Page Comparison

Problem

User is attempting to launch OrderConnect from Avatar and runs into one of a few error messages. Note that Help Desk contact information is at the bottom of this guide. 

Solution

Depending on the message received, there are a few different solutions. We will address them in order of commonality:

1. Passwords do not match - see screenshot:

This is due to the stored password in Avatar not matching the OrderConnect password. Avatar and OrderConnect passwords are separate, and to properly launch OrderConnect from Avatar, the OrderConnect password must be stored in the "OrderConnect User Password Update" form. Instructions on this are contained in the guide How to Reset an OrderConnect Password (towards the bottom). If the guide has been followed, please contact Help Desk to escalate a ticket to Avatar support. 

2. Does not match a valid account - see screenshot:

This is usually due to the user not having an OrderConnect account or the account being in an inactive or pending state. This will need a ticket to Help Desk with an escalation to Avatar support. 

3. Incompatible version of Internet Explorer - see screenshot:

This message usually occurs when attempting to launch OrderConnect via a browser other than Internet Explorer (i.e. Google Chrome, Firefox or Microsoft Edge). Internet Explorer must be your default browser for OrderConnect to properly launch from Avatar or to access it directly. To fix this:

...

If this does not fix the issue, please contact the Help Desk.

Related articles

...