If you're experiencing an issue with logging into the Neticle platform, we recommend reaching out to your CSM or contacting us directly.
They will be able to assist you with troubleshooting the problem and providing the necessary support.
When contacting support (support@neticle.com), it would be helpful to include the following information:
- Screenshot
If possible, attach a screenshot that captures the entire screen, including the error message and URL bar, along with the date and time.
If you are unable to send a screenshot, provide the following details:
- Browser: Specify the browser you are using (e.g. Chrome, Firefox, Safari) and its version number.
- Time of login attempts: Provide the exact time (including the time zone) when you tried to log in. If you attempted multiple times, provide all the relevant timestamps.
- Device: Mention the device you are using to access Neticle's services (e.g. Windows PC, Mac, iOS, Android).
- Error message: Describe the specific error message you encountered upon the login attempt.
- Login URL: Provide the URL you were trying to use to log in to Neticle's services.
The most common error types are:
- "Failed to fetch": this can have different causes, such as technical issues on Neticle’s side, general network problems, or restrictions on the client’s side (firewall, browser settings, VPN) due to new devices or company policy changes.
- “Incorrect username or password”: if you are experiencing incorrect username or password issues, it is best to contact Neticle's support for a password reset.