The user cannot connect to the server?

Problem

User is attempting to connect to Safe Share and sign-in but cannot connect to the server.

Solution

  1. Confirm the service address the user is attempting to connect to (i.e. https://their-safeshare-service-url.com.)
    1. Attempt to connect to the address they are trying to use
  2. If the user does not have this address, it can be found in their initial account creation email that would have been received from Safe Share.
  3. Attempt to connect to the address they are trying to use
  4. The Safe Share organisation administrator within their organisation will be able to provide further detail on the correct Safe Share service address.

Escalation

If the Safe Share service address is confirmed to be correct, but the user is still unable to connect, this may indicate a problem with configuration. 



Additional Information


Check the configuration database for a list of current Safe Share environments. 

Copy of the readout from the /health endpoint may provide additional diagnostic information.