Cannot access forum, tutorials, knowledgebase

  • Question
  • Updated 9 years ago
  • Answered
I have not been able to access the Forum from my log-in page for several weeks. Yes, I've tried clearing cookies but that does not help. Now I cannot access any of the tutorials or the knowledgebase - not just from my log-in page but from anywhere. Again, I've tried clearing cookies but with no effect. I can access every other single page I want on the entire Internet, but I cannot access a single Yola support page. FWIW, I'm using the latest version of Firefox.

This is very annoying! Please help.
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Keara

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  • very very very annoyed.

Posted 9 years ago

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Marije, Official Rep

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Hi Keara,

I'm sorry to hear this is happening and I hope we can get you access. Could you let us know:

1. What error message do you see? If you could post a screenshot, that would be great.
2. Do you get the error when you go to http://www.yola.com/?
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Keara

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Marije, thank you for your prompt reply. :-) Yes, I get the same error message when I try to access http://www.yola.com.
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Emmy

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Hello Keara,
Thanks for posting that screen shot. It looks like this might be in relation to cookies. Can you make sure that you are accepting cookies from Yola. Please click on this link to find instructions for accepting cookies with your browser: Accept cookies. Please let us know if this doesn't help the problem.

Emmy
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Keara

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No, Emmy, sorry, it does not help. I'm still in the exact same place I was, completely unable to access Yola tutorials, etc . I've been to that Google page before. I've followed the instructions. Unfortunately, in my Firefox 3.6.3 browser, on the Tools/Options/Privacy page, there is no "Accept cookies" option. No mention of cookies at all.

Again, I wish to make the point that I have no difficulty reaching any other page on the entire Internet. Also, I was able to access the tutorial until a couple of weeks ago.
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Emmy

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Hi Keara,
I'm sorry to hear you are still having this problem. I am not exactly sure what the problem might be. We have not had reports of this from other Yola customers up to this point. I am going to need to ask another colleague for some assistance with what the problem might be and will post back here later today with any further information I am able to find.

I appreciate your patience.

Emmy
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Keara

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Thank you, Emmy. I really hope you will be able to solve this puzzle. I do need to use the tutorials, and being locked out of them has become quite a problem.
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Emmy

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I can totally understand that, we want you to be able to use the tutorials as well. I am looking into this and hope to have some information soon.
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Emmy

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Hi Keara,
I spoke with an engineer and he suggested that you clear your browser's cache as well as go to this url: http://www.yola.com/?random=stuff. The URL should refresh your ISP cache if that is the issue.

Let me know how this goes for you.

Emmy
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Keara

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Emmy, can you tell me more specifically what he means by "clear the cache"? There seem to be quite a few things that can be cleared. I have to tell you that I am not at all eager to clear out all my cookies and then have to re-set all 20 or however many there are. :-(

I've just tried the URL you provide, but gotten the same result as before.
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Keara

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Okay, I've gone to Tools / Clear recent history. I checked the "Clear cache" button. Then I tried the URL. No change of any kind.
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Keara

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I also just reinstalled Firefox 3.6.3. Same result. No change. :-(
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Emmy

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Hi Keara,
Hmmm, I'm sorry to hear that didn't help the problem. It's very hard to troubleshoot something like this when we cannot reproduce it on our side and are not getting other reports of it. The next thing I can suggest would be to try from another computer on another network to narrow down where the problem is. If you find that it works from another computer on another network, then I would suggest contacting your ISP to see if there is some sort of ISP caching preventing you from accessing those pages. I truly am sorry that I am not able to fix this for you, I would really like to. I will forward this to some other people to see if anyone might have an idea of what he problem could be.

Emmy
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Keara

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Emmy, I just tried installing Opera, and I was able to reach the tutorials using that browser. However, I really would like to be able to use Firefox - it is and has been my main browser for quite a long time, and I would like to be able to access Yola using it.
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Emmy

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I'm glad you were able to access the tutorials with Opera. I cannot say for sure what the problem might be with your Firefox browser, are you on a Mac possibly? To find the area to make sure you are accepting cookies on a Mac would be under the Firefox menu > Preferences > Privacy and then make sure you choose from the drop down: "Use Custom Settings for History". You will then be able to make sure you are accepting cookies. I hope this will help!
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Keara

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Emmy, no, I do not have a Mac. I have a PC, which is why I followed Google's instructions for PC's. It really does seem to me that someone should be able to help with this problem. I am a Yola subscriber, using a newish computer and an up-to-date browser, but I cannot access Yola resources using that browser. It seems to me that that is not acceptable.
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Margie

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Keara, I'm using Firefox 3.63.

Under Tools/Options/Privacy there is a box, "Accept Cookies from sites."

Check the box.

Click on the "Exceptions" to the right of that line.

Type in yola.com in the address box, and choose "Allow."

