Login Errors and Site Issues
Trouble-shooting steps for common login issues and other errors.
Troubleshooting 101
Always make a quick mental note about what action you were attempting when encountering the error (e.g. logging in, adding new field, adding a new link, running a report)
Refresh your active page and force a new login.
If problem persists, clear your cache (always select the “for all time” option rather than a short period like “last 24 hours”)
Log out of site and try another internet browser (Chrome or Safari)
Once you have exhausted these steps, or if an action is repeatedly triggering and error. Contact the Database Manager to report your error and provide the action that caused the error, the time, and what steps you may have taken to resolve it.
Steps for Specific Error Messages
If site will not load, contact database manager immediately or create support case on Gallery System’s Community site.
Login Failed: There are no more licenses for TMS Collections
This means we have reached our maximum user limit (12).
Report to Database Manager
Ask a colleague if they might log out to allow you access.
Login Failed: User has reached the limit of active sessions.
This means your personal account still has or “remembers” active sessions by mistake. To avoid this error, be sure to log out when finished with the site, rather than closing a browser tab.
Look through your browser tabs for another tab where TMS is active
If none, contact Database Manager to clear your sessions
If Database Manager is unavailable, create new support Case on Gallery System's Community site
Login Failed: Missing Relay State
This is an error caused by our SSO implementation where our university’s EID service is not communicating with Gallery System’s server. It is typically caused by the host machine being out of sync with local time. (This error is much less common since our last service upgrade.)
Clear your browser cache (always select the “for all time” option rather than a short period like “last 24 hours”)
Restart your browser
When these steps do not resolve the error, contact Database Manager
If Database Manager is unavailable, create new support Case on Gallery System's Community site