Cannot log in to BIAS FX 2¶
“I can't log into BIAS FX 2 successfully.” - Login Fail
1 - Change the Internet environment¶
- Use macro: #BIAS FX 2::Login Issue:
Ensure that your firewall, VPN, and cloud-based services (such as iCloud, One Drive, etc.) are disabled, including any syncing processes for files in Documents & Desktop.
2 - Collect the info and forward it to team¶
If the reset workaround doesn't work, the customer should send the log file to us. Tag WeiTing in the Supt-private channel with following info:
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Ticket#
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Issue Brief
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Log File
3 - Inform the customer¶
Inform the customer that we've forwarded the information to our team and will offer update ASAP. (Submit the ticket as on-hold)
If this is a trending issue, link the ticket to the Trending Issue List: Zendesk Feature#Trending Issue
4 - Follow up on the case¶
WeiTing will provide additional details after the RD team has reviewed the problem.
5 - Case Close¶
Inform the customer of the solution/current situation. [END]
The macro "Login Issue" provides detailed instructions on how to disable anti-virus, firewall, VPN, cloud-based, and reset hosts file. It also recommends trying a smartphone hotspot as the Internet connection. It will guides the customer on how to collect the necessary log files and effectively send them to us for analysis:
The login issue might be related to your Internet connection and certain applications.
To resolve this problem, kindly follow the instructions provided below:
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Disable all anti-virus software and firewall. How to Enable or Disable a Firewall on Windows and Mac
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Disable the cloud-based/VPN programs (e.g., iCloud, OneDrive, Dropbox, etc.).
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Reset the hosts file:
How to Reset Hosts File to Default on Mac and Windows PC -
Try connecting to another internet connection, such as a smartphone hotspot.
After following all the steps above, please try to log out and log in to BIAS FX 2 without closing the application.
If the issue persists, kindly assist us by collecting logs from your computer: