ADS FAQ - Common Issues & Errors

Common Issues & Error Messages

Error message: “Off campus/ Server not found” when logging in to ADS

If you are attempting to access ADS from off-campus, you will need to first download and login to the VPN. ADS will not function if you are off campus and not connected to the VPN.

Visit https://ohio.edu/oit/services/internet/vpn for detailed instructions on how to connect to the campus VPN.

I am getting a bounce back email from the ADS help email

Make sure the email address ends in "@catmail.ohio.edu". The email address will NOT work with just "@ohio.edu"

Error message: "Unable to proceed because of an error from the data source"

This occurs when a dashboard has been published without login credentials. Contact ADS Help and Support with the following information: Which dashboard you are trying to access, and that you are receiving the "Unable to proceed because of an error from the data source." Someone from the ADS team will re-publish the dashboard with the appropriate securities in place.

I found a bug/problem

Contact ADS support email PRO-AdsHelpAndSupport@catmail.ohio.edu. Make sure to include screenshots and the file path to the dashboard you are looking at. You can find this in the top left of the screen.

A project folder is missing, such as “Common Content” or “Student Success Detail”

At the top of the "Explore" screen there is a drop-down menu that may say "top level projects", try changing that to "all projects".

If after trying that you still can't see all 5 project folders, please contact PRO-AdsHelpAndSupport@catmail.ohio.edu, and include a screenshot of the issue.

I can't find a specific dashboard
  1. Use the ADS Data Navigator to find the dashboard by topic or folder. It is possible (though rare) that the dashboard may have been moved or renamed since you last used it, the ADS Data Navigator is the easiest way to find a dashboard by topic or keyword.
  2. Search within ADS by clicking on the "Explore" button on the left-hand side, then using the search bar in the top right corner.  
I can't see any data on one or more visualizations

Before contacting ADS help and support, try the following steps:

  1. Make sure you are using Google Chrome if possible, ADS may not work properly with Microsoft Edge, Internet Explorer, Firefox, or Safari.
  2. Sign out of ADS, clear browser cache, close your browser
  3. Re-sign into ADS and navigate back to the dashboard. If this did not fix the problem, try hitting the "Refresh" button at the top of the page: 
  4. If none of the above solutions fix the problem, please email PRO-AdsHelpAndSupport@catmail.ohio.edu with a screenshot of the dashboard in question.