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Common Issues and Solutions

Quick Troubleshooting

Find your issue: - Login Problems - MFA Code Issues - Passkey Problems - Upload Errors - Session Timeout - Email Not Received - Browser Compatibility

Login Problems

Can't Log In - "Invalid email or password"

Symptoms: - Error message after entering credentials - Can't access account

Solutions:

  1. Check email address
  2. Must be exact email from registration
  3. Check for typos or extra spaces

  4. Case doesn't matter for email

  5. Check password

  6. Passwords ARE case-sensitive
  7. Check Caps Lock key

  8. Try showing password to verify

  9. Reset password

  10. Click "Forgot your password?"
  11. Follow reset process

  12. → Password Reset Guide

  13. Verify registration

  14. Check registration confirmation email
  15. Ensure you completed registration
  16. May need to register if first time

Account Locked

Symptoms: - "Account locked" message - Can't log in after several attempts

Cause: Too many failed login attempts (5 within 30 minutes)

Solutions:

  1. Wait 30 minutes
  2. Account unlocks automatically

  3. Don't try logging in during this time

  4. Reset password

  5. Use password reset to regain access immediately

  6. Sets new password and unlocks account

  7. Contact Clerk's Office

  8. For urgent access: (509) 458-3410
  9. Can manually unlock account

MFA Code Issues

MFA Code Not Working

Symptoms: - "Invalid code" error - Code rejected

Solutions:

  1. Check code carefully
  2. All 6 digits correct?
  3. No spaces or dashes

  4. Numbers only (no letters)

  5. Check expiration

  6. Code expires in 5 minutes
  7. Request new code if expired

  8. Click "Resend Code"

  9. Check for confusion

  10. 0 (zero) vs O (letter O)
  11. 1 (one) vs l (lowercase L)

  12. 5 vs S

  13. Copy-paste code

  14. Copy directly from email
  15. Avoid manual typing errors

→ Full MFA Guide

MFA Email Not Received

Symptoms: - No verification code email - Can't complete login

Solutions:

  1. Check spam folder
  2. Look in Junk/Spam
  3. Check Promotions tab (Gmail)

  4. May be filtered

  5. Wait 5 minutes

  6. Email can take a few minutes

  7. Don't request multiple codes immediately

  8. Whitelist sender

  9. Add noreply@waed.uscourts.gov to contacts

  10. Whitelist @waed.uscourts.gov domain

  11. Check with IT

  12. Organization may block automated emails

  13. Firewall may filter court emails

  14. Use passkey instead

  15. If you have passkey enrolled
  16. Click "Use a passkey instead"
  17. No MFA code needed

Passkey Problems

Passkey Not Working

Symptoms: - "Passkey not found" error - Can't authenticate

Solutions:

  1. Check device
  2. Are you on the SAME device where passkey was registered?
  3. Passkeys are device-specific

  4. Need separate passkey per device

  5. Check biometric

  6. Is fingerprint/face recognition enabled?
  7. Try re-registering biometric in device settings

  8. Clean fingerprint sensor

  9. Try different passkey

  10. If you have multiple passkeys

  11. Try from different device

  12. Use password instead

  13. Click "Sign in with password instead"
  14. Use backup authentication method

→ Passkey Troubleshooting

Can't Register Passkey

Symptoms: - Registration fails - "Browser not supported" error

Solutions:

  1. Update browser
  2. Chrome/Edge 90+
  3. Firefox 90+

  4. Safari 14+

  5. Enable biometric

  6. Turn on fingerprint/face recognition in device settings
  7. Windows Hello configuration

  8. Touch ID/Face ID settings

  9. Try security key

  10. If no biometric hardware
  11. Use YubiKey or similar

  12. Hardware security key alternative

  13. Check browser settings

  14. JavaScript enabled
  15. No extensions blocking WebAuthn
  16. Try incognito/private mode

Upload Errors

"File too large"

Symptoms: - Upload rejected - "File exceeds maximum size" error

Cause: File larger than 75MB limit

Solutions:

  1. Compress PDF
  2. Adobe Acrobat: "Reduce File Size"
  3. Preview (Mac): Export → Reduce File Size

  4. Online PDF compressors (verify security)

  5. Contact Clerk's Office

  6. For files that can't be compressed
  7. Alternative filing methods
  8. Phone: (509) 458-3410

"File failed security validation"

Symptoms: - Upload blocked - Security error message

Cause: Virus scanner detected malware or suspicious content

Solutions:

  1. Scan your computer
  2. Run antivirus software

  3. Ensure system is clean

  4. Re-scan the PDF

  5. Use antivirus on the PDF file

  6. Verify file is clean

  7. Regenerate PDF

  8. Create PDF again from source

  9. May resolve corruption issues

  10. Contact Clerk's Office

  11. If legitimate file blocked
  12. May need manual review
  13. Phone: (509) 458-3410

"Invalid case number format"

Symptoms: - Upload rejected - Case number validation error

Solutions:

  1. Check format
  2. Must be: [office]-[year]-[type]-[number]-[judge]

  3. Example: 1-25-cv-12345-SAB

  4. Verify in CM/ECF

  5. Look up case in CM/ECF
  6. Copy exact case number

  7. Use hypens, not slashes

  8. Check components

  9. Office: 1, 2, or 4
  10. Year: 2 digits
  11. Type: cv, cr, mc, po, mj (lowercase)
  12. Number: 1-5 digits
  13. Judge: 3 uppercase letters

→ Case Number Format Guide

Upload Interrupted

Symptoms: - Upload stops mid-process - "Connection lost" error

Solutions:

  1. Check internet connection
  2. Ensure stable connection

  3. Try different network if available

  4. Restart upload

  5. Log in again
  6. Re-enter case information

  7. Upload file again

  8. Try smaller file

  9. If file is large

  10. Compress if possible

  11. Different browser

  12. Try Chrome, Firefox, or Edge
  13. Update to latest version

Session Timeout Issues

Logged Out Unexpectedly

Symptoms: - Suddenly logged out - "Session expired" message

Cause: 10 minutes of inactivity (FISMA requirement)

Solutions:

  1. Log in again
  2. Normal security behavior

  3. Simply re-authenticate

  4. Stay active

  5. Move mouse occasionally

  6. Don't leave page idle

  7. Extend session

  8. When warning appears

  9. Click "Extend Session"

  10. Complete work promptly

  11. Prepare documents before logging in
  12. Don't delay during upload

→ Session Timeout Guide

Warning Modal Doesn't Appear

Symptoms: - No 2-minute warning before timeout - Unexpected logout

Solutions:

  1. Enable popups
  2. Allow popups for waed.uscourts.gov

  3. Check browser popup blocker

  4. Enable JavaScript

  5. Required for session management

  6. Check browser settings

  7. Disable extensions

  8. Ad blockers may interfere

  9. Try incognito/private mode

  10. Update browser

  11. Use latest version
  12. Legacy browsers may not support features

Email Not Received

General Email Issues

Symptoms: - No emails from system - Missing confirmation emails

Solutions:

  1. Check all folders
  2. Inbox
  3. Spam/Junk
  4. Promotions (Gmail)

  5. Trash (accidental deletion)

  6. Wait appropriate time

  7. Registration: 1-2 minutes
  8. MFA code: 1-2 minutes
  9. Upload confirmation: 2-5 minutes

  10. Password reset: 1-2 minutes

  11. Verify email address

  12. Check account settings
  13. Ensure correct email registered

  14. Look for typos

  15. Whitelist domain

  16. Add @waed.uscourts.gov to safe senders

  17. Contact IT to whitelist court domain

  18. Check with IT

  19. Organization firewall may block
  20. Email filtering may be aggressive
  21. May need IT to adjust settings

Browser Compatibility

Unsupported Browser

Symptoms: - Features don't work - Passkeys not available - Layout broken

Minimum Requirements: - Chrome/Edge: Version 90+ - Firefox: Version 90+ - Safari: Version 14+

Solutions:

  1. Update browser
  2. Install latest version

  3. Restart browser after update

  4. Switch browsers

  5. Try Chrome (recommended)
  6. Try Firefox

  7. Try Edge

  8. Enable features

  9. JavaScript must be enabled
  10. Cookies must be allowed
  11. WebAuthn support needed for passkeys

JavaScript Disabled

Symptoms: - Page doesn't load properly - Buttons don't work - Forms don't validate

Solution:

  1. Enable JavaScript
  2. Chrome: Settings → Privacy → Site Settings → JavaScript
  3. Firefox: about:config → javascript.enabled

  4. Safari: Preferences → Security → Enable JavaScript

  5. Allow for this site

  6. Add waed.uscourts.gov to allowed list
  7. Restart browser

Cookies Blocked

Symptoms: - Can't log in - Session doesn't persist - "Cookies required" error

Solution:

  1. Enable cookies
  2. Chrome: Settings → Privacy → Cookies
  3. Firefox: Preferences → Privacy → Cookies

  4. Safari: Preferences → Privacy → Cookies

  5. Allow for this site

  6. Add waed.uscourts.gov to allowed list
  7. Allow sessionStorage

Performance Issues

Slow Upload Speed

Symptoms: - Upload takes very long - Progress bar moves slowly

Solutions:

  1. Check internet speed
  2. Test connection speed

  3. Try different network

  4. Close other applications

  5. Stop downloads/uploads elsewhere

  6. Close unnecessary browser tabs

  7. Try different time

  8. Network may be congested

  9. Try off-peak hours

  10. Compress file

  11. Smaller file uploads faster
  12. Compress PDF if possible

Page Loading Slowly

Symptoms: - Page takes long to load - Unresponsive interface

Solutions:

  1. Clear browser cache
  2. Chrome: Ctrl+Shift+Delete
  3. Firefox: Ctrl+Shift+Delete

  4. Safari: Cmd+Option+E

  5. Disable extensions

  6. Ad blockers may slow page

  7. Try incognito/private mode

  8. Update browser

  9. Use latest version

  10. Old browsers slower

  11. Check computer resources

  12. Close unnecessary programs
  13. Restart computer if sluggish

Contact Support

When to Contact Clerk's Office

Contact immediately for: - ❗ Account locked and urgent access needed - ❗ Suspect account compromise - ❗ Unable to reset password - ❗ Time-sensitive filing deadline - ❗ System appears broken

Can wait for: - ℹ️ General questions - ℹ️ Training requests - ℹ️ Non-urgent issues - ℹ️ Feature requests

Contact Information

Clerk's Office - Eastern District of Washington

Phone: (509) 458-3410 Email: ecfinfo@waed.uscourts.gov Hours: Monday-Friday, 8:00 AM - 5:00 PM Pacific Time

When contacting, provide: - Your name - Email address registered in system - Detailed description of problem - What you've already tried - Error messages (exact text or screenshot) - Browser and version - Operating system

Self-Help Resources

Before Contacting Support

Try these steps:

  1. ✅ Check this troubleshooting guide
  2. ✅ Review relevant user guide section
  3. ✅ Try different browser
  4. ✅ Clear cache and cookies
  5. ✅ Restart browser
  6. ✅ Check internet connection
  7. ✅ Wait and try again (temporary issues)

User Guide Sections

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