topic Re: Can't access a site's webpage/APs etc in ExtremeCloud IQ

Can't access a site's webpage/APs etc

tcarrington — Tue, 11 Oct 2022 12:11:52 GMT

Hi, I've been using this for 5+ years. I log in, then I click on the school, and then i can do things with the APs etc.

Today it says it cannot connect me to the site.

Unable to redirect to selected account.

What has changed? I fairly recently (this year? last year) changed the login to be a generic email rather than my own work email.

To my knowledge, we've never paid for any of the cloud Hivemanager stuff. Has that changed?

The account in question is Monkston Primary school.

Re: Can't access a site's webpage/APs etc

MKramer — Wed, 12 Oct 2022 05:51:05 GMT

Hi,

same problem here. Can't access to any of our APs anymore - last successful login at Sept. 30. Support can't help because of free version of XIQ.

Would be nice to get any information what do do.

Re: Can't access a site's webpage/APs etc

tcarrington — Wed, 12 Oct 2022 08:11:49 GMT

ok, so with my other school/login it goes straight to IQ Connect, all is fine

with this one I log in and get to https://extremecloudiq.com/entry#/multiplevhms with title of ExtremeCloudIQ PILOT
where I can "Manage my network" on the left hand side, which eventually takes me to an IQ Connect page with no devices/location/info etc, which feels like what my other school is, but with this school I've always clicked the bit on the right hand side which is
"Manage Other Deployments

You also have access to the following accounts

Monkston Primary School
"
and it's when I click on that I have the issue.
I don't know why there is this https://extremecloudiq.com/entry#/multiplevhms intermidiate stage, I don't know why it is PILOT, the school have never paid for anything except the APs as far as I know (though that knowledge only goes back to 2017).
Do I have to set up a IQ Connect thing, onboard all the APs and go from there? That sounds like a lot of work, especially as I can't access the Hive(?) to off-board the APs?

Re: Can't access a site's webpage/APs etc

arjene — Mon, 17 Oct 2022 10:48:33 GMT

same issue.

one 1 account: " Unable to redirect to selected account." on:

1- manage my network

2- manage other deployments

on another account only on " manage other deployments".

😞

Re: Can't access a site's webpage/APs etc

tcarrington — Mon, 17 Oct 2022 11:26:13 GMT

I hope I'm allowed to share this (as it seems relevant to you both)

I raised a support case and have had this reply:

"
My name is ****, and I will be handling this case or you. This is a known issue, currently being worked on by Engineering. I am following this issue, and will report here when Engineering reports this issue to be resolved.

Best regards,
****
GTAC

so I think maybe it's a wait till a fix appears, but at least they know about it/are working on it?

Re: Can't access a site's webpage/APs etc

tcarrington — Mon, 17 Oct 2022 11:28:16 GMT

see reply to arjene,

also, I'm on free XIQ and did get support in a way, though because it's their end at fault (as far as we can tell) then it's not really a them supporting us thing?

Re: Can't access a site's webpage/APs etc

arjene — Mon, 17 Oct 2022 14:04:09 GMT

i also raised a support case. and the support is 0.

Re: Can't access a site's webpage/APs etc

tcarrington — Mon, 17 Oct 2022 14:14:52 GMT

hmm, I don't know what to say about that then. Maybe I'm logging in here (there?) with an email address from an institution that does have support (a def. possibility)

Re: Can't access a site's webpage/APs etc

Ash_Finch — Mon, 17 Oct 2022 14:17:29 GMT

It's affecting both Connect & Pilot instances now. Got a similar response that they're working on it and it's raised as a P1. Particularly an issue for us as we've lost access to many instances...Informed the workaround is to request the VIQ owner to add a new email account (could be a mail system, e.g., Gmail, supporting alias like"name+variation@xxx.com") for local admin access.

Re: Can't access a site's webpage/APs etc

MKramer — Tue, 18 Oct 2022 04:52:58 GMT

For us, the case was closed:

"It looks like you need to engage with the Reseller or our Sales team on getting this works again since from our side you did not have active entitlement for the GTAC support. As of now, I'll proceed with the case closure due to no active support entitlement."

Hope they`ll fix that soon.

Re: Can't access a site's webpage/APs etc

Ash_Finch — Wed, 19 Oct 2022 14:41:26 GMT

Looks like this is fixed now for anyone that hasn't tried to login since yesterday.

Re: Can't access a site's webpage/APs etc

tcarrington — Mon, 24 Oct 2022 08:32:33 GMT

thanks Ash for updating us, yes it's working for me also. No update on my actual ticket from the engineers though....