Some common Symphony login issues and their resolutions can be found below:
Red/yellow banners
If a user receives a red or yellow banner at the top of the Symphony client, network connectivity issues are currently being experienced (Figure 1, Figure 2 and Figure 3):
Figure 1 Error
Figure 2 Error
Figure 3 Error
The 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 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 refer to the Knowledge Article found here on how to clear 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.
The 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
The Invalid username or password banner (Figure 4) can be triggered by different causes:
Figure 4 Error
To troubleshoot this:
- Ensure 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). Refer to the Knowledge Article found here on how to resolve an invalid username and password error.
- If you are normally presented with a SSO login page but you are now receiving a normal login form, or your username and password is correct but you are unable to login, you may be connecting to an incorrect pod. Refer to the Knowledge Article found here on how to check your pod connection.
- Otherwise 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 (Figure 5):
Figure 5 Infinite looping/loading button
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 which could be causing the issue.