Troubleshoot access to IXIA CCMS Web in a dedicated SaaS deployment

If you cannot sign into IXIA CCMS Web in a dedicated SaaS deployment, you can change an expired password or request a password reset.

About this task

Access is typically a password issue, most often an expired password. Passwords expire at regular intervals, such as every 60 days or every 90 days. You can ask your administrator what the password expiry policy is for your organization.

A less common access issue is because of a system time out. A typical error if you are unable to connect to the landing page and you received an error such as: This site can't be reached. -ccms.ixiasoft.net took too long to respond. ERR_TIMED_OUT. Time out errors can happen for several reasons:

  • Your company's network does not allow connections to IXIA CCMS.
  • The IP allowlist, which MadCap Software sometimes uses, has incorrect IP ranges.

To troubleshoot access to IXIA CCMS Web in a dedicated SaaS deployment:

Procedure

  1. For SaaS deployment without SSO, confirm you properly followed the process identified in Connect to IXIA CCMS Web in a dedicated SaaS deployment without SSO.
  2. For SaaS deployment with SSO, confirm you properly followed the process identified in Connect to IXIA CCMS Web in a dedicated SaaS deployment with SSO.
  3. If you are unable to connect to the landing page, take the following actions:
    1. Confirm with your IT department that your network allows connection to IXIA CCMS.
    2. If your network allows connection to the software, go to https://www.whatismyip.com/#ip-address-information to identify your IP addresses.
    3. Take a screenshot of the IPV4 and IPV6 addresses.
    4. Submit the IP addresses to IXIA CCMS Customer Support and request assistance in adding your IP addresses to the allowlist.