Troubleshooting Guide for EES and Updates
Q1) Is there a helpdesk that I can contact regarding issues I am having in EES? The policy branch has divided up into cells to properly handle the amount of emails and phone calls regarding policy and technical issues the field is having in EES. Continue sending emails to the evaluations policy mailbox at firstname.lastname@example.org and place in the subject line either, POLICY, IT, or PROFILE. This will help us place those emails to the specific mailbox. Please attach a screenshot of the error in your email that will help the developers resolve the issue.
Q2) I have numerous OER drafts which I need to delete, how can I delete these OERs from the queue? Anyone in the rating chain can delete an OER form if the rater has not locked his/her profile, otherwise the rater will be charged twice on their rater’s profile.
Q3) When I try to sign the OER/Support form, an error displays: I am unable to complete requested task; and internal error has occurred. Why is it saying that? Either there are no certificates in the certificate store (perhaps it is not seeing the user’s CAC) or the certificates that it does not see are not designated as signing certificates.
Q4) Why can’t I electronically sign the OER? It’s showing a red line through the block where I am supposed to sign? Ensure your browser and document mode settings on your computer is set to Internet Explorer 9 by clicking the F12 button on your keyboard. For an OER, click on the “signature removal” button on the landing page of EES and resign. On the support form, the capability to delete signatures is not available at this time.
The root cause may be a Windows permission issue when accessing the CAC reader and Digital Certificate store on your Windows workstation through Internet Explorer. If you could work with your IT staff in changing the access permissions of Internet explorer to be at the same level as an Army Gold Master workstation the signature process should work without any further issue.
The ApproveIt signature module is an ActiveX control in IE so you should have your IT personnel check the permission level of ActiveX controls in Internet Explorer first.
Some user's computers appear to be loading the control but some systems are not letting it access the Certs/CAC reader through windows internal cryptography system.
Q5) Where can I put the mandatory SHARP comment in both the Company and the Field Grade Report? Please refer to the evaluation regulations, AR 623-3 and DA PAM 623-3, dated 31 March 2014.
Q6) I keep receiving an application error when trying to complete a support and an evaluation report, what can I do? Ensure your browser and document mode settings on your computer is set to Internet Explorer 9 by clicking the F12 button on your keyboard. For an OER, click on the “signature removal” button on the landing page of EES and resign. On the support form, the capability to delete signatures is not available at this time.
Q7) Why can’t I access ERS, the Evaluation Reporting System? ERS is unavailable at this time, but will be functional 1 JUL 14. When clicking the “continue/view active evaluations” button, it will show where in the stage of processing, the evaluation is under the status column.
Q8) I can’t sign my OER. What can I do? Go to your Tools, click on Internet Options, click the Security tab and uncheck the Enable Protected Mode (requires restarting Internet Explorer).