Troubleshooting iHawk

E-form Review Problems - Second Approver

Once you click on the access link in the E-mail message you received from iss@ku.edu, the iHawk login page should have your credentials already pre-populated. You should be able to access the E-form by simply clicking on the "Login" button.

If you are still not getting to the E-form after doing the above, or you are getting an error upon submitting the E-form afterwards, it is likely that you have already worked on some iHawk requests in the past and that your browser still uses the saved information from your last session. You can try one of the following:

  1. Clear the cookies/cache/history/saved passwords in your default browser and close the browser. Then access iHawk again from the access link in the E-mail. NOTE: iHawk requests of this type have a temporary login assigned to you. Sometimes it might be a saved old password (that is, a password from an earlier iHawk request) that gets auto-populated on the login screen so, when clearing your browser cookies/cache/history, make sure to delete remembered old passwords as well or, if you wouldn't like to do this, to type (not copy and paste, but type) the password from the E-mail message into the "Your Password" field in the above screen. If you do not want to clear history in your default browser, then it is recommended that you follow the instructions given in options 2 or 3 below. If you need help on clearing your browser cookies/cache/history/saved passwords in your browser, you can also get in touch with the IT Customer Service Center 785-864-8080 and they can walk you through it.)
  2. Copy the access link from the E-mail message you received and use it (paste it) in a different browser to access the form. (This should ideally be browser you haven't used to review any iHawk requests before but, if it is not, please set up that browser to work with iHawk before trying this option.)
  3. Open a new Private Browsing / Incognito window in any browser and copy the access link from the E-mail message you received and use it (paste it) into the address bar of the private/incognito window to access the form. On the login page, type your temporary password. (That is, do not copy and paste the password from the E-mail message, but type it instead. The username field should already be correctly pre-populated if it exactly matches your E-mail address [alias] that the student used on the request.)
  4. Use a different computer to access the form, one that you haven't used before to process any iHawk requests.

Finally, in order to reduce the likelihood of similar issues affecting you in the future when working with iHawk, we recommend the following practices:

  • Always log out of the iHawk system after you are done submitting your E-form.
  • Configure the browser to automatically clear cookies/cache/history upon closing.
  • If you don't want to delete remembered passwords in the browser, it is recommended that you type the temporary password assigned to you in the E-mail message for the particular request in the "My Password" field when logging into iHawk. That is, do not copy/paste the password from the E-mail message but type it directly into the relevant field instead.

If you are still experiencing problems after trying the above, please forward your iHawk message to ihawk@ku.edu and describe the issue you are experiencing, including relevant screenshot(s).

iHawk Login Issues - Department Users

An issue may affect users with certain browser settings when they try to log into iHawk. Typically, the user enters their KU online ID and password on the iHawk Login page but the Login page either simply reloads with blank fields or the user gets an error message despite entering correct login credentials. To resolve this issue, please try the following:

  1. Clear all the cookies/cache/history/saved iHawk passwords in the browser you are using to access iHawk and also make sure the browser is configured to accept cookies. ( This should be a browser that you don't use regularly to log into other websites with saved login credentials. If you need help on clearing your browser cookies/cache/history/saved iHawk passwords, you can get in touch with the IT Customer Service Center 785-864-8080 and they can walk you through it.)
  2. Close the browser, reopen the iHawk page and try logging in again using the blue login button.

NOTE: To eliminate the browser history as a factor without clearing it in your settings, you can try opening a new private / incognito window in any browser, then go to the iHawk page, click on the blue LOGIN button, and type in your KU online ID and password.

  • If you get an error, please send the error ID or a screenshot of the error page to ihawk@ku.edu.
  • If you are able to log into iHawk this way, it means that you need to clear more of your browser history to be able to log in when not using a private browsing / incognito window. In this case, you may want to use a browser that you don't use regularly and set it up to clear all history on exit; then it will work with iHawk.

Recommended Practices

Finally, in order to reduce the likelihood of similar issues affecting you in the future when working with iHawk, we recommend the following practices:

  • Always log out of the iHawk system after you are done working.
  • Configure the browser to automatically clear cookies/cache/history upon closing.

Other Common iHawk Login Issues

  • If the cookies/cache/saved passwords are cleared, or if you used a private browsing / incognito window, but you are still getting an error, it might be that your password has expired. Please try logging into myKU portal with the same KU online ID and password. If you can do it, then please change your password and try to access iHawk again.
  • If you can't log into myKU portal, and your KU online ID is correct, the password you are trying is invalid. If you forgot your password, try to reset it by answering your challenge questions.

If you have trouble resetting your password (for example, because you forgot answers to your challenge questions), you should get in touch with IT Customer Support Center as only they are able to help you. Their contact information is as follows:

785-864-8080

itcsc@ku.edu

If you are still having trouble logging into iHawk after trying the above steps, please send an email to ihawk@ku.edu and include a description of the problem and a screenshot of the error page.