Overview

Jive is not loading for some users in your community. The issue persists when they use different browsers. An error message appears when they try to access the site, with the text "This site can't be reached":

Environment

Jive Cloud or Hosted.

Information

To ensure that this issue is resolved as quickly as possible, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

• Ask one of the users affected to capture a HAR file while reproducing this issue
• List of some of the users affected by this issue.

<supportagent>

Support agents: As the initial troubleshooting steps, verify that you are able to log in to the customer instance using the Jive Cloud Admin (JCA) tool.

If you are able to log in, the issue may be with the Single Sign-on process for their community. If you can't log in through the JCA and are unsure of the reason, ask the team in the #jive-noc Mattermost channel to see if there is a problem with this customer's instance.

If the customer provides you with a HAR file, you can use the Google HAR analyzer to investigate the results or you can view the file in a text editor. Review the individual requests in the file and determine which one is not completing/timing-out (the ERR_CONNECTION_TIMED_OUT error message at the bottom of the image indicates this is a time-out issue).

Once you have identified which request is failing, see if you can access that URL and investigate the details of the requests to it further.

</supportagent>