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Troubleshooting OneIQ Portal not loading after signing in.

Learn how to troubleshoot connectivity and proxy-related issues

Support Kappa avatar
Written by Support Kappa
Updated over 2 months ago

Prerequisites

You must have administrator access on the Windows Server where OneIQ Pulse is installed.

Overview

If the OneIQ portal is stuck in a loading state after signing in, it may be caused by proxy settings.

OneIQ uses web sockets for real-time data delivery, which can be blocked by proxy configurations. This issue is likely if you can access the login screen, sign in successfully, but the portal remains stuck in a loading state.

Troubleshooting

Proxy settings

This issue can be caused by connection issues related to a proxy if the following error is seen in the web browser console:

Failed to start the transport 'WebSockets'Websocket connection to ... failed: Error during WebSocket handshake: Unexpected response code: 200

In this case, the browser proxy settings should be verified.  This can be done by following the steps outlined below:

  1. Press the Windows key + R to open the Run command box.

  2. Type inetcpl.cpl and press Enter.

  3. Click on the "Connections" tab and select "LAN settings"

  4. Verify that only Automatically detect settings is checked:

If the settings are different from what you see in the screenshot above, your proxy may be the cause of your connection issues with OneIQ. 

To resolve this issue, you can sign into the OneIQ portal on a different browser that does not use a proxy.
If you cannot access outside of your corporate network without a proxy, you can use a different machine or contact your security team to allow outbound and inbound traffic on port 443 to *oneiq.com.

SSL sniffing

SSL sniffing, also known as SSL/TLS interception or SSL/TLS inspection, refers to the practice of intercepting and capturing encrypted SSL/TLS traffic between a client (such as a OneIQ portal in a web browser) and a server. It involves decrypting SSL/TLS-encrypted communication to view its contents.

To find whether SSL sniffing is in place:

  1. Open the Chrome web browser on your computer.

  2. Type "my.oneiq.com" in the address bar at the top and press Enter.

  3. The website will load, and you should see the certificate information displayed in the address bar to the left of the URL.

  4. Click the padlock icon or the "Not secure" warning icon next to the URL. This will open a small menu.

  5. In the menu that appears, click on "Certificate" or "Certificate (Valid)".

  6. A new tab will open, displaying detailed information about the certificate.

  7. If the output looks similar to this:

    This confirms that the proxy is set up with SSL sniffing, causing the issue.

Solution

The team managing the proxy shall allow all communication to *oneiq.com on port 443 and disable the SSL sniffing, if any.

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