Some common Symphony login issues and their resolutions can be found below:
Red/yellow banners
A user will see a red or yellow banner at the top of the Symphony client whenever they experience network connectivity issues.
Examples:
A red banner is issued when Symphony has detected several heartbeats are missing, so the software issues a warning that the connection was lost.
To troubleshoot this:
- Check that you are connected to the network and perform a test to confirm other web applications or websites are working. If a working connection is confirmed, a caching error could be causing the issue.
- Ensure Symphony is in focus, and then clear the cache and reload.
- If the banners persist or the page fails to load, contact your internal IT team or the Symphony Support team at support@symphony.com to see if there is any other issues or maintenance work which could be causing the issue.
A yellow banner is issued when Symphony has detected a single missing heartbeat whilst performing a health check. Normally, red/yellow banner issues will resolve themselves after a few seconds/minutes.
Incorrect password banner
An Invalid username or password banner can be triggered by different causes.
To troubleshoot this:
- Check that you are using the correct username and password.
- One common issue is a user trying to use their email address rather than their username to login.
- See how to resolve an invalid username and password error.
- If you are usually presented with a SSO login page, but you are now receiving a normal login form, or your username and password are correct, but you are unable to login, you may be connecting to an incorrect Symphony instance.
- See how to check the Symphony instance you're connected to.
- If none of the above applies, contact your internal IT team or the Symphony Support team at support@symphony.com to see if there is any other issue or maintenance work which could be causing the issue.
Infinite looping/loading button
An infinite loop/loading button occurs when there is a configuration issue or ongoing maintenance on your pod.
To troubleshoot this:
- Contact your internal IT team or the Symphony Support team at support@symphony.com to see if there is any other issue or maintenance work that could be causing the issue.