can I talk to human?
I am having problems logging into the lighthouse app from my home network. Do you have a technical support line? I did not see it on your web site
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1 Posted by Will Duncan on 26 Jul, 2010 08:20 PM
Hey Brian. We don't have formal phone support, but I can work with you here to get you up and running again.
What is the URL of the Lighthouse account and what email are you using to log in?
2 Posted by brian koehler on 02 Aug, 2010 03:37 PM
I use the same bookmark as work. I think it might be a firewall setting or something. I try my home PC and laptop from work and get the same error.
If I try to login it loads for several minutes than times out. I can get to your price, plan page then click login and get the same error.
I did get a certificate error similar to ealrier comments. But that only happened today no other days.
3 Posted by brian koehler on 02 Aug, 2010 04:15 PM
I can not login so I am not using ID. I am accessing
http:// lighthouseapp.com
I also tried https://
4 Posted by Will Duncan on 02 Aug, 2010 06:16 PM
So you're unable to access http://lighthouseapp.com successfully? and therefore are unable to register an account? Or do you already have a Lighthouse account and you are trying to log in?
What browser / OS are you using?
5 Posted by brian koehler on 02 Aug, 2010 07:14 PM
I can access the site http://lighthouseapp.com , but when I click login it does nto load. I have an existing account.
I am using IE 8 (XP) and Firefox 3.6 (Mac and XP)
I am able ot access from work, but I use the same shortcut at home and it will not connect.
6 Posted by brian koehler on 02 Aug, 2010 08:15 PM
the accont is ITR group
7 Posted by Will Duncan on 02 Aug, 2010 10:41 PM
And you're unable to login to https://itrgroup.lighthouseapp.com as well?
8 Posted by Brian Koehler on 03 Aug, 2010 02:16 PM
Yes that is correct, when I click on the login link it does not load whether it is https or http.
I am at work now and can login but at home I use the same URL (it is bookmarked) and it will not launch the login page. I can get to lighthouseapp,com, but can not get the login link to load,
When I am at home I have to use Guest to enter the discussion
9 Posted by Will Duncan on 03 Aug, 2010 09:22 PM
I'm not sure I understand what you mean by "Guest."
Do you know how to do a traceroute on your computer?
10 Posted by Brian Koehler on 03 Aug, 2010 10:08 PM
I do not know how to trace route my PC.
When I was at home, I went to view the discussions. When I wanted to add a comment, it asked for my name, and email account. I types "Guest" and it let me add comments
Thanks,
Brian Koehler, PMP
ITR Group Inc.
651-757-4525
-----Original Message-----
From: Will Duncan [mailto:tender+d1e8a32b4c4050fd5246fdc6872d0fae7e01d36b0=[email blocked]] On Behalf Of Will Duncan
Sent: Tuesday, August 03, 2010 4:24 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
11 Posted by Will Duncan on 04 Aug, 2010 01:00 AM
What URL are you on when you type "Guest" to post a comment ?
12 Posted by Brian Koehler on 04 Aug, 2010 02:29 PM
The issue is not the guest access, the problem is the inability for me to login.
Go to help at lighthouseapp.com, you can add a comment to a discussion with e guest email account.
Any ideas what I need to change to access the login page? I can get to the other pages on your website
Thanks,
Brian Koehler, PMP
ITR Group Inc.
651-757-4525
-----Original Message-----
From: Will Duncan [mailto:tender+d1e8a32b4c4050fd5246fdc6872d0fae7e01d36b0=[email blocked]] On Behalf Of Will Duncan
Sent: Tuesday, August 03, 2010 8:02 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
13 Posted by Brian Koehler on 04 Aug, 2010 03:06 PM
Will,
It appears you work different hours than me, is there a time today or tomorrow that you will be available so you can help me troubleshoot this? That way we can reply back and forth quickly rather than waiting hours between responses.
14 Posted by Will Duncan on 04 Aug, 2010 10:30 PM
I am completely unaware of any such guest access functionality in Lighthouse. If it exists, I do not know about it.
http://help.lighthouseapp.com is not Lighthouse, that's a system called Tender Support, the support system we use for Lighthouse.
The core issue still isn't clear to me though.
When you go to /login on your account, https://itrgroup.lighthouseapp.com/login it does not load? And you are seeing a certificate error, in IE and Firefox you are seeing the same issue.
Can you please explain the "shortcut" you are using?
15 Posted by Brian Koehler on 04 Aug, 2010 10:42 PM
The shortcut I use is:
https://itrgroup.lighthouseapp.com/dashboard
I do not get any response from the browser when I try to login in from home.
I also try the following link: .
http://lighthouseapp.com/plans
I then click on the login link and click on the "login" link.
I am unable to get the login screen to appear in either of these sites.
Thanks,
Brian Koehler, PMP
ITR Group Inc.
