Everything Instant On

Hi all,

I manage multiple Instant On accounts. For one specific account, I cannot log in to either the web portal or the mobile app. Immediately after submitting valid credentials, before the site list even loads, I get: "Instant On servers are currently experiencing technical difficulties. Try again later."

This has been happening consistently for some time, more than a month now. The problem is isolated to this one account, the rest are working fine, so this looks like a backend issue rather than something on my side.

Could someone from the Instant On team help me with this?

Thanks!

I traced the cause using the browser developer tools. During login, the full API call returns HTTP 400 with this response body:

{"error_description":"Missing username.","success":false}

The account was accidentally created with a trailing dot in the email address, a dot immediately before the @. Gmail delivered the activation email normally because Gmail ignores dots in the local part, so the mistake went unnoticed at sign-up. However, the backend now can't resolve that malformed address as a username, which is what produces the 400 "Missing username" error and blocks login. It was working before but I assume that some backend change triggered this. 

Since the email is the account identifier and I can't get into the account to change it, I can't fix this myself.

Hi Alexander.

Open the case with TAC support on networkingsupport.hpe.com portal. As already written the fastest way is to use Chat.

Best, Gorazd

Aleksandar,

Do you have the latest InstantOn app installed on your phone, or using the portal?  If using the portal, have you cleared your browser cache?

If so, I'd go ahead an log a case on this.  There could indeed be something going on in the back end.

Regards,

David

There is no support chat available for my country, but a community member who works at Aruba Instant On solved my problem. They removed the trailing dot from the username, and I can access the portal again.

Thank you all for the support!