How do I troubleshoot issues with my account?

    in Admin Dashboard

    Having a problem with your account? There are a few simple troubleshooting steps you can take to resolve simple issues. If you cannot successfully resolve the problem, we need as much detail as possible.
    Check out the tips below.

    • Common Issues

    Information missing or displaying incorrectly? Clear your browser’s cache, history and/or cookies.
    Internet Explorer, Google Chrome, Firefox, Safari are commonly used browsers.
    Browser cache: information (ie logo, data) stored in a local place on your device from an initial visit to make a page load faster on subsequent visits.

    Example: How to clear your cache in Google Chrome
    Open Chrome.
    On your browser toolbar, click the Chrome menu
    Click More tools > Clear browsing data.
    In the box that appears, click the checkboxes for “Cookies and other site and plug-in data” and “Cached images and files.” Use the menu at the top to select the amount of data that you want to delete. Choose beginning of time to delete everything.
    Click Clear browsing data.

    Experiencing site slowness? Run a speed test on your internet connection.
    Record the download and upload speeds

    Site speed results are not a clear indication of a problem with your internet connection or with Magnus. It is key information to provide when you are experiencing loading issues.

    Having trouble with file size? Change the file size or resolution.
    Some files are not optimized for web upload depending on how they were created. File size issues can happen with a document whether it is one page or 10 pages. Combined file size max is 5MB for Magnus.

    Received an “Error 500” message?

    Getting an “Error 500” screen means something went wrong as the system attempted to process your clicks. Please let us know when this happens.

    When you receive an error message, immediately think about what you were doing leading up to it. Before you contact us, jot down the following:

    What were you trying to do in Magnus? More details can result in faster resolutions.

    What steps did you take? Example: went to Front Desk, searched student from Student Medical Record page, load time exceeded 23 seconds and then received 500 error.

    What is your browser information? Go to (note: do not include www.) and provide the resulting information to us.

    • Tips and Tricks

    *Check with other Magnus users to determine if they are experiencing the same issue.
    *Restart your computer and/or log into your account from another computer or device.
    *Take a screenshot or record your screen.

    Screenshot Options

    If using a PC you can hold down the Alt key while clicking the PrtSc button at the same time. This will copy your screen so you can paste it to an email or a Word document.

    Search the Start Menu for the Snipping Tool. If available, select it and left click on you mouse to drag the box around what you want to screenshot. Finally click File > Save As. Attach the saved image in your email.

    If you are using a Mac select and hold: Command + Shift + 3.

    Check out other screenshot resources

    • User Permissions Required For This Guide
    Administrator Only