Overview

Sometimes, a user may experience a persistent login issue with AppManager stuck with a screen showing an "Authenticating" message. Usually, that indicates an environmental issue on the end user side.

Solution

To resolve the issue, please follow these steps:

1. Make sure you are not using a bookmarked with the incorrect URL or extra parameters. The correct URL to use is https://appmanager.gfi.com/. 
2. If the URL is correct - try to isolate the issue:
   1. Clear the browser's cache and use private/incognito mode.
   2. Log in a different browser(s).
   3. Try another computer, ideally from a different network/ISP, to eliminate networking and firewall issues.
3. If the issue persists regardless of the above attempts:
   1. Capture a screenshot of the error message that is displayed on the screen.
   2. Collect a HAR file from the browser's window while replicating a problem.
   3. Open a ticket with the Support team and share the authentication method you are using (Google account or email/password authentication), the screenshot captured, and the HAR file collected for further investigation.

Summary

When AppManager remains stuck on an "Authenticating" screen, it often indicates a problem related to the user's environment. To address this issue, users should first verify the login URL and ensure it is correct (https://appmanager.gfi.com/), avoiding bookmarked URLs with potential errors. If the problem persists, users should clear their browser's cache, try incognito mode, switch browsers, or use a different computer or network to diagnose potential network issues. If none of these steps resolve the issue, capturing a screenshot of the error and collecting a HAR file while the error occurs, followed by contacting the Support team with detailed information, is recommended.

FAQ

1. What should I check first if AppManager is stuck on the "Authenticating" message?
   Ensure that you are using the correct URL (https://appmanager.gfi.com/) and not a bookmarked link that may contain incorrect parameters.
2. What are the next steps if verifying the URL doesn't solve the login issue with AppManager?
   Clear your browser's cache, use private/incognito mode, try logging in with a different browser, or attempt to access the site from a different computer or network.
3. What should I do if none of the troubleshooting steps resolve the "Authenticating" issue?
   Capture a screenshot of the "Authenticating" error and Collect a HAR file while the problem occurs. Submit these files and the authentication method used in the support ticket to help the team in diagnosing and resolving the issue.