The error message “It is taking too long to receive a response from the remote service” indicates that network latency is preventing the user’s browser from reaching my.oneiq.com in a timely manner. This latency is typically introduced by security or connectivity tools running on the user’s device or network.

When attempting to access my.oneiq.com, the following error message is displayed:

​“It is taking too long to receive a response from the remote service. This can be caused by a slow network connection, e.g. when using a VPN or mobile network, or your endpoint protection software, such as a firewall, proxy, or anti-virus software.”

This issue can be caused by VPN solutions, Web Protection or Proxy browser extensions, and antivirus or antimalware software that intercept or re-route network traffic. These tools can introduce latency or delays that prevent my.oneiq.com from loading correctly.

To resolve this issue, work through the following steps:

1. Configure Full Tunnel VPN: Ensure that your VPN solution is configured for full
tunneling. Split-tunnel configurations can cause traffic to my.oneiq.com to be re-
routed in a way that introduces significant latency.
​

2. Disable Web Protection or Proxy Browser Extensions: Temporarily disable any
Web Protection or Proxy browser extensions while accessing my.oneiq.com.
These extensions may perform delayed packet inspection that interferes with site
loading.
​

3. Add my.oneiq.com to Your Antivirus/Antimalware Exclusions: Ensure that
my.oneiq.com is added to the whitelist or exclusions list of your antivirus or
antimalware solution. Real-time scanning of traffic to and from this site may
cause connection timeouts.

If you continue to experience issues after performing these steps, please contact OneIQ Support for further assistance.