There are times when users have issues logging in to Aerros, and there are times when users are able to log in, but have issues with Aerros loading. This article will provide potential solutions to logging in or loading issues.
- User can't log in:
- Symptoms:
- May get a looping screen
- May get access forbidden message
- Potential Solutions:
- Ensure user access is authorized and has the correct role - Contact your login provider (Aerostrat or Organization's Helpdesk for more assistance).
- Symptoms:
- User able to log in, but Aerros not loading
- Symptoms:
- May be a looping "Sign in to your account" screen
- May be a blank page
- Potential Solutions:
- Ensure bookmark is correct and says <customername>.aerostratsoftware.com and nothing more
- Potential Solutions:
- Symptoms:
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- Clear cached images and files and cookies (article link: Cache Clearing )
- Restart Chrome, then attempt to log back in
- Common issue after an update is pushed
- Restart Chrome, then attempt to log back in
- Clear cached images and files and cookies (article link: Cache Clearing )
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- Change you cookie settings (article link: Change Cookie Settings )
- Open Chrome, top right, click More
, then Settings - Under "Privacy and Security" click Site Settings, then Cookies and site data
- Ensure "Allow sites to save and read cookie data (recommended)" is toggled on
- You can also add a cookie exception for the company Aerros environment URL
- Restart Chrome, then attempt to log back in
- Open Chrome, top right, click More
- Change you cookie settings (article link: Change Cookie Settings )
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- Disable Extension(s) (article link: Disable Extensions)
- More prevalent issue when logging into Aerros using company VPN
- *Steps may be vary depending on extension
- Open Chrome, top right, click More , then Settings
- Click "Extensions" on the left of the page menu
- Ensure extension is toggled off, or click "Remove" to remove extension
- You can also add an exception (or whitelist the URL) for the company Aerros environment URL
- Disable Extension(s) (article link: Disable Extensions)
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- Symptom:
- Aerros page may be partially loading (schedule opens, but events can't be seen)
- Potential Solutions:
- Enable Hardware Acceleration (article link: Enable Hardware Acceleration / Override Software Rendering )
- Open Chrome, top right, click More , then Settings
- Click "Advanced Settings" on the left of the page menu, then "System"
- Ensure "Use hardware acceleration when available" is toggled on
- Restart Chrome, then attempt to log in
- Open Chrome, top right, click More
- Override Software Rendering List
- Copy and paste in URL bar: chrome://flags/#ignore-gpu-blacklist
- Under "Override software rendering list", select "Enabled"
- Restart Chrome, then attempt to log in
- Enable Hardware Acceleration (article link: Enable Hardware Acceleration / Override Software Rendering )
- Potential Solutions:
- Aerros page may be partially loading (schedule opens, but events can't be seen)
- Symptom:
If above steps do not solve the issue, please submit a Zendesk ticket, and Aerostrat representative will then work with the individual in order to resolve the issue.
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Below are the instructions to try adding Aerostrat as a safe domain (VPN + Browser Extension Issue):
1) In the Windows search, enter “Internet Options”
2) Select Open under “Internet Options”
3) Select the Security tab
4) Select the Trusted sites icon
5) Select Sites
6) Deselect “Require server verification (https:) for all sites in this zone”
7) In the “Add this website to the zone:” box, enter “*.aerostratsoftware.com”
8) Select Add
9) Check the box next to “Require server verification (https:) for all sites in this zone”
10) Select Close
11) Select OK
Close all Chrome/IE/Edge windows before trying to access the application again.
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