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OnBase FAQs

Q: I am a new Graduate Admissions OnBase user. Are there instructions on how to use it?

A: OnBase user guides for graduate admissions are available on the Graduate Studies and Postdoctoral Affairs (GSPA) SharePoint site. Email rt-gradadm@rt.uwaterloo.ca for additional information.

Q: I am working on a Recommendation/Decision form, and I can't access it/can't save comments on it. What could be the problem?

A: Another user, possibly yourself, likely has the form opened and has 'locked' it. Right-click on the Recommendation/Decision form to view History to see which user has the form opened. If it is yourself, simply close OnBase and when you log in again the lock will be gone.

Q: I use Firefox to access OnBase. How do I get PDF documents to open automatically in the viewing pane?

A: In order to get PDF documents to open automatically within OnBase using Firefox, you must have a "PDF Reader" plug-in installed. If you need help finding and installing an appropriate PDF plug-in, please contact your department IT support staff.

Q: I can open most documents with no difficulty, but occasionally I open a document and all I get is a blank page in the document viewer.

A: It is possible that you are trying to open a secured PDF document and the viewer that you are using to open the document is not able to handle the particular security method used on the document. PDF documents may be secured with a password; may be digitally signed and certified; may use varying levels of encryption; or may use a security method such as Adobe LifeCycle Rights Management.

For example, on a Mac the default Preview viewer application may not be able to read a digitally signed and certified PDF document. On Windows some versions of Firefox may not be able read PDF documents that have been secured via Adobe LifeCycle Rights Management.

The best option in these circumstances is to ensure you are using the Adobe Reader application or browser plug-in to view the document. If you need help finding and installing an appropriate PDF reader, please contact your department IT support staff.

My question has not been addressed on this page. Who do I contact?

If you have a software or hardware related problem, contact your department IT support staff.

If you have been denied permission to access OnBase or believe you have inadequate permissions, you can contact the appropriate department depending on the information you need to access. For Graduate Admissions access, send an email to rt-gradadm@rt.uwaterloo.ca and for Undergraduate Admissions access, send an email to myapplication@uwaterloo.ca and indicate 'OnBase' in the subject line. For other departments, see your manager.

If you have any other questions, contact rt-ist-onbase@rt.uwaterloo.ca.