Troubleshooting Employee Self-Service Portal Issues

Employee Self-Service Portal Issues

The Employee Self-Service portal allows employees to access important information such as benefits, pay, and more. Users must be set up with Multi-Factor Authentication (MFA) to access the portal. Below are common issues and their solutions:

1. Why do I see the "Session timeout" error?

If you see the error message:

This issue may occur due to an expired session or browser cache. Try the following solutions:

1. Terminate your browser session:
   1. Windows:
      1. Right-click on the browser icon in the taskbar at the bottom of your screen.
      2. Select "Close window" and ensure all open tabs are closed.
   2. macOS:
      1. Right-click on the browser icon in the dock and menu bar.
      2. Select "Quit" and ensure all open tabs are closed.
   Once all browser sessions are terminated, reopen your browser and log in to https://ess.luc.edu.
2. Use an incognito window:
   1. Open a Google Chrome session.
   2. Click the three vertical dots in the upper-right corner.
   3. Select "New incognito window" from the dropdown menu.
   4. In the new tab, enter https://ess.luc.edu, and log in with your LUC credentials.

2. Why won’t specific links (e.g., W-2/1095-C) open?

This issue might occur due to a browser cache issue or session timeout. Try the following solutions:

1. Clear your browser's cache:
   1. Refer to your browser's help section for instructions on clearing the cache.
   2. If clearing the cache does not work, try using an incognito window as described below.
2. Use an incognito window:
   1. Open a Google Chrome session.
   2. Click the three vertical dots in the upper-right corner.
   3. Select "New incognito window" from the dropdown menu.
   4. Enter https://ess.luc.edu and log in with your LUC credentials.

Still having trouble?

If the solutions above do not resolve the issue, please contact the ITS Service Desk at ITSServiceDesk@luc.edu.