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There are various errors that can occationally display when interacting with SLP. We are now documenting all common errors, the reason they display and the action required to allow users to quickly respond and self diagnose these issues.

If you experience an error not described below, please log a call to the SWO Service Desk.

 

  
Unexpected Error

​This error can occur for a variety of reasons and is usually displayed during times of peak traffic. Times for peak traffic are 8.00-9.00 am, 12.00-1.00 pm and 3.00-4.00 pm.

​If you continuously experience this error (particularly not during peak times as detailed previously) please take a screenshot of your error message so we can clearly see the date and time stamp as well as the correlation ID.

Then log this as a call with the Service Desk and the SLP Team will be able to investigate the error logs to determine what could be causing the error.

Access Denied

Although not technically an error, you will see this message when you are attempting to access an area within SLP that your account does not have access to.

Please note: This does not mean your account isn't working; the message states "you are currently signed in..." - This message simply means that you do not have access to the area/document you are trying to get to.

​Your first point of contact (if it is known) should be the person, administrator or team for the document or site you are trying to access.

If you do not know a contact or are unsure, you should log a call with the service desk, stating the document or site you were trying to access when you recieved the "access denied" message. The SLP team will then be able to advise you of the person you need to contact. Should you then require access, the administrator for the document or site will confirm to the SLP team that your account can be authorised to access the relevant content.

Unable to process the request

​The way in which the software attempts to open Excel files can sometimes cause this error message to display, essentially preventing the user from opening the file.

​If you experience this error, please log a call with the Service Desk, including where the Excel file you are trying to open is located. For example:

I am trying to open an Excel file located in the Reports document library in my Staff site

 

Sorry, we couldn't open

​This message occurs due to the interaction between Microsoft Office on your machine and SLP. There are specific settings required on your computer, usually applied via your schools Server.

​If you experience this issue, then please provide your schools ICT Technician with the following guidance - http://el.im/slptechnicaladvice.

If, after the relevant configurations have been applied, you continue to experience this error, please log a call with the service desk and a member of the SLP Team will contact you to investigate further.

Windows Security

This message occationally displays for users attempting to open Microsoft Word documents that are stored on SLP. It is caused by Microsoft Office attempting to authenticate who you are - even if the document is public.

​To resolve this issue...

1. The first and quickest method is to simply continue to press cancel on the message which will eventually stop displaying and allow you to open the document.

2. To permanently solve this issue, follow the technical and configuration advice in this document.