651-757-4525
-----Original Message-----
From: Will Duncan [mailto:tender+d1e8a32b4c4050fd5246fdc6872d0fae7e01d36b0=[email blocked]] On Behalf Of Will Duncan
Sent: Wednesday, August 04, 2010 5:33 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
16 Posted by Will Duncan on 05 Aug, 2010 02:24 AM
We've seen a few issues with different ISP's having a problem with the IP used by our servers on Amazons EC2 services. It's possible this could be related, in which case while the IP has a zero at the end, which is odd, the issue contacting the server is on the ISP, not the server.
I'll draft up how to run a traceroute on your OSX machine for tomorrow, so we can get a better idea about what is going on.
17 Posted by Brian Koehler on 11 Aug, 2010 09:59 PM
Do you know when the draft will be ready for me to try?
Thanks,
Brian Koehler, PMP
ITR Group Inc.
651-757-4525
-----Original Message-----
From: Will Duncan [mailto:tender+d1e8a32b4c4050fd5246fdc6872d0fae7e01d36b0=[email blocked]] On Behalf Of Will Duncan
Sent: Wednesday, August 04, 2010 9:27 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
18 Posted by Will Duncan on 11 Aug, 2010 10:35 PM
On OSX, go to your Applications folder >> Utilities Folder >> then open Terminal.app
http://drp.ly/1wlk6x
In terminal, type:
traceroute http://itrgroup.lighthouseapp.comthen hit return.
Wait a few moments and then copy and paste the results or grab a screenshot and upload it here.
Results will look something like this: http://drp.ly/1wlq47
19 Posted by Brian Koehler on 13 Aug, 2010 01:23 AM
I attached a screen shot from work and home. I can connect at work, but nor at home.
I have Qwest DSL and Visi at home - not sure what internet provider at work
________________________________________
From: Will Duncan [[email blocked]]
Sent: Wednesday, August 11, 2010 5:37 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
20 Posted by Nicole on 17 Aug, 2010 04:37 PM
Hey Brian,
Looks like your ISP or network isn't allowing our IP address (which ends in a zero, apparently some older configs don't allow that)
Try adding this to your hosts file:
(add any other accounts you use in there)
Thanks,
Nicole
21 Posted by Brian Koehler on 17 Aug, 2010 08:09 PM
I tried this on both a mac and PC it did not work on either. Thanks for trying, any other ideas?
________________________________________
From: Nicole [[email blocked]]
Sent: Tuesday, August 17, 2010 11:40 AM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
Support Staff 22 Posted by Tiger Team on 17 Aug, 2010 08:46 PM
Brian, if adding the 184.72.224.21 IP address to your hosts doesn't work, either you didn't add it correctly, or you need to get someone from your ISP on the phone.
23 Posted by Brian Koehler on 17 Aug, 2010 09:33 PM
I cut/paste into the hosts file. I did talk to my ISP. I just think it is unfortunate, but there is something with my router, IP address, ISP provider that doesn't allow me to connect to your login site. I even have to wait 3-4 minutes for lighthouseapp.com to come up.
I don't think there is going to be any solution.....
I even added 184.73.201.0 to my host file (ISP said that was the trace they had). still nothing. I have tried IE 8 on XP, firefox and IE 8 on vista, and firefox on Mac. I do not think it is a PC/browser issue.
I appreciate your help, but I think I will punt
________________________________________
From: Court3nay [[email blocked]]
Sent: Tuesday, August 17, 2010 3:48 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
Support Staff 24 Posted by Tiger Team on 17 Aug, 2010 09:40 PM
The 184.72.224.21 address should work fine, and if you just put that
into a browser it'll show lighthouse immediately.
25 Posted by Brian Koehler on 18 Aug, 2010 01:09 AM
well,
I got closer, I was able to get the login screen entered my domain, user id, password. then it timed out.
________________________________________
From: Court3nay [[email blocked]]
Sent: Tuesday, August 17, 2010 4:42 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
26 Posted by Nicole on 24 Aug, 2010 04:54 AM
Brian -
Are you saying you used the 184.72.224.21 and you were able to log in? Did it log you out when it "timed out"?
Let us know.
Thanks,
Nicole
27 Posted by Brian Koehler on 24 Aug, 2010 02:06 PM
When I used the 184.72.224.21 I was able to get the login screen to come up. However, when I typed in my domain, user, password it hung up. I did it a few times to make sure I typed the information correctly.
I never received a logout message. It gave the generic server timeout error.
I'm getting closer....
Thanks,
Brian Koehler, PMP
ITR Group Inc.
651-757-4525
-----Original Message-----
From: Nicole [mailto:[email blocked]]
Sent: Monday, August 23, 2010 11:57 PM
To: Brian Koehler
Subject: Re: can I talk to human? [Problems]
Nicole closed this discussion on 14 Oct, 2010 03:37 AM.