If you're trying to log in, but it seems to (sometimes literally) go around in circles, or you're receiving an error message of some sort, there are a few factors to consider and steps to follow accordingly.
This could be happening for different reasons, for example if someone with a different account is trying to log in on your computer, but it could also be an issue with your account on the back-end. See below to help isolate the issue as much as possible:
Make sure you're trying to access your Cloud via the correct URL
Though some URLs can be very similar, if they are slightly incorrect they can throw off the entire Cloud-access process.
If you're unsure which URL you're meant to be using, please reach out to us at email@example.com for more info.
Connect your computer to a Mobile Hotspot and try to log in again
Try to reset your password
Clear your site data using Google Chrome
Open your browser, and make sure you're on the website that's having the issue. From here, on your keyboard, press Ctrl+Shift+I (< I for India) once, all together. This should open a window on the right side of your screen, similar to below:
Along the top of this screen, click the chevron (double arrow ">>"), then select "Application"
On the left side, under the header Application, select Storage.
Within the Application window, on the left side, click Storage, then in the right area, below the coloured circle, click Clear site data 2-3 times to ensure the existing data is wiped.
After this is complete, in the top left-hand corner, click the reload/refresh button. This should refresh the login screen.
Once reloaded, you'll need to manually enter your login email and password.
Try a guest user in Google Chrome
The guest user is intended to allow a temporary profile for users within the same Chrome browser, but the main function for us is that it creates a fresh space to test and/or replicate the issue. Guest Users will not have any extensions enabled, and also won't contain any login data for exmaple, which could be part of the problem to begin with.
NOTE: This step should only be attempted if you've already reset your password but the issue persists.
Try to log in using a different browser
Google Chrome is the most commonly used browser world-wide, so we're assuming you're visiting this website for support using Chrome. If not, the steps are very similar for this stage of triage, though there may be a slight variance.
Download and open one of the following suggested browsers for testing:
Copy and paste your Cloud URL (i.e xxx.unitycloud.io / xxx.virtualassist.io / etc) into the address bar of the new browser.
Try to replicate the same issue and see if the issue persists.
IF THE ISSUE PERSISTS:
There's likely an issue happening Cloud-wide and we will need to do some additional investigation on the back-end.
IF THE ISSUE DOES NOT PERSIST:
There is likely a setting or configuration (possibly multiple) within the Chrome browser causing a block. It would be wise to consult your IT specialist to confirm if any changes (update browser, for example) are needed to unblock your Cloud within Chrome.
(Alternatively, you could simply continue forward using the secondary browser.)
If you have a question or concern that's not addressed here, feel free to send us a message to firstname.lastname@example.org and we'll do our best to answer your query!
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