Software Help & Application Login Troubleshooting

Use this if you’re having issues signing into or using internal software such as Slack, Notion, GitHub, Confluence, or monitoring tools.

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1. Try a Quick Application Reset

Start with the fastest fixes:

• Quit and relaunch the application.

• Sign out, then sign back in with SSO.

• Try another browser if using a web app (Chrome is usually recommended).

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2. Clear Cached Sessions

Many login issues are caused by stale sessions.

• Clear cookies/cache for the specific domain

• Or open in a private/incognito window to bypass the cache entirely

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3. Confirm SSO / MFA Status

If SSO fails:

• Make sure you’ve completed MFA

• Ensure your authenticator app or security key is working

• Restart your browser after updating MFA credentials

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4. Check the Tool’s Status Page

If the issue seems widespread:

• Look for outages on the tool’s public status page

• Check #it-announcements in Slack for known incidents

If the service is down, retry later rather than opening a ticket.

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5. Reinstall or Update the App (If Allowed)

If the tool still won’t load:

• Update to the latest version

• Remove and reinstall the desktop/mobile app

• Restart your device after installing

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6. If the Issue Continues

Submit a ticket to IT with:

• Tool name

• Exact error message (copy/paste or screenshot)

• Steps that reproduce the issue

• Whether others on your team are experiencing the same problem

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