The steps below can help pinpoint the issue when a client reports that they cannot access the portal and/or place orders. Try to perform as many of these as possible before contacting the Dev Team so that we can rule out possible causes.
Just remember, asking users to try using Command line inputs or access the Dev tools in a web browser may not always be possible, unless we can talk to their local IT. Most people reporting issues are not from the IT department at the facility, they are a doctor, nurse, admin, etc.
- Check that the customer is using the correct web address for the Client Portal: https://portal.roshalimaging.com/
- Can the customer login? Validate they are logging in with the correct credentials, and the system is permitting them access. You can check Entra AD for the account name and also look at Auth0 to ensure that the account is set up properly. Try logging in with the credentials yourself to see that they are correct. -> This indicates login or permission issues.
- Can the customer resolve our endpoints? Use their browser to load the pages, more advanced use nslookup for our endpoints.-> This indicates DNS issues.
- Can the customer reach the endpoints? Use their browser to load the pages, more advanced use curl or ping for our endpoints. -> This indicates Network/Firewall issues.
- Does the customer account function properly? When they log in, they should see something like the below image, with their facility name and information in the top corner. -> This indicates permissions or account setup issues.
If none of these have shown what the cause of the issue is, how can we collect information for the Dev team? Have them create a .har file from dev tools if possible, which will include the full network call list. Screenshots as well. -> Shows the Dev team what created the problem.