For some reason I can't logon into the new Support Website? it happened to you?
** FINAL UPDATE 4/17/19 **
First, I wanted to thank everyone again for their patience during this major change. This has been a significant milestone in OSIsoft's digital transformation, and will provide the foundation for us to serve our customers even better in the future. As is to be expected, we've had some bumps in the road, and there's certainly still some kinks to work out, but we're excited with where this road will lead us.
If you are receiving access issues, please read this:
I wanted to provide some final details for the new permanent way of gaining access to the customer portal. These visual guides will explain this procedure in detail:
In order to login to the Customer Portal, you will need to be added to an organization by one of their site admins, and you will need a unique email address per customer organization. An SSO account is one step of this process, but not the only step.
Consultant, requiring access to an external organization's licenses, downloads, support: How to request access to a customer's portal
Employee, requiring access to your own organization's licenses, downloads, support: How To Get A Login
If you are unsure who your site admin is, and therefore don't know who to contact, you can reach out to our customer service team at firstname.lastname@example.org, or you can contact your partner manager, account manager, customer success manager, etc.
Feedback or suggestions on how we can continue to improve? Please let us know on our Feedback site here: myOSIsoft: Top (59 ideas) – User Feedback for OSIsoft Products and Services
(Also please note, I will be out of the office from 4/19/19 through 5/6/19, so I will be unable to respond to new posts during that period)
It's been a few weeks and I wanted to provide an update to add some clarity, and resources to help everyone get access to their Customer Portal.
In order to login to the Customer Portal, you will need to be added to an organization by one of their site admins. An SSO account is one step of this process, but not the only step.
Please see our detailed guide here: How to Get a Login
If you know who you're site admins are, and they are not sure how to add you, you can share this guide here: How to Manage your Users, specifically they will need to do step #8
If you are unsure who your site admins might be, I can work with you to find them, so that you can contact them to undergo this process. Feel free to send me a direct message
Original Post 3/7/19
Hello everybody - we know this transition has not gone seamlessly for some of our users, and we want to do everything we can to resolve those in a timely fashion.
Initially, we had a major issue in the rollout, causing widespread access issues. That has since been resolved, but we are still facing isolated problems with some users.
I will be working through this thread to try to resolve access issues that were confirmed following Sebastien's post.
If you are still experiencing login issues, click the "See the answer in context" button, and reply to that, and I will work with our GoLive team to support those.
Thank you, and we appreciate everyone's patience!
Edit: I will be focusing on helping to resolve access/login issues right now
Yep, and there are others
Good to know that I'm not alone. I hope it's something simple. I'm very excited to see the new portal.
I have the same issue.
The cutover is happening today and still seems to be in progress. For anyone finding their way here that needs more information on the new portal, please see here:
Thanks for your patience during the transition.
Up and running. Thanks for the feedback Brent Bregenzer.
Looks like OSIsoft resolved the issues.
I just tried to log in and still getting the OP access denied message.
Lost access to existing customer site and it is showing different site attached to my login account. Not sure if i need to speak to customer to again access.
That is as expected, unfortunately. Privacy restrictions / regulations now require that your SSO account is linked to the organisation you're providing services to. So instead of one SSO account for all your customers, you now need one account for each customer linked to a customer-specific email.
So for me it's back to 5 different SSO accounts :-(
Same here - now have to go to 5+ SSO accounts. I'm sure there's good things about this new portal, but my experience so far (whilst on site, in the middle of a multi-system upgrade without the means to now generate the needed license files) has been less than encouraging.
In my case, I am still unable to log in using both of my old SSO account and new SSO account (customer specific). I am getting an error as "You do not have access to this page". Is there anyone else facing the similar issue.
Is anyone still having issues logging in the new Customer Portal ?
John and Roger, I'm right with you. Over a dozen sites I had are now not showing. I see why OSIsoft wants to go this way, but it would have been awesome to have a site selector.
No more single sign-on? This is going to be a nightmare for those of us who support several clients.
Just tried again now, still getting "You do not have access to this page."
Have you reached out to our support line for help on this issue?
Well, on the bright side, i can now upvote my suggestions with mutliple accounts! Like my posts with multiple accounts, etc.
Now you're talking Roger! That's a brilliant idea...
It's not like we can't see who voted... Roger.Palmen@company1.com
Of course... but we can still game the system somewhat if we have to fall back to multiple accounts. There has to be something in it for us
...Rog.Palemeno@company3.com might be a false positive though.
Well, if for data protection and privacy the accounts are separated, then for that same reason one would not be allowed to combine them again right? That would be against regulations and against the scope for which i disclosed my identity @company3 to you.
Todays status is still quite intermittent for me. Sometime page loads, sometimes keeps loading cases & feed, but currently stuck at nothing at all: ERR_CONNECTION_RESET
Same here. Ending up with a lot of different accounts.
We ran into a few issues yesterday.
Are you still running into issues Roger? Let us know, we can reach out to the customer portal team on our end to have them investigate.
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