Overview

You want to access Jive Cloud Admin (JCA). You are trying to access it using the URL https://cloud.jivesoftware.com.

You are seeing the below errors:

• The connection has timed out
• The server at cloud.jivesoftware.com is taking too long to respond
• The site could be temporarily unavailable or too busy. Try again in a few moments.
• If you are unable to load any pages, check your computer’s network connection.
• If your computer or network is protected by a firewall or proxy, make sure that <<your browser>> is permitted to access the Web.

You have tried a private browsing session and that didn’t work. You may want to access JCA for various reasons, including checking license usage and contract renewal/end date.

Information

The correct link for customers to use, to access JCA, is https://cport.jivesoftware.com/admin/

1. The link https://cloud.jivesoftware.com/ has been retired in 2019 as part of Jive’s transition to AWS.
2. JCA Accounts Expire if the User Does not log in for 6 months. If you are able to access the new URL above but are having trouble authenticating, you will need to request JCA access once again.

Note: JCA does not provide license usage and billing information, as it is used to manage maintenance tasks.

<supportagent>

If a customer is trying to access JCA using the old URL, chances are they haven’t logged in since 2019. 

1. You should check whether they still have a valid account in JCA, and if not, ask them for the below details and grant them access again.
   1. Email Address that requires access
   2. URL(s) for the site(s) that they need access to
   3. See the customer-facing article for this.
2. You can follow the steps in the Creating a JCA Customer User article to check if the user has an existing JCA user.
3. You can click the “Customer/PS Access” link in the instance’s JCA page, to see whether the above-found user is already an administrator for the instance. The user's email address should be listed under current administrators.

</supportagent>