Most common login issues

This article addresses the most common login issues you may encounter and provides troubleshooting steps to resolve them. It also guides you on how to escalate these issues to support effectively, including recording a HAR file, contacting support, and requesting a 2FA reset if necessary.

Incorrect username or password

Issue

The most frequent login issue is entering an incorrect username or password.

Troubleshooting steps

• Check Caps Lock: Ensure your Caps Lock key is off, especially in case-sensitive fields like your password.
• Reset password: If you've forgotten your password or are unsure, click the "Forgot Password" link and follow the steps to reset it via email.
• Check email address: Ensure you are using the correct email address associated with your Bloomreach account. You may be trying to log in with a different email.

When to escalate

If you've reset your password but still can't log in, it might be worth contacting support for help. Follow the instructions for escalating below.

Two-factor authentication (2FA) issues

Issue

2FA adds a layer of security, but users sometimes encounter problems accessing authentication codes or when their authentication app (for example, Google Authenticator) isn't working.

Troubleshooting steps

• Ensure time sync: If you are using an app like Google Authenticator, make sure that the time on your mobile device is synced correctly. Mismatched times can cause authentication codes to be invalid.
• Use backup codes: If you were given them when enabling 2FA, use one to log in.
• Try another device: Sometimes switching devices (for example, from mobile to desktop) helps with 2FA issues.

Requesting a 2FA reset

If you've lost access to your 2FA device or codes, contact support to request a reset. Be prepared to verify your identity, as this is a sensitive security issue.

Browser or cache problems

Issue

Old cache, cookies, or browser issues can sometimes cause login problems in Bloomreach.

Troubleshooting steps

• Clear cache and cookies: Clear your browser's cache and cookies, then try logging in again.
• Try incognito mode: Open an incognito or private browsing window to rule out issues caused by cached data.
• Use a supported browser: Ensure you're using a browser that is supported by Bloomreach (usually the latest versions of Chrome, Firefox, Edge, or Safari).
• Disable browser extensions: Some browser extensions (especially ad blockers or security plugins) can interfere with login functionality. Try disabling them temporarily to see if this resolves the issue.  

How to remove the cached data

1. Open the affected website in Chrome.

2. Click the site icon to the left of the URL address bar.

3. Open Cookies and site data.

4. Click Manage on-device site data.

5. Remove data from the website.

6. Refresh the page and test again.

Unlinking or deleting Google account connections with Bloomreach

Issue

If you've used your Google account to sign in to Bloomreach but now wish to unlink or delete that connection, it's essential to follow the correct steps to avoid login or security issues.

How to unlink or delete Google account connections

1. Sign in to your Google account: Go to your Google Account and log in.
2. Navigate to security: In the left-hand menu, select Security.
3. Manage third-party apps: Scroll down to the Third-party apps with account access section, then click Manage third-party access.
4. Find and remove Bloomreach access: Locate Bloomreach in the list of apps and click on Remove access to unlink your Google account from Bloomreach.

5. Verify unlinking: Ensure that you still have access to your Bloomreach account using your original credentials (username and password). If necessary, reset your password through Bloomreach to continue accessing your account.

   

Network or VPN issues

Issue

Sometimes your network settings, especially when you're behind a VPN or firewall, can cause connectivity issues that prevent you from logging in to Bloomreach.

Troubleshooting steps

• Disable VPN or proxy: Temporarily disable any VPN or proxy services you're using, then try logging in again.
• Check network firewall settings: If you're using a corporate network, ensure your firewall or security settings don't block Bloomreach.
• Try a different network: Switch to a different network (for example, mobile data or a different Wi-Fi connection) to see if the issue is related to your current network.

Escalating the issue to support

If you've followed the above troubleshooting steps and still cannot resolve your login issue, escalate the issue to support. Here's how to do it effectively:

1. Record a HAR file

A HAR (HTTP Archive) file captures detailed logs of your browser's interaction with the website and can help support teams identify the issue. Follow these steps to record a HAR file:

• Open your browser and go to the login page where you're experiencing issues.
• Right-click anywhere on the page and select Inspect (or press F12 on your keyboard to open Developer Tools).
• Go to the Network tab.
• Ensure the Preserve log checkbox is checked.
• Try logging in again.
• Once the login attempt fails, right-click on the list of network requests and choose Save all as HAR with content.
• Save the HAR file to your computer.

2. Contact support via email

Once you've recorded the HAR file, you can contact support. Be sure to include:

• A detailed description of the issue.
• The HAR file you recorded.
• Any screenshots that might help visualize the issue.
• Mention any troubleshooting steps you've already taken to save time.

Send this information to support via email support@bloomreach.com, via messenger, or via the Support Portal.

3. Requesting 2FA Reset

If your issue is related to two-factor authentication and you need to request a reset, include:

• The reason you need a reset (for example, if you lost access to the device).
• A form of identity verification that the support team will request(be able to reply to an email request) 

Conclusion

Login issues in Bloomreach can arise from a variety of factors, but most can be resolved with basic troubleshooting. Whether it's clearing your browser cache, addressing 2FA issues, or recording a HAR file for further investigation, the key is knowing when to escalate and providing the support with proper information.

If you continue to experience issues after trying these troubleshooting steps, don't hesitate to reach out to support with the necessary details.