How To: Troubleshoot SailPoint Support Portal Refused To Connect

How To: Troubleshoot SailPoint Support Portal Refused To Connect


Why Am I Getting the Error “ refused to connect” When Signing Into the SailPoint Support Portal?

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

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The fix is to enable third party cookies. 

1. Navigating to you will see this message pop up:


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 site data.

4. Turn off Block third-party cookies. 

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5. Refresh the web page.

6. If the issue still persists - from the URL bar click the cookie icon being blocked and choose Always allow to set cookies, or Always allow to set cookies.

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7. 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:

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8. 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.

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4. Click OK and then click OK again.



1. From the Options menu, choose Privacy & Security.

2. Make sure that not All third-party cookies are checked.

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3. Reload the browser tabs.


Interested in learning more about opening and viewing support cases? Read the How To: Use the SailPoint Support Portal article.

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Last update:
‎Dec 09, 2021 05:15 PM
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