I cannot login to my NDSP account from time to time

Quad Cortex
1

Hi,

I cannot login to my NDSP account from time to time and in a utterly random pattern, although I would say that this probably happens more frequently during weekends but not totally sure.

When this happens I cannot logon or rest the password for 24 or even 48 hours. Not in the QC, nor in the Cortex Control App nor in the Website. Getting the “Something went wrong” error.

When I try to reset the password I get a “Server http connection error”.

I have contacted NSDP Support but when they respond a couple of days after the problem is already solved.

This issues added to others issues I’m facing the QC unit are exhausting my patience. It is really good sounding unit but the annoying issues that we the user are facing need to be solved.

Anyone else have this issue with their accounts?

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2

I hear users say clearing caches on browsers now and then helps. Have you tried signing out and back in to the app and the NDSP account from their website?

The only PW trouble I ever had was not intermittent, it was disabled till I reset it with a ‘clean’ PW because the original had been ‘pwned.’ I wouldn’t think that would be your issue or it would kick you off permanently, but I guess it’s something you could look into.

This is the link Support gave me for resolving my issue:

2 Likes
3

Today it is working again… as it happened last time, this issue lasted around 24 hours and it was during the weekend. Maybe they are related with weekend works of the IT team that leads to some kind of outage with the authentication system? Who knows…

4

Today is failing again! The support team doesn’t give me a solution.

5

you need to clear your browser cache. this is a common thing people have posted about for the past few years, and anything they do that it works fine

1 Like
6

I had an answer from Support Service:

We have recently identified an issue with users from Spain having problems accessing our Cloud Services.

This seem to be specific to Spain, on certain moments of specific days on which users have trouble accessing certain websites due to some measures taken by their ISP providers. These measures are then lifted and the access to these websites is restored, which explains and describes exactly the behavior you have been noticing in regards to your connection.

This is not an issue related to either our services or hardware units, as they are operating as intended.

For the time being, the only workaround this for users in Spain, is to use a VPN whenever the issue starts to present itself again.

We have informed our teams about this in order for them to check is there is something that can be done on our end.

1 Like
7

Thanks for the heads up!