Cloud Streaming Authentication - User Unable to Authenticate via IP Address

Issue: User is trying to access their portal either directly or via a proxy. Their IP address is whitelisted at the portal. The customers are being prompted for a username and password with no accompanying error messages. Clearing cookies and cache does not help. This issue appears to affect all browsers on the specific device.

Cause: This is a good indication the device is not allowing the JWT token to be stored in the browser's local storage.

Suggested Troubleshooting Steps:

Device-Specific Issues

1. Incorrect System Time/Clock Skew:
   • Check and Sync Time: Go to your device's date and time settings and ensure it's set to automatically synchronize with an internet time server (NTP). Force a sync.
   • Verify Time Zone: Make sure the time zone is correctly set.
2. Corrupted User Profile or Browser Data:
   • Clear Browser Data: For each browser, perform a full clear of all Browse data, including cookies, cache, local storage, and site data.
   • Test with a New Windows User Profile: Create a brand new, local Windows user account on that device. Log into that new account and try accessing the swank portal. If it works there, the issue is almost certainly within the original user profile.
3. Security Software Interference (Antivirus/Firewall):
   • Temporarily Disable: Temporarily disable your antivirus and firewall (Windows Defender Firewall, or third-party) and test. Be very cautious doing this, and only do it briefly while testing, and reconnect to the internet in a safe manner.
   • Check Logs: Review your security software's logs for any blocked connections or alerts related to the Swank site.
   • Add Exceptions: If you identify a specific security product causing the issue, try adding exceptions for Swank
4. VPN or Proxy Issues:
   • Disable VPN/Proxy: Temporarily disable any VPN or proxy software and test.
   • Check Proxy Settings: Verify the proxy settings in your browser and Windows network settings are correct, or set to "automatically detect" if no proxy is intended.

 
Network-Related Issues (Less Common but Possible):

1. DNS Issues:
   • Flush DNS Cache: Open Command Prompt as administrator and run ipconfig /flushdns.
   • Change DNS Server: Temporarily try using a public DNS server like Google DNS (8.8.8.8, 8.8.4.4) or Cloudflare DNS (1.1.1.1, 1.0.0.1) in your network adapter settings.
2. Network Hardware Issues:
   • Try connecting this device to a different port on the switch that is known to work for the other devices.