Adrian Simpkins Posted January 8 Share Posted January 8 Hi All, I have 2 external Contacts/Customers using our https://customer.hornbill.com/mse portal who have both registered previously but now when they go to access the portal they are getting the below error message 'Could not load portal configuration' I have done a remote teams session to one of the affected users, and cleared down their browser in Settings, but after doing this she still gets the same error. They both registered to the portal in 2022 but due to an issue with their organisations they were just registered, they have not requested any access. I did a review of all our external contacts recently, and these 2 were picked up as at the time they registered we were not enforcing the org list, and as we control access via the Organisations I am trying to get them setup now. Any ideas on how to remove the error message please? Many thanks Adrian Link to comment Share on other sites More sharing options...
Keith Stevenson Posted January 8 Share Posted January 8 @Adrian Simpkins Are both on BT or a subsidiary of this and do they have child safe guards enabled? 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted January 8 Author Share Posted January 8 Hi Keith, I will have to check further with them to confirm this. I will email them now to see if they can confirm this Many thanks Link to comment Share on other sites More sharing options...
Keith Stevenson Posted January 8 Share Posted January 8 @Adrian Simpkins If so its likely this. Kind Regards 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted January 8 Author Share Posted January 8 Thanks Keith, that would make sense ! I will check this with them both now Many thanks as always Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted January 15 Author Share Posted January 15 Hi @Keith Stevenson the 2 affected external customers have come back and confirmed their network is not supplied by BT. Any other reason they are getting this error if not using BT please? Many thanks ! Link to comment Share on other sites More sharing options...
Steve Giller Posted January 15 Share Posted January 15 If they are working from home, what happens if they connect via a mobile hotspot (preferably not the same supplier as their home internet) or if they connect via a different network (e.g. in the office) completely? This error is usually caused by something being actively blocked (the example above is one we know about, but may not be the only one) and occurs before the User has a chance to sign in, so is unlikely be account related. 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted January 15 Author Share Posted January 15 Hi Steve They are both external customers to MSE so I will have to get some more details from them. I did suspect something on their network side is blocking it, but we have other external customers from the same Org who are not having any issues like this. I will go back and get some more information Many thanks as always Adrian Link to comment Share on other sites More sharing options...
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