Troubleshooting in DP Planner

Relevant to: faculty, staff, and students

In order to access DP Planner you must use your permanent SUNY Empire login and password.  Your login will remain active throughout your college career.

• I can't login to DP Planner: Please check the following prior to logging in to DP Planner:  
  • Are you going to the correct web address to log in to DP Planner? (http://www.sunyempire.edu/dpplanner)
  • Are you using the correct login information?  You cannot use the temporary password.  You must use your SUNY Empire Login Name and Password.
  • The system is case-sensitive: check if you are using capitalization in your login or password. 
  • Is your browser is set to accept "cookies"?  This function must be enabled to login. 
• When I click on "Return to Degree Program in Progress" I get a Page Not Found error message.  
  • This may be because of a saved cookie on your browser. 
    1. Close all browser windows you have open
    2. Re-launch the browser
    3. Go back to the Degree Program in Progress login page.
• When I click on one of the DP Planner navigation links I get an Error on Page message. How do I continue?
  There may be several issues that produce the "error on page" message you're encountering. Here are some troubleshooting techniques to try:
  • First, try closing the browser and restarting the device.
  • Sometimes there are momentary connectivity issues that can be resolved by rebooting and accessing the DP at a later time.
    If there is still a problem, try the following suggestions:
  • Do you have popup blocker software installed on your device? Though this may not be the culprit for this particular action it's often the source of similar messages. To check, run our quick test:
    http://www.sunyempire.edu/tys.  If the last line displays a red colored X, then you may have one or more popup blockers enabled. For the DP Planner to work correctly you will need to disable all of them. For instructions on disabling popup blocker, read the Knowledge Base article How To Enable Pop-Ups in your Browser. Since there may be multiple popups enabled, it would be a good idea to run the TYS each time you disable a popup. If you need additional information, read the online help for each blocker.
  • There may be several browser related settings which may be preventing access. For starters, try clearing your browser's cache. For instructions read the knowledge base article titled Clearing a Web Browser's Cache.
  • Also, check that your browser is set to accept cookies. After each correction, exit and re-launch the browser.
  • Finally, try accessing the site from a different device.
• When I login into degree plan in progress, it isn't there and I have to start over. What happened?  Do not start over until you have checked the following:
  • Are you are logging in at the correct location?
    1. Go to: http://www.sunyempire.edu/returntodpplanner. (Not the same address for starting a new DP)
  • Try to Refresh or Reload your browser after login.  You might be looking at a changed page.
  • If you created your Degree Plan with something other than your current MySUNYEmpire login and password, or created it under a different last name, and do not see your existing Plan when you login, please contact the Help Desk and explain in detail the above situation.
• Why aren't my credit totals adding up correctly?  
  • Did you enter anything other than a number (e.g., a dash) in one of the credit fields?  If so, the credit totals break and do not add up correctly. To fix this, go back and check your credit entries and remove/replace any non-digit entries. For anything that does not have any credit value, you can leave the box blank or enter the digit 0 (zero).  
     
• When I click on the Transcript Credit or Credit by Evaluation links I see a blank screen and cannot enter my courses.  
  • This is usually an indication that you have not yet visited the "Edit Profile" page to designate the number of Transcript (i.e. Transfer) or Credit by Evaluation sources (i.e., institutions where you received those credits). Once you enter these sources, you will be able access the appropriate pages and enter specific titles, credit amounts and other information. 
• When I save changes to my degree plan they are not being displayed in the Official Format. Why not?   This may be due to one of several reasons. Please check the following: 
  • Refresh or Reload the page (using the button on your browser menu) where the changes should be displayed. Your computer may be setup to only refresh previously viewed pages at the start of a browser session.
  • Make sure you are successfully saving any changes or updates you are making before leaving the page or site.

If none of the above solves the problem, please contact the IT Service Desk at 518 587-2100 ext 2420 or 800 847-3000 ext 2420 or submit an incident online.