Lawson End User Support Scenarios Lawson log-in page doesn’t come up

1. 
   Lawson log-in page doesn’t come up
   
   1. 
      Check URL https://lawson.usc.edu/lawson/portal
      
      1. 
         Does user see error message “The Portal cannot load because it cannot initialize the single sign-on component”?
         
         1. 
            If YES:
            
            1. 
               Call Lawson Support to open helpdesk ticket for further assistance.
               
         2. 
            If NO, go to 1) b).
            
   2. 
      Is the user using Internet Explorer 6 or 7?
      
      1. 
         If NO:
         
         1. 
            Is user using IE 8? If YES:
            
            1. 
               Contact your IT support team and direct them to the following MicroSoft knowledge base article: http://support.microsoft.com/kb/957700/en-us
               
         2. 
            Any other browser (Fire Fox, Safari) is not supported. Redirect user to their IT support team.
            
            1. 
               NOTE: Mac/Linux users can access IE from a virtual Windows XP desktop such as VMware Fusion or Parallels.
               
2. 
   User cannot log in
   
   1. 
      User knows his/her user name and password
      
      1. 
         Verify whether username and password are being entered correctly
         
         1. 
            Verify Caps lock is off
            
         2. 
            Verify Numlock is off on the laptops
            
         3. 
            Please type password in the username field to visually confirm
            
         4. 
            If user still cannot log in, contact Lawson Support and open helpdesk ticket
            
   2. 
      User has forgotten his/her username
      
      1. 
         Contact Lawson Support and open a helpdesk case
         
   3. 
      User has forgotten his/her password
      
      1. 
         The user can perform a self reset of their password by visiting: https://med-reset.usc.edu/smop. This site does require preregistration.
         
      2. 
         If the user is unsuccessful, contact Lawson Support for further assistance
         
3. 
   User cannot access a form they expect to be able to access, and is getting error message “Token does not exist” in pop-up window
   
   1. 
      Contact Lawson Support and open helpdesk ticket
      

4. 
   User cannot perform an action on a form they expect to be able to perform (such as Inquire), and is getting error message “Security Violation” in status bar
   
   1. 
      Contact Lawson Support and open helpdesk ticket
      

5. 
   User cannot print
   
   1. 
      Is user trying to print using the Lawson Print Manager (network printing)?
      
      1. 
         If YES: Network printing is not available at this time. Create a pdf or csv file, and print locally
         
      2. 
         If NO: Contact your internal IT support provider for further assistance.
         

• 
  Phone: (323) 442-4444 (x 24444)
  
• 
  Email: LawsonHelp@usc.edu
  

Lawson Program Office

• 
  Phone: (323) 442-2329