Dealing with Error Messages & Issues Guide

If the User experiences the below error messages in a red pop up on their device, then please find the issue below and follow the ‘Resolution’ advice.

Error Message

Whoops! Something went wrong. Please try again in a few minutes

Description

There is a server connection issue

Resolution Advice

The user should try again in a few minutes. If the issue persists the user can try to change their password (we have found that for some reason this helps). If the issue continues then please report it to Mumba.

Error Message

“Retry”

Description

The SSL Check is failing when opening the app. The user will not be able to enter their login details nor click on the login button. This is an issue related to a secure connection between the app and our servers.

Resolution Advice

Technical assistance will be required from Mumba Support.

Error Message

“An error occurred while attempting to reset the user’s password: Chris21Response: BRE017: The Password has expired. Enter a new password. BRE103 access has been denied.”

Description

This error will only occur if Mumba has been integrated with Chris21. Mumba’s system account password with Chris21 has expired.

Resolution Advice

The Chris21 System account password will either need to be reverted to what it was (as provided to Mumba) or Mumba will need to be notified of the new password.

Issue

“WFP-00885 The login Failed - Message: An incorrect user name or password was entered. Please try again.

Description

This error will only occur if Mumba has been integrated with Kronos. Mumba’s system account password with Kronos has expired.

Resolution Advice

The Kronos System account password will either need to be reverted to what it was (as provided to Mumba) or Mumba will need to be notified of the new password.

Error Message

“There was an error processing your request. Please try again. If the issue persists, please contact help@mumbacloud.com.”

Description

This is a generic error message.

Resolution Advice

Please contact Mumba’s help desk with additional information as per the ‘Contacting Mumba Support’ section.

Error Message

“This is a forbidden action. If you have any queries please contact your system administrator.”

Description

The user has tried to submit a forbidden action. This means that the user has accessed something that they do not have permission to access and when they try take an action, they are rejected by the server.

Resolution Advice

The user should log out and log back in again to update permissions. If the issue persists contact Mumba Support with more information.

Error Message

“Missing attribute value for attribute PersonNumber of element PersonIdentity”

Description

A user ID has been recycled and is missing critical metadata.

Resolution Advice

Mumba will need to reconfigure the user’s account again. Please contact Mumba Support as per the ‘Contacting Mumba Support’ section below.

Error Message

“An error occurred fetching user data”

Description

Error retrieving profile information from the server.

Resolution Advice

This is a server connection issue that is usually resolved by trying again later. The issue could be related to the user’s internet connection or an issue on our server connecting to Chris21 or Kronos. If the issue persists please contact Mumba Support as per the ‘Contacting Mumba Support’ section.

Error Message

“Sorry your pay data is currently unavailable. Please try again soon! If you continue to experience difficulties, please contact xxx”

Description

Error retrieving pay information from the server.

Resolution Advice

The Payroll team and Mumba Support should be notified. Please contact Mumba Support as per the ‘Contacting Mumba Support’ section.

Issue

“Unable to verify the first certificate”

Description

An SSL certificate has either expired or been renewed by the customer.

Resolution Advice

Kronos team should be notified to check their SSL chain configuration.Mumba Support should be notified that the customer’s certificates have been renewed.