6/18/25, 10:15 PM [WFE] SRT: Troubleshooting Common Issues
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SRT Accounts
Troubleshooting Common
Issues
✨ Introduction
🌐 What is SRT?
🔴 Troubleshooting Common SRT Issues
🔐 You Can’t Sign in With This Email Address
📬 The Code You Entered Isn’t Valid
🔄 This Page Isn’t Working
🚫 This Page Isn’t Available
🔀 Change Active Vertical
🔎 No Jobs to View
⚠️ Unable To Fetch the
EntSRTJobHaloGeneric
🔑 The Login Code You Entered Doesn’t Match
❌ Error Loading Job
❓ Need Additional Help?
✨ Introduction
This guide is designed to help you troubleshoot
common SRT issues quickly and effectively. Below
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6/18/25, 10:15 PM [WFE] SRT: Troubleshooting Common Issues
you'll find solutions to frequently encountered
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possible. If you run into an issue not covered here,
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[WFE] SRT: Troubleshooting Common Issues minutes
to help!
🌐 What is SRT?
SRT is the customer's website where they upload
tasks that need to be completed for their projects.
Once you've finished project onboarding and
transitioned to production (where tasks in your
Outlier queue require a permalink to proceed),
you'll need SRT credentials to continue.
✅ When to Expect Your SRT Credentials
Instructions for claiming your new account will
arrive via email and/or Outlier announcement.
Please allow 3-5 business days after completing
onboarding for these details to arrive.
📍 This guide will walk you through claiming your
new SRT account and setting up the GlobalProtect
VPN so you can start tasking. If you are having
trouble setting up GlobalProtect, please check this
document for troubleshooting tips.
🚨 Important Reminder: Never submit tasks in
SRT unless you have a corresponding task in your
Outlier queue. Each project has unique guidelines,
so be sure to review the workflow before tasking.
🔴 Troubleshooting
Common SRT Issues
🔽 Below are troubleshooting tips for the most
frequently encountered error messages on the SRT
platform.
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🔐 You Can’t Sign in With This
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Email Address
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🟠 Possible Cause: The email address you're
using to log in to SRT is not associated with an
existing account.
✅ Recommended Actions: Be sure to use the
credentials provided specifically for SRT access
and check for typos. These credentials are unique
and may differ from your Outlier or VPN
credentials.
Your SRT email will be in one of these two formats:
● ad-worker0123@[Link] - If you
have previously worked on SRT, you might
have an older account with a login email
that looks like this. If you've misplaced your
email or password, a QM can provide it for
you.
● wfe-0123456789@[Link] - If you
have joined an SRT project more recently,
your credentials are created in your Outlier
profile under "Off Platform."
🛑 If your credentials aren’t listed in your Outlier
profile under Off Platform, your account isn’t
ready yet. If you’ve completed all onboarding steps
and are eligible for an SRT project, instructions for
claiming your new account should arrive via email
or Outlier announcement within a few days.
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💡Lost Password Reminder: Resetting your Off
Platform password on Outlier only updates your
VPN credentials. Use the
"Forgot your password?" option on the SRT
login page for SRT password issues.
📬 The Code You Entered Isn’t
Valid
🟠 Possible Cause: Something went wrong with
the activation process.
✅ Recommended Actions: Try clicking the
activation link in your email instead of entering the
code manually. If that doesn’t resolve the issue,
contact a QM on your project for a new activation
email.
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🔄 This Page Isn’t Working
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🟠 Possible Cause: Your account activation is
delayed.
✅ Recommended Actions: This issue typically
occurs with newly created accounts. Please wait 6-
12 hours and try again; it usually resolves on its
own with time.
🚫 This Page Isn’t Available
🟠 Possible Cause: You're trying to access SRT
without connecting to the VPN.
✅ Recommended Actions: Ensure you have a
stable VPN connection, then try again.
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🔀 Change Active Vertical
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🟠 Possible Cause: You're attempting to access
SRT without connecting to the VPN.
✅ Recommended Actions: Ensure you have a
stable VPN connection, then try again.
🔎 No Jobs to View
This issue can occur for a few reasons, depending
on how you're accessing tasks in SRT:
🔹 If clicking permalinks embedded in
Outlier tasks:
🟠 Possible Cause: This means you don’t
have access to the required SRT queue for
this project.
✅ Recommended Actions: Contact a
QM to request access.
🔹 If accessing the queue directly:
🟠 Possible Causes: The queue may be
empty, or all tasks could have been claimed
by other contributors.
✅ Recommended Actions: Contact a
QM to let them know. In the meantime, feel
free to work on other available projects.
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⚠️ Unable To Fetch the
EntSRTJobHaloGeneric Updated automatically every 5
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🟠 Possible Causes: This may be due to a
broken permalink or an account issue.
✅ Recommended Actions: First, skip the
current task and try the next permalink. If the
error persists, contact a QM for further assistance.
🔑 The Login Code You Entered
Doesn’t Match
🟠 Possible Cause: You're using the wrong code
for 2-factor authentication.
✅ Recommended Actions: Double-check that
you're entering the correct code from your mobile
authenticator app, computer app, or browser
extension.
🔺 Lost Authenticator Access? Submit a
request form to the client for a reset.
Unfortunately, this can only be resolved by the
client, and response times may vary.
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❌ Error Loading Job
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🟠 Possible Cause: You're trying to access a
permalink that is tied to a different vertical.
✅ Recommended Actions: Look for the
dropdown menu near the SRT logo in the top-left
corner. Switch the vertical to either Halo or Gala
(whichever one you’re not currently on), and the
page should reload with your task available.
❓ Need Additional Help?
If you encounter an issue that isn’t listed here,
please reach out to a QM on your project for
support. We're always happy to help!
💡 Pro Tip: Providing detailed information about
the issue — such as error messages, steps you've
taken, and screenshots — can help your QM resolve
the problem faster.
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