BMC Helix Remedyforce : User Unable to Login to Sites Gets an Error " Connection time out " 

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    PRODUCT:

    BMC Helix Remedyforce Service Desk


    APPLIES TO:

    Sites



    PROBLEM:

    User Unable to Login to Sites Gets an Error " Connection time out ".


    CAUSE:

    DNS issue


    SOLUTION:

     

    Workaround
    - Use any other Public DNS(eg: 1.1.1.1 OR 9.9.9.9)
    - Revert to your ISP's default DNS server (if it is different than 8.8.8.8 OR 8.8.4.4)

    If issue is still persisting after this, please flush DNS cache and browser cache.

    For instruction for all browsers and Internet Explorer:
    Open Command Prompt and type in: ipconfig /flushdns

    For chrome:
    go to chrome://net-internals/#dns and press the "Clear host cache" button

    For Firefox:
    1. Open a new tab
    2. Enter the address: about:config
    3. You should be greeted with a warning page.
    4. Click on “I accept the risk!”
    5. In the search bar, search for “network.dnsCacheExpiration”
    6. Two results should be returned on your screen, namely network.dnsCacheExpiration and network.dnsCacheExpirationGracePeriod with the values set as 60.
    7. Now, double-click on the value part where it says 60, and set it to 0.
    8. Once done for both, again reset both of the values back to 60.
    If you do not have these variables, don’t worry, just create two new integer variables with the same names and set the values to 60, which is the default and follow the above instructions.
    9. Verify the issue is resolved.

    For Safari:
    1. Click Command+,
    2. Go the Advanced section
    3. Mark the option which says “Show Develop menu in menu bar”
    4. Go to Develop. Click on “Empty Caches”

      


    A check of both 8.8.8.8 and 8.8.4.4 addresses show they are Google Public DNS IP addresses. 
    Salesforce do see from their Trust general message about the incident (https://status.salesforce.com/generalmessages/510) that there don't appear to be any more reported cases, which would lead Salesforce to believe that Google is aware of the issue and is working to resolve it from their end. As the issue doesn't originate from Salesforce architecture, Salesforce would not be able to resolve the issue from their end, though there is currently a work-around so that Salesforce can continue to provide you the best service possible.

    For more details,check this Salesforce doc:
    https://trailblazer.salesforce.com/issues_view?id=a1p4V000001pvYaQAI
     

     


    Article Number:

    000371106


    Article Type:

    Solutions to a Product Problem



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