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Frequently Asked Questions

Which browser should I use for the CMS?

For the best experience in Cascade Server, Hannon Hill recommends Mozilla Firefox.  However, you can use Internet Explorer, Safari, or Chrome if you are unable to get Firefox.  If you are having minor issues with an alternate browser, consider using Firefox.

I encountered an error in the CMS software, who do I contact?

If you notice any anomalies or get an error message, visit the CMS Service Desk and submit an Urgent Request ticket. 

Please include the following information:

  • Date and time the problem occurred.
  • Any error messages you received
  • Actions taken that led to the problem.

These are very important in order to troubleshoot both minor and major issues.  If the issue is detrimental to productivity without a reasonable workaround, Hannon Hill will be notified.

Does the CMS time out like my.scranton?

Yes.  You will be signed out of the CMS if you are inactive for 1 hour.  To check if you are signed in, click on an asset in the asset tree (folder structure) or click Home in the upper left corner.  If you have been signed out, you will be presented with the my.scranton sign in screen.

My session timed out, and now my pages do not have any formatting. What do I do?

Close any and all browser tabs in which you are accessing the CMS.  Log into My.Scranton again, or if you are logged in already, click on the CMS icon.  If this does not resolve the issue, restart your browser.

An error occurred during creation: Write permissions are required on the destination folder to move an asset into that folder

You received this error because the CMS was trying to upload the image to a folder that you only have read access for.  If you encounter this error, try to upload the file again, but check (and change if necessary) the Parent Folder first:

After you select a file from your computer, but before you upload it, check the Parent Folder, located in the "System" tab.  If it says "", or is not the folder in which you want the file to reside, change the Parent Folder to the desired folder before selecting "Upload".

Asset is not set to publish. Please enable publishing for this asset and try again.

The folder or page asset is not enabled to publish, usually because it is not ready to be published or publishing for this asset has not been enabled.  If your website is in development with the Marketing Communications office, the assets may be disabled from publishing so that content does not get published prematurely.  Once a website has initially launched (handled by Marketing Communications), you should be able to publish anything within your department folder.  If your website is live, please submit a support ticket with the CMS Service Desk.

Once I delete a file, can I get it back?

Yes.  You are able to recover pages, folders, images, and documents within 15 days of deleting it.  Cascade Server’s Recycle Bin will temporarily store all of your deleted files for recovery or permanent deletion.  Simply navigate to the main CMS page and click on the "Recycle Bin" to find your deleted files.  Hannon Hill’s knowledgebase has specific instructions and screenshots on Accessing the Recycle Bin and Restoring Assets.

I published my pages, why did the live pages not update?

There are a few possibilities:

1.  The publisher queue in the CMS has a tendency to get backed up around 11am - 1pm, 4:30pm, 6pm, and midnight.  Normally, individual pages or files will be published in seconds, entire folders could take a few minutes depending on the contents.

If you publish during one of these times, it could take anywhere from 15 minutes to 1 hour for your changes to get published.  Do not publish multiple times within a short period of time, as this will only further clog up the publisher queue.  Instead, check the Publisher queue for your task’s status.  

2.  Your pages have published, but your browser has cached the page content.  Refresh (PC: Ctrl + R, or F5 key, Mac: CMD + R) the page to force the browser to update the page content.

What dimensions should my images be?

It depends on where your image will be on your page.  The following are different types of images and their dimensions:

New Image Sizes 

- Main Photo (below the page header):  1280 x 361 pixels

- All other photos (found in the "white area" or body of the page): 290 x 194 pixels (small horizontal); 194 x 290 pixels (small vertical)

What software should I use to resize photos?

If you have Photoshop and know how to use it, great! Otherwise, you can use a free alternative called GIMP (  

Whenever possible, optimize your images to "keep them light." Optimized images load faster without loss in quality and reduce data consumption on mobile devices. To optimize images, download ImageOptim (Mac) or Riot (PC)

Why does the text look strange when I paste from Word into the WYSIWYG box?

Microsoft Word embeds hidden formatting code, of which most is normally stripped out when you paste content into a WYSIWYG box.  You are usually left with excess space between lines or words.  Use the backspace key to eliminate these excess spaces or lines.

If you find that some of your text has unusual formatting (NOT including excess space between words or paragraphs), select all your content (PC: CTRL + A, Mac: CMD + A) and then select either the “Remove Formatting” (white eraser image on second row) icon.  NOTE: ALL FORMATTING WILL BE REMOVED, INCLUDING BOLD, ITALICS, AND UNDERLINES.

Another helpful tool is the “Clean up messy code” (small brush icon on second row) icon, which will condense and “clean up” the HTML code.

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