Troubleshooting Support Site and Case Access Issues


Table of Contents

How to Access Cases
User Interface Issues
Access Denied Error
You Are Already Logged In Error
Related Articles

How to Access Support Cases

Detailed instructions regarding accessing Support Cases can be found in the following articles: 

User Interface Issues

The following issues can be indicative of a browser configuration issue: 

The following two steps resolve most user interface issues: 

  1. If using Internet Explorer, remove "Compatibility View" for all ShoreTel sites: 

User-added image

  1. Clear the browser's cache. Note that the example image below pertains to the Internet Explorer browser. Please refer to either the Help section of your chosen browser or your IT team to verify the correct steps to complete these actions for your specific browser version. 

User-added image

Access Denied Error

If an "Access Denied" error is encountered, refer to the instructions regarding clearing your browser's cache in Step 2 of the User Interface Issues section of this article.

If clearing the browser's cache does not resolve the issue, please make a note of the exact "Reason" text provided on the Accessed Denied page and contact the ShoreTel Support team for further assistance. Depending on your phone system, see the ShoreTel Sky Support or ShoreTel Connect CLOUD Support articles for more information.

User-added image

You Are Already Logged In Error

This error occurs when a user has a session currently active on the ShoreTel Support site and attempts to log in again. To resolve, please click on a hyperlink (e.g. - Support, Home, Cases, etc.) to confirm data can be accessed with no further errors.

User-added image

Related Articles

ShoreTel Sky Customers

ShoreTel Sky Support
Support Cases
ShoreTel Sky Portal

ShoreTel Connect CLOUD Customers

ShoreTel Connect CLOUD Support
Opening a Support Case
ShoreTel Connect Portal User Guide TOC
ShoreTel Connect Client User Guide

Both ShoreTel Sky and ShoreTel Connect CLOUD Customers

Which ShoreTel cloud-based phone system are you using?
How Do I Search the Knowledge Base?
ShoreTel Trust
Customer Service

ShoreTel Dates

Created Date 2013-02-07 - Modified Date 2017-05-11

Article: 000005905