FAQ

System messages or error messages are annoying and disrupt the workflow. These are often minor causes with a major impact. You can resolve some of them yourself in order to continue working promptly. On this page we give you an overview of how you can deal with messages in our applications and programs.

FAQ - Frequently Asked Questions - are a collection of frequently asked questions with appropriate answers. So that you can get on quickly.

If there is a problem with the internet or in the web environment, the internet browser (Firefox, Google Chrome, Microsoft Edge, etc.) displays a so-called HTTP status code. What is an HTTP status code? A three-digit number to roughly describe the type of error. You can find a detailed explanation in the Wikipedia entry.

Which typical HTTP status codes can you encounter?

Sometimes programs or applications display error messages in the Internet browser. This means you cannot access data or functions. This is annoying and time-consuming. One possible cause is that the used authorisations for the user account have been removed or changed. The system then tells you that it cannot perform the desired action.

In this case, contact an administrator to obtain the missing authorizations. If necessary, obtain confirmation/approval from your line manager.

Are you unable to log in successfully to one of our applications?
You can quickly perform the following checks yourself:

• Is the Caps Lock key activated?
• Is the numeric keypad deactivated?
• Is the input language correct? The input language, e.g. German or English, affects the keyboard layout. Check the language in the taskbar.

Are you using the correct password and cannot log in despite entering the second authentication factor correctly?
Then try the following tests:

• Restart the browser and see if the login works.
• Try using a different browser to log in.
• Test the behavior when logging in if you activate InPrivate browsing. You can find information on private browsing in Wikipedia. You can find out how to activate InPrivate browsing in Microsoft Edge here.

None of the tests have changed the result? Contact your responsible administrator to have the user account checked.

System functions may be restricted during maintenance work. In this case, we ask you to be patient and call up the application again at a later time. So that you can plan your work accordingly and are not unpleasantly surprised, we have defined precise time windows for our maintenance work.
These fixed maintenance windows are:

• the second Sunday of each quarter from 05:00 to a maximum of 12:00 and
• the second Wednesday of each month from 05:00 to 06:30 at the latest.

In software development, we distinguish between different instances for applications. They are provided by different systems, which in turn have different availability times. It may be part of your job to work in both environments.

Which systems do we differentiate between?

• LIVE: The productively used LIVE system is generally available to you 24/7. The only exceptions are the maintenance windows mentioned above. If errors occur in the live system, please contact our Support team to get help as quickly as possible. The service levels that have been agreed with you in the SLA contract will apply.
• QA: The QA system used for quality assurance and your tests is available with lower availability times than the live system. If errors occur, this may be due to the fact that we are currently testing or installing a new version of the software. Try using the functions again after waiting a while. If this does not lead to a solution, please contact the responsible project team.

If an unexpected system or error message occurs: Make sure that you are in the intended working environment Live or QA. You will recognize the addition QA in the address bar of your browser.

If you have taken all measures and the error persists, our support is there for you.
Please contact us with as detailed a description of the error as possible. In particular, screenshots with the error message often help us. On our page Support you can find our direct dial numbers and e-mail addresses.

Despite all our foresight and planning, experience shows us that something can always go wrong. When something like this happens, we do everything we can to rectify the error as quickly as possible. With your feedback to our support team, you make a decisive contribution to us finding a satisfactory solution for you promptly and effectively.