Introduction 

- Some suppliers encounter error logging in to the SLM platform.

- CSOs follow guidelines below to assist suppliers with login issues.

Scope:

- All suppliers onboarded on the platform may contact customer support for assistance if they encounter an issue in logging in to SLM platform. 

Maintenance: Quarterly

Owners:

- Robobai Customer Support Team


Instruction:

403 ERROR 


  • This error usually comes up if the supplier name is not linked in SLM. 

  • Link the supplier name to the user in SLM. Please refer to SLM: How to link the user to the supplier.

  • If the issue persists, raise SRLM ticket. Please refer to How to raise SRLM ticket on service desk.

  • Advise the supplier that the issue has been raised and we will contact them for an update in 2 business days.

  • Add notes in your Freshdesk ticket.


PURPLE SCREEN/WHITE SCREEN ERROR


  • Advise supplier to open a new web browser.

  • Advise that the platform is optimised to work on Chrome, Firefox or MS Edge. 

  • Clearing the cache may do the trick.

  • Check if the user’s email address is in SLM and attached to the supplier name. Please refer to SLM: How to link the user to the supplier.

  • Check if the user’s email address is in Azure. If not, add the user in SLM and Azure to send the SLM invitation. Please refer to Azure: How to add the user.

  • It is important to provide the SLM direct link as an alternate way to access the SLM platform https://inghams-slm.robobai-analytics.com/welcome/



 REDEMPTION FAILED ERROR/SUPPLIER SECURITY ISSUE


  • Advise if they can open the SLM invitation in incognito mode. To browse in private, open Chrome. At the top right, click “New Incognito Window”. A new window will pop up.

  • Advise the supplier to clear the cache. Advise that the platform is optimised to work on Chrome, Firefox or MS Edge. 

  • Check if the user’s email address is in SLM. Please refer to SLM: How to link the user to the supplier. 

  • Check if the user is in Azure. If not, add the user in SLM and Azure to send the SLM invitation. Please refer to Azure: How to add the user.

  • Provide the SLM direct link https://inghams-slm.robobai-analytics.com/welcome/

  • If the issue persists, they would need to contact their company’s technical team (IT) as this is an internal issue on their end. This is a firewall issue that blocks them from accessing the SLM platform. 

  • Additionally, they can still access the SLM provided that they use a different internet connection, one that is currently not connected to their network.



CREDENTIALS NOT RECOGNISED ERROR


  • (Refer to 403 Error) 

  • Advise clicking on the logout button found on the upper right corner of the page. 

  • Advise clearing the cache.

  • Provide the SLM direct link as an alternate way to access the SLM platform https://inghams-slm.robobai-analytics.com/welcome


EMAIL NOT ADDED AS A USER ERROR




UNABLE TO EDIT SUPPLIER DETAILS IN SLM 


  • This is a known issue when suppliers first log in to the SLM.

  • Try clearing the cache. Advise that the platform is optimised to work on Chrome, Firefox or MS Edge. 

  • Try to access in incognito mode. 

  • In the edit suppliers details page, all fields are mandatory, make sure all fields are filled correctly. 

  • For overseas suppliers there may be slight confusion about “state” and “postcode”, advise them to put in “none” or “n/a” – that will work. Once done they need to save it, and it will bring them back to the first screen. They will need to tick the box saying the information above is correct to allow them to proceed.

  • If the save button still does not work, you would need to raise an SRLM ticket in Service Desk. Please refer to How to raise SRLM ticket on the service desk.

  • Advise the supplier not to fill the form as we will wait for our IT’s feedback. No TAT provided. For documentation purposes, add notes in your Freshdesk ticket.