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How To: SailPoint Support Portal refused to connect

How To: SailPoint Support Portal refused to connect

 

Why am getting the error "sailpointsupport.zendesk.com refused to connect" when I try to sign in to SailPoint Support Portal?

 

This can occur when third party cookies are blocked by the browser. The error will look like:

 

How To Refused to Connect 001.png

The fix is to enable third party cookies. 

  1. Navigating to https://support.sailpoint.com/ you will see this message pop up:
     

    How To Refused to Connect 002.png

  2. Click the link "Click here to enable them."
  3. If the message appears again or you get a message that the website still refuses to connect, you will need to modify your browser settings manually.

Google Chrome

  1. Go to Settings
  2. Under Privacy and security click Site Settings
  3. Click on Cookies and sita data
  4. Turn off Block third-party cookies
     

    How To Refused to Connect 003.png

  5. If the issue still persists - from the URL bar click the cookie icon being blocked and choose Always allow https://support.sailpoint.com to set cookies, or Always allow https://sailpointsupport.zendesk.com to set cookies
     

    How To Refused to Connect 004.png

  6. Make sure that both of the above URLs are allowed to set cookies. Do so from the Cookies and site data, under See all cookies and site data:
     

    How To Refused to Connect 005.png

  7. If Chrome is managed by your organization there may be other settings needed to be changed globally by your systems administrators.

Internet Explorer

  1. Click the Gear icon, and then choose Internet Options.
  2. Click the Privacy tab, and then click the Advanced button
  3. From the Advanced Privacy Setting popup choose Accept to Third-Party Cookies
     

    How To Refused to Connect 006.png

  4. Click OK and then click OK again

FireFox

  1. From the Options menu choose Privacy & Security
  2. Make sure that not All third-party cookies are checked
     

    How To Refused to Connect 007.png

  3. Reload the browser tabs

 

Read the How To: Use the SailPoint Support Portal to learn more about opening and viewing cases. 

Version history
Revision #:
2 of 2
Last update:
‎Feb 28, 2020 08:47 AM
Updated by:
 
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