Troubleshooting when clicking the Sign In button fails to initiate the login process
If you encounter an issue where clicking the "Sign In" button does not initiate the login process, this could be due to network restrictions placed by your institution or a third-party web filtering platform.
Here's what you can do to resolve this issue.
Step-by-step troubleshooting guide:
Check browser console
- Open your browser's developer tools (usually accessed by pressing F12 or right-clicking and selecting "Inspect").
- Navigate to the 'Console' tab to check for any errors related to network requests.
Verify network requests
- Look for a network request to https://auth.digitaltheatreplus.com.
- If this request fails or is blocked, this indicates a network issue that is preventing the Sign In process.
Contact local IT support
- Report the issue to your local IT team. Provide them with the details of the blocked network request.
- Ask IT to check for any active web filtering settings that might be blocking access to authentication URLs.
Web filtering adjustments
- If a web filtering platform is in use, request that your IT team or filtering provider allows traffic to https://auth.digitaltheatreplus.com and consider whether any of our other domains need to be permitted.
Retry Sign In
- Once adjustments are made, retry the Sign In process. If the issue persists, further investigation by IT might be necessary.
By following these steps, you should be able to overcome any network-related barriers that prevent the Sign In process from starting, ensuring a smoother and more reliable access to our services.
Updated Application Behaviour (14 May 2024)
DT+ now detects when a Sign In initiation fails due to a failed network request. If such a failure occurs, an error message will be displayed advising users to contact their local IT for assistance. This proactive measure helps in identifying and resolving access issues more quickly.
