Cannot access Safe Share

Problem

User enters the correct URL into their web browser (i.e. https://covata-safeshare-instance.com) but the login page fails to load.

Solution

See Login page does not load

After following the troubleshooting steps in the above article, capture the escalation information below.

Escalation

If the user (or support agent) is unable to reach the login page, this can indicate a problem with the the application services or infrastructure.

Capture the following information:

  • Safe share instance URL
  • Username
  • Any other useful information (screenshots, etc)




Additional Information

If the endpoints such as 'status' cannot be reach, there is a problem with the application. 

Direct contact should be made with the Operations and Infrastructure teams via escalation in order to proceed with further diagnosis. 

  1. Log files from the access service and content service may be useful in diagnosing what is occurring.