Most common login issues

In this article, we'll walk you through the most common login issues that you can face in Bloomreach and offer troubleshooting steps to resolve them. We’ll also guide you on how to escalate these issues to Bloomreach Support effectively, including how to record a HAR file, contact support, and request a 2FA reset if necessary.

Incorrect Username or Password

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

Troubleshooting Steps:

• Check Caps Lock: Ensure that your Caps Lock key is not turned on, especially for case-sensitive fields like your password.
• Reset Password: If you've forgotten your password or are unsure, click on the "Forgot Password" link and follow the steps to reset your password via email.
• Check Email Address: Ensure you are using the correct email address associated with your Bloomreach account. It's possible that you’re 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 on how to escalate below.

Two-Factor Authentication (2FA) Issues

Issue: 2FA adds an additional layer of security, but users sometimes encounter problems when trying to access the authentication codes, or when their authentication app (e.g., 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 backup codes when enabling 2FA, use one of them to log in.
• Try Another Device: Sometimes switching devices (e.g., from mobile to desktop) helps with 2FA issues.

Requesting 2FA Reset: If you’ve lost access to your 2FA device or codes, you’ll need to contact support to request a 2FA 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: 
  
  

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 issues with login or security.

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 and click on 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 if you're behind a VPN or firewall, can cause connectivity issues that prevent you from logging into Bloomreach.

Troubleshooting Steps:

• Disable VPN or Proxy: Temporarily disable any VPN or proxy services you’re using and see if you can log in.
• Check Network Firewall Settings: If you're using a corporate network, ensure that Bloomreach is not blocked by your firewall or security settings.
• Try a Different Network: Switch to a different network (e.g., mobile data or a different Wi-Fi connection) to see if the issue is related to your current network.

Escalating the Issue to Bloomreach Support

If you’ve followed the above troubleshooting steps and still cannot resolve your login issue, it's time to escalate the issue to Bloomreach 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 Bloomreach 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 the Bloomreach Support team at support@bloomreach.com.

3. Requesting 2FA Reset

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

• The reason why you need the reset (e.g., 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 are relatively easy to resolve 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 support with the information they need to help you quickly.

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