Logon Troubleshooting

This guide shows some simple steps to help diagnose any issues with logging into Diligent Entities.

Follow these steps if users cannot log into a Diligent Entities site

  1. Clear the cache in your browser and try to log on on the same url
  2. Open the same url in Incognito mode in the Chrome browser (if possible)

If you still cannot log on, help us diagnose by following these steps and providing the results that you see in your browser. This will help our teams to quickly investigate the issue.

  1. Access this url: https://ids-prod05.blueprintserver.com/favicon.ico. If you can see a small Entities logo, move to Step 2. (This logo may be in different areas of the screen than below depending on your browser).

    If you cannot see the small Entities logo, or your browser displays an - for example, '502 error: Bad Gateway' error is displayed - this indicates an issue with the client environment blocking access. Contact your IT services department to enable access to *.blueprintserver.com.

    Note

    If you use zscaler for your firewall or proxy, disable SSL inspection for blueprintserver.com. We have identified that can also cause the '502: Bad Gateway' error.

  2. Take the following url and paste it into your browser, while replacing the xxx with your site number https://ids-prod05.blueprintserver.com/bps-xxx/.well-known/openid-configuration. for example, If your site url number is bps-99999, then replace 'xxx' in the above url with 9999. Screenshot the browser page displayed
  3. Take the following url and paste it into your browser, while replacing the xxx with your site number https://bps-xxx.blueprintserver.com/nextgenapi/identityserver/settings.for example, If your site url number is bps-99999, then replace 'xxx' in the above url with 9999. Screenshot the browser page displayed
  4. Lastly, try accessing your site outside of your network (for example, tether to a 4G mobile phone outside their network). If you can access the site url outside of your network, but not inside it, then contact your IT services department

    The Diligent Support team may ask you to also turn on the developer console on the browser to look for any errors in the logs. They will instruct you in how to do this.