Troubleshoot a problem

General

Administrators assign roles that limit users' access to different functions. Depending on the role assigned, users might not see certain items in the Process drop-down or the side menu. If you cannot see a specific menu item that you should see based on a role, verify that you are assigned the correct role. If you still cannot see the appropriate menu items, work with your System Administrator to ensure that you are assigned the correct roles and permissions.

If you are looking for an item you added or for the edits you made to an item, you might not see them right away. A banner message displays that confirms your updates will display shortly. If you want to see the updates, wait a minute or two before refreshing the page, and your updates will be reflected.

Google Chrome provides the most stable and optimized experience for OPUS.

If you prefer to use Microsoft Edge, TraceLink recommends updating the browser settings to prevent performance throttling.

Optimize for Performance

To make sure OPUS session stays active in the background during periods of inactivity.

  1. Open Microsoft Edge.

  2. Select the Settings and more icon (...) in the top-right corner.

  3. Select Settings.

  4. Select System and performance.

  5. Select Performance.

  6. Locate the Always keep these sites active section.

  7. Select Add site.

  8. Enter https://opus.tracelink.com.

  9. Click Add.

Manage Enhanced Security

To make sure the browser's security filters allow the platform's advanced interactive features to run without interruption.

  1. Select the Settings and more icon (...) in the top-right corner.

  2. Select Settings.

  3. Select Privacy, search, and services.

  4. Select Security.

  5. Select Enhance your security on the web.

  6. Select Site preferences for enhanced security.

  7. In the Never use enhanced security for these sites section, select Add site.

  8. Enter https://opus.tracelink.com.

  9. Click Add.

Enable Advanced Process Isolation

Enable dedicated OPUS Platform processing to optimize browser memory and resource handling.

  1. Open Microsoft Edge.

  2. In the Microsoft Edge address bar, enter edge://flags.

  3. Search for Strict-Origin-Isolation, and set the flag to Enabled.

  4. Search for Origin-keyed Processes by default, and set the flag to Enabled.

  5. Select Restart to apply the changes.

Restart the browser after completing these steps. If these options are unavailable or disabled, contact the internal IT team to update browser policies.

Some settings may appear under different labels in older versions of Microsoft Edge.

Are these changes safe?

These changes are safe:

  • Applies only to OPUS – The updates affect only https://opus.tracelink.com/. All other sites remain unchanged.

  • Security protections remain active – Antivirus, firewall, and Microsoft Defender SmartScreen continue to run.

  • Improves performance – Enhanced Security disables Just-In-Time (JIT) compilation, which can reduce performance for OPUS.

  • Uses standard browser behavior – This change restores Microsoft Edge to standard performance mode for a trusted site.

Search results

Troubleshoot issues with an asynchronous search on the Review Serial Number Events or Reconcile Serial Numbers screens:

On the Review Serial Number Events or Reconcile Serial Numbers screens, TraceLink returns a search result with 0 serial numbers if no serial numbers meet the Search Criteria. Verify that the values specified in the search are valid, and submit a new search.

A search result might not display on the Review Serial Number Events or Reconcile Serial Numbers screens because:

  • More than 30 days have passed since the search result was generated. Each search result is available for only 30 days after generation.
  • The search result was generated by another user. Each search result is visible to only the user that generated it.

If a search result is not immediately visible in the table, try locating it by entering a keyword in the Filter By field (e.g. enter the Search Name).

A Status of Failed indicates that TraceLink could not successfully create the search result on the Review Serial Number Events or Reconcile Serial Numbers screens. Submit a new search using the same Search Criteria, and contact TraceLink Support if the issue persists.

Dashboard and table views

Data might not be visible in the dashboard or table view because:

  • The data is not captured by the specified search criteria (applies to Review Serial Number Events and Reconcile Serial Numbers only). Submit a new search with updated criteria to return the expected data.
  • The data is hidden by the filters applied at the top of the screen. Update the filters to adjust the data.
  • The data is related to a TraceLink event that is not currently visible in Serialized Product Intelligence.