Kofax SupplierExpress - Manual (Page 85)

Kofax SupplierExpress Administrator's Guide 85
Appendix C
Problem Solving
Log In Issues
SupplierExpress log in attempts fail.
▪ Check the URL in use.
▪ Buyer—use a <Company URL> and user name and password. For example, https://
greenerwaystest.SupplierExpress.com/portalLogin.jsp.
▪ Suppliers—use a <Supplier URL>, email address, and SupplierExpress password. For
example, https://www.SupplierExpress.com/portalLogin.jsp
▪ Verify that the URL contains only alphanumeric characters. Other characters, for example,
underscores, prevent access to SupplierExpress.
▪ If you or one of your Suppliers cannot log in as a Supplier from the <Supplier URL>, click
the Forgot Your Password link on the log-in page. SupplierExpress prompts you to enter
your email address and specify your security question and answer. Once you provide this
information, SupplierExpress sends you email with a link to reset the password.
If you cannot remember your security question and answer, which prevents you from
resetting your password, click the Having Trouble Logging In link on the login page. This
connects you to an email address for additional help ([email protected]).
▪ If one of your employees cannot log in using the <Company URL>, contact your
SupplierExpress Administrator or MarkView Administrator and have the password reset
for the user account with which you are logging in.
Have the MarkView Administrator verify that the user account is a member of a MarkView
User Group configured with access to SupplierExpress.
Have the SupplierExpress Administrator verify that the user was invited to use
SupplierExpress and accepted the invitation.
SupplierExpress Stopped Working after an Upgrade or Reinstallation
You reinstalled or updated the Agent software on a computer other than the one on which
you originally installed the Agent. SupplierExpress no longer works.
The VPN tunnel that Kofax and the SupplierExpress Hosting Site set up is dedicated to an IP
address or port on a specific computer. To install or update the Agent software on a different
computer, contact Kofax to set up a new VPN tunnel for the new computer.
Supplier Cannot Upload PDFs
Verify that the PDFs that the supplier is trying to upload meets the following requirements:
▪ PDF versions of invoices; SupplierExpress does not accept other file formats.