SAP B1 on

Basic
Cloud Troubleshooting
LEVE ONE
Errors or technical issues outside the
Lcontrol of FIT Academy.
• Hardware/device issues
• Connectivity issues
• And any other issues outside the SAP
system
LEVE TWO
Errors or technical issues supported
L
by FIT Academy.
User End
1. Incorrect User Name and
Password
User End
Reason 1: Wrong input of user name and password.
Solution 1: Input the correct user name and password carefully.
Remember that both are case sensitive and take note of special
characters.

Reason 2: Wrong database/company selected.

Solution 2: Select the correct database/company.

Reason 3: Can’t remember the new password.

Solution 3: Reset password using the manager account.
For Solution #3

(1) Instructor must log-in on the manager account

(2) Go to My Personal Settings on the tool bar, user set-up window
will appear
(3) Switch to Find Mode (Ctrl + F)
(4) Input the user ID of the student on the first field (ex. Student 1,
Student 2, etc)
(5) Click Find
(6) Go to Password
(7) Set new password to 1234
(8) Click Update on the Password window
(9) Click Update on the user-setup window
(10) Let the student try again using the new password
User End
2. Locked User
Reason 1: Too many failed
attempts in logging in. After
5 times of trying to log-in
with the incorrect password,
the user will be locked.
Solution #1
Unlock the student account using the manager account
(1) Instructor must log-in on the manager account
(2) Go to My Personal Settings on the tool bar, user set-up window will
appear
(3) Switch to Find Mode (Ctrl + F)
(4) Input the user ID of the student on the first field (ex. Student 1, Student 2,
etc)
(5) Click Find
(6) Go to Lock User, make sure to uncheck it.
(7) Click Update on the user-setup window
(8) Let the student try to log in again
User End
3. Application Quits or
Request timed-out
Reason 1: Sudden internet disconnection

Solution 1: Double check your internet

connection then open SAP. Do not simply
reload or refresh the website, you have to enter
the link again.

Reason 2: Application idle for 60 minutes

Solution 2: Log-out of the system if you are not

using it
User End
4. Invalid SAML2 SSO request reference token
Reason 1: Did not properly logged out previous session (simply closed the browser,
clicked
back to log out, transferred to another site without logging out). To properly log
out go to Menu Bar > File > Exit.

Solution #1: Close SAP tab > Go to Browsing History of your browser > Clear Cache
and Cookies > Open New Tab > Enter SAP Link

Solution #2:
If clearing cache and cookies did not work > Contact FIT Academy
Server End
1. Stuck at Please Wait page upon logging in

Solution: Contact FIT Academy

Server End
2. Server unavailable

Solution: Contact FIT Academy

The End of Chapter 2
Thank you for Reading!