Mark Priest Posted July 6, 2023 Share Posted July 6, 2023 Hi We seem to be getting random users getting a Could not Connect to instance: timeout message, when signing into our Hornbill portal Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 6, 2023 Share Posted July 6, 2023 @Mark Priest Thanks for the post. We are seeing no issues from any of our monitoring systems. Can you get the people effected to perform a Check from Hornbill.com as this will show where any connectivity issues resides. Kind Regards Hornbill Link to comment Share on other sites More sharing options...
Mark Priest Posted July 6, 2023 Author Share Posted July 6, 2023 Hi Shows that everything is ok . But users still getting the same message Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 6, 2023 Share Posted July 6, 2023 @Mark Priest We saw 2 Health checks submitted under your account, the first was success. The second showed a local network issue (The check also shows that at the time the check was performed the instance was OK from the machine hosting the check - which is outside our Data Centers). This suggests a local network issue at the clients side. You will need to ensure that all the URLs and ports listed in the below are accessible from the clients machines https://wiki.hornbill.com/index.php?title=Hornbill_Cloud_and_Platform KInd Regards Hornbill Link to comment Share on other sites More sharing options...
Mark Priest Posted July 6, 2023 Author Share Posted July 6, 2023 Hi thanks for that. Think we have fixed it, was down to an update on our antivirus Link to comment Share on other sites More sharing options...
Steve Giller Posted July 6, 2023 Share Posted July 6, 2023 @Mark Priest Do you have details on the fix (e.g. exclusions, whitelisting etc.) in case this is affecting other Users, please? Link to comment Share on other sites More sharing options...
Mark Priest Posted July 6, 2023 Author Share Posted July 6, 2023 Hi Steve Are you aware of any updates to hornbill over the last few days. It seemed that reinstalling our antivirus on a problem machine fixed it but then its gone again once policies and updates kicked in . They loose the single sign on page and get the timeout error Link to comment Share on other sites More sharing options...
Keith Stevenson Posted July 6, 2023 Share Posted July 6, 2023 @Mark Priest There has been no changes to Hornbill over the last few days (Last release of Live was 8 days ago which would not have impacted login) and no changes to any of the URLS or IPS for some time (Many months). It seems whatever Virus scanner you have in place is incorrectly blocking URLs\IPs and that should be addressed by the maintainer of the Virus scanner KInd Regards Hornbill Link to comment Share on other sites More sharing options...
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