Troubleshooting

This page helps you when something in Chandler doesn't work as expected. Find the heading that matches what you see.

If nothing here helps, tell engineering. Say what you were doing, what the page said, and when it happened.

Try these steps in order:

Check that you are using your ExactNet work account, not a personal one.
Close the browser tab, open Chandler again, and click Sign in.
If you see Please sign in again or Sign-in was not completed, the sign-in took too long or was cancelled. Start again from the sign-in page.
If you see Your access to Chandler is turned off, a license admin has disabled your account. Contact a license admin or your manager.
If you see Too many sign-in attempts, wait one minute, then try again. Chandler pauses sign-in from a computer after several failed tries in a row, to keep out people guessing their way in.
If you see Only ExactNet work accounts can use Chandler, see Guest accounts can't use Chandler. If you see We couldn't check your account type, the sign-in service is set up wrongly. It isn't something you did: tell engineering what time it happened.
If it still fails, tell engineering. Say what time it happened and what the page said.

It says I don't have access

There are two messages you may see:

You don't have access yet. You signed in, but you don't have a Chandler permission. Ask your manager to request one from IT. See Asking for access.
You don't have permission to open this page. You can use Chandler, but this page needs a permission you don't have. The page tells you which one. For example, the audit log needs License admin.

If IT has just given you a new permission, sign out and sign in again. New permissions only appear after you sign in.

Chandler sometimes asks you to sign in again. This is normal. It happens when:

You were away for a while. After 2 hours without using Chandler, you are signed out.
You have been signed in for 8 hours. After 8 hours you always sign in again, even if you were busy the whole time. Signing in again for an important action doesn't restart the 8 hours.
Your access changed. About every hour, Chandler checks quietly with Microsoft that your account may still use Chandler. If IT turned your account off, or took away your Chandler access, you are signed out. If IT changed your permissions, the new ones apply from that check. Sometimes you send a form just as this check is due. Then Chandler does the check first and asks you to send the form again. Nothing was changed.
Someone signed you out everywhere. A license admin can do this, for example if you lost a laptop. Just sign in again.
You are about to do something important. Some actions, such as creating a customer's credential or publishing a release, need a fresh sign-in first. Chandler shows Please confirm it's you. Click Sign in again. Enter your password and approve the sign-in with your second factor. You then come straight back to where you were. This happens when your last sign-in was more than 5 minutes ago.

Asking again keeps things safe if someone else uses a computer you left signed in.

If you sign in with a different account at this point, Chandler shows That was a different account. Nothing changes: you are still signed in as yourself. Try again with your own account.

Chandler shows A second sign-in step is needed after Please confirm it's you. It means you signed in again with only your password. Important actions need a second step as well. That step is your second factor: for example, an approval in the Microsoft Authenticator app, or a code sent to your phone.

Nothing was changed. You are still signed in as before.

Go back and click the button for your action again.
When Chandler asks you to sign in, enter your password.
Approve the sign-in on your phone, or type the code, when Microsoft asks.

If Microsoft never asks for a second step, you may not have set one up yet. Ask IT to help you add one. If you have one and it still fails, tell engineering what time it happened.

Guest accounts can't use Chandler

Chandler is only for people with their own ExactNet work account. A guest account is one that ExactNet invited from another company, for example a contractor who signs in with their own company's email. Chandler turns guest accounts away, even if they were given a permission by mistake, and shows Only ExactNet work accounts can use Chandler.

If you work for ExactNet and see this page, you may have picked the wrong account. Sign out of your work account, then sign in with your ExactNet account. See After you sign out.

If you need Chandler and only have a guest account, ask your manager to request an ExactNet work account for you from IT.

A page says Chandler can't do that right now

Part of Chandler isn't responding. Nothing was changed. Wait a few minutes and try again. If it keeps happening, tell engineering what you were doing and when.

Too many requests

If a page says Too many requests at once, Chandler got a lot of requests from your computer within one minute. It is pausing for a moment. Nothing was changed. Wait a minute and try again.

This can happen when:

a browser tab keeps reloading a page by itself;
you clicked the same button many times quickly;
you made many changes or downloads, such as audit log exports, in a short time.

Chandler limits how fast anyone can make changes. This slows down anyone who got hold of a signed-in computer. If it keeps happening during normal work, tell engineering what you were doing and when.

It also happens if you send more than 60 forms in one minute, for example by clicking a button over and over. The audit log export has a lower limit: 5 a minute. These limits are per person, so they don't affect your colleagues.

It says the customer already has a license

You see a message such as Acme already has a Trawler license. A customer can have only one license for each product.

To change the dates, open the existing license and renew it.
To start again, revoke it, then click Issue replacement.

It says Couldn't sign the license

The full message is Couldn't sign the license — nothing was changed. Chandler couldn't make the license file just then. The license is exactly as it was before you clicked. Wait a minute and try again. If it keeps happening, tell engineering.

I can't find a customer

Search for a shorter part of the name. For example, acme instead of Acme Fiber Ltd.
Check the spelling. Capital letters don't matter.
The customer may not have been added yet. A license admin can add them.

A customer's install can't check its license

Check these on the license page, in order:

The status. A revoked license turns off all its credentials. See Statuses.
The credential. It may have been rotated or revoked. The customer must use the newest code.
The code itself. Ask the customer to paste it again in full. It starts with chn_ and the product name.

If a code was lost, rotate the credential. Chandler can't show an old code again.

The secret code is no longer shown

Chandler shows a credential's secret code only once. If you left the page before saving it, rotate the credential to get a new code. If Chandler says This credential was already created, do the same.

A customer isn't offered a new release

Check these, in order:

The release. Open it. Its state must be Published, not Verified or Withdrawn. See Release states.
The license. It must be Active. A suspended or ended license gets no downloads at all.
The update coverage. It must run until the release's publish date or later. See Who gets which release.
The installed version. Some releases need a recent version already installed. See Compatibility.

A newly published release can take a few minutes to reach every install.

I can't publish a release

There is no Publish button. You need the Release publisher permission. Ask your manager to request it from IT.
The release is a Draft. Chandler hasn't checked its files yet, or a file didn't match. Ask engineering to check the build system.
Chandler asks you to sign in again. This is normal before publishing. See Asked to sign in again.
It says the release can't be published now. Someone else may have published or withdrawn it a moment ago. Reload the page to see its state.