As we get ready to launch our new Financial application – eWake Financials – we are also preparing for how to structure our support for users. We have set up a very simple, but very effective, network of people who can help you get the job done.

These procedures are different than you are used to in other applications, so these questions were designed to explain what to do with any issue you might encounter. If you have a problem that you don’t see addressed here, please submit it to smccullen@co.wake.nc.us and we will update this site with the proper procedures.

1. What do I do if I have a problem getting to the sign-on screen?
First, try to access other network resources, like your U: drive or the shared drive for your department (usually the S: drive). If you can get to either of these, you are signed into the network. In this case, please see your Departmental Trainer to ensure that you have the correct URL to access eWake Financials. If the trainer doesn't know the URL, they will submit a ticket.

If you cannot access any network resources including the shared drives or your U: drive, you are probably having a problem with your network connection not the eWake Financials application. For this problem – and only this problem – you should contact the IS Help Desk and report the issue. Please be clear in your report that the problem is that you can’t access the network so that they will know how to get help for your problem.

2. What if I can get to the eWake Financial application sign-on screen but can’t log in?
This depends on why you can’t log in. If you are on your Wake County computer and logged into the network but can’t remember your network login, try using Ctrl+Alt+Del and look at the login credentials. The sentence you’re looking for will say something like “John Doe is logged on as WAKE\jdoe”. You can also go to your U drive and look at what it’s called in Windows Explorer or My Computer. It should be something like “jdoe on ‘data1’ (U:)”. In both of these examples, jdoe is the login name. It is most likely your first initial and last name, all lower case, and is limited to 16 characters (if you are one of the users with a REALLY long name, just stop typing at 16!

If all of this fails, please see your Departmental Trainer and ensure that you are supposed to be logging in, because if you’ve never been set up as a user you will not be granted access. The Departmental Trainer can either take the appropriate steps to get you security access and appropriate training, or can submit a Finance Help Desk ticket through the eWake site to get help figuring this out.

3. I remember my user ID, but I can’t remember my password. Who can remind me what it is?
Fortunately, no one can remind you what your password is, assuming you’ve adhered to our password security guidelines! A password is not a password unless it’s secret, so if you have forgotten your credentials you will need to change your password in the system. You probably set up some questions to authenticate your identity when you were trained. The first step to resetting your password is to click on the link on the eWake Financial sign-in page and answer the security questions. You will be allowed to choose another password that conforms to the security standards, and log in with that one. If you have trouble choosing a password, please look through the documentation referenced above.

4. I know my user ID, and I remember my password, but I still can’t get in when I enter them. I don’t think the site is responding.
The first step to trying to troubleshoot your problem should always be to go to the eWake site and check for common problems that people have logging in, just to be sure. When we have a planned or known outage in the eWake application, we will post a notice on this site so that you will know that we’re working on it and when it will be available again. Please get in the habit of always doing this first!

If that doesn’t help, please talk to your Departmental Trainer and be sure nothing has changed on the department’s side. If your Departmental Trainer doesn’t know why you’re not able to log in, please have him or her enter a Finance Help Desk ticket from the eWake site and someone on the Finance Help Desk will research the problem as soon as possible.

5. I successfully logged into eWake Financials, but I can’t submit a cash receipt (or a GAX, or a receiving document, or…you get the picture).
If you have never been able to do this task, it might be because you have not been granted security for it. All security requests are initiated by the department, not by end users, so the first step will be to go see your Departmental Trainer and find out if you should do that task. If it is determined that you should do it, the Departmental Trainer will have to request a security change using the appropriate forms. These will be posted shortly on the eWake site, but in the mean time the Departmental Trainers should be able to accommodate this request with their interim procedures.

If you used to do the task or perform the transaction but you are no longer able to, the first step is to look for error messages. Are they security related? If so, you will need to work through your Departmental Trainer as outlined in the previous paragraph since changes to security must come through them. Regardless of the error messages, you should review your training documents that you received in class or review the ones posted on the eWake site. If you cannot resolve the errors on your own, your Departmental Trainer is the first line of troubleshooting as they may have received more extensive training and should be able to help you work through the errors. If you and the Departmental Trainer still need help, the Departmental Trainer will need to enter a Help Desk request through the eWake site and someone on the Finance staff will help you address it quickly.

6. I have another problem that isn’t addressed here.
If we haven’t hit on the issue you’re encountering, you can still follow the basic outline for all problems in the eWake Financial application. The first step is always to review your training materials or the training materials out on the eWake website. If you don’t find your solution, your next step is to contact your Departmental Trainer and see if he or she can help you. Finally if these both fail, and this will probably be rare, to ask your Departmental Trainer to submit a ticket to the Financial Help Desk through the eWake website. This is the fastest and most efficient path to the subject matter experts, technical experts, vendor support personnel, and system administrators who can solve your problem and get you back to work quickly.

There are a couple of points that bear repeating. First, the only time a call to the IS Help Desk is appropriate is if you can’t get access to any network resources, including your shared drives and network printing resources. If you have access to those items, all other help should come from your Departmental Trainers and the Finance Help Desk. If you start at IS or by calling someone internal in Finance, you will be redirected to this path and that will take time. Please help us support you by working with the procedures we’ve established and we will all be successful and productive with our new eWake application.