topic Re: Can't access support portal, oddly enough in General Topics

Can't access support portal, oddly enough

CSchelin — Mon, 15 May 2023 20:28:30 GMT

I try to log into the support portal, and it takes my creds and MFA, and then gives me: "An unexpected error has occurred. Please contact support." (The irony is not lost on me.) I can't call, because the automated support line is expecting me to have a physical device, which I don't.

Has anyone else had this experience?

Re: Can't access support portal, oddly enough

CSchelin — Mon, 15 May 2023 20:31:47 GMT

Hilariously, I can't access the contact-support page anymore; I'm getting an Akamai error saying access is denied.

Re: Can't access support portal, oddly enough

BPry — Mon, 15 May 2023 20:38:05 GMT

@CSchelin,

If you're running into an Akamai error with access denied I'd try changing where I'm sourcing traffic and seeing if that fixes the issue. It's possible that Akamai has rate limited your particular IP or one of their reputation blocks has triggered. If you can source from a different IP or IP block you might be able to access both resources again.

You can check Akamai reputation here: https://www.akamai.com/us/en/clientrep-lookup/

Re: Can't access support portal, oddly enough

CSchelin — Mon, 15 May 2023 21:14:30 GMT

My IP address doesn't receive a bad risk score, per that site.

At some point, the block does go away, and I can access the support page again. I can access and reload it fine, right up until I click the "Need help logging in?" link.

...or until time elapses. I left the support page up and wandered off to do something, came back and refreshed it, and bam: access denied. ?!?

Re: Can't access support portal, oddly enough

micha.werle — Wed, 18 Jun 2025 00:12:43 GMT

Haha, this is too funny! I just created a new account, went to the Support Portal to download a new software package and got "unexpected error, please contact support". Isn't it ironic...dum-da-dum. (Alanis Morisette for the youngsters).ala

Good to see that, along with a semi-broken GUI VPN client, these guys also have a semi-broken website..