Colleague Problem Reporting

Guide to reporting Colleague Issues to the Technology Help Desk

If you encounter problems while using Colleague or Benefactor, please follow these steps depending on the issue:

Maximum number of sessions has been reached

  1. If it is during the Thursday morning ITS Maintenance Window or other system maintenance, wait until the window is over and try again.
  2. If it is not during system maintenance, contact the Technology Help Desk.

Stuck (Cannot Function)

  1. Verify the session is really stuck. Often, the screen with focus is hidden behind another window. Try Minimizing and Maximizing Colleague to bring the message back to the front.
  2. If the session is stuck, then use the ‘X’ in the top right corner or End Task. You do not need to contact the Help Desk.
  3. When you are back in Colleague/Benefactor, select Options – Reload Scripts.

Locked on user xxx

  1. If it is not urgent, try to access the record later.
  2. If it is urgent, contact the Help Desk and provide:
    • Name
    • Phone Number
    • Record on which you are locked (not the Luther ID, but the ‘xxx’ as stated in the error)

Connection closed by host

  1. If this message was caused by the 4 Hour Timeout, do nothing.
  2. If you do not know why this message occurred, contact the Help Desk with the following information:
    • Name
    • Phone Number
    • Time at which your connection was aborted

Contact the Help Desk for any other issues.