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rachels69395459
February 14, 2017
Solved

Is my app crashing?

I’m using the “Reports” feature in Adobe Analytics but very frequently get booted back to the log-in screen. This is occurring so often, I’m almost unable to use the tool. Is there a fix for this? Thx! 

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Hyder_Ziaee
Hyder_ZiaeeAccepted solution
Adobe Employee
February 16, 2017

Hi Rachel,

Is this happening when connected to your organization's network. The security feature of Analytics logs out an account if the IP changes. 

You may want to check with the IT to see if they are using dynamic IP, which changes the IP periodically. Also, you can ask them to whitelist the 9 blocks in the following article to have all things Marketing Cloud related not be an issue with access.

https://helpx.adobe.com/analytics/kb/adobe-ip-addresses.html

-Hyder

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5 replies

Hyder_Ziaee
Adobe Employee
Hyder_ZiaeeAdobe EmployeeAccepted solution
Adobe Employee
February 16, 2017

Hi Rachel,

Is this happening when connected to your organization's network. The security feature of Analytics logs out an account if the IP changes. 

You may want to check with the IT to see if they are using dynamic IP, which changes the IP periodically. Also, you can ask them to whitelist the 9 blocks in the following article to have all things Marketing Cloud related not be an issue with access.

https://helpx.adobe.com/analytics/kb/adobe-ip-addresses.html

-Hyder

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Hyder_Ziaee
Adobe Employee
Hyder_ZiaeeAdobe Employee
Adobe Employee
February 16, 2017

You can also share your organization's IP addresses with Customer Care so that they can whitelist it on this side should help with the logging in problem.

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rachels69395459Author
February 20, 2017

Hi! Thanks for responding to my inquiry. I would love to provide my organization's IP addresses to Customer Care but I can't seem to find out how to communicate directly with them. It seems really difficult to find customer support, outside of what you've provided here (which is much appreciated). 

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Hyder_Ziaee
Adobe Employee
Hyder_ZiaeeAdobe Employee
Adobe Employee
February 20, 2017

Each organization has a set of supported users who can reach out to Customer Support. If you are not one of them, you can either reach out the supported user and ask (1) to open a case on your behalf, or (2) to be setup as a supported user as well. 

If you do not know who your supported user for the organization are, you can contact customer support and ask them about it. Alternately you can reach out to your Adobe Account Manager for all of this as well.

Contact #: 1-800-497-0335

-Hyder

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rachels69395459Author
February 20, 2017

Thanks! My understanding is that I have been made an ADMIN with access to support. I'll dial the number to see about having my IP addresses added. Thanks for your help!

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