6 Troubleshooting

This section provides answers to common troubleshooting issues.

6.1 Access

Cannot log into CTS

  • Check your credentials are correct. You use the same credentials to access CTS as you do Smart Client UAT. Both the username and password are case sensitive.

  • If you forget your username or password, contact Thredd by raising a Thredd JIRA to request your username or a password reset.

How do I reset my password?

If you are logged into CTS, you can change your current password using the Reset Password option. For more information, see Resetting your Password.

If you are not logged in and need to reset your password, contact Thredd by raising a Thredd JIRA

“This site can’t be reached”

If the message “This site can’t be reached” appears, this means that your IP address is not on the ‘allowed list’ on our system. Contact Thredd by raising a Thredd JIRA to request that your IP address is added to the allowed list.

6.2 Test

400 or 500 errors

The CTS system provides you with responses each time a transaction is executed. Depending on the information sent, the transaction is either approved or declined. If the transaction is declined, CTS provides a reason and response code to explain why.

Occasionally, if the system does not get a response within the required time frame, a timeout may occur and a 400 or 500 error is displayed. This shows as aborted in the history screen. If this issue continues, raise a Thredd JIRA for Ops to investigate further.

For a list of response codes, refer to the Thredd External Host Interface Guide.