Symptoms
After entering a page or job name in Banner and attempting to navigate to that page or job, you are presented with a blank screen or you receive one of the following error messages:
- "IP address could not be found"
- "banneradmin-prod.ec.vcu.edu took too long to respond"
- "Session Initialization Failed. Couldn't access remote session service"
Environment
Banner
Solution
These errors usually indicate that you are either not connected to VPN or your browser cache needs to be cleared.
VPN Troubleshooting Steps
Connect to either Zscaler or Cisco AnyConnect if you are not connected.
You should only connect to one of the VPN options. Zscaler is preferred.
Restart your VPN connection if it looks like you are already connected.
Browser Cache Troubleshooting Steps
If the error still appears while connected to VPN, use the instructions located at this link to clear the cache of your browser.
Make sure that the Time range of "All time" is selected when clearing cache and the "Cached images and files" and "Cookies and other site data" checkboxes are checked.