Extranet:

• I can't log in to the Extranet. When I enter my assigned username and password it tells me I am using an invalid username or password.



Check your username and password to be sure you are entering the correct ones. Also check your CAPS LOCK key to make sure it is off while entering your username and password. The login for the Extranet is case sensitive and needs to be entered in all lower case. If everything looks like you entered it correctly, please contact the SMC Helpdesk at 828-586-5501 ext. 1499 to let someone know your Extranet login is not working properly.

• When I log in to the Extranet, I get a warning message telling me there are already other user sessions in progress and I am presented with two buttons at the bottom - "Continue" and "Cancel" - What do I do?



This will happen if you close your Extranet window without logging out properly (log out properly by clicking the Sign Out button in the upper right-hand corner of the page, not the red "X" at the upper right-hand corner of the browser window). If you click the "Cancel" button, it will return you to the log in page. To continue to the main Extranet page and your link to the SMC BUI system, you will need to click the "Continue" button to continue your previous session.

SMC BUI:

• When I bring up the SMC BUI link from the Extranet, I get a list of components to install. Why is this?



This means that your computer is missing one or more of the workstation components that it needs to run the BUI system properly. The BUI system is designed to automatically check for updated versions of the software it needs, and to let you know that it needs to update your computer to continue. You will need to install all of the components listed before you log in to the BUI system. This will ensure that you can properly access all areas of the BUI system.

• I've gotten logged into the Extranet, but now I can't log in to the BUI. When I enter my assigned username and password it tells me I am using an invalid username or password.



Check your username and password to be sure you are entering the correct ones. Also check your CAPS LOCK key to make sure it is off while entering your username and password. The login for the BUI is case sensitive and needs to be entered in all lower case. In most cases, your BUI username and password will match your Extranet username and password. If everything looks like you entered it correctly, please contact the SMC Helpdesk at 828-586-5501 ext. 1499 to let someone know your BUI login is not working properly.

• When I try to log in to the BUI system, I get a message telling me "CMHC/MIS Entry Error - The BUI Control Applet must be installed and started."



This generally happens when the BUI system is unable to log your computer in within a certain amount of time. You will need to click the Sign-Off button in the left "Functions" pane of the BUI window to get back to the "Log In Again" button. Click the "Log In Again" button to attempt to log in to the BUI system again. Most of the time, on the second attempt it will let you log in without the connection timing out. During this process, you may get a JAVA error message pop-up. Click the OK button to bypass this error message. If for some reason, the original error message window does not close on its own, click the red "X" button in the upper right-hand corner of the window to force the window to close.

• When I log in to the BUI system, I get a message about "MAXIMUM SESSIONS EXCEEDED" and I cannot go any further. What do I do?



There are several possible causes for this problem. They include not signing out properly (mostly click the red "X" in the upper right-hand corner of the window, instead of clicking the Sign-Off button), loss of internet connectivity and computer crashes / lock-ups. Unfortunately, there is no way for you to fix this. You will need to contact the SMC Helpdesk at 828-586-5501 ext. 1499 to have your BUI session reset so you can log in again.

• I've logged in to the BUI, but nothing happens. A "Log In Again" button is on the page now. What happened?



This is most likely caused by having a pop-up blocker turned on. There are many different pop-up blockers available on the internet, including one built-in to Internet Explorer. For more in-depth information on how to disable your pop-up blockers for the BUI site, please visit our Pop-Up Blocker Help page.

• I have an LME Client Record Number and I am trying to look up the client in the system, but the BUI gives me an error like this - "ID Not Available. **Register Secured**". Why does this happen?



This happens when your agency does not have access to a specific client's record. In order to gain access to this record, please contact the SMC Access Center at 1-800-849-6127 and select option 3 from the menu.

• I am trying to look up a client in the system by name, but I cannot find them. What do I need to do?



There are several possible reasons for this to happen. First, be sure you have your CAPS LOCK key on while you are typing in their name. In addition to typing in all CAPS, make sure you are typing their name in as LAST NAME then their FIRST NAME. As you will notice when looking at the lookup screen, the clients' names are displayed in alphabetical order by last name. Another possible reason is that your agency may not have security access to the client's record. If you agency has not seen this client before, but they already exist in the SMC BUI system, they would not show up when you search for them. If this client is a new client altogether, their record may not have been created yet in the BUI system. This would also cause you to not see them when you perform a name search for them. If you have tried the search by name using all CAPS and with the name in the correct order, then you will need to contact the SMC Access Center at 1-800-849-6127 and select option 3 from the menu to either have the security updated to include your agency or to have the record created.