ctcLink Troubleshooting

General Troubleshooting

Having trouble logging in? Getting any error messages? Try these steps in this order to resolve your problems:

  1. If you haven't set up your ctcLink account, click here to see the step-by-step instructions
    1. If you need help logging in or finding the login page, click here
  2. The ctcLink system works best when only viewing it in one browser window. You can have multiple tabs open in a single window, but if you recieve errors and have multiple windows open, try closing all but one.
  3. If a section of an article or tutorial references a popup or message box that isn't "popping up" for you, learn how to enable popups
  4. A known problem with ctcLink is that it has issues with the Google Chrome browser. You may want to consider other browser options:
    1. Windows 
    2. MacOS
    3. Chromebook
  5. Some problems with ctcLink are related to cookies We would suggest first trying to clear your cookies for ctcLink. Don't worry, this method won't delete all of your cookies. It will only delete the cookies for the ctcLink website.

    1. Navigate to myaccount.ctclink.us
    2. To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.
    3. In the menu that appears after click the lock icon, click "Cookies".In the menu that appears after click the lock icon, click "Cookies"
    4. A new popup will show in the middle of your browser window. In the bottom left of the popup window,click "Remove" until you have nothing in the box. DO NOT CLICK "BLOCK".A new popup will show in the middle of your browser window. In the bottom left of the popup window, click "Remove" until you have nothing in the box.
    5. Your popup window should look like this when you're finished. Then click "Done".Your popup window should look like this when you're finished.
    6. Navigate to myaccount.ctclink.us and log back in

    1. Navigate to myaccount.ctclink.us
    2. To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.To the left of the URL in the URL bar of your browser, you will see a little lock icon. Click the lock icon.
    3. In the menu that appears after click the lock icon, click "Clear cookies and site data".In the menu that appears after click the lock icon, click "Clear cookies and site data".
    4. This will give you a popup asking if you would like to remove cookies and site data. Click "Remove".This will give you a popup asking if you would like to remove cookies and site data. Click "Remove".
    5. Navigate to myaccount.ctclink.us and log back in

    View a tutorial for how to clear cookies in Safari. When you get to Step 6, we suggest, instead of removing all cookies, search for the cookies related to ctcLink and only delete those.
  6. There have also been some problems reported with cache in ctcLink. If the above steps haven't fixed your problem, try clearing your cache:

    1. Chrome/Edge/Brave/etc
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "ctrl+shift" and then pressing "r" (or ctrl+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.
    2. Firefox
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "ctrl+shift" and then pressing "r" (or ctrl+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.

    1. Chrome/Edge/Brave/etc
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "cmd+shift" and then pressing "r" (or cmd+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.
    2. Firefox
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "cmd+shift" and then pressing "r" (or cmd+shift+r)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.
    3. Safari
      1. "Hard Refresh"
        1. Try doing a hard refresh, which is done by holding both "opt+cmd" and then pressing "e" (or opt+cmd+e)
      2. Follow this tutorial to clear all of your browser cache. Please make sure that only the option related to cache is selected.

Specific Troubleshooting

These will be troubleshooting steps for very specific ctcLink issues. If you're experiencing an issue not covered on this page, please visit the Shoreline Support Center and submit a request.

In our testing of ctcLink, we found an error in the alternate view of ctcLink that causes the page to become unresponsive. This seems to only occur in the HCM Self-Service view but may occur in others. If the 'compass' icon in the very top right hand corner of the home page, it causes the page to show a popup and become unusable.

Javascript error screenshot - alternate view of ctcLink

The solution to this is to either navigate back to the main page or refresh the page.