo-blocking is not the cause, contact Catch-e Support to raise a ticket and investigate.
404 Page not found
A driver or employee will see a '403 Page not found' message if they are trying to access the portal and a malformed single signon token has been used in the API.
Contact your IT Department about this issue.
Raise a vehicle claim
Driver can log in but gets an error when they click on Raise a Claim button
If your driver or employee can log into the portal but get an error message if they click on the "Raise a claim" button, this means their access to this function has been disabled.
Check that the user has a suitable contract for raising claims.
Contract Types / Details "Claims Tab" must be checked.
Drivers / Contact "Driver Claims" must be checked.
Contracts / Contract "Contract Start" - check this is populated.
Contracts / Contract "Contract End" - check this has not been reached.
Contracts / Contract "Suspend Date" - check this has not been populated.
See also the Validations and Alerts that are documented for this button.
Submit Claim Error
If an error is returned when you "Submit Claim", check that the Card Interface is configured correctly. There can only be one interface where the "Interface Type" = 'Claim' and it needs to be linked to a valid supplier.
Attach Receipt Error
Only files with an extension stored in gb_mime_types will be accepted for upload in the driver portal. i.e. if the extension is missing or does not match, the error below is returned.
"Unrecognised or unsupported attachment. Please check your file contains a valid extension and is a supported file type."
Unable to load receipts
If the Driver Portal is used in an iframe and the user is trying to attach a receipt whilst working via VPN, their organisations firewall may block this. Advise user to try again when they are not logged into a VPN.
Unable to select photo on iPhone
User unable to select a photo to attach - if the users phone is an iPhone with an IOS 13+, they will need to update their settings for this feature to work.
Connection Error
A connection error can happen at the end of the claim process if the Claim confirmation email is not completely set-up.
The message will look like this:
A connection error has occurred while processing your request.
Please press F5 to refresh the screen and try again.
One data set-up issue looks like this:
You have have set the gb_controls "approval_reimbursement_notification_flag" to be 'yes'
There is no Posting Class called 'PORTAL' set up.
Or
The 'REIMBURSE' interface is not set-up
The 'REIMBURSE' interface supplier is not set-up
When the claim is being completed, the system needs the 'PORTAL' posting class to create the email and contract event.