ts_accessing.md

copyright	lastupdated
years 2015, 2018	2017-11-10

{:tsSymptoms: .tsSymptoms} {:tsCauses: .tsCauses} {:tsResolve: .tsResolve} {:shortdesc: .shortdesc} {:codeblock: .codeblock} {:screen: .screen} {:tip: .tip} {:new_window: target="_blank"}

Troubleshooting for accessing {{site.data.keyword.Bluemix_notm}}

{: #accessing}

General problems with accessing {{site.data.keyword.Bluemix}} might include difficulties logging in to {{site.data.keyword.Bluemix_notm}} or an account that is in a pending state. In many cases, you can recover from these problems by following a few easy steps. {:shortdesc}

Incorrect password

{: #ts_logintobm}

You must have a valid password that's associated with your IBMid to log in to the {{site.data.keyword.Bluemix_notm}} console.

You must have a valid password that's associated with your IBMid or linked account ID to log in through the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window}.

When you try to log in to {{site.data.keyword.Bluemix_notm}}, the following error message is displayed: {: tsSymptoms}

The password that you entered is not correct.

The password that you used to log in to {{site.data.keyword.Bluemix_notm}} is not valid. {: tsCauses}

Use one of the following solutions: {: tsResolve}

• Enter the correct password. To check whether your IBMid and password are valid, you can go to the My IBM profile page, click Log in and enter your IBMid and password on the Log in page.
• If you forgot your password, click Forgot your password to reset your password. Then return to the {{site.data.keyword.Bluemix_notm}} console {: new_window} or the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window} and log in again.
• If you forgot your IBMid or continue to have problems with your password, contact the Worldwide IBM Registration Help Desk for help.
• To obtain a valid IBMid and password, go to the My IBM profile page, then click Register.

Notes:

• For IBM employees, your IBMid might be different from your intranet ID.

• If you are on the Sign in to IBM page and the login process is disrupted for any reason (for example, resetting your password), return to the {{site.data.keyword.Bluemix_notm}} console {: new_window} or the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window} and start the log in process again.

Invalid login credentials

{: #ts_login_invalid_credentials}

When you log in using your IBMid, the following message is displayed: {: tsSymptoms}

Invalid login credentials provided. If you have an IBMid associated with your account, please log in here

• You switched to an IBMid, but you tried to log in through the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window} using your previous username and password. {: tsCauses}

• You tried to log in through the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window}, but you entered your IBMid and password in the Username and Password fields.

Click log in here in the message, or go to the IBMid Account Login section and click Log in with IBMid. {: tsResolve}

Don't use the Username and Password fields that you used with your previous ID.

Unrecognized IBMid or email

{: #ts_old_username}

When you log in to the {{site.data.keyword.Bluemix_notm}} console, the following message is displayed: {: tsSymptoms}

We didn't recognize this IBMid or email.

You tried to log in to the {{site.data.keyword.Bluemix_notm}} console, but did not use a valid IBMid. For example, you did not enter a fully qualified email address for the IBMid, or you tried to use a previous username and password. {: tsCauses}

You must have a valid IBMid and password to log in to {{site.data.keyword.Bluemix_notm}}.

• Ensure that you enter a fully qualified email address for the IBMid. {: tsResolve}
• If you are an {{site.data.keyword.BluSoftlayer_full}} user with an {{site.data.keyword.BluSoftlayer_full}} ID, you must switch to IBMid authentication in the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal in each account that you have access to before you can log in by using IBMid authentication. For more information, see Switching to IBMid.

IBMid is not associated with any IBM Cloud accounts

{: #ts_login_noswitch}

When you log in using your IBMid, the following message is displayed: {: tsSymptoms}

You have reached this page because your authentication was successful, however, this IBMid is not associated with any IBM Cloud accounts. If you believe this to be in error, contact your Account Owner or Master User.

You logged in from the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window} with a valid IBMid, but you aren't switched to IBMid authentication from the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal. {: tsCauses}

Complete the following checks, as appropriate: {: tsResolve}

• Contact your master user or account administrator to check that you are enabled to switch to IBMid authentication.
• Ensure that you complete the Switch to IBMid step. See Switching to IBMid.
• Ensure that you follow the actions in the Associate your user ID with an IBMid email. Check your inbox and your junk mail folder for the email. To get the email again, for example, if it has expired, go to the Edit User Profile page in the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal and click Resend Email. Alternatively, contact {{site.data.keyword.Bluemix_notm}} Support {: new_window}.

Note: If you created your IBMid directly with IBMid, you receive two emails to process; one from IBMid registration, and one from {site.data.keyword.Blu_full}}. Ensure that you follow the actions in both emails.

Depending on how your account is set up, some of these log in options might apply to you:

• {{site.data.keyword.BluSoftlayer_notm}} users with {{site.data.keyword.BluSoftlayer_full}} IDs must log in through the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window}.
• {{site.data.keyword.BluSoftlayer_notm}} users with an IBMid and with or without a linked {{site.data.keyword.Bluemix_notm}} account can log in through the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window} to open the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal or through the {{site.data.keyword.Bluemix_notm}} console {: new_window} to open the Infrastructure dashboard.

