Error When Trying to Access Gensym Support Portal

Overview

You are experiencing issues accessing the Support Portal. The message "Invalid Authenticity Token" is displayed when a user is trying to log in or reset the password in the Gensym Support Portal. Or, you are using the Internet Explorer 11 (IE11) browser to access the Support Portal. Because of this, the user is unable to open tickets or access articles.

Information

Supported Browsers

Please note that Internet Explorer 11 is no longer supported by our Support Portal. This means that any issues encountered on this browser will not be fixed by Zendesk. If your organization allows, you can use the following browsers instead to access the Gensym Support Portal:

  1. For end-user and admin pages, these browsers are supported on the desktop:
    • Google Chrome: latest two versions
    • Mozilla Firefox: latest two versions
    • Apple Safari: latest two versions
    • Microsoft Edge: latest two versions
  2. For end-user pages only, these browsers are supported on mobile:
    • iOS 9 and higher
    • Chrome Mobile for Android: latest version

Resolving the Error

  1. Make sure that you are not using the incognito window or private window of your browser.
  2. It is also possible that your account has not been verified. When an account is created in the Gensym Support Portal, a verification email is sent to your email address.  Once verified, you will be able to log in successfully.
    1. If you cannot find this verification email in your inbox or your spam folder, contact Gensym support and request the verification email to be re-sent.
  3. <supportagent> Refer to Adding a User in Zendesk Support Portal for information about re-sending the verification email. </supportagent>
  4. If you have already verified your account, and are encountering this issue, it is possible that third-party cookies are being blocked by your browser or there is a corrupted cookie in your browser. Attempt to log in after:
    1. Authorize third-party cookies
    2. Clearing your cache and cookies 
  5. If none of the above works, the problem could be related to your Network

Note: You may test this by logging in from a different network. For example, if you are facing a problem on your Work network, try logging in from your Home network.

    1. If you find that Network restriction is the problem, you can do the following:
      1. Configure your firewall for use with Zendesk by asking the IT team to create an allowlist with both the Fully Qualified Domain Name (FQDN) of our Zendesk subdomains: https://central-supportdesk.zendesk.com/ and https://support.ignitetech.com/

      2. If the company policy restricts authorizing third-party cookies on external sites, request your IT department to configure an exception on the network to allow your computer to authorize Third-Party Cookies.

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