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Reporting a system bug or issue in CAS Shield

1. Confirm it's a recurring issue.

Before reporting, try these quick checks:

  • Refresh & retry the action once.

  • Clear browser cache and cookies, then log back in.

 

  • Try another browser (Chrome, Edge, Firefox, Safari) and/or incognito/private mode.

  • If applicable, have a second user at your institution attempt the same action.

  • If the issue still occurs, continue below.

    2. Collect the essentials (Required)

    Include these in every report:

    • Your institution and role

    • Student/Application ID (if relevant or if the students are the one experiencing the issue)

    • Exact page or area (e.g., Data Insights, Spreadsheet View, Tagging/Filter)

    • What you attempted to do

    • What you expected to happen

    • What actually happened (full error text if shown)

    • Date and time (with timezone) the issue occurred

    • Browser and OS (e.g., Chrome, Safari or Microsoft Edge

    • How many users are affected

    3.  Provide Evidence/Proof of issue (Strongly Recommended)

    • Screenshots of the page and any error messages.

    • Short screen recording (30–90s) showing the steps.

    4. Reach out to CAS Shield Technical Support and report the Issue
    • Click the chat button icon in the CAS Shield portal (bottom left-hand corner).

    5. Bug Report Template (copy and paste)

    University & role:

      • Email:

      • Student/Application ID (if any):

      • Area/page:

      • Browser & OS:

      • Date/time of the Issue:

      • Expected result:

      • Actual result/Error:

    6. After you reported the Issue

    • Our team may reply asking for additional details to reproduce the issue or to check if the issue is still an occurring.

    • You will be notified via email once the issue has been logged and when a fix or workaround is available.