IBMid is not associated with any {{site.data.keyword.Bluemix_notm}} accounts

{: #ts_unabletologin}

When you log in to {{site.data.keyword.Bluemix_notm}}, the following message is displayed: {: tsSymptoms}

You have reached this page because your authentication was successful, however, this IBMid is not associated with any {{site.data.keyword.Bluemix_notm}} accounts.

You logged in from the {{site.data.keyword.Bluemix_notm}} console {: new_window} with a valid IBMid, but you don't have an {{site.data.keyword.Bluemix_notm}} account created yet. {: tsCauses}

To create an {{site.data.keyword.Bluemix_notm}} account, follow the sign up process. {: tsResolve}

Depending on how your account is set up, some of these log in options might apply to you:

• {{site.data.keyword.Bluemix_notm}} users without a linked account must log in through the {{site.data.keyword.Bluemix_notm}} console.
• {{site.data.keyword.Bluemix_notm}} users with a linked account can log in through the {{site.data.keyword.Bluemix_notm}} console {: new_window} or the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window}.

Console doesn't open

{: #ts_login_stalls}

When you log in using your IBMid, a login success message is displayed, but you don't return to the {{site.data.keyword.Bluemix_notm}} console {: new_window} or the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window} {: tsSymptoms}

Use one of the following solutions: {: tsResolve}

• Close your browser, clear the cache and cookies, then try to log in again.
• Ensure that you log in from the {{site.data.keyword.Bluemix_notm}} console {: new_window} or the {{site.data.keyword.BluSoftlayer_notm}} infrastructure customer portal {: new_window}, rather than directly from the IBMid authentication service.

IBMid login doesn't complete

{: #ts_login_ibmid}

When you log in to {{site.data.keyword.Bluemix_notm}}, authenticating with IBMid doesn't complete. {: tsSymptoms}

There might be a problem with the IBMid authentication service. {: tsCauses}

Check the status of the service at IBM IBMid {: new_window}, then try again. {: tsResolve}

Account is pending

{: #ts_accntpding}

If your account is pending, you can't log in to {{site.data.keyword.Bluemix_notm}}.

After you register for an {{site.data.keyword.Bluemix_notm}} trial account, you might not be able to log in to {{site.data.keyword.Bluemix_notm}}. The following message is displayed: {: tsSymptoms}

Your account is pending. Please wait up to 24 hours for email confirmation and also check your spam folder. If you still have not received your email confirmation, contact {{site.data.keyword.Bluemix_notm}} Support.

After you register for an {{site.data.keyword.Bluemix_notm}} trial account, you receive a confirmation email. You must click the link that is in the confirmation email to complete the registration process. {: tsCauses}

The confirmation email is sent to the email address that you provided. Check your inbox and your spam folder. If you haven't received the confirmation email, contact {{site.data.keyword.Bluemix_notm}} Support {: new_window}.
{: tsResolve}

Problem accessing external website

{: #ts_bmlinkid}

To log in to {{site.data.keyword.Bluemix_notm}} by using your IBM intranet ID, you must link your intranet ID with your IBMid.

After you select Sign in with your intranet ID from the {{site.data.keyword.Bluemix_notm}} Sign in page, the following message might be displayed:: {: tsSymptoms}

Problem Accessing External Website

This problem occurs when you log in to {{site.data.keyword.Bluemix_notm}} by using an IBM intranet ID that isn't linked to an IBMid. Your IBMid is the ID that you use to log in to www.ibm.com. {: tsCauses}

As an IBM employee, before you can log in to {{site.data.keyword.Bluemix_notm}} by using your IBM intranet ID, you must link your intranet ID with your external IBMid. To link the two IDs, complete the following steps: {: tsResolve}

1. On the Central Sign-on {: new_window} page, click My Sign-ons.
2. On the My Sign-ons page, click Link IDs, and enter your IBMid and password on the {{site.data.keyword.Bluemix_notm}} Sign in page. After that, your intranet ID and IBMid will be automatically linked.

{{site.data.keyword.Bluemix_notm}} page can't be loaded

{: #ts_err}

When you use the {{site.data.keyword.Bluemix_notm}} console, you might not be able to load a console page. Instead, you might see error messages BXNUI0001E or BXNUI0016E.

You might see one of the following error messages when you use the {{site.data.keyword.Bluemix_notm}} console: {: tsSymptoms}

BXNUI0001E: The page wasn't loaded because {{site.data.keyword.Bluemix_notm}} didn't detect whether a session exists.

BXNUI0016E: The apps and services weren't retrieved because an {{site.data.keyword.Bluemix_notm}} page didn't load.

Complete one or more of the following actions, as necessary: {: tsResolve}

• Refresh or restart your browser.
• Log out of {{site.data.keyword.Bluemix_notm}} and log in again.
• Use the private browsing mode of your browser.
• Clear the cookies and the cache of the browser.
• Use a different browser. For information about the versions of the browsers that are supported by {{site.data.keyword.Bluemix_notm}}, see {{site.data.keyword.Bluemix_notm}} prerequisites.
• If you installed the cf command line interface, enter the cf apps command to see whether your app is running.