Not sure if that will help, but may be worth a try.
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Keara

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Margie, thank you for your reply. I had stumbled across the "Use custom settings" option a little earlier but tried it again pursuant to your suggestion. I added "forum.yola.com" and "www.yola.com" as "Exceptions" that should be allowed. I clicked on the necessary "Okays." Then I closed Firefox and tried both URLs, without success. Next I turned off my computer and re-booted. Nothing has changed. I am still unable to reach "forum.yola.com" from my log-in page. And I am unable to reach "www.yola.com" from anywhere. So I am still shut out of almost all Yola resources. :-(

Thank you for your suggestion, though. It was very nice of you. :-)
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Margie

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I'm not sure it will help, but in the exceptions, put "yola.com" (no quotes and nothing before or after it) and Allow. That should allow all variations of yola.com. Sorry you're having the problem. I can only imagine how frustrated you must be.
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Keara

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I wonder if there is a clue in the fact that I cannot reach "forum.yola.com" from my log-in page, although I can reach it from other URLs. That seems very odd.
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Marije, Official Rep

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Keara - could you post the link to the login page?
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Keara

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Marije, the link I use is "http://www.yola.com/user" which gets converted to "http://my.yola.com/actions/?login-suc..." When that page appears, I then click on "Get help" in the nav bar. That's when I get the error message.
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Keara

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Margie, thank you for your suggestion. I've tried it, but there was no change in outcome. Nonetheless, thank you for making it.

As to your comment, "I can only imagine how frustrated you must be," I thank you SO much for this! it made me laugh literally out loud, and provided me with such a nice break from my storming and gnashing of teeth. Yes indeed, frustrating almost past description! I truly do hope that I'll be able to access Yola's resources one day soon, just the way everyone else in the world seems to. (And again, for any Yola person reading this, I must remind you that I can access every other site, every other page, on the entire Internet. I am locked out only of Yola.)

Thank you, Margie, for your kind help. :-)
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Emmy

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Hi Keara,

Hmm, sorry you are still having this problem. Can you clear your browser's cache (Clear Cache), and then let me know what happens when you click on these links:

Yola Forum
Yola.com
Yola Support
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Keara

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Emmy, I'm in! I'm in! I'm in! Now, I'm not going to be able to tell you exactly how that happened because my head is so truly fogged up over all of this that I can no longer remember what I did more than one minute ago. I did two things: I cleared my browser's cache, as you instructed; and I deleted a whole lot of cookies (not all, but a whole lot). One of those worked. I almost don't think it was the cache-clearing because I think I tried that yesterday, and I think I tried to reach a tutorial again after doing it just now, but without success. (However, this really has all had a deleterious effect on my short-term memory, so I'm not absolutely sure.) When I looked at the cookies stored in my browser, I was shocked by how much junk I have permitted to accumulate. Really shocked. So I cleared out dozens of both innocuous and non-innocuous cookies. As I did so, I cleared out a whole bunch of Yola and Yolasite cookies too. on the theory that a clean start might not be a bad idea. But mostly it was obnoxious kinds of Tribalfusion cookies and things of that sort. It was after all that housekeeping that I tried "Get help" again, and actually reached the pages I've been so futilely searching for.

Do you know, or can you find out, if the cookie-cleaning could have had anything to do with reaching this near-miraculous result?? (Time to download Search and Destroy, or Spybot, or something similar, that's clear enough.)

In any case, I'm back in and am so very pleased. I had wanted to start a new phase of learning this week, and just couldn't do that while I couldn't get to the tutorials. Now I can resume my learning.

Thank you and all the staff for your patience, even when mine was in short supply. It was a very trying week, and I feared at time that you all were going to give up on me. You didn't, and we broke through the barrier, at long last.

Thank you very, very much.
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Shifty

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Hi Keara, I had this problem (on another site) when Firefox released the 3.6 version, ultimatley I downgraded to version 3.5 and everything was fine after that, you can get 3.5 here. http://www.mozilla.com/en-US/firefox/...
http://www.mozilla.com/en-US/firefox/all-older.html
Hope this helps.
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Emmy

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Wonderful news Keara! I am so happy to hear you are not able to access the various areas of the site again, I know that was frustrating.

I will have to ask around as to what might have fixed the problem, however, if clearing a variety of cookies was what you did directly before being able to access the pages, I would venture to say this might have done the trick.
I also gave you those links to see if clearing your cache and accessing the various pages from a fresh link that was not bookmarked anywhere might help. So... we'll take what we can get hey! Very glad this is working properly for you now :)

Emmy
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Keara

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Emmy, I would like to thank you not just for your specific help, but most of all for sticking by me. Yesterday I was really afraid that I was going to be left to sink or swim by myself, but you and your colleagues did not abandon me. That's what I appreciate most of all.
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Keara

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Shifty, thank you for the suggestion. We seem to have posted at almost the exact same minute, so you didn't see that the problem has actually been resolved. However, it does make me feel better to know that at least one other person had the same or a similar problem. And it's very nice of you to help, which I also appreciate.
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Keara

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Looking at my own comments from yesterday, above, I see that I did clear my browser's cache yesterday. So it seems that the problem might really have had to do with all the gunk in cookies that had accumulated?? I've cleared out a lot of cookies already and am running Spybot Search and Destroy as I write this, so as to get rid of all the appalling amount of malware that I discovered.
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Margie

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Glad to hear it worked out for you, Keara.