Articles in this section

1/11/22 - 1/26/22 - Log In Issues Summary & Updates

Avatar
Rachel Gordon
  • Updated
Follow

Update - 12PM ET 1/26/22

Since the hot fixes and with more experience, the TiM Team is able to resolve log in issues efficiently. 

As of 1/26/22, this article will no longer be updated.

Please see the Sign Up, Log In, & Account Settings Help area of the TiM Help Center for more information and troubleshooting methods.

Please Contact TiM Support if you are experiencing log in issues, with a description of your symptoms.

Update - 1PM ET 1/20/22

We pushed a hot fix last night (1/19/22) to address some log in issues. We will be pushing another hot fix this Friday 1/21/22 that we hope will resolve the majority of log in issues.

We have updated the Sign Up, Log In, & Account Settings Help area of the TiM Help Center with more, and more accurate, troubleshooting methods.

Here are some current hot topics:

If your crew is having log in issues, please ask each person to Contact TiM Support directly with a description of their symptoms, and we will handle requests in turn, in the order they were received. Until blanket fixes are pushed, handling each person individually has proved most efficient.

We have had a lot of success getting people logged in!

Thank you so much for your patience and cooperation! Apologies for any inconvenience.

 

Update - 12PM ET 1/18/22

If you're experiencing any log in issues, please take the steps outlined below to troubleshoot.

If you have done some or all of these steps before, please try one more time and let us know how it goes!

If, after troubleshooting per the steps below, you have further issues please contact TiM Support and let us know what the symptoms are (are you getting an error? in a log in endless loop? etc - screen shots are always helpful!) and this will help us diagnose further.

Thank you again so much for your patience and cooperation! We're really sorry for any inconvenience!

  1. Clear your browser cache and make sure you're using the most up to date browser version.
  2. Go to the TiM Log In page (link here) and reset your password.
    • Click the "Forgot Password?" link to trigger a password reset email.
    • Please note that this will update your password for any applications your OKTA single sign on might be connected to, ie: TiM, My Cast & Crew, Media Services Crew Portal, and CAPS+.

  3. Go to the TiM Log In page (link here) and log in to your TiM Account. 
    • You might get directed back to log in organically after resetting your password, and that's fine too.

  4. Contact TiM Support if you're still having trouble, and let us know the symptoms you're experiencing (are you getting an error? in a log in endless loop? etc - screen shots are always helpful!) and this will help us diagnose further.

Update - 2PM ET 1/15/22

Due to the high volume of requests regarding log in-related issues this past week, TiM will have Support team members online throughout the three-day weekend, outside of our regular reply hours.

Rest assured, our tech and Support teams have made significant progress diagnosing log in issues and implementing methods to resolve these issues more quickly.

We can't thank our users enough for your patience and understanding, and for troubleshooting with us! 

Please review the issues and troubleshooting tips below, and feel free to contact TiM Support if you need any further assistance - we're here to help! 

Update - 3:30PM ET 1/14/22 

EXPERIENCING THE "LOOPING" ISSUE? WE NEED YOUR HELP!

Our tech team is currently investigating to pinpoint the root cause of the "looping" issue, where users who log in and enter the MFA verification code are then being brought back to log in again.

We are looking for users who have 15 mins to spare, to troubleshoot directly with our tech team.

If you have a few minutes to troubleshoot with us, and are experiencing the "looping" issue, please please Contact TiM Support and let us know that you're game to troubleshoot, and a good phone number to reach you!

Thank you so much in advance for any assistance you can provide!

Update - 1PM ET 1/14/22:

Thank you to all of our users for your patience and cooperation as we continue to identify and respond to log in issues. 
Our tech team is actively working to implement a blanket fix to all issues (described below).
In the meantime, the TiM Support team is responding to requests as quickly as possible. Our request volume remains high, so our reply time is still much higher than usual.
Please have patience! There is no need to submit multiple requests - we are replying to requests in the order in which they were received, as quickly as possible!
Below please find a summary of the issues we are currently aware of and working to resolve, as well as troubleshooting tips. 
Thank you again very much for your understanding, and we can't apologize enough for this inconvenience!

ISSUES OVERVIEW & TROUBLESHOOTING TIPS

If you experience a "log in loop" where you try to log in, are asked for MFA verification, and re-directed back to log in over and over again

We have pinpointed the cause of this loop, and have taken steps to resolve this for many users, however not all users have been fixed.

If you experience this, please Contact TiM Support and mention you're experiencing the "log in loop."

We will report your account to our tech team, who will make a tweak on their end. Then, we will ask you to clear your cache and reset your password, then attempt to log in again.

This approach has worked very well!

If you see error "E0000038" and cannot sign in 

If you experience this, please Contact TiM Support and mention you're experiencing error "E0000038". Please provide a screen shot if you can - please include the URL in the screen shot if you can. 

We will report your account to our tech team, who will make a tweak on their end. Then, we will ask you to clear your cache and reset your password, then attempt to log in again.

This approach has worked very well!

If you see error "Okta Id Token is invalid/expired" and cannot log in or proceed to set up MFA

If you experience this, please take the following steps:

  1. Clear your browser cache and make sure you're using the most up to date browser version.
  2. Go to the TiM Log In screen ( https://app.hellotim.com/pages/login.aspx ) and reset your password.
    • Click the "Forgot Password?" link to trigger a password reset email.
  3. Go to the TiM Log In screen ( https://app.hellotim.com/pages/login.aspx ) and log in to your TiM Account. 
    • (You might get directed back to log in organically after resetting your password, and that's fine too.)

If you still experience issues after following the steps above, please Contact TiM Support and describe the symptoms you're experiencing. Please provide a screen shot if you can - please include the URL in the screen shot if you can. 

If you see error "Invalid Okta User Status" when logging in 

If you experience this, please take the following steps:

  1. Clear your browser cache and make sure you're using the most up to date browser version.
  2. Go to the TiM Log In screen (link) and reset your password.
    • Click the "Forgot Password?" link to trigger a password reset email.
  3. Go to the TiM Log In screen (link) and log in to your TiM Account. 
    • (You might get directed back to log in organically after resetting your password, and that's fine too.)

If you still experience issues after following the steps above, please Contact TiM Support and describe the symptoms you're experiencing. Please provide a screen shot if you can - please include the URL in the screen shot if you can. 

If you see error "Unable to sign in" 

If you experience this, please take the following steps:

  1. Try logging in with a different email address.
    • With the introduction of MFA via OKTA, users can no longer log in using Alternate Email Addresses, they must use their Primary Email Address to log in.
    • A lot of people have an alternate email saved to their browser auto-fill / auto-login settings, and must change this to reflect their Primary Email Address instead. 
  2. Clear your browser cache and make sure you're using the most up to date browser version.
  3. Go to the TiM Log In screen (link) and reset your password.
    • Click the "Forgot Password?" link to trigger a password reset email.
  5. Go to the TiM Log In screen (link) and log in to your TiM Account. 
    • (You might get directed back to log in organically after resetting your password, and that's fine too.)

If you still experience issues after following the steps above, please Contact TiM Support and describe the symptoms you're experiencing. Please provide a screen shot if you can - please include the URL in the screen shot if you can. 

Experiencing an issue not listed above?

Please Contact TiM Support and describe the symptoms you're experiencing. 

  • Are you seeing an error?
  • What steps are you taking, and what is the result?
  • Please provide a screen shot if you can - please include the URL in the screen shot if you can. 
  • What email are you using to log in?
  • Have you already tried clearing cache, updating your browser, and resetting your password?
  • What device are you using?

Thank you again very much for your cooperation, patience, and understanding!

 

Update - 8PM ET 1/12/22:

FYI: As you can imagine, TiM Support is experiencing a high volume of requests right now, and our reply times are longer than usual. 

Please have patience, and please note that there is no need to submit multiple requests (ie: one via email, one via text, one via phone call). We see you! We promise we'll be in touch!

We are having a fair amount of success assisting users to get logged in!

However, this process is somewhat tedious because the TiM Support team is currently resolving these issues one user at a time. Meanwhile, our tech team is diligently working on researching and testing an overall solution.

In the meantime, we very much appreciate your patience and cooperation!

Please review the troubleshooting tips below, and feel free to Contact TiM Support if you are still experiencing issues after attempting to troubleshoot.

Pro Tip: It's best to provide us with a screen shot or description of the symptoms you are experiencing, as this allows us to better diagnose and resolve the issue.

We can't thank you enough, we can't apologize enough. We understand how inconvenient this is!

Update - 12:15PM ET 1/12/22

ISSUES OVERVIEW & TROUBLESHOOTING TIPS

Some users are reporting the following issues when attempting to log in (see below). If you experience any of these issues please follow the instructions provided to troubleshoot.

Please Contact TiM Support if you are still experiencing issues after attempting to troubleshoot via the methods below.

Pro Tip: It's best to provide us with a screen shot or description of the symptoms you are experiencing, as this allows us to better diagnose and resolve the issue.

Thanks so much for participating in troubleshooting, and sincerest apologies for these ongoing log in woes!

If you see "Unable to sign in" message:

  1. Clear browser cache & ensure your browser is up to date.
  2. Reset your password.

If you see "Account is locked" message:

  • Our MFA system, OKTA, releases locked accounts after 30 mins, so you could wait for that period of time until your account is automatically unlocked.
  • Or, feel free to Contact TiM Support and request that your account be unlocked sooner.
    • Please note, TiM Support handles requests in the order in which they were received, and we are experiencing a high volume of requests right now.

If you see "Redirecting" message:

  1. Clear browser cache & ensure your browser is up to date.
  2. Reset your password.
  3. If clearing cache, updating your browser, and resetting your password does not work, please Contact TiM Support and let us know that you've tried those methods. We will need to escalate this to our tech team for closer investigation.

If you're trying to receive an MFA code via SMS or Voice, and getting caught in a log in loop:

 

Update - 11:45AM ET 1/12/22:

If you are still having trouble logging in, there are two things you should do to troubleshoot:

Troubleshooting Method #1 - Clear browser cache & ensure your browser is up to date.

Troubleshooting Method #2 - Reset your password

Go to the TiM log in screen (link here) and click "Forgot password?" to reset your password.

Please contact TiM Support if you are still experiencing issues after attempting to troubleshoot via the methods above.

It's best to provide us with a screen shot or description of the symptoms you are experiencing, as this allows us to better diagnose and resolve the issue.

Thanks so much and sincerest apologies if you are experiencing ongoing log in woes!

 

Update - 12AM ET 1/12/22:

The log in and password reset issues have been addressed and the site is back up for all users.

If you run into any further issues please Contact TiM Support.

Thanks again for your patience!

Also, please note:

We highly recommend clearing browser cache, in order for the browser to be able to receive new information:

We highly recommend ensuring you're using the latest version of Chrome, Safari, Microsoft Edge, or Firefox to access TiM:

Update - 3:15PM ET 1/11/22:

These issues will be resolved tonight, Tuesday 1/11/21.

TiM will be offline tonight, Tuesday 1/11/21 from 9-11:30PM ET (6-8:30PM PT) in order to resolve these issues. 

Update - 10AM ET 1/11/22:

Our tech team has diagnosed the issues and is currently testing the fix. We hope to release the resolution in the near future.

Issue Summary:

We pushed updates on 1/8/22 related to our introduction of Multifactor Authentication (MFA).

Since this update, some users are experiencing issues when attempting to log in and reset their passwords.

These issues include:

  • When trying to reset password, users receive the message that password requirements are not met, even though they've entered a complex password that should meet requirements.
  • Users attempt to log in and receive a message "Redirecting" and then the screen appears to freeze.
  • When attempting to log in, users receive a message "You have now been assigned to TiM application and will be required to log in again" and keep getting re-directed back to the log in screen, in a loop.

We are aware that log in issues are extremely time sensitive, and we are treating these issues as highest priority.

We will notify users when these functions are working as expected.

Thank you for your continued patience and understanding, and sincerest apologies for this inconvenience!

We will continue to post updates within this article. If you have any questions feel free to Contact TiM Support.

Related articles

Comments

0 comments

Article is closed for comments.