Knowledgebase : Troubleshooting Help
We have heard from a few agencies regarding an issue where choosing MENU > PRINT PAGE stopped working recently. It will print the page but shows an error message instead of the information: "[pageNotFoundError]Sorry, We can not find a proper page for yo...
We are now purchasing Acrobat Pro 2017 licenses for EDR since this is the most currently supported version and what SHI has available.  However, Accela is only compatible with XI and DC.  So even though we purchase licenses for 2017, agencies must insta...
When adding a new user, you need to select a Department. If you do not have "*.accela.com" in your list of trusted sites, the Department will not work. To add "*.accela.com" to your list of trusted sites in Internet Explorer: * Go to "Internet options...
An error can occur where an application in a basic service agency comes through in a way that makes the PDF of the Temporary Authorization to Begin Work appear blank with a blank square in the middle. If you go into the record to the contacts tab, you wil...
The steps for dealing with CET fees upon square footage change when the fees have already been invoiced/paid are as follows: * Change the square footage in the Valuation Calculator in the Navigation Pane. Update the existing square footage so that the ...
This is a known issue that we are working on correcting. A workaround is to input the check number in the comments field. That way it will appear on the receipt.
Please see the attached document on creating custom stamps for Adobe Acrobat Pro.
It is not possible to delete Conditions in Accela. However, they can be set to "Not Applied," which basically turns the condition off. To do that, click on the Condition name to open it, set the status to "Not Applied," and save it.
If a customer calls and is unable to see the full screen while on Google Chrome, after checking to make sure that they are not zoomed in, have them type WELCOME.ASPX at the end of the URL https://aca.oregon.accela.com/oregon/. This will remove the banner ...
Manufactured Home parks often have a high number of Owners and Site Numbers associated to an address/parcel. This can yield a high number of results when you Search for the address on the SPEAR form (see screen shot entitled Group By Parcel). The defaul...
Our Oregon ePermitting presence resides on multiple servers with Accela. From time to time, a particular server may be experiencing issues and you will see those demonstrated in the form of extreme slowness, unusual errors, pieces of standard information ...
Please see the attached document for steps to ensure that contact details appear in the scheduling and inspector apps.
Please see the attached document for instructions to open .adoc files in the Accela document reviewer.
Permissions can be granted to view, add, delete, or download documents to and from a permit in ACA. These permissions can be granted to the following groups: * All ACA users (does not require sign-in) * Registered ACA users * Applicants * Contact...
First, run the Unapplied Transactions Report in Financial Reports v3 in the Reports Page. This will allow you to view permits that have unapplied fees. If they are unapplied due to an error, they can be corrected. If they are unapplied due to the fact tha...
The attached document is a list of new features that you will find in the Oregon Inspector App compared to the Accela Inspector App. The Oregon Inspector App will be available for iPhone and iPad devices. An Android app will be available at a future date....
You will need to change the Permit Issued date in the Description of Work/Copy Recs (Unrelated) Page in the Record Navigation Pane, as this is where report data will pull from.  Once in that page, you will be able to update the Issued Date. Once you inpu...
If a permit will not issue, a pop-up with an error message will appear. This pop-up will have an explanation of why the permit did not issue. As the error message can be difficult to decipher, please use the following common errors that prevent a permit...
The Requestor Name and Phone Number WILL NOT appear on the App when the inspection has been scheduled via the back office. However, if you enter in the Contact Name and Phone Number, that WILL show up on the app. Tap the phone symbol next to the number to...
In order to successfully generate the Application About to Expire Letter Owner report, use single quotation marks around the permit number in the Record ID field. For example, '555-15-12345-ELEC' The use of double quotation marks, or no quotation marks a...
There is currently a bug in Accela that causes the contact information of the most recent permit in the records portlet to appear when you go to email a set receipt, even though it is not part of the Set. We have a ticket in to Accela to fix this. A wor...
If you receive an error message when trying to void payment transactions, use the steps in the attached document to configure your browser settings. Please note that this will help if you need to void payment _TRANSACTIONS_. If you are having difficulti...