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Clarity Ondemand URL's are not Accessible or Error: en - Error occurred

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Article ID: 145439

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Updated On:

Products

Clarity PPM SaaS

Issue/Introduction

Users receive below errors issues when accessing Clarity Ondemand  / SaaS URL's:

  1. Site Can't be Reached -  Err_Connection_Timed_out
  2. This site can't provide a Secured Connection.
  3. Environment such as Production appears to be down - users aren't able to access it
  4. Users may see error: Error: en - Error occurred, please contact system administrator
  5. Clearing browser cache hasn't helped
  6. fedsso.URL took too long to respond

     

Cause

This might be caused because of VPN or firewall on the customer's end or if the environment is not accessible.

Environment

Release : All Supported Releases

Resolution

  1. Validate the connectivity without VPN or Firewall connectivity.
    • If the issue is only impacting certain users / users in a certain location, test with a different VPN connection to see if that works
      • If it's specific to a certain VPN, contact your internal network team for assistance.
        • One thing that can cause issues is antivirus IE Blue Coat or Symantec
    • Try using a mobile network to type in the URL of your On demand application and check if that works.
  2. Reach out to Broadcom Support to check if there is any unplanned downtime.

Additional Information

See KB: 141061 for tips on how to optimize use of Self Service for Clarity