Certain clients can't log in

[Lisa]

Beginning this morning I have 2 clients that can't log into the help desk. Others appear to be fine. I have covered all the bases that I can think of such as having them go to our site and use the link there rather then going in from the URL through their favorites. I have even used my VPN to get into their system and remote to their server. Using their IE I type in the URL and I also timeout. However, I have no problem getting in as an end user once I back out and am on my own pc.

Both clients state that they have done nothing different between yesterday and today and both were able to access it just fine. Both are getting the Page Cannot be displayed message which then prompts them to go to our site and try the link from there.

Any thoughts?

Thanks in advance

[supportskins]

Ask your clients to clear their software caches and disable any cache supporting software if installed on their computers. Also try accessing using a different browser like Firefox and check if the issue persist.

[Lisa]

You don't know how much I appreciate your answer.

Unfortunately, the first thing I told them to do was to clear the cache. I also noted by screenshot that one user was using Firefox which was funny because we don't support our own software package with that browser so I caught that! I asked him to try using IE to get in and he had the same issue so I know that at least one client has tried with two seperate browsers.

As far as cache supporting software they have not installed anything different between today and yesterday so even if that is present why would they be fine to log in yesterday but not today?

As I said I really appreciate your help. I was hoping that there would be some other thing that I have not covered.

Thank You

[supportskins]

Try clearing cookies as well.

[Lisa]

Thank you, we'll see if that works. I'll report back

[Jamie Edwards]

Hi Lisa,

I could you please ask the users to clear their cookies and then try logging in again.

[Lisa]

He confirmed that he did that also. So, he has cleared the cache and cookies, tried two browsers, tried two different pcs, and confirmed that nothing new has been installed between yesterday and today where yesterday he had no problems getting in.

I would think that if he were the one and only client who couldn't log in then I'd have to chalk it up to a problem on their end. However, there are two clients, same issue. One in southern Maine and the other right outside of Chicago who both can't get into the system beginning today. Neither can access using either by using the URL from IE (or Foxfire) or by going to our website and using the client login for support. Wierd.

Any other thoughts anyone? Bueller??

[Lisa]

I just logged into server 7 which we are hosted on. I need someone to go and take a look at the fact that 98% of physical memory is used. Could this be an issue?

[supportskins]

No, that cannot be the issue. Are they behind firewalls?

[Lisa]

They are but I don't believe that anything has changed at all. The only thing that I can do is to ask them to be 100% sure that nothing at all has changed between yesterday and today. It's just odd that two clients that are over 1000 miles away from eachother are having the same problem where no one else is. They can both get to other sites, can log into our software which is web based and are having no other problems but getting into our help desk. Unfortunately these are 2 of our largest clients who enter the lion's share of the tickets in the system.

I am going to also have one of the users try to log in from their home pc tonight and see what happens then.

Thanks everyone for the assistance

[SteveLV702]

I know I have had a few issues where clients have tried to login to FTP or email with the wrong password a few times then the server automaticly blocked/banned their IPs. Though if this is the hosted solution I don't think this is the problem seeing how you dont have FTP or email access....