How to Troubleshoot Application Access Issues

 

If you’re experiencing difficulties accessing the web application, follow these steps in order.

Step 1: Confirm the Application URL

• Open your browser.
• Manually enter or paste the complete application URL (avoid relying on bookmarks or links from browser history).
• Press Enter.

Tip: If you receive a 404 Not Found error, double-check that the URL is correct.

Step 2: Hard Refresh Your Browser

A hard refresh reloads the page and clears cached versions of files.

• Windows: Press Ctrl + F5
• Mac: Press Command + Shift + R

If the page displays correctly after this, the issue was related to cached data.

Step 3: Use a Private or Incognito Window

This opens a clean browser session without existing cookies or cached files.

• Chrome/Edge: Ctrl + Shift + N
• Firefox: Ctrl + Shift + P
• Safari: File → New Private Window

If the site loads successfully in Incognito mode, proceed to Step 4.

Step 4: Clear Your Browser Cache and Cookies

Corrupted cookies or cached scripts can lead to login issues or blank pages.

For Chrome / Edge:

• Open the menu (⋮)
• Navigate to Settings → Privacy & Security → Clear browsing data
• Select:
  • Cached images and files
  • Cookies and other site data
  • Click Clear Data
• Close and relaunch your browser

Step 5: Temporarily Disable Browser Extensions

Extensions may block application scripts or authentication redirects.

Extensions to check:

• Ad blockers
• Privacy tools or blockers
• Script blockers
• Password manager overlays

To disable extensions (Chrome example):

• Open the menu (⋮)
• Select Extensions → Manage Extensions
• Toggle off extensions temporarily
• Reload the application page

Step 6: Verify Login Credentials - Non-SSO Account

If you are getting a login screen, but just can't get logged in:

• Enter your username exactly as assigned by your organization.
• Type your password manually (do not use autofill).
• Remove any extra spaces before or after your credentials.
• If necessary, use the Forgot Password option and complete the reset process.

[Screenshot Placeholder – Login form fields]

Step 7: Troubleshooting Single Sign-On (SSO)

When prompted by your organization’s identity provider:

• Enter your corporate email address.
• Complete multi-factor authentication as required.
• Permit any necessary pop-ups or redirects during authentication.
• Important: SSO may fail if your device’s date and time are incorrect. Ensure automatic time synchronization is active.

Step 8: Test with Another Browser or Device

Testing in a different environment can help isolate the issue.

Try accessing the application with:

• Chrome
• Edge
• Firefox
• Safari (Mac/iOS)

If the app loads successfully elsewhere, the problem may be specific to your original browser or device.

Step 9 — Verify Your Internet Connection

• Confirm access to other websites to ensure internet connectivity.
• Disconnect from VPN if active.
• Switch networks (e.g., use a mobile hotspot).
• Restart your router if possible.

Note: Corporate VPNs or firewalls can block SSO redirects, application scripts, or API calls.

Step 10: Understand Common Error Messages

• 401 / 403 – Unauthorized: You may lack required access permissions. Contact support.
• 404 – Page Not Found: The URL is incorrect or the page doesn’t exist.
• 500 – Server Error: An internal error has occurred. Report the issue to support.
• WAF / Security Block: Your request was blocked for security reasons. Share the error details with support.

Step 11: Gather Details for Support

If issues persist, provide the support team with:

• A screenshot of the error
• The URL you attempted to access
• Browser name and version
• Device type (e.g., Windows, Mac, iOS, Android)
• Network type (home, office, VPN)
• Location/IP address from which you are connecting
• The local date and time (including time zone) when the error(s) occurred
• Any steps already tried to remedy the situation.