PioneerWeb is DU's secure portal for registration, grades, course links, personal information, transcripts, paystubs, administrative processes, and more. PioneerWeb is available to all University of Denver students, faculty, and staff.
MyWeb contains functionlity and resources that are typically accessed through PioneerWeb. MyWeb is the direct portal to functionality displayed in PioneerWeb.
This guide gives tips on troubleshooting various issues that can occur with PioneerWeb and myWeb.
Stuck on the Edit Security Question & Answer Page
Symptom 1: Clicking on a tab or other link in PioneerWeb after logging in, triggers a prompt to create a security question and answer. After clicking submit, the page refreshes without successfully setting a security question and answer. The client is stuck on this page, and cannot access PioneerWeb.
Symptom 2: You receive a 404 error when submitting your security question/answer: e.g. "/luminis/student/setup" or "/luminis/employee/setup" not found.
Resolution: Delete all cookies AND browser cache for pioneerweb.du.edu from your browser. You will need to close and reopen the browser for this to take effect. Upon submitting your DU ID and password at login, the security question and answer prompt should be the first screen to appear.
- Click the Chrome Menu button in the upper right corner of the browser.
- Select Settings.
- Click Show advanced settings....
- In the Privacy section, click the Content settings button.
- In the Cookies section, click on Clear Browsing Data....
- Select Browser History and Cookies and other site and plugin data... and from the beginning of time options.
- Confirm by clicking on the Clear browsing data button.
- Close and restart Chrome.
- Click the Firefox Menu button and choose Options.
- Select the Privacy panel.
- Set Firefox will: to Use custom settings for history.
- Click Show Cookies.
- Search for pioneerweb.du.edu and du.edu.
- Select and delete all cookies
- Close and restart Firefox
Internet Explorer Instructions
Tap or click the Tools button, point to Safety, and then tap or click Delete browsing history.
Select the Cookies and website data check box, and then tap or click Delete.
- Close and restart IE.
Please note that the Security Question and Answer Setup page will only function correctly when it appears *immediately* after log in, or through the My Account option from the GO menu.
Every link redirects to the Home page
Symptom: When attempting to click on a link or tab in PioneerWeb, you are redirected to the Home page.
Resolution: Begin by logging out of PioneerWeb, clear your browser cache (you can keep history and form information), close your browser, and then restart your browser. Log back in and navigate to a tab to confirm that the issue is resolved
Workaround: You can access almost all administrative tasks reached from PioneerWeb (register, pay deposit, check holds, view pay stubs, etc.) by going directly to myWeb. Close your browser completely, then re-open and go to https://myweb.du.edu. After logging into the "Secure Area" of myWeb with your DU ID and passcode, use the search bar at the top to locate features you need. If you don't find what you are looking for, or need to access a service that is not available in myWeb, please mention the service you need to access in a support request. There is likely a "back door" link that we can furnish for temporary access.
Workaround: If you have Firefox on your machine, it may allow you to complete your task until your preferred browser can cleared. Firefox seems less susceptible to this caching issue than Chrome and other browsers.
UDC ID Error Message
Symptom: UDC ID error. Ex: "com.ellucian.sso.exception.ApplicationException: UDC Id not available"
Resolution: This has to be fixed by a system administrator, but the user IDs with the UDC IS problem should be fixed as of Aug 20, 2014. If you experience the problem please mention the UCD ID the error message, and call 303 871-4700 to have your passcode reset.
Workaround: Call 303 871-4700 to have your passcode reset. This will trigger an update of your account, and includes the correct UDC ID. Close the browser, reopen, and verify that the UDC ID error is no longer a problem.
"Break in attempt detected"
Symptom: This is caused by multiple sessions, or attempts to create multiple sessions when connecting to myWeb -- either via PioneerWeb, directly to myweb.du.edu, or a mix of the two.
Resolution: Clear the browser cache of cookies and current session infrormation (you can keep history and form information). Close, and then restart your browser.
Workaround: Use another browser or computer to complete your task, and continue troubleshooting on your preferred browser later (with or without support staff help).
PioneerWeb will not load at all
Symptom: pioneerweb.du.edu does not load at all -- you cannot get to the pioneerweb login page. Some people, especially on enterprise (business) networks, or users on Comcast (Comcast DNS servers), are unable to access the pioneerweb.du.edu site. Try typing 126.96.36.199 into your web browser's address bar. If you can access PioneerWeb that way, you can confirm that this is a DNS issue. If you can access pioneerweb from other locations, you might be blocked by network settings.
Resolution: When pioneerweb.du.edu is fully propagated throughout DNS servers, or unblocked by IT staffs on the user's business network, the problem will no longer exist for the affected user.
Workaround (DNS): Unfortunately, we cannot change configuration on 3rd party Internet Service Provider (ISP) servers. Eventually DNS servers should resolve pioneerweb.du.edu. You can try is using Google public DNS. A comprehensive instruction page on how to do this, depending on what computer/browser you're using is available here: https://developers.google.com/speed/public-dns/docs/using
Workaround (site blocked): You can ask your business network IT staff to unblock pioneerweb.du.edu. If the IT staff report that pioneerweb is not blocked from you location, please update your support request with that information.
If you need any assistance with troubleshooting these errors or have any questions, please contact the IT Help Center by phone at 303.871.4700 or online at https://support.du.edu.