Error: "Invalid token" or screen freezes in case management

Products

• Support Portal

Issue/Introduction

Accessing 'My cases' from the Support portal Dashboard you see one of the following:

• Error: Invalid token. Please try logging in to Okta
• The screen freezes on (or spins on )“Authenticating user”

Cause

As per your organization’s cybersecurity policies, the APIs have been blocked in your office network (when you are connected to the office Wi-Fi, LAN or VPN).

Resolution

1. Make sure you have access to a site ID. If you need help finding your Site ID, see Find your Support Site ID.
   • For Basic User: Build your profile with the site ID
   • For Enterprise Users: Add site ID to your profile
     
     
2. You will have to report this to your IT support team and share the URLs that you have problem with.
   URLs:
   
   https://broadcomcms-software.wolkenservicedesk.com
https://api-broadcomcms-software-user.wolkenservicedesk.com/
   
   
3. As per your organization’s process, raise a firewall change request to allow the access to the domain wolkenservicedesk.com on port 443. Your IT team should be able to approve the firewall change request based on the issue description and the cause provided in this document.
   
   
4. Post the confirmation from your IT team that the access has been granted for wolkenservicedesk.com domain, you can clear the cache of your browsers and login to the case management system.
   

Additional Information

Should you need any further assistance, contact Broadcom Customer